FAQs

Utility FAQ

• My reading was estimated, how to I obtain a bill with an actual reading?

  Call 301-689-6000 extension 100 or 106. If estimated, the meter did not transmit a reading. The Water Department will be scheduled to come out and either replace the transmitter or the entire meter.
  An updated bill may be done depending on the variance from the estimated reading. 

   

• When will I receive a Utility bill?

  As of January 2025, the City now bills every customer monthly. The meter reading dates will be the 5th of every month. Billing date the 10th of every month with due date being the 7th of the following month. Dates may vary slightly due to weekends, holidays, or Water or Finance Departments employee schedules. Please call 301-689-6000, Option 3 for specific billing information.

• How can I pay my bill?
  • In person – 37 S Broadway, First Floor.  (Outside normal office hours, please use the drop box beside the police entrance)
  • By mail – 
    City of Frostburg
    PO Box 440
    Frostburg, MD 21532
  • ACH (Auto-Pay) – Payments are withdrawn from the customer bank account for the full current balance on the due date of the bill.  ACH form below.
  • Online – Choose Online Payments to the left that will instruct customers how to pay online.

   

• What forms of payment are accepted?

  Cash
  Check, Money Order or Bank Check payable to “City of Frostburg” 
  Debit/Credit Card at City Hall (2.95% fee applied)

  Online Payment – E-Check (no customer fee) or Debit/Credit Card (2.95% fee applied)

• What do I include with my utility payment?

  If paying by mail or placing payment in the drop box, please include the remittance coupon from the bill(s). If the remittance coupon is not available, please write the account number or the property address on the memo line.
  If paying in person, customers may bring the entire bill and it will be returned after scanning the bar code to process the payment.

• I signed up for Auto-pay ACH but still received a bill, why?

  Bills are still be mailed to the customer unless they have enrolled for e-billing.  Each utility account can have a maximum of four e-bill copies. 

  If customers recently signed up for Auto-pay ACH verify it says at the top right of your bill "DIRECT DEBIT PLAN - DO NOT PAY!". If that does not appear on your bill you may need to provide payment for that bill. Auto-pay ACH will go into effect next quarterly bill.

• My bill is overdue. Will my water be shutoff?

  Accounts are subject to receiving a shutoff notice when a portion of the balance is 50 days past the due date. Shutoff notice letters may be sent as a courtesy. As of Ordinance 2024-03, the City is no longer required to send certified shutoff notices. If payment in full is not received by the deadline specified in the letter, water service is terminated. Once a shutoff notice is issued, no personal or business checks are accepted. Only cash, money order, cashier check, or debit/credit card are acceptable methods of payments. See City Ordinance 2024-03 Section 6-9 for full details.

• I am mailing my check but I would like a receipt. How do I receive one?

  Please include a self-addressed, stamped envelope and a receipt will be mailed to you.

• My property is vacant so why am I still receiving bills?

  Per City Code, all properties are billed surcharges regardless of water consumption.  The Bay Restoration Fee is mandated by the State of Maryland.  The debt repayment for the CSO project and the improvements to the water supply and distribution system must be shared by all customers.  In a town that is dominated by rental properties as well as seasonal residents, it is not practical to discontinue and reinstate garbage charges based on occupancy.  

   

• I lost or did not receive my bill. What should I do?

  Sign up for e-billing to ensure timely delivery of your next utility bill.

  Call the Finance Department at 301-689-6000, Option 3 for the balance due or to receive another copy of the bill.  Please write the account number or address in the memo line of the check.

  The balance can also be checked online using the utility account number and the PIN. 

• Why is my usage higher than normal?

  View the graph of past water consumption on the current bill.  If the higher usage for the current billing cycle is not the result of known changes in activity at your property, other factors could impact the billed consumption.

  - Possible leak - Property owners are responsible to locate and repair potential leaks.  Please see the Water Waste Brochure to assist in leak detection and for suggestions to reduce water usage.
  - Consecutive estimates - The City bills water consumption based on water meter readings. If the meter inside a property is not equipped with a remote transmitter, the City must physically view the meter to obtain an actual meter reading. If the City does not obtain a reading and the customer does not provide a reading, water consumption is billed based on estimated consumption from prior billing cycles. Once an actual reading is obtained after previous estimates, the current billed usage may be higher than normal if previous billings were under estimated.
   

   

   

• What are the additional charges on my bill other than water and sewer?

  Surcharges are billed and include Bay Restoration, CSO Surcharge, Water Surcharge, and Garbage.  See current billing rates for details on current surcharges. 

  The Bay Restoration Fee is collected on behalf of the State of Maryland.

  The CSO Surcharge funds repayment of the debt incurred for the Combined Sewer Overflow projects and provides resources for ongoing projects that separate sewer lines and storm water lines.

  The Water Surcharge funds repayment of the debt incurred for improvements to the water supply, distribution system, and provides resources for current maintenance.

  The Garbage fee pays expenses incurred in the collection of garbage, yard waste, and the annual City-wide bulk pickup.

• We had a leak which resulted in a higher bill. Can my bill be forgiven?

  The Leak Adjustment Policy & Application offer one time billing adjustment every ten years. The Leak Adjustment Application must be completed and submitted to the Director of Finance within 45 days of the billing date.  Proof that the leak has been repaired must be submitted with the application.  If the application is approved, the adjustment would forgive a portion of the water and sewer charges. See the Leak Adjustment Policy & Application (PDF Below) or Ordinance 2024-03, Water Amendment Section 6-7 for more details.

• Can utility accounts for rental properties be put in the tenant’s name?

  All accounts stay in the name of the owner of record because the utilities are considered a lien against the property.  Tenants and/or owner’s agents may be added upon request to receive a bill copy. A final bill for water and sewer charges since the last quarterly bill should be requested when a tenant moves out to create a clean cut-off for a new tenant. There is a Final Bill Fee of $10.00.

• I am buying or selling a property. How are utilities handled?

  The lawyer’s office or title company that is handling the closing should request a final water meter reading.  The balance due on the utility account will be collected at closing.  Upon receipt of the proceeds from closing, the utility account will be placed in the new owner’s name.

• There is no longer a structure on my property. Can I stop the surcharges?

  The Garbage fee may be discontinued if all structures are removed from the property and the Community Development department verifies the property status.

  If there are no structures on the property, a property owner may contact the City to request that the water tap be removed to discontinue future Water and CSO Surcharges. A new water connection would be required in the future if a new structure is built and applicable fees would apply.

  The property owner may alternatively request the Dormant Account Status which maintains the existing water tap but requires a $50 annual fee in lieu of normal surcharges. 

• I have City water but I’m outside the City limits. Whom do I contact with service and billing questions?

  The City of Frostburg sells bulk water to Allegany County to service customers outside the City limits.  The exception would be a few water customers outside of City limits that the City bills directly for water and Water Surcharge.  For questions about service and bills for customers who are billed directly by Allegany County, please contact the Allegany County Tax and Utility office at 301-777-5965.