Customer Care Frequently Asked Questions
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.
There is no charge for enrolling in or utilizing the Customer Care Center. Please click on the Terms and Conditions link for complete details.
We recommend that you use Internet Explorer, which works best with the Customer Care Center website.
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.
You can start paying bills online once you have input and saved your banking information in the My Bank Details section of your account.
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.
Contact Customer Service for assistance at 619-515-3500.
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.
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."
You can email your request to us at [email protected] or call Customer Service at 619-515-3500.
You have three options for receiving invoices:
- You can receive an email notification that your invoice is ready to view online. This is the default option when you enrolled.
- You can receive paper bills by editing your preference in the Notification Data section in the My Personal Data tab of your account.
- You can receive both by editing both preferences.
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.
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.
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.
You can send an inquiry to [email protected] or call Customer Service at 619-515-3500.
You can send an inquiry via email to [email protected]. Please be sure to include your account number and a phone number where you can be reached during normal business hours.
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.
You will receive a yellow paper Reminder notice through the U.S. mail.
When a new invoice is generated, you will receive an email notification that it is ready to view.
Automatic Recurring Payments are when a customer authorizes the Public Utilities Department to debit automatically the designated bank account for the amount of the generated invoice. This process is initiated two days before the Due Date on the invoice.
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.
Once submitted, it can take up to two business days to be drawn from the designated bank account.
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 shutoff and your water has been disconnected, you will need to contact Customer Service at 619-515-3500.
Once you've logged on to your Customer Care Center account, go to the Transaction tab in the account:
- Scroll to the bottom of the page.
- Enter the amount you would like to pay in the space provided.
- Select the bank account you would like to use to make the payment from the drop-down menu below.
- Click Continue.
- At the Authorize Payment screen, click Pay. You will receive a confirmation of the transaction.
When you submit your payment a confirmation number is generated.
The balance changes after the payment is processed and has posted to your water/sewer account.
Once a payment has been submitted, you can cancel it as long as the "Cancel Payment" link is available next to the amount you paid. Once the payment is processed, the link will no longer appear and you can no longer cancel the payment.
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.
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, and 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.