ComplaintsforSewerage & Water Board New Orleans

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello BBB, This complaint is with ******************************************* board of New Orleans. I emailed them the below on August 9, 2024 and have not received a response. I received a confirmation of receipt so I know it was received by NOSWB. Action needed: NOSWB to investigate why my water bill went up nearly 40% within the past few months. Is their a leak on its end with the meter or main? I have no leaks within my residence and have not changed water usage practices. I'm one person. If I take its recent billing practices, IF I lived in a household of 4 people our water bill would be $328 a month! I would like a credit put on my account for May, *********** 2024 overcharge of $22/mo, totaling $66 credit. It has been 10 days since I emailed NOSWB and no response. Please see the email I sent NOSWB below: Hello, I believe there is something very wrong with my water bill the past 3 months. I opened an account with NOSWB in November of 2023. Since then my bills have been November 2023 at $62, December 2023 at $62, January 2024 at $62, February 2024 at $61, March 2024 at $61, April 2024 at $61. Then, for some reason beginning May 2024 it has steadily increased. I am only one person in my house. I have not changed my water usage at all. I do one load of laundry a week, I do no watering/landscaping at all and never have, I take the same amount of showers, etc. There are no leaks and my toilet isn't running when not in use. There is no reason my bill is now nearly 40% higher. My July 2024 bill is $84. Please assist. Things like this only add to the already non-trust New Orleanians have with NOSWB. Thanks, *************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In March of 2024 I received a water bill for double my average usage. When I called sewerage and water board to dispute this claim they said that this was an estimate bill and they would send someone out to read my water meter in person. I called once a week for two more weeks and each time the representative said someone was scheduled to come out but they hadnt made it to my meter yet. The third time I called I got an entirely new response that I had an automatic meter that could be read remotely. My next bill came and it was still an estimate bill. I called again and they said my future bills would be adjusted according to my average water usage. I have now received a fourth water bill that is another estimated bill. I have not recorded any credit for paying double my normal bill in March. My account number is *************.

  Customer response

  06/09/2024

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Sewerage & Water Board New Orleans regarding complaint ID ********.
  
  Regards,
  
  *************************
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Billing issue-Ongoing for 2+ yrs. Initial bill received 12/8/21 that reflected ****** gallons water (67.8 x 1000) for a home with a 4yr average water usage of ***** gallons (1.1 x 1000) - 2 yr prior/2 yrs after this billing. Over last 2 yrs, I hv continually been in contact with **************** (calls, emails, etc) requesting investigation and/or explanation and all Ive received is a verbal Investigation Is Still in Process and findings should be mailed. As of 4/22/24, I have received NOTHING!! This total bill was $1,158.77 (that included other charges I have questioned) but then I got another bill 12/22/21 for $34.68 = $1.193.55 outstanding balance. But in addition to this questionable water usage, SWBNO then withdrew (auto payment) $1,309.04 from my bank account on 1/12/22 - $115.49 more than current outstanding bill! Now to answer/explain this withdrawal difference is just simply math and possibly a review of the most current bill- nothing that requires 2yrs of investigation to answer but again there have been no response/reply! I dont know if its an understaffed issue but whatever it is, the Consumer carries the burden in these billing issues because a public utility service is a monopoly.there are no other options!! As such and while this billing issue is 2yrs old (still pursuing) my writing today is presented to add fuel to the fire related to the operational problems (staffing/systems) at ***** and the need for more regulatory oversight that holds them accountable to consumers.

  Customer response

  05/13/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Sewerage & Water Board New Orleans has been resolved.
  
  (By clicking "OK", your complaint will be closed as Resolved.)
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Five years of erratic and inflated ******************************************* Board ******** from 2019 to present day. Initiated a dispute about the balance and consistently paid inflated monthly ******** while under investigation. Yesterday, water service was cut off to the house without an email, phone call, or mail correspondence indicating that the water would be turned off on that date. Called customer service to inquire and were advised that ***** would not turn the water on until the full balance (over $3,000) was paid, even though they had received and processed monthly payments. The ***** used coercion to force us to pay inflated unfair fees by cutting of a life necessity (water service) to a household with young children.

