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City staff investigating erroneous disconnection and autopay notices sent after billing-system change
Summary
East Point officials say notification messages that told customers with $0 balances they would be disconnected were sent in error after the city switched to a new cloud billing system; staff apologized and said the vendor is working to fix parameters and that a public clarification would be issued.
City staff told the council on Aug. 18 that a batch of erroneous utility notifications — some telling customers with $0 balances that their service was subject to disconnection, and others telling autopay customers their payment had been returned — resulted from configuration problems after the city moved to a new cloud billing system.
Michelle Adamson, customer service manager, told the council that when the city migrated…
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