Refunds processed for contractor’s utility billing errors
Contact: Jim Wedding, Revenue Manager, 962-2703
Approximately 155 Loveland utility customers are receiving refunds of amounts they were double-billed because of a technical error by the contractor that performs third-party credit card payment services for the City.
The mistake by the contractor operating under the business name Authorize.Net caused some utility payments processed during September to be withdrawn again from customer accounts on Oct. 17 or 18.
The company has traced the error to a computer system upgrade performed on Oct. 17, and reports that the incident affected more than 30,000 of its nationwide clients who use Authorize.Net as their credit card billing gateway. The company then emailed affected customers with contact information for assistance.
The Loveland Utility Billing Division has received numerous calls regarding the double charges, many from customers who were not able to obtain satisfactory answers to their questions from Authorize.Net.
Authorize.Net on Oct. 21 sent another email to affected customers that describes the refund process, and a process they are developing to reimburse any resulting fees.
Upon request, the City’s Utility Billing Division will provide customers with explanatory letters, as well as copies of the Authorize.Net notice, to present to their banks if necessary. Should any bank elect not to waive overdraft or other associated fees and Authorize.Net fails to do so, the City will guarantee payment of those fees.
The City regrets the inconvenience, and will work individually with any of our utility customers to resolve any issues that remain. Customers who have questions can contact the Utility Billing Division at 970-962-2111.