Monday, January 25, 2010
Thursday, January 14, 2010
Monday, January 11, 2010
Billing period 12/15/09 - 01/15/10
I'm back.................
Got my bill the other day.
It's wrong.
Again.
It was at that moment I decided to start this blog.
Bill shows meter reading previous 567 (remember it was reread at 487 last month)
Bill shows meter reading current 579
I waltz out to the far corner of my property (in the freezing cold.....34F in Texas, so I'm aggravated as it is) - and read the meter It's reading 491 (that's four hundred and ninety one......rounded up)
They say I used 12k in the bill (and if their beginning figure was correct they'd be saying I used 92k) when, in fact, I actually used 4k.
Because I'm cold - and I've been working overtime for the past week, and I miss my husband, and I'm generally a little stressed out....I sat on this bill until Monday (I received it on Thursday).
1/11/10 Monday
11am - Called the water company. Sat on hold 12 minutes and had to hand up because my first break is only 15 minutes
3pm - Called the water company. Sat on hold 14 minutes when Debra answered. I asked her if she had my information on her screen. She said she did. I told her I had two issues. First issue was the fact that the previous reading should have been changed with the re-read. She put me on hold for 3 minutes (yay for stopwatch function on my iPod Touch) - came back and said she'd need to research this with her manager - I could call her back later. I told her I would call her tomorrow morning, but I wanted to give her the other issue now because I had to get back to work. I told her to please schedule yet another re-read because the current reading is wrong. Explained I walked out and read 491 on the meter. She said she'd arrange for a re-read.
1/12/10 Tuesday
9:49am dialed the number and went through their hoops of entering acct info and verifying acct info
9:51am - got put into the que to speak with a rep (put on hold). Auto sytem says estimated wait time 8 minutes.
10:14 - Got off hold. ACTUAL wait time 23 minutes .....
Spoke with Gwen. She said that Debra arranged for a re-read and it could take 3-5 business days for them to come out. I told her I estimate my usage at 4K gallons based on my (correct) meter readings, and I'd like to pay for that usage.... is that possible. She said it was, and that she'd figure it out for me. Base price for the privilige of having the water pumped $36 a month + $2 for every thousand gallons used + 1% feel for some agency that's required = $44.40 water bill. I paid, and she put an extension on my due date so they don't shut my water off for not paying the $60 something they say I owe before the numbers can be adjusted. Still nobody knows why the ending meter reading wasn't changed to reflect the correct numbers.
Hopefully this is it for this billing period....... we'll see
Got my bill the other day.
It's wrong.
Again.
It was at that moment I decided to start this blog.
Bill shows meter reading previous 567 (remember it was reread at 487 last month)
Bill shows meter reading current 579
I waltz out to the far corner of my property (in the freezing cold.....34F in Texas, so I'm aggravated as it is) - and read the meter It's reading 491 (that's four hundred and ninety one......rounded up)
They say I used 12k in the bill (and if their beginning figure was correct they'd be saying I used 92k) when, in fact, I actually used 4k.
Because I'm cold - and I've been working overtime for the past week, and I miss my husband, and I'm generally a little stressed out....I sat on this bill until Monday (I received it on Thursday).
1/11/10 Monday
11am - Called the water company. Sat on hold 12 minutes and had to hand up because my first break is only 15 minutes
3pm - Called the water company. Sat on hold 14 minutes when Debra answered. I asked her if she had my information on her screen. She said she did. I told her I had two issues. First issue was the fact that the previous reading should have been changed with the re-read. She put me on hold for 3 minutes (yay for stopwatch function on my iPod Touch) - came back and said she'd need to research this with her manager - I could call her back later. I told her I would call her tomorrow morning, but I wanted to give her the other issue now because I had to get back to work. I told her to please schedule yet another re-read because the current reading is wrong. Explained I walked out and read 491 on the meter. She said she'd arrange for a re-read.
