Wayne Water Districts

Wayne Water Districts refuses to return security deposits, makes excuses, Shady business practices.I closed my account back in March 2014. I was told 10 WEEKS for a security deposit. TEN WEEKS?! We aren't given 10 weeks to pay a security deposit, why should we have to wait 10+ weeks to have it refunded? This is supposed to be a professional utility company, that provides service to entire cities, including our service members, and yet they pull this garbage on us? It's down right disgusting that these people are allowed to continue to practice business with such horrible customer service. There are other complaints on this site about this company, all about the SAME ISSUE. Someone needs to do something about this.Desired SettlementI want my security deposit refunded. Honestly, with the length of time involved, they should be giving us INTEREST on the deposits that they refuse to return.More info received from the business 2014-06-17Customer's final bill was mailed 4/3/14, her deposit refund was mailed 6/12/14 exactly 10 weeks later as she was told. We never refused to return her refund. Her refund did not include interest, but it was $3.95 more than what her final bill stated it would be due to corrections that we have to make manually on some accounts due to software conversion & timing of meter change outs. These manual corrections are the reason for the 10 week turn around on refunds. As the software/meter projects are completed during 2014, these manual adjustments will be eliminated and refund time reduced.

We have been on the receiving end of a deposit refund run-around.On December 19, 2014, we moved from one water district to another. It was our first time moving from house ([redacted]) to house since we got here, so we went to the water company to have our service switched from one house to the next. When we got there, we asked to switch. Simple enough, right? No, we weren't even greeted by the lady behind the counter. She was rude and miserable on both of the occasions we ended up speaking with her. Rude to the point where it makes you mad. She said based on our address that we would have to have our original deposit returned to us and pay another for the new address because of a switch in water district. We asked if we could just transfer our deposit over and were told no. A really inconvenient policy, but that's beside the point. We paid the new deposit and were told we would receive our refund in 8-10 weeks. 10 weeks went by, so we went in inquiring (again meeting this rude and miserable lady who shouldn't even be in customer service to begin with based on her attitude alone). We were then told 8-14 weeks. Wish we were given the correct information the first time we went in. Although to even have to wait 8 weeks is ridiculous. It has now been past the 14 week mark (March 30, 2015) and we still haven't received our refund check. Between the customer service we recieved and their policies, I think this company needs to review their employees and policies. We didn't have 8-14 weeks to make our new deposit, so we shouldn't have to wait 8-14 weeks for a refund. Desired SettlementI'd like to get the refund we are entitled to within the next week.Business Response Contact Name and Title: [redacted], Office ManagerContact Phone:[redacted]Contact Email:[redacted]The customer is correct in the fact that the deposit could not be transferred from one address to the other. We are 5 different districts (5 seperate legal entities) operating under one roof and all funds & transactions for each district are maintained seperately. This includes deposits which are maintained in 5 seperate escrow accounts. If customers move from one location to another within the same district, deposits are transferrable because the escrow account doesn't change. However, in this case, the customer moved from one district to another, so a deposit had to be made to the new district & the previous district had to issue a refund (less the final bill). Unfortunately, these are internal operations not seen by the customer, but are required for audit control.The deposit refund process doesn't begin until the final bill is sent (each district bills once a month). In this case, the customer disconnected on 12/19/14, but the final bill was sent on 1/1/15. The timing between disconnect & final bill is suppose to be where most of the lag time comes in on refunds, but other factors do play into it. Unfortunately, this refund did not go out when it should have. The customer contacted our office on 3/30/15 inquiring about the refund, the account was researched & the refund check was issued in the next batch of checks on 4/6/15. The customer was also given a $10 courtesy credit on their current account for 2 late fees they had been charged.Since the notes in our system indicate 2 different employees assisted this customer, at this time, we can not determine which employee was unsatisfactory, so we can ony apologize for the customer service side of this complaint and we will be sure to make note and watch for poor performance of all our employees in the future. We will add, the teller who assisted the customer on 12/19/14 had recently been hired and was still in training at that time and honestly, this is the first we have heard of her being "rude and miserable". As a matter of fact, now people often wait for her teller line to be free just so she can wait on them. So again, we can only apologize if she was having an "off" moment or maybe some insecurites during her training period (being assisted by trainees often gets customers "to the point where it makes you mad"). However, we will be sure to offer her additional customer service training should we see more of those moments. The lady who assisted the customer on 3/30/15 is the one who handles deposit refunds and while the notes don't indicate anything other than the customer making an inquiry about the refund & that it didn't process timely, the refund was processed & the check issued in the next batch. We don't want customers to experience poor customer service at any time, therefore we recommend, if a customer has received unsatisfactory service from anyone in our office, please contact management immediately. It is much easier for us investigate and handle these circumstances appropriately as they happen.

