Utility Collections

Temporary utility payment policies in place (updated July 22, 2020)

Governor Cooper has informed municipalities and other utility providers that Executive Order 142 will expire July 29, meaning normal utility billing will resume July 30. We encourage customers who have accrued an unpaid balance of any amount to contact us at 704-920-5555 to establish a payment plan. We understand the financial hardship the COVID-19 pandemic has brought to many customers and our team stands ready to help through this difficult time.

Several statewide Executive Orders temporarily suspended residential utility service disconnections and waived penalties, fees, and interest on amounts due between March 31 and July 29. Payments due before March 31 will be subject to disconnection beginning July 30. If you have an unpaid balance on your account, please contact Customer Care at 704-920-5555 to establish a payment plan and avoid disconnection.

Customers will have at least a six-month period beginning July 30 to pay off unpaid balances that came due between March 31-July 29. Unpaid balances prior to or after this timeframe will be due according to our typical policies. Please contact Customer Care at 704-920-5555 with any questions or concerns regarding payment on your utility account, or if you are having trouble paying your bills. We thank our customers who have remained current or have paid what they are able during this time, and look forward to working with you. Click here for additional information.

Department Supervisor:

Rita Ellison, 704-920-5265

For information regarding our Bank Draft Program, please contact the Customer Service Department.

Collection Issues:

If you feel that your bill does not reflect payments or a deposit that you have made prior to the closing date of your bill, or to inquire about non sufficient funds, you may contact the Collections Department at (704) 920-5238.

Names to Know:
April Clark 
Sarah Bell
Peyton Deese
Amari Elliott

The City has implemented a lock box payment processing program. To assist us in providing you the most sufficient processing of your utility payment, please use the return envelope and billing stub provided to you each month. Our new payment processing address is:

City of Concord
PO Box 580469
Charlotte, NC 28258-0469

Written inquiries and correspondence concerning your utility account or other city issues please use:

City of Concord
PO Box 308
Concord, NC 28026-0308

Autopay Information

To enroll in Autopay, log in to your eCARE account and select “Log in to Invoice Cloud” from the left side menu. At the next landing page, select “My Profile” then select “Autopay”. Follow the instructions on the screen to add your payment method and activate Autopay enrollment for your next billing due date.

Contact collections@concordnc.gov if you need assistance.


Frequently Asked Questions:

Q. When is my bill due?

A. All utility bills are due and payable upon receipt. The customer has the responsibility of paying the bill within 25 days of the bill date before it is considered past due.

Q. When is my bill past due?

A. An account is considered past due if payment has not been received by 2:00 PM on the 25th day from the bill date.

Q. When is disconnection of past due accounts?

A. An account is disconnected the 45th day from the bill date. Please note that delinquent accounts are turned over to a collection agency and may affect your credit report. Click here to learn more.

Q. Do I need my bill to make a payment?

A. It is STRONGLY recommended that you bring your bill when making payments in person, but a collection clerk will assist you if circumstances prevent you from having your bill.

Q. What are alternate methods of payment?

A. Payments can be made by mail, in person, Market Street drop box, Automatic Bank Draft, Automatic Credit Card Draft, or by Credit Card.

Q. What is the latest that I can bring in my payment so that it will post on the same business day?

A.  Payments made after 2:00 PM will be posted on the next business day.

Q. Will I be billed if my electric is turned off for nonpayment?

A.  An Administrative fee of $50.00 will be charged if service is disconnected for nonpayment.  After 4:00 PM, a $100.00 fee will be charged.

Q. If I make my payment in the Market Street drop box, when will it be posted to my account?

A.  Payments are retrieved from the drop box at 8:00 am and 2:00 p.m. each business day.

Q. If the check that I wrote for payment of my bill was returned for non-sufficient funds, what happens?

A. A letter will be sent stating that you have seven (7) business days to contact our office to make arrangements for repayment. Your payment will be charged back to your account with a $25.00 NSF fee added to that balance. In addition, if a response is not received by the date given on the notification letter, your account goes to "cutoff" status and an Administrative fee of $50.00 is charged for reconnection.

Q. What happens if more than one check is returned for non-sufficient funds?

A. If more than 1 check is returned in a 60-day period of time for non-sufficient funds, your account will be coded for CASH ONLY payments for a one (1) year period of time. After one year, your account will be reviewed, and a determination made at that time.