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American Water – EPCOR Transition

Contents

American Water – EPCOR Transition

Billing & Bill Payment

Service Orders

Web Self-Serve

Service Line Protection

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American Water – EPCOR Transition

What’s happening?

Customer care and billing is transitioning fully to EPCOR. These systems are anticipated to be live on March 19, 2012.

How was customer care and billing previously being delivered?

To ensure a seamless provision of services to our customers, American Water has continued to provide billing and call center services while we’ve been getting our systems ready for transition.

What does this mean to me?

Your satisfaction is important to EPCOR. Our goal continues to be to impact you as little as possible with the transfer of ownership. With this in mind, there is very little that is changing and few (if any) actions that customers need to take.

What’s changing, what’s staying the same? Is there anything I need to do?

What’s staying the same

  • Account numbers
  • Customer care telephone numbers (24/7)
  • Automatic payment (Already enrolled? No need to sign up again)
  • Front office locations & support
  • Your payment options

What’s changing

If you previously paid your bill at a local supermarket, drug store, other local merchant, there will be about a three-month gap until this service will be available to you again.

Actions you many need to take

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BILLING & BILL PAYMENT

Billing

I am currently signed up for paperless billing and / or I want to sign up for this service. What do I do?

Customers who would like the paperless billing option need to sign up for this service through EPCOR’s Web Self-serve system.

You will need to:

  • Register for Web Self-serve
  • Login in and select the paperless billing option

Depending on when you select this option, your next bill may be a paper one. This applies to all customers (including those previously signed up for paperless billing with American Water. Sorry for any inconvenience).

When will I receive my first EPCOR bill?

Customers who typically receive their bill at the beginning of the month will see their first EPCOR bill in April. Customers who typically receive their bill in the later part of the month will see their first EPCOR bill in March.

What’s my EPCOR bill going to look like?

Go to the Understanding Your Bill page to take a look.

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Payment

I just paid my bill to American Water. Do I need to do anything?

We have made arrangements to re-route funds paid on customer accounts to American Water. Please contact us if you have concerns. A customer care representative will be happy to help you.

I had a monthly automatic payment arrangement with American Water to pay my bill. Do I need to do anything?

If you had previously signed up for automatic payment by filling out a form with your banking information and submitting it to American Water, no action is required. This has been transferred from American Water to EPCOR.

My bill was automatically paid with American Water on the same date every month. I noticed my payment didn’t happen. Do I need to do anything?

Your automatic payment arrangement (or EFT) was transitioned to EPCOR. There was a slight delay in the automatic payment on your account because of the transition from American Water to the EPCOR billing system. This has been resolved and your transaction will be processed from your bank on Friday, March 23. Going forward all automatic payments will be made on your bill date.

What bill payment options are available to me with EPCOR?

Customers have access to the same bill payment options they previously did with American Water: in person, by mail, online at epcor.com, and through your bank.

How do I pay EPCOR through my online banking website?

Please set up EPCOR Water as your biller / payee.

I pay my bill manually through my banking website site (not an automatic withdrawal). Do I need to do anything?

Yes, if you are paying your bill manually every month through your banking website (not an automatic withdrawal) then you will have to enter this information manually.

For example, if you access your online banking site, go to the bill payment section, enter the amount, select the payee etc., you will need to enter the biller / payee as EPCOR Water. We anticipate this will be resolved by the end of March.

I used to pay my bill at my local supermarket, drug store, other local merchant. Can I still do this?

This payment option will be available to you within approximately three months. We apologize for any inconvenience as we transition this over to EPCOR.

Does EPCOR charge a convenience fee for certain payment options?

Customers will continue to have access to the same payment options they had with American Water. The same convenience fee will apply.

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SERVICE ORDERS

I recently put in an request to move my service, reconnect my service, replace my meter, etc.. What’s going to happen?

Please contact us . A customer care representative will be happy to help you.

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Web Self-Serve

I was previously signed up for My H20 Online / would like to sign up to access my account online. What do I need to do?

At the end of March, all customers who wish to access their account online must sign up for EPCOR’s Web Self-serve service.

You will need to:

  • Register for Web Self-Serve
  • Login to access your account

Questions about Web Self-Serve? Please contact us and a customer care representative will be happy to help you.

What can I do online through Web Self-Serve?

Customers have access to the following online:

  • Account Summary
  • Usage History
  • Make a Payment
  • Request New Service
  • Transfer Service
  • Stop Service
  • Update Account Contact Information
  • Authorize Payment Withdrawals
  • Rate (Tariff) Information

Why am I seeing a blank statement/bill image in Web Self-Serve?

If you have recently received a bill from us but are currently seeing a blank bill image in Web Self-Serve, there is no cause for concern. There can sometimes be a slight delay while your bill information is being uploaded into the Web Self-Serve system. Please keep checking Web Self-Serve  - the bill image should become available  on or before your next billing cycle.

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SERVICE LINE PROTECTION

I currently have a Service Line Protection contract with American Water Resources (AWR). Am I affected by the transfer to EPCOR ownership?

Does EPCOR have a service line protection program?

No, EPCOR currently does not offer a service line protection program.

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Emergencies in Edmonton

24 HOURS
Power: 780-412-4500
Water: 780-412-6800

Edmonton Customer Service

MON – FRI 8 AM – 7 PM
SAT 8 AM – 4:30 PM
CLOSED STATUTORY HOLIDAYS

Tel: 310-4300
Toll-Free: 1-800-667-2345​
Fax: 310-4295
custserv@epcor.com

Mail:
CORRESPONDENCE
EPCOR
2000-10423 101 Street NW
Edmonton, AB T5H 0E8

BILL PAYMENTS
EPCOR
P.O. Box 500
Edmonton, AB T5J 3Y3
Fax: 780-412-4299

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