The city’s Department of Utilities will waive all interest and late fees for October and November utility bills after a processing error caused some customers to see incorrect account balances, officials announced Tuesday.
A payment batch was inadvertently posted twice in October during manual processing as the department transitions away from its legacy billing platform. While the issue was corrected, it occurred after October bills had already been generated, causing some customers to receive statements showing inaccurate balances.
Both October and November bills are now due Nov. 28, with updated balances reflecting the corrections. The city said it will continue waiving penalties until the billing cycle is fully stabilized and will provide customers at least 30 days’ notice before resuming any interest or late fee charges.
Customers enrolled in autopay should note that both October and November payments will be drafted on the Nov. 28 due date unless they suspend autopay through their online accounts. Department staff are available to assist residents who need help with that process.
The department said it offers flexible payment plans for customers who need assistance and recognizes some households have experienced financial pressure during the transition.
Notices explaining the adjustments were included in customer bills and posted online. Customers with questions may contact the Billing Office during regular business hours.
