Upper Leacock Township

[redacted] [redacted] I am rejecting this response because: Complying with PA Law was not addressed aLate Fees are above the max 18% per year bTime to pay is not a minimum of days cNo 'Grace period' of days after due date dCustomer is never responsible for payment if they have not received a billTheir response is not consistent: aMy note, dated Feb 22, said that I was not including the late payment because I had received the bill no earlier than 2/13/I also included my phone number with a note saying to call if there was a problem with thisUp until I called them on 4/28, 1045a, I was not aware that they had returned my call (Apparently my error as the voicemail was on my phone, un-listened to) bI called in before I paid the May 1st sewer bill (4/1045a) and was told they would not waive the late chargeBased on their response, I filed this complaint! Their stated policy is a direct contradiction to what I was told on the phone! I believe this complaint resulted in their phone call on 5/3/1:51p stating that they were removing the late charge cEnvelopes have no post-office cancellation dateThere is no proof as to when it was actually sentAs this has happened multiple times, I am rather suspiciousEnvelopes & Bills are available for examination dDebit: I have always paid my bills by checkI will continue to do so! They also assess a 3% fee if I were to use this service, and per call, are unwilling to process a payment by phone without assessing the same fees I don't want to be a jerk about this, but this is rather annoyingI've tried to pay these bills on time, even when I have to jump hurdles to get it to them on timeI am forced into their service and don't have a choice to use someone else, and they don't seem to care at all about their customers or the service they provide or about the complying with the laws regarding billing practicesThis could have been a simple fix when it first happenedNow, I am feeling like its time to put a little pressure on them to get them to comply with the lawThe original complaint, the late fee, appears to have been finally resolved, but based on their rude response to me, I'm inclined to push the issue a little further(and based on what I've heard from neighbors and friends, I'm not the only one this has happened to.) [redacted]

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I am rejecting this response because:
1. Complying with PA Law was not addressed.  a. Late Fees are above the max 18% per year.  b. Time to pay is not a minimum of 20 days  c. No 'Grace period' of 5 days after due date.  d. Customer is never responsible for payment if they have not received a bill.2. Their response is not consistent:   a. My note, dated Feb 22, 2017 said that I was not including the late payment because I had received the bill no earlier than 2/13/2017. I also included my phone number with a note saying to call if there was a problem with this. Up until I called them on 4/28, 1045a, I was not aware that they had returned my call (Apparently my error as the voicemail was on my phone, un-listened to)   b. I called in before I paid the May 1st sewer bill (4/28 1045a) and was told they would not waive the late charge. Based on their response, I filed this complaint! Their stated policy is a direct contradiction to what I was told on the phone! I believe this complaint resulted in their phone call on 5/3/2017 1:51p stating that they were removing the late charge.   c. Envelopes have no post-office cancellation date. There is no proof as to when it was actually sent. As this has happened multiple times, I am rather suspicious. Envelopes & Bills are available for examination.   d. Debit: I have always paid my bills by check. I will continue to do so! They also assess a 3% fee if I were to use this service, and per call, are unwilling to process a payment by phone without assessing the same fees.  I don't want to be a jerk about this, but this is rather annoying. I've tried to pay these bills on time, even when I have to jump hurdles to get it to them on time. I am forced into their service and don't have a choice to use someone else, and they don't seem to care at all about their customers or the service they provide or about the complying with the laws regarding billing practices. This could have been a simple fix when it first happened. Now, I am feeling like its time to put a little pressure on them to get them to comply with the law. The original complaint, the late fee, appears to have been finally resolved, but based on their rude response to me, I'm inclined to push the issue a little further. (and based on what I've heard from neighbors and friends, I'm not the only one this has happened to.)
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On Friday, February 24, 2017 we received [redacted] payment for his February 1 Sewer bill. This bill period covered October 15, 2016 to January 15, 2017. We have a very structured routine of reading meters, billing and due dates. The bills are calculated, printed, and mailed close to the...

last day of the month. The bills have a due date of the 15" of the month. On Friday April 28, 2017 we received a call from [redacted] saying that he was not going to pay the late fee because he received the February 1* bill by the week of 2/13/2017.In that phone call we explained to him the following:- 1. He should get his bili by the 1“ of the month. - - - - -The billing cycle of his location - February 1, May 1, August 1" and November 1", if for some reason he does not have his bill by that time, he can call the office.3. We offered Direct Debit - Our office will debit your bank account on the 12" of the month thatyou are billed. You never get a late charge.4. Every water and sewer bills have payment information on the back saying Upper Leacock Township is not responsible for mail delivery. Your failure to receive your bill will not be considered an excuse for (non-payment) of charges or waiver of penalty.September 1997- Upper Leacock Township Authority decided to adopt a policy that if a person receives a delinquentletter and insist they never received the original bill the office will review their payment record, if they have always paid on time then they will not have to pay the late fee for one time only. May 3, 2017 we received his May 1' sewer bill payment with a note from [redacted] saying he will not pay the late fee from February 1 bill. Based on the policy placed in September 1997, we abated the penalty because of his good payment record. We called [redacted] to let him know about it. We did not hear anything else from him till we received the letter from Revdex.com - The Revdex.com.Please be advised that we will continue to follow the above stated policy and not establish a precedent whereby customers think that by simply contacting your agency, they can avoid the assessment of late fees.Sincerely,