LETTER: Need clarity and communication from APUA

3

Dear Sir/Madam

I and some of my relatives have experienced inconsistencies from APUA services. I have itemized and explained them below.

1.Some were receiving bills in the mail. They then started using the “Quick Pay” service on the APUA website. Months later, the bills stopped coming. They contacted APUA and were told that since they started paying online, paper bills were no longer being mailed. But the “Quick Pay” option does not allow for online viewing of bills! Plus, if APUA is going to stop a service, then it should inform the customer. Any change in routine should come with notification.

2.We also need clarity on disconnection. I asked the cashier in the High Street branch what’s the minimum a person must owe before disconnection. She could not give me a figure but said disconnection could happen if the last payment was made more than 30 days ago.

Suppose I owe only $50 for the past 3 months – do I get disconnected for that? Someone who owes $800 every month does not get disconnected. Suppose I had to travel on an emergency and was away for 6 weeks. When I return home, I am disconnected because I owe $50, and people who regularly owe more than that don’t suffer.

Yes, we need some clarity and consistency. What exactly are the rules/policies/procedures of APUA? People are confused and it’s getting in the way of being able to enjoy APUA’s services.

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3 COMMENTS

  2. Doesn’t make sense to print bill from quick pay as the bills are not current. Mine is still showing for June as the last bill.

  3. APUA as a monopoly,has never deemed it important to put customers first. Their policies are archaic, outdated and counterproductive to good customer service.
    It is my opinion from experience, that they do whatever the hell they want and feel no obligation to properly inform the consumer.
    It is my opinion that a disconnection notice should proceed disruption of any service,accompanied by the date of interruption, and the amount outstanding to include any applicable fees. It is the way it is done in civilized countries where the success of a business depends on the retention and approval of customers.
    Here in Antigua and Barbuda, we are like timid slaves,accepting any mediocrity, incompetence and abuse.

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