To Whom It May Concern: Please accept my sincere apologies for the delayThe customer, Ms [redacted] , was approved for our Customer Assistance Program on April 20, The discounted rate, as per the program, became effective as of 5/1/As part of being a participant in the program, the customer receives a monthly 50% deduction to their monthly accrued service charges and if they are new to the program, they also receive a 50% reduction to outstanding balances that have been delinquent greater than days in addition to a 100% reduction to any late fees that were assessedI have reviewed the account and found that this customer did not receive the courtesy forgiveness adjustment on either of the accounts associate with the premiseI have adjusted -$from the customer's judgment account (***)bringing the balance to $Additionally, I have adjusted the post judgment account, that is actively billing accrued service charges ( [redacted] ) -$bringing the balance on that account to $The customer has an active garnishment on account # ***I have asked that a representative from our internal collections department reach out to the attorney of record to have the garnishment updated to reflect the adjustment givenLastly, the customer still owes a balance on the post judgment account that is currently billing monthly service chargesIt is the customer's responsibility to set payment terms to resolve the outstanding balance to avoid any further collection activityI have asked [redacted] , MSD Section Head, from our Accounts Receivables to reach out to her and make an attempt to set some reasonable payment termsIf there are any other concerns, the customer is more than welcome to contact me directly at the number listed below [redacted] A/R Supervisor [redacted]
To Whom It May Concern: The Metropolitan Sewer District bills residential metered single family residents based on meter reads done by their water providers between January 15th through April 30th each year to arrive at an average cubic foot (CCF) that we will bill for our fiscal year (August - July)The customer in question is concerned with the current average CCF that we have been billing since August They are being billed at CCFs because during our annual review of their meter reads, we noticed that the read done by their water provider, between the dates mentioned, displayed extremely high water (units) usageNormally, the calculation for average CCFs is done systemically; however, the increase from the previous year's meter read was so extreme it met our variance criteria required for manual interventionWhen this occurs we look at a month reading period, apply a 84% discount to the consumption value, and figure the average CCF based on thatIf we had not done that, the customer would have been billed CCFs (multiplied by $3.97) instead of CCFs There were years where the customer had zero usage during those periods and we billed the bare minimum of CCF from 2015/through 2016/The customer had a series of 'estimated' reads from their water provider just prior to an actual meter read done on 2/14/I believe the reason it was high can be attributed to a correction, on the part of the water provider, to correct the previous estimates reported to MSDUltimately, we took the high read into consideration when adjusting the customer's usage down to a more reasonable valueThe CCFS they are currently being billed on is accurate and fairI attempted to contact the customer to discuss verbally and was only able to leave a voice mail messagePlease let me know if there are any other questions Sincerely, [redacted] Accounts Receivables Supervisor [redacted]
Complaint: [redacted] I am rejecting this response because: She did call and left a messageI have tried calling her back with no responseI have called the day she called, I called her Friday 7/and this morning 7/“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 request” This never happened, they never closed that request until January when I called about itWe had no idea about the creation of another account, for the woman who was trying to buy my home“If 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 buyer.” I understand this as they should’ve closed our account and put the billing on to the other woman’s account“If 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.” When she opened this account, they charged her $157.77, because she had a higher rate; our rate was lower because we had the house for yearsThe only problem is we continued to pay on that accountEach month we had paid $by automatic paymentThey raised the rate to $37, and I never got notification, possibly because they didn’t have my new address, so the only discrepancy should be the difference in the new rate because we didn’t know it had been raisedTherefore, our account balance should only show the difference from the rate raiseAs far as we knew, the account never changed, so we continued to payThis is why I am asking them to take the charges from her off our accountWe never even knew she had an account, which is why we kept payingWe want to know what happened to our payments for those three monthsOn our end they are trying to double charge us for the three monthsI called and asked what the $was for, and they cannot answer what it is Sincerely, [redacted]
To Whom It May Concern: The customer's account # [redacted] for the property known as [redacted] ***., has gone through our entire collections process ending at one of our Collection Law firms in an attempt to collect the debtPer the attached Ledger History Report, the customer is making payments, however, the amount of the payment has not been consistent or enough to keep the account from moving through our various stages of collectionsTo secure the District's (MSD) interest, we do also reserve the right to place property lien against the property so that we are able to recoup expenses and resolve any outstanding amounts through the sale or refinance of the propertyThe District is expensed from the StLouis City and County Recorder of Deeds whenever we have liens filed and recordedWe then turn those costs over to the delinquent customerThe charge, in total, to MSD is $to file and the same amount to release itShould the customer continue to leave the outstanding balance unresolved, the collection attorney will pursue a judgment lien against the individual to further secure the District's interestThe customer will need to make contact with the law firm of record, [redacted] G [redacted] , who can be reached at [redacted] , and solidify reasonable payment terms to avoid any further action against themAll other contact from the customer will need to be directed to Mr [redacted] 's office [redacted] MSD Accounts Receivables Supervisor [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/10/26) */ Case [redacted] Please accept my apology for the time it has taken to receive a response regarding this complaintThe requested refund will be processed and sent to the address as shown on Revdex.com Complaint#XXXXXXX, to the address indicated; [redacted] StLouis, MoXXXXX [redacted] B [redacted] Accounts Receivable Supervisor Metropolitan StLouis Sewer District Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have heard this times beforeHopefully this time I will get my moneyCant believe how much time ive wasted trying to get my money backThanks
