White Water

I’m not surprised that Mr. C[redacted] has filed a complaint with you. Prior to contact with Mr. C[redacted] he spoke to the supervisor.The supervisor asked that I intervene and try to resolve the manner.My first contact with Mr. C[redacted] was 2/29/2016.  I emailed him an invoice that was...

appearing on my system as past due from 10/31/2015.From that point on, Mr. C[redacted] and I exchanged over seven emails in hopes of resolving his concern.When I reviewed my [redacted] system I noticed there was no payment for November 2015. I send Mr. C[redacted] a summary of his account showing all transactions.  I asked that he review it and let me know if there were any discrepancies.I relayed all my findings to Mr. C[redacted] and again requested proof of payment for November 2015. Mr. C[redacted] never complied.  I back checked all payments made from October-current in hopes of finding Mr. C[redacted]’s payment.I went as far I as could in my research without his payment information. At this point we had reach an impasse.  Mr. C[redacted] refused to provide proof of payment. I would be happy to send you all the emails to verify our correspondence. Currently, Mr. C[redacted] has an outstanding balance of $25.  This is the invoice from October 2015. We are a family business and our customer service is the key to keeping our customers satisfied and happy. Unfortunately, Mr. C[redacted] and I were not able to resolved the issue. No more invoices will be sent to Mr. C[redacted].  Kathleen R[redacted]Collection RepresentativeWhite Water[redacted]Phone: [redacted]

White Water has been unable to provide an exact date of any unpaid invoice. At first they tried to say we were behind $60 and when brought to their attention, they changed the amount. This is the second time White Water has tried to overbill us in less than 2 years. All invoices were paid. I have receipts from their online payment system as well as credit card statements. Since going with Intuit Online Payment system, White Water is apparently unable to pull up payments or payments from a certain timeframe. I'm not the only residential customer that they have overbilled or have tried to overbill. I have been in contact with two other individuals that have been overbilled. There are numerous other online reviews that indicate the same. White Water is a very unprofessional and unethical company. Revdex.com services are longer needed in this matter as we will be working with the [redacted] Office.

The invoice in question is Invoice #[redacted] dated 10/31/2015. The invoice is for 2 5-Gallon bottles delivered on 10/7/15 and 3 5-Gallon bottles delivered on 10/21/15. The total balance on the account became $25 on 10/31/2015. All previous invoices had been paid in full, leaving only #[redacted] unpaid. No payment was posted to this 10/31 invoice before the next billing cycle (11/30/2015), and a new invoice was generated on the account for November 2015 services (Inv# [redacted] for $25). On 11/30, the total balance on the account became $50. On 12/30/2015, a $25 payment was received and posted to 11/30/15 Inv# [redacted]. The total balance then became $25 as Inv#[redacted] (10/31/15) remained unpaid. The invoice for the next billing cycle (for December 2015 service) was released on 12/31/2015 (Inv# [redacted]) for $35. The total balance then became $60 ($25 for Inv#[redacted] and $35 for Inv#[redacted]). On 2/4, a $35 payment was received and posted to 12/31/15 Inv# [redacted]. The total balance then became $25 as Inv#[redacted] (10/31/15) remained unpaid.   It is possible that payment may have been received but posted incorrectly, or not posted at all. Because of this possibility, Kathleen asked Mr C[redacted] to provide proof of payment: “On Tuesday, March 15, 2016, Kathleen R[redacted] <kathleen@[redacted]> wrote:   If you show all paid then please provide me with how or what form of payment you made in November. A check number or credit card receipt otherwise my findings still stand you owe October 2015 invoice. From: [redacted] [mailto:[redacted]] Sent: Tuesday, March 15, 2016 7:29 AMTo: Kathleen R[redacted]Subject: Re: account summary As I said, I paid all invoices. If you don't know how to check your online payment system, that's your problem. I've forwarded my info to the [redacted]. I've suggested to the other folks that you have over/missed-billed to send their info to the attorney general's office as well. You have many customers complaining of the same thing. You can't treat people this way! Lloyd”If payment receipts and credit card statements showing payment on Invoice# [redacted] dated 10/31/2015 are available, then Mr C[redacted]’s refusal to share these documents is all that stands in the way of rectifying his account and posting his payment accordingly.

I’m not surprised that Mr. C[redacted] has filed a complaint with you. Prior to contact with Mr. C[redacted] he spoke to the supervisor.The supervisor asked that I intervene and try to resolve the manner.My first contact with Mr. C[redacted] was 2/29/2016.  I emailed him an invoice that was...

appearing on my system as past due from 10/31/2015.From that point on, Mr. C[redacted] and I exchanged over seven emails in hopes of resolving his concern.When I reviewed my [redacted] system I noticed there was no payment for November 2015. I send Mr. C[redacted] a summary of his account showing all transactions.  I asked that he review it and let me know if there were any discrepancies.I relayed all my findings to Mr. C[redacted] and again requested proof of payment for November 2015. Mr. C[redacted] never complied.  I back checked all payments made from October-current in hopes of finding Mr. C[redacted]’s payment.I went as far I as could in my research without his payment information. At this point we had reach an impasse.  Mr. C[redacted] refused to provide proof of payment. I would be happy to send you all the emails to verify our correspondence. Currently, Mr. C[redacted] has an outstanding balance of $25.  This is the invoice from October 2015. We are a family business and our customer service is the key to keeping our customers satisfied and happy. Unfortunately, Mr. C[redacted] and I were not able to resolved the issue. No more invoices will be sent to Mr. C[redacted].  Kathleen R[redacted]Collection RepresentativeWhite Water[redacted]Phone: [redacted]

