After review of the records and the customer's accounts there appears to be a misunderstanding about the change and how billing for service occurs.
Tacoma Public Utilities recently acquired the *** Water District, which served the ***'s address *** *** *** ** ** ***
** *** This acquisition was voted on and approved by a majority of *** Water District customers. At the time of transfer, Tacoma Public Utilities assessed a surcharge for all *** Water District customers related to the required upgrade of the water main infrastructure. This surcharge will continue for as much as years and depends on the recovery of the costs associated to the upgrade of the current infrastructure. The monthly water surcharge costs will increase periodically as rate increases are approved. The upgrade of this infrastructure is anticipated to be completed approximately In addition to the surcharge cost there are regular consumption costs that are billed separately.
Customers that were being billed by *** Water District will receive a monthly invoice related to the surcharge and then receive an invoice every two months for the water serviceThe water service costs contain both a customer fixed charge and a cost for the amount of water consumedThe water service billing generally fluctuates based on the customer's water consumption habits.
When Mrs*** called on March 26, and spoke to CJ she was upset about a delinquent bill for the water service as she had been paying the surcharge invoiceCJ, the customer service representative, made an attempt to explain the differences, however, James *** came to the phone and there was an issue with the call where CJ could not be heard and Mr*** was very faint. I apologize that CJ did not make an attempt to call the customer back. Customer service staff are expected to attempt to call the customer back when there is an interruption or phone quality issue in the call before the conversation is complete.
Tacoma Public Utilities understands the change in utility provider for the *** Water District customers has been a confusing change. *** Water District was required to upgrade their water infrastructure and meet all state and federal water regulations in a very short period of time. With the immediate requirements needing to be met *** Water District determined that the best solution was to allow another utility provider to acquire their system. Tacoma Public Utilities accepted the responsibility of their system in order to provide those citizens with quality water service. Tacoma Public Utilities is committed to ensuring clean and continuous water for years to come
If either Mror Mrs*** would like to discuss their concerns further they can contact Teresa H*** at ***, 8:am to 4:pm Monday through Friday
Thank you Mr*** for providing this paperwork. I will contact MSB today in regards to this dispute. I will follow up options after that contact
Thank you again,*** H***Operations ManagerTacoma Public Utilites Customer Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** I had previously contacted MSB twice to dispute these charges I received a letter back from MSB detailing all actions from TPU to include verifing the debt See attachment above I am not sure what MrH*** is referring to by saying I have not initiated a dispute with MSB I thought I already did that by calling MSB back in September I will call MSB tomorrow and have them initiate another dispute and will make it clear to them that I wanted them to send the account back to TPU
Sincerely, *** ***
Good afternoon Ms***,
The concerns that you have shared (that there might be cross wiring between the two units) requires access to the units themselves to investigate further. While TPU has the right to inspect its meters, all wiring after the meter is the property of the home owner/landlord. We would need access from the current tenants and an understanding that we would be disconnecting their power. If cross wiring was found, it would be the accountability of the owner/landlord to ensure an electrician identified the specific circuits and rewired them. We would still be happy to assist in cutting power to the meters (with owner permission) if you would like to pursue this further with the owner/landlord
Thank you,
John H***Customer Services Operations Manager
Good afternoon,
In researching this account we have determined that Mr*** has not initiated a dispute with our collection agency, MSB. We would highly encourage Mr*** to file a dispute if he feels that his charges were not billed to him due to TPU error. This is a
reason we would recall an account from our collection agency if there was a TPU error in his address. However, until he submits a dispute through MSB, and that dispute is determined valid, the account is serviced by MSB per our contract with that company
I appreciate that it can be frustrating to work with a collection company versus TPU. However, by partnering with a third party with expertise in collections for accounts that go unpaid after closure, we are able to limit expenses to other customers and focus our staff on providing great service to our existing customers.
