CUSTOMER ASSISTANCE PROGRAMS
Sometimes customers face circumstances that stretch their financial resources. West Virginia American Water is here to assist. Our customer service representatives will work with you on a plan to pay the balance of your bill over time. You may also be qualified to receive assistance through our H2O Help to Others Program™.
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 at 1-800-685-8660, M-F, 7 a.m. to 7 p.m. They will work with you on a plan to pay the balance of your bill over time. West Virginia American Water also offers budget billing to those who quality.
Special Reduced Rate Program for Low Income Customers
West Virginia American Water's special reduced rate program provides a 20 percent discount on current residential water rates for certain low income households.
To qualify, you must be a residential West Virginia American Water customer and currently receive at least one of the following:
- SSI - Supplemental Security Income (children under age 18 are not eligible)
- WV WORKS
- SNAP - Supplemental Nutrition Assistance Program and be 60 years of age or older
Eligibility for this program is determined by the West Virginia Department of Health & Human Resources (WVDHHR). West Virginia American Water customers who are determined by WVDHHR to be eligible should receive a special application in the mail from WVDHHR. These applications were customized specifically for this program and are the only way to enroll.
Completed applications should be mailed to:
West Virginia American Water
1600 Pennsylvania Ave
Charleston, WV 25302
If you have not received an application and you are certain that you receive one of the three types of assistance listed above and therefore should quality for this program, please contact your county WVDHHR office.
Customers enrolled in the special reduced rate program receive a 20 percent discount that appears as a credit on their monthly water bills. The discount is applied to water rates authorized by the Public Service Commission only; NOT wastewater rates, taxes, surcharges or any other charges. Once enrolled, customers do not need to re-enroll every year. If a customer who is currently enrolled in the discount program is no longer receiving one of the three qualifying types of assistance, West Virginia American Water will remove the discount from the customer’s account within 30 days of being notified of the change in benefits by WVDHHR.
Dollar Energy Fund
West Virginia American Water is a partner in the West Virginia Utility Assistance Program Dollar Energy Fund. The goal of this non-profit organization is to provide comprehensive utility assistance to low-income West Virginia individuals and families through a statewide network of community-based organizations. Since its inception, the West Virginia Utility Assistance Program has provided thousands of grants worth hundreds of thousands of dollars to families who have fallen on hard times.
West Virginia American Water matches customer donations on a dollar-for-dollar basis. Customers can donate to the fund by checking off the box on their bill. Customers can also make contributions directly on the Dollar Energy website, www.dollarenergyfund.org.
To be eligible for the program, grant recipients must have received a utility shutoff notice or have already had service disconnected. Recipients must also have made a sincere effort to pay the bill (at least $50 on the outstanding water bill in the past 90 days), applied for all open and available state and federal programs, and have a household income at or below 150 percent of the federal poverty income guidelines, which for a family of four is up to $36,456 annually.
For more information about the Dollar Energy Fund, call West Virginia American Water's Customer Service Center at 1-800-685-8660 or go online to www.dollarenergyfund.org.
How our customer assistance programs are funded
Customers’ monthly West Virginia American Water payments do not subsidize the customers enrolled in these programs. Instead, the state reimburses the company for the Special Reduced Rate Program through a credit toward its state Business & Occupation tax. Likewise, grants made through the Dollar Energy Fund are made possible by the shareholders of West Virginia American Water, not our customers.