DU lobby now reopened to public; Disconnects to resume on June 22
DU has no reopened its Main Lobby to counter payments. In-office customer service has resumed by appointment only. Social distancing measures and safety precautions will be in place and DU will limit the number of customers in the lobby.
DU highly encourages customers to continue using contactless payment methods, including Automatic Bank Draft, postal mail, self-service kiosks, the Smart Hub app, online at www.decaturutilities.com, and by phone at 256-552-1400 Opt. 3.
Customers wishing to make an appointment for customer service may do so at www.decaturutilities.com by clicking on the “Schedule Appointment” icon OR by calling 256-552-1400 Opt. 4. However, customers may continue to stop, start, or transfer service by phone or email to csr@decaturutilities.com.
DU is advising customers that, after three months of suspending disconnects for non-payment, it will reinstate disconnecting accounts for non-payment effective Monday, June 22nd. DU asks that customers who have past-due bills contact Customer Service at 256-552-1400 Opt. 4 well in advance of that date to discuss possible payment arrangements and avoid disconnection. Customers are encouraged to make partial payments when possible in order to keep the accrued bill balance manageable.
Customers needing assistance paying their utility bill may contact Community Action Partnership of North Alabama (CAPNA). Qualification guidelines for this assistance have been relaxed due to COVID-19 to make more customers eligible. Customers can get the latest update on applying for assistance by calling CAPNA at 256-260-4050 or by visiting www.capna.org. Additional assistance may be available through other local community support organizations.