FAQs — Jasber Utility Services

Question 1

What are some of the benefits of receiving my bill electronically?

Accepted Answer

It is convenient, saves time, reduces errors, bills don't get misplaced, allows you to receive bills anywhere at any time and it helps the environment by saving trees. You can continue to receive a paper bill but if you elect to go paperless, you can always print out a copy of the invoice if needed.

Question 2

What are the benefits of paying a bill online?

Accepted Answer

Paying online with a credit card or electronic check saves time, gives you the flexibility to pay how and when desired, saves money (no more stamps, paper checks or envelopes) and Invoice Cloud will store your information for future use – but only if you choose to store it.

Question 3

What is Invoice Cloud?

Accepted Answer

Invoice Cloud is a web-based, electronic invoice presentment and payment company that we have partnered with to provide faster, more convenient billing services to our customers. By automating billing and collections, customers can click and pay online while helping the environment and reducing clutter in their home or workspace.

Question 4

What is the relationship between Jasber Utility Services and Invoice Cloud?

Accepted Answer

Jasber Utility Services wanted to make paying bills easier for their customers, but didn't have the electronic presentment and payment systems required to display, safely process and store financial information. They chose Invoice Cloud because it is easy to use and the security is the strongest available. All the data collected is double encrypted and stored on secure servers. The data is not sold or released for any purpose other than to complete transactions.

Question 5

Who do I contact with questions about a bill?

Accepted Answer

If you are unable to find the information you need in your online payment history or open invoices, please call Jasber Utility Services at 470-312-2816 Option #1.

Question 6

I accidentally deleted my current email notification, what should I do?

Accepted Answer

If you are registered, you can login via your biller's website and view the bill there, or you can call your biller and ask them to resend the email.

Question 7

What if the website is down or I am unable to use the payment site?

Accepted Answer

Please be aware that interest and fees will not be waived if the website is inoperable for any reason or if data entry errors occur. If the website is inoperable, please call Jasber Utility Services at 470-312-2816 Option #1.

Question 8

If I have additional questions or I am having trouble registering, who should I call?

Accepted Answer

Your biller can answer most questions at 470-312-2816 Option #1, but if the website is down or inoperable, please call Invoice Cloud customer service at 877-256-8330 x2700.

Question 9

What is sub-metering and how does it work?

Accepted Answer

Sub-metering is the method used by Property Managers, Multi-unit communities, Condominium Associations, Homeowner Associations, Shopping Centers, and Office Buildings to measure individual utility consumption. Individual sub-meters are installed and billed to resident(s)/tenant(s) for only the utility or utilities consumed. In communities where utilities are not separated (water, electric & gas), utility costs are covered within the monthly HOA dues collected. Sub-metering allows owners to pay for only what they use. Jasber Utility Services can sub-meter all utilities and specializes in utility separation.

Question 10

What makes Jasber's services better than others?

Accepted Answer

Jasber Utility Services uses only licensed technicians for installation, maintenance, and utility management services. We pride ourselves on our consultative approach to getting to know our clients' needs and designing a system that fulfills those needs. Other water utility companies use Ratio Utility Billing Systems (RUBS) or Hybrid water heater meters which do not provide communities with accurate billing consumptions and based on EPA standards are not considered true sub-metering. We not only provide Reading, Billing & Installation services; we provide financing options to communities that do not have the initial capital to fund sub-metering projects. Shut off valves are installed so that services can be disconnected for non-payment, which allows us to minimize losses and collect on past due balances.

Question 11

Who pays for common area water usage?

Accepted Answer

The community HOA remains responsible for all common area water usage. At no time will common area charges apply to a resident's water bill.

Question 12

Will the community still receive a water bill?

Accepted Answer

Yes, the community will continue to receive a monthly water bill from their local county municipal. However, individual residents/tenants are also billed for utilities consumed and collected utilities are returned to community management to recover cost. This reduces community spending and provides additional revenue for community preservation and reserve accounts.

