Our Utilities Billing staff have been fielding calls from customers concerned with fluctuations in their utility bills (which includes water, wastewater and trash). We take customer complaints very seriously, and because there are a variety of factors that can create fluctuations in customer bills, we encourage customers to call the Utilities Billing Division at 816-439-4460 or email cycle1@libertymo.gov with their name, address, account number and phone number.
Staff will look at each individual account, help customers understand the particulars of their accounts and work with them to address anomalies when possible. We make every effort to work with our customers, offering payment plans to those who need to pay off a bill over time and making adjustments to charges if there is an error in billing.
Some of the factors that can affect customer bills, including old/inaccurate meters, estimated water consumptions and varying meter read intervals from one month to the next, are the reasons the City is upgrading its water meter infrastructure and meter reading technology to a new, automated system. With this new system, these issues will become the exception. In addition, customers who are staying and working at home during the COVID-19 pandemic may be consuming more water, and others may have missed payments and see more than one month’s worth of consumption on their bill.