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1. What is ransomware?

Ransomware is a type of malicious software (malware) that blocks access to data or a computer system, usually by encrypting it, until the victim (AFTS, in this case) pays a ransom fee to the attacker.

2. Is my personal information at risk?

Personal information that may have been exposed from the AFTS database includes: customer name, address, utility billing account number, and billing amount. The AFTS database did not contain social security numbers, birth dates, or driver’s license numbers. Additionally, AFTS did not have access to any customer’s banking or financial information, as the City of Redmond does not use AFTS as a payment processor.

3. Who was affected?

Customers who were potentially affected include those who receive printed invoices and past-due notices in the mail. Customers who receive billing statements electronically were not affected. At this time, the City does not know if any of its customers’ information has actually been accessed by the unauthorized party who installed ransomware on AFTS’s system, or if that information has simply been made inaccessible.

4. Who do I contact if I have questions?

Redmond utility customers may contact City of Redmond utilities at 425-556-2152 or utilitybilling@redmond.gov. View the press release here. 

5. What else do I need to know?

City of Redmond utility customers should expect their billing statements to look different, as they may be printed in a different format. Please continue to pay your bill, as usual. The City asks that utility customers not respond to any inquiries about their utility bill, in the event that it could be a fraudulent inquiry. If you receive an inquiry about your account, please verify the inquiry by contacting City of Redmond utilities at 425-556-2152 or utilitybilling@redmond.gov.

6. My billing statement says I should remit payment to an address in Seattle. Is this correct?

Yes, this is correct. There has been no change to our “lockbox” remit address. Customer payments should be mailed to a special bank-operated post office box in Seattle, instead of being mailed directly to the City’s address in Redmond. Please continue to mail your payment, along with the payment stub, to the following address:

City of Redmond
Utility Billing
PO Box 3745
Seattle, WA 98124-3745

Your utility bill can also continue to be paid online, by phone, in person, or as a direct debit. In addition, you can continue to drop off your payment in our 24-hour Utility Drop Box, located on the traffic island in front of City Hall. For more information about our payment options, please visit Utility Billing Payment Options | Redmond, WA.