Customer Billing Services
Update for City Water Customers from Don Greeley, Director
As you may know, a few months ago we made a series of mistakes in the water meter reading and billing process.
Now that we have found and fixed the root causes, we’d like to explain how that happened. We also want to share the changes we’ve made to keep it from happening again and describe our plan to limit the financial burden on the affected customers.
About Customer Billing Services
Customer Billing Services (CBS) staff are committed to providing timely and accurate billing for water and sewer services. Staff handle 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 water use assessments through Customer Billing Services.
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, or submit a request.
Customer Billing and Account Portal
The City has created a new and improved customer portal featuring expanded web services, including e-billing, email and text message notification, and more. All customers interested in e-billing need to create an account. The portal is online at https://ipn2.paymentus.com/cp/dhnc. For a list of frequently asked questions and answers about the new portal, click here.
Starting a New 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/leasing the property for which you are requesting services, you must provide Customer Billing Services with a copy of your lease and pay the required deposit. You may also request new service online.
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 one business day prior to connection, and services will be connected by the end of the next business day. All applicable deposits must be paid either prior to water being placed in your name or applied to the first billing statement.
How to Discontinue Service
Customers may call Durham One Call at 919-560-1200 to request service disconnection. One business day notice is required, and disconnection of services will take place by the end of the next business day. Any deposits will be applied to the final bill.
How 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
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.
Water Into Trees
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.