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Desert Water Agency

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Desert Water Agency Reviews (1)

Initial Business Response /* (1000, 5, 2015/10/20) */
Contact Name and Title: ***,***
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@dwa.org
We have received the Revdex.com complaint and reject the allegations & desired resolutionThe customer was set up for auto pay (ACH) for
her water accountOn 5/11/the ACH was returned to us as "insufficient funds"(NSF)When we receive a returned ACH payment, we charge the account a $return feeWe do not remove the customer from the ACH program due to one returned payment nor do we terminate their serviceWe realize issues happen & they typically are cleared up with the following ACH paymentOn 6/5/we received another returned ACH payment, listed as "insufficient funds" (NSF) on the account; & we charged another $fee
On 6/9/the customer came into our office with a hand written note stating her bank account had been hijackedThis was the reason for her payments being returned and demanded we reverse the return fees of $($35/occurrence)
Based on the customer's letter stating her account was hijacked we were willing to waive the 2nd $return fee from the 6/5/retuned paymentBut since she did not notify us until days after the first returned payment, we felt she has part of the responsibility for her account & financial affairsWe waived the second fee, even though we have never received any official notification from her bank that the account was involved in fraudulent activityNor did the return payments indicate "account closed" or "fraud"; they only indicated insufficient funds (from her bank)We have repeatedly been trying to resolve this matter since 7/8/with no successThe customer fails to take any responsibility for the circumstances regarding her accountShe has been notified (at her request) of our bi-weekly board meetings where she can address the board and her complaintHowever, she never shows up & always follows the missed opportunity to appear before the board, with letters claiming we are bullying & harassing her and demanding we reverse the $fee
I would be more than happy to provide our numerous correspondence that we have sent to her since 7/8/15, as well as, all of the emails & faxes that she has sent to us
We deny her allegations and WILL NOT waive the second $return fee

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Address: 1200 S Gene Autry Trl, Palm Springs, California, United States, 92264-3533

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