ComplaintsforAustin Energy

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A simple typo can cause anyone to have their account switched to cash only. Austin Energy has predatory practices that would cause every customer to switch to another provider if they had the ability to do so.

  Business response

  06/03/2024

  Thank you for your inquiry.  We appreciate citizens taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements to better serve City of Austin citizens.  

  Due to repeated returned insufficient payments the account has been placed on cash only status.
  
  Returned payments:
  5-13-2024
  12-07-2023
  9-09-2020
  5-31-2019
  3-10-2015
  
  City of Austin ***************************** (***) is also available between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday for your convenience.
  
  You can reach the *** at the following:
  Customer ************ *************
  Outside Austin call toll-free:**************
  TDD: **************
  By Email:*************************************

  Customer response

  06/04/2024

  Complaint: 21785530
  
  I am rejecting this response because: some of these were innocent mistakes and were promptly paid. 
  
  Regards,
  
  *************************

  Business response

  06/04/2024

  Please contact City of Austin ***************************** (***) between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday for any additional account information requests.
  
  You can reach the *** at the following:
  Customer ************ *************
  Outside Austin call toll-free:**************
  TDD: **************
  By Email:*************************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Austin Energy has advertised for making homes more efficient. We were approved back in March of 2023. Nothing has happened. Nor has anybody taken responsibility or done anything to make us feel like we're important and the job is eventually going to get done. We're being ignored, this is really unprofessional! ***** don't advertise for this program if work is actually not going to be completed or even started. Incredibly frustrating and a waste of time.

  Business response

  05/23/2024

  Dear customer,

  The account with the address provided is a closed account.  If you have any additional concerns,please contact City of Austin ***************************** (***).
  

  City of Austin ***************************** is also available between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday for your convenience.
  You can reach the *** at the following:
  Customer ************ **************
  Outside Austin call toll-free: **************
  TDD: *************
  By Email: *************************************

  Customer response

  06/03/2024

  Complaint: 21728790
  
  I am rejecting this response because: this is a really pathetic response! Barely any investigation was done to my account. AND there's no name to take responsibility yet again. This is very typical and you guys should be ashamed of yourselves. This is a list of at least 4 people that I have been in contact with... ***************************************, ***************************** ***************************** and ***********************************. Many many numerous phone calls and emails. One of the last ones I got from ****, he acknowledged that it has been a long time and that my tenants from the 5613 ***** Vista account could have already moved out. He also said via email, there would probably be an exception to that because of our troubles and time. Tenants did move out, it's been almost a year and a half now. Therefore you guys need to accept responsibility and perform the work that you promised us. We shouldn't be punished because you guys have been so terribly slow, unorganized and unprofessional. Please put more effort into your next response. We are important! Also please don't insult my intelligence with more numbers and contact information. I've already had enough of so many ignored responses from different platforms.
  
  Regards,
  
  ***************************

  Business response

  06/04/2024

  Austin Energy is unable to provide program assistance on closed utility accounts.  It has been 309 days since you have reached out to Austin Energy for any assistance.  Please contact our ********************** for assistance.  City of Austin ***************************** is also available between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday for your convenience.
  
  You can reach the *** at the following:
  Customer ************ **************
  Outside Austin call toll-free: **************
  TDD: **************
  By Email: *************************************

  Customer response

  06/06/2024

  Complaint: 21728790
  
  I am rejecting this response because:

  which part don't you understand here? Did you even read my last response? I have reached out more than 50 times (names in last response) in all since March of 2023. I have all the emails and all the documentations on phone calls and texts/faxes etc. Are we just going to do this back and forth where you just leave something very generic and vague, or are you going to help me OR get someone that's capable of helping me?? I'm not going to give up without a satisfactory response after all this time invested in close to 1 1/2 years. Please do your job or get someone who can!
  
