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West Haven SSD discusses returned‑EFT fees, autopay shutoffs and draft fee schedule
Summary
District staff proposed adding a returned‑EFT fee to the fee schedule, allowing staff to disable autopay for accounts with repeated declined electronic transfers and to bill customers for processing fees. Board members requested notice and asked staff to return with a formal policy for adoption.
District staff outlined proposed changes to the utility fee schedule at the Dec. 16 West Haven Special Service District meeting, focusing on handling overpayments, declined electronic fund transfers (EFTs) through Express Bill Pay and autopay enforcement.
Charisse, the utility/billing staff member presenting the item, said some customers overpay and then request refunds annually; staff asked whether the board prefers leaving credit on accounts, issuing refunds on request or formalizing a refund policy. Staff reported other jurisdictions handle credits differently and noted that if an account is closed staff would issue a refund.
The conversation then turned to declined electronic payments: Charisse said declined EFTs through Express Bill Pay carry a $14 charge to the district per return and that the district currently pays roughly $800–$1,000 per month in processing and returned‑transaction fees. She reported one account had eight declined EFTs in the past year. Board members discussed setting a threshold (staff proposed three declined transactions) after which staff would disable autopay and notify the customer; customers could continue to pay manually by card, debit or another method. Board members emphasized providing advance notice and publishing the practice and any charge on the district website.
No formal vote was taken; board members directed staff to include the returned‑EFT charge and an autopay‑suspension policy in the forthcoming fee schedule and to bring a formal ordinance or policy for adoption at a future meeting. Staff said the fee would be passed back to the customer and that the district would add any processing costs the district is charged.
