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Utility Billing

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1. My auto pay credit card has expired. How do I update my card information?

Credit card information can only be updated by logging into your online account. We are unable to update credit card information for security reasons. If you are having trouble logging in to your online account for credit card auto pay, please call Paymentus (our credit card auto pay vendor) at 1-800-476-8910 for assistance.

2. How do I pay my utility bill?

For information on payment options, please visit our e-payments page.

3. Can I pay with a checking account over the phone?

We do not accept checking accounts payments over the phone. Please visit our e-payments page for available payment options.

4. Do you have a pay station or a mobile app I can use to pay my utility bill?

No, we currently do not have a pay station or mobile app. However, multiple payment options are available. Please visit the e-payments page for more details.

5. How often will I receive my utility bill?

Utility bills are mailed or emailed on a monthly basis. If you do not receive a monthly utility bill, please contact us at (407) 571-8044. Please note that the first bill for new residents and businesses takes about a month and half before it is mailed. It is based on the start date of services and cycle being billed.

6. What is the grace period to make payments on my utility bill?

The grace period is seven days from the original bill due date.

7. How is the late fee calculated?

Any bills that remain unpaid for 28 days after the billing date are subject to a 10% penalty. Multiply your unpaid past due amount by 10% to calculate your penalty fee.

8. If I set up auto pay/bank draft, when are my payments withdrawn?

Payments are automatically withdrawn on the due date of the bill.

9. Do I need to come to City Hall to start new service?

No, you do not have to come in person to start utility services. The utility work order and required documentation showing rights to the property can be emailed to UtilityBilling@altamonte.org. However, the utility work order does have to be notarized if services are being started via email. The utility work order does not have to be notarized if services are started in person.

10. Do I need to pay a deposit to start utility services?

Yes, we do require a deposit on all new utility accounts. Residential services require a $50 deposit and commercial deposit amounts vary based on anticipated consumption. For commercial deposit amounts, please email us at UtilityBilling@altamonte.org or contact us at (407) 571-8044.

11. How soon are services activated after I submit the proper documents?

Services can be scheduled to be turned on the following business day once proper documents are received. If services need to be turned on the same day documents are received, they must be received before 3 p.m. and a $10 same-day service fee is assessed. If received after 3 p.m., an after-hours fee of $25 is assessed.

12. How do I stop/disconnect my utility service?

To cancel your utility service, please contact us at (407) 571-8044 and a customer service representative will assist you. Please be prepared to verify account information including your driver’s license number. We request 24-hour notice for all service cancellations.

13. How do I update my mailing address?

To update your mailing address, please contact us at (407) 571-8044 and a customer service representative will assist you.

14. My auto pay credit card has expired. How do I update my card information?

Credit cards information can only be updated by logging into your online account. We are unable to update credit card information for security reasons. If you are having trouble logging in to your online account for credit card auto pay, please call Paymentus (our credit card auto pay vendor) at 1-800-476-8910 for assistance.

15. How can I change the name on my account or add someone to the account?

We will need proper documentation showing the name change. For example, updated driver’s license, court paperwork or marriage license. To add someone to an existing utility account, both parties must present proper identification in person.

16. My family member is deceased. How can I change the utility account into my name?

You will need to complete a utility work order and provide a copy of the death certificate including documents showing rights to the property. The documents can be emailed to at UtilityBilling@altamonte.org or dropped off in person at City Hall.

17. I am going out of town. What is my monthly bill if I leave my services on?

The monthly bill amount depends on the services billed per account. Please contact us at (407) 571-8044 to receive a breakdown based on your specific utility services.

18. Whom do I contact to have my meter checked for possible leaks?

Please contact us at (407) 571-8044 and a customer service representative will assist you.

19. I recently had a leak, and my bill is very high. Can I receive a credit?

Yes, you are able to receive a sewer credit on your account by showing proper proof of repairs. This may include a plumber or Home Depot receipt, for example. Proof of repairs can be dropped off in person at City Hall or sent to UtilityBilling@altamonte.org.

20. Can I receive a credit on my utility bill for pool refills?

Yes, you can receive credit back on the sewer service only. You must call our office at (407) 571-8044 to inform us when you begin the pool refill. Once the new bill showing high consumption is generated, you will call back to receive a sewer credit on your account. The sewer credit amount is based on a 12-month water consumption history

21. When do I become at-risk of the utility services being disconnected?

Customers who have unpaid bills that are 35 days past due are subject to have services discontinued and/or disconnected.