  Regards,
  
  ***************************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Address of property with the water issue: ********************************, Austin, ** ***** In February of 2022 Austin had the big freeze where there was no electric and many homes had some kind of water leaks issues.I had no problems in the house I was renting (see landlord's letter of no repairs).The problem appeared in March 2022 when I received the first Austin Utility Water bill and it had gone up 89% from $25.00 to $235.00. I have attempted to resolve this issue with no assistance from Austin Utility.They make it more difficult for me to communicate with them because of me being Deaf.I am now at the precipice because they are reporting to all 3 credit bureaus while I am trying to actively dispute the $2,020.00 and this action has now affected me getting a full time job and I can't rent an apartment.The address on this application is my mothers, I do not have a permanent address as I cannot rent a place to live.Someone needs to audit my account and force ********************** Utility to stop trying to collect the debt while in dispute and providing in writing that there were no external water leaks during those months. They are currently in violation of the Fair Debt Collection Practices Act.How can I possibly have used so many gallons of water in one month.

  Business response

  02/05/2024

  Thank you for your inquiry regarding concerns about your City of Austin Utilities/Water services.  We appreciate customers taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements to better serve City of Austin citizens.
  Your account reflects that you had active utilities during 05-11-2021 - 12-15-2022.  This is a total of 19 Months.  There were 8 payments total on the account for the 19 billing cycles that you were provided utility services, for a total of $ 1,640.84.  There is a remaining balance of $2,049.83.
  City of Austin Utilities simply provides the meter and the water service.  They are not responsible for the consumption of water or the repairs to the property for water services.  If there is a leak or a problem on the property it is the property owners responsibility to resolve.
  The following has information for customers regarding water leaks:
  Detecting Leaks at Your Property
  Water Leaks |AustinTexas.gov
  How to locate your water meter: How to read your meter
  
  Water Saving Tips and Leak Detection:
  Water leaks can cost you money and wastewater. Here is what you can do if you suspect a leak:
  Check your Utility bill
  Compare your current water usage on your utility bill to the same months of previous years. Unusually high-water usage may indicate a leak.
  Check your Water Meter
  Write down a meter reading and check it again a few hours later (make sure not to use any water while performing this test).
  Try a Slow Leak Test
  Stop using any water and watch the small triangular-shaped dial located on your water meter for a few minutes. The dial will move or spin if there is a leak. Small or slow leaks will cause the dial to spin very slowly while more significant leaks will cause the dial to turn quickly.
  Check for Indoor Leaks
  Toilets: If your toilet has a leak, you could be wasting about 200 gallons of water every day. Check for toilet leaks by adding several drops of food coloring to the tank. If the toilet is leaking, color will appear in the toilet bowl within 30 minutes.
  Faucets & Showerheads: Check all faucets and showerheads for drips. A slow drip can waste as much as 20 gallons of water each day. Austin Water offers free conservation tools, including a water-efficient showerhead & faucet aerator.
  Washing Machine & Dishwasher: Look for water on the floor near your washing machine or dishwasher, it could be a leak.
  Water Heater: Water dripping down the side of the tank could mean the pressure relief valve is stuck.
  Outdoor Leaks
  Irrigation System: Check the irrigation system for damage, especially before turning the system back on for the spring and summer irrigation season and after mowing your lawn.
  Soggy Spots: Soft, soggy, spots in your yard or uneven plant growth might be a sign of a leak in your underground water pipes.
  Home Foundation: Standing water around the foundation could mean your underground pipes have become damaged.
  Lookout for Algae: A buildup of algae on the ground or walls around the outdoor spigot may be the result of an undetected leak.
  Pool Levels: Use a grease pencil to mark the desired water level, watch for a drop of 6 inches or more per month. This amount typically indicates a leak. Be sure to check the pumps as well as the area around the water pump for any signs of escaping water.
  Find more Austin Water Conservation Tips at WaterWiseAustin.org 
  Leak Repair Process
  Every effort is made to respond to leak reports quickly and with as few disruptions as possible. Once a leak has been reported, the following steps are taken to repair the leak:
  Leak Investigation
  An Austin Water technician is routed to confirm the leak's location, size, and severity. Once confirmed, crews are routed or scheduled to make the repair. 
   Leak Repairs
  Austin Water crews are on standby 24 hours a day, 365 days per year, to repair leaks and broken water lines. Waterline repair often involves traffic control for rerouting traffic and roadway repair. Austin Water coordinates with Austin's Transportation and ************************* as required. 
   
