Pennsylvania Municipal Service Co

February 19, [redacted] ***RE: [redacted] Dear [redacted] ,Included is a copy of the statement sent to and returned by the closing company, and a copy of the shorted checkPlease note the verbiage highlightedThis account ( [redacted] ) was paid in full on 2/12/and closed.Please contact us if you have any questions.Sincerely,***

RE: *** - *** * ***Dear Ms***,Customer was contacted to resolve this issue.Please contact us if you have any questions.Sincerely,PAMS

February 19, 2015[redacted]RE: [redacted] [redacted]Dear [redacted],Included is a copy of the statement sent to and returned by the closing company, and a copy of the shorted check. Please note the...

verbiage highlighted. This account ([redacted]) was paid in full on 2/12/15 and closed.Please contact us if you have any questions.Sincerely,[redacted]

Everything I am reading about PA Municipal Service Company is indicating that they are a collection agency. If this is true, shouldn't they be regulated like other agencies are to the amount of fees, interest, ect. that they can charge? I'm having my issues with them too but not about a water bill.

Review: I am having great difficulty keeping up with my sewage bill. I have learned from our local water company that this is due to the fees/penalities they have been using with customers. I am currently fighting a life threatening illness my monthly income because I am unable to work is extremely low, at times I have to chose between paying a bill or paying for medication. I realize that I have paid my bill late and I wish I didn't have to pay it late. My problem is not a late fee as every utility company has one. I fully accept my responsibility to pay that late fee, it is all of the other fees/intrest/penalities that have been added. Not one other utility company does this. I am almost in a position now that I would have to move out of my home if I can not pay this next bill by July 3. From what I have been told my bill should be 238.30. I can see on a current bill that I have 17.88 in Pen/Int and another 81.49 in Fees (late?) That bill was 336.26 with all the fees, intrest, etc. Then the shut off notice got posted on my door with an amount of 380.26. My local water company told me that is due to PAMS charging me 50.00 to have a shut off notice posted on my door. I have called PAMS asking about these fees/intrest. They woman the late charge accrues interest for everyday that you are late. I told her about my current situation and asked if I could make payments till I am caught up without the interest/fees. I was told they do not make any sort of arrangements for any reasons at all. I am not able to pay the ridiculous charges. If charging interest on late fees for utilities is legal, it shouldn't be. I just want to be able to pay my bill like everyone else. But I can't seem to dig my way out with all these crazy fees, it has become a never ending cycle for me with PAMS, if I was healthy this would have never happened in the first place. I don't want to lose my home.Desired Settlement: I would like to see the fees waived just this time so I can actually catch up on my bill and keep living in my home. Or a payment plan worked out to keep me from losing my service. I am willing to do whatever it takes to work this out, but these fees are making it impossible

Business

Response:

RE: [redacted] - [redacted]DearMs. [redacted],We will contact the customer to review her account, however the sewage billing procedures wereexplained when [redacted] Wed a complaint with the Revdex.com ([redacted]) in May of 2014.The billing procedures have not changed.SincerelyPAMS

Review: I bought my home 04/15/2014. In settlement, the bill for sewage was paid for the amount [redacted] stated which was $200. On 01/29/2015, I received a notice that I was being sent to litigation for not paying for bills from 11/2013, 2/2014, and 4/2014. I have paid in full every bill I have received well before the due date. I was told when I called that the bills were being sent to the previous owner and now, after a year, they are being sent to me. My problem is, how am I being taken to litigation over a bill I didn't know existed and one that was paid according to the statement they gave the closing company. Also, the first bill received 01/29/2015 says that I owe $216.82 and then I received another bill on 02/06/2015 saying now I owe $317.68 and all by 02/14/2015. The bills also state plus any other charges not previously paid, but there is not itemization of those charges. This company has been know to just make up charges. This behavior is predatory and unethical.Desired Settlement: I want this company to apologize for predatory billing and do their due diligence on finding the billing statement they sent a year ago to the closing agent, find the copy of the payment and close this file. If the company failed to give the correct amount due a year ago, the responsibility falls on them, not me who is the new owner and did my due diligence.

