My wife had mentioned to me last week that she had not seen the water bill arrive and would give them til this week wednesday before she called looking for it. She received the bill in the mail on wednesday 1-28-09, postmarked 1-26-09 and due 2-7-09. She was confused by the due amount and called them to clarify the charges. While she was on hold for about 45 minutes, she went to run water and noticed that they had disconnected it. When she finally reached a representative they notified her that she was sent a bill and a disconnection notice. She went ahead and made a phone payment in order to bring the account up to date and payed the $60 reconnection fee and they told her in order to have it that day she must also pay a $100 fee for after hours connection.
She notified me at work and I promptly called and was on hold for 30 minutes. When I contacted the representative he simply restated the same information that my wife received, and said they were not responsible for the United States Postal Service. And they sent out the bill with a due date of 1-3-09 and followed it with a disconnection notice bill sent out on 1-6-09. Per the representative there disconnection notice is sent out TWO business days after the payment is past due! The rep was rude and wished to talk over me everytime I started to ask questions regarding my account, the mailing dates, my activation deposits, and the courtesy of their techs to knock on the door or leave a tag stating you have been disconnected. I quickly scolded him to let me talk for a minute since I had waited so long to talk to him. He stated he couldn't do anything for me, so I asked to be transfered to a supervisor. He notified me that the supervisors take all calls in order and that you must leave a voicemail for them to re-contact you. (Sounds like a brush off to me!) We will see what happens tomorrow since I was transferred around 4:30 pm and of course they wouldn't be calling anyone back that late.
My wife called me back about 4:45 pm and notified me that she accidentally ran some water and realized that the water had been turned back on. I don't know about Global Water's working hours, but that seemed really early to be charging me an after hours fee of $100. All the tech does is unlock a padlock, turn a valve, and re-lock the padlock. He was probably turning the water off to some poor guy on the next street that was at work and won't find out that it's off til it's too late because the offices will be closed.
I'm definitely calling Lupe at the Arizona Corporation Commission at 1-800-222-7000 ext 2406 just like Jamall has. The Commission is usually the only relief from feats of customer service like Global Water provides. The more people that let the commission know what is going on, gives them more legal capabilities.
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