  Plumbing Repair Assistance
  The City of Austin ****************** offers a Plumbing Repair Program to fix issues related to public health, safety, and water savings. Eligible repairs include toilets & showers, lavatory, plumbing, sinks and faucets. Modifications are provided at no cost to qualifying households. The City can provide up to $15,000 in ***** funds for home repairs. Read more about repair options and application process.
  
  Water Outages
  Austin Water crews maintain infrastructure through a variety of activities such as exercising valves, pressure and flow testing, and leak detection, among other preventative maintenance services. Additionally, in a rapidly growing city,development requires tie-ins to existing infrastructure to establish new connections. These activities often require a test and subsequent temporary shutout for our customer base and are reflected in this map. 
  Bill Adjustments
  If you have experienced a leak that resulted in a higher than average bill, submit a request for a water ***************** adjustment.
  City of Austin ***************************** (***) is also available between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday for your convenience.
  You can reach the *** at the following:
  Customer ************ **************
  Outside Austin call toll-free: **************
  TDD: **************
  By Email: *************************************

  Customer response

  02/05/2024

  Complaint: 21240695
  
  I am rejecting this response because:  The response they gave is without investigation or an audit and this is one of the reasons I reject this. I also have included a letter from the landlord, that he inspected the property. There was no leakage and the only repairs on the property were minimal.

  Austin water is responsible for any leaks in the pipes that are outside of the property line. If thats where the leak was. It is their responsibility and seeing how they were working there at some point they mustve been fixing something and magically after a few months the water leak stopped. I have already gone through what they said in the email. I had tried to contact them. They make it very difficult for me because I am deaf. 

  
  Regards,
  
  *********************************

  Business response

  02/06/2024

  City of Austin Water maintains the water lines outside of your property.  If there was a leak in the water lines outside the property it would not register as usage on your meter.  The meter registers usage that passes through the meter and registers this as consumption for the customers bill.  If there was a leak outside the property this water would not pass through the meter since the leak would be before your meter and would not affect your water consumption/usage.
  
  If you feel that there is a water leak outside of your property you can contact Austin Water **************.
  
  Austin Energy ************ for the water consumption or water use register on the water meter.  If a leak is detected on the property, you can submit the information within 90 of the repairs for a possible water leak credit on the account.
  
  City of Austin ***************************** (***) TDD ************** is also available between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday for your convenience.
  
  You can reach the *** at the following:
  Customer ************ *************
  Outside Austin call toll-free:**************
  TDD: **************
  By Email: *************************************

  Customer response

  02/07/2024

  Complaint: 21240695
  
  I am rejecting this response because:
  

  There was a problem and there was no leak in the house  I expect your company to investigate what the problem was  

  why did I have high water usage when there was nobody in the house? I was on vacation for one month with hotels and receipts from the East Coast of the US. I also volunteered and I have records of that.  
  

  I expect you to remove this from my credit report until we resolve this in an amicable way. This is not acceptable I couldnt of possibly used this much water. There was no damage to the house nothing.

  The information I told you was not my invention, but was said to me by one of your **************** agents, so Im not really sure what the issue is but there is no possible way that I couldve used that much water and why should I be responsible for that much of a bill. Your preventing me from getting a job and even the portion I want to pay I will not be able to pay because you are showing up on my credit M I got rejected for a job because they ran a credit. I cannot rent an apartment and have to live in my car  in *************, where the temperature falls below freezing I will not stop till someone resolves this. You cannot shove this up on me. 

  Regards,
  
  *********************************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2023, I signed up for Budget Billing with Austin Energy, described as a way to easily manage my monthly power bill expense by paying the approximately the same amount each month. In January ****, they raised my rates on Budget Billing, so I took myself off that program and went back to the regular billing structure. Unbeknownst to me, doing that requires me to pay back the savings I received over the past 6 months on the program, due immediately. That amount is $190.51, and it is currently a balance on my account. This detail was never disclosed to me. It was not disclosed when signing up for the program or removing myself from the program. I have attached 2 emails, the sign-up and the removal confirmations, along with the initial program page describing Budget Billing. In the emails and on the landing page, the 6-month savings balance becoming due when leaving the program was never disclosed to me or made clear. I would like that balance to be wiped from my account, as soon as possible.

