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.
This follows the transfer of ownership from Arizona American Water on Jan. 31, 2012.
You should have received a notice in your mail in early February advising of this change, as well as anotice the week of March 16.
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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:
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.
I used to pay my bill at the City of Surprise City Hall. Can I still do this?
The City of Surprise City Hall will no longer collect EPCOR payments. However, EPCOR bills can be paid in person at an EPCOR customer service office. They can also be paid by mail, online through our Web Self-serve system, or through your bank.
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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:
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?
Customers who have Service Line Protection contracts with AWR will continue to be protected by AWR and there will be no interruption in your programs. You will also continue to receive your bill from AWR for this program. For more information, please call 1-866-430-0819.
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Customers who have Service Line Protection contracts with AWR will continue to be protected by AWR and there will be no interruption in your programs. Additionally, your program charges will remain on your water bill. For more information, please call 1-866-430-0819.
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Does EPCOR have a service line protection program?
No, EPCOR currently does not offer a service line protection program.
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CITY OF SURPRISE sewer & sanitation
In early March, the City of Surprise mailed letters on American Water’s behalf to customers advising of the following changes regarding their water, sewer, and sanitation billing.
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City of Surprise
Effective March 19, there is a new American Water number to call for questions about your water, sewer / sanitation bill: 1-888-300-3569.
Note: EPCOR does not bill customers in this area.
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Agua Fria
Effective March 19:
Customers will receive two bills (one from EPCOR for water service; one from American Water for sewer and / or sanitation). Customers will have a new American Water number to call for questions about their sewer / sanitation bill: 1-888-300-3569.
I’m currently enrolled in an auto-pay arrangement with Arizona American Water. How will that change March 19, 2012?
Current customers that are enrolled in an auto-pay arrangement will notice after March 19, two payment deductions: one from EPCOR for water usage, and another from American Water for sewer and/or sanitation services.
Where do I go to pay my sewer and / or sanitation bill?
You may pay your American Water sewer and / or sanitation bill by phone at 1-888-300-3569, online at www.amwater.com/myh20, in person at Surprise City Hall, or any of the American Water-approved payment locations. For a listing, visit www.amwater.com. Under the Customer Service drop-down menu, select Billing & Payment information.
Will I have a new account number on my sewer and / or sanitation bill?
No. The current account number you have on your Arizona American Water statement will remain the same for both your EPCOR water bill, and your American Water sewer and / or sanitation bill.
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Sun City
Effective March 19:
Customers will receive two bills (one from EPCOR for water and sewer; one from American Water for sanitation). Customers will have a new American Water number to call for questions about their sanitation bill: 1-888-300-3569.
I’m currently enrolled in an auto-pay arrangement with Arizona American Water. How will that change March 19, 2012?
Current customers that are enrolled in an auto-pay arrangement will notice after March 19, two payment deductions: one from EPCOR for water and sewer charges, and another form American Water for sanitation services. You do not have to fill out new paperwork; this will be a seamless transition from a customer perspective.
Where can I go to pay my sanitation bill?
You may pay your American Water sanitation bill by phone at 1-888-300-3569, online at www.amwater.com/myh20, in person at Surprise City Hall, or any of the American Water-approved payment locations. For a listing, visit www.amwater.com. Under the Customer Service drop-down menu, select Billing & Payment information.
Will I have a new account number on my sanitation bill?
No. The current account number you have on your Arizona American Water statement will remain the same for both your EPCOR water and sewer bill, and your American Water sanitation bill.
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