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LATE FEES APPEARING ON CUSTOMER BILLS

Some City of Duncanville residents may discover late fees on their utility bills. The city’s utility billing software (legacy system) is automatically adding late fees for the period starting from February 15, 2021, through March 5, 2021. Utility bills are generated and sent 19 days prior to the due date, which will cause a penalty charge to appear on accounts where the payment was not made within 3 days of the due date. As a result of the winter storms and the system’s automation, customers who discover a late fee on their bills but can contact Utilities’ staff at (972) 780-5010 to have this fee waived.

WATER CUT-OFF SUSPENDED

Water cut-offs due to non-payment of current bills are suspended through March 5, 2021.

WINTER AVERAGING CHANGES

The final month of utility billing winter averaging is February 2021, but due to the winter storms, changes are being made to assist Duncanville residents. The Utility Billing department will be running a report comparing winter averages for 2021 against 2020 and making appropriate adjustments in response to February spikes caused by the winter storms. Customers experiencing wastewater (sewer) cost increases due to leaks caused by the winter storms can request a manual review and adjustments by calling (972) 780-5010. New winter averaging will go into effect for April billings.