Question 13

Who determines what rates to bill?

Accepted Answer

All utility rates are set by local county municipals and are calculated based on local county billing/rate structures. Jasber Utility Services cannot and does not add any additional rate charges to individual customer billing.

Question 14

Is sub-metering legal?

Accepted Answer

YES. Georgia senate bill SB370 allows multi-unit communities the right to implement sub-metering in an effort to promote water conservation."Please consult with your legal counsel.

Question 15

How do we know if our community can be sub-metered?

Accepted Answer

All commercial and residential multi-unit communities can be sub-metered. Jasber Utility Services is a full service sub-metering company that can handle all utility needs — both communities that are individually separated and properties that need to be separated. An onsite evaluation would need to be conducted to provide specific individual community utility needs.

Question 16

Do our By-Laws and Covenants need to be reviewed?

Accepted Answer

Yes. Your By-Laws and Covenants need to be reviewed to determine the necessary steps, if any, that should or need to be taken to implement sub-metering. Contact your legal team or CMA. We strongly recommend consulting your legal counsel before proceeding. "Please consult with your legal counsel.

Question 17

Is it legal to disconnect services for non-payment?

Accepted Answer

Yes. Under Georgia state law, through means of metering you have the right to separate water from assessments (dues), making it legal to disconnect services for non-payment of water. Please consult your legal counsel to understand your specific rights and obligations.

Question 18

Where are meters installed?

Accepted Answer

All water meters are installed below ground; gas and electric meters are installed above ground in a common location determined by Jasber Utility Services for easy access for reading, maintenance, and disconnection. No meters are installed on the interior of individual units.

Question 19

What do our monthly service costs include?

Accepted Answer

Our monthly service fees include: Monthly Meter Reading, Meter Maintenance, Billing, Mail Processing, Payment Processing (mail), Complete Customer Care Services, Online Bill Payment options 24/7, and Monthly Community Reporting. Service fees are billed directly to the account holder or property owner. Multi-unit HOAs and Management are never billed for service costs.

Question 20

In HOA communities, can tenants be held responsible for utility billing?

Accepted Answer

Unfortunately no. Due to the structure of HOA community By-Laws and Covenants, owners will always be responsible for utility billing. However, property owners tend to utilize our dual billing option so both tenant(s) and owner(s) are aware of utility costs. Property owners should consult their legal counsel on the best ways to transfer utility costs based on leasing and management agreements.

Question 21

What forms of payment can I use?

Accepted Answer

You can pay by credit or debit card or you may issue an electronic check from your bank account (checking or savings). Please check your biller's website for the credit and debit cards that are eligible.

Question 22

Can I still send in a paper check?

Accepted Answer

Yes, your bill can be paid in any of the following ways: Email notification based payment (click the 'View invoice or Pay Now' button in your email), web-based online payment via the biller's website, phone payments by calling our office, or paper check sent by US Postal Service. Note: many paper checks today are converted into electronic transactions once received by the biller.

Question 23

What is a service or convenience fee?

Accepted Answer

A non-refundable fee added to an invoice to cover various administrative costs associated with billing and accepting payment.

Question 24

What are the costs for paying online?

Accepted Answer

There are no signup costs or subscription fees. The non-refundable convenience fee when using an ACH transfer (electronic check) from your checking or savings account is $1.00 per transaction. The non-refundable convenience fee when using credit cards is a percentage-based or flat rate fee that varies depending on the card type and the bill amount. The exact fee is shown on the payment page before you submit your payment.

Question 25

How will I know that my payment has been accepted?

Accepted Answer

After you submit your payment, you will see a payment confirmation screen with an approved number for credit cards or a processed number for electronic check. You will also receive a confirmation email with your account number, invoice number, amount paid, and confirmation message.

Question 26

What is Auto-Pay?

Accepted Answer

If you elect to opt in to Auto-Pay, your bills will be paid automatically on their due date or a date you choose using your default credit card or bank account. This will avoid any late fees and free you from having to remember when to pay.

