Call Rafael: Unknown pipe burst leads to $9,622 bill

INDIANAPOLIS — Ramona Forthenberry has a special attachment to the 3000 block of Whittier Place.

For her many years, the home on this block was also known as “Salon Ramona” where she loved the art of helping women have the best hairstyles in town.

“It’s real artistic and I loved it. I would dream about hairstyles and what I would want to do. My customers are like family,” Forthenberry said.

Ramona hasn’t been a beautician for years.

The past several months have been tough for her personal health. She’s spent most of her time healing in bed from a knee replacement surgery, taking medications and going to her physical therapist’s appointments.

A recent visit from her grandmother made her aware of a big leak in her former salon.

“She couldn’t get it open. ‘Nanny, is this the right key?’ We couldn’t get the door open. How about you pushing it? After pushing, all this water came out of the door,” Forthenberry said.

The leak would skyrocket her water bill to $9,622.64.  

She and her family attempted to figure out a solution, especially with her limited income.

FOX59/CBS4 connected with Citizens Energy Group, which double-checked their records and this situation.

Her bill then went from $9,622.64 down to $197.13.

“I can breathe again and smell the coffee. I can smell the coffee and breathe again,” Forthenberry said.

Citizens Energy Group does have a process for people to dispute their water bill if a leak is the source for a higher-than-usual demand for payment. The request does not guarantee a drop in the bill, but it does trigger a thorough look at the concern.

This led to the customer being put on a payment plan. Requests for a leak adjustment can be submitted online here.

A spokesperson for Citizen Energy Group sent me an email that says:

“ After additional review, please note that Citizens has adjusted Ms. Forthenberry’s bill. Our team has also called her to communicate the adjustment and apologize for the concern and anxiety this high bill understandably caused her. Ms. Forthenberry’s situation was unusual because a large leak may have begun in a billing period when Citizens was estimating her water usage. We use a meter estimate (based on historic usage) when an actual meter read is unattainable. While the leak in this situation is considered visible, we understand that the full extent of the issue did not become apparent to Ms. Forthenberry until this month’s actual meter read and billing cycle. Our customer service team members began the correct procedures for a larger-than-normal bill resulting from a visible water leak, including starting to set up a payment plan. However, further review revealed the unusual nature of this circumstance.”

Thank you for reaching out,”  said Citizens Energy Group spokesperson Benjamin Easley.

Forthenberry is grateful to her family, who contacted Call Rafael via email and Citizens Energy for taking the time to listen to the situation and consider the facts.

You will forever be in my heart. Forever,” said Forthenberry.