PHILADELPHIA — Some Philadelphia Water Department customers in 19 local ZIP codes may receive water bills displaying inaccurate amounts following an error with data files that impacted roughly 3.5 percent of the approximately 480,000 accounts serviced.
The issue was first discovered by the Water Department and Water Revenue Bureau on August 4, 2021. Many of these bills resulted in charges that were significantly higher than customers’ routine monthly bills.
Impacted customers were billed on Tuesday, August 3rd and bills with inaccurate balances appeared in customers’ e-billing accounts on Wednesday. All impacted customers will have any billing errors reversed and updated bills will be provided.
“We understand this has caused considerable distress and confusion for the impacted customers,” said Deputy Revenue Commissioner for Water Susan Crosby. “It is important customers know that we are working to resolve this as quickly as possible, and we have taken steps to ensure the incorrect bills will not impact those using automatic payment options. This will be resolved, and it will not impact what customers actually owe.”
The issue is unrelated to meters that were recently upgraded. Customers with older meters are also impacted. Any customers who receive paper bills with this error will also have the issue addressed and will receive an updated bill. “We take this issue extremely seriously and are working with our water use data provider to correct the problem as quickly as possible,” said Crosby. “We expect the process of correcting the bills to begin as early as Friday and we will continue to work until all issues are addressed.”
The Department of Revenue is reaching out to customers about this issue and explaining steps being taken to reach a resolution.
The City requests patience while the issue is being resolved, and customers are encouraged wait for an updated bill before reaching out.
Impacted ZIP code are listed below. Note:
Customers who need to can request to speak to a billing representative at (215) 685-6300 between 8:00 a.m. and 5:00 p.m. Those who request a callback should have calls returned within 24 hours.