Q: What services are currently billed on a monthly basis to active accounts?
A:

Q: Why do I still have to pay a monthly fee even though my services are not being used or the account has been closed?
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.

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.

Q: When will I get my 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 discontinued. Those deposits will be applied to the final bill and the remaining balance if any, refunded by check in the account holder’s name.

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.

PAYMENTS:
Utility accounts are billed monthly and due upon receipt. Monthly remittance may be mailed in for posting. However, if disconnection has occurred for delinquent bills, payments must 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 and imposed on those accounts which are delinquent in the payment of their monthly utility bill, where 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.

If you would like to set up Automatic Bank Drafting to pay your bill automatically, you may request a form and instructions from a Customer Service Representative at 561-822-1300 or click here to access authorization form.

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.

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.

Q: If I have an emergency after normal working hours what do I do?
A: You may call (561) 822-2210 for assistance. There will be a charge for after hour services. 

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.

If there are any questions not answered, call our office 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.