The Brief
- Dallas’s new water billing system, Dallas Go, has caused an influx of over 2,500 daily calls, causing city 311 wait times to skyrocket from 90 seconds to 35 minutes.
- Frustrated customers face confusing design quirks, an unwanted 3% convenience fee for non-autopay options, and billing errors showing incorrect charges as high as $10,000.
- While the city is temporarily waiving late fees and suspending water shutoffs during this rollout, officials have not disclosed exactly how long this transition grace period will last.
DALLAS – Dallas residents are finding the city’s new water billing system exasperating to navigate, and council members have been getting an earful.
Dallas Go Launch sparks long wait times
What we know:
The city’s new water billing system went into place a month ago. Now thousands of Dallas residents are trying to get help navigating the site. The wait time to get through to the city’s 311 system has gone from 90 seconds to 35 minutes.
The city’s new water billing system, called Dallas Go, is bringing everything to a screeching halt as the city said it’s getting more than 2,500 calls a day from customers trying to navigate the new system.
Council members call the new water billing system a disaster
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