Hello Natalie,
Thank you for your response. We appreciate knowing why this is happening.
Perhaps an audit should be performed to ensure that customers are not double paying - something we almost did two bills ago!
We are grateful for your immediate attention to this matter.
Regards,
Nancy & Dan
On 6/29/23 17:16, Bonham, Natalie A wrote:
Hello Mr. and Mrs. McMahon,
I hope this email finds you well. Your email below was forwarded to me to assist with your request.
In April our water billing portal was offline and during this time some Menlo Park Municipal Water customers did not receive their water bill for close to 2 months. Therefore to catch up and get back on our regular billing schedule we have sent the last 2-3 months of bills closer together. Also since the bill’s dates overlap the payments made on the previous month’s bill are not reflected accurately. But the service period dates and usage charges do not overlap.
The next bill you receive servicing mid-June to mid-July should be back on track. The bill dates should no longer overlap and any payments that you have made should be reflected accurately. We are also not charging late fees during this time.
We apologize for any inconvenience or confusion this may have caused. If you have any further questions or concerns, please feel free to contact me directly.
Thank you and have a nice evening,
Natalie
[cid:part1.Oi6fOFDZ.DB7T8lCp@ookook.com]
Natalie A. Bonham
Management Analyst II
City Hall - 1st Floor
701 Laurel St.
tel 650-330-2216
menlopark.gov
*Note our emails have changed to @menlopark.gov
________________________________
From: Nancy & Dan McMahon >
Sent: Thursday, June 29, 2023 7:11 AM
To: menloparkca@myutilitydirect.com >
Cc: city.council@menlopark.gov >
Subject: Re: Water Bill timing
Please escalate this to a supervisor.
Menlo Park City Council copied on this communication.
Good morning. Read thread from bottom to top.
Why have we received three water bills in less than two months?
SERVICE DATES 03/17/2023 - 04/21/2023 Bill date: 5/14/2023 due on 06/08/2023. Service dates:
SERVICE DATES 04/21/2023 - 05/19/2023 Bill date: 06/04/2023 due on 07/05/2023 - this bill included previous bill amount due.
SERVICE DATES 05/19/2023 - 06/16/2023 Bill date: 06/26/2023 due on 07/27/2023 - this bill shows pmt for 5/14/2023 bill and includes amt due from 06/04/2023 bill.
We pay our bills by due date.
Please provide an explanation as to what is happening with this contracted service.
Thank you.
Nancy & Daniel McMahon
1025 Tehama Avenue
Acct: 2020-00000-15766
On 6/14/23 10:10, Menlo Park, CA wrote:
The 05/14 statement was generated late, and we always try to give you a 1 motnh period to pay for it, thats why it overlaps with the most recent statement.
Jaquelin Ramos
Customer Service
Minol USA, on behalf of City of Menlo Park Municipal Water
(844) 463-6567
Visit Us Online!
[email sent on 6/13/2023 21:21}
Thank you Jaquelin.
Please keep email thread.
Address is 1025 Tehama Ave. 2020-00000-15766
On 6/13/23 12:39, Menlo Park, CA wrote:
Hello,
I will need your service address/account number to see what happened.
Thank you,
Jaquelin Ramos
Customer Service
Minol USA, on behalf of City of Menlo Park Municipal Water
(844) 463-6567
Visit Us Online!
[Initial email sent 6/13/2023 06:47AM
Good morning,
I noticed the timing of the current bill overlaps by four (4) days with the previous bill being due.
PREVIOUS Bill date: 5/14/2023 in the amount of $44.07 due on 06/08/2023.
CURRENT bill date: 06/04/2023 in the amount of $103.71 due on 07/05/2023. NOTE: Current bill includes previous bill amount.
This is confusing, but fortunately I realized that the current bill included the previous bill amount.
Please explain why the bill date of the current bill overlaps with the previous bill.
Thank you. -nancy]
