Albermarle County Service Authority

Revdex.com: I have reviewed the offer and/or response 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 belowThe Way they handled not dealing with it for years was unprofessionalAnd if I was that company I would be embarrassed to come to someone asking payment from that long agoThey had their records wrong for yearsWho's to say they didn't mess up my bill forever agoAnd again, I wasn't living IThat houseThere's no way we "used" that much waterI can provide them with a move in signed lease to the other placeSomeone was stealing waterOr they read the meter wrongI am not at faultOf course I didn't pay the late chargesBecause it was not my fault their system messed up like it did Regards, [redacted]

arial, sans-serif;"> Ms [redacted] To follow up our telephone conversation Ms [redacted] did make the following payments using an electronic payment method provided by her financial institution:9/23/payment of $ [redacted] and 11/28/payment of [redacted] These payments were submitted using account # [redacted] and posted to the account electronicallyMs [redacted] new account number, effective August 3, is # [redacted] Ms [redacted] made contact with our Customer Service personnel on December 19th, at that time the payments were found to be applied to the inactive account and Ms [redacted] was told that a transfer adjustment would be generated to move the credit from the inactive account to her now active account The transfer adjustment was generated on December 20th and posted to the customer’s account on December 21st As stated in our telephone conversation I will generate a credit adjustment in the amount of $***; this will take care of all late charges that accrued in September, October, and November Once this adjustment post to the account the balance will be a credit of $ [redacted] that will apply towards the January billing I have attached copies of the August and October billing statements Please let me know if additional information is needed to resolved this issue Terri MK [redacted] Customer Service Supervisor Spotnap Road Charlottesville, VA Phone: (434)977-ext [redacted] Fax: (434)244- CONFIDENTIALITY NOTICE: If you are not the intended recipient of this message, you are not authorized to intercept, read, print, retain, copy, forward or disseminate this communication This communication may contain information that is proprietary, confidential or is protected health information (PHI) which is subject to HIPPA privacy and security guidelines or otherwise legally exempted from disclosure If you have received this message in error, please notify the sender immediately either by phone (434-977-4511) or by return e-mail and destroy all copies of this message (electronic, paper, or otherwise) See Attached Document

Dear [redacted] ***, First, I apologize for not responding to your voicemail message from September 12, The message was received, listened to, and saved; it was my fault that I did not return to the saved message for a response I have reviewed your information and confirmed with our records that you did contact our office on June 11, to establish water & sewer service for [redacted] and I can assume at that time that a disconnect request was given for [redacted] although a work order was not processedA credit of $has been issued to the [redacted] account and that credit will be transferred to your [redacted] account and will reflect on the October billing statement Again, I apologize on behalf of the Authority for the mistakesIf you have further questions or concerns please please contact me at [redacted] ext [redacted] or by email at [redacted] Sincerely, [redacted] Customer Service Supervisor

Ms*** To follow up our telephone conversation Ms*** *** did make the following payments using an electronic payment method provided by her financial institution:9/23/payment of $*** and 11/28/payment of *** These payments were submitted using account
#*** and posted to the account electronically. Ms*** new account number, effective August 3, is #*** Ms*** made contact with our Customer Service personnel on December 19th, at that time the payments were found to be applied to the inactive account and Ms*** was told that a transfer adjustment would be generated to move the credit from the inactive account to her now active account. The transfer adjustment was generated on December 20th and posted to the customer’s account on December 21st. As stated in our telephone conversation I will generate a credit adjustment in the amount of $***; this will take care of all late charges that accrued in September, October, and November 2016. Once this adjustment post to the account the balance will be a credit of $*** that will apply towards the January billing. I have attached copies of the August and October billing statements. Please let me know if additional information is needed to resolved this issue. Terri MK***Customer Service SupervisorSpotnap RoadCharlottesville, VA 22911Phone: (434)977-ext ***Fax: (434)244-4345 CONFIDENTIALITY NOTICE: If you are not the intended recipient of this message, you are not authorized to intercept, read, print, retain, copy, forward or disseminate this communication. This communication may contain information that is proprietary, confidential or is protected health information (PHI) which is subject to HIPPA privacy and security guidelines or otherwise legally exempted from disclosure. If you have received this message in error, please notify the sender immediately either by phone (434-977-4511) or by return e-mail and destroy all copies of this message (electronic, paper, or otherwise). See Attached Document

