Western Virginia Water Authority

Review: On 12/9/2015 Western Virginia Water Authority [hereafter the company] improperly disconnected water service to a customer in Roanoke City without cause. Upon being contacted by the customer, the company agreed to re connect water same day. The company claims a reconnect attempt was made at 5:30PM that day, however the meter began to run totaling 35 gallons, and therefor they cut off the water again. The company claims the only action taken to contact the customer was a knock on the door. No phone call was made, even though the customer was in communication that day and provided a contact number should any issue arise. No further attempt to provide water service was undertaken, and the customer had to contact the police after hours to compel the company to send another technician to enable water service again. Upon doing so, no water ran through the meter, even though the configuration of the taps in the property remained unchanged since the claimed first reconnect attempt. Curiously, all toilet tanks in the property remained dry between the period before and after the company claims it's first reconnect attempt was made. If this claim were true, and the alleged 35 gallons were run through the property water system, the tanks would have been filled.

The company billed the customer $170 for the reconnect, even though service was disconnected without cause, billed the customer for the claimed 35 gallons of water which never flowed, and then billed the customer an additional $35 for the privilege of having the police compel them to in fact re connect service after hours.Desired Settlement: All fees related to the improper disconnection, falsified attempt at re connection, and eventual re connection will be refunded. Additionally, a fine of $1000 for inconvenience will be levied via civil action unless voluntarily surrendered.

Business

Response:

This letter is a response to your complaint filed with the Revdex.com. The cause of disruption in your water service was due to non-payment. The fees applied to the account and events surrounding the disconnection and re-connection of service are outlined below.Your utility bill dated November 18, 2015 stated the past due balance of $56.56 was due immediately. A delinquent letter (copy enclosed) dated November 20,2015 was mailed to you advising payment of the delinquent balance in the amount of $56.56 must be received by December 7, 2015 by 5 pm in our office to avoid interruption of service. The delinquent letter informs customers of a $35.00 Service Trip Fee for the disconnection of service, a $35.00 Service Trip Fee to have the service restored.When your payment was not received by the required time, the non-payment disconnect work order was issued and $70.00 in non-payment fees was added to your account. The service was disconnected for non-payment on December 9, 2015 at 10:21 am.Two payments were made on this account on December 9, 2015; $121.52 at 11:04 am and $70.00 at 2:22 pm.At approximately 5:30 pm on December 9, 2015, an attempt was made to restore your service. The water continued to flow, so the operator attempted to contact you by knocking on the door multiple times. In addition the operator rang the doorbell. Since no one came to the door, the operator left a notice stating he was unable to leave the service on. A second operator was dispatched to your residence after being contacted by our after-hour telephone service and your water service was restored at approximately 10:58 pm on December 9, 2015. A $25.00 additional service trip fee was added to your account for the second trip.Your request to have the disconnect fees waived is denied. Your request to be compensated $1000.00 for inconvenience is also denied.Should you have any questions or if you would like to discuss this further, please call me directly at [redacted].Sincerely[redacted]Utility Billing ManagerWestem Virginia Water Authority

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.

There was no disconnect notice received via mail. Disconnect occurred less than 24 hours from the date you have claimed was in the notice. There was no attempt to contact the customer via telephone after the meter allegedly ran to 35 gallons. There is evidence in the home that the meter did not run for 35 gallons (all toilet tanks remained dry after alleged reconnect attempt). The practice of the water company to be as difficult as possible regarding billing is in alignment with it's for profit motive. A simple phone call regarding an overlooked bill would have prevented hundreds of dollars of fines paid to the company. However, the company chose at every junction to take a course of action that would needlessly cost the customer. I will not pay the fines you have requested and we will contact an attorney to peruse your cooperation.