1/12/10 Tuesday
9:49am dialed the number and went through their hoops of entering acct info and verifying acct info
9:51am - got put into the que to speak with a rep (put on hold). Auto sytem says estimated wait time 8 minutes.
10:14 - Got off hold. ACTUAL wait time 23 minutes .....
Spoke with Gwen. She said that Debra arranged for a re-read and it could take 3-5 business days for them to come out. I told her I estimate my usage at 4K gallons based on my (correct) meter readings, and I'd like to pay for that usage.... is that possible. She said it was, and that she'd figure it out for me. Base price for the privilige of having the water pumped $36 a month + $2 for every thousand gallons used + 1% feel for some agency that's required = $44.40 water bill. I paid, and she put an extension on my due date so they don't shut my water off for not paying the $60 something they say I owe before the numbers can be adjusted. Still nobody knows why the ending meter reading wasn't changed to reflect the correct numbers.
Hopefully this is it for this billing period....... we'll see
Billing Period: 11/15/09-12/15/09
Meter reading Previous showing 482
Meter Reading Current showing 567
They are saying I used 85 THOUSAND gallons of water
$$ amount they say I need to pay them......wait for it...... $199.98
(does someone not reality check these things???????>???????) (sorry.....I'm okay now)
I hiked out to read the meter 11/27: It reads 487 (rounded up)
Unbelievable. I think I was so upset that I just sat on the bill for awhile. I just want it to stop you know? I'm tired of having this same freaking issue month after month after month.
I want so badly to know what the heck is going on. Is the meter reader on drugs? Honestly, I don't think they are reading these meters monthly. I think they are doing a numbers or averages game to save the cost of labor required to physically read the meters.
December 7 (Monday)
Called and spoke with Linda who scheduled someone to come and re-read the meter.
December 10 (Thursday)
Mr. Holiday again showed up at my doorstep to read the meter. He, again, gave me the blue receipt with service order #76-160-2. The reading: 487 I asked him why my meter keeps getting read wrong - again, he said he didn't know. He said he'd turn in my info to the company.
December 14 (Monday)
Called to get new $$ amount due (I, wrongly, assumed they would act quickly on the discrepancy). The auto system say..... $199.98, so I asked to speak with a rep (dang, forgot to get her name).
She also said I owed $199.98. I told her that my meter was re-read and I'd like to pay the correct amount. She said I had to pay the $199.98 and it would be corrected next statement. I said NO! (about that loud - rude, but I was totally on the edge at this point). I didn't have $199 extra to give them firstly - second, it's almost 5x my normal bill - it's ridiculous to expect me to pay outright for a mistake this large.
I asked her if she, at least, had record of the reread. She said no. I asked to speak to a supervisor. Jose came on the line - from his demeanor at the beginning I could tell he wasn't going to be motivated to help me (I am a call center rep - I know a monotone voice and robotic responses means)
I explained that someone came out to re-read my meterm, and it's 487 NOT 567 and I want to pay my water bill - but only what I owe. He asked me who read the meter. I said a rep from the water company. He said - what was his name? Hell, I don't know! (I didn't at the time) (he told me to calm down and not be rude..... I suppose I was a little uppity due to the prospect of being required to pay $199 for a water bill that should be $40. -
I told him it's the same guy who read me meter last time it was read WRONG - can he look in my records. He did and the name was Holiday. I then remembered to tell him I had the blue re-read card and offered him the work order # that was on it - he looked it up.
He asked if I would call back to get the new total - I told him I work in a call center and this is hard - could he email it to me. He said he would.
He emailed me the total that evening just like he said he would.
12/15 Tuesday
1:05pm - Called to make automated payment of water bill (last night Joese emailed me the total). The automated system still said $199.98. Opted out to speak with a rep. Stayed on hold for 16 minutes and had to hang up because my work beeak was over.
