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Utility Customer Service

Show All Answers

1. How do I download the eAssist application for my smartphone?

We have created an step by step instructional along with direct QR links to the app stores for the respective devices.  You can find these instructions and links here.

2. Can I pay my City of Garland utility bill online or by phone?

Yes, you can pay online, or call 972-205-2671 and press 2. Your payment will be processed by ACI Speedpay.

You can make payments 24 hours a day, seven days a week. Your payment will be posted to your account within one business day. Write down or print out the confirmation number you receive as a verification of the process.

3. What kind of payments can I make online or by phone?

Using the ACI Speedpay service, you can choose from several ways to make payments including:

• Visa, MasterCard, Discover and American Express credit cards
• ATM or debit cards issued by banks, with the Star, Pulse, NYCE or Accel logo
• Electronic payments from your checking, savings or money market accounts

4. Can I use a prepaid debit card to pay online or over the phone?

No, the Western Union Speedpay service does not support prepaid debit cards as a method of payment. Please use a regular debit or credit card instead.

5. Is there a fee associated with making credit card, ATM, debit card or electronic payments?

Yes. ACI Speedpay charges a convenience fee for each transaction. The City of Garland does not receive any revenue from this fee. The ACI Speedpay convenience fee schedule is as follows:

• Commercial Customers - $15.95 for each payment transaction up to $2,500
• Residential Customers - $2.95 for each payment transaction up to $600

6. Why is there a fee associated with these payments?

With the transition to ACI Speedpay, customers who choose to use their service will incur a convenience fee for each payment transaction. The City of Garland does not receive any revenue from this fee.

7. I am a Residential customer. What do I do if my bill is $700 and the maximum transaction amount is $600?

You will need to make 2 payment transactions. The first payment will be $600, and the second payment $100. There will be a separate convenience fee of $2.95 for each transaction.

8. I am a Commercial customer. What do I do if my bill is $3,000 and the maximum transaction amount is $2,500?

You will need to make two payment transactions. The first payment will be $2,500, and the second payment $500. There will be a separate convenience fee of $15.95 for each transaction.

9. Can I make credit card, ATM/debit card or electronic payments at the Customer Service office or Drive Thru?

We no longer accept these types of payments at the payment counter or drive thru window. However, there is a dedicated phone line to ACI Speedpay in the Customer Service lobby where you could make these types of payments by phone.

10. What if my utility service has been disconnected and I pay online or by phone using the ACI Speedpay service?

After making your payment, call Customer Service at 972-205-2671 (8 a.m. to 7 p.m. Monday through Thursday and 8 a.m. to 6:30 p.m. Friday), and provide the confirmation number you received to the Customer Service Representative to arrange reconnection of your utility service.

11. What if I have a problem when I’m paying my utility bill online or over the phone?

If you experience any problems, call Customer Service at 972-205-2671 or email customer service.

12. What if my credit card has expired?

On the Payment Entry screen, you will receive a message that one of your payment accounts is not available. Follow the instructions to edit the card’s expiration date on the Manage Payment Accounts page. If you continue to have problems, call Customer Service at 972-205-2671 or email customer service.

13. Is your credit and debit card process Payment Card Industry (PCI) compliant?

Yes, ACI Speedpay is Payment Card Industry (PCI) Compliant. The online and IVR credit and debit card process satisfies the security requirements as outlined by the Payment Card Industry (PCI). The PCI requires banks, online merchants and member service providers (MSPs) to protect cardholder information by adhering to a set of security standards. The PCI security standards include MasterCard’s Site Data Protection (SDP) program and Visa’s Cardholder Information Security Program (CISP).

14. Can I view my current or previous utility bills online?

Yes. With Utility Account Management, you can view your bills as well as your consumption history. You can also make edits to your customer profile.

15. What do I do if I can't pay all of my City of Garland utility bill and need to make payment arrangements?

Call Customer Service at 972-205-2671 and speak with an experienced representative who is there to help you.

16. I am having financial difficulties and can’t pay my utility bill. Is payment assistance available?

If you are experiencing a temporary hardship in paying your utility bill, we can help with our City of Garland Customer Assistance Program (CAP). CAP is a partnership of the City and two local service agencies to help during times of temporary hardship. The funds are administered and distributed to qualified citizens by these agencies. If you qualify for assistance, help can be obtained by contacting these agencies directly:

• Friendship House
  620 Avenue B
  Garland, TX 75040
  Phone: 972-272-1010
• Salvation Army
  451 W Avenue D
  Garland, TX 75040
  Phone: 972-272-4531

17. What do I do if my services are disconnected for non-payment and it's after 5 p.m.?

Call our Utility Reconnect Service at 972-205-2671 and a representative will be able to answer your questions about having your services restored. After hours Utility Reconnect Service is available 5 to 7 p.m. Monday through Thursday and 5 to 6:30 p.m. Friday. The office is closed Saturday and Sunday.

18. How much is the deposit for utility services? Do I have to put down a separate deposit for electric, water and trash pick-up?

If you live in an area serviced by Garland Power & Light the base deposit for electric service is $200, which includes water and solid waste services. All areas of Garland are serviced by the City of Garland for water. The deposit for a water-only accounts starts at $75, which includes solid waste services. Deposit can be paid in full when service is requested or with the first month’s billing statement.

We will accept a Letter of Credit from your previous electric, water or natural gas utility provider in lieu of a deposit if you have no more than one late payment in the most recent 12-month period. You can call 972-205-2671 for more information. The City of Garland does not provide natural gas service.

19. I'm moving to another city. Can I get a Letter of Credit sent to my new utility company?

Yes. If you furnish us the address or fax number we can send the Letter of Credit directly to your new utility provider. Or, if you prefer, we can send the Letter of Credit to you or you can pick it up at our office. Call 972-205-2671 to request your Letter of Credit.

20. Do I have any other payment options?

Yes. View information about your various payment options.

21. I have a new meter, and I think it is one of those that can be read remotely instead of by a meter reader. What does this mean?

Garland Power and Light is installing new automated meters throughout its service territory beginning in June 2006 and continuing until all meters are replaced. Find out more about Automated Meter Reading.

22. Can I view utility bill inserts online?

Yes, you can view utility bill inserts.

23. I don't think my City of Garland utility bill is correct. Can I get someone to come out and re-read my meters?

We can send someone out to re-read your utility meters. A fee may be charged if the meter readings are found to be correct. For information to save on electricity and water usage, please read our Conservation Tips or arrange for a free Energy Audit.

24. Can I pay my utility bill at a location other than Downtown Garland?

Yes. There are payment locations near where you live and work. View a list of Authorized Payment Locations. Payments are credited to accounts the next business day. Keep your receipt as proof of payment.

25. Can you draft my City of Garland utility payment from my bank account each month?

Yes. Enroll or find out more about how Automatic Bank Draft can save you time and money by doing the work of paying your monthly utility bill on time for you.

26. Can I apply for or cancel City of Garland utility services by telephone, or do I have to come into your office?

Residential customers may apply for or cancel utility services by calling 972-205-2671 or visiting Customer Service. You can also apply for service online, and you will receive a follow-up email to confirm the details and connection date.

Commercial customers must apply in person at the Building Inspection Department, located on the first floor of the Main Street Municipal Building. A deposit will be required to start service. Call 972-205-2671 for more information.