They are charging late fees, for non-payment during the Covid-19 lock down. Their offices were close and they were not sending out bills. They didn't take take out any automatic payment. But now they are charging late fees . Poor business practice, they also know that we can't get another water company. So the have over 500 accounts in my area with no other option. This is criminal, to expect customers to pay late fees on top of 3 months of billing. When many of us are still waiting on unemployment.
I paid my water bill of $85.78 dated 03/13/2020 with chase bank check no 218 but was surprised that it was still included in our current bill as unpaid! Kindly go through your account! Thanks! My account no is 990V201-070-t0092304! Please make sure you send our bill on time in order for us to avoid late charge fees! Thanks
Taylor House informed COWD the customer's move out date was 9/1/Our agreement with the Property Management company is to bill the resident through the move out date that they provide to usWe have verified the move out date with Taylor House and they confirmed the date was 9/1/16, therefore, the resident was billed for this dayThe Administrative Fee is not prorated at a move in or move outCOWD has a Customer Account Representative who is available M-F from 8:30am-4:30pmIf a resident is unable to reach someone during that time, we do have a voicemail service set up and calls are returned the same day or no later than business dayWhen this customer called in, a supervisor was not immediately availableCustomer invoices are mailed out typically within the 1st week of the month and are always due on the 21st of the monthWe also have a website where residents can view their bill, and pay onlineCOWD's policies outlined in our agreement with Taylor House are the same for all residents and we have billed the resident accordingly
Monthly invoices are mailed out to all of COWD customers at the same time each month and the bills are due at the same time each monthViewing usage and bill is the issue not due date Residents should ask or be notified by the Property Management Company at the time of application or move regarding utilities due for their apartmentCompleted and not a contributing factor to problem Property management made aware of issue multiple times and checked, told me to talk to COWDCOWD offers ways to make payments, via mail or onlineWe also send out email reminders to registered customers on the 10th of each month letting them know the due date is approachingIf a resident does not receive their monthly invoice due to mail delivery issues, it is the resident's responsibility to log into their online account or contact COWD for balance information before the bill is dueI was able to receive amount due via phone, but unable to gain/view statement, usage or amount due Phone is not available to make payments and they neglected to advise I needed to email their general customer service email, wait for an access code, register on the website, then wait to view my account It is unfair to make this statement and is why my issue has not been at minimum, acknowledged I have never received an email with the ability to VIEW or pay my bill As a one-time courtesy, if a resident does not receive an invoice, COWD will waive one late fee on the resident's accountHowever, under company policy, we cannot remove ALL late fees associated with a customer not receiving their invoice This issue has continued over months and I have made all efforts possible on my part to resolve the issueIt is not a coincidence that the efforts are not emulated on their end since making general statements, ignoring consumer concerns directly results in significant financial gain Copies of invoices that are mailed are stored in our systemOnce the invoice leaves our office to be mailed, COWD has no control over the USPS or delivery of the invoiceThis is also why we offer an online system where our residents can view and pay their bill 24/7, like many other utility companiesI welcome Revdex.com to try to gain online access as if you were a COWD customerThese vague statements leave out pertinent facts: residents do not have access online nor told via phone or email complaints that this is an option, at customer service’s leisure I have never had this issue with other utility companiesMy concerns are tainted by irresponsible customers facing consequences of paying late This is why for months; I made many efforts, COWD/Postmaster/Property I even sought a solution to accompany my request to avoid future issues I am met with a sub-par service that as a consumer is unacceptable
COWD is required to close accounts based on the move out date the Property Management company provides to usWater at this property is not individually metered as there is only one master meter at this locationThe water meter is read by the city and a bill is sent to COWD to disburse those charges amongst the tenantsResidents are billed based on unit type and occupancyThe Administrative Fee is a monthly fee that is charged at an industry standard rateIt helps to maintain our online website, provides live Customer Service reps during business hours, and is used to generate and mail invoices just as any Admin Fee that is billed by a third party billing servicer
Our Customer Account Rep was in contact with Mr [redacted] via email on 6/21/and 6/22/Mr [redacted] was provided the attached spreadsheet (reviewed by our Account Manager and Accountant) showing all charges, payments received, credits, and balanceSince sending the spreadsheet to Mr [redacted] on 6/22/16, we have not heard back from himAt this time, we consider this complaint resolvedIf Mr [redacted] has additional questions, we would be happy to discuss with him
