The Pittsburgh Water and Sewer Authority (PWSA)

Review: Hello,

I bought a house a year ago, I signed up for water and sewer. I kept receiving my water bills but not the sewer. I thought that they were combined items in the bill. Then in July I received a sewer bill for over 280.00. I bought the house in October and took till August to receive the bill. The weird part is the water bill was in my partners name but some how the sewage bill came in my name, not even sure how they got my name to be honest. I try and call them about this mistake and they can give a straight answer. I called and asked if the billing issue was fixed, and how do they know that, that was our correct amount of usage. They gave a veg answer. This has been an issue with them for a while. I have inserted some news articles. I as a consumer shouldn't be punished for their mistakes, and neither should the rest of the city. This company should be investigate and held responsible for their ignorance. Also the people like me that were billed so late shouldn't have to pay some made up amount.

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http://[redacted]Desired Settlement: I would like the PWSA to be held responsible for their mistakes. No business should be ran like this. If there is something wrong with a vendor or anything they should look into this. This is causing financial hardship to us because of their mistakes. There should be a civil Lawsuit against this company, for wrong billing and falsification.

Review: Failure to put in work order for water shutoff for 5 months after receiving disconnect notice to shut water off. Broken street valve, causing extensive water damage and loss of house. Pwsa still charging for water use. 5 months is not a timely manner to fix this problem and I was never notified of a problem on their end.Desired Settlement: Half of replacement of the cost of house and also not have to pay the bill for the water lost because of street valve problem.

Business

Response:

I am writing to you in response to the complaint filed by [redacted]. [redacted] on May 26, 2016. This customer requested that the water service be terminated on April 29, 2016 at the above service address. A residential shut-off request form was completed and returned to The Pittsburgh Water and Sewer Authority.The work order was not completed in a timely manner and this customer was charged. A revised final bill was corrected and sent to this customer. All penalties, interest and fees have been removed from the account. The account was credited $5,803.64 on June 3, 2016.The Pittsburgh Water and Sewer Authority consider this matter closed.if you have additional questions regarding this complaint please contact me at ###-###-#### or you may contact The Pittsburgh Water and Sewer Authority Customer Service at ###-###-#### or via email at [redacted]. Our office hours are Monday through Friday 8:00 am to 6:00 pm.SincerelyTanya G[redacted]Senior Manager Customer Service

Despite knowing of a water main break impacting several streets in Pittsburgh, the PWSA refuses to send anyone to check in on or fix the issue until 8a tomorrow morning. This is on top of inaccurate meter readings and price gougings that have impacted many of the same individuals who tonight have no water and are facing long wait times to file a request for service over the phone only to be told that they will need to wait until the morning for any hope of relief.

Review: RE: Account [redacted]

Once again, there seems to be a billing issue with PWSA. I have received a 10 day shut off notice in the amount of 538.48. My most recent bill, from 7/5/16 to 7/25/16 had a total amount due of $245.18. I have attached the bill. There is no reason that I should be receiving a disconnection notice for a past due balance of $538.48, when that is over double the amount of my most recent bill.

I spoke to Reggie who tried explaining to me that the disconnection was due to my balance from my June bill, which had amount due of 523.42, which doesn’t make any sense as to why my July bill had an amount due of 245.18. When I saw the bills come in, I assumed that PWSA had once again fixed an error in my bill.

This is the third time in the past 18 months that I have received a disconnection notice for a grossly incorrect amount. Please suspend the disconnection notice, and I will be making a payment for the remaining July balance of $170 within the next week. I just made a payment of $75 yesterday.

Also, I would like to bring to your attention that I have not received a bill for August. Please see the attachment statement where the last statement was issued on 7/5/16. I have also included an attachment called account overview where the amount due is $245.18.

I appreciate your attention to this on-going matter.

Thank you,

[redacted]Desired Settlement: For PWSA to honor the bills that they send. And also to send the bills correctly. After all of the aggravation, information and incorrect bills I want to start with a clean slate. I am willing to pay the $170 (the balance was 245, but I made a payment of $75.) balance going forward, but the mysterious amounts ranging from $500 - $1300 without any proof of why my bill is so high need to be take off completely.

