Online Billing and Payment Service Enrollment Eligibility

Most active customers in current payment status will be eligible to enroll.
Customers ineligible to enroll include those customers who:

  • Have a past due balance.
  • Are current automatic bank draft customers.
  • Are paying a final bill.
  • Have an account in inactive status.
  • Have a billing statement that does not have a previous or present reading to bill from & manual billing.

Enrollment

  • Current EPWU Customer that successfully enroll in the E-Bill program should be able to view their most recent billing statement immediately.
  • New Customers will be eligible to enroll into E-Bill after receiving their 1st paper billing statement in the regular mail.
  • Customer will cease to receive paper billing statements after they are activated as an ebill customer.

Availability of Bills

  • E-Bills will be made available at the same time that the actual paper bills are being mailed out with their regular cycle billing.
  • E-Bills will continue to be available as long as the customer remains in current status.
  • If the customer becomes delinquent, the E-bill will not be available for viewing and a paper bill will be sent by regular mail. Once the account is brought to current status, E-Bills will be viewable after the following months billing.
  • All delinquent notices (DUN 1 & DUN2 notices) will continue to be sent by regular mail in the event the customer becomes delinquent.

Billing and Payment

  • Payment of the monthly service charges are due 14 days after the date of billing. If payment is not posted by the 14th day, a termination notice will be generated on the 15th day and mailed to the customer through regular mail, allowing an additional 7 days from the billing due date. Services will be scheduled for disconnection the following work day unless the billed amount has been paid.
  • When scheduling the payment through E-Bill, CheckFree will default the scheduled payment date to the billing due date. CheckFree will begin processing the payment within 48 hours of that the scheduled payment date.

  • The customer may change the scheduled payment date. However, if the customer wants the payment to be received before the due date, the customer must schedule the payment at least 4 working days prior to the due date.

Bill Payment Scheduling

  • Bill Payments begin processing two (2) Business Days prior to your Scheduled Payment Date. Therefore, the application will not permit you to select a Scheduled Payment Date less than two (2) Business Days from the current date. When scheduling Bill Payments, you must select a Scheduled Payment Date that is no later than the actual Due Date reflected on your Payee statement unless the Due Date falls on a non-Business Day; if the actual Due Date falls on a non-Business Day, you must select a Scheduled Payment Date that is at least one (1) Business Day before the actual Due Date. Scheduled Payment Dates should be prior to any late date or grace period. In certain rare situations, a Bill Payment may take four (4) Business Days to be processed, in which case the Service will notify you within the application. (See CheckFree's Terms and Agreements for further inforomation
  • If the payment is scheduled less than 4 days prior to the due date, the account may be subject to disconnection. The customer must call El Paso Water Utilities Customer Service and notify a Customer Service Representative of the scheduled payment to avoid the disruption of water service.

NEW INFO FOR 2012:

A charge of $12.00 per $100 of the delinquent amount or any part thereof will be assessed when the "past due" amount of a bill is not paid before a Field Service Worker is dispatched to disconnect the service for non-payment. If payment is made at the service location prior to the service being disconnected, no other charge shall be made. If service is turned off for non-payment, an additional charge of $20.00 will be made to restore the service if the service is restored or the request to restore service is received between 7:00 A.M. and 4:00 P.M. on a normal working day. A charge of $25.00 will be made for restoration of service under all other circumstances. In the event that service is not restored until after the customer's bill has been finaled out, a new guarantee deposit and customer account fee must be paid.

A disconnection charge of $3.00 per dwelling or business unit, in addition to the charges stated above, will be assessed when the service connection provides water to a building or buildings occupied by two or more individuals, families, or businesses who receive water service from one metered connection. Said special charge, in addition to any delinquent amount or other delinquency charges shall be paid prior to the restoration of service to the premises.

A separate charge of $100.00 will be made when water service to a property restored by someone other than an authorized representative of the EL PASO WATER UTILITIES.

A charge of $25.00 will be added to each customer's account that is affected when the customer makes payment by check and said check had been returned for insufficient funds or other by financial institution.

If a customer needs a payment researched, they may contact El Paso Water Utilities Customer Service by e-mail at customerservice@epwu.org or for assistance by phone at (915) 594-5500.

The CSR will research any and all information for the customer. If the issue cannot be resolved within Customer Service, the CSR will forward the inquiry to CheckFree via their immediate supervisor, who will issued a case to CheckFree for resolution.