Business ProfileforPortobello Management

In November 2019, our leasing agency added additional utilities under our leasing agreement. The utilities will be calculated by a third party agency and then paid directly to the leasing agency with monthly rent. The utilities are charged for the entire building and then divided by how many occupants in each unit. In my unit there are just two occupants. Other units in our building have up to 4+ occupants. I had been paying every single rent and utility bill received from the agency and then noticed it started to increase every month. I was receiving a $200+ utility bill for just two occupants, which did not seem right. I contacted the leasing agency directly and spoke with ******* ******** in the leasing department and she agreed the charges were too high for just two occupants. She advised she would research and get back to me. She never did, so I followed up with her a couple weeks later and I was advised that the bill was incorrect. ******* told me the bill was calculating for more than two occupants and she would have the accounting department look into it. Well, I have called every month for the past YEAR and nothing has been updated. I continued to pay my rent but did not submit payments for my utilities due to the inaccurate tracking. ******* always told me the same thing when I called, I will send a message and call you back. She finally told me that I was not priority because of the pandemic and someone would eventually get to my account. Well I am still being overcharged for utilities and they have completely disabled my webportal to pay rent. I am owed a review/adjustment of charges for all 2020 and 2021. I refuse to pay a bill that is higher than what it should be based on occupancy. I would just like to get the account reconciled and caught up, I do not like to have debt hanging over my head. I have attached all my emails showing I have reached out multiple times attempting to correct and pay the bill with no response from the leasing agency.