- We recently identified an issue with our phone system that affected some customers during peak call volumes. Calls on hold for about fifteen minutes were unintentionally dropped, leading to concerns that calls were being disconnected. Please be assured that this was not our intention.
To resolve this, we have added more phone lines with enhanced call management. Our updated system now includes a “call-back” feature, allowing you to hold your place in line without waiting on hold, so we can provide prompt responses to your service-related questions or concerns.
Additionally, we are expanding our customer service team to offer even better support. We appreciate your patience and understanding as we work through these improvements to serve you more effectively.
For general inquiries, please continue to reach us on our main line, 956-430-6100. However, we encourage you to use our new customer service number, 956-406-8001, to take advantage of these new features.
***
Recientemente identificamos un problema con nuestro sistema telefónico que afectó a algunos clientes durante los volúmenes pico de llamadas. Las llamadas que estuvieron en espera durante unos quince minutos se cortaron involuntariamente, lo que generó inquietudes de que se desconectaran. Tenga la seguridad de que esa no era nuestra intención.
Para solucionar esto, hemos agregado más líneas telefónicas con administración de llamadas mejorada. Nuestro sistema actualizado ahora incluye una función de "devolución de llamada", que le permite mantener su lugar en la fila sin esperar en espera, para que podamos brindarle respuestas rápidas a sus preguntas o inquietudes relacionadas con el servicio.
Además, estamos ampliando nuestro equipo de atención al cliente para ofrecer una asistencia aún mejor. Apreciamos su paciencia y comprensión mientras trabajamos en estas mejoras para brindarle un servicio más efectivo.
Para consultas generales, continúe comunicándose con nosotros a nuestra línea principal, 956-430-6100. Sin embargo, le recomendamos que utilice nuestro nuevo número de atención al cliente, 956-406-8001, para aprovechar estas nuevas funciones.
Announcement Board
Over the past few months, we have been informing our customers about the transition to a new billing system, which went live on September 9, 2024. Unfortunately, the launch has presented unforeseen challenges. Our team is working closely with the software provider to resolve these issues and restore smooth and efficient operations as quickly as possible.
We understand the frustration and inconvenience this has caused, and we kindly ask for your patience and understanding while we work to fix the situation.
Here are some of the challenges we are currently facing:
- High Call Volume: Our phone system is receiving over 600 calls a day, far exceeding its capacity. If you experience dropped calls after being placed on hold, please know that this is an automated system error and not the fault of our staff. Many calls are being routed to other departments that are unable to address specific billing questions, but Customer Service will return any messages left for assistance.
- Billing Inaccuracies: Some customers are encountering issues with incorrect charges or missing payments on their accounts.
- Access Issues: There have been difficulties accessing billing statements and retrieving payment history online.
- Delayed Payment Processing: Payments are not being processed as promptly as expected.
- Customer Portals: There are currently two different customer portals, which is creating confusion. We apologize for this and are working to streamline access.
Rest assured, as long as your bill is paid on time, no disconnections will occur, and any late payment penalties will be reimbursed.
However, we are aware that some customers are still receiving past-due notices despite having made payments. This is a system issue we are currently addressing in collaboration with our new software provider, and we are working diligently to resolve these discrepancies.
Our team at Harlingen Waterworks is committed to providing you with the answers and support you need, especially regarding payments and navigating your new account portal. For smoother payment processing, please visit hwws.com, where you can use your new account number to make payments by following the following prompts.
We will keep you informed if any additional issues arise.
Thank you for your understanding and support.
Sincerely,
Harlingen Waterworks Team
***
Estimado Cliente Valorado de Harlingen Waterworks,
Durante los últimos meses, hemos estado informando a nuestros clientes sobre la transición a un nuevo sistema de facturación, el cual se implementó el 9 de septiembre de 2024. Lamentablemente, el lanzamiento ha presentado desafíos imprevistos. Nuestro equipo está trabajando estrechamente con el proveedor de software para resolver estos problemas y restablecer operaciones fluidas y eficientes lo antes posible.
Entendemos la frustración e inconveniencia que esto ha causado, y amablemente pedimos su paciencia y comprensión mientras trabajamos para solucionar la situación.
Aquí están algunos de los desafíos que estamos enfrentando actualmente:
- Alto Volumen de Llamadas: Nuestro sistema telefónico está recibiendo más de 600 llamadas al día, superando su capacidad. Si experimenta llamadas cortadas después de estar en espera, por favor sepa que esto es un error del sistema automatizado y no por parte de nuestro personal. Muchas llamadas están siendo redirigidas a otros departamentos que no pueden atender preguntas específicas sobre facturación, pero el Servicio al Cliente devolverá los mensajes que se dejen para asistencia.
- Inexactitudes en la Facturación: Algunos clientes están encontrando problemas con cargos incorrectos o pagos no registrados en sus cuentas.
- Problemas de Acceso: Ha habido dificultades para acceder a los estados de cuenta y al historial de pagos en línea.
- Retrasos en el Procesamiento de Pagos: Los pagos no se están procesando con la prontitud esperada.
- Portales de Cliente: Actualmente hay dos portales de cliente diferentes, lo que está causando confusión. Lamentamos este inconveniente y estamos trabajando para simplificar el acceso.
Ten la seguridad de que, mientras tu factura esté pagada a tiempo, no se producirán desconexiones y cualquier penalización por pago atrasado será reembolsada.
Sin embargo, somos conscientes de que algunos clientes siguen recibiendo avisos de pagos vencidos a pesar de haber realizado los pagos. Esto es un problema del sistema que estamos abordando en colaboración con nuestro nuevo proveedor de software, y estamos trabajando diligentemente para resolver estas discrepancias.
Nuestro equipo en Harlingen Waterworks está comprometido a proporcionarte las respuestas y el apoyo que necesitas, especialmente en lo que respecta a los pagos y la navegación de tu nuevo portal de cuenta. Para un procesamiento de pagos más sencillo, por favor visita hwws.com, donde puedes usar tu nuevo número de cuenta para realizar pagos siguiendo las indicaciones.
Le mantendremos informado si surgen problemas adicionales.
Gracias por su comprensión y apoyo.
Atentamente,
Equipo de Harlingen Waterworks
New Phone Number Added
Follow the link to see guides and a short video on how to pay your bill online and through the phone.
What's New?
Temporary Lobby Hours
Follow the link to see guides and a short video on how to pay your bill online and through the phone.
What's New?
Guides for online and phone payments
Follow the link to see guides and a short video on how to pay your bill online and through the phone.
What's New?
What's New?
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