Metropolitan St. Louis Sewer District

Mr*** does not appear to have any credits on his accounts to transfer. The accounts that he lists in his complaint are all being directed to *** *** *** as requested

To Whom It May Concern: The property known as *** *** ***is currently being billed on a Residential Metered classMSD uses any meter reads done by the customer's water provider between January through April to calculate their average cubic feet (CCFs) of waste water disposalWhen
we arrive at that average our standard rates are applied to compute the amount of the monthly accrued chargesIf there is an increase to the customer's water consumption during this time, meaning the amount of water they are using at the property, any change in usage would then also impact their sewer billA few factors may contribute to an increase: leaks at the property, increased occupancy during the meter reading period, and/or issues with the water meter itselfAdditionally, all rate payers saw an increase to the rates we charge based on an approved Bond Proposal that was voted on last year.The incident described by the customer would not have impacted water consumption at the property since their water meter measures only what those occupants useThe customer would want to contact the water provider to validate that but MSD will bill based on the consumption reported to us by their water providerThe meter reads received (Common Usage) from the water provider are 'actual' readsIf the water provider makes any adjustments that impact the period we use to determine average ccfs then MSD will make the necessary adjustments on our endNo adjustments are due at this timePlease find the attached detail of Common Usage and Billed Usage for clarityLet me know if there are any other questions. *** ***MSD A/R Supervisor*** ***

*** *** Legal Council *** *** MSD denies all liability for this claimIn response to a call by *** *** on April 9, 2015, the Metropolitan St Louis Sewer District dispatched a crew to investigate the public sewer main serving the property at *** ***
*** StLouis, MO The inspection found the public sewer system to be open and clearThe Metropolitan St Louis Sewer Distract maintains the public sewer main onlyThe lateral sewer line, which runs from the residence to the public sewer main is the responsibility of the property ownerThe public sewer system was functioning property as it was supposed to functionThe cause of the baexperienced at *** *** *** was overland floodingThe property at *** *** ***, but not the residence, is located within a flood plain and is prone to floodingMSD has no liability for overland floodingMSD denies all liability for this claim and considered the matter closed

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

To Whom It May Concern: The customer's account # *** for the property known as *** *** **., was negatively impacted by some usage calculation issues we experienced mid year The impacts were to our residential metered customers that are billed on what we call 'Winter Quarter
Average'We set goals in an attempt to resolve the issues systemically and unfortunate for us and our customer base this effort was unsuccessful and inconvenienced those customers even moreMr*** would have seen a usage adjustment valued at $January 20, and another usage adjustment to correct the bill error amounting to -$on March 22, Additionally, the customer was refunded April 17, in the amount of $While the issue was resolved, we certainly understand the customer's frustration in the time it took to resolve the issue The only explanation that I can provide is that the underline issue was system generated and was impactful to a large number of customersIt took us some time to understand the totality of the impacts in order to determine the resolutionWe completed all of those assessments and corrections in February of this year (2017)The credit refund could not be disbursed until the corrective usage adjustments were posted to the customer's accountThe matter appears to have been resolved and we are aware of the negative impactsWe have taken preventative steps to avoid these incidents in the futureThe customer is more than welcome to contact me directly if there are any other concerns and/or questions *** ***MSD Accounts Receivables Supervisor*** ***

Initial Business Response /* (1000, 7, 2016/01/25) */
Complaint Response #XXXXXXX/ *** ***
Mr*** is requesting a refund since *** has provided an adjustment because their equipment was faultyMSD has adjusted the account to reflect minimum usage of 1ccf for the time period where
readings received for the winter months would be used to calculate the monthly bill for this year
Sincerely,
*** B***
Accounts Receivable Supervisor
MSD

Initial Business Response /* (1000, 7, 2015/08/12) */
Complaint #XXXXXXX *** ***
After review the MSD account for Ms***, her MSD bill is currently $per monthShe has not made a payment on her MSD account since April Since she has not made any payments her account
has progressed to a Law FirmShe is currently being pursued for non-payment of her MSD account
It is recommended that Ms*** contact the *** and *** Law Firm which has been trying to contact her in order to reconcile her accountMs*** should contact MSD Customer Care at XXX-XXX-XXXX to express her concerns about the sink hole and rocks on her yard
*** B***
Accounts Receivable Supervisor
MSD

Initial Business Response /* (1000, 5, 2016/01/25) */
Response to Complaint #XXXXXXX/*** ***
A review of Mr***' account shows that there is an issue with the billing system picking up information that incorporates additional billing into the accountThis will be programmatically
removed so that the property bills correctlyThe property located at *** *** is billed based on componentsIn this case rooms, baths, showers, water closetsMr*** will see an adjustment to the account on the next bill along with an adjustment for any late fees that may have occurred during this timeWe truly apologize for this issue and hope that this does not occur again
Sincerely,
*** ** ***
Accounts Receivable Supervisor
MSD
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been advised that this issue will be corrected on the next billWhen I receive the next bill the amount is even higherI will have to see it to believe it

