Pender County Utilities resolves billing issues after mail vendor shutdown

The May 19, 2025, Board of County Commissioners meeting in Pender County, North Carolina, primarily focused on addressing a significant disruption in utility billing services that affected numerous residents. The meeting began with an update from Pender County Utilities management regarding the abrupt closure of their billing vendor, Professional Mail Services Inc. (PMSI), which ceased operations on May 9, 2025, without prior notice.

Customer Services Manager Jackie Eason alerted the management team to complaints from residents who had not received their monthly utility bills. In response, Eason attempted to contact PMSI but was met with an automated email indicating the company's closure and a referral to a new vendor, Rib Spring, which required a new contract setup. This disruption was not isolated to Pender County, as it impacted multiple municipalities across the state, affecting approximately 166 customers, including some state offices.

Water and Sewer Superintendent Brian Terry provided a detailed timeline of events, explaining that the utility bills were initially sent to PMSI for processing on April 30. However, due to the vendor's closure, the county had to seek alternative solutions. Fortunately, they were able to collaborate with another vendor, Outdated Services Group (OSG), which was already contracted for tax mailing services. OSG successfully printed the May utility bills, which residents began receiving shortly after the meeting.

The commissioners discussed the financial implications of using third-party vendors for mailing services, noting that the county budgets approximately $125,000 annually for these services, which include printing and postage. There was also a conversation about the potential for in-house billing solutions, although it was acknowledged that this would require significant resources and staffing.

To prevent future disruptions, the county plans to explore a countywide mailing services contract that encompasses various departments, including utilities and taxes. They are also working on improving their billing software to ensure that PDF files can be exported for printing, providing a backup in case of vendor issues.

The meeting concluded with a commitment to keep residents informed and to assess late penalties carefully, as many customers were just beginning to receive their bills. The county aims to enhance communication and service continuity to avoid similar situations in the future.