City of Panama City Utilities Water Department Complaint - Poor Customer Service
PANAMA CITY, FLORIDA -- We recently had a run in with the City Utilities Department. Our household pays all of its bills with the bill pay services from our banking center, which has not been a problem for another company we have bills with. We went to the Utilities office to show them that our payments were indeed being sent in to their office in plenty of time but for some reason were not being posted in their database until someone had already called and threatened to cut off our service. OUR BILL WAS BEING PAID, THIS IS NOT AN ISSUE OF NON PAYMENT OF FUNDS. Our intention was to go into the office and offer assistance with the process, find what could we do to make the process easier for them so this did not happen again.
Let me tell you, I have never been so offended in my life. The Customer Service Director informed me that I could clear it all up by simply making all my payments in person, instead of making them through my bank. Then she proceeded to tell me that I would "come up with any excuse to not have to pay (my) your bill on time". This woman was extremely rude to me, hateful, and unhelpful. I have written her superior who returned my letter saying only this about the treatment I received -"Please be assured that the City's Utility Billing Division does strive to provide excellent customer service to all of our utility customers. If in (your) opinion, we have not fulfilled your expectations, we do apologize."
If in my opinion? I thought that was what "customer service" meant. Customers base the level of good service BY PERCEPTION. It is the PERCEPTION of your customer that is ultimately the bottom line.
I would like to know if anyone else has had this problem with this office. If you will please contact me by email, I am considering filing a petition against this office if enough people will come forward with their complaints.