Water customers urged to check credit card accounts

Credit card information for water customers who made payments in person and automatically online may have been breached in addition to those who made individual payments online. The vendor who processes card payments alerted the City today that the scope of the potential vulnerability has widened.

Previously, the vendor believed any compromise that may have occurred affected only online customers who make individual payments each month. Customers who pay by bank draft, by check or cash, or by phone have not been affected; payment by phone is a service provided by a separate vendor.

Online payments have been temporarily disabled. Payments may be made by calling 325-657-4323 or by bank draft. Payments can also be made by cash or check at City Hall Annex, 301 W. Beauregard Ave., from 8 a.m.-5 p.m. weekdays. A 24-hour dropbox is also available at that location.

“We apologize for the inconvenience this has caused customers,” Water Utilities Director Allison Strube said. “We are working with the vendor who processes our online payments to determine whether credit card information was vulnerable, the number of accounts that might have been impacted, and the time span over which that could have occurred.”

The City received a concern Friday that online water bill payments may have led to unauthorized charges on customers’ credit card accounts. The City immediately disabled the site, encouraged customers who had made online payments to monitor credit card accounts for unauthorized charges, and began working with the third-party vendor to install new software and a new server. Those actions are in keeping with state law, which demands that municipalities notify citizens and address such situations immediately and proactively.

The City’s vendor is still seeking to confirm whether credit card information was vulnerable and, if so, when. If the vendor finds that occurred, customers who made credit card payments during that period will be contacted by mail. In the meantime, customers are advised to watch their credit card accounts for illicit activity.

As soon as the City knows more about the situation, it will be shared on its Facebook and Twitter pages, on the City’s website and with the local news media.

Any vulnerability regarding credit card information would not have increased the amount of a monthly bill. Customers whose water accounts are paid automatically online will not have to re-enroll for that service, unless they use a different card. Late fees incurred while the online system was inactive will be addressed on a case-by-case basis by the Water Customer Service office, which can be contacted at 325-657-4323 or during business hours at City Hall Annex.

“While the risk of using a credit card – online and elsewhere – always exists, the City of San Angelo is dedicated to working with our vendors to ensure the most secure online experience possible for our citizens,” City Manager Daniel Valenzuela said. “Again, we apologize for the inconvenience this has caused.”

Billing & Receipts 

The Billing & Receipts Division serves the citizens and the City of San Angelo through timely and accountable records of general accounts receivable, utility billing and cash receipts, and by offering a variety of payment options.

Ways to pay

Five avenues exist for paying a City of San Angelo municipal services statement. You will need your account number.

* Online - Visit the City’s website. Online credit card payments can be made month-to-month or by establishing an automatically recurring payment. Online payments are unavailable from 10 p.m.-2 a.m. daily and from 3:30 a.m.-4:30 a.m. Mondays for system updates.

* Mail - Mail a payment to the City of San Angelo Utility Billing/Collections, P.O. Box 5820, San Angelo, TX 76902. Make checks payable to City of San Angelo-Water or COSA-Water.

* In person - Bring payments to the Utility Billing/Collections office at 301 W. Beauregard Ave. Business hours are 8 a.m.-5 p.m. weekdays. An overnight drop box in the drive-through is available for after-hour payments.

* Bank draft – You may set up an automatic monthly draft on your bank account. To establish a draft, visit the Utility/Billing Collections office at 301 W. Beauregard Ave, 8 a.m.-5 p.m. weekdays.

* Phone – You may also call Customer Service at 325-657-4323 and select the option to make a payment over-the-phone. Long-distance users may call 855-419-2758. Phone payments are unavailable from 10 p.m.-2 a.m. daily and from 3:30 a.m.-4:30 a.m. Mondays for system updates.

For more information about the municipal services statement and payments, call 325-657-4323.

For an explanation of the charges on your municipal services statement, visit the Water Customer Service page.

Free viewers are required for some of the attached documents.
They can be downloaded by clicking on the icons below.

Acrobat Reader Flash Player Windows Media Player Microsoft Silverlight Word Viewer Excel Viewer PowerPoint Viewer