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Customer Service

FREQUENTLY ASKED QUESTIONS


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1. What information do I need to apply for utility services?

You will need your Social Security “number”, your “valid state issued picture ID”, location where you are moving lease or purchase information. and the date you want services turned on (and off if you are transferring from one location to another). Based on your credit rating you may be required to make a deposit.

2. Who do I contact if I have a question about my utility bill?

You can contact a Customer Service Representative at 252-972-1250 Monday through Thursday, 8:30 a.m. until 7:00 p.m. and on Friday from 8:30 a.m. until 5:00 p.m. We will be happy to assist you with any questions you may have concerning your bill or your account.

3. What should I do if I think my meter reading is wrong?

If you believe your meter has been read incorrectly, you may contact a Customer Service Representative at 252-972-1250 Monday through Thursday, 8:30 a.m. until 7:00 p.m. and on Friday from 8:30 a.m. until 5:00 p.m. We will be glad to issue a request for your meter to be reread. There is no charge to you, if the meter was read incorrectly, but there is a $15.00 charge if the meter reading you were billed through was correct.

4. How can I find out what rates I am charged for my utility services?

The City's utility rates are published in the City Administrative Policy manual and are a matter of public record. All rates are approved by the City Council. If you would like to review the rates you are being charged please click here.

5. I didn't get a return envelope in my utility bill. Where should I mail my payment?

Your utility payment should be mailed to:

City of Rocky Mount
Collections Department
PO Box 1180
Rocky Mount, NC 27802-1180

6. When am I billed each month?

Your billing date depends on the billing cycle that your account is assigned to. The billing cycle is determined by the meter-reading schedule for your area. Your billing date normally falls on the same date each month (within a 2 to 3-day window). A Customer Service Representative will be happy to look up your account and give you the approximate billing date for your account. You can contact a Customer Service Representative at 252-972-1250 Monday through Thursday, 8:30 a.m. until 7:00 p.m. and on Friday from 8:30 a.m. until 5:00 p.m.

7. I never see the meter reader read my meter. Is my meter really read each month?

The City attempts to read each meter once a month. If the meter reader is not able to access your meter on the day they read the meters in your area, the meter may be estimated. Because the City policy states that customers are required to allow access to all city meters, customers are expected to have meters where they are accessible. Any meters located inside fences where dogs are present, inside porches, behind locked gates or in other enclosed areas are considered inaccessible and the customers may opt to read the meter themselves and record their readings on a "read your own meter" card. They can send in the card each month where they have recorded their own reading and the billing staff will use that reading for billing the monthly usage. The meter reading staff will need to be given access to the meter once every few months to verify the readings.

8. What can I do if I can't pay my bill by the due date?

If you are unable to pay your current charges by the current charges due date, you may contact a Customer Service Representative and they will be happy to assist you with payment arrangements. Balances not paid by the current charges due date may be subject to a 1-1/2% late fee. If there is a past due balance showing on your bill and you are unable to pay that entire amount by the past due balance due date you need to contact a Customer Service Representative immediately to see if they can assist you with a payment arrangement to avoid any interruption in your utility service. You can contact a Customer Service Representative at 252-972-1250 Monday through Thursday, 8:30 a.m. until 7:00 p.m. and on Friday from 8:30 a.m. until 5:00 p.m.

9. I travel a lot. Can I have my utility bill drafted from my checking account?

The City offers an Electronic Funds Transfer option where you can sign up to have your monthly utility payment drafted from your bank account automatically. The City will send the draft request to the bank on your bill due date and depending on the bank that you use, the payment will be drafted from your account 2 to 3 days later. Click HERE to download a Draft Authorization form.

10. I thought my bill would be less this month because I turned my thermostat back. Is there any way I can check last month's daily temperatures?

NC Public Power's TempTracker 365 gathers, tracks and stores daily high and low temperatures. TempTracker365 allows you to produce a monthly calendar showing temperatures for the last three years. It's a great way to see which days, weeks or months were extremely hot or cold, causing your heating or cooling system to run longer.

11. I haven't changed anything at my house, but my bill is much more this month than it was last month. How can that be possible?

Even if you haven't changed anything in your home, the outside temperature determines how much your heating or air conditioning unit runs. If the temperature outside changed this month then your heating unit (or air conditioning unit, if it's summer) had to run more to maintain the constant temperature that you set at the thermostat. Visit TempTracker365 to see the daily high and low temperatures for each month.