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1. How can I pay my City of Durham utility 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.

2. How much is the payment processing charge?

The city does not add any charge to your bill for this service - it’s free to you. Of course, your financial institution may assess fees based on the terms of your account. If you submit an e-check or credit card payment that is declined or reversed, the city will charge a $25 penalty to recover the charges it is assessed.

3. Can a customer service representative take my payment over the phone?

No, Call Center staff cannot take your payment. This protects your financial data, your bank account and credit card numbers and maintains compliance with stringent security regulations. A customer service representative will transfer you directly to the interactive voice response line after answering questions about your account or a payment plan.

4. How secure is the interactive voice response system?

The company providing the interactive voice response services meets all the current regulations and financial security standards (is Payment Card Industry compliant) and has an excellent track record.

5. How can I be sure my payment is received by the city?

You will receive a confirmation number from the interactive voice response system when your payment is accepted. Payments received before 7 p.m. are posted the next business day. Remember to write down that number for reference in the unlikely event that there is an issue with your payment.

6. Can I make a payment by phone if my account is turned off for non-payment?

Yes, you can, but please notify the city right away by calling 919-560-1200 between 8 a.m. and 6 p.m. so that staff can be dispatched to your residence or business as soon as practical to reconnect your service. Because the interactive voice response system does not post payments until the next business day, you must notify the city that you have paid to have your water turned on the same day.

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?

Yes, you can, but since there is no real time posting of payments, please notify the city as soon as practical between 8 a.m. and 6 p.m. at 919-560-1200 in the event that a city staff is en route to your home to shut off your water/sewer.

8. 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.

9. Can I make a payment when I get an automatic reminder phone call from the city that my payment is late?

No, there is no way to transfer directly to the phone payment center. You will need to call 919-560-1200 option 1, go online at www.durhamnc.gov or deliver payment in person at 101 City Hall Plaza to make a payment.

10. Can I make a payment for a relative or roommate or can another person make a payment on my account?

Yes. The payee on the bank account or credit card does not have to be the same as the name on the utility account. Be sure to input the correct city utility account number to make sure the payment is credited/posted to the proper account.

11. Can I set up recurring payments using the interactive voice response?

No, not at this time. However, the city plans to implement additional payment options on the website in the next phase of this project.

12. How can I make a payment by phone if I can’t find my bill?

Call 919-560-1200 between 8 a.m. and 5 p.m. Monday through Fridays, (excluding official city holidays) and a Durham One Call representative will be able to help you.

13. Do I have to pay the entire bill or can I pay a portion?

The interactive voice response will accept any amount of payment. However, if your bill is overdue and you do not pay the entire delinquent balance or if you are on a payment plan and do not pay the agreed-upon amount, you will need to call 919-560-1200 to speak with a utility account representative to avoid having your water service turned off for non-payment.

14. How can I cancel a payment if I’ve made a mistake or find out my spouse already paid online?

Call 919-560-1200 to speak with someone who can cancel a payment made prior to 7 p.m. that day. If the payment has already been processed, city staff will work with you to issue a credit or reverse the bank charge. You will be responsible for any fees assessed by your financial institution.

15. Why is the city offering payment by phone when the website already accepts credit cards?

This option has been requested by many customers for several reasons. Some customers do not have internet access. Others find it more convenient to pay by phone without having to log into a computer. Customers can also use e-checks over the phone whereas only credit cards can be used to pay on the website. However, the web payment options will be upgraded in the next few months to allow e-checks and recurring e-check and credit card payments.