Complaints

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• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  District Number 1, They have turned my water off two months in a row. I have United Healthcare I have a U card from the insurance and I get $205.00 a month I pay for groceries, utilities, or OTC product. Two months ago they paid the water company and the water company denied the payment, and they will not accept payments from a community out reach. I had everything cleared up Friday and now they turned my water off, it is a $75 dollar reconnection fee every time they connect the water. I am disabled and I would like my water turned on.

  Business Response

  Date: 08/01/2023

  Thank you for your help.   Below is my response to Mr. ***** *****'s complaint, which was assigned an ID of ********.  

  
  

  When Mr. ***** was locked for non-payment in June (for May water), he wanted to pay with a United Healthcare card.  We were not familiar with them or their procedure.  Our system did not recognize or accept the account numbers he provided.  We told him we could not accept that payment.  He was irritated with us then, but came up with an alternative payment. 

  
  

  He was delinquent again in July (for June water) and tried to tell us he had United Healthcare and they were going to pay his bill.  We told him again we could not accept that as payment.  It's not that we don't want to, but our system does not accept them. We only accept Visa, MasterCard, Discover.  His card has an extra digit that we have no way of entering. 

  
  

  After Mr. ***** failed to make his payment by the deadline, he was disconnected for non-payment again.  Unbeknownst to us, he had contacted Community Outreach and was told they would pay his bill.  Neither Mr. ***** or Community Outreach relayed this information to us.  Community Outreach told him they had paid us, but did not tell us they were mailing a check or voucher.  Their usual procedure is to send a voucher with the customer and the customer delivers it to us.  We accept it and wait for the payment.  This never happened, for whatever reason.  

  
  

  After Mr. ***** was locked, he called, very upset because he thought Community Outreach had paid.  We called CO and was told then that it had been mailed.  We work closely with Community Outreach and when they tell us they are paying for a customer, we honor their word until the payment is received.  Even though we had not received their payment and/or voucher, we were told they would mail a new one.  We then unlocked Mr. ***** and waived the reconnect fee.  That was all on the 27th. The same day he filed his complaint. 

  
  

  As of this date, we are still waiting on the payment from Community Outreach. Mr. ***** will have a new bill sent out tomorrow.  It is not delinquent until after August 15^th. 
  

  
  

  ^{If you need more information, please let me know.}  

  
  

  ^{Thank you.}

  
  

  ^{Sherri Simmons}

  ^{General Manager}

  ^{CPWSD#1 of Vernon County, Missouri}

  ^{3414 E Austin Blvd}

  ^{Nevada MO 64772}

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