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Nov 25

Important information about your water bill

Posted on November 25, 2019 at 4:43 pm by Peter Ibrahim

On November 9, Fathom, the billing contractor for Menlo Park Municipal Water, announced it was going out of business and services will be discontinued after November 30. Fathom has been providing billing services, meter reading and customer service since 2010.

Things to know
  • Customers will continue to receive water. The change in billing services will not have any impact to the delivery of water to homes or businesses. 
  • If you received a water bill this month, please pay the bill as usual by the due date. Fathom mailed its last bills November 15. 
  • If you have not received a water bill this month, do not worry. Water usage is still tracked via your existing water meter. Once a new billing system is in place, a bill that may cover a longer than normal reporting period will be issued. Menlo Park Municipal Water will make any adjustments necessary to ensure charges are calculated correctly. Customers will not incur late penalties due to billing delays. 
  • If you signed up for automatic payments and wish to cancel, please call Fathom at (650) 330-0385.
While this situation is unfortunate, we have an opportunity to evaluate our current practices and make improvements. The City is actively evaluating options and working diligently to find a solution. Customers will be informed as to what to expect going forward regarding future water bills.

For more information, please visit the Menlo Park Municipal Water webpage. Thank you for your patience and cooperation during this time.

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