Board backs staff finding in Rocky Top billing dispute; directs refunds if account not in property owner’s name

The Tennessee Board of Utility Regulation on Oct. 21 accepted staff recommendations in a complaint about billing and alleged theft at a Rocky Top property and directed the utility to resolve disputed charges after staff verified account ownership.

Board packet materials and staff testimony show a landowner was billed $1,049, a charge the owner says arose after a tenant allegedly cut locks and stole a meter. Rocky Top utility staff told board staff the service was never in the landowner’s name and that some charges related to meter replacement and other service items. Board staff and multiple board members questioned whether a landowner can be charged for theft or vandalism when the service agreement was in the tenant’s name.

After discussion the board voted to accept staff’s recommendation: staff will verify account ownership and billing records; if an invoice was charged to a landowner who never had an account in their name, staff recommended the utility refund those disputed charges. The board also instructed staff to seek answers to policy questions from Rocky Top about its billing practices and to continue follow‑up where necessary.

The board did not specify a dollar‑for‑dollar reimbursement in the meeting record; staff and Rocky Top were told to provide the board with the utility’s policies and any supporting documentation so the board can determine whether refunds or other corrective action are appropriate.

Board action: motion to accept staff recommendations carried; staff will follow up with Rocky Top and the complainant.