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Copperas Cove residents want answers after continuous errors with water bill

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Posted at 4:08 PM, Oct 20, 2020
and last updated 2020-10-20 17:08:45-04

COPPERAS COVE, TX — The City of Copperas Cove took to Facebook to notify residents in billing cycle one that there was an error with the billing rates. The new utility rate decided on by the city council was enacted on Septembers bill, when it was supposed to start for October's billing cycle.

Copperas Cove locals say this isn't the first time there have been issues with the city’s utility system.

However, now the issues appear to be concentrated to on area: billing cycle one.

Though the city has stated there was issue with this particular area bills earlier this month, there are some residents in the area who say the issue still hasn’t been resolved.

“Everyone they seem nice enough it just seems like nobody really understands what's going on and they are not communicating it well to us at all. It just confusing they seem confused everybody seems confused,” said Copperas Cove Resident Kendra Wright.

Wright said she noticed her bill for September was much higher than it normal, but she paid it anyway.

“Then I got a notification after I paid the bill that I owed ever more so I called and was actually able to get someone on the phone," she said.

At that point she was told there was an error, bills would be resent out with the correct charge, and she would receive a credit on her next bill.

“But then when I got the corrected bill it was still even more than the last bill which was quite a bit higher than the recent bills I had been receiving,” said Wright.

David Moore has had a similar issue with his billing. Moore's corrected bill he received was higher than his original one, even though his water usage stayed the same.

“64,000 gallons is a huge amount of water and there is no way that we used, that we could have used that kind of water," Moore said.

After having contact with utility representatives, he was able to get an inspection of his water meter. Moore says the inspector said he would notify the utility company, but that was 10 days ago.

“He said someone would contact me but no one had ever contacted me back,” said Moore.

Both Moore and Wright say they just want a concise explanation, a solution, and some clarity.

“You know like consistency in rates, consistency in charges, and consistency in customer service," Moore said.

25 News did reach out to the City of Copperas Cove and spoke to Mr. Kevin Keller, the city's public relations director. He said at this time they are working on this issue but has no further comment.