Metropolitan St. Louis Sewer District

To Whom It May Concern: In review of the customer's accounts for [redacted] **; [redacted] ; and [redacted] **., no further adjustments are warrantedIt would appear that the issue is derived from the manner in which he makes his paymentsWhen making a payment online, there are a few instances where the payment button is being clicked multiple time resulting in duplicate payments in the same monthI have attached Ledger History Reports for all property accounts for your reviewThe customer had some overpayments on account # [redacted] ( [redacted] ) and those misapplied payments were transferred to account # [redacted] ( [redacted] **.) on 2/1/to resolve any outstanding balance due on that accountAdditionally, the customer was contacted by a Call Center Lead Associate on 2/21/and 2/22/where clarification on how to make payments online was givenTo avoid this in the future, the customer will need to make sure when making an online payment that he is only clicking the payment button once per account as to refrain from making duplicate payments on a single accountThe issue has happened before, however, it appears that the payments were duplicated at that time as wellWe consider the misapplied payment issue reconciled and resolvedPlease see the attached Ledger Reports for referenceThe customer may contact me directly if there are any additional questions [redacted] Accounts Receivables Supervisor [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/05/27) */ Revdex.com Case #XXXXXXX D [redacted] Please accept my apology for the incorrect billing of the property located at [redacted] We have since corrected the error and eliminated the account so it does not produce an MSD bill Sincerely, *** B [redacted] A/R Supervisor

Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ The Metropolitan StLouis Sewer District denies all liability for this claimThe Metropolitan StLouis Sewer District is shielded from court liability by the Doctrine of Sovereign ImmunityIn order to state a cause of action and tort against MSD for dangerous property condition, immunity must be waivedSuch waiver regarding a dangerous property condition occurs only when: (I) There is a dangerous condition of the property; (2) The plaintiff's injuries directly resulted from the dangerous condition; (3) that the dangerous condition created a reasonably foreseeable risk of the kind of harm the plaintiff incurred; and (4) that a public employee negligently created the condition or that the public entity had actual or constructive notice of the dangerous condition Ms [redacted] complained that, "she was driving down the street at Bircher and Arlington and a sewer lid popped up and got stuck under her (truck)...by Ms [redacted] 's own admission, MSD did not have actual notice of any dangerous condition or constructive notice of any dangerous conditionTherefore, MSD has sovereign immunity for this claim, and denies all liability

Good Afternoon, The customer's concerns requires additional research from our Engineering DepartmentI will follow up the week of 11/14/Thank you

Initial Business Response / [redacted] (1000, 10, 2015/06/08) */ Revdex.com Case #XXXXXXX [redacted] Since this concerned a sewer bathe information was forwarded to MSD's Claims DepartmentThe claims department sent the following response: The claimant reported a sewer backup to MSD on Saturday, 2/28/ The loss was determined to be the result of a sewer separator failureWe began attempts to contact her on Monday 3/2/15, but did not receive a call back during business hours until 3/17/At that point we requested documentation of the alleged damageShe provided two handwritten plumbing invoicesThe combined total of the two invoices was $She did not provide any other documentationWe sent an offer of $to the claimant, and she returned a signed release dated April, 1, We then determined that her MSD account was past due by $We reduced the settlement by this amount, and sent a check to her for $on 4/6/ Unfortunately, Ms [redacted] MSD account was in arrearsWhen this happens, any funds due will be deducted from the settlement amountMSD Claims Department considers the matter closed Sincerely, [redacted] B [redacted] Accounts Receivable Supervisor MSD Initial Consumer Rebuttal / [redacted] (1500, 11, 2015/06/08) */

Good Morning, I have received a response from our Operations Division and the response is as follows: Investigation of this situation identified a blocked sewer main The affected homeowners were appropriately notified through our existing procedures and their damage claims are currently being processed through our third party providerIf there are any additional questions, you may contact me directly at the contact information listed below [redacted] MSD A/R Supervisor [redacted]

