Severn Trent Environmental Services, Inc.

From: *** *** [mailto:***] Sent: Tuesday, December 16, 11:AM To: drteam Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** *** *** *** *** *** *** *** *** *** COMPLAINT
INFORMATION Revdex.com Case # *** - Severn Trent PLC NA Severn Trent Services is the service company for Harris County MUD 152, which provides water and waste water services to Mr*** residence. In September 2014, Severn Trent Services converted all residents in Harris County MUD to our new billing systems. During the conversion process, Mr*** account was closed in error due to a new service request that was voided in the system in 2002, a new account was established in another customer’s name at his residence as a result. We were unaware of the electronic error which was not caught during our audit process. Mr*** received a bill dated 10/9/2014, which reflected his account closed and his deposit being applied to his outstanding balance. Mr*** and his wife contacted our office on a number of occasions to resolve this issue because they were still receiving bills in *** *** name. We attempted to correct the issue and believed the problem was resolved by adding the deposit and transferring the outstanding balance to their new account. In the meantime, the customer made payment for $on the closed account which reflected a credit balance to be refunded to the customer. We were able to stop the refund, credit the $to their new account. There was a duplicate bill generated on their new account that has been removed. To date, the customer has a balance of $59.92, which are his November and December bills. Mr*** has contacted our office today December 15,2014, we have reviewed the status and informed him of his balance and emailed a copy of the corrected bill We regret that our conversion process has caused Mrand Mrs*** any inconvenience and frustration caused by these unfortunate circumstances. We have expressed our sincere apologies to him

From: [redacted], Jeff [mailto:Jeff.[redacted]@stservices.com] Sent: Wednesday, August 24, 2016 12:34 PM To: drteam <[email protected]> Subject: Response to Complaint #[redacted]   Severn Trent Response: The payment in question was made before the customer’s  due date, but the account was in...

a delinquent status at the time the payment was made.  Once an account is in a delinquent status, the customer will receive a delinquent letter which your district charges 15.00.  As a courtesy, the delinquent letter fee will be credited back to the customer’s account.    This credit will appear on the customer’s next bill.

Severn Trent Response: The account was audited during the period in question and the following was revealed: A Severn Trent service technician was dispatched to your residence on 2/27/15 to re-read your meter.  As a result of the findings, a credit adjustment was made to the account in the...

amount of $58.00.  The credit appeared on the February 2015 bill. Jeff [redacted] Customer Service Manager Severn Trent – North America 2002 West Grand Parkway North Suite 100 Katy, Texas 77449 Direct: 281-579-4517 Mobile: 832-302-5936 Jeff.[redacted]@stservices.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Thank you for your help. [redacted]

Severn Trent Response: The customer’s account was reviewed and it was found that the refund request for $200.00 was never issued to the customer.  This was an accounting error on the part of Severn Trent.  As a result of this complaint, the refund procedure in regards to closed accounts...

and refunds will be reviewed and used as a training opportunity moving forward.  We apologize for the delay in processing this refund.  A check has been issued and mailed to: [redacted]  Best Regards, Jeff [redacted] Customer Service Manager Severn Trent – North America 2002 West Grand Parkway North Suite 100 Katy, Texas 77449 Direct: 281-579-4517 Mobile: 832-302-5936 Jeff.[redacted]@stservices.com