After being without water for over two weeks now, I am out of ideas. I am hoping to keep my wife's information private, but this is a serious concern. Not just for us, but for others in the area that could face something similar.

Missouri American Water denied TWO medical necessity certificates from two different physicians on the grounds that "depression is not life-threatening". 

My wife attempted suicide in January. She was hospitalized for over four weeks and has many months of outpatient electroconvulsive therapy ahead. She had been seeing a doctor for several years for mild depression and who, by not checking medication levels regularly with blood tests, had her on a combination of medications that were providing no therapeutic value. In fact, they cancelled each other out in some cases, and created a massive chemical imbalance that led to treatment resistant depression, severe traumatic break and ultimately locking herself in a bathroom quietly one morning and slitting her wrists. 

How this plays into the situation with the water company is as follows:

We have been fighting Missouri American Water since 2017.

Our home is a single level, ranch style home. . My wife's grandmother lived there until her passing. Then my son and his wife. They moved out of state, and now my wife and I live there.

Prior to Nov 2017, we owed the water company roughly $200. In November 2017, the water bill arrived and the usage showed 129,000 gallons of water over a three month period.

In Feb 2018, the billing showed usage of 151,844 gallons.

In May of 2018, the bill was off the charts, with usage of 276,012 gallons.

We have no pool. No aquariums. No hot tub.

We disputed and disputed and argued and argued about the billing. The water company stated that we had to prove there was no leak, and then they would check to see if it was on their end.

As required bu American Water, we hired a master plumber in August 2018 to check the house, pipes, etc. He walked the yard and checked for water. Checked basement, crawlspace, pipes, sinks, drains, etc. No leaks.

He took a series of photos of the meter, which was in the basement, to show that the meter was not showing that much usage. The assumption was that the sensor used to read the meter, which runs from the basement to the yard, was faulty. This device allows the meter reader to check the meter without entering the basement.

The water company stated that they would come and pull the meter. They missed six scheduled appointments.

Throughout this time, the bill grew and grew and grew. They would occasionally shut off the water, demand payment, even though the bill was disputed. We would pay, then dispute the payment or have it kicked out. This went on and on until the new meter was installed in July 2019.

Rather than adjust our billing, they shut the water off again. They insisted on a payment of $2500 to settle this matter, by credit card, or they would not restore service. We had no fight left. We paid the $2500, leaving a balance of $209. Our usage returned to normal with the new meter, so this should have been the end.

The billing continued to show this carried over balance from 2017-18, but as you will see, the billing is a mess. We spoke to them, confirmed we owed the $209, etc.

Then on January 17, my wife attempted suicide. She survived, but was hospitalized for over 4 weeks, and requires electroconvulsive therapy three times a week.

Two days after she returned home, the water was shut off. When I called, they claimed we owed $3400 from 2017 to 2018.

Not being in a position for another fight with the water company, and with my wife needing water for several reasons, including wrist wounds that were healing, etc, two of her doctors provided certificates of medical necessity. They used the form provided by the water company.

Both certificates were denied. I finally spoke to Tracie Figueroa who is the escalation manager. She stated she had confirmed our billing was all correct. She stated that she personally denied the medical certificates. When I asked why, she stated "because depression is not life-threatening". I explained that she was generalizing, and gave more detail. She said the doctors could add that, but she would most likely deny them. I said that the form provides ONE line, and that more detail should not have to be given at all. She stated again that depression was not life-threatening.

So I asked for a payment plan. Denied. I asked to pay undisputed amount. Denied. I filed a complaint with the state, but no response yet.

I said I would contact the media, and she said she would just tell them I don't pay my bills.

I bought a water key, and I turned the water back on. I did not disable the meter, so usage would still be billed. They came out and shut it off.

I turned it back on. They shut it off again, and stated that they would dig it out with a backhoe if we turned it on again.

We need help, as this situation is beyond anything we can handle. It is contributing to a decline of my wife's mental state. And quite frankly, this is a dangerous precedent to set regarding mental health. It is antiquated thinking, and needs to be addressed.

We are somehow back to owing for the 557,260 gallons of water they claim two people used over nine months.

Help us tell Missouri American Water that depression and mental health are serious and valid medical conditions, and overruling a physician (or two) is not something a utility company is qualified to do.