The City has made an error in processing payments for utility customers who pay via pre-authorized payments and as a result, payments were withdrawn on Sept. 26 instead of Oct. 2 for September 2023 utility bills. Payments are usually withdrawn on the first of the month or the next business day.

We sincerely apologize for any inconvenience this may cause and we are taking steps to minimize the impact on our customers and ensure this does not happen again. We are working with utility customers who may have received a non-sufficient funds (NSF) fee as a result of the early withdrawal. We chose not to reverse the withdrawal as this would have taken more than two business days to process, which could have created additional challenges for our customers.

If you are an affected customer who has received an NSF fee from your financial institution, please do the following:

• Send an email to UTinfo@sprucegrove.org
• Include your utility account number and proof of the NSF fee

You will be reimbursed via a credit on your utility account.

Customers can also call 780-962-7597 from 8:30 a.m. to 4:30 p.m. Monday through Friday.

We are reaching out to impacted customers to let them know and provide them with this information.

Thank you to our impacted utility bill customers for your patience and understanding as we work to resolve this issue.