Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/15/2024

  Type:Billing 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.

  I am the community manager for Travata and Montage in *************************. Travata and Montage had a leak in June and July and we worked with the community landscaper to correct the issue. Once the leak was fixed we contacted ***** to ask for an adjustment on the bill. We could not talk to someone over the phone and it took several attempts to actually receive confirmation of the adjustment using the website chat. ***** at ***** confirmed that "we will send out the form for the adjustment. Please fill it out and send it back to us. The adjustment will be on the 07/04/2024 and 6/09/2024 bills. I confirmed the mailing address as we were advised they could not email us or link us the adjustment form. it has been 2 months and no form has been received. I can not get a hold of someone to confirm that the form was sent or that the adjustments have been made.

  Business Response

  Date: 10/18/2024

  Hello,

  We spoke to Ms. ****** today and this has been resolved. Ms. ****** will be receiving an email of our Leak Adjustment Program in which she will need to complete and send back for processing. 

  Thank you,

  ****
  

  Customer Answer

  Date: 11/04/2024

   I apologize as I did not receive the previous communication. Thank you this complaint has been addressed by the business and can be considered closed. 

• Initial Complaint

  Date:10/04/2024

  Type:Billing 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.

  OUT OF MY HOUSE FOR MONTHS DO TO A FIRE AND A COUPLE OF DAYS AGO I RECEIVED A THREATNING LETTER FOR OVER USE OF WATER. MY WATER BOX IS TURNED OFF AND WAS RECENTLY TURNED BACK ON BY HOME REPAIR FOLKS.. YOU CLAIM TO BE OPEN UNTIL 5PM! I WAS ON TERMINAL HOLD X 25 MINUTES AND TRIED YOUR JOKE OF A CHAT LINE WHICH ALSO IS DOWN. NO EXCUSE FOR THE **** AND **** POOR CUSTOMER SERVICE I WAS SUBJECTED TO AND I AM DISPUTING THIS OUTRAGIOUS CHARGE. I DEMAND TO BE CONTACTED ASAP BY WHOEVER IS IN CHARGE OF THIS NONSENSE! I WANT TO HEAR FROM YOUR CEO AS WELL. I HAVE NEVER HAD A WATER BILL THIS HIGH AND TAKE A LOOK AT MY DEAD YARD AND BUSHES IF YOU DOUBT THIS! I HAVE BEEN YOUR CUSTOMER FOR DECADES AND CANNOT UNDERSTAND WHY THIS IS HAPPENING. I AM DISABLED AND DO NOT USE WATER LIKE THIS.I WANT THIS INCIDENT ESCALATED TO THE HIGHEST LEVEL AND I DEMAND A WRITTEN RESPONSE

  Business Response

  Date: 10/14/2024

  Good afternoon,

  I wanted to follow up to advise that we are currently working with Mr. ***** on this situation. We mailed him our Leak Adjustment Program form. Once he completes the form and sends back to the office, the senior representative will follow up with him. 

  Thank you,

  ****

• Initial Complaint

  Date:10/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  this complaint is about a lien that was placed on my property from las vegas water company they said that i had a leak on the property, this caused water to continue to run even though i never had no water property in or outside, without a doubt i believe the construction that was going on right in front my home, even when i tried to speak with the agents all they would ever say is pay what you can, they kept increasing the amount of water wasting as they call it never once was my water cut off until they reached the max amount of ******* close to five grand for water , this property is my only home i'm retired and have no other resources, i borrowed money to find a plumber company to knows about leaks ,they cut my water service off in june my complaint is that this company got that bill to the point where it was impossible to pay so they could place a lein on my property but it do not end there because the still have a balanec on my account that's close to ******* in all the years i have lived nothing like this has ever happened to me prior to this my bill never exceeded ***** there is only myself and one other person living in the residence. i feel like this is unfair. if the was any other utilty company i no way they would have continued service without terminating the service this price gouging on a senior citizen who have always pain his bills and would never not pay his bills.

  Business Response

  Date: 10/06/2024

  Hello,

  We spoke to contact ****** ***** who filed the complaint. We did offer to delay the lien from going to tax roll until June 2026. 

  Ms. ***** understood and will speak to Mr. ********* to confirm how much they are going to try and pay on the account. We are working with them.

  Thank you,

  ****

  Customer Answer

  Date: 10/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:09/30/2024

  Type:Billing 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.

