TWU still recovering from December cyber incident

TWU

TEXARKANA — The Texarkana Water Utilities (TWU) says they are still recovering from a cyber incident sustained on Dec. 6, 2020, that has altered the way they process billing.

TWU says they are still working to find solutions for the network issues that they continue to experience. The water utility says that none of their customers have suffered any disruption or interruption of service, and they ask customers to remain patient as they get things back online.

Here are five ways TWU says customers can stay up-to-date on their accounts:

  • Customers did not receive a physical or electronic bill for December, and many auto draft payments were not processed.
  • Customer service agents are unable to view account records and process certain types of payment currently. Customers WILL need the name on the account, the service address and if possible the customer account number to make a payment.
  • TWU strongly encourages their customers to continue making an estimated monthly payment until the billing process is restored. Payments may be sent by mail, processed at the drive-thru window (Mon-Fri, 7:30am-5pm), deposited in drop box in the alley or bill pay may be set up with the customer’s bank. Payments may be made by cash, checks, bank checks and money orders.
  • Auto draft and credit/debit card payments cannot currently be processed.
  • Furthermore, it is important to note that auto draft payments were not processed for December. This means that when the billing process is rectified, those customers could be charged for two months, or however many payments were missed. Please be aware of this issue and make proper arrangements to avoid any overdraft fees.

For more information, call customer service at 903-798-3800 or email customerservice@txkusa.org if you have any questions.