Incidents like this is exactly why the little guys don't trust the big guys.
I participate in a utility sponsored budget plan for natural gas and electrical services a year at a time so that I can pay the same amount each month with the idea that we'd settle up at the end of the year. (The new budget years start in June.) In the past when we came up short I was expected to come up with the balance as part of the last payment. In fact years ago when I added air conditioning we got far enough behind budget they imposed a bigger monthly payment. This year we came out ahead $67.

But it looks like they're going to spread out the $67 they owe me across the next 12 months.
