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FAQ - HELP
Medford Water Commission - Frequently Asked Questions

GENERAL INFORMATION
PAYMENT OPTIONS PAYMENT QUESTIONS RECEIVE / VIEW BILL
UPDATING INFORMATION

OTHER

GENERAL INFORMATION

What is the Medford Water Commission's (MWC's) Services Website?
This website allows MWC customers to manage their account over the Internet. Customers can view billing and consumption histories, view rate information, receive ebills and pay online

What is QuickPay?
QuickPay allows MWC customers to pay bills online without having to register for an online account. All that’s needed are the customer and account numbers plus a valid Visa, MasterCard or Discover Card.

Can I pay with my Debit Card?
If your Debit card has a Visa, MasterCard, or Discover logo you should be able to use it to pay your bill.

Why should I use MWC Services or Quickpay?
MWC Services and QuickPay are easy, convenient, safe and secure. With these services, your payment will post to your account the next business day.

Who can use MWC Services & QuickPay?
Any current MWC customer is eligible, with the exception of Commercial accounts with Consolidated Bills. Consolidated Bills require “hands on” payment processing to ensure each individual account is credited for payments made.

How much does it cost?
It's free - period.

How do I contact Customer Service?
Call:  541-774-2430, M-F, 8am - 5pm
Email: 
wtrcom@ci.medford.or.us

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PAYMENT OPTIONS

Pay Online
  • MWC Services - Pay your bill online and view billing and consumption history and rate information. You will need customer and account numbers and a Visa, MasterCard or Discover Card. To save paper, sign up for e-bills.
  • QuickPay - Pay your bill online without having to register for MWC Services. You will need customer and account numbers and a valid Visa, MasterCard, or Discover Card.
Pay by Phone
Phone payments are accepted at any time, day or night, through our automated Interactive Voice Response (IVR). Payments made before 5:00pm during the week will be posted that day. Payments made after business hours or on the weekend will be posted the following business day. We accept Visa, MasterCard, or Discover Cards.

Pay by Mail
Please put your account number on your check and include the payment stub in the return envelope provided or address an envelope to:

Medford Water Commission
200 South Ivy Street - Room 177
Medford, OR 97501

Pay by Automatic Withdrawal
Please call Customer Service or download an APP Request Form to apply

Pay in Person
Medford Water Commission 
200 South Ivy Street Room 177
Medford, OR 97501
8am - 5pm, M-F

Drop Box
We have a drop box located in front of the Lausman Annex located at 200 South Ivy Street.

Online Bank payments/Bill Payer Payments
If you pay your bill using your financial institution's on-line service or another on-line payment provider, you must select "Medford Water Commission" as the payee and enter all 16 digits from your bill into the account field, in format XXXXXXXX-XXXXXXXX (customer number – account number). This will ensure quick crediting of your payment. In some instances your financial institution may send us a payment by mail. In these instances a delay of 5-7 days may occur in the processing of your payment.

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PAYMENT QUESTIONS

What if the online payment processing system seems delayed or slow while I’m making a payment?
Payment processing should be a smooth, quick transaction. However, in the event that it seems slow, it’s important to click the Submit button only once. Your payment will be processed, and you will receive a confirmation. Clicking the Submit button multiple times may generate multiple payments, in which case your Financial Institution may choose to hold your funds temporarily.

Will I receive confirmation of my payment?
After you make a payment with a credit card, a screen confirming successful payment will show the payment card, date, time and amount. You may print a copy of this confirmation screen for your records.

When will you know I paid?
All payments submitted on a regular business day before 9pm Pacific Standard Time will be posted the following business day. Payments submitted during a weekend or on a holiday will be posted the next business day.

Do I have to pay the full amount of the utility bill?
Partial payments are accepted. However, if the total amount due is not paid by the due date, the bill is considered delinquent and will be subject to late fees and possible disconnection.

Can I make payment arrangements?
If your account is in good standing, but you are unable to pay the full amount of the bill by the due date, you may make payment arrangements by calling Customer Service: 541-774-2430.

