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.

Customer protection notice

Review the delinquency rules before your service is interrupted

A past-due balance can trigger fees or a shut-off process. Contact the provider promptly if a notice is incorrect, a payment is pending, or a household needs assistance.

Grace period

Bills are past due after the 20th; if the 20th falls on a weekend or holiday, the past-due date moves to the next business day. A termination letter is sent if payment is not made within six days after the past-due date.

Late charges

Payments received after the 20th are assessed a 10% late fee. The district may waive a late fee when a customer did not receive a bill, but a payment sent late is automatically assessed and cannot be waived under the published FAQ.

Shut-off timeline

After the bill becomes past due, the district allows six days before sending a termination letter that states the amount due and termination date. If payment is not received by 5:00 p.m. on that termination date, water service is terminated. Restoration requires all delinquent and current charges, a $35 administrative fee, and an additional $100 deposit up to a $600 maximum; a $150 meter reinstallation fee applies if the meter was removed.

Reconnection

$35 administrative fee plus a $100 additional deposit, subject to a $600 maximum total deposit, after termination whether or not the service was physically terminated. Reconnection requests after 2:00 p.m. incur an additional $65 after-hours fee. If the meter was removed, add $150 for reinstallation.

Notice and timing

How delinquency is handled

Grace period after the due date

Late-fee calculation

Disconnection timeline

Statutory warning protocol

What notice should you expect?

Wells Branch sends a termination letter after six days of nonpayment and allows optional additional email notifications through the online account. For boil-water notices, Crossroads representatives visit homes and leave a door hanger when no one is home; that door-hanger practice is a water-quality notice protocol, not a guaranteed delinquency notice.

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

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 Wells Branch Municipal Utility District 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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