Complaint: [redacted] I am rejecting this response because: This is not my bill, My land lord has sent them my lease showing I just moved to this property on February 17th,When I call to speak to them about this they are very rude, stating that they can not remove my name from a bill that was clearly made by the previous tenantThis is the first time I have ever had Water Services in my name and should only be responsible for the service used since my lease move in date Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 12, 2015/10/22) */ Mr [redacted] contacted MSD questioning how billed usage for his address increased from 2ccfs per month for the previous billing year to 3ccfs per month for the current billing yearHe was provided an explanation that coincides with MSD Ordinance #Metered property is billed according to the water usage registered by the meter and reported by the water providerMSD's rate structure as reflected in its ordinances has been the subject of numerous court casesThe structure as is contained in ordinances is consistent with those casesThe issue about which claimant complains is within the ordinances and standard industry practicesMSD has addressed and responded to complainantWe hope that the explanations provided settled the issueThere is no additional explanation other that what has been provided Initial Consumer Rebuttal / [redacted] (1500, 15, 2015/10/22) */ MSD has told you the exact same info that I told you in my initial complaintAround and around we goOrdinance # does not explain why they are rounding up my usageI am not questioning why my rate was raised from units of discharge to They told me because they round upI am contesting the ability to round up so as they get units of discharge in the same period of time units of water are usedIt's a physical impossibilityOrdinance (page document) DOES NOT EXPLAIN THIS as advised to you in my original complaintHow does their response equate to anything that I did not already inform you? This is not an investigated response, its the same PR copy and paste B.Sthey tried to use when I first contacted themThis is far from being resolvedThey are still charging me for more than what comes into my meterDon't give me a page document that doesn't answer my questionIt says nothing about being able to round up usageIf needed I'll give you copies of my water bill vs sewer billunits in, units out in the same period, this is not rocket science
To Whom It May Concern: MSD does not get involved in civil mattersThe tenant will have to address the issue with their landlordMSD is billing the property owner and will continue to send a duplicate copy of the statement to the service address at the their request
To Whom It May Concern: I reviewed Ms***'s account and have noted her concernsThe customer being billed the default average usage of CCFs is accurate as that is the most equitable value for new users with whom we do not know what their actual consumption isWe do this for all new customersIf the customer claims to have lower actual usage we can consider (but changes are not guaranteed):Reviewing the next day "Actual" meter read from their water providerThe emphasis on "Day" and "Actual"If the customer moved from another property that is also within the StLouis Metropolitan area and that property was also billed by MSD, we can assess the billed usage on that account and consider possible adjustments as long as we can validate that the customer was indeed a resident at that property Ms***'s next meter read was on 1/12/over a day reading period and it was an "estimated" read which an indication that the water provider can not confirm actual usageI attempted to contact Ms [redacted] and was only able to leave a voice mail message on her daytime phone numberShe is more than welcome to contact me directly at the number listed below [redacted] MSD Accounts Receivables Supervisor [redacted]
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]
To Whom It May Concern: I have read the customer's concerns and certainly do understand the frustrationIt would appear that her number was updated to another unrelated account in error (off by digit) and thus when that account became delinquent, our Pre-collection dialer picks up the number in an attempt to reach the property owner to warn them about any potential collection activitySince her number was tied to the account erroneously, it will continue to dial that number times a day until the account delinquent balance is resolved and/or the account is moved to the next phase of our collections processesUnderstandably, this can be rather annoying especially if the person being contacted is not the intended party we are trying to reachI have removed the number from the other customer's account, made the necessary changesShe will no longer receive any other calls related to any other accounts outside of her ownThe customer is more than welcome to contact me directly if there are any other issuesWe sincerely apologize for any inconvenience this may have caused [redacted] MSD A/R Supervisor [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ Revdex.com Complaint [redacted] Mr [redacted] has been removed from billing for MSDWe received water data information for the property address and inadvertently opened an MSD accountWe have since closed the account so Mr [redacted] should not receive any bills from MSDMy sincerest apology for this error [redacted] Accounts Receivable Supervisor