Business

Response:

February 19, 2015[redacted]RE: [redacted]Dear [redacted],Included is a copy of the statement sent to and returned by the closing company, and a copy of the shorted check. Please note the verbiage highlighted. This account ([redacted]) was paid in full on 2/12/15 and closed.Please contact us if you have any questions.Sincerely,[redacted]

Review: Pennsylvania Municipal Service Company (PAMS) collects sewage, wage taxes and other collections for municipalities. I believe the way in which they go about it is illegal. They impose a flat fee of $6 on any partial payments for sewage bills, which are currently through the roof due to current rate increases on the pipelines. According to Pa Code 56.272:Accrual of late payment charges. (a) Every utility subject to this chapter is prohibited from levying or assessing a late charge or penalty on any overdue utility bill, as defined in 56.271 (relating to payment), in an amount which exceeds 1.5% interest per month on the overdue balance of the bill. These charges are to be calculated on the overdue portions of the bill only. The interest rate, when annualized, may not exceed 18% simple interest per annum. (b) An additional charge or fixed fee designed to recover the cost of a subsequent rebilling may not be charged by a regulated utility. (c) Late payment charges may not be imposed on disputed estimated bills, unless the estimated bill was required because utility personnel were willfully denied access to the affected premises to obtain an actual meter reading. (d) A utility may waive late payment charges on any customer accounts.There is a 'net due' and a 'gross due' on my bill. The gross is more than the 1.5% late fee prescribed by law. I believe a class-action law suit needs to be filed against this crooked company by everyone who is unfairly being charged more money, when we don't even have it to give.Desired Settlement: All I want is to be given a bill that I and everyone else can afford. All my other utilities are billed fairly, so why not my water/sewage bills? I am not trying to get out of paying my bills, I know that is a part of life, but all I ask is to not be intentionally ripped off.

Business

Response:

Review: My complaint is regarding their billing methods. I am a property owner in [redacted] who rents/leases homes. When I first started renting these homes the company mentioned in this complaint sent bills to the addresses as (current resident). The tenants threw these away because they were not addressed to them. Therefore the bills got behind. They are nothing more than a collection agency. This is regarding the Sewage and Garbage bills for [redacted] and New [redacted]. Every period that they bill for is individually charged interest and fees. The fees are so extreme that it is difficult for them let alone for us to keep up with. Also, when we send checks out to pay these we state which bill is to be paid (i.e.m, sewage or garbage) However, they ignore what we write on the checks and put it towards where they want regardless of what is on the check.The interest and penalties equate to usury. I feel that their practices really need looked into.Further, if the Sewage is not paid, the city will shut off the water, and they condemn the house.Desired Settlement: Please let us know who we should contact other than your organization to look into their billing practices.

Business

Response:

RE: [redacted] - [redacted]Dear Ms. [redacted],Pennsylvania Municipal Service Company (PA.M.S.) collects the current and delinquent sewage fees for the Municipal Sanitary Authority of the City of New [redacted] (MSANK) and the City of [redacted] on a quarterly basis.Current bills reflect the net amount due with a due date and a gross amount due with a due date. Initial delinquent bills are mailed with minimal fees added. All delinquent fees are authorized by MSANK and the City of [redacted]. Delinquent bills are mailed monthly and breakdown all charges by cycle, period ending date, amount due per cycle, penalty/interest, fees, amount paid, and total due. Per the MSANK and, the City of [redacted] sewage ordinance, delinquent fees will continue to accrue on a monthly basis on any outstanding delinquent balance. Termination of water service may occur if the delinquent balance remains unpaid. Delinquent garbage cycles will result in litigation. If the bills are being mailed to the tenant, a copy of the delinquent bill is also mailed to the owner of the property at the address they provide us. All bills have been mailed directly to [redacted] since May of 2014.Sincerely,PAMS

Review: This company has been handling our sewage bill for the past year. I still have been told or figured out how I ever ended up behind on my billing. Our sewage bill for the year should be 445.40 and so far this year I have paid over 1400.00 I receive a bill for example this month for 230.00 and paid it. I called to verfy the receipt of my payment and was told I now owed 50.00 more than the 230.00. I asked what the 50 was and was told fees/penalties. I explained that I was already paying 118.55 in fees that quarter. I was provided no explanation. I have asked multiple times over the past year to see a print out of the fees I have been charged and for what each fee is directly for. I have never been provided anything at all. My biggest concern is the "fees" and why there is no pre determined amount, it almost is as if it is made up as they go along. It is impossible that I have paid 1400 and still am behind.Desired Settlement: I would like to see a print out of the fees and what each one is directly for. At that time if there are fees that are unable to be explained and overpayment by myself I want that applied directly to my bill or returned to me.

