Troubles with Modesto’s move to a new utility billing system continue to grow by multiples, with customers paying the price in frustration, late fees and long wait times for help.
Twelve weeks after the April 27 launch, City Hall’s customer service has fielded nearly 60,000 phone inquiries about billing changes – a dramatic increase since taking 6,000 calls in the first six-week period.
The city has 76,000 water, sewer, storm drain and garbage customer accounts. Nearly 17,800 late fees have been levied since the April 27 go-live date, although the number of repeat offenders over the three-month period is unknown.
In a nod to persisting frustration, the city scheduled two upcoming workshops where people can get one-on-one help with water billing questions and problems.
Both off-hours “drop-in sessions” will be held at the Modesto Senior Citizens Center at 211 Bodem St., from 5:30 to 7 p.m. on Wednesday, July 29, and 10 to 11:30 a.m. Saturday, Aug. 1.
“We recognize that some customers continue to require personalized, in-person support,” city spokesperson Cynella Aghasi said via email. “By offering these workshops, we’re creating a valuable opportunity for individuals to receive direct, hands-on guidance … outside of standard business hours.”
The transition to a new billing system was needed because the old one was “at end of life,” a city spokesperson told The Modesto Focus in a June 10 report.
“We are currently experiencing longer-than-usual wait times…”
Although City Hall isn’t keeping track of complaints, the number of inquiries has jumped from about 200 a day six weeks after the launch to 1,285 calls per day since.
Customers typically wait on hold 90 minutes to two hours for help, Aghasi said, though some people report waiting longer.
“Those visiting our lobby in person have encountered shorter waits, usually ranging from 15 to 30 minutes, though this can vary based on the volume of visitors at any given time,” she added.
The city typically levies late fees against 46,500 accounts in a given three-month period, Aghasi said, while fewer – 17,800 – were levied in three months just after the transition.
Acknowledging problems with the transition to a new billing system, Modesto offered and then extended a grace period for late payments that ended June 15. In addition, the city ended up waiving 644 late fees for 404 accounts – “when they reach out” for help, Aghasi said.
How many customers who followed all the rules and still ended up with late fees isn’t known. And those who didn’t complain to customer service – whether through inattention or unwillingness to wait long periods on hold – cannot be calculated.
Some customers seemed to have little trouble adapting without help, and others who called received prompt assistance. “The (customer service rep) was super helpful and informative and set up my account within minutes,” one wrote in comments on The Modesto Focus Facebook page.
Another person on social media reported no trouble signing up for the city’s customer portal and reenrolling in autopay – only to be charged a $20 late fee. Customer service waived the charge after the customer waited 90 minutes on the line.
Yet another user said in a social media post that she was forced to reenroll in a subsidy program offered to low-income people. “This is wrong,” she wrote.
Another concluded that the transition was “poorly executed.”
The customer service number is 209-577-5395. Visit the new portal here.
Additional information is available at a city webpage dedicated to utility bills, and another answers frequently asked questions.
Garth Stapley is the accountability reporter for The Modesto Focus, a project of the nonprofit Central Valley Journalism Collaborative. Contact him at garth@themodestofocus.org.