Hannah M.

Review of City Utilities of Springfield

Worst experience of customer service of my life. I...

Worst experience of customer service of my life. I have it on recording of a man from their customer service saying "Geez Louise lady, haven't paid your bill in 6 months just do it already."
He thought he hung up. I told him I could hear him, THEN he hung up.
Not only does it not even make sense that I couldn't have paid a bill for 6 months considering they would have shut it off forever ago, it obviously wasn't true.
For some reason they had been overcharging us, claiming we never paid. I called from the VERY beginning and got absolutely no help, and with all of those calls, no one told us they charged us an extra $25 for being "late". SIX MONTHS this went on.
The ONLY reason I got this fixed was because we had a connection to someone that worked high up in the company, and he referred us to the head of customer service. She was extremely nice and helpful. She couldn't believe it had gone on that long and no one had referred us to her. She was appalled.
They ended up refunding us nearly $200.
It was the simplest fix and everyone refused to help.
Apparently they are all in a union as well, so they cannot be fired. It's really unfortunate because the upper managers are very polite and helpful.
A heads up, if you find your bill is way high, it's possible they are charging you for something extra and not informing you of it.