Please see ticket below to Util360.
We were charged a late fee on the most recent water bill. Due date was
10/23/2026. I spoke with a representative at my bank and payment was
*sent* on 10/15/26. In Util360 portal the payment was posted on
10/27/2026. The bank confirmed payment posting on 10/28/2026.
While I understand we cant manage the USPS, we do set up payments 10-12
days in advance, which one would think is plenty of time to be mailed
and received.
I kindly ask that the city council review this contract to include
electronic (ACH) payments to the City of Menlo Park or to Util360.
Thank you for your consideration.
Nancy & Dan McMahon
1025 Tehama Ave
Menlo Park CA
-------- Forwarded Message --------
Subject: Menlo Park Utility Service: Ticket Number 1020261001985
Date: Tue, 3 Nov 2026 19:56:49 +0000
From: City Of Menlo Park Utilities
Reply-To: City Of Menlo Park Utilities
To: tehama@ookook.com
City of Menlo Park
*Ticket closed!*
*Hi *DANIEL & NANCY MCMAHON
Thank you for your ticket submission. We have processed and closed the
submitted ticket.
Ticket details are as follows:
*Ticket Number: *1020261001985
*Account:* 15766
*Category:* Payments
*Status:* Closed
*Description:* TIME SENSITIVE! The payments made for the past several
bills cleared my bank account before the due dates. Why is there a late
charge on the current bill date of 10/29/2026? Please explain in detail!
My bank is showing the past several months of payments have posted days
before you post in your system. What is going on??!! For the bill dated
9/29/2026 due on 10/23/2026 - the debit posted to my bank account was on
10/21/2026, but you show posting of 10/27/2026. Again, please explain in
detail and reply in a timely fashion! Thank you.
*Closing Comments: *
Dear Customer,
Thank you for contacting us.
We understand your concern regarding the late fee reflected on your
bills and the discrepancy between the payment dates shown on your bank
statement and the posting dates in our system.
Please note that when payments are made by mailing physical checks, the
date the amount is deducted from your bank account may differ from the
date the payment is received and recorded on your account. The time
required for a mailed check to be processed is up to 15 business days.
Consequently, the bank debit date may not match the payment posting date
reflected in our system.
Please also note that bills are generally generated on the 29th of each
month, with a payment due date of the 23rd of the following month,
providing approximately 25 days to make your payment.
To help minimize potential processing delays in the future, we recommend
mailing physical checks preferably within 10–12 days of receiving your
bill. This allows time for processing before the payment due date.
We appreciate your patience and understanding.
Regards,
Julie Davis
*Note:* This is a system-generated email. Please do not respond.
Regards,
Customer Care Center
Monday through Friday 8:00 am - 5:00 pm
If you have any questions, please contact Customer Care Center
.
