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1. I currently use Click2Gov to access my CVWD account information. How will I switch to Paymentus?

You will receive an e-mail from Paymentus Corporation, the new vendor for online payment services.  The e-mail will come from billNotif@paymentus.com and will contain the following information you need:

1. The link to the new customer payment portal;
2. Your user name (which will be the e-mail address you use to log in to Click2Gov or your e-bill notification e-mail address ); and
3. A temporary, one-time use password.

Once logged in with the temporary password, you will need to update your password. The CVWD account(s) currently associated with your Click2Gov profile will be in your Paymentus profile, along with AutoPay information, and paperless billing options.  For security purposes, customers will be required to enter any payment methods stored in the wallet feature.

2. When will this change take place?

CVWD plans to switch to Paymentus on July 25, 2017.

3. What services will be provided by CVWD’s new online payment service?

CVWD’s new service is an all-in-one, user-friendly system providing a number of convenient services. CVWD will offer secured payments through the Paymentus payment portal using: Visa, Mastercard, Discover, American Express, and eCheck as well as the following services:

1. AutoPay
2. Pay by text
3. Pay by phone
4. Stored Payments methods
5. Paperless billing via email and text
6. Copies of bills and payment history
7. One time payments without logging in

4. I am currently on e-billing. Will I continue to receive e-bills?

Yes.  The main e-mail address on each account receiving e-bills currently will continue to receive e-bills. During the transition period, you will receive e-bills from the new service (Paymentus) and the outgoing service (Click2Gov) to ensure you are receiving their bills from the new system.

5. What are the charges to use this service?

Customers do not pay a fee to use this service. The system is free. While many utilities have contracts that permit the credit card processor to charge up to $3.95 per credit card transaction, CVWD will absorb the cost and has negotiated a far lower rate that will save our customers over $300,000 annually in credit card transaction fees.

6. Will I still get the information that used to come with my paper bill?

Yes. A duplicate of your bill in PDF format, including bill inserts, is available as part of your account profile.

7. Is my personal data secure?

Yes. Data and credit card information are secured with full Payment Card Industry (PCI) data security. Your credit card information is not stored by CVWD or accessible by our staff.

8. Why is CVWD making this change?

CVWD is pleased to offer our customers an easier way to pay bills and manage your account as part of our ongoing efforts to provide excellent customer service. Many customers have expressed a desire for a new payment portal that includes a more user friendly format, online copies of bills, cleaner e-bill messages, and improved e-billing options. This new service meets those needs.

9. How do I get additional information?

For additional information, or if you have any questions, please e-mail CustomerService@cvwd.org or call our Customer Service Department at (760) 391-9600 Monday – Friday from 8:00 a.m. to 5:00 p.m.