Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowRegards, [redacted] r I am not satisfied with this response because the water company asked for the lease and seen that it was in my name and that mr [redacted] was not on itThat should have been enough since they said no that the water couldn't be on in his name Furthermore for the part about water being on without the louisville water company authorization I did advised them that when I moved in the water was already on so don't make it seem like I didn't tell themI'm outraged that that would even come upI never cut the water on and I still had to pay for that too even though the landlord had something to do with thatAlso the invasion of privacy was crossed because I can say I'm married to anyone and no one ever needs to know my situation I'm seperated but to them it's all about proving they were right and so they can get paid either way I'm over itI'm not satisfied and won't be until this amount is removed and I don't have to pay for anything that is not mine
Dear Mr***: Thank you for bringing the issue regarding the bill for [redacted] to our attention and for providing the lease for your tenant, [redacted] We have transferred the balance to your tenant and the drainage only account in your name now reflects a $balanceThe drainage only account will remain open as long as there is not active water service at the property per statutePlease email us at [redacted] if you receive further bills or call us at [redacted] ext [redacted] and we will help to resolve the issueDon't hestitate to contact me if I can be of further assistanceSincerely, [redacted] ***Manager, Business Operations
Dear Mr [redacted] Thank you for your inquiry about your property at [redacted] ** I have reviewed the address and discovered two different situations which I would like to explain - In January we discovered unauthorized water usage at the address As property owner, you were initially charged for this usage However, my review of the account uncovered that there was no meter at the address shortly after and we were unable to verify the usage and when it occurred I have removed your name from this account as I don’t believe that we have conclusive evidence to hold you responsible - The second matter at the address is an account for drainage (stormwater) charges in your name This account was set up by our sister utility, Louisville Metropolitan Sewer District Drainage charges are billed to the owner of the property whether or not there is active water service Essentially, MSD provides a system for managing storm drainage and surface water runoff from your property The fees involved for providing this service are applied to all developed parcels of land within the MSD drainage service area The amount of service fees on the drainage only account in your name amount to $as they date back to 5/5/ The following link on Louisville MSD’s website can provide further detail on the billing of drainage charges http://www.msdlouky.org/pdfs/DrainageServiceChargesAugust2013.pdf/ Please contact me at ###-###-#### if you have further questions regarding the drainage charges At that time I can also put you in contact with someone at Louisville MSD Best, [redacted] Manager, Business Operations
[redacted] , I apologize for the frustration that you've experienced due to this issue It does sometimes take several days for us to get online banking payments because the bank actually mails us a check once it's been processed After we receive the mail, the payment is processed same day Unfortunately even though it's an "electronic" payment it can take a few days for the payment to be posted to your account I left you a message at the number provided shortly before 2:to advise that I had placed an order to restore service and that I had removed the $non-payment fee It is evident that you've been paying higher bills recently due to higher usage and I wanted to discuss that with you as well Please call me at [redacted] at your convenience Sincerely, [redacted] %
I apologize for the inconvenience and that it took several calls to resolve your issue. The drainage only account in your name was opened after the previous account was closed due to non-payment. The tenant did pay the amount owed to restore service and the balance in your name has been
transferred to the responsible party. Please feel free to contact me at *** if you have any questions about what transpired.
Sincerely,
*** ***
Manager, Business Operations
Louisville Water Company
Thank you for bringing this matter to my attention A review of your account does show the initial contact made with us on 8/13/in which you scheduled an order to turn services off on 8/29/14. We unfortunately have no record of a conversation after that time when the off order date
was modified. As a courtesy for your inconvenience, I am crediting days of service charges for the time period 8/22-8/29. This amounts to a credit of $8.96. Fortunately your usage was less than your monthly average of 9,gallons so it does not appear that water was used during this time period after you moved
Please expect a letter from us in the next week showing your modified balance. Don’t hesitate to contact me at *** if you have further questions.
Best,
*** ***
Manager, Business Operations
I have reviewed the information and verified that this is a drainage account set up by our partner utility, Metropolitan Sewer District, in which you were billed for the time period 9/26/13- 6/24/14. According to MSD, as owner of the property you are responsible to pay drainage service fees
which cover the drainage runoff from the property that goes into the outside drains. These service fees are charged whether water is on or off at the property. MSD verifies ownership of the property through PVA records prior to setting up the account
If desired, MSD’s website has information detailing drainage service charges. The documentation is under “Proposed MSD Wastewater and Stormwater Rates.” There is also information available on the city ordinance that requires MSD to charge for drainage services under the link “MSD Board Resolution to Amend the Schedule of Rates, Rentals, and Charges.”