Business

Response:

Re: Complaint Number [redacted] - Account Number [redacted]Dear Ms. [redacted]:I am writing to you in response to your letter dated September 6, 2016 regarding complaint number 11665384. In the letter Ms. [redacted] expressed concerns regarding the disconnection noticed that was issued and the past due baiance. PWSA has worked with Ms. [redacted] to provide multiple payment plans in order to avoid undue hardship.• On 10/3/2015 PWSA provided Ms. [redacted] with a six month payment plan for the past due balance of $479.53. Payments were made toward this balance in the amount of $155.90. Ms. [redacted] defaulted on the remainder of the balance in December 2015 and the plan was canceled.• On 6/2/2016 PWSA provided Ms. [redacted] with a second six month payment plan for the past due balance of $293.30. One payment was made in the amount of $48.89. Ms. [redacted] defaulted on the remainder of the balance in July 2016 and the plan was canceled.When the bill dated 7/5/2016 was generated a system error caused the payment arrangement amount to be deducted from the total amount due. The actual amount due was $538.48, but since the payment arrangement amount of $293.30 was deducted from this, the amount presented on the bill was $245.18. This was explained to Ms. [redacted] on 8/19/2016 and corrected on subsequent bills.Ms. [redacted] made a payment of $75.00 on 8/19/2016 which left a remaining balance of $463.48. Two additional bills have been issued since that time, in the amounts of $131.95 and $115.40. The current account balance is $710.83 (this does not include any collection agency balance).On 8/19/2016 I contacted Ms. [redacted] to discuss her concerns. At that time, Ms. [redacted] was offered a third payment plan and the account was removed from the disconnection list on 8/22/2016. PWSA reached out to Ms. [redacted] again on 8/26/2016 and left a message to set up the payment plan.We appreciate your business and PWSA considers this matter resolved.If you have additional questions please contact PWSA Customer Service at ###-###-#### or send an email to [email protected]. Our office hours are Monday through Friday 8:00 am to 6:00 pm.Sincerely,Tanya G[redacted]-W[redacted]Senior Manager Customer Service

Review: I am appealing a charge of $163.00 for missing remote meter reading unit (MXU) in my water bill from Pittsburgh Water and Sewer Authority (PWSA) from 05/18/2015. They are claiming that it was missing and they had to reinstall it and therefore they are charging me for it. I was never notified about the absence of it neither they presented any proof of it being missing.

After receiving these charges I located MXU on the side of my house and it did not look any different from the one that I had before. It was covered in dust and spider webs and did not look like it was recently installed.

I tried to contact them to resolve the issue but received zero cooperation from their part. They would not confirm serial numbers of neither “old” nor "new" MXU. They refused to share my account records in which history and description of such events would be documented. They also refused to send any of their service technicians to verify that it was not just a human error and MXU was indeed missing from my property.

I would also like to add that I live in a very safe neighborhood with a crime rate being incredibly low. I was never robbed neither was anything stolen from my property. No plumbing work was ever being performed at my property while I was living there. This MXU unit has zero monetary value unless you work in water utility industry.

I honestly think that these charges are totally unsubstantiated. PWSA cannot provide proof that my MXU was missing and therefore should remove the charge of $163.00. I am also afraid that if PWSA will successfully get these charges out of me then they will continue to do so in the future with other citizens.Desired Settlement: Removing $163.00 from my water bill for "missing MXU".

Review: Back in July I had sent a letter to PWSA without a satisifactory response . Due to Sewer damage from the Sewer located on [redacted] and [redacted] Ave. in [redacted]... My Basement carpet and a piece of my sports memorabilia was completely Ruined due to the water damage that yoir swere had caused. I had called 311 for 3 weeks and told them that water was coming in on my basement. Finally after the 3rd week PWSA had sent out a repair crew. They had to come back a second day to fix the damage. And right after the crew fixed the damage the water was no longer coming in to my basemenht. As I have explained to PWSA the Water startyeed coming in the day I called 311 and came in for 3 weeks straight as I was waiting for them to erpair it. There is no doubt that this damage is 100% due to the broken sewer on [redacted] and [redacted] Ave.in [redacted]Desired Settlement: I want to be reimbursed for the damagee that yiouyr broken sewer caused . I had already sent PWSA an estimate for the Carpet and the Piece of Sports Memoabilia that was ruined...

