HomeMy Public PortalAbout29-1114_HowToFAQ_0604 FINALMSD ContaCt inforMation
It’s easy to reach us by phone or online. Our
Customer Service number, 24 Hour Emergency
Maintenance Number, and our website address
have been provided for your convenience.
Your aCCount inforMation
Your basic account information is in this section.
Here you can view your account number,
property service address, service period,
and bill date. Your account number is the unique
number used to identify your account. If you need
to contact MSD, please have your account number
available to give to the representative.
Your Bill at a GlanCe
This section provides an overview of your account
activity. This includes Previous Balances,
Payments since your last bill, late fees,
outstanding Balances, and Current Charges.
You can also quickly locate your total amount Due
and Due Date in this section. In the event that you
are unable to make your payment by the date due; a
Delinquency Date and Amount has been provided.
Detail of Current CharGeS
In this area, you can view your current itemized
charges.
MeSSaGe Center
Here you can view Customer Messages that are
specific to your account and General Messages
that provide informational updates on things
happening at MSD.
PaYMent StuB
Detach and return this portion of the bill with your
payment (if you choose to pay by mail or in person)
for prompt and accurate credit to your account.
On the back of the bill, you will find detailed
descriptions of your charges, an explanation of
how your bill is calculated, various types of services
provided by MSD, and a listing of premise types
serviced by MSD. On the back of the Payment Stub, you can now make Mailing Address Changes
and sign up for SmartPay (MSD’s free automatic monthly payment service).
A Late Charge of 0.75% per month will be applied to
your Principal Balance if not paid by Delinquency Date.
Metropolitan St. Louis
Sewer District
P.O. Box 437
St. Louis, MO 63166-0437
Metropolitan St. Louis
Sewer District
P.O. Box 437
St. Louis, MO 63166-0437
Please detach and return this coupon with your payment to ensure proper credit to your account.
Help MSD Go Green
View and Pay
Your Bill Online
for FREE!
www.stlmsd.com
Your Account InformAtIon
totAL Amount DuE
DuE DAtE
Your BILL At A gLAncE
For Billing Address Changes or to Sign Up for SmartPay,
Check Box and Complete Reverse.totAL Amount DuE
DuE DAtE
Amount EncLoSED:
1-866-281-5737 1-314-768-6260 www.stlmsd.com
cuStomEr
SErvIcE onLInEEmErgEncY
SErvIcE24HOURContactMSD
Go Paperless
and Pay Online
for FREE with
PLEASE rEmIt to:
For additional Charge Details and more Information, please see the back of this bill.
Premise / Customer Type Residential Metered
Wastewater User Charges
Base Charge 16.25
Volume Charge (4 CCFs @ 2.82) 11.28
Stormwater Service Charge 0.24
totAL currEnt cHArgES $27.77
Please include your Account Number on your check.
Please make checks payable to:
metropolitan St. Louis Sewer District
cuStomEr mESSAgES
** Your AttEntIon IS rEQuIrED ** Due to no email address or an invalid
email address on file, you are receiving a paper bill this month. Please contact
1-866-281-5737 to notify us of your correct email address and future bills
will be delivered electronically.
gEnErAL mESSAgES
All facilities of the Metropolitan St. Louis Sewer District will be closed on
tuesday, november 11, 2014 in observance of Veteran’s Day.
DEtAIL of currEnt cHArgES
Page 1 of 1
0000986532 4 000000000
PLEASE rEmIt to:
Account number 1033374-8
Service Address 12639 Main
Service Period 06/30/14 - 07/31/14
Bill Date 08/19/14
Account number 1033374-8
Service Address 12639 Main
Service Period 06/30/14 - 07/31/14
Bill Date 08/19/14
$27.77
09/08/14
Delinquent After 09/14/14
WILLIAm QuESt
4325 Main St.
Anywhere, US 12345-6789
Previous Balance $27.77
Payments - 08/10/14 - Thank You! -27.77
Late Fees 0.00
Outstanding Balance 0.00
Current Charges 27.77
$27.77
09/08/14
Delinquent After 09/14/14
metropolitan St. Louis Sewer District
P.O. Box 437
St. Louis, MO 63166-4370
How to read your new
Metropolitan St. Louis Sewer District
Full Page Billing Statement
Back of the Bill
FAQ’s See reVerSeFor more information or questions:
Contact Customer Service at 1-866-281-5737.
Starting this month, there is a new look to your MSD bill.
Your old postcard bill has been replaced with a New and Improved Full Page
Billing Statement! Our customers talked and MSD listened and the result is a
new updated user friendly billing format with increased readability, informative
bill messaging, and greater account detail. Please review the sample billing
statement below for specific updates.
Why are you changing the bill,
and why now?
First and foremost, we wanted to improve overall
readability, usability and clarity of the information
presented. This was extremely important because
this is MSD’s first significant bill redesign since 2004,
and we wanted to respond to customer feedback
and bring our bill up to par with billing trends in
the industry.