Regards,

Review: I moved into my house in September of 2010. My house is on water service only as I have a septic tank. For 3 years my water bill was never over $30.00 per month. In June of 2013 the Water Authority came and put in a new meter. The very next month June 2013 my bill jumped up to over $300 for that one month. Then the next month it was almost $300. Then my bill went to $92 but then they added on another $175 for an "adjustment". I called and spoke with a [redacted] in September on the phone and explained my concerns. He told me that something in my house must be leaking. I replaced the only toilet in my house that wasn't brand new toilet that afternoon. My next bill was still outrageous. Called [redacted] again and he told me that there must be a leak on my side of the meter. He then told me that some days there were up to 2000 gallons of water used. I told him that if that were the case that I would be able to see some sort of sign in my yard such as a puddle, or with that much water leaking out a hole eroded into my yard. He then told me I could pay for them to check my meter or I could dig a trench to find my leak. I dug a trench, there was NO leak. I told Mr. [redacted] from the beginning that there wasn't a leak in my yard. He said the water would dissipate. Really? 2000 gallons in one day dissipate? I am not stupid. They robbed me. I want my money back and now they say they can give me a credit. They collected interest on MY MONEY FOR 5 MONTHS NOW and they want to give me a credit? Are they serious?Desired Settlement: I want them to come and apologize for first treating me like I was an it. I then want them to change their plans of action. They made me spend 2 days digging a trench. It would of cost me at least $1000 to have a plumber to come and do the same. I want that $1000 for my labor. I also want them to look at my past bills for 3 years and take an average. The average bill I had was $22.00 a month. I want a full refund check in my hand that I can cash along with 6% interest.

Business

Response:

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

I have reviewed the utility bills at your property since you moved into your house in 2010. The last

time your monthly water bill was less than $30.00 was in November 2011. The other occasions that

your bill was less than $30.00 was in October 2010, January 2011, February 2011 and April 2011. We

have confirmed that you were billed accurately based on consumption on the meter. Your request to

receive a refund check plus 6% interest for the past 3 years is denied.

You also stated that in June 2013 your water meter was replaced. Our records indicate that your meter

was replaced in September 2012. The "adjustment" you refer to being added to your utility bill was a

security deposit of $100.00 and two service trip fees for non-payment, one for the turn-off and one for

the turn-on of service in September 2013.

Your request to be paid for your labor is denied.

Should you have any questions or if you would like to discuss this further, please call me directly at [redacted].

Sincerely,

Utility Billing Manager

Western Virginia Water Authority

cc: Revdex.com

Review: I paid my water bill on June 18, 2014 at 7:55AM online and cleared the balance of the bill. They turned my service off two hours later. The company then made me pay a $70 fee to get service restored. I called to ask what was going on and even talked to the manager, Mr. [redacted], and he told me that was what I had to do, no exceptions. They refused to add it on to my next bill in lieu of payment that day. I could not get him to work with me at all. The representative that I spoke to before I talked to the manager told me that I needed to call back and confirm the payment with them, and the whole disconnection issue would have been avoided. I replied I tried to call, but the office was closed, plus I was at work and could not keep being on the phone. I also told her that this could have been avoided had you looked at your payments received before you sent technicians out. She said that they are two seperate systems that are not connected, the payments and the disconnect orders. I said that wasn't my problem, now I have a zero balance and no water and now you want me to pay you $70 more. I ended up paying them their $70 fee because I have an eight year old at home. I told them that, too. They did not care. What really annoyed me was the fact that they were immediately able to see when I paid the reconnect fee. How did you see that and not see the payment I made before you were even open?Desired Settlement: I want the $70 they made me pay to reconnect an account with a zero balance. I want it either in the form of a check, or in a credit to my account. The account number is [redacted]. I do not feel like I should have to pay for their lack of bridged technologies.

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.

The Water Authority is failing to realize that my balance was zero dollars when my service was disconnected. They also fail to realize that there is no way to contact them before 830am to inform them of a payment made. And while the courtesy of billing the service fees was extended to me once before, that should not affect this decision. If the manager had informed someone properly, he would have told you that was because of the new payment website, that was in the Water Authority's words confusing for users, and which by the way has now been changed.

This is a classic example of the Fleecing of America. The only thing I did wrong was pay my bill 15 hours after the cut off date and time!! All of that time was while the Water Authority was closed. And simply because I did not call to inform them of a payment that they see immediately, my service was shut off. Shut off because the payment system and work orders are not connected, but yet when one goes into the office to pay a bill at opening time, a person contacts the technician not to disconnect service. Where was my radio call out? A little over two hours AFTER payment was made, they turned it off.

