Billing & Payment Terms
Pay Your Bill, Your Way
Payment is due by the 15th of each month. If payment is not received by the 16th, the account may be subject to late fees. The collections and disconnection process for unpaid accounts begins at 8 a.m. on the 21st of the month.
Payment may be made at the office, mailed in or paid online. We accept cash, check, money order, or ACH debit from a bank account. We also accept credit cards payments online and in the office using Discover, Visa or Mastercard.
Please Note: Saraland Water does not accept starter or counter checks
Our customer portal provides access to data including online payment with real-time posting to your utility account, detailed billing history, usage information and graphs, and easy management of multiple accounts.
Billing Questions
What happens if my mailed payment is delayed?
Mailed payments can be delayed by postal service issues or by third-party processors that some banks use. Payments are posted when they arrive in our system, and payments must be received by the 15th to avoid late fees.
If you have a copy of your mailed check, payment confirmation, or tracking information, please share it with our team so we can review when the payment posted. If the payment posted after the due date, we can escalate for a billing review. Customers may also contact their bank or the postal service regarding mailing guarantees or trace requests.
Why did I get a late fee if I paid through my bank?
Some banks use third-party processors that mail checks, which can add several days to delivery time. If the payment is received after the 15th, it may be marked as late.
If this happens, please provide a payment confirmation or screenshot. Our team will review the posting date and coordinate with billing. Payments received after the due date are generally subject to late fees unless an internal posting error is identified.
My bank guarantees on-time delivery. Why was my payment late?
While some banks offer delivery guarantees, mailed payments may still be delayed due to processing or postal timelines. Our system reflects the date the payment is received.
If your bank guaranteed on-time delivery and did not meet that guarantee, you may be eligible for reimbursement of late fees through your bank. We recommend contacting them directly while we review your account and confirm the posting date.
What are the best ways to ensure my payment is on time?
To avoid delays and additional fees, we recommend:
– Paying online at saralandwater.com for fastest posting
– Setting up ACH automatic bank draft
– Paying in person at our office or using the drop box
– Paying by card online or in office (Visa, Mastercard, Discover)
If you prefer using your bank’s bill pay service, please allow extra processing time and mail payments early so they are received by the 15th.
Payment Options
Online Payments
Our customer portal provides access to data including online payment with real-time posting to your utility account, detailed billing history, usage information and graphs, and easy management of multiple accounts.
Phone Payments
Pay your bill 24×7 by phone at 866-583-0936
In-Person Payments
Payment may be made directly at the Saraland Water and Sewer Board office located at: 307 Shelton Beach Road, Saraland, AL The office is open Monday – Thursday from 7 a.m. – 6 p.m. We accept cash, check, money order, credit card in the office and by phone.
After hours payments can be made at our night depository in the drive thru.
ACH Payments
Set up ACH to securely withdraw from your account on the 10th of each month by completing an application form at our office located at 307 Shelton Beach Road Saraland, AL. Please note there is a monthly $0.99 fee for this service.
In-App Payments
Install the Saraland Water and Sewer App on your phone to securely keep your banking information and will allow quick payment of your bill. The app is available via Apple or Google Play.
Returned Payments & Payment Issues
Can I request an extension on my bill?
Extensions may be granted in cases of hardship, emergencies, or other extenuating circumstances.
Customers may request an extension before the account enters collections. If approved, the balance due must be paid later within the same month, along with a $25 extension fee, on the date agreed upon with the utility office.
What happens if my check is returned by the bank?
If a payment made by check is returned by your bank for any reason (such as insufficient funds or a closed account), a $30 returned check fee will be added to your account.
Returned check payments cannot be replaced with another check. Payment must be made using cash or money order.
You will be contacted by phone and given until 1:00 p.m. the next business day to resolve the returned payment. If the contact number on file is not a good number, a yellow returned check notice will be hung on the front door and an additional $10.00 fee will be charged.
What if the utility cannot reach me about a returned payment?
If we cannot reach you by phone, a yellow notice will be left on your door informing you of the returned payment.
