St Mary's County Metropolitan Commission

June 30, 2015Dear [redacted]:In response to the above-referenced Complaint filed against this Commission by [redacted], I provide the following:1. The payment made by [redacted] in December 2014, in the amount of $385.65, paid [redacted]’s account through December 2014, not through...

January 2015. This amount was paid after [redacted]'s water was turned-off for non-payment. The December 2014 account balance was $336.32 and a water reconnect fee of $49.33 was owed, which together equal the $385.65 paid by [redacted] in December 2014.2. The credit referenced by [redacted] in the amount of $49.33, was actually not a credit balance on her account as it may have appeared. When [redacted] made her December 2014 payment, a water re-connect fee of $49.33 was owed and paid at that time, as indicated above. Because of the timing of the printing of our billing statements, although the fee was owed when [redacted] came in to pay, the fee had not posted to the December billing statement before printing. So when [redacted] paid this sum in December 2014, in excess of the charges which actually appeared on her December billing statement, the $49.33 appeared as an overpayment or a credit on her January billing statement. Had the fee not been paid in December 2014, it would have appeared on [redacted]’s January 2015 statement, but it did not because by then, [redacted] had paid the fee. As indicated, this was a timing issue between the printing of our bills and the date in December on which [redacted] came in to pay.3. The January 2015 balance on [redacted]’s account was $108.19, which included $82.52 of normal monthly charges plus an Administration Fee of $25 for maintaining a delinquent account. [redacted] paid nothing on her account in January 2015.4. The February 2015 balance on [redacted]'s account increased by her normal monthly charges of $82.52, plus a late fee for non-payment. [redacted] paid nothing on her account in February 2015.5. The March 2015 balance on [redacted]'s account increased by her normal monthly charges of $82.52, plus a late fee for non-payment. In March 2015, [redacted] paid $109.19 on her account, which was the balance owed in January 2015.6. The April 2015 balance on [redacted]'s account increased by her normal monthly charges of $82.52, plus a late fee for non-payment. [redacted] paid nothing on her account in April 2015.7. The May 2015 balance on [redacted]'s account increased by her normal monthly charges of $82.52, plus a late fee for non-payment. At this time, [redacted]'s unpaid account balance was $464.11. [redacted]'s property was placed on the turn-off list for May, as the result of her significantly delinquent account.8. On May 6, 2015, [redacted]'s water service was turned-off for non-payment. After hours on May 6, 2015, [redacted]'s water services was resumed, based upon [redacted]'s representation to our after-hours phone service that she had made an auto payment to her account through her bank. An after-hours reconnect fee of $100 was added to [redacted]'s account.9. On May 7, 2015, [redacted] was advised by our Accounts Receivable Department that water service may only be resumed for a cash payment to our Administrative Offices. This requirement is also stated several times in the turn-off notices [redacted] received prior to her service being terminated. MetCom staff advised [redacted] that because the bank transfer she made is not immediately available, she was required to bring the amount of $353.42 to our Administrative Offices that day, to avoid her water being turned-off again. This amount included the $100.00 after hours reconnect fee.10. Based upon the above, [redacted] delivered a cash payment of $353.42 to MetCom’s Administrative Offices on May 7, 2015. [redacted] was evidently able to terminate the auto payment made through her bank, or the auto payment was never initiated. This payment brought [redacted]'s account current through April 2015.11. At this time, [redacted] account charges have not been paid for May or June, 2015. These charges, together with the associated late fees, result in a currently outstanding balance on [redacted]’s account of $194.59.12. In reference to the information provided above, I direct your attention to the account summaries attached hereto. The account billing dates for December 2014 through June 2015 are highlighted in yellow and the pertinent account balances and payments are highlighted in pink, for your convenience.[redacted] clearly has a history of delinquency in the payment of her monthly charges for water and sewer services. This pattern of delinquency results in additional late fees and other administrative charges for [redacted],Based upon the representations in her complaint, it seems that [redacted] does not understand that when she makes periodic and sporadic payments on her account, she is not paying her account current through the date of the payment. In fact, typically, when [redacted] makes a payment, her account remains 30-60 days in arrears.Please do not hesitate to contact me should you require any additional information or should you have any questions. I may be reached at ###-###-####, ext. [redacted].Very truly yours,Jacquelyn M. General Legal Counsel / Public Affairs Officer

June 30, 2015
Dear [redacted]:In response to the above-referenced Complaint filed against this Commission by [redacted], I provide the following:
1. The payment made by [redacted] in December 2014, in the amount of $385.65, paid [redacted]’s account through...