I will pull this account back from our external collection agency to allow more time to pay without this affecting your credit report.
Please free to contact me at *** if you have further questions. I will also be happy to put you in touch with a supervisor at MSD.
Thanks for bringing this matter to my attention and allowing me the opportunity to research and offer an explanation
Best,
*** ***
Manager, Business Operations
Dear Ms***:
I have reviewed this with Ms***, a supervisor in the Customer Care Center, and she advised that she followwith you by phone today. I apologize for the error that was made on your account; you did indeed speak with a representative who noted that she gave you an
extension for 1/21, but she did not enter the extension. Due to the error, your service went out for disconnection on the turn-off date and was turned off on 1/14. The order was rushed, which typically is within a hour window, but due to the number of rushes at that time it went beyond the window by about minutes. I understand the inconvenience that this caused you and again apologize for the error.
Ms*** has placed a request to waive the water service charge of $on your 1/bill and we will also be waiving the non payment fee charged to you erroneously. Please don't hesitate to contact me if you should have any further questions or concerns to discuss with me. You can reach me at ***
Sincerely,
*** ***
Manager, Business Operations%
I apologize for the confusion over our leak adjustment policy and that it was not sufficiently explained prior to the credit being applied. I hope this communication sheds some light on our adjustment procedures
As you know, a water leak on your property can dramatically increase
your water bill. Once those leaks are repaired, LWC customers are eligible for two bill adjustments every twelve months. Customers simply document the repairs and send us the receipts with a completed adjustment request form and we adjust 50% of the overage amount (50% of the amount above your average). The adjustment is a courtesy and is based on historical usage. Only a handful of water utilities in the United States offer this service
We use the same formula for each adjustment, based on the bill amount. In your case, we also granted an additional 25% of the water overage on the April bill since the prior bill was estimated due to weather conditions.
I apologize that you were not contacted by a supervisor when you requested one and left messages and I would like to give you my contact information so that you can contact me at your convenience to discuss. My direct line is ***.
In the meantime I will take care of late charges and other fees that you have incurred during this leak situation. I have also placed a hold on the account so that you’re not in jeopardy of being turned off while we work toward a resolution.
Sincerely,
*** ***
Manager, Business Operations
###-###-####
[redacted],
I apologize for the frustration that you've experienced due to this issue. It does sometimes take several days for us to get online banking payments because the bank actually mails us a check once it's been processed. After we receive the mail, the payment is...
processed same day. Unfortunately even though it's an "electronic" payment it can take a few days for the payment to be posted to your account.
I left you a message at the number provided shortly before 2:00 to advise that I had placed an order to restore service and that I had removed the $25 non-payment fee. It is evident that you've been paying higher bills recently due to higher usage and I wanted to discuss that with you as well. Please call me at[redacted] at your convenience.
Dear Mr. [redacted]:
Thank you for bringing the issue regarding the bill for[redacted] to our attention and for providing the lease for your tenant, [redacted]. We have transferred the balance to your tenant and the drainage only account in your name now reflects a $0 balance. The drainage...
only account will remain open as long as there is not active water service at the property per statute. Please email us at[redacted] if you receive further bills or call us at[redacted] ext[redacted] and we will help to resolve the issue. Don't hestitate to contact me if I can be of further assistance.
Sincerely,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]r
I am not satisfied with this response because the water company asked for the lease and seen that it was in my name and that mr. [redacted] was not on it. That should have been enough since they said no that the water couldn't be on in his name. Furthermore for the part about water being on without the louisville water company authorization I did advised them that when I moved in the water was already on so don't make it seem like I didn't tell them. I'm outraged that that would even come up. I never cut the water on and I still had to pay for that too even though the landlord had something to do with that. Also the invasion of privacy was crossed because I can say I'm married to anyone and no one ever needs to know my situation. I'm seperated but to them it's all about proving they were right and so they can get paid either way. I'm over it. I'm not satisfied and won't be until this amount is removed and I don't have to pay for anything that is not mine.