Review: Beginning in the spring of 2013, I started receiving my bill from PWSA sporadically. At one point, I went three months without receiving a bill. I contacted the on numerous occasions by phone and email, only to be told that I should contact the Post Office. Again, in November of 2013, I failed to receive a bill. In actuality, PWSA is my only bill provider whose bills fail to be delivered. All of my other bills and mailings arrive regularly. Am I to believe that the Post Office conveniently loses only PWSA mailing materials? Interestingly enough, I always receive their mailing for additional services and coverage.I am starting to suspect that the late fees they could charge would be a convenient reason for infrequent bill delivery. Furthermore, the company has no online accounting that would allow me to check the amount and date due. Without notification of the amount and due date, how is one supposed to pay the bill in-full and on-time? Even after addressing this issue with the company they refuse to accept any responsibility for the lack of notification they provide. This practice is unacceptable and my next course of action will involve an Attorney General Complaint.Desired Settlement: I would like a refund of any late fees or charges accrued during the months in questions (spring of 2013 and November/December of 2013) and I would like to be ensured that the company will take steps to investigate why my bill has arrived so infrequently.

Business

Response:

A written response will be sent to Mr. Rubeo on Tuesday, Januery 7, 2014. A copy of the letter will be sent to your office as well. Thank you,

Business

Response:

I was unaware of a toilet running in a rental. Number 1 problem: PWSA sent me no indication of abnormally high usage until my water/sewer bill amounted to $900. At that time, I asked PWSA to pull my water meter to test it since I was unaware of the leak. The service person sent did not turn off the water properly and removed the meter without turning off the water resulting in 1000s more gallons of water spilling on my basement floor (yes he did help to clean it up). After paying that $900 bill, my next bill was $1485 even though the toilet leak had been fixed. They would not credit me any amount for the water they spilled.

Review: I received a bill at the end of March beginning of April that was over $400 this was a 1 month bill no previous balance was on the account everything was paid up to date when I contacted the water company they said it was an actual reading and that the bill had to be corrected because it was actually higher than that and after they corrected it that's what they came up with after talking to several neighbors and business owners in the neighborhood I found out that I was not the only one everybody's bill in my neighborhood had doubled and tripled myself along with multiple others appealed our outrageous bills and our appeals were denied my average bill is $170-$180 there's no way it went up $300 that's just absurd I would have had to leave a sink or bathtub or both running all month long 24/7 to run my bill up that much it's just not possible even in the summer months when I fill my daughters baby pool up a few times a week my bill is not that high I received this bill at the end of March beginning of April and they told me it was from dec-January so why was I just receiving that bill and I pay a water bill every month if they're sending them out that far behind where was all my other payments going to it just dont add up and I don't think its right to expect people to pay almost $500 and in some cases $600 or more for one month of water there's something wrong with their billing system and it needs to be checked out because it's not fair to us to be expected to pay these outrageous bills and be threatened with termination of service if it's not paid in fullDesired Settlement: I would like the bill to be adjusted to the right amount

Review: Account # [redacted]. For two months now PWSA has failed to mail my water/sewer bill. I have called PWSA on two separate occasions and was told there were issues with their system and my statement would be sent out. I paid my February bill late because I was never notified I had a payment due, or the amount/due date. My PWSA online account has not been update with statements for two months now so I cannot check online for payment information either. I cannot keep paying my bills late because PWSA fails to send customers an itemized bill. I am not going to keep calling customer service, waiting on hold for 20+ minutes to ask a representative when my bills is due and how much. I was told on the last call which was March 20th that a bill was being sent out and a payment was due April 7th. I paid the bill online, but have yet to receive any statements in the mail or online (I have it set so statements are both emailed to me and mailed). PLEASE FOR THE LOVE OF GOD FIX THIS ISSUE! I simply want my bill sent to me ON TIME in the mail and via email. I pay all of my bills early and PWSA is making that very difficult when they do not send a billing statement.Desired Settlement: I want my billing statements sent to me on time, in the mail as well as online.

