eBILL/ePAY Incentive Program FAQs

Press Release - 5/6/2014

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What is the eBILL/ePAY Incentive Program?  
The eBILL/ePAY Incentive Program has been designed to promote the benefits of receiving your monthly utility bill electronically (via email), and having your bill paid automatically through your bank account each month.  Additional program benefits include helping the environment and saving bill production and payment processing costs.  

How long is the enrollment period for the eBILL/ePAY Incentive Program?  
The enrollment period for the program is May 1st, 2014 through December 31st, 2014.  

How does the program work?  
When you sign up for electronic bill notification (eBILL) and Bank Draft automatic payment (ePAY) programs, your account will automatically be enrolled in the incentive program.  After 12 months of consecutive electronic billing and Bank Draft payments, the City of Mesa will credit your account with a One-Time $20.00 credit.  

Will I receive an enrollment notification when I sign up from the program?  
Yes. You will receive a “Welcome” letter email or a “Welcome” text notification.  

Is the eBILL/ePAY Incentive Program effective immediately once I am enrolled?  
Your program start date will occur 30 days after your sign up date to allow for current bills and payments to process.  

How will you know when to credit my account?  
The program will automatically generate and apply the $20.00 credit once you have 12 months of consecutive electronic billing and Bank Draft payments from your program start date.   (Click to see samples of the credit email and text notification.)

I have multiple accounts, will I get the One-Time $20.00 credit for each account?  
Yes.  After 12 months of consecutive electronic billing and Bank Draft payments each account will receive the One-Time $20.00 credit.                

Do I qualify to sign up for the eBILL/ePAY Incentive Program IF?  

  • I am not signed up for electronic billing or Bank Draft automatic payment. 
    • YES, simply sign up for electronic billing and Bank Draft automatic payments.       
  • I am already signed up for electronic billing but not Bank Draft automatic payment. 
    • YES, simply sign up for Bank Draft automatic payments.
  • I am already signed up for Bank Draft automatic payment but not electronic billing. 
    • YES, simply sign up for electronic billing.
  • I am already signed up for electronic billing and Recurring Credit Card payments.   
    • YES, simply change your payment method to Bank Draft automatic payments.       
  • I am already signed up for Recurring Credit Card payment but not electronic billing.    
    • YES, simply change your payment method to Bank Draft automatic payments and electronic billing.

I’m already signed up for Electronic Billing and Bank Draft automatic Payments, do I qualify for the $20.00 incentive?  
Thank you for participating in both of these great programs.  Unfortunately, you will not be eligible for the program.  The program is designed to attract new participants to our electronic billing and automatic bank draft programs.  

Do both Residential and Commercial accounts** qualify for the eBILL/ePAY Incentive Program?
Yes.  Residential and Commercial accounts both qualify for the incentive program.   

**NOTE:  Accounts designated as Master Billed or Resident Landlord, do not qualify for the incentive program.  (Master accounts are multiple addresses that are billed on one single bill.  Resident Landlord accounts automatically activate services in the Landlord name when a tenant moves out).

What if I transfer my utility services from one City of Mesa address to another, will eBILL/ePAY Incentive Program transfer?  
If you transfer your utility service(s) from one City of Mesa address to another, your eBILL/ePAY Incentive Program will transfer with the original program start date from the other account.  

Why would I be cancelled from the program?  
You could be cancelled from the program and not receive the $20.00 credit for the following reasons:

  • You cancel electronic billing and go back to receiving a paper bill monthly
  • You cancelled the Bank Draft automatic payment program
  • You turned off your utility service and moved out of the City of Mesa utility territory  
  • Your account was disconnected for non-payment 
  • If a payment is made on the account using another method of payment other than ePAY Bank Draft Automatic payment.  (ex. credit card, cash, check by mail or check in a Business Office, money order, electronic transfer payment from a bank)  

Will I receive a notification if I am cancelled from the program?  
Yes. You will receive a “Program Cancellation” letter email or a “Cancel” text notification.  Both notifications will contain one of the following “Cancel” reasons:

  • Moved out – The customer requested turned off of services at their address and moved out of the City of Mesa service territory
  • Not eBILL – The customer changed back to receiving a monthly paper bill instead of an electronic bill
  • Not ePAY – The customer cancelled the Bank Draft automatic payment program   
  • Invalid Paycode – The monthly bill was paid using another type of payment (i.e. the payment was not made using the Bank Draft automatic payment process)  

 

If you have additional questions, please feel free to contact a Customer Service Representative by calling 480-644-2221 or contact us through our web address: online.utility.requests@mesaaz.gov. Representatives are available to assist you Monday through Thursday 7:00 a.m. to 6:00 p.m.  

 
Representatives are available by phone 7:00 am until 6:00 pm Monday-Thursday (closed Friday)

480-644-2221
1-866-406-9659

Toll Free: Outside local calling areas only.
 
E-mail CustServ.Info@mesaaz.gov (please do not send sensitive information such as credit card or social security numbers)