AUSTIN (KXAN) — Austin Energy is “actively investigating” after thousands of customers received a duplicate bill in error.
According to the utility company, the error happened as “part of a test run prior to a system upgrade in November.” The issue affected 12,638 customers, a utility spokesperson said.
“We immediately reached out to affected customers to explain the situation, provide instructions and reassure customers that their accounts and payments remain secure,” the spokesperson said.
Those enrolled in autopay or who receive e-bills were not affected, a spokesperson for the utility told KXAN
The utility said “there will be no financial impact to customers.” However, if a customer paid an incorrect bill due to the error, the utility said “any overpayment will automatically be credited to their next statement or can be refunded.”
“As there have been no changes to our billing process in the past 10 years, this incident is highly unusual, and we are working with our vendors to understand why it happened,” the spokesperson said.
If customers would like to verify their balance, they can log in to the Austin Energy website.
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