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Balch Springs approves billing audit fixes, policy and retroactive account adjustments after staff findings
Summary
City council approved an internal audit response and a utility-billing policy after staff described systematic billing setup errors, several large account corrections and a program to limit adjustments to Jan. 1, 2024–present.
Balch Springs City Council on Monday approved staff recommendations to correct utility-billing errors, issue credits for overbilled accounts and recover underbilled amounts for the period Jan. 1, 2024, through the present, and adopted a formal utility-billing policy to standardize account handling.
City staff told the council an internal audit of utility billing found multiple account-setup errors, meter serial-number mismatches, missing reads and instances where customers were charged minimum (base) bills for extended periods instead of usage-based billing. The council voted unanimously to allow staff to apply verified credits and pursue recoveries where audit findings show underbilling or overbilling.
The measures come after staff described several high-profile corrections, including one apartment account adjustment described by staff as exceeding $103,000 and multiple residential accounts receiving adjustments in…
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