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Mitchell Englander
DWP still struggling with fallout from billing fiasco
DWP still struggling with fallout from billing fiasco

Lois Gass didn't realize it at the time, but when she and thousands of other Los Angeles residents saw their utility bills suddenly rocket out of control, her anger helped set off one of the biggest scandals to befall the Department of Water and Power. One day in late 2013, Gass got a call from her bank to say that her automatic payment account was overdrawn; the DWP, it turned out, had wrongly charged her $3,900, 12 times her normal electricity bill. When she called the utility to complain, so many other customers were jamming the lines that she was put on hold for an hour — then disconnected. "The whole thing was outrageous," Gass, 70, said last week. "I...

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