To Whom It May Concern: Please accept my sincere apologies for the delayThe customer, Ms [redacted] , was approved for our Customer Assistance Program on April 20, The discounted rate, as per the program, became effective as of 5/1/As part of being a participant in the program, the customer receives a monthly 50% deduction to their monthly accrued service charges and if they are new to the program, they also receive a 50% reduction to outstanding balances that have been delinquent greater than days in addition to a 100% reduction to any late fees that were assessedI have reviewed the account and found that this customer did not receive the courtesy forgiveness adjustment on either of the accounts associate with the premiseI have adjusted -$from the customer's judgment account (***)bringing the balance to $Additionally, I have adjusted the post judgment account, that is actively billing accrued service charges ( [redacted] ) -$bringing the balance on that account to $The customer has an active garnishment on account # ***I have asked that a representative from our internal collections department reach out to the attorney of record to have the garnishment updated to reflect the adjustment givenLastly, the customer still owes a balance on the post judgment account that is currently billing monthly service chargesIt is the customer's responsibility to set payment terms to resolve the outstanding balance to avoid any further collection activityI have asked [redacted] , MSD Section Head, from our Accounts Receivables to reach out to her and make an attempt to set some reasonable payment termsIf there are any other concerns, the customer is more than welcome to contact me directly at the number listed below [redacted] A/R Supervisor [redacted]
To Whom It May Concern: The Metropolitan Sewer District bills residential metered single family residents based on meter reads done by their water providers between January 15th through April 30th each year to arrive at an average cubic foot (CCF) that we will bill for our fiscal year (August - July)The customer in question is concerned with the current average CCF that we have been billing since August They are being billed at CCFs because during our annual review of their meter reads, we noticed that the read done by their water provider, between the dates mentioned, displayed extremely high water (units) usageNormally, the calculation for average CCFs is done systemically; however, the increase from the previous year's meter read was so extreme it met our variance criteria required for manual interventionWhen this occurs we look at a month reading period, apply a 84% discount to the consumption value, and figure the average CCF based on thatIf we had not done that, the customer would have been billed CCFs (multiplied by $3.97) instead of CCFs There were years where the customer had zero usage during those periods and we billed the bare minimum of CCF from 2015/through 2016/The customer had a series of 'estimated' reads from their water provider just prior to an actual meter read done on 2/14/I believe the reason it was high can be attributed to a correction, on the part of the water provider, to correct the previous estimates reported to MSDUltimately, we took the high read into consideration when adjusting the customer's usage down to a more reasonable valueThe CCFS they are currently being billed on is accurate and fairI attempted to contact the customer to discuss verbally and was only able to leave a voice mail messagePlease let me know if there are any other questions Sincerely, [redacted] Accounts Receivables Supervisor [redacted]
Complaint: [redacted] I am rejecting this response because: She did call and left a messageI have tried calling her back with no responseI have called the day she called, I called her Friday 7/and this morning 7/“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 request” This never happened, they never closed that request until January when I called about itWe had no idea about the creation of another account, for the woman who was trying to buy my home“If 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 buyer.” I understand this as they should’ve closed our account and put the billing on to the other woman’s account“If 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.” When she opened this account, they charged her $157.77, because she had a higher rate; our rate was lower because we had the house for yearsThe only problem is we continued to pay on that accountEach month we had paid $by automatic paymentThey raised the rate to $37, and I never got notification, possibly because they didn’t have my new address, so the only discrepancy should be the difference in the new rate because we didn’t know it had been raisedTherefore, our account balance should only show the difference from the rate raiseAs far as we knew, the account never changed, so we continued to payThis is why I am asking them to take the charges from her off our accountWe never even knew she had an account, which is why we kept payingWe want to know what happened to our payments for those three monthsOn our end they are trying to double charge us for the three monthsI called and asked what the $was for, and they cannot answer what it is Sincerely, [redacted]
To Whom It May Concern: The customer's account # [redacted] for the property known as [redacted] ***., has gone through our entire collections process ending at one of our Collection Law firms in an attempt to collect the debtPer the attached Ledger History Report, the customer is making payments, however, the amount of the payment has not been consistent or enough to keep the account from moving through our various stages of collectionsTo secure the District's (MSD) interest, we do also reserve the right to place property lien against the property so that we are able to recoup expenses and resolve any outstanding amounts through the sale or refinance of the propertyThe District is expensed from the StLouis City and County Recorder of Deeds whenever we have liens filed and recordedWe then turn those costs over to the delinquent customerThe charge, in total, to MSD is $to file and the same amount to release itShould the customer continue to leave the outstanding balance unresolved, the collection attorney will pursue a judgment lien against the individual to further secure the District's interestThe customer will need to make contact with the law firm of record, [redacted] G [redacted] , who can be reached at [redacted] , and solidify reasonable payment terms to avoid any further action against themAll other contact from the customer will need to be directed to Mr [redacted] 's office [redacted] MSD Accounts Receivables Supervisor [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/10/26) */ Case [redacted] Please accept my apology for the time it has taken to receive a response regarding this complaintThe requested refund will be processed and sent to the address as shown on Revdex.com Complaint#XXXXXXX, to the address indicated; [redacted] StLouis, MoXXXXX [redacted] B [redacted] Accounts Receivable Supervisor Metropolitan StLouis Sewer District Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have heard this times beforeHopefully this time I will get my moneyCant believe how much time ive wasted trying to get my money backThanks