  Business response

  01/29/2024

  The following information was sent to you regarding your enrollment in Budget Bulling:
  June 28, 2023
  Dear Customer:
  Welcome to the ********************** Budget Payment Program and we appreciate your participation. Your eligibility is based on your excellent record as a customer. You have maintained an active account for at least six consecutive months and the status of your account is current. We look forward to serving your energy needs for years to come. The program can be voluntarily discontinued at any time, per your direct request.
  Austin Energy has designed this program for customers who prefer to pay a fixed amount per month for utility services.
  The program assists customers who want a specific dollar figure to budget or those who have fixed incomes. The budget amount is automatically calculated by adding together utility service averages based on usage information and days of service. The "budget" amount will replace the actual monthly billing amount until it is recalculated. The recalculated budget amount will be adjusted every 6 months; the billing system will review and update the monthly budget payment to ensure an accurate reflection of the customers usage.
  In addition, the city billing system will also review account usage constantly to ensure any anomalies are recognized immediately and any necessary adjustments to the budget billing amount will be done in advance of the 6-month review window, if necessary.
  We appreciate you making sure you pay only the budgeted amount reflected on your monthly bill by the printed due date and not making any modifications to either of these as you submit your monthly budget payment.
  Please review the enclosed copy of the Budget Payment Program details. If you have any questions, please do not hesitate to call our **************************** at ********.
  Sincerely,
  City of Austin
  Austin Energy
  
  November 28, 2023
  Dear City of Austin Utilities Customer:
  Thank you for being a part of the Budget Billing Program. In the next 30 days, we will review your account and adjust the monthly budget amount so that it accurately covers your usage.
  The review:
  Assesses your bills and usage from the previous 12 months.
  Calculates the difference between your monthly budget amount and the actual costs from your usage,
  creating a total account balance.
  Sets a new monthly budget amount that more accurately reflects your use and makes up for the total.
  account balance.
  Reviews occur every six months to help decrease the chances of large increases to your monthly budget amount. In addition to the six-month review, City of Austin Utilities monitors your account for large usage anomalies. We also recommend you monitor your account and contact us if you have concerns about a sudden change in monthly usage.
  Your new monthly budget amount will show up on your next bill. Things to know about your new monthly budget billing amount:
  Your balance does not have to be paid in full at this review time; it will be incorporated into the next
  six-month billing period.
  If the monthly budgeted amount you signed up for is much lower than your actual usage, that balance will be added in upon the six months review, increasing your monthly budget amount for the next six months. We do this to try to bring your overall balance back to zero so that you don't have large utility bills lingering for long periods of time.
  If you use less than the monthly budgeted amount you signed up for, we will credit your account and it will be evenly distributed through the next six months.
  You can opt out of the program at any time. When you end participation or stop service at the account acldress, your next billing statement will include your total account balance, due to City of Austin Utilities within 30 days of the statement.
  If you have any questions about your utility account or Budget Billing, feel free to contact us at ************ or visit coautilities.com/go/budgetbill. Thank you for the opportunity to serve you.
  Sincerely,
  City of Austin Utilities
  
  January 4, 2024
  When you end Budget Billing on your account, this brings forward any balance you may have accrued.
  We calculate your monthly payment by adding together utility service averages based on usage information and days of service. Once your Budget amount is established, your monthly payment is the same for the next six months.
  
  After you have been on Budget Billing for six months, we will review and update your monthly budget payment to ensure it is an accurate reflection of your usage. There is no cost to participate, and you may cancel at any time.
  For a complete description of the Budget Billing program please click on the following link: ******************************************************************************************
  Please review your monthly billing statements.  It has a summary of charges and services, as well as total monthly budget amount and total account balance.
  
  Previous Activity/Charges
  Total Account Balance at Last Bill $XXX
  Budget Payment received - Thank you -$XXX
  Previous Total Account Balance $XXX
  
  Current ************************************ $XXX
  Clean ***************** $XXX
  Street Service +$XXX
  Current Monthly Charges $XXX
  If Payment is received after due date, a late fee will be assessed.
  