  Customer response

  03/19/2024

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Sewerage & Water Board New Orleans regarding complaint ID ********.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill from the ***** for $4.86 due for 26Feb2024. However, the website says I owe $***.52. I called on 21Feb2024 regarding this bill discrepancy. The person helping me took a look at the bill and did admit that it was strange and didn't make sense. She said that in her system she could see that I paid my last couple bills in full. However, on the bill it appears, as she said, that there was a charge of $133.66 that is being rolled forward. The service person admitted that the $133.66 shouldn't be on my bill but in her system I still owe #***.52 and there was nothing I could do. She did forward my bill to a billing supervisor and she said he would call me prior to my bill being due on 26Feb. My bill is due today and nobody from ***** called me. So I called I spoke to that billing supervisor. All he could tell me was that the bill online is incorrect and that I will be sent a correct bill to show that I owed $***.52. So I am expected to pay $***.52 with no real evidence that I owe that. Additionally, the math is not adding up and the only thing they could do was fudge the numbers on the bill so that the numbers would match. They had no real explanation to the discrepancy on my bill but admitted to "fixing" the bill to show the $***.52 owed. I'm not sure how on a single bill I'm told I owe 3 different amounts. I am paying the $***.52 today without a proper bill

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I have received the latest water bill of $1,227. There is an error in the billing and posting of the bill due on your site. I checked for the bill due starting the 1st of Jan because I know the bill is due between the 3rd and 5th of each month. No bill came in the mail or was posted on the site. The previous payment of $100.45 was paid because I checked the site for the posting. We never received a paper bill in the mail. I checked the site and there are 2 postings for past due bill that we never received in the mail and was not posted on the site until recently. Previously stated that I check for the bill at the beginning of the month and nothing was posted. Secondly, there is an error in the meter reading. Our family does not use over $600 a month in water. Our previous bills have always been in the $100 range. There is no way we jumped from $100.45 usage to $640 plus in one month. We have seen a meter reader on this block in months. We believe this is a data entry mistake or faulty meter. Please look into this ASAP. Thank you.

  Customer response

  02/18/2024

  At this time, I have been contacted directly by Sewerage & Water Board New Orleans regarding complaint ID 21208000, however my complaint has NOT been resolved because:
  
  [Your Answer Here]
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  Sincerely,
  
