Just discovered a massive error with Westar Energy here in Kansas. Industrial client was being billed with a 10x meter multiplier when it should have been 1x. This went on for 15 months before anyone caught it. Customer was paying roughly $180K per month instead of $18K. Westar's explanation? 'Data entry error during meter upgrade.' Now they're dragging their feet on the refund claiming they need to 'verify' the error. Anyone dealt with similar meter multiplier screwups?
Westar meter multiplier error - 15 months of 10x overbilling
Rachel, that's brutal! JEA down here in Jacksonville had a similar issue last year but caught it after only 3 months. $162K per month overcharge adds up fast. Did Westar at least stop the incorrect billing immediately once you notified them?
We had a Duke Energy multiplier error in Columbia a few years back - they had a 40x multiplier instead of 4x. The scary part is how long these errors can go unnoticed if the customer doesn't understand their usage patterns. Rachel, I hope your client kept good records of the actual meter readings?
Marcus, yes thankfully we have photos of the actual meter readings going back two years. The meter itself was reading correctly - it was purely a billing system error. Westar corrected the multiplier immediately but they're being difficult about the refund timeline.
Duke Energy here in Raleigh has a pretty standard procedure for multiplier errors - they're supposed to issue refund within 60 days of confirmation. What's Westar's timeline looking like Rachel? Are they at least paying interest on the overpayment?
Steve, they're claiming 90-120 days for 'complex billing adjustments' and being vague about interest. I'm preparing to file a complaint with the Kansas Corporation Commission if they don't move faster. This is straightforward math - $162K times 15 months.
Rachel, I'm also here in Kansas and have dealt with KCC complaints before. They're pretty responsive to billing error cases, especially ones this large. Definitely file if Westar doesn't produce a timeline within 30 days. The KCC staff attorney handling utility billing is very competent.