Customer & Utility Services

Absolutely terrible service. My service was cut off because it did not let my father pay his bill while overseas. I immediately paid for service upon waking up, then waited a few hours to call and renew service. I was told because my name wasn’t on file I was unable to turn on my water, even though I made payment with my name on the card and share last names and address on my ID. When asked what I was supposed to do, they said my father overseas can make a call. I explained they’re overseas and the man condescendingly said “they have phones”. I replied that it is nearly 1 AM because apparently the incompetent employees the city of Plano hires do not know about time zones. Great job. He responded with “well you can wait” after I told this man it is 1 AM where my father is. So this gentleman expected me to wait over 5 hours with no water so that my dad could make an international call and reconnect my service. This call was at 2 PM, meaning I would not have had my service reconnected within the same day. This is the worst city service I have ever experienced with the city of Plano. I have worked with the Plano Police Department as well as the Citizens of Plano and can say I am deeply disappointed in the condescending service and inhumane communication I received during this call. Shame on the city of Plano and shame on that man.

I have automatic billing set up on my account and always paid on time until recently changed to a different credit card which their system not able to process. I manually copied and pasted the exact same card # and expiration date, and worked just fine. As a result, I was charged $15 late fee due the few days delay. Called to explain the situation and they refused to consider any refund for the late fee. Very frustrated with their automatic payment system and the way dealing with them. Not happy but helpless because that's the city I chose to live in.

After a year of let late fees slide, Plano utility services was quick to sneak in the late fees from March , which they claim to have started after giving sufficient warning through the media and website ! Clearly it was not enough if customers still missed it and ended up paying late fees, till they finally noticed it ! If they can send e-bills, they certainly can send a courtesy message that they were resuming disconnection and late fees.