On gross incompetence…

I never received my water bill this month. Unfortunately, such an incident is not all that uncommon at my house. For whatever reason, I generally get my water bills either the day they are due, or – if I’m extremely “luckily” – the day after. On two occasions since I’ve lived at my current address, I’ve received a bill from the water company that was POSTMARKED the day the bill was due. However, no amount of calling and complaining has ever made a lick of difference (according to them, Dallas Water Utilities cannot be held responsible for the Federal Post Office). I think Dallas is doing it on purpose. Those late fees probably add up pretty quickly. Lucky them.

Anyway, knowing my bill was most likely due soon (and not wanting a late fee), I looked up “Dallas Water Utilities” on the internet this afternoon, and called the number listed on the webpage. All I wanted was my account balance. I pay my bills online through my bank. If I could get the amount due, I'd be golden.

After being subjected to the Dallas Water Utilities automated answering system for just over twenty minutes (press 1 for this, press two for that, etc.), I was finally told by a computer that my account balance was currently unavailable and that I needed to call a customer service agent.

Irritated, but determined to get the bill paid on time, I again turned to the internet for the correct customer service number to call. Four were listed on THEIR WEBPAGE. I started at the top.


The first number had been disconnected.

The second and third numbers were “currently unavailable”.

The forth number was answered by very nice lady who – thank goodness – worked for the water department. She, however, was not a customer service agent or supervisor and was curious to learn how I got her number.

After explaining to her how I got her number (on her company’s website under “customer service”) and what I wanted (a simple account balance), she very graciously looked up my account on her computer and gave me the amount due.

I then gave her the webpage where I found her number listed, and heard her sigh. Apparently, this was nothing new.

Personally, I am convinced that Dallas Water Utilities has no actual customer service line. They just select their employees’ phone numbers at random and post them online. Employees who catch on early, have their numbers disconnected or changed – leaving the problem for the next unsuspecting employee whose phone number has been listed.

I’m just glad I got such a nice and helpful woman on the phone. Otherwise, I’m sure I’d still be navigating Dallas Water Utilities website and phone system. They make it all but impossible to pay your bill on time, I swear.