STALLINGS, NC - The NC Utilities Commission plans to launch an investigation into how a Stallings family had their sewage service cut.

Despite paying an overdue bill, Aqua North Carolina still cut the sewer line to the home. Regulators wants to know why it happened and how the company justifies its cost of $1000 or more to restore service.

"There's clothes everywhere, yeah," said Patricia Price, "and the sink is empty." 

With such excitement of having sewage service restored, Patricia hugged her husband Dale and said "thank you, thank you, I love you!"

Despite battling muscle cancer, Dale did a ton of  cleaning today. Since Monday, the family has been unable to use the bathroom or wash clothes and dishes.

The state utilities commission called the family to informed them that Aqua North Carolina was forced to reconnect their service at no charge to them.

"From the time they got out of the truck 'till the time they were done," said Dale referring to how long it took contractors to restore service, "ten minutes tops."

Usually, families are charged a $1000 penalty fee to disconnect and restore service.

"My neighbor across the street did (pay) a year and a half ago, because they were behind on their bill," said Patricia.

Under commission regulations, a company can only charge reasonable and proven costs. Regulators told FOX Charlotte the actual cost should be $645.

Even with a confirmation number in hand, the contractors who came out on Monday to disconnect sewage service ignored the Price's proof. By law, service can't be discontinued, if there's a dispute between the customer and utility.

"I've always wondered, don't they do periodic audits on things like this," asked Patricia. "That's what the commission is suppose to do."

The Prices are glad to hear the commission plans to launch two investigations based on what happened to them: why was their service cut even though they paid; and how can Aqua charge anywhere from $1000 to sometimes as high as $2,2000 based on an invoice given by contractors who's work takes a few minutes.

While those questions will be answered another day - today, the Prices have one less worry.
"Guess what," Patricia turns to her daughter, "we have clean clothes to wear tomorrow, I was wondering how I was going to go to work."