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DPW reaching out to customers who received inflated water bills

Posted at 3:20 PM, Feb 08, 2018
and last updated 2018-02-08 15:23:32-05

The Baltimore City Department of Public Works is reaching out to 566 customers who were sent inflated water bills due to a software error.

Over the weekend, they installed a software upgrade and despite extensive testing, customer support learned 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 won't start again until the problem is fixed.

The delay won't result in larger bills.

Most of the 566 erroneous bills 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.”