Durham has stopped water shutoffs and late fees while it fixes problems with its new billing system. The pause has no end date yet. Here's what changed on your bill.

The city of Durham is not cutting off water for unpaid bills and is not charging late fees, while it fixes problems with its new billing system.

The Department of Water Management announced the pause in an Oct. 2 statement. It has set no end date. The city said it “will make an announcement before we resume disconnections and late fees.” As of Monday, the city had posted no such announcement.

What went wrong

The city moved its utility billing to a new system at the start of September. The system covers water and sewer bills, plus the stormwater and solid waste charges that appear on them.

The rollout “has not gone as smoothly as we hoped,” the department said. It pointed to billing issues and “schedule inconsistencies.”

The city’s billing system changes page sets out what has changed:

  • Every account got a new number. The city mailed each customer a letter with it. Customers who use the InfoSend payment portal can see the new number there.
  • Some bills move a few days. Most billing dates shift by two to four days, the city said, and it is still finalizing the new schedule.
  • Some AutoPay payments stopped. September bills for a small group of billing districts went out early. AutoPay then stopped drafting August payments for those customers, and some got “Pay Immediately” notices even though their accounts were current.
  • The bill will look different. The city says a new bill design is coming but has not said when.

For the AutoPay customers affected, the city said no action is needed. AutoPay was to draft both the August and September payments together, and those customers will not be charged late fees.

What it means for you

  • Check your latest bill. Make sure your payment went through, especially if you use AutoPay. A double draft for August and September may be the catch-up payment the city described.
  • Keep paying. The pause stops shutoffs and late fees. It does not cancel what you owe, and the city says it will give notice before both start again.
  • Use your new account number for any payment you make by phone, mail or online.
  • Questions go to Durham One Call at 919-560-1200.
  • If you are struggling to pay, the city lists help on its utility bill assistance page, linked from the billing changes page.

The billing problems come while Durham is still under its Stage 2 water shortage rules, with outdoor sprinkler use banned. Our water shortage story has the latest lake levels. Trash and yard waste dates are on our trash and recycling page.