Billing & Payment Information
We offer several convenient payment options:
PAY AUTOMATICALLY. NO STAMPS REQUIRED.
Save time and money. Residential customers can sign up for our Electronic Fund Transfer (EFT), and your bill will be paid on time, every time, directly from your checking or savings account on the date it is due. No stamps required. You will still receive a copy of your bill before the due date, so you will have time to ask any questions before payment. Best of all, it’s totally free! To enroll in the program, log on to My H2O Online or contact our customer service center.
Residential customers can use our self-service website, My H2O Online, to pay bills, manage accounts and more. Sign up today. Commercial customers and any others who are unable to register on the site can pay online by visiting www.water.paymybill.com.
PAY BY MAIL
Use the envelop provided with your bill, and send your payment along with the payment stub to: Pennsylvania American Water, P.O. Box 371412, Pittsburgh, PA 15250-7412. No cash, staples or paper clips, please.
PAY BY PHONE*
If you do not have questions about your bill, you can pay by phone using your Visa or MasterCard by calling 1.866.271.5522. Be sure to have your account number handy.
PAY IN PERSON
Pennsylvania American has agreements with several authorized payment locations across the state. Please note, this list changes periodically. Customers are encouraged to call the location first, to ensure they still accept payments for Pennsylvania American Water. Please note these locations DO NOT accept payments by mail.
PAY THROUGH A THIRD PARTY
If someone handles paying your bills, such as a relative, trustee or social service organization, we can send a copy of your bill, as well as any reminder, past-due and shut-off notices, to that third party. Contact our customer service center at 1-800-565-7292 for more information or visit My H2O Online.
*There is a third-party fee per transaction for credit card or e-check payments.
Utility Bill Collection Rules
In December 2004, the Responsible Utility Customer Protection Act, also known as Act 201, became law in Pennsylvania, changing some of the rules that apply to utility bill collection practices. The Law makes new rules to help utilities keep costs down. As a result, we have new rules for collecting money on past due accounts. These rules also apply to deposits, payment agreements and service accounts that have been shut off. This notice will tell you about the changes we will be making because of the Law.
Shut-Off of Utility Service:
Pennsylvania American Water can shut off your service if you fail to do any one of the following: pay for service, keep a payment agreement, pay a deposit or allow us to get to our equipment.
We will send you a 10-day notice. Once you get this notice, we have 60 days to shut off your service. Next, we will try to talk to you at least three days before the shut off date. From December through March, if we do not talk to you, we will leave a notice at the residence 48 hours before we shut off your service. If we shut off your service, we will leave a notice to tell you what you need to do to get service back on.
There are certain times we may shut off your service without giving you notice. These include stealing service, getting service through fraud, tampering with our meter, or if there is an unsafe condition.
The Law now allows us to shut-off service on all weekdays, including Fridays.
If you give us a bad check to stop termination, we may shut off your service without any further notice.
Payment to Restore Service:
Depending on your income and payment history, we may require you to pay the full bill or we may make a payment agreement. We may also require you to pay a reconnect fee and a deposit. If you have broken two or more payment agreements, we may require payment of the full balance.
Any adult who lived at a home that we shut-off for an overdue bill may have to pay all or part of that balance if you want service in your name.
Between December 1 and March 31, we will reconnect your service within 24 hours after you pay the bill. During other times of the year, we may take up to three days to restore service. If restoration requires street or sidewalk digging, it may take up to seven days.
You may have to pay a deposit if you do not have good credit. You do not have good credit if you fail a credit test, have a poor payment history with us, or were shut-off for an overdue bill. The amount of the deposit may be equal to two average bills. We will pay 6 percent interest (simple interest) on your deposit.
The Public Utility Commission (PUC) may make payment agreements between utilities and customers. The Law allows the agreements to vary between 6 months and 5 years, depending on your income. If you break the PUC payment agreement, the PUC may set up a second payment agreement only if your income has changed.
Responsibility for Bills:
We may require any adult who lives with you and whose name is on your mortgage, deed or lease to be responsible for bills. We may ask you to prove who you are and who lives with you.
We may delay shut-off if you or someone living with you is seriously ill. We will delay the shut-off if a licensed physician or nurse practitioner states that the shut-off will harm the ill person. You will need to ask your doctor to write a letter to explain your situation.
Complaints to the PUC:
You must first contact Pennsylvania American Water to complain about a problem. If you are not satisfied with our answer, you may then contact the PUC. You must pay any undisputed amounts and current bills while the PUC is looking into your complaint. If you do not pay undisputed amounts or current bills, we will shut off your service.
Sometimes customers face circumstances that stretch their financial resources. If you cannot pay your bill by the due date, please contact our Customer Service Center immediately, before the due date. Our customer service representatives are available 24 hours a day, 7 days a week at 1.800.565.7292.
Sometimes customers face circumstances that stretch their financial resources. We are here to assist. Our customer service representatives will work with you on a plan to pay the balance of the bill over time. You may also be qualified to receive assistance through our H2O Help to Others Program. See below for more information.
H2O Help to Others Program
Pennsylvania American Water assists low-income customers who qualify through its H2O Help to Others Program™. The program offers three main services:
- Grants of up to $500 per year
- A 80 percent discount on the monthly water service fee
- Water-saving devices and education
In January 2011, the program was expanded to include wastewater customers as well. The program offers two main services:
- Grants of up to $500 per year
- A 15 percent discount on the total wastewater charges
For more information
How you can help
Those who wish to contribute to the H2O Help to Others Program can do so by adding a donation to their monthly Pennsylvania American Water bill payment. Donations can be made as a one-time gift or a monthly donation of $1, $3 or $5. You can be assured that 100% of your donation and our matching funds go directly to qualifying customers. Our company assumes all administrative costs for this program so that every penny you donate goes directly to this worthwhile cause.