New Utility Billing Software Leads to Multiple Water Bills

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On February 18 the City of Amarillo went live with a new utility billing software.  

The software changes the look of your bill, and account number, but in this first billing cycle, most customers also received two separate bills.  

“One of the bills has their water, sewage, and sanitation charges on it,” Amarillo Finance Director Laura Storrs said.  “The other one has their drainage fee charges on it.”

So if you were one of the customers that received two bills, you weren’t billed twice, the charges that used to come all together on one bill were just split up this cycle, something the city was expecting because of how they gather drainage information. 

“It actually comes from information we get from the Potter Randall appraisal district on who owns the property account,” Storrs said.  “Then we have all of our water customer information on their water accounts.  What we are trying to do is match all that information up.”

The city expects the issue to be resolved by next month.

Customers who receive more than one bill can:

  • Provide the Utility Billing Department their name and address by emailing waterbill@amarillo.gov, and bills can be combined into a single bill next month.
  • Make a payment by mail or in-person this month.
  • Make a phone payment by calling (806) 576-1932. Information will be needed from the new water bill to make a payment.
  • Go to the website billing.amarillo.gov to enroll in online payments and view helpful information about the change.

During the transition period, Utility Billing will not assess late fees or penalties, nor will services be discontinued for non-payment.

The City of Amarillo apologizes for any inconveniences associated with the completion of the software change.

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