‘Ridiculous’ Water Bills. ‘Inordinate’ Hold Times. After Years of Customer Complaints, San Diego is Making Sweeping Changes.

Years of complaints about billing mistakes and hours-long customer-service hold times have prompted San Diego officials to make sweeping changes to the city’s Water Department.

The changes include a new billing system, switching customer service software, new call routing, more payment options and a new policy alerting customers when their bill is being withheld for a leak investigation.

The city is also hiring more customer service workers, paying them more, expanding their training and putting new leaders in charge of their efforts.