Frequently asked questions

PromisePay is an online service that makes it easy to pay off your total balance and become debt-free. PromisePay works with Veolia and related utilities to offer interest-free payment plans for your debt.

Veolia residential customers with a total past due balance of $150 or more are eligible for a payment plan. Customers who are not past due on their bill are not eligible for a payment plan.

Veolia’s goal is to ensure that you can comfortably navigate your financial obligations while maintaining your essential water service. Veolia offers payment plans to help customers get back on their feet and protect themselves from subsequent late fees or water service disconnections.

PromisePay payment plans are interest-free. If a customer’s water service has been disconnected due to lack of payment, the customer seeking reconnection will be charged a “restoration fee” in addition to needing to pay any outstanding balances.

There are no transaction fees for customers to utilize Promise Pay to set up payment plans.

Sign up in minutes with three easy steps:

1. Choose a plan that works for you. We offer a wide range of options.
2. Make your first payment. We accept credit/debit cards, Venmo, and bank transfers (ACH).
3. Pay off your balance over time. We make it easy with automated monthly payments and reminders.

Customers without access to a credit/debit card or bank account may enroll with a prepaid debit card. These reloadable, prepaid cards can be purchased at your local grocery store and may be refilled and used for automatic payments. The card needs to be registered and funded before enrolling. Please note: these are not gift cards. Some cards have activation fees, so you will need to load enough to cover the activation fee and the PromisePay plan enrollment payment.

Veolia residential customers with a total past due balance of $150 or more may qualify for a payment plan.

Your payment plan covers your past-due balance and your current charges as of the day you enroll. However, you must pay all new water service bills with Veolia directly throughout the life of your PromisePay plan.

New bill charges will be paid to Veolia - you must continue to pay your new bill charges directly to Veolia. Your agreed upon PromisePay plan payments must be paid to Promise.

If you need an extension for your plan payment or need to make a change to your plan, changes can be made as long as a payment is made each month. In addition, a customer is allowed to add one current Veolia bill to their existing PromisePay plan if their PromisePay plan is in good standing.

If you stay current on both your agreed-upon PromisePay plan payments AND pay all new water service charges directly to Veolia before the bill due date, you can avoid water service disconnection and subsequent reconnection fees.

Yes, if you sign up for a payment plan with PromisePay you can still get any available community-based grants or other relief that you are otherwise qualified for.

Call PromisePay at (888) 828-8816. Agents are available Monday - Friday, from 8am - 4:30pm ET.

Please call Veolia directly at:

• 877-426-8969 - West Nyack
• 877-266-9101 - West Chester
• 800-694-7512 - Owego

Agents are available Monday through Friday, from 8am - 4:30pm ET.

Please call Veolia directly at:

• 877-426-8969 - West Nyack
• 877-266-9101 - West Chester
• 800-694-7512 - Owego

Agents are available Monday through Friday, from 8am - 4:30pm ET.

Yes. For questions about service disconnections, please call Veolia directly at:

• 877-426-8969 - West Nyack
• 877-266-9101 - West Chester
• 800-694-7512 - Owego

Agents are available Monday through Friday, from 8am - 4:30pm ET.

Veolia is currently shutting water services off for non-payment. Customers can avoid water service shut-offs by enrolling in a PromisePay plan online at veoliany.promisepay.com or by contacting a PromisePay agent at 1-888-828-8816 to enroll. Once enrolled in a PromisePay plan, customers must keep up to date on their PromisePay plan and current Veolia bill to ensure their services are not disconnected.

Veolia contacts customers at risk for shut off via a termination notification. Enrolling in a PromisePay plan and continuing to pay your current Veolia water bill, protects you from shut off or water disconnection.

Customers that have services disconnected will be required to pay 100% of their outstanding balances due to Veolia and a restoration fee. Additionally, customers that have services disconnected while enrolled in a PromisePay plan will be required to pay 100% of their outstanding PromisePay balance. PLEASE NOTE: If your water service is disconnected, enrolling in a PromisePay plan does NOT get your water service reconnected. Rather, a 100% payment of your outstanding balance is required for reconnection. It is highly suggested that you contact your local Veolia office if you need assistance or have questions.

Your Veolia water bill is due upon receipt and is considered past due after 23 days of rendering the bill.

Veolia customer support agents are available from 8:00 am to 4:30 pm EST, Monday through Friday. Veolia recognizes the following holidays, on which representatives are not available:

• New Year’s Day
• Martin Luther King Day
• Presidents Day
• Memorial Day
• Fourth of July
• Labor Day
• Veterans Day
• Thanksgiving Day
• Friday after Thanksgiving
• Christmas Day

Promise representatives are available from 8:00 am to 4:30 pm ET, Monday through Friday. PromisePay recognizes the following holidays, on which representatives are not available:

• New Year’s Day
• Martin Luther King Day
• Presidents Day
• Memorial Day
• Juneteenth
• Fourth of July
• Labor Day
• Indigenous Peoples Day
• Veterans Day
• Thanksgiving Day
• Friday after Thanksgiving
• Christmas Eve
• Christmas Day