FAQ Click on the questions below to view their answers. 1. How do I sign up for automatic bank draft? Bank drafts are now available through any Federally Insured Bank. When you sign up to have your monthly water bill automatically deducted from your bank account using an automatic bank draft, you will still receive a billing statement. This statement will only be used for your records and the payment will be drafted from your account 10 days after the date of the bill. To sign up for Bank Drafts, please fill out the ACH form completely. You may access the ACH form in one of the following ways: Sign up using WebConnect by clicking here. You may visit one of our customer service/payment centers to sign up for Automatic Bank Draft in person. Download the PDF ACH Bank Draft Form. ACH FORM Send your completed ACH form along with a voided check to: Montgomery Water Works, P.O. Box 1631, Montgomery, AL 36102-1631. If you do not have Adobe Acrobat Reader, you can download it now. 2. How do I open a new account? You may sign up for new service via the internet, fax, phone or in person. However you must be able to submit the required documentation (valid ID & settlement agreement, warranty deed or lease). 3. When is the next board meeting? ***Board meetings take place the third Tuesday of every month at 1:15 PM. The meetings are held at the Murphy house located on 22 Bibb Street.*** 4. Where can I get a New Service Application? Click here for a new service application. Click here for a turn on agreement. 5. Is there a minimum bill even if I haven't used water in a given month? Yes. There is a minimum monthly charge based on the meter size even if there is no actual usage on the meter. 6. What if I do not receive my bill, do I still have to pay my monthly water bill? Yes. If you do not receive a bill, you are still responsible for paying water charges. You may access your account balance by clicking here or by calling 206-1600. 7. Can I access my account online? Yes. Once you establish an on-line account you gain real-time account access and can make on-line payments on your account. 8. What information do I need to register my account online? You will need the following information: (1)Your Account number (2)The last four digits of the primary account holder's Social Security Number (3)A valid e-mail address. 9. Is there a fee for paying my bill online? There is a $3.00 convenience charge for credit card payments. However, you may pay by electronic check without a charge. 10. What methods of payment can I use? We currently accept Visa, MasterCard, and Discover, & American Express as well as drafts via checking account. 11. Is there a limit if I am using my credit card to pay my bill online? Yes. A limit of $500 total can be paid using your credit card account. This includes multiple transactions on an account within the same month that total $500. 12. Is there a limit if I am using my checking account to pay my bill online? No. There is no limit when paying with your checking account. 13. How do I locate my meter? Provided below is a schematic that illustrates how you can find your water meter. If there is a discrepancy on the bill please contact the Customer Service Department at 206-1600. 14. Where can I get a Military Waiver? Click here for the military waiver form. 15. Who do I call if I need to locate my water or sewer lines? Please call the Engineering & Records Department at 206-1627 if you need your water or sewer mains located. We typically require 48 hours’ notice to provide line locating/marking service. 16. How can I file a complaint? You can call customer service to file a complaint or submit it via our Contact Us web page. 17. How can I check my balance? You may access account information on our website, via the automated phone system or with one of our customer service representatives. 18. What if I make an Online payment after my water is disconnected? Please be advised that making an online payment once your water service has been disconnected does not automatically schedule the reconnection of your water service. All reconnection fees, late penalties and deposits must be paid before services will be reconnected. All late penalties and fees associated with collections must be paid for services to be continued whether or not s ervices were actually disconnected. If your water service has been disconnected and you make a payment online to re-establish service, you must call our Customer Service Line at 334-206-1600 during our regular hours of operation (Mon-Fri, 7AM - 6PM, excluding holidays) and speak with a Customer Service Representative to schedule an appointment to turn your water service back on. If you would prefer, you may also visit one of our payment centers to speak with a Customer Service Representative to schedule reconnecting your water service. If you have any questions regarding this policy, please contact our Customer Service Department at (334) 206-1600. 19. What is the normal Billing Period? Meters are read monthly. If a reading is unattainable, a bill will be issued based upon estimated consumption.A normal billing cycle is approximately 30 days. Failure to receive a bill does not exempt the customer from timely payment or preclude service termination. 20. When is my bill due? Payment is due by the due date on the bill. A bill becomes delinquent if it is not paid by the due date. When an account becomes delinquent, a 10% late fee is added to the water balance. For accounts that have a current and past due balance and payment is not received by the due date of the bill the service is subject to disconnect on the following business day. If you feel that there is a billing error or other legitimate compliant, you must notify the Montgomery Water Works either by phone or in person prior to the due date of the bill. This will not exempt you from paying your bill by the due date. 21. Can I select my own due date for billing? Due dates are established by geographical areas of town. Therefore, customer selected due dates are currently not available. 22. When establishing new service, do I need to put down a deposit? The Board requires a deposit as security against future charges for water service and sanitary sewer service. The amount of the deposit is based on the size of the meter and the actual consumption. A deposit or an additional deposit may be required if the Consumer does not maintain a good credit rating. Should the consumption decrease, the amount of the deposit may be adjusted at year end. 23. Why was I billed a deposit or increase in deposit due on my existing account? Pursuant to the Board's rules and regulations, if your account is disconnected for non-payment, your usage history will be reviewed and a deposit may be billed to the account. 24. What about damages and/or illegal connections? Tampering with Montgomery Water Works meters, water or sewer mains, or other system components is prohibited and in violation of Section I - G of Montgomery Water Works & Sanitary Sewer Board Rules and Regulations. 25. What is the importance of detecting leaks? Leaks cost you money...period. It is very important to be aware of any leaks in your home or on your property and to repair them as soon as possible. If you notice an unexpected increase in your monthly water usage or the amount of your water bill, more times than not, a leak is to blame. Leaks can be found from any household appliance connected to your home's plumbing system including your water heater, washing machine, dishwasher, indoor faucets, outdoor hose bibs, sprinkler systems and swimming pools. Any of these items, and many more, can be the culprit. However, above all else, your bathroom toilet is the most common source of household water leaks. Many toilet leaks may be completely silent and, to the naked eye, undetectable. But this type of leak can definitely make its presence known on your water bill. Depending on the size of the water meter and the water pressure (or PSI) at a given location, even a minor leak can result in a MAJOR increase in your water bill due to the continuous loss of water. 26. How do I detect a leak? There are several ways to go about looking for suspected leaks. ConserveH2O.org suggests the following: Read the water meter before and after a 2 hour period when you know that no water has been used. If the water shows a different reading after the 2 hour period, you have a leak. Put food coloring in your toilet's tank. If the color seeps into the bowl (give it an hour or two), you have a leak. Use a grease pencil to mark the level of your pool at the skimmer. Check it 24 hours later. Your pool should lose no more than 1/4" per day. Examine the outside and bottom of your water heater. Look for dripping water down the side of the tank or pooling water underneath. Check the spout and shower head in the bathtub for dripping water. Soft spots on the lawn and around an underground sprinkler indicate a leak that is being absorbed by the ground. Grass that is greener than the rest of the lawn, especially near a known water source like your service line or sprinkler system, is a good indication of leaking water. 28. I had a leak repaired on my side of the meter. What do I need to do to qualify for an adjustment? Contact our customer service department, by email, fax or phone and provide a receipt from a certified plumber detailing repairs. Click here for more information. 29. What is the contact information for sanitation (garbage) inquiries? The City of Montgomery –Sanitation Department provides this service. You may reach them at 206-1619 or at this link. 30. Where can I obtain or drop off Grecycle containers? Click here for more information.