Aqua Ohio's position is that the service was terminated for non-payment of an undisputed delinquent account. On May 15, 2015, Aqua Ohio issued a fifteen day termination notice for a past due account balance in the amount of $[redacted].**. The proposed service termination date was on or after...
June 01, 2015. The customer did not contact the company to dispute the bill or establish a payment arrangement. This resulted in the service being terminated on June 04, 2015.
On June 04, 2015, The customer contacted the company's after hour service to report that they had no water. The representative explained that the service was terminated for non-payment. The customer called the company again on June 05, 2015, during normal business hours, and advised that they did not receive a termination notice. The representative informed the customer that a termination notice was mailed to the service address on May 15, 2015. At the time of the call, the customer made a payment in the amount of $[redacted].**. This payment includes the past due amount $[redacted].** and a $**.** reconnection charge. The service was reconnected same date, June 05, 2015.
According to the customer, there were several months where they did not receive their billing statement in a timely manner. Our records show that the bills are mailed between the 15th and 19th of each month. The company has no record of the customer calling to report untimely bills. In the future, if the customer does not receive the bills by the 19th of the month, they should contact the company immediately to report the issue and request the balance due or duplicate billing statement.
The company notified the customer of the proposed service termination by mailing a fifteen day termination notice to the service address and leaving a three day notice at the property. Additionally, NCO, a third party collection agency, placed a call to the customer on May 26, 2015 regarding the past due balance. The customer is responsible for paying the $**.** reconnection charge.
The customer also inquired about company policy requiring an adult to be present during the reconnection of service. This is to ensure that there are no plumbing issues or water flooding during the reconnection process.
Aqua Ohio's position is that the service was terminated for non-payment of an undisputed delinquent account. On May 15, 2015, Aqua Ohio issued a fifteen day termination notice for a past due account balance in the amount of $[redacted].**. The proposed service termination date was on or after...
June 01, 2015. The customer did not contact the company to dispute the bill or establish a payment arrangement. This resulted in the service being terminated on June 04, 2015.
On June 04, 2015, The customer contacted the company's after hour service to report that they had no water. The representative explained that the service was terminated for non-payment. The customer called the company again on June 05, 2015, during normal business hours, and advised that they did not receive a termination notice. The representative informed the customer that a termination notice was mailed to the service address on May 15, 2015. At the time of the call, the customer made a payment in the amount of $[redacted].**. This payment includes the past due amount $[redacted].** and a $**.** reconnection charge. The service was reconnected same date, June 05, 2015.
According to the customer, there were several months where they did not receive their billing statement in a timely manner. Our records show that the bills are mailed between the 15th and 19th of each month. The company has no record of the customer calling to report untimely bills. In the future, if the customer does not receive the bills by the 19th of the month, they should contact the company immediately to report the issue and request the balance due or duplicate billing statement.
The company notified the customer of the proposed service termination by mailing a fifteen day termination notice to the service address and leaving a three day notice at the property. Additionally, NCO, a third party collection agency, placed a call to the customer on May 26, 2015 regarding the past due balance. The customer is responsible for paying the $**.** reconnection charge.
The customer also inquired about company policy requiring an adult to be present during the reconnection of service. This is to ensure that there are no plumbing issues or water flooding during the reconnection process.