Business

Response:

Review: I moved into my current home on May 2012. I received my first bill in November 2012. I did not know I had to pay sewage when I moved in. I am a single parent, student and work full time with a low paying job. As I got my first bill months later, I was always behind on paying my bill each month. The month I was paying was never for the current month. I have gone through some hard times paying bills an d was not able to pay my bill some months. All of a sudden, I got these ridiculous fees added onto each month. Even if I paid my bill for the month, I was paying a late fee and delinquent fee which was more than my monthly bill. How do you expect people to get caught up? There is also a fee for partial payments and a fee to pay with a card. So lately, I have been paying a minimum of $50 a month and my bill is not going down. Some months a paid $100 a month, even $243 to prevent my sewage from being shut off. If I pay my $22 a month bill, why am I still being charged fees for that month? It is not my fault that they did not start billing me for 6 months but I am paying all the penalties for it. I emailed the company with no response. I called customer service and was told that the bill says can be charged a fee ( even though it does not say how much). I made a spread sheet with each month $22 bill, how much I paid each month and the total I paid are more than the bills. YET I still owe $$$. I pay $100 and my bill goes down $20. ITS NOT FAIR! ON top of all of this stress, they send my landlord a paper that looks like I didn't even pay my bill for 6 months. So my landlord calls me and I have to explain. my account number is [redacted]Desired Settlement: I would like good customer service with a courtesy of removing these fees. I'm paying more than my bill in fees. Can you PLEASE remove these fees and credit the money I paid toward my balance. When adding up all the money I paid and then add up my bill each month even with the late fee, I paid over the amount already. Yet, I still have a balance of about $200 due. This is terrible customer service. I read other complaints about this company an people got their fees removed. PAMS be fair!

Consumer

Response:

Review: I have lived in [redacted] for over 7 years. Last year our sewage account was transferred to P.A.M.S. We now receive 2 separate bills. Our water and trash on one bill and sewage on another. Like most people I live pay check to pay check. I had paid my previous sewage bill late. I paid the penalty of $8.98. About 2 weeks after paying my bill I received another bill in the mail for a $25 delinquent charge. I called the P.A.M.S asking why I received this charge. They woman told me that I had to pay the penalty of $8.98 by the 16th, and that I had paid my bill on the 21st. Therefore, the late charge accrues interest for everyday that you are late. I asked her if that was even legal. I have no choice who my sewage provider it, that the charge was insane. She rudely stated that it was legal and to next time, pay my bill on time. In return I stated the charge was outrageous and I wasn't going to pay it. She stated, good, then it will accrue more interest. I received another bill from them for $38.02. I am not able to pay the ridiculous charges. If charging interest on late fees for utilities is legal, it shouldn't be. I paid my bill, yes, it was a week late, but I also paid the $8.98 late fee. That should be the end of it.Desired Settlement: Accept the late fee I have already paid and stop charging me interest

Business

Response:

Pennsylvania Municipal Service Company (PA.M.S.) collects the current and delinquent sewage fees for the Municipal Sanitary Authority of the City of [redacted] (MSANK) on a quarterly basis. PAMS began the collections in January of 2013. A letter of introduction printed on MSANK letterhead was included with the initial current bill sent to all sewage customers.

Current bills reflect the net amount due with a due date and a gross amount due with a due date. Initial delinquent bills are mailed with minimal fees added. All delinquent fees are authorized by MSANK. Delinquent bills are mailed monthly and breakdown all charges by cycle, period ending date, amount due per cycle, penalty/interest, fees, amount paid, and total due. Per the Municipal Sanitary Authority of the City of New Kensington's sewage ordinance, delinquent fees will continue to accrue on a monthly basis on any outstanding delinquent balance. Termination of water service may occur if the delinquent balance remains unpaid.

[redacted] paid the gross amount due after the gross amount due date. At that time delinquent fees had been added and her payment did not pay the cycle in full. The phone conversation was reviewed and the customer service representative did not state "good, then it will accrue more interest" as [redacted] claims, however she was explained that any delinquent balance remaining on the account will continue to accrue late fees as per the sewage fee ordinance.

I will remove the delinquent balance in the amount of $38.46 as a onetime courtesy. A balance of $156.03 is the most current bill that is due on 12/19/03 and any balance remaining after that date will accrue delinquent fees.