Thank you for your inquiry about your property at [redacted]. I have reviewed the address and discovered two different situations which I would like to explain.
- In January 2011 we...
discovered unauthorized water usage at the address. As property owner, you were initially charged for this usage. However, my review of the account uncovered that there was no meter at the address shortly after and we were unable to verify the usage and when it occurred. I have removed your name from this account as I don’t believe that we have conclusive evidence to hold you responsible.
- The second matter at the address is an account for drainage (stormwater) charges in your name. This account was set up by our sister utility, Louisville Metropolitan Sewer District. Drainage charges are billed to the owner of the property whether or not there is active water service.
Essentially, MSD provides a system for managing storm drainage and surface water runoff from your property. The fees involved for providing this service are applied to all developed parcels of land within the MSD drainage service area. The amount of service fees on the drainage only account in your name amount to $516.24 as they date back to 5/5/2011.
The following link on Louisville MSD’s website can provide further detail on the billing of drainage charges.
http://www.msdlouky.org/pdfs/DrainageServiceChargesAugust2013.pdf/
Please contact me at ###-###-#### if you have further questions regarding the drainage charges. At that time I can also put you in contact with someone at Louisville MSD.
Ms. [redacted]r,
I have reviewed the account at [redacted], including listening to the recorded calls from July and August. On July 21, [redacted] you contacted us to start service and stated that water would be in your husband's name, [redacted]. He then got on the phone, and his...
identify was verified after he confirmed his social security number. At this time you also stopped service at your old address, [redacted]. During that call Mr. [redacted] was advised that he had a write-off balance from [redacted] Ave that needed to be paid and that you had a past due balance from [redacted] that would need to be paid before starting service. That call concluded after the rep advised that you should contact us back to start service after the balances were paid.
On August 6, [redacted] you and Mr. [redacted] contacted us again to get service started in Mr. [redacted]'s name. It was stated that he was your husband and his social security number was confirmed. Because service was on without our authorization and we needed to verify who was responsible for the water usage to date, we asked for you to provide a copy of the lease, photo IDs, and social security cards for everyone on the lease. You contacted us again that day and stated that [redacted] was not on the lease, but still wanted water in his name.
On September 24, [redacted] the service was plugged because water was on and being used without our authorization and there was not an active account at the address. On September 25, [redacted] a lease and photo IDs were brought into the office and again service was requested in Mr. [redacted]'s name. I was able to locate the information that was scanned that day and photo IDs for both you and Mr. [redacted] were presented as well as the lease. Service was started in your name per that is the only name listed on the lease, but our Collections representative was able to verify through our identity verification tool that Mr. [redacted] is your husband. Because of this, you are equally responsible for his write-off balances and his balance from [redacted] was transferred to your account.
When our Collections representative spoke with you on January 23 he reviewed this situation with our legal department. It was verified that Jaque's balance is subject to transfer because of marriage and that you can provide documentation if you have separated or divorced. You can fax that to us at [redacted] and we will be happy to review and discuss the resolution with you.
Please let me know if you have further questions or concerns that we can assist with at this time. You can reach me at [redacted].
Mr. [redacted],
I apologize for the situation that you were faced with and the inconvenience that it caused. Our records show that last account holder turned services off on 8/25/14. When we went out to get our regular meter reading in November we detected usage and generated the dummy...
"Service Found On" account and sent the letter notifying you that an account needed to be established. We spoke with you on 11/21/14 and advised of the information that we needed. We do show that the information was received on 12/3/14, but a phone number was not listed so that we could call you to set the account up. When you called a week later to follow-up on whether that information was received, that information was not entered into our system and the account remained in the dummy account name. The order to plug the service was created by the dummy account since service had not been established in a real cusotmer name.
I understand your frustration with this process and apologize that the service was plugged when you were paying the bill on the dummy account. I have credited two fees on the dummy account totaling $50, one of which was charged in error. On your new account I have waived the service activation fee as was requested. A total credit of $86.24 will be transferred over to your new account (which currently has a $50 balance from the deposit). After the credit is transferred, your new account will have a credit balance of $36.24 which will be applied to the next bill.
Please contact me at [redacted] if you have questions or concerns about the above information.