3:00pm - Called water company back. Requested to speak to a rep. Stayed on hold 26 minutes (I kid you not). I'd forgotten to bring the email giving the new total to the cafeteria. I asked the rep if there were notes regarding my situation. She said no.......(argh!!!!). So, I proceeded to explain the situation and said I'm ready to pay the new amount, but I don't have it with me - could she ask Jose. She put me on hold (4 minutes - not too bad) and came back and told me it was $38.38). I told her I'm ready to pay - and she started to transfer me BACK to the automated system to pay. I said "Stop" - the automated system is asking for $199.98. She said I could opt to pay a different amount. I said okay, and she transferred me (I've paid with a rep before - kind of felt pushed back to the auto system - but, to give her the benefit of the doubt...she might have been wanting to help the next person if they were busy). p.s - forgot, again, to get the reps name
I paid the $38.38.
(If only that would be the end of my nightmare)
12/21/09 Monday
I receive in themail a TERMINATION NOTICE from the water company dated 12/18/09. It shows amount past due of $161.60.....last payment amound $38.80. Basically threatening to shut off my water if I don't pay their balance due by 12/28/09. This on neon yellow paper, and I loathe people who make emphasis with underlined bold.....
Payment of the PAST DUE amount.
I really don't need this harrassment. I did my part - made the phone calls - waited on hold - went over and over and over with reps the situation - finally get it resolved and PAID MY DAMN BILL WITH THE CORRECT $$$ AMOUNT..... why can't they just............
Be professional and do their job?....... I ask you ..........Why can't they???
12/21/09 Tuesday
9:05am Called the water company. Andrea answered (very nice, professional, and a gift from heaven). She said that a credit was issued on December 14th of $161.60 - but to be on the safe side - she'd put an extension on my account until the end of the month (so they don't go ahead and shut my water off anyway) - and she'd followup to be sure the service isn't shut off. To the point, professional, friendly, and she seemed to genuinely care. This is not the customer service I've gotten until today - I appreciated it. I sent a letter to the address on my bill praising her - hope they give it to her.
Meter Reading Current showing 567
They are saying I used 85 THOUSAND gallons of water
$$ amount they say I need to pay them......wait for it...... $199.98
(does someone not reality check these things???????>???????) (sorry.....I'm okay now)
I hiked out to read the meter 11/27: It reads 487 (rounded up)
Unbelievable. I think I was so upset that I just sat on the bill for awhile. I just want it to stop you know? I'm tired of having this same freaking issue month after month after month.
I want so badly to know what the heck is going on. Is the meter reader on drugs? Honestly, I don't think they are reading these meters monthly. I think they are doing a numbers or averages game to save the cost of labor required to physically read the meters.
December 7 (Monday)
Called and spoke with Linda who scheduled someone to come and re-read the meter.
December 10 (Thursday)
Mr. Holiday again showed up at my doorstep to read the meter. He, again, gave me the blue receipt with service order #76-160-2. The reading: 487 I asked him why my meter keeps getting read wrong - again, he said he didn't know. He said he'd turn in my info to the company.
December 14 (Monday)
Called to get new $$ amount due (I, wrongly, assumed they would act quickly on the discrepancy). The auto system say..... $199.98, so I asked to speak with a rep (dang, forgot to get her name).
She also said I owed $199.98. I told her that my meter was re-read and I'd like to pay the correct amount. She said I had to pay the $199.98 and it would be corrected next statement. I said NO! (about that loud - rude, but I was totally on the edge at this point). I didn't have $199 extra to give them firstly - second, it's almost 5x my normal bill - it's ridiculous to expect me to pay outright for a mistake this large.
I asked her if she, at least, had record of the reread. She said no. I asked to speak to a supervisor. Jose came on the line - from his demeanor at the beginning I could tell he wasn't going to be motivated to help me (I am a call center rep - I know a monotone voice and robotic responses means)
I explained that someone came out to re-read my meterm, and it's 487 NOT 567 and I want to pay my water bill - but only what I owe. He asked me who read the meter. I said a rep from the water company. He said - what was his name? Hell, I don't know! (I didn't at the time) (he told me to calm down and not be rude..... I suppose I was a little uppity due to the prospect of being required to pay $199 for a water bill that should be $40. -
I told him it's the same guy who read me meter last time it was read WRONG - can he look in my records. He did and the name was Holiday. I then remembered to tell him I had the blue re-read card and offered him the work order # that was on it - he looked it up.
