Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a customer. The billing address is *********************************************************************The address of the service that gets water and electricity from Newnan Utilities is ***************************************************************************** The last 4 digits of my social security number is 3264.I am enrolled to have statements mailed. I have not received them in months. They claim the **** is to blame. I have asked ******** ********, a supervisor who can be reached at ************ to please send me a photo of the PHYSICAL statement that goes in a window envelope to demonstrate that Newnan Utilities is doing their part by actually physically putting the statement together to be mailed out. Ms. ******** says these bills are mailed in ******** and that it is impossible to photograph an individual piece of mail. I asked her if they could just print it twice so a photograph can be taken and she claims they are unable to.This is an absolutely unacceptable response. Some creative thinking needs to occur to simply take a photograph of the physcial statement to prove that Newnan Utilities is doing their part by printing the statement and putting it in a window envelope.Otherwise, a solution needs to occur to ensure that I get my statements in the mail. Like I mentioned, I have not gotten my statements in the mail for months now.

  Business response

  12/31/2024

  Newnan Utilities understands Mr. ********* concern, and has taken steps to ensure his statements are printed and mailed to him each month as per our policy:

  Verified his mailing address is correct
  Verified he has not opted for paperless billing
  Confirmed with our billing contractor that his statements are printed and mailed per their procedures and are not returned to them by **** for any reason
  

  As a solution, we have offered options available to all our customers:
  

  Select our paperless billing option, to receive statements via email and eliminate any risk of paper mail being lost or mishandled by ****
  Select our auto pay option
  

  Newnan Utilities has attempted to work with Mr. ******** to address his concerns and requests within reason. It is not an option to photograph the statement in the envelope before it is mailed out by our billing contractor, as they have provided substantive proof that the bill was printed and mailed to the correct address.

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