Mountain House Community Services District

Review: Dispute with Mountain House CSD regarding [redacted]

We received a bill from [redacted] stating Due date of 5/18/2015 on 5/8/2015

On 5/8/2015 I called [redacted] and spoke with [redacted] requesting additional information as to why we were receiving a final bill so late she stated that it is normal for a final bill to be about 60 days after disconnecting service. There was no information that we could verify the amount used and what date the billing actually terminated. She went on to say that the last payment that was received was for $177.33 and that we did not pay in January or February. In this conversation she went back and forth on if the account was or was not sent to collections. By the end of the call she stated it was not sent to collections but I had informed her that we did not receive a bill for January or for February and our mail forwarding was on. She stated she would email me the bill. Ms. [redacted] emailed the final bill and then recalled it and said it was sent to collections and that we may pay the bill with [redacted].

On May 15 I contacted [redacted] again and again spoke with Ms. [redacted] who did not remember our conversation from the 8th and I had asked that the account be pulled back from collections as we never received the bills, I also requested that the late fees be removed because we did not receive the bills, she said that she would check with [redacted] and call back in 5 minuets but I may file a complaint with Mountain House CSD and offered to send me the form. On this same date I received a call from Mr. [redacted] at [redacted] who aggressively tried to collect the debt and refused to accept my stating that we are disputing the debt validity so I sent a letter requesting they provide proof of the debts validity. I filed a report of Stolen Mail because Ms. [redacted] stated that they sent the bills. (This is the only bill from all our Mountain House bills that we did not receive and was not forwarded)

On May 19th I had to call back and request a status update about pulling the account back from collections and Ms. [redacted] stated they cannot do anything with the account because it was sent to collections. On this date I spoke with the Postmaster [redacted] who confirmed our forwarding was effective on December 28, 2014 and stated that she would investigate what happened to the missing/stolen mail.

On May 28th the complaint to Mountain House CSD was sent

On June 11th the complaint was faxed to [redacted]. I called to verify that the fax was received and spoke with [redacted] who stated that she gave the fax to the complaints department

June 12th I received a voicemail from Ms. [redacted] at 10:36 am, who stated she would be reviewing the complaint and look at items that will be sent to her by [redacted] and she will get back to us by the following Thursday the 18th. If I had questions I could call back at [redacted]. I called back to clarify issues that the full amount is not owed and when we tried to dispute with [redacted] that it had already been sent to collections. I also stated that we updated our address and this was the only biller that we have had a problem receiving the bills for.

On June 19th I called for an update on the status of the account and the complaint I filed, at 10:46 am. I spoke with Ms. [redacted] who stated that [redacted] was getting the information from [redacted] regarding our contacts. She did not listen to what I was trying to tell her that I already tried to speak with them and they stated that they did not have a record of our updating the address. I told Ms. [redacted] that we will need to continue our complaint and file with our local officials. She replied with “You do what you need to do” she also stated that Mountain House CSD will continue to try and collect the debt and expect [redacted] to continue to try and collect the debt. At 10:58 am [redacted] left a voicemail stating that they are still researching the complaint and stated that she previously called and left messages (no calls were made or received at my number) and that it can take up to 2 weeks for this to be resolved and she would call back with the information that they receive. At 11:15 am I spoke with Mr. [redacted] about the abrasive contact I had with his staff and that we still have not received the bills. He stated that it is the staffs job to make sure we get the bills in a timely manner and he will get back to us by the end of the day. I finally received the copies of the bills from [redacted] via email.

On July 1st I contacted Mr. [redacted] again regarding the state of the account, this time by email as I did not feel that all the issues were heard by phone when I called on the 19th, and the damage his staff is causing to our credit report by not sending a bill, charging for service not provided, and sending an account to collections that a bill was never sent to be paid.

July 6th the account was sent back to Ms. [redacted] to deal with me by refusing to pull the account back and stating that she would write a letter that said it had been paid in full.

On July 8th a second request was sent to [redacted] for verification of debt via Certified Mail. The following day we received a letter from [redacted] that did not provide the requested information.

