This correspondence serves as our response to Complaint ID # [redacted] received from a Town Utility customer regarding "customer service issues"As a Utility Department, we strive to provide strong customer service to the over 9,customers that we serve As part of that process, we are required to follow the policies and procedures that have been established for our office to ensure consistent application to all of our customersWe have reviewed Ms [redacted] 's complaint and believe that we followed all policies and procedures that apply when a customer is delinquent in their payment of a utility billCustomer confirmed in her complaint that her payment was lateAt the time of shut off, the customer was delinquent on March and April's utilities bills, totaling $She made a partial payment by credit card of $but the payment was not made until after the due date and time and therefore after the shut off process had startedOn our web site (included) it clearly states once an account is marked non-payment, customer is required to pay full payment and reconnection feeAs part of our customer service process, we try to make sure that our customers are fully informed on how the delinquent payment, disconnect and re-connect process worksIn that regard, we outline that information multiple times using different methods, including on the delinquent notice that the customer received, on the online account for the customer, at the drop box payment drop and the Utility Department's websiteI am attaching copies of the photos of these different information postings for you referenceThe customer did state her boyfriend recently had surgeryAs a result, we did make a concession for the customer and the supervisor of the department accepted the partial payment, instead of the full payment normally required to restore serviceThis allowed the customer to resume water service within hours after disconnectionWe also permitted the customer's outstanding balance to be carried over to next month's billWe certainly hope that this addresses the concern raisedIf you have any questions or need any additional information regarding this matter, please do not hesitate to contact meThank you, Debbie B [redacted] Utility Superintendent 317-858-
This correspondence serves as our response to Complaint ID # [redacted] received from a Town Utility customer regarding "customer service issues". As a...
Utility Department, we strive to provide strong customer service to the over 9,000 customers that we serve As part of that process, we are required to follow the policies and procedures that have been established for our office to ensure consistent application to all of our customers. We have reviewed Ms. [redacted]'s complaint and believe that we followed all policies and procedures that apply when a customer is delinquent in their payment of a utility bill. Customer confirmed in her complaint that her payment was late. At the time of shut off, the customer was delinquent on March and April's utilities bills, totaling $106.47. She made a partial payment by credit card of $46.05 but the payment was not made until after the due date and time and therefore after the shut off process had started. On our web site (included) it clearly states once an account is marked non-payment, customer is required to pay full payment and reconnection fee. As part of our customer service process, we try to make sure that our customers are fully informed on how the delinquent payment, disconnect and re-connect process works. In that regard, we outline that information multiple times using different methods, including on the delinquent notice that the customer received, on the online account for the customer, at the drop box payment drop and the Utility Department's website. I am attaching copies of the photos of these 4 different information postings for you reference. The customer did state her boyfriend recently had surgery. As a result, we did make a concession for the customer and the supervisor of the department accepted the partial payment, instead of the full payment normally required to restore service. This allowed the customer to resume water service within hours after disconnection. We also permitted the customer's outstanding balance to be carried over to next month's bill. We certainly hope that this addresses the concern raised. If you have any questions or need any additional information regarding this matter, please do not hesitate to contact me. Thank you, Debbie B[redacted] Utility Superintendent 317-858-6046
This correspondence serves as our response to Complaint ID # [redacted] received from a Town Utility customer regarding "customer service issues"As a Utility Department, we strive to provide strong customer service to the over 9,customers that we serve As part of that process, we are required to follow the policies and procedures that have been established for our office to ensure consistent application to all of our customersWe have reviewed Ms [redacted] 's complaint and believe that we followed all policies and procedures that apply when a customer is delinquent in their payment of a utility billCustomer confirmed in her complaint that her payment was lateAt the time of shut off, the customer was delinquent on March and April's utilities bills, totaling $She made a partial payment by credit card of $but the payment was not made until after the due date and time and therefore after the shut off process had startedOn our web site (included) it clearly states once an account is marked non-payment, customer is required to pay full payment and reconnection feeAs part of our customer service process, we try to make sure that our customers are fully informed on how the delinquent payment, disconnect and re-connect process worksIn that regard, we outline that information multiple times using different methods, including on the delinquent notice that the customer received, on the online account for the customer, at the drop box payment drop and the Utility Department's websiteI am attaching copies of the photos of these different information postings for you referenceThe customer did state her boyfriend recently had surgeryAs a result, we did make a concession for the customer and the supervisor of the department accepted the partial payment, instead of the full payment normally required to restore serviceThis allowed the customer to resume water service within hours after disconnectionWe also permitted the customer's outstanding balance to be carried over to next month's billWe certainly hope that this addresses the concern raisedIf you have any questions or need any additional information regarding this matter, please do not hesitate to contact meThank you, Debbie B [redacted] Utility Superintendent 317-858-
This correspondence serves as our response to Complaint ID # [redacted] received from a Town Utility customer regarding "customer service issues". As a...
Utility Department, we strive to provide strong customer service to the over 9,000 customers that we serve As part of that process, we are required to follow the policies and procedures that have been established for our office to ensure consistent application to all of our customers. We have reviewed Ms. [redacted]'s complaint and believe that we followed all policies and procedures that apply when a customer is delinquent in their payment of a utility bill. Customer confirmed in her complaint that her payment was late. At the time of shut off, the customer was delinquent on March and April's utilities bills, totaling $106.47. She made a partial payment by credit card of $46.05 but the payment was not made until after the due date and time and therefore after the shut off process had started. On our web site (included) it clearly states once an account is marked non-payment, customer is required to pay full payment and reconnection fee. As part of our customer service process, we try to make sure that our customers are fully informed on how the delinquent payment, disconnect and re-connect process works. In that regard, we outline that information multiple times using different methods, including on the delinquent notice that the customer received, on the online account for the customer, at the drop box payment drop and the Utility Department's website. I am attaching copies of the photos of these 4 different information postings for you reference. The customer did state her boyfriend recently had surgery. As a result, we did make a concession for the customer and the supervisor of the department accepted the partial payment, instead of the full payment normally required to restore service. This allowed the customer to resume water service within hours after disconnection. We also permitted the customer's outstanding balance to be carried over to next month's bill. We certainly hope that this addresses the concern raised. If you have any questions or need any additional information regarding this matter, please do not hesitate to contact me. Thank you, Debbie B[redacted] Utility Superintendent 317-858-6046