Customer Services

Customer Confidentiality

Utility Customers No Longer Need to Request Account Confidentiality


  • Sept 1st House Bill 872 revision to Section 182.052 became effective.  
  • This change states that all customer information is automatically confidential.  
  • This includes their address, telephone number, social security number, billing and usage information.  
  • There is no longer a fee for having your information confidential. 
  • Customers can opt-out and request that their information not be confidential.  Please return this opt-out form to Utility Customer Services. 

If a customer wants to give anyone else access to their account they must provide the utility office their name and last 4 digit of their social security number or driver’s licenses number.  

How to Open a Utility Account

The City of San Marcos provides electric, water, and wastewater services to the San Marcos community. Residential customers also receive curbside garbage pickup and recycling services. Your utility account will cover all the City services you receive in one convenient bill.

Online Request

You may submit a connection request online 24/7 through our secure Online Utility Payment System. Requests must include the following:

  • Appropriate deposits. Payment may be made with Visa, MasterCard or Discover card
  • Requested business date of connection [Requests submitted after 4 p.m. will be processed the next business day.]
  • ID or DL number
  • Phone number
  • Social Security Number (SSN) - Review the SSN Privacy Policy (PDF)

If you are moving to our area and are trying to establish service, fill out our move-in form online.

Request In Person

To open a new utility account, visit our location in person at:

  • Utility Billing, 1040 Highway 123 (Seguin Highway)

with:

  • Photo ID required
  • Fill out a connect request
  • Pay appropriate deposits [you may call 512-393-8383 to obtain the deposit amounts] or check if you’re eligible to have your deposit waived.

Request By Mail

We will accept connect requests by mail, UPS or Fed Ex, etc. as long as the following is included with your request:

  • Identification (copy of driver’s license)
  • Appropriate deposits [you may call 512-393-8383 to obtain the deposit amounts]
  • Address where the utilities will be connected
  • Requested date of connection at new location
  • Phone number
  • Social Security Number (SSN) - Review the SSN Privacy Policy (PDF)

Note

  • Connects are completed on weekdays only, Monday through Friday between 8 a.m. and 4 p.m., excluding holidays. [Requests submitted after 4 p.m. will be processed the next business day.]
  • Request are completed during regular business hours, a specific time is not guaranteed.
  • Connection Fees will be included in your 1st bill.
  • The City of San Marcos cannot take telephone requests to open new accounts.
  • Deposits are not transferable.

How to Transfer Services

If you have an existing account and are moving to another address in our service area you must complete both the Move Out form and the Move In form. Select the business date for each move, you may have the utilities on at both locations.

Online

You may submit a transfer request online 24/7 through Customer Connect. Requests must include the following:

  • Requested date of disconnection
  • Address where the utilities will be connected
  • Requested date of connection.
  • Phone number

How to Stop Utility Services

Utility accounts may be closed by visiting our location in person at Utility Billing, 1040 Highway 123 (Seguin Highway).

  • A request to close a utility account can only be submitted by the account holder.
  • Fill out a disconnect request
  • Show proper identification

Online

You may submit a disconnect request online 24/7 through Customer Connect. Requests must include the following:

  • Requested date of disconnection
  • Forwarding address

Mail

The City will accept disconnect requests by mail, UPS, Fed Ex or fax 855-759-2835) as long as the following is included with your request:

  • Identification (copy of driver’s license)
  • Address where the utilities will be disconnected
  • Forwarding Address Requested
  • Requested date of disconnection.
  • Phone number to contact

The City of San Marcos cannot take telephone requests to close accounts.

Disconnections are completed on weekdays only, Monday through Friday, 8 a.m. to 4 p.m., excluding holidays.

To Waive Deposits

With Letter of Credit

  • You must present a letter of credit from your previous utility company or be in "good standing" criteria with the City of San Marcos
  • Letter of Credit must state: 12 bills in your name that have been paid on time, no non sufficient fund payments and no disconnects.
  • The letter of credit and your new account must match the name on your photo ID.
  • Letter of credit must be received within two weeks from date of submitted move in request.

Military Waiver

  • On Tuesday, August 2, 2012, the San Marcos City Council approved an ordinance waiving utility deposits for active duty military members and United States military veterans.
  • To be eligible for the utility deposit waiver, customers must be active duty military or a U.S. military veteran who is honorably separated from military service. Veterans’ status or condition of separation must be supported by an official "Release or Discharge from Active Duty" (DD214).
  • The account must be established in the name of the veteran in order to qualify for the deposit waiver. The account must be the first account of the veteran with the City.
  • Waived utility deposits for veterans will be voided and due in full if the utility account becomes delinquent twice within a 12-month period or if the customer has any outstanding utility accounts with the City.