Western Virginia Water Authority

This letter is a response to your complaint that you filed with the Revdex.comI have reviewed your utility account and your complaint.The utility bill you receive each month shows the consumption that was billed along with a graph showing the previous twelve months of consumptionAs shown on your bill dated March 25, 2015, which I have attached, your consumption has been increasing over the past few monthsI have also included a graph from the meter reading system showing the same results If you feel that your water meter is improperly registering your consumption, you may request a meter accuracy testIf your meter tests successfully, a charge of $will be added to your accountIf the meter does not test successfully, you will not be charged a fee and adjustments would be made on your account.There are various ways you can check for leaks at your residenceI have included a document discussing those options for you.Should you have any questions regarding your payment options or if you would like to discuss this further, please call me directly at [redacted] Sincerely, [redacted] Utility Billing ManagerWestern Virginia Water Authority

This letter is a response to your complaint that you filed with the Revdex.comI have reviewed your utility account and your complaint.The Water Authority records each of our customer interactions for quality assurance and trainingI have listened to your conversations with our customer service staff for the past several months and am attaching the .wav files of these conversations for your review as well While we do not feel that our reps were unprofessional during these calls, we welcome you to let us know which of these calls you feel our staff conducted themselves in the manner of yourcomplaintYour feedback will be used for training purposes Should you have any questions or if you would like to discuss this further, please call me directly at [redacted] .Sincerely, [redacted] Utility Billing ManagerWestern Virginia Water Authority

This letter is a response to the complaint that you filed with the Revdex.comI havereviewed your utility account and your complaint.The Western Virginia Water Authority has a policy of issuing credits for a three year period fromdate of notificationThe same three year period would have been in effect if you were notcharged for a service.An adjustment was made on your utility account in the amount of $for the sewer chargespaid by you during the past yearsA refund check has been processed in this amount.Your request to be reimbursed for lyears is denied.Should you have any questions or if you would like to discuss this further, please call me directlyat [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have enough stress in my life without listening to these arrogant people again There were many many more than phone calls I had to argue with multiple reps over one issue I had just to get them to correct thier mistake I do feel I was treated rudely by people with arrogant attitudes They know they can get away with that bc you have to get your water from them I can not imagine a conpany with competitors treating anybody the way they do If there was another choice for water they would have lost my account months ago I asked for an apology and for them to be more considerate of their customers and it looks like they are too full of themselves to do that What a shame Regards, [redacted]

This letter is a response to the complaint that you filed with the Revdex.comI have reviewed your utility account and your complaint.Our records indicate the account was started in your name on November 29, and terminated on April 10, This account was only in your
name during this periodYour final bill was sent on April 18, to your address of *** *** *** Apt *** *** ** ***This bill was not paid and therefore, was turned over to the collection agencyBecause the final bill was not paid, an additional amount of $in fees was addedThis amountconsists of two $annual Virginia Debt Set-off fees and a $collection agency fee.Since you have made payment of $to the collection agency, your request to have the additional fees of $waived is granted.Should you have any questions or if you would like to discuss this further, please call me directly at ***.Sincerely,*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,*** ***

This letter is a response to your complaint that you filed with the Revdex.com. I have reviewed your utility account and your complaint.The utility bill you receive each month shows the consumption that was billed along with a graph showing the previous twelve months of consumption. As shown on your bill dated March 25, 2015, which I have attached, your consumption has been increasing over the past few months. I have also included a graph from the meter reading system showing the same results.  If you feel that your water meter is improperly registering your consumption, you may request a meter accuracy test. If your meter tests successfully, a charge of $50.00 will be added to your account. If the meter does not test successfully, you will not be charged a fee and adjustments would be made on your account.There are various ways you can check for leaks at your residence. I have included a document discussing those options for you.Should you have any questions regarding your payment options or if you would like to discuss this further, please call me directly at [redacted] Sincerely,[redacted]Utility Billing ManagerWestern Virginia Water Authority

This letter is a response to your complaint that you filed with the Revdex.com. I have reviewed your utility account and your complaint.The Water Authority records each of our customer interactions for quality assurance and training. I have listened to your conversations with our customer service staff for the past several months and am attaching the .wav files of these conversations for your review as well.  While we do not feel that our reps were unprofessional during these calls, we welcome you to let us know which of these calls you feel our staff conducted themselves in the manner of yourcomplaint. Your feedback will be used for training purposes.  Should you have any questions or if you would like to discuss this further, please call me directly at [redacted].Sincerely,[redacted]Utility Billing ManagerWestern Virginia Water Authority

