Heritage Inn

The payment information is entered by the customer and not by EPCOR.? We have reviewed and she unfortunately entered the incorrect account information? so no payment was received or applied? She has entered payments after that, and there have been no issues as the correct information was enteredWe have sent her the information showing the? payment was not received today for her to see the error,? and also the monies were not taken from her account due it being incorrectWe have agreed to waive the unable to locate account fee as a one time courtesy via e-mailThere was no malfunction of the informationPlease let me know if you have further questions

THE RESPONSE FROM EPCOR WATER IS UNACCEPTABLE.? I HAVE MADE SEVERAL PAYMENTS WITHOUT INCIDENT AND THE UNJUST ACTION TO CHARGE A FIRST TIME CUSTOMER WITH AN UNWARRANTED FEE OF $25, WHEN THE ERROR WAS IN THEIR COMPUTER SYSTEM...BASED ON THE ACTUAL FACT THAT WHEN I ENTERED MY ACCOUNT INFORMATION IT WAS REPEATED BACK TO ME APPROPRIATELY....AS I HAVE REPEATEDLY STATED TO EPCOR.? EPCOR HAS A NETORIOUS REPUTATION WITHIN THE CITY OF SUN CITY, ONLINE AND ALL COMMUNITIES THEY SERVICE.? THEY HAVE STOLEN MONEY FROM PEOPLE BY CHARGING THEIR CREDIT CARDS MORE THAN ONCE FOR THE SAME BILL, THEY INTENTIONALLY GOUGE THEIR CUSTOMERS, THEIR CUSTOMER SERVICE IS OBTUSE AND UNREASONABLE ON ALL LEVELS.? THEY REFUSE TO WAIVE THE $AS A ONE TIME COURTESY EVEN AFTER THEY HAVE RECEIVED THEIR MONTHLY PAYMENTS FROM ME ON TIME AND WITHOUT ISSUE.? THIS COMPANY NEEDS TO BE REPRIMANDED BY LEGAL AUTHORITIES FOR THE RIGHTS OF THE CUSTOMER.? THIS SITUATION WILL NEVER BE RESOLVED UNTIL EPCOR WAIVES THE $FEE AND UNLESS THEY WAIVE IT, IT WILL REMAIN ON THE ACCOUNT INDEFINITELY? ? ?

We have corrected his account, this was our error as there was more than one Antonio M*** He never resided in *** *** and unfortunately due to the? name being the same the *** account charges were? added onto his account in errorWe did apologize and have made the
corrections, and apologized that it took a bit for the corrections to be madeHe is satisfied that it has been resolved at this time.?

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and while they continue to insist this is a master of user error, that is simply not the caseMy husband doesn’t pay the EPCOR bill, I am the only one who pays it & I most certainly did NOT submit the payment twiceI know with absolute certainty this is an error with EPCOR’s payment system as this is the second time they’ve done this to meI personally confirmed with my bank this week that NO payment was returned to EPCORHowever, since my $returned payment fee has been waived, I will consider this issue resolved and make all future payments from my bank’s bill pay service rather than trusting EPCOR’s website which is unreliable at bestHowever, I would hope that for the sake of other customers, EPCOR would closely review their website’s processing of payments as well as their response to customers calling about EPCOR’s billing mistakes.I will consider this complaint resolved from my end
However?
Regards,
*** ***
?

