Water Bills Generate Customer Questions
Posted By Staff Reporter on February 25, 2009
Victorville Water District customers have received two water bills during the month of December resulting in some confusion. This is the result of some technical problems with the consolidation of the water, trash and sewer bills, according to City Clerk Carolee Bates.
The problem will be remedied by the end of January, but water customers should again expect two bills in January that will bring all the systems current for the February billing. At that time customers will receive only one bill.
Victorville City Hall phones have been busy with customer calls. Many of the calls are in reference to the bills not reflecting a recent payment. Customer service employees are assisting customers as quickly as they are able providing updated information. Residents are encouraged to wait a day or two to contact the City to avoid lengthy hold times on the phone or in person.
Why am I receiving a double bills? Due to technical difficulties in the consolidation of the various systems, billing was delayed for a few months. To bring all billings current, customers received two bills in December, one for past charges incurred in September and the other for charges in October. Please refer to the billing service period section on your bill.
My last payment is not showing up on my current bill! Since billing was delayed, payments received after the service period billing dates may not show up on your current bill. Once customer billings are brought current, all payments will be reflected on your current bill.
Why is my water usage so high? Your water usage is based on the service period being charged. Even though you may have cut your usage down in the last few months, the billing is for prior months when the weather was hotter resulting in higher water usage at that time.
Why are the hold times so long? Due to the billing delays, all bills were sent out within a short period of time and not on their normal billing cycles. This along with concerns and billing questions has resulted in extremely heavy call volumes to our customer service department.
When will the bills go back to their normal billing cycles? It is anticipated that billings will become current by the end of January 2009 and regular billing cycles will be restored.
Comments
Leave a Reply
You must be logged in to post a comment.