Delinquent Account and Collections FAQs:


Why am I on a delinquent list?

Accounts with unpaid bills that are more than 30 days past due are placed in delinquent status. As the account owner, you are responsible for the past due amount.


Why was I never informed that my account was delinquent?   

Your monthly bill will indicate any past due amount. Customers are also notified via phone call and letter that their account is delinquent. If you did not receive a phone call or letter, please contact customer service to verify your contact information.   


What happens if I don't pay my bill?  

Any bill with an unpaid past due balance is subject to disconnection at any time.  If the service is disconnected, the entire bill plus a $63.00 reconnect fee must be paid to restore service.  For after-hours reconnection, there is a $107.00 after hours service fee.   


If I paid my bill in the past with a returned check, can I write a check again?

You will not be allowed to write another check until after a 12-month period following the date of the returned check.


If I need help paying my past due bills, is there any assistance available?

Yes. If you meet the criteria, the Help 2 Others (H2O) Foundation may be able to assist you. You can call them directly at 205-244-4390. A list of utility assistance agencies can be found on our website.


How do I clear my debt and have my account removed from the delinquent list?

Accounts must be paid in full to gain current status.


If I pay part of my past due amount, will that keep my water from being disconnected?

No, if your account is in disconnect status, only a full payment will bring your account current, unless a payment arrangement was made. 


How early can I call in to talk with someone about my bill or to pay my bill?

The phone lines are open Monday- Friday 7:00a.m. until 7:00p.m. and Saturday 8a.m. until 12 Noon from now throughout February.  Normal Hours of Operation after February are:

101 35th Street North Birmingham, AL 35222
Phone line: M-F 7:00a.m.-6:00p.m.
Lobby Hours: M-F 8:00a.m.-5:00p.m.  
Drive-Thru Hours: M-F 8:00 a.m. - 5:00 p.m.
DropBox: Available 24 hours. Payments will post next business day.

Available at all Birmingham Metro locations.


Can I view and pay my water bill online?

Yes, all customers can manage their account in our customer portal. Register for an online account at https://web.bwwb.org/myaccount to view and pay your bill online. 


What bill services are available online?

Our online customer portal allows you to manage all aspects of your account. You can view and pay your bill, view your usage, turn on paperless billing, activate autopay, and transfer or stop service. 


What payment options do you offer?

Customers can pay their bill via mail, phone, online electronic payments, at Walmart Money Center and via PayPal.  Click here for more details.


What if I cannot pay in full by the due date?

Please call our customer service department at 205-244-4000 to request a due date extension or to set up a payment plan.


What happens if I don’t pay my installment plan according to schedule?

Whenever a payment is missed according to the installment plan (payment arrangement), the account is immediately “fast-tracked’ back into disconnection status. The installment plan is also deactivated because of the default.


How do I read my meter?

Your meter has a number displayed similar to the one pictured here. Read the number from left to right. Numbers with a black background are not used in the calculation of your monthly water consumption.

To calculate your usage, subtract the prior meter reading (provided on your statement) from your current reading. The results will indicate the amount of water used in CCFs - hundred cubic feet. To convert this usage to gallons, multiply the amount by 748.


Water Meter Dial



What should I do if I think my utility bill is too high?

Please contact our customer service department to request a re-read of your meter.  Customers can request a re-read via our website, via the automated self-service options on our customer service line at 205-244-4000: Option 4 then 5, or by talking to a customer service rep directly. 


My house is empty. Why do I still receive a water bill?

All accounts are charged a monthly base service charge, even if there is no usage consumption recorded.  If your bill is showing usage consumption for a vacant property, please have the home checked for possible leaks.


Why is my bill higher than my neighbor’s?

People tend to have different usage habits throughout the day; therefore, it would be difficult to compare your bill to someone else’s.