WRAL is working to get answers for the hundreds of Rocky Mount customers who had their power abruptly turned off. Many have claim they had staggering bills four to five times higher than what they had paid for years. 

It comes after a July audit found problems with how meters were read and how customers were billed.

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WRAL spoke to multiple utility customers Friday, many saying they experienced long wait times both on the phone with customer service or in person at the Business Development Office. 

Marion Harrison said she's facing a $1,500 utility bill and was told she could pay 60% of the bill within a 30-day span. She told WRAL she was surprised when she got a voicemail saying she had less than 24 hours to pay an outstanding amount. 

"No way. They want $600 before 5 o'clock. No way," Harrison said. "My lights are just going to be disconnected." 

Harrison told us she's asthmatic and had to buy a portable breathing machine, preparing to have her power turned off. 

Harrison wasn't the only one trying to avoid having their lights turned off on Friday. 

"People think that people are unemployed or just not paying their bills," said Jovaniche Brinkley, a city employee who said she had to get assistance from Social Services to pay for her utility bills. "People are paying their bills constantly, and when you're getting double bills, in one month, two months, three months, prepaid lights that they haven't even used, that's ridiculous." 

Earlier this week, three people were found dead in a Rocky Mount home days after their electricity had been disconnected, possibly caused by dangerous carbon monoxide fumes from a generator running inside the home. 

Tryone Whitley said he's lived in Rocky Mount for years, and for the first time, his power bill is roughly four times higher than it's ever been. 

"How does a bill jump from $180 to $450 in a single month? And nothing's changed?" Whitley asked. "Didn't Rocky Mount just have an audit, and there was a whole bunch of money that was missing? Are we paying the missing money? Is that the case?" 

A March audit did say the city lost money, saying the city's cash and investment balances fell from $100 million to $21.8 million. Just last month, an audit found a significant gap in meter reading dates and billing dates. 

WRAL asked Assistant City Manager C.J. Jordan specifically why people's bills were sometimes four or five times higher than normal. Jordan said every customer's billing situation is different and could not comment on individual accounts. However, he did say that customers can request to pay in installments for up to three months. 

As of Aug. 7, the city said the total delinquent balance for active residential utility accounts is approximately $8.7 million. Since July 20, Rocky Mount officials told WRAL that the city has established over 1,580 payment arrangements with customers. More than 230 customers have had their service restored.

WRAL was told Representative Allen Chesser was working with city leaders to find alternatives so customers wouldn't lose power, especially during extremely hot summer days. A spokesperson for Chesser said he was unavailable to comment on the matter on Friday. 

Jordan did not share any updates on the city's possible partnership with state leaders. 

The City of Rocky Mount does have two meetings scheduled for Monday. It's unclear if the utility issues residents reported to WRAL will be discussed in any of the meetings.