New Braunfels Utilities suspended late fees and disconnections for residential customers Aug. 8 due to high utility costs over the summer. During the Oct. 25 NBU board of trustees meeting, the board reviewed reports of past-due accounts and considered when to reinstate late fees and disconnections for nonpayment, according to NBU officials.
A 39% increase in overall electricity bill costs in July 2022 compared to July 2021 was seen by the average NBU residential customer, who uses about 1,800 kilowatt hours per month. KWh is a measure of how much energy is being used per hour. The increase in electricity prices were attributed to hot summer temperatures, an increase in the cost of power due to natural gas prices rising and regulatory changes made to the Electric Reliability Council of Texas electric market following Winter Storm Uri.
Customers who are struggling with paying utility bills or who have fallen behind on their utility bill payments are encouraged by NBU to prepare and make payment arrangements before Dec. 31.
“New Braunfels Utilities remains committed to working with our customers to establish payment plans or extensions on a case-by-case basis,” said Melissa Krause, chief strategic communications and security officer. “Our customer service team has been working to communicate this information repeatedly to our customers through letters, phone calls and text messages, so customers have time to make special payment arrangements or seek financial assistance.”
NBU customers experiencing hardship and needing help are urged to contact NBU and work with the customer service department to set up payment arrangements. Representatives will work to set up an individualized payment plan based on the customer’s needs, NBU officials said. Customers can call 830-629-8400 Monday-Friday from 8 a.m.-5 p.m., or email [email protected].
The NBU Utility Bill Payment Assistance program and the Comal County Cares Fund, facilitated by the New Braunfels Food Bank, are available for qualifying customers. To learn about NBU Utility Bill Payment Assistance, visit www.nbutexas.com/utility-bill-assistance.
“Utility bill assistance help is available to lessen the financial burden; however, qualifying customers must take advantage of the programs by Dec. 31, 2022, to avoid disconnection. The NBU team is ready to work with customers to avoid disrupting their services. We are here and want to help to the greatest extent possible,” Customer Service Manager Vania Fuentes-Caballero said.
