Frequently asked billing questions:
Q: Why does my e-mail show a different balance than what is actually on my account?
A: The e-mail shows an invoice summary which is only showing you what you are being billed for the current month. To view the account balance, please view the invoice that is attached to the email.
Q: Why doesn’t my invoice show my recent account activity?
A: If you would like to receive a one time statement to show recent account activity, please contact us.
Q: I am having problems paying online: I can’t seem to set up my account.
A: Please make sure that you are spelling your name as it appears on the invoice, are inserting the date correctly as directed, and are matching the invoice amount to the invoice number (if you have more than one invoice on your account, your invoice will show you your total account balance- but you must insert the amount billed on that invoice, and not the total account balance). If you are still unable to set up your account, please contact us.
Q: I am having problems paying online: I can’t get my payment to go through.
A: Your payment is processed through a private and secure third party, so we do not have access to the details as to why your payment was declined. We can only suggest that you confirm your information was entered correctly, contact your card holder to make sure there are no problems with the card, or try the payment again later. If you are still having problems, we apologize for any inconvenience but you will have to remit your payment by calling in to our office to try to process your card over the phone or send in a payment by mail.
Q: I updated my card online, why didn’t it update my automatic payment?
A: Since the online payment system is through a third party, this information is not linked to the card information we have on file in our system. To update your card information, please fill out and return a credit card form to our office.
Q: I updated my e-mail address with the online payment system, but I still get invoices and payment receipts to my old address.
A: Since the online payment system is through a third party, this information is not linked to the information we have on file in our system. To update your email address on file, please contact us.
