Customer Support

We understand that circumstances can make it difficult for our customers to pay their monthly bills. There are 2 ways to obtain financial assistance.

• The KC Water Payment Arrangement program gives KC Water customers extra time to bring their utility accounts up to date. With a payment arrangement, the past-due amount is spread out over a specified period of time. This amount is called a monthly installment. Customers are required to pay the agreed upon monthly installment, in addition to paying their total current charges in full by the bill due date each month. To set up a payment arrangement, please Sign Up or access your account at KC Water.
• KC Water has partnered with the Mid America Assistance Coalition to help customers who are unable to pay their bills. KC Water has committed $2 million in funds since the program was created in 2009, and we’ve been able to assist more than 6,300 customers. KC Water is a national leader in this effort considering the fact that only about 28% of the nation’s water utilities offer billing assistance programs to their customers. To learn more about eligibility requirements, please call 816.474.5112 or 211.

To report an issue with making a payment on our site, click here.

If you have more than one KC Water account, check all your accounts to see if the payment has posted to the wrong account. If a payment you’ve made hasn’t appeared in any of your KC Water accounts, check with your bank or credit card provider. If the payment hasn’t processed successfully with them, then we haven’t received your payment.

If you find that your bank or credit card company did process your payment successfully, but it’s still not showing up on your KC Water account, please Contact Us or Submit an Online Request with the following information:

• Date of Payment
• Specific payment amount
• Confirmation number (if available)
• How and where you made the payment (kcwater.us, KC Water App, Phone, Mail, In Person, Lockbox, etc.)
• KC Water account number and service address of the account for which the payment should have been applied and/or the account that had the misapplied payment.
• Specific payment method (check or credit card)
• For credit card payments, please include the first 2 and the last 4 digits of the credit/debit card
• For check payment, please attach the front and back copy of the check

*Please note that KC Water does not utilize external locations to accept payments on our behalf. Customers who utilize external locations outlets may be subject to unnecessary fees and delays. Payments made to external outlets are not guaranteed to reach KC Water.

If you make a payment using our 24-hour pay by phone or online payment options then you will receive a confirmation number. This confirmation number is for referencing purposes only and is not a confirmation that the payment was collected successfully.

If a payment is returned, KC Water will send you a letter notifying you of the returned payment with instructions to remedy the payment and returned payment fee. If the payment is not remedied within the seven day period, your service may be disconnected for non-payment. If the service is disconnected for non-payment, applicable service fees will apply.

Payments can be returned for a variety of reasons. Common reasons for returned payments include:

• No Account/Unable to Locate (checking and saving accounts only). Typically this means the account number structure is invalid and the bank cannot find any account with that number in its records. Other reasons could be the addition or absence of leading zeros in an account number. In this instance, the payer should contact their financial institution for the correct information to use.
• NSF/Insufficient Funds. At the time the check or debit/credit card transaction was presented to the financial institution, there were not enough funds in the account to process the payment.
• Stop Payment. The account holder, the person who originally wrote the check or authorized the draft/payment, has revoked their authorization.
• Closed Account. The account holder’s bank account that was associated with the check or debit card is closed.
• Frozen Account/Blocked Account. The bank or merchant was required to lock or freeze the account. Reasons this can occur include: a divorce judgment, IRS tax lien, wage garnishment, court order, fraud, or other legal reasons.

KC Water will charge a returned payment fee for each check (electronic or paper) or credit/debit card transaction returned by the bank or merchant for any reason. Any bank fees that result from attempts to collect payment are your responsibility.

Please call Customer Service at 816-513-1313 (Option 1) from 7 a.m. to 7 p.m. Monday – Friday if you have any questions.

For returned check payments, you won’t be able to make electronic check payments or enroll in Auto Pay (automatic bank draft) on your KC Water account for at least 12 months.

For returned credit card payments, you won’t be able to make credit card payments on your KC Water account for at least 12 months.

If you have more than one returned payment, you may be permanently blocked from making electronic check payments and/or debit/credit card payments.

Please call Customer Service at 816-513-1313 (Option 1) from 7 a.m. to 7 p.m. Monday – Friday if you have any questions.