Konocti County Water District

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @mchsi.com [redacted] never told the customer that there was an error in the system and she actually owed lessIf she had, why then would the customer pay more than she was (allegedly) told she owed? Customer came in on 5/to pay her billHer stub showed a balance due of She paid $and was handed a receipt showing a payment in that amount, leaving a balance of $Customer came in on 7/with that receipt saying that she had actually paid $117.06, however we pointed out to her that her receipt shows a payment of $Our system also shows a payment of $ [redacted] had crossed out the $on our cash receipt tag and written in $to reflect the actual paymentWe produced this for the customerWe also checked to see if there was a cash overage on that dayI was in the office when the customer came in, and she did not stay for us to finish checking for an overage [redacted] did call her back to tell her there was no error on our part, either in the balance due or her payment amountWe explain to customers that an underpayment or overpayment will be carried forward on their accountI am guessing that this must be the source of the misunderstanding on the part of the customerIf more information is required we will gladly supply a customer record by faxWe can credit a $late charge fee once every two yearsCustomer can request this credit in June of Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Every time I've come in to pay my bill, I have always paid it in full and this time was no differentThe fact of the matter is that my total due was changed by [redacted] from $to $This would reflect my new total to be $not $Since my receipt shows that I paid the $107.06, therefore, I do not have any left over balanceI was expecting to pay the full amount of $117.06, but when [redacted] had stated that I owe ten dollars less, I told her to put the extra towards my next bill which she stated she could doThey have now turned this into a game of "she said, he said," instead of taking responsibility for what was actually doneThis does not display good integrity on the part of the company, as their clerk will tell their customer one thing and then retract it to their managerWhy would I make up an elaborate story just for ten dollars? This is for the principle that I was told one thing and now all of a sudden what I was told never happenedWhen it came to this instance, I made note on the receipt about what was discussed that day and wrote that down Final Business Response / [redacted] (4000, 9, 2015/08/11) */ In order to put an end to this matter Konocti Water District will gladly credit $to this customer's account based on the claim that the clerk changed her actual water bill to $(as opposed to her payment) Let it be noted that the clerk does not have the authority to give such a credit without reason, and KCWD as a public utility is not liable for communication errors or misunderstandings, however we of course apologize for any miscommunication I am including the customer's account history as an attachment Please note that customer initially stated that she paid $more, 117.06, yet accepted a receipt showing a payment of $She also stated that the clerk reduced what she owes by $due to an error in our system, however there is no error in our systemThe customer later stated that she paid $107.06, refuting the first claimCustomer has not provided evidenceThe receipt she brought in clearly showed that she paid 107.06, and her bill shows a charge of

Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mchsi.com
[redacted] never told the customer that there was an error in the system and she actually owed less. If she had, why then would the...

customer pay more than she was (allegedly) told she owed? Customer came in on 5/27 to pay her bill. Her stub showed a balance due of 117.06. She paid $107.06 and was handed a receipt showing a payment in that amount, leaving a balance of $10. Customer came in on 7/16 with that receipt saying that she had actually paid $117.06, however we pointed out to her that her receipt shows a payment of $107.06. Our system also shows a payment of $107.06. [redacted] had crossed out the $117.06 on our cash receipt tag and written in $107.06 to reflect the actual payment. We produced this for the customer. We also checked to see if there was a cash overage on that day. I was in the office when the customer came in, and she did not stay for us to finish checking for an overage. [redacted] did call her back to tell her there was no error on our part, either in the balance due or her payment amount. We explain to customers that an underpayment or overpayment will be carried forward on their account. I am guessing that this must be the source of the misunderstanding on the part of the customer. If more information is required we will gladly supply a customer record by fax. We can credit a $20 late charge fee once every two years. Customer can request this credit in June of 2016.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Every time I've come in to pay my bill, I have always paid it in full and this time was no different. The fact of the matter is that my total due was changed by [redacted] from $117.06 to $107.06. This would reflect my new total to be $107.06 not $117.06. Since my receipt shows that I paid the $107.06, therefore, I do not have any left over balance. I was expecting to pay the full amount of $117.06, but when [redacted] had stated that I owe ten dollars less, I told her to put the extra towards my next bill which she stated she could do. They have now turned this into a game of "she said, he said," instead of taking responsibility for what was actually done. This does not display good integrity on the part of the company, as their clerk will tell their customer one thing and then retract it to their manager. Why would I make up an elaborate story just for ten dollars? This is for the principle that I was told one thing and now all of a sudden what I was told never happened. When it came to this instance, I made note on the receipt about what was discussed that day and wrote that down.
Final Business Response /* (4000, 9, 2015/08/11) */
In order to put an end to this matter Konocti Water District will gladly credit $10 to this customer's account based on the claim that the clerk changed her actual water bill to $107.06 (as opposed to her payment) Let it be noted that the clerk does not have the authority to give such a credit without reason, and KCWD as a public utility is not liable for communication errors or misunderstandings, however we of course apologize for any miscommunication.
I am including the customer's account history as an attachment.
Please note that customer initially stated that she paid $10 more, 117.06, yet accepted a receipt showing a payment of $107.06. She also stated that the clerk reduced what she owes by $10 due to an error in our system, however there is no error in our system. The customer later stated that she paid $107.06, refuting the first claim. Customer has not provided evidence. The receipt she brought in clearly showed that she paid 107.06, and her bill shows a charge of 117.06.