Frequently Asked Utility Bill Questions

 

When will the City begin disconnecting utility customers?

The disconnection process will resume on August 1, 2017. We are encouraging customers to pay their current bill for the most recent 30-day billing cycle; and then set up agreements for any past due balances.

What is the exact protocol for handling disconnects?

Overdue/disconnection notices will go out for customers advising them that disconnection will occur in 10 days if their utility bill is not paid; or if an agreement has not been arranged. These disconnection notices will go out on August 1, 2017.

What about those citizens who have no accounts or bill amounts?

Customers with no accounts or bill amounts will not be in jeopardy of disconnection. When customers receive their first bill, we encourage them to set up payment arrangements.

Why am I not seeing my adjustment on my bill?

Adjustments are being handled as quickly as possible. All adjustments will be made by August 1, 2017.

I moved from my residence three months ago, but I am still being billed. Why?

Staff is working on updating work orders and writing adjustments for accounts that have been billed longer than required.

I still have late fees on my account. Aren’t these fees supposed to be credited back to me?

All late fees after November 1, 2016 have been or will be adjusted off customer’s accounts. If you had a late fee assessed prior to November 1, 2016, you will need to pay it.
 
I set up a payment agreement.  Why am I still getting disconnection notices?
 
You should not receive disconnection notices if you're on a payment agreement, providing that you pay both your bill and agreement payment by the due date.  If you make your payment after the penalty date, you will receive a disconnection notice in the mail.