The Water Authority has a decent size deposit from me; in fact, the deposit would cover the bill, the fees, and have enough left to give some back to me. Stop taking money from people whenever you get the chance.....work with people, especially when there is fault to be assessed. I am paying this connection fee up front because the technicians are subcontracted out....again I say, if you need to employ them, then you absorb the cost somewhere else.....don't bring it to my table!!

I think a credit of $70 to my account would not hurt anyone here. It is ridiculous that you would let a family with small children sit in a house without water, while the account had a zero balance. The simple fact here is this, the bill was paid BEFORE anyone came out to shut my service off. Communication between the departments of the Water Authority IS NOT my responsibility.

Regards,

Business

Response:

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

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. The delinquent letter gives the customer a specific date and time that payment must be made to prevent interruption of service. In addition, the utility bill informs the customer that, when there is a past due balance, the past due balance needs to be paid immediately.

Your utility bill dated June 2, 2014 stated the past due balance of $98.94 was due immediately. The delinquent letter dated June 4,2014 gave you until 5pm on June 17,2014 to make a payment of the delinquent balance of $98.94 to prevent interruption of service. When your payment was not received by that time, the non-payment disconnect work order was created and the $70.00 in non-payment fees was added to your account.

When you contacted our office on June 18 at approximately 12:20 pm, you were informed to have your service restored the $70.00 also needed to be paid. You asked the manager to allow payment of the service trip fees on your next bill and your request was denied as this was not the first time you had made the same request.

Your appeal to have the service trip fees waived is denied. The balance on your account is $95.51 and is due on July 22,2014.

Should you have any questions or if you would like to discuss this further, please call me directly at [redacted].

Review: My account number is [redacted] and come to find out I've been paying for a sewer charge for the past 18 years and I am not hooked up to the sewer. Our house is using a septic. I had on 2 different occasions representatives from Western Virginia Water Authority to come out to prove I was on a septic. Their outcome was that I should have not been paying for the sewer charges which is $28.08 per month. I called the water company and explained the situation which they were aware of asking for my return of the monies due me. After several days they finally got back to me and said the check would be for $900.00. I explained to Theresa (the girl in billing) that it should be for alot more. She told me because of "statue of limitations" that would be all I would get. Statue of limitations is 10 years so I should at least get paid back for that amount. Her response was sorry but you don't - I responded by saying "so I just lost all my money" and her answer was "yup". I am not asking for 18 years of my paying the sewer bill but for at least the 10 years of paying.Desired Settlement: I want at least the 10 years of back charges.

Business

Response:

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].

Consumer

Response:

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,

This place is a joke! their so called "customer service" is like none I have ever seen. After calling them and holding for over 20 minutes or more, you get some half trained person that has no idea what they are doing. Sounds like to me if you can talk on the phone and type on a computer then you're hired. I have worked in a call center for over 8 years now and I know how it works. Today my experience with calling them to make a payment, I was on hold for over 20 minutes finally got some rude senior citizen who sounded like he was high tells me that he will submit my information and have my account researched and have someone call me back to cut down on the hold time..really!!!!! I asked for a supervisor and was told I would have to leave a message, again with my call center expieriance a supervisor never calls anyone back. I am at work and not able to just answer my phone whenever. The "agent" then hung up on me and when I called back it was the same thing...holding and holding. They turned my water off for a past due amount that they clearly saw I paid and then told me I have to pay $170.00 to get it turned back on. It is all about money, so they can pay their incompitent employees probably minimum wage! Good luck to everyone that has to deal with this. I just wish there was another company to switch to, because it would be done in a heartbeat!

Review: Twice in the past two months they have supposedly not received my payment checks which I mailed early like I always do. I am very organized, have excellent credit, always pay all of my bills early etc...... now that this happened twice within a few months I am convinced somebody working there is being irresponsible and losing mail/checks...... I should not have to keep calling and stressing over this or pay these $5 penalties they tack on due to Their incompetence.Desired Settlement: I want an apology for my stress, I want the penalty taken off, and want them to figure out who is losing checks and have them do a better job or replace them! I don't want to have to keep dealing with this repeatedly.