Good Morning,EPCOR visited Mr. [redacted] property on April 17th to pull data from the meter.  On 4/19/18 a customer care rep made contact with Mr. [redacted] to review the data pulled for daily and hourly usage to advised when the water used. We explained to Mr. [redacted] that...

every customer is different and there are a variety of factors that play a role in how much water is used. Our customer concerns are important to us and we are available to help them understand their bills and usage.  We discussed any items on a timing system or possible issues that may have occurred during the time of April 6, 7 and 8th.   Mr. [redacted] refusing to believe our data and that no issues on his property.  We did offer to work with his billing portion of his bill and move the usage down to the lowest billing tier as our data shows the meter did register the usage.  An estimated credit of $23.17 plus taxes.  He refuse and requested the usage be removed from his account and a credit be given of $90.02. Mr. [redacted] also believes he has a faulty meter that did not register correctly during those 3 days. Offered to test the meter.  A charge of of $30 would be applied to the account for the test if the meter test with in the guidelines.  IF the meter is faulty there would not be a charge.  Mr. [redacted] does not want to pay the fee and states he's sure the meter is working correctly.  Offer the billing tier adjustment and he refused, would like to get his payment back of $90.02.  Services were available and provided to customer.  EPCOR is responsible for providing water service to the customer, once water passes through the meter we are not able to determine how or where it is used.  We are not able to remove the usage and offered to move down to the lowest billing tier as our meter data shows water was registered through the meter and provided to the customer.  Customer refused and ended the call.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while they continue to insist this is a master of user error, that is simply not the case. My husband doesn’t pay the EPCOR bill, I am the only one who pays it & I most certainly did NOT submit the payment twice. I know with absolute certainty this is an error with EPCOR’s payment system as this is the second time they’ve done this to me. I personally confirmed with my bank this week that NO payment was returned to EPCOR. However, since my $25.00 returned payment fee has been waived, I will consider this issue resolved and make all future payments from my bank’s bill pay service rather than trusting EPCOR’s website which is unreliable at best. However, I would hope that for the sake of other customers, EPCOR would closely review their website’s processing of payments as well as their response to customers calling about EPCOR’s billing mistakes.I will consider this complaint resolved from my end.
However 
Regards,
[redacted]

We pulled all of our phone records, as all of our calls are recorded and found no record of her calling to cancel the service that she had requested. We even went so far as to contact the owner who stated she would not take responsiblity for the bills however the bill has been paid in full now, we...

cannot confirm who paid the balance off. It is our belief that she did not call to cancel the request to start service which is between her and the owner being the account has been paid in full. Please let us know if you have any further questions.

This customer reached out to us today with her concerns as stated in this complaint.  This customer is on a cash status with us due to multiple checks returned to us as insufficient funds (NSF) in the past 12 months.  However we are responding to the customer informing them they can place...

a money order or cashier’s check in our drop box provided we do not receive a stop payment on these payment methods.  We believe this will resolve the issue.  If you have further questions or concerns, feel free to reach out to us.  [redacted]

We have verified the reading to be correct and we are doing a data logger which extracts information from the meter from the past 90 days and provides daily usage. We will receive that information and share with our customer to try and assist where the issue may be. I have left a voice mail message...

an update her phone number as the phone number we had listed on the account was not correct. We are waiting to hear back from Ms. [redacted] so that we can share the information from the data logger however based on what information she has shared,  it may have been the irrigation sticking on possibly and not shutting off, and our data logger will help to identify when the high usage occurred.

THE RESPONSE FROM EPCOR WATER IS UNACCEPTABLE.  I HAVE MADE SEVERAL PAYMENTS WITHOUT INCIDENT AND THE UNJUST ACTION TO CHARGE A FIRST TIME CUSTOMER WITH AN UNWARRANTED FEE OF $25, WHEN THE ERROR WAS IN THEIR COMPUTER SYSTEM...BASED ON THE ACTUAL FACT THAT WHEN I ENTERED MY ACCOUNT INFORMATION IT WAS REPEATED BACK TO ME APPROPRIATELY....AS I HAVE REPEATEDLY STATED TO EPCOR.  EPCOR HAS A NETORIOUS REPUTATION WITHIN THE CITY OF SUN CITY, ONLINE AND ALL COMMUNITIES THEY SERVICE.  THEY HAVE STOLEN MONEY FROM PEOPLE BY CHARGING THEIR CREDIT CARDS MORE THAN ONCE FOR THE SAME BILL, THEY INTENTIONALLY GOUGE THEIR CUSTOMERS, THEIR CUSTOMER SERVICE IS OBTUSE AND UNREASONABLE ON ALL LEVELS.  THEY REFUSE TO WAIVE THE $25 AS A ONE TIME COURTESY EVEN AFTER THEY HAVE RECEIVED THEIR MONTHLY PAYMENTS FROM ME ON TIME AND WITHOUT ISSUE.  THIS COMPANY NEEDS TO BE REPRIMANDED BY LEGAL AUTHORITIES FOR THE RIGHTS OF THE CUSTOMER.  THIS SITUATION WILL NEVER BE RESOLVED UNTIL EPCOR WAIVES THE $25 FEE AND UNLESS THEY WAIVE IT, IT WILL REMAIN ON THE ACCOUNT INDEFINITELY.