Complaint: [redacted] I am rejecting this response because: This is not my bill, My land lord has sent them my lease showing I just moved to this property on February 17th,When I call to speak to them about this they are very rude, stating that they can not remove my name from a bill that was clearly made by the previous tenantThis is the first time I have ever had Water Services in my name and should only be responsible for the service used since my lease move in date Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 12, 2015/10/22) */ Mr [redacted] contacted MSD questioning how billed usage for his address increased from 2ccfs per month for the previous billing year to 3ccfs per month for the current billing yearHe was provided an explanation that coincides with MSD Ordinance #Metered property is billed according to the water usage registered by the meter and reported by the water providerMSD's rate structure as reflected in its ordinances has been the subject of numerous court casesThe structure as is contained in ordinances is consistent with those casesThe issue about which claimant complains is within the ordinances and standard industry practicesMSD has addressed and responded to complainantWe hope that the explanations provided settled the issueThere is no additional explanation other that what has been provided Initial Consumer Rebuttal / [redacted] (1500, 15, 2015/10/22) */ MSD has told you the exact same info that I told you in my initial complaintAround and around we goOrdinance # does not explain why they are rounding up my usageI am not questioning why my rate was raised from units of discharge to They told me because they round upI am contesting the ability to round up so as they get units of discharge in the same period of time units of water are usedIt's a physical impossibilityOrdinance (page document) DOES NOT EXPLAIN THIS as advised to you in my original complaintHow does their response equate to anything that I did not already inform you? This is not an investigated response, its the same PR copy and paste B.Sthey tried to use when I first contacted themThis is far from being resolvedThey are still charging me for more than what comes into my meterDon't give me a page document that doesn't answer my questionIt says nothing about being able to round up usageIf needed I'll give you copies of my water bill vs sewer billunits in, units out in the same period, this is not rocket science
To Whom It May Concern: MSD does not get involved in civil mattersThe tenant will have to address the issue with their landlordMSD is billing the property owner and will continue to send a duplicate copy of the statement to the service address at the their request
To Whom It May Concern: I reviewed Ms***'s account and have noted her concernsThe customer being billed the default average usage of CCFs is accurate as that is the most equitable value for new users with whom we do not know what their actual consumption isWe do this for all new customersIf the customer claims to have lower actual usage we can consider (but changes are not guaranteed):Reviewing the next day "Actual" meter read from their water providerThe emphasis on "Day" and "Actual"If the customer moved from another property that is also within the StLouis Metropolitan area and that property was also billed by MSD, we can assess the billed usage on that account and consider possible adjustments as long as we can validate that the customer was indeed a resident at that property Ms***'s next meter read was on 1/12/over a day reading period and it was an "estimated" read which an indication that the water provider can not confirm actual usageI attempted to contact Ms [redacted] and was only able to leave a voice mail message on her daytime phone numberShe is more than welcome to contact me directly at the number listed below [redacted] MSD Accounts Receivables Supervisor [redacted]
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]
To Whom It May Concern: I have read the customer's concerns and certainly do understand the frustrationIt would appear that her number was updated to another unrelated account in error (off by digit) and thus when that account became delinquent, our Pre-collection dialer picks up the number in an attempt to reach the property owner to warn them about any potential collection activitySince her number was tied to the account erroneously, it will continue to dial that number times a day until the account delinquent balance is resolved and/or the account is moved to the next phase of our collections processesUnderstandably, this can be rather annoying especially if the person being contacted is not the intended party we are trying to reachI have removed the number from the other customer's account, made the necessary changesShe will no longer receive any other calls related to any other accounts outside of her ownThe customer is more than welcome to contact me directly if there are any other issuesWe sincerely apologize for any inconvenience this may have caused [redacted] MSD A/R Supervisor [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ Revdex.com Complaint [redacted] Mr [redacted] has been removed from billing for MSDWe received water data information for the property address and inadvertently opened an MSD accountWe have since closed the account so Mr [redacted] should not receive any bills from MSDMy sincerest apology for this error [redacted] Accounts Receivable Supervisor