Water Customers Demand Answers as Minor Hill Utility Board Cites Software Issue

MINOR HILL, Tenn. - Frustration and worry filled the Minor Hill Utility District meeting Tuesday afternoon as customers claim their monthly bills have suddenly doubled or even tripled. Many residents claim there have been no changes to their household water use.

Some said the high charges hit bank drafts and caused overdraft fees for people on fixed incomes. “We’ve always paid about $40. All of a sudden my bill was $120 and I’m a one-bathroom house, we’re not using that much water,” one resident told the board. Another speaker said she compiled roughly 200 complaints from community members who posted about the problem on social media and asked the district to treat the matter as systemic rather than individual plumbing failures.

The board acknowledged customers’ frustration and attributed much of the trouble to billing software and meter-reading problems. During the meeting, staff explained that a billing software failure in September resulted in some charges not being processed, creating lumped or duplicate charges when the system later corrected itself. They are also encouraging customers to receive their bills by email as there have also been issues with customers receiving their bills through the postal service. Board and staff members say the software problem is an issue they are working to fix. 

The board later voted in favor of a proposal for a different billing software, Local Government Corporation. The Minor Hill Utility District says this software is used by the City of Pulaski and other local departments. Steps to implement this new program would not begin until January of 2026.

The meeting also revealed rising tensions on social media. Several residents said online posts about the bills grew heated. One speaker urged the board to consider new safety measures for office staff.

While the board acknowledged the district has been overwhelmed with a heavy volume of calls and visits, board members emphasized they are working to resolve the problem. 

If you have been impacted, you are encouraged to save consecutive bills, photograph meters regularly and request an account review with an hourly log pull.