He asked if I would call back to get the new total - I told him I work in a call center and this is hard - could he email it to me. He said he would.
He emailed me the total that evening just like he said he would.
12/15 Tuesday
1:05pm - Called to make automated payment of water bill (last night Joese emailed me the total). The automated system still said $199.98. Opted out to speak with a rep. Stayed on hold for 16 minutes and had to hang up because my work beeak was over.
3:00pm - Called water company back. Requested to speak to a rep. Stayed on hold 26 minutes (I kid you not). I'd forgotten to bring the email giving the new total to the cafeteria. I asked the rep if there were notes regarding my situation. She said no.......(argh!!!!). So, I proceeded to explain the situation and said I'm ready to pay the new amount, but I don't have it with me - could she ask Jose. She put me on hold (4 minutes - not too bad) and came back and told me it was $38.38). I told her I'm ready to pay - and she started to transfer me BACK to the automated system to pay. I said "Stop" - the automated system is asking for $199.98. She said I could opt to pay a different amount. I said okay, and she transferred me (I've paid with a rep before - kind of felt pushed back to the auto system - but, to give her the benefit of the doubt...she might have been wanting to help the next person if they were busy). p.s - forgot, again, to get the reps name
I paid the $38.38.
(If only that would be the end of my nightmare)
12/21/09 Monday
I receive in themail a TERMINATION NOTICE from the water company dated 12/18/09. It shows amount past due of $161.60.....last payment amound $38.80. Basically threatening to shut off my water if I don't pay their balance due by 12/28/09. This on neon yellow paper, and I loathe people who make emphasis with underlined bold.....
Payment of the PAST DUE amount.
I really don't need this harrassment. I did my part - made the phone calls - waited on hold - went over and over and over with reps the situation - finally get it resolved and PAID MY DAMN BILL WITH THE CORRECT $$$ AMOUNT..... why can't they just............
Be professional and do their job?....... I ask you ..........Why can't they???
12/21/09 Tuesday
9:05am Called the water company. Andrea answered (very nice, professional, and a gift from heaven). She said that a credit was issued on December 14th of $161.60 - but to be on the safe side - she'd put an extension on my account until the end of the month (so they don't go ahead and shut my water off anyway) - and she'd followup to be sure the service isn't shut off. To the point, professional, friendly, and she seemed to genuinely care. This is not the customer service I've gotten until today - I appreciated it. I sent a letter to the address on my bill praising her - hope they give it to her.
Billing period 10/15/09 - 11/15/09
I did not receive a statement for this month; however, the recording is showing a credit.
I may request a statement for my records.
I may request a statement for my records.
Billing Period: 9/15/09 - 10/15/09
Previous reading shows: 519
Current reading shows: 547
Bill amount: $92.92
10/6 Spoke with Diane. She said they modified my account but it isn't showing on the bill. She transferred me to billing. (wish Diane worked in billing.....). While I was being transferred I got put back in the que - and the automated system said I had a 48.48 Credit on my account currently and I have no balance due.
I assume at this point that the issue is resolved........
Current reading shows: 547
Bill amount: $92.92
10/6 Spoke with Diane. She said they modified my account but it isn't showing on the bill. She transferred me to billing. (wish Diane worked in billing.....). While I was being transferred I got put back in the que - and the automated system said I had a 48.48 Credit on my account currently and I have no balance due.
I assume at this point that the issue is resolved........
Billing Period 8/15/09 - 9/15/09
I opened up my water bill expecting a credit, and what I got was a water bill of $78.78!
