October 29, 2020

Important Information About Your DMWW Account – New Billing/Payment System Coming Soon

Des Moines Water Works (DMWW) in late November will launch new online billing and payment solutions to provide faster, more secure and more convenient payment services to our customers. All financial information will be stored using Payment Card Industry (PCI) compliant systems. Your DMWW account number will change. If you pay through your financial institution, please update your stored information with your new customer/account number. 

The new system offers more ways to view and pay your bill. Make a quick, one-time payment without registering, or create an account to enjoy additional features such as automatic payments, saving payment information for later use and viewing billing history. 

Other convenient and secure features include:   

  • Email Reminders – Receive a reminder when your bill is ready, when a scheduled payment is pending and after making a     payment.   
  • Pay by Text – Receive text notifications about your bill. Pay through text message with your default payment method. Sign up for this feature when making an online payment or within your account.   
  • Automatic Payment Options:·
    • AutoPay – Automatically pay the invoice amount on the due date.
    • Recurring Scheduled Payments – Set up a schedule to pay a fixed amount or the invoice balance on a specific day of the month.

With the new payment system, convenience fees for select payment options will change:   

  • All credit/debit card payments made online or by phone will have a $2.75 per transaction fee. This includes payments made by recurring credit card.   
  • The transaction limit for credit card payments will change to $500 per transaction.  

DMWW is committed to ensuring customers have a no-cost electronic payment method available. All electronic check (ACH) transactions, including automatic payments using E-check, will be free of charge.
The new fee structure and account numbers changes go into effect when the billing and payment systems are launched in late November.

For more information, call a Customer Service Representative at (515) 283-8700.

Posted by: Laura Sarcone 11 Comments
Labels: , , Posted in Customer Service, Customers, Uncategorized

11 Responses to “Important Information About Your DMWW Account – New Billing/Payment System Coming Soon”

  1. November 04, 2020 at 5:29 pm, tina said:

    there is a message in blue right above this section that cannot be seen in its entirety and the page cannot be sized or manipulated to see all of it


  2. November 04, 2020 at 7:18 pm, Joseph A Toubes said:

    I have you do an automatic withdrawn from my bank. Do I need to change anything? I recall I had to give you my routing and account information. So do I have to set this up again???


    • November 05, 2020 at 7:46 am, Laura Sarcone said:

      Hello, Joseph
      Reoccurring Direct Pay with us remains free and will convert over to the new system. If you use Bill Pay through your bank, you will have to update your new customer/account number at your bank.


  3. November 06, 2020 at 2:52 pm, Thomas Nelson said:

    How am I supposed to change my account number at my bank? Are you going to email me or form to fill out so I can change the account numbers at the bank for automatic payment so I’m not charged for recurring payments on my card? Please let me know soonest available time.
    Thank you
    Thomas Nelson


    • November 06, 2020 at 2:57 pm, Laura Sarcone said:

      Hello, Thomas.
      Your December DMWW statement will include your new customer/account number. To avoid credit card fees, you can sign up for DirectPay with a checking or savings account. You can sign up now and that will carry over to the new system. You can sign up with this form: http://www.dmww.com/upl/documents/library/direct-pay-form.pdf.


      • November 21, 2020 at 9:03 am, Sarah said:

        Thank you for stating that it will be the december bill that will reflect the new account #. I pay from my bank so i needed to know when it took effect. thanks


  4. December 01, 2020 at 9:21 am, Maureen E OHara said:

    I am having trouble registering my acct
    I am using the name and address I have been billed to for over 30 years
    And it keeps saying no invoices


  5. December 02, 2020 at 6:15 pm, S said:

    How am I supposed to know my customer number and all the new numbers I need? I haven’t gotten anything, so I hope the over due fee is being waived!


  6. December 04, 2020 at 10:40 am, virginia genzen said:

    I do not have a December bill or any idea of what my new account number is. I cannot pay my bill online without it. I am housebound and cannot go to a pay station. Will you give me my account number so I can pay my bill. I have tried to call you for 2 days and your phone is always busy.


  7. December 05, 2020 at 10:04 am, Mandy Knock said:

    Hello, I am having the hardest time trying to find my new account and customer numbers so I can pay our bill online and Dec. water bill has is not out yet. the new online system is supposed to be convieneant and easy but you cant pay your bill without have fthem. Customer service is only open m-f nothing on the weekend. I have to work extra time just to keep up with ALL the EXTRA INCREASED WATER, RECYCLING, SEWER, CAPITAL IMPROVEMENT, AND GARABAGE PRICES. The least DMWW could do is make this transition smoother is make the NEW ACCT & CUSTOMER # EASIER TO OBTAIN


  8. January 05, 2021 at 12:08 pm, Carol Culver said:

    I do not get a bill. I don’t know my billing number. My December 2020 account payment has not been deducted from my checking account. My name is Carol Culver, address is 1137 58th St, Des Moines Is 50311. Phone is 822-2858. What do I need to do to correct this?


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