Sincerely,
[redacted]
Manager, Business Operations
###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowRegards, [redacted] r I am not satisfied with this response because the water company asked for the lease and seen that it was in my name and that mr [redacted] was not on itThat should have been enough since they said no that the water couldn't be on in his name Furthermore for the part about water being on without the louisville water company authorization I did advised them that when I moved in the water was already on so don't make it seem like I didn't tell themI'm outraged that that would even come upI never cut the water on and I still had to pay for that too even though the landlord had something to do with thatAlso the invasion of privacy was crossed because I can say I'm married to anyone and no one ever needs to know my situation I'm seperated but to them it's all about proving they were right and so they can get paid either way I'm over itI'm not satisfied and won't be until this amount is removed and I don't have to pay for anything that is not mine
Dear Mr***: Thank you for bringing the issue regarding the bill for [redacted] to our attention and for providing the lease for your tenant, [redacted] We have transferred the balance to your tenant and the drainage only account in your name now reflects a $balanceThe drainage only account will remain open as long as there is not active water service at the property per statutePlease email us at [redacted] if you receive further bills or call us at [redacted] ext [redacted] and we will help to resolve the issueDon't hestitate to contact me if I can be of further assistanceSincerely, [redacted] ***Manager, Business Operations
Dear Mr [redacted] Thank you for your inquiry about your property at [redacted] ** I have reviewed the address and discovered two different situations which I would like to explain - In January we discovered unauthorized water usage at the address As property owner, you were initially charged for this usage However, my review of the account uncovered that there was no meter at the address shortly after and we were unable to verify the usage and when it occurred I have removed your name from this account as I don’t believe that we have conclusive evidence to hold you responsible - The second matter at the address is an account for drainage (stormwater) charges in your name This account was set up by our sister utility, Louisville Metropolitan Sewer District Drainage charges are billed to the owner of the property whether or not there is active water service Essentially, MSD provides a system for managing storm drainage and surface water runoff from your property The fees involved for providing this service are applied to all developed parcels of land within the MSD drainage service area The amount of service fees on the drainage only account in your name amount to $as they date back to 5/5/ The following link on Louisville MSD’s website can provide further detail on the billing of drainage charges http://www.msdlouky.org/pdfs/DrainageServiceChargesAugust2013.pdf/ Please contact me at ###-###-#### if you have further questions regarding the drainage charges At that time I can also put you in contact with someone at Louisville MSD Best, [redacted] Manager, Business Operations
[redacted] , I apologize for the frustration that you've experienced due to this issue It does sometimes take several days for us to get online banking payments because the bank actually mails us a check once it's been processed After we receive the mail, the payment is processed same day Unfortunately even though it's an "electronic" payment it can take a few days for the payment to be posted to your account I left you a message at the number provided shortly before 2:to advise that I had placed an order to restore service and that I had removed the $non-payment fee It is evident that you've been paying higher bills recently due to higher usage and I wanted to discuss that with you as well Please call me at [redacted] at your convenience Sincerely, [redacted] %
I apologize for the inconvenience and that it took several calls to resolve your issue. The drainage only account in your name was opened after the previous account was closed due to non-payment. The tenant did pay the amount owed to restore service and the balance in your name has been
transferred to the responsible party. Please feel free to contact me at *** if you have any questions about what transpired.
Sincerely,
*** ***
Manager, Business Operations
Louisville Water Company
Thank you for bringing this matter to my attention A review of your account does show the initial contact made with us on 8/13/in which you scheduled an order to turn services off on 8/29/14. We unfortunately have no record of a conversation after that time when the off order date
was modified. As a courtesy for your inconvenience, I am crediting days of service charges for the time period 8/22-8/29. This amounts to a credit of $8.96. Fortunately your usage was less than your monthly average of 9,gallons so it does not appear that water was used during this time period after you moved
Please expect a letter from us in the next week showing your modified balance. Don’t hesitate to contact me at *** if you have further questions.
Best,
*** ***
Manager, Business Operations
I have reviewed the information and verified that this is a drainage account set up by our partner utility, Metropolitan Sewer District, in which you were billed for the time period 9/26/13- 6/24/14. According to MSD, as owner of the property you are responsible to pay drainage service fees
which cover the drainage runoff from the property that goes into the outside drains. These service fees are charged whether water is on or off at the property. MSD verifies ownership of the property through PVA records prior to setting up the account
If desired, MSD’s website has information detailing drainage service charges. The documentation is under “Proposed MSD Wastewater and Stormwater Rates.” There is also information available on the city ordinance that requires MSD to charge for drainage services under the link “MSD Board Resolution to Amend the Schedule of Rates, Rentals, and Charges.”
