Rose Valley Water Company

Mr*** *** called to establish an account and water service on 7/26/17. He declined to add any other names to the account and indicated that it wasn’t necessary. He was informed that he would be the only one authorized to discuss the account. We asked him for an
alternate number for the account and he indicated that the number above was the “only number” that he had. He also declined to provide an email address for the accountMr*** was told that Rose Valley Water Co would waive a security deposit on the account, if his account was not late twice in a month cycle. He indicated that he understood. Customer’s first invoice for $was mailed in the US Postal System on 8/18/with a delinquent date of 9/1/17. Mr*** called on 8/21/with questions about his bill. Rose Valley Water Co Customer Service Representative left a detailed message on his voicemail confirming the amount due of $was for approximately a week worth of water. Rose Valley Water Co CSR also confirmed that the due date is 9/1/and the account would be delinquent as of 9/2/17. Mr*** was invited to call back if he had further questions. A notice of termination was mailed in the US Postal Service on 9/2/indicating that service would be eligible for termination as of 9/12/17, if payment was not received. On 9/13/customer’s service was terminated for non-payment. A $re-establishment fee was added to the account. On 9/13/a payment of $via credit card was made on the account. Service was re-established. Customer’s second invoice for $was mailed in the US Postal System on 9/15/with a delinquent date of 10/2/17. A notice of termination was mailed in the US Postal System on 10/2/indicating that service would be eligible for termination as of 10/12/17, if payment was not received. On 10/12/customer’s service was terminated for non-paymentA $re-establishment fee was added to the account. A $security deposit was also added to the account, as the account had been delinquent 2/months as a customer. ***’s wife called at 8:am on 10/12/representing herself as ***. She indicated that she had “made a payment a few weeks ago”. The call center informed her that she must pay the full amount of $to have water service restored and BEFORE her call would be returned, as per Rose Valley Water Co’s policy. The caller (***’s wife) declined to make a payment and insisted that a manager call her. At 1:pm ***’s wife called again, representing herself as *** and indicated that her water service was terminated due to an incorrect bill. Her call was returned at 1:pm and a voice mail message was left. No details were left on the voicemail message, as the telephone number did not match the number on the account and the call center had indicated that the caller was female and RVW knew that *** is male. At 1:pm ***’s wife called again, representing herself as *** and that her water service had been terminated due to an incorrect bill. At 1:pm RVW Billing Office Mgr attempted to call *** on the number provided on the account and received an automated message that the call did not go through. As another message had come in, the RVW Billing Office Mgr called “***” back. ***’s wife answered and when the manager asked for ***, his wife indicated “this is ***”. The manager then indicated that the customer who set up the account was Mr*** *** and she was not him. She then identified herself as his wife, Vesna. The manager indicated that Vesna was not on the account and due to privacy policies, she could not discuss the details of the account with her without ***’s adding her to the account. Vesna indicated that she lives in the home and pays the bills and demanded that she give her details on the account. The manager did indicate that she was giving Vesna a courtesy call to let her know that the technician would be leaving the service area shortly, and that RVW wanted to provide her with the opportunity to pay the amount due and have water restored and that the manager would continue to reach *** to discuss the details. Vesna then indicaed that she was going to call the Revdex.com and her lawyer and she was not going to pay the amount due. Vesna also indicated that *** is a truck driver and would be calling RVW himself and then she terminated the call. On 10/12/At 1:pm ***, himself called. He indicated that he never receives his bills and his water is shut off monthly. He indicated that he would be calling the pay-by-phone center to make the payment. At 2:pm RVW received a confirmation of the payment, in full. At 2:pm the customer’s water service was restored. At 3:pm RVW’s Billing Office Mgr called and spoke to ***. The following are the notes from that phone call: *** asked why he isn’t getting bills and is just receiving shut off notices on his door. I tried to explain to him that we mail his bills on/about the 15th of each month and if payments are not received by the due date, we mail a termination notice in the mail on the 2nd of each month. I tried to remind him that he did receive his bill in August, as he called with questions on the bill. He then got mad at me and started telling me that I am giving him horrible customer service as he kept interrupting me while I was trying to provide the informationHe said that I don’t care about our customers and don’t listen to them. I let him finish and told him that I was simply trying to answer his question and explain our billing/mailing cycle. I also told him that we don’t put termination notices on the door. We only put a hanger on the door when water has been shut off. I told him that if a termination notice was received on his door, it is likely that it was mis-delivered by the USPS and that one of his neighbors likely received it and put it there. I told him that he may wish to speak to the USPS about not receiving his mail. He asked why the bill was so high. I told him that there was a $security deposit added due to the delinquency on the account. Also, a $re-establishment fee was charged when the service was terminated. The $was added to the past due amount of $for a total of $129.27. I asked him for his email address, as we asked but he didn’t provide one when he established his account. I told him that RVW also sends emails when bills are mailed and the day before services are shut off a courtesy reminder is sent. I obtained his email address and put it onto the accountI also reminded him that when he established his account, we asked if he wanted anyone else on the account and he said that there is no reason to put his wife on the account. I told him that if she needs to call to discuss the account, we need her name, DOB and SS# on the account in order to add her. He gave me her DOB and asked if she called in and provided her SS#, could she be addedI informed him that she could. I told him the balance on his account is $that will be due by 11/1/and a bill will be mailed next week. He should also receive an email indicating that his balance is available on line. I told him that if he hasn’t seen a bill by the 20th of the month, he might want to call us to see what his balance is, as it is always due by the 1st. I told him that when I spoke to his wife, she was understandably upset and I was only trying to let her know that without her name on the account, we cannot provide anything more than the balance due for re-establishment. She asked if she needed to call the Revdex.com and told me that she has a 2-year-old. I told her that she is welcome to call the Revdex.com, however, our technician was scheduled to leave for the day and I was suggesting that she pay to get her water back on, before he leaves. She then told me that she was going to call her attorney and hung up. *** said that our policy of not calling customers back until the balance is paid in full is a horrible policy. I told him that I am sorry that he feels that way, however, we cannot be “negotiating or defending” the balance due on termination day, as everyone feels like their water being shut off is unjustified. Our top priority is to get all customers’ water back on ASAP and not spend time on the phone arguing with people who are upset with their water service being terminated. He laughed and said, “Whatever”. I told him about “Just In Time Automatic Payments” with Payclix and he asked if there was a fee. I told him that the fee is between cents and a couple of dollars, usually. He thanked me and terminated the call. As of 10/18/17, RVW has not heard back from Vesna with her SS# to add her to the account. Therefore, the account is still only in ***’s name. Thank you, Rose Valley Water Co