December 2014, not through January 2015. This amount was paid after [redacted]'s water was turned-off for non-payment. The December 2014 account balance was $336.32 and a water reconnect fee of $49.33 was owed, which together equal the $385.65 paid by [redacted] in December 2014.2. The credit referenced by [redacted] in the amount of $49.33, was actually not a credit balance on her account as it may have appeared. When [redacted] made her December 2014 payment, a water re-connect fee of $49.33 was owed and paid at that time, as indicated above. Because of the timing of the printing of our billing statements, although the fee was owed when [redacted] came in to pay, the fee had not posted to the December billing statement before printing. So when [redacted] paid this sum in December 2014, in excess of the charges which actually appeared on her December billing statement, the $49.33 appeared as an overpayment or a credit on her January billing statement. Had the fee not been paid in December 2014, it would have appeared on [redacted]’s January 2015 statement, but it did not because by then, [redacted] had paid the fee. As indicated, this was a timing issue between the printing of our bills and the date in December on which [redacted] came in to pay.
3. The January 2015 balance on [redacted]’s account was $108.19, which included $82.52 of normal monthly charges plus an Administration Fee of $25 for maintaining a delinquent account. [redacted] paid nothing on her account in January 2015.
4. The February 2015 balance on [redacted]'s account increased by her normal monthly charges of $82.52, plus a late fee for non-payment. [redacted] paid nothing on her account in February 2015.
5. The March 2015 balance on [redacted]'s account increased by her normal monthly charges of $82.52, plus a late fee for non-payment. In March 2015, [redacted] paid $109.19 on her account, which was the balance owed in January 2015.
6. The April 2015 balance on [redacted]'s account increased by her normal monthly charges of $82.52, plus a late fee for non-payment. [redacted] paid nothing on her account in April 2015.
7. The May 2015 balance on [redacted]'s account increased by her normal monthly charges of $82.52, plus a late fee for non-payment. At this time, [redacted]'s unpaid account balance was $464.11. [redacted]'s property was placed on the turn-off list for May, as the result of her significantly delinquent account.
8. On May 6, 2015, [redacted]'s water service was turned-off for non-payment. After hours on May 6, 2015, [redacted]'s water services was resumed, based upon [redacted]'s representation to our after-hours phone service that she had made an auto payment to her account through her bank. An after-hours reconnect fee of $100 was added to [redacted]'s account.
9. On May 7, 2015, [redacted] was advised by our Accounts Receivable Department that water service may only be resumed for a cash payment to our Administrative Offices. This requirement is also stated several times in the turn-off notices [redacted] received prior to her service being terminated. MetCom staff advised [redacted] that because the bank transfer she made is not immediately available, she was required to bring the amount of $353.42 to our Administrative Offices that day, to avoid her water being turned-off again. This amount included the $100.00 after hours reconnect fee.
10. Based upon the above, [redacted] delivered a cash payment of $353.42 to MetCom’s Administrative Offices on May 7, 2015. [redacted] was evidently able to terminate the auto payment made through her bank, or the auto payment was never initiated. This payment brought [redacted]'s account current through April 2015.
11. At this time, [redacted] account charges have not been paid for May or June, 2015. These charges, together with the associated late fees, result in a currently outstanding balance on [redacted]’s account of $194.59.
12. In reference to the information provided above, I direct your attention to the account summaries attached hereto. The account billing dates for December 2014 through June 2015 are highlighted in yellow and the pertinent account balances and payments are highlighted in pink, for your convenience.
[redacted] clearly has a history of delinquency in the payment of her monthly charges for water and sewer services. This pattern of delinquency results in additional late fees and other administrative charges for [redacted],
Based upon the representations in her complaint, it seems that [redacted] does not understand that when she makes periodic and sporadic payments on her account, she is not paying her account current through the date of the payment. In fact, typically, when [redacted] makes a payment, her account remains 30-60 days in arrears.
Please do not hesitate to contact me should you require any additional information or should you have any questions. I may be reached at ###-###-####, ext. [redacted].
Very truly yours,Jacquelyn M.
General Legal Counsel / Public Affairs Officer

This letter is provided in response to your letter of January 31, 2017 regarding case number [redacted], filed by [redacted].We have no record of a phone call from [redacted] in October. When [redacted] called in late January she was advised that We Would transfer the account to the owner's name...

after we confirmed the information with the owner. The information was confirmed with the owner and the [redacted]'s account was terminated on 1/31/17 and the account put into the owners name. This account has a credit balance. This account was also charged a denied autopay fee which has been credited back to the customer.A refund in the amount of $133.13 will be mailed to the customer on 2/10/17.Sincerely,Rebecca *. S[redacted] Chief Financial OfficerCc: [redacted]