Please contact me if you have any questions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate that the late fee will be removed, however, I do think it is insane to charge interest on late fees for utilities. I will be contacting, the city council or whoever is in charge, and I will be present at the next "town meeting" to voice my complaint. I do not remember the exact words of PAMS employee when I initially called about the charges, However, she was very rude and "smug" about the whole situation, and if I could switch from your company I would. Hopefully if enough of [redacted] complains about your company and the "service" it has provided over the past year, this billing company will no longer be needed, and the outrageous late fees will no longer be an issue.

Review: My water has been turned off. They want $1489.77 before they will turn it back on. They do not take payments. They are charging me unreal amounts in penalties, interest, costs, and fees.Desired Settlement: I would like them to remove some of the penalties, interest, costs, and fees. I would like to pay what I actually owe and get my water service restored.

Business

Response:

RE; [redacted] - [redacted] - [redacted]Dear Ms. [redacted].PAMS is responding to the above listed complaints jointly since they were filed by the same email address and are in reference to the same property.Pennsylvania, Municipal Service Company (PA.M.S.) collects the current and delinquent sewage fees for the Municipal Sanitary Authority of tine City of New Kensington (MSANK) on a quarterly basis. PAMS began the collections in August of 2012. All delinquent fees are authorized by MSANK and follow Act 20.In response to [redacted]MSANK’s resolution holds the owner of the property responsible for sewage fees, therefore legally we are only to pursue the owner for any unpaid sewage fees. Landlords receive a copy of every delinquent notice that is sent to a tenant, so they are aware of the delinquency immediately. Water will only be restored, to a property after all sewage fees are paid.We are assuming this complaint is in reference to [redacted] because it is the only property [redacted] is the owner of that is shut-off at the moment. We reviewed all phone recordings and have no record of the phone number calling PAMS for the above paragraph explanation. The tenant, [redacted] is his daughter and PAMS has not received notice that she moved out or is moving out.In response to [redacted]; [redacted] was put on a payment plan by MSANK in 2013 and was in default of that plan. She was put on a payment plan in 2014 and was in default of that plan. She made several payments through our website that were returned due to non sufficient funds. It seems as though in this complaint [redacted] is planning on staying at the property making [redacted]'s complaint inaccurate. The water will not be turned on until the entire balance is paid.Please contact us if you have any questions.Sincerely,PAMS

Review: In November, I received a delinquent [redacted] real estate tax notice from PAMS. In fact, since they had prepared multiple incorrect bills that did not include my Home/Farm Exclusion, I was actually owed a refund.When they sent the delinquent notice, they tacked on an interest charge of 10%. And apparently, they reported this to the credit bureaus, since over the weekend I received a notice that a late bill report had been placed on my credit report.After sending multiple letters, and doing multiple office visits, I received a letter from PAMS stating that I was owed a refund. However, they did not include 10% interest on the amount that they have owed since April 2013. And they said that they would not refund the money to me and that I had to go to directly to the [redacted] School District to obtain a refund. They also failed to tell me how to do this.There was no mention of the bad credit report that they had sent.This weekend was also enlightening, since there was a letter to the editor in the December 22, 2013 [redacted] about PAMS unfair credit and collection policies related to a [redacted] Water Bill of [redacted]..Desired Settlement: I want my money now, from PAMS. They made the mistakes, they should have to pay; including the same amount of interest that they would have charged me, if my bill had been overdue since April of 2013.Also,evidence that they have retracted their report of my delinquent bill to all three credit reporting agencies.I want them to be fined or otherwise reprimanded for their negligent billing and credit collection practices.And an apology from PAMS, and from [redacted] for contracting with them.