Water/sewer service was taken out of this customer’s name effective April 2, 2013. A final bill was generated for the amount of $and mailed to the forwarding address provided by the customer. The $final bill balance consisted of $from 2/5/13-3/5/bill and an
additional $from 3/5/13-4/2/13. A payment of $was posted to the account on April 24, 2013, another payment of $was posted on June 12, and the final payment of $was received and posted on March 9, 2016. The late charges of $that accrued after the final bill were written off once the final payment posted to the account. The customer did not pay the late charges that accrued

Revdex.com:
I have reviewed the offer and/or response 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
Since the service provided to a house and it has the same account number *** it can not be missed if the the company has a qualified accounting staffAs the 1st bill I got, the total amount due was $***, and the due date was 09/23/It was paid on time, so the company has my money, whether the money went to X or Y accountthe billing department kept my money for months without sending refundthe house is vacant and on sale, so, no water consumingI got another bill $***, that I paid as wellToday I got the water billthe chart shows consumption of water while the meter reading shows gallon and service charge of $*** and the amount due is $*** which contradict what MsTerry saying in her reply(the bill is attached)I wish that the company will reimburse me my $*** the extra charges, since they have the cost of their product or service which is $*** that was paid on time
Regards,
*** ***

[redacted]
 
Ms. [redacted] does have an active account with Albemarle County Service Authority.  She requested on August 2, 2016 to have the service at [redacted] placed back in her name effective August 3, 2016.  Even if there is no usage the account will accrue the monthly service charge of $[redacted] and a bill will be generated.
 
Let me know if I can be of further assistance to satisfactory resolve this case.
 
~Terri
 
Terri M. Knight
Customer Service Supervisor
168 Spotnap Road
Charlottesville, VA 22911
Phone: (434)977-4511 ext 107
Fax: (434)244-4345

Revdex.com:
I have reviewed the offer and/or response 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.
Since the service provided to a house and it has the same account number [redacted].  it can not be missed if the the company has a qualified accounting staff. As the 1st bill I got, the total amount due was $[redacted], and the due date was 09/23/2016. It was paid on time, so the company has my money, whether the money went to X or Y account. the billing department kept my money for 4 months without sending refund. the house is vacant and on sale, so, no water consuming. I got another bill $[redacted], that I paid as well. Today I got the water bill. the chart shows consumption of water while the meter reading shows 1 gallon and service charge of $[redacted] and the amount due is $[redacted] which contradict what Ms. Terry saying in her reply. (the bill is attached)
I wish that the company will reimburse me my $[redacted] the extra charges, since they have the cost of their product or service which is $[redacted] that was paid on time.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response 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 Way they handled not dealing with it for 3 years was unprofessional. And if I was that company I would be embarrassed to come to someone asking payment from that long ago. They had their records wrong for 3 years. Who's to say they didn't mess up my bill forever ago. And again, I wasn't living I. That house. There's no way we "used" that much water. I can provide them with a move in signed lease to the other place. Someone was stealing water. Or they read the meter wrong. I am not at fault. Of course I didn't pay the late charges. Because it was not my fault their system messed up like it did. 
Regards,
[redacted]

[redacted] Ms. [redacted] does have an active account with Albemarle County Service Authority.  She requested on August 2, 2016 to have the service at [redacted] placed back in her name effective August 3, 2016.  Even if there is no usage the account will accrue the monthly service charge of $[redacted] and a bill will be generated. Let me know if I can be of further assistance to satisfactory resolve this case. ~Terri Terri M. KnightCustomer Service Supervisor168 Spotnap RoadCharlottesville, VA 22911Phone: (434)977-4511 ext 107Fax: (434)244-4345

