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Contact: Pam Quidley
Manager, Communications and External Affairs
830.629.7940 |

Customers Experiencing Financial Hardship Are Urged to Contact NBU to Set Up a Payment Plan and Seek Financial Assistance Opportunities

(New Braunfels, TX – November 3, 2022) – New Braunfels Utilities (NBU) suspended late fees and disconnections for residential customers due to the higher-than-anticipated utility costs over the summer. While the past several months have been difficult, NBU has worked to lessen the burden by waiving late fees and discontinuing disconnections since August 8, 2022.

During the October 25, 2022, NBU Board of Trustees meeting, the Board reviewed reports of past-due accounts and carefully and thoughtfully considered when to reinstate late fees and disconnections for non-payment.

Though the decision did not come lightly, effective January 1, 2023, NBU will reinitiate late fees and disconnections for non-payment on past-due residential customer accounts.  As the year winds down, those customers who are struggling or who have fallen behind on their utility bills are asked to prepare and make payment arrangements before December 31, 2022.

“New Braunfels Utilities remains committed to working with our customers to establish payment plans or extensions on a case-by-case basis,” said Chief Strategic Communications and Security Officer Melissa Krause. “Our customer service team has been working to communicate this information repeatedly to our customers through letters, phone calls, and text messages, so customers have time to make special payment arrangements or seek financial assistance.”

New Braunfels Utilities’ customers experiencing hardship and needing help are urged to contact NBU and work with the Customer Service department to set up payment arrangements. Representatives will work to set up an individualized payment plan based on the customer’s needs. Call 830.629.8400 Monday through Friday, 8:00 a.m. – 5:00 p.m., or email

The NBU Utility Bill Payment Assistance program, and the Comal County Cares Fund, facilitated by the New Braunfels Food Bank, are available for qualifying customers. To learn about NBU Utility Bill Payment Assistance, visit

“Utility bill assistance help is available to lessen the financial burden; however, qualifying customers must take advantage of the programs by December 31, 2022, to avoid disconnection. The NBU team is ready to work with customers to avoid disrupting their services. We are here and want to help to the greatest extent possible,” said Customer Service Manager Vania Fuentes-Caballero.


About New Braunfels Utilities:
New Braunfels Utilities (NBU) strives to be a trusted community partner dedicated to excellence in service and is one of 2,000 community-owned, nonprofit public power electric utilities in the nation.  With a mission of strengthening our community by providing resilient essential services, NBU is governed by a Board of Trustees comprised of residents appointed by the New Braunfels City Council. New Braunfels Utilities provides electric, water, and wastewater services.  Utility revenues are continually invested back into the systems of the customers, which benefits the community. New Braunfels Utilities makes an annual transfer to the City of New Braunfels, which in turn helps to pay for services such as fire, police, and parks.  Follow NBU on Facebook at, on Twitter at @nbutexas, and to learn more, visit