How did you come up with the new design?
First, we talked with our customer service
representatives to determine the most common
billing issues. We then conducted focus groups
which consisted of residential, commercial, and
summary bill customers. Using all of the feedback
received, we were able to develop a design that
provides customers with their billing information in
a much clearer and user friendly format.
Will my account number change
as part of the full page bill redesign?
No, your account number will remain the same.
Are you removing any features
from the old postcard bill?
No, we did not remove any of the information you
have come to rely on. However, we did add new
information, and we put it in a format that is easier
to read and understand.
What are the new features on the
full page billing statement redesign?
The full page bill statement redesign builds on useful
features and information found in the old postcard bill,
but uses a more detailed and easier-to-read format.
Our focus group’s feedback showed that the newly
redesigned format makes it quick and easy to find
what you need. We listed key information under
easy-to-see headings, we have highlighted the
total amount due and the due date so that they are
easy to locate. The account number and contact
information are prominently located at the top of the
bill for your convenience. We increased the size of
the bill and font to make the billing statement easier
to view and simpler to file.
Can I pay my bill the
same way I’ve been paying it?
Yes, you may pay your bill the same way that
you’ve paid in the past. Please review the back of
your new full page billing statement to view other
payment options.
Do you offer a way that I can
receive and pay all of bills together
(I own multiple properties)?
Yes, we offer Summary Billing for our customers with
2 or more properties who wish to receive and pay
their bills together.
Will I have access to all of the great
information included in the new full page
bill if I sign up to receive my bill online?
Yes, our e-bill customers will have access to the
same information as our customers that receive
paper bills. If you are interested in signing up
for e-bill, please contact Customer Service
at 1-866-281-5737 or visit our website at
www.stlmsd.com.
FAQ’s
for your new Metropolitan St. Louis Sewer District
Full Page Billing Statement
How to...See reVerSeFor more information or questions:
Contact Customer Service at 1-866-281-5737.
On the back of the bill, you will find detailed
descriptions of your charges, an explanation of
how your bill is calculated, various types of services
provided by MSD, and a listing of premise types
serviced by MSD.
Back of the Bill
MSD ContaCt inforMation
It’s easy to reach us by phone or online. Our
Customer Service number, 24 Hour Emergency
Maintenance Number, and our website address
have been provided for your convenience.
Your aCCount inforMation
invoice number - The unique number assigned to
each invoice by MSD for monthly billing purposes.
Customer number - A number assigned to a
customer to simplify access to customers’ accounts.
Service Period - The time frame in which the
sewer service was rendered.
Bill Date - The date the bill was issued.
Your Bill at a GlanCe
This section provides an overview of your
account activity. This includes Previous Balances,
Payments since your last bill, late fees,
outstanding Balances, and Current Charges.
You can also quickly locate your total amount Due
and Due Date in this section. In the event that you
are unable to make your payment by the date due;
a Delinquency Date and Amount has been provided.
SuMMarY Bill
The all-new Summary Table shows all of your
accounts and service addresses with helpful details
like Billed usage, Prior Balances, late fees,
Credits, adjustments, and Current Charges.
Not only can you view your total current amount
due, but the amount due for each service address.
PaYMent StuB
Detach and return this portion of the bill with your
payment (if you choose to pay by mail or in person)
for prompt and accurate credit to your account.
Starting this month, there is a new look and name for your Group Bill.
Your Group Bill has now been replaced with a New and Improved Summary
Customer Invoice! Our Customers talked and MSD listened and the result is
a better organized user friendly Summary Customer Invoice with increased
readability, informative bill messages, and greater account detail. Please review
the sample Summary Invoice below for specific updates.
A Late Charge of 0.75% per month will be applied to
your Principal Balance if not paid by Delinquency Date.
Metropolitan St. Louis
Sewer District
P.O. Box 771140
St. Louis, MO 63177-2140
Metropolitan St. Louis
Sewer District
P.O. Box 771140
St. Louis, MO 63177-2140
Please detach and return this coupon with your payment to ensure proper credit to your account.
Help MSD Go Green
View and Pay
Your Bill Online
for FREE!
www.stlmsd.com
Your Account InformAtIon
Your BIll At A glAnce
For Billing Address Changes or to Sign Up for SmartPay,
Check Box and Complete Reverse.totAl Amount Due
Due DAte
Amount encloSeD:
1-866-281-5737 1-314-768-6260 www.stlmsd.com
cuStomer
ServIce onlIneemergencY
ServIce24HOURContactMSD
Go Paperless
and Pay Online
for FREE with
For additional Charge Details and more Information, please see the back of this bill.
totAl Amount Due
Due DAte
Page 1 of 1
0000852963 3 000000000
metropolitan St. louis Sewer District
P.O. Box 771140
St. Louis, MO 63177-2140
PleASe remIt to:
Previous Balance $553.85
Payments - 08/10/14 - Thank You! -553.85
Late Fees 0.00
Outstanding Balance 0.00
Current Charges 500.84
$500.84
09/08/14
Delinquent After 09/14/14
$500.84
09/08/14
Delinquent After 09/14/14
Please include your Invoice Number on your check.
