Customer Service Notice

Update on e-Billing System

Monterey One Water’s utility billing vendor – Automatic Funds Transfer Services (AFTS) – has been the victim of a security/data incident. AFTS has investigated this breach and the company has no knowledge of personal information belonging to Monterey One Water’s customers being accessed or misused.

Customer Experience

Unfortunately, due to this incident, AFTS can no longer offer paperless billing or online account access to our customers. Starting with the March billing cycle, all Monterey One Water customers will receive a paper bill, and only a paper bill, via the United States Postal Service, and those customers who had online accounts will no longer have access to them.

This incident does not impact customers enrolled in automatic payments nor does it impact our payment options. To pay your sewer bill, customers still have a variety of options – please see list below.

During this transition period from March–June 2021, impacted customers should not worry about payment penalties. If you incur a late fee and were previously enrolled in paperless billing, please contact our Customer Service Team at 831-372-3367 for assistance.

What’s Next: Exemplary customer service is important to our Agency. Monterey One Water is actively reviewing other paperless billing providers and, as always, is working to ensure a positive customer experience.

Payment Options

Online One-Time Payment

  • Pay using the Online Payment Portal
  • Fee: Convenience fee applied by third-party vendor
  • VISA, Mastercard, Discover, or e-check

Automatic Payment

  • Direct debit from a bank account
  • Enroll on our Auto Pay page
  • Fee: None
  • Bi-monthly paper billing statement not generated

M1W Dropbox

While our Customer Service Center is closed to the public due to COVID-19, a secure, dropbox is located to the left of the main entrance door

  • Location:     
    5 Harris Court, Bldg D
    Monterey, CA 93940
  • Check or money order only


  • Mail to:         
    Monterey One Water Payment Processing Center
    P.O. Box 980970
    West Sacramento, CA 95798-0970
  • Check or money order only


  • Call 1-866-514-6814
  • Fee: Convenience fee applied by third-party vendor
  • VISA, Mastercard, Discover, or e-check

Pay Station 

  • Cash only, money orders, or check
  • Fee: Convenience fee applied by pay station
  • Two locations:    
    Maxx Envios
    1225 Del Monte Avenue
    Salinas, CA 93905
    Mal’s Market 
    1264 Noche Buena Street
    Seaside, CA 93955