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North Richland Hills outlines fixes after billing system, bank and meter conversions left customers with double bills and long waits
Summary
City staff described ripple effects from a March launch of new utility billing software, a concurrent switch of lockbox banking to JPMorgan Chase and a meter‑replacement program. Staff said the system is stabilizing, disconnections are on hold, and budgeted staffing and an efficiency audit are planned.
City officials told the council that a cluster of simultaneous changes — a new billing system, a lockbox/bank conversion and citywide meter replacements — produced a months‑long period of billing instability and heavy customer service demand.
Staff said the legacy system had been in place for 27 years; a new system launched in March after a year of configuration, with communication campaigns to more than 30,000 water customers. A lockbox vendor change (from Frost Bank to JPMorgan Chase) and the roll‑out of new meters beginning in March 2024 compounded the conversion work. The city reported a surge to “well…
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