‘They’re going to put me in the grave with this’: Chicago senior was billed a shocking $233K for water she never used — from a vacant home with no plumbing. Here’s why

“There’s nothing in there,” she told CBS News Chicago.

Still, in late 2024, the city reached out and said a new water meter had to be installed. Despite her protests, since she didn’t need water service, she allowed the installation. Within six months, a staggering bill arrived: over 500,000 gallons of supposed water usage, totaling more than $233,000. “This is totally wrong,” Carli said. “They’re going to put me in the grave with this.” The Water Department has since sent the account to collections and threatened to take money directly from her pension. Even with help from her daughter and Alderman Raymond Lopez, the city has only offered to remove $25,000 in late fees, leaving the core bill untouched.

She’s not alone, homeowners get “hosed” nationwide

While Diane’s case is extreme, erroneous utility bills can happen to anyone.

Chicago has faced a wave of complaints about sky-high water bills in recent years. Local investigations, including CBS Chicago’s “Getting Hosed” series, have found multiple residents charged thousands for water they didn’t use.

Utility billing errors aren’t unique to Chicago. Across the U.S., homeowners have reported phantom charges for electricity, water, or gas due to:

• Faulty meters or incorrect installations
• Clerical errors in billing systems
• Previous owners’ unpaid balances rolling onto new accounts
• Leaks or burst pipes that go unnoticed

What to do if you get an outrageous utility bill

Carli’s ordeal highlights an important lesson for any homeowner: Don’t ignore a surprise bill, even if it seems like an obvious mistake.

Here are steps to take if you ever receive a shockingly high utility charge:

1. Document everything: Take photos of the property, meters, and usage history. In Carli’s case, photos showing a gutted home help prove there’s no water consumption.
2. Request an immediate meter inspection: Utilities can test meters for accuracy or replace faulty ones. Carli’s new meter now shows zero usage, which could help her case.
3. Dispute in writing: Submit a formal dispute to the utility company and keep copies of all correspondence.
4. Involve local representatives or consumer protection offices: As Carli did with Alderman Lopez, reaching out to local officials can sometimes push your case forward.
5. Consider legal or financial counseling: If a utility threatens garnishment or collections, a lawyer or nonprofit credit counselor can advise on your rights.
6. Monitor your credit report: Utilities can report delinquent accounts to credit bureaus, which may affect your score if the dispute drags on.

Relief programs and resources for seniors

In 2024, the Chicago City Council approved a water bill relief program to help low-income homeowners and seniors, following years of complaints. If Carli’s bill isn’t wiped out, she could qualify for hardship assistance or legal aid to prevent pension garnishment.

Homeowners elsewhere can check for similar local or state utility relief programs, which often offer:

• Payment plans
• Bill forgiveness for errors
• Dispute resolution support

For Diane Carli, the fight continues, and she’s far from alone. Billing errors can happen to anyone, and they can be financially devastating if not addressed immediately. Whether your water bill is $233 or $233,000, staying proactive, documenting your case, and knowing your rights are key to protecting your finances, and your peace of mind.