UPDATE News Release - Utility Billing Issue

NEWS RELEASE AS OF 2/26/2020 10:00 a.m.

Public Notice for Utility Customers

On February 18th, 2020 the City and Borough of Wrangell ran the automatic recurring payments. As reported on February 20th, some utility payment customers had a duplicate payment taken out of their checking account.

We originally reported that those customers who have their automatic utility payments coming directly out of their checking accounts (echecks), would see the credit to their checking account by Tuesday, February 25th.

NCR (our payment processing center) has issued the refunds however, they are now reporting that customers will not see that refund for 3 to 4 days. We understand the frustration that this delay has caused and sincerely apologize.

As reported on February 20th, customers who have incurred fees due to overdraft on their account will be reimbursed by our payment processing center, NCR.  NCR will need bank/card statement showing the fee as well as the checking information as they will reimburse via ACH (Automated Clearing House).  Please email your statement to help.payments@ncr.com.  If you prefer to provide checking information verbally, you can call 866-756-6041 or ask for a return phone call when you email your bank statement. 

----------------------------------------------------------------------------------------------------------------

NEWS RELEASE AS OF 2/20/2020 1:10 p.m.

The City’s Utility Billing system allows for utility customers to have their monthly Utility Billing payments automatically withdrawn from their checking account or a credit card.  

For the February 20, 2020 payment cycle, there were 84 customers who were double charged. To be clear, they were not over charged, but the amount that was taken out of their bank account or credit card account, was doubled.

Of course, this was a mistake and the company that the City works with to provide this service to our customers is correcting their error.

Those who use have their utility payment come out automatically from their checking account, will see the reimbursement into their bank account no later than Tuesday, February 25th.

Those customers who have their utility payment come out automatically by credit card, will see the reimbursement to their credit card by tomorrow, February 21st.

The City’s Finance department has contacted those customers who are affected. If you have not been contacted, and you see that you were double charged, please contact the Finance Department at City Hall (907)874-2381.

We apologize for the inconvenience that this has caused.