Utility Autopay Problem
Dear Editor: A friend informed me of an unresolved glitch in the city’s utility autopay system.
On Monday, Oct. 28, I went to the city offices and was told that our September utility billing (bill date 09/30/24, due date 10/27/24) was unpaid. I tendered the utilities payment receipt we received in the mail which said that our September charges were “Paid on Credit Card” and the balance due was $0.00.
September was impacted by Sitka’s Internet outage, and the city apparently had not debited our credit card. I handed over the same credit card to pay our outstanding September and pending October bills. When I returned home, I checked our VISA records and found no utility charge for September. Oct. 28 was one day past the city’s assigned due date, and our utility bills caution, “Electric service may be disconnected if full payment is not made the due date on this bill.” Winter is coming, we still have electricity, and we have not yet been notified of a late fee.
I understand that all Sitkans were affected by the Aug. 28 fiberoptic cable break. What I don’t understand is why the city did not contact autopay customers directly to inform us of the situation and tell us what if anything we need to do to help them meet their responsibilities. I presume this was a policy call by the finance director and administrator. I have since been told that the Sentinel published a public service article on the issue. If you believed the city’s September mailout, were unaware of any liability and have not paid your arrears, welcome to the club.
Paying bills without fail is important to us, and USPS mail service is increasingly erratic and dysfunctional. Autopay is a contract between the city and utility customers to bypass notice and communication problems and ensure consistent and timely bill payment. Customers are responsible for providing a valid credit card. The city is responsible for executing the contract. This appears to be a policy call so I tried not to take my frustrations out on city staff at the bill pay window.
Sitka’s internet emergency is now history; GCI and Starlink customers now have normal access to the internet. The city can process credit cards and send Emails to customers, if they choose. Paying ahead on our October bill ensured that the September problem would not be repeated. Time will tell if other problems arise. In theory of course, signing on to autopay eliminated customer notification and payment uncertainties.
On reflection this appears to be one more brouhaha involving the administration’s approach to authority and responsibility. City choices suggest that public trust and customer service are not their highest priorities. If you are an autopay customer who values your credit rating, I suggest you go to the city offices, clarify your account status and deal with any issues. Although the city will take credit card numbers over the phone, paying in person allows you to leave with a paid receipt in hand.
If you share my concerns, please raise them with city policymakers and the Assembly. It would be instructive to know why the powers that be decided to allow this problem to fester. Community ripples will continue until all autopay customers are up to date and loose ends are tied. From my perspective, the administration’s failure to accept the responsibility to communicate directly with customers and resolve this mutual problem is inexcusable. The city of course has a monopoly on local utility services.
Thanks for caring.
Dave Hardy, Sitka