I will pull this account back from our external collection agency to allow more time to pay without this affecting your credit report.
Please free to contact me at *** if you have further questions. I will also be happy to put you in touch with a supervisor at MSD.
Thanks for bringing this matter to my attention and allowing me the opportunity to research and offer an explanation
Best,
*** ***
Manager, Business Operations
Dear Ms***:
I have reviewed this with Ms***, a supervisor in the Customer Care Center, and she advised that she followwith you by phone today. I apologize for the error that was made on your account; you did indeed speak with a representative who noted that she gave you an
extension for 1/21, but she did not enter the extension. Due to the error, your service went out for disconnection on the turn-off date and was turned off on 1/14. The order was rushed, which typically is within a hour window, but due to the number of rushes at that time it went beyond the window by about minutes. I understand the inconvenience that this caused you and again apologize for the error.
Ms*** has placed a request to waive the water service charge of $on your 1/bill and we will also be waiving the non payment fee charged to you erroneously. Please don't hesitate to contact me if you should have any further questions or concerns to discuss with me. You can reach me at ***
Sincerely,
*** ***
Manager, Business Operations%
I apologize for the confusion over our leak adjustment policy and that it was not sufficiently explained prior to the credit being applied. I hope this communication sheds some light on our adjustment procedures
As you know, a water leak on your property can dramatically increase
your water bill. Once those leaks are repaired, LWC customers are eligible for two bill adjustments every twelve months. Customers simply document the repairs and send us the receipts with a completed adjustment request form and we adjust 50% of the overage amount (50% of the amount above your average). The adjustment is a courtesy and is based on historical usage. Only a handful of water utilities in the United States offer this service
We use the same formula for each adjustment, based on the bill amount. In your case, we also granted an additional 25% of the water overage on the April bill since the prior bill was estimated due to weather conditions.
I apologize that you were not contacted by a supervisor when you requested one and left messages and I would like to give you my contact information so that you can contact me at your convenience to discuss. My direct line is ***.
In the meantime I will take care of late charges and other fees that you have incurred during this leak situation. I have also placed a hold on the account so that you’re not in jeopardy of being turned off while we work toward a resolution.
Sincerely,
*** ***
Manager, Business Operations
###-###-####
[redacted],
I apologize for the frustration that you've experienced due to this issue. It does sometimes take several days for us to get online banking payments because the bank actually mails us a check once it's been processed. After we receive the mail, the payment is...
processed same day. Unfortunately even though it's an "electronic" payment it can take a few days for the payment to be posted to your account.
I left you a message at the number provided shortly before 2:00 to advise that I had placed an order to restore service and that I had removed the $25 non-payment fee. It is evident that you've been paying higher bills recently due to higher usage and I wanted to discuss that with you as well. Please call me at[redacted] at your convenience.
Sincerely,
[redacted] %3
Dear Mr. [redacted]:
Thank you for bringing the issue regarding the bill for[redacted] to our attention and for providing the lease for your tenant, [redacted]. We have transferred the balance to your tenant and the drainage only account in your name now reflects a $0 balance. The drainage...
only account will remain open as long as there is not active water service at the property per statute. Please email us at[redacted] if you receive further bills or call us at[redacted] ext[redacted] and we will help to resolve the issue. Don't hestitate to contact me if I can be of further assistance.
Sincerely,
[redacted]Manager, Business Operations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]r
I am not satisfied with this response because the water company asked for the lease and seen that it was in my name and that mr. [redacted] was not on it. That should have been enough since they said no that the water couldn't be on in his name. Furthermore for the part about water being on without the louisville water company authorization I did advised them that when I moved in the water was already on so don't make it seem like I didn't tell them. I'm outraged that that would even come up. I never cut the water on and I still had to pay for that too even though the landlord had something to do with that. Also the invasion of privacy was crossed because I can say I'm married to anyone and no one ever needs to know my situation. I'm seperated but to them it's all about proving they were right and so they can get paid either way. I'm over it. I'm not satisfied and won't be until this amount is removed and I don't have to pay for anything that is not mine.
Dear Mr. [redacted]
Thank you for your inquiry about your property at [redacted]. I have reviewed the address and discovered two different situations which I would like to explain.