Initial Business Response / [redacted] (1000, 10, 2016/01/25) */ Dear Sir/Madam: I am in receipt of Complaint Activity Report NoXXXXXXX in which Mr [redacted] residing at [redacted] XXXXX complained of basement flooding due to a clogged sewer drain Mr [redacted] contacted the Metropolital StLouis Sewer Districk ("the District") by phone on December 23, at 12:PM; two days after the date of incident identified in his complaint and identified a water backup through a floor drainThe district responded on December 31, 2015, investigated and found the source of the problem to be an overcharged main and no problem of the Metropolitan StLouis Sewer DistrictAn overcharged main refers to too much rain water for the sewer system During this time period, the metropolitan StLouis area received a record rain event resulting in 1,calls to the Metropolitan StLouis Sewer District to investigate water related issuesAs such, the District responded in a timely fashion to the customer complaint and found the sewer system operating as it was designedAlthough the District denies all liability, it has offered Mr [redacted] $2,which the District is allowed to offer through its insurance programUpon return receipt of a signed release, payment will be made to Mr [redacted] If you have any questions, please contact me at (XXX) XXX-XXXX Sincerely, [redacted] MSD Legal Counsel cc [redacted]

To Whom It May Concern: MSD accounts are assigned to our various contracted collection vendors in the following manner: Automatic Courtesy Collection calls beginning at 35 days; assignment to a 1st Placement Agency at 90 days delinquent; Assignment to a 2nd placement 7 months delinquent; and... assignment to a Law Firm 10 months. MSD nor its vendors do any reporting to the major credit bureaus. The customer is only in danger of that if the outstanding balance goes through litigation resulting in a civil judgment against them at which point the municipal courts report as it is a matter of public record. The customer's account in question ( [redacted] / [redacted] ), was assigned to a 1st Placement collection agency on 01/01/2018. The account has not been at a zero balance since April 2017. Historically, the payments to the account are inconsistent and have not addressed the balance in full. the account is not recalled from the collection vendor until the account is brought current. The customer made a payment on 2/5/2018 leaving the remaining balance at $105.30. As that amount contains some of the outstanding amounts, the account remained at the collection agency. During this time, the agency is doing as instructed by continuing any collection efforts to resolve the balance in full. The customer's account billed again on 2/6/2018 bringing the current balance to $162.55 which contains their current bill amount of $57.25. The agencies have access to our systems and are made aware of any transactions that occur on the account that may impact the balance. There is no 'false' reporting. If the customer wishes to make payment arrangements on the account, they will need to contact: Credit Control, [redacted] . [redacted] A/R Supervisor [redacted] @stlmsd.com

Good Morning, We have reviewed the customer's account and have arrived at the following to explain her concerns: Our office received a title quote from a Title Company on 5/23/The requester, [redacted] advised the intended closing date to be 6/9/When we receive a title quote request, if the sale does not go through, the Title is supposed to go out to our system and cancel the quote requestIf this is not done and we do not catch that on this end, our billing system will automatically close the existing account and begin billing a new account for the intended buyerIf we are made aware that the sale did not go through and we have already begun to bill someone in error, to correct this we would simply reverse the creation of that new erroneous account, re-open the true existing customer's account, and transfer any charges back to the original account Our sewer service charges stay with the property and through the title process we are able to collect any outstanding amounts due as well as accrued service charges due through an intended closing date, however, if there is no such exchange, we simply transfer any outstanding balances to a new owner's account and/or if there are any scenarios such as the one described above we would do the same to make sure that the proper owner is aware of all charges dueSince Mr& Mrs [redacted] 's ownership of the property known as Drhas remained unchanged and services for water were not terminated, the bill charges for sewer would continue for themWe simply made the appropriate adjustments to ensure that all charges are on the proper accountAdditionally, when there is a new owner account created the volume of average ccfs is set at a default of ccfs (it was in our prior fiscal year)We identified that volume was not applicable to Mr& Mrs [redacted] 's usage and made the appropriate adjustments on any months where volume was overchargedThis change was made on 5/27/and would ahve been visible on their June bill.I attempted to contact the customer directly to explain in detail, however, I was only able to leave a voice mail messagePlease let me know if there are any other questions

