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Home> Services > Account Information > Understanding My Account > Faqs
Customer Service FAQs
When
is my bill due? Can I get an extension on my past due bill? In many cases EBMUD can work out payment arrangements for customers. Request a payment extension online or call 1-866-403-2683 anytime. During business hours (Monday through Friday, 8:00 a.m. to 4:30 p.m.) a Customer Services Representative can help you, or you can access the Interactive Voice Response system and request an extension at any time. Have you received my payment? To find out if EBMUD has received your payment, access your account online, or call 1-866-403-2683 at anytime, or e-mail custsvc@ebmud.com. Where can I pay my bill? You can pay your water bill at our Oakland Business Office. You can mail your payment to EBMUD, Payment Center, Oakland, CA 94649-0001. Bills that are not overdue can be paid at various collection agencies that represent the District. What are your hours? EBMUD’s office hours are 8:00 a.m. – 4:30 p.m. Monday through Friday at all locations. All EBMUD offices are closed on holidays. Do you accept credit card payments? Yes, EBMUD accepts credit card payments 24 hours a day by telephone or on-line using a pay-by-phone system. Bills can be paid with any valid VISA, MasterCard, American Express, or Discover credit card, STAR system ATM card, or electronic check. Customers pay the transaction fee charged by the pay-by-phone system. To pay by phone, call 1-800-690-4798. To pay on-line, visit www.officialpayments.com or Pay Now. Why do you charge a fee when I use an ATM or credit card? Paying by ATM or credit card is an optional service EBMUD provides for customer convenience and the fee is therefore paid by those who choose to use it. Customers who do not want to pay the transaction fee can pay their bills by check through mail or by check or cash in person at an EBMUD business office. What other ways can I pay my bill? EBMUD offers customers three electronic payment options.
These electronic payment options provide customers with a fast, convenient and secure way to pay their bills. Customers also save money because no stamp, envelope or paper check is needed. For more information regarding these payment options please email custsvc@ebmud.com. I get my bill electronically. Is there any information included on the printed bill that I am not receiving? Bill and payment information, tips on how to reduce water use and information on how to calculate your bill is displayed on the back of the printed water bill. I had a high bill because of a toilet leak; can I get an adjustment? Yes. EBMUD’s policy is to provide a one-time adjustment to the "units of water delivered" portion of your bill if you have had a leak that you repaired. When your leak is repaired, call 1-866-403-2683 and speak to a Customer Service Representative to request a leak adjustment. What if I am not satisfied with the charges on my bill? Customers who have complaints concerning their water bill may appeal to the manager of the customer services department. When are you reading my meter next? EBMUD reads residential meters every other month. To find out when your meter will be read next, access your account online or look at the top front portion of your water bill, which shows the date your next reading is scheduled. Do you offer discounts for low income customers or senior citizens? Yes, our Customer Assistance Program (CAP) provides reduced rates based on family size and income. Although we don't have a specific assistance program for seniors, many of our senior customers participate in the CAP program. Why does EBMUD charge an Account Establishment Fee when I have had service with EBMUD before? The account establishment fee covers the costs of computer programming and data entry that occur when a customer sets up a new account. It is charged each time a customer establishes a new account because EBMUD incurs those expenses every time an account is created. How does EBMUD set its rates? EBMUD’s rates are set to cover what it costs to serve customer groups (single family residential, multi-family residential, industrial, and commercial groups). EBMUD’s Board reviews the rates and rate structure annually and seeks public comment at a public hearing in May or June before adopting rates effective July 1 of each year. What is the wastewater treatment charge on my EBMUD bill? Customers who live in the cities of Alameda, Albany, Berkeley, El Cerrito, Emeryville, Kensington, Oakland, Piedmont, and parts of Richmond also get wastewater treatment services from EBMUD or a special sanitary district. The wastewater treatment charge collects money used to pay for wastewater treatment programs that protect San Francisco Bay.What is the agency charge on my EBMUD bill? Customers who live in the cities of Berkeley, Emeryville, Oakland, San Lorenzo and parts of San Ramon, Hayward and San Leandro also get agency charges on their water bill. The city or agency has a contract with EBMUD to collect this charge and the money collected is used to pay for local sewer maintenance programs.
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