A Georgia woman says a routine utility bill turned into a lengthy dispute after DeKalb County charged her for another home's water use, let the total climb into the thousands, and eventually shut off her service.
Here's what to know
Shirley Shanks, 79, told Channel 2 Action News the issue first surfaced in September, when a bill arrived that was far higher than she expected. Believing a leak at her home might be to blame, she paid it.
"I got a bill for 320-some dollars," Shanks said. "I went ahead and paid this bill because I said 'well, I might have a leak.'"
A $605 bill made her suspect a bigger problem. She then had a professional check the property, and he found no leak.
Shanks explained that the inspection actually pointed to a billing error: the meter attached to her house did not match the meter number on the statements she was being sent.
"The bills that I received were for ending in 09, and my meter had a number ending in 07," Shanks said. "Bottom line is the water meter and the water bills don't match."
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Shanks stated the county still didn't resolve the matter after she asked for help. She told Channel 2 Action News that "they told me that they had done all that they could do for my bill." She said the amount kept increasing, and the bill rose to more than $2,700 before her water was shut off.
More background
Even after a professional found no leak, Shanks said the charges "never got corrected, they kept billing for it."
Billing errors are more than just frustrating headaches, as unexpected or incorrect charges can leave people facing serious financial strain.
What's being done?
Channel 2 Action News reported that after shutting off Shanks' water, the county began looking into the problem and turned her service back on.
Shanks has said that is not enough, because she wants the apparent meter mix-up corrected and the bill itself fixed.
According to Channel 2 Action News, Shanks said county officials told her they planned to fix her bill soon.
Shanks' view of the issue remains straightforward: "It's been crossed over for some time and they need to just correct it."
Where can I learn more?
Shanks isn't the only one who's been hit with confusing water charges or a sudden spike in a utility bill. These stories look at unexplained increases, proposed rate hikes, and other disputes over who should pay.
• In Terry, Mississippi, one resident's bill jumped to $179 overnight after years at $28.
• Virginia American Water sought nearly 30% higher rates in Hopewell and Prince George, alarming residents.
• After moving in, one homeowner got a nearly $2,000 utility bill that made no sense.
• One homeowner was startled after opening the wrong water bill and seeing a neighbor's charges.
• A tenant said a landlord's irrigation rules exposed the truth behind wasted water on the water bill.
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