This letter is a response to the complaint that you filed with the Revdex.com. I have reviewed your utility account and your complaint.Even though our records indicate a termination date of September 13, 2013.  I will have the billing adjusted to July 23, 2013. Based on...

this change, there will not be a balance owed on your account.I have initiated the process today with our collection agency to halt all collections efforts. The collection agency will notify the credit bureaus to remove your negative credit activity from the Western Virginia Water Authority.Should you have any questions or if you would like to discuss this further, please call me directly at [redacted].Sincerely[redacted]Utility Billing ManagerWestern Virginia Water Authority

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have enough stress in my life without listening to these arrogant people again.  There were many many more than 5 phone calls.  I had to argue with multiple reps over one issue I had just to get them to correct thier mistake.   I do feel I was treated rudely by people with arrogant attitudes.  They know they can get away with that bc you have to get your water from them.  I can not imagine a conpany with competitors treating anybody the way they do.  If there was another choice for water they would have lost my account months ago.  I asked for an apology and for them to be more considerate of their customers and it looks like they are too full of themselves to do that.  What a shame.   
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My complaint is that the customer service...

representatives have mostly been rude, arrogant, and uncaring when I have called over various issues . My complaint does not mention nor have anything to do with my bills or usage but simply the arragance and uncaring attitude of customer service representatives.  They dont have to care bc where else will you get your water.  I have never been treated this way by companies where you have options.  They obviously did not even read my complaint bc their response made no sense what so ever. It only went to show the type of behavior I was complaining of to begin with.  I want an apology for the arrogance and I want them to make more effort to show they care about customers.  Its that simple and they are too arrogant to even do that.
Regards,
[redacted]

before this response was received I did call and they did waive the fee. I did actually attempt to put a message on this complaint ID that the issue had been resolved. However I could not figure out how to get that done so instead I emailed Revdex.com included the complaint ID and explained that the matter had already been resolved. I guess that email was not received or reviewed on time to close this complaint. I still think somebody is not doing their job properly at the water company because they are losing mail up there. From now on I'm sending their payment from my bank account directly. I actually do not have a balance or should not right now because I sent them the 99 dollars and 62 cents directly from my bank account and my bank account is showing that it has cleared.
 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This letter is a response the Revdex.com. I have reviewed your utility account and your complaint.  Payments are automatically processed on the day they are received at our payment processing center.
There are multiple payment options available to you including automatic...

bank drafting, paying by phone or on the web.  I have enclosed information on these payment options.
On two occasions in the past several months, your utility account has been assessed late fees because a payment was not posted to your account by the due date.  In both instances you have spoken to customer service representatives and the late fee has been has been removed.  In the future if a payment is not received by the due date, the account is subject to a late fee and the fee will not be waived if assessed.
At this time, there is a past due balance on your account in the amount of $50.99 that was due on October 14, 2014.  There is a current bill due in the amount of $48.63 due on November 11, 2014.  The total outstanding balance on your account is $99.62.
Should you have any questions regarding our payment options or if you would like to discuss this further, please call me directly at [redacted]
Sincerely,
[redacted]
Utility Billing Manager
Western Virginia Water Authority

This letter is a response to the complaint that you filed with the Revdex.com. I havereviewed your utility account and your complaint.The Western Virginia Water Authority has a policy of issuing credits for a three year period fromdate of notification. The same three year period would...

have been in effect if you were notcharged for a service.An adjustment was made on your utility account in the amount of $998.84 for the sewer chargespaid by you during the past 3 years. A refund check has been processed in this amount.Your request to be reimbursed for l0 years is denied.Should you have any questions or if you would like to discuss this further, please call me directlyat [redacted].

Pay your bill there and cash only SMH these people suck either way if you pay on line 3 days ahead your still late because they're to lazy to check to See if the payment is there on line they rather you pay them cash only and cut u off and still charge you 50 bucks ..Y it makes no sense.. already on the call with the Revdex.com ..you welcome