Business

Response:

Review: PAMS was formerly [redacted] Borough's local tax collection agency. This agency, either from complete lack of competency or corruption, continually sent the citizens tax delinquency notices. This forced us to continuously send them proof of payment. My family had several delinquent notices, luckily we keep great records and could show again and again that we paid. PAMS has a pattern of waiting more than 3 years, when the bank archives the checks and it would cost money to pull the copy of the check. The harassment was so great and the citizens complained so much that the [redacted] Council fired PAMS a few years ago. Yesterday, PAMS sent me a delinquency notice from 2010 taxes. SIX years ago. Let's say, for sake of argument, that there was an error on our part and we didn't pay the entire tax liability amount. That was six years ago. Their lack of organization and ability to catch the error is now their problem. They are not even [redacted]'s tax collector anymore. That was sake of argument. The reality is PAMS is truly harassing my family at this point and it's unacceptable. Because I do keep good records, I not only have my tax records in 2010, W2s, and check proving we paid in full. But I also have the PAMS delinquent notice from June 2011 saying we didn't pay. I have my fax and the copy of the check that resolved their complaint. They harassed me then and are harassing me now. Either they are completely incompetent or they are corrupt, believing the citizens would not have these records any longer and would pay their hundreds of dollars in late fees in fear of persecution. I am not alone, obviously. This is why [redacted] Council was forced to fire them in the first place. This delinquent notice is unacceptable and this practice of harassment must stop. No one should go through this. Especially with an agency who was fired. [redacted] is no longer asking for their services. So who would receive these late fees? Who benefits? PAMS. I have proof of records to show that we paid, in full, all of our taxes. I sent them this twice. I will not send them the proof again. I never want to spend another second having to prove something over and over again. It's truly harassment.

For more evidence on other complaints, http://[redacted]Desired Settlement: PAMS must cease and desist from this delinquent notice and never send another notice again. It's been years since my borough used their services.

Business

Response:

RE: 11239614 - [redacted]Dear Ms. Edwards,Pennsylvania. Municipal Service Company (PA.M.S,) collects the Delinquent Earned Income Tax for the Borough of [redacted] for tax year 2010 and prior.Not filing/paying Local Earned Incomes Taxes is a criminal offence and does not have a statute of limitations. [redacted] was not recently sent a delinquent notice from PA.M.S. Her account is closed for years 2010 and prior. She was contacted by PA.M.S. to discuss this complaint. However, there was no answer. Two voice messages have been left. If there is anyone in her family, as she mentions, that would like to discuss their account they can contact us.Sincerely,PAMS

Review: A previous tenant moved out without paying their sewage bill. The sewage company will not turn on water service for my new tenant because of the past bill. I have continually tried to resolve this matter with both the previous tenant and PAMS but nothing has been solved.Desired Settlement: I would like PAMS to peruse the previous tenant for the money she owes, and I would like water service be made available to my new tenant.

Business

Response:

RE; [redacted] - [redacted] - [redacted]Dear Ms. [redacted]PAMS is responding to the above listed complaints jointly since they were filed by the same email address and are in reference to the same property.Pennsylvania, Municipal Service Company (PA.M.S.) collects the current and delinquent sewage fees for the Municipal Sanitary Authority of tine City of New Kensington (MSANK) on a quarterly basis. PAMS began the collections in August of 2012. All delinquent fees are authorized by MSANK and follow Act 20.In response to Dale Stone: [redacted]MSANK’s resolution holds the owner of the property responsible for sewage fees, therefore legally we are only to pursue the owner for any unpaid sewage fees. Landlords receive a copy of every delinquent notice that is sent to a tenant, so they are aware of the delinquency immediately. Water will only be restored, to a property after all sewage fees are paid.We are assuming this complaint is in reference to [redacted] because it is the only property [redacted] is the owner of that is shut-off at the moment. We reviewed all phone recordings and have no record of the phone number calling PAMS for the above paragraph explanation. The tenant, [redacted], is his daughter and PAMS has not received notice that she moved out or is moving out.In response to [redacted]; [redacted] was put on a payment plan by MSANK in 2013 and was in default of that plan. She was put on a payment plan in 2014 and was in default of that plan. She made several payments through our website that were returned due to non sufficient funds. It seems as though in this complaint [redacted] is planning on staying at the property making [redacted]s complaint inaccurate. The water will not be turned on until the entire balance is paid.Please contact us if you have any questions.Sincerely,PAMS

Review: there fines and fees and interest makes it impossiable to pay the bill so I can have running waterDesired Settlement: I would like there costs taken off so I can try to pay the bill and get water back on please

Consumer

Response:

Review: I have officially had it with PAMS. We just received yet another delinquent tax notice in the mail for 2008-2009 for my husband.

We received the same notice in September 2014 and due to the fact that PAMS didn't answer the phone I sent an email detailing the following information. I never received a response. I was not the least bit surprised, seeing as how they can't even keep their records straight, and I suppose at that point I was overly optimistic in thinking that they would have handled this and we wouldn't have to go through this all over again.

