Complaints

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am writing to lodge a formal complaint against DeWhite Utility District, located in Dekalb County, *********, for their unfair and uncommunicated practices regarding bill payment and service disconnection. I have been a loyal customer for over two years, and I am deeply disappointed and inconvenienced by their recent actions.On November 28, 2023, my water service was abruptly terminated without any prior notification. This disconnection was due to an outstanding balance of less than $65, which was merely 25 days overdue. The lack of any warning or attempt to communicate this impending action by DeWhite Utility District has caused significant distress and inconvenience to me.Furthermore, to restore my water service, I was charged an additional fee of $60, which I find exorbitant and unjust, especially considering the minor nature of the late payment and the absence of prior notice.I believe that DeWhite Utility District's actions violate fair consumer practices, especially regarding communication and the imposition of fees. Their lack of transparency and consideration for customers is concerning and warrants your attention.I kindly request the BBB to investigate this matter and ensure that DeWhite Utility District adheres to ethical business practices, including providing clear communication to customers about bill payments and service disconnections, and imposing reasonable fees. I also seek assistance in resolving this issue, potentially including the waiver of the $60 reconnection fee, given the circumstances of my case.Thank you for your attention to this matter. I am willing to provide any further information required and hope for a prompt and fair resolution.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My service was cut off on 7/20/22 without notice by DeWhite Utility. DeWhite sent my bill to the billing address and not mailing address. They claim they sent the July invoice to the proper address but I never received and they could not provide evidence. I was charged $60 to turn service back on and was never notified service would be terminated per the contract. They evidenced my August bill as notice, but that provides a due date of August 5th, not July 20th when service was terminated. I asked to have the fee waived but they refused. I pointed to the contract and their obligation to notify me before terminating service without any luck. I notified them I would have to dispute the $60 charge with my bank as they did not follow the terms of their own contract. I was then threatened by **** ******* to have my service turned off for the dispute, charged another $60 fee, and an additional $20 charge. A copy of the contract and August bill are attached. An acceptable resolution for me would to have $60 credited to my account for DeWhites failure to provide proper notice.

  Business response

  08/17/2022

  Business Response /* (1000, 8, 2022/08/17) */ DeWhite Utility Districts' contract does not state that notice will be given prior to disconnection. The contract states "accounts not paid by the 15th of each month will be subject to be discontinued (cutoff) and a fee of $60 will be charged for reconnection". The only place the contract mentions anything about notice of disconnection is under the "Is there any medical reason that services cannot be interrupted? (Written verification from a medical doctor is required before meter can be labeled as non-cut-off. The water bill is still required to be paid in full, but notification will be made prior to disconnect.)" The customer marked no to this question on the contract. The contract also states "the utility bills for services monthly, and bills are mailed in bulk at the US Post Office. The utility cannot guarantee the delivery of its bills. Failure to receive a bill does not relieve the customer of the responsibility of paying the bill". The customers first bill was mailed to the billing address he provided on the contract. It was returned with a forwarding address from the US Post Office and was remailed to the service address on June 17, 2022. The customer's first bill was due July 5, 2022 and was subject to disconnection after July 15, 2022. The customer was mailed their second bill on July 11, 2022 to the service address with a due date of August 5, 2022. Their past due amount from July 5, 2022 was clearly listed as "Past Due Amount" and the bill states in red letters "***Attention*** Due Date only applies to current charges. Any amounts listed as Past Due are subject to termination". The customer's service was not disconnected until July 20, 2022 which was ample time to receive his second bill that stated he had a past due bill. When the customer threatened to have the charge which included his July 5th bill reversed by his credit card company, he was notified that it would be treated as a returned charge and would be subject to a $20 return fee. Services would be disconnected immediately upon the returned charge as the payment was for a delinquent bill and reconnect fee thus an additional $60 reconnect fee would apply to have service turned back on. DeWhite Utlilty District is a public utility that serves water to the western portion of White/Dekalb county and is a government entity that has policies and procedures in place to protect past, present and future customers. This complaint was handled within those policies and procedures.

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