KANSAS CITY, Mo. — Some Kansas City homeowners did a double take when they looked at their bank accounts last week. Then they called FOX4 Problem Solvers.
Homeowners reported that they’d been charged twice for their water bills.
Nick Siegel said the water company hasn’t kept their word. This all started on Nov. 18 when he noticed two separate payments come out. He was told it was an error and he would have it back within three to five business days.
“That’s something I budgeted for right, so certainly frustrated,” said Siegel who is waiting on a refund.
Well 12 days later — nothing.
“I’m very frustrated I’ve called you know almost every day…I thought it was unprofessional that they did not send out a curtesy email to their customers saying hey we’re aware of this situation,” Siegel said.
FOX4 asked KC Water about the issue. They tell us, in part:
“A technical error occurred last week wherein payments were drafted from bank accounts in error. A total of 1,150 accounts were affected. Reversals have begun, and customers should begin to see those credits in their bank accounts today and tomorrow.”
The city’s water department confirmed the error, saying a technical issue caused about 1,150 customers to be charged twice last week.
KC Water said refunds are being credited to the accounts of customers who were double billed. Customers should see the credits Wednesday or Thursday, according to the department.
“Send out an apology for this and make sure that they put steps in place so this doesn’t happen again,” Siegel said.
KC Water said anyone impacted and has questions about the error should call the department’s customer service at 816-513-1313, and select option 1.
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