FAQs • Boerne, TX • CivicEngage

What if I move to a different address?: If you are still with our utility service, we can continue to draft your bill at your new location. You can let Utility Customer Service & Billing know that you would still like to have the bill drafted at your new location or you can contact the Customer Service & Billing Department at (830) 249-9511 option 1. If you move out of our service area, the draft automatically ceases with your final bill.

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Billing

1. What type of deposits are accepted?: The City of Boerne will accept cash, check, or money orders for deposits. The city will also accept a savings assignment, bond, or letter of credit. All refunds and releases are based on your payment history. For more information, contact Utilities Billing at (830) 248-1535.

2. When will my deposit be refunded?: If you are a residential customer, your deposit will be credited to your utility account after your 12th month of of continuous utility service with no more than one late payment. If you have a commercial account, your deposit(s) will be refunded after your 36th months of continuous utility service with no more than two late payments. For more information, contact Utility Customer Service at (830) 249-9511 option 1.

3. What if I have a question about my bill?: The Billing Department will be glad to assist you with understanding your bill. Call (830) 249-9511, select option 1 and then option 3.

4. Is the reading on my bill estimated?: All meters are read on a monthly basis. There may be unusual situations that will require us to estimate your meter occasionally. Some examples of these situations would be a locked gate, combo or key change on a lock, or an aggressive dog. We will always attempt to contact you before estimating a meter.

5. Are my meter readings correct?: The Billing Department will revisit your location to verify any questionable reading(s). We can show you how to read your meter(s) so you can monitor your usage(s).

6. How can I use so much water?: Residential water meters normally involve the installation of a 5/8" meter with a flow of 20 gallons of water per minute. This means that a faucet running completely open for one hour per day could register 360,000 gallons of water monthly on the meter. Customers should always use caution with water usage, monitoring outdoor watering and being alert for leaking faucets, toilets, standing water in the yard, or for soggy ground around outdoor faucets.

The Utilities Customer Service office accepts applications for service. Their office is in City Hall at: 447 North Main Street, Boerne, TX 78006

In addition, Customer Service accepts applications via email at [email protected] and via Fax: 1-830-249-2580.

They may be contacted at (830) 249-9511.

8. What utilities are provided by the City of Boerne Utilities?: Electric, water, reclaimed water, gas, sewer, and trash services are provided to our customers. Customers receive one bill with all services included.

9. Where can I obtain additional information?: Contact the Utility Customer Service & Billing Department at (830) 249-9511. We will help you with any questions that you may have.

10. What if I move to a different address?: If you are still with our utility service, we can continue to draft your bill at your new location. You can let Utility Customer Service & Billing know that you would still like to have the bill drafted at your new location or you can contact the Customer Service & Billing Department at (830) 249-9511 option 1. If you move out of our service area, the draft automatically ceases with your final bill.

11. What if I change my financial institution or credit card company?: Contact us immediately at (830) 249-9511. We will need a current voided check or a current copy of your new credit card.

12. Can I specify how much you can draft from my account?: No. At this time, the amount of the entire utility bill is drafted for payment.

13. Can I select my draft payment date?: Unfortunately, due to our cycle billing process, this is not possible. Your bill due date will change monthly - due to the varying numbers of days in each month and scheduled holidays.

14. When paying by draft, how will I know that my bill has been paid?: Your account will be debited for the billed amount on the due date of your bill each month. You can verify your account balance by contacting the Customer Service office or the Billing office at (830) 249-9511.

15. Will I continue to receive a bill if I sign up for automatic drafting?: Yes. You will receive a bill each month with a breakdown of usage and charges. You will notice that the bill states: Paid by Draft.

16. After I submit my application, when will the drafting begin?: Drafting will begin the month following your application, on the due date of your bill. After applying for automatic draft, when you receive the first bill, contact the Billing office at (830) 249-9511 for verification of payment.

17. How much is the fee charged to be on automatic draft?: This service is free of charge to our customers. However, check with your financial institution to see if they charge any related fees.

18. Who can sign up for Automatic Draft?: Residential and Commercial customers who have utility accounts can sign up for Automatic Draft. Submit your application for Bank Draft or Credit Card Draft to the Utilities Billing office and they will do the rest. The ACH Draft Application can be faxed to (830) 248-1120 or mailed to:
402 E. Blanco Rd.
Boerne, TX 78006
ACH Draft Application

20. How do I learn about utility availability?: To learn about utility availabilities in your area, please contact Utilities Administrative Supervisor Andrea Snouffer at [email protected] or by phone at 830-249-9511 (option 1).

21. How do I learn about the hardness of the water at my home or business?: To learn about the hardness of the water at your residence or business, please contact Utilities Regulatory Administrator Crystal Barrera at [email protected] or by phone at 830-249-9511 (option 1).