Frequently Asked Questions
General Questions
Q: What services are featured in the Customer Care Center?
A: The Customer Care Center lets you receive and pay your water and sewer service invoices on-line. You can make payments anytime, anywhere, from almost any computer with Internet access. You can also set up recurring payments review your meter reading and consumption history.
Q: Do I need any special hardware or software to use the Customer Care Center payment service?
A: To use the Customer Care Center, you will need a current Internet browser. We recommend Microsoft Internet Explorer from version 5.0 or Netscape navigator from version 6.1 (or successor products). The Internet browser should meet the following prerequisites:
- 128 Bit SSL is supported
- JavaScript is enabled
- Cookies are activated
Q: How secure is my bill payment and personal information?
A: We use the encryption method SSL (Secure Sockets Layer). This protects all data, such as bank number, bank account number, name and address so that these cannot be decoded by unauthorized person when being transferred via the Internet.
Q: After enrolling in the Customer Care Center, when can I start paying my invoices on-line?
A: If you have an open bill, you can pay it as soon as you log in and enroll in the Customer Care Center.
Q: Will I still receive a paper copy of the invoice through the U.S. mail?
A: When you enroll in the Customer Care Center your account will automatically default to paperless invoicing. You can change this setting on the my personal Data tab.
Q: How do I cancel my Customer Care Center service?
A: You will need to call Customer Service at 619-515-3500.
Q: What are Converted Balances?
A: When the Public Utilities Department transitioned to a new billing system, any open unpaid amounts due on your water/sewer account were converted to the new system. The converted amounts are labeled as "Converted Balance".
Q: What is a Contract number?
A: A contract is a term we use for each meter billed on your account, each contract has a number so they can be identified if you have multiple meters.
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: Is there a charge to sign up for the Customer Care Center?
A: There are no charges for enrolling or using in the Customer Care Center. See the Terms and Conditions for complete details.
Account Information
Q: How do I receive invoices using the Customer Care Center?
A: You have three options to receive invoices. You can receive notification via email and access your invoice on-line, have your invoice sent my US Postal Service mail or both.
Q: Where can I find my account number?
A: When you log in your account number will be on the My Account page.
Q: If a bill is in a name other than my own, can I still sign up for the Customer Care payment service?
A: Yes, but please remember to enroll using the information on the bill. When you set up the banking information, use the information on the bank account.
Q: How long does it take to receive a Customer Care bill?
A: Your invoices will continue to be generated based on your normal billing cycles. You will receive an email notifying you when a new invoice is available.
Q: Can I store or view paid iPay bills?
A: The Customer Care Center will keep approximately two years of billing history for you on the Transaction screen. To access your billing history from the former IPay system, log onto the old iPay system at https://secure3.i-doxs.net/cityofsandiego/default.asp.
Q: The amount of my invoice seems incorrect. What should I do?
A: You can call Customer Service at 619-515-3500 for assistance or send an inquiry to customercare@sandiego.gov.
Q: How can I send an Inquiry about my account?
A: You can send your inquiry via email to customercare@sandiego.gov. Be sure to incolude a phone number where you can be reached during normal business hours.
Q: Is there an option to download bill and payment history data?
A: All information listed on the Transaction screen can be copied into a spreadsheet. Your consumptions history has an option to download in comma-separated values (CSV) format.
Q: If my bill is late how will I be notified?
A: You will continue to receive paper notices in the mail through the U.S. Postal Service.
Making Payments
Q: Will I receive a reminder that I have a Customer Care Center invoice ready to view or pay?
A: If you have selected not to receive your invoice through email you will receive an email that a invoice is ready for review.
Q: What are Automatic Recurring Payments?
A: Automatic Recurring payments are when you set up your account so that your water/sewer invoice is paid automatically on the due date.
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: When you submit payment, it is sent to the bank for processing that evening. It may take up to two business days for the payment amount to be drawn from your account.
Q: My bill is late. What should I do?
A: If you are enrolled in the Customer Care Center, you can log in and make a payment. Record of the payment submitted will be recorded on your account. If you are not enrolled you will need to complete the short enrollment process. If your account has already 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 payment?
A: On the transaction tab:
- In the space provided enter the amount you would like to pay.
- From the drop down menu below select the bank account you would like to use to make the payment.
- Click continue.
- At the Authorize Payment screen click Pay. You will receive a confirmation.
Q: How can I confirm that a payment has been made?
A: When you submit your payment you will receive a confirmation number. Once the payment is processed and posts to your account, your balance will change accordingly.
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, if you enroll in the Customer Care Center your existing Direct Debit will appear as an Automatic Recurring Payment in the Customer Care Center.
Q: How do I change my banking information?
A: When you are logged in to the Customer Care Center, select the "My Bank Details" tab. Click edit then enter new bank information. You can delete the old bank details. If the old bank details are used in an existing Automatic Recurring Payment, the recurring payment needs to be removed first.
Q: Why doesn't my balance change after making a payment?
A: Your balance will change after the payment is processed and has posted to your Water/Sewer account.