Greater Cincinnati Water Works

 

GCWW recently changed its online bill payment options. As of January 4, 2024, customers pay the payment-processing costs connected to using debit and credit cards to pay their utility bills. The transaction fee is added to cover transaction-processing costs for over-the-phone payments, one-time “guest” web payments, and credit and debit card payments.

Several free payment options remain available (with no transaction fee), including payments made directly from your savings or checking account through your enrolled GCWW portal account (portal.mygcww.org), using your own bank’s online bill-paying feature, or mailing in a check/money order.

Question: What is GCWW’s Transaction Fee?

Answer: A non-refundable, flat-rate processing fee of $1.90 for residents and $9.95 for businesses, added by the payment processor to cover transaction costs for over-the-phone payments, one-time “guest” web payments, and credit and debit card payments.  The payment processor collects and retains this cost, and GCWW does not benefit from or receive any part of the fee. 

Question: When will the Transaction Fees start?

Answer:  The payment processor will begin assessing Transaction Fees on January 4, 2024. 

Question: Which methods of payment are not assessed a Transaction Fee?

Answer: Several free payment options will remain available with no Transaction Fee, including checks that are mailed in; payments made directly from your savings or checking account through your enrolled GCWW portal account (portal.mygcww.org); or using your own bank’s online bill-paying feature.

Question: Why is the change in Transaction Fee being implemented?

Answer: To keep water rates as low as possible, GCWW is no longer absorbing the payment processor costs, which were then paid by all customers, including those who don’t use those services.  A survey of other utilities in our area revealed that the customer typically pays the Transaction Fee associated with their choice of payment method. 

Question: Will transactions be capped due to the fee structure?

Answer: Yes. All transactions through the on-time web “guest” portal and phone payments will be capped at $1,000 for residents and $10,000 for businesses. If your payment exceeds the cap, you will have to make multiple transactions and be assessed a Transaction Fee for each. To avoid the caps and multiple transaction fees, you can pay on your GCWW portal account (portal.mygcww.org) by entering your bank account information.

Question: Will this change impact my AutoPay?

Answer: Yes, but only if you are enrolled in GCWW’s AutoPay with a credit or debit card. GCWW will no longer offer an AutoPay option for credit and debit cards, effective January 4, 2024. To remain enrolled in the AutoPay option, please log into your GCWW portal account (portal.mygcww.org) to change your payment method to electronic check. 

Question: Can I set up AutoPay with my debit or credit card?

Answer: No. Effective January 4, 2024, GCWW will only support an AutoPay option using electronic check on your GCWW portal account (portal.mygcww.org). 

Question: Why am I assessed a Transaction Fee when I pay with electronic check over the telephone?

Answer: Effective January 4, 2024, the payment processor transaction fee will apply to all over-the-phone payments regardless of payment method. To make a payment for free, you may pay directly from your savings or checking account through your enrolled GCWW portal account at portal.mygcww.org.  

Question: Will I be assessed a Transaction Fee on my PromisePay pay plan?

Answer: Yes. Effective January 4, 2024, PromisePay will begin assessing a Transaction Fee for each payment including payments made by electronic check, credit/debit card, Apple Pay, Google Pay, and Venmo.

Question: Why is PromisePay now assessing Transaction Fees?

Answer: To be consistent with all utility transactions and to keep rates low, PromisePay will assess Transaction Fees so GCWW no longer has to incur the expense of processing payments – a cost that is then shared by all customers, including those not enrolled in a payment plan. 

Question: What are the Transaction Fees for PromisePay?

Answer: PromisePay Transaction Fees are $1.50 for electronic check; $3 for credit or debit cards, Apple Pay and Google Pay (unless the payment is more than $150, then the fee will be 3% of the payment); and $3.50 for Venmo (unless the payment is more than $150, then the fee will be 3% of the payment).