Online Billing Resumes

Thank you for your patience! We are excited to announce that billing statements from Chelan PUD will return to normal – with all of the usage data, graphs, and delivery options that customers expect – starting in late July.

Billing Updates - Frequently Asked Questions

Only if you previously chose that option. Electronic billing resumed in late July for customers signed up for e-billing. You can change your delivery method by calling (509) 661-8002.
If you signed up for electronic statements, you will no longer receive paper statements. Your next bill will arrive via the email we have on file for your account.
No action is needed. Your automatic payment will continue to be processed as usual.
Yes. Chelan PUD has been working hard to return to full billing capabilities. In May, Chelan PUD added more detailed information to billing statements. Starting in late July, bills will include energy usage (by kilowatt), water usage (by gallons), usage graphs, and information for multiple meters. Those changes will bring our billing services back to the level they were before February 20.

The PUD is also building out new capabilities that will provide hourly usage data, mobile access to usage and bills, and improved notification capabilities. These new services are currently in production and will be deployed to customers incrementally over the next 2 years, with the first of these enhancements coming within the next 6 months.
We continue to work with our previous vendor, ChangeHealthcare, to obtain access to historical bills but at this time, neither PUD staff nor customers have access to historical bill statements via Powerpay. We will continue to update customers with further communication when this service is again available.
If it has been more than 60 days since you’ve logged into Powerpay, it may require a password reset. Call (509) 661-8002 for assistance. Here are some other helpful tips:
- All passwords are case sensitive and require at least 8 characters – numbers and letters only.
- When you are done with your session, please log out. Closing your browser without logging out can lock your account and you may need to contact the PUD for a password reset.
- Try a web browser other than Safari.
ChangeHeathcare produced Chelan PUD’s bills for 15 years. On Feb. 20, 2024, a ransomware gang, Black Cat, infiltrated ChangeHealthcare and locked them out of their systems. On Feb. 22, Chelan PUD quickly pulled together a basic bill in order to maintain the billing schedule for customers.

A few weeks after the event, when services still were not restored, Chelan PUD made the hard decision to move away from that vendor when we realized it may take additional weeks or months for Changehealthcare to recover.

With a new vendor on board, the PUD rebuilt the complex billing environment, having over 200 rate scenarios. We send about 2,000 billing statements a day and those statements compile information from multiple data systems.

New development endeavors like this typically take around 4 to 5 months. A cross-functional team at Chelan PUD, with our new vendor, has been working hard to return to full billing capabilities and were able to bring this project in on time.

We are grateful for your patience.
Please continue to pay your bill as normal, including paying online, via mail, or at payment kiosks or drop boxes in Leavenworth, Chelan, or Wenatchee.
No. Although these two events occurred around the same time for some customers, they are unrelated. The new meters provide the foundation for Chelan PUD to provide even more customer tools in the future, such as high-use alerts and web-based tools for energy savings.
If you receive a suspicious call, email, or text about your bill, do not respond. Instead, contact our Customer Relations team directly at 509-661-8002. We never request alternative forms of payment, such as wire transfer, cash cards, or gift cards. When in doubt, contact us directly.
Ransomware attacks continue to rise exponentially around the world, and the reliance on technology for services to customers has only become more dependent. While there is always a risk, the PUD is committed to building resiliency into our systems and services, training staff to respond effectively to incidents, and having our customer’s experiences first in mind with the services we provide.

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Questions?

Customer Relations team
(509) 661-8002

Visit us in-person
Chelan PUD Service Center
203 Olds Station Rd.
Wenatchee, WA
M-F 8 a.m. - 5 p.m.

Press Releases

Where’s my bill statement? Chelan PUD is working through billing issues

02/28/2024

Online Billing Resumes

Questions?

Press Releases

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