Delinquency & Collections Procedures
How do I know if my account is delinquent?
If
you have not paid your bill by the due date, your account is considered
delinquent, and will be subject to late payment charges. Your due date is printed on your bill in the
upper right corner.
What if I didn’t get a bill or a notice that you were going to turn off my water?
CFPUA
cannot be responsible for bills lost or misdirected in the mail. If you have not received your bill for some
time, call Customer Service at 332-6550 to find out what you owe and verify
your correct address is on file.
When will CFPUA start turning water off?
CFPUA
has already begun delinquency processing and has turned off water for certain
customers. If your bill isn’t paid by
the due date, you may be notified that your water will be turned off. So if you cannot bring your account current,
call CFPUA at 332-6550 or e-mail
to see if you qualify for payment arrangements.
How much do I need to pay to avoid being cut off?
Unless
you are in compliance with your approved payment plan, you may be cut off if
your bill is not paid in full.
Can I pay half my bill in one month and the other half the next?
Your
bill must be paid by the due date 30 days after mailing. So if you pay half immediately and the other
half in 30 days, you may be better able to budget your payments and still get
your bill paid on time.
What will I need to do to get my water turned back on?
You
will need to pay the entire amount due, plus a $50 delinquency processing
fee. Payment is required either in cash,
money order, or by credit card. Credit
card payments may be taken over the phone.
Otherwise, you will need to come to one of the CFPUA payment centers at
305 Chestnut St. between 8 a.m. and 5 p.m. or 235 Government Center Drive
between 7:30 a.m. and 5 p.m. When you
pay your bill, you will be notified of the time frame when your water will be
turned back on.
Do you have special arrangements for elderly, disabled, or low-income customers?
Credits for your service from the City of Wilmington included in your CFPUA bill have been suspended by Wilmington as of September first and are therefore no longer being applied to your account. By law, CFPUA must charge all residential customers the same rates regardless of age, race, income, disability, family status or any other distinction. Therefore CFPUA cannot issue credits or discounts.
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