Due to the City’s ongoing recovery from the cyber attack that occurred in November, an open letter to city residents has been released explaining important temporary changes in how customers will be billed this month, along with current payment options provided.
The City of Spring Hill Utility Customers:
This important notice is concerning the enclosed utility bill due December 15, 2017. The City of Spring Hill last month was the unfortunate victim of a cyber attack, which shut down many of our systems that make it possible to do business with the public each day. Our staff has restored much of the system impacted by the attack with the exception of utility billing, which could be into the first quarter of 2018 before fully restored.
Because the City of Spring Hill is currently unable to view water/sewer account histories, we are unable to determine a precise water meter reading for this month’s billing period. Due to this temporary inconvenience, the enclosed December bill will reflect the same amount your account was billed in November.
This temporary solution allows customers to pay an estimated monthly billing amount in order to keep their accounts current rather than being billed a lump sum after multiple months when all account histories have been restored and actual water usage has been determined. There will be no late fees charged and no disconnection of service for non-payment during this period due to the technical difficulty we are experiencing.
However, if you choose not to pay your monthly bill during this time due to the City’s temporary inability to calculate an exact bill amount and wait until the system has been fully restored when your household’s exact water usage can be determined, you will be asked to pay the full remaining balance within 30 days of the system being fully restored. At that time, late payment fines and service cut-offs will be reinstated. That’s why we believe the monthly estimated payment is a better option for most as a large lump sum payment could present a hardship for some families. If you pay the same amount as last month’s bill, your account will ultimately be corrected with a customer credit if you overpaid, or an additional billed amount if you underpaid, when the system is restored.
Unfortunately, we are still unable to process credit/debit card payments (online, by phone, or in person) for utility billing and other City payments. Automatic payments also are still not processing at this time.
Payments should be made in person by cash, check or money order at City Hall; or mailed to P.O. Box 789 Spring Hill, TN 37174.
Payments also can be dropped off in the night depository in front of City Hall. We hope to have the credit/debit card payment system restored before the next billing period.
Our staff is working diligently to restore the system as quickly as possible. We appreciate your patience during this time and we apologize for the inconvenience.
Sincerely,
Victor Lay
City Administrator
