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The original item was published from 10/4/2019 1:03:21 PM to 10/8/2019 5:35:53 PM.


City News

Posted on: October 4, 2019

[ARCHIVED] Water bill issues - October 4 information update

The City is continuing our investigation into the cause of water bill concerns with the assistance of our water meter and utility billing software vendors. We are working to ensure meters are functioning properly, data is being accurately transmitted, and the billing system is correctly processing the data.  Our intent is to be as certain as possible that all potential factors are identified before announcing a resolution or issuing additional bills.

There may also be other factors contributing to higher than expected bills. It is typical for summer bills to be higher due to increased outdoor usage.  The metro region experienced the third hottest August on record and broke an all-time high temperature record in September. An additional consideration is that old meters frequently under-report usage, while the new meters are more accurate.

If you are a utility customer with a bill due on October 11, our intent is provide guidance by the end of the day on October 8 regarding your pending payment.

If you have already paid a September bill that we determine was caused by an error on our end, we will notify you as soon as possible with options to rectify.

We have suspended all utility bills scheduled for this week pending the completion of our investigation.

The Utility Division is currently experiencing a high volume of calls. In order to more effectively service your inquiries and reduce wait times, we encourage customers to use our online form to report issues with your bill at .  This will help ensure concerns are documented and investigated as soon as possible.

We would like to apologize for any frustration or inconvenience this situation is causing our residents. Please know we are working to complete our investigation as quickly as possible, and will continue to provide updates as more information becomes available. New information will be posted on our website at .

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