St. Cloud water customers deal with billing issues

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ST. CLOUD, Fla. - Channel 9 found out nearly 1,000 people in St. Cloud haven't received a consistent monthly water bill and some customers may have overpaid because of a computer glitch.

Resident Shawntae Nalley uses water, but she said she doesn't know when she'll pay for it.

"Do you ever know when you're going to get a bill?" reporter Julie Salomone said.

"I don't know and I actually called and they said my balance was zero," Nalley said.

Nalley and hundreds others have dealt with delays in getting their water bill from the city. She recently got a letter in the mail claiming system errors with the city's software caused the issues.

Orlando Utilities Commission had billed St. Cloud customers for water service for years, but about 7 months ago St. Cloud took over the billing process. Leaders implemented a billing system in just nine months, leading to multiple technical errors.

"We are waiving late fees, we are offering payments arrangements. Again, we're going everything we can," Assistant City Manager Veronica Miller said.

Nalley said when she gets a bill, she'll question whether it's accurate. But city officials said it will be.

"I have people working 7 days a week and overtime right now to get this resolved," Miller said.

According to officials, the issues should be completely fixed by the end of May.