Customer Service

Request Service

To request service, you may click the link below, call 304-696-5564 option 5, or come to our office at 555 7th Avenue.

Be prepared to provide the following information:

  • Valid photo ID
  • WV American Water Account and Premise number

  • $65 security deposit that may be paid at time of request or added to first bill

  • Your daytime phone number, including area code

  • The address where you wish to start service

  • Birthday

If you have any questions, please call Customer Service Department at 304-696-5564 option 5 (M-F 8:30am to 4:00pm)

Terminate Service

To terminate service please fill out form below or call the Customer Service Department at 304-696-5564 option 5 (M-F 8:30am- 4pm)

The account will remain in the customer’s name until the Huntington Sanitary Board receives the final meter reading from WV American Water Company.

When you contact us, please provide

  • Your daytime phone number, including area code
  • The address where you wish to start stop service

  • Your HSB account number

If you have any questions, please call Customer Service Department at 304-696-5564 option 5 (M-F 8:30am to 4:00pm)

Account Adjustment Policy

An adjustment may only be requested by the customer of record. Leak Adjustment Form.

Types of Adjustments

West Virginia Water Company Adjustments

WVAMC adjusts usage for several reasons including hidden leaks and over read meters. After a customer requests an adjustment from WVAMC, the HSB billing department reviews the monthly meter information from WVAMC and recommends an adjustment if necessary. In cases that the meter information cannot be used, the customer’s monthly use is estimated from the average of the previous 6 month period.

Non Sewer Usage Adjustments

The HSB does not make adjustments nor allow deduct meters for water that is not returned to sewer including water used for lawn watering, cooling towers and coin laundries. A customer may install and maintain a separate water meter at his expense for water used but not returned to the sewer.

Penalties

The HSB customers are charged a 10% penalty on the current fees when payment is not received by the due date, as permitted by the WV Public Service Commission.

Bankruptcy

Charges are removed from HSB when the Bankruptcy is discharged by the Bankruptcy Court.

Shut Off Notice for Customers

For customers whose sewer account becomes delinquent, a termination letter will be mailed you will receive a termination letter in the mail stating your last day for payment before shut off. Payment must be received prior to 3pm the day of shut off.

Should your water service be terminated, in addition to the delinquent balance, you will be responsible for paying a service charge of $25.00 for the disconnect and $25.00 for the reconnect. If your account does not have the required security deposit of $65.00, it will need to be paid as well. These fees may be paid when past due bill is paid or may be paid on the next bill. Failure to pay all fees will lead to disconnection of service.

You have the right to challenge the termination if you believe any of the following conditions apply to you:
1. Any portion of the bill is in dispute.
2. You are being charged for service not received.
3. The information reflected on the termination notice concerning your account is incorrect.
4. You are only able to pay installments.
If the reason for your challenge is 1, 2 or 3 you will have to pay the amount not in dispute. If the reason for your challenge is number 4, we will attempt to negotiate a deferred payment contract with you.

YOU MUST NOTIFY OUR OFFICE BEFORE THE DATE OF TERMINATION IN ORDER TO PROTECT YOUR RIGHTS UNDER THIS PSC RULE.

If you have any questions please call our office at 304-696-5564 option 5.

If you are not satisfied with our resolution of this matter, you may file an appeal with the PSC. 1-800-642-8544 or Utility Appeal, PSC of WV, PO Box 812, Charleston WV 25323

If you need assistance to pay your bill, you may contact the WV Dept of Human Resources at 304-528-5800 for a referral.

You will receive a courtesy call 36 hours prior to termination of your water service. The HSB has elected to use an automated voice message system to notify customers.

Billing FAQ

 

 

1. If i receive a bill after the termination notice, does the new bill override the termination notice?

NO, the termination process has already started. The only way to stop the termination is to make the payment or call the office to set up a payment plan.

2. Can I make a payment online during the termination period?

Yes, however, to ensure continuation of service, the payment must be received before the termination date on the termination notice.

3. If my water service has been terminated because of non-payment, what must I do to get my water turned back on?

You must come to our office at 555 7th Ave or call 304-696-5564 option 5 to make the payment. In addition to the delinquent balance, you will be responsible for paying a service charge of $25.00 for the disconnect and $25.00 for the reconnect. If your account does not have the required security deposit of $65.00, it will need to be paid as well. These fees may be paid when past due bill is paid or may be paid on the next bill. Failure to pay all fees will lead to disconnection of service.

4. Why must I pay the $25 disconnect and $25 reconnect fee?

West Virginia American Water charges the HSB $20 disconnect and $20 reconnect fee. Huntington Sanitary Board charges $10 for administration costs for the termination process.

5. Can my water quality and sanitary bills be combined to one bill?

If you are a homeowner, we will be glad to combine both bills onto one. Billing for impervious surface cannot be combined.

6. If I own multiple properties, can my water quality fee be separated into individual bills?

All Water Quality Fees must be combined under the account of the owner of record based on the County Assessor tax records.

7. When do I get my deposit back?

It depends on whether you are a homeowner or a renter. If you own, you have to make 12 consecutive months of on time payments without any late penalty. If you have a late penalty applied to your account, the 12 month calculation starts over. When your 12 consecutive months have been completed deposit will be applied to your account. If you rent, your deposit will be returned once you move out and your final bill has been paid.