Mount Union Borough

July 1, 2016Re:ID ***Revdex.com Att: *** *** *** *** *** *** ** ***Dear Ms***:Per your request for customer statement of problem, the whole conversation is not in her statement I listened as our water/sewer clerk tried to explain to her that
when given a confirmation number the authorization is given, but from her own experience it usually takes 2-days for the bank to withdraw the payment to the utility companyThe clerk quoted her own experience with Verizon payments that you get confirmation of the day you make online payment, but usually it takes a few days for it to show on bank accountThis was repeated numerous times and then clerk added the customer should have deducted that amount the day of confirmation and not used the money for something else and she must not have included it when balancing or she would not have overdrawn her accountThe clerk did say she wasn't giving her name because you just want us to pay your bank fees and we don't do that.When the clerk hung up she was saying what all was said and she was very upsetShe said I didn't tell her my name, she said she balanced her account then used the money to travel somewhereMichelle said the customer was hollering at her and not very nice so she didn't feel she needed her nameI told Michelle she should have given her name, if you are right or wrong always give your name if asked for it, Michelle always says her name when answering the phoneShe greets the caller with "Mount Union Borough, this is Michelle, how may I help you?" Maybe the customer didn't catch her name.The customer called back and I answered phoneShe asked for the manager, I said this is Cindy and I am the manager, may I help youShe said she wanted the girl's name of who she talked to and said she was rude and so onI told her Michelle B***, and I told her that I had already explained to Michelle to always give your nameI explained to her about online payments being confirmed but not always being withdrawn the same dayMost times it is how the customer's bank processes the transaction once called forUsually it takes 2-days to hit the account it is coming out ofI used a payment from bank account to credit card for example and told her sometimes it is 3-days before it comes out of my account as well as Verizon or Penelec, but I deduct it immediately so I know what I have available.I apologized to her that Michelle didn't give her name, however I did say once you have confirmed a payment you do need to deduct itShe should never go by a balance at an ATM or by phone because most times all transactions are not cleared.She seemed ok and thanked me for explaining how it worksI feel the amount confirmed on June 9th, should have been deducted from her prior balance in her personal accounting and used as her forthcoming balanceI am enclosing the Mount Union Borough's electronic signature agreement that comes up for the customer to finalize their transaction and it plainly states it will withdraw from your account within two business days depending on your bank's processing scheduleIt is clear from this how and when billing payments are actually processed.Sincerely,Cynthia S*Borough Secretary