{"id":1624,"date":"2026-06-06T12:33:26","date_gmt":"2026-06-06T12:33:26","guid":{"rendered":"https:\/\/tucsonmovingreport.com\/?p=1624"},"modified":"2026-06-06T12:33:26","modified_gmt":"2026-06-06T12:33:26","slug":"arizona-corporation-commission-responds-to-aps-billing-error-affecting-numerous-customers","status":"publish","type":"post","link":"https:\/\/tucsonmovingreport.com\/?p=1624","title":{"rendered":"Arizona Corporation Commission responds to APS billing error affecting numerous customers"},"content":{"rendered":"
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PHOENIX (AZFamily)<\/b> \u2014 The Arizona Corporation Commission is responding to a consumer complaint about an APS billing error that has left dozens of customers facing unexpected charges for electricity that was used years ago, despite being current with payments.<\/p>\n

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Cyndee Jago always pays her APS bills on time, but she is on the hook for an extra $500 charge.<\/p>\n

\u201cI\u2019m still beside myself that this has even happened,\u201d Jago told On Your Side. \u201cGoing back six years. It blows my mind. It\u2019s not customer service.\u201d<\/p>\n

An APS spokesperson acknowledged an error that affected a small number of customers who are on budget billing and have more than one property on their account. Budget billing spreads out the cost of energy evenly throughout the year.<\/p>\n

Certain properties, including homes with solar, are not eligible for budget billing, but some ended up in the program anyway. For those customers, the monthly budget billing amount was not adjusted, and the settle up amount kept growing.<\/p>\n

One viewer, who reached out after seeing On Your Side\u2019s report last week, said her settle-up amount spiraled to more than $3,500 over five years.<\/p>\n

As APS pointed out, the amount was listed on customers\u2019 bills, but never factored into monthly payments.<\/p>\n

\u201cTo be treated this way after three decades of on-time payments is not only deeply disappointing, it is deceptive,\u201d the customer, who asked not to share her name, told On Your Side. \u201cAPS was aware of this growing balance and made no effort to alert us.\u201d<\/p>\n

She is planning to file a complaint with the Arizona Corporation Commission. Jago already did and was disappointed by the response she got.<\/p>\n

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\u201cIt is true that APS did not adjust your monthly budget billing amount to mitigate this increase. However, this situation reflects a mutual oversight,\u201d the ACC said in a written response to Jago. \u201cThe charges in question are legitimate. APS is in compliance with regulations.\u201d<\/p>\n

Doug Clark is the executive director of the Arizona Corporation Commission. He confirmed that about 60 customers are affected by this APS error.<\/p>\n

\u201cI absolutely understand the frustration,\u201d Clark said. \u201cOur job is to make sure that whatever the utility did, it was within the bounds of the rules and regulations. It doesn\u2019t mean we can make them forgive your bill because we can\u2019t.\u201d<\/p>\n

Of the 60 affected customers, about half are getting money back because their settle-up amount was a credit balance.<\/p>\n

\u201cWhile there\u2019s 30 people who probably aren\u2019t as happy as the other 30, we do have a resolution and going forward, this is not going to happen again,\u201d Clark said. \u201cIf you find an oddity, like they found in this situation, we want to help resolve that issue.\u201d<\/p>\n

The Arizona Corporation Commission fields about 5,000 complaints every year. Once a complaint is filed, a utility has five days to respond.<\/p>\n

See a spelling or grammatical error in our story? <\/i>Please click here to report it<\/i>.<\/i><\/p>\n

Do you have a photo or video of a breaking news story? Send <\/i>it to us here<\/i> with a brief description.<\/i><\/p>\n

Read more Pima Community College celebrates 60 adult high school graduates<\/a><\/p>\n<\/section>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

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