New Utility Billing & Payment System Issues
Questions & Answers
Q: I received a bill with a BALANCE FORWARD from the prior month, but I paid last month.
A: A printing error caused a BALANCE FORWARD to show on some mailed bills. Although the City received and posted your payment, it may not have shown on your printed or electronic bill. If your bill contains a balance forward, but you have already made the payment, please pay only the amount due for the current month. We apologize for the confusion with your bill. If you are on AutoPay, the correct balance due will be drafted from your account and not the incorrect printed balance forward. Also, you may have received a personal call from the City on this issue.
Q: If I am on AutoPay, and I did not see a payment come out of my account for July or August, when will my bank account or credit card be debited for the balance due?
A: If you still have a current account balance and your current bill's due date has passed, your balance will be automatically drafted on September 10, 2014 using the method of payment you designated through autopay. If your current bill's due date has not passed, it will be drafted on your current due date. If the withdrawal of the entire amount due will cause a financial hardship, please contact the Utility Services Division to arrange an alternative payment plan. Please know that future bills will be automatically withdrawn as intended.
Q: I usually have received my utility bill by now, has there been an issue with my account?
A: We did delay sending out some individuals bills as we were waiting on a software patch from our vendor that would fix some issues we had with the bills. The fix was supposed to be ready at the beginning of the week, but it had to be retested several times before it was right. Because of this delay you may notice that your bill is late. We have received and tested the fix on our end and have begun billing again. We apologize for the delay in receiving your bill.
Q: I can't process a payment. When I try to make a one-time payment and click "OK" to go to the (third party) website it returns to the same page or nothing happens.
A: First, make sure you are using the correct new customer and account numbers (top right section of your bill) in the correct locations. Second, customers may need to turn off or disable their internet browser's pop-up blocker to proceed to the payment page. Customers using the Google Chrome or Safari browser may also need to enable java script. Here are some links to help turn off the pop-up blocker for some of the more popular internet browsers:
Q: I received a confirmation email to complete the registration process, but I'm unable to click the link provided in the email.
A: Some customers have email applications that are not processing the confirmation email correctly. If the link does not work, please copy the full link from the email and paste it into your internet browser's address bar. If the link still does't work, look at the beginning of the URL address; if it starts with http try changing it to https. We are working with our vendor to correct this issue.
Q: What do I need to update if I'm paying my bill directly from my bank. The bank only gives me one field to provide an account number and I now have a customer and account number. What do I do?
A: Every bank has a different format, but your new payment account number for your online banking should be your new City of Chandler Account Number followed by a dash followed by the new Customer Number. For example:
Account#-Customer# or similarly 12345678-87654321.
You will also need to update the mailing address for payments (if your bank requires a remittance address), which is now:
City of Chandler
P.O. Box 52158
Phoenix, AZ 85072-2158
Q: I am a SurePay customer. Do I need to do anything?
A: No. Your information has been transferred to our new billing system and your payment will be withdrawn monthly, as it was before. Please not, SurePay is now called AutoPay. We did have a technical issue where some of our AutoPay customers did not have their bills automatically withdrawn from their accounts and did not receive their email notifications. We found a correction for this issue and will be providing additional information to AutoPay customers soon.
Q: How do I make a donation to the A-OK Program?
A: Please read our A-OK Voluntary Donation Program section.
Q: Who is InvoiceCloud and why did I receive an email from them or go to their website?
A: InvoiceCloud is the third party payment processor the City contracted with to expand electronic payment in Utilities and other areas of the City. InvoiceCloud has many years of experience in the industry and has the highest Payment Card Industry (PCI) compliance rating for securing data. In addition to processing payments to the City, InvoiceCloud sends account notifications and provides a secure, PCI compliant, web based infrastructure that creates a seamless payment experience for our customers.
More Utility Services Frequently Asked Questions Here