Canyon Lake Water Service Company

We appreciate the opportunity to work with your organization and respond to the customer's issueWe have made contact with the customer that contacted the Revdex.com and we will be testing the water pressure at the water meter by January 20th to determine if it meets the TCEQ minimum requirement of psiWe will follow up with the customer with the resultsIf the pressure is not above psi, then CLWSC will take measure to ensure that it meets TCEQ requirements.Please contact us if you have any questions.Regards, [redacted] Customer Service Manager

In reference to this complaint, *** *** has claimed that his water usage is suspect and that our payment policies are questionable*** *** established his account on March 13thHis account will have the same billing cycle process: the meter is typically read on the 5th day of each month, the
bill is typically sent on the 15th day of each month, and the payment is typically due on the last day of the monthThese dates can vary if the date falls on a weekend or holidayUnfortunately, since the billing cycle is based on geographical areas, customers cannot chose when their meters are read, when usage is billed, and when payment is dueWhen *** *** established his account, he set up an auto pay profile so that his payments would be automatically charged to his bank accountThe auto pay charges all customers in his billing cycle on or around the 20th of each monthThis information would have been provided to *** *** when his account was set up and is posted on our website*** ***'s usage from March 13th (when the account was established) through April 5th (when the meter is typically read) was 22,gallonsThe charge to his account was $on April 21stThe auto-pay payment was returned with insufficient funds on April 27th and *** ***'s water account was subsequently charged back for $However, since *** *** made an alternate payment on April 27th, he was pot charged a return payment feeThe usage from April 5th through May 5th was 27,gallonsThe charge to his account was $on May 23rdThe payment processed successfullyOn May 18th, at *** ***'s request, CLWSC performed a meter test on the water meterThe results of the test showed the meter was 100% accurate at Ultra Low Flow (GPM), Low Flow (GPM), and High Flow (GPM)Based on these results, the water meter was reflecting accurate usage and the charges were correct*** *** was charged a $non-refundable return payment fee on June 27th in reference to an auto-pay payment made on June 21stThis was due to a returned payment of $for insufficient fundsSince the account was over three month old when the return payment occurred, we would not reverse this chargeAdditionally, we would not be able to credit or refund charges from his bank since we did not charge *** *** for these fees*** *** would need to work with his financial institution to resolve any refunds or credits that they chargedAll of our payment policies are strictly enforced and regulated by the Texas PUCAny charges and fees are listed in our tariffShould *** *** feel that his issue needs further review and/or investigation, I would encourage him to file complaint with the Texas PUCRegards, *** ***
*** *** ***

Re: Revdex.com Complaint from *** ***, *** *** *** *** *** *** ** *** Dear Ms***, All payments made by our customers using online banking are paid with a physical check mailed by the bank via a third party payment processing centerUnfortunately CLWSC has no control over when these
checks are created, mailed, and deliveredOur process to post payments is consistentWe get our mail at our local post office and our mailbox every dayEvery payment we receive in the mail will be posted to the customer's account that same dayThis process is followed without exception and CLWSC will never leave a payment for processing the following day or hold any payments beyond the day that we receive themThis month we received numerous payments after the date they were due, particularly the payments made by customers using online bankingWe have followed up with several banks and payment processing centers to research why customer's payments arrived lateAt this point in time, our research indicates a significant delay with our postal serviceWe are following up with the local postmaster to make them aware and to have them correct the situation in order to avoid any delays in the futureIn reference to Mr***, we have credited his account for any late fees incurred since the beginning of last year due to receiving any bank check payments after their due datesWe have already corresponded with Mr*** and provided him with this informationSincer ly, *** ***
*** *** *** *** *** *** *** ***
*** *** *** * *** *** *** ***
*** *** * *** *** ***
***

Re: Revdex.com Complaint from [redacted] Dear Ms. [redacted], All payments made by...

our customers using online banking are paid with a physical check mailed by the bank via a third party payment processing center. Unfortunately CLWSC has no control over when these checks are created, mailed, and delivered. Our process to post payments is consistent. We get our mail at our local post office and our mailbox every day. Every payment we receive in the mail will be posted to the customer's account that same day. This process is followed without exception and CLWSC will never leave a payment for processing the following day or hold any payments beyond the day that we receive them. This month we received numerous payments after the date they were due, particularly the payments made by customers using online banking. We have followed up with several banks and payment processing centers to research why customer's payments arrived late. At this point in time, our research indicates a significant delay with our postal service. We are following up with the local postmaster to make them aware and to have them correct the situation in order to avoid any delays in the future. In reference to Mr. [redacted], we have credited his account for any late fees incurred since the beginning of last year due to receiving any bank check payments after their due dates. We have already corresponded with Mr. [redacted] and provided him with this information. Sincer ly, [redacted]
[redacted]
[redacted]
[redacted]

We appreciate the opportunity to work with your organization and respond to the customer's issue. We have made contact with the customer that contacted the Revdex.com and we will be testing the water pressure at the water meter by January 20th to determine if it meets the TCEQ minimum...

requirement of 35 psi. We will follow up with the customer with the results. If the pressure is not above 35 psi, then CLWSC will take measure to ensure  that it meets TCEQ requirements.Please contact us if you have any questions.Regards,[redacted]Customer Service Manager