COWD does not take payments over the phone nor are we able to set up automatic payments for customersCustomers have the option to set up automatic withdrawal themselves and if they choose to do so, they can enter a date they would like the autopay to endIf an end date is entered, no further payments will be deducted after this date unless the resident logs into their account and sets up autopay againAs stated on the monthly invoice, payments are late as of the 22nd and the late fee is 10% of the balance dueCOWD has not sent any late claims to any credit bureaus for the past due balance that was on [redacted] accountIn regards to the email COWD sends out to customers, this email is not spamAs a courtesy, we send a reminder email on the 10th of the month to all customers registered on our website letting them know their payment is due on the 21st in hopes to avoid late paymentsA payment was received on 7/12/via the one-time payment option on our website for [redacted] account, including all applicable late feesThis payment further proves that [redacted] was receiving our emails or late notices and that our staff cannot initiate payments over the phoneAt this time no late fees will be removed from the account as COWD has provided several notices to [redacted] regarding the past due balance prior to him making his last payment
Monthly Invoices typically mail out within the 1st week of the monthAll customers are sent a bill at the same timeOnce invoices are prepared by COWD, they are sent to a servicer who mails them out directly to the residents within days COWD does encourage residents to register and set up an online account, especially in the event the USPS fails to deliver their invoice for any reason, they can log in online and view the invoice and/or payBills are due on the 21st every month as stated on the website and on the monthly invoiceInstructions on how to register an online account are on the monthly invoice, or customers can call COWD and a representative will walk them through the processIt is a simple, one-time registration where a unique code is provided and the customer creates their own username and passwordCOWD does not have control over the USPS and deliverance of a resident's invoiceWe can, however, ensure that invoices have left our servicer's office on a specific dateWe have spoken to Ms [redacted] and provided options for payment and other ways to view her invoice if she does not receive it by mailDue to the 4th of July holiday falling on a Monday and the 2nd and 3rd falling on that weekend, it did delay our invoicing process by days in the month of July onlyHowever, customers were still given ample time to pay their bill...whether it be online or via mailMs [redacted] was notified that online banking bill payments are sent to COWD via check, not electronically, and can take anywhere from 5-business days to reach our office (based on our experience with mailed bill payments)COWD cannot control the timeframe a bill payment takes to leave the bank and be delivered to our PO BoxMs [redacted] was ensured that our PO Box mail is picked up and delivered daily during business hoursPayments received via mail are processed the same business day
I did contact the Business because I had not heard back from themI overpaid as their records are offThey are crediting my accountThe issues are resolvedHowever, I still think that months of issues do not warrant this company an A plus rating Thanks
Taylor House informed COWD the customer's move out date was 9/1/Our agreement with the Property Management company is to bill the resident through the move out date that they provide to usWe have verified the move out date with Taylor House and they confirmed the date was 9/1/16, therefore, the resident was billed for this dayThe Administrative Fee is not prorated at a move in or move outCOWD has a Customer Account Representative who is available M-F from 8:30am-4:30pmIf a resident is unable to reach someone during that time, we do have a voicemail service set up and calls are returned the same day or no later than business dayWhen this customer called in, a supervisor was not immediately availableCustomer invoices are mailed out typically within the 1st week of the month and are always due on the 21st of the monthWe also have a website where residents can view their bill, and pay onlineCOWD's policies outlined in our agreement with Taylor House are the same for all residents and we have billed the resident accordingly
Monthly invoices are mailed out to all of COWD customers at the same time each month and the bills are due at the same time each monthViewing usage and bill is the issue not due date Residents should ask or be notified by the Property Management Company at the time of application or move regarding utilities due for their apartmentCompleted and not a contributing factor to problem Property management made aware of issue multiple times and checked, told me to talk to COWDCOWD offers ways to make payments, via mail or onlineWe also send out email reminders to registered customers on the 10th of each month letting them know the due date is approachingIf a resident does not receive their monthly invoice due to mail delivery issues, it is the resident's responsibility to log into their online account or contact COWD for balance information before the bill is dueI was able to receive amount due via phone, but unable to gain/view statement, usage or amount due Phone is not available to make payments and they neglected to advise I needed to email their general customer service email, wait for an access code, register on the website, then wait to view my account It is unfair to make this statement and is why my issue has not been at minimum, acknowledged I have never received an email with the ability to VIEW or pay my bill As a one-time courtesy, if a resident does not receive an invoice, COWD will waive one late fee on the resident's accountHowever, under company policy, we