Indeed yes I was called yesterday by EPCOR Water, However just because they called does not mean they have  satisfied their debt. Again I have a Credit for the amount of $26.17on my last bill from Global Water,Epcor water has acquired Purchased, assumed the old wayer comoany Global. In speaking to a Mrs French yesterday I was informed thatEPCOR water did acquire Global water as of May 9th 2016 and I was infirmed by the same oerson that while EPCOR did acquire Global water THEY did not assume any LIABILITESin other wirs my credit on my water bill will not be honored ...I was told to call Global water and given a phone number. I did Indeed call Global water, Here is what I was told. "In the umcomming Months we (Global) will be Meeting to discuss what to do about customer refunds that we owe" The typical brush off in my opinionwhen I asked Global  ?? When might that meeting be ?? I was infirmed who can say>/ When I asked again One week 3 months six months? I was informed perhaps we will meet in six months ...EPCOR telle me the Refund is not due from Us and Global says we have no idea when we will meet to decide what to do.. Run Around?? Again I am retired living onsocial security the $26.17 credit is 60% of my current water bill  which is $40.00 I was not expecting to pay the full water bill as I budgeted for a $14.00 water bill as I am alwaysbelow the minimum usage.Epcor water has a responsibility to the old Global water customers to Honor Globals commitments to their customers This sounds like the Old Coporate shell games prevelant in Phoenix Az in the 80s and 90s.. When o0ne company takes over another to avoid paying their debts.Are EPCOR and Global affiliated in any way?? Is thisanother scam set up to defraud Senior Citizens like my self?? I want my $26.17 credit on my current bill.Waiting for a responce.

The payment information is entered by the customer and not by EPCOR.  We have reviewed and she unfortunately entered the incorrect account information so no payment was received or applied.  She has entered payments after that, and there have been no issues as the correct information was entered. We have sent her the information showing the payment was not received today for her to see the error, and also the monies were not taken from her account due it being incorrect. We have agreed to waive the unable to locate account fee as a one time courtesy via e-mail. There was no malfunction of the information. Please let me know if you have further questions.

The confirmation number is given to advise you the transaction is attempting to go through, however  the transaction was cancelled right away prior to  the payment was received so the monies were not paid. The reconnection fee is to assist in covering the cost to return to the...

property and restore the service once disconnected for non-payment. The monies were not paid prior to the service being disconnected as the cancellation was done by the customer  right away before the transaction was completed.

The above complaint was owed a credit refund that was paid to Global Water, and they received the refund 2 days ago from Global Water per the customer. EPCOR Water did not receive the money so that is why we could not refund the money that we did not have. Please let em know if you have any questions, as the customer understands we did not have the money to refund. Thank you,Jeannie F[redacted] ###-###-####This email message, including any attachments, is for the intended recipient(s) only, and contains confidential and proprietary information. Unauthorized distribution, copying or disclosure is strictly prohibited. If you have received this message in error, or are obviously not one of the intended recipients, please immediately notify the sender by reply email and delete this email message, including any attachments. Thank you.