Matthew Stross

Review of City Utilities of Springfield

Springfield City Utilities is one of the most unpr...

Springfield City Utilities is one of the most unprofessional companies I've ever had to deal with. I would consider myself a pretty patient and reasonable guy, but I can count on one hand the number of customer experiences I've ever had that were this bad. City Utilities recently had a security breach and my banking information was stolen. It happens. I get it. But if that weren't bad enough, City Utilities charged me a $25 late fee because my payment information was compromised and had to be cancelled. I explained to the representative that since they were the ones that lost my information and I was a victim of their improper handling of my information, it was ridiculous for me to have to pay the late fee. The representative told me that I, "should have been watching my account and let them know that the payment didn't go through so they could fix it." Are you serious? He finally waved the late fee, but then lectured me about how if this happened in the future, the late fee would not be waived. I asked him how I knew that my payment information would be safe since it had been handled so incompetently. He told me that, "it was our 3rd party billing agency that lost it, so we really had no control over it." How is that supposed to make me feel any better?!? I've had better customer service from telephone scammers. Sheesh.

Edit: Ask to speak to Brandon. He's the only one I'm willing to deal with from now on. Super nice guy, very professional. Might be the only employee within the entire God-forsaken company that has an ounce of decency and customer service.