July 10, 2025
Important Notice Regarding Your July 2025 Water Bill Bank Draft
Bank Draft Processing Delay Due to Software Update
Dear Valued Water Customer,
We hope this message finds you well. We are writing to inform you of an important issue that has impacted your recent water bill payments. As a customer enrolled in our bank draft (automatic payment) program, your convenience and peace of mind are of the utmost importance to us. We strive to process your payments efficiently and reliably every month. Unfortunately, due to unforeseen software issues following a recent system update, your automatic payment for this billing cycle was not processed as scheduled.
Background: What Happened?
As part of our commitment to providing secure and efficient service, we periodically update our billing software to enhance functionality, security, and customer experience. Our most recent update, implemented on July 3, 2025, aimed to improve our system’s reliability and prepare it for future enhancements.
Shortly after the update, we identified a technical issue that impacted the processing of bank draft payments. Specifically, the software failed to transmit the necessary data to our banking partner, resulting in your automatic payment not being withdrawn from your account as expected on or around July 5, 2025. This issue was limited to the bank draft payment option and did not affect other payment methods, including credit card and in-person payments.
Immediate Actions Taken
Upon discovering the issue, our IT and customer service teams worked diligently to identify the root cause. We have been in close contact with our software provider and banking partners to resolve the problem quickly. The following actions were taken:
- Our technical team isolated the software issue that caused the payment transmission failure.
- The bank draft module was suspended to prevent additional failed transactions.
- Customers affected by this issue were identified through a thorough review of our payment records.
- We coordinated with our software provider to develop and test a fix for the problem.
- Alternative payment arrangements and support have been made available for all impacted customers.
Next Steps for Affected Customers
If you are receiving this email, your automatic bank draft payment for your most recent water bill was not processed. Here’s what you need to know:
- No Late Fees: You will not be assessed any late fees or penalties due to this issue. All affected accounts will be adjusted to prevent any adverse impact.
- Reprocessing Payments: Once the technical issues are fully resolved, we anticipate that your bank draft will be processed on Tuesday, July 15, 2025, allowing you sufficient time to contact us if needed. If this is an issue, please contact the office immediately at 903-588-2081 or office@cssud.org.
- Alternative Payment Methods If you would like to pay your current bill before the automatic draft is reprocessed, you can do so using several options: our online portal, by phone, by mailing a check, or by visiting our office in person. If you would like to pay by credit card before July 15, 2025, please call 903-588-2081. We will waive the $4.00 processing fee as a courtesy for your inconvenience. If you need assistance with any of these payment options, please don't hesitate to contact us.
- Account Details: Your account remains in good standing. There is no need to take immediate action unless you prefer to submit payment using an alternative method.
- Customer Service: Our team is available to answer any questions or concerns you may have. Please get in touch with us at 903-588-2081 or office@cssud.org.
Frequently Asked Questions (FAQ)
Will I be charged twice for this bill?
No. We will only process your payment once. If you have already paid by an alternative method, please notify us so we can ensure your automatic draft is not processed for this cycle.
What if I have automatic payments set up for multiple accounts?
Our system has identified all affected accounts. Each account will be handled individually, and you will be notified of any action required.
Will my water service be interrupted?
No, your water service will not be affected by this payment processing error. Your account remains in good standing throughout this process.
When will the issue be resolved?
We anticipate that the technical issue will be resolved within the next few days, with the expectation that your bank draft will be processed on Tuesday, July 15, 2025, allowing you sufficient time to contact us if needed. If this is an issue, please contact the office immediately at 903-588-2081 or office@cssud.org.
Your Patience Is Appreciated
We sincerely apologize for any confusion or inconvenience this issue may have caused. We recognize the trust you place in us to handle your payments accurately and on time. Please be assured that we are doing everything possible to resolve the issue swiftly and prevent similar problems in the future.
Contact Us
If you have further questions, concerns, or require assistance making a payment, our customer service team is here to help. You may reach us at 903-588-2081 or office@cssud.org, Monday through Thursday, 7:30 AM to 4:30 PM, and Friday, 7:30 AM to 4:00 PM.
Thank you for your understanding, your patience, and for allowing us to serve you. We value your business and are committed to keeping you informed.
Warm regards,
Cypress Springs Special Utility District
903-588-2081
office@cssud.org
PO Box 591
Mount Vernon, Texas 75457
