Refund transfer and payment investigation

On this page:

1. Request transfer of a payment
2. Request refund of a payment
3. Paid the wrong account
4. Payment investigation

Request transfer of a payment

If you need to transfer a payment from one account to another, a fee will apply. This fee is waived for the first transfer request on the account. Any additional transfer requests will be subject to the fee outlined in the User Fee Schedule.

Request refund of a payment

A refund will be issued if your account(s) are paid in full.

If you owe money on your account, any credit you have will be used to lower your balance. If you own more than one property, your credits will be used on any account that has money owing so those accounts can be brought up to date.

If a payment needs to be refunded, there is a fee. The first refund on an account is free. After that, each refund will cost the amount shown in the User Fee Schedule.

Refund of Pre-Authorized Payment

Refunds for pre-authorized payments will be processed 10 days after the withdrawal date.

Paid the wrong account

If a payment is made to the wrong roll number or utility account number, it will be transferred to the correct property tax or utility account. A transfer fee will apply when a payment needs to be moved because it was sent to the incorrect roll number or utility account number.

This fee is waived for the first transfer on the account. Any additional transfers will be subject to the fee outlined in the User Fee Schedule.

Payment investigation

If you submitted a payment and it does not appear on your account, contact your financial institution to investigate and locate your payment, or provide proof of payment directly to the City.

Copies of the following are acceptable proof of payment:

• credit card statement
• bank statement (showing the payment in question)
• cashier’s paid stamp on a bill/statement paid at the City’s Service counter

Note: A printout of your e-billing payment history is not acceptable as proof of payment.

Additional documents are required, if:

Your property has undergone a change in ownership:

• provide a Statement of Adjustments.
• if a vendor is requesting a refund and a sale has transpired, both the vendor and purchaser Statement of Adjustments along with the vendor’s forwarding address is required.

You are the Power of Attorney or the Executor of the Estate:

• provide documents assigning Power of Attorney or Executor of Estate.
• provide a Statement of Adjustments (if applicable).

You are the tenant paying the utility bill and are not listed on the account:

• provide a letter of direction from the property owner.

You are the property owner and your tenant pays the utility bill:

• provide a letter of direction from the tenant.

For questions about your account, call us Monday to Friday, 8:30 a.m. to 5:00 p.m. at 519-741-2450. You can email us any time at RevenueCustomerService@Kitchener.ca