The City of West Plains has issued a notification to utility customers regarding a correction to recent utility bills, which were impacted by the application of incorrect rates. The error affected utility bills issued on February 24, 2025, which are due on March 17, 2025, specifically relating to electric and water rates.
The city’s utility billing team is actively working to adjust the bills to reflect the correct rates. Customers who were overcharged will receive credits, while those who were undercharged by more than $1 will receive updated bills with the accurate amounts by mail.
As of now, approximately 3,000 of the city’s 7,000 active accounts have already been adjusted over the past three days. The average adjustment for residential customers is a reduction of $3, while commercial customers have seen an average reduction of $11. Once the adjustments are completed, customers can check their updated balances through the city’s payment portal at no additional cost.
The billing error stems from a discrepancy during the city’s yearly budget process. In September 2024, it became clear that a proposed 5% electric rate increase would not be sufficient to meet the city’s funding needs. Consequently, a 7% rate increase was verbally presented to the city council. However, due to a mistake, the ordinance approved in November 2024 reflected only a 5% increase.
As a result, the city will maintain the 5% electric rate increase for the remainder of 2025, with the first bill reflecting these rates being sent on February 24, 2025, for usage in January 2025.
The City of West Plains remains committed to providing reliable and accurate utility services to its customers. The utility billing team is working diligently to resolve the issue and ensure that all adjustments are made promptly. The city appreciates its customers’ understanding and patience throughout this process.
