Californiia Water Service Company

Mr* had communicat** *ia e-mail to California Water Service on Tuesday, March 28, at approximately 12:11pm that he had made an error in making his March 23, water payment. As he stat** in his complaint, instead of paying $he paid $6,to which he made the correct payment
of $65.92. This creat** a cr**it of $6,on his account. There was imm**iate communication with Mr* from our Customer Service Representative by 2:00pm on Tuesday, March 28, that a refund to his overpayment would be process**. Due to the high dollar amount of the refund overpayment, the refund approval had to get approv** by the head of accounting, which occurr** on W**nesday, April 5, 2017. Per California Water Service Company’s refund overpayment policy, there is a day waiting period that is built into our system once the refund overpayment is approv**. Therefore, on W**nesday, April 6, 2017, once the approval was complet** by the head of accounting, it was communicat** to Mr* that the process could take 4-weeks, due to processing and mail time. After the April 6, e-mail communication from the Customer Service Representative to Mr*, Mr* repli** back in an e-mail, dat** Friday, April 7, that this was creating a financial hardship and that he had an anxiety disorder. Mr* had not communicat** his health issues or financial state in any of his prior e-mails, so following our company policy on refunds due to overpayments seem** appropriate. Upon discovering Mr*’s health and financial state by the Customer Service Representative, she imm**iately communicat** this to me, the Customer Service Manager. Imm**iately I process** and exp**it** a check for the amount of cr**it on Mr*’s account and communicat** this to Mr* *ia e-mail letting him know the check should arrive, at the latest, by the early part of next week. I further explain** in the e-mail to Mr* that if he did not receive the check, to give me a call or e-mail me. I receiv** an e-mail upon arrival to work on Monday, from Mr* dat** Sunday, April 16th at 8:a.mthat he did receive the check, but question** me about the amount of the check. I then respond** the following to Mr*:
“Dear **:
I did get this e-mail as well the e-mail you sent this morning. The reason the check was sent in the amount of $6,instead of $6,is due to the following timeline which I will describe below:
2/24/17: Bill Total: $
3/23/17: Payment Made in the amount of $6,
3/23/17: Payment Made in the amount of $(which cover** the amount of the 2/24/17)
3/23/17: Account reflects cr**it of $6,
3/24/Bill came out with a cr**it of $6,with bill** charges of $61.87. The $was subtract** from the $6,cr**it balance which left remaining cr**it of $6,which is the amount that got refund** to you in the amount of the check.
$(cr**it balance)
-(Bill** charges)
$6,(Amount of the check you receiv**)
As you can see from my above explanation, you did not get double bill**. The check you receiv** is for the correct amount as indicat** after your 3/24/bill got generat**. Should you have any further questions, please don’t hesitate to call me at 530-893-or e-mail me.
Your account is currently at a $balance
Sincerely,
***”

Revdex.com:I have review** the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, ** ***