Billing & Payment Information

At Pennsylvania American Water, providing you with the best customer service possible is our priority. In Pennsylvania, we offer several easy ways to pay your bill:

Online Self-Service, Bill Pay
Residential customers can now use our new self-service feature, 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.paymybill.com.

Pay by Mail:
Mail your check to:
Pennsylvania American Water
P O Box 371412
Pittsburgh, PA 15251-7412
To avoid processing delays, include the pre-addressed payment stub, write your account number and address on your check or money order, use the envelope provided and do not send paper clips, staples or cash.

Pay in Person:
Pennsylvania American has agreements with hundreds of merchants in our service areas across the state where you can pay your bill in person. These locations include supermarkets and drug stores. View our list of payment locations across Pennsylvania. Please note, this list changes periodically. Customers are encouraged to call the location first, to ensure they still accept payments for Pennsylvania American Water.

Pay Automatically:
Sign up for Automatic Payment, and your bill will be paid on time, every time, directly from your checking or savings account on the date it is due. You'll still receive a copy of your bill well before the due date, so you will have time to ask any questions before payment. And it's totally free! Call our Customer Service Center to sign up, or complete and mail the enrollment form.

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. See below for details.

Notice To Pennsylvania American Water Residential Water Customers:
Dear Customer:
The Governor signed a new law called the Responsible Utility Customer Protection Act (Act 201 or Law) that became effective on December 14, 2004. The Law makes new rules to help utilities keep costs down. To keep costs down, 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.

Deposits:
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.

Payment Agreements:
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.

Medical Certificate:
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.

Payment Assistance:
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. Click here for more information on these services.

Payment Arrangements:
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.

H2O Help to Others Program:
For more than 15 years, Pennsylvania American Water has been assisting low-income customers who qualify through its H2O Help to Others program. The program provides three services:

• Grants of up to $500 per year
• A 65 percent discount on the monthly service fee
• Water-saving devices and education

In 2007, the company provided a combined $171,000 in assistance grants to 570 individuals and families, with the average grant being $300. Grants are funded through a corporate match of customer and employee donations. In November 2007, Pennsylvania American Water increased its corporate match from $100,000 to $150,000 per year.

For more information, or to see if you qualify, contact American Water’s program administrator, $1 Energy Fund, toll free 1.888.282.6816.

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.