  We keep getting hit with excessive water charges, even though we are following their guidelines. I have a half an acre of property with large mature trees, plants and grass. I dont understand how they can put us on a fall watering schedule when the temperature is still over 100. My lawn is all but dead. This is ridiculous what they are charging. I dont see how this is a one size fits all situation. They should not expect me to use the same amount of water as a household that does not have a yard. Its unfair. I also have five children- that is five times the amount of laundry and five times the amount of showers Im tired of being charged for excessive use Just for using water in a normal way. Two months prior to the bill I uploaded, my water bill was in excess of $600-Somebody really needs to investigate this!

  Business Response

  Date: 10/03/2024

  Good afternoon,

  Our Senior Customer Care Associates has left several messages for Mr. Ashworth to return our call on the telephone number provided. 

  We would like to review the water consumption at the property. 

  Thank you,

  Chad

• Initial Complaint

  Date:08/27/2024

  Type:Billing 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.

  I am writing to formally lodge a complaint against the Las Vegas Valley Water District (LVVWD) regarding improper billing practices and the handling of my accounts.Details of the Complaint:Backdating of Service Date: I purchased a home and did not receive the keys or occupy the property until I called LVVWD to open my account. Despite this, LVVWD backdated the start date of my water service without my authorization. I believe this practice is unfair and unethical, as I should not be held responsible for water usage prior to my occupancy of the property. I am demanding that my account be billed only from the date I called to open the account, which accurately reflects when I took possession of and began occupying the property.Automatic Payment Removal: I have two different accounts with LVVWD, and I have noticed that they have repeatedly removed my automatic payment setup without my consent. This deliberate action has caused me to incur late fees unnecessarily. I believe this is a deliberate attempt by LVVWD to generate additional revenue through late fees, which is both unethical and a violation of my rights as a customer.Deposit Requirement: Due to the repeated inconveniences caused by LVVWD's improper handling of my account, I am also demanding that the deposit currently held on my account be removed. The deposit was initially required as part of the account setup, but given the repeated errors and lack of customer service on the part of LVVWD, I believe it is only fair that this deposit be waived.

  Business Response

  Date: 09/04/2024

  Good afternoon,
  
  In speaking with ************************, we did advise that it is not our practice to shut off meters, and that owners per Clark County Records are responsible for water usage from the date the deed records which would be 6/6/2024.
  
  As a courtesy, we removed the second deposit on the account. We are unable to remove any late fees which occurred due to his prior autopay complaint from 2/27/2024.
  
  *********************** was not satisfied with the outcome and stated he will refuse to pay the bill for the property. He stated he will pursue further complaints with the BBB.
  
  Thank you,
  ****
  

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22200707
  
  I must strongly disagree with your response and conclusions regarding this matter.
  
  Firstly, while the property may have been recorded on June 6, 2024, I did not take possession until August 8, 2024. Prior to that date, the previous owner had already called to cancel the water service. It is unacceptable that your company failed to shut off the service after their cancellation request. Additionally, there was a water leak during this period, for which I should not be held responsible, as I had not taken possession of the property nor requested any services from LVVWD.

  It is unreasonable to expect me to bear the cost of services I never requested nor authorized, and I therefore demand that all charges incurred before August 8, 2024, be credited to my account immediately.

  Secondly, your repeated removal of my autopay is another significant issue. I have provided evidence showing that the autopay feature was removed without my consent, leading to late fees. I was under the impression that the payment would be processed automatically, and your systems failure has caused unnecessary financial penalties. These late fees are a direct result of LVVWDs error, and I demand that all late fees be credited back to my account.

  If these issues are not resolved promptly, I will escalate this matter to the BBB,  regulatory bodies, and explore legal options to ensure a fair resolution. I expect a formal response confirming the removal of these charges and fees, as well as assurance that my autopay will remain active without any further disruptions.
  
  Thank you for your attention to this matter.
  
  Sincerely,  
  *******************************

  See attached pictures this auto payment cancellation its every month. I can send more if you need me to. 

  Business Response

  Date: 09/09/2024

  Per our Service Rules, Section 5.5 states the following responsibility as the owner.
  
