Public Water District Two

The customer’s bill was due April 21. There was no payment made. Our company mailed out a disconnect notice if it if was not made by May 5. On May 5, the bill was still not paid. We gave them until May 8 then we disconnected service. They contacted us because they were upset about having to pay a...

disconnect fee with their payment. Our policy is to disconnect after 10 days of payment being late. We could’ve disconnected their service on May 1, but we gave them till May 8. They had an additional 7 days they could have paid the bill. That is our billing policy. They finally paid on May 11 and their water was turned back on immediately. As far as her sister’s account, we do not discuss other accounts. I wanted to add that we have a monthly board meeting with our board of directors. They went to the meeting on June 6 and expressed their frustration. Our board of directors found that we acted according to our policy. As far as the online billing payment system error, I was never told anything about this, but they have made payments since then with no issues. Every time the customer attempts to login, we have a record and I am not showing any attempts. I have also showed this to our  board of directors.