Review: I am writing on behalf of my mother who received a PWSA bill amounting to roughly 740.00 for two months with billing date from 11/12/13 to due date 12/30/13. Her bill normallyaverages 50-70 a month. I spoke with several customer service reps, all stating possible justifications for this increase: i.e. leaky pipes, running toilets, etc. all of which there were none. I was told to get a plumber, send his professional findings along with a detailed letter from us to the PWSA. We included in this letter a check for 150.00. This letter was sent on December 14th 2014.In the letter I explained that the Dept of Water and Sewage had changed all the water hydrants in the neighborhood, (one being several feet away from my mother's home) The DWS was there for at about 3 weeks. During and after this time, we would sometimes hear water running through the pipes which we assumed was from the DWS working outside with nothing to do with the house inside. After speaking with the PWSA, the basement was checked and there were no leaky pipes, running toilet, water on the floor, etc. The kitchen sink had always a minor drip but nothing to substantiate this bill. Still, I had my brother go into the basement and TURNED OFF ALL THE WATER VALVES.In Jan. 2014 I called the PWSA. They informed me of the letter/check receipt, adding all the account's penalties and interest charges had been waived. They noted the surge had stopped when the valves were turned off. We then received a form letter from PWSA on 1/15/14 an "Appeal of Actual Meter Readings" from their Customer Service Manager [redacted]. It stated their chapter 3 on water rules and regulations with the 'Water Exoneration Hearing Board' has indicated the PWSA are in compliance with billing procedures and the appeal was denied. The plumber noted that the DWS workers may have spun a stem valve causing water to run through our meter with underground water leaks between the water meter and the fire hydrant. Despite this the PWSA is intent on gouging.Desired Settlement: Bill Adjustment: The PWSA has not taken into consideration the average yearly household consumption here which has been constantly the same for years and this bill is unreasonable. I am requesting a reasonable bill adjustment for this unknown water loss. Their website has no personalized customer service to speak of.

I think by now the majority of the City of Pittsburgh's homeowners/ tennents depending on your lease, have had ENOUGH! It goes without saying how very unfortunate it is that City of PGH is forced to deal with a bunch of lazy slimes who don't care about their job details, all they can do is press a hold button, take their extra long lunches, work for years and demand to all I won't go down in the manhole just because, "Hey he doesn't want to and he simply won't do "! it! But yet they all collect their pay checks from the most flat out obvious crooked company we are forced to drink to! From the Bottom on UP ! There is not another Water/Sewage Company in the US that RUNS ON ENTIRELY CORRUPTION like PWSA DOES. They continue to make us take every month for years their dirty dealings, shady billing cycles, and can't even have their mail room do THEIR JOB! Sick of their Lies on top of lies. They are turning residents water off cause their employees don't know what to do with themselves all day!!!! It's a disgrace and we really don't have to take it anymore!!! I am thrilled beyond words for pending Class Action against suit against PWSA, it's about TIME! Most definitely the Attorney General needs to step in for sure. No wonder State of PA is in Debt! All the under the table pay offs and Sunday lunch meetings with a huge brown paper bag full of money! It's simply Disgusting! Needs to Stop...NOW!

Review: I closed on a house on July 25 of this year. Prior to closing, my Realtor provided me with a list of utility companies I would need to contact to set up services. My water company was Pennsylvania American Water, so I assumed my sewage would be handled through them since I received no information to the contrary.On Monday, September 24, I checked my mail to see a "10 day disconnection notice" from Pittsburgh Water and Sewage Authority. Prior to this time, I had zero contact with PWSA and had no idea that I was listed as their client.I contacted PWSA and after waiting 28 minutes on hold spoke to one of the rudest customer service representatives I have ever encountered in my life. In addition to interrupting me, she was extremely short any time I tried to ask a question. Through our tense discussion, I learned that the previous sellers provided my information to PWSA and my name was listed as the account contact starting July 18 (a week before I owned the house!). She told me that I had to pay and my only option was to go to their office or find a 7-11 to make a payment by that Wednesday. I made the payment on 9/22 at the 7-11 on Western Ave.On Friday, September 26, I found a 48 hour disconnection notice on my door. My online account did not show credit for the payment I had made five days before. As the office was closed, I had to wait to call until Monday. The representative I spoke with on Monday was extremely kind, and said that the bill was from months ago and should have been paid by the previous owner. She cancelled the disconnection notice and credited my account for the payment I made.I am appalled that PWSA has gone to such efforts to publicly shame and inconvenience me for a bill that was not even mine. My service should not be threatened because of the inaction of the previous owner. Furthermore, there is absolutely no reason that my account went uncredited for a week and would not have been credited had I not spent another 20 minutes on hold to talk to a representativeDesired Settlement: I would like a refund/credit in the amount of $61.02 ($52.03 for the bill that was not mine, $5 in ATM fees since 7-11 only accepts payments in cash and $3.99 for the service fee for paying at a 7-11).PWSA should also find a better way of dealing with their customers - especially new customers who did not know they are now PWSA clients. It would have been nice if my first interaction with PWSA was a welcome letter and not a termination notice.