In 2013 we received a delinquent tax notice for my husband for 2008 & 2009. At that time I called PAMS to see what the problem was because we had already been through this a couple of years prior for the EXACT SAME TAX YEARS. And I resent them the W2's and all other information, even though it was the same information submitted with our taxes when I originally filed the taxes for 2008 & 2009, and they said nothing was owed and it was fine. So along comes 2013 and they send us a notice for 2008 & 2009 - AGAIN.

When I called to inquire why on earth PAMS wanted the information again their representative confirmed that yes, we had submitted all necessary information with our yearly tax return, they had records of those tax amounts being paid, that it was recorded and in their 'system'; but they go back “to make sure there wasn’t any additional income other than what was reported”. I was thoroughly annoyed but I went to the Social Security office, paid to have the wage information supplied to us, which matched the wage information submitted on W-2's previously, and submitted it to PAMS to get this cleared up. Not only did I call PAMS but I called our borough tax collector at our borough office to see if she had anything on file. She informed me that she hadn't submitted any request to PAMS for our information and that she had record that our taxes were paid in full for those years when the original tax returns were received. She said we didn't owe anything. I mailed the Social Security wage reports to PAMS and then called to verify that they had received the information. At that time I was assured by their phone rep that 1) they had received the information, 2) that the wage information matched what they originally had on file; 3) we did not owe a cent (imagine that!); and 4) that this would be closed out; and 5) we would never receive another notice for these tax years again.

Obviously none of what I was assured of during that conversation was actually taken care of by PAMS. In September of 2014 I got yet another notice for 2008 & 2009, which prompted the email that I got no response from. And here we are in April 2015 and we are getting a notice for the 2008 & 2009 tax years all over again. You have to be kidding me. Is this some kind of yearly practical joke?

First, let me get this straight – someone at THEIR office is guessing as to whether or not the federal, state, and local tax information that we submitted was somehow falsified. That’s what I’m getting from all of this - PAMS is flat out accusing us of a felony offense. What additional income do they think we didn't report? Please, do tell, I’d love to know because we are apparently missing out on reaping the rewards of that imaginary income as well.

Secondly, it’s like having a blackmail attempt for the SAME information REPEATEDLY. PAMS either wants us to send them more money (which we don’t owe as they've confirmed before and are not going to send them EVER) or they want us to go out of our way to obtain old W-2’s and income information because their office can’t keep track of the information they already have. I had to go to the Social Security Office and PAY to have records pulled last time and now suddenly they want the same information AGAIN. Oh, I don’t think so. I’m not playing this game because their record-keeping skills are atrocious or they just want to try to make up imaginary amounts for people even though they have hard copies of things on hand. ( I’ve heard from enough other people about how they have had to repeatedly send the same information to PAMS even though they don’t owe anything so I know it’s not just us.)

I am tired of PAMS’ sheer incompetence. I WILL NOT be submitting the same information to PAMS FOR A THIRD TIME. This is like a bad ride at an amusement park that goes around in circles until you throw up. PAMS needs to locate the wage records I've repeatedly submitted (and then called to confirm you received so that I didn’t have to put up with this nonsense all over again) and quit sending us “delinquent” notices about amounts we DO NOT OWE. Please get this cleared up ASAP. My frustration levels about this are through the roof. The next notice I get for these tax years is likely going to result in a call to our attorney or to the local news.Desired Settlement: A letter that I can keep on file stating this has been cleared up, that they have their information in order or have located either sets of additional information I already provided to them, and that we do not owe anything for those tax years. I want this IN WRITING. so that if I ever receive another tax notice for 2008 & 2009 I can submit it to them as they clearly haven't gotten it straight so far.

