Dear Customer,

The City Utility Billing department would like to inform you of a recent issue with the utility bills that were sent out this week. Due to a clerical error some customers have been inadvertently billed for two cycles of water usage, resulting in higher charges on the current bill due on October 31st.

We understand how this may cause confusion and inconvenience, and we sincerely apologize for the oversight. Our Utility Billing staff estimates that approximately 2,000 customer accounts have been impacted by this error. This is approximately 6% of the City’s total utilities customer accounts.

The Utility Billing team is calling each impacted customer and is reviewing our process to ensure this does not happen again in the future.

To address this situation, we are offering the following options to customers who have questions or concerns about their bill:
1. Pay the bill in full as it appears: If you choose this option, you will not receive
water usage charges on your bill next month in November.
2. Request an adjusted bill: Our staff can remove the extra water usage charges
and issue a revised October bill. You will then be billed in November,
reflecting a normal usage cycle.

We sincerely regret any inconvenience this issue may have caused and appreciate your understanding as we work to correct it.

If you have any questions or would like to discuss your options, please get in touch with our customer service team at 760-839-4682 or UBCustomerservice@escondido.gov.

We are here to assist you.


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201 N. Broadway, Escondido, CA 92025
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