What services are currently billed on a monthly basis to active accounts?
Why do I still have to pay a monthly fee even though my services are not being used or the account has been closed?
Are all customers required to pay a deposit?
When will I get my utility deposit back?
Are all Customer required to pay a Utility deposit?
When my water is turned off, why do I have to pay the total bill before the current charges are due?
Is there a charge to re-read a meter?
If I have an emergency after normal working hours what do I do?
How can I change the name on my account?
When paying my utility bill via the WEB or telephone, how long will it take before my e-payment is applied to my utility account?
How can I pay my utility bill?
Why do utility customers have to mail their payments to Tampa?
Does the city have a program to help customers pay their utility bills?
How can I set up automatic payments for my utility bill?
Q: What services are currently billed on a monthly basis to active accounts?
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.
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Q: Are all customers required to pay a deposit?
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.
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Q: When will I get my utility deposit back?
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.
Q: When my water is turned off, why do I have to pay the total bill before the current charges are due?
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.
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Q: Is there a charge to re-read a meter?
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.
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Q: If I have an emergency after normal working hours what do I do?
A: You may call (561) 822-2222 for assistance. There will be a charge for after hour services.
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Q: How can I change the name on my account?
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.
2) 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.
3) 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.
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Q: When paying my utility bill via the WEB or telephone, how long will it take before my e-payment is applied to my utility account?
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.
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Q: How can I pay my utility bill?
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.
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Q: How can I set up automatic payments for my utility bill?
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.
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Q: Why do utility customers have to mail their payments to Tampa?
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.
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Q: Does the city have a program to help customers pay their utility bills?
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.
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If there are any questions not answered,
call Customer Service at (561) 822-1300; Additional information may be
found in Section 90 of the City Code, a copy of which is available
for inspection at City Hall.