Business

Response:

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,

Utility Billing Manager

Western Virginia Water Authority

Consumer

Response:

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,

Review: I have been assessed a $35.00 fee on my account with the Western Virginia Water Authority as the result of their online payment process. Western VA Water Authority encourages customers to use their online bill pay service. The company no longer allows customers to use their own banking system for payment. The Water Authority payment system does not keep a record of the customer's banking information and customers must re-enter the information mothly concerning their address, email and banking routing number and account number. I used the Authority's online payment system in June of 2015. I received both an online confirmation and email of my payment; however, two days later I received an email notification of an error in my entry. I promply re-entered my routing number and account number of my bank and once again received the same confirmation. The second entry was correct and payment was received. On July 8, 2015, I received a letter from the Water Authority dated July 6, 2015, threating a disconnect and an assessed fee of $35.00 for an incorrect bank account number. I called to talk with a representative and then to several respresentivies to have this "service fee" waived since the banking error involved their slow and difficult online payment system as well as customers who have to input their information every month. I contacted my bank and no service charge is assessed companies with an invalaid account number.. The Western Viriginia Water of Authority deals with hundreds of thousands of customers who have a varity of mental and physical disabilities who are prone to errors espeically when numbers are involoved. The Water Authority's payment process does not alert customers to an error until after a $35.00 fee is assessed. I have requested and will continue to request that the unfair fee of $$35.00 be refunded to customers who simple make an input error using numbers and for the Western Viriginia Water Authority to up grade their payment system program that is costing customers $35.00 every time an error occurrs. My error was not insufficient funds, but simply the omission of a number that has resulted in a $35.00 fee, a letter of termination, distress and frustration. Mr. [redacted] Vice President for Customer Relations, stated it is the Water's Authority practice no to waive the fee. I believe that the Western Viringia Water Authority is taking advantage of their customers especially customers who may have a mental or physical disability who are required to input their banking information on a monthly bases and who may be prone to errors especially inputting numbers, who receive a confirmation of payment recieved and then receive an additional fee of $35.00 for using the Western Viriginia's payment system when an error may occurr. Thank you for your interest in this matter.

Sincerly, [redacted]Desired Settlement: For the Western Virginia Water Authority to update their online bill payment system, to stop charging customers the $35.00 fee for an incorrect input using their online payment system when a confirmation message is received and to have my return fee of $35.00 waived.

Business

Response:

This letter is a response to your complaint that you filed with the Revdex.com.The Westem Virginia Water Authority (WVWA) General Business Rules and Regulations Section 5 on Returned Checks and Automatic Bank Draft Rejects states "In accordance with 2.2-614.1 of the Code of Virginia (1950) as amended, a Bad Check Charge will be applied to each returned check, rejected e-check or other online payment, or bank draft reject." The policy is available on our web site at www.westernvawater.org under the News/Public Docs link.When making a payment on our web site, the customer is required to enter their banking information. A step in the payment process requires the customer to enter their banking information a second time. If these two entries do not match an error message appears letting the customer know that the two entries do not match. The customer is required to re-enter their banking information and only when the two entries match will the payment proceed.On your June 30, 2015 payment, which was returned for invalid account number the checking account number entered was 12 digits in length. On your other payments the checking account number entered was 13 digits in length. When the payment is made, an e-mail is sent to you displaying the last 4 digits of the checking account number and the full length of the checking number.You request to have the $35.00 fee waived is denied.Should you have any questions or if you would like to discuss this further, please call me directly at [redacted].Sincerely[redacted]Utility Billing ManagerWestem Virginia Water Authority

