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City of Denton Transitioning to New Merchant Services Vendor

Denton Stories

Transition Will Require Online Customers to Update Payment Information

DENTON, TX, Oct. 27, 2020 – In a continued effort to offer utility customers easy and simple payment options, the City of Denton Customer Service Department is migrating merchant service providers from Evalon to Wells Fargo Merchant Services. Due to this switch, all customers who store credit card or banking information for online payments will be required to re-enter payment information after the Nov. 5 transition and at least 3 business days prior to any scheduled draft date.

This necessary change allows customers to continue using credit cards for online bill pay. To implement this service switch, the City of Denton online bill pay system will be down for scheduled maintenance on Nov. 5, starting at midnight (12:01 a.m.) and lasting until noon (12 p.m.) the same day.

After Nov. 5, customers with payments scheduled between Nov. 6-8 must make a one-time payment. Any scheduled payments set from Nov. 6-8 will not draft. Customers with payments scheduled from Nov. 9-13 must update payment information by the following timeframe in order to have payments draft as expected:

Deadline to Update: Original Scheduled Draft Date:

  • Friday, Nov. 6 Monday, Nov. 9
  • Saturday, Nov. 7 Tuesday, Nov. 10
  • Sunday, Nov. 8 Wednesday, Nov. 11
  • Monday, Nov. 9 Thursday, Nov. 12
  • Tuesday, Nov. 10 Friday, Nov. 13

While the City is transitioning how customer payments are facilitated using Wells Fargo Merchant Services, customers will not experience any usage changes. The online bill payment system will operate the same after payment information is re-entered following the Nov. 5 system update.

After Nov. 5, customers can visit www.cityofdenton.com/paymybill to re-enter their payment information and ensure any scheduled payments draft correctly.

Customer Service will notify customers of this switch through email, mail, and social media. While Customer Service will never call customers to collect payments, some customers may

receive an outbound call which will only be used to notify customers of the merchant service transition. No banking information or credit card information will be taken over the phone, and all customers should re-enter their payment information into the secure online system. For questions about this service transition, contact Customer Service at (940) 349-8700.

Contact: Ryan Adams, (940) 349-8565, Ryan.Adams@cityofdenton.com

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