ACE Blasting & Painting

I have the following statements/ questions concerning the Water Authorities reply: Are the attached files for the alleged recorded conversations available in printed form? The attorney general's office is requesting written transcripts 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 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 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, [redacted] ***

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 on Returned Checks and Automatic Bank Draft Rejects states "In accordance with 2.2-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 informationA step in the payment process requires the customer to enter their banking information a second timeIf these two entries do not match an error message appears letting the customer know that the two entries do not matchThe customer is required to re-enter their banking information and only when the two entries match will the payment proceed.On your June 30, payment, which was returned for invalid account number the checking account number entered was digits in lengthOn your other payments the checking account number entered was digits in lengthWhen the payment is made, an e-mail is sent to you displaying the last digits of the checking account number and the full length of the checking number.You request to have the $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

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 mailDisconnect occurred less than hours from the date you have claimed was in the noticeThere was no attempt to contact the customer via telephone after the meter allegedly ran to gallonsThere is evidence in the home that the meter did not run for 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 motiveA simple phone call regarding an overlooked bill would have prevented hundreds of dollars of fines paid to the companyHowever, 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, [redacted]

This letter is a response to your complaint that you filed with the Revdex.comWe have reviewed your complaint and the recorded call from November 25, 2015.The Western Virginia Water Authority (WVWA) General Business Rules and Regulations Section 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 theftThe 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 upThe account holder added you as an authorized user at approximately 12:pm on Wednesday, November 25.You also stated in your complaint that you had made an $payment, received a confirmation number, and that the water service should not have been turned offOur records do not indicate a $was made to prevent interruption of service on November 24, 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

This letter is a response to your complaint that you filed with the Revdex.com regarding your property at *** *** *** ** in Roanoke, Virginia.In your complaint you stated that you had corresponded with Custorner Service about the change of billing address and not receiving
a billAn authorízed person on the account contacted Customer Service on 7/26/to obtain the account balance but there is no record of a request for a change in mailing address until 10/25/after the service had been disconnected due to nonpayment.Per the Western Virginia Water Authority's Business Rules and Regulations; óDisconnectionsAn account is subject to disconnection for non-payment when any portion of the balance on the account is forty-five (45) days or older than the bill date.A Service Trip for Non-Payment fee will be charged to the account for each service trip resulting from non-payment of an accountAccount balances must be paid in full, including the Service Trip for Non-Payment fee(s), for services to be restoredFull payment must be received before 2:pm for service to be restored the same day.In addition to a regular invoice a delinquency letter was mailed on 10/10/and a courtesy call was generated to the number on file on 10/18/in an attempt to further advise of the past due balance that was due by 5pm on 10/21/to avoid disconnectionOur records show the account is set up for Customer Web access online to view bills and submit payments.In review of the account the request for waiver of the $in service trip for nonpayment fees has been denied.Should you have any questions or if you would like to discuss this further, please call our Customer Service department at ###-###-####.Sincerely,*** ***Utility Billing ManagerWestern Virginia Water Authority

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 in response to your complaint filed with the Revdex.com(Revdex.com) on January 31, regarding your property at *** *** *** ** ** *** ***In addition to your complaint to the Revdex.com, you sent an e-mail to our Executive Director for Water Operations
and he has responded to youBelow is a copy of the e-mail.E-mail from Executive Director for Water Operations dated February 2, 2018We have reviewed the concerns you stated in your correspondence of January 31, I would like to address those concerns individually below.Timing of your service disconnection*On January 9, a delinquent notice was mailed stating that your account would be subject to disconnection if payment was not made by January 23, This notice also included information about an agency that might be able to assist you if you needed assistance paying the bill.*You contacted our office on January 29, at 12:pm asking for an extensionYou talked with *** and were informed that extensions were not granted when the account was past the disconnect date of January 23.Because our staff was focusing on repairing breaks due to the cold weather, we were behind schedule on disconnets and you still had water serviceYou were informed that payment needed to be made as soon aspossibleYou indicated to *** that you would pay that evening when you returned home.*On January 29, at pm, the disconnect service order was created and dispatched to staffAt the same time the $fee was automatically added to the account.*On January 30, at 9:am your service was disconnectedThis time was verified by three different means:1) the time stamp of the service order 2) no consumption on the meter and 3) GPS of the vehicle dispatched for the disconnect.*On January 30, at 1:pm payment was made in the amount of $Because service was already terminated and the $fee added, service was not restored until the account was paid.Interaction with Customer Service RepresentativesWe have reviewed the phone conversations, and at no time was the staff rude or were they disrespectful to the customerI understand that you were upset and the staff did not provide you the response you would have liked. Their job is difficult and sometimes they must make difficult decisionsIf you wish to review these conversations, we would be happy to meet with you.The Western Virginia Water Authority is sympathetic to financial issues customers may have at various timesIf you are experiencing financial difficulties, there are agencies that may be able to assist youThat information was included in the delinquent notice provided earlierIf financial assistance is needed from an agency, it is very important that you make contact with them before your service is disconnected for nonpayment.The Authority offers various payment methods to make the payment process as easy as possibleAutomatic bank drafting is the most convenient way to get your account paid on time and avoid late payment penalties anddisconnection of serviceShould you be interested in signing up for automatic bank drafting, the forms are available on our website (***) or you can contact Customer Service to obtain a copy of theform.If you should you have any further questions or concerns, please call Customer Service at ###-###-####

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
Regards,
*** ***

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 concernsYou are correct in stating that you were granted the extension until October 7, However, there was a problem with the
extension that caused the disconnection work order to be processedWe 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, without you having to make any additional payments at that time.Please accept my apology regarding this situationShould you have any questions or if you would like to discuss this further, please call me directly at ***.*** ***

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 ***, 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 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,
[redacted]

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

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

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

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,
[redacted]

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!

[redacted]

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

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