July 15th I replied to Ms. [redacted] with the information that she requested and let her know that [redacted] should have the information of when our lease terminated as they require a lease agreement from the new tenant. Ms. [redacted] replied that she would not pull the account back as it is their policy that an account that is more than 3 months will be sent to collections. (We did not receive the bills and were disputing the billed amount)

July 24th I contacted the board members regarding the issue of the refusal of staff to work with us and I also requested someone else to work the account as Ms. [redacted] and I could not come to any sort ofDesired Settlement: The desired resolution is that the account be pulled back from the collection agency and the correct amount billed so we may pay to the correct agency without it affecting our credit. This account was sent in error due to a failure to provide a bill.

Review: Water service ended June 2013, employee assured I was paid up to date, & my deposit refund could take up to 90 days to get. It's been 120 days.

As of June 1, 2013 water service at my previous address ended. South West Water was the company that managed the billing for Mountain House Community Services District(Acc#XXXXX-XXXXXXXXXX). I spoke with [redacted] at South West Water, back in May 2013, who gave me a total of $161.90 being the final bill and total to which I owed in order to get my full $300.00 deposit back. I made clear to [redacted] that I wanted to make the final payment so my full deposit would be refunded to me; I made this payment by visa. Assuring me $161.90 was the total and final payment on my account, I was then told I would be receiving my deposit within 90 days. Over the 90 days I touched basis with South West Water in regards to the status of the deposit and found out the company was no longer working with the Mountain House Community Services District. The new company Severn Trent Services gave me the same information of the 90 day maximum that I could be waiting to receive my deposit; I was told to be looking in the mail towards the middle of September. Now, going on 120 days (October 1, 2013) I still have not received my deposit. I got in touch with [redacted] at Severn Trent, she notified me that my refund would be made through Mountain House Community Services District, she did not have any information why I have not received my deposit, but to refer back to MHCSD. I first spoke with [redacted] at MHCSD (Mountain House Community Services District)who informed me I have an outstanding balance on my account of $45.00, after informing [redacted] of my situation and my conversation with [redacted] from South West Water, [redacted] explained that "South West Water no longer exists and neither does [redacted]". I then explained to [redacted] that I never received a final bill from any of the companies regarding the $45, and even in my follow up calls I was never given notice of an outstanding balance. I mentioned to [redacted] I would like to see the read dates for this bill and the fact that I had not, nor never received a bill for this new amount that I did not see the fairness of the situation. I also brought it to her attention that aside from the new amount of my account, why was the $45 not taken from the $300.00 deposit and the remaining balance mailed to me within the 90 day period; again, she did not have a direct answer. [redacted] explained if I had a copy of an MID (Modesto Irrigation District) bill that referenced my move out date they would adjust the bill accordingly. Because I could not get a direct answer as to why a final bill was not sent to me with read dates explaining the $45 charges, the charges not brought up during any of my phone calls, and the final amount not being taken from the deposit and mailed to me as of yet, I asked to speak with a supervisor. I was referred to [redacted], the finance director for MHCSD, but received her voice mail. I left a message, did not hear back from Mrs. [redacted] the following day, so I called back and spoke with [redacted] After explaining to [redacted] the situation and process I had been taking to receive my deposit she looked into my account and did not have any direct answers for me either, except the same information as when speaking to [redacted]. I again asked to speak with a supervisor and was directed to [redacted] voice mail. The following afternoon I followed up with Mrs. [redacted] after explaining my entire situation once again, she concluded that there is no time frame in which she can give me as to when I should be receiving my deposit. She explained to me the deposit refunds are one of the last things she will be working on; I asked Mrs. [redacted] if I submitted the MID bill her co-workers had mentioned to submit then how long would it take to receive the deposit, she did not know. Taking all this information in, I repeated back to my husband what I was being told and Mrs. [redacted] hastily ended the conversation by saying 'I was having another conversation, not with her, so she had to go.'Desired Settlement: Ultimately, I want my $300.00 deposit back as soon as possible. I have been more than patient with the 90 day waiting period. I understand there was a change of companies and how that might cause discrepancies, however, 120 days have now passed and I still do not have my refund or a bill stating an open account with new read dates. I have worked in customer service and own my own business and know when working/speaking with customers to resolve their problems the way in which Mrs. [redacted] went about doing so was not in a professional manner.