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Delinquency and service protection

Understand the shut-off process before it reaches your door

The safest time to ask about a past-due balance, payment arrangement, or hardship protection is before the final notice. This page translates the provider’s published rules into a practical checklist.

Notice and timing

How delinquency is handled

Grace period after the due date

The current ordinance provides that payment is due 14 days after the billing date; when that date falls on a weekend or holiday, payment is due the next business day. The City's cycle schedule determines the printed due date.

Late-fee calculation

A $10 penalty is added when the account is not paid under the ordinance's 14-day due-date rule. An account with a balance due greater than $146 becomes subject to disconnection 21 days after the billing date; all past-due amounts and applicable cutoff or reconnection charges must be paid before service is restored.

Disconnection timeline

The standard progression is billing date, payment due 14 days later, and potential disconnection at 21 days after billing for an account whose balance exceeds $146. The current ordinance provides for a $47 cutoff fee and permits a deposit requirement before reconnection. The portal warns customers scheduled for disconnection or already disconnected to pay the full past-due balance and fees and then contact Utility Billing for same-day restoration; scheduling a future payment or AutoPay does not remove late or cutoff fees.

Statutory warning protocol

What notice should you expect?

The current portal displays a cutoff warning tied to the account's disconnect status and tells customers to pay the full past-due balance and all fees, then contact Utility Billing. The reviewed City pages and ordinance do not specify whether warnings are delivered by automated calls, text messages, colored mailers, door hangers, or a fixed number of mailed notices, so the exact legal-notice channel is not publicly stated pending confirmation.

If a notice seems wrong

Document the account balance, payment confirmation, notice date, and any household medical or accessibility concern. Then call the provider using the contact information on its official bill or profile before the stated deadline.

Restoring service

Reconnection costs and timing

The current ordinance imposes a $47 cutoff fee before reconnection and a $47 return reconnection fee during working hours when service has been reestablished but no one is on site and the meter registers use, requiring another trip. An older official City packet lists a $74 after-hours meter-technician callout, while a current temporary-service form lists a $45 return connection charge in its specific context. The current delinquency-specific after-hours differential is not published; confirm the amount before requesting night or weekend restoration.

Need a payment arrangement?

Ask before the shut-off date

Tell the customer-service representative that you are responding to a delinquency notice and ask specifically about installment plans, hardship protection, charity referrals, and the amount required to stop the disconnection order.

Customer protection guide

What to do when a bill becomes urgent

A delinquency notice from City of Waxahachie Utility Billing Department should be treated as a time-sensitive account document. Read the exact due date, amount required, notice method, and contact instructions on the notice, then compare them with the provider details in this guide.

If you have already paid, gather the confirmation number and posting date. If you cannot pay the full amount, call before the stated shut-off date and ask about arrangements, hardship protections, agency referrals, and the minimum amount needed to pause action.

Keep the conversation specific: ask what will stop the order, when the payment must post, whether a reconnection fee applies, and whether the utility requires a separate request for medical, accessibility, or household-protection status.

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