Q: Do I have to pay a deposit to get service from the Lebanon Utilities?

Transcription

1 Deposit FAQ Q: Do I have to pay a deposit to get service from the Lebanon Utilities? A: Possibly Q: How may I avoid paying a deposit? A: If you are a current customer in good standing for the past twelve months with the Lebanon Utilities or if you are able provide a letter of good standing from your previous utility company, you will not be required to pay a deposit. The Lebanon Utilities will run a credit check through a third party vendor. The credit check will come back as either satisfactory or unsatisfactory. If the credit check is satisfactory no deposit is required. Q: How much is the deposit? A: The deposit is two months average bill for the last twelve months. Q: What if want to dispute my credit verification results? A: You must contact our credit check vendor. Q: What if there is not a monthly average bill? A: We are able to calculate an estimate by comparing other properties of similar size and types of uses or a combination of other factors. Q: When do I have to pay the deposit? A: When you sign up for service. Q: What if l am not able pay the whole deposit? A: With approval by our Customer Service Manager half will be due at the time you sign up for service and the other half will be added to your initial bill. Q: When will my deposit be refunded? A: We hold deposits for eleven months and then they are credited to your eleventh bill or if you move before eleven months then they are credited to your final bill.

2 Q: Do commercial or industrial customer have to pay a deposit? A: Possibly Q: How may I avoid paying a deposit? A: If you are a current customer in good standing for the past twelve months with the Lebanon Utilities or if you are able to provide a letter of good standing from your previous utility company you will not be required to pay a deposit. Q: How much is the deposit for commercial or industrial customers? A: The deposit is two months average bill for the last twelve months. Q: What if there is not a monthly average bill for a commercial or industrial customer? A: We are able to calculate an estimate by comparing other propertiesof similar size and types of use or a combination of other factors. Q: What happens if the check for deposit is returned for non-sufficient funds? A: Your services will be shut off immediately and you would be required to pay all fees and/or utility bills before services will be turned on. Payment must be in cash, money order or credit card. Q: Is a third party able to pay my deposit? A: Yes, but we need to have the funds at the time you sign up for service. Q: Do I have to provide a social security number or federal ID? A: Yes, or some other form of government ID Q: What is required to be in good standing with the Lebanon Utilities? A: You have not been disconnected for nonpayment in the last 12 months.

3 New Service FAQ Q: What do I need in order to obtain utility services? A: Renter: a copy of your lease and picture ID of everyone listed on the lease who is over 18 years of age. Owner: picture ID of all names to be on the account. Q: Once I have the appropriate documents what else will I need to do in order to obtain services and how long will it take to complete. A: You will need to fill out an application for service which will take approximately 3 minutes. Q: Once I have submitted all required documents how long will it be before services are activated. A: Please allow two business days to process all paperwork and schedule the work. Many times we are able to complete in one business day but ask that you allow for at least two business days. Q: What if the utility services are already connected. A: You must still come to the office with the appropriate documents in order to place the utilities in your name. Q: What steps need to be taken in order to acquire services (services that exist now) for commercial or industrial customer. A: You will have to fill out an application for service and complete the application including a Federal ID number.

4 Billing and Payments FAQ Q: When may I expect my first bill? A: Your first bill will be mailed according to the mail date of your cycle. Also if your first bill is less than 15 days you will not receive a bill until the next billing cycle which will result in a bill for more than 30 days for the first bill. Q: What payment methods are available? A: You may pay by cash, money order, check or credit card. We also offer preauthorized payments that are set up to automatically pay your bill on your due date each month. There is an after hour drop box located in front of the building and credit card payments can be made by phone, on line or in our office. All forms of payments are accepted in our office. Q: What are your office hours? A: Our office is open Monday through Friday, 7:30am to 4:30pm. Q: How do I receive my bill? A: You may receive your bill through regular mail or by . Q: How often will I receive my bill? A: You should receive your bill once a month always around the same time each month. Q: How many days of usage will be on my bill? A: The number of days will range between 28 to 33 days depending on holidays. Q: What do I do if I do not receive my bill? A: Immediately call our office and we will provide you a copy. Q: What if I pay by check and my check is returned? A: Once we receive the check back from the bank we will assess the return charge and issue a letter giving you a deadline to bring in cash, money order, or credit card. Q: What if I am not able pay my bill by the due date? A: You need to come into the office and fill out a pay agreement form. If you do not adhere to the pay agreement you will be disconnected with no further notice.

5 Discontinued Service FAQ Q: How do I have my service discontinued? A: You will need to notify the Lebanon Utilities in writing providing the date for disconnect along with a forwarding address and phone number for the final bill. Q: How much notice do I have to give? A: Three business days to allow us time to schedule the final readings. Q: What if I do not give you notice? A: You will be responsible for your bill or bills until you give us notice in writing.

6 Utilities Right to Discontinue Services FAQ Q: When may the Lebanon Utilities disconnect my service without any notice? A: When a condition that is dangerous or hazardous to life, physical safety, or property exists. When emergency repairs must be made to the utilities facilities or systems. When there has been tampering. When authorized by a court or other duly authorized agency. Q: When may the Lebanon Utilities disconnect my service with written notice? A: When a delinquent bill remains unpaid, When planned repairs are to be made to the utilities facilities or system. When customer denies access by employees of the utility to its meters or other facilities. When customer uses equipment in such a manner as to adversely affect the utilities system, or service supplied by utility to other customers When customer fails to comply with the provisions of the General Terms and Conditions for any utility service.