Review: It has been more than a year since I have been receiving monthly bills for my sewage service through The Pittsburgh Water and Sewer Authority. The only bills I have actually received have been after I've contacted via email to request them. Each time I have been told that there are issues with their billing department. In January, I received a bill stating I was past due (a bill I didn't receive before the due date). I requested a bill again on March 29th and still have not received a bill. My bill is now going to be expensive rather than the typical $27 a month or so it usually is.Desired Settlement: I just want to receive full itemized monthly bills without having to contact the company every month requesting one. I have been requesting a bill since January with the most recent request on 3/29/16. I was told on 3/29/16 that the bills were behind but that I would receive one. It is now 4/30/16 and I still haven't received a monthly bill.

Business

Response:

Re: Complaint Number [redacted]Dear We are writing to you in response to your complaint letter dated May 2, 2016 regarding complaint number [redacted].The Pittsburgh Water and Sewer Authority (PWSA) is aware of the delays. We are addressing the issues preventing us from issuing bills in a timely manner. Due to the delayed billing, if the total balance due creates a financial hardship, PWSA will offer payment plans to customers based on financial need.Ms. [redacted] was recently sent a bill in the amount of $38.34 due on May 24, 2016. The last payment received on Ms. [redacted]’s account was for $172.58 on January 22, 2016. Her account is current.We apologize for any inconvenience this delay may have caused. PWSA considers this matter resolved.If the customer has questions regarding their bill, please have them contact PWSA Customer Service at ###-###-####, or via e-mail at [redacted] Office hours are Monday through Friday from 8:00 a.m. to 6:00 p.m.Sincerely,Tanya G[redacted]-W[redacted]Senior Manager Customer Service

Review: Since May of 2015, the PSWA has not been able to give me a correct bill. At one point, I was charged over 1000 dollars over what I owed. Below are the actions I took to attempt to resolve this ongoing issue.

1. I have called over 10 times and talked to customer service reps without and resolve to this issue.

2. I wrote 4 E-mails detailing this problem. The resolution was to send a service Tech to my house 3 times. Each time, none of the service tech visits resolved the problem.

3. The old meter was removed and a new one was replaced. When asked what the old meter read so that the actual amount of water usage could be established, the PSWA could not give me a reading. Therefore, there is a truth in billing issue. I have a picture of the old meter to document the actual usage.

4. My last complaint via E-mail sending the PSWA pictures of the reading on my meter went unanswered. It's been more than a week and a half.

5. When talking to the customer service reps, they tell me that this is my fault and I need to be more proactive about alerting them of the problem. Again, I have called almost every month (sometimes multiple times in a month) and sent 4 very specific E-mails detailing the issue. I'm not sure how that can be construed as not being proactive.

6. The PSWA still owes me water given that I over paid by 1000 dollars, yet I'm still receiving estimated bills.

7. I've asked to have a hold on my account until they resolve their issue and in light of them still owing me water. However, I"m told that I did not contact the "exoneration board" to have this done. No where on their webpage are there instructions to do this or documentation on the proper procedure for handling billing problems. I would have expected that all of the effort that I've spent on informing them of a problem would have been enough alert to fix this problem.Desired Settlement: I would like the PSWA to finally resolve the issue with my meter or problem with billing. I have no idea what is wrong with their system as every time I correspond with them there is a different issue proposed. However, I do know there are large gaps in their ability to properly bill me and handle the fact that their system is broken.

Review: Their billing system is always having issues, they never notify the customers (by mail or otherwise) any they just keep letting the bill pile up, I find it unreasonable that well over 1 year this cant be addressed?? they seem to think there is nothing they can do about it... I have received one bill from them about 7 mts ago and before that was 9 mts. I dont even know before that.Desired Settlement: I would like Pgh2o to take responsibility for dropping the ball and resolve this billing issue soon, before most customers bills become unreasonable again.