  **** *****
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is a Joke. This is the only water company in the city of New Orleans. I have been living in my home for 4 months and only received one bill. I have been asking for my bill for months. They are trying to add all those bills together over all those months and expect me to pay. I want my monthly bill. This company over charge and is not professional at all. The same thing happened to my mother and they expected her to pay $1000.00 at once. Im tired of calling and nothing is getting done. It doesnt take long to send a bill. No one wants to be charged a lump sum.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  DENIED REQUEST FOR ************** OF MY S&WB ACCOUNT # ...****** AS REQUESTED WEEKS AGO USING S&WB'S PRINTED PROCESS IN THEIR NEWSLETTER ONLINE ZERO RESPONSE, BUT BILL INCREASED TO $499. WHILE I'M STILL WAITING FOR AN APPEAL, ***** AND REFUND TO MY BANK ACCOUNT. TODAY, 9/26/2023, I PAID ANOTHER FALSIFIED & OVERCHARGED BILL OF $499. TO **** *********************************************** BOARD. AS A 84 YEAR OLD DISABLED SINGLE BLACK WOMAN, LIVING IN ONLY ONE (1) ROOM OF MY HOUSE SINCE I GOT OUT OF REHAB IN 2018, I CAN BARELY BREATHE & WALK TO MY BATHROOM NO MORE THAN TWICE A DAY, I TAKE NO RINSE BATHS CAUSE I CAN'T GET IN & OUT MY TUB BY MYSELF, I HAVEN'T BEEN IN MY KITCHEN SINCE 2015 WHEN I 1ST STARTED NOT BEING ABLE TO ******** HAD (3) CONGESTED HEART FAILURES, I SUFFER FROM PAINFUL DIABETIC ULCERS ON *********** REQUIRING WRAPPINGS,, SHORTNESS OF BREATH FROM OBESITY, ETC. MY USE OF S&WB WATER IS VERY LIMITED BUT MY S&WB BILLS ARE ERRATIC & ARE BASED ON FRAUD, WASTE, ABUSE & GROSS MISMANAGEMENT EQUATING TO CHICANERY TO PERPETUATE ELDER ABUSE??. DUE TO ************* OF BAD EXPERIENCES, I DO NOT DRINK & I HAVE NOT DRANK S&WB'S HIGHLY QUESTIONABLE WATER FOR OVER 30 YEARS.IN 2018, WHILE IN REHAB, WITH MY HOUSE EMPTY, S&WB SENT ME A $1,000.BILL EVEN THOUGH NO ONE WAS USING WATER. I REQUESTED & RECEIVED AN APPEAL HEARING THAT REVEALED THE S&WB OLD METER HAD BEEN BROKEN & REPAIRED W/OUT MY KNOWLEDGE FOR MONTHS LONG BEFORE MY APPEAL. THE REFUND OF SO CALL CREDITS WAS SO CONFUSING IT DIDN'T MAKE SENSE. AS REPRISALS S&WB HAS OVERCHARGED ME FOR MONTHS TO GET THAT REFUND & MORE BACK BY MONTHLY ERRATIC, FALSE OVERCHARGES.WEEKS AGO I USED S&WB FORM ONLINE TO REQUEST ANOTHER AUDIT & APPEAL OF MY ACCOUNT, ZERO RESPONSE AS REQUIRED.THIS COMPLAINT IS TO GET AN ************** OF MY ACCOUNT FOR PAST TWO (2) YEARS WITH ANY REFUNDS PAID BACK TO MY. CHECKING ACCOUNT, NOT SO CALL S&WB CREDITS.THE JUSTICE **** SHOULD TAKE OVER S&WB & GET RID OF THOSE OVERPAID SALARIES FROM 6FIGURES AT THE TOP ON DOWN??.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Our concern is that the Sewerage and Water Board of *** Orleans is scamming its residence to make up for bills the city ******* said they could not bill for under a new law by cooking the books on usage.Note: my spouse is on the bill, but I am also noted on the bill as an authorized individual for the account. Bill 1: Read date - 02/02/2023 Days on bill: 12/01 - 02/02 = 95 days Usage: 1.4 thousand gallons Avg. daily: ***** gallons Bill 2: Read date - 03/31/2023 Days on bill: 02/03 - 03/31 = 57 days Usage: 2.7 thousand gallons Avg. daily: ***** gallons Issue:Our first bill spanned 60% more days, but used 52% less gallons. This resulted in a 3.2 times or 320% increase in usage per day on average for the bill with the read date of 03/31/2023. We have opened an investigation with the company over a series of unusual water usage readings. A request was made prior to May 13, 2023 to have an individual inspect our water meter. They closed the investigation days later, stating that the water usage was not abnormal. We have a ring camera and can attest that no one inspected the meter for damage. Additionally, it was requested that we be present for any subsequent in person meter readings. There have been 2 in-person meter readings since this request, and we were not notified of, or present for any reading to ensure the accuracy of any of them.Note: the city ******* of *** Orleans has opened an investigation into the sewerage and water boards billing practices as of April. Additionally, the company publicly refused to comply with a billing law issued early this year by the city *******. As of February 2023, the city had obtained information that the Sewerage and Water Board of *** Orleans had more than $133 MILLION in unpaid dues as a result of incorrect billing and possible wrongdoing by employees. The *** has charged and convicted numerous officials at the company with embezzling <$100,000 each. The corruption is well known at this company. Please help.

  Customer response

  08/17/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Sewerage & Water Board New Orleans regarding complaint ID ********.
  
  Regards,
  
  *************************
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Good Morning BBB,I am trying to get my deposit back (minus any payment owed from me) from account created at SWB for a rental property of mine. The account was opened for only about a month until another tenant moved into the property. The account was opened for property address **************************************** LA ***** on March 2nd, 2023 when I submitted a $100 deposit. I have spoken to SWB several times over the phone and via email. Although SWB has said the check is being sent out, or has been sent out, it simply never arrives. I'd like the remainder of the deposit to be sent to my current address at ********************************** Orleans LA *****. Please let me know if you need additional information.Thanks,*********************** **************

  Customer response

  07/30/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Sewerage & Water Board New Orleans has been resolved.
  
  (By clicking "OK", your complaint will be closed as Resolved.)
  
  Sincerely,
  
  ***********************
  

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