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The original item was published from 3/23/2021 5:52:00 PM to 5/14/2021 3:46:37 PM.

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Posted on: December 11, 2020

[ARCHIVED] Water Service Disconnections Resume in January

Salem Lake Dam aerial

Water and sewer customers with past-due balances must call City Link 311 or 336-727-8000 to enroll in payment plans and avoid termination of service. Winston-Salem/Forsyth County Utilities resumed charging late fees on past-due bills in October and returned to standard business practices in January, which includes disconnection of delinquent accounts.

At the end of September, letters were sent to approximately 15,000 customers with outstanding balances urging them to call City Link to get on a payment plan. Those who have not taken this easy step will now receive termination notices. Customers are responsible for their bill and charges cannot legally be waived.

Those unable to pay their total balance by the due date must call City Link to take advantage of interest-free payment plans. If monthly installments and all new bills are paid on time, accounts will not accrue additional late fees and, more importantly, customers will not lose water and sewer service. Customers experiencing loss of income due to the pandemic may be referred to local charitable agencies providing financial assistance.

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.

Additional information: 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. Referrals were provided to local agencies for 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. WSFC Utilities has complied with all provisions of the COVID-19 State of Emergency, provided an additional two-month grace period on late fees and waited five months before reinstituting disconnections.
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