This email is in response to a complaint that was made, with an ID of [redacted] This complaint was made by one of our costumers named [redacted] ***This customer has just past the one year mark of our disposal servicesThis residence is in a rural area and doesn’t fall under municipality billingShe is billed directly on a quarterly basis at the beginning of the service periodSo, the customer would be billed for the next three months of serviceThe following is a summary of the customer’s payment history in the past yearHer first payment was made after she had received her second invoice from us, which would make it months of continued service without paymentThe payment we received was by credit card over the phone and was for only half the balanceThe next payment we received wasn’t until after she received a third invoice, which this payment was only half of a quarterly chargeAt this point, she is delinquent one and a half billing cyclesThe next payment was made after the next invoice and was again for less than the quarterly billing amount, which would put her slightly over one and a half billing cycles delinquentThe next billing invoice was sent and due date was passed with no paymentThis would make the customer approximately eight months and over $delinquentAt which time we charged the credit card that she had previously authorized us to use, the amount of one billing cycle was chargedLaw states: If card holder authorizes a charge, that card can be charged at any time following if a balance is dueAlthough we did exercise this practice, we did not abuse it and charge the entire past due balance, we only charged one billing cycle amountNow, the day this charge was made is the day we received a call from the customer, at which time we immediately refunded the full amount chargedNow, the customer is back to eight months delinquentWith “Stop service” notices sent with all past due invoices, we had no choice but to temporarily stop services until the customers balance is brought up to dateI have built this company with customer satisfaction being my top priorityMy policy is to stop service after days of delinquency, which the industry standard is daysThat particular customer was making an attempt to pay, so their service was never stopped until that attempt was stoppedMy attempt to continue payment as authorized was only to avoid a “Stop service” from taking effectI assure you there was no ill intent with the actions of my staff
This email is in response to a complaint that was made, with an ID of [redacted] This complaint was made by one of our costumers named [redacted] ***This customer has just past the one year mark of our disposal servicesThis residence is in a rural area and doesn’t fall under municipality billingShe is billed directly on a quarterly basis at the beginning of the service periodSo, the customer would be billed for the next three months of serviceThe following is a summary of the customer’s payment history in the past yearHer first payment was made after she had received her second invoice from us, which would make it months of continued service without paymentThe payment we received was by credit card over the phone and was for only half the balanceThe next payment we received wasn’t until after she received a third invoice, which this payment was only half of a quarterly chargeAt this point, she is delinquent one and a half billing cyclesThe next payment was made after the next invoice and was again for less than the quarterly billing amount, which would put her slightly over one and a half billing cycles delinquentThe next billing invoice was sent and due date was passed with no paymentThis would make the customer approximately eight months and over $delinquentAt which time we charged the credit card that she had previously authorized us to use, the amount of one billing cycle was chargedLaw states: If card holder authorizes a charge, that card can be charged at any time following if a balance is dueAlthough we did exercise this practice, we did not abuse it and charge the entire past due balance, we only charged one billing cycle amountNow, the day this charge was made is the day we received a call from the customer, at which time we immediately refunded the full amount chargedNow, the customer is back to eight months delinquentWith “Stop service” notices sent with all past due invoices, we had no choice but to temporarily stop services until the customers balance is brought up to dateI have built this company with customer satisfaction being my top priorityMy policy is to stop service after days of delinquency, which the industry standard is daysThat particular customer was making an attempt to pay, so their service was never stopped until that attempt was stoppedMy attempt to continue payment as authorized was only to avoid a “Stop service” from taking effectI assure you there was no ill intent with the actions of my staff