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City says autopay error affected 1,283 utility accounts; staff works to remove late fees
Summary
Midvale staff reported an Express Bill Pay failure that prevented autopay transactions scheduled for Jan. 15 from running. About 1,283 accounts were identified; staff said late fees are being removed and the city expects accounts to be reconciled by the Feb. 15 billing cycle.
City staff told the council that a third-party payment processor, Express Bill Pay, failed to run scheduled autopay transactions set for Jan. 15, producing inaccurate unpaid balances and late fees for many customers.
"Effective 1283 accounts. I have emailed every single 1 of those people explaining the situation," Mariah, who handles utility billing, told the council. She said staff answered a high volume of calls — "we were answering the phones all day, all 4 of us" — and worked with Express Bill Pay to roll back duplicate pulls and to prepare a file to remove late…
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