my sims can’t pay the bills!

so my sim family just moved households and now all of a sudden they can’t pay the bills. I’ve used the phone, the computer, and the mailbox, but everytime I click on the “Pay Bills” interaction, my sim will do the action but the money doesn’t get deducted from the household funds. my power and water supply has been cut off and I still have not found a solution for this. this is really ruining my gameplay, please help me!