Leaders in Rocky Mount announced on Tuesday that they will waive some late fees and penalties as residents navigate issues with their utility billing.
The announcement comes after several residents in the city reached out to WRAL News after they received two statements, both of which were due in January.
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In a statement provided to WRAL News on Tuesday, the city said the typical 30-day window was inadvertently extended for some customers. The city said that in order to return all accounts to the regular 30-day schedule, some customers received two separate bills close together.
On Monday, the city initially called the issue an “operational delay” in meter reading and billing processes.
Residents who spoke to WRAL News over the last two days said the situation has put people with two bills to pay into a financial bind.
“It’s devastating, especially right after Christmas. Going into the new year and starting off wrong already,” said Raymond Felton, a Rocky Mount resident. “Rocky Mount, you need to get it together. Don’t make citizens pay for the mistake that you guys created.”
When asked what led to the mistake, a city spokesperson sent another statement.
"Business Service Center staff is reviewing internal procedures to ensure this type of oversight does not occur again, while fully supporting our customer service staff as they continue to provide responsible and responsive service to our community."
People like Steven Saal take issue with that answer, telling WRAL he'd like clarity.
"I think the question everybody wants to know is 'why?'" he said.
It also comes just months after the city said it was increasing the cost of utilities for residents after the city learned it spent millions more than what it brought in every month over the last two years. The city confirmed the two billing statements were not related to the increased rates.
A spokesperson for the city said they are actively working with customers to set up flexible payment arrangements and provide access to utility assistance.
You can contact them by reaching out to customerservice@rockymountnc.gov or calling 252-972-1250.