Talking with Simona

This morning I called the water company. I have to say - I was dreading it. Everytime I call I have to explain the situation - and usually over and over because the person on the other end doesn't seem to "get it".

I spoke with Simona today.

I started the conversation by asking her if she has my account up - and would she mind reading through the log notes so she could understand what's going on to date. She wanted to know what she was catching up on. I told her my readings have been off for several months now, and eacgh month I have to call and request a re-read - then hassle over getting my bill fixed so I will pay the proper amount.

Simona said there was no record of the re-read done on January 13th. She said she saw that a re-read was done - but no figures were in their records as to what that reading was. She put me on hold to contact dispatch to get the reading. (apparently the data is not getting uploaded to the system).

She said it is not possible to adjust anything in the record until the reading comes back. Then - I'll probably, once again, get a bogus bill - and perhaps another re-read. She can put an extension on the account, but I should understand that is only guaranteeing the water doesn't get shut off - it is a band-aid .. not a fix.

She scheduled the re-read. I asked if the person could come before 10:30am so I can talk with them. She said she'd put the request in (but can't guarantee it).

Her advice to me is to email the customer service with a complaint explaining the situation. (she gave me the address). She said this is the way to get this situation actually resolved. Calling each month to patch an incorrect bill isn't going to solve anything.

She said I need to pay the base charge before the deadline. She told me the amount is $36.36. That's before any water (which is, I think, $2 per thousand gallons). I offered to pay for what I think I used for water (based on my readings), but she said it would make things simpler by just paying the base - then paying for what they determine water usage is when they determine it. I am guessing this is going to result in another one of those "you didn't pay" bills - but she said it - and I am told they record all their service calls.

So, I am going to get all my docs scanned (most already are) and I will compose an email. Maybe I will give a link to this blog - it has most of the pertinent information in it.

Well, it's something.
Let's see what happens.