  Responsibility.
  
  a. Bills are due and payable upon the applicable due date.When a bill is delinquent, the District may discontinue water service in accordance with the Service Rules. Water service will not be re-established until the delinquent bill, fees, or charges have been paid in full.
  
  b. Before having to resort to termination of service, if a customer fails or refuses to pay an outstanding bill, fee, or charge, the District may decline to provide service at the same or another location until payment has been made. The District may require the owner of a property, as shown on the records of the county assessor, to sign for service and pay any past due bills to that property when a tenant fails or refuses to pay an outstanding bill, fee or charge, or resolve ongoing water waste.
  
  c. Outstanding bills, fees, or charges are owed by the customer to whom the service was provided and the owner of the property, as shown on the records of the county assessor. Outstanding bills, fees, or charges also constitute a lien on the property, which will include associated costs such as recording fees. The District may apply deposits to bills, fees,or charges that have not been paid.
  
  As for autopay, this application is customer driven. The payment amount due exceeded the maximum payment limit defined which you setup in your autopay.
  
  Thank you,
  ****
  

• Initial Complaint

  Date:08/26/2024

  Type:Billing 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.

  In July I received a water bill in the amount of $426.49. In August I again received a water bill in the amount of $602.86 for August.My water bill was on Auto-Payment however, the limit included in the autopay was $250. This limit was based on the historical usage of water. The highest water bill in the last 12 months was $168.67. Since the bill was over $250, there was no attempt to execute the AutoPay. This caused additional penalty on the bill. I was on paperless billing and never received an email regarding the autopay or the late pay!I checked for leaks and the water meter is not moving when there is no water consumption in the house. Therefore, I am confident that there is no water leak in my property.As a matter of fact, we were not at home in July! We took a trip to *******I am attaching the Payment History which depicts the last payment of $1046.41.I have recorded the meter and checked it again after 3 hours and the meter did not move! Some of the plants in my yard also dried due to the harsh summer temperatures! I have no explanation to the amount of this water bill which is over $1,000. I request from the water company to find the issue in their billing or metering equipment. This bill is totally out of the ordinary and insane!

  Business Response

  Date: 09/05/2024

  Good morning,
  
  Mr.************, contacted LVVWD customer care office 08/26/24 regarding billing concerns at premise address *********************************** The customer was upset due to high bill which was determined to be a result of high-water usage. It was explained that the cause of his high bills was the result of irrigation clock settings. At the time of the call, his average daily usage is roughly ***** tgals daily.
  
  After speaking with a customer care agent, ******************** reduced his watering clock on 08/26th to 3x a week for 10mins. Since the decrease of his watering times, he is now averaging between 930-1,060 tgals a day. This is a reduction of over ***** tgals a day,the customer was satisfied with the information and explained that he will contact LVVWD if he has any further questions or concerns.
  
  Thank you,

  ****

• Initial Complaint

  Date:06/03/2024

  Type:Billing 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.

  I'm a Trustee of the property ************************************************* live in ********** at *****************************************. I do not receive any billing at my address and only go to the Las Vegas residence every 6 months. As I'm a dialysis patient in **********. I had on this account an automatic payment set up. Since the credit card used was in good standing and paid off every month and I never got a declined message from my bank, I assumed the bill was being paid on a regular basis. Imagine my surprise when I visited the property and found letters to the contrary! A ****** bill with many late fees!! I checked with my bank and they have no record of my card being declined. I have excellent credit, and have paid off said **** in good faith. I also changed my auto pay to reflect a better pay method in the future However, I feel all late fees should be reimbursed to me. As I think there was an issue with their billing. They should also allow me to add my current address for any future billing issues.

  Business Response

  Date: 06/04/2024

  Good afternoon,

  The account holder *********************************** has been deceased since 03/08/2017 and there was no notice to LVVWD. The account was left in ******************* name while being managed by her daughter ********************.
  
  ******************** is not financially authorized on the account, created an online profile registered the account and for autopay.  The pay account is closed, there monies were not being drafted bill statement were being delivered to an email address.
  
  ******************** has opened an account in her name, as a courtesy, some fees were waived on her mother ******************** account prior to her paying the difference on 06/02/24.

• Initial Complaint

  Date:06/03/2024

  Type:Billing 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.