  Monthly Budget Amount Due $XXX
  Total Account Balance $XXX
  For a complete description of the Budget Billing program please click on the following link: ******************************************************************************************
  
  Sincerely,
  
  City of Austin *************
  Phone: **************
  Outside Austin call -toll-free:**************
  TDD: **************
  
  Email:  *************************************
  
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Austin Energy website frequently does not work when adding a credit card digitally therefore making payments late. Payment amounts also frequently change, making payments late by a few dollars. There are no calls, e-mails, or mail sent to let you know when your account is overdue, thus adding large amounts of late fees. I moved here a few years ago and couldn't believe you don't send overdue letters or communicate to people that their auto-pay isn't going through or that there are missed payments. Feels very schemey to continously add charges on top of charges without contacting the customer, making it impossible for someone to get back on their feet or recover from these terrible practices.

  Business response

  01/12/2024

  We appreciate citizens taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements to better serve City of Austin citizens.  
  Austin Energy notifies our customers by phone, email and letters regarding outstanding balances and NSF checks. Please see the last letter that was sent to you regarding your account and possible disconnection of utility services (attached).
  When We Must Receive Payments
  Your payment must be received on or before the due date on the bill. A good payment record is required for you to get your deposit back.
  Payments received after the due date will incur a 5% penalty. The penalty will be calculated using the water, wastewater, and electric portions of the current bill.
  Customer payment standards are documented in City of Austin Code, Section 15-9-75.
  If you are experiencing financial hardship and are unable to pay your utility bill, please contact City of Austin Utilities ************* now at ************.A **************** Representative will review your account and discuss available options such as payment arrangements, Customer Assistance Program (CAP) Utility **** Discounts, and the Financial Support Plus 1 fund.
  Where and How to Pay Your ****
  The City of Austin offers a variety of payment options so you can pay your bill conveniently:
  Sign Up for Autopay
  Have your bill automatically drafted from your bank account.
  Pay Online
  Register and login to the City of Austin Utilities Online ************* website to make an immediate payment online.
  Make a Quick Payment
  Pay immediately, by phone or online no login required. Multiple payment methods accepted through our partner, Paymentus.
  
  Pay In Person
  Visit one of our *************** Centers or an authorized pay station to make an immediate payment. Drop box locations are also available.
  Pay By Mail
  Send a personal check,cashier's check, or money order to pay by mail.
  Get a Payment Extension
  Extend a bills due date for a short period of time to keep your utility account in good standing.
  
  Make a Payment Arrangement
  Take more time to pay off a past-due balance to keep your utility account in good standing.
  Customer Assistance Programs
  If you are having financial trouble that is making it hard to pay your utility bill, you may want to find out about our Customer Assistance Programs.
  Have Questions or Need Help?
  Call ************* at ************ to speak to a representative.
  Learn More
  Pay approximately the same amount each month with Budget ****ing
  Get details for service reconnection
  Check eligibility requirements for Customer Assistance Programs
  City of ********************** Utilitys ************* Center (***) is also available between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday for your convenience.
  You can reach the *** at the following:
  ************* Center: **************
  Outside Austin call toll-free: *************
  TDD: **************
  By Email: *************************************
  

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My account was switched to a cash only payment account. I was not notified that the payment did not go through until I received a letter stating my account has been swapped to a cash only payment account. I received no phone call or email besides the emails that update on usage. I spoke with customer service and they said ********************************************* can take money up to 3 days in advance without notice despite emails giving a specific date on when the bill is due. I have been paying on time for years. My bill was due on 12/11 and funds were in my account on 12/10. It's unacceptable to switch my account despite having the appropriate funds AND charging me a fee.

  Business response

  01/03/2024

  Cash only can only be removed if there was fraudulent activity or if the customer can provide letter from their bank that there was an error with their payment processing.

  
  City of Austin ***************************** (***) is also available between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday for your convenience.

