Do you waive the late fees if I didn't receive my bill?

Our billing service mails all statements out at the same time. Once they go into the postal service, we have no control of the statement. We know that the postal service has changed procedures in West U; they are running longer routes with fewer carriers. The City has experienced some disruptions in our mail delivery just as residents have. However, we cannot be responsible for you not receiving your mail at your home. We can advise you that your bill will go in the mail approximately the 20th-25th of the month and will be due by the third Wednesday of the following month. If you have not received your bill by the first day of any given month, you should call the utility department. City Council passed Ordinance 1969 on February 25, 2013, which allows the late fee to be waived by approval of the City Manager and Finance Director under certain conditions. Any approved waiver will be applied to the following month’s utility statement. 

To request the waiving of a late fee, the user must: 

•Make written request within 30 days of the delinquent notice to; 

•Have not received a waiver for late fees within the preceding 24-month period.

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1. What utilities does West University Place provide?
2. How do I set up my utility service?
3. How do I terminate my utility service when I move?
4. How do I set up automatic payments?
5. What is the link to pay online by credit card?
6. How do I pay/view my utility bill on-line?
7. Does West U really read the water meters each month or is it estimated?
8. Will I get my adjustment on the bill I have in hand now? Do I have to pay this bill or can I wait for the adjustment?
9. Why is my bill so high? Could the City have a leak under the street that is impacting me?
10. Can I see what my bill is online?
11. Can you explain the time factor in the utility billing process?
12. Do you waive the late fees if I didn't receive my bill?
13. Can you waive late fees for customers with good payment history?
14. I got a late fee on my account but my check shows I paid it before the due date.
15. What are some of the things that could cause me a problem with my utility account or cause me to have late fees?
16. Why do you cut off residential water? What about families with older adults or children?
17. What happens if I need to enter into a payment plan?
18. I pay using my bank's bill-paying program. Is that an electronic transfer that is credited on the same day as my bank takes the money from my account?
19. What kind of information do we need to provide to maintain current customer records?
20. What do I do before, during and after a delinquent termination of service?
21. What discounts do I get on my water bill when I turn 65?
22. If I have had an account in West U for years, you have my information ---right?
23. What is the ordinance about utility payments?
24. So you have missed your utility payment? What should you expect to happen?