Athens Utilities Customer Accounts

NOTICE: Update regarding issues with payments

Several months ago, customers reported issues with late fees. Athens Utilities immediately began working with PNC Bank to address the issue of the lockbox process and transitioning from mailed payments to digital payments. 
  • Update as of Aug. 9, 2022: The lockbox that Customer Accounts utilizes for payments to Athens Utilities has started taking electronic payments from customers’ bank draft programs at their respective banks. Customer Accounts Manager Regina Rager said customers need to leave out the dashes in their account numbers when setting up bank draft. “If they put the dashes instead of numbers only, the lockbox system throws the payment out,” Rager said. “This is a bug in the system that we have discovered, and we want to make sure customers are aware to register for bank drafts without the dashes.” Rager said there is not a fee through Athens Utilities for this service.
  • If a customer has an issue with a late payment, please contact Customer Accounts. The best way is by email at customeraccounts@athens-utilities.com. Please include name, address and account number on the email.
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Office responsibilities are:

  • Signing up new customers
  • Preparing and sending utility bills
  • Making changes to utility accounts
  • Reading meters
  • Disconnecting customers
  • Taking utility payments
  • Processing utility payments
  • Athens Utilities Customer Accounts office is located at 508 South Jefferson Street in Athens.

Information on utility bills and payment options

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Customers may get more than one bill. Some get it by mail and email, and reminders may go out before payment is received.

With bank draft, the bill amount comes out of the customer’s account the day before the bill is due. There is no fee for this service. Athens Utilities does not have bank account access. Bank draft only authorizes payment of the monthly utility bill.

Some months may have 28 billing days, while some may have up to 32 billing days. This is based on when meter readers read the meter. However, because of holidays, and recently due to COVID impacting employees, a billing cycle may be up to 36 days. The number of billing days is reflected on the bill. The bills with more billing days will be higher.

There are various options for payment in addition to mailing the bill. Those include:

Pay online. The vendor that provides this service does charge a $3.95 fee. That fee goes to the vendor. Athens Utilities does not receive this fee. Customer will need account information. This method can be set up for reoccurring payments, or used as a one-time payment. Link to pay online

Bank draft does not have a fee. Funds are withdrawn the day before the bill is due. Link to form

Pay by phone by calling 1-855-760-0921. Customer will need account information. The vendor that provides this service does charge a $4.70 fee. That fee goes to the vendor. Athens Utilities does not receive this fee.

Pay in person at Customer Accounts at 508 S. Jefferson Street. Office hours are Monday-Friday from 8 a.m. to 4:30 p.m. Customer will need current bill to pay in person.

There is an outside kiosk for after-hours payment. Those who are unsure of how to use the kiosk can go to Customer Accounts during office hours and ask for a demonstration. Customer will need account and current billing information to use the kiosk.

Pay at Citizens Bank in Elkmont and First National Bank in Ardmore. Customer will need to have current bill. Payments must be cash or check.

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Avoid falling victim to scammers calling about a utility bill

Athens Utilities periodically receives calls from customers reporting someone is calling them pretending to be Athens Utilities and asking for their credit card information to pay their utility bill. 

If you receive a call, do not provide your personal information. If you ever receive a call regarding your utility bill, you can hang up and call Athens Utilities directly at 256-233-8750.

If you give your personal information during one of these calls, please contact Athens Utilities at the above number and Athens Police at 256-233-8700.