Should Mr*** have any other questions, I would highly recommend he contact MSB, at https://www.msbselfserve.com
Thank you,*** H***Operations ManagerTacoma Public Utilities Customer Services
Thank you for giving me the opportunity to respond to our mutual customer’s concernFirst, I apologize if the service received did not meet Ms*** expectations. I can and will review the call in question to ensure that either the call reflected the courteous service that TPU expects or
that the appropriate next steps are taken.In terms of the account, Tacoma Public Utilities (TPU) does utilize a collection agency (***) for servicing its collection accounts. That is why the collection agency collects a service fee as the work of processing collection account payments is solely theirs. While I appreciate that Ms*** preferred to work with TPU on her account, the account in question is now serviced by ***. If the customer is unwilling to pay *** directly we can collect payment for them at TPU and transfer the payment to *** for processing. However, this would not reduce the amount of payment requiredCustomers can dispute if there charges are valid with ***. If this dispute identifies that charges were assessed in error, *** can resolve the issue by clearing those charges or transferring the account back to TPU. Again, this dispute process would be completed with *** and the dispute process is outlined in the Customer Service Policies at TPU. It is my hope that this addresses the concerns Ms*** had. Sincerely,John H***Customer Services Operations Manager
Complaint: ***
I am rejecting this response because:I don’t have a problem with your policyI have a problem with charging someone extra to turn on something We could do ourselvesI have a problem with supervisors lack of customer serviceI have a problem with how I keep hearing the same repeated explanation over and over again with no reasoning or understanding of where I’m coming fromThere is no helping or taking things to a further state of policies changingTPU has an ongoing issue of the same policy and “rules” I am dealing withI have read so many other reviews of this policy being an issue and I think that should be obvious as to how it should be changedI have no problem paying my bill and have fullyThat was never an issueIt was the fact that the letter you speak of that says the dates and informs me that if we miss one our utilities will be shut off, even if on a payment planAnd the fact that is is unreasonable how much the minimum payment plan is$payments is the minimum? My rent is 1,plus your $something bill and you set me up on an unreasonable payment plan and then don’t inform me that if I’m busy out making money to pay that bill and miss it that day that I don’t get a letter or phone call saying “hey reminder, you are on a payment plan.” Many other reasons other than the $reservicing fee that could be discussedAnd I know my payment options, and the automated system doesn’t work so well when trying to pay my bill is not my fault
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I was a cosigner for the house originally I told you guys this and sent proof of that also had my landlord do it
Sincerely,
*** ***
Ms***,
I apologize for any confusion regarding the fixed charges for three of the services on the utility bill. To help clarify, our fixed charges include costs for administrative items like customer service, online account access, meter reading, invoice printing and
postage. When you receive a bill, call with a question, use our website, etc, these services are paid for by the revenue received from the fixed customer charges of your bill. The remaining charges are specific to the actual cost to provide you the service in question.
As an example, the per ccf charge that you receive from Tacoma Water covers literally the cost of filtering the water and supplying it to your home through Tacoma Water's pipes. The fixed charge covers the cost to read your meter for that water, send you a bill for that water, process your payment for that water, etc.
The rates, as approved by the Tacoma City Council, are in The Tacoma Municipal Code (TMC), Chapter Utilities. More information about these rates can be found at “Rates” on the Customer Service menu at MyTPU.org.
I hope this resolves any remaining concerns.
Please call if any further questions. 253-502-
Thank you,
John H***Customer Services Operations Manager
Thank you for giving us this opportunity to respond to our mutual customer, Ms***
We understand that having utilities interrupted can be both upsetting and inconvenientTo prevent that impact we do offer payment arrangements to our customers along with many ways to pay such as over
the phone, at local payboxes, through online services at www.mytpu.org/myaccount, in our TPU Lobby or through the mail. All of our electronic payment methods provide a confirmation number or receipt when completing a payment.
On this account we did set up a payment plan as requested. We do provide payment agreement letters on agreements specifically listing the dates and times of required payments along with confirmation that services can be disconnected if the agreement is not kept. Unfortunately, payment was not received on the scheduled date of 6/22. Further, no contact was made with us that this payment was missed or that more time was needed.
Once a service is interrupted for nonpayment all past due charges must be paid for reconnection If the past due balance is paid and reconnection is requested by 4:00pm the same day, the fee is $for most areasA $reconnection fee applies when payment and or request for reconnection for the same day is made after 4:00pmThat $fee is based on cost recovery.
If you have any further questions please contact TPU customer service at 253-502-8:00am-5:30pm PST. Access to your utility account is also available hours at www.mytpu.org/myaccount
Thank you,
John H***Operations Manager Customer Services
After review of the records and the customer's accounts there appears to be a misunderstanding about the change and how billing for service occurs.
