I was charged an 11 dollar fee by Citizens Gas in Indianapolis after making my payment on time using a bank account (routing number + bank account number) with their easy pay service. I received a letter in the mail stating that 11 dollars is billed to my account along with the past bill due to "No Account/Unable to Locate".
When calling them, they stated that they did not receive the payment from the bank. First off, their website looks like a 4th grade HTML programming project. When I save my bank account (there is a little check box that says "Save Bank Account for Future Use" it does not save. I made three successful payments before this one failed.
Since the website does not save my bank account number, I have to manually enter it each time (I use a copy-paste method so I don't have to type it out).
When talking to their customer service, I escalated the situation to their supervisor Cathrine Francis (Kathrine Francis, not sure of the spelling) who told me something to the extent of "sorry the website doesn't work, it's not our fault. [continued below]....
..... You should manually enter the bank account number correctly each time. Saving the bank account is a new feature of the website and it is not mandatory that it work correctly on our site" She also told me that it is my responsibility to pay the 11 dollar fee, even though it is their poorly made website that doesn't save my credentials each time.
She also assured me that the IT department checked the site and it saves bank account numbers successfully. I paid the 11 dollars on top of the gas bill, and TOOK A SCREEN SHOT proving that I checked the "save account" box.
Guess what, it didn't save it...Again..
Shows how much a multi-million dollar Utility company cares about their customers. If I wasn't stuck using this company I would switch, but they have a monopoly on the gas utility in Indianapolis. I'm sure I will be forced to pay many more of these 11 dollar fees in the future as apparently it is THE CUSTOMER'S fault that their website was programmed by an Elementary school class project.