FAQ: Utility Billing and Payments Platform

Yes. Our new software has resulted in new account numbers for every customer. As a result, payment needs to be submitted using your new account number. The account number is provided on your bill, starting with the bill dated March 5.

Customers who used these types of payments before the Feb. 26 transition must take action:

• All customers using recurring credit or debit card payments need to enroll in the new system.
• All customers using bank originated bill pay need to create a new payment template.
• All customers paying by bank draft (also referred to as “automatic clearing house” or “ACH”) need to complete and return to the town an automated debit service form along with a voided check or letter from their bank listing their bank account and routing numbers.

If you are a customer using recurring credit or debit card payments, using bank originated bill pay, or paying by bank draft, see below for the actions you need to take to ensure your water and sewer bills can be paid. 

Recurring Credit or Debit Card

Enroll in the town’s new billing system by visiting the customer portal. You will need your new account number and the amount you last paid for water or sewer charges. Please contact the town — by email preferably — for the amount last paid if you do not have your last bill. See the question “How do I reach customer service?”

For confirmation that your automated payment is in effect, look for “Paid by draft” on the bottom coupon of your bill dated for April 2019 or after. Automated payments will have the option to be charged on the 10th or 25th day of each month.

Bank Originated Bill Pay

Change information in your bank’s bill pay feature by using the steps below. Note that implementing electronic payments from your bank can take up to 90 days, but your bank will issue a paper check for payment during this time.

• Log in to your bank’s online bill pay service and create a new payment template.
• Enter the following “remit to” address: Town of Hillsborough, PO Box 429, Hillsborough, NC 27278.
• Enter your new account or customer number in the format shown on your bill (starting with the bill dated March 5).

Bank Draft

Complete and return to the town an automated debit service form along with a voided check or letter from your bank listing the account holder's name and bank account and routing numbers.

• Obtain the form from your bill dated March 5 or after, from the Town Hall Annex (located at 105. E. Corbin St.), or from the Water and Sewer Billing and Collections page of this website.
• Ensure your new account number and the amount last paid are added to the form.
• Return the form by mail to PO Box 429, Hillsborough, NC 27278 or in person or deposit box at the Town Hall Annex.
• Pay by other methods until your bill states it is paid by draft.

Visit the customer portal to register. New account numbers are provided on the bills dated March 5 and after. To confirm your registration in the online portal, you will need your new account number and the amount you last paid for water or sewer charges. Please contact the town — by email preferably — for the amount to enter if you do not have your last paid bill. For contact information and the information to provide in the inquiry, see the question “How do I reach customer service?”

To confirm your registration, you will need both:

• Your new account number
• The amount you last paid for water charges (if you receive water service) or the amount you last paid for sewer charges (if you receive only sewer service).

Your new account number is on your bill, starting with the bill dated March 5, 2019. If the system does not accept the amount you enter, please contact the town for the amount. Due to the number of customers who must be helped, email is preferable. See the question “How do I reach customer service?”

No. FATHOM’s customer portal and customer phone number can no longer be used.

Your bill should continue to arrive via mail during the first week of the month. Your payment due date remains the 25th day of each month, with payment due the following business day if the due date falls on a weekend or holiday.

Yes. An additional $40 delinquency fee will be assessed and service will be disconnected if the previous month’s bill is not paid by the current month’s due date. In other words, disconnection will occur a month after payment has not been received. To be reconnected, the past due bill, all penalties, fees and the current bill must be paid in full.

No. The Hillsborough Board of Commissioners has decided not to add any fees or surcharges to electronic payments of utility bills at this time. The board had considered charging fees to help offset some of the cost the town incurs from payment methods that include credit and debit card transactions. During the last fiscal year, these payment methods for water and sewer bills cost the town about $74,000 in fees. The board noted that automatic bank draft is a preferred, convenient payment method that generates no fees for customers and minimal fees for the town.

Yes, but the number has changed. The new toll-free number is 833-262-5902. Please do not use the customer service number for the Hillsborough Financial Services Department to make a payment by phone. Town staff cannot take credit card numbers over the phone.

See the Hillsborough Water and Sewer Billing and Collections page on this website for a listing of the payment methods. A deposit box is located at the Town Hall Annex, 105 E. Corbin St. Cash should not be placed in the deposit box.

Call the Hillsborough Financial Services Department at 919-296-9450 or send an email to customerservice@hillsboroughnc.gov between 9 a.m. and 5 p.m. Monday-Friday. Responses will be made within 24 hours of the next business day, and inquiries should include:

• Water/sewer service address
• Full name on the water/sewer account
• Water/sewer account number (from bill dated March 5 and thereafter)
• Contact information