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Frequently Asked Questions

General Questions

Q: What services are featured in the Customer Care Center?

A: You can pay your water/sewer invoice at any time of the day via bank account, from anywhere, as long as you have Internet access. Credit/debit cards are not available for use at this time. You can also set up recurring payments, review your bills, meter readings, and consumption history.

Q: Is there a charge to sign up for a Customer Care Center account?

A: There is no charge for enrolling in or utilizing the Customer Care Center. Please click on the Terms and Conditions link for complete details.

Q: Do I need any special hardware or software to utilize the Customer Care Center payment service?

A: We recommend that you use Internet Explorer, which works best with the Customer Care Center website.

Q: How secure is my bill payment and personal information?

A: The encryption method SSL (Secure Sockets Layer) is utilized on the Customer Care Center website. This protects all data, such as bank account numbers, names, and addresses from being decoded by unauthorized persons when being transferred via the Internet.

Q: After enrolling in the Customer Care Center, when can I start paying my bills online?

A: Once you have input and saved your banking information in the My Bank Details section of your account, you can start paying bills online.

Q: Will I still receive a paper copy of the water/sewer bill through the U.S. mail?

A: When you enroll in the Customer Care Center, your account automatically defaults to an email notification that your bill is ready to view online. You can choose to receive a paper bill by editing your preference in the Notification Data section in the My Personal Data tab of your account.

Q: When I enrolled there was an account listed under my name that should not be. What should I do?

A: Contact Customer Service for assistance at 619-515-3500.

Q: What is a Contract number?

A: A contract is a term that is used for each meter billed in your account. Each contract has a number so they can be identified if you have multiple meters.

Q: What are Converted Balances?

A: When the Public Utilities Department transitioned to the new billing system, any open/unpaid amounts on your water/sewer account were converted to the new system. These are labeled "Converted Balance".

Q: How do I deactivate my Customer Care Center account?

A: You can email your request to us at customercare@sandiego.gov or call Customer Service at 619-515-3500.

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Account Information

Q: How do I receive invoices using the Customer Care Center?

A: You have three options on receiving invoices:

  1. You can receive an email notification that your invoice is ready to view online (this is the default option when you enrolled).
  2. You can receive paper bills by editing your preference in the Notification Data section in the My Personal Data tab of your account.
  3. You can receive both by editing both preferences.
Q: Where can I find my account number online?

A: Your water/sewer account number appears as a link (in blue) on the left side of the opening page of your Customer Care Center account.

Q: If a bill is in a name other than my own, can I still sign up for the Customer Care Center payment service?

A: Yes, but please remember to enroll using the information on the bill. When you input the banking information, use the correct information requested about the bank account.

Q: How long does it take to receive a notice about my bill being available to view online?

A: Invoices will continue to be generated based on your normal billing cycle. Most accounts are on a bi-monthly billing cycle. You will receive an email notifying you when a new invoice is available to view.

Q: The amount of my invoice seems incorrect. What should I do?

A: You can send an inquiry to customercare@sandiego.gov or call Customer Service at (619)515-3500.

Q: How can I send an inquiry about my account?

A: You can send an inquiry via email to customercare@sandiego.gov. Please be sure to include your account number and a phone number where you can be reached during normal business hours.

Q: Can I download and/or print my bill and payment history data?

A: All information listed on the Transaction screen in your account can be displayed in PDF format, which then can be downloaded and/or printed. The information can also be copied into a spreadsheet.

Q: If I am late paying my bill, how will I be notified?

A: You will receive a yellow paper Reminder notice through the U.S. mail.

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Making Payments

Q: Will I receive a reminder that I have an invoice ready to view or pay?

A: When a new invoice is generated, you will receive an email notification that it is ready to view.

Q: What are Automatic Recurring Payments?

A: Automatic Recurring payments are when a customer authorizes the Public Utilities Department to auto-debit the designated bank account for the amount of the generated invoice. This process is initiated two days before the Due Date on the invoice.

Q: Can I make a payment greater than the amount due on my account?

A: Yes, if you pay more than the balance due, the overpayment will post to your account as a credit and will be applied to your next invoice.

Q: When is the amount of the payment drawn from my bank account?

A: Once submitted, it can take up to two business days to be drawn from the designated bank account.

Q: If I am late paying my bill, what should I do?

A: If you are enrolled in the Customer Care Center, you can log on and make a one-time payment. Record of the submitted payment will be recorded on your account that evening. If you are not enrolled, you can complete the short enrollment process, input bank account information, and make a one-time payment. If your account has been sent out for shut-off and your water has been disconnected, you will need to contact Customer Service at 619-515-3500.

Q: How do I make a one-time payment online?

A: Once you've logged on to your Customer Care Center account, go to the Transaction tab in the account:

  1. Scroll to the bottom of the page.
  2. In the space provided enter the amount you would like to pay.
  3. From the drop down menu below select the bank account you would like to use to make the payment.
  4. Click Continue.
  5. At the Authorize Payment screen, click Pay. You will receive a confirmation of the transaction.
Q: How can I confirm that a payment has been made?

A: When you submit your payment a confirmation number is generated.

Q: Why doesn't my water/sewer balance change after making a payment?

A: The balance changes after the payment is processed and has posted to your water/sewer account.

Q: What do I do if the payment amount is incorrect?

A: Once a payment has been submitted you can cancel it as long as the "Cancel Payment" link is available next to the the amount you paid. Once the payment is processed, the link will no longer appear and you can no longer cancel the payment.

Q: I am already set up for Direct Debit. Can I set up and manage my Automatic Payment using the Customer Care Center?

A: Yes, when you enroll in the Customer Care Center, your existing Direct Debit will appear as an Automatic Recurring Payment in your Customer Care Center account.

Q: How do I change my banking information?

A: This is done in the My Bank Details section of your Customer Care Center account. To update the banking information, if Recurring Payments are established, first delete the information in the Recurring Payment Authorization section, then edit or delete the old bank account information. If updating to a new bank account, delete the old account first, enter the new banking information and select Save. After saving the new information, if you had authorized Recurring Payments, go to the Recurring Payments Authorization section to designate the correct banking account.

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