All erroneous charges have been reversed by our third party bill processor. Customers should see refunds/credits to their accounts as early as today and by early next week. The reversal has cleared the Federal Deposit Insurance Corporation (FDIC), which should mean that the charges will drop off their account very soon if not immediately. By law, financial institutions have up to 30 days to release the funds, but usually this is done within three to five business days. If customers find that their returned funds are not immediately available, they are encouraged to contact their bank and request to have the hold removed.
Customers who need access to the funds incorrectly charged to their accounts and do not get an immediate remedy from their bank are asked to contact our Utility Billing department directly. We will work with customers individually to correct the error.
The City continues to work with its bill processing vendors, FIS Global and Elavon, to determine the cause of the double charging and to make sure the error does not occur again.