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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 City says customers have 16 days from the date the bill is mailed to pay without penalty, while the bill’s zone-specific due date is the controlling date. Late fees are assessed the day after the due date. Residential customers over age 60 may apply in writing to waive late fees up to 25 days beyond the original due date.

Late-fee calculation

Payments made after the stated due date are subject to a late fee equal to 10 percent of the past-due balance or $2.50, whichever is greater. A separate $25 administrative fee is charged when the account is not paid by the disconnect date shown on the bill, even if the service has not yet physically been disconnected. The City also posts an approximately seven-day past-due notice and an automated phone call around 14 days after the due date as part of its delinquency communications.

Disconnection timeline

The published sequence is: monthly bill is mailed; the account’s zone-specific due date arrives; a past-due notice is mailed around seven days after the due date; an automated call is made around 14 days after the due date; and service may be disconnected if payment is not received within 14 days of the bill due date. The customer must pay the full past-due balance plus the applicable reconnection fee to restore service. The City’s web page does not state a separate calendar-day interval between the final notice and the technician’s shutoff visit.

Statutory warning protocol

What notice should you expect?

Round Rock warns customers that past-due notices are mailed around seven days after the due date and that an automated phone call is made to the number on the account around 14 days after the due date. The City directs customers to verify delinquency information with Utility Billing because City representatives will not directly request payment by phone or in person. The leak/water guidance also says a door hanger may be left when water is off for an unpaid bill. Customers should use only the Paymentus portal, the 1-855-894-2392 automated line, or the Utility Billing office for payment.

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 published schedule is $50 plus the full past-due balance for next-business-day reconnection when paid during normal business hours. Same-day restoration requires $75 plus the full past-due balance and must be paid by 4:30 p.m. The City separately charges a $25 connection fee for a new connection or transfer, and a same-day or after-hours request adds a $75 fee to that $25 connection fee. The current rate page does not publish a different night/weekend delinquency-reconnection rate beyond these next-day versus same-day amounts.

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 Round Rock Utility Billing 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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