ACC responds to our complaints

Evidently a response to Jonathan’s complaint. Adam received a similar email the same day.

It says APS “appropriately communicated and disconnected Ms. Korman's service for non-payment in accordance with these approved rules”.

We do not approve of the rules which let them kill our mother.

To: Jonathan Korman (via email)

Subject: APS Inquiry #207591

19 May 2025

Good Afternoon Mr. Jonathan Korman,

This email is in response to your questions and concerns surrounding the power disconnection to your mom’s home at 13417 W. Copperstone Dr. Sun City West, AZ. This office received your May 2, 2025, inquiry and submitted questions to APS for response, their response is below.  I would like to address your question “How you can allow utilities to cut off life-saving service without Direct Contact?” The Arizona Corporation Commission follows the Arizona Administrative Code which are rules that govern utilities. Each customer has the ability to choose how they wish to receive information, such as billing, notices, etc. from their utility, if options are offered.  When a customer chooses e-billing, they are advised the billing, notices, etc. will be provided to them per their request. This will only change when directed by the customer.  It is also a customer’s responsibility to update when needed, their personal contact information to ensure accurate e-billing. 

• 01/25/2024 - APS emailed Ms. Korman her January monthly bill. The bill consisted of her energy charges through 01/24/2024.

• 02/24/2024 - APS emailed Ms. Korman her February monthly bill. The bill consisted of her delinquent balance and new energy charges through 02/23/2024.

• 03/23/2024 - APS emailed Ms. Korman her March monthly bill. The bill consisted of her delinquent balance and new energy charges through 03/22/2024.

• 04/24/2024 - APS emailed Ms. Korman her April monthly bill. The bill consisted of her delinquent balance and new energy charges through 04/23/2024. Additionally, the bill included a shut off notice. The notice advised Ms. Korman that her  delinquent balance needed to be paid by 05/07/2024 or her service would be subject to disconnection for non-payment (per Sch 1, 7.3.B). The bill also included a message encouraging Ms. Korman to visit the APS webpage, aps.com/assistance, if she needed help paying her bill. The bill message included the following details:
  
  "We have programs and resources that can help. For example, we can give qualifying customers extra time to catch up on their past due energy bill with a payment arrangement or explore bill assistance programs and resources to help reduce the monthly payment or pay down the bill. Learn more at aps.com/assistance or dial 211 for community services."

• 04/30/2024 - APS sent Ms. Korman an email encouraging her to pay her delinquent balance or contact the Company to establish a payment arrangement on or before 05/07/2024 to avoid a disconnection for non-payment. 

• 05/01/2024 - APS's automated phone system (IVR) performed an outbound call to Ms. Korman as a reminder to encourage a payment be made to prevent her service from being disconnected for non-payment. 

• 05/08/2024 - No response or payment was received so APS delivered a door hanger notice to Ms. Korman's residence. The door hanger stated APS's intent to disconnect the service if the delinquent balance was not paid. 

• 05/08/2024 - APS sent Ms. Korman an email confirming the delivery of the door hanger notice.

• 05/09/2024 - APS sent Ms. Korman a final disconnection email advising that an immediate payment was required to avoid disconnection.

• 05/13/2024 - No response or payment was received so APS disconnected Ms. Korman's service for non-payment.

• 05/14/2024 - APS sent an email to Ms. Korman confirming the recent disconnection for non-payment and encouraged her to contact the Company if she would like to reconnect service.     

APS states that its investigation found that the Company followed its Commission approved Residential Service Termination Process as provided in Service Schedule 1, Section 7.7. and appropriately communicated and disconnected Ms. Korman's service for non-payment in accordance with these approved rules. The Company also advised that recent communication occurred directly with Mr. Adam Korman and Ms. Danielle Evans, APS Director — Customer Experience Operations, regarding Ms. Korman. 

Thank you,

Isabelle Mata

Public Utilities Consumer Analyst I

Arizona Corporation Commission

1200 West Washington Street

Phoenix, Arizona 85007