Business

Response:

RE: [redacted] - [redacted]Dear Ms. [redacted],Customer was contacted to resolve this issue.Please contact us if you have any questions.Sincerely,PAMS

Review: This complaint is in reference to billing issues and customer service issues from the above mentioned company. This company provides the worst customer service that I have ever experienced from a company. They are unwilling to help resolve billing issues or explain sewage bills to the customer. They do not return calls in a timely manner and when they do return calls the "supervisor" talks over me "the customer" in harsh tones. When this company took over sewage for my residence and did not timely send a bill they continued to issue late charges and refused to remove ALL charges from the bill when they are at fault for the billing issue. They also have now deceided to charge a $40 termination notice fee because of this ONE year later when all sewage fees have been brought current on the account. They have refused to help in any way and have stated that it does not matter is the seage is brought current and that all late charges need to be paid reguradless of the fault. They are the WORST company that I have ever had to deal with and the fact that their billing has lead to the occurance of the late charges and they refuse to remove them from the account is unjust. Also, the fact that they employ people that are going to treat customers with such disrespect is very dishearting. If they would just remove all the late fees from the account then the issue would be resolved, but this company does not want to work with the customers that it services at all-by far the WORST company ever.Desired Settlement: I would like for the company to remove all late charges from the account that is in question. I do not feel that they are justified when I never received the bill for the services. When a bill was received, the services (sewage) was paid for. Now the company is charging an additional fee ($40) to send a notice to terminate water ONE Year later and I do not feel that is justified.

Business

Response:

RE: [redacted] - [redacted]

Dear Ms. [redacted],

Pennsylvania. Municipal Service Company (PA.M.S.) collects the current and delinquent sewage fees for the Borough of [redacted] on a monthly basis. PAMS began the collections in August of 2012. A letter of introduction printed on [redacted] Borough letterhead was included with the initial current bill sent to all sewage customers.

This account was sent current and delinquent bills monthly since August of 2012. In March of 2013 Ms. [redacted] called and spoke with a PAMS customer service representative. At that time the customer service representative removed all delinquent fees on the account as a onetime courtesy and instructed Ms. [redacted] to send in the bill amount due immediately. Payment was not received on this account until July 27, 2013. At that time late fees approved by [redacted] Borough were added to the account(s) and continued to accrue fees on a monthly basis. Ms. [redacted] was explained in detail the charges on her account(s) in March, July, and again in August by several PAMS employees. She was also sent a detailed history statement of the account(s) with the breakdown of charges. To date Ms. [redacted] has paid all delinquent cycles on her account(s).

Please contact me if you have any questions.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The information that was provided by [redacted] is incorrect. The reason that that sewage was deliquent on the account (that was not in under [redacted]) was because a bill was NEVER received to the address. This information was stated to [redacted]. Once a bill address to [redacted] was received each month, the payments have been made timely. The dispute is on the account that is for the address in question that is not in the name of [redacted]. When I called to address the situation, PA Municipal Service would not remove ALL the late charges and would only remove the deliquent charges for 2 months even though they are presenting the bill two months later. The next bill they sent out did not reflect these adjustments either. When I called to get the situation addressed a second time the customer service was rude and disrespectful. They would not return calls in a prompt manner and they were unwilling to assist me in resolving the matter or removing the later charges. I was informed that the charges could have resulted from the transfer of water service and the sewage being switched from the water bill to the PA Municipal Service, but they were unwilling to remove late fees due to that issue. That delay in Utility tranfer from the Water Company and PA Municipal Service is not my fault and I should not be penalized for that issue. The only reason that detailed records of BOTH accounts were mailed out is becaus I had to make a wrriten request for the records. When I made a request over the phone they would not process my request. I would like to be credited the late charges for the account. If they are unwilling to do so, I would like to be credited the $40 fee that they charged send a water termination notice.

Regards,

Business

Response:

September 13, 2013

PENNSYLVANIA MUNICIPAL SERVICE CO.

Revdex.com of Western PA

RE:[redacted] - [redacted]

Dear Ms. [redacted],

All of the information that was provided to the Revdex.com is accurate. The records that we received on account #[redacted] were under the property owner's name [redacted]. All bills were sent to the service address at [redacted], [redacted], PA, [redacted]. Any bill for this account would not have been sent in [redacted]'s because she is not the owner of the property and did not have the water bill in her name. In February we received a mail return bill and at that point we changed the owner name to current resident and continued to mail bills to the service address. Regardless of who's name is on the bill, the owner of the property is responsible for paying sewage bills on the property. Ms. [redacted] states that she "NEVER" received the bills, but then a couple sentences later she states "the next bill they sent out did not reflect these adjustment either", therefore admitting that she actually did receive the bills.

