Currently, Severn Trent has unreasonable payment options for customers needing to meet the deadline of given disconnection notices. Often times, those individuals unable to pay water bills by their previous due date is because of monetary issues. I typically make payment through a local Kroger customer service department via the Western Union payment.
However, this method is deceiving because (as told by Norma a Severn Trent customer service representative), the payments are not processed the same day as typical Western Union payments because Severn Trent processes its own payments. I understand this to be a method to reduce costs to the company; however, it is at the expense of the consumer.
The company insists on an $80.00 reconnection fee even if the payment was made before the disconnection deadline. This is unfair to the consumer and a way for the company to project fees to cover your expenses on the backs of residents. If Severn Trent proved thoughtful of its consumer base, there would be a way to make payments before 5pm in a manner that is feasible for both parties. Some individuals are unable to drive all the way to Park Row from their residence.
Their payment options involve only oneopportunity to have ones payment posted the same day and this is by visiting the Park Row location before 5 pm. Therefore, this assumes that the customer has an automobile, gas money, open time, and cash (no debit card) to be able to pay by the required due date before the services are disconnected. In addition, if the services are disconnected it requires the same assumptions of the consumer to pay the reconnect fee to restore services.
Severn Trent boasts its ability to understand water; however, the company obviously does not understand the needs of consumers and the methods of feasible customer service. I (and hopefully all the other fed up consumers) should petition for a requirement for Severn Trent and Harris County MUD #70 to have a same day posting opportunity for making a payment available to all residents.
Currently, residents can make payment via the internet with a 5% access fee (with only MasterCard or discover, visa is NOT accepted); by telephone by 4pm ($3.95 fee); Western Union ($1.50 fee) and all of these options state that they do NOT post on the same day. Thus, leaving only one option: to pay in person.
I would LOVE to join forces with others and get something done about the ridiculous payment options being that I am stuck with this company because they are the only one's servicing my MUD.