Water shut-off notices sent in error

Published on July 14, 2026

Village of Oak Park officials are aware that approximately 1,600 water shut-off notices were sent in error to residents this month.

The Village’s Finance Department has placed a hold on all water shut offs related to this issue, and no impacted customer’s water service will be interrupted. Any late fees caused by the error will be reversed, and customers enrolled in autopay will remain enrolled without needing to take additional action.

Village staff has received hundreds of calls related to this issue and is working directly with impacted customers. Village officials apologize for the confusion caused by the billing error.

The issue occurred within the file-transfer and payment-processing workflow between the Village and InvoiceCloud. Billing information is transmitted through an FTP site using FileZilla, and InvoiceCloud applied an incorrect bill due date.

As a result, payments for some customers enrolled in autopay and pay-by-text did not process as scheduled. Those accounts then appeared delinquent, which triggered the shut-off notices and related late fees.

The Village is continuing to work with InvoiceCloud to correct the underlying issue and strengthen the validation process before future delinquency or shut-off notices are generated.

Questions related to this matter can be directed to waterbilling@oak-park.us or 708.358.5478. For more information about water & sewer billing in Oak Park, visit www.oak-park.us/waterbilling.