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HARLINGEN — Amid weeks of complaints, the Harlingen WaterWorks System’s trying to fix a new billing system some customers are blaming for charging late fees while cutting off their utilities.
While the agency’s fielding as many as 600 calls a day, customers are pointing to mistakenly charged re-connection fees while griping about dropped calls after long holding periods.
“Some customers are encountering issues with incorrect charges or missing payments on their accounts,” WaterWorks officials stated on the agency’s website, describing “billing inaccuracies.”
“We are aware that some customers are still receiving past-due notices despite having made payments,” they said. “Payments are not being processed as promptly as expected. There have been difficulties accessing billing statements and retrieving payment history online.”
Late last week, WaterWorks’ launched a video tutorial showing customers how to follow “a step-by-step guide” aimed at helping them pay their utility bills on the agency’s online system.
“We’ve created a comprehensive step-by-step guide to assist you in making online payments,” officials posted on Facebook.
At City Hall, Mayor Norma Sepuleveda said she’s working with WaterWorks to fix its billing problems.
“Although Harlingen WaterWorks operates independently of the city, I’ve been receiving many calls and messages regarding recent billing concerns,” Sepulveda posted last week. “Over the last few days, I’ve been actively working with HWWS to ensure they are reaching out to our community and addressing these issues as quickly as possible.”
Since last week, WaterWorks officials have not responded to several messages requesting comment.
After WaterWorks launched its new online billing system Sept. 9, customers started complaining.
”Unfortunately, the launch has presented unforeseen challenges,” officials stated in a notice posted on the agency’s website. “Our team is working closely with the software provider to resolve these issues and restore smooth and efficient operations as quickly as possible.”
At WaterWorks, customers flooding front desks with more than 600 calls a day have overloaded the agency’s phone system, officials said.
”If you experience dropped calls after being placed on hold, please know that this is an automated system error and not the fault of our staff,” officials said. “Many calls are being routed to other departments that are unable to address specific billing questions, but customer service will return any messages left for assistance.”
By Tuesday, WaterWorks’ Facebook post had drawn 216 comments from customers like Nancy Robles Casas, who asked, “Are you going to credit the late fees?”
“My bill has been on auto-pay, yet you didn’t take payments but instead charged me a late fee,” she posted.
Despite their payments, customers are complaining their utilities were cut off.
“That new billing website is a nightmare,” Jacob Garza posted. “When I paid the bill, it defaults to my previous address. Your customer service representative said it would credit my current address. No, it did not, and service was interrupted. It would take 24 hours to restore service due to your billing software mistake.”
After her utilities were cut off, Angela I. Schoonover complained of extra charges.
“I lost my service due to your inaccuracies — made me pay the extra $30 then never put in the order for re-connection,” she posted on Facebook, adding her phone calls weren’t answered until after hours.
After her service was restored, Schoonover said she was charged a $25 re-connection fee.
“I’m still waiting for a call back or some resolution and to discuss extra charges,” she posted.
Meanwhile, WaterWorks’ officials were “assuring” customers their utilities wouldn’t be cut off, while adding they’ll reimburse any late fees.
”Rest assured, as long as your bill is paid on time, no disconnections will occur, and any late payment penalties will be reimbursed,” officials said. “Our goal is to ensure that the new billing system will soon be fully operational, allowing us to provide you with the excellent customer service you deserve.”
