Customer Service Frequently Asked Questions

Q: When can I expect to receive my deposit refund?

A: Normally, deposits are applied to the account balance when that account is Final Billed. However, a residential account holder may request that their deposit be applied to the current bill if their account is in good standing for a minimum of a year (good standing refers to accounts that have made payments on time, without any penalties.) Commercial account deposits can only be applied when the account is closed. 

Q: How are deposits determined?

A: Residential deposits are required based on the customers credit rating. Commercial deposits are always required. On residential accounts, the customer will receive a credit rating of either Green, Yellow, or Red. A green rating will not require a deposit. A yellow rating will require a deposit of 1 times the highest bill for that address during the previous twelve months and a red rating is 2 times the highest bill for that address during the previous twelve months. All Commercial accounts are based on 1.5 times the highest bill for that address during the previous twelve (12) months. 

Q: Why do I have to setup new utilities for my new address? Why can't I just transfer my account information from my old address to my new address?

A: Our account numbers are tied to addresses and meters, not the customer. In order to ensure the customer information is correct, we must input new information for every new account number at each address, even if the customer has been with us for many years. This is also in addition to needing a signature for each new Service Agreement.

Q: When are the Utility bills due?

A: Per City Code, utility bills are due and payable on the first day of the month. They can be paid without penalty until the 20th of every month. If the 20th falls on a weekend or holiday, then they can be paid on the next business day without penalty. 

Q: When is the last day to pay?

A: City Code allows for discontinuing of service if there is a minimum balance due of $35.00 five days after the 20th. However, because these days vary from month to month, the specific day for each month will be printed on each utility bill, all late notices, and can also be obtained by calling Citizen Services.

Q: Does the City of Safford offer Automatic Payments?

A: Yes, the City of Safford does offer automatic payments through our bill pay website (Xpress Bill Pay) and we encourage customers to sign up. A customer can automatically have their payments get applied to their monthly balance from any designated account, such as a checking account, savings account, or by credit card. Automatic payments can be setup online at Xpress Bill Pay, or a Citizen Service Representative can help setup in person at City Hall or over the phone. 

Q: When will my Automatic Payment be applied to my account?

A: Xpress Bill Pay has many options on when a customer can have their payments automatically applied to their account. When signing up for Automatic Payments, you have the option to choose the date you want it applied, or a certain amount of days before the due date (usually 1-5.) This remains the customers choice, but if a customer wants to know what date they chose when first signing up, they can check online at Xpress Bill Pay or by calling Citizen Services.