Tom Coverly

Review of Emerald Coast Utilities Author...

My wife and I just recently moved down to Pensacol...

My wife and I just recently moved down to Pensacola, FL and any interaction we ve had with their customer service reps has been horrible!! My wife was literally being screamed over on the phone by a rep that refused to listen. They seem to only be there for a paycheck. Customer Service skills & the online/automated bill system is HORRIBLE!! Really disappointed to say the least. My wife entered our cc via phone to pay a bill. When it was not reflecting on our statement, she called 3 seperate times to ask why it was not reflected on our bank statement and to ask if all was good on their end. Each time, they said no worries, its showing zero balance and nothing more she needs to do. The final time my wife called they told my wife it was showing in their system that she entered the check info in wrong. Really?!? We never paid by check. We have been away feom home for past month on vacation and dont event have our chexking info with us. Yet, the representaive on phone proceeded to tell my wife she was wrong. Crazy!!! My wife asked to speak to supervisor and the woman placed her in hold for an hour hoping my wife would just hang up. We called back and then another representative said supervisors were in meetings all morning. Really?!? Again, then why previous person place my wife on hold to talk to supervisor. Obviously YOUR system is wrong when you tell is a check was used to make payment. I sat and watched my wife put in cc payment via phone. And now you charge a late fee when my wife made every attempt several times to make sure you received correct payment. We want this resolved Asap. Your resprentavive then says we were two days away from water being shut off after weeks of my wife being told by your company we had zero balance and all was fine. Horrible! Horrible!! Horrible!!!