June 06, 2025
Update: Resolution of Text-to-Pay Message Error and IVR Phone System
We want to provide an important update regarding the recent errant text messages and IVR phone system issues related to our Text-to-Pay service.
As previously shared, on June 5, 2025, a processing error during an automated routine file import with our 3rd party payment processing vendor caused duplicate billing records to be combined, resulting in inflated balances being sent to some customers who were signed up for our text-to-pay service.
We’re pleased to report that:
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The issue has been corrected, and our automated phone system (IVR) is now reporting accurate balances.
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All customers enrolled in Text-to-Pay should receive a follow-up text message today (June 6) with their correct updated account balance.
As a reminder:
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No new charges have been added to accounts since May 22, 2025
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Customers may still refer to their paper or emailed bill from the week of May 22 for the correct balance for this billing period
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Accurate account information is also available through our online customer portal, accessible via the “Pay My Bill” links on our website or through the IVR phone system.
We sincerely apologize for any inconvenience this may have caused and appreciate your patience as we worked closely with our vendor to resolve the issue quickly and transparently.
Sincerely,
Iredell Water Corporation
June 05, 2025
Please be advised that an errant text message was sent after business hours on June 5, 2025, by our third-party vendor responsible for Text-to-Pay services. Due to a processing error on the vendor side, this message included incorrect balance information.
If you are enrolled in Text-to-Pay services, please disregard any text message received on June 5, 2025. The most recent accurate billing information was sent on May 22, 2025, and no new charges have been added to accounts since that date.
Customers may refer to the bill they received by mail or email during the week of May 22nd for the correct balance. You can also view your account and balance through our online customer access portal, available via the “Pay My Bill” links on our website.
Please note that our automated phone system (IVR) may also be affected at this time. We are working diligently with our vendor to correct the issue and restore all services.
We apologize for the inconvenience and appreciate your patience and understanding.
Sincerely,
Iredell Water Corporation
