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The City of Titusville, Florida / Support Services / Customer Service/Utility Billing / Frequently Asked Questions / Customer Service Questions

Frequently Asked Questions - Customer Service/Utility Billing
Customer Service Questions

Q: What do I need to do to open an account for water, sewer and garbage service?

A: You can apply for service in the Customer Service office located on the first floor of City Hall at 555 S. Washington Ave. in Titusville. Our office hours are from 8:00 a.m. until 5:00 p.m. Monday through Friday.


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Q: What is the amount of a deposit?

A: Utility deposits vary based on the services available to the property, meter size, and if applicable, dumpster size.  For example, for residential service the deposit is $40.00 for water $60.00 for sewer and $48.00 for garbage. A non-refundable administrative fee of $15.00 will also apply. You may contact the Customer Service Division at 383-5791 for more information.


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Q: Will my deposit be refunded?

A: Residential deposits are refunded after (36) consecutive months of good payment history (which includes no late fee penalty, no cut offs for non-payment and no NSF checks). 
Note: Commercial deposits are refunded when the account has been terminated.


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Q: Where can I pay my bill in person and are there alternate payment methods?

A: Payments can be made in person at the Customer Service Division, 555 S. Washington Ave., in Titusville.  You can also deposit your payment in the night drop boxes* at the front entrance to City Hall, or on the northern side of the City Hall in the City Hall parking lot.  Please remember to write your account number on your check to ensure your account is properly credited.  Payments without the stub or account number on the check may be delayed.  No cash payments in the drop box.

You can also make payments over the phone or in person via Visa/Mastercard.  There is an additional charge of $2.00 when paying over the phone.

On-line payments are also accepted at https://govnow.titusville.com/wps/portal but an additional charge of $2.00 will be applied to each payment.

*Drop box payments will be processed the next business day.



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Q: How do I terminate my account?

A: You may come to City Hall during our business hours to fill out a termination of service form. You will need your forwarding address, forwarding phone number & the date you would like service to be disconnected.

*If you own the property your meter can be disconnected at the street but this will not circumvent the fixed fees that will be billed to your account until the property is either sold or rented.



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Q: What if I want my service disconnected temporarily?

A: Your service can be temporarily disconnected by coming to City Hall during our business hours or calling us at 383-5791. There will be a $15.00 administrative fee for this service.

*Even though your meter has been temporarily disconnected this does not stop the fixed monthly charges for water, sewer and garbage. These charges continue each month until the property is either sold or rented.



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Q: What do I need to do about changing my mailing address?

A: You may change the mailing address your bill is sent to by sending the request in writing to P.O. Box 2807 Titusville, FL 32781-2807.


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Q: What is the fixed Monthly Charge that appears on my bill?

A: The fixed monthly fee that appears on your bill is to pay for the fixed costs associated with supplying service to your property.


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Q: Under what circumstances can my bill be adjusted?

A: A customer may receive an adjustment to their utility bill it situations where the water did not enter the sanitary sewer system (i.e. main line break, slab leak, pool fill, etc.) A written request must be submitted (60) days after receipt of the bill for which the adjustment is being requested. Only one (1) adjustment will be granted in a twelve-month period.  For more details of the adjustment process please call the Customer Service office between 8:00 A.M – 5:00 P.M. Monday – Friday at 383-5791.


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Q: How often will I be billed?

A: Once per month you will be issued a bill that is due (15) days from the time of billing. Non-receipt of bills by the customer, shall not release nor diminish the obligation of the customer with respect to payment thereof.


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Q: What happens if I do not pay my bill?

A: Service will be disconnected for non-payment.  You will receive a “Delinquent Notice” 10-days prior to your scheduled date of termination. This letter will explain that all past due amounts must be paid no later than 5:00pm (EST) the business day prior to your scheduled date of termination. All payments received after that deadline (i.e. via on-line payments, dropped in the night box, etc.) will be processed for termination and all balances become due, a $25 reconnection fee, and any deposits not currently on the account will be required to restore service.

***Payments made via our two night drop boxes must be received no later than 4:00pm EST the business day prior to your scheduled date of termination.***



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Q: How often is my meter read for billing?

A: Your meter will be read once per month.  Water usage is NOT estimated unless a read cannot be obtained (i.e. meter under water, meter register broken, etc.).  In the event that a read has to be estimated due to these types of circumstances, the estimate will be based on the previous 6-month average.


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Q: What do I do if I believe my meter to be misread?

A: Please contact the Customer Service Division at 383-5791. The City will re-read your meter free of charge once within a twelve-month period. If this service is requested more then once a service charge of fifteen dollars ($15.00) will be applied to your account. A leak check is performed by watching your meter for ten minutes and if the meter moves with no water running in the home this is an indication of a leak.


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Q: Can I have my water meter tested for accuracy?

A: Yes, the customer may request a water meter to be tested, for a fee of forty-five dollars ($45.00) or actual cost for a meter two (2) inches or greater in size paid by the customer. If the testing demonstrates that the meter is not accurate, the fee will be refunded.


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Q: What is the effective date of the rates?

A: Pursuant to Florida Statutes, all correspondence with the City is an open public record.

Rates Effective 10/01/2005.

No free service shall be provided to any customer.


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Q: Is a deposit required to start a new Utility account?

A: Yes.  All new accounts are required to pay a deposit at the time of account initiation.  Deposits cannot be billed.  Deposit amounts vary and are based on the meter size, services available to the property, and prior utility credit history.
 


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Q: What is an IVR phone system

A: IVR is a technology that allows a computer to interact with humans through the use of voice and DTMF (Dual-tone multi-frequency) tones input via keypad.  The new system will allow the customers to automatically submit a payment over the phone without verbal contact with a Customer Service Representative which will greatly reduce the call load streamlined into our Customer Service Division.  The City of Titusville Customer Service Division implemented the IVR phone system on December 2, 2013.  There will be a $2.00 credit card convenience fee for submitting credit card payments via the IVR phone system. 


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P. O. Box 2806, (32781-2806) - 555 S. Washington Avenue - Titusville, FL 32796 - Phone: (321) 567-3775 - Fax: (321) 383-5704 - Site by Project A