If the issue is not resolved by 1:00 p.m. the next business day or we do not receive a response, the meter will be locked, a pink notice will be left on your door and an additional $30 fee will be added to your account.
What happens if my service is disconnected due to a returned payment?
If water service is disconnected due to a returned payment:
– All returned payment fees must be paid
– Any applicable service fees must be paid
– Your deposit may need to be updated
Customers must visit the utility office with valid photo identification and proof of residence (such as a lease agreement or proof of ownership) to restore service if required.
What happens if a returned check is associated with a closed account?
If a check is returned because the account is closed, the account may be immediately subject to service interruption.
Additional fees may apply, and payment must be made in person along with any applicable deposit updates before service can be restored.
What happens if my deposit payment check is returned?
If a check used to pay a new account deposit is returned by your bank:
– A $30 returned check fee will be added to your account.
– You will be contacted and given until 1:00 p.m. the next business day to resolve the payment.
If the payment is not resolved, service may be temporarily disconnected until the deposit and fees are paid in full.
What happens if my bank draft (ACH payment) is returned?
If an automatic bank draft (ACH payment) is returned by your financial institution:
– A $30 returned ACH fee will be applied to your account.
– The returned payment must be resolved by cash or money order (not another check).
– You will be contacted and given until 1:00 p.m. the next business day to resolve the payment.
Failure to resolve the payment may result in additional fees and possible service interruption.
What if I have multiple returned payments?
If you have three returned checks or ACH payments, the account will no longer be eligible to make payments by check or ACH for 12 months.
During this time, payments must be made using cash, money order, or other approved payment methods.
Late Payments & Collections
What happens if I don’t pay my bill on time?
Water bills are due on the 15th of each month. Late fees begin on the 16th.
Accounts with unpaid balances after the 20th may be placed on the collections list and/or have their service disconnected beginning on the 21st of the month.
Customers are encouraged to pay their balance before this date to avoid collection fees or service interruption.
What happens when an account goes to collections?
If your account becomes delinquent, a utility representative may visit your residence or business to attempt collection.
Customers may pay the outstanding balance directly to the collector. A $10 collection fee will apply for each collection attempt.
If payment is made at the utility office before the collector arrives, collection fees may be avoided.
What is a Blue Notice?
If the collector cannot collect payment at the door, a Blue Notice may be left at your residence or business.
A Blue Notice gives customers 24 hours to pay the past-due balance to avoid service interruption.
To resolve the account during this time, customers must pay:
– The past-due balance
– A $25 Blue Notice fee
If payment is not received within 24 hours:
– A second collection attempt may occur. Additional fees may apply. Water service may be temporarily disconnected
What is a Money-or-Meter (MOM) account?
Accounts that require repeated collection visits may receive a Pink Notice and be designated as Money-or-Meter (MOM) accounts.
For these accounts, if payment cannot be collected at the door, the water meter may be locked until the account balance and applicable fees are paid.
To restore service, customers must pay:
– The past-due balance
– A $30 collection/unlock fee
The utility office may also verify that the account deposit is current.
If a MOM account pays all bills on time for 12 consecutive months, the account may return to the standard collection process.
What if my meter is locked and I need service restored after hours?
Customers who return home and find their meter locked may request after-hours service restoration.
An operator will provide instructions and explain any applicable after-hours fees. Payment of the outstanding balance and applicable fees will be required before the meter is unlocked.
Customers must contact the utility office the next business day to verify account information and deposits if required.
What happens if someone tampers with a locked meter?
Tampering with a locked meter is prohibited.
If tampering occurs, the customer will be responsible for:
– A $225 tamper fee
– Payment of the delinquent bill
– Any collection fees
– The cost to repair or replace any damaged equipment
– Additional charges for damaged locks, chains, or meter equipment
Who can discuss my account with the utility office?
For privacy reasons, account information can only be discussed with the account holder.
If you would like someone else to speak with the utility office about your account, you must provide written authorization or power of attorney.