" It's 2014, surely your programming that produces reports is up to date enough to show, 1st, 2nd, 3rd miss etc., if its not why not? "

GregKisela
From:   “Greg Kisela” <gkisela@port-orange.org>
To:    “Jim Anderson” <phishman1@aol.com>
Cc    “Allen Green” <AllenG@port-orange.org>
Mr. Anderson: can you call me today? The reports I have received tells me your payment was received and posted. I want to better understand the changes you feel the City needs to make to improve customer service.
Greg Kisela
City ManagerSent from my iPad

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Re: Follow up on Utility bill   January 29, 2014 7:41 AM

From:  “Jim Anderson” <phishman1@aol.com>
To:   “Greg Kisela” <gkisela@port-orange.org>

If you are referring to the $40 that was “received and posted” I believe that what is mentioned in my email below, the follow up email.

If you are referring to another payment, its not me you want to talk to but your utility department.  
 
My suggestions are quite simple:  
 
Once again, to my knowledge in 22 years I don’t believe I missed a payment to PO for water/sewage service.  I was out of town for 2 weeks on a personal matter, ( having to place my father in a nursing home ), I return to find my water bill was late apparently, not missed mind you but just late, I mad an on line EBill payment through Wells Fargo on the 24th.  I have deleted that account and will simply go back to paying it in person as I used to do, I wasn’t aware that Wells Fargo cut a check instead of wiring funds.
 
Day before yesterday I am greeted with a postcard that says I am delinquent, which honestly I guess I was, further, I must pay $38 by end of day or I will have my water shutoff by next day.  My point sir is why?  Why not give notice more than one day?  Why threaten water shutoff for an account that is merely delinquent, where is the notification, warning, prior knowledge that this action is to be taken.
 
Further when i called the water department to straighten it out I was told that’s the “ordinance”, plain and simple, ” sir, that’s how it works “…..
 
My suggestion is really quite simple:  Why not assume the resident missed a payment, forgot a payment, take a peek at their account, is this normal?  Does resident have a history of this?  Have they missed more than simply ONE!  If so, they I can see your action of shutoff.  It’s 2014, surely your programming that produces reports is up to date enough to show, 1st, 2nd, 3rd miss etc., if its not why not?
 
To send threats of shutoff for a two week late bill first time is ridiculous, to me anyway.
 
Problem was solved, I handed them $40 at 4 15 PM for insure payment was received, my wells fargo payment that I made the 24th will show up eventually and I’ll simply have a credit on my account.
 
Not since in calling you and wasting your day, I have a busy day as well.
 
Thank you for answering my email sir, my appreciated.
 
Jim

Follow up on Utility bill    January 28, 2014 4:53 PM
From:    “Jim Anderson” <phishman1@aol.com>
To:     “Allen Green” <AllenG@port-orange.org> “Greg Kisela” <gkisela@port-orange.org>

I just called the Utilities Department to insure my payment I put in the drop box was processed, it was placed there shortly around noon today.  Apparently I didn’t see the sign that said that the dropbox is only checked once a day in the morning?   Not sure why that is honestly, its within inches of the department, surely it could be checked periodically during a lull?
 
Upon learning that it wasn’t posted yet, though having been placed in the drop, I went over and had someone retrieve it for me, so I could give it to the young lady who gave me a receipt for payment.
 
I really think that is an extremely bad way to handle business honestly, but that’s just my opinion, having a drop sitting basically in the office you only take a few seconds to check once a day, to me anyway, seems strange, but the sign was posted and I missed it so it’s my fault.
 
I really wish someone would visit the policy on water shutoffs.
 
A.  Without ANY prior knowledge and with me thinking my Epayment from my bank had gone through, I received a card in the mail, YESTERDAY giving me 24 hours !! to pay a balance of have my water turned off tomorrow, calling the water office also confirmed that.
 
B.  Might I suggest as a courtesy to  the residents of this city that the department allow the resident OFFICIAL NOTICE that they have missed one payment, that missing another perhaps or a third might result in water cutoff, why is it being late on a payment because I was out of town with no priors of missing a monthly payment so heinous that my water would be threatened to have been shut off.  I would really like an answer to that truthfully.
 
C.  Both my conversation with the finance director and the young lady who took my payment a few minutes in the office were the epitome of customer service, especially the young lady, polite, courteous, and a smiling face, refreshing to see after todays phone calls, she is an asset to Port Orange and I only wish I had taken the time to get her name to have her recognized.  The two or 3 others that just read from the ordinance without feeling to a particular situation or circumstance to me fail in customer service, not everyone late on a payment is a criminal so its strange to be treated as one.
 
In closing I would like to see Port Orange adjust its notifications when it comes to these kinds of things, had I had an email, prior notification, anything that I was late I would have made arrangements, but my only notification was a card in the mail yesterday to include telling me my water would be shut off Wednesday.
 
I know how government works, I spend 21 years in  the military, another 21 so far now working for Florida State government, and 14 years working for Port Orange City as night, I’m more than familiar with the inner working of a government position, not everything is black and white nor should it be treated as such.
 
Jim

 
 

—–Original Message—–
From: Jim Anderson <phishman1@aol.com>
To: agreen <agreen@port-orange.org>; gkisela <gkisela@port-orange.org>
Sent: Tue, Jan 28, 2014 11:48 am
Subject: Utility Bill

Account:  6375-3679

 
I would like someone to explain to me how I’ve lived here in Port Orange, specifically Brandy Hills for 22 years !!!!!!!, have never had a late water payment, nor any other bill, yet because
 
I was gone for 2 weeks, came back to find a water bill, electronically paid it immediately, though it has not been processed yet, and now if the balance isn’t paid by the end of day today, the city will shut my water off!!!!!!!
 
HOW IS THIS EVEN POSSIBLE???????
 
22 years, never a missed monthly payment, you do the math.
 
I called the utilities department, was basically robotically read the ordinance, then called the City Managers office where an extremely rude lady answered the phone, interrupted constantly, finally took down my concern and then just hung up.  Might I suggest a customer service refresher course for that employee.
 
Why do I have a feeling this “directive” to cut off water after ONE !!!!!!!!!!!!!!!  delayed payment stems from your lack of supervision in this city over water problems where millions of residents money apparently was squandered, now it’s us paying the price for that.
 
The prior City Manager used to return emails, and phone calls religiously, this one doesn’t do that, I’ve sent a couple before or different subjects and have not heard a word.
 
I would like a personal response and not just the canned answer from the ordinance book.
 
Thank you,
 
Jim Anderson

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