ComplaintsforWestern Virginia Water Authority

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Beginning April 11th, I discovered through bill pay that Western Water was paid instead of my power bill. I called the bank, they stated they could not stop it and to call the water company. I did, I explained what happened and requested a full refund of my money. My water bill runs between $28-$34 per month in which has always been paid well before the due date. I have made numerous calls to find out what is happening with my refund. I called again around the 18th and the representee told me checks were cut 1x a month and somehow it was going to be the 25th, but they told me it would take 7-10 days to receive from a city 41 miles from me. I called back at the end of April and they told me I would be getting a refund of $285.80; they deducted the current bill of $28.20 in which I told the no, I want a full refund, plus they still have a $100 deposit from July of 2022. I called back again May 3rd and the representee told me it appears that they mailed me a check the day before for $314.00. They did exactly what they told me, they put the crit on my water bill. This caused a financial hardship as I could not pay my light bill, I received a disconnect notice and had to take a full $418.00 out of my Social Security check and that meant no groceries. Finances are hard enough these days, and they have no right to keep my funds. I pay my bill usually around the 11th-12th every month and have never been late, actually always paid before the due date. I have been treated very unfairly and I feel like I have been lead to believe I was getting my funds back and now here we are in May and my light bill is due the 16th and I have no money.

  

  Business response

  05/16/2024

  The Western VA Water Authority did receive an overpayment on this account as the customer made a payment intended for another company. In order for us to process a refund, we need proof that a payment has cleared a customer's bank account in the form of a bank statement or a letter on bank letter head. Once that information was received from the customer, we submitted the refund request and the overpayment check has been issued to the customer on 5/16/2024. 

  Customer response

  05/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** *****

• Initial Complaint

  10/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Western water authority is holding me responsible for someone else's bill refusing service to me and health hazard living without water more than three months

  

  Business response

  10/12/2023

  Attached please find the response to ******* ******* from the ******* VA Water Authority. 

  Customer response

  10/15/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ******* ******* ******* ****** (*******) is on deed as well as an owner why cant her past bill be paid and $200 deposit to get serviceon

  

  Business response

  10/19/2023

  The water/sewer charges and fees at this service address need to be satisfied by the property owner or persons living at the property during this period before service can be started in their name.

  Customer response

  11/03/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I need the business to give me an account number an an itemized bill.  The account numbers they have given me in the past are for closed accounts.  I am trying to get assistance to pay this bill.  Regards, ******* ******* 

  

  Business response

  11/08/2023

  As of November 8, 2023, we have not received the necessary documentation to show information on the executor of the estate or the current property owners. These documents are necessary in order to release any financial information about this account. 

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