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East Cedar Creek FWSD

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Frequently Asked Questions

BILLING QUESTIONS

Question: Why do I get a bill when I didn't use any water?

Answer: If you did not submit to the District in writing to terminate your service, the District may assess a minimum base charge each billing period, regardless of whether water was used.

Question: How do I dispute a bill?

Answer: Contact the Administrative office and speak with a Customer Service Rep, the Billing supervisor, or Office Manager and explain the situation. If you do not get your concerns resolved, ask to be placed on the agenda for the next Board of Directors meeting. You will be responsible for paying the bill until the dispute is resolved.

Question: What if I can't make the payment by the Termination date?

Answer: If you are unable to make your water payment, you can apply for a payment arrangement, PRIOR to termination of service. This option is allowed only twice per year per customer and must be approved by management.

Question: What happens if I do not make a payment by termination date?

Answer: If your payment has not been posted by 5:00pm on the date of termination, your service will be disconnected. To re-connect the service, a reconnect fee will have to be paid (see rates), plus the past due amount, and the current due amount. We will only accept cash, money orders or credit cards on terminated balances - NO CHECKS are allowed after water has been disconnected.

Question: I paid my bill by check and mailed it. I received a late charge posted on my account. Why?

Answer: Our staff picks up mail at the post office twice a day. The day a check is received, it is posted to your account. If you received a late charge posted to your account, the bill was not received by the due date. Our office receives bills at the drop box located at the drive through window at 115 Hammer Road until 5:00pm. Any check received in the drop box before 5:00 pm will be posted that day.

WATER LEAK QUESTIONS

Question: I have a water leak, what do I do?

Answer: If you have a leak, please contact our office at (903)887-7103. If it is an emergency you will receive instructions on another number to contact.

Question: I reported a leak or grinder problem and it is not completely finished. Who do I call?

Answer: If you have previously reported a problem, our customer service department issues a work order on it. Contact our main office at (903) 887-7103 to find out the status.

Question: Can I be reimbursed if I had a leak?

Answer: The district has a leak adjustment program. You must submit to the administrative office copy/copies of the plumbing bill or receipts showing the parts purchased to fix the leak. You must also submit a written request for a leak adjustment with your signature and dates of the leak. Leak adjustment requests will be taken into consideration by management. However, you are required to pay your account on your normal due date, this includes extra water that registered through the meter. If the leak adjustment is approved for adjustment, the extra water will be charged at half the rate in addition to your normal usage.