  
  You can reach the *** at the following:
  Customer ************ *************
  Outside Austin call toll-free:**************
  TDD: **************
  By Email: *************************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I submitted a payment on 12/2/23. The same day I received an email receipt confirming this payment saying utility bill payment posted the email stated the correct exact amount as well as a unique confirmation number for this transaction. I save this for my records and believed I was paid through December. Today I was checking and realized that they still were asking to be paid. Looking through my bank account I realized that the payment had been returned to me. I immediately logged on to remake the payment. The website would not allow me to pay. So I called. They would not allow me to pay over the phone. They said that because I missed payments I now have to pay with cash in person at their office for the next year. I explained what happened. Because they gave me a receipt I mistakenly assumed all was well. They tried to tell me that a receipt doesnt mean I had paid. They said my confirmation code didnt mean anything. I tried to pay again over the phone and they refused. I explained that I am disabled and paying in person with cash was a struggle for me. They said they have no disability accommodation for this. That shocked me. I want to pay them. Im trying to pay them. If I could continue to make virtual payments that would be excellent.

  Business response

  01/03/2024

  The payment made on 11-8-23 and 12-2-23 were both returned due to NSF.  When a customer makes an online payment, they will receive and email letting them know their payment has posted to the utility account; however, the payment still has to be processed by their bank.  At this time the cash only will remain on the account.

  
  City of Austin ***************************** (***) is also available between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday for your convenience.

  
  You can reach the *** at the following:
  Customer ************ *************
  Outside Austin call toll-free:**************
  TDD: **************
  By Email: *************************************

  Customer response

  01/03/2024

  Complaint: 21014218
  
  I am rejecting this response because: there were misleading/confusing emails regarding payment on the company's side which lead me to the false belief that I had paid. it is only due to this communication error that payment was not successfully submitted. I understand that obligating me to pay in cash and in person is their typical policy, but  there were extenuating communication circumstances that are at play in this situation. In addition, I am disabled as is defined by the ************** and despite my requests for reasonable accommodation, I was informed by the City of Austin utilities that there are no available accommodations for any manner of disability at this time. 
  
  Regards,
  
  *********************

  Business response

  01/04/2024

  Anytime a payment is made with any vendor it still has to process through the bank.  Your payment was made on our website; however, it was returned by the bank for insufficient funds.  The utility has no way to know if the check that you present for your bill will be returned until your bank makes that determination.

  Customer response

  01/04/2024

  Complaint: 21014218
  
  I am rejecting this response because: I understand that thats the usual process. however it does not account for the confusion of emails from you all misrepresenting the status. I literally received an email saying that payment had posted and it included a confirmation number. there was no reason for me to believe that any further action from me was required. additionally, you have not addressed the concerns of having no disability accommodations.  
  
  Regards,
  
  *********************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My account has been switched to a cash only method. My account that is used for autopay is no longer the one that is used. Between having my car totaled, a death in the family, and other issues, it has been difficult to get this done. Austin Energy has changed my due date which has also had an impact on payment. Cash only is not a feasible option.

  Business response

  12/14/2023

  The Cash only status was removed on 12/13/2023.  Please let us know if you have any further questions.

  You may contact our ******************** at your convenience between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday.
  ********************: **************
  Outside Austin call toll-free: **************
  TDD: **************
  Email: ************************************* 

  Customer response

  12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Acct has been changed to cash only. Have explained the error I made on my end. I went through a separation and had to close the autopay acct. I thought I had transferred everything over to new acct . No notifications were received that auto pay did not go through. COA is refusing to remove cash only status after 2 late payments. The second time,I just so happened to notice the bill was not drafted 5 days after due date . I looked at the bill online and it said to not pay due to autopay. There was no notification online that the payment did not go through .I went on my own and paid it at an heb. I am furious about this. I have never been delinquent with my utility bill in the last 11yrs. I never carry cash and it's a huge inconvenience to go withdraw money from my bank and then go to a local grocery store to pay this bill. I would like for COA to resolve this issue. Why was there not an email ,phone call or text sent? I receive emails all the time about my monthly usage? You would think a cancelled transaction would be more important.

  Business response

  11/17/2023

  As a one-time courtesy, we have removed the cash only status on your account.  If there is another insufficient check received, the account will be cash only for 12 months.

  City of Austin ***************************** (***) is also available between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday for your convenience.
  

