We apologize to residents for the lack of communication regarding the utility billing e-payment address change and the resulting payment confusion. Because the ball was dropped in communicating this address change, it created a secondary payment processing problem for approximately 200 customers who use a specific bank. These customers’ bank did not forward their utility payments made within a certain date range.
Not knowing this had occurred, customers received termination notices asking for payment by a certain date. Once the issue was discovered, staff worked with the bank to locate the payments and did not assess any penalty fees for those affected. No one’s water service was cut off during this process.
A letter will be sent to the customers who use the online bill pay method of paying their water bill to help call their attention to the address change and to help ensure they are using their current account number, which changed in 2016. An additional letter detailing the changes will be sent to all 15,000+ water utility customers in the September 1 or 15 bills (depending upon your billing date) and a flyer will also be added to the October bills.
Again, we apologize for not effectively communicating this address change and the issues it subsequently caused. We will make sure our water utility customers are not penalized for our error.