First, we appreciate your patience as we work through this complex changeover in billing systems. We understand there have been inconvenient delays and glitches during this process. Our staff is working diligently with our vendor to ensure all 20,000 Albany utility customers have accurate and reliable bills and to minimize payment impacts that many of you have felt already. Here are the significant steps we are taking immediately to help reduce impacts on your account:
Temporarily suspending late fees:
We have suspended new late fees and interest charges on all accounts. This is to ensure you aren't charged fees associated with delays and technical issues from this transition that are not your fault. It is a temporary measure until the changeover is finished and does not include any fees or charges that existed in your account unrelated to the billing system conversion. Despite what you may have heard, even if you receive a past-due notice, there is no impact on your credit report. Credit bureaus are only notified on accounts designated as delinquent and sent to collections.
Turning off auto-pay:
During this transition, it is clear that auto-pay in the new system is causing more problems than anticipated. We are temporarily turning off auto-pay in the new system to reduce the chance of unanticipated payments or multiple payments being posted to your bank account. For those customers currently signed up for auto-pay in Util360, the following information will help with this temporary suspension:
- Do you receive a paper bill in the mail? You can still pay the amount shown on your bill via Util360, pay online directly through your bank, call, or in person.
- Did you already sign up for paperless billing? You need to call or email first to determine your current account balance, as Util360 is currently not sending paperless bills. After you have your balance, you can pay via Util360, pay online through your bank, call, or in person.
What you can do:
You should receive a bill each month. If it's been a while since you received a bill, contact our Utility Billing staff. They are working overtime to answer every call, email, and voicemail. They will work with you individually to ensure your account is in good standing.
We recognize that these issues have impacted many customers who have consistently and responsibly paid their bills on time. We sincerely apologize for the inconvenience of this transition.
We hope to resolve most of these issues in the coming weeks and that, in the end, we will be able to deliver an improved billing system that gives you more information about your account and more options for payment, as promised.
Thank you again for your patience, and don't hesitate to contact Utility Billing at:
- Email:
This email address is being protected from spambots. You need JavaScript enabled to view it. (Include your account number or service address) - Call: 541-917-7547 (M-F, 8:00 - 10:00 am or 11:00 am - 4:30 pm)
- In Person: 333 Broadalbin St SW, 1st floor (M-F, 8:00 - 10:00 am or 11:00 am - 5:00 pm)
