- Dear Valued Customer,
Starting October 3, 2024, we will be closing our front lobby after 2pm until further notice.
The lobby will remain open for payments only, and drive-through services will also be available for payment processing.
For assistance, please email us at cs@hwws.com.
We apologize for any inconvenience this may have caused.
***
Estimado cliente:
Desde el 3 de octubre de 2024, cerraremos nuestro lobby principal después de las 2 p.m.
El lobby permanecerá abierto solo para pagos, y los servicios de autoservicio en el drive-through también estarán disponibles para procesar pagos.
Para obtener asistencia, envíe un correo electrónico a cs@hwws.com.
Pedimos disculpas por cualquier inconveniente que esto pueda haber causado.
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
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.
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