Review: I received a letter for disconnection of service dated for September 28, 2015. On September 25, 2015 at 8:53 a.m., I contacted the Western Virginia Water Authority to obtain an extension for the payment of $67.25 until Friday, October 2nd. After placing me on hold and reviewing my account, she indicated that I was eligible for an extension and that I was allowed until October 7, 2015, I alerted her that I only needed until October 2, 2015, she indicated that she had noted the extension on my account. On Wednesday, September 30, 2015 after 5:00 p.m. I came home to find that my water was shut off. I contacted the after hour service to learn that my water service had been disconnected. Please also note that I received no notice of this disconnection AND the Western Virginia Water Authority currently has a $100.00 deposit on my account from last year which is just sitting there. This to me is absolutely ludicrous!!!Desired Settlement: Disconnecting someone's water service is a SERIOUS situation, particularly without notification. I would like for the persons handling these situations to be responsible for handling the matter as such. This is why someone would take the time to call them and make an arrangement. I will be visiting the Western Virginia Water Authority at 8:00 a.m. tomorrow morning and expect to be told that I will need to pay a $35.00 reconnect fee even though I took the necessary action to prevent this disconnect. I plan to alert you of the outcome of this situation!

Business

Response:

This letter is a response to your complaint filed with the Revdex.com on September 30, 2015.I have reviewed your utility account and your concerns. You are correct in stating that you were granted the extension until October 7, 2015. However, there was a problem with the extension that caused the disconnection work order to be processed. We have implemented additional checks and balances to prevent this from happening in the future.As you are aware, your water service was restored on October 1, 2015 without you having to make any additional payments at that time.Please accept my apology regarding this situation. Should you have any questions or if you would like to discuss this further, please call me directly at [redacted]

Consumer

Response:

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,

Review: Western Virginia Water Authority is charging me a deposit after moving to a new address, even after years of water service history with them based on there own errors and misguided direction. They are alleging that I carried over a balance from a prior service and never paid the old balance when I actually DID pay the old account number/balance and THEY transferred over the older balance to the new service resulting in a credit to my old account and an additional charge to my new service address account. Their intention is to disconnect service at the new address if I do not pay this deposit.Desired Settlement: I want the deposit removed from my statement ($200.00), and all late fees. I want their records to accurately reflect the transactions that ACTUALLY occurred. If they continue to attempt to extort a deposit for my new service address from me, ultimately, disconnection of service will result. I will NOT pay for their accounting errors and lack of judgment, but I will check into a hotel and litigate every night of accommodation costs due to no water service at my residence through the court system in addition to this deposit. This outcome will be based on principal alone. Thank you

Business

Response:

The Western Virginia Water Authority (WVWA) General Business Rules and Regulations Section 7 on Deposits describes the security deposit required for customers. In particular, Section7.1.1 states "Those accounts deemed to have a bad credit history with the Authority, as determined by the Authority in its sole discretion, will require a security deposit of the greater of twice the amount of the debt or $100.00." The policy is available on our web site at [redacted] under the New/Public Docs link.Below is a partial timeline of activity of your utility accounts at both [redacted]May 1, 2015 - A final bill for service at [redacted] in the amount of $134.74 was sent to your PO Box with a due date of May 21, 2015.May 4, 2015 - You were told by a customer service representative that no security deposit would be required at [redacted] due to your credit history with WVWA at previous addresses. The amount of your final bill for[redacted] was also discussed.May 11, 2015 - A customer service representative gave you the account number to pay your final bill at [redacted] and transferred you to the IVR system so you could make that payment.May 22, 2015 - A final delinquency notice was sent to your PO Box stating that the final bill for [redacted] had not been paid.June 9, 2015 - No payment had been received for [redacted] and per WVWA policy, the debt was transferred to [redacted]. In addition a $200.00 security deposit was added per the WVWA Rules and Regulations.June 18, 2015 - You contacted a customer service representative and stated that you had not received your final bill, but that you had paid it. You also told the representative that you would not pay the $200.00 security deposit.June 18, 2015 - At 6:21 pm, payment in the amount of $134.74 was made through the IVR system to the [redacted] account.June 19, 2015 - The payment was applied to the [redacted] account since the [redacted] balance had been transferred to [redacted] on June 9,2015.July 8, 2015 - A customer service representative informed that the $200.00 security deposit added to [redacted] was based on the final bill at [redacted] not being paid in a timely manner.The telephone calls with WVWA Customer Service representatives a¡e recorded and can be provided to you electronically if requested.Your request to have the security deposit waived is denied. I am going to give you an extension until 5 pm on August 7, 2015 to pay the delinquent balance of $ 199.01 to prevent interruption of service.Should you have any questions or if you would like to discuss this further, please call me directly at [redacted]Utility Billing Manager

