FAQs


How Do I Set Up a New Water Account?

To set up new water service please call 833-764-5239. You may also set up an account at the FATHOM Customer Service Center (5417 Stanley Keller Rd. | Haltom City, TX  76117), though setting it up over the phone will generally be faster and more convenient.

Will I have a new billing account number?

Yes, your newly designed FATHOM utility bill will include a new account number that will be displayed in the top right corner of your new bill. You will need to use this number to process a bill payment online or by phone.

Will my bill look different?

Yes, the new bill will be printed in blue ink and will include your water usage graph, a detailed list of charges, and various water account information. Included with your first bill will be an insert detailing the new bill print format.

Will I be able to make automatic or online payments?

-Please Note-
Starting June 18, 2018, a new payment portal will be launched for our customers. Customers will need to login & reset their password. If you have a credit card set up for recurring payments, you will need to re-enroll in the new portal. Further instructions will be provided by mail. Instructions are also posted towards the end of this announcement. More can be read here.

The online payment portal is located at https://haltomcitytx.gwfathom.com. A $2.50 convenience/processing fee will be applied to credit card/debit card transactions.

Is there a new mailing address that will come with the new bill?

Yes, there will be a new address where you mail in your payment, which will be pre-printed on the remittance coupon included on your bill. Simply complete the coupon and mail it back in the return envelope provided with your payment. The new payment address is:

P.O. Box 52747
Phoenix, AZ  85027-2747

Checks, money orders or cashier's checks should be made payable to "Haltom City Utility Billing".

Do I need to make any changes to my existing auto payment options?

ACH: if you would like to sign up for ACH (bank draft) payments, use the new online customer payment portal to enter your account and routing information.

RECURRING CREDIT CARD: if you would like to sign up for recurring credit/debit card payments, visit the customer online portal linked above.

BILL PAY: if you are currently signed up with your bank for electronic bill payments, it is very important that you input the new billing address in your bank’s online bill pay interface. If you do not select the new address, your payment will be delayed in being received. You will also need to update the payments with your new account number, displayed in the top right corner of your new bill.

Will there be a new phone number to reach customer service?

Yes. You can reach FATHOM’S Customer Care Representatives at 833-764-5239.

Will there be a new location to pay my water bill in person?

Yes. The new FATHOM Customer Service Center is located at:

5417 Stanley Keller Rd.
Haltom City, TX  76117

 

FATHOM Customer Service Center


 

Print Email