Raleigh Water has announced a temporary suspension of certain billing and account services in preparation for the launch of a new customer payment portal scheduled for November. The maintenance period will take place from noon on Thursday, August 21, through Sunday, August 24.
During this time, online and phone bill payments for water, stormwater, and solid waste will be unavailable. Customers will also not be able to request new services such as starting, stopping, or transferring service. Processing of financial assistance requests will be suspended until the maintenance is complete.
“In the event of a water emergency, please call 919-996-3245,” Raleigh Water stated.
While online and phone payment options are offline during these dates, in-person payments can still be made at the Raleigh Municipal Building at 222 W Hargett Street or at township offices in Garner, Knightdale, Rolesville, Wake Forest, Wendell, and Zebulon. However, Walmart locations will not accept payments during this period.
The call center will remain open for general questions. Emergency service turn-ons will continue to be accommodated despite the limited access to customer accounts by city staff.
“Late fees and service disconnections have been suspended. All services are expected to be fully restored, with normal business activity resuming on Monday, August 25,” according to Raleigh Water.
This system shutdown is part of an effort to improve customer experience with a more streamlined billing portal that is set to launch later this year.
“We thank our customers for their patience and understanding as we work to improve our services. Keep an eye out for more information about the new billing portal in the coming months!” Raleigh Water said.
