1)Why haven’t I received a bill?

Billings for some districts have been delayed due to the conversion to the new billing system.

2) When will I receive my bill?

The Division is working on sending bills to all customers. An exact date is not yet known on when your bill will be generated.

3) New bill doesn’t have hours or fax number on it.

The hours of operation are available by calling 800-554-0565 or 760-955-9885. The fax number for each office is listed on the back of the bill.

4) The service dates aren't listed on bill.

This has since been corrected and will appear on future bills.

5) What is the second bill? (sample insert)

A sample designed to inform customers of the changes to the bill.

6) Are my bill dates going to change due to delay?

Your bill date will not change. In the event that your bill is delayed in being sent, you will be provided an opportunity to pay without penalty or disconnection. However, water service is subject to disconnection if payment has not been received in the time period allotted.

7) Am I going to receive back to back bills?

Your bill will be for the regular two month (60 day) billing cycle. However, due to delays you may receive that bill later than usual.

8) Am I going to receive one big bill for more than 2 months?

No, you will receive bills for the regular two month billing period.

9) Why am I being billed three times for water? (confusion over tier breakdown)

All water usage is billed on a three tier rate system. An error in the bill printing lists all three tiers on the bill as Tiers 1-3, rather than individually as Tier 1, Tier 2, and Tier 3. If your water consumption is high enough to be billed on all three tiers you will see three separate water use charges on your bill. This charge is broken down by tier and lists the amount billed in each tier. You will not be billed for the same water usage three times.

10) Why is my bill so high? Why is my bill so low?

If you received an estimated bill you may notice that your bill amount is much high or lower than normal. This is a result of an error in the estimated bill function used to calculate your bill. The Division is aware of the error. All errors will be corrected on your next regular billing.

11) Why all of a sudden bill from Special Districts?

Crestline Sanitation District is a District of the Special Districts Department, Water and Sanitation Division. Previous correspondence and bills have not reflected this.

12) Why am I getting a water bill? (sewer only customer)

The Water and Sanitation Division provides water and/or sanitation services to the Districts it serves. You will not be billed for services that are not available in your district.

13) Can you pay by phone?

No. Currently the Division does not offer this service.

14) I do not understand the new bill format.

Please see the enclosed sample bill. If you require further assistance please call the numbers listed on the back of the bill.

15) I do not understand the new account number.

Your new account number is a combination of a six-digit location ID and a seven-digit customer ID. The location ID is unique to the service location and does not change. The customer ID is unique to the customer and also does not change. The combination of these ID numbers is the account number.

16) Why the rate increase?

The Division implemented Board-approved user fees July 1, 2005. Any increase or change in fees went into effect at that time. Rate meetings are held annually prior to Board approval.

17) Who do you make the check out to?

The payment stub indicates to whom to make the check.