Previous meter reading showing: 498 (same INCORRECT ending reading from last month)
Current meter reading showing: 519
I trot out to the back pasture and went to read the meter myself
Meter reads: 479
(I also received dozens of chigger bites in the process, and had to go take antihistimines for a week until the itching and swelling finally subsided. It was misearable.)
I must say - I was enraged.
Once I had the reading I called to talk to them about it.
Sept 9 (Wednesday)
called and spoke with DIANE. She got in touch with a field rep who said he would read meter and tag the door on Thursday - and that he would come out the following Wednesday (my day off) and show me how he read the meter. (he offered this because I was concerned that I might be reading this meter wrong - which is accounting for the discrepancy between my readings and theirs. I know how to read the meter....just wanted to cover all my bases)
Nobody hung a blue tag on my door Thursday...................
Sept 14 (Monday)
called again to let them know that nobody came out to read the meter. She said she would check and call me back. Nobody ever called me back (to be fair - I was in and out most of the morning), but I called them later - rep said that the field rep would be there on Wednesday to both read the meter and show me how he reads it.
I paid the bill - again, not wanting my credit history to be screwed up due to this situation - but I was seething mad about it this time.
Sept 16 (Wednesday)
called in the mid morning to see when the field rep would be coming to read the meter. Rep said she'd try to get ahold of him - and she'd ask him to call me. Field rep did call me to say he couldn't make it because there was a water main break in Boerne - but he would come on Thursday (18th).
Sept 17 (Thurs)
Called field rep (holiday) direct - to see if he read the meter (I work on Thursday, so I didn't know - called from work). He said sorry, he didn't because it was raining. He told me that he would, for sure, come the following Wednesday.
Sept 23 (Wednesday)
Field rep (Holiday) came to read the meter finally. Marcel was home, and all three of us walked back into the field to read the meter. He read the meter, and I showed him the water bill reading (wich was MANY THOUSANDS OF GALLONS off). He shook his head and said he wasn't sure why there was such a discrepancy. Perhaps the company had the wrong meter #.... He willed out the blue tag and gave it to me. He put the meter # on the tag. I asked him if he would take care of the correction to my account. He said he would submit the paperwork, but I better followup.
Kept and still have blue tag from the reading:
Read date 9/16
S/O# 736325
Reading: 480
Mrt Serial # 98646805
Person reading meter: Holiday
Sept 24 (Thursday)
I called the company and gave the rep the whole store to date. She said that the discrepancy info would be sent to the billing department, and I would be getting a credit to my account on the next statement.
Previous meter reading showing: 498 (same INCORRECT ending reading from last month)
Current meter reading showing: 519
I trot out to the back pasture and went to read the meter myself
Meter reads: 479
(I also received dozens of chigger bites in the process, and had to go take antihistimines for a week until the itching and swelling finally subsided. It was misearable.)
I must say - I was enraged.
Once I had the reading I called to talk to them about it.
Sept 9 (Wednesday)
called and spoke with DIANE. She got in touch with a field rep who said he would read meter and tag the door on Thursday - and that he would come out the following Wednesday (my day off) and show me how he read the meter. (he offered this because I was concerned that I might be reading this meter wrong - which is accounting for the discrepancy between my readings and theirs. I know how to read the meter....just wanted to cover all my bases)
Nobody hung a blue tag on my door Thursday...................
Sept 14 (Monday)
called again to let them know that nobody came out to read the meter. She said she would check and call me back. Nobody ever called me back (to be fair - I was in and out most of the morning), but I called them later - rep said that the field rep would be there on Wednesday to both read the meter and show me how he reads it.
I paid the bill - again, not wanting my credit history to be screwed up due to this situation - but I was seething mad about it this time.
Sept 16 (Wednesday)
called in the mid morning to see when the field rep would be coming to read the meter. Rep said she'd try to get ahold of him - and she'd ask him to call me. Field rep did call me to say he couldn't make it because there was a water main break in Boerne - but he would come on Thursday (18th).