White Water has been unable to provide an exact date of any unpaid invoice. At first they tried to say we were behind $60 and when brought to their attention, they changed the amount. This is the second time White Water has tried to overbill us in less than 2 years. All invoices were paid. I have receipts from their online payment system as well as credit card statements. Since going with Intuit Online Payment system, White Water is apparently unable to pull up payments or payments from a certain timeframe. I'm not the only residential customer that they have overbilled or have tried to overbill. I have been in contact with two other individuals that have been overbilled. There are numerous other online reviews that indicate the same. White Water is a very unprofessional and unethical company. Revdex.com services are longer needed in this matter as we will be working with the [redacted] Office.

Review: This is the second time that White Water ([redacted]) has overbilled us for drinking water delivery service. We have now cancelled our service with them.Desired Settlement: Stop sending bills!

Business

Response:

I’m not surprised that Mr. C[redacted] has filed a complaint with you. Prior to contact with Mr. C[redacted] he spoke to the supervisor.The supervisor asked that I intervene and try to resolve the manner.My first contact with Mr. C[redacted] was 2/29/2016. I emailed him an invoice that was appearing on my system as past due from 10/31/2015.From that point on, Mr. C[redacted] and I exchanged over seven emails in hopes of resolving his concern.When I reviewed my [redacted] system I noticed there was no payment for November 2015. I send Mr. C[redacted] a summary of his account showing all transactions. I asked that he review it and let me know if there were any discrepancies.I relayed all my findings to Mr. C[redacted] and again requested proof of payment for November 2015. Mr. C[redacted] never complied. I back checked all payments made from October-current in hopes of finding Mr. C[redacted]’s payment.I went as far I as could in my research without his payment information. At this point we had reach an impasse. Mr. C[redacted] refused to provide proof of payment. I would be happy to send you all the emails to verify our correspondence. Currently, Mr. C[redacted] has an outstanding balance of $25. This is the invoice from October 2015. We are a family business and our customer service is the key to keeping our customers satisfied and happy. Unfortunately, Mr. C[redacted] and I were not able to resolved the issue. No more invoices will be sent to Mr. C[redacted]. Kathleen R[redacted]Collection RepresentativeWhite Water[redacted]Phone: [redacted]

Consumer

Response:

White Water has been unable to provide an exact date of any unpaid invoice. At first they tried to say we were behind $60 and when brought to their attention, they changed the amount. This is the second time White Water has tried to overbill us in less than 2 years. All invoices were paid. I have receipts from their online payment system as well as credit card statements. Since going with Intuit Online Payment system, White Water is apparently unable to pull up payments or payments from a certain timeframe. I'm not the only residential customer that they have overbilled or have tried to overbill. I have been in contact with two other individuals that have been overbilled. There are numerous other online reviews that indicate the same. White Water is a very unprofessional and unethical company. Revdex.com services are longer needed in this matter as we will be working with the [redacted] Office.

Business

Response:

The invoice in question is Invoice #[redacted] dated 10/31/2015. The invoice is for 2 5-Gallon bottles delivered on 10/7/15 and 3 5-Gallon bottles delivered on 10/21/15. The total balance on the account became $25 on 10/31/2015. All previous invoices had been paid in full, leaving only #[redacted] unpaid. No payment was posted to this 10/31 invoice before the next billing cycle (11/30/2015), and a new invoice was generated on the account for November 2015 services (Inv# [redacted] for $25). On 11/30, the total balance on the account became $50. On 12/30/2015, a $25 payment was received and posted to 11/30/15 Inv# [redacted]. The total balance then became $25 as Inv#[redacted] (10/31/15) remained unpaid. The invoice for the next billing cycle (for December 2015 service) was released on 12/31/2015 (Inv# [redacted]) for $35. The total balance then became $60 ($25 for Inv#[redacted] and $35 for Inv#[redacted]). On 2/4, a $35 payment was received and posted to 12/31/15 Inv# [redacted]. The total balance then became $25 as Inv#[redacted] (10/31/15) remained unpaid. It is possible that payment may have been received but posted incorrectly, or not posted at all. Because of this possibility, Kathleen asked Mr C[redacted] to provide proof of payment: “On Tuesday, March 15, 2016, Kathleen R[redacted] <kathleen@[redacted]> wrote: If you show all paid then please provide me with how or what form of payment you made in November. A check number or credit card receipt otherwise my findings still stand you owe October 2015 invoice. From: [redacted] [mailto:[redacted]] Sent: Tuesday, March 15, 2016 7:29 AM To: Kathleen R[redacted] Subject: Re: account summary As I said, I paid all invoices. If you don't know how to check your online payment system, that's your problem. I've forwarded my info to the [redacted]. I've suggested to the other folks that you have over/missed-billed to send their info to the attorney general's office as well. You have many customers complaining of the same thing. You can't treat people this way! Lloyd”If payment receipts and credit card statements showing payment on Invoice# [redacted] dated 10/31/2015 are available, then Mr C[redacted]’s refusal to share these documents is all that stands in the way of rectifying his account and posting his payment accordingly.