In recent months, numerous Billings residents have raised concerns over unexpected increases in their water bills, leading to legal action and calls for greater transparency from city officials.
Background on Billing Issues
In 2024, the City of Billings implemented a new water billing software system. Following this transition, many residents reported significant spikes in their water bills. Some invoices revealed dramatic increases in usage, and residents struggled to get answers as call volumes surged with billing concerns. [Source]
Legal Actions and Resident Responses
In response to these billing discrepancies, a group of residents filed a class-action lawsuit against the city’s Public Works Department. The lawsuit alleges improper billing practices and a failure to correct errors adequately. According to the suit, customers have been left paying inflated charges with limited options to dispute them. [Source]
One resident, whose bill jumped from about $40 to more than $500, expressed frustration over the lack of clear communication from city officials. Another resident was charged more than $2,500. The plaintiffs are seeking corrections to the bills and a halt to water shut offs, which resumed in January for residents without payment plans for outstanding balances. [Source]
City’s Position and Audit Findings
City officials have acknowledged the residents’ concerns and have conducted an independent audit of the new billing system. The audit supports staff’s conclusion that the bills are correct. “They found nothing that the software was doing inaccurately,” said City Administrator Chris Kukulski. “We did find human error issues spread throughout, which again, with 42,000 customers, we see some of those every month.” [Source]
Despite these findings, many residents remain skeptical and are calling for further investigation into the charges, an independent review from a different company, and further consideration of their concerns. [Source]
Moving Forward
The situation underscores the importance of transparent communication between city officials and residents, especially when implementing new systems that directly impact citizens’ finances. As the legal proceedings continue, many in the community hope for a resolution that addresses the billing discrepancies and restores trust in the city’s utility services.