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:11/22/2023

  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.

  On 11/21/23, I attempted to pay my MSD bill on the website. After noticing that the website was moving slow and/or not responding at all, I waited awhile and tried again. I finally made it to the payment page and nothing, payment not processed. I thought to myself I will just pay at a pay station since the website is slow and outdated. The next day on 11/22/23, I checked my bank account before I went to pay the MSD bill and noticed 3-5 charges on my account for the balance. I was in shock as I was under the impression that the payment did not process. I immediately called MSD to see why my account was deducted after the website didn't process the payment. After speaking with a rep, I was informed that it would be ********************************************************************************** to contact my bank if I want my funds sooner. I spoke with my bank and they reversed the payments. I thought everything was fine but it was not. I checked my account and noticed that after my bank reversed the payments, MSD took the money back out of my account without my authorization. I was furious, I called my bank and MSD again before the hoilday. I spoke with some woman named ****** that clearly did not have a care in the world about my situation. I informed her that the previous rep that I spoke with informed me to call my bank to get the funds back into my acoount. I told her that my bank had done so and that MSD took the money back out of my account without my consent. After listening, she said unfortunately it's nothing that can be done and that this has happened to other cutomers. I informed her that the money was for my electric bill and that I may be without lights for the holiday. She told me in a nonchalant manner, that she would send information to a supervisor and let them know to reverse the transactions because I may be without lights. This is unacceptable, somethings needs to been done about MSD and their thievery of customers money. So now I wait.....

  Business Response

  Date: 11/29/2023

  To whom it may concern,
  
  In the review of the customers concerns, we have re-evaluated the account and are attempting to escalate the situation to our Kubra payment system provider however, the customer stated that they have already disputed the duplicate charges with their bank. We have made multiple attempts to contact the customer via phone and email regarding this matter to no avail. We cannot move forward at this time with reversing the duplicate payments until we can confirm with the customer that the bank has not already done so on their end.
  Please feel free to contact me directly if you have further questions regarding this matter. My name is ************************* **************. There are no further actions needed at this time.
  
  Respectfully,
  MSD

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair 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.

  Complaint: 20884784
  
  I am rejecting this response because:
  The automated payment system was malfunctioning on this day. The automated feature would not provide any confirmation to me, the customer, that my payment was accepted, processed, or otherwise. There was no indication that my payment was successful. This happened on two occasions, back to back, which is a fault of the company's, not mine, the customer's. When I called my ************ to dispute, the Associate even commented to me that they had already received other complaints from other ************ Customers that this had happened. This was a wide-spread, systematic issue that was unresolved by MSD and instead of them taking any accountability whatsoever, they expect the customer to be out twice the amount of the payment that was actually do. As a result, MSD has a surplus of customer payments that exceed the value of the services provided, which is absolutely wrong. It is not fair to ask someone to wait 30 days for resolution. MSD should be expected to resolve this much more expeditiously. As a huge organization, they can afford to right this wrong a lot quicker than that, especially when this was not a customer error, this was THEIR system error. I do not want a credit next month. They could clearly confirm that duplicate payments in the exact same amounts were made within moments of each other due to what their system incorrectly reported. The response from them on the phone and in this BBB response is unacceptable and insulting.
  
  
  Sincerely,
  
  ***********************ts than necessary, and then refusing to refund the customer. This is completely unacceptable and I was unable to find any resolution with MSD while it was completely their responsibility for providing inaccurate information to me as the customer.

  Business Response

  Date: 11/21/2023

  To whom it may concern,
  
  In the review of the customers concerns, we have re-evaluated the account and there were two payments of $154.86 made on the account on 11/20/23. ********************** 's policy is to wait 30 days before issuing a refund to ensure the payment being refunded clears first which would be around 12/20/23.The customers account will have billed on 12/13/23 and will have absorbed part of the credit before the 30-day waiting period. The customer can request a refund for whats left at that time after the waiting period.
  Please feel free to contact me directly if you have further questions regarding this matter. My name is ************************* **************. There are no further actions needed at this time.
  
