Complaints

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• Initial Complaint

  Date:09/10/2024

  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 have paid my water bill twice in August 2024. I paid $102, $102, and $50 late payment using online bill pay through my bank. All have cleared my account. The first $102 I put the stop payment on. That first payment of $102 was returned stamped VOID. THE 2nd $102 has cleared and they still tell me they haven’t received that payment. This is the second time this has happened. My daughter had to pay it for me. A total of $224.80. I would like this investigated please

  Business Response

  Date: 09/17/2024

  
  To Whom it May Concern,
  This letter is in response to a customer who claims that she
  has paid her water bill twice, along with a $50 late fee, and feels she is
  entitled to a refund.  With the
  customer’s permission, we contacted her bank. 
  The customer is correct in that she sent three payments to the Water
  Authority via her bank. She claims she sent two (2) payments for $102.00 and
  another payment for $50.00.  The first
  $102.00 payment has never been received by the Water Authority.  The second payment of $102.00 was received,
  however the customer put a stop payment on that check, so the payment on her
  account was null and void.   The third
  payment of $50.00 was never sent to the Water Authority, but was sent back to
  the customer, who then deposited those monies into her own personal account.  According to her bank, at no time did any of
  the $102.00 payments issued to the Water Authority clear her account. 
  When a customer’s payment is returned for non-payment or a
  stop payment, the customer is charged a $40.00 fee.  We charged this customer’s account for that
  fee, but after investigation, the bank issued a “good will” letter stating that
  at no time did either of the $102.00 checks clear the customers’ bank
  account.  With presentation of that
  letter, the $40.00 fee has been credited back to her account. 
  At this time, since her current bill has been paid in full
  by a family member (along with the initial $40.00 fee), the only credit on her
  account is the $40.00 charge that was reversed out of her account upon receipt
  of the bank letter. 
  We believe this explanation should satisfy the original
  complaint, and show that the Water Authority has acted in good faith.
  
  Sincerely,
  
  
  Sheryl L******
  Wayne County Water & Sewer Authority, Accounting
  Manager