City of Cornelius

Response to complaint ID [redacted] dated 9/28/2016
Customers opened a new utility account on 04/21/2016. At which time they provided a copy of their leaseagreement. The lease agreement listed two names, which included social security numbers and signatures for bothnames.
Cornelius City Code...

13.05.040 (L) states "No water service connection shall be made until such time as the applicantfor such service has paid all outstanding charges and fees imposed under this title and Chapter 8.05 CMC, if any,owing by the applicant for service provided at any structure, location or premises within the city of Cornelius"-At the time the new utility account was opened there was no balance owing on the customers old utilityaccount.
06/01/2016 -Customer called to close their old utility account, at which time they had a 2-month balance of $266.53.($136.12 was due 05/10/2016 & $130.41 was due 06/10/2016)06/10/2016 - A final bill was mailed, with a due date of 7/10/2016, at which time the final billing balance was$271.38.06/10/2016 - Customer made a partial payment of $136.12, leaving a balance owing of $135.26.06/27/2016-A late fee of $10 was billed leaving a new balance of $145.26.07/15/2016 - A late fee notice was mailed Informing customer of their past due balance. Letter was mailed tocustomers new address.07/25/2016 -A late fee of $10 was billed leaving a new balance of $155.26.08/15/2016 -A second late fee notice was mailed informing customer to pay balance owing by 5pm September 15,2016 or account may be sent to collections. Letter was mailed to customers new address.08/25/2016 -A late fee of $10 was billed leaving a new balance of $165.26.09/15/2016 - A third notice was mailed Informing customer to pay balance owing on their old account by 5pm,September 26, 2016 or service would be disconnected at their current address. Letter was mailed to customers newaddress.09/25/2016 - A late fee of $10 was billed leaving a new balance of $175.26.09/27 /2016 - Customer did not make payment by date/time In letter so utilities were shut off at new address.09/27/2016 - Customer called our office regarding utilities being shut off.
We have no record of communication regarding the customers old account between 06/10/2016 to 09/26/2016.We have no record of the customer requesting a payment plan. And after reviewing her account I see no reason thatone would have been denied if customer requested one.We have no record of a complaint, or claim, regarding theft by an employee in relation to this customers account.All notices mailed state "If you feel that this is In error or you have questions regarding this matter please feel free tocontact me at 503[redacted]". I did not receive any calls, emails, or correspondence from the customer until theutilities were disconnected on 09/27/2016.
Ellie J[redacted] ManagerCity of Cornelius