Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up a payment arrangement with my utility company. Though I have set up this payment arrangement they pulled the full bill out of my account. This has resulted in my bank account being overdrawn. The payment arrangement was set up on November 6th. They pulled the full amount out on the 9th. The full amount was to be taken on 12/11/23 I have the emails if needed.

  Business Response

  Date: 11/27/2023

  Customer made the payment over the website.  Customer controls the date and the amount of the payment via the website.  Customer has her website account set up to the option to pay invoice in full on invoice due date.  She set this up on 7/21/2023. If customer does not want to pay the invoice on the due date - customer will need to unselect this option.  Customer can view the upcoming scheduled payments on the Account at a Glance section under the upcoming scheduled payments. The next schedule payment is 12/13/2023.  Customer is in control of when she is paying the bill based on the selection she has made.  If this is not they correct set up for bill payment for her she will need to make the changes on her account settings.  

  The customer has requested a refund.  This is not the city's error and the payment was applied toward her utility account correctly based on her criteria set up in the system.  If the customer needs assistance in making changes to her scheduled payments, she will need to contact COI customer service at 816-325-7930.

  Thank you.

   

• Initial Complaint

  Date:04/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bill has been a ridiculous amount that I believe to be false or entered in wrong. Phoned the company and email to dispute bill all I was told that the water portion was was higher then normal or something along those lines. I know it was different from past bills. Was also told I couldn't be placed on payment plan because I was 60 days past do. At the time of me contacting them it was not 60 past due because the month prior, I was disconnected and was told them I had to pay my entire bill to be shut back on in which I did. So there was no way my account was 60 past due. So I'm waiting for someone to get in contact with me so we can come to some sort of conclusion. No one did. In the meantime I've been shut off again. I know my rights have been violated in some way.

  Business Response

  Date: 04/18/2023

  Complaint submitted states she does not believe that her
  bill is correct.  Customer’s electric and
  water meter has been read every month since moving into the service
  address.  Customer made contact in
  February via email stating she could not be shut off due to “Cold Weather Rule.”  The City of Independence (COI) is a
  municipality, which is not governed by the Public Service Commission (PSC) but must
  adhere to City Council approved ordinances for disconnection of services.

  Customer has an inconsistent payment history with COI and has
  a large balance of over $1800 due.  
  Customer contacted the city again via email to inquire about
  arrangements and was advised the outstanding balance, over 61 days past due, in
  the amount of over $1,200 must be paid before an arrangement could be made on
  the balance that was 31-60 days past due, not including her newest bill due on
  5/9/2023. Customer’s bills have ranged between $300 - $450 during the
  winter months, with the increase in electric consumption starting with the bill
  due in January 2023.  Customer may have been
  running space heaters or has electric furnace in the unit but is undetermined
  as all communication has been via emails (dated 2/9/2023).  The last documented phone call from customer
  is 10/18/2022.   In October, customer’s service was interrupted.  A payment was made at that time on the past
  due amount only, leaving the customer with a balance.The customer has received over $3,400 in utility services.  Customer has made payments of $1750 and paid
  her deposit of $450, leaving a balance for unpaid services on the account.  Customer is eligible to make a payment arrangement after the
  61+ past due balance is paid.  Customer
  is advised to come into the office or contact Customer Service by phone at
  ************ to discuss the account.