City Utilities Of Springfield complaints

I lost my job in January and have had a past due account with City Utilities. Because I did not have a regular income I also dealt with disconnect notices regularly. They do not send out emails or phone calls notifying you your account is in disconnect status, they only mail out a letter and say that is the only way. Even online, you cannot see your account is in disconnect status, just a past due balance. City utilities stated this is the only way their system can notify customers. They stated they mail the notices out 2 weeks prior to disconnect. I do not believe this. I never receive my disconnect notice until a day, sometimes 2, prior to my account getting disconnected. Every time I call to ask why I receive the letter so late, I am told to reach out to the post office. The post office states they mail the letters from CU when they are received and should not take 2 weeks to reach my home for same city mailing. I feel as if this is a way for customers to get disconnected intentionally. Also, if you receive the letter the day before disconnect, you cannot set a payment arrangement as they say it is too late. I do not believe they are mailing the disconnect letters the same day they are printed. Resolution Sought They need to find a resolution immediately, if you can notify the customer of a past due balance by email or phone call, then you can notify the customer of a disconnect. Or even simply put a notification in the mobile app. There are way to assist but they are choosing not to. They should also waive fees for anyone who has their account disconnected due to this mailing issue.

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