Misinformation over utilities causes confusion in Quincy

Many City of Quincy utility customers are still receiving higher than normal utility bills.

Some say they are frustrated, not just because of the bills, but also because of the responses they have been receiving from the city’s customer service department.

“I called up here repeatedly, numerous times,” resident Denise Hannah told commissioners during a meeting held on March 8. “No one answered the phone, and I could not leave a message because the mailboxes are full.

Hannah said she received her $507.60 bill on Monday, February 28 and it was due March 7 – seven days later.

“The highest bill we received for the year, and we had the shortest span to pay for it,” Hannah said.

Hannah said she wanted to know her options.

“They informed me that they were to inform the customers that we had to have a zero balance, zero balance by our cutoff date,” Hannah said.

Hannah said she was told citizens couldn’t even make a partial payment, and if they did have a remaining balance by the cutoff date, then their utilities would be disconnected.

She said she contacted Commissioner Angel Grant Sapp, and Sapp told her she would tell the city manager to call Hannah with an explanation on why all the citizens had to have a zero balance and couldn’t even make a partial payment.

“Today is March 8 and I have not received a phone call or any other communication from the city manager, so I would like an explanation,” Hannah said to the commission.

Nash told Hannah she did not receive her message, and she also said she didn’t know Hannah needed her to call her.

“I have been very prompt in terms of calling back citizens and getting back with them,” said Nash. “I don’t know why the message was not given to me, in terms of your concerns.”

Sapp said she gave Nash Hannah’s number and advised her to call Hannah about her concerns. Nash said if Sapp told her that, she didn’t remember.

Mayor Ronte Harris said someone had mentioned it to him as well that they were under the impression all bills needed to have a zero balance by the cutoff date.

Nash said she didn’t say that the full balance on utility accounts must be paid by the cutoff Harris said if that is being told to customers, then the customers need some explanation in writing.

“But let me just say this in general, we have issues in customer service; we’ve been having issues in customer service,” Harris said. “We have some things we need to address over there in terms of even getting a bill.”

Harris said he gets a bill every other month, and it was also happening with the previous city manager.

Harris told Nash he wants to make sure that paper bills are being mailed out to every customer.

Harris said the previous customer service director told him his bills were being sent via email.

“I check my email three-four times a day; I don’t get them through email;” Harris said.

He said he received a phone call from someone saying the city was going to cut her lights off and she hadn’t received a bill this month.

Harris also said he wants staff to have consideration for customers when they are receiving bills with a short window to pay.

However, he did acknowledge he and the other commissioners must walk a fine line when it comes to the issue at hand because they can’t give orders to employees.

Harris said he wants the public to know commissioners have control over.

The only employees the members of the commissioners can give direct orders to are the city manager, city clerk and city attorney.

“We can set a policy in place, vote on it and it becomes law and it’s staff responsibility to carry it out,” Harris said.

Erin Hill - erin@gadsdencountytimes.com

Misinformation over utilities causes confusion in Quincy

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Misinformation over utilities causes confusion in Quincy

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Women’s History Month luncheon to spotlight the powerful women of Gadsden County

Locals and visitors brave the cold for Quincy’s PorchFest

Locals and visitors brave the cold for Quincy’s PorchFest

Recommended

Crossroad Academy Charter School announces honor roll students

Gadsden County Times – Legals – 4/18

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