Customer Service

Utility Account Service(s) Frequently Asked Questions:

• How do I start new service or transfer service within the service area?
  • Residential New Construction
    • Complete and sign a New Service Information Form and provide a State issued ID.  
    • Utility deposit may be required and must be paid at the time of application.  It must be paid using cash, check or money order.
    • Provide the location address.  The Planning and Zoning Department issues an address if the property is located in the city limits.
    • Provide approved utility tap applications for all services needed.
    • All services must be applied for and included on the utility account at the time of application.
  • Existing Residential Structure
    • Complete and sign a New Service Information Form and provide a State issued ID if you are a new customer.  
    • You can come to City Hall located at 101 W Gold Street in Kings Mountain with your photo ID to transfer services within the City's service area.
    • You can submit the transfer request through the web customer portal.
    • Provide proof of ownership or a lease agreement.
    • Utility deposit may be required and must be paid at the time of application.  It must be paid using cash, check or money order.
    • Approved inspection is required if the electric meter has been removed or the gas meter has been locked for reasons other than non-payment and/or the location has had no service for a period of a year or more.  The Inspections & Codes department will have to complete the inspection (704) 734-4599.
    • All services must be applied for or included on the utility at the time of application. 
  •  Commercial New Construction
    • Complete and sign a Commercial Service Information Form and provide a State issued ID.
    • Provide the location address.  The Planning and Zoning Department issues an address if the property is located in the city limits.
    • Provide an approved utility tap application for all services needed.
    • Services will vary based upon needs and availability at the time of application.
  • Existing Commercial Structure
    • Complete and sign a Commercial Service Information Form and provide a State issued ID.
    • Provide proof of ownership or a lease agreement.
    • Utility deposit may be required and must be paid at the time of application.  It must be paid using cash, check or money order. 
    • Approved inspection is required if the electric meter has been removed or the gas meter has been locked for reasons other than non-payment and/or the location has had no service for a period of a year or more.  The Inspections & Codes department will have to complete the inspection (704) 734-4599.
  • How do I close my account?
    • There are two (2) options to close an account:
      • You can come to City Hall located at 101 W Gold Street in Kings Mountain with your photo ID.
      • You can submit the move out request through the web customer portal.
  • How do I sign up for Bank Draft?
    • You can come to the City Hall located at 101 W Gold Street in Kings Mountain and fill out the Bank Draft Authorization Form.  Please make sure that you have the bank routing and account number associated with the account you want drafted.
    • You can also complete the Bank Draft Authorization Form, print it, and bring the completed form to the Customer Service Department.
    • By registering online, you can set your account up for an automatic debit using your debit card which will charge you a 2.95% fee based on the amount of your bill with a minimum fee of $2.95 per transaction or have it draft using your bank routing and account number for a fee of $0.95 per transaction.
    • All bank draft payments will be drafted on the due date (20th) of each month unless the 20th falls on a weekend or holiday and then it will be drafted next business day.
  • How do I get an adjustment after filling up my swimming pool?
    • When adjusting for a swimming pool fill-up we ONLY adjust the sewer charges.  To do this you will need to take a photo or write down the reading from the water meter before and after the pool fill up.  If you are unable to get the information, we can adjust your usage to average using past consumption history.  Notice:  only one pool fill-up adjustment per year is allowed.
  • How do I get an extension/agreement for my account?
    • To qualify for an extension you will have to prove a hardship.  Examples are receipts for an unexpected expense over $50.00.  One extension per year will be allowed.
      • Prescription medication
      • Car Repairs
      • Home Repair 
    • Absence from work that has been "unpaid".  You will need to provide a letter on company letterhead stating that you have been out of work and not paid.
  • How do I schedule an appointment to have my gas service unlocked (disconnection for non-payment, new customer, or winter unlocks)
    • If your gas service has been disconnected and you need to have it restored, it is the responsibility of the customer to schedule an appointment with the Natural Gas Department to have your service reinstated.  It is the responsibility of the customer to have their pilots lit by a licensed HVAC technician or a licensed plumber, NOT the City of Kings Mountain's Natural Gas Department.  Effective January 2, 2023, same day work will no longer be honored.  Please call the Natural Gas Department at 704-734-4516 to schedule a reconnect (unlock), which will be worked within 24 to 48 business hours.
  • How do I read the Billing Summary located on the back of my residential monthly utility bill?
    • The Basic Facility charges are the monthly fixed charges (regardless of consumption) for each service provided.
      •  Electric:  $14.00
      • Gas:  $9.50
      • Water:  $16.45
      • Sewer:  $19.54
      • Refuse Collection is the charge for trash pickup, which is a flat rate of $16.50 per can.
      • Stormwater management is the effort to reduce runoff of rainwater or melted snow into the streets, lawns, and other sites and the improvement of water quality, according to the US EPA (Environmental Protection Agency).  The monthly flat rate for residential is $4.00 and commercial is calculated per every 2,000 square feet of ERU (Equivalent Residential Unit) and is $4.00 per 2,000 square feet of ERU.
    • The charges per service are billed in addition to the basic facility charge monthly.
      • KWH (kilowatts per hour) charges are the electrical usage.  The kilowatt-hour is a unit of measure for using one kilowatt of power for one hour.
      • Fuel Energy Rider is an additional charge and will fluctuate based on the purchase or power requirements as the electric rate does not change monthly.  The purchase of power measures how much a unit of currency can buy and is often impacted by inflation and deflation - the changing costs of goods and services. 
      • Gas charges are the actual gas usage.  We bill in CCF, one hundred cubic feet.
      • Water charges are billed per 1,000 gallons of water used.
      • Sewer charges are billed based upon the water consumption.  Sewer will not be billed on irrigation meters; an additional meter used for landscaping needs and the water doesn't go back to the Water Treatment Plant to treat. 
    • The Fees and Utility Rates link is located in the upper left corner of this page for reference.  Please contact the Customer Service Office and we will be glad to answer any billing questions.