Q.
Is
there a fee to use the Online Payment
services? A.Cleveland Utilities has partnered with
Hewlett Packard®
Convenience Pay to provide you with the
option of using your
credit card or debit card to make payments. The $3.95 convenience
fee for credit/debit cards and $2.35 for
checks
is the amount Hewlett Packard®
Convenience Pay charges, per transaction
to cover processing costs associated
with
handling credit and electronic debit
payments. Cleveland Utilities has
also partnered with USA ePay® to provide
you with
the option of using electronic check to
make payments. There are no
charges to use this service to make your
payment
online. Other companies are able
to add the processing costs to these
requests to the overall pricing of their products
and
services. Because Cleveland
Utilities is a member owned government
utility and we do not include these fees in our
operating budget we are unable to absorb
the cost of the fee. Only
customers who choose to use the Hewlett
Packard®
service will be charged
the convenience fee.
The fee will be displayed as a separate
line item on your credit/debit card or
checking account statement.
Q.
Who can
enroll or use this service? A.
Existing Cleveland Utilities can enroll
anytime. New customers can enroll
after they have been assigned a
Cleveland Utilities
account number.
Note: Accounts with a history of
returned checks or credit card charge
backs will not be eligible to use the
online payment or
automated pay-by-phone service.
Q.
Will I be
able to pay immediately after I sign-up
for online access? A. Yes.
If you enter the correct information
required for account validation access
to the system will be granted
immediately. If
you cannot provide the
required information you must contact
our support number at (423) 472-4521 -
Extension 676 or use
the CONTACT US link at
the top of the page and select Website.
Q.
Will I
continue to receive paper bills? A.
Yes. Cleveland Utilities currently
does not offer paperless billing.
Q.
Can I
sign-up or enroll multiple accounts? A.
If the six digits of the account number
are the same for each account you
enroll, then you can contact support at
(423) 472-4521
extension 676 to have
your accounts combined for online
viewing only. Note: Each
account will be charged a separate
convenience fee for each
payment made. The combined account
option is not available for One Time
Payment methods.
Q.
Can I use my
credit card or a check to pay my bill? A.
You can pay online by credit card or
check using Hewlett Packard®
Convenience Pay. Hewlett Packard®
Convenience Pay
charges a convenience fee
for using this service or you can pay by
electronic check using USA ePay®.
There is no charge for
using the USA ePay® Check
option. For your
convenience, this service is available
24 hours every day.
Q.
What should I do if I transfer my
service to another location? A.
You must enroll your new account.
The old account will be discontinued
from the system. The old username
and password
may not be available.
Q.
What steps should I take to dispute a
payment that was made through the Online
Pay? A.
Call support at (423) 472-4521 -
Extension 676 or use the CONTACT US link
at the top of the page and select
Billing. Please give
specific information
about the payment you are disputing.
We need to know the date of the payment,
the payment amount, and
the confirmation number
of the payment if known.
Q. Is
this service secure? A.
For security and
privacy of transactions, both Hewlett Packard®
Convenience Pay and USA ePay® uses 128 bit encryption,
which is the safest encryption technology available on the
internet today. Q.
Why do I have to
enter my ZIP code? A.
The Zip code is
for security purposes to help identify
and to ensure the appropriate account is
accessed.
Q.Will my current
information be displayed when I use the
One Time Payment option to pay my bill? A.
Yes. The system will provide your
current amount due on Hewlett Packard®
Convenience Pay.
USA ePay®
does not
provide your current amount due. To view
detailed information sign-up for online
services.
Q.Can I use this
service to pay multiple accounts? A.
Yes. However, you will need to
make a separate payment for each account
and a convenience fee will be associated
with each payment made through Hewlett
Packard®
Convenience Pay.. The convenience
fee charged by Hewlett Packard®
Convenience Pay for credit/debit card
transactions is $3.95 per transaction and $2.35
for checks per transaction. No
fees
are charged for payments made via check through
USA ePay®.
Q.Why did I receive
the message, "You account is currently
being updated?" A. Your account
is in the middle of a new billing cycle
and online access via the username and
password option may not be available.
You can still make a payment
through the One Time Payment option.
Q.If I receive a
disconnect notice and use this system to
pay my bill, will my payment be applied
to my account
immediately? A.
No. All payments made will be
applied to account based on the payment
posting timeframes below. If you are
subject to
disconnection, please contact customer service at
(423) 472-4521 to make arrangements.
Q.If my service was
disconnected today, will I need to call
Cleveland Utilities to have it turned
back on after I pay
my bill? A.Yes. Contact
customers service at (423) 472-4521 to
make arrangement to have your service
restored.
Q.I have moved or
discontinued my service with Cleveland
Utilities. Can I still make a
payment online? A. No. Once your
service has been discontinued with
Cleveland Utilities your account is
finaled out. All final payments
must
be mailed to Cleveland Utilities or can be paid
via Credit Card by calling customer
service at (423) 472-4521. Only
final
payments will be accepted by customer service via telephone.
All other phone payments must be made
using our
automated pay-by-phone system.
Q.Can I pay my bill
over the phone? A. Yes. The same
convenience fee charges apply for all
payments made through our automated
pay-by-phone system. This
service is also provided by Hewlett Packard®
Convenience Pay. To make a payment
via telephone, call toll-free: 1 (866)
594-
5715. Cleveland Utilities
representatives do not take payments
over the telephone. All payments
must be made through the
automated system.
Q.When will my
payment post to my account? A. See Payment
posting timeframes below:
Payment posting timeframes
If you make your payment:
Your payment will post to your
account on:
before 3:00
p.m. ET, Monday - Friday
The same day
after 3:00 p.m. ET, Sunday - Thursday
The next day
after 3:00 p.m.
ET, Friday-Sunday
The following Monday
Online payments are not processed on the
following holidays: New Year's
Day; Martin Luther King Day; Presidents'
Day; Good Friday; Memorial Day;
Independence Day; Labor Day; Veterans
Day; Thanksgiving; Friday after
Thanksgiving; Christmas Eve; Christmas
Day; and New Year's Eve. Other
holidays or times are subject to non
processing and will be posted 1 week in
advance on our website.
