Cuyahoga Falls Mayor Don Walters announced Monday afternoon that the city will be offering extended business hours by appointment for residents who need utility billing assistance during evenings and weekends. To schedule an appointment, contact Utility Billing Manger Zack Jones at 330-971-8232 or Deputy Service Director Teresa Hazlett at 330-971-8240. Customers may continue to come to the Utility Billing office daily from 8 a.m. to 6 p.m.
Additionally, the city has made upgrades to the phone system to help alleviate wait times due to increased call volume, according to a news release from the city. Customers will now be prompted to leave messages so that they do not have to continue to hold. The city asks that customers provide their name, contact information, and account number so that utility billing employees "may be of better assistance" when the call is returned, the press release stated. Calls will be returned within 24 hours or the next business day. Further, late fees will be waived, and service will not be shut off for those that have been affected by the system conversion.
“The system upgrade has been tedious, and I understand the inconvenience that this may have caused our customers,” stated Mayor Walters. “The conversion problems have been fixed, and we are continuing to work to get everyone back on a 30-day billing cycle as the last measure to finalize the transition. As we continue to work through the final stages of the Utility Billing system conversion, please know that we remain committed to providing multiple avenues to address your questions and concerns.”
If customers have additional questions or concerns, they should contact the Utility Billing Department 330-971-8250 or through email at UBDept@cityofcf.com.