APEX, N.C. (WNCN) — Homeowners in Apex continue to voice concerns about their utility bill amounts, more than a year after a cyberattack impacted the town’s ability to properly bill customers.
“It hits the dollar and it hits the pocket, and I mean right now everything kind of is,” said Charity Adair.
Adair, who’s lived in her Apex home since 2020, says she used to pay around $300 a month for utilities.
“But it’s been, since last year, it’s been easily $500-$600,” she said.
She’s one of many homeowners who have reported a similar increase. The problems stem from a cyberattack last July, which complicated the town’s billing process.
Because of those challenges, the first bills following the cyberattack were for several months of usage, and also coincided with a pre-approved rate increase on electricity, water, and sewer.
But concerns have persisted well after those combined bills.
“Between last month and this month, it was $150 difference in just one month. We know we’ve had some hot days, but it’s still one of those things where you still don’t expect that much of a jump month-to-month,” Adair said.
The town has been working with a firm to independently review its utility billing processes.
According to the town’s website, 179 people requested to have their combined bills recalculated. As of mid-August, nearly a quarter have been fully reviewed, with an average underbilling of $37.65 and overbilling of $18.90.
“At what point will this get reconciled? Am I paying $200 more a month than I should be, and if so, when will I find that out?” Adair said.
A transition to a new utility billing software is also causing temporarily longer billing periods. That, paired with scorching heat in July, could be why homeowners are seeing slightly swollen recent bills.
“We’re on the path to normalcy, is what we’re trying to get with cycle length,” Apex Town Manager Randy Vosburg said during Tuesday’s Town Council meeting.
Adair says the new software has caused a glitch on her account, showing she has a balance of more than $67,000.
As the town continues to navigate these challenges, homeowners will not be penalized or disconnected for non-payment.
“We’ll come back to council in the coming weeks/months related to cutoffs, late fees. That is currently not on a path for implementation any time soon,” Vosburg explained.