Will paying online prevent service disconnection?
If you received a disconnect notice, call Customer Service to determine your payment options: 541-774-2430.

If my water is already disconnected, will paying online turn it back on?
Call Customer Service for the total amount due to have the service turned back on: 541-774-2430. You must notify Customer Service so that payment can be verified in order to schedule a service reconnection.

What about utility bills I pay through the mail?
All payments made on your account will be viewable through MWC Services. Please include your Customer Number, Account Number, and amount paid with any remittance that is not paid online.

Can I schedule automatic payments using my credit card?
MWC does not currently have the ability to store Credit Card information for automatic payments.  In order to provide this service we would need to have our software modified to support storing Credit Card data in a tokenized format.  This would require significant modification of our website as well as additional charges by our Payment Processor for each recurring transaction.  While we will continue to evaluate this option in the future it is not a service we are currently able to offer. 

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RECEIVE / VIEW BILL

How do I receive my eBill after I sign up for MWC Services?
During registration for MWC Services, you may elect to start receiving eBills. You can choose to receive both paper and electronic bills. We will notify you by email when your eBill is ready for viewing and paying online.

Note: If you choose eBill, you need to add the email address medfordwater.org to your address book; otherwise, the email might be marked as spam by your email service.

I currently have my bills sent both to me and to a 3rd party. Will that party still get my bills if I sign up for eBills?
Do not sign up for eBills if 3rd party Bill Notification needs to be active on your account. The 3rd party will still get copies of delinquency notices. You need to sign up for both to have a 3rd party receive a paper bill.

How do I change from paper bills to eBills (or vice versa)?
You can change your preferences at any time by clicking on "Change Profile" and then clicking on the "Manage Profile" tab.  From here you can choose to start or stop eBilling or choose to start or stop receiving paper bills in the mail. 

How do I view my current utility bill?
When you login to MWC Services, you will see the Billing History page. You can click on any of the dates under the Bill Date column to see the details of each bill. If you elected to receive eBills, you will also see the word “View” under the Web Bill column. When you click on any of the “View” links, a separate window will pop up with your eBill.

How do I view older bills? 
MWC launched this service in July 2013.  All bills prior to this date are not viewable online.

Can I print a copy of my bill?
Yes. If you receive eBills, click View under the Web Bill column for the appropriate bill. A separate window will pop up with your eBill. You may print using the printer icon from that window. If you still receive paper bills in the mail, an exact copy of your bill is not available online. You may view your billing details by clicking on the appropriate date under the Bill Date column. You may print using the printer icon in the Billing Detail window.

Why don’t I see graphs?
You need Adobe Flash Player installed on your computer to successfully view the graphs. To get the current version, visit http://www.adobe.com/ to get the download. 

Why does the graph on my paper bill look different than the graphs in MWC Services?
The graphs look different because they are created using different types of software.

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UPDATING INFORMATION

How do I change my password?
You can change your password at any time by clicking on Change Profile and then Manage Password.

What if I forget my password?
You may request a password reminder by selecting “Forgot password?” on the login page. Enter your username or email address then click on Send Password. Your password reminder will be sent to the email address saved in MWC Services

I used to get eBills, but they stopped coming - what happened?
We may not have your correct email address. It is very important to update your email address in MWC Services, especially if you are receiving eBills. To update your personal information, click on Change Profile, then on Manage User Credentials.

How do I notify you that I’m moving?
We need to get very specific information regarding each move in our service area. Please call Customer Service up to 30 days prior to your move: 541-774-2430. We will collect the information from you at that time.

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OTHER

If my computer is left inactive, how long do I have before I am logged off MWC Services?
If your computer is left inactive for a period of one hour, you will automatically be logged off.

Does MWC Services work on my Macintosh computer?
Yes. It works on your Mac, as long as you have a current Web browser installed.

Need more help?
If you have a question about the charges on your bill, or if you have any change to your account, email us:  wtrcom@ci.medford.or.us or call Customer Service: 541-774-2430, M-F, 8am - 5pm.

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Please Note: 
eBilling is currently unavailable we are working with our vendors to provide this service in the future.
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