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Water Bill Updates

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South Pasadena water customers will soon be served by a new billing company, Munibilling, after the sudden closure of Fathom (formerly Global Water). The City Council approved the new contract Wednesday, Nov. 20.

There will be no change in the rates charged to customers and no interruption in water service.

South Pasadena operates its own water utility staffed by City employees, but contracts for billing services. We were only notified last week that Fathom was ceasing its business operations at the end of November. It was unfortunate that Fathom chose to wait until the 11th hour to inform us they were closing. However, we were able to quickly find a qualified new vendor. We anticipate a smooth transition as Munibilling steps in.

South Pasadena water customers will soon be served by a new billing company, Munibilling, after the sudden closure of Fathom (formerly Global Water). The City Council approved the new contract Wednesday, Nov. 20.

There will be no change in the rates charged to customers and no interruption in water service. 

South Pasadena operates its own water utility staffed by City employees, but contracts for billing services. We were only notified last week that Fathom was ceasing its business operations at the end of November. It was unfortunate that Fathom chose to wait until the 11th hour to inform us they were closing. However, we were able to quickly find a qualified new vendor. We anticipate a smooth transition as Munibilling steps in.|

Do I have to cancel my autopay with Fathom?
You do not have to cancel your autopay with Fathom. This information will be automatically cancelled as of November 30, 2019. If your payment was drafted it should transfer to the new system. Please keep proof of payment for your records.

Will my Autopay Automatically Transfer to the new Company?
No, You will have to re-enter your information onto MuniBilling’s platform by phone or online  by clicking here (works best with Google Chrome or Firefox). 

Is my account number the same as Fathom?
No, you will be assigned a new account number with MuniBilling.

How do I access my online account?
You will use your new account as well as an access code that will appear on your bill.

If you have not yet received your bill, but would like to get this information, contact Munibilling at (877) 583-7933.

What if I already paid my bill?
If you already paid your bill through Fathom your next bill should indicate you’ve paid. If your payment was already sent, via post mail to the Fathom PO Box, they will be rerouted to City Hall. If for any reason the balance does not show paid on your next bill, please hang on to your proof of payment.

Note: As a result of this transition, no late penalties will be assessed for 30 days.
 
I haven’t received my bill. I don’t want my water to be shutoff. 
There will be no water shutoffs through the end of the calendar year as the City transitions to the new billing company.    

Where should I pay my bill?
Payments can be made by calling Munibilling at (877) 583-7933, online or by mailing a check to the address below: 

City of South Pasadena
415 Pisgah Church Rd Suite 374
Greensboro, NC    27455

Who do I call with questions about my bill?                                                                                          MuniBilling will handle customer care, they can be reached by phone at (877) 583-7933

For water emergencies after hours or on holidays, please call South Pasadena Police Department Dispatch at (626) 403-7297.