  Respectfully,
  MSD

  Business Response

  Date: 11/29/2023

  To whom it may concern,
  
  In the review of the customers concerns, we have re-evaluated the account and have escalated the situation to our Kubra payment system provider. They have advised they are working on the situation, and it will likely be 2-3 days before the customer will see their refund back into their account. We apologize for any inconvenience the system malfunction may have caused.
  Please feel free to contact me directly if you have further questions regarding this matter. My name is ************************* **************. There are no further actions needed at this time.
  
  Respectfully,
  MSD

• Initial Complaint

  Date:08/28/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  This does not answer on MSD's misleading refund policy when they over charge an account. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 08/29/2023

  To whom it may concern,                                                                                                                                                                                                                                                                                            08/29/2023
  
  In the review of the customer’s concerns, we have reviewed
  the account in question. Per City Water they did go out to the property on
  7/19/23, but the paperwork with the results is still in processing. City Water
  will not update any components on the customer’s account until the paperwork
  from their inspection is complete. Therefore, MSD cannot update the components
  on our end until then, since we bill by the information provided by the water
  company. Please feel free to contact me directly if you have further questions
  regarding this matter. My name is ****** ******** ***** ********. There are no
  further actions needed at this time.
  
  Respectfully,
  MSD
  
  Thank
  you!

  Business Response

  Date: 08/31/2023

  To whom it may concern,                                                                                                                                                                                                                                                                                08/31/2023
  
  In the review of the customer’s concerns, there has not been
  a credit issued to the account nor an adjustment made as the investigation
  with City Water is not yet complete. If there ends up being a credit on the account
  due to an adjustment then we can send out a refund to the customer once the
  adjustment posts, but if there is a credit on the account due to an online payment,
  we can refund the customer after 30 days of the posted payment. If the account
  bills again during either of these instances, it can absorb the credit and
  there will not be a refund to issue.  Please
  feel free to contact me directly if you have further questions regarding this
  matter. My name is ****** ******** ***** ********. There are no further actions
  needed at this time.
  
  Respectfully,
  MSD
  
  
  Thank
  you!

  Customer Answer

  Date: 09/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is not the credit I am referring to.

   

  I am referring to you over charging my account. I was over charged in March and was told I would have my refund mailed to my mailing address instead of credited to my account. By my request and AFTER your agent said they can refund the over charge. Neither ever happened. Then you guys over charged after having the house inspected for 1 toilet. You have deceiving practices for two occasions not just 1.

  Something that was not explained when told I would receive a refund from the first individual I dealt with is that it takes 30 days for your company to provide a refund. It blows my mind a company can over charge and then not be able to refund for 30 days as long as there is no balance. You guys know that in 30 days a new bill will be out and you don't have to mail out a refund. It's a deceiving and feels like an illegal practice. Why didn't I receive a refund after requesting one be mailed to my mailing address?
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/01/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Complaint: ********
  
  
  
  I am rejecting this response because: They are lying and avoiding the main issues. As with any other over-powered bully, MSD simply avoided the issues at hand and stated an excuse that they believe lets them off the hook to face the responsibility of paying for this incident.   This boils down to the simple facts:

  1) MSD main line was clogged and flooded our business.  They accepted responsibility for this and told us to remove and replace the damaged store fixtures and building materials. 

  2) They advised us to use the contractor at the scene because they stated they had worked with them many times in the past. The total repair bill was approximately $75,000. They are only offering $66,000 for the total settlement. They want ME to pay the difference.

  3) All the damaged fixtures were removed and replace with new fixtures as ordered by the MSD adjuster ***** *****.  Now they are saying the they are deducting 75% of the value as depreciation because that is what the law allows.  The old cases were about 5 years old and there was nothing wrong with them.

  4) Since they mentioned the loss of revenue in their response as the reason they have not paid, we will address that now.  The only entrance to our facility was impaired by the flood damage and repairs following the flood.  Customers could not gain access to the store.  ***** ***** told us to not closed the store under any circumstance. he said we would be reimbursed for lost sales.   We stayed open everyday during the time from of 11-11-22 through 12-20-22 when the construction was completed.  We calculated that we lost around $70,000 during that time.They claim in their response that we can not prove any amount of loss. 

  The brick wall here is the ****** ***** *****. They are the adjusters for MSD.  If someone at MSD was aware of how ridiculous these two adjusters are they would surely replace them.  They are short sighted, lying, bullies.  They claim that there are laws protecting MSD from the public lawsuits and that the public agrees to these terms when they agree to use the MSD service.    All of this is a JOKE!  We consumers do not agree to any terms. In fact, there are laws that mandate us to be forced to use MSD.  

