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“I'll update why but due to being currently hospitalized, I'll try to summarize it quick. I called to ask about my billing. Nicole/Nicola in Vestal hung up while calling someone else to see if she could verify seeing a payment I made on 1/30, on her end today, after I waited on hold for over an hr. I then got Jennifer and she said she doesn't understand HEAP billing then cut me off due to it approaching "closing" @5:30. This was after I had to wait on hold again for over an hr just to start over with going through my billing. If this is the billing department, why is nobody trained on understanding and interacting with HEAP billing? Both individuals explained that only 1 person with Mirabito handles and understands HEAP billing. Why would someone need to be "trained" on it when HEAP literally only does 2 payments a year, max. Then Mirabito does 2 deliveries a year tied to those, max. So why would someone need to be trained on adding 2 sets of numbers then subtract the overall deliveries from the overall payments? What? That's why I called, because that math doesn't add up. I'm calling DSS and HEAP tomorrow to reach out on my behalf too because it appears Mirabito has been pocketing money from my HEAP payments that they shouldn't. If this is accurate, this is fraud. I'm a permanently disabled quadriplegic and need all of the $ from HEAP for fuel. This really is insane to me. There is no possible way that the billing could be any more simpler than it already is.“