W.Va. American Water corrects billing errors
CHARLESTON, W.Va. -- About 49,000 West Virginia American Water customers' monthly bills have been adjusted to correct billing errors.
The company notified affected customers in late August that the errors occurred after it transitioned to a new billing software system in May.
In a letter to customers, the company said the errors happened because of either an extended billing period or a surcharge that was left off some customers' bills, the Charleston Daily Mail reported.
A prorating formula calculated by the billing system charged customers billed for 36 or more days of water service more than they should have been. The company's required monthly bill cycle is 25 to 35 days.
Most of the customers whose bills were adjusted were affected by the extended billing error. They will see a credit on their next monthly bill, Jordan said.
About 1,000 customers who were affected by the missing surcharge error will see an additional charge on their next monthly bill. The surcharge is paid to local government entities, including the Putnam County Building Commission, Kanawha County Regional Development Authority, and the towns of Clendenin and Arbuckle.
Customers who cannot afford to pay the additional charge in the first month can call the company's customer service center at 800-685-8660 to arrange paying off the charge over a three-month period.
Jordan said that the company posted the adjustments to affected customer accounts on Aug. 24.
West Virginia American Water notified the state Public Service Commission about the errors and has updated the commission on its plans to correct the situation, she said.