Clerk Treasurer says billing system change caused autopay confusion; liens deferred to allow arrangements

Clerk Treasurer Liz reported that a change to the city’s billing system, implemented in October 2024, caused confusion for some customers and interrupted previously set up autopay arrangements. The office said it had posted notifications on bills starting in August and on the city website and Facebook, and that staff would hold off on sending liens to residents with past-due balances to allow time for payment arrangements.

Clerk Treasurer Liz said the city was unable to transfer autopay authorizations to the new payment processor because the prior authorizations were granted only to the former processor; transferring them without explicit reauthorization could expose the city to liability for improperly debiting accounts. She told council members the previous system absorbed ACH convenience fees for a time, but the city no longer absorbs those fees; credit-card convenience fees are paid to a third-party processor and not retained by the city.

To reduce immediate hardship, staff said the city would not proceed with liens at this time for accounts with past-due balances over $150 and would offer a payment arrangement requiring customers to sign an agreement and make double payments until their balance is current. The clerk’s office also described new internal controls and a requirement that all department grant awards be recorded in the Clerk Treasurer’s Office and, for federal funds, reported on the city’s SEFA schedule.

Mayor Austin Banta thanked Clerk Treasurer Liz for the work and noted another blood drive and staff changes; councilmembers asked that the clerk’s office make outreach available for residents uncertain about the change. Clerk Treasurer Liz invited residents to contact the office for help arranging payment plans.