Please make checks payable to:
metropolitan St. louis Sewer District
Invoice number 456285
Customer Number 1234567890
Service Period 06/30/14 - 07/31/14
Bill Date 08/19/14
Invoice number 456285
Customer Number 1234567890
Service Period 06/30/14 - 07/31/14
Bill Date 08/19/14
SummArY BIll
mSD
Account ServIce ADDreSS
BIlleD
uSAge (ccfs)
PrIor
BAlAnce lAte fee creDItS ADjuStmentS
current
cHArgeS
Account
totAl
0110277-1 1404 Woodland Dr.16 0.00 0.00 0.00 0.00 62.09 62.09
0211555-8 4336 S. Compton Ave.14 0.00 0.00 0.00 0.00 56.45 56.45
0211556-6 4338 S. Compton Ave.11 0.00 0.00 0.00 0.00 47.99 47.99
0214884-9 3449 Taft Ave.unmetered 0.00 0.00 0.00 0.00 58.30 58.30
0215926-7 04535-04537 Alaska Ave.unmetered 0.00 0.00 0.00 0.00 88.65 88.65
0249287-4 4600 Alaska Ave.16 0.00 0.00 0.00 0.00 62.09 62.09
0249288-2 4601 Alaska Ave.unmetered 0.00 0.00 0.00 0.00 52.81 52.81
0249289-0 4602 Alaska Ave.6 0.00 0.00 0.00 0.00 33.41 33.41
0249290-8 4603 Alaska Ave.8 0.00 0.00 0.00 0.00 39.05 39.05
Totals for 9 Accounts 71 0.00 0.00 0.00 0.00 500.84 500.84
totAl Amount Due $500.84
WIllIAm QueSt
4325 Main St.
Anywhere, US 12345-6789
FAQ’s See reVerSeFor more information or questions:
Contact Customer Service at 1-866-281-5737.
On the back of the Payment Stub, you can now make Mailing Address Changes
and sign up for SmartPay (MSD’s free automatic monthly payment service).
How to read your new
Metropolitan St. Louis Sewer District
Summary Customer Invoice
FAQ’s
for your new Metropolitan St. Louis Sewer District
Summary Customer Invoice (formerly Group Bill)
How to...See reVerSeFor more information or questions:
Contact Customer Service at 1-866-281-5737.
Why are you changing
the look of the Group Bill?
Feedback from our customers indicated that the bill
was not meeting their needs and could use some
updating.
Why are Group Bills now called
Summary Customer Invoices?
After the Group Bills were revamped, it became
apparent that the name needed to be updated
as well. The name Summary Billing Invoice more
accurately reflects the new billing statement our
customers will be receiving in future. In addition, we
are upgrading our Billing and Collection System and
we wanted to be certain that we consistently use the
same terminology.
How did you come up with the new design?
First, we talked with our customer service
representatives to find out about the most
common summary customer billing issues.
We then conducted focus groups which consisted
of residential, commercial, and summary bill
customers. Using all of the feedback received,
we were able to develop a new design that helped
provide customers their summary customer billing
information in a much clearer, sleek, and user
friendly format.
Will I still use my Customer Number when
paying my Summary Customer Invoice?
No, you will use the invoice number located on
the top right hand corner of your billing summary
statement when paying your bill. Your invoice number
is also located on the payment stub which is located
at the bottom of your Summary Customer Invoice.
Did you remove any features
from the old Group Bill?
No, our all-new Summary Customer Invoice contains
all the information that you have come to rely on.
However, we streamlined the information, eliminated
unnecessary pages, and we have added new
information, and we put it in a format that is easier
to view and understand.
Why don’t I receive my individual
sewer bills along with my
Summary Customer Invoice anymore?
Based upon feedback from our focus groups and
our summary customers, it was decided that MSD
would no longer send out individual bills along with
the Summary Customer Invoice. We were told by
many of our summary customers that they only
looked at the invoice and that they did not view or
need the individual bills. As a result, we revamped
the Summary Customer Invoice and included more
in-depth information on the statement, thereby
eliminating the need for our customers to receive
the individual billing statements.
Our focus group’s feedback showed that the newly
redesigned format makes it quick and easy to find
what you need. We listed key information under
easy-to-see headings, we have highlighted the
total amount due and the due date so that they
are easy to locate.
Can I pay my bill the
same way I’ve been paying it?
Yes, you may pay your bill the same way that you’ve
paid in the past. However, the process has been
simplified because your Summary Customer Invoice
now contains a detachable bill payment stub to
assure fast and accurate processing of your payment.