Frequently Asked Questions

Yes. NBU Customer Service Representatives are available Monday – Friday, 8:00 a.m. to 5:00 p.m. at 830.629.8400 or 830.606.2074 (San Antonio metro). The application process may be completed over the phone or an application can be sent to you to complete and return by fax, mail, or email to customerservice@nbutexas.com. The NBU fax number is 830.629.2119.

In addition to the completed application, you will need to provide your Social Security number and a copy of a valid U.S. driver’s license or valid U.S identification.

Valid passports for residential, small commercial (sole proprietorships only), and guarantors in lieu of the Social Security number and U.S. issued driver’s license numbers for non-citizens is acceptable.

Commercial customers will be required to provide additional documentation based on the type of entity.

Visit our page on deposit requirements.

To discontinue residential service, you can complete a disconnect notice at our office or hand deliver, fax, mail, or email a signed letter requesting disconnection and indicate the disconnection date. You will also need to provide NBU with the proper forwarding address. You can send a fax to NBU at 830.629.2119; mail the request to NBU, Attn: Customer Service, P.O. Box 310289, New Braunfels, TX 78131-0289, or email customerservice@nbutexas.com.

To learn more about stopping service, visit this page.

Yes. Residential customers may call Customer Service to pay residential utility bills by calling 830.629.8400 or through the automated phone payment system by calling 844.863.7360. We accept Visa, MasterCard, and Discover. All you need is your account number, the last four digits of the primary account holder’s Social Security number and your credit card. You will receive a confirmation number after the transaction has been completed.

Customers are currently limited to a maximum transaction of $1,500 per Customer of Record, per month.

Yes. New Braunfels Utilities offers an online program called Customer Connect. It allows you to view and pay your bill online. You can pay by electronic check from your checking or savings account or by a Visa, MasterCard, or Discover. Register your account by clicking on the Pay Your Bill link in the upper right of the home page.

Customers are currently limited to a maximum transaction of $1,500 per Customer of Record, per month.

Yes. New Braunfels Utilities has a program called Pick Your Due Date for residential customers. The dates available are the 4th and the 18th of the month. Auto-Draft or Auto-Pay is required to be set up on the NBU account to enable the change of due date on the account.

Budget Billing is a program for residential and small commercial customers, designed to ease the impact of higher seasonal utility bills by spreading your bills into 11 equal monthly payments with the 12th month serving as the reconciling month. Budget Billing helps you plan ahead by letting you know exactly what your monthly payments will be. Customers who would like to participate in Budget Billing must also be signed up for Auto-Draft or Auto-Pay, which will simplify the entire bill-paying process. With Auto-Draft and Auto-Pay a customer still receives a statement indicating the amount that will be automatically deducted from their bank account on the date the NBU bill is due. New Braunfels Utilities Customer Service Representatives are available to explain the details of the program by calling 830.629.8400.

The auto-draft payment option allows customers to have their NBU bill automatically deducted from a checking or savings account.

The auto-pay payment option is managed by a third-party merchant card service provider under contract to NBU and allows customers to have their NBU bill automatically deducted from a checking, savings, or credit card accounts.

To learn more about payment options, visit our Ways to Pay page.

It is important to contact Customer Service before your bill is due to try to plan for a payment option. Late fees are automatically added to accounts if the bill is not paid by the due. Making payment arrangements will avoid the risk of disconnection; however, you remain responsible for the late fees if you pay after the due date. Call Customer Service at 830.629.8400, Monday – Friday, 8:00 a.m. to 5:00 p.m. if you need to discuss payment arrangements.

Bill Payment Assistance is also available to aid those customers in our service area who are experiencing extreme hardship or financial need.
Utility Assistance Program

Customers will have at least 21 days from the billing date to pay the amount due; in the office by 5:00 p.m. or online by 11:59 p.m. without being subject to a late charge. Late fees can be applied to any and all charges billed to the customer by NBU including utility service fees and miscellaneous charges. The due date will be specified on the billing statement. Customers will have at least 10 days following the stated due date to pay the amount due, plus late charges, prior to being subject to disconnection of service.

For descriptions of charges, review the Service Conditions Policy – Section IV. Schedule of Fees, Charges, and Assessments.

If you want to learn more about what’s on your bill, visit our Understanding Your Bill page.

The City of New Braunfels provides garbage and recycling services. New Braunfels Utilities bills for these services on the City’s behalf.

If you have questions or issues with these City provided services, contact the Solid Waste and Recycling Division at 830.221.4040, email sanitation@nbtexas.gov or visit the City of New Braunfels Solid Waste and Recycling Division.

In most cases, you do not have to be present when your service is connected, reconnected, or disconnected.

If your trees are growing into the transmission or distribution power lines, call 830.629.4NBU (4628). Visit the tree trimming page to learn more about properly planting trees and shrubs to reduce interference with power lines and equipment.

No. New Braunfels Utilities endeavors to provide quality services at reasonable prices and has established policies and procedures to ensure that customers are treated fairly and in a consistent, professional manner. New Braunfels Utilities maintains a strong credit policy in order to protect all customers by managing costs to assure the lowest rates possible.