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A: Due to the federal “RED FLAG” law, the City of West Palm Beach Public Utilities Department now requires a credit check of all new and returning customers to prevent identity fraud and assist in determining Utility Deposits.

A:

• Water Usage & Service Charge
• Wastewater Usage & Service Charge
• Sanitation Service & Recycling
• Stormwater Management
• Applicable Utility tax

Upon activation of the water service, a one time non-refundable service initiation fee is charged.

A: Base Service Charges for water, wastewater and stormwater are necessary to recover the on-going expenses required to keep service available to your property. Even though there is no water usage, or your account has been closed, the Department must operate and maintain the water and wastewater treatment plants, maintain the lines and lift stations, pay the principle and interest on the outstanding bonds, read the meters, and mail the bills. These costs continue to be incurred regardless of actual water consumption and are allocated to all of the Department’s customers. Bills for inactive water service will automatically revert to the owner(s) of record according to the Palm Beach County Property Appraisers office.

A: Yes, deposits are required from every customer except governmental entities. Multi-residential and commercial deposits are guaranteed payment of the final bill and are therefore retained by the City until the account is closed. Single family residential deposits may be billed and are due with the first monthly statement. All commercial deposits must be paid in advance before service is connected.

A:Single Family Residential customers who have paid their bills on or before their due date for 12 consecutive months will have their deposits credited to their utility bill per Resolution 288-04 effective 4-1-05. Multi-family residential and commercial deposits are returned only when service is terminated. Those deposits will be applied to the final bill and the remaining balance if any, refunded by check in the account holder’s name.What is an “In-house” credit score—All new utility customers begin with a perfect credit score of 1000. The score is automatically reduced through the computer System due to various reasons including the following: 1) Generation of a reminder letter to a customer due to non-payment reduces score by 100. 2) If a payment is returned unpaid by financial institution for any reason reduces score by 100. In-house credit scores of 700 or less will require a new deposit to be billed to all customer accounts where a deposit is not currently on file. If a deposit was refunded, in the past, or has never been required and if the accounts credit score decreases to 700 or less, a new deposit will be added on the next bill without prior notice. The minimum amounts of all deposits are determined by the current City’s Rate Resolution. PAYMENTS: Utility accounts are billed monthly and are due upon receipt. Monthly remittance may be mailed in for posting. However, if disconnection has occurred for delinquent bills, payments may be made at City Hall, over the telephone or the internet via your credit card or checking account. All payments must be payable to the City of West Palm Beach. Our field representatives do NOT accept any payments. Late Payment fees shall be charged on all accounts when full payment has not been received within 21 days of the date of the bill. Reminder letters are automatically generated and mailed to the customer if payment is not received by the due date stated on the bill.

In-house credit score—All new customers begin with a perfect credit score of 1000. The score is automatically reduced through the computer System due to various reasons including the following:

1. Generation of a reminder letter to a customer due to non-payment reduces score by 100
2. If a payment is returned unpaid by financial institution for any reason reduces score by 100

In-house credit scores of 700 or less will require a deposit to be billed to all customer accounts where a deposit is not currently on file. Whether a deposit was refunded recently, in the past, or never required, once the credit score decreases to 700 or less, a deposit will be added on the next bill cycle without prior notice. The amount of all deposits are determined by the current City’s Rate Resolution.

A: City Ordinance states that after the water is turned off, all outstanding utility charges must be paid before service can be restored. In addition, there is a service charge for every trip we make to turn your service on or off, which accumulates on the account.

A: Yes, upon request from the customer, the City shall re-read the customer’s water meter to determine if the reading in question is accurate. If the initial meter reading was found to be accurate, the customer shall be charged for the meter re-reading according to the City’s resolution then in effect. However, if the reading was found to be inaccurate, there shall be no charge.

A: You may call (561) 822-2222 for assistance. There will be a charge for after hour services.

A:The procedure varies with the reason for the name change:

1. If the last name on the account is your maiden name or a name from a previous marriage, submit your request along with a copy of your marriage certificate.

 

1. If the name on the account is your former spouse’s, you and your former spouse must submit a notarized letter stating that you both agree to the change and the former spouse will give up any claim on the deposit.

 

1. If a spouse is deceased, the surviving spouse may submit a request for a FIRST name change only along with a copy of the death certificate. Changing the name from one customer to another, excluding the above requires the payment of a new deposit.

A: Usually payments are posted within a few hours of being made with very few exceptions. But all payments received will be posted to your utility account within 24-48 hours.

A: Utility are billed monthly and are due upon receipt. Monthly remittance may be automatically drafted via your checking account by completing and mailing an Automatic Bank Drafting form found at the top of this page. Your payment may be mailed to City of WPB, PO Box 30000, Tampa, FL 33630-3000. You may also pay over the telephone at (561-822-1300) or the WEB using Master Card, Visa or your checking account payable to the City of West Palm Beach. Our field representatives do NOT accept any payments in the field. Late Payment fees shall be charged on all accounts when full payment has not been received within 21 days of the date of the bill. Reminder letters are automatically generated and mailed to the customer if payment is not received by the due date printed on the bill.

A: In an effort to be more efficient, the City contracted with a Lockbox vendor who processes our utility payments with automated, high speed equipment and Tampa is where the processing center is located. This allows the City of WPB to post utility payments quicker and more efficiently. All payments received in this processing center are posted to accounts by approximately 2PM every business day. There are not any payment processing centers in West Palm Beach.

A: Yes. The City has a Utility Assistance Program that is administered by Palm Beach County. The program provides customers who qualify a monthly credit to their utilitiy bill. For more information please call our department of Housing and Community Development at (561) 822-1250.

A: Call our office at (561) 822-1300 and we can mail you a form to complete OR you can print it from the WEB at City of wpb.org. Simple instructions can be found on the form.