Raleigh County Public Svc Dis

The customer in question was sent a bill on September 21, with a penalty date of October 13, The bill was not paid so the customer was assessed a 10% percent penalty on October 14, The customer also owed her penalty from the month before of $Her total due at the time of
disconnect was $She was sent a letter on October 15, that her bill was delinquent and scheduled for disconnect on October 27, At that time her payment was still not receivedOur company uses auto dialer to phone customers and remind them if they haven't paid their billShe was called on November 3, at 8:58am and the party that answered the phone hung up before the message was finishedShe was called again on November 4, at 8:40am and we received the same responseThe customer's meter was pulled for nonpayment on November 5, at 12:00pmThere are times that our disconnects are not finished by the date on the letter and by WV Public Service Commission rules we are allowed to discontinue service within days from the date on the letterTherefore, the customer received extra days to pay her bill before she was disconnectedI believe we give the customer ample time and opportunity to pay their billOur company has not always offered payment by phone, but for the convenience of the customer we started allowing payment by phone about years agoPayment may also be made by mail, night deposit, or by person in our office between the hours of 8:00am and 4:30pmWe have payment by phone set up through *** *** *** Services and they accept payments from 8:00am until 8:00pm seven days a weekTheir maximum hold time is minutes and at that time the customer is offered the opportunity to leave a message and the company will call them back to take their paymentThey are a call center and their call volume is different at various timesWe are not the only company they serviceOur customers were notified on their monthly billing statement the number to *** *** *** Services for payment by phoneThe only change we made since that time is that they may now call our office number and press to be connected to *** *** *** Services alsoAs for the response from the worker in the field, he gave the same response given from our officeIf the payment is made before we get to the property the service will not be discontinuedWe do not argue with the customer about holding their disconnect until they can make paymentWe follow WV Public Service Commission rules for all of our disconnects for nonpaymentThe PSD is governed by the Public Service Commission of WV and we do follow the rules and regulations they have given usIf you have further questions, please contact our office at the number above

The District noticed a high consumption on this customers reading on January 10, and went to reread her meterThe meter was not showing a leak at that time.The customer in question called on February 6, to report a leak she had fixed under her crawl space and the District CSR did an
inspection work orderThere was no leak showing when our crew went to do the inspection for the customer and no one was home when we knocked on the door.We noticed high consumption again on February 9, and went to reread the meter againThe meter showed a leak and our representative turned the water off and left a tag on the customer's doorOn 2/21/the customer called for another inspection and spoke to a different CSROur representative went to her homeUpon arrival he talked to the lady watching the kids to find out where the leak was and she called her husband because he had fixed the leak*** *** came to the home and said leak was on the hot water tank, the pressure relief valve was runningHe installed a PRV on the customer's line, which she did not have at the time, and the relief valve did not go off againThe District representative then checked the pressure in the meter drum and noted it was high so he replaced our PRV in the meterHe then told *** the customer could call the office and check to see if an adjustment could be madeOn February 27, the customer called and spoke with a CSR and was told to pay her past due bill and $on the new bill right away because she was scheduled for disconnect and to call when the bill is back to and we would adjust the billThe customer made no mention of a hot water tank at this timeAccording to Public Service Commission leak policy malfunctioning appliances are not eligible for an adjustment so we wouldn't have offered to adjust her bill if we had known this was the problemOn March 20, the customer called again for a leak adjustment and did not mention a hot water tankOur CSR did her leak adjustment while she was on hold and gave her the amount of the adjustmentThe customer did not question the adjustment and said she would hang up and make the payment of $right then and she did make that payment. We then received this complaint from Revdex.com the next dayIf the customer has had two different leaks we are willing to talk to her about the matterThe CSR who calculated her adjustment only knew of one leak that she prepared an inspection work order forThe adjustment was based off that leakWe keep notes in the customer screen when they call with a leak and she wasn't made aware that a second work order was done until receiving the complaint

Our company does not disconnect water service with a simple phone call. The customer must come in and sign to disconnect or send a letter including their account number, service address and signature. Should a customer call and ask to disconnect they are told this by the CSR to whom they talk. The...

customer in question did not send a letter or come in to disconnect. His service was pulled for nonpayment on 10/20/2016 after sending him a bill, a disconnect letter and attempting to contact him by phone twice, I did notice on the copy of the bill that was attached there is a handwritten note stating "send note to shut off. There were two other bills sent after this bill. There was a door tag hung on the customer's property notifying them of a leak. This is a service we provide when reading the meters for billing if a customer shows an unusual usage for their water. I spoke with my CSRs today and Mr. [redacted] did call a couple of weeks ago about the bill and was told we do not disconnect service by phone.