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Frequently Asked Questions for Credit Card / Debit Card Service Fee

What is the credit card/debit card service fee?
Beginning March 12, 2018, a service fee of 2.37% will be collected by a third party from City of Mesa customers paying with a credit card or debit card for certain City services, including utility bills, Development Services fees such as building permits, and fees collected at Falcon Field Airport. The 2.37% fee will be assessed on the total amount being charged to the customer’s credit card or debit card. The rate is established by the third-party processor and is subject to change. The City of Mesa does not receive any part of the service fee.

Why is the service fee being implemented?
Currently, the City pays approximately $1,200,000 annually in credit card and debit card fees on utility payments alone. The service fee shifts the cost of using a credit card or debit card to those customers who choose to use this payment method.

How is this a service fee as opposed to a convenience fee?
This is a service fee because it is being implemented to offset the expenses incurred by the City to process credit card and debit card payments. A convenience fee is charged for the “convenience” of being able to pay using an alternative payment channel outside the customary payment channel.

How much money will the City save by implementing the service fee?
This new credit card and debit card service fee is expected to save approximately $300,000 in Fiscal Year 2017/2018 and $1,200,000 annually thereafter.  The money saved stays in the general fund as part of the City’s operating budget which includes services such as police, fire, transportation and parks maintenance.

What happens if I pay by cash or check?
Customers who pay by cash, check or electronic check will NOT be assessed the service fee.

What are my other payment options?
Other payment options include checks, Electronic-checks (through your financial institution) or cash. Payments can be made online, through our Interactive Voice Response (IVR) system, with an agent over the phone or in person at one of our Business Office locations.

I am a utility customer who uses my credit card for automated/recurring payment. How can I switch to my bank account?
Credit card and debit card customers who currently use Credit Card SurePay can switch to BankDraft SurePay at no charge. This involves setting up a checking or savings account to pay utility bills and other City charges to avoid the 2.37% fee.  The change can easily be made online by logging into “My Utility Account,” https://cis.mesaaz.gov, or by online form at https://secure.mesaaz.gov/custserv/surepay.aspx, and by phone through our contact center.

Is my privacy protected if I make the conversion from using a debit/credit card to a bank account?
Yes, the SurePay system is a secure website. The City of Mesa is committed to maintaining your online privacy and the confidentiality of personal information you may provide while interacting with us online. The City does not intentionally disclose any personal information about our users to any third parties except as required by law and to the extent required to process your request for services or information.

If I continue to use a credit card or debit card, what types does the City accept?
The City of Mesa accepts Visa, MasterCard and Discover. The City will no longer be accepting American Express starting March 12th. All card payments will be assessed a service fee.

If my payment needs to be refunded or reversed, will the service fee be refunded?
The service fee is not refundable.

How does Mesa compare to other valley cities and agencies that charge fees?

  • The Town of Gilbert has a 2.68% surcharge on Development Services fees
  • The City of Scottsdale charges a $1.95 per transaction convenience fee on utility payments
  • SRP charges a $1.90 per transaction convenience fee
  • Southwest Gas has a $2 per transaction convenience fee
  • APS has a $2.95 per transaction convenience fee

Have additional questions?  Please email us at servicefee@mesaaz.gov