  What it boils down to is that if the insurance company doesn't want to pay for the whole loss, then MSD must pay out of pocket. Just as you or I would have to if we were under insured. I have attached a copy the letter sent in response to MSD final settlement offer of $66,000.  I have also sent a copy of our P/L for the time frame of 11-11-22 to 12-20-22 showing the loss of revenue.  Also in the letter was my proposal for a fair settlement.  it is reasonable and fair.  It completely pays the construction company for clean up and repairs ( which the adjuster approved at every step).  it reimburses us for 75% of our lost income, It pays 90% of our display cases that we destroyed and pays for extra wages and lost product from the flood.

  Currently the construction company has two liens on my property and has filed a lawsuit against me for $75,0000.   I do not believe MSD should be able to put residents or business in financial ruin for thing out of our control.  I believe that every person who has ever had to deal with a similar experience as this gather together and file a class action lawsuit against this monopoly utility that id ta**** advantage of its customers at every chance.  I for one will not rest until this matter reaches every news agency, public official, and Gov ******'s desk .   

  I want MSD to address each of these concerns truthfully.  This needs to be resolved quickly without any further damages occurring.  It will not go away. If it does proceed to court, all parties involved will be held personally responsible.  Letters have been mailed to the Board of Directors, MSD CEO, ****** ***** employees: ***** *****, *** ***** and *** *****.  All of which are aware of the incident and there are no excuses for a settlement.

  
  
  
  Sincerely,
  
  
  
  ****** ****

  pay for the balance out of pocket.
  We, as residents are mandated BY LAW to use MSD. We have no choice. However, they are allowed to do as they please and ruin the lives of their customers but still expect to be paid for their services. No other business in the world can operate this way.
  There needs to be an oversight committee to deal with customer complaints like this. A class action lawsuit should be brought against this organization. I have contacted the CEO and the board of directors to ne avail. I have reached out to my local politicians, the news media and the MO public service commission to file a complaint as well as my own insurance co.
  The insurance adjustor is the ****** ***** *****, a company that appears to be run by a couple of people with the same last name (*****). They have promised the world and lied about it every step of the way. The CEO of MSD, ***** *********, has announced his retirement and will not help in any way. Our MSD Case #: ******. Thank you

  Business Response

  Date: 07/07/2023

                                                                                                                                                                  7/7/23
  
  To whom it may concern,
  Per
  MSD's Operations Department, we have reviewed the customers profit and loss
  statements for 2021 and 2022 regarding your claim for lost profits due to the
  sewer backup. However, the records do not support the losses you have
  attributed to the backup. We increased our offer, but the customer rejected it
  and requested an additional funds without sufficient documentation.
  We
  strive for transparency and fairness, basing our process on evidence. We are
  committed to finding a resolution that considers everyone's interests.
  Thank
  you for your cooperation.
  
  Regards,
  MSD

  Business Response

  Date: 07/18/2023

                                                                                                                                                                  7/15/23
  
  To whom it may concern,
  Per
  MSD's Operations Department, we have reviewed the customers profit and loss
  statements for 2021 and 2022 again regarding the claim for lost profits due to
  the sewer backup. However, since our last response was provided to the BBB, we
  have received no additional documentation to support Mr. ****’s claim.  Without any additional documentation, we will
  not be increasing our settlement offer.  We have a fiduciary responsibility to protect public funds, and with
  that, we cannot pay for damages without proper documentation.  We strive for transparency and fairness,
  basing our process on evidence. We are committed to finding a resolution that
  considers everyone's interests.
  Thank
  you for your cooperation.
  
  Regards,
  MSD

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair 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.

