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The City of Amarillo says staff are continuing to investigate customer concerns tied to recent utility bills following the city’s transition to a new Utility Billing System, with officials acknowledging frustration over higher balances, delayed responses, and confusion surrounding billing cycles.
In an update released Friday, City Manager Grayson Path said city employees are actively reviewing both individual customer complaints and broader system data as part of an ongoing effort to determine whether billing inconsistencies occurred during the transition process.
According to the city, one of the primary issues identified so far involves the timing of billing cycles. Officials explained that utility bills are based on meter reading schedules rather than fixed calendar months. During the recent system conversion, some accounts experienced longer billing periods than customers would typically see on a standard monthly statement.
When billing cycles extend beyond the usual timeframe, additional days of water usage can accumulate onto a single bill. City officials say that increase in usage may also push some customers into higher rate tiers, resulting in larger balances for that billing period even if daily water consumption remained relatively consistent.
The city emphasized that the review process is still underway and said officials do not yet have significant new findings to report. However, staff members continue examining utility account data to identify any trends, patterns, or possible issues connected to the billing system transition.
As part of the review, city employees are comparing information from Amarillo’s water meter system with billing records to verify that usage data matches across both systems. Officials say the comparison is intended to help validate the accuracy of readings while also identifying accounts that may require additional investigation or correction.
The city also indicated it is considering outside assistance as part of the evaluation process. According to the update, Amarillo is exploring additional external review and validation options in an effort to ensure concerns are thoroughly examined and addressed transparently.
Residents across Amarillo have voiced concerns in recent weeks after receiving unexpectedly high utility bills, with many customers reporting difficulty obtaining answers because of long wait times and increased demand on customer service channels.
City officials acknowledged that response times remain delayed across phone, email, and online support systems due to the current volume of inquiries. Staff are continuing to work through requests as quickly as possible while also processing ongoing account reviews.
To help reduce delays, the city is encouraging customers to use only one primary method of communication for a specific issue rather than submitting duplicate requests through multiple channels. Officials said repeated submissions may slow the response process further by creating additional backlog for staff already managing a high volume of cases.
In response to the continued concerns, Amarillo has temporarily paused several enforcement measures connected to utility accounts. The city announced that late fees and utility service disconnects will remain suspended through June while reviews continue and customers seek assistance.
Despite the pause, officials are still encouraging residents to make partial payments when possible to help prevent larger outstanding balances from accumulating later.
Customers needing assistance with their utility accounts have several options available. Residents can contact Utility Billing by phone at 806-378-3030, visit City Hall during normal business hours, or complete the city’s online Utility Billing Assistance Form.
The city noted that in-person visits to City Hall may currently provide the fastest option for support because of the heavy volume affecting other communication channels.
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