DPW Reaching Out to Customers Impacted by Erroneous Bills
Thursday Feb 8th, 2018
The Baltimore City Department of Public Works (DPW) is reaching out to 566 customers who were sent erroneous inflated bills due to a problem with a software update.
Over the weekend DPW installed a software upgrade. Despite extensive testing of the software, on Wednesday, Feb. 7, the Customer Support and Services Division learned that some bills went out with extraordinary amounts. This only affected customers who had breached payment plans.
DPW stopped production of water bills once the error was discovered, and will not resume billing until the flaw is fixed. This delay should be minor and will not result in larger bills. Of the 566 erroneous bills that went out, most were for more than $50,000.
“This is not acceptable, and I am insisting we strengthen our billing safeguards,” said DPW Director Rudolph S. Chow, P.E. “I have directed staff to send letters to all those customers affected by this error, and to make direct contact in every case possible.
“Further, customers affected by this error should know that we will make the necessary corrections and not allow this to negatively impact their account. I apologize to these customers for the erroneous bills and want everyone to know I take the credibility of our metering and billing system very seriously. Our customers deserve nothing less.”