Statement on June 2024 Bill Issues.

Dear Big Basin Water Customers,

We have been notified by many customers that there is a discrepancy between the most recent bills and the previous bills that were sent in April 2024. Many of the current bills show a past due balance despite the previous balance having been paid in full. We apologize for this inconsistency in the bills and ask that you read below for an explanation.

In April, we discovered that the billing software had been configured to a 2-month billing cycle, which caused an issue with bill calculations when we tried to bill off-cycle. Many customers were undercharged due to the billing software cutting off a portion of the charge for bills within certain date ranges.

We worked with technical support and have resolved the issue. The reason for the current bills now showing a past due balance is because it is making up for the previously cut off charges. Please note that no late fees or penalties have been applied to these past due balances.

The most recent bills (sent in June) should be correct. It is important for the water system that bills be paid in a timely manner, however, if you notice any excessive charges or other unexplained issues please continue to let us know.

We appreciate your support in alerting us of issues with the bills and we appreciate your patience as we work to resolve them.

Sincerely,

Cypress Water Services