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 (except holidays). Our drive thru window opens at 7:45 a.m. each weekday (except holidays). CWL may be contacted by phone at (870) 935-5581 24 hours a day 365 days a year.
CWL now offers free email billing to all customers.
If you wish to have your bill(s) emailed to you, simply email us at firstname.lastname@example.org with your account number(s) and telephone number and stating you wish to have your bill emailed to you. The bill(s) will be emailed on the same date as other bills are mailed.
Since customers receiving bills by email do not receive the mailed copy with a return stub, paying bills by our convenient bank draft program or other electronic methods is preferred.
If you are not currently on bank draft (a free service) and wish to be, click on "bill payments" and "bank drafts." You may print out the form, fill it out and attach a voided check. Please scan and email the form to us at email@example.com; fax it to us at (870)930-3353; mail it to us at PO Box 1289, Jonesboro, AR 72403; or bring it to our office at 400 East Monroe.
If you wish to pay online by phone, click on "bill payments" and then follow the instructions. A convenience fee will be charged for this service by the third party provider.
What methods are available by which to pay my utility bill?
- CWL has a convenient bank draft option available. This is a free service that saves you time and money. Customers have the option of the bill being drafted on the regular due date or on a selected draft date (some date restrictions apply based on service address).
- You may pay online or by phone using your Visa, MasterCard, Discover, debit card or electronic check. Online payments can be made by clicking on "Bill Payments" and following the instructions. To pay by phone, call 1-855-288-0680 and follow the automated instructions. Please note a convenience fee will be charged for this service by the third party provider.
- 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.
- 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!)
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.
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 the 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.