Charlotte Water, Customer Service and Engineering

CaNCaN

They need to hire more professional help, the City seems very unmoved when it comes to customers! You literally have to call over and over to get someone out for water services! Never have I heard of a Water Department that doesn’t offer Same Day Services, we put in a order for Tuesday and we still don’t have water! I need Urgency to be a Factor when calling! Thanks Alicia from 311 for answering my concerns!!

D. W. Leppard

This month's Water bill payment notice which I have been getting electronically every month for a decade or more never arrived. Bank never got it. Just like Duke, I guess Water people want to force you to their site to pay. I called, four times, total length of all calls close to 1 1/2 hrs. After 3 1/2 hrs, I got the water bill paid... their way ... with a fee ... thru their site. Highlights of the calls. I asked how I could make a payment when I did not know my acct. #. as I had not seen a paper bill in a very, very long time. I was promptly given the acct. #. ZERO identity verification other than address / phone #, which anyone could have. I was asked on one call if I wanted to give my social security # and driver license # for emergency notifications. I declined!! As everyone should! Tried to create an online water acct. Could not. Told to change my browser to ALLOW cookies and Popups. Wow! The worse security settings possible for ANYONE. Having a little more knowledge than these bad advice givers, I left my very secure settings as they were and simply added the water site as the one exception. Still could not create acct. Turns out I had one? From decade or more ago? Updated phone #, e mail, password etc. The account settings you wonder? Paper bill to be mailed, but yet I have not seen one for decade or more as I have been Paperless for decade(s)?! I tried to change this suspicious acct. to Paperless. Could not. Person gave me a ticket # and said they put in a ticket to fix this. And no need to think I am going to hold my breath waiting on this to happen. As for customer service personnel, Charlotte Water needs to do some serious training and definitely bring these folks' knowledge base into current times. I have next month's water bill coming in a few weeks for another adventure in the vast wasteland called CLT Water Customer Service.

Susan Vorbach

I called for months to tell them that my water bill was saying the same thing every month for six months. I was told it was checked and there was nothing wrong. Then I received an $800. 00 bill.

bonita lewis

I have been trying to login for a friend who is in the hospital and I have clicked on everything and I still haven’t been able to get in his account because it just keeps taking you back to the same page! Someone need to update this website for its customers because this is a horrible experience spending two hours on here and not achieving anything!