City of San Marcos Utilities

This account has not been referred to a collection agency or placed on *** ***'s credit report. It is still in our active accounts. We had notified her it will be sent, but once an account is in dispute placement is suspended
In as much as I appreciate that she may have vacated the apartment, unless we are notified in writing of the a disconnection or a new account holder moves in to the location services remain in the existing account holder's name

Complaint: [redacted]
I am rejecting this response because:
The City of San Marcos Utility obviously has a disconnect somewhere when it comes to documentation and account status. 
 
I received a letter dated 06-27-14 from [redacted] alerting me that the City of San Marcos Utilitiy has referred my account to collections Reference # [redacted]
 
I DID submit a request when we moved out, it is not my fault it cannot be found
 
Per their earlier response: “... or a new account holder moves in to the location services remain in the existing account holder's name.”  New account holders DID move into the location.  Since my documentation somehow was lost, anyone can verify with the complex the date we vacated.
Regards,
[redacted]

This a response to ID# [redacted]
I have reviewed the transaction history for account #[redacted] in the name of [redacted].  The account was active from 8/9/2010 to 6/28/2012 in her name.  The services in [redacted]'s name was terminated as the result of a new...

tenant taking over service. A final bill was sent to [redacted] on 7/2/2012 along with 3 follow-up letters advising her of the outstanding balance. The letters went out over a period of 1 year and during this time there were several email exchanges and discussions concerning the balance between [redacted] and our staff.  During these discussion the City staff advised [redacted] that there was no record of a move out request received.  This was after we reviewed our paper file, imaged documents and online transfers. 
I have researched these options again and again there is no request located or on file.  We do not accept request over the telephone, it must always be in writing or through our online option.  We do know [redacted] is familiar with our web options as she had made several online payments on her account. 
She had also asked us to contact her apartment manager to verify she vacated the location, but unfortunately this is not a verification that service should be disconnected.  Based on this information the balance due is appropriate.  The account is still in our system and has not been turned over to a collection agency or placed on her credit record.  Please let me know if you like any additional information.
Thank you,
[redacted]
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