![]() Upon moving into my new home the city water was working. in Phoenix in or around the month of June 2020. Hello,I'm contacting the BBB in regards to a very serious error made by the City of Phoenix on multiple levels and at many different times throughout the past 2+ years. These options should allow you to prevent the situation you experience from recurring. You have the option to enroll in autopay through our website as well. If you receive ebill notifications you can also elect to receive optional notifications prior to the due date of your bill, if your payment is late, or when your payment is received. You can create an online login by visting /payonline. If you have not already, you may wish to consider managing your account online. I understand the inconvenience of having low-flow service over the weekend and I am sorry you found yourself in that situation. ![]() Service was restored to full flow the following business day, 4/3/23. ![]() Although payment may have been made on 3/30/23 it did not post to the account until 3/31/23. In this case service was restricted on 3/29/23. In addition to this message, a reminder is sent via us mail to the mailing address on file to advise that payment has not been received.Īt this time the city of Phoenix is not turning off service, but instead restricting service to low-flow. When unpaid charges exist on an account, bills will include a message in the top left hand corner to "Pay $xx.** immediately to avoid service termination". Although the Better Business Bureau does not have jurisdiction over municipalities, I am happy to respond to the complaint. Thank you for sending this complaint to my attention. However, we have since received verification of payment from the third party collection agency and have scheduled service to start on the earliest available date of 4/13/23. It is regrettable the previous balance caused a delay in processing the request to start service. When the payment is made to a third party, such as a collection agency, verification of payment can take ***** hours. Additionally, Phoenix City Code Section ***** does not allow us to start new service until any past due balances are paid. Unfortunately some of those existed in this situation.Īlthough documentation is required to start service, one of the documents accepted is a settlement statement, which would typically be available in advance of the deed. This is a minimum requirement and not a guaranteed timeframe there are multiple factors that *** impact processing the request. I can understand the frustration of residing at a property without water service.Īs noted on our website, requests to start service require a minimum of one business day advance notice. Thank you for forwarding this complaint to my attention. Especially for a ***** bill that has been PAID. It's incredibly inhumane to make someone wait several days to get a basic utility like water. ![]() It's been almost 100 degrees the past couple days and now we're living in a house without being able to shower, water our dogs, use our evaporative cooler or use the restroom, which as you can imagine, is miserable after sweating and moving all of your belongings in 100 degree heat. I spoke to several rude people at the call center, and all were clearly lacking empathy and were completely unwilling to help me. ![]() I offered to drive down to their location and show the confirmation of payment, or email it, and the supervisor I was talking to said It wouldn't make a difference. I called city services customer ********************** line to confirm and they tell me that I have to wait 3-5 business days for them to confirm that my payment was made. Regardless, I immediately called the collection agency and paid it at which point the collections person said I was good to go and my water would be connected. I obviously wasn't aware of this balance, or I would have paid it long ago and I'm not even sure what it was for. The next day I receive an email stating that I owe a past due balance of ***** from when i last had city services in 2021. I uploaded it on the website and went on moving. I just purchased a home and only had one day to move as my previous residence was already ********** of Phoenix would not allow me to start service until I had a copy of the deed, which I did not have until yesterday, my move in date. ![]()
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