9-Exhibit K - Letters Notices.pdf

Exhibit K – LETTERS & NOTICES

The following list of current Letters and Notices is provided as a reference for Responders for pricing in Exhibit E, FWWD CIS Pricing Model.

Ex. # Letter Name Description of Letter Form #

1 Notification of Payment Adjustment on Your Account

Used when a misapplied payment has been made to a customer’s account. Further advice on correct account balance.

ACNB2

2 Adjustment To Your Account Following Leak Repair

Used when a courtesy adjustment has been applied to a customer’s account after review of Leak Repair.

ADJ1

3 Important Account Update Regarding Payment Adjustment

Misapplied Payment to customer account due to a banking error. Further advice on correct account balance.

BANKERR

Update on Your Account Following Bankruptcy Case Dismissal (with signature)

Advises customer of notification received that their bankruptcy case has been dismissed and further advises that their prior balance that was held is now due within the next ten days or may be turned over to collections. Provides contact information to discuss payment options.

BKNR5

Update on Your Account Following Bankruptcy Case Dismissal (without signature)

For a Customer with another active account.

Advises Customer of notification received that their bankruptcy case has been dismissed and further advises that their prior balance that was held is now due within the next ten days, and if not paid it will be transferred to the active account. Provides contact information to discuss payment options.

BKNR4

6 Request for Customer’s Contact Phone Number

Used to request from customer their contact phone number in case the Water Department needs to contact the customer due to an emergency.

CFUR

7 Your Requested Account History Information

Cover letter for Customer Account History attachment request. COV1

8 Update on Your Credit Reference Letter Request

Used to advise customer that their Credit Reference Letter for waiver of deposit does not meet requirements. Further provides the requirements and advice to move forward they must provide a letter that meets all requirements.

CRLD

9 Important Update Regarding Your Deduct Meter Consumption

Used to advise customers with a deduct meter that there is an issue with the consumption data and that the deductions from wastewater volume is missing due to this. Further provides the error and contact information to discuss and resolve issue.

DEDUCT

10 Update on Your Account Status and Collection Notice

Used to provide confirmation to customer that the notice of collection action has been fully resolved and that their account now shows paid in full.

Further provides assurance that their credit history will not be impacted and apologizes for any stress or inconvenience the error may have caused.

DEL1

11 Notice Regarding Adjustment to Your Account Deposit

Used to provide notice to the customer that a review of the customer’s credit history associated with their account has prompted an adjustment to the initial deposit. Provides the initial deposit amount, the additional deposit amount being accessed and it will be on the customer’s next bill.

DEP2

12 Update on Your Deposit Refund Request

Used to provide customer confirmation that their request for a refund of their deposit with the amount and account number was successfully credited to their account on X date.

DEPREF

13 Confirmation of Water Service Initiation Used to confirm that water service was initiated at the customer’s address, listing the address, customer name and the date of initiation.

FWWDCS

10/18/18

14 Update on Your Water Service Account Status

Used to provide a status of Excellent, Satisfactory or Unsatisfactory to the Customer at their Service Address.

HRCL

15 Regarding Your Inquiry on Leak Adjustment

Used to advise customer that their Leak Adjustment request does not fall under FTW policy criteria for a leak adjustment.

LADJ1

16 Leak Adjustment Eligibility and Calculation Used to provide the customer with eligibility and calculation information for Leak Adjustments. LADJ2

17 Outcome of Your Leak Adjustment Inquiry

Used to inform the customer that they do not qualify for a leak adjustment due to the consumption not meeting the criteria. Letter provides the calculated average cubic feet that was recorded for the past six month and the highest recorded consumption during the reported period.

LADJ3

18 Update on Your Request for Additional Leak Adjustment

Used to advise the customer that upon review of their account, it was found that a credit of $X was previously applied on X date. Further advice is that the current water policy only allows one leak adjustment per account within a twelve-month period.

LADJ5

19 Incorrect Account Number on Payment

Used to inform customer that their payment remittance had the account number listed incorrectly. Request that customer update their online bill pay with the correct account number and provides the account number.

LBX

20 Missing Documentation for Leak Repair

Used to inform the customer that the customer’s leak repair notification was missing documentation that supports the details of the leak repair. Then list the missing documents.

LK1

21 Notification to Customer of Continuous Usage

Used to inform customer of continuous usage at their service address, which may result in an increased bill. Further provides information on courtesy leak adjustment.

LMINSP1

22 Important Update on Your Payment Posting

Used to notify the customer that their prior water account number was used by their bank’s online payment system and request the customer to please update to their current water account number.

