Old Straitsville Water Association

In reference to complaint ID [redacted] - [redacted] **Company Policies:The customers are billed on a monthly basisThe bill is due on the 21st of each monthIn theevent the 21st falls on weekend or holiday, it is due the next business dayOur meters are readon/or near the 20th of each monthWe bill at the first of each monthExample: 01/20/thru03/20/usage would be billed on April 1, The bills are always mailed no later than the3rd of each monthThe 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 serviceWater service will bedisconnected on any bill that is days past due without any further noticeWe always dodisconnections on the 25th of each monthIf the 25th is a holiday or weekend we do them thefollowing business dayThere is a $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: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/during thistime she has accumulated $in late charges, 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 for non-paymentOur due date is the21st of each monthOur staff was busy on the 26th and some disconnections were not doneuntil the 27thOur employees always check the drop box at the [redacted] for any paymentsbefore doing disconnectionsAt 10:am there were no payments in the boxThis can beverified by the video cameras located in the storeHe then disconnected her water service.She called the office late that afternoon and asked why her water had been disconnectedWeexplained the company policy to her againShe informed us that she had put a payment in thebox before 8:Our employee verified that there were no payments in the boxShe was toldshe needed to pay the account in full and the $reconnection feeShe asked that theycome to the house and she would pay it so that service could be restoredOur employee wentback to the [redacted] approximately 2:at that time there was a check in the box from her for$He then went to her house and she gave him another check for $He turnedher water service back onThe checks were taken to the bank that evening with the dailydepositWe do this each dayBoth of her checks were returned for insufficient fundsOurpolicy states that the account must be paid in full for reconnection of serviceHer currentbalance is $This amount includes past due amounts, late fees, returned check fees and$of this is the current water charge that is due on November 21st, 2015,Desired Settlement: [redacted] to pay $what is past due before the 21st of November, after that datethe amount that has to be paid is $337.25.Thank You,