Utility/ Customer Service Billing FAQs
Frequently Asked Questions Customer Service
**Effective October 1, 2019, the City of Hendersonville Customer Service Division will be updating their hours to 9am – 5pm (Monday through Friday).**
What if I don't have my bill?
Call customer service to find out your billing total and they will be glad to provide you with the information needed to process the payment yourself.
How will my payment be confirmed?
If paying on-line you will receive an email confirmation number and if paying by phone you will be given a confirmation number.
Can I make an on-line payment if my water has been disconnected or is subject to be disconnected?
Call customer service to find out the amount you need to pay to restore or maintain your service. Additional late or disconnection charges may have been added to your account.
When will my payment post to my account?
Payments made via credit card or electronic check will be posted to your account on the next business day.
How can I manage my account on-line?
Customers can utilize the online payment portal to make one-time payments against any bill(s) listed to their account. To utilize the portal, please have available your account number and customer Identification number.
Where/how do I pay my water/sewer/garbage bill ?
In person or by mail: City Hall, 160 Sixth Ave. E., Hendersonville. Parking is available on corner of King Street and Sixth Avenue. Pay inside at the payment windows on the ground floor or use the drop box in parking lot.
By phone – Due to upgrading our 828) 697-3052 – electronic check and debit or credit card – We accept Visa, Mastercard, and Discover.
Automatic Bank Draft is available for utilities – payments are drafted on the due date of the bill. Click here to enroll online: you may also download and print an enrollment form to mail or hand deliver to us; or phone (828) 697-3052 to have a form mailed to you. You may also access the form here.
Online payments – Visit the portal to make an online payment!!
Why must I prove who I am if I am just paying a bill?
In accordance with the Federal Trade Commission's Fair and Accurate Credit Transactions Act of 2003, the Identity Protection Act of 2005, North Carolina General Statutes (N.C.G.S.) 75-60 of the Identity Theft Protection Act, N.C.G.S. 14-113.20 Identity Theft, and N.C.G.S. 132-1.10 of the Public Records Act (together, the "Act"), the City is required to safeguard certain information of customers. Under this "Act", customer credit information including billing information, pay arrangements, and financial transactions are listed as confidential information and due to this law we will ask you for identifying information to make sure we are not giving any of your confidential information to the wrong person. If you have your bill with you, we do not need to ask you any identifying questions. If we do not have any identifying information set up in our system, you will be asked to show identification and asked if you would like to set up a password to access your account with us.
How do I get my water service started, disconnected, or transferred?
Call-You may contact Customer Service at (828) 697-3052 if you need assistance with the application process.
In Person-At City Hall (160 6th Avenue East, Hendersonville, NC 28792). Please proceed to the 3rd Floor where Customer Service is located.
If I have a leak will I get an adjustment on my bill and if so, how much?
Customers are eligible for a leak adjustment once every 24 months. You may call Customer Service at (828) 697-3052, when the repair is complete, to request an adjustment form or you may apply online here. The abnormal water consumption must be one and a half times the normal average consumption of the customer. Once your consumption is back down in your normal range, your adjustment will be calculated and appear as an adjustment on the next bill. The adjustment process may take up to 3 months before the adjustment is processed on your account. During the leak process it is required that the average normal bill amount be paid each month. Please visit our leak adjustments page for more information.
Why do I receive a bill for my water and a separate bill for my sewer service?
In certain areas, City of Hendersonville water customers have sewer service provided by Henderson County. These are two separate government entities and payment for that sewer service must be made according to the instructions on that bill.
Where do I call if I have questions about my City tax bill?
Beginning July 1, 2019, Henderson County will bill and collect property taxes for the City of Hendersonville. Tax bills will include both Henderson County taxes and the City of Hendersonville tax on one combined bill.
If you have questions concerning your 2019 tax bill contact Henderson County Tax Office-(828) 697-5595.
For prior year City of Hendersonville taxes contact Customer Service-(828) 697-3052.
Where do I call if I have questions about my water/sewer/garbage bill?
Customer Service – (828) 697-3052
What is a Stormwater Fee?
The stormwater fee used to be called an "ESF Base Charge", which you might have seen on your bill. It is $5 per month for all water customers inside the City and its ETJ. This fee provides various environmental and property services that are required by the federal government.