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

25 days after the billing/statement date; the City says a 5% delinquent fee is added after that period and unpaid accounts may proceed toward disconnection.

Late charges

A 5% delinquent fee is added when the account remains unpaid 25 days after the billing date. All delinquent amounts and applicable service costs must be paid before restoration.

Shut-off timeline

At 25 days after the statement/billing date, the 5% fee is added and unpaid water/wastewater accounts may be disconnected. A complete additional calendar-day sequence to physical termination was not stated.

Reconnection

A dedicated this detail was not publicly posted. The materials state that all amounts due and applicable disconnect/reconnect costs must be paid before restoration, but do not publish a regular-hours versus after-hours fee table.

Notice and timing

How delinquency is handled

Grace period after the due date

25 days after the billing/statement date; the City says a 5% delinquent fee is added after that period and unpaid accounts may proceed toward disconnection.

Late-fee calculation

A 5% delinquent fee is added when the account remains unpaid 25 days after the billing date. All delinquent amounts and applicable service costs must be paid before restoration.

Disconnection timeline

Statutory warning protocol

What notice should you expect?

The reviewed City materials warn that failure to pay within the 25-day period may result in disconnection, but do not specify the complete current sequence for mailed notices, automated calls, texts, or door hangers.

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 CITY OF ODESSA 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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