ComplaintsforMenallen Township Sewer Authority

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 7th, 2024 I (****** *******)contacted the sewage company to pay my bill before they post my door and charge me an extra $50 for the fee to do so as this is a monthly thing with them. I left a voicemail on February 7th 2024 about calling to pay my bill to avoid another posting fee. On February 12,2024 first thing in the morning my door got posted and I was charged an addition $50 like I was trying to avoid when calling them mid week the week prior. I promptly contacted the sewage authority to explain my frustration and was greeted by a woman who stated she returned my call after receiving my voicemail on 2/8/24 but didn’t leave a voicemail because it wouldn’t let her. I have no history of this claim in my phone log. On the same Thursday I received a missed call and voicemail from someone else showing my voicemail was working and could have been used if the return call was placed. I spoke with the supervisor who told me I would need to attend a board meeting to complain. That would consist of me losing more money by taking time away from my job to attend which isn’t feasible as this complaint is about money I shouldn’t have been charged not issues within my neighborhood I would want to see change. A board meeting wouldn’t be the professional way to address an issue with being charged a fee for a door posting that I tried to avoid by calling twice days prior to pay. The lady then proceeded to voice how it’s not ‘her’responsibility to call me about a bill I owe. While she is partially correct it is her job to return a call and voicemail left by the consumer and/or showing the attempt to return the call and leaving a voicemail if unanswered. I called and left a voicemail explaining my call was to pay the bill to avoid the additional fee, the lady’s claim was that she returned the call but couldn’t leave a voicemail. Along with this complaint I am also attaching the call log as well as the voicemail list showing my voicemail was receiving voicemail that day

  Business response

  02/20/2024

  On February 12, 2024 we received a call from said customer stating that she was posted for non-payment of her sewer bill on February 12, 2024.  She stated that she called and left a message on February 7, 2024 to pay her bill.  Our office hours are Monday thru Friday from 8:00 am to 3:00 pm. Said customer did leave a message on February 7, 2024 at 3:31 pm from said cellphone number.  We returned the call on February 8, 2024 at 9:31 am but was unable to leave a message, it just kept ringing.  It was noted that the call was returned.  Said customer was informed that the call was returned and at first, she told us that she did not receive a call but then stated that in fact there was a number in her call log from our office but there was no message left.  The customer was told that we could not leave a message because it just kept ringing.  Said customer than asked why we didn’t try again and was told that it is not our policy to kept calling the customer back and was asked why she didn’t call back.
  We have attached a copy of our Statement that has our office hours and when the bills are due.  We mail the bills out on the last business day of the month so that the customers get them the first week of the new month.  The bills are always due by the 20th of every month whether the 20th falls on a weekday or weekend.  The highlighted part of the bill states on every bill that if payment is not received by the due date, they are subject to all fees.  Attached is a copy of the monthly bill.  When a customer falls behind, there is a highlighted sticker put on their bill the date the posting will occur.  This is done so that the customer may have a chance to pay the back amount before posting occurs. Attached is a copy of the posting sticker on the statement. 
  Said customer has been posted 9 times prior to February 12, 2024.    

  Customer response

  02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Good Afternoon,

  
  In response to the complaint response received by the sewage authority, I did receive the paper via mail on February 7, 2024 and that’s when I tried reaching out twice that same day as shown in the original attachments sent. I called at 9:30 Am as well as 3:30 PM both unanswered. I have left a voicemail stating I was calling to pay the bill to avoid the posting fee. The posting happened that following Monday shortly after the business had opened. The bill is for the month of January. I received the bill on Wednesday the 7th of February which is what prompted my call to pay the bill. The allegations that the phone kept ringing and wouldn’t allow them to leave a voicemail is incorrect which is also shown in my original complaint where I had a voicemail from the same day from a seperate person I had missed a call from. they are claiming my voicemail wasn’t working for them and that screenshot shows my voicemail was working the day of the alleged returned phone call. The lady over the billing became rather unprofessional with me and stated it was “not her job to call me in regards to a bill I owe” when I stated it in fact is her job to return phone calls/voicemails left by the consumers. I was never given the opportunity to reach back out on Monday to pay the bill as my door was posted that Morning at the time of business hours opening. The interaction with this lady was very unprofessional. Any posting fee I have received in the past has been paid without complaint. However, I reached out twice once the mailed paper was received on February 7th to pay the bill to avoid an additional charge.  I am formally requesting the $50 posting fee be refunded as this was a lack in communication on their part after expressing the reason behind my calls and voicemails was to pay the bill.
  
  Best regards,

  
  ****** ******* 

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  Also, may I add, after re-reading their response, I notice it says the bill is sent out the last day of the month to be received the first week of the following month and the payment due date is the 20th. My door was posted the 12th of February. The letter posted on my door stated it’s for the service ending January 31st which then only allowed 2 business days (received the 7th and called to pay the 7th)after receiving the bill to pay it before posting it on first thing Monday morning of February 12th? 

   
  ******** ****** *******

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