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Customer Billing Services

New Payment Option Available!  Pay by Phone FAQ's  

Customer Billing Services (CBS) staff is committed to providing timely and accurate billing for water and sewer services. They are generally the first point of contact with new residents and business customers. Staff handles setting up new accounts, account billing, account inquiries and investigation/evaluations, disconnecting/reconnecting services for non-payment, and closing accounts. Residents may request additional water and sewer services such as meter re-reads and water use assessments through Customer Billing Services.
Image of a Utility Account Rep. 
Questions about bills, water meter readings, water and sewer accounts, and past due accounts can be directed to Durham One Call at (919) 560-1200. CBS is located on the 1st Floor of City Hall, 101 City Hall Plaza.  Hours are Monday through Thursday, 8 a.m. – 5 p.m. and Fridays, 10 a.m. – 5 p.m.

Image of a Utility Billins Specialist
 
 
 
 
 
 
 
 
 
 
 

 
For information on the Tiered Rate Structure, email us.
 
For questions about bills, water sewer accounts, and water meter readings, email us.
 
How to Pay Your Bill
There are several ways to pay your bill:
 
·   Utility payments can be made online at the City’s e-Durham site.
        Click hereLink to Online Bill Payment System

·   Pay by phone - dial (919) 407-8959.
             Click here

·  
Pay by cash, check, credit card, or electronic draft at the cashiering counter at City Hall.

·   Mail your payment by check or money order with payment stub to City of Durham, P.O. Box 30041, Durham, NC 27702-3041

·   Set up a bank draft for your water account.
        Click hereClick Here to View Form

•   Make a deposit in the night drop box located at City Hall's Mangum Street entrance. Do not use this method if your bill is past due!
 
Image of Payment Center @ City HallHow to Initiate Service
If you are buying or already own the property for which you are requesting service, you may call Durham One Call at (919) 560-1200 to put the service into your name. 
If you are renting the property for which you are requesting service, you must provide Customer Billing Services with a copy of your lease and pay the required deposit.
 
To set up a business account, you may call or come by the office. A deposit is also required for these accounts.
 
Keep in mind that for all types of accounts you must contact Customer Billing Services at least 24 hours prior to connection. All applicable deposits must be paid prior to water being placed in your name.
 
How to Discontinue Service
All customers may call Customer Billing Services to have service disconnected. A 24-hour notice is required. Any deposits paid at service connection will be applied to the final bill. Overages will be refunded to the customers.
 
How Your Bill is Processed
Bills are typically processed the next business day after the water meter is read. Commercial, industrial and institutional meters, which are 1.5 inches or larger, are read on a monthly basis. Residential and small business meters, which 1 inch or smaller, are read bi-monthly (every two months). Unusually high readings are double checked before bills are mailed. If after reviewing your bill, you feel your meter reading is incorrect, you may call and ask that a field service representative re-read your meter. After the meter has been re-read, you will be contacted by telephone or postcard with the results of the re-read.
 
For meters/accounts read and billed monthly, Image of a Customer Billing Services Rep.
payments are due 21 days after the billing date
on your statement. If the amount due is not paid
within 21 days, late charges of 1 percent will
accrue on the unpaid balance. Once your next
bill is sent, both bills are due by the date
indicated on that bill. If billed charges have
not been paid within 40 days, service will be
disconnected for non-payment and a penalty
charge will be added to your account. Water
service will not be restored until all charges
are paid.
 
For meters/accounts read and billed bi-monthly, payments are due 21 days after the billing date on your statement. If the amount due is not paid within 21 days, a letter is sent as a reminder that the payment has not been received. You will be given 10 days to pay the bill. If the amount due is not paid within the 10-day period, a letter of intent to disconnect will be mailed with a disconnection date on the letter. If charges have not been paid by the disconnect date, your service will be disconnected for non-payment and a penalty charge will be added to your account. Water service will not be restored until all charges are paid.
 
Send Other Correspondence to:
City of Durham, Customer Billing and Services
101 City Hall Plaza - 1st Floor
Durham, NC 27701
 
Deposit and Disconnection Fees