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Water customer service lobby is closed

Posted March 25, 2020

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The water customer service lobby, 908 Monroe St., is closed until further notice starting Wednesday, March 25. About 200 walk-in customers a day visit the location, mostly to make bill payments using cash. The closure is a result of the city’s latest efforts to stop the spread of COVID-19.

The only way for customers to continue to make cash payments is through a Fidelity Express location, which are usually located in grocery stores and convenience stores. Customers need to bring both portions of their current bill to any participating Fidelity Express location in Tarrant, Denton, Parker, Johnson and Dallas counties.

Find a Fidelity Express location. Make sure the location accepts city bill payments and is not just for money orders. Only cash payments are accepted, and there is a $1.50 processing fee. The payment will post to the customer’s account the next business day.

Other options for paying the water bill are:

  • Drop box: 24-hour payment drop box is located on the south side of the Fort Worth City Hall Annex, 908 Monroe Street. Pay with check or money order only to ensure proper credit. Do not pay with cash.
  • Online. Customers can set up an online account or make one-time payments without registering an account.
    • For one-time payments, customers will need their full account number (before and after the dash) to use this option.
    • To register an account, provide the full account number (before and after the dash) plus cycle and route numbers. This information is on billing statements or customers can obtain it by calling 817-392-4477. Cycle and route numbers are a recent addition to the paper billing statement and change periodically to optimize the meter-reading routes. Once registered with H2Online, customers can elect to stop receiving paper bills.
  • By phone. Call 817-392-4477, select Option 2 and follow the automated system prompts. For faster processing, have your utility account number, and checking account or credit card information readily available before you call.
  • By mail. Make checks or money orders payable to the Fort Worth Water Department. Do not send cash in the mail. City of Fort Worth, P. O. Box 961003, Fort Worth, Texas 76161-0003.

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