Paymentus is an independent company providing online bill payment and bill presentment services to more than 450 clients in 48 states. They are recognized as one of the leaders of billing and payment solutions in North America.
Paymentus offers fully-integrated red-flag identify theft protection and are PCI (Payment Card Industry) compliant. For more information about Paymentus Corporation, please visit their website at www.paymentus.com
2. What is changing?
The City of Wilmington will be introducing a new payment system on our website that will allow customers to make payments using multiple payment methods. Customer who previously paid utility and real estate bills online through Official Payments will now be redirected to the Paymentus site.
3. Will all types of payment convert to Paymentus at the same time?
No. We will be converting payments to our new payment system in phases. Our first phase will in include utility and real estate tax bills only.
4. What online payment solutions are offered?
Credit Cards - We accept VISA, MasterCard, and Discover. New to our line of credit cards accepted is American Express.
Debit Cards - It is similar to a credit card, but unlike a credit card, the money comes directly from the user's bank account when using a debit card. We accept both VISA and MasterCard debit cards.
eCheck Payments - Provides an automatic deduction from a checking or savings account. You will need the name of your bank, your routing number and your checking or savings account number.
Mobile Technology - You can access and pay your account using an Android or smartphone.
Interactive Voice Response (IVR) - Allows payments over the phone.
5. What is an iPad Kiosk?
The iPad Kiosk is a stand-alone pay station, located on the 1st floor the Louis L. Redding City/County Building, 800 N. French Street, Wilmington, DE. The kiosk is a fast and easy way for walk-in customers to make automated, unassisted payments in our lobby.
6. Will I still be able to speak with a customer service representative?
Yes. Customer Service Representatives are still available to answer any questions you have about your bill. Our Call Center number is (302) 571-4320, and is opened Monday - Friday, 9:30 a.m. until 4:00 p.m.
7. Can I still mail in my payment?
Yes. When mailing in your payment, please utilize the return envelope and payment stub to ensure prompt processing. Please allow 5 to 7 days for your payment to reach out office.
Utility Billing - Water/Sewer
City of Wilmington
Department of Finance
P. O. Box 15622
Wilmington, DE 19866-5622
Real Estate Tax Bills
City of Wilmington
Department of Finance
P.O. Box 15577
Wilmington, DE 19866-5577
8. Can I still pay my bill in person at your office?
Yes. We are committed to provide our customers with face-to-face customer service. Cashier windows are opened Monday - Friday, between the hours of 8:30 a.m. - 5:00 p.m. We are located at:
Louis L. Redding City/County Building
800 N. French Street, 1st floor
Wilmington, DE 19801
9. Is the payment drop box still available?
Yes. The drop box is located outside of the cashier's window. Payments are retrieved daily. We are located at:
Louis L Redding City/County Building
Department of Finance
800 N. French Street, 1st floor
Wilmington, DE 19801
10. Will my bill change?
No. Your bill format, look and design will remain the same.
11. What is a Self-Service Portal?
This portal allows customers to access their account online. They will be able to manage multiple accounts, schedule future payments, review bill historical data and pay their account balance.
12. What is a "Pay Now" feature?
A "pay now" feature allows for a quick payment without having to register an account.
13. Can I pay my bill online at any time?
Yes, Paymentus offers 24 hour service/7 days a week. You can pay online using a credit card, debit card or an electronic check (eCheck).
14. Do I need to provide my email address if I make a payment online?
Yes Your email address is required for receipt confirmation of your payment.
15. I want to make an online payment. What information do I need?
You will need to have a copy of your statement. For water/sewer payments, you will need your account number and your customer ID number.
If you are paying a real estate bill, you will need your parcel number and your customer ID number.
You will also need to have your payment method information available, which is your credit card, debit card or electronic check information.
An email address is required for receipt confirmation of your payment.
16. Is there a limit on how much I can pay when using the online service for my utility bill?
There is a limit if making a one-time payment for a utility bill. The maximum amount is $500.00 per transaction; however, multiple payments can be made.
If making payments through the customer portal for a utility bill, the maximum amount per transaction is $25,000.00.
17. Is there a limit on how much I can pay when using the online service for my real estate bill?
If making a one-time payment, the maximum amount is $25,000.00 per transaction.
If making a payment through the customer portal, the maximum amount per transaction is $25,000.00.
18. Is there a convenience fee?
All utility customer portal users and all real estate tax users will not be assessed a convenience fee. For utility customers making a one-time payment or paying via the telephone (IVR), Paymentus will assess a convenience fee.
19. How much is the convenience fee?
In most cases, the convenience fee is $2.75 up to the maximum payment amount, but may vary depending on the amount paid.
20. How do I notify you if I have a question, comment or suggestion?
