Rio Rancho apologizes to residents for billing issues

RIO RANCHO — The city of Rio Rancho acknowledged Sept. 16 that a water rate increase was prematurely applied to residents’ bills and some of them were accidentally billed twice after a new payment system went online.

The city’s comments came following complaints from some residents, who recently said they were charged higher water rates before the 3% annual increase went into effect July 1 and experienced double-billing following the portal system’s activation Aug. 25.

A “billing/programming” issue caused the new rates to apply to accounts for portions of the monthly billing cycle, Rio Rancho Deputy City Manager Peter Wells wrote in an email. He noted that customers were informed of the issue on their billing statements and that a credit would be provided on a future bill.

Meanwhile, timing issues related to when some customers signed up for the new system as well as how they elected to pay were to blame for the double payment in the new online system, Wells wrote. Refunds are currently being processed, he added.

“The city and its vendors strive for a seamless transition anytime changes and new technological improvements are implemented for its more than 40,000 water/sewer customers. However, unexpected issues can occur,” Wells wrote. “The city apologizes for any inconvenience and is working diligently to address any issue that is identified.”

Rio Rancho resident Corrine Rios — who is suing the city for allegedly not following its own code by allowing ordinances to pass without a sponsor — reported publicly and to city officials that she was prematurely charged increased rates on her water bill prior to July 1.

“I appreciate that the City has acknowledged the billing error and is working on credits, but the explanation leaves key questions unanswered. Calling it ‘just a few dollars or less’ minimizes the issue,” Rios wrote in an email. “Even small amounts per household add up — across Rio Rancho the premature collections could reach tens of thousands of dollars.”

Rios, who said she does not use the portal because she pays her water bill by check, was upset when she learned she was paying more for her bill before the new rate went into effect.

“I am angry that they did that, and that is not right,” Rios said.

In addition to issuing refunds, she called on a citywide review to identify other potentially affected accounts and if necessary, issue “appropriate refunds or credits” to residents.

Another Rio Rancho resident, Cindy Cribbs, who reported she was twice-billed after setting up an account with the new payment portal, said an apology from the city is “great,” but it is still not enough.

“That doesn’t help anyone; they over drafted their account (and) can’t get the money back immediately or within a couple of days,” Cribbs said.

Cribbs said the city’s new bill payment system should not have any operational issues.

“When you’re playing with people’s money and their livelihood, there should be no kinks whatsoever,” she said. “People nowadays can’t afford for (the city) to screw up.”

If people have concerns about their water bill or the method in which they are being charged, the city has a utilities customer service line set up at 505-891-5020.