Mount Vernon City PWS

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1. Why do my utility bills fluctuate so much month to month?
   In most households, natural gas consumption increases significantly during winter months due to heating needs. While heating remains the primary driver of natural gas usage, bills can vary based on personal preferences (thermostat settings), changes in household consumption patterns (cooking, water heating, clothes drying), or combinations of these factors.
2. Why doesn't the meter reading occur on the same day monthly?
   We utilize a cycle billing system where different meters are read on each working day. This means your meter will be read approximately the same time each month, with the specific date determined by your location.
3. What causes occasional delays in my bill delivery?
   Bills may arrive later than usual for several reasons. If your usage appears unusual compared to past patterns, we may hold the bill for review and investigation. Access issues to meters during meter reading or inclement weather conditions can also cause billing delays.
4. What should I do if I temporarily can't pay my water bill?
   If you anticipate difficulty making a timely full payment, contact the utility office immediately to discuss payment arrangement options.
5. When is payment considered due?
   The payment due date is clearly indicated on your bill. Any payments received after this date are considered late and may incur penalties.
6. At what point will service be disconnected for non-payment?
   Currently, accounts become eligible for disconnection on the 10th day after the payment due date. A late notice is mailed 2 days after the due date, noting the final date to pay to avoid service interruption.
7. What is the bank draft payment plan and what are its benefits?
   This convenient service automatically deducts your monthly payment from your checking account. It saves time and postage costs, and the service is provided at no charge.
8. Why can't customers select their own due dates?
   Meters are read in different cycles throughout the month. These established cycles determine when you're billed and when payment is due.
9. What should I do if I detect a gas odor in my home?
   Immediately call the utility from a phone outside your home. Do not smoke, operate light switches, or use any electrical appliances until the situation has been assessed by professionals.