Monterey One Water’s utility billing vendor – Automatic Funds Transfer Services (AFTS) – has been the victim of a security/data incident. AFTS has investigated this breach and the company has no knowledge of personal information belonging to Monterey One Water’s customers being accessed or misused.
Unfortunately, due to this incident, AFTS can no longer offer paperless billing or online account access to our customers. Starting with the March billing cycle, all Monterey One Water customers will receive a paper bill, and only a paper bill, via the United States Postal Service, and those customers who had online accounts will no longer have access to them.
This incident does not impact customers enrolled in automatic payments nor does it impact our payment options. To pay your sewer bill, customers still have a variety of options – please see list below.
During this transition period from March–June 2021, impacted customers should not worry about payment penalties. If you incur a late fee and were previously enrolled in paperless billing, please contact our Customer Service Team at 831-372-3367 for assistance.
What’s Next: Exemplary customer service is important to our Agency. Monterey One Water is actively reviewing other paperless billing providers and, as always, is working to ensure a positive customer experience.