Tacoma Public Utilities recently acquired the *** Water District, which served the ***'s address *** *** *** ** ** ***
** *** This acquisition was voted on and approved by a majority of *** Water District customers. At the time of transfer, Tacoma Public Utilities assessed a surcharge for all *** Water District customers related to the required upgrade of the water main infrastructure. This surcharge will continue for as much as years and depends on the recovery of the costs associated to the upgrade of the current infrastructure. The monthly water surcharge costs will increase periodically as rate increases are approved. The upgrade of this infrastructure is anticipated to be completed approximately In addition to the surcharge cost there are regular consumption costs that are billed separately.
Customers that were being billed by *** Water District will receive a monthly invoice related to the surcharge and then receive an invoice every two months for the water serviceThe water service costs contain both a customer fixed charge and a cost for the amount of water consumedThe water service billing generally fluctuates based on the customer's water consumption habits.
When Mrs*** called on March 26, and spoke to CJ she was upset about a delinquent bill for the water service as she had been paying the surcharge invoiceCJ, the customer service representative, made an attempt to explain the differences, however, James *** came to the phone and there was an issue with the call where CJ could not be heard and Mr*** was very faint. I apologize that CJ did not make an attempt to call the customer back. Customer service staff are expected to attempt to call the customer back when there is an interruption or phone quality issue in the call before the conversation is complete.
Tacoma Public Utilities understands the change in utility provider for the *** Water District customers has been a confusing change. *** Water District was required to upgrade their water infrastructure and meet all state and federal water regulations in a very short period of time. With the immediate requirements needing to be met *** Water District determined that the best solution was to allow another utility provider to acquire their system. Tacoma Public Utilities accepted the responsibility of their system in order to provide those citizens with quality water service. Tacoma Public Utilities is committed to ensuring clean and continuous water for years to come
If either Mror Mrs*** would like to discuss their concerns further they can contact Teresa H*** at ***, 8:am to 4:pm Monday through Friday
Thank you Mr*** for providing this paperwork. I will contact MSB today in regards to this dispute. I will follow up options after that contact
Thank you again,*** H***Operations ManagerTacoma Public Utilites Customer Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** I had previously contacted MSB twice to dispute these charges I received a letter back from MSB detailing all actions from TPU to include verifing the debt See attachment above I am not sure what MrH*** is referring to by saying I have not initiated a dispute with MSB I thought I already did that by calling MSB back in September I will call MSB tomorrow and have them initiate another dispute and will make it clear to them that I wanted them to send the account back to TPU
Sincerely, *** ***
Good afternoon Ms***,
The concerns that you have shared (that there might be cross wiring between the two units) requires access to the units themselves to investigate further. While TPU has the right to inspect its meters, all wiring after the meter is the property of the home owner/landlord. We would need access from the current tenants and an understanding that we would be disconnecting their power. If cross wiring was found, it would be the accountability of the owner/landlord to ensure an electrician identified the specific circuits and rewired them. We would still be happy to assist in cutting power to the meters (with owner permission) if you would like to pursue this further with the owner/landlord
Thank you,
John H***Customer Services Operations Manager
Good afternoon,
In researching this account we have determined that Mr*** has not initiated a dispute with our collection agency, MSB. We would highly encourage Mr*** to file a dispute if he feels that his charges were not billed to him due to TPU error. This is a
reason we would recall an account from our collection agency if there was a TPU error in his address. However, until he submits a dispute through MSB, and that dispute is determined valid, the account is serviced by MSB per our contract with that company
I appreciate that it can be frustrating to work with a collection company versus TPU. However, by partnering with a third party with expertise in collections for accounts that go unpaid after closure, we are able to limit expenses to other customers and focus our staff on providing great service to our existing customers.
