Customers frustrated with BWWB's new online payment system

Customers frustrated with BWWB's new online payment system

BIRMINGHAM, AL (WBRC) - The Birmingham Water Works' new online payment system is causing headaches and long lines.

Customers say they are having a hard time paying their bills.

The complaints about the new system range from customers saying they can't log on to a lack of communication from the water works board.

The board sent an email out to customers letting them know the new online system would start Nov. 15. But when Tuesday rolled around, board officials admit they faced some challenges.

We heard from a number of customers through calls and emails made to our newsroom. Customers even sounded off on the board's Facebook page, their biggest complaint: not able to log in.

David Wright, of Morris, has paid his bill online for years. When he went online recently to pay, he received a message that said a transaction error has occurred.

"As you log on, it stops and says a transaction error has occurred," Wright explained, "and when I called the phone system at the Birmingham Water Works, it said you are 50th in line. So there's a lot of people worried if they have 50 calls on hold.

Wright said the whole experience is frustrating.

"It's very frustrating because I know, I know they will turn your water off and I'm thinking if I can't pay it online will they come out here and turn the water off again," Wright explained.

Officials with the water works say they know there are some issues with the system and met Wednesday morning to address those.

They declined to talk on camera about the matter Wednesday, but we hope to speak to them about this Thursday.

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