Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
Get email alerts on the Billing And Payments topic
No spam. Unsubscribe anytime.
Utility board weighs changing autopay setup after customers were cut off when cards expired
Summary
The board discussed complaints after customers lost service because debit or credit cards linked to autopay had expired. Members proposed requiring ACH/checking-account drafts, running exception reports, and charging late-notice costs to the accounts that generate them; staff will ask the vendor for options and return next month.
The Harswell Trousers Sewer Utility Board discussed whether to change its autopay policies after customers had water service interrupted when payment cards expired.
A committee member raised the issue during new business after complaints appeared on social media, saying the shutoffs resulted when debit cards tied to autopay expired. "My idea was if we could just come out and say, hey. Look. You're gonna do all the draft. It has to be directly from your checking account, not a card that can expire," the member said, arguing a draft from a checking account is less likely to fail.
Board members and staff explained how the current payment processor (TransLink) handles autopay. The processor runs a regular process on the 10th of the month and generates an exception report that flags failed transactions; the board was told customers who correctly enter an email address in the portal receive notifications. "If somebody doesn't pay their water bill... send them a late notice because their credit card didn't work," the chair said, noting the system provides a last-four card indicator and common failure reasons (insufficient funds, do not honor, expired card).
Members raised practical obstacles to requiring checking-account drafts. Staff and board members said many younger customers do not use physical checks, though staff noted routing and account numbers (not a physical check) are sufficient to set up ACH. Board members also worried about imposing additional costs on ratepayers. One member suggested charging customers who require late notices a small fee to cover staff time and postage rather than spreading that cost across all ratepayers.
Officials described the utility's existing penalties and cut-off procedures: a penalty (10%) is added on the 11th if bills are not paid after the monthly run; a $45 reconnect fee is added on the 20th and service may be disconnected the next day. The board directed staff to consult with the payment vendor to determine whether the vendor can provide better exception notifications tied to account numbers rather than card numbers, whether secondary-payment options are available, and what options exist for charging notice costs to delinquents. The chair asked staff to bring back the vendor's capabilities and recommended policy options at the next meeting.
The discussion included concerns about customers who lack bank accounts and how any new rule might affect low-income residents; members emphasized the goal of keeping customers connected to water service where possible while reducing avoidable shutoffs.
Staff will report back with vendor options, estimated costs for sending late notices, and suggested policy language at the next scheduled meeting.