Sept 17 (Thurs)
Called field rep (holiday) direct - to see if he read the meter (I work on Thursday, so I didn't know - called from work). He said sorry, he didn't because it was raining. He told me that he would, for sure, come the following Wednesday.
Sept 23 (Wednesday)
Field rep (Holiday) came to read the meter finally. Marcel was home, and all three of us walked back into the field to read the meter. He read the meter, and I showed him the water bill reading (wich was MANY THOUSANDS OF GALLONS off). He shook his head and said he wasn't sure why there was such a discrepancy. Perhaps the company had the wrong meter #.... He willed out the blue tag and gave it to me. He put the meter # on the tag. I asked him if he would take care of the correction to my account. He said he would submit the paperwork, but I better followup.
Kept and still have blue tag from the reading:
Read date 9/16
S/O# 736325
Reading: 480
Mrt Serial # 98646805
Person reading meter: Holiday
Sept 24 (Thursday)
I called the company and gave the rep the whole store to date. She said that the discrepancy info would be sent to the billing department, and I would be getting a credit to my account on the next statement.
Billing Period 6/19/09 - 7/23/09
and so it begins..................................
When I receive the July water bill (payment due by 8/15/09) I was shocked to see a bill of $96.06. Shocked because my average bill runs around $40.
The bill shows Meter reading Previous: 468 Current: 498
I walked out into the "south 40" to read my meter - it read 476 (rounded).
I phoned the company and asked for a reading (I jotted down that I spoke with Diane) - explaining that my water bill is almost 3x higher than normal. They said they'd send someone out and the reader would leave a blue card with the reading on my door when they did.
Nobody ever left me a blue tag on my door, so I don't know if they came to do a special reading or not.
I went ahead and paid the bill because I didn't want a negative hit on my credit history, and I assumed that the situation would be straighted out when they read the meter the next time - and I'd get a credit. I was so naive.
When I receive the July water bill (payment due by 8/15/09) I was shocked to see a bill of $96.06. Shocked because my average bill runs around $40.
The bill shows Meter reading Previous: 468 Current: 498
I walked out into the "south 40" to read my meter - it read 476 (rounded).
I phoned the company and asked for a reading (I jotted down that I spoke with Diane) - explaining that my water bill is almost 3x higher than normal. They said they'd send someone out and the reader would leave a blue card with the reading on my door when they did.
Nobody ever left me a blue tag on my door, so I don't know if they came to do a special reading or not.
I went ahead and paid the bill because I didn't want a negative hit on my credit history, and I assumed that the situation would be straighted out when they read the meter the next time - and I'd get a credit. I was so naive.
Welcome to my Nightmare
I've decided to create this blog to document the never ending nightmare that is my relationship with my water company.
My problems started in July. I got a much higher than normal bill (about triple) turns out (so they say) someone read the meter wrong. From there it's been one phone call after another every single month to get my bill straightened out. Up to AND INCLUDING December of 2009.
Matter of fact - I will be calling them today on my lunch break (and hope I can get through - I've stayed on hold with these people for an entire break period having to hang up, while still on hold, to go back to work.
Luckily - from the beginning I jotted down notes and kept records. Each month I got more and more detailed since I began to see that this was a serious issue that probably isn't going away anytime soon.
I'm not going to backdate posts, but I will put the month I blog about in the title until I get caught up. Then I'll blog as I go.
My problems started in July. I got a much higher than normal bill (about triple) turns out (so they say) someone read the meter wrong. From there it's been one phone call after another every single month to get my bill straightened out. Up to AND INCLUDING December of 2009.
Matter of fact - I will be calling them today on my lunch break (and hope I can get through - I've stayed on hold with these people for an entire break period having to hang up, while still on hold, to go back to work.
Luckily - from the beginning I jotted down notes and kept records. Each month I got more and more detailed since I began to see that this was a serious issue that probably isn't going away anytime soon.
I'm not going to backdate posts, but I will put the month I blog about in the title until I get caught up. Then I'll blog as I go.
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