  Metro St. Louis Sewer District has been a nightmare to deal with. On August 4, 2022 my backyard flooded causing my basement to fill with water through the door. The overflow drainage from inadequate storm drains in the surrounding area sends all the water straight into our yard causing it to flood. We lost a lot of items to the water damage and my pregnant wife and I were displaced from our home for days until it could all be dried and cleaned. The flooding occurred between 8/4/22-8/6/22.
  Fast forward to dealing with MSD to solve the issue to avoid it happening again and they were a nightmare to deal with. April 13, 2023 we received a letter that they had not made any activity to fix the problem and a work order was still open to make the necessary repairs.
  Now, 5/13/23, another storm blows through Mehlville, St. Louis and while I am in the basement my basement door breaks off the frame and all the water from the backyard rushes in. I barely made it out of the basement to check on my wife and newborn. It is now 5/15/23 and my wife, my newborn baby girl, and myself are displaced from our home, yet again, due to MSD not fixing an issue they are well aware of. We lost everything in our basement to this time and nothing is salvageable. The water was 3-4 feet deep and destroyed everything including work equipment. The house is now unlivable and has no air or gas that is currently running.
  After talking with them today I was told nothing can be done to speed up the process and I have to go through the same channels as everyone to file a claim even though this is their fault.
  I want all the damages covered and for the root issue to be fixed IMMEDIATELY because this could have been avoided if they did their jobs in the first place.

  Business Response

  Date: 05/16/2023

  To whom it may concern,                                                                                                                                                                                                                                                                 05/16/2023

  Per MSD's Operations Department, a crew was out at the property in question today 05/16/2023. Upon review of the customer's concerns, it was determined that this customer's issue was the direct result of overland flooding and not related to a failure of MSD's sewers or infrastructures as the customer suspected. We apologize for any
  inconvenience and distress experienced by Mr. Bauder and his family due to these
  incidents. We understand the impact of such events and take this matter
  seriously however, there is no further action required of MSD.

  Regards,

  MSD

• Initial Complaint

  Date:05/04/2023

  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.

  If this was the case this have been refiled in 2014.  Bankruptcy Case No: ********.  I have attached information for amount they claimed.  

  Business Response

  Date: 05/11/2023

  To whom it may concern,                                                                                                                                                                                                                                                                                              05/11/2023
  
  In the review of the customer’s concerns, we have reviewed
  the account in question. Per MSD’s policy, if the lien was placed on the
  property before the bankruptcy is filed it will remain until the entire balance
  on the premise is paid in full or to current.  Our collections department emailed Ms. ***** on March 2nd, 2023,
  advising that we never received payments from the trustee for her bankruptcy
  and asked her to provide documentation showing payments were distributed to us.
  We have not yet received a reply to said email. ******* ******, a Section Head
  for MSD’s Collections Department, has emailed Ms. ***** again today providing
  the ledgers that she has requested prior to 2014.
  Please feel free to contact me directly if you have further
  questions regarding this matter. My name is ****** ******** ***** ********.
  There are no further actions needed at this time.
  
  Respectfully,
  MSD

  Business Response

  Date: 05/22/2023

  To whom it may concern,                                                                                                                                                                                                                                          05/22/2023
  
  In the review of the customer’s concerns, we have reviewed
  the account and the customers rebuttal. When the customer filed bankruptcy
  again in 2014, she expected the courts to include the remaining balance from
  the bankruptcy in 1998.  This cannot happen. Bankruptcy cannot be filed on
  a balance that was already included in another bankruptcy filing.
  For reasons unknown, the trustee did not send payments to
  MSD for the 1998 balance of $2276.60.  If the customer has documentation
  showing that the claim was satisfied, she can forward that information to the
  email contact that she already has with MSD to be reviewed.
  
  Respectfully,
  MSD

• Initial Complaint

  Date:05/01/2023

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because when opening the account I was not informed there was a balance due that would be applied on my account.  This is misleading.  I have written proof that these charges should not be on my account.  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* ***

  Business Response

  Date: 05/02/2023

  To whom it may concern,                                                                                                                                                                                                                                                                                         05/02/2023
  
  In the review of the customer’s concerns, we have reviewed
  the account in question. Per MSD’s ordinance, the balance due on a property
  serviced by MSD stays with the property and MSD does not get involved in
  landlord/tenant disputes. The customer would need to contact the landlord/owner
  of the property to settle their dispute.
  Please feel free to contact me directly if you have further
  questions regarding this matter. My name is ****** ******** ###-###-####.
  There are no further actions needed at this time.
  