Review: My ex girlfriend who was also living at this location gave me a bill that showed a cut off notice for the 21st of Nov. I called left the 80.00 payment and received a confirmation number. Too my surprise on the 23rd the water was cut off. I called the customer service gave them the address and explained I wasn't listed on the account but knew it was past due the 80.00 as the payment must not have posted. I told the lady to apply 250.00 to the account to cut the water on. She told me she couldn't discuss the account info with me since I wasn't listed. I explained to her my ex girlfriend who's on the account is in the hospital. And I didn't need any info I told her I'd pay 300.00 if need be and she refused to help. I saw the bill last week and saw only 80.00 was overdue. I asked to speak to a manager and she hung up on me. Finially my ex added me to the account, so I called back and they were closed for the holiday and even the Friday after thanksgiving. Being they have a monopoly they probably won't care bout this complaint but they are awful customer service providers.Desired Settlement: Honestly I wish their were other providers of water in this area but I want to be contacted ASAP as I explained to the hateful customer service agent I have kids to take care of. I would also like them to explain why they refused to take money way more money than what was due. I didn't get the agents name but she should be fired. I expect at least a apology and my water cut on willing to pay double the amount due [redacted] I offered 4 times what was due and they refused to help. Hate they have a monopoly as I would go to another company if their was a choice.

Business

Response:

This letter is a response to your complaint that you filed with the Revdex.com. We have reviewed your complaint and the recorded call from November 25, 2015.The Western Virginia Water Authority (WVWA) General Business Rules and Regulations Section 18 on Identity Theft Prevention states "The Authority will require personal information from existing customers and new customers, as set forth in the Authority's Identity Theft Policy and required by the Federal Trade Commission (FTC), when initiating accounts or when communicating with customers in order to identify potential identity theft. The policy is available on our web site at [redacted].Since you were not an authorized user nor the account holder, the customer service representative could not speak to you regarding the water service at [redacted]. The customer service representative did offer to transfer you to a manager, but you hung up. The account holder added you as an authorized user at approximately 12:36 pm on Wednesday, November 25.You also stated in your complaint that you had made an $80.00 payment, received a confirmation number, and that the water service should not have been turned off. Our records do not indicate a $80.00 was made to prevent interruption of service on November 24, 2015. Should you provide proof of payment, I will issue the paperwork to have the non-payment fees waived.Should you have any questions or if you would like to discuss this further, please call me directly at [redacted].Sincerely,[redacted]Utility Billing ManagerWestern Virginia Water Authority

Review: Every customer service rep I have spoken to about my issues has been extremely rude and arrogant. They make it clear that they do not care about you. I suppose this is because they do not need to care about their customers since they are a private company granted government like powers. They abuse their power and mistreat people on the phone. They do not care to resolve anything because they don't have to. You need water and can't get it from anybody else.Desired Settlement: They need to apologize for their rude arrogant attitude and they need to start treating people with a little respect!

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My complaint is that the customer service representatives have mostly been rude, arrogant, and uncaring when I have called over various issues . My complaint does not mention nor have anything to do with my bills or usage but simply the arragance and uncaring attitude of customer service representatives. They dont have to care bc where else will you get your water. I have never been treated this way by companies where you have options. They obviously did not even read my complaint bc their response made no sense what so ever. It only went to show the type of behavior I was complaining of to begin with. I want an apology for the arrogance and I want them to make more effort to show they care about customers. Its that simple and they are too arrogant to even do that.

Regards,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have enough stress in my life without listening to these arrogant people again. There were many many more than 5 phone calls. I had to argue with multiple reps over one issue I had just to get them to correct thier mistake. I do feel I was treated rudely by people with arrogant attitudes. They know they can get away with that bc you have to get your water from them. I can not imagine a conpany with competitors treating anybody the way they do. If there was another choice for water they would have lost my account months ago. I asked for an apology and for them to be more considerate of their customers and it looks like they are too full of themselves to do that. What a shame.

Regards,

Business

Response:

This letter is a response to your complaint that you filed with the Revdex.com. I have reviewed your utility account and your complaint.The utility bill you receive each month shows the consumption that was billed along with a graph showing the previous twelve months of consumption. As shown on your bill dated March 25, 2015, which I have attached, your consumption has been increasing over the past few months. I have also included a graph from the meter reading system showing the same results. If you feel that your water meter is improperly registering your consumption, you may request a meter accuracy test. If your meter tests successfully, a charge of $50.00 will be added to your account. If the meter does not test successfully, you will not be charged a fee and adjustments would be made on your account.There are various ways you can check for leaks at your residence. I have included a document discussing those options for you.Should you have any questions regarding your payment options or if you would like to discuss this further, please call me directly at [redacted] Sincerely,[redacted]Utility Billing ManagerWestern Virginia Water Authority

Business

Response:

