Simple Guide to WVWD Bill Pay: Making Your Water Payments Easier

It is the customer’s responsibility to assure that payments are received in a timely manner. Customers may choose from one of the options listed below. Please contact the Customer Service Department if you have any questions at (909) 595-7554 or [email protected].

Bills for service are due and payable upon presentation and become past due twenty (20) days from the date of the bill. Partial payments are not authorized unless prior approval has been received from the District.

Register for a “My Account” customer portal account to manage all monthly payments, AutoPay, and paperless billing.

Customers can now pay water bills automatically by authorizing WVWD to deduct the payment directly from their selected payment on a pre-selected date following receipt of their monthly bill statement.

To participate in AutoPay, log into the “My Account” portal and select “sign up” for AutoPay on your dashboard.

You can make an online one-time bill payment without accessing “My Account” by using your MasterCard, Visa, Discover, debit card, or bank account. This service is FREE.

You can also pay by simply dialing toll free 1(888) 736-2813 to call a secure automated telephone payment system.

Customers may pay their bill in person at the District office during normal working hours or, after hours by depositing the payment in the water bill payment drop box located in front of the District office.

West Valley Water DistrictPO Box 102060Pasadena, CA 91189

P.O. Box 7152Pasadena, California 91109-7152

My Account – Online Portal

Welcome to Walnut Valley Water District’s new customer portal. This is a one-stop shop for our customers to:

• Pay WVWD Monthly Bill Statement
• View & Manage Water Usage
• Setup & Manage AutoPay
• Setup & Manage Paperless Billing (E-bill)
• Set Alerts
• and All with a single login!

To enroll, simply click on the My Account link below.

You will need the following information to create your My Account:

• 12 digit WVWD Account Number (located on your monthly bill statement)
• Amount due listed on your most recent monthly bill statement
• Valid e-mail address

WVWD customers that previously had an online portal account will be able to log into the new online portal with their existing username and password, no need to re-register.

Payment & Billing Policies

If the bank returns a check received for payment or if an electronic payment via the Automatic Bill Payment program is rejected, repayment will be required in the form of cash, cashier’s check, credit card, or money order. The customer’s account will be charged a returned check fee. Typically, the District will issue a letter or a door tag notification to the service address for repayment of the check amount as well as the returned check fee.

District billing shall be paid in cash, checks, credit cards (Visa, MasterCard, and Discover may be used online or by telephone), and electronic payments. Make checks payable to Walnut Valley Water District.

WVWD water meters are read on a monthly basis for the preparation of periodic bills and as required for the preparation of opening bills, closing bills, and formulating special bills. A customer is billed for each meter on their property.

The water meter registers water consumption in units of hundred cubic feet (CCF). One unit is equivalent to 748 gallons of water.

Bills for water service are prepared on a monthly basis for each customer, unless otherwise established in the rate schedule.

Bills for metered service will show the meter reading for the current and previous meter reading period. The bill will contain the following information: service location, water consumption, days of service, meter readings, rate breakdown, and water service charges.

Bills for water service are due and payable upon presentation and become overdue twenty (20) days from the date of the invoice.

Please let us know of your vacation plans, so our Customer Service Department can take steps to ensure continued water service to your residence until you return. Simply contact the District’s Customer Service Department a few days prior to departing on vacation if your scheduled time away from home coincides with the date your regular water bill arrives. As a service, we may arrange for an extension of payment date, or perhaps recommend that you make an advance payment, depending on the situation. You can reach us by telephone at (909) 595-7554 or sign-up for AutoPay to not worry about your bill on vacation.

The District has accumulated unclaimed money from customers and developers as a result of refund checks from closed accounts. These funds have remained unclaimed for a period of time usually as a result of checks that are returned as undeliverable by the postal service.

In an effort to locate these customers and developers, the District has created a searchable database for customers to review the unclaimed funds. To search for funds, customers will need to enter all or part of their last name or business name in the search bar provided and then submit a claim form to recover any monies properly payable to them. Under the District’s policy regarding unclaimed funds, any monies that remain unclaimed for a period of more than three (3) years from the date on which such funds are no longer properly held by the District become the property of the District if not claimed.

To claim an amount shown on this list, customers/developers must download and submit an Unclaimed Money Claim Form.

Customers may check the accuracy of their monthly bill statement by contacting the Customer Service Department at (909) 595-7554 or [email protected]. Customers who are concerned that they are being billed incorrectly after speaking with a Customer Service Representative may appeal their charges in accordance with the District’s Rules and Regulations.

• Submit a written complaint to WVWD within 10 days of receiving a monthly water bill statement.
• Upon receipt of a written complaint, a hearing date will be set with a District Hearing Officer.
• Hearing #1 – a District Hearing Officer will review the accuracy of charges with the customer and determine a decision on whether the bill is accurate or inaccurate.
• If the bill is deemed accurate, the customer must pay the bill immediately. If the bill is inaccurate, the bill will be corrected and a new invoice will be issued. Payment will then be due in ten days.
• If a customer is not in agreement with the results of Hearing #1, a customer may submit a second written appeal to the District for a hearing with the Board of Directors. The Board of Directors’ decision on the matter is final.
• If the bill in question is accurate, a customer must pay the bill immediately. If an error is found, the District will distribute a corrected invoice and payment is then due in ten days.
• If payment is not received on time throughout the appeals process, water service will be shut off due to non-payment and in accordance with the District’s Rules and Regulations.

Please read the District’s policy for the complete official description of the Appeals Procedure.

Generally, customer accounts are on a monthly billing cycle. The current bill balance is considered past due if not paid within twenty days from the date of invoice.

Walnut Valley Water District’s Enhanced Online Services

FAQ

What if I can’t pay my West Valley Water District Bill?

West Valley Water District is here to help. If you’re experiencing hardships and are unable to pay your bill, you may request a payment plan by calling our customer service team at 909-875-1804.

What does wvwd stand for?

West Valley Water District’s mission is to provide our customers with safe, high quality and reliable water service at a reasonable rate and in a sustainable manner. West Valley Water District (WVWD) is committed to safeguarding its community water system from harmful contaminants. Learn more by visiting www.wvwd.org/servicelineinventory

What does the wvwd customer service department do?

The WVWD Customer Service Department manages customer accounts for the over 98,000 residents and customers in the District’s service area, responding to questions about billing, maintenance and other important needs.

How do I contact wvwd?

If you would like to email us a question, feel free to contact us at [email protected]. Emails received after business hours will be responded to on the next business day. If you are a developer inquiring about a pending technical evaluation or inspection, please contact our Engineering Department.

What payment methods are accepted for online utility bill payment?

You can view your bill and make an online payment with your VISA or MasterCard or ACH by signing up in our Online Payments system. You can also sign-up for recurring payments or a one-time payment. Sign up online through your bank to have utilities payments deducted from your bank account on the bill due date.