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Chatham County Utilities New Online Customer Portal and Billing System

Post Date:02/27/2019 2:00 PM

We are excited to announce that Chatham County Utilities will be implementing a new billing and online payment system in the beginning of March 2019.  Below are some important changes and improvements that come with this conversion.

Online Terminal: Customers will have the ability to pay their bills on our new Citizen Self Service (CSS) terminal starting March 13th.  We will send another notice with bills issued 04/01/2019 as these will be the first bills issued from the new billing software and viewable on the online terminal.  The online terminal will also show up-to-date balances, not just the amount billed at the beginning of the month.  There also are links under the resources tabs to our online forms (transfer service application, termination request form, bank draft authorization, or leak adjustment claim form)

There will be a link on our main website to the terminal or you can find the CSS terminal website at: https://ess.chathamnc.org/MSS/citizens/UtilityBilling/Default.aspx

Account Number Changes: With the conversion to the new billing system, we had to reformat your account numbers.  Previously the account number was a combination of your customer ID (first 4-5 digits) and your location ID (last 4-5 digits) separated by a dash.  Those numbers are staying the same but will be reversed and one will be noted as your account number (previously location ID) and one will be noted as your CID (previously customer ID) for payment purposes.  Ex. your account number was 10001 (customer ID) - 20002 (location ID) and it will now be noted as account number 20002 and CID 10001.  This is extremely important for our customers who send their payment through bank bill pay and have this number saved.  You will want to be sure to change this information for any payments sent after March 1st at your bank bill processor website.  Customers currently on auto-draft will not be effected.  You will need to use your account number and CID to view & pay your bills online.

Bills Reformatted:  The bills issued on 04/01/2019 will also show our new and improved billing format.  The mailed bills will now match the bills emailed to customers who setup e-notification billing.  These bills from April forward will also be available on the online CSS terminal.  If you wish to setup e-notification billing that can also be done on our new CSS online terminal.

The Chatham County Utilities Department is always working to improve our customer service processes.  We apologize for any inconvenience this new upgrade causes our customers and we appreciate your cooperation and patience during this transition period.

Please do not hesitate to contact us with any questions or concerns at watershop@chathamnc.org or 919-542-8270.