FATHOM Billing & Customer Service FAQ
The City of Melissa has approved the selection of FATHOM to provide utility billing and customer care services. This partnership will provide you increased online functionality, and more information about your water usage to help you make better water management decisions.
FREQUENTLY ASKED QUESTIONS:
Will I have a new billing account number? Yes, your newly designed City of Melissa utility bill will include new customer and account numbers that will be displayed in the top right corner of your new bill. You will need to use these numbers to process a bill payment on-line or by phone. You may contact the FATHOM or City of Melissa Utility Billing for this new customer and account number or it will be included in your bill received in November.
Will my bill look different? Yes, the new bill will be printed in blue ink and will include your water usage graph, a detailed list of charges, and various water account and conservation messages. Included with your first bill will be an insert detailing the new bill print format.
Will I be able to make automatic or online payments? Yes. However, you must use your new customer and account numbers. More detailed information on enhanced payment options will be included on the back of your new bill. Once you have that number, you can sign-up for an online account at https://melissa.gwfathom.com.
NOTE: Beginning with your bill received in November, you will be assessed a convenience fee of 2.8% or $1 (whichever is higher) by the credit card processor should you continue to pay your bill by credit/debit card (both one-time and recurring).
This is not a fee charged by the City of Melissa or our Customer Care partner FATHOM, but rather this fee is passed through DIRECTLY from the credit card processor to the customer at the time of the transaction.
Why will there be a 'convenience fee' for credit card payments?
Currently and in the past, all credit card processing charges have been absorbed by the City and the expense must be calculated as part of the annual water and wastewater rates. What this means is that all customers, whether they pay by credit card or not, have been paying for those that utilize this convenience.
At the time of Council's approval of this ordinance on June 22, 2015, approximately 56% of our utility billing customers paid their monthly bill using a credit card with the convenience fees associated with these credit card payments, exceeding $65,000 for this past fiscal year and projected to approach $100,000 in the next year or so.
With the percentage of those paying by credit card continuing to increase and as a matter of equity, along with the timing of switching to a new system, City Council determined it was appropriate to pass those costs for credit card processing onto those customers who choose to use this form of payment.
Can I still pay my bill in person? Yes, the city staff will continue to accept payments at their office located at Melissa City Hall, 3411 Barker Avenue, during normal business hours of 8 a.m. to 12 p.m. and 1:30 to 5 p.m., M-F. Note that the curbside drop box in front of City Hall will remain an option for after hours payment drop off.
Is there a new mailing address that will come with the new bill? Yes, there will be a new address where you mail in your payment, which will be preprinted on the remittance coupon included on your bill. Simply complete the coupon and mail it back in the return envelope provided with your payment.
Do I need to make any changes to my existing auto payment options?
Is there a new phone number to reach customer service? Yes. Customer care representatives will be available to answer calls between 8 a.m. to 5 p.m. M-F; at 855.266.4941.
- ACH: if you are currently signed up for ACH (Automatic Clearing House), then you do not need to make any updates.
- Recurring credit card: due to PCI compliance rules, if you are currently on recurring credit card payments, you will need to re-enroll with FATHOM (See note above).
- Bill pay: if you are currently signed up with your bank for electronic bill payments, it is very important that you select the new billing address in your bank’s online bill pay. If you do not select the new address, your payment will be delayed in being received. You will also need to update the payments with your new customer and account numbers that will be displayed in the top right corner of your new bill.
- Paperless billing: your current set up will not carry over to fathom. To sign up, visit https://melissa.gwfathom.com, available beginning October 2nd, and click on the “go green” tab.
Customer letter mailed week of September 8, 2015
If you have a question not addressed here, please email firstname.lastname@example.org and we will be glad to help!