Dallas, Texas — A month after Dallas launched its new water billing platform, residents across the city are expressing frustration over technical issues, long customer service wait times, and reports of unusually high water bills that have left many questioning the system’s reliability.
The platform, known as Dallas Go, was designed to modernize the city’s billing process and provide customers with more online self-service options. Instead, the rollout has generated thousands of calls, complaints from residents, and criticism from several city council members who say the transition has been anything but smooth.
Residents Struggle to Navigate New System
According to city officials, Dallas Go has generated a surge in customer inquiries as residents attempt to create accounts, manage payments, and access billing information.
The impact has been felt across the city’s customer service network.
Officials say the average wait time for callers seeking assistance through the city’s 311 system has increased dramatically, jumping from approximately 90 seconds to 35 minutes.
The city is reportedly receiving more than 2,500 customer calls each day related to the new platform.
While city staff continue to assist customers, many residents say getting answers has been difficult.
Council Members Voice Frustration
The concerns have become so widespread that even Dallas City Council members say they have personally struggled with the system.
Council Member Bill Roth described the rollout in blunt terms during a recent discussion.
“This has been a disaster,” he said. “We’re getting hundreds of calls to my office. They’re not going to your office because they can’t get to your office.”
One issue raised involves landlords and business owners who reportedly need separate email addresses for different accounts, creating additional complications during registration.
Council Member Lorie Blair also expressed frustration after attempting to navigate the system herself.
“I’m going to speak from personal experience. I haven’t yet to get on it. I have tried to call, and I got the run around,” Blair said.
Blair also questioned suggestions that residents travel in person for assistance, noting that many customers live far from city service centers.
Customers Report Massive Billing Errors
Beyond account setup issues, some residents are expressing concern over unusually high water bills appearing in the system.
Council Member Laura Cadena said her office has received complaints from constituents who were billed thousands of dollars.
“I’ve had several constituents that have gotten bills for $5,000 or $10,000,” Cadena said.
The reports have fueled concerns among customers enrolled in automatic payment programs.
Some residents worry that if billing errors occur, large amounts of money could be automatically withdrawn from their bank accounts before problems are identified and corrected.
Auto-Pay Fees and Customer Concerns Grow
Another issue drawing criticism involves payment processing fees.
Residents report that making payments through certain methods can result in convenience fees exceeding three percent unless they agree to automatic bank withdrawals.
Council Member Cara Mendelsohn argued that a utility billing system should be simple and intuitive for customers.
“To say to go on a website and look at a tutorial, we’re talking about a water bill here,” Mendelsohn said.
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“This should have been the easiest thing in the world.”
Her comments reflected broader concerns that a system intended to improve customer service has instead created new obstacles for many users.
City Promises Flexibility During Transition
Despite the problems, city officials are encouraging residents to continue using available online tools and support resources.
Dallas Director of Communications and Customer Service Daisy Fast acknowledged the lengthy wait times and urged customers to explore self-service options when possible.
To help ease concerns during the transition, the city says it is not currently charging late fees or disconnecting water service for unpaid bills.
However, officials have not announced how long the transition period will remain in effect.
As Dallas continues working through the rollout challenges, many residents and elected leaders are calling for quicker fixes and greater transparency to restore confidence in the city’s new billing system.
Have you experienced billing issues or long wait times with a utility provider? What do you think cities should do to make major technology transitions easier for residents? Share your thoughts respectfully in the comments below.
