Amarillo, Texas city officials are continuing to investigate widespread customer complaints about recent water bill increases and inconsistencies following the city’s transition to a new utility billing system. City Manager Grayson Path addressed the issue Tuesday, acknowledging that staff have identified multiple problems affecting certain accounts and are actively reviewing billing data.
Path said the city began reviewing accounts after residents reported unexpected spikes or irregularities in their April utility bills. According to city officials, the issues appear tied to the software conversion and how billing data was processed during the transition.
One problem identified involves customers in billing district 14, where water usage graphs displayed incorrect readings due to “duplicate read entries.” While the visual data on some bills appeared inaccurate, Path emphasized that the actual billed consumption for those customers remained correct.
The city also discovered irregular billing cycles during the transition period. Some March billing cycles were shorter than usual, while April cycles were longer, which may have caused some customers’ usage to fall into higher pricing tiers than normal under the city’s rate structure.
“These are two examples we have identified so far,” Path said. “We are continuing to look closely at the data, if an error is found, it can be corrected and adjustments made to impacted accounts. You will not have to pay for more than you actually used.”
He later reinforced that message, adding, “We are continuing—I want to emphasize, ‘continuing’—continuing to look closely at the data. If we find any errors, it can be corrected and adjustments made to the impacted accounts. No individual, no account should have to pay for more water than they actually used.”
As the review continues, the city confirmed that residents will not face water service disconnections or late fees tied to April utility bills. However, officials are still encouraging customers to make partial or full payments when possible to avoid growing balances.
“The utility system, including billing, is very complex and requires a great deal of effort to review,” Path said. “With the teamwork of multiple departments and our software providers, we are working hard to understand all of the concerns and issues so we can bring you solid information as quickly as possible.”
City staff are working to compile a comprehensive report for the Amarillo City Council, which Path said is expected to be presented at the May 26 council meeting. Additional public updates are also planned later this week and again mid-next week as the investigation progresses.
The billing concerns have sparked significant attention among residents, with many reporting confusion over sudden increases in their water bills following the system changeover. City officials say the inquiry remains ongoing and corrections will be made where confirmed errors are found.
During Tuesday’s press briefing, Path and Assistant City Manager/Chief Technology Officer Rich Gagnon also addressed the scale of the issue and the city’s response efforts. Gagnon said the city has received roughly 670 reports through its online form, in addition to a similar number of calls and emails. The city manages more than 79,000 utility accounts.
Staff are also proactively analyzing billing patterns. Gagnon explained that teams have reviewed five years of billing history for each address and are flagging accounts where usage exceeds 25% above historical monthly averages.
Despite the complaints, Path said staff have not identified evidence of a system-wide failure so far. If such an issue is discovered, he said the city would be able to implement broader corrections.
The city is also working with its billing software provider and meter vendors to ensure accuracy. Officials confirmed that testing fees related to meter verification will be waived while the current review is underway.
For residents seeking assistance or wishing to report concerns, officials recommend using the city’s online reporting form as the fastest option. Customers may also contact the utility billing office by phone at 806-378-3030 or via email at waterbill@amarillo.gov
As the review continues, city officials say their focus remains on identifying errors, correcting affected accounts, and restoring public confidence in the billing system.
Watch the full press conference below:
