High call volumes delay customer service

High call volumes delay customer service
Posted on 04/06/2022

El Paso Water’s Customer Service Department is experiencing higher call volume than normal, resulting in longer wait times.

We apologize for the delay and appreciate your patience. If you are calling about a significant increase in your recent water bill, it may be because of the following:

  • On March 2, EPWater launched its new customer information system. To transition to the new system, the February billings were completed a week earlier. Meter readings reflect fewer days, resulting in reduced water bills for most customers in February’s bill.
  • The final meter readings from February are included in the March bill, one of the reasons for higher bills this month.
  • The other reason is because of the rate increase approved in January went into effect March 1, which is reflected in current water bills. A 9% increase in water rates, 13% increase in wastewater rates and 9% increase in stormwater fees was approved. Monthly water, wastewater and stormwater charges will increase by $6.37 for the typical residential customer.
  • Additionally, many customers were inadvertently overcharged for Environmental Services Department charges and EPWater stormwater fees. EPWater will correct these charges and fees, and the affected customers will see a credit on a future bill in the next two to six weeks.

Also, customers’ average winter consumption will be reflected in April’s water bill. The transition to the new customer information system resulted in the delay.

We temporarily suspended disconnections as customers and EPWater transition to the new customer information system. The new My Account one-stop shop at epwater.org offers multiple self-service options in English and Spanish. We encourage our customers to take a look.

Please bear with us as we deal with the challenges of being understaffed. Before you call, please refer to the My Account portal’s Frequently Asked Questions. Also, customers may email [email protected]. To process the request faster, please include service address, account number if possible and specific subject lines, such as the following:

  • Leak Adjustment Request: Please include proof of repair (such as plumber’s receipt for parts purchased), PIN (last 4 digits of SSN), Tax ID if customer is a business.
  • Account Access: Include account number or email address.
  • Start New Service: Responses may be delayed up to four business days. 
  • Stop Service: Responses may be delayed up to four business days. 
  • Transfer Service: Responses may be delayed up to four business days. 
  • Install Meter: Include Tax ID, mailing address, company name, email address, phone number.
  • Billing Issue: Include account number or service address, PIN (last 4 digits of SSN), or if a business, last 4 digits of Tax ID.
  • Payment Plan: Include service address or account number, PIN(last 4 digits of SSN), or if a business, last 4 digits of Tax ID and provide dates when full balance will be paid.
  • Payment Arrangements: Include service address or account number, PIN (last 4 digits of SSN), or if a business last 4 digits of Tax ID.

We thank you for your patience.    

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