Current Stage and Customer Assistance Plan
Charlotte Water is moving into the next stage of customer assistance by:
- Continuing the temporary practice of not disconnecting customers for delinquent account balances and not imposing later charges.
- Automatically placing customers with past due balances as of September 30 on a 12-month, no interest payment arrangement.
- Actively working with customers to address and resolve their past due balances through payment arrangements and financial assistance.
- Though Charlotte Water has suspended charging late fees and disconnecting service for non-payment, the utility cannot legally forgive past due balances. Customers continue to accrue past due balances. Please contact our Customer Care Team by calling 311 and get help paying your bill from the agencies we have partnered with. Our Team will help you select the best option for your situation.
Customers with past due balances should continue to make payments to avoid the accumulation of higher past due balances and future disconnection. As long as a customer is on a payment arrangement, the customer will not face a disconnection notice.
Act Now. Don’t Wait.
Contact Us Soon for Help – Some Funding Expires Dec. 31, 2020
Charlotte Water strongly encourages any customers experiencing financial hardships to seek assistance with one of the four assistance programs. These programs are funded now but the funding expires in less than 60 days.
Charlotte Water has established the Customer Care Team, a dedicated group of trained customer service professionals to work with customers. Our team will connect customers with community assistance agencies to help pay their bill and work through financial hardships one-on-one.
Charlotte Water is now collaborating with three local non-profit organizations to provide financial assistance to customers. Charlotte-Mecklenburg Housing Partnership joins Crisis Assistance Ministry and Common Wealth Charlotte as agencies poised and funded to help Charlotte Water customers with past due balances.