Sticker shock for Colorado Springs Utilities customers as billing change shows double balance
COLORADO SPRINGS, Colo. (KRDO) — A Colorado Springs Utilities billing change, which gives customers twice as long to pay their balance, is causing confusion.
“In February, we introduced a new bill design for all customers,” said Jeff Rowbotham with CSU. “At the same time, we incorporated a change that customers have requested for quite some time – more than 14 days to pay.”
One unintended consequence of the switch is showing customers owe two months worth of utilities at once. But Rowbotham says they won’t actually pay any more.
“This ‘Previous Balance Due’ line is showing a two-month total, causing customers to believe their bill doubled,” said Rowbotham. “This is not true. Again, it’s an unintended consequence caused by the next bill generating before the prior bill was due.”
CSU says it is working to implement a solution, but it will take some testing. The issue will likely continue for several more weeks.
Customers can view the details of their bills and account information online, using My Account.
Customers can also chat with a customer service representative in My Account from 8 a.m. to 5 p.m. or call (719) 448-4800 from 7 a.m. to 7 p.m. Monday through Friday.