- In January 2011 we...
discovered unauthorized water usage at the address. As property owner, you were initially charged for this usage. However, my review of the account uncovered that there was no meter at the address shortly after and we were unable to verify the usage and when it occurred. I have removed your name from this account as I don’t believe that we have conclusive evidence to hold you responsible.
- The second matter at the address is an account for drainage (stormwater) charges in your name. This account was set up by our sister utility, Louisville Metropolitan Sewer District. Drainage charges are billed to the owner of the property whether or not there is active water service.
Essentially, MSD provides a system for managing storm drainage and surface water runoff from your property. The fees involved for providing this service are applied to all developed parcels of land within the MSD drainage service area. The amount of service fees on the drainage only account in your name amount to $516.24 as they date back to 5/5/2011.
The following link on Louisville MSD’s website can provide further detail on the billing of drainage charges.
http://www.msdlouky.org/pdfs/DrainageServiceChargesAugust2013.pdf/
Please contact me at ###-###-#### if you have further questions regarding the drainage charges. At that time I can also put you in contact with someone at Louisville MSD.
Best,
[redacted]
Manager, Business Operations
Ms. [redacted]r,
I have reviewed the account at [redacted], including listening to the recorded calls from July and August. On July 21, [redacted] you contacted us to start service and stated that water would be in your husband's name, [redacted]. He then got on the phone, and his...
identify was verified after he confirmed his social security number. At this time you also stopped service at your old address, [redacted]. During that call Mr. [redacted] was advised that he had a write-off balance from [redacted] Ave that needed to be paid and that you had a past due balance from [redacted] that would need to be paid before starting service. That call concluded after the rep advised that you should contact us back to start service after the balances were paid.
On August 6, [redacted] you and Mr. [redacted] contacted us again to get service started in Mr. [redacted]'s name. It was stated that he was your husband and his social security number was confirmed. Because service was on without our authorization and we needed to verify who was responsible for the water usage to date, we asked for you to provide a copy of the lease, photo IDs, and social security cards for everyone on the lease. You contacted us again that day and stated that [redacted] was not on the lease, but still wanted water in his name.
On September 24, [redacted] the service was plugged because water was on and being used without our authorization and there was not an active account at the address. On September 25, [redacted] a lease and photo IDs were brought into the office and again service was requested in Mr. [redacted]'s name. I was able to locate the information that was scanned that day and photo IDs for both you and Mr. [redacted] were presented as well as the lease. Service was started in your name per that is the only name listed on the lease, but our Collections representative was able to verify through our identity verification tool that Mr. [redacted] is your husband. Because of this, you are equally responsible for his write-off balances and his balance from [redacted] was transferred to your account.
When our Collections representative spoke with you on January 23 he reviewed this situation with our legal department. It was verified that Jaque's balance is subject to transfer because of marriage and that you can provide documentation if you have separated or divorced. You can fax that to us at [redacted] and we will be happy to review and discuss the resolution with you.
Please let me know if you have further questions or concerns that we can assist with at this time. You can reach me at [redacted].
Sincerely,
[redacted]Manager, Business Operatio
Mr. [redacted],
I apologize for the situation that you were faced with and the inconvenience that it caused. Our records show that last account holder turned services off on 8/25/14. When we went out to get our regular meter reading in November we detected usage and generated the dummy...
"Service Found On" account and sent the letter notifying you that an account needed to be established. We spoke with you on 11/21/14 and advised of the information that we needed. We do show that the information was received on 12/3/14, but a phone number was not listed so that we could call you to set the account up. When you called a week later to follow-up on whether that information was received, that information was not entered into our system and the account remained in the dummy account name. The order to plug the service was created by the dummy account since service had not been established in a real cusotmer name.
I understand your frustration with this process and apologize that the service was plugged when you were paying the bill on the dummy account. I have credited two fees on the dummy account totaling $50, one of which was charged in error. On your new account I have waived the service activation fee as was requested. A total credit of $86.24 will be transferred over to your new account (which currently has a $50 balance from the deposit). After the credit is transferred, your new account will have a credit balance of $36.24 which will be applied to the next bill.
Please contact me at [redacted] if you have questions or concerns about the above information.
Sincerely,
[redacted]
Manager, Business Operations
###-###-####