We’re delighted to serve you as our customers. Please read these FAQs – you may get your question answered before you have to call us.
What is the Online Account Information Service?
SouthWest Water’s Online Account Information service lets you access certain information about your customer account via a secure website. You’ll see the date and amount of your last payment along with the total of your current bill and your due date. Additionally, customers of select utilities may proceed to the next step and pay their bills online with a major credit card. For this service, SouthWest Water partnered with Paymetric and Vantiv— major national providers of payment processing.
How secure is my personal information and my bill payment?
All transactions are processed through a secure website and all data transactions are encrypted. Any personal information you enter (like you name, address, credit card number, etc.) will be used only for the particular one-time transaction and will not be saved on our system or shared for any other purpose.
Is my account eligible for online bill pay service?
Customers of SouthWest Water-owned utilities in California, Oklahoma, Texas, and South Carolina: Customers are all eligible for the online bill pay service.
Customers of SouthWest Water-owned utilities in Alabama: Some customers are eligible for the online bill pay service. Refer to your utility’s page for more information.
Is there a fee associated with the online bill pay?
Customers of SouthWest Water-owned utilities don’t pay a processing fee. Viewing your account information (amount due, due date and last payment information) is free of charge.
Once I made my payment online, can I cancel it?
Once your payment is processed online, the transaction cannot be canceled. The amount you selected to pay will be credited to your account.
How long does it take for my payment to be credited to my account?
The payment will be credited to your account within one hour.
What do I do if you have not received or credited my payment?
If you believe that you’ve made your payment and the credit is not reflected on your bill, please contact our customer care representatives for assistance.
Can I schedule my payment in advance?
We do not offer this service at this time.
What forms of payment can I use with this online service?
Our credit card processing vendor enables us to accept both MasterCard and Visa credit and debit cards.
What do I do with the part of the printed bill stub that I used to mail back with my payment?
If you’ve made your payment online, we don’t need the stub. You may want to keep it for your own records and write your confirmation number on it.
How do payments show up on my credit card statement?
Your online bill payment will appear on your credit card statement under the name of your utility, e.g. Diamond Utility or Hays County MUD #5.
The address you have on file for my account is incorrect. What do I do?
If your mailing address has changed, please contact our customer care representatives with the correct information and we’ll update our files.