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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. 

Colorado Springs / Local News / News / Reporter Stories / Video

Lauren Barnas

Comments

16 Comments

  1. “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.”
    Can Mr. Rowmotham explain why this unintended consequence occurred and the customers are having to pay for 2 months? Can he elaborate more on the particulars?

    1. ““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.””
      Does this mean that if I only pay half the bill I will not have my utilities shut off?

      1. Hopefully you should have already paid half the bill, the half that was previously billed and previously due. So the only half you should have to pay is what you still owe.

        1. My point goes to pointing out if this was a known, but unintended consequence, why was there not also an additional letter added to the bill explaining this in detail to the consumers. Poor communication to customers only reflects poor leadership within the organization.

          1. Can’t argue with that idea!
            Perhaps CSU should hire you as a public relations person . . . 😁

      2. Mindless is correct………they are estimating your next month bill based on current usage….

  2. In March KRDO reported the Federal Energy Regulatory Commission was going to investigate natural gas price gouging in February. I am guessing it was all a farce to make CSU customers believe there is real oversight and there was a chance that evidence of gouging would stop the utility bill increase.
    SURPRISE, looks like nothing came of it if there was even a real investigation, now pay up, we been deceived and robbed again.
    https://krdo.com/news/2021/03/09/skyrocketing-gas-prices-during-february-cold-snap-leads-to-federal-investigation/

    1. As usual, you’re trying to tie together things that are unrelated (actual cost increase and billing format change). It’s just plain logic, and not another “conspiracy” you’re so fond of promoting.

      1. RC you are correct that these 2 events are unrelated, but he does bring up a valid point that there has been no word on the investigation he mentioned in the attached article.

      2. I have no problem conflating the 2 to bring awareness to the fact there was no follow up to the gouging investigation.
        Try to get a grip on reality.

      1. Sounds like who ever moderates their Facebook page wanted to hide it from the public.

  3. When you look at the CSU bill and see the previous balance, and then look at your bank account and it’s the same number, you kind of take the hint you already paid the other half of the current bill and it hasn’t posted to CSU before they sent you the letter. You’d think any idiot could figure this out, but we’re surrounded by idiots these days.

  4. And remember folks, CSU will be giving back $78 Million in “Excess revenue” to the City of Colorado Springs, so they can add it to the general fund.

    Its a clever way to get around TABOR, just raise utility rates….

    1. Should have went to replacoing many of our ancient water mains that keep bursting or at the least towards lowering utility rates.

  5. Anybody else notice all the incompetence being shown by CSU lately? Perhaps it is time to hold the CEO responsible…

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