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Posted on: November 6, 2020

Payment Plans for Past-Due Utility Bills

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Water and sewer customers who have fallen behind paying bills during the pandemic have a limited opportunity to enroll in payment plans in order to avoid late fees and other penalties on their bill. Effective October 1, Winston-Salem/Forsyth County Utilities resumed charging late fees and penalties on past-due bills. Customers unable to pay the total amount by the due date on their bill must call City Link to enroll in payment plans and avoid disconnection. If monthly installments and all new bills are paid on time, your account will not accrue late fees and your service will not be disconnected.

Gov. Cooper’s Executive Orders 124 and 142 waived fees and disconnections March 31 through July 29. Throughout the pandemic, customers have been encouraged to continue paying bills to avoid accruing a large balance. Since early March, customers experiencing financial hardship were urged to contact City Link and make payment arrangements on outstanding bills. Those who were unable to keep up are now required to set-up a payment plan to avoid disconnection.

At the end of September, letters were mailed to approximately 15,000 customers who were 60 days or more past due. Delinquent balances averaged $300. In order to take advantage of interest-free plans with equal monthly payments, customers must enroll by contacting City Link. Customers seeking additional relief may be referred to local agencies for financial assistance.

Prior to inception of the executive orders and since their expiration, WSFC Utilities voluntarily suspended water disconnections and also waived late fees and interest penalties assessed on or after March 13. These waived fees total more than $1.6 million to date. 

The executive orders required public utilities to allow customers a minimum of six months to pay overdue utility bills with due dates between March 31 and July 29, 2020. WSFC Utilities complied with all provisions of the COVID-19 State of Emergency and then provided an additional two-month grace period on late fees.

For more information on payment arrangements, visit Then call City Link 311 or 336-727-8000 to enroll. Customers may also enroll in-person by visiting Utilities Customer Service Monday through Friday between 8 a.m. and 5 p.m. in the Bryce A. Stuart Municipal Building, 100 E. First Street, Suite 121 in Winston-Salem. Face coverings must be worn inside municipal buildings.
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