Consumer

Response:

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

The Western Virginia Water Authority is NOT providing an accurate outline of events that transpired with my account and has refused to cooperate in ANY investigation in the following ways:

1. My [redacted] account was satisfied prior to their transfer of the bill to the [redacted] account.

2. My [redacted] account carried a positive balance due to them transferring the balance without my knowledge.

3. The WVWA has refused to provide the recordings of alleged conversations, but in their response to you, they have offered; therefore, I am requesting EVERY recorded conversation I allegedly had with this water authority.

(Previously I was told I will just "have to subpoena them.")

4. Their offer to "extend" the delinquent amount to August 7, 2015 is only a fiasco of pretense and fake goodwill. The delinquent amount is only a result of the Western Virginia Water Authority adding a deposit to the account, not from services provided. I would also like to point out that their offer was made "AFTER" I had already paid the $200.00 deposit on July 30, 2015 when they threatened to disconnect my water service.

Either they refund the $200.00, wrongfully assessed to my account, or I will pursue every legal remedy available to me under the law.

While the Utilities Commission of Virginia can not regulate their practices, they are VERY interested in reviewing the number of deposits that have been charged consumers for "frivolous deposits and errors" on the part of the Western Virginia Water Authority as is the Attorney General's Office.

I am prepared to spend 10-20 times this deposit amount to bring to light what I feel is a fraudulent business practice resulting in extortion from customers due to a force monopoly on service.

Thank you for your time on the telephone this morning and have a great day!

Business

Response:

Dear Mr. [redacted]:This letter is a response to your complaint that you filed with the Revdex.com.The outline of events provided on your [redacted] account have been reviewed and are accurate. If you have documentation to the contrary, please provide for our review.As mentioned in the last letter, the Water Authority records each of our customer interactions for quality assurance and training. I have listened to conversations with our customer service staff for the past several months and am attaching .wav files of these conversations for your review. In order to provide you with every recorded conversation, additional research would be required and would result in a fee.In reviewing your telephone calls, you stated the [redacted] bill was paid prior to the past due date. If you can provide us with evidence of this amount clearing your bank prior to the past due date, we will review the deposit applied to your account. At this time, your request to have the security deposit waived is denied.Should you have any questions or if you would like to discuss this further, please call me directly at [redacted].Sincerely,[redacted]Utility Billing ManagerWestem Virginia Water Authority

Consumer

Response:

I have the following statements/ questions concerning the Water Authorities reply:

1. Are the attached files for the alleged recorded conversations available in printed form? The attorney general's office is requesting written transcripts.

2. Do the attached files include all conversations beginning with my request to transfer service, if not what is the "fee" associated with you providing something you have alleged you have had the ability to review when making a determination with my deposit.

3. The court has suggested that I subpoena these recordings, are you, [redacted], the contact to be served for a subpoena, and also with my legal suit.

4. You failed to address the fact that you extended my deposit due date after your customer service personnel had already extorted the deposit from me threatening disconnection of service, please address this contradiction.

Thank you. [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.

Regards,

Business

Response:

Dear Mr. [redacted]:This letter is a response to your complaint that you filed with the Revdex.com. Responses to your four statements/questions are as follows:1. The attached recorded conversations in my previous response are not available in printed form.2. The attached recorded conversations in my previous response do include all conversations beginning with your request to transfer service.3. I am the contact person at the Western Virginia Water Authority to be served a subpoena.4. My electronic response giving you an extension was sent at approximately 2:30 pm on July 30, 2015 and your payment was made at 4:32 pm on July 30,2015. My extension was granted after you spoke to a customer service representative on July 30, 2015.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

Consumer

Response:

Thank you for your response.

I will notify the Attorney General's Office that correspondence is not available in written form.

