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City says utility-billing problems mostly resolved; next bill to go out Aug. 8
Summary
City staff reported progress on a recent utility-billing software transition, said more than 1,100 accounts were reviewed, and confirmed the next bill will be issued Aug. 8 with a Sept. 18 due date; a customer hotline number was provided.
City staff on Aug. 4 told the City Council they are close to resolving problems stemming from a transition to new utility-billing software and expect to resume normal billing dates.
A staff update said the city reviewed more than 1,100 accounts to correct statuses after software issues, and that work continued to reconcile payments and billing calculations. Staff said the next utility bills would be mailed on schedule on Aug. 8, with a due date of Sept. 18.
The city also publicized a customer-service hotline for assistance: (803) 442-5717. Staff asked residents who think they paid multiple times or who need help navigating the online account history to call the hotline for help.
Council members and staff acknowledged the transition had caused confusion and delays earlier in the year but said cutoff and late fees had not been re-applied recently and no water shutoffs were in effect as a result of the software problems.
Ending: Staff urged residents to remain patient while remaining reconciliation and payment-channel issues are finalized and to use the hotline for account-specific help.