To Whom It May Concern:In review of the customer's account # ***, for the property known as *** *** Dr., and their concerns, we have concluded the following:The property closed on 10/20/through the seller's title company, Continental TitleAn amount of $was quoted
through closing for unpaid sewer service charges and accrued charges due through the closing dateThe process went through and MSD never received the payoff amount quoted Sewer service through MSD is not transferable like other local utilitiesThe sewer service lateral line, that connects the users to the main sewer system, is part of their property and, as such, sewer service charges remain with the propertyMSD holds the property owner's responsible for the sewer service chargesIf the previous owner has not resolved any unpaid sewer service charges, standard business practice dictates that those charges are applied to the new owner's account to further attempt to resolve the outstanding amount dueIf there is an exchange of ownership, through a title process, the unpaid amounts are paid through the title company responsible for the transactionIf there are issues with that process, our only recommendation is for the customer to resolve the matter through the seller's title companyWhile we understand the customer's frustration, we have to keep in line with our business practicesThe new owner, Ms***, is responsible for the charges and is subject any action taken, on the part of MSD, in an effort to collect against a delinquent debt which may include collection agency assignment, property lien, and/or litigationTo avoid such action, it is recommended that Ms*** keep the account in good standing while she is addressing the matter with the title companyIf there are any additional questions, you may contact me directly at the number listed below *** ***Accounts Receivables Supervisor***

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

Initial Business Response /* (1000, 5, 2016/02/09) */
Response to Complaint #XXXXXXX, *** ***
MSD bills for sewer service using water readings from the homeowners water providerOnce readings were received for the property in question, MSD began billing for sewer serviceAfter
communication with MOAM and MSD Inspectors, Mr***s account has been inactivated and the charges have been removedPlease accept my apology for the delay in getting this issue resolved
*** ***
Accounts Receivable Supervisor

Initial Business Response /* (1000, 5, 2016/02/18) */
Response to Revdex.com Complaint #XXXXXXX ** ***
In response to the concern by Ms***, MSD uses water readings received from their water provider from the winter months to calculate the waste water portion of her billLast year her water
provider reported an actual reading of 20ccf during this time which calculates to ccfs or 7(if rounded up)MSD will make an adjustment to reflect minimum usage however, when water readings are presented for the winter months this year, MSD will use the readings to bill for waste water accordinglyMs*** will see this adjustment reflected on the next MSD billI apologize that this was not explained correctly
Sincerely,
*** B***
Accounts Receivable Supervisor

Complaint: ***
I am rejecting this response because:The adjustment on my September bill adjusted my usage, but did not credit me for my overpayment in August. My monthly bill should have been $for August, September, October, and November, for a total of $207.08. Instead I was erroneously billed $in August, and again in October. MSD customer service told me this issue was resolved on August 26, but this was not true.Total billed amount for August through November should have been $207.08. I made a payment of $on September 7, which MSD customer service told me would cover both August and September. For my October bill, which reverted back to the overbilled amount of $109.21, I paid only $51.77, since MSD had told me this was my correct monthly amount. Therefore I have made payments totaling $for this period. $minus $equals $46.10. I will pay $to cover my outstanding balance. I refuse to pay any late charges. MSD should not have taken months to resolve this simple issue.If late fees are removed from my account promptly, I will be satisfied with MSD's response to my complaint.
Sincerely,
*** ***

To Whom It May Concern: The property known as *** *** *** (MSD Account # *** / ***) is being billed by MSD based on a Residential Metered rateThis means that any water meter reads taken by their water provider between January 1*th and April 30th is used to calculate the average
CCF (cubic Feet) that MSD will apply the rates to beginning August of that same year until July of the following yearIn short, the customer is billed a fixed rate for months until the usage is re-evaluated againThe customer has two accounts: a judgment account (***-*) and a post judgment account (***)The judgment account has been delinquent since 11/The balance on that account is high due to non-paymentThe customer does not make consistent payments historicallyRegarding the increase to the CCFs we based the charges on has increased but that is due to the increase in water consumptionAdditionally, the water provider has also been sending us Estimated Readings and usage cancellationsThe cancelled/rebilled usage resulted in a usage adjustment 12/and that change would have been visible on the customer's 12/01/bill amounting to -$16.0* reducing the average CCFs billed per month from to 16. There is no justification for any other adjustments on that accountWhen the customer's account reached the final stage of collections resulting in a civil judgment, case # ***, account #*** was isolated from monthly accrued chargesA new account was created (account # ***) to bill from the date of the judgment forwardDue to a system error, new accounts created due to judgment are currently billing at CCFs instead of the amounts it should have billed prior to the judgmentI did notice, however, that the customer received another read 2/1/over 3*days and unitsI can use that read to adjust the post judgment account down to CCFs for the last months (-ccfs or -$83.37) and for the usage going forward through July The customer will see the adjustment reflected on their March bill statementI see no other need for any other adjustments on either accountThe customer has the option of setting payment arrangements on the 'post judgment' account (***) to avoid any other collections activity that might end in more litigationI would recommend her doing that as soon as possibleIf there are any questions, my contact information is listed below. *** *** A/R Supervisor***@stlmsd.com

