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Resident urges Mount Vernon to change autopay and shutoff procedures after payment-authority snafu
Summary
A resident told the utilities commission that an autopay failure and a payment-authority form that only processes on the 15th led to a water shutoff for someone she was helping; utility staff clarified ACH timing, vendor and city policy limits, and available payment channels.
During the public-comment period, resident Sarah Mankins described two personal incidents to show how the city’s payment forms and processes can leave customers without service even when they believe they have authorized payment.
Mankins said a changed credit card caused autopay to fail for her account and that, in another case, a friend’s water was shut off despite submitting an ACH authorization form. “The form says that you can sign up for this payment but it only processes on the fifteenth,” she told the commission and…
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