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EPWater addresses Customer Service delays

On March 2, El Paso Water launched its new customer information system to offer improved self-service options.

To transition to the new system, the February billings were completed a week earlier, resulting in reduced water bills for most customers in February’s bill. The final meter readings from February were included in the March bill, one of the reasons many customers saw higher bills this month.

Additionally, many customers were inadvertently overcharged for Environmental Services Department charges and EPWater stormwater fees. EPWater will correct these charges and fees, and the affected customers will see a credit on a future bill in the next two to six weeks.

EPWater’s Customer Service Department is experiencing higher call volume than normal, as customers seek more information about their bills.

“We apologize for the delay and appreciate your patience,” President and CEO John Balliew said. “Please bear with us as we deal with the challenges of being understaffed. We encourage our customers to email us at customer.service@epwater.org or visit our new My Account at epwater.org that offers multiple self-service options in English and Spanish.”

Customers also have been inquiring about the following:

  • Customers’ new average winter consumption (AWC) will be reflected in April’s water bill. The transition to the new customer information system resulted in the delay.
  • Disconnections for non-payment are temporarily suspended as customers transition to using the new system.
  • You can pay your bill by phone with no added fee 24 hours a day, 7 days a week. Call 915-594-5500 and press option 1.

EPWater remains committed to improving customer service. Over 40,000 customers have registered for the new My Account online service, and many customers are taking advantage of paying their bills by phone with no fee.

 

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