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Cuyahoga Falls officials upgrade phone system, extend hours to handle utility billing issues

Published: August 17, 2016 1:51 PM

The following is a message provided by Cuyahoga Falls Mayor Don Walters regarding the utility billing issues that the city is working on:

"On June 13, 2016, the city implemented a major upgrade to our utility billing system. The former 20-year-old system became obsolete, and we were no longer able to receive updates. We needed a new system to serve our customers and improve data security.

Multiple tests were performed to ensure a smooth transition. However, we still encountered technical issues with the software vendor that disrupted the customers' regular billing cycles. As a result of longer billing cycles and consistent hot and humid temperatures, some customers have experienced larger than average utility bills. I understand the inconvenience that this has caused for some customers and for that I sincerely apologize.

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.

I understand that not everyone can contact us during regular business hours, so we are offering extended business hours including evening and weekend appointments for residents who have questions regarding their utility account. 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 are also welcome to come to the Utility Billing office daily from 8 a.m. to 6 p.m.

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We have also made upgrades to the phone system to help alleviate wait times due to increased call volume. Customers will now be prompted to leave messages so that they do not have to continue to hold. We ask that you provide your name, contact information, and account number so that utility billing employees may be of better assistance when your call is returned. Calls will be returned within 24 hours or the next business day.

Additionally, if you questions or concerns or concerns about an inability to pay, please do not hesitate to contact the Utility Billing Department to discuss a payment plan. They may be reached at 330-971-8250 or through email at UBDept@cityofcf.com.

The city remains fully committed to providing our residents with low-cost utilities and top-notch customer service."

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