Will the $50 nonpayment service charge be waived if I pay by phone before my water is turned off?
The only way to be sure to avoid the $50 delinquency service fee is to make your payment prior to the date and time on the notice of delinquency letter you received. If you make your payment after the date and time on your disconnection notice, please follow the instructions in question 6 above about notifying the city of your payment. If city staff have already been notified to perform the disconnection, they might be able to be contacted en route to avoid interruption of your water service. However, once assessed, the fee will not be waived whether or not city staff have actually arrived at your premises.

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1. How can I pay my City of Durham utility bill by phone?
2. How much is the payment processing charge?
3. Can a customer service representative take my payment over the phone?
4. How secure is the interactive voice response system?
5. How can I be sure my payment is received by the city?
6. Can I make a payment by phone if my account is turned off for non-payment?
7. Can I make a payment by phone if my account is still on but I have received a letter notifying me that it will be turned off today for non-payment?
8. Will the $50 nonpayment service charge be waived if I pay by phone before my water is turned off?
9. Can I make a payment when I get an automatic reminder phone call from the city that my payment is late?
10. Can I make a payment for a relative or roommate or can another person make a payment on my account?
11. Can I set up recurring payments using the interactive voice response?
12. How can I make a payment by phone if I can’t find my bill?
13. Do I have to pay the entire bill or can I pay a portion?
14. How can I cancel a payment if I’ve made a mistake or find out my spouse already paid online?
15. Why is the city offering payment by phone when the website already accepts credit cards?