Copperas Cove: Water billing system changes complete

The transition to a new water billing system in Copperas Cove is largely completed, the city said Friday. (Photo by Kathleen Serie/file)
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COPPERAS COVE, Texas (KWTX) The transition to a new water billing system in Copperas Cove is largely completed, the city said Friday.

“We continue to fine-tune the services provided to our valued customers and are so appreciative of your continued support and patience,” the city said in a press release Friday.

The vendor the company was using to process water bills, FATHOM, unexpectedly filed for bankruptcy in November 2019, leaving the city in a lurch.

The Copperas Cove City Council voted in December to authorize City Manager Ryan Haverlah to execute agreements with WaterSmart, which provided the customer portal; Tyler Technologies, provided the customer information and billing software; and DataProse, which will print and mail bills.

Account numbers have been transferred into the new customer portal and the city is encouraging residents to create logins.

The portal, where customers can find information about account balances, PDFs of bills and payment history since March, can be accessed through the city’s website.

“Utilities Administration has successfully finished two complete rounds of billing to all customers and the vast majority of catch-up billing and account reconciliation from the transition has been completed,” the city said Friday.

“No late fees or penalties have been assessed to customers since mid-December 2019, nor have any customers been disconnected for non-payment since then,” the city said.

Beginning in June late fees and penalties will be assessed and service will be disconnected to customers who are delinquent.

Bills now due on this cycle:

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Billing Cycle/Billing Date/Billing Due Date
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1 5th 20th
2 9th 24th
3 12th 27th
4 17th 2nd
5 20th 5th
6 24th 9th
7 28th 13th
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Additional information

Please Note: Cycle 4 bills were recently distributed a few days early to provide customers more time to make payment prior to the due date. The due date however was erroneously changed to May 27th and should have reflected June 2nd, the actual due date. No late fees will be assessed for Cycle 4 bills if paid by June 2nd

All billing cycles will have a static due date (within a day or two) for all future billing cycles.

Current payment methods and additional information can be found on the city’s website.

Payment options

Online:
WaterSmart Customer Portal
The Auto-pay function is pending, and once available will be managed by the customer.

Phone:
Call the local office at (254)547-8718 to make payments by phone (credit/debit card)
Hours: 8:00am to 4:30pm

Mail:
City of Copperas Cove Utilities Administration, P.O. Drawer 1419, Copperas Cove, TX 76522 (check or money order; include bill stub or name, service address and account number)

In Person:
(Office currently closed due to COVID-19, we will update once reopened)
City of Copperas Cove Utilities Administration, 914 S. Main Street, Suite A & B (cash, check, credit/debit card, money order)
Hours: 8:00am to 4:30pm

Drop Box Locations:
Utility Administration, 914 S. Main Street, Suite B Door
Police Department, 302 E Ave E (payments may be dropped off inside the facility jail lobby, available 24 hours) *(Drop Box payments should be check or money order only; include bill stub or name, service address and account number)

Automatic Draft (ACH):
Online bank draft/bill pay option from customer’s financial institution. Ensure all online banking information (bill pay services) is updated to reflect the most current biller address.
Interactive Voice Response (IVR):

Pending
Customer concerns may also be addressed by calling (254)547-8718 or emailing
Utilities@copperascovetx.gov. Further information can be found on the city’s website.