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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

Approximately 15 days from the billing date to the stated due date. The City FAQ says the balance becomes delinquent if it is not paid by that due date; it does not describe an additional grace period after the due date.

Late-fee calculation

Any unpaid balance after the due date is subject to a 5% late penalty under the City’s Utility Billing FAQ. The FAQ does not state a minimum late charge, compounding rule, or exemption process, so the bill and current ordinance control for account-specific calculations.

Disconnection timeline

Bills are due approximately 15 days after billing. If the first bill remains unpaid when the second bill is issued, the account receives a PAST DUE notice; after the due date of that past-due bill, the account can be disconnected. The public FAQ does not give a fixed calendar-day count from that second due date to the field shutoff. A $30 disconnect fee applies once service is disconnected, and payment of that fee leads to reconnection the next business day.

Statutory warning protocol

What notice should you expect?

The City FAQ identifies the past-due notation on the subsequent bill as the published warning protocol. It does not document a separate pink notice, door hanger, automated call sequence, or text-warning sequence. Customers should contact Utility Collections at 940-761-7414 before the past-due bill’s due date to resolve the account or ask about a payment arrangement.

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 Utility Billing FAQ states that a $30.00 disconnect fee is charged after nonpayment and that paying it reconnects the account on the next business day. The reviewed current public pages do not publish a separate after-hours delinquency-reconnection price; emergency water shutoff/turnoff requests are handled through Utility Collections during business hours and Water Distribution at 940-761-4333 after 5 p.m.

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 Wichita Falls Utility Billing and Collection Division 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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