Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Andover water utility billing: **** was paid by "paper check" 7/2/2024 this check did not timely clear into our account. Calls to Opus customer service were made. The final call 7/24 indicated that the check was still outstanding. Our bank submitted an "electronic check" on 7/19/2024, at this time the *** from Opus again indicated the paper check had not been located or processed. To insure safety of the original paper check, a stop payment was ordered. THE Problem - Both electronic and paper were presented and deposited at *************** and credited to Opus's/city of ******* account. A stop payment was filed with our CU (paper). Opus deposited the paper check on Aug 31. This resulted in a *** charge of $30 - due to Associated charging Opus a NSF fee of thirty dollars-according the CS supervisor at ****. I spoke to Opus customer service supervisor who said credit or ***ayment would not be provided.

  Business response

  09/24/2024

  **** *****

  We have completed a review of the complaint and the payment transactions for this account.  We believe the statement from the customer to be true as to when they mailed their original payment.  We have experience frequent delays in mail being delivered by the ****. The customer has a good payment history.

  OPUS21 does post payments within 1-buisness day of receipt.  However, delivery was delayed which is not the customer's fault.

  When the customer next made an electronic payment, the bank mailed a paper check.  Most banks advise on their site to allowing ***** days for delivery since not all relationships are truly electronic.  It too was posted within 1-buisness day of receipt.

  Because these circumstances where outside both the customer and our control, we have issued a $30.00 REFUND to the customer's account.

  We hope this brings a satisfactory conclusion to this BBB notice.

  Thanks - ****

  Customer response

  09/24/2024

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

  Having worked for the ** in the past I did not believe they were that incompetent.  This months payment was sent by certified mail to prove how quickly the mail is delivered.  I mailed the payment on August 30, certified, the letter is still NOT DELIVERED as of Sept 24.   My thought was OPUS processing was the problem.   NOT SO,

  my apologies for believing OPUS was at fault

  ****

   

   

   

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