People who pay their Atmos Energy bill on an online auto pay when their bank accounts were overcharged – some as much as ten times the correct amount.
It's estimated around 39,000 people across eight states were affected by the billing error, which was because of a decimal placement mistake according to the company.
Atmos said a mistake by one of their credit card processing vendors triggered the problem.
Atmos used social media to reach out to customers and apologize for the error.
"What we can do is reimburse those customers and reimburse them for the overcharges, reimburse them for any fees that they might incur from this," said Atmos Energy spokeswoman Jennifer Ryan.
The company says email is the fastest way to contact them: firstname.lastname@example.org.
Some customers said they had been on hold for multiple hours on Monday, trying to fix the problem.
To complicate matters, Atmos is in the process of upgrading it's customer service system. This means a slower than expected response to the flood of inquiries from angry customers.
Atmos said it has processed repayments for all credit and debit card customers affected by the problem, but it could take up to 72 hours to see the update on a bank account.
Atmos said there has been no security breach with customer information.
KDFW FOX 4
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