We show that our customer service lead, ***, attempted to contact Mr [redacted] regarding his concern and she was not able to reach himShe did leave him a messageFrom reviewing the account, the dates, and amounts, the information he submitted does not match up with anything we have in the systemThere was no attempt to process a payment on or around 6/14/There was a payment made on 5/24/for that was returned on 5/30/as “unable to locate the account”This typically means the information entered into the payment system was entered incorrectlyBecause the information was incorrect, their never would have been an attempt to draft funds from his accountWe did not have the correct account numberWe reviewed the receipt and the customer’s payment was made via the [redacted] (automated phone system)The information was entered incorrectly, by the customer, which is the reason for the returnMr [redacted] has been a customer since and this is his first return checkWe are willing to waive the [redacted] fee as a courtesy and educate the customer on the reason for the returnHowever, we never received his funds so we would need a copy of his bank statement or some proof from the bank that this money was sent to us and deducted from his account if he wants credit for payment
Ms [redacted] , I understand your concerns and apologize that you feel there have been errors in your billingI know that can be stressful.In fully auditing your account, I do not see any irregularities in your billing cycle or in your billed consumptionThe City provides FATHOM with service period dates, rates, collection policies, etc and we partner with them to provide those servicesI have attached a workbook that shows your transaction history since FATHOM started billing, as well as # of days between service periods, consumption, etcI have color coded the billing transaction with the payment receivedIn addition I included screen snips of copies of communication that were sent to help explain the one billing anomaly which was the first bill since the City had not billed you in MarchAfter that, all bills have been in accordance, per our agreement with the City, to utilize 25-day billing cycles, unless there is an approved exceptionAlso in the workbook is the direct download from your meter (MIU) which shows the daily readsPlease let me know what else I can provide to alleviate any future concernsI've also requested a copy of your historic consumption from the CityI'm happy to helpCarmelle
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
These guys are crooks They manage my city's water billing in California I made a payment online which they came back and stated I entered a number in the account wrong I checked three times before I submitted the payment and the account number was correct There is literally no way to prove your claim When they then charged me $for a "return payment fee" I called their customer service Their rep tried to claim that the reason they charge this fee is that they are charged just like a return check fee I then called my bank who confirmed they never charge fees on an electronic debit and that they have no record of ever sending a return check fee to this company Subsequent calls to their customer service went no where This is your typical 3rd party billing company shafting customers with fees as much as possible Unfortunately I have no choice but to deal with them for my utilities
We show that our customer service lead, ***, attempted to contact Mr [redacted] regarding his concern and she was not able to reach himShe did leave him a messageFrom reviewing the account, the dates, and amounts, the information he submitted does not match up with anything we have in the systemThere was no attempt to process a payment on or around 6/14/There was a payment made on 5/24/for that was returned on 5/30/as “unable to locate the account”This typically means the information entered into the payment system was entered incorrectlyBecause the information was incorrect, their never would have been an attempt to draft funds from his accountWe did not have the correct account numberWe reviewed the receipt and the customer’s payment was made via the [redacted] (automated phone system)The information was entered incorrectly, by the customer, which is the reason for the returnMr [redacted] has been a customer since and this is his first return checkWe are willing to waive the [redacted] fee as a courtesy and educate the customer on the reason for the returnHowever, we never received his funds so we would need a copy of his bank statement or some proof from the bank that this money was sent to us and deducted from his account if he wants credit for payment
Ms [redacted] , I understand your concerns and apologize that you feel there have been errors in your billingI know that can be stressful.In fully auditing your account, I do not see any irregularities in your billing cycle or in your billed consumptionThe City provides FATHOM with service period dates, rates, collection policies, etc and we partner with them to provide those servicesI have attached a workbook that shows your transaction history since FATHOM started billing, as well as # of days between service periods, consumption, etcI have color coded the billing transaction with the payment receivedIn addition I included screen snips of copies of communication that were sent to help explain the one billing anomaly which was the first bill since the City had not billed you in MarchAfter that, all bills have been in accordance, per our agreement with the City, to utilize 25-day billing cycles, unless there is an approved exceptionAlso in the workbook is the direct download from your meter (MIU) which shows the daily readsPlease let me know what else I can provide to alleviate any future concernsI've also requested a copy of your historic consumption from the CityI'm happy to helpCarmelle
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
These guys are crooks They manage my city's water billing in California I made a payment online which they came back and stated I entered a number in the account wrong I checked three times before I submitted the payment and the account number was correct There is literally no way to prove your claim When they then charged me $for a "return payment fee" I called their customer service Their rep tried to claim that the reason they charge this fee is that they are charged just like a return check fee I then called my bank who confirmed they never charge fees on an electronic debit and that they have no record of ever sending a return check fee to this company Subsequent calls to their customer service went no where This is your typical 3rd party billing company shafting customers with fees as much as possible Unfortunately I have no choice but to deal with them for my utilities