Should Mr*** have any other questions, I would highly recommend he contact MSB, at https://www.msbselfserve.com
Thank you,*** H***Operations ManagerTacoma Public Utilities Customer Services
Thank you for giving me the opportunity to respond to our mutual customer’s concernFirst, I apologize if the service received did not meet Ms*** expectations. I can and will review the call in question to ensure that either the call reflected the courteous service that TPU expects or
that the appropriate next steps are taken.In terms of the account, Tacoma Public Utilities (TPU) does utilize a collection agency (***) for servicing its collection accounts. That is why the collection agency collects a service fee as the work of processing collection account payments is solely theirs. While I appreciate that Ms*** preferred to work with TPU on her account, the account in question is now serviced by ***. If the customer is unwilling to pay *** directly we can collect payment for them at TPU and transfer the payment to *** for processing. However, this would not reduce the amount of payment requiredCustomers can dispute if there charges are valid with ***. If this dispute identifies that charges were assessed in error, *** can resolve the issue by clearing those charges or transferring the account back to TPU. Again, this dispute process would be completed with *** and the dispute process is outlined in the Customer Service Policies at TPU. It is my hope that this addresses the concerns Ms*** had. Sincerely,John H***Customer Services Operations Manager
Complaint: ***
I am rejecting this response because:I don’t have a problem with your policyI have a problem with charging someone extra to turn on something We could do ourselvesI have a problem with supervisors lack of customer serviceI have a problem with how I keep hearing the same repeated explanation over and over again with no reasoning or understanding of where I’m coming fromThere is no helping or taking things to a further state of policies changingTPU has an ongoing issue of the same policy and “rules” I am dealing withI have read so many other reviews of this policy being an issue and I think that should be obvious as to how it should be changedI have no problem paying my bill and have fullyThat was never an issueIt was the fact that the letter you speak of that says the dates and informs me that if we miss one our utilities will be shut off, even if on a payment planAnd the fact that is is unreasonable how much the minimum payment plan is$payments is the minimum? My rent is 1,plus your $something bill and you set me up on an unreasonable payment plan and then don’t inform me that if I’m busy out making money to pay that bill and miss it that day that I don’t get a letter or phone call saying “hey reminder, you are on a payment plan.” Many other reasons other than the $reservicing fee that could be discussedAnd I know my payment options, and the automated system doesn’t work so well when trying to pay my bill is not my fault
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I was a cosigner for the house originally I told you guys this and sent proof of that also had my landlord do it
Sincerely,
*** ***
Ms***,
I apologize for any confusion regarding the fixed charges for three of the services on the utility bill. To help clarify, our fixed charges include costs for administrative items like customer service, online account access, meter reading, invoice printing and
postage. When you receive a bill, call with a question, use our website, etc, these services are paid for by the revenue received from the fixed customer charges of your bill. The remaining charges are specific to the actual cost to provide you the service in question.
As an example, the per ccf charge that you receive from Tacoma Water covers literally the cost of filtering the water and supplying it to your home through Tacoma Water's pipes. The fixed charge covers the cost to read your meter for that water, send you a bill for that water, process your payment for that water, etc.
The rates, as approved by the Tacoma City Council, are in The Tacoma Municipal Code (TMC), Chapter Utilities. More information about these rates can be found at “Rates” on the Customer Service menu at MyTPU.org.
I hope this resolves any remaining concerns.
Please call if any further questions. 253-502-
Thank you,
John H***Customer Services Operations Manager
Thank you for giving us this opportunity to respond to our mutual customer, Ms***
We understand that having utilities interrupted can be both upsetting and inconvenientTo prevent that impact we do offer payment arrangements to our customers along with many ways to pay such as over
the phone, at local payboxes, through online services at www.mytpu.org/myaccount, in our TPU Lobby or through the mail. All of our electronic payment methods provide a confirmation number or receipt when completing a payment.
On this account we did set up a payment plan as requested. We do provide payment agreement letters on agreements specifically listing the dates and times of required payments along with confirmation that services can be disconnected if the agreement is not kept. Unfortunately, payment was not received on the scheduled date of 6/22. Further, no contact was made with us that this payment was missed or that more time was needed.
Once a service is interrupted for nonpayment all past due charges must be paid for reconnection If the past due balance is paid and reconnection is requested by 4:00pm the same day, the fee is $for most areasA $reconnection fee applies when payment and or request for reconnection for the same day is made after 4:00pmThat $fee is based on cost recovery.
If you have any further questions please contact TPU customer service at 253-502-8:00am-5:30pm PST. Access to your utility account is also available hours at www.mytpu.org/myaccount
Thank you,
John H***Operations Manager Customer Services