  Respectfully,
  MSD

  Business Response

  Date: 05/03/2023

  Ms. Fox,

  Please find a copy of the ledger history for 2722 S. Brentwood Blvd. attached. The highlighted credit balance charge totaling $1.508.26 applied to the account in question on 01/04/2023 was the result of the previous tenant calling MSD to state that they had long since vacated the property but had forgotten to cancel their autopay option when doing so. In light if this, MSD completed a reversal of all payments charged to the previous tenant via autopay that occurred after their departure as tenant. This resulted in a large balance due on account #107194-3. As previously stated, MSD does not get involved with landlord/tenant disputes. Please reach out the property owner to work out a fair solution to this issue.
  

  Best regards,

  MSD

  Customer Answer

  Date: 05/07/2023

  Complaint: ********
  
  
  
  I cannot accept this response as it is unjust to hold me accountable and send me to collections for the actions of a former tenant who neglected to terminate their payments. It is unreasonable for my small business to be penalized and pursued for the responsibilities of someone else, especially since my business did not exist nor have a legal entity during the five-year period in question. Such action would significantly impact my balloon business, making it challenging to secure loans and adversely affecting its sustainability. Additionally, I am curious to know whether the previous occupant provided any evidence of their exit from the premises or simply claimed to have forgotten. This course of action is entirely unacceptable.

• Initial Complaint

  Date:04/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************submitted,********************* ************

  Business Response

  Date: 04/17/2023

  To whom it may concern,                                                                                                                             4/17/2023
  
  In the review of the customers concerns, we have re-evaluated the account. There were two payments made one on 3/6/2023 for $38.96 and on 3/14/2023 for $38.96. Only one of the payments was returned and the customer was assessed a $15.00 NSF fee. As a courtesy, we have credited the customer back the $15.00 NSF fee to her account.
  Please feel free to contact me directly if you have further questions regarding this matter. My name is ***************************** **************.There are no further actions needed at this time.
  
  Respectfully,
  MSD

• Initial Complaint

  Date:04/07/2023

  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 contacted MSD to report the death of ****** * ****** acct # *********. There is a balance of 2294.65. I provided the death certificate and advised MSD there is no estate. I requested MSD to remove this balance due to no proof of the validity of this bill. This is a request for MSD to permanently remove balance of 2294.65 due to death. Please help me resolve this issue.

  Business Response

  Date: 04/24/2023

  To whom it may concern,                                                                                                                                                                                                                                                                                                              04/24/2023
  
  In the review of the customer’s concerns, we have reviewed
  the account and per MSD’s policy, we do not write off outstanding balances
  due to the death of a property owner. The balance stays with the property and
  is inherited by the next new owner.
  Please feel free to contact me directly if you have further
  questions regarding this matter. My name is ****** ******** ###-###-####.
  There are no further actions needed at this time.
  
  Respectfully,
  MSD

• Initial Complaint

  Date:04/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Our charges are $49.66 a month.  We will be billed again on April 15. Given the overpayment of $99.69 we will still have a credit amount of $50.03 on April 15.  Having to wait 30 days for a payment to clear is an archaic practice. Even adhering to the MSD rules, they should issue a refund for $50.03 on April 21.
  
  

  Business Response

  Date: 04/07/2023

  To whom it may concern,                                                                                                                                                                                                                                             04/07/2023
  
  In the review of the customers concerns, we have re-evaluated the account and there were two payments of $99.69 made on the account on 3/21/23 & 4/5/23. MSD 's policy is to wait 30 days before issuing a refund to ensure the payment being refunded clears first which would be around 4/21/23. The customers account will have billed on 4/14/23 and will have absorbed the credit before the 30 day wait period.Therefore, there would no longer be a credit on the account.
  Please feel free to contact me directly if you have further questions regarding this matter. My name is ***************************** **************.There are no further actions needed at this time.
  
  Respectfully,
  MSD

  Business Response

  Date: 04/10/2023

  To whom may concern,                                                                                                                                                                                                                                                                                                     04/10/2023

  Our apologies, the customer is correct in the fact that there will still be a remaining credit of -$50.03 on their account #****** after the April bill has posted. MSD will begin the refund process for the remaining credit of -$50.03 after the customer's April has posted. Please let us know if there are any further questions.

  Regards,

  MSD

  Customer Answer

  Date: 04/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************