  
  You can reach the *** at the following:
  Customer ************ *************
  Outside Austin call toll-free:**************
  TDD: **************
  By Email:*************************************

  Customer response

  11/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Austin energy attempted to take money before the due date on a number of occasions. Meaning I did not have the opportunity to move money around. My account was moved to cash only, so I paid off what I owed at a nearby Heb and set up a payment plan. No problems there.However, I find it unreasonable that I am now being charged a $200 service charge for no longer being on auto pay. The first representative I spoke with (******) confirmed that once I paid what I owed he would get the $200 fee removed. So I call back after making the payment and the next representative tells me that the $200 charge will not be removed and it can't be broken down as part of a payment plan. I find this highly unreasonable and as a company there should be continuity in representatives statements. My family and I do not have a random extra 200 for Austin energy. We live paycheck to paycheck and that 200 is what we have for food. I cannot allow my children to go hungry due to an excessive charge. I feel it should be waived or broken down.

  Business response

  11/16/2023

  Thank you for your inquiry to Austin Energy regarding your utility deposit.  We appreciate citizens taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements to better serve City of Austin citizens.  On behalf of council member,please allow me to respond.
  
  Please find below the rules and regulations regarding utility security deposits.
  
  15-9-54 - *************** REQUIRED.
  An applicant for utility service must comply with the requirements of Article 5 (***************) before the City may establish utility service.
  Source: **** Code Section 15-9-73; **** Code Section 18-4-102; Ord. 040805-02.
  
  15-9-55 - FEES AND PAYMENT.
  (A) In addition to establishing ***************, an applicant for service must pay all applicable fees prescribed by ordinance.
  (B) A person shall pay fees when the City sends the person an invoice.
  (C) A person must pay fees, a deposit, or other charge in ************* currency, or with a personal check, a traveler's check, a money order, a cashier's check, electronic funds transfer,a debit card, a credit card, or other method approved by customer care.
  Source: **** Code Section 15-9-75; **** Code Section 18-4-104; Ord. No. 031211-3; Ord. 040805-02.
  
  15-9-56 - VERIFICATION OF RIGHT OF OCCUPANCY.
  The City may require an applicant for utility service to produce verifiable proof of the applicant's right to occupy a service address, including a date of occupancy, before the City establishes or reconnects utility service for the customer at the service address.
  Source: **** Code Section 15-9-74; **** Code Section 18-4-103; Ord. 040805-02.
  
  15-9-57 - DOCUMENTATION FOR COMMERCIAL SERVICE.
  The City may require an applicant for commercial service to provide verifiable documentation of the applicant's authority to contract for the entity requesting service before the City establishes or reconnects commercial utility service.
  Source: **** Code Section 15-9-76; **** Code Section 18-4-105; Ord. 040805-02.
  
  
  
  ARTICLE 5. - ***************.
  
  15-9-71 - *************** AUTHORIZED.
  (A)The City may:
  (1) require a customer to give, maintain, or re-establish *************** for a service address or account;
  (2) require that a customer of a non-City owned ********************** district meet the credit security policy and procedures established by the district; and
  (3) establish utility customer payment standards, including the minimum payment practices a utility customer must meet instead of providing other forms of ***************.
  (B) ******** care shall develop guidelines establishing exceptions to the *************** requirements under this Article. ******** care may ***** an exception to the requirements of this Article based on the guidelines.
  Source: **** Code Sections 15-9-3(11) and 15-9-101; **** Code Sections 18-4-003 and 18-4-150; Ord.040805-02; Ord. No.20180412-005,Pt. 1, 4-23-18.
  
  15-9-72 - FORMS AND AMOUNT OF *************** FOR RESIDENTIAL SERVICE.
  If a residential customer or applicant provides proof of identification under Section 15-9-53 (Identification Required), the City may accept the following forms of ***************:
  (1) a record of satisfactory compliance with Section 15-9-75 (******** Payment Standards), if applicable, and no outstanding utility invoices;
  (2) a letter of reference from another electric, gas, or water utility indicating no record of late payments or outstanding balances, and no disconnections for non-payment during the last twelve consecutive billing cycles;
  (3) for a customer who has not had continuous utility service for the preceding 12 billing cycles due to the customer terminating utility services, a letter of reference from another electric, gas, or water utility indicating no record of late payments or outstanding balances and no disconnections for non-payment during 12 of the preceding 18 consecutive billing cycles;
  (4) for a tenant of a rental property where the cost of utilities is included in the rent payment, a signed copy of the tenant's lease and a written statement from the landlord indicating that rent payments were timely made for the preceding 12 consecutive months; or
  (5)a refundable deposit of $200.
  Source: **** Code Section 15-9-102; **** Code Section 18-4-151; Ord. 040805-02; Ord. 20060727-006; Ord.No.20180412-005,Pt. 2, 4-23-18.
  
