Old Straitsville Water Association Inc

In reference to complaint ID [redacted]-[redacted]Company Policies:The customers are billed on a monthly basis. The bill is due on the 21st of each month. In theevent the 21st falls on weekend or holiday, it is due the next business day. Our meters are readon/or...

near the 20th of each month. We bill at the first of each month. Example: 01/20/15 thru03/20/15 usage would be billed on April 1, 2015. The bills are always mailed no later than the3rd of each month. The staff explains to the customers that if they do not receive the bill by the5th of each month to contact the staff.The staff details our process of disconnection of water service. Water service will bedisconnected on any bill that is 61 days past due without any further notice. We always dodisconnections on the 25th of each month. If the 25th is a holiday or weekend we do them thefollowing business day. There is a $75.00 reconnection fee that is set by our Board of Trustees.The customer is informed of this when there water service is connected.Our staff picks up payments Monday through Friday at 7:30 am from our drop box (which isactually a safe) at the [redacted] Station in Rockbridge, OH.History of [redacted]'s Account: The customer has had service since 10/12/2012 during thistime she has accumulated $206.59 in late charges, 3 returned checks and she has beendisconnected for non-payment in the past (June 2013). The current situation is that [redacted] wasscheduled for disconnection on the 26th of October 2015 for non-payment. Our due date is the21st of each month. Our staff was busy on the 26th and some disconnections were not doneuntil the 27th. Our employees always check the drop box at the [redacted] for any paymentsbefore doing disconnections. At 10:00 am there were no payments in the box. This can beverified by the video cameras located in the store. He then disconnected her water service.She called the office late that afternoon and asked why her water had been disconnected. Weexplained the company policy to her again. She informed us that she had put a payment in thebox before 8:00. Our employee verified that there were no payments in the box. She was toldshe needed to pay the account in full and the $75.00 reconnection fee. She asked that theycome to the house and she would pay it so that service could be restored. Our employee wentback to the [redacted] approximately 2:00 at that time there was a check in the box from her for$75.00. He then went to her house and she gave him another check for $151.59. He turnedher water service back on. The checks were taken to the bank that evening with the dailydeposit. We do this each day. Both of her checks were returned for insufficient funds. Ourpolicy states that the account must be paid in full for reconnection of service. Her currentbalance is $337.25. This amount includes past due amounts, late fees, returned check fees and$72.41 of this is the current water charge that is due on November 21st, 2015,Desired Settlement:[redacted] to pay $264.44 what is past due before the 21st of November, 2015 after that datethe amount that has to be paid is $337.25.Thank You,