The Utility Company of Austin - Austin, Texas

Abigail Campbell

Man these people are predatory. They incentivize you to use their auto pay system, which has a mind of its own and WILL lead to returned payments, either by withdrawing more than the bill says is due or straight up double charging you. Once this happens twice they remove all those incentives and you end up with $400 worth of fees and penalties. If you try to fight it, you get the runaround for weeks (I’m starting to wonder if that’s intentional so you end up in a “pay up or lose services” situation). They even told me there are charities that can help— as if I’m going to beg people for money to pay an amount they are absolutely not entitled to! Disgusting company. I wish I could go elsewhere.

Dani Renee

Absolutely embarrassing utility company. I setup auto pay and then had to update my payment method. Even though the previous payment method was no longer on file, they tried to charge the old account anyway. This caused my payment to be late. I called and waited 2 hours for an agent on May 30. The agent assisted and advised that the auto pay would charge the new payment method in June. That didn't happen. So another late payment caused by them. I called to ask why it was not working and waited an hour and a half to get an agent. I explained what happened the previous call and wanted to know why it was still not working. The agent provided no assistance and hung up on me. I called back. Another hour and a half hold. I then explained everything in detail what had happened and the agent then asked a question that not 2 seconds before I had already answered. I stated "I just answered this question. " I was then hung up on. The lack of customer support for this city run utility is absolutely ridiculous. It's enough to make you want to leave this city. the prices are astronomical compared to other places and zero customer support.

Breahna Lanier

If you love paying big money for things you don't need, even after you leave your residence-- then you'll love the city of Austin utilities! I truly wish there was a zero star option. The amount of additional fees added on to your bill even when you live in a residence that does not utilize any of the "services" they charge you, should be illegal. Trying to shut down services will bring you additional fees and auto deductions that are not vocalized to you as well. Even after being told I would show no additional charges after they continued to charge me 2 months after vacating, I received notice of another auto-deduction from my account. Truly horrendous greed and lack of communication here. Planning on living anywhere else to avoid this monopolistic utility company.

Andrew Benigno

Have only had to reach out to the customer service twice thus far (started in March) and both times I was unfortunate enough to speak to extremely rude COA representatives who could not provide the simplest assistance. First Time I called on a Friday to connect the power to my new apartment and they said they couldn't cut on my power until the following Monday. No big deal all I needed was written proof to provide to my Leasing agent as it was a stipulation of the lease. After accepting my deposit and long conversation with the rep telling me they do not provide written documentation, I was told they would email me something. I never received the written documentation, but the leasing agent was familiar with the difficulty of this organization and let me move forward.
I just reached out again to inquire about adding the other member in my apartment (who is listed on the lease) to the bill for assistance in them qualifying for veteran benefits, by providing proof of Texas residency. The woman instantly became agitated and told me that they can not do this. I requested a supervisor, which she said would take 48hours to get back with me. I remained calm and said is there anyone supervising the team Today that I can speak with and eventually said I need to get the other person on the call for them to accept legal responsibility of the account. After providing personal information to the rep she patronizingly told me to hold for a supervisor. The supervisor then informed me that they can not provide any written information showing legal responsibility to the account, but the co-account holder can log on and view the account at their pleasure. I kindly informed the lady that I don't understand how you can make someone legally liable for the account, but can not provide the person with any written proof to assist with his pursuit of veteran benefits. I asked the supervisor if they agree that doesn't make sense and requested they remove the co-account holder's liability from the account as their is no benefit on the customers end. No small request of someone who pays you for services should ever be so stressful from the get go. The idea of customer service with this company is way off kilter of where it should be and it is terribly sad this group represent the fine city of Austin. I would highly recommend steering clear of this company at all cost.

Brian O

Staff is hit or miss, either rude and unprofessional, or the best experience of your life. Even that can't save this place.

Their website is atrocious. Nothing that you do matters, I tried to remove my "pay limit " and it didn't go through. Kept calling customer support who told me THEY had done it. Fast forward two months and I just got dropped out of a conference call by a no notice disconnect. Apparently customer support doesn't talk to their field techs.

If they weren't a monopoly they'd have no customers. You want to talk to a supervisor? 24 - 48 hour wait time. Do the workers just read a script and have no boss?

I'll update this after my 24-48 hour wait to talk to someone that doesn't read a script. From my phone, of course.

Celeste

This is absolutely ridiculous, Ive overpayed multiple times and had a credit of hundreds of dollars due to their incompetent online/phone services. In order to prevent overpaying hundreds the rep guided me through autopay. Not once once i informed that if i miss payments twice i would not be able to use online services completely for 12 months. So of course after i sign up they start charging me 2-3 days before i get payed. I asked for my bills to be on the 3rd of every month. Now since their FIRM policy is 2 strikes youre done, i am forced to either adjust my 8-5 schedule and pay at their location (7:45am-4:30pm M-F) OR do money orders and pay their fees for even doing it. I wouldve thought that if they looked at my track record and saw my over excellent online payments, and saw the discord of miscommunication, they would help a loyal customer out. This is coporate greed, monopoly... so upset.

charlie jones

I've been a faithful customer for over 20 years. I fell behind in payments recently from operating a failing business. Now that I have started a new job I called a few days ago to get on a scedule to pay down my bill. Brandon was the person I spoke with. He assured me there was definitely a way to continue service and pay down the bill and that I needed to call back when the new billing cycle began (). I waited through the weekend and monday evening I got an "ADDITIONAL NOTICE OF TERMINATION"() I woke early to call and straighten this out and as I looked up the number I noticed a utilities pickup pulling up. I immediately got on the phone as the employee shut off my utilities. I got Brandon again. He explained that since I didn't call the first day of the billing cycle they decided to terminate me. He then informed me I'd need to pay almost the full amount to return service. I asked to speak with someone else that could help. I was transferred to an individual named Princess. She constantly interrupted me and made me feel disrespected and talked down to. I tried every way I knew to make sense of the situation but she couldn't explain why I wouldn't be able to make a $100 payment today and devise a reasonable schedule to catch up on the bill. She notified me that I needed to complain to the postal service for not receiving a notice of termination. I explained that I had gotten only bills, one of which I received yesterday and had it in my hand. I either had to pay over half of the existing bill today or no go. She then offered me the numbers of some churches I could call to beg for assistance.? I am a man trying very hard to make up for falling behind on my bills and I needed to ask for a reasonable schedule to get up to par. What makes this seem so bewildering is that I CALLED THEM to get back to normal. This is not because I'd received any threat to end service. I was only getting regular bills. I think if I hadn't called and just payed what I could I'd probably have been fine. Now I will have a home with no shower, toilet or way to have a/c and lights or charge my phone and a refrigerator of wasted food. I don't understand any of this. I hope the city of Austin will figure out a better way to deal with this type of situation. It's totally unnecessary to be that punitive when a person makes serious effort to get right with them.

Joshua Myers

It is very possible that the City of Austin Utilities has the worst payment systems in the state.

Can you pay by card? Yes.... Just follow this 13 step system that requires you to enter your account information TWICE and yet some how still doesn't know how much you need to pay. (only available if working and its never working on the due day.)

Want to pay by mail? Sure, just don't expect to get a physical bill though. Every new customer is required to go paperless, customers that request physical bills are ignored.

Do they do auto draft? Sure, it doesn't always work though. If the system doesn't draft properly don't worry, they will send you a past due email with all those extra charges and late fees.