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Frequently Asked Questions

Do you charge a late fee?

Yes. The late fee is $10 or 5%, whichever is higher.

I mailed my payment before the deadline, but you did not receive the payment in time. Why do I have to pay the fee since it was not my fault?

It is your responsibility for getting the payment to our office on time. We cannot control or anticipate mailing delays. We offer auto draft, payment in the office, an after hours dropbox and online bill pay (coming soon). If the cutoff deadline is soon, we do not recommend mailing the payment. Additionally, we do not waive the late fee or cutoff fee due to Postal Service delays. 

I paid before 3:00 p.m. but my service was not restored. Who should I call?

After hours, you can call the on-call telephone number 828-506-0681 and speak to the utility worker on call. He will have a list of customers who paid and were approved for reconnection. Please note: If the administrative office has not verified payment or approved you for reconnection on the list, the on-call staff cannot reconnect your water overnight. 

I paid on cutoff day before my water was physically turned off. Why was my water turned off after I paid and later turned back on?

All late fees and reconnect fees are added after 5:00 p.m. on the last day to pay which is typically the 25th of every month. Once these are added the disconnect list is generated and distributed to utility staff before we open to the public on the morning of cutoffs. Once the paperwork is distributed, every customer on the list must be disconnected before we begin turning the water back on. 

I paid overnight before my water was turned off. Why do I still have to pay the fee?

Even if your water has not been turned off, administrative costs have been incurred. After 5:00 p.m., the fee becomes part of the payment required to be paid to have your service reinstated. 

I paid the required balance, when will my water be turned back on?

Unfortunatley there is no way we can provide a specific time or window of time when your service will be restored. It depends on numerous variables such as how many customers were on the cutoff list, how spread out the addresses are and primarily how quickly the disconnection process is completed. If you pay by 3:00 p.m. on cutoff day, service will be restored before the crew leaves for the workday; however this may be late afternoon. Please do not call our office repeatedly asking when you will be turned back on!

If I do not have the money to pay my bill, can I get an extension of time or make a partial payment to avoid disconnection of service?

Yes. You can either pay your past due  balance or enter into a payment agreement to avoid disconnection. Payment agreements are allowed once in a 12 month period. 

Is there a deposit required to establish service at an existing location?

Yes there is a deposit that must be paid. If you provide your Social Security number the deposit is $100. If you do not provide a Socail Security number or it is inacurrate the deposit will be $200. 

My service was disconnected but I never received a bill in the mail. How is this fair?

Not receiving a bill or mail is not justification for non-payment. If you do not receive a bill in the mail, it is your responsibility to call and let us know. You might also check with the local Post Office to see if there is an issue with your mailing address. When you contact us, we can provide a duplicate bill and inform you of any amounts due. 

When I started service, I paid a deposit. Do I get the deposit back and if so when?

The deposit will stay on the account as long as it is an active account. If you move then we will take the final bill out of the deposit and refund you the difference. 

Where can I pay my bill in person?

Bills can be paid at our office located at:

1246 West Main Street
Sylva, NC 28779

Why is there a "reconnect fee" assessed and how much is the "reconnect fee?"

This fee is approved by the Board annually and is assessed to offset operating costs associated with non-payment, including administrative costs. The reconnect fee is $75

Why was my service disconnected?

Your service was disconnected due to non-payment of all or part of a previous bill that has been delinquent (late) for at least 60 days.