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Melbourne apologizes after billing system glitches delayed 24,000 water bills; city waives late fees
Summary
City Manager Jenny told council that a switch to a new online payment vendor and subsequent notice errors caused June water bills for roughly 24,000 customers to be delayed until July; the city will not assess late fees or pursue shutoffs for affected accounts and will perform an after‑action review.
City Manager Jenny apologized at the July 22 Melbourne City Council meeting for billing failures that delayed utility notices and overwhelmed customer service resources.
Jenny told council that two problems contributed to the issue: a recent migration to a new online payment system and a subsequent failure that delayed June bills for nearly half of the utility account base — about 24,000 customers — so…
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