Charges are not added to an account because of a water service transfer they are a result of being delinquent. The result in the water transfer was closing account #[redacted] in [redacted]'s name and opening up account #[redacted] in [redacted]'s name. That change was reflected in the records we receive from PA American Water. [redacted] is correct when she states the only reason detailed records of accounts were mailed is because she had to request it in writing. All request for confidential information on an account must be requested in writing either by mail, fax, or email and not by phone. As I stated in the previous letter, dated August 20th, this account has already received a one-time courtesy of removing delinquent fees in March of 2013, when Ms. [redacted] initially called and complained. Since the March conversation with Ms. [redacted], delinquencies continued to accrue on account # [redacted] thus leading to the $40.00 termination fee that was not added to the account until August of 2013. Therefore, fees will not be credited to this account. Also, the two payments received on this account were paid through our online billing portal where we upload monthly bill statements for all accounts so that customers do not have to depend on the mail to receive or pay their bills.

Please contact me if you have any questions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not feel that the response below is sufficent to resolve my issue. I believe that although they are not going to credit my account for the total of the deliquent charges that I should be credited for the $40.00 termination charge. Reguardless of how many times I need to state what has occured or how I have paid my bill (online or through the mail) I believe that I should be credited in some way for all of this hassle. Moving forward I will be sure to tell everyone about the unjust service that I have received from them and the lack of customer support that I have received as well. There has been no effort made to right a wrong that has been made. I have now only asked for a $40 credit instead of the initial total credit and I feel atleast that portion should be honored.

Regards,

Review: Company did not transfer property correctly to me when purchased and received no bill. Late fee I disputed and asked for explanation. Couldn't explain late fee amount calculation just expected to assume it is correct. Did not even list as line item on bill just increased previous months total. Told they removed and I asked for some history and was forced to do so by snail mail so I could understand totals and what came in the mail was not self explanatory. I called and got usual receptionist which has been not so helpful so I asked for her boss and was told they would call me back but have still not heard anything. I am expected to keep paying or undoubtedly the bill will go to collection which I have done but still no call back and no explanation. This place bills for the city of [redacted] PA and calling them for help is not helpful either I was told they have no control over things I have to deal with this company there is no local office handling things?Desired Settlement: If I am going to pay a bill I need to understand it. If I am going to be charged a late fee I need explanation on amount. (It is not a flat fee!) If things are to get corrected in the Pa Municipal Service Co. system explain how and/or what happened. If they are going to charge a late fee the bill needs to show it correctly and labeled with how it is calculated. I am not the only one with this kind of issue and have heard how bills are not paid but drop off and late fees come and expected to pay.

Business

Response:

Review: I attempted to pay my sewage bill on their website in Sept. 2015. I inadvertently left one digit off my account number. I was sent an email with a rejection code of RO3 Unable to locate. I re-entered my account information and the payment was processed. On Sept 30 I was sent a letter from Pa Municipal Service. They said they were surcharged by their bank $30 because I had non sufficient funds. I was never surcharged by my own bank. I attempted to get an explanation from them but they were unwilling to send me a copy of the notification they received from their bank that they were being surcharged. I don't believe they were surcharged. It was never a question of non sufficient funds. I made a simple mistake that I don't believe cost anybody anything. In that same letter, they asked me to remit $30 but then I found out that they had gone into my account, without authorization, and removed $30.Desired Settlement: I want them to provide me with a copy of the notification they received from their bank that they were surcharged $30 because of my non sufficient funds. If they do that, I'll consider the matter closed. They want me to just take their word for it. Sorry, but I require full transparency. If they can't provide that then they need to adjust my account and return the $30

Business

Response:

RE: [redacted] - [redacted]Dear Ms. [redacted],Pennsylvania. Municipal Service Company (PA.M.S.) collects the current and delinquent sewage and garbage fees for the Borough of [redacted]. All delinquent fees are authorized by the Borough, of [redacted]. We recommend to the Revdex.com that the information below is not published on your website out of courtesy to our customer.Please see attachment A, this is a print out of the landing page with the disclaimer circled. Attachment B is a print out of the last several payments [redacted] made/authorized online through Invoice Cloud (PAMS 3rd party online billing agent). Please note the sewage payment [redacted] made on 9/22 was unable to locate resulting in Non Sufficient Funds on 9/25 and the adjustment was made on 9/30.The only payments taken out of [redacted]s bank account are the payments HE madethrough express pay. PAMS does NOT, nor has capabilities to go into anyone's account and take money.Any NSF, returned payment, or redeposit will result in a $30.00 service fee added to the customer accountPlease contact us if you have any questions.Sincerely,PAMS