Owensboro Municipal Utilities complaints

Company states; We received your request for information regarding the OMU account at 724 Cedar St for Mr. Payne. While I can't go into specifics on his account without his permission, I will still share how these types of situations are handed on our end. Based on the information you provided, I will address those scenarios: * Customer says "after paying almost $800 "We have asked for proof of payment from the customer's financial institution on multiple occasions. When a payment is rejected by their financial institution, we must assume that is correct unless the customer can provide proof otherwise. In this case, we have not received proof that the payment has cleared the customer's bank account. *OMU has a control center that operates 24/7, so there is always someone available to take after hour calls for connections. If the customer had called after hours, he would have been able to speak to a representative to have his power restored. * It is against OMU's ordinance for a customer to tamper with their electric meter in any way. The customer states that he turned the meter on himself, which means he had to cut the OMU seal off the meter, pull the meter off the base, and remove the boots. All if this very dangerous and poses a threat to him as well as the community. * When tampering is found in the field, the service is shut back off. A tampering fee is charged and must be paid before reconnection of services. * Customer mentioned a fee of $129 - Our approved fee scheduled does state a first offense tampering fee is $100 plus taxes. I hope this answers any questions or concerns you might have concerning the circumstances involved. Sincerely, Customer Service Supervisor

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Company states; I will again speak in generalities since I am not able to go into specifics on his account without his permission. His additional concerns were: It is also in OMU practice to return service without payment confirmation - We do reconnect service when the required payment is received. If payment is in the form of a check, we assume the check will clear, so yes, we would reconnect service. And then just shut water off and come back week later to turn electric off - Correct, we disconnect one service at a time. If we do not receive payment, then we go back out one week later to disconnect the 2nd service. This allows the customer more time to make a payment rather than us disconnecting everything at one time. And then it was 5 days later when "payment didn't come through" even though I showed your company email confirmation that it was received and accepted. The only confirmation we received from the customer was the initial verification that OMU sent indicating payment was received. That confirmation did not mean that the check had cleared. We didn't receive any other proof that the payment processed on the customer side as requested.

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