A Decimal Point Moves Small Bill Into Big Issue

What a difference a decimal point makes. An M-U-D customer found that out after over paying on a bill. Wait until you here by how much.

The tap flows clean but Virginia Keffeler says her water bill hasn't been clear since getting an over-payment refund "Virginia says, "This sounds strange but yes I want them to stop giving me money."

Virginia's July on-line payment lacked a decimal point. She says, "I don't think if I didn't put the decimal in that gives them the right to put a few extra zeros at the end and make 72 dollars into 7-thousand dollars.”

For weeks Virginia says she's dealt with refund confusion first a check canceled and replaced with a card charge back but now a huge credit on her latest water bill .Deb Schneider M-U-D Vice President says. " We do apologize for any inconvenience.” Schneider says M-U-D has two ways for customers double check on line payments already. But after Fact Finders pointed out how a missed or misplaced decimal point might cause billing confusion, the utility has decided to consider an additional customer alert .Deb Schneider says, "What we're going to do is take a look at the entry point to see if we can't more clearly make that confirmation on your payment amount come back right on your screen"

M-U-D says any confusion on Virginia account should be cleared up.
Virginia Keffeler says, "I want to be totally honest. I want the problem fixed and I want to just pay my bill."

M-U-D processes 800,000 online payments every year.
The chief financial officer tells us billing confusion caused by a misplaced decimal point happens only once or twice a month.


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