TWU still behind on billing but catching up

TEXARKANA - Texarkana Water Utilities customers who, because of a December 2020 cyberattack, have not recently been billed are expected to receive statements within the next two or three weeks, and they should be prepared to see balances owed for multiple months.

Coming bills could reflect up to 120 days' water use as TWU staff works to repair damage to its computer systems caused by the attack, Customer Service Manager Tricia Briggs said. Customers who pay through automatic bank drafts can expect those full balances to be withdrawn from their accounts.

A ransomware attack on TWU, which handles information technology services for both the cities of Texarkana, Texas, and Texarkana, Arkansas, as well as Bowie County, Texas, was discovered Dec. 6. Multiple governmental bodies, courts and law enforcement agencies were affected, with large amounts of data destroyed or rendered inaccessible.

Ransomware is generally defined as hostile software used to attack, damage and disable computers and computer systems. It can lock users out of their devices or block access to files until a ransom is paid.

The attack destroyed TWU payment and other account data dating back to Oct. 20, Briggs said.

Customers can make payments through the TWU website, twu.txkusa.org, though there have been some problems with the site displaying inaccurate account balances.

TWU is not charging any late-payment penalties or disconnecting service as the problems are resolved, and customers who will have trouble paying their balances can make special arrangements.

Heavy volume to TWU's customer service phone lines has resulted in wait times of up to an hour. Another option is to email [email protected] and wait for a reply or include a phone number for a return call.

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