MISPMT

23 Immediate Attention Required: Returned Payment Notification

Used to inform the customer that their payment was returned and that they will be charged an additional $25 fee. Further provides the new total and request that this amount be settled at their office within seven business days.

RC

24 Urgent Notice Regarding Past Due Balances

Used to advise the customer of prior account(s) that they had that were terminated and are now past due. Advises the customer to prevent the past due amount being added to their current account, their immediate attention is needed to settle the outstanding balance.

TRFADV

25 Urgent Notice - Account is Delinquent on Terminated Services.

Used to inform the customer that they owe a balance on their terminated service.

DELFIN3

2/4/16

26 Important Notice Regarding Past Due Balances on Your Accounts

Used to inform the customer of the outstanding balance on terminated accounts and advise that these balances have been transferred to the customer’s current account.

TRFLB

27 Important Update Regarding Your Billing Used to inform the customer that their account has not been billed since an identified date. An itemized invoice is attached with billing details.

ACNB1

28 Unclaimed Property

Used to inform the customer of an outstanding refund check has not been cashed and the funds are subject to escheated to the state. It also informs the customer of options to have another refund check issued or if the customer has another active account, the funds may be applied there.

UNCLPROP

29 Urgent Notice – Delinquent Account Subject to Termination

Used to inform the customer their account is seriously delinquent and subject to termination if full payment is not received within 48 hours.

DELACT2

10/16/18

30 Returned Surety Bond Used to inform the customer their water deposit surety bond is being returned.

SBR

14/03

31 Waste Hauler Account Past Due Used to inform the Waste Hauler customer that their account is past due and that they have 5 days to pay or their service may be discontinued.

DELSH

14/03

32 Welcome Letter Used to welcome a new customer to Ft. Worth Water and to provide important billing and contact information.

WELCLTR

33 Service Termination Notice

Used to inform the customer their account is seriously delinquent and their service has been terminated. A service fee has been applied to their account.

DELACT4

2/25/16

34 Mechanic Lien Used to notify customer of release of lean for water/ sewer. No #

35 Medical Letter Used to maintain a record of customers who have medical equipment that requires the use of water. No #

36 Impact Fee Audit Date Used to schedule dates for audit. No #

37 Payment Plan Agreement Legal agreement to establish a Payment Agreement between Ft. Worth Water and the Customer.

No #

Ex. 1 - Notification of Payment Adjustment on Your Account

Ex. 2 – Adjustment to Your Account Following Leak Repair

Ex. 3 – Important Account Update Regarding Payment Adjustment

Ex. 4 – Update on Your Account Following Bankruptcy Case Dismissal (with signature)

Ex. 5 – Update on Your Account Following Bankruptcy Case Dismissal (without signature)

Ex. 6 – Request For Customer’s Contact Phone Number

Ex. 7 – Your Requested Account History Information

Ex. 8 – Update on Your Credit Reference Letter Request

Ex. 9 – Important Update Regarding Your Deduct Meter Consumption

Ex. 10 – Update on Your Account Status and Collection Notice

Ex. 11 – Notice Regarding Adjustment to Your Account Deposit

Ex. 12 – Update on Your Deposit Refund Request

Ex. 13 – Confirmation of Water Service Initiation

Ex. 14 – Update on Your Water Service Account Status

Ex. 15 – Regarding Your Inquiry on Leak Adjustment

Ex. 16 – Leak Adjustment Eligibility and Calculation Information

Ex. 17 – Outcome of Your Leak Adjustment Inquiry

Ex. 18 – Update on Your Request for Additional Leak Adjustment

Ex. 19 – Incorrect Account Number on Payment

Ex. 20 – Missing Documentation for Leak Repair

Ex. 21 – Notification to Customer of Continuous Usage

Ex. 22 – Important Update on Your Payment Posting

Ex. 23 – Immediate Attention Required: Returned Payment Notification

Ex. 24 – Urgent Notice Regarding Past Due Balances

Ex. 25 – Urgent Notice – Account is Delinquent on Terminated Services

Ex. 26 – Important Notice Regarding Past Due Balances on Your Accounts

Ex. 27 – Important Update Regarding Your Billing

EX. 28 – Unclaimed Property

EX. 29 – Urgent Notice – Delinquent Account Subject to Termination

EX. 30 – Returned Surety Bond

EX. 31 – Waste Hauler Account Past Due

EX. 32 – Welcome Letter

EX. 33 – Service Termination Notice

EX. 34 – Mechanic Lien

EX. 35 – Medical Letter

EX. 36 – Impact Fee Audit Date

EX. 37 – Payment Plan Agreement

Exhibit K – LETTERS & NOTICES