EWEB Recognized with Excellence in Communications Awards from American Public Power Association
We are proud to have been recognized with two Excellence in Public Power Communications Awards for 2023 from the American Public Power Association (APPA).Find Out More
Let's talk turkey. If a disaster strikes, is your family ready?
Many of us avoid discussing politics over the dinner table in the spirit of family peace and harmony. But here's a topic that can bring everyone together: emergency preparedness.Find Out More
EWEB To Hold First of Two Public Hearings on Proposed 2024 Budget and Prices
At the Nov. 7 Board of Commissioners meeting, EWEB staff will present a proposed budget that includes rate increases necessary to support utility operations and make needed infrastructure investments.Find Out More
EWEB now offering a Smart Thermostat rebate program
EWEB is excited to announce a new residential rebate program to provide electric customers with free or greatly discounted Smart Thermostats to customers whose primary source of heating is from an electric forced-air furnace or heat pump.Find Out More
Your EWEB Rates at Work: Investing Today for a Resilient Tomorrow
For more than a century, EWEB has planned, built, and maintained the systems that deliver safe, reliable, and environmentally responsible power and water to Eugene homes and businesses.Find Out More
Have an energy efficient and water conscious holiday season
The holiday season is officially upon us. Whether you are celebrating a special holiday or just sharing a meal with close friends and family, hosting can cause some unexpected energy and water usage increases – resulting in a higher utility bill. We’ve prepared some tips on how you can save energy and water this holiday season.Find Out More
Fall is the perfect time to prepare for winter storm season
Winter is coming, which increases the likelihood of storm-related power outages. It's important to be prepared, and there are simple actions you can take right now.Find Out More
As prices increase, what can you do to take control of monthly utility bills?
EWEB’s Board of Commissioners is considering rate changes in 2024. Here are some ways to save money and manage your bill, and how EWEB can help.Find Out More
EWEB programs reflect community values
EWEB is here to serve our customer-owners and provides programs that reflect the values of our community.Find Out More
Rate Setting Process is Customer Driven and Community Focused
EWEB’s Board of Commissioners is considering rate changes to help maintain reliable utility services and fund critical investments in Eugene’s water and electric infrastructure.Find Out More
National Preparedness Month: Older adults take control in 1, 2, 3
We know older adults can face greater risks when it comes to the extreme weather events and emergencies we face, especially if they are living alone, are low-income, have a disability, depend on electricity for medical needs, or live in rural areas.Find Out More
How does EWEB recover the costs of serving customers
Here’s an overview of the three primary ways EWEB recovers the costs of serving customers and generates the funds needed to keep the power on and the water flowing.Find Out More
Stay cool during extreme heat events
With temperatures forecasted to reach over 100 degrees over the next several days, we've prepared some tips and tricks to help you stay cool.Find Out More
Women in STEM: Meet the woman responsible for managing our wholesale energy agreements to ensure we meet our customers energy needs
Megan Capper, the Energy Resource Manager at EWEB, began her career working in economics at BPA before joining the power planning department EWEB, ensuring we can meet the energy needs of our our customers today, tomorrow and 20 years from now.Find Out More
Substations – The resilient spine of EWEB’s electric system
The substation redundancy ensures reliable power continues to flow to homes and businesses despite unexpected equipment failures and routine maintenance.Find Out More
- Show More
Payment Processing Incident: Information for Affected Customers
September 07, 2021
We are aware of a vendor issue affecting payments that were made between Thursday evening 8/26/21 and Sunday 8/29/21.
The following information was emailed to affected customers on 9/7/21.
Due to a vendor error, some recent EWEB bill payments may have resulted in erroneous charges.
The vendor reversed the charges on Sept. 1, and a credit will be posted to the bank accounts or credit cards that affected customers used to pay their EWEB bill. It make take a couple of days for banks or credit cards to recognize the reversal.
On Sept. 8, the vendor will reprocess the correct payments to EWEB.
The erroneous charges resulted from a data processing error. It is important to note that there is NO evidence to suggest any personal customer data was compromised.
If you were affected by this error, you do not need to take any action, other than monitor your accounts for the activities outlined above.
Affected customers will likely see several transactions related to this incident on the bank account or credit card used to pay your EWEB bill, including:
- Erroneous payment(s) to EWEB between 8/26 and 8/29
- Reversal of payments made to EWEB in the form of a credit
- Reprocessing of the correct EWEB payment on 9/8
If you happened to resubmit your EWEB payment ahead of the 9/8 reprocessing, we will automatically reverse the duplicate payment.
IF YOU NEED ASSISTANCE
We are determined to ensure the vendor achieves a full and prompt resolution to the error with your payment without any action on your part.
However, if you need assistance related to this issue, please contact us during normal business hours (9 a.m - 6:30 p.m.). We have set up a special "concierge" phone line to assist you. To reach the concierge service, call our Customer Service line 541-685-7000, press 3 for customer service, then press 1.
Please note: We are doing our best to assist impacted customers with the caring, helpful service you deserve. However, we are experiencing long on-hold times during certain times of the day.
RESOLVING THIS PROBLEM IS AN URGENT, TOP PRIORITY FOR EWEB
We want to assure you that we are very seriously concerned with this issue, and sympathetic to all of the challenges it presents. Although the problem occurred with the vendor, we are committed to doing our part to make it right.
We appreciate your patience and understanding.