Banning residents fall several months behind on utility payments after new billing software fails

BANNING, Calif. () — The failed implementation of new utility billing software in the city of Banning is causing frustration for thousands of residents, as well as for employees inside city hall.

Not only are employees in the billing department having to play catch up after falling more than six months behind, but residents now getting two to three utility bills a month.

“They need to get it together,” said resident Cheryce Cobbs. “Because some of us can’t afford to pay for their mistakes.”

Cobbs is one of more than 11,000 ratepayers in the city of Banning who were affected by the unsuccessful implementation of the billing software in November 2024.

“Somebody needs to take accountability for what’s going on you know,” said Cobbs. “We’re all sitting here paying double a month, because they’re not caught up. That’s not our fault you know.”

Eyewitness News spoke with several Banning residents experiencing frustration with utility billing.

“It went about second or eight months without a bill,” said Bonnie Gonzalez. “And then in late October we finally started seeing a bill.

“Then we got another bill, and then we started getting bills every two weeks.”

“The City of Banning acknowledges the frustration and inconvenience that recent utility billing system issues have caused for our customers,” read a statement posted on the city’s website.

“We understand the impact this has had on residents and want to assure you that resolving these challenges is our highest priority.

“Catching up to the current billing cycle has been challenging due to limitations with the City’s legacy system. These challenges were compounded by turnover in several key positions within the Finance Department, which oversees Utility Billing operations.”

Adding to the confusion, the city of Banning has implemented two rate increases for utilities for the first time since 2013.

“I just want to know am I overpaying, or am I not overpaying,” said Gonzalez.

Banning Mayor Richard Royce said the city hopes to be all caught up by the end of March. Residents will have another three months to decide whether to apply for a 12-month repayment plan.