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Good Morning, The customer's issue was resolved on 5/24/after a thorough review of the bankrupt account # [redacted] That account received a credit adjustment of -$that posted on 5/24/bringing the account balance to a zero valueThe customer does not owe anything further on this accountIf there are any additional questions or requests, the customer may contact [redacted] , Accounts Receivables Supervisor- [redacted] @stlmsd.com, [redacted] , who oversees our Bankruptcy processes [redacted] Accounts Receivables Supervisor [redacted]

To Whom It May Concern: The account for the property at [redacted] **., MSD Account # [redacted] , has been adjusted as of 5/31/bringing that account to a zero balance dueMSD is not an 'applied for' service meaning the sewer service charges remain with the property and are not transferable between premisesWhen we receive notification of water activity, new ownership via Title process, and/or new construction, we establish an account for the related premise and in some cases this process occurs automaticallyI do see where we did validate with our Permits Department that this property is not within our service area, however, we continue to receive water activity from the water providerThe decision to begin billing was a manual oversight and should have been recognized when the water data was receivedI have confirmed that the account is indeed inactive and all appropriate adjustments have been made rendering the customer absolved of any financial responsibility to the account at this timeAdditionally, I have placed a screen pop on the account to alert the staff of the issue to assist in avoiding the creation of any erroneous chargesIf the customer has any additional questions, they may contact me directly at the number listed below [redacted] MSD Accounts Receivables Supervisor [redacted]

Tell us why here This complaint is being handled by MSD's Operations Department and they reported that an MSD crew was out on 1/8/to check the main line and found it to be open and clear This dispute is still in progress and is being handled by one of the yard engineers MSD is trying to work with the consumer to resolve this issue

Good Morning,MSD experienced some issues with the calculation of usage for some residential metered customersWe set some goals in order to correct the issue systemically and unfortunately for us and our customers this effort inconvenienced our MSD customer base even moreMr [redacted] 's account, 42621-3, received adjustments totaling ccfs or $The adjustment transaction occurred in two parts: -ccfs (-$57.44) on the September Bill Statement and -ccfs (-$114.88) on the November Bill Statement.Additionally, the bill charges going forward through July will bill at ccfs ($51.77) per monthThere are no additional adjustments dueThe customer is more than welcome to contact me directlyMy contact information is listed below [redacted] MSD Accounts Receivables Supervisor [redacted]

Complaint #***-*** ***
Please accept my apology for the error in billing. MSD account #*** will require an additional adjustment to achieve the correct billing for usage. The credits will appear within the next two billing cycles. The account was adjusted prior
with a credit appearing on the February bill. The property is currently billing at 7ccfs, so an adjustment to achieve 3ccfs will be completed today
Sincerely,
*** * ***
Accounts Receivable Supervisor, MSD

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

To Whom It May Concern: We have reviewed the customer's concerns and the account (30711-6) has pending adjustments totaling -ccfs, equivalent to -$412.88, which will post on their next MSD billThe adjustments took into consideration the January-June reads for August rate charge
and the first full read (July 2017) after the leak repairAdditionally, a 16% summer month discount was applied to the July read used to calculate the average ccf going forward. Ultimately, we adjusted the ccfs for last year down from to and the current ccfs that will bill going forward from to The total adjustments cover months of charges previously billed including the August 3rd bill chargesThe customer will see the significant adjustment, as stated above, on the next bill in SeptemberI have attached a Bill History/Premise Usage History report for your review and the account currently has a collection hold on it to avoid any penaltiesPlease let me know if there are any other questions *** ***MSD A/R Supervisor*** ***

This is in response to the concern expressed *** *** for the property located at *** *** *** *** ***i. The funds that Ms*** mentions that she paid was due to the District due to an unpaid MSD account. Once Ms*** cleared her MSD account and paid it in full,
the process to remove the Lien began. Her information has been sent to the proper authority to have the lien released. This may take up to days. I am sorry that the process is not one that occurs immediately.
*** ***
Accounts Receivable Supervisor

I still have not received an itemized list of the chargesThey said they were going to take the lien off of my property and it has been almost days and the lien is still in place. I would like for them to refund what I have over charged

Good Afternoon, No further adjustment is dueA refusal to pay the balance, as accrued, may cause the account to go into collectionsYour concerns have been noted. *** ***MSD Accounts Receivables Supervisor*** ***