ComplaintsforJones County Water System

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Water bill sent at the end of *******, due in the *********** or else a penalty is accessed. My water was cut off by this company today as a result without any word or warning. Mind you, it's still ********, I wasn't behind on my bill, yet my water was disconnected? When speaking with an agent, she advised she will remove connection fee as a courtesy. I informed her this was insane and typically if you pay a week or so after the due date, you satisfy the penalty NOT have your services disconnected. I can't believe my water was disconnected because I failed to pay for the amount due NOT past due within the same month it fell due. Bill was received the first week of ******** with a due date of ****, bill says penalty and shows the amount due if it falls after *********************** and service was disconnected? I also explained I have a spouse with a medical condition and my service needed to be reconnected immediately. Mind you after I paid what was due while on the phone with rep, she said she'll call but couldn't guarantee how long it would take, no ETA. This is ridiculous!

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/03/04) */ *************** To whom it may concern, I am writing in reference to the complaint made to the Better Business Bureau on *************, ****. At this time, I personally have read through the complaint made, reviewed our records, and have discussed this issues with our Customer Service personnel. Firstly, I would like to apologize for the inconvenience this situation has caused, and I do understand the stress of the situation at hand. The ***************************************************** takes great care in ensuring every possible step is taken to allow our customers adequate time to pay their water bill before a meter shut off order is instated. While the utility bill due date is set for the 15th of each month, and has been set to this date for the past several years, the Customer Service Department goes above and beyond to help prevent any of our customers from losing their water at any length of time. A few of the ways we attempt to prevent any interruption in service is as follows; A 7 day grace period comes into effect after the customer's bill is due is on the 15th of each month to ensure payment is made before cut-offs. An automated phone call and/or text message is sent out 3-5 days after the 15th of each month reminding the customer of a missed payment. A customer Service Representative personally calls customers on our disconnection list 2-3 days before a service is scheduled to be disconnected to ensure the customer is aware of their situation. In light of this specific customer's account, the late fee of $50 was already refunded back to the customer on ******************* as a curtesy to the customer's history of payments made on time. I would however like to ensure that the customers contact information is updated with our customer Service Department to ensure that they are receiving our multiple reach out services to prevent this situation from occurring again. Please do not hesitate to reach out to us with further assistance in this particular matter or any questions that you may have in the future. Thank you, **************************** **********************************

*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. ↩