Customer Billing Services

Customer billing representative smiling at desk.
  1. Customer Portal FAQs
  2. Pay By Phone FAQs
  3. Back Billing FAQs
  4. Late Payment FAQs 

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.

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

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.

Due Dates

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.