Revdex.com:
I have reviewed the offer and/or response 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 Way they handled not dealing with it for 3 years was unprofessional. And if I was that company I would be embarrassed to come to someone asking payment from that long ago. They had their records wrong for 3 years. Who's to say they didn't mess up my bill forever ago. And again, I wasn't living I. That house. There's no way we "used" that much water. I can provide them with a move in signed lease to the other place. Someone was stealing water. Or they read the meter wrong. I am not at fault. Of course I didn't pay the late charges. Because it was not my fault their system messed up like it did. 
Regards,
[redacted]

arial, sans-serif;">
Ms. [redacted]
 
To follow up our telephone conversation Ms. [redacted] did make the following payments using an electronic payment method provided by her financial institution:9/23/2016 payment of $[redacted] and 11/28/2016 payment of [redacted] These payments were submitted using account #[redacted] and posted to the account electronically. Ms. [redacted] new account number, effective August 3, 2016 is #[redacted] 
 
Ms. [redacted] made contact with our Customer Service personnel on December 19th, at that time the payments were found to be applied to the inactive account and Ms. [redacted] was told that a transfer adjustment would be generated to move the credit from the inactive account to her now active account.  The transfer adjustment was generated on December 20th and posted to the customer’s account on December 21st. 
 
As stated in our telephone conversation I will generate a credit adjustment in the amount of $[redacted]; this will take care of all late charges that accrued in September, October, and November 2016.  Once this adjustment post to the account the balance will be a credit of $[redacted] that will apply towards the January 2017 billing.
 
I have attached copies of the August and October billing statements.
 
Please let me know if additional information is needed to resolved this issue.
 
Terri M. K[redacted]
Customer Service Supervisor
168 Spotnap Road
Charlottesville, VA 22911
Phone: (434)977-4511 ext [redacted]
Fax: (434)244-4345
 
CONFIDENTIALITY NOTICE: If you are not the intended recipient of this message, you are not authorized to intercept, read, print, retain, copy, forward or disseminate this communication.  This communication may contain information that is proprietary, confidential or is protected health information (PHI) which is subject to HIPPA privacy and security guidelines or otherwise legally exempted from disclosure.  If you have received this message in error, please notify the sender immediately either by phone (434-977-4511) or by return e-mail and destroy all copies of this message (electronic, paper, or otherwise). 
See Attached Document

Water/sewer service was taken out of this customer’s name effective April 2, 2013.  A final bill was generated for the amount of $315.89 and mailed to the forwarding address provided by the customer. ...

The $315.89 final bill balance consisted of $182.19 from 2/5/13-3/5/13 bill and an additional $133.70 from 3/5/13-4/2/13.  A payment of $100.00 was posted to the account on April 24, 2013, another payment of $100.00 was posted on June 12, 2013 and the final payment of $115.89 was received and posted on March 9, 2016.  The late charges of $52.51 that accrued after the final bill were written off once the final payment posted to the account.  The customer did not pay the late charges that accrued.

Dear [redacted],
First, I apologize for not responding to your voicemail message from September 12, 2014. The message was received, listened to, and saved; it was my fault that I did not return to the saved message for a response.
I have reviewed your information and...

confirmed with our records that you did contact our office on June 11, 2014 to establish water & sewer service for [redacted] and I can assume at that time that a disconnect request was given for [redacted] although a work order was not processed. A credit of $23.43 has been issued to the [redacted] account and that credit will be transferred to your [redacted] account and will reflect on the October billing statement.
Again, I apologize on behalf of the Authority for the mistakes. If you have further questions or concerns please please contact me at [redacted] ext [redacted] or by email at [redacted].
Sincerely,
[redacted]
Customer Service Supervisor

Review: I moved out of my townhouse March 1, 2013. Due to the townhouse being shown we had to leave the water on until April 4, 2013. During that time, of no one living there. A bill for $348.07 was sent. I tried to reason with the water company, letting them know we didn't even live there. I made payments on the bill. And thought I paid it off. Now 3 years later they contact me letting me know there is a balance, with late fees accrued. They will not work on me, even after I said I could provide them with my lease for the new place on March 1st.Desired Settlement: I want all charges dropped. And the payments I made after February 28, 2013 refunded to me.

