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Low Income 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™.

Payment Arrangements

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, seven days a week at 1-800-685-8660. 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 is pleased to offer a new program to provide a 20 percent discount on current residential water rates for certain low income households. We pursued this program with the support of the state of West Virginia as a way to lessen the impact of rate increases for customers struggling to make ends meet.

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)
  • SNAP - Supplemental Nutrition Assistance Program and be 60 years of age or older

Eligibility for this program will be determined by the West Virginia Department of Health & Human Resources (WVDHHR). West Virginia American Water customers who are determined by WVDHHR to be eligible will receive a special application in the mail from WVDHHR in May 2013. These applications are customized specifically for this program and are the only way to enroll. If a customer who was not eligible at the time of this initial mailing becomes eligible in the future, they will receive an application in their benefits package from WVDHHR.

Completed applications should be mailed to:
West Virginia American Water
P.O. Box 1906
Charleston, WV 25327

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. 

For more information about the Special Reduced Rate Program, please click here.

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,


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 $33,075 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