And while I appreciate your extension regarding the extorted deposit, am I a mind reader,? or was someone going to call me to advise me of your position?

I will notify all legal parties involved of the correct individual for subpoenas and litigation.

Sincerely,

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.

Regards,

I have had to deal with WVWA several times over the last few years (after moving into a new home). My major complaint is the customer service department. The ladies that I have dealt with there are very unprofessional and rude. They act like it is a total inconvenience to take your call and that they would rather be doing something else that doesn't require work or doing their job.

The first experience I had with them was a couple years ago. My wife and I moved from Roanoke to Botetourt and was getting our WVWA account moved from one home to another. After being asked, my wife said to open the account in both of our names. Well low and behold my wife owed them around $100 from 10 years prior..an amount that should have been included in a bankruptcy. I agreed to repay the $100 but scoffed at the notion that they thought we should pay a $500 deposit. Keep in mind I had been a customer of theirs for 10 years myself, and was never deliquent on a bill. The lady I argued with over the course of 3-4 days absolutely would not turn my my water on until I paid a deposit. She seemed to be surprised when I told her at the end of this mess that it wasn't that I didn't have the $500...that it was the principal of the matter. It wasn't until I threatened to speak with a lawyer and write a nastly letter to the Roanoke Times that she backed down. Its a [redacted] shame you have to go to that length to be treated fairly by a public utility service. These people are a joke, they treat you like you are a criminal, and most of the customer service department that I have spoken with shoukd be fired.

I could go on and on about this outfits customer service department. A few of the folks and the couple of technicians I have dealt with however seem to be much better when it comes to CS.

I have owned a home in Roanoke since 97. I have never had issues with any other utility company. However, every time I contact Western VA Water Authority I have gotten the same results. Customer service begins and ends with a unfriendly and argumentive attitude. I calmly tried to resolve a minor issue of my bill increasing and I was treated as if I was a liar an it and that I was wrong. I found a pretty heavy leak at the pipe going into my meter. The tech came to fix it. I ask for an adjustment as my bill had tripled. I was told I couldnt get one even though the leak was on THEIR side. As I continue to ask a refund of money, the attitude of the customers service rep has gotten worse. This month my bill went down, which proves it was the leak on their side causing it. However Im basically being told I dont know what Im talking about. Horrible service.

Review: I have recently been turned over to collections for 67 dollars. I was never notified of any money still being owed. No phone calls or letters. I moved out of the address in question in June of 2013 and I'm being charged through August and September of 2013. This account was taken over by my ex when I moved out and should now be in his name. I would like this to be removed from credit as it is affecting my credit score and it is not a debt that I owe. It has been almost 2 years so why is this now just coming up and being sent to collections?Desired Settlement: I want this removed from my credit and the bill to be placed in the correct name. I would like an e-mail update to confirm this is received and when it has been handled.

Business

Response:

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

Review: The company has billed me ( the owner of the property) for the tenant not paying one months bill. It did not bother to send a final bill to me. I made a payment of the amount to the collection agency as I wanted to clear my record. I am paying this for the inefficiency of the company. Somebody there was sleeping on it and never made any effort to contact me and instread went to collection company. The company is deliberately doing this to collect more money. This shows they do not have any ethics.Desired Settlement: As I have already paid more than the bill even though I was not staying in the property, all charges must be written off and remove my records from their data base as I do not trust them.

Business

Response:

This letter is a response to the complaint that you filed with the Revdex.com. I have reviewed your utility account and your complaint.Our records indicate the account was started in your name on November 29, 2005 and terminated on April 10, 2013. This account was only in your name during this period. Your final bill was sent on April 18, 2013 to your address of [redacted] Apt [redacted]1. This bill was not paid and therefore, was turned over to the collection agency. Because the final bill was not paid, an additional amount of $62.50 in fees was added. This amountconsists of two $25.00 annual Virginia Debt Set-off fees and a $12.50 collection agency fee.Since you have made payment of $38.93 to the collection agency, your request to have the additional fees of $62.50 waived is granted.Should you have any questions or if you would like to discuss this further, please call me directly at [redacted].Sincerely,[redacted]

Consumer

Response:

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]