Business

Response:

Water/sewer service was taken out of this customer’s name effective April 2, 2013. A final bill was generated for the amount of $315.89 and mailed to the forwarding address provided by the customer. The $315.89 final bill balance consisted of $182.19 from 2/5/13-3/5/13 bill and an additional $133.70 from 3/5/13-4/2/13. A payment of $100.00 was posted to the account on April 24, 2013, another payment of $100.00 was posted on June 12, 2013 and the final payment of $115.89 was received and posted on March 9, 2016. The late charges of $52.51 that accrued after the final bill were written off once the final payment posted to the account. The customer did not pay the late charges that accrued.

Consumer

Response:

I have reviewed the offer and/or response 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 Way they handled not dealing with it for 3 years was unprofessional. And if I was that company I would be embarrassed to come to someone asking payment from that long ago. They had their records wrong for 3 years. Who's to say they didn't mess up my bill forever ago. And again, I wasn't living I. That house. There's no way we "used" that much water. I can provide them with a move in signed lease to the other place. Someone was stealing water. Or they read the meter wrong. I am not at fault. Of course I didn't pay the late charges. Because it was not my fault their system messed up like it did.

Regards,

Review: We previously rented a home at [redacted] ("[redacted]") from October 2013-July 2014. We vacated our home on July 8, 2014 but were forced to pay for water through August 5 by [redacted], the agency who handled our rental. (Our lease ended July 31 and they forced us to pay an additional 5 days past the lease end date). I phoned Albermarle County Service Authority in June 2014 to set up water service at our new house ([redacted]-- "[redacted]") from July 7, and also to close our account at [redacted] from August 5. Everything was handled by a representative over the phone. Our water was set up at [redacted] and I had no reason to doubt our water account for [redacted] was closed on August 5. Recently I realized I never received documentation of closing the [redacted] account so I phoned the ALbermarle County Service Authority and learned that they had not shut our account from August 5, and we were being charged for the water usage by the new residents. Neither [redacted], nor the house owners, nor the new renters had bothered to open an account. The representative told me that we would not be charged the $16.42 for usage by the new renters or owners. She told me we would have a zero balance. However, a few days later I received a bill for [redacted], Account No [redacted], for $16.42. I also received a new bill for [redacted] showing that the deposit we had placed on the [redacted] account when we first opened it had been applied to our balance. I phoned the Authority and a representative told me the $16.42 had been covered by our deposit and I would have to chase them up for a refund. She put me through to [redacted], her manager, and I left a voicemail for her but have not heard back from her. I am filing this complained to obtain the $16.42 from the Authority. I called them with plenty of notice to shut our account as of August 5, but they did not do it, and charged us for others' usage.Desired Settlement: $16.42 refund and letter confirming account was closed for [redacted].

Business

Response:

Dear [redacted],

First, I apologize for not responding to your voicemail message from September 12, 2014. The message was received, listened to, and saved; it was my fault that I did not return to the saved message for a response.

I have reviewed your information and confirmed with our records that you did contact our office on June 11, 2014 to establish water & sewer service for [redacted] and I can assume at that time that a disconnect request was given for [redacted] although a work order was not processed. A credit of $23.43 has been issued to the [redacted] account and that credit will be transferred to your [redacted] account and will reflect on the October billing statement.

Again, I apologize on behalf of the Authority for the mistakes. If you have further questions or concerns please please contact me at [redacted] ext [redacted] or by email at [redacted].

Sincerely,

Customer Service Supervisor