Elsinore Valley Municipal Water District

Initial Business Response /* (1000, 5, 2016/04/01) */
The District is in receipt of your correspondence dated March 23, 2016, requesting a response to the customer complaint, case #XXXXXXX brought to you for resolution.I have reviewed the complaint and the District records relating to the events
leading to the placement of the deposit billing on the customer's account
Per the District's Administrative Code, Section 4054.4, deposits may be collected on active accounts should an interruption of service due to non-payment occurA copy of the District's Administrative Code can be found in its entirety by following this link:
http://www.evmwd.com/about/departments/public/transparency/default.asp
In addition, the District sends out two Service Interruption Warning Notices to the mailing and service address on file in order to properly advise customers of possible interruption of serviceThe notice states that payment must be received by the specified date to avoid service interruption and that an additional deposit may also be collected should service be interrupted
After receiving the complaint from The Revdex.com and reviewing the customer's explanation of the call with our customer service representative, the Customer Service Supervisor, *** ***, reached out to the customer on March 30, The customer explained that on March 21, 2016, they contacted the District to obtain clarification with regards to the security deposit billing of $listed on the subsequent billThe customer service representative did not clearly explain the charge and the customer did not understand why the deposit had been added to the accountThis prompted the customer to further investigate this charge on the District's websiteBased on the unclear explanation provided by the customer service representative, the customer was unable to find the information
After speaking to the customer, reviewing the details of the account and taking into account the customer's payment history, it was determined that this customer was eligible to have the deposit billing waived as a one-time courtesyThe deposit charge of $has been removed from the account and the customer has been advised of this
I hope that the information in this response letter has provided you with a better understanding of the District's Policy regarding Security DepositsIf you have any questions or need further explanation, please contact me at XXX-XXX-XXXX
Sincerely,
***
Customer Service Manager