This letter is a response to your complaint that you filed with the Revdex.com. I have reviewed your utility account and your complaint.The Water Authority records each of our customer interactions for quality assurance and training. I have listened to your conversations with our customer service staff for the past several months and am attaching the .wav files of these conversations for your review as well. While we do not feel that our reps were unprofessional during these calls, we welcome you to let us know which of these calls you feel our staff conducted themselves in the manner of yourcomplaint. Your feedback will be used for training purposes. Should you have any questions or if you would like to discuss this further, please call me directly at [redacted].Sincerely,[redacted]Utility Billing ManagerWestern Virginia Water Authority

The customer service offered by this place is awful. There is often a minimum of an 1.5 hours on hold and after holding that long the people that answer the phone can rarely answer the question or are very arrogant and rude. We have recently moved and since doing so the water authority has cut the water off at our new home due to a mix up with putting in the wrong name, failed to switch the water out of our name at our old residence and even after "fixing" both of these issues, they have now sent us a bill for our old home for water that has been utilized by the new owners. We have wasted at least 10 hours of our lives on hold waiting to talk to people who either don't know the answer or for some reason are unable to help correct the issues that they have created themselves. I would not recommend this service, however, since there is no other option I guess we really have no choice.

Review: My service was terminted on 4-15-14 but my disconnect date on my bill says 4-28-14.and it wasnt even sent out till 4-15-14.for 2 weeks ive had to pay for a room n my dissabled daughter missed school n couldnt even celebrate her 6th birthday at her own home! I even tried to pay the $72.00 I owed on the 15th n they wouldnt take it .Desired Settlement: I would like to b comensated for all my troubles of having to pay to stay somewhere else for 2 week. And pain and suffering for having to explain to my 6 year old dissabled daughter why she couldnt hav her birthday at her own home. And the embarassment of people thinking I lied about not recieving the disconnect notice when it was sent out 4-15 the same day they disconnected it!! We almost lost our home because of this.

Business

Response:

This lelter is a response to your complaint that you filed with the Revdex.com.

You received delinquent notices from the Western Virginia Water Authority (WVWA) for every individual bill statement starting December 12, 2013. In addition, your utility bill informs you that when you have a past due balance, the past due balance needs to be paid immediately.

Below is a partial timeline of activity, of your utility account:

- January 14,2014 Our standard delinquent letter was mailed to you with a delinquent amount of $90.74 for the December 12, 2013 billing.

- JanuarY 31, 2014 - A payment was posted to your account for the $90.00 of the $90.74 delinquent balance.

- February 17, 2014 - Our standard delinquent letter was mailed to you with a delinquent balance of $88.46 for the January 13, 2014 billing.

- March 11, 2014 - Our standard delinquent letter was mailed to you with a delinquent balance of $104.64 for the February 11, 2014 billing.

- March 12, 2011 - An automated telephone call was placed stating the $89.20 (delinquent balance of $88.46 from February 17 letter plus $.74 carryover from January 14 letter) payment needed to be paid by March 17,2014.

- March 13, 2014 - You were told on a telephone conversation that $89.20 needed to be paid by March 17, 2014. You were also informed that the $104.64 needed to be paid by March 28, 2014.

- March 17, 2014 - You requested and were granted an extension to pay the $89.20 no later than March 21, 2014.

- March 20, 2014 - A payment pledge in the amount of $104.64 for the March 11, 2014 delinquent letter was received.

- March 24, 2014 - Payment was received for $104.64 and applied to your account.

- March 26, 2011 - An automated telephone call was placed stating the $89.20 payment needed to be paid by March 31, 2014.

- April 14, 2014 - Service was interrupted for non-payment because the $89.20 payment had not been received.

- April 14, 2014 - Amount to restore service in the amount of $231.75 was quoted. The WVWA standard delinquent letter informs customers that a $35.00 Service Trip Fee for the disconnection of service, a $35.00 Service Trip Fee to have the service restored, and a $100.00 deposit will be charged if the service is interrupted for non-payment.

- April 15, 2014 - Our standard delinquent letter was mailed to you with a delinquent balance of $72.55 for the March 13, 2014 billing.

To restore your water service, you were required to pay $231.75 plus an additional security deposit. The Customer Service Supervisor agreed to restore service for $220.00 and the additional security deposit was waived. Payment was made and your service was restored May 2, 2014.

Your request to receive compensation for your troubles is denied. The total account balance due on May 13, 2014 is $94.01. Should you have any questions or if you would like to discuss this further, please call me directly at [redacted].

Utility Billing Manager