Frequently Asked Questions - Billing

Do you charge a late fee?

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

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

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. 

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. 

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. 

Where can I pay my bill in person?

Bills can be paid at our office located at:

1246 West Main Street
Sylva, NC 28779