Frequently Asked Questions about CWL
What are your office hours?
Our office hours are Monday through Friday 8:00 a.m. until 5:00 p.m. Our drive thru window opens at 7:45 a.m. each weekday. CWL may be contacted by phone at (870) 935-5581 24 hours a day 365 days a year.
Why is my bill higher this month than it was last month?
There are several reasons a bill may be higher. The number of days in the billing period fluctuate from month to month. The weather conditions vary from month to month which means the heating and air conditioning usage will vary. Additional members in the household or a visitor for an extended period of time will result in additional usage. Additional appliances, changing from gas to electric heat and watering a lawn or garden for the first time will cause bills to be higher.
May I pay my utility bill by credit card, debit card or electronic check?
You may pay using your VISA, Mastercard, Discover, debit card or electronic check, by clicking on “online payments” or by calling 1-866-338-8739. A convenience fee will be charged for this service by the third party provider..
What other methods are available by which to pay my utility bill?
- CWL has a convenient bank draft option available. Customers have the option of the bill being drafted on the regular due date or the 3rd of the month.
- Customers may pay through our night depository located next to the drive thru window. Payments should be in the form of check or money order. (NO CASH PLEASE!)
- Customers may mail their payments to us at P.O. Box 1289, Jonesboro, AR 72403
- Customers may make payments at the drive thru window. Please bring your bill.
- Customers may make payments inside our office. Please bring your bill.
Must I come into the office to set up my account?
As a result of federal regulations and to protect your identity, it is necessary for you to come into our office and present two forms of identification. Acceptable forms of identification would include a government issued picture identification such as a state driver’s license and the prospective customer’s social security number. The process should take approximately 10 minutes.
When is garbage picked up in my neighborhood? May I obtain a new trash can?
Garbage pick-up is performed by the City of Jonesboro Sanitation Department which may be contacted by calling (870) 932-7520.
If I need assistance in paying my bill, what should I do?
Crowley’s Ridge Development Council disburses federal assistance for qualified individuals when funding is available. They may be contacted at (870) 935-8610. CWL’s Credit Services assists customers in emergency situations by extending the terms of payment.
If I am required to pay a deposit when I connect service, when will it be refunded?
The deposit is refundable after one year of satisfactory bill payment history. A satisfactory bill payment history would mean that the customer has not been late paying his/her bill more than two times in a twelve month period, has not had a check returned for insufficient funds during the twelve month period or been disconnected for non-payment during the twelve month period. At the time a customer disconnects service with CWL and moves to another community, the deposit will be applied against the customer’s final bill. If the bill is less than the deposit, CWL will refund the amount by which the deposit exceeds the bill. If the bill is more than the deposit, CWL will send the customer a bill for the amount by which the bill exceeds the deposit.
Do you have a program in which I can pay the same amount each month?
CWL offers a budget billing program for residential customers with a twelve month history and commercial customers with a three year history who have had service at the same location and have established a satisfactory payment record. A customer is billed the same amount each month and in October of each year CWL adjusts the budget amount for the next twelve months.
If I wish to have services connected or disconnected after hours or on the weekend, will I be assessed a service charge?
Customers can minimize and even sometimes avoid service charges by calling during regular office hours and by calling at least one business day ahead. We do provide same day, after hours and weekend connect and disconnect services but it is more costly.
If I request to have my water turned off due to a leak, will I be charged a fee?
The quickest way for the water to be turned off is by the customers themselves. However if a customer is unable to turn the water off and it is discovered that the leak is on CWL’s side of the meter, the customer will not be charged. If the leak is on the customer’s side of the meter, the customer could incur charges.
Emailing Bills for Bank Draft Customers
City Water and Light now offers a new service for our bank draft customers.
If you are a bank draft customer and wish to have your bill emailed to you instead of a mailed copy, you may provide your email address to us by calling Customer Service at (870)930-3300; faxing your email address, CWL account number and telephone number to us at (870)930-3353 and stating you wish to have your bill emailed to you; or letting us know your email address by emailing us at cservice@jonesborocwl.org with your account number and telephone number and stating you wish to have your bill emailed to you. The bill will be emailed on the same date as the bills are mailed.
If you are not currently on bank draft and wish to be placed on bank draft, click on "bill payments" and "bank drafts." You may print out the form, fill it out and attach a voided check. Upon completing the form you may bring it in to our office at 400 East Monroe; mail it to us at P.O. Box 1289, Jonesboro, AR 72403; fax it to us at (870)930-3353 or scan it and email it to us at cservice@jonesborocwl.org. You may then sign up to have your bill emailed to you.