cannot remove ALL late fees associated with a customer not receiving their invoice This issue has continued over months and I have made all efforts possible on my part to resolve the issueIt is not a coincidence that the efforts are not emulated on their end since making general statements, ignoring consumer concerns directly results in significant financial gain Copies of invoices that are mailed are stored in our systemOnce the invoice leaves our office to be mailed, COWD has no control over the USPS or delivery of the invoiceThis is also why we offer an online system where our residents can view and pay their bill 24/7, like many other utility companiesI welcome Revdex.com to try to gain online access as if you were a COWD customerThese vague statements leave out pertinent facts: residents do not have access online nor told via phone or email complaints that this is an option, at customer service’s leisure I have never had this issue with other utility companiesMy concerns are tainted by irresponsible customers facing consequences of paying late This is why for months; I made many efforts, COWD/Postmaster/Property I even sought a solution to accompany my request to avoid future issues I am met with a sub-par service that as a consumer is unacceptable
COWD is required to close accounts based on the move out date the Property Management company provides to usWater at this property is not individually metered as there is only one master meter at this locationThe water meter is read by the city and a bill is sent to COWD to disburse those charges amongst the tenantsResidents are billed based on unit type and occupancyThe Administrative Fee is a monthly fee that is charged at an industry standard rateIt helps to maintain our online website, provides live Customer Service reps during business hours, and is used to generate and mail invoices just as any Admin Fee that is billed by a third party billing servicer
Our Customer Account Rep was in contact with Mr [redacted] via email on 6/21/and 6/22/Mr [redacted] was provided the attached spreadsheet (reviewed by our Account Manager and Accountant) showing all charges, payments received, credits, and balanceSince sending the spreadsheet to Mr [redacted] on 6/22/16, we have not heard back from himAt this time, we consider this complaint resolvedIf Mr [redacted] has additional questions, we would be happy to discuss with him
COWD does not take payments over the phone nor are we able to set up automatic payments for customersCustomers have the option to set up automatic withdrawal themselves and if they choose to do so, they can enter a date they would like the autopay to endIf an end date is entered, no further payments will be deducted after this date unless the resident logs into their account and sets up autopay againAs stated on the monthly invoice, payments are late as of the 22nd and the late fee is 10% of the balance dueCOWD has not sent any late claims to any credit bureaus for the past due balance that was on [redacted] accountIn regards to the email COWD sends out to customers, this email is not spamAs a courtesy, we send a reminder email on the 10th of the month to all customers registered on our website letting them know their payment is due on the 21st in hopes to avoid late paymentsA payment was received on 7/12/via the one-time payment option on our website for [redacted] account, including all applicable late feesThis payment further proves that [redacted] was receiving our emails or late notices and that our staff cannot initiate payments over the phoneAt this time no late fees will be removed from the account as COWD has provided several notices to [redacted] regarding the past due balance prior to him making his last payment
Monthly Invoices typically mail out within the 1st week of the monthAll customers are sent a bill at the same timeOnce invoices are prepared by COWD, they are sent to a servicer who mails them out directly to the residents within days COWD does encourage residents to register and set up an online account, especially in the event the USPS fails to deliver their invoice for any reason, they can log in online and view the invoice and/or payBills are due on the 21st every month as stated on the website and on the monthly invoiceInstructions on how to register an online account are on the monthly invoice, or customers can call COWD and a representative will walk them through the processIt is a simple, one-time registration where a unique code is provided and the customer creates their own username and passwordCOWD does not have control over the USPS and deliverance of a resident's invoiceWe can, however, ensure that invoices have left our servicer's office on a specific dateWe have spoken to Ms [redacted] and provided options for payment and other ways to view her invoice if she does not receive it by mailDue to the 4th of July holiday falling on a Monday and the 2nd and 3rd falling on that weekend, it did delay our invoicing process by days in the month of July onlyHowever, customers were still given ample time to pay their bill...whether it be online or via mailMs [redacted] was notified that online banking bill payments are sent to COWD via check, not electronically, and can take anywhere from 5-business days to reach our office (based on our experience with mailed bill payments)COWD cannot control the timeframe a bill payment takes to leave the bank and be delivered to our PO BoxMs [redacted] was ensured that our PO Box mail is picked up and delivered daily during business hoursPayments received via mail are processed the same business day
I did contact the Business because I had not heard back from themI overpaid as their records are offThey are crediting my accountThe issues are resolvedHowever, I still think that months of issues do not warrant this company an A plus rating Thanks