Dallas water customers hit with a new 3.15% surcharge

Dallas Water Utilities has added a 3.15% surcharge to certain bill payments as part of a software upgrade to DallasGo. The charge applies to payments made via automated phone systems or debit and credit cards, while customers can avoid the fee by using AutoPay with an eCheck, paying in person at City Hall, or mailing a check. The transition began May 18, and more than 75,000 customers had already registered on DallasGo. DWU says there will be no late fees or service disconnections during the transition, and notes the prior system was last updated in 2008 and would not be supported beyond 2026.

The city describes the upgrade as a path to longer-term stability, expanded self-service and water-conservation support. Critics say communication around the surcharge was deceptive, fueling frustration among customers. All DWU customers must reenroll in AutoPay; options to avoid the fee include eCheck AutoPay, in-person payments, or mailing a check, according to the city’s statement. The DallasGo rollout marks a broader overhaul of the utility’s billing infrastructure amid ongoing cost pressures.