To Whom It May Concern: In review of the customer's account, I have concluded that the refund has been processed as of 3/28/in the amount of $1,Checks are printed and mailed out on a Tuesday of each weekThe customer's check should be in the mail and they should have it by the end
of the weekWe do acknowledge the customer's repeated attempts to initiate the refund and for the delay/inconvenience we offer our sincere apologiesThe delay was caused by a discrepancy in our internal, manual processThe matter has been addressedShould the customer have any additional questions regarding the incident, they may certainly contact me directly at the information listed below. *** ***Accounts Receivables *** ***

Good Afternoon, I am in receipt of Mrs*** ***'s concerns and have arrived at the following after further review: The customer is being billed on a Residential Metered Rate which means that we will only use meter reads from the customer's water provider that are done between January
through April Those reads are used in a formula to calculate their average CCF (usage) and we begin billing for that usage beginning with the customer's August bill of one year through their July bill for the following yearThis contributes to the fixed rate the customer sees for months until we use the next year's meter reads in the same format. Mrs***'s account is currently billing ccfs and has been billing that since August MSD does not engage in civil matters between the customer and their tenants, however, if they have a new tenant move in we will bill a standard default ccf (usage) of (same as above)We will also attempt to accommodate the customer by using the next full day read, from the time they moved in, to assess their true usageRegarding the vacancy the customer has outlined, there is an October 2, meter read provided by her water provider that reflects a unit measure of and not which is an indication to us that there was usage on the propertyIn order for us to consider adjusting due to a vacancy we have to confirm a full day read with a unit measure of reported from the customer's water provider. I attempted to contact the customer to advise and provide some clarification and was only able to leave a voice mail messageThe number I called was ***In conclusion, the customer is already being billed the default of ccfs that we bill new customers when actual usage is unknown and the nature of the property's vacancy can not be confirmedWe see no reason to make any adjustments on the accountThere does appear to be some inefficiencies in the manner to which her concerns were being addressed so I will address those incidents internally with the staffIf there are any other questions, please feel free to contact me at the information listed below. MSD*** ***Accounts Receivables Supervisor*** ***

This is in response to complaint #***- *** ***. MSD verified that the funds from previous account #*** was indeed on the list of Unclaimed Property funds sent to the Missouri State Treasurer's office in 2015. The funds were sent under the name of ***
***. Since there were over 9,accounts sent to the State, they may be working through their processes in order for claimants to recover the unclaimed funds. It is recommended that Ms***s allow more time in order for the funds to be available to claim. Unfortunately, once MSD sends unclaimed funds to the State of Missouri, MSD can not recoup them to refund to customersI sincerely apologize that we can not be more helpful at this time
*** ***
Accounts Receivable Supervisor

To Whom It May Concern: The property known as *** *** *** ( Locator # ***) is also known as *** *** *** In review of the StLouis County Assessor's records, *** * *** *** *** are still the owners of recordPer MSD ordinance # ***, the property owners are ultimately
responsible for the wastewater disposal chargesSince we are not an 'applied for' service the sewer charges are attached to the premiseWe will not update ownership without documented proof of sale/purchase i.eQuit Claim Deed, Warranty Deed, Beneficiary's Deed, or Settlement Statements from a Title CompanyNormally, MSD is involved in the sale or purchase of property if there is a Title Company overseeing the transaction and the account for new owners are set up automatically through that process. We, The District, would have provided a prorated amount due through closing and been paid that amount out of the sale proceedsIf the customer did not retain the use of a title company and there is an outstanding amount due, once we are made aware of a change of ownership, we will set up a new account and transfer any remaining balances to the new owner but we have to have documented proof of the changeOur records indicate that the customer's last contact with our office was on 7/14/and at that time we informed them of the required documents needed to make the necessary change to the accountIf the customer can supply the appropriate documentation we would be more than happy to update our recordsI will place a collection hold on the account to prevent any collection activity for the next month as a courtesyPlease advise if there are any other questionsMy contact information is provided below. *** ***MSD Accounts Receivables Supervisor*** *** *** StLouis MO

Complaint: ***
I am rejecting this response because: I would like more information regarding this response My comment/question is: does this stand like it is until the next actual reading from the water company? When I do get an actual reading, and , if it reflects that my usage is less than the CCFs that MSD is billing me, will I be credited for all of the previous bills? (Because, if I'm not credited, as I expect my usage to be much lower, what MSD considers an average for all would be high for me.)
Sincerely,
*** ***

I spoke to Ms. [redacted],corrected first name spelling on her account. Also adjusted 7/2015 ccfs from 8 to 6. Waived late charge $ 3.52- as a one time goodwill courtesy. Mrs. [redacted] claims that she was not getting a bill which was true considering they have tenants at the premise and title closing did not go through. Mrs. [redacted] was also advised to expect the credits on the July bill statement. I provided amount to pay $ 149.66 less the lpc and $3.21 for 1 ccf. She advised she would pay the amount provided. I explained if she just pays what is due on her next bill that should bring her current. Mrs. [redacted] was also e mailed ledger transaction reports that outlined the charges, adjustments, and payments on the account.