  15-9-74 - TRANSFER OF ***************.
  If an existing customer requests a transfer to a new service address, customer care may:
  (1) require an additional deposit or *************** if the *************** requirement at a new service address is higher than at an existing customer's previous service address; or
  (2) continue the existing credit security agreement if the customer has no record of late payment, unlawful use of service, or utility service diversion.
  Source: **** Code Sections 15-9-103 and 15-9-143(A); **** Code Sections 18-4-152 and 18-4-217(A); Ord.040805-02.
  
  15-9-75 - CUSTOMER PAYMENT STANDARDS.
  (A)Except as set forth in subsection (B), to establish compliance with customer payment standards, a residential customer must:
  (1) have received utility service from the City for not fewer than 12 consecutive billing cycles;
  (2) have paid each utility invoice before its due date during the preceding 12 billing cycles;
  (3) not have submitted a payment returned for insufficient funds; and
  (4) not have committed unlawful use of service or utility service diversion.
  (B)For customers who have not had continuous utility service for the preceding 12 billing cycles due to the customer terminating utility services, a residential customer must show that in 12 of the preceding 18 billing cycles from the date that new utility service is requested, the residential customer has:
  (1) received utility service from the City for not fewer than 12 billing cycles;
  (2) paid each utility invoice before its due date;
  (3) not submitted a payment returned for insufficient funds; and
  (4) not committed unlawful use of service or utility service diversion.
  (C)To establish compliance with customer payment standards, a commercial customer must:
  (1) have received comparable commercial utility service from the City for not fewer than 24 consecutive billing cycles;
  (2) have paid each utility invoice before its due date during the preceding 24 billing cycles;
  (3) not have submitted a payment returned for insufficient funds; and not have committed unlawful use of service or utility service diversion.
  Source: **** Code Section 15-9-104; **** Code Section 18-4-153; Ord. 040805-02; Ord. No.20180412-005,Pt. 4, 4-23-18.
  
  15-9-76 - USE AND REPLACEMENT OF SECURITY DEPOSIT.
  (A)If the City determines that an existing customer's payment or unlawful usage practices create a financial risk to the City, it may require the customer to pay a new credit security deposit equal to:
  (1) three times the average monthly utility invoice for the service address over the 12 preceding billing cycles; or
  (2) $400 for residential customers and $1,000 for commercial customers if the customer has less than 12 billing cycles of history with the City.
  (B)The City may disconnect a customer's utility service if the customer fails to pay a new security deposit under this section.
  Source: Ord. 040805-02; Ord.No.20180412-005,Pt. 5, 4-23-18.
  
  If you have any additional questions,please contact City of Austin Utilitys ******** Care Center (***) is also available between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday for your convenience.
  
  You can reach the *** at the following:
  ******** ************ *************
  Outside Austin call toll-free:**************
  TDD: **************
  By Email:*************************************

  Customer response

  11/16/2023

  Complaint: 20836658
  
  I am rejecting this response because it does not address my complaint. I have just been sent a generalized response with no recognition of my initial complaint about the Austin energy representative who said they would remove the $200 fee. The response is clarification of austin energy's lack of compassion for families in a tough situation. 
  
  Regards,
  
  *************************

  Business response

  11/17/2023

  You had some concerns regarding Austin Energys residential deposit policy; all City of Austiin Utility accounts are required to either pay a security deposit of $200.00 that is billed on the first bill or show deposit waiver qualification.
  
  To qualify for a deposit waiver,the account holder must show good payment history with either Austin Energy or a previous metered utility provider.  The previous metered utility provider can provide a letter of reference indicating the good payment history. 
  
  City of Austin ***************************** (***) is also available between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday for your convenience.
  
  You can reach the *** at the following:
  Customer ************ *************
  Outside Austin call toll-free:**************
  TDD: **************
  By Email:*************************************

*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. ↩