DeKalb County residents frustrated by extremely high water bills packed an auditorium Thursday to seek answers, even as the government tries to get the problem under control.
The town hall meeting drew well over 100 people, often carrying water bills of hundreds and reaching into the thousands of dollars.
They were confronting government officials to try to get the bottom of the problem — and in hopes they can avoid paying bills that many believe are ridiculous.
“My bill is crazy,” said Clare Williams, who lives in Brookhaven and has been charged as much as $1,400 for water and sewer service. “I have no idea why this is happening. It’s either corruption, stupidity, incompetence or broken meters.”
Residents frequently complain that customer service representatives blame them for using too much water instead of providing a thorough explanation.
“The burden of proof is always on us,” said Darijo Babic, who lives in Tucker and saw his bill jump from about $43 to $458. “They say you’re guilty until proven innocent. Felons have more rights than the citizens of DeKalb County.”
Recognizing the problem, Interim DeKalb CEO Lee May recently declared a moratorium on water disconnections for nonpayment while residents are disputing their bills.
Want to dispute to high water bill in DeKalb County? Here’s how
May created a team this week dedicated to helping residents work through billing disputes, and a third party will review billing issues when customers aren't satisfied with the county's response.
“We’re listening to the increasingly loud cry of people’s concerns,” May said Thursday. “I’m not happy with this entire process.”
Customers can dispute their bills by contacting the customer service center, and then their calls will be transferred to the new Customer Assurance Team. Residents who object to their bills will receive an email and a letter confirming that their bill is in dispute, and they will only have to pay their average bill amounts.
Then a field technician will be dispatched to investigate. They’ll check meters, connections, service line leaks at no charge, and they’ll be available to meet with homeowners to discuss possible issues.
There are many reasons water bills may increase, including greater water consumption, malfunctioning meters, billing errors and leaks.
It’s unclear how many people have recently seen sharp increases in their bills. In 2014, the county identified 5,640 residents who had experienced bills that were more than double their normal amounts.
Read frequently asked questions about DeKalb's water discussion moratorium by clicking here.
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