ComplaintsforIndian River County Utilities

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/14/23 recieved a letter saying I was not elegible for ACH pay. I had tried to switch accounts, their online system said thank you , this will process in 1-2 months. I figured I was good to go! Get the letter today talk to a bunch of incompetent old ladies and they dont understand their own online system and have to manually enter the information. I should have been told this when trying to switch accounts. Now I cant go in auto pay and they wont do anything about it. Total morons oh and they are the only option for water! They also refuse to take off the late fee, what a joke!

  Business response

  07/25/2023

  I want to take this opportunity to address the process of auto draft.
  They are two different processes to be signed up for the auto draft (***) ,  1) is by providing staff with a voided check in office and the *** is created in our utility bill system (manual entry) or 2) the customer has an opportunity to sign up with *** through   our web portal and provide the banking information, which then post to their account. The system will except the information the customer provides.  The information that is provided by the customer is the information that is used in flat file that goes directly to the bank when time to pull funds.
  In this particular situation the *** banking information was set up through the web portal, I do not have the exact date the change to the account was made. If the change was made days before the *** was to pull, the file is already created and sent to the bank so it could have just been a simple timing issue as far as when the change was made to when the file was created and sent to the bank.
  I am also attaching a screen shot of what the message that is provided when adding or changing banking information on our web portal.
  I do understand frustration when trying to do a simple update and keep the wheels going in the right direction and it becomes some what of blunder, that I frustrating.I dont believe there was in ill will intent. The unfortunate factor is some past history fallacies, which now has the account in a no *** status. I am willing to help in that manner and make it possible for ************** to have *** reinstated but I will have to warn that if the account has another issue whether it is a banking transmission error or NSF the account will be removed from ***.
  In the request from **************, she is asking for the fees to waived, and as I stated above I do not believe that ************** had ill will intentions so I will ***** the request for a one time courtesy fee waive $25.00.
  Please contact ********************* *********** if you would like to proceed with *** for your bill pay.
  
  *********************
  Customer ************* manager
  ************
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Clear system issues at the business are being passed along to the customer as fees.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I moved 3/2022 after selling my home in Indian River County. I had service with IRC Ulities at my old address. I paid the final bill for my old address and opened a new account through IRC Utilities in my new address. After a few months one of my payments was misapplied to my old address. I contacted IRC Utilities and they corrected it. A few months later IRC utilities shut off my water and charged me $78.44 for the shut off even though I had paid my bill. I went to their office and was told that again the payment was misapplied to my old address. They immediately turned my water on and reversed the shutoff fee. Last month my water was shut off again and was charged the shut off fee. I immediately went to their office and again they told me my payment was erroneously misapplied to my old address. They turned on my water but this time they refused to reimburse me for their error. I spoke **** ******, Customer Service Manager who told me payment would be credited to my next bill. I received my new bill but the credit was not applied. When I went to the office she refused to see me and had the receptionist tell me she decided not to credit my account for their error.

  Business response

  02/18/2022

  customer was applying  his payment to his previous location through his online register account. . Indian River County Department of Utility Services  (IRCDUS)  was not applying the payments.to the wrong locations. IRCDUS did indeed remove fees for the customer when he was mis applying his payments and was in turn being  disconnected for non-payment on the correct current account. 

  IRCDUS has taken corrective action and removed access of previous location account  from customers online registered account. going forward he will only have one account to pay towards. 

  we will remove another fee for the customer as a courtesy 

  Business response

  03/21/2022

  the customer was refunded or credited 2/21/2022  $78.44   currently has a credit of $30.70

  Customer response

  03/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16493971, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

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