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Resident urges Ranlo to modernize utility billing after autopay error left a balance unpaid
Summary
A Ranlo resident described how the town's autopay default and lack of online account controls left a bill partially unpaid; he asked the town manager to explore modern billing platforms to improve user control and reduce staff burden.
Drew Morine, a Ranlo resident, told the board he encountered two problems with the town's online utility billing and autopay system: a default autopay limit of $100 caused a $100.24 bill to remain partly unpaid, and the portal provided no way to update payment information or adjust autopay online. "The system shows that autopay exists, but residents have no control over it," Morine said, and he urged the town manager to evaluate modern, resident-friendly billing options that allow users to update cards, change autopay limits and manage accounts from smartphones.
Morine said he contacted town staff after the failed payment and was told the autopay was operated by a third-party processor and the town staff could not change a resident's autopay settings. He described staff as polite but unable to help and said the town's portal included no technical support contact beyond the town phone number.
He recommended the board consider updating the system, noting that modern platforms are widely used even by smaller towns and typically pass processing costs to the end user. Morine offered to share details about options he has researched. The board did not take an immediate vote; the request was presented during public comment for follow-up by town staff.
