About 500 Everett utility customers are double-billed

EVERETT — About 500 of Everett’s utilities customers were double-billed in October for water and sewer service.

“I paid my bill on Oct. 20 over the phone with my debit card,” said Lowell resident Sylvia Peacock. “A week later the same amount came out of my account.”

Her bill was $106.34, times two for the extra billing.

Her problem is shared by other residents who also got double-billed.

Everett Public Works spokeswoman Kathleen Baxter said the city is aware of 485 customers who were hit with a second withdrawal. The list includes people both on a flat rate and on metered utilities.

“Anyone who paid their bill online on Oct. 20 using credit card or debit could have been double-billed,” Baxter said.

This is the first time this has happened with Everett’s online system, she said.

The problem seems to stem from how the city processes online payments. The file of customer names and payment information for that date was sent twice to the city’s vendors that process online payments.

The city’s billing vendor is FIS Global, while Elavon Merchant Services processes credit card payments, Baxter said.

Everett officials are talking with both companies to find out how the error occurred and how to fix it.

In the meantime, FIS Global was sending emails to banks Monday to correct the mistake, Baxter said. It will take three to five business days for the banks to refund the money.

That still leaves some people in the lurch.

Peacock said she was told that the city was working on reversing the erroneous charges, but she’s still waiting almost a week after she first reported the error.

“I don’t think that’s satisfactory. Where has this money been all this time?” Peacock said. “$100 is $100.”

Baxter said if the delay causes problems, the city would work with customers on a case-by-case basis to resolve the problem more quickly.

“What I would encourage people to do is to call and talk to us,” Baxter said.

More information about utility services is online at everettwa.gov/619/Utility-Services. The customer service line is 415-257-8999.

Chris Winters: 425-374-4165; cwinters@heraldnet.com. Twitter: @Chris_At_Herald.