I sent a payment to the addrfess on a notice. It was the only address on the notice.
I was later told payments are not taken there if they arrive by mail. But one can go to the actual address in Bryn Mawr and pay a bill and have it credited the same day. Took Aqua 15 days to post the payment to my account which it received at the same address by mail. Every time I called about this check to find out why it had not posted, I was told the company didn't have the check. First lie.
After being told the payment would not be credited at the Bryn Mawr address if mailed there, I mailed another payment to the post office box address in Newark, NJ by express mail with delivery confirmation. Was told on three occasions payments are credited to accounts on the day of receipt. There's even a message on the phone "hold" that says payments are credited within 48 hours.
Both lies: this payment wasn't credited for 5 business days. I called about this payment the day it was delivered. I had a postal service confirmation of delivery but I was told the company didn't have the check. Lie number two.
The two payments together were double what was owed and I got another threatening notice after the company had both of those checks. Representatatives kept lying on the phone that the company had neither one.
I called the PUC and filed a complaint over the phone. Miracle of all miracles: the next day after filing the complaint and the PUC telling Aqua I had filed a complaint both checks cleared my bank.
The company claimed it never got two checks over a 17 day period. But the company suddenly "found" found both of them when the PUC got involved.
Now Aqua owes me a substantial amount of money back. I called to find out when I'll get a check. Guess how long I'll have to wait for the company to refund what it owes me? At least 30 days.
It's a monopoly. And it certainly behaves like one! The customer be damned. Representatives lie, they don't know what's on their own notices and don't care.
Want to pay online? There's a fee for using a credit card. Want to pay over the phone? There's a fee to use a check or a credit card for that too. The only way to pay without these fees is to go to the corporate office in Bryn Mawr or send checks in the mail to a post office box in Newark, NJ. Takes at least two days for the mail from this part of PA to get to Newark. Why payments have to go to NJ from PA is a mystery no one at the company will answer. And remember: a payment personally taken to the Bryn Mawr address will be taken there. But one sent to that address will not. And so much for conserving paper and waste and gas!
Want to access your own account in these days of computers and see when your payments are posted? Guess what: the Website doesn't work about 80% of the time — just a loop back to the start page.
We're stuck with Aqua: only source where we live to buy water. And it's awful.
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