  Dear, BBB my name is ********************* owner of 5281 ******* St Las Vegas ***** LVWD account number *********** cell phone number ************. I am writing this complaint against Las Vegas Water District for wrong doing, malpractice, misleading information and hidden fee on my water bills this what happen I had been paying my water bills on time since I moved to my house in March 4, 2021 I always pay the full amount of my water bills for the last 2 years however today June 1st 2024 I got a bill for $287.84 which states that i own them this money do to Bill corrections and adjustments this is no more than malpractice, wrong doing, misleading information and hidden fee from Las Vegas Water District because I already paid them all the bills in the amount that i was bill now they send me this new bill of $287.84 base on usage estimate unacceptable it doesn't work that way I ask BBB to help me I get a resolution to this problem because I disagree to pay Las Vegas Water District this hidden fee. Thank you. Sincerely *********************.

  Business Response

  Date: 06/04/2024

  Hello,
  

  A senior representative reached out to **************** and explained our service rules in support of the rebill.

  In speaking to ****************, we used a lower average daily which resulted in a lower bill. A 24-month payment arrangement was created for the remainder balance.

  Thank you,

  ****

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21789652
  
  I am rejecting this response because: Las Vegas Water District is overcharging me for something that is not my fault it's their responsibility to make sure their water meter clock is working properly why it took them 18th months to find out and fix a malfunction meter they I just replaced it last month now they  are using last month water bill to make a false bills for the last 18th month wrong doing I disagree with this. I am also sending a copy of their charging policy I don't see they have the right to go back 18th month to refill me.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/04/2024

  I am sorry that you are not in agreement and apologize for the inconvenience. We reviewed your account after you called in and used your current average daily usage as a courtesy to reduce some of the consumption.
  
  Our Service Rules state the following:
  
  8.8 Billing Errors.
  Correction of billing errors shall appear on subsequent bill statements. The district will make retroactive bill corrections for a period of no more than 18 months.
  

  Customer Answer

  Date: 06/04/2024

  This Las Vegas Water District charges in information I don't see where it states that they ca rebill me again for 18th months 

  Customer Answer

  Date: 06/04/2024

  This Las Vegas Water District charges in information I don't see where it states that they ca rebill me again for 18th months 

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21789652
  
  I am rejecting this response because: they over charge me I offer $120 no more to resolve this problem that Las Vegas Water District create in a bad faith.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/05/2024

  Unfortunately, we have explained our position, and no further adjustment will be given. 

• Initial Complaint

  Date:05/04/2024

  Type:Billing 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.

  The late fees are exorbitant. On a $28 bill, there is a 4% fee and a $20 delinquent fee. The paperwork or phone messages they sent only had my ten digit account number with which I couldnt make a payment. You need the 11 digit account number. They are hard to reach by phone. I replied many times to their phone messages as instructed (with key word HELP) to no avail. If they had given me the correct account number, I easily could have made a payment. Im not saying the bill shouldnt have been paid, but they made it difficult and the fees are exorbitant.

  Business Response

  Date: 05/07/2024

  Our records indicate a paper bill was mailed each month up until the account status changed on 5/3/2024 from paper to paperless. On the bill, it displays the check digit. When making a payment through our interactive voice response (IVR), the check digit is not needed. A payment was made through our IVR system September 2023. Another payment was not made on the account until May 2024. We did reverse one late charge and delinquent processing charge as a courtesy to the account. Thank you!

  Customer Answer

  Date: 05/07/2024

  They reversed maybe $40? in fees after I asked them several times. The fees add up to $30 each month, which is equal to the water bill of about $30. My total usage of water is about $15 monthly and with service fees it is $30. So over 6 months, it is likely about $180 in fees. I made a payment, but it was a large payment ($350) that would be equivalent to almost a years worth of the water bills. The fees are killing me. They are exorbitant and I cannot cover them all. There is no reason to charge $30 every month in late fees. 

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21662804
  
  I am rejecting this response because:
  

  They reversed maybe $40? in fees after I asked them several times. The fees add up to $30 each month, which is equal to the water bill of about $30. My total usage of water is about $15 monthly and with service fees it is $30. So over 6 months, it is likely about $180 in fees. I made a payment, but it was a large payment ($350) that would be equivalent to almost a years worth of the water bills. The fees are killing me. They are exorbitant and I cannot cover them all. There is no reason to charge $30 every month in late fees. 

  
  Sincerely,
  
  *************

  Business Response

  Date: 05/13/2024

  Good afternoon,
  
  Utility bills are due on the date given on the billing statement. Payments must be received and processed on the customers account by 5:00 p.m. on the bill due date to avoid late fees and/or delinquent processing fees.  Payments received and processed after the bill due date are considered past due, and a 4 percent late charge is assessed on the account.
  
