Merced Irrigation District

Initial Business Response /* (1000, 8, 2015/10/07) */
Contact Name and Title: *** ** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mercedid.org
Customer signed up for service in Per our account comments, customer contacted us on May 11, 2015, and claimed this was the third
month in a row that she had received a delinquent notice without a billThe Customer Service Representative (CSR) confirmed we had the correct mailing address, also checked to see if we had received any returned mail for customer (there had been none), and recommended customer contact their mail carrier noting that apartment complexes with large multi-box postal units can have issues with correct mail deliveryThe fact that customer was receiving delinquent notices also indicates our mailing process is working correctlyCSR also responded to customer's concern regarding the impact these delinquent notices would have on her creditShe was assured that delinquent notices would not have an adverse effect on her credit standing with the DistrictMID Electric Service Rule 9.Astates, "The non-return of bills, properly prepared and delivered pursuant to the District's Electric Service Rule 8, will be regarded as proof of delivery and receipt of bills." Electric Service Rule 8.Astates, "Any billing, notice, deposit refund or other communication the District may give to any customer pursuant to the rates, rules, or regulations of the District, may be given by written notice." (see attached)
On September 17, 2015, customer was disconnected for non-paymentCustomer called and claimed she did not receive any notices nor a call from the District (see above Electric Service Rule 9.A& 8.A.)CSR again confirmed that we had not received any mail returned by the post office and that we did leave a message at her phone number on file on September 15, 2015, and confirmed we had the correct phone number on fileCustomer also claimed to have contacted us to process a move outHowever, we had no record of a move out requestCSR processed customer's move-out request for October 12, As the customer was disconnected, a $disconnection processing fee, a $disconnection fee, an additional deposit requirement of $was assessed along with a $reconnection feeThe past due balance and all fees must be paid prior to restoring service to customers disconnected for non-payment(see attached Electric Service Rules 9.B., and 7.B.1) Due to customer's prior payment history, a one-time waiver of the $deposit requirement was extended
The entire Electric Service Rules are available on our Website www.mercedid.org, but can be forwarded if needed
Initial Consumer Rebuttal /* (3000, 10, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called and let them know I was not receiving the mail and that I wanted a call with the amount due each month and gave them a move out dateHow would it be the customers fault that their request was not taken downI had contacted the mail carrier twice and had been called with the previous bills I did not receive notices