Hill Bill Inquiries & Resolution
High Bill Inquiries & Resolution
SAWS is aware of the current situation that some water customers are receiving higher-than-usual bills. We are taking steps to address the issue of estimating meter reads and pledge to work with you to resolve your concerns.
If you believe you have been impacted by this:
- Email your inquiry and include account holder's name, service address, account number and a daytime phone number.
- Or call our dedicated hotline at 210-233-2050.
You will receive a response within 1-2 business days.
Our Customer Service representatives will work with you to:
- Analyze and recalculate recently estimated bills to determine the amount, if any, of overbilling resulting from the estimated reads.
- Process credit adjustments to the affected customers' accounts.
- If needed, schedule additional time to pay for customers impacted by these estimations.
Please keep in mind that bills for the summer billing periods are typically higher than usual and increased water consumption could be a partial cause for the increase.
Thank you for your patience as we work with you one-on-one to resolve these billing issues.
Frequently Asked Questions
Why are these bills so high and why the significant increase for folks?
First and foremost, we are sorry these bills have caught ratepayers by surprise, and we are working aggressively to address and alleviate their concerns. We believe the reasons for the increase are threefold:
- Estimated reads
- Old slow meters (replaced with new more accurate meters)
- True additional water usage due to a hot and dry July/August and/or unidentified leaks
We are still going to review every bill a customer has a dispute with and work to resolve the questions.
What specific steps are you taking from a customer service standpoint?
We are significantly increasing the number of our customer service representatives to help research and respond to customer questions and concerns. Additionally we are setting up rapid response events so that anyone who takes issue with their bill can meet with our staff one-on-one during these.
My bill is due soon, what should I do?
Pay the amount you paid last month, and then contact Customer Service (704-SAWS) to determine whether or not there is a remaining balance or possible credit owed.
Are the recently replaced meters in some parts of the city the problem?
No. Meters average about 15 years old, and as they age, they become less accurate, often not registering all of the water used by customers. As we continue to update them throughout the city, it will help accurately reflect each customer's water use.
Will estimated vs. read meters be clearly indicated on customer bills?
We are currently working on a redesign of our bill that will indicate to our customers if the bill was read or estimated. This is set to begin by January 2016.
What is the best way to discuss my concerns with you in a timely manner?
We highly encourage customers to submit their information via email. Our Customer Service team will review their account and get back to them in approximately 48 hours. Customers should include: account holder's name, service address, account number and a daytime phone number where we can reach them.