Customer Billing Services
As the City continues to move toward a full reopening, we have resumed regular billing practices. This includes disconnection for nonpayment. We are working with customers who need financial assistance. We can offer grants from the Water Hardship Fund to qualified account holders, and we can help arrange payment plans. Please visit our Frequently Asked Questions for more information about late payments and disconnects.
The City has partnered with Paymentus, a national company that works with utilities to provide customers with easy online service. This includes e-billing, pay-by-phone, automated telephone and email messaging, and various options for web payments. Please visit our Frequently Asked Questions for more information about this customer portal.
You can also pay your bill by phone. Have your utility bill handy as you will need your 12-digit account number to ensure your payment is posted to the correct account. Dial Durham One Call at 919-560-1200 (press option 1). The interactive voice response system will walk you through the process. You can make a payment from your checking or savings account, or with a Visa, MasterCard or Discover credit card, or an e-check. Please visit our Frequently Asked Questions for more information about paying by phone.
You may receive back-billing charges if a previous bill has been estimated. A bill is estimated when we are not able to get an actual meter reading. This could be due to a meter that’s damaged, isn’t transmitting data, or is inaccessible due to surrounding debris or vegetation. An estimated bill is based on the most recent water-use records for your account. Please visit our Frequently Asked Questions for more information on estimated bills and back billing practices.
DURHAM WATER HAS RETURNED TO REGULAR BILLING PRACTICES
We know that many in our community have lost their jobs, businesses, and healthcare coverage in this pandemic. To provide support, we decided in early March to stop disconnecting residential water customers for nonpayment. Three weeks later, Governor Roy Cooper issued an Executive Order suspending disconnects by utilities statewide. That Order expired at midnight on July 29, 2020.
Our ability to provide safe drinking water to Durham’s residents and visitors is fully funded by revenue from water bills. This is why all customers have continued to receive their monthly bills showing how much water was used and the amount that is owed, including any past due balance. We want our customers to know that cutoffs for nonpayment resumed on September 16. Other regional water utilities are following a similar timeline. If you fell behind on payments while this Executive Order was in effect, support remains available. We have trained staff in Customer Billing Services who are ready to help.
- You will not face any late fees, interest, or penalties.
- The Executive Order allows up to six months from July 29 to pay outstanding bills.
- You may qualify for a grant from our Water Hardship Fund.
- We are offering customized payment plans.
We don’t want anyone to go without water. For more information about payments, the Water Hardship Fund, or other community resources, please reach out to Durham One Call at 919-560-1200 or select one of the options below.
Several Ways to Pay
There are several ways to pay your bill:
- Utility payments can be made online at the City’s new customer billing and account portal, or at the e-Durham website (please note, e-Durham is being phased out and replaced with the new portal)
- Pay by phone - call 919-560-1200, Option 1
- 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
- Make a deposit in the night drop box located at City Hall’s Mangum Street entrance
- Western Union. In addition to existing methods of payment online, by phone, and in person, we've teamed with Western Union to set up Authorized Cash Payment Locations near where you live and work. Now you can go any one of Western Union's 40 Durham locations to pay your water bill. They're open seven days a week and in the evenings, which should be more convenient for residents who like to pay with cash but without the trip to City Hall. (You will be asked to provide account details the first time you use this service.)
Each time you pay at an Authorized Payment Location:
Reading Your Water Bill
We can show you a sample water bill with diagrams (pdf) that describe and explain each section of your bill.
How Your Bill Is Processed
Bills are processed on a monthly basis the next business day after the water meter is read. Unusually high readings are double checked before bills are mailed. If after reviewing your bill, you feel it is incorrect, you may call a customer service representative for assistance.
Payment is due 21 days after the billing date on your statement. If the amount due is not paid within 21 days, late charges of either $5 or 1 percent (whichever is greater) will accrue on the unpaid balance.
After approximately 30 days, you will receive a notice with a disconnect date instructing you of the amount which must be paid by 5 p.m. the day PRIOR to the disconnect date. If charges are not 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.
Water Into Trees
You can help the City of Durham plant more trees by making a donation to the Water Into Trees program through your water bill. Your donation through this optional program will be used exclusively by Durham’s urban forestry program to purchase additional trees for streets, parks, and green spaces. Trees provide Durham residents with clean water and air, healthy places for outdoor activities and exercise, energy conservation, and increased property values.