On a rare occasion, some customers experience what is referred to as a crossed meter. This means that our billing system had two meters switched and billing was being sent to the wrong person. Because no two households have identical usage, this will result in a customer being over or under billed. The letter you received will indicate if you have been over or under billed.
If you have been over billed, you will see a credit applied to your next billing cycle. These credits can go back as far as three years if the issue was in place for that long. In the case you were underbilled, you will receive an adjusted bill that is higher than you would typically expect. As a consumer protection, we will only back date billing three months.
If you receive a corrected bill and you are not able to pay it in one month, you are able to set up a payment arrangement to spread out the balance. For guidance on setting up a payment arrangement online, follow our guide in the Help Center. You can also call 1-800-743-5000 and set up an arrangement with the IVR.