I pay the bills for my elderly parents via online banking. They are 94 and 87 years old. My parents received a letter that their account was overdue by six months and that their water would be turned off in two weeks When I called to ask why we hadn't been getting a bill I was told that the bill was being sent via E-mail. I had not signed up to receive the bills via E-mail. I was told the amount due and paid it online as I spoke to the employee and gave her a confirmation number. I asked her why hadn't they received a letter or a courtesy call when the bill was a couple of months overdue. I was told that we don't do that. I told her that it was very unprofessional to just send a notice that the water would be turned off. I suggested that the next time they have a staff meeting she should mention this to her boss. She said the computer wasn't capable of this, which I responded to that in this day and age a billing system could red flag an account if it's getting too overdue and then a courtesy call could be made. During this conversation I was also told that only the persons name on the account can change it back to paper billing, but they had no problem about telling me how much was owed so that I could immediately pay the bill.
My stepfather has been in this house for over 60 years, used to work for the City of Mentor and is not financially challenged. You would think that they would have noticed that a customer of this caliber deserved a little more respect.
The day after I paid the past due bill my parents received a call from a collection agency. My poor stepfather was on the phone for 20 minutes with a rude collector. He didn't want to hear that the bill had been paid and that it was just a big misunderstanding.
Conclusion: THE WATER COMPANY IS A MONOPOLY SO THEY CAN ACT LIKE BULLIES.
Lori Jackson, Mentor, Ohio
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