American Water

Thank you for the opportunity to respond to this complaint and resolve any questions or concerns related to this issue. 

This customer's water was disconnected for nonpayment of sewer and garbage based on an intergovernmental agreement between the cities of [redacted] and **...

[redacted].  American Water is the contracted billing agent for the city of [redacted]. 

Water was disconnected on January 22, 2014.  The customer contacted American Water that same day to advise a payment had been made, and [redacted] was contacted immediately to have service restored.  We do not have a record of any contact with the customer again until March 18, 2014, when we received a call inquiring about the fee. 

Both American Water and the city of [redacted] received an email copy of this complaint from the customer on March 19, 2014.  After jointly discussing the complaint and reviewing the situation, we determined that the customer was due a courtesy adjustment for the $95.00 charge. 

Because that charge is billed by the city of [redacted] it was also adjusted by the city of [redacted] and will appear on their billing statement.  This adjustment will not appear on any of American Water's bills to the customer. 

I also contacted the customer on March 19 by telephone to advise that the fee had been removed.

Mr. [redacted] is manually entering his routing and bank account numbers into our One-Time Bill Pay system each month. On 12/10/15 for $158.85, the account...

number was entered as [redacted]. The [redacted] start of this has the numbers from his actual account number transposed and is supposed to be [redacted] This was returned from his bank as No Account/Unable to locate. This is why he would not see it on his bank's end, as the account number is not his. When this was returned to American Water, we reapplied the returned payment to his account along with the standard $12 fee. On 2/4/16, for $84.38 the account number was entered as [redacted].  The account number entered ended in 15 when the correct account number ends in **. This was also returned from his bank as No Account/Unable to locate. This is why he would not see it on his bank's end, as the account number is not his. When this was returned to American Water, we reapplied the returned payment to his account along with the standard $12 fee. All of his other payments that he or his spouse entered were entered with his correct numbers of Routing 1[redacted] and account number [redacted]. I have attached the two returned payments, along with two payments that cleared so he can see the incorrect ones entered and the correct numbers that should have been entered.  We would also like to recommend that he sign up for Automatic Bill Pay that is taken out every month. Instead of having to enter the information each month, he would only do a one-time set up. He would still have full control of cancelling or rescheduling the payment and would receive email notices of bills, upcoming payments etc. but once it is set up, there would be no issue of having to re-enter the information in. We are here in Customer Service at [redacted] if he has any questions about this service or we can help in any way.

I have never dealt with such an unprofessional and rude company like American Water. I moved to Surprise 3 months ago. I am renting a home here and I was told that I would be paying my water and sewage bill through Epcor, which I have been doing for the 3 months I've lived here. A few days ago I got 2 bills in the mail from American water. I thought it was a scam or a mistake since I was paying my water through Epcor and it was the only time I had ever received anything from American Water. One bill said I owed them for Sewage and trash and that it was late, even though I just received it. The other one was a deposit fee for over $200. They both said they were due in a few days even though I had just received them for the first time in the mail. I called American Water the next day and my experience was horrible! I waited on hold for 30 minutes all for Christian to answer with a "hello?" and as soon as I responded he hung up on me. So I called again, waited another 20 mins - and Christian answers with "hello" again. First off, what kind of company has their workers answer the phone with a "hello". It made me instantly think it was a scam!! He was so rude and unprofessional. He couldn't give me any explanation as to why I just received these bills in the mail and information about them. His only responses were to pay them both. Every time I asked him a question about my bill, he responded with a rude comment that didn't ever answer my questions. I had no idea if this company was legit or if it was a scam! Their website is horrible, customer service is horrible. I had to look them up on here to make sure they were even a real company. Fix your website and hire better customer service employees because I have never had to deal with such an unprofessional company in my life.