Frequently Asked Questions

Beginning May 6, 2024, we’re changing our in-person hours and the way we process cash payments.

Customers who pay their monthly utility bills in person should be aware that our in-person hours are changing. Starting May 6, 2024, you can reach our representatives by phone or visit us in person from 10 a.m. - 5 p.m. each day, Monday through Friday. As before, the Utility Billing Office is closed in observance of all national holidays. Find a list of upcoming closures.

Customers who pay their monthly utility bills in cash at the Utility Billing office should also be aware of a change to our cash handling policy. Beginning May 6, 2024, the Utility Billing Office will no longer provide change in amounts less than $1.00. Any additional amount of change owed to the customer will be automatically applied to the next month’s bill as a credit.

The Utility Billing Office welcomes our customers to call or visit us with billing questions or to make a payment on their account. We may serve hundreds of customers by phone or in person during a typical day. 

In addition to these phone and in-person interactions, the Utility Billing Office is responsible for processing a growing number of applications to begin or disconnect service, requests for new meters, leak adjustment requests, and other requests. The majority of these applications and requests come to us via our online forms. Adjusting our in-person hours will allow the Utility Billing Office staff dedicated time each day to handle these requests promptly and provide all customers with the best service possible.

The Utility Billing Office processes a large number of payments each day. Eliminating coins from the change-making process simplifies cash transactions for our cashiers, which makes paying in person faster for everyone. This change will take effect May 6, 2024.

Yes. Our cashiers are glad to accept coins as part of your payment, and you are welcome to pay using exact change.

When we round the amount due up to the next dollar, any amount of remaining change owed to you less than $1.00 will be automatically applied to your next month’s bill as a credit.  

An example:

• Your utility bill total due for the month is $96.35, and you would like to pay your bill in cash at the Utility Billing Office.  
• The cashier will round your total amount due up to the next dollar, making your total $97.00 even.
• You give the cashier $100.00 in cash.
• The cashier will give you $3.00 in change, and the remaining $0.65 owed to you will be applied to your next month’s bill as a credit. Your account balance will be -$0.65.

Yes, there are many convenient ways to pay your bill. See below and learn more about the options available to you.

• Make a payment anytime 24/7 online or through our automated phone payment system.
• Set up an automatic recurring payment using MesquitePay.
• Pay by mail using check or money order.
• Drop off your payment any time in the secure drop box in front of our office.
• Pay using cash or a debit card at Walmart using Walmart Bill Pay (WMBP). Visit the money center or customer service desk and tell the associate that you would like to pay your City of Mesquite bill using WMBP same-day processing.
• Make a cash payment at any Fidelity Express location.