Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
Get email alerts on the Utility Billing topic
No spam. Unsubscribe anytime.
Amarillo officials promise corrections after April utility-billing problems; no disconnects or late fees while review continues
Summary
City staff told residents a review found duplicate reads and billing-cycle irregularities in some April water bills and pledged not to disconnect service or charge late fees while accounts are reconciled; a full report is scheduled for the May 26 council meeting.
Mayor and council heard extended public concern about unusually high April water and sewer bills, and the city administration said it has identified specific causes and a timetable for updates.
City official Grayson Path told the council and a crowded public-comment period that staff has traced some erroneous bills to at least two implementation issues: duplicate meter-read entries in Billing District 14 that produced incorrect usage graphs, and uneven billing cycles caused by the recent system conversion that in some cases moved additional usage into higher tiers. “You will not be disconnected for non-payment of these April bills and you will not experience late fees related to them,” Path said, urging customers to make a partial payment if they can to limit balance growth while corrections proceed.
Path said the city will continue an account-by-account review and promised customer-specific adjustments where errors are found. He said staff will post updates on Friday and mid‑next week and will deliver a more complete report to the council at its May 26 meeting. The city has arranged to meet with customers who brought specific meter issues to the meeting and confirmed it is waiving meter‑testing fees during the review period.
Several residents described individual hardships during public comment, including cases where automated drafts pulled large amounts from accounts and one speaker who said a $416 water bill on a fixed income was unaffordable. Speakers urged the city to consider a temporary flat-rate billing option or a centralized “known issues” web page and clearer online tutorials showing how to locate new account numbers, re-enroll in autopay and troubleshoot common issues; a city staffer said those communication improvements are under consideration.
City staff reiterated that the utility system is complex, involves multiple departments and outside vendors, and that the initial findings do not show customers will pay for more water than they actually used once corrections are complete. The mayor and council asked staff to continue public updates and to bring the full report to the next council meeting.
What’s next: the city manager’s office will provide a written report to the council on May 26 and regular public updates in the meantime. Customers with account-specific concerns were invited to meet with utilities staff after the meeting.
