THIS COMPANY DOES NOT STAND BEHIND ITS PROMISE TO SERVE ITS CUSTOMERS.
REGARDLESS OF WHETHER YOU HAVE A RECEIPT FROM THEIR PAYMENT PARTNER - WESTERN UNION, THEY SAY IF THE PAYMENT DOES NOT POST BECAUSE OF A SCREW UP ON THEIR END, YOU - THE CONSUMER - ARE RESPONSIBLE.
THEY WILL TURN YOUR WATER OFF AND REFUSE TO TURN IT BACK ON.
IN 53 YEARS, I HAVE NEVER SEEN A COMPANY REFUSE TO STAND BEHIND THEIR PROMISE TO THE PUBLIC IN THIS MANNER.
APPARENTLY ON LINE CONFIRMATION NUMBERS & RECEIPTS MEAN NOTHING.
I have submitted the following complaint to the Indiana Regulatory Commission:
On December 22, 2009 I went to the company's website to pay my bill on line. I was directed to "click here" which took me to the Western Union SpeedPay website.
There I was offered 2 options: to make a one time only payment, or to set up a recurring payment schedule. I chose the latter, and filled out all fields correctly, including my bank acct. and routing numbers. I received an email with a confirmation number from Western Union on behalf of the Indianapolis Water Co. stating that the payment was properly scheduled and would be deducted from my bank account on the due date each month.
Today, at 5:00, my water was turned off. I immediately contacted the company's customer service line. I assumed my confirmation number and receipt would be sufficient to have them turn the water back on.
Instead I was informed that Western Union had not done anything, that I had only "attempted" to set up the payment, and that the company was under no obligation to act in good faith because Western Union made a mistake.
They suggested I contact Western Union and declined to bear any responsibility whatsoever for their sub-contractor's error. They told me it was my responsibility to ensure the payment was deducted from my checking account.
I paid the bill immediately (even tho the only option I had was to go back through Western Union again) and was informed that I should have signed up through the mail with them, rather than through their own service provider (even though I was following THEIR direct link)They told me it was more reliable (an admission on their part of problems.)
Even tho the mistake was made by them or their provider, even though I have a receipt and a confirmation number, even though I am currently staring at the account details on SpeedPay's site, they refuse to admit their error and will not send someone out to turn out water back on until some time tomorrow at the earliest.
Apparently, paying on line is not safe, regardless of what companies lead you to believe. Apparently we have no rights if we choose to do so. And apparently confirmation numbers are a fraud.
Thank you for your time and consideration.