It was hailed as a modern makeover of an aging, inefficient way to bill customers. Instead, the new system at the Los Angeles Department of Water and Power became a nightmare, spewing out thousands of faulty bills, some wildly inflated.
When upset customers called the utility for help, many languished on hold for a half-hour or more.
Nearly two years later, the utility announced Monday that it would credit or refund tens of millions of dollars to customers who were overbilled during the botched rollout, under a proposed class-action lawsuit settlement between the utility and aggrieved customers.
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