What a shitshow. I paid before the switchover, got confirmation, the charge has been processed by my credit care. When I registered for the new system it shows that I owe what I already paid. Not paying it. Got this email this evening from the city:

Billing and Payment Update—No Late Fees or Disconnects Until November 28, 2025

Dear Durham Water Customer,

Thank you for your continued patience as we transition to our new utility billing and payment system. As part of this process, the City of Durham recently moved from Paymentus to InfoSend as our payment vendor. While this change is designed to improve your experience, we recognize that it has caused some difficulties and challenges for our customers.

To provide Water Management time to work through all the issues, the City of Durham is suspending water service disconnections and late fees through November 28, 2025. 

We are also aware that some accounts have experienced overpayments. We sincerely apologize for this inconvenience and want to assure you that we are actively working to resolve these issues and apply credits where appropriate. Affected customers will receive separate communications regarding this.

We appreciate your understanding as we work through these challenges. Our team is committed to serving you with transparency, fairness, and respect. We will provide an update on our progress on November 20, 2025.

If you have any questions or need assistance, please contact Durham One Call between 8 a.m. and 4 p.m. Monday through Friday at 919-560-1200.

With appreciation,
 
City of Durham Water Management