The complaint has been investigated and
resolved to the customer's satisfaction
Robeson County Water DepartmentHorrid Service and Management

This is the most unprofessional, frustrating, and dishonest utility service I have had the displeasure of using. I am a customer that is very diligent about paying my bills, especially utility bills, on time but there have been a few occasions over the past year that I have been out-of-town for emergencies, thus this was not foremost on my mind. There was a specific instance when I left my daughter to housesit and, without bothering to see if anyone was present to give payment (which was only 2 days past due), the water was shut off. When my daughter called RCWD to see if she could pay in my stead, they insisted they would not accept check, credit card, or any other such payment through the phone and she would be forced to drive nearly an hour away to pay by 5 pm (it was after 3 already), including a $30 reconnection fee. She asked if there was any way they could make a one-time exception, she was told they would inform the manager when she returned from her break and she would work something out with her. After nearly the hour had passed, the manager called her back, only to repeat the same information and actually became quite nasty over the phone. My daughter called me and informed me of all this, and I called them myself from NY, where I was caring for my sick father. At first this manager had an attitude with me as well, but finally changed her story and claimed she had told my daughter all along that she could remit a check when their employee returned to turn the water back on. The whole thing was a fiasco.

I just returned from out-of-town yesterday, and their typical "postcard" they send to inform you of your bill was nowhere to be seen, so I thought nothing of it. Well this morning as I was getting ready for work, I saw once again their handy dandy employee had come and shut the water of again, so naturally I called them right away and asked what my balance was and if they could send their man back to get a check from me (as they had once before). First, the bill was a ridiculous $26, AND the same nasty employee told me they could not tell him to come back and get my check because they "don't do that." I reminded her of the past incident, and the answer became "Oh, well we try not to make a habit of that." She instead stressed I would have to come in person to "pay the $30 reconnection fee, " plus my $26...all these people care about is tripping you up so they can collect that extra $30 from you, They are unprofessional and absolutely aggravating to deal with!

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