Was told 8-10 weeks to get deposit back, its been 10 weeks and all Wayne water does is transfer me to different voicemailsOn 4-2-15 my water was disconnected where I moved. I have the disconnect paper I signed and was advised it would take 8-10 weeks to get my deposit back minus the current bill which im owed 150.00 and some odd cents. I have been calling all this week about my deposit for today makes 10 weeks exactly. Every time I call they tell me they have to send me to someone that can help me and the same with the next I talk to. Finally after being transferred 3 times at least each time I Call they send me to someone's voicemail, which I finally left a voicemail today. I just want my money that is owed to me yet if I owed them they would have already sent me over to collections. I even called their billing place that prints their bills today and I was advised that I still have the 150.67 credit on my account and a check to me has never even been cut. I just want to get my money back I could use that money on my new current water bills.Desired SettlementI just want a check cut in what is owed to me so I can go to the water company and pick it up so It can help me with my current bills since im on a fixed disability income.Business Response The account received a final bill on May 7th and her deposit refund will be processed this week...unfortunately, the refund process is lengthy as our employees review the discontinued accounts from inception to when they are disconnected to make sure all charges to the account were correct and the amount being refunded is correct. [redacted]District Manager

Will not refund depositWe sold our house at [redacted] on June 16, 2014 because we are military moving to [redacted]. I have called 10 times asking for my $100 deposit back. After leaving voicemails and waiting on hold I receive the same answer answer "it takes 8 weeks for a refund". It has been 13 weeks and now and I am 5 days away from leaving for [redacted] and still haven't received anything. I called to check again today and was told again that it takes 8 weeks and only the manager can refund deposits.On a seperate note, this is the worst utility I have ever seen. They will turn your water off without a phone call after repeatedly sending the bill to the wrong address. On a scale of 1-10 their customer service is a zero.Desired SettlementI will be in [redacted] by the time you guys resolve this issue. Please send my deposit to my wife's mother, [redacted]Email me at [redacted] if you have any questions. I will not answer my previously listed phone number since it won't work in [redacted].This utility screws people all the time by turning people water off and then not turning it back on right away. Thanks [redacted]

I have not received a credit due since December 31, 2013.On December 31, 2013 my fiancé requested to have service in his name. On the same date my account was closed and his began. After several attempts on retrieving my $180.00 refund, it has been 14 weeks and I have still not received the credit. [redacted] and I have spoken on several occasions regarding the refund. On 3/28/2014 I was told my refund could be picked up or mailed (my choice) on Monday 4/2/2014. I returned [redacted]'s phone call on Monday advising her that I would like the check mailed. On 4/4/2014 I was notified that [redacted] did not receive my voicemail. I was told the check would be out as soon as possible. It has now been 14 weeks and nothing seems to be done. The diligence of this acency is quite disturbing. When paying my deposit I was not given the option of waiting 14 weeks to pay in full, but Wayne Sanitary District has the option of taking 14 weeks to refund the money I paid? I do not believe business should be handled in such ways. Desired SettlementI would like the refund I am owed. - More info received from the consumer 2014-04-21I have since received my refund check. I find it disturbing that I had to contact the Revdex.com in order for a refund that I was rightfully owed be processed. The practice of Wayne Water Districts is pathetic.

I haven't received my deposit. It has been 7 months since I closed the account. I have been contacting the water office since September with no luckIt's been over 7 months since I moved(account [redacted] closed July 1, 2013) and I still have yet to receive my deposit. I've been calling since September and have gone in several times to inquire about the check. Every time I speak with someone I am told that the check will be going out that week. Well it's now February and no check! I have reached my limit of patience, as today I called again and was told it was being mailed out today. I will now be contacting the legal office on base. Never have I experienced such poor customer service! Desired SettlementI am looking to receive my deposit back from a closed account. The account is for: [redacted]Business Response Unfortunately, there was a delay in processing this customers deposit refund due to conversion/training issues with our billing software. Customer closed account the same day we moved into new building & went live on new billing software. The final bill on this account went out 7/25/13 at which time the refund process should have started. Customer personally picked up refund check on 2/7/14. Customer has a current account with us also and all late & service fees charged during the period she was waiting on this refund were credited on 2/7/14.

Refund of deposit not issued in a timely manner.I shut off my water due to the sale of my home on Dec 9th, 2015. At that time, I asked when I would receive a refund of my water deposit. I was told that a check would come in the mail at 12 weeks and if I hadn't received it, to call back. At 14 weeks, I called and was told the 12 weeks was from the date that I received a letter in the mail from them showing that they owed me a refund. This occurred in sometime around early/mid January, 2016. It is now May 2016, and I have yet to receive a check from the company. When I called today, I was told that someone would check on my refund and call me back. Additionally, it was noted that some people hadn't received their checks yet at 17 weeks so I shouldn't be too concerned. I personally don't think this is a satisfactory response. 12 weeks or more is not an acceptable business practice.I voiced my concerns about the delay on [redacted] in order to see if I am the only one having this issue and at least 3 other military friends (thus far) noted that they had never received their refunds either. Some of these folks moved 11 months to over a year ago. I'm willing to bet there are many more that are in the same boat and either forgot about their refund (due to the huge time lapse) or just gave up hope on receiving it.Desired SettlementI would like my money refunded as soon as possible.