Water and sewer bill update: We have a new mailing address for water and sewer bills: P.O. Box 88080, Chicago, IL 60680-1080.
Fifth Third Bank changed the address to improve payment processing. The change goes into effect with this month's bill.
Any payments sent to the previous lockbox address in Carol Stream will still be processed through January 30, 2025.
More efficient billing system in the works: We're rolling out new software that will make water and sewer billing easier and more efficient. This upgrade will also allow you to connect with us through your phone or other devices. The software will help us gather information that improves how the City delivers services. We're aiming to have everything ready by summer 2025, though some features might come sooner.
We've made some changes recently, which have caused a little confusion. These FAQs should help explain the process and what to expect with billing and upcoming improvements.
We know changes can be tricky, so we appreciate your patience and feedback as we work to serve you better!
1) Why are we switching to monthly billing?
Most utilities bill monthly. It helps you plan your budget better and makes it easier to spot unusual usage (like a running toilet) that might lead to a higher bill.
2) What’s the billing cycle?
- Day 1: Bill mailed (around the 10th of each month)
- Day 21: Payment due
- Day 22: Late fee added
- Day 35: Service may be turned off if unpaid
3) When will I get my bill?
We send bills around the 10th of each month. It may take a few days to arrive depending on the postal service. With the new software, you’ll soon have the option to receive e-bills and view your bill online.
4) What if I don’t get my bill?
If you don’t get your bill by the 20th, give us a call at 630-836-3050. We can send you a copy or let you know your balance to avoid late fees.
5) Can I view my bill online?
Not yet, but it’s coming! By summer 2025, you’ll be able to sign up for e-bills and check your utility bills online.
6) If I already use autopay, will I need to change to the new system?
The goal is to move the current Auto Pay enrollment information into the new system and keep it seamless for the customer. However, these details will not be known until we get further along into implementation.
7) When is my payment due?
Payments are due 21 days after the bill is issued, usually around the end of the month.
8) Why did we stop sending separate late notices?
Now that we bill monthly, we no longer need to send a separate late notice. Your new bill will include any late fees and unpaid balances. With the new software, we’ll offer alerts by text or email to keep you updated.
9) What happens if I don’t pay on time?
A late fee will be added the day after your bill is due. If the bill isn’t paid by the 35th day after the bill was issued, we may place a door hanger notifying you of service shutoff. If payment isn’t made by the scheduled date, your water service may be disrupted until the outstanding balance and associated fees are paid.
10) Why is there a fee to turn my water back on?
It takes staff time to tag your door with a shut-off notice and turn your service off and back on. During this time, staff can’t do other work around the City, so the fee helps cover those costs and encourages on-time payments.
11) What if I’m having trouble paying my bill?
If you’re struggling, please call our Finance Department at 630-393-5753 to set up a payment plan. You can also contact DuPage County Community Services at 630-407-6500 for help. Or visit the Community Services website for more information.
12) Can I pay my bill online?
Yes! You can pay online using our e-payment option on our website at: Payment Portal
13) Can I set up auto-pay?
Yes, go to our website to get started at: Auto-Pay
You can also set up auto-pay through your bank. Contact them for details.
14) Do I have to pay my bill online when the new system begins?
No. You can continue to pay your bill in-person at City Hall.
15) What other payment options are available for paying my water and/or sewer bill?
Check out our website for more options at: Billing and Rates
16) Where do I send my check?
We have a new mailing address for water and sewer bills: P.O. Box 88080, Chicago, IL 60680-1080.
Fifth Third Bank changed the address to improve payment processing. The change goes into effect with the November 2024 bill.
Any payments sent to the previous lockbox address in Carol Stream will still be processed through January 30, 2025.