When is my payment due?
Each monthly bill is due 15 days from the billing date. The 10 percent penalty for late payment accrues from the balance due 25 days after the billing date. After 60 days, the account is subject to disconnection. An after-hours payment drop box is located at City Hall for residents’ convenience.
What if I did not receive my bill in the mail?
Each account is billed on a regular basis every month. If the bill is not received, call the Customer Service office immediately. Homeowners are responsible for the bill whether it is received or not.
What if I know I won't be able to pay my bill on time?
Call a Customer Service Representative at 972.919.2525 to discuss payment arrangements. In most cases, some arrangements can be worked out.
What happens if my water is turned off for non-payment?
Service will be restored upon payment of the entire balance due, including a $50 service charge. The service charge is charged whether or not the service has been disconnected. If you turn on your water or have it turned on before making your payment in full, you will be assessed an additional $75 (plus parts) service charge. An after-business-hours restoration fee of $100, plus the balance on the account, is due by 8:00 a.m. the next business day.
How can I make a payment?
Making a payment is getting easier and easier. Of course, you’ve always been able to mail us a check. You can also use the drive-thru, bring in a check or cash to Customer Service located in City Hall at 13000 William Dodson Parkway, or by credit card. In addition to the above, you also have the following options:
Internet
Available 24 hours a day, seven days a week, you can access your account information and make payments online. You can also request services such as closing an existing account, starting new service and requesting your account to be confidential.
Night Box
Used for after-hours payments, and is located beside the drive-thru on the east side of the City Hall parking lot. Do not put cash in the night box.
Automatic Bank Draft
You can download, print and mail an application form to apply for automatic bank draft or you can contact our office at 972.919.2525.
Credit Card
We take Visa, MasterCard and Discover. Using your credit card on our online system, you can pay immediately or authorize a one-time scheduled credit card payment. If you do not want to utilize our online system for credit card payments, you can also call our office at 972.919.2523.
You can mail your payment. Be sure to allow time for your payment to reach us.
Can I pay my bill online?
Yes. Contact Customer Service at 972.919.2525 to set up an account online.
What methods of payment do you accept?
The City accepts payments by cash, check, money order, Visa, MasterCard or Discover. Customer Service also offers bank drafting.
What are Customer Service's office hours?
Customer Service is open from 8:00 a.m. to 5:45 p.m., Monday through Thursday, and 8:00 a.m.to 4:45 p.m. on Friday.
What number do I call?
Call 972.919.2525 during regular office hours for Customer Service. To report water leaks, sewer back-ups or other water emergencies, call 972.919.2600. For emergencies after hours, call the Police Department at 972.484.3620. On-call personnel will be notified. To obtain a collection schedule for garbage, call 972.919.2597.
What if I feel my bill is too high?
You can easily check for an error in the meter reading used to calculate your bill. Simply read your water meter to see if the reading is higher or lower than the present reading on your bill. If it is lower, call Customer Service and we will issue a service order to have a meter reader check the read. If the reading is higher, you should check for a leak in your house plumbing or service line.
What if I feel my bill is too high due to a faulty meter?
Water meters can malfunction, particularly as they get older. With advance notice, a test can be scheduled. If the meter tests correctly, you will be charged a $50 testing fee for a residential meter. Commercial accounts are done on contract at cost. If the meter tests incorrectly, you will not be charged the testing fee.
Is my account information confidential?
You can request your account information be kept confidential by submitting a signed “Request for Confidentiality” form. This form is available online or you can contact the Utility Billing Customer Service at 972.919.2525 and we will mail you a form.
How can I request a sewer adjustment for a leak?
Print the request for sewer adjustment for a water leak form. Complete the form. Mail the form with a copy of receipt from the repair of the leak to:
- City of Farmers Branch Utility Billing Division
- Customer Service
- 13000 William Dodson Parkway
- P.O. Box 819010
- Farmers Branch, TX 75381-9010