Puget Sound Energy has a similar problem. They switched to a new (outsourced) billing system recently that was supposed to "dramatically improve" billing state

Puget Sound Energy has a similar problem. They switched to a new (outsourced) billing system recently that was supposed to "dramatically improve" billing statements. At our house, we had two accounts for PSE - one for the house power and a separate account number for a streetlight-like fixture on our property. The reason for the two account numbers was that they were billed differently: house power as normal, streetlight at a fixed rate paid once every other month. To add to the complexity, we were enrolled in an estimated payments plan. Our costs stayed they same, month to month, with adjustments twice a year to update our average payment amount up/down. Before the new billing system, we received bills once a month - with the amount fluctuating every other month by the cost of the outdoor light. Under the new system, we had the "estimated payments" check marked, the reps could see it in the system, they claimed we were enrolled - but our bills that arrived acted as though we weren't in that payment plan. They couldn't explain it. We were told "Oh, well, it's probably due to the cutover to the new system. Next month's bill should be normal." But it wasn't. "Oh, it's probably just hiccups - I just changed something here so next month will work for you." Nope. "It shows you're enrolled. Maybe it's in your spam email?" We get the emails fine. It's the wrong damned payment plan. Our friends and family didn't have these problems. I figured it was because their idiotic new system couldn't handle monthly estimates plus a bimonthly secondary meter. So we said "to heck with this" and dropped the outdoor light (installed our own floodlights instead). MAGICALLY estimated payment bills started working for our account. Funny that. Kudos on going farther the Hard Way.