Uploaded January 2026 | Updated September 2026, 2 weeks ago
Julie Kennedy, General Manager of Grand Rapids Public Utilities, addressed questions surrounding customer credits for auto-pay and paperless billing. While these credits are being applied correctly and do not affect bill calculations or account balances, a glitch in the billing software has mistakenly labeled some credits as “past due.”
The misleading label has understandably caused confusion, and customer service teams have been fielding a higher-than-normal volume of calls as a result.
If you’re enrolled in auto-pay or paperless billing and notice a “past due” notation tied to a credit, rest assured—it’s only a display issue, not a payment problem.
Julie Kennedy, General Manager of Grand Rapids Public Utilities, addressed questions surrounding customer credits for auto-pay and paperless billing. While these credits are being applied correctly and do not affect bill calculations or account balances, a glitch in the billing software has mistakenly labeled some credits as “past due.”
The misleading label has understandably caused confusion, and customer service teams have been fielding a higher-than-normal volume of calls as a result.
If you’re enrolled in auto-pay or paperless billing and notice a “past due” notation tied to a credit, rest assured—it’s only a display issue, not a payment problem.
