Thousands of Escondido utility customers are opening their mail to find something they were not exactly budgeting for: reminder notices about back fees tied to a months-long wastewater billing error. The surprise balances have some residents scrambling and venting online, while city staff field a spike in phone calls from confused and frustrated ratepayers. City officials say they are prepared to work with customers who say they cannot afford the extra charges.
How the Error Happened
According to city staff, the problem traces back to a programming mistake in the billing system that pulled the wrong winter water-use baseline when estimating wastewater charges. Instead of using the City Council-approved Winter 2022–23 period, the system calculated bills off Winter 2023–24 water use, a mismatch that threw off wastewater charges, per the City of Escondido.
Who’s Affected and How Much
City accounting, as reported by FOX5 San Diego, shows roughly 13,000 customers were overbilled, while about 10,000 were underbilled. Local reporting also places the error across a 14-month stretch from July 2023 through September 2024, a window the city says it will unwind and correct over time, per the North County Daily Star.
City Response and Repayment Plan
In September, the City Council approved a fix that splits the problem into two tracks: credit the people who were overcharged and gradually collect what underbilled customers technically owe. Under that plan, the city is issuing credits and refunds for overpayments and will recover underbilled amounts with a $10 per unit surcharge added to affected bills until each account is caught up. Officials say refunds began going out earlier this fall, and the $10-per-unit surcharge will not kick in until January 1, 2026. Customers who cannot handle a lump-sum catch-up can apply for an alternative payment plan, with forms due by December 23, 2025, according to the City of Escondido.
Residents Push Back
Some residents argue the city did not do enough to warn people before repayment notices landed in mailboxes. In an interview reported by FOX5 San Diego, Escondido resident Emily Garcia said she was told she owes about $300 because an old leak inflated her winter average, which is now being used to calculate what she should have been billed. Others have taken to neighborhood groups and social platforms to complain about uneven refunds, unexpected balances, and what they see as the city’s mistake becoming their financial headache.
What To Do If You Received a Notice
If a reminder notice hit your mailbox, start by logging into your online utility account and reviewing the detailed bill. Compare the adjusted charges with your past statements so you can see how much of the total is tied to the correction period. If something looks off, call Utility Billing using the number printed on your city bill or use the city’s billing portal to ask about your options, including an alternative payment plan. If a leak or other unusual water use skewed your winter average, gather documentation such as leak repair receipts before you contact the city so you can request that your winter baseline be reassessed before repayment begins.
