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We recognize that many of our customers are frustrated with our recent billing system conversion and this has caused inconvenience and confusion. We appreciate the feedback that we have received in person or via message; while difficult to hear, we understand that the impact to customers was genuine. We want to assure you that we are actively working to address and resolve these concerns.
As of now, all utility accounts have been updated in our new system and regular billing has resumed. Moving forward, you can expect to receive a monthly bill at the same time each month, regardless of whether you choose electronic or paper billing.
We understand there have been issues with payments not reflecting correctly on the online portal due to the transition months with multiple bills. The system did not always show the correct payments to bill so outstanding balances were not displaying properly. As the billing returns to a normal monthly schedule, we anticipate this issue should resolve itself. Please be aware that any payments made after the physical bill was created may not show up on the paper bill but will be credited to your account.
One reason we switched billing systems was to offer additional options for customers. The online portal will send notifications when bills are available for review. The notification is sent to anyone who sets up an account so even if you prefer not to pay your bill online, setting up an account will allow you to receive notifications about your generated bill. Those who view their account online will have the ability to see detailed information on your bill including reading dates, usage amounts, etc. (Year-to-year comparison data will be available as data is compiled in the system but is not currently available as there is only two months of data in the system).
We are committed to resolving all the issues quickly to ensure a smoother process moving forward. We acknowledge this transition did not go as we expected and we appreciate your patience as we strive to return utility billing back to the level expected by our customers. If you have any additional comments or concerns, please feel free to send them to firstname.lastname@example.org or call Customer Service at 215-368-1691.