  Unfortunately, there have been 3 payments received in total, since the account was established, September 2023.
  
  Water District Service Rule Las Vegas
  
  Chapter 7 Charges, Fees, and Deposits
  
  7.8 Delinquencies & Deficiencies.
  
  a. Late Fees -Delinquent Accounts. If payment of a bill is not received by the District prior to the due date as stated on the bill, the account shall be charged, on the next succeeding bill, four percent (4%) of all amounts in arrears. Governmental agencies are exempt (See Appendix I A.7.)
  
  b. Processing Fees. If a service is processed for shut-off for non-payment of bills, payment arrangements, deposits, or other violation of the Rules, the customer shall pay a delinquent processing fee (See Appendix I A.7.)  ************** will be reactivated, the customer must pay the total amount due including any assessed security deposits and related delinquent processing and restoration fees.
  
  The District may, at its sole and exclusive discretion, make arrangements for other than full payment. Should the customer reactivate or tamper with the service without consent of the District, an additional charge will be made for each such occurrence (See Appendix I A.6.) Service shall be considered processed for shut-off as of the date immediately following the due date of the bill or payment arrangement.
  
  Note: Any fee reversals are at the exclusive discretion of the District and are a courtesy.
  

  Thank you!

• Initial Complaint

  Date:02/26/2024

  Type:Billing 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.

  I am writing to file a formal complaint against the Las Vegas Water District (LVWD) regarding their failure to send invoices for water services and the lack of assistance provided when attempting to access my account.I have encountered significant difficulties in managing my account and ensuring timely payments due to the non-receipt of invoices. This has resulted in confusion and frustration on my part, as I have been unable to accurately track my water usage and financial obligations.Furthermore, my attempts to address this issue by contacting LVWD's customer support have been met with inadequate assistance. Despite numerous calls made to their support line, I have not received any satisfactory resolution or guidance on how to access the overdue invoices.As a result of LVWD's negligence and lack of responsiveness, I have incurred late fees on my account, which I believe are unjustified given the circumstances. I am demanding an adjustment of all late fees accrued due to LVWD's failure to provide timely invoices. I am willing to promptly settle the outstanding service balance once the invoices are made available to me.This situation has caused undue stress and inconvenience, and I expect LVWD to take immediate action to rectify the issue and ensure that such lapses in service do not occur in the future. As a paying customer, I deserve transparency, accountability, and reliable customer support from LVWD.I urge the ********************** to investigate this matter thoroughly and facilitate a resolution that is fair and equitable to both parties. Your assistance in addressing this issue is greatly appreciated.Thank you

  Business Response

  Date: 02/29/2024

  Good afternoon,

  We have made multiple attempts to ********************** in which he has not returned our calls. 

  ********************** is registered for "MyAccount" and has opted not to receive paper bills. The email address on his account is linked to his online profile. There may be an issue with the validity of his email address, however, that cannot be determined until he returns our calls. 

  Although he has opted out of paper bills, past due notification letters are being mailed to the premise address. The last payment made on the account was 08/15/2023, the customer has made 2 payments since starting service on 02/07/2022.

  There has been no contact from ********************** to discuss the account or resolve the outstanding balance. 

  Thank you,

  ****

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21349709
  
  I am rejecting this response because:

  no one contacted me with the valid phone number to discuss and this information is not valid. I am not able to make payments per service agreement.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/04/2024

  Good afternoon,

  My senior representative spoke to ********************** on 03/01/2024. Here is a recap:
  
  After researching the customer's account, verified that ********************** has opted out to receive paper bills. However, he is registered for "MyAccount" and does receive monthly ebill statements and that the email address on his account is linked to his online profile. 
  
  We did send past due notification letters and verified they are being mailed the premise address to encourage payment. 
  The last payment made on the account was 08/15/2023, the customer has made 2 payments since starting service on 02/07/22.
  
  Senior attempted to discuss their finding with the customer. ********************** did not want to discuss what transpired or a resolution going forward. He simply wanted all fees reversed on the account, threatening to withhold payment and continue to file complaints w/BBB. ****** declined to waive the late fees due to there has been no contact from the customer to discuss the account or resolve the outstanding balance.
  
  Update: ********************** has paid the total past due balance on the account.