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:04/19/2024

  Type:Product 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.

  This is for a water bill. I was charged with a late fee after my bank, through bill pay, sent a check on the 5th of march. Bill is due on the 15th. Check was processed 22 days later creating a late fee of 6 dollars. Also, my bill jumped from about 54 dollars to to 88 dollars. I called for an explanation. The person was very nice and said she didn't want to keep me on hold so if it was ok, she would call me back. I never heard back and Ive never been able to get any to answer or a return call for 5 days now. *** left messages telling them that I would take action if they did not return my calls. The BBB is my first stop. The attorney general for consumer complaints is next and an escrow account would be next. Also, Ive been a customer in ******* for over ten years. They've never return my 100 dollar deposit. But I believe that is an issue for the municipal in ******* **. They said the lady working just quit sending them out and is no longer with them. Really?? The sad part of this recent billing issue is that all I wanted was an explanation? Was just asking them to explain what happened and why?? Just do their job?

  Business Response

  Date: 05/07/2024

  Please see the attached letter.

  Customer Answer

  Date: 05/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21529513
  
  I am rejecting this response because: It does not and never has taken 22 days to receive a check  from **************** Per my bank, 10 days max. I dont think  a  bank the size of Huntington would be using this method of payment if were so unreliable. Nor have I ever had this problem before. Nice try but not very creative. If they did indeed try  to contact me on 4/1, 4/2 and 4/4 it must have been from a different number. I asked if they would return the call from the number I used because I have a spam blocker. Apparently they used a different number on their end to contact me.However, my spam blocker keeps a record of all blocked calls and I cant find a number connected to this company. It might serve as a reminder too, that there are several other ways to contact me. For example, they could have emailed or sent a text. Maybe they could have mailed me some correspondence to the address they use for my BILL???  It would have been much easier if they would have just answered their phone when I attempted 6 times to call them. Its odd they answered my first call and then were never able to answer the next 6 calls on as many days and at different times. This is less than an acceptable response FROM A COMPANY THAT EARNS THEIR LIVELY HOOD CORRESPONDING WITH THE PUBLIC. The last effort to contact me they say, was on  the 4th of April.Today is the 10th of May. That means that  no effort was made to contact for over a month!
  Also, for resolution, I requested an ELECTRONIC address so my bank would not have to send a paper check and they would receive payment in 2 business days. This would eliminate using the mail as an excuse (which I anticipated they would do) and would have eliminated any future confusion. Finally, I requested an EXPLANATION as to why my bill was nearly double for that month. Both these request were ignored as if they didnt even read the complaint.  So, it seems that  this HUGE company is capable of only generating a bill and has no other problem solving skills or responsibilities.
  
  This is an unacceptable conclusion because I cannot afford to pay an extra 30 or 40 a month just because! I want an explanation. Thanks for trying to help me in this matter but this company's level of arrogance seems to be beyond reproach. More recently, at the local level, I have found many people who have had similar problems since this company has been handling the billing. My next approach will be to attend  the local council meeting and contact the local municipality. If needed,I will set up an escrow account with an attorney where my bill will be paid to a holding account until a responsible party explains why they cant get my billing correct. This has happen to me on several occasions and I intend to make sure this is the last time they will steal from me. I will attempt to encourage others in my community to do the same and if I don't get some kind of explanation I will try to publicize this problem through the media and make this problem visible to the general public.
  
  Please advise me of any other option.
  
  
  Regards,
  
  ***************************