Question 27

Can I schedule payments?

Accepted Answer

Yes. You can set up a future payment at any time prior to the bill due date. Scheduled payments are set up individually for each bill due on a specific date by you. You can change a scheduled payment as long as it is changed before the date it was scheduled to be paid.

Question 28

When can I pay?

Accepted Answer

You can make a payment or review your account 24 hours a day, 7 days a week. It is always a good idea to pay or schedule a payment at least a few days before the due date to allow for processing time.

Question 29

How long will my payment history be maintained?

Accepted Answer

18 months is the standard retention period.

Question 30

Why am I being charged a late fee?

Accepted Answer

If you feel that a late fee has been assessed in error or you would like more information about late fee charges, please contact Jasber Utility Services office at 470-312-2816 Option #1.

Question 31

Is my information secure?

Accepted Answer

Invoice Cloud uses the highest standards in Internet security. Account information displayed within the customer and biller portals is truncated to protect confidential data. Any information retained is not shared with third parties.

Question 32

Is my credit card and checking account information safe when I pay online?

Accepted Answer

Absolutely. Invoice Cloud will safely store all of your financial information using Payment Card Industry (PCI) Compliant systems. This includes truncating (abbreviating) account numbers so that even your biller does not see your complete account information.

Question 33

What is PCI Compliance and why is it important?

Accepted Answer

PCI stands for Payment Card Industry and compliance with the industry standards is a requirement for those that accept major credit cards and for software providers who have applications involving the transmission and/or storage of credit card information. If breaches are found on systems that are not PCI compliant, the major credit card companies have the ability to levy significant fines on the offending parties.

Question 34

Who has access to my account?

Accepted Answer

You and Jasber Utility Services' authorized staff. No one will have access to your financial information as all check routing numbers and credit card numbers are truncated, so you never have to worry about security. As a security precaution, we don't even show your full financial information back to you.

Question 35

How does the online payment system work?

Accepted Answer

It is very simple. Here are the 3 steps: (1) Customer receives email notification or accesses account via the biller website and clicks on the 'View or Pay Your Bill' button. (2) Customer views invoice and either enters payment information for an express payment or registers to schedule a payment. (3) Customer receives an email confirmation with their payment amount and payment process date.

Question 36

Do I need to register to pay a bill?

Accepted Answer

You may need to register to receive electronic bills through email but registration is not required for one-time payments (Express Pay). One-time payments require that you enter your payment information each time you make a payment. By registering your payment methods, you avoid that step and gain access to your payment history.

Question 37

Why should I register to pay a bill?

Accepted Answer

By registering, you have access to all of your invoices and all features of the payment portal — including the ability to view all current invoices at the same time, schedule payments for specific dates, see previous invoices and payment dates, update your profile information, go paperless, and sign up for Auto-Pay. You also avoid having to enter your payment information each time you pay a bill.

Question 38

How do I find my account number to login?

Accepted Answer

There are several ways to locate your account number: If you have a previous email notification, the account number is listed on the right-hand side. By clicking on 'View Invoice or Pay Now', you will automatically be sent to the login page where that information will be placed in the login area for you. You may refer to your registration welcome email if you have already registered. You may also contact our office at 470-312-2816 Option #1.

Question 39

I forgot my password, how do I find it?

Accepted Answer

Click on 'Forgotten Password?' at the bottom of the login screen. You will need your account number and email address to retrieve your password. If you're unable to locate this information, you may call the biller and after verifying your identity, the biller can provide you with the information.

Question 40

Can more than one person pay bills online for the same account?

Accepted Answer

Yes. There are two ways payment responsibilities can be shared. If the other payer is part of your household, you may choose to share your login information with that individual. In a situation where personal financial data is not shared, you may forward your email notification to the individual, who will then click on the 'View or Pay Now' button and elect to make an express pay payment.

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