Business

Response:

Re: Complaint Number [redacted]Dear Ms. [redacted]We are writing to you in response to your complaint letter dated April 25, 2016 regarding complaint number [redacted].We are addressing the issues preventing us from issuing bills and will resume billing accounts on a monthly basis in the coming weeks. The Pittsburgh Water and Sewer Authority (PWSA) will offer payment plans to customers and there will be no penalty or interest charges. PWSA received a payment of $30.55 on February 7, 2016. There is no payment due at this time. Please accept our sincerest apology for any inconvenience this delay may have caused you.If you have additional questions please contact PWSA Customer Service at [redacted] or send an email to [redacted]. Our office hours are Monday through Friday 8:00 a.m. to 6:00 p.m.Sincerely,Tanya' G[redacted]-W[redacted]Senior Manager Customer Service

Review: Our PWSA bill is always around $65.00 until March 2015. The water company did not send us a bill, and I had to call to request a bill. When it arrived, the PWSA was asking for $1,225.42 When I called to complain several times, I was told that they just replaced the meter on March 18, 2015 and after many phone calls and complaints, the PWSA bill was back to normal ($65.00) the very next month....my bill has been normal ever since....but they want me to pay the outrageous amount of $1,225.42 . They made a mistake and want us to pay for it. 10 months later, I just received a SHUT OFF NOTICE in the mail and last night 01/20/16 I got an automated voice mail message (5 minutes long) threatening us with a 48 hour Termination notice. This is just about enough....Fix your problems and Fix my water bill.Desired Settlement: I WANT THE $1,225.42 TAKEN OFF OF MY PWSA BILL ...I DO NOT WANT MY EXCELLENT CREDIT TO BE RUINED...I DO NOT WANT A LIEN ON MY PROPERTY.... I want my water bill in the mail ON TIME....NOT LATE....I should not have to call and BEG for a bill....

Business

Response:

Re: [redacted] - Complaint Number [redacted]gh, PA 15201PWSA - Account Number [redacted]

Dear Ms. [redacted]:I am writing to you in response to your letter dated February 2, 2016 regarding the aforementioned complaint number. The Pittsburgh Water and Sewer Authority (PWSA) has resolved this matter through direct contact with Mr. Lapp on February 19, 2016. The circumstances as to why Mr. [redacted]'s account was erroneously billed for 79 thousand gallons of water were discussed. This account has been corrected and invoices have been provided to Mr. [redacted].Sincerely,Senior Manager Customer Service[redacted]

Review: I own properties in the city of pittsburgh and should receive 18 bills from pwsa a month. for 2 months I have gotten no bills. called 5 times, faxed 10 times. no bills and no return phone call. I need these bills to bill my tenants. others in this area are having same problem.Desired Settlement: bills---i want bills every month plus duplicates for months I did not get.

I THINK I MADE A MISTAKE ON PAGE ONE I DID FILE COMPLAINT WITH ATTORNEY GENERAL.

Review: The failure to honor a service estimate or agreement> Failure to appear on date of water service restoration.

The services provided resulted in additional damage> Destroyed a retaining wall and landscaping resulting in damage in excess of $1,500.

An unreasonable or excessive delay in completing service> Failure to appear on date and time of water service restoration several times.

An improper or inferior service>Water meter is broken and leaking inside the home. No way to stop water flow. No response from PWSA, failure to arrive for service.Desired Settlement: Finish the job. (restore service, replace meter, and correct retaining wall damage.

Repair, replace,, or cover damages done by PWSA on retaining wall and landscaping.

Honor appointments, answer phones, and provide some level (any level) of service .

Review: [redacted] I called PWSA on 3/12/14 at 2:50PM EST and spoke with [redacted] I inquired about the [redacted] charge on my bill. After being on hold for ~8 minutes, [redacted] came back and explained, or tried to, how this amount was calculated. It did not make sense based on my neighbor's bill which I am holding. They used 4K gallons of water and their [redacted] charge is $4.50. Mine is $14.50.The next issue on the bill was the REFUSE charge. In all of 2013, this charge was $37 PER MONTH. From November 2013 on, it has been $74. [redacted] said that it was based on the amount of water consumption per month which made no sense. Since my water consumption was higher in 2013 when another person was living here, I called her out on that, and she kept trying to speak over me. I had to raise my voice to get her to listen and she disconnected the call when I requested a supervisor.My neighbor's PWSA monthly refuse charge has been $18.50 PER MONTH in all of 2012, 2013, and the last two months of 2014. I want to know WHY I am paying 4 times the amount for refuse!!!Desired Settlement: I believe I am being over-charged on my bill and have been for all of 2010, 2011, 2012, 2013 and now again in 2014. I would like a review of my account dating back to 2010 since I believe I am due a massive refund. Pamela now is saying that I am being charged TWO on my bill. She has no idea what that means when I asked her and said she will call me back tomorrow.