The new business owner said he paid each bill religiously, then applied for the refund when the year was up in September. In an e-mail from ComEd's customer service department, the utility told Pinion it had reviewed his account and determined he had paid two monthly bills late. It did not say when the late payments occurred, or how late they were. The e-mail was signed by "Jaime" of the power company's "Customer Correspondence Group. Pinion said he e-mailed back, asking which payments were late and when he would be eligible for his refund, but never heard back.
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The Big Picture. More on Understanding your public utility service rights. Can a utility company ask for a deposit? Displaying information for [ change ]. Take action. Filing a complaint against a utility company. There are different utility deposit rules for general customers and low-income customers.
General customers The utility may ask for a deposit from a general customer or applicant if: The current customer has paid late four times in the past 12 months and has an undisputed past due balance for more than 30 days; The applicant has a low credit score; The applicant has a final unpaid bill; The applicant previously was disconnected for nonpayment of a bill for the same class and type of service; The utility company has evidence of the applicant or customer tampering with or changing the equipment; or There is evidence of Payment Avoidance by Location PAL.
Low-income customers The utility may not require a deposit from a low-income customer for Late payments and past due over 30 days, or Low credit scoring. Written notification for a deposit The utility company must request a deposit from the applicant or customer in writing. The notice must include the following: Reason for the deposit; Amount of the deposit; How the deposit is calculated; Payment requirements; Schedule of payments for the deposit; Date by which entire deposit must be paid; That the deposit amount can be adjusted if the annual charges for the customer substantially change; Refund policy; Interest policy; Deposit policy for qualified low-income households; How to demonstrate low-income qualifications; and Availability and contact information for the Commissioner's Consumer Services Division in the event of a dispute.
Getting a refund of your deposit from a utility company The utility company shall refund your deposit with interest, after 12 consecutive months if: You have fewer than four late payments; No disconnections for non-payment; No tampering; and No past due balance is owed at the time of the deposit refund. Contact your state consumer protection office for more information.
You have the right to know why the utility company denied you service. The company has to send you a notice, within 30 days of its decision, telling you the specific reasons why they denied you service or notifying you that you have the right to know those reasons. You then have 60 days to request that they tell you those reasons. You must submit your request in writing. You also could contact your state or local consumer protection office to check on any additional rights under state law.
You might have the following options:. Contact your state or local consumer protection office for current information on these protections.
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