Both Cole Hefner and Bryan Hughes said in a letter to the PUC that their constituents, specifically in Hideaway and Lindale, have made numerous complaints.
AUSTIN, Texas — State Rep. Cole Hefner and state Sen. Bryan Hughes have requested that the Public Utility Commission of Texas start an investigation into Undine Water after reports of high bills in East Texas.
Both Hefner and Hughes said in a letter sent Monday to the PUC that their constituents, specifically in Hideaway and Lindale, have made numerous complaints related to irregular water billing. They wrote that the lack of timely and reasonable explanations from the company has raised significant concerns.
“For example, Undine customers have shared troubling accounts of unexplained usage increases reflected on their monthly bill, with some being charged for 300 percent increases. These usage charges are resulting in monthly bills that in some cases approach or exceed $1,000,” Hefner and Hughes wrote in their request.
According to the letter, customers have reported getting threats from the company of water service disconnection if these expensive bills are not paid. This can create a possibly dangerous situation for area residents.
The lawmakers called Undine’s explanations of the rate changes “unsatisfactory.” They said the base rate adjustment from $20 to $50.93 cannot account for the “dramatic increase” in water bills. The company also claimed the higher bills could be because of “leaks” at customer residences.
“Leaks do not develop simultaneously in numerous areas to the tune of a three-fold increase in water bills. Moreover, certain customers have had their systems inspected to confirm that there are no leaks,” the letter read. “These constituents have reported the results to Undine, but the company does not appear to have adjusted bills as a result.”
The letter concluded by urging the commission to promptly investigate these issues.
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