Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Beckley Sanitary Board in Beckley, West Virginia billing system appears to be delayed in sending customer bills causing customers not to receive their bill in a timely manner. Many people in the community including vulnerable senior citizens are not receiving their bills in a timely manner, which is causing them to have their service shut off and having to pay a high price reconnect fee. Just like today the lines to pay the bills are long. Everyone is complaining about this same issue. This has been a on-going on for years. This needs to be investigated. They appear to be the only utility company that everyone is having the same issue with please check into this. Something has to change!

  Business response

  09/13/2024

  This letter is to serve as a response to a complaint received by the Beckley Sanitary Board (BSB) from your office. The complaint ID from BBB ID ********. The complainant states that Beckley Sanitary Board's billing system appears to be delayed in sending customer bills causing customers to not receive their bills in a timely manner, causing customers service to be shut off and having to pay reconnect fees. It also states that the line to pay the bill is long.
  

  Beckley Sanitary Board (BSB) bills are billed by billing cycles each week. These bills are mailed out on Fridays, around the same week each month. Bills are delivered to the post office and mailed first class mail, address service requested, on the bill date. BSB offers electronic billing if the customer elects for that. WV C,S.R 150-6-3.4 states that the "Bill due date" is the date when the utility mails the bill, and the "Latest pay date" without incurring a late payment penalty is the 20th day following the date the utility mails the bill. Any bill not paid within 20 days is delinquent. Late fees are applied on the 21st day and a written notice is mailed first class mail, address service requested, on the 22nd day stating that the bill is delinquent and scheduled for termination 10 days from the date of notice (the notice states the actual date it is at risk for termination). Two attempts to notify the account holder by phone/personal contact prior to terminating service are provided on two separate business days 36 hours prior to the termination date. This is done in accordance with the WV Public Service Commission Rules and Regulations for the Government of Sewer Utilities.
  

  BSB offers several payment options for our customers. Our payment window is from 8:00am to 4:00pm Monday-Friday, excluding holidays, if customers elect to pay in person.  The payment window tends to be busier during certain times of the month. We also have a drop box located on the side of our office that can be used after regular office hours and also checked regularly during office hours. Customers can sign up to have their payments automatically withdrawn from their bank accounts. A return envelope is included when mailed out for customers to mail payments back. Payments can be made through BSB’s website or automated call system and are posted directly to the customer's  accounts.
  

  Mr. *****'s bills are mailed and emailed. Our records do not indicate that any bills or late letters have been returned and BSB provides several options for customers to submit payments. In summary, our billing process is done in accordance with the WV PSC Rules and Regulations for the Government of Sewer Utilities.  
  

  We are unaware of any issues with the United States Postal Service that may have delayed Mr. *****'s or any other customers bills. While we understand Mr. *****'s concerns, BSB believes it affords Mr. ***** and our other customers sufficient time and a variety of methods to make payment.
  

  If you have any further questions, or if I may be of further assistance please don't hesitate to contact me.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