Thank you for visiting our website to find out more information about the changes happening at Wilkinsburg-Penn Joint Water Authority. Keeping our customers informed and up to date is a top priority.

By now each of our customers has received their new full-page bill. To provide this new bill design, we had to change our billing software. Like most changes, they don’t always go as planned. Our staff has been working diligently to provide the best possible customer experience as we navigate through these changes.

To ensure our message reached as many customers as possible, we worked with the media outlets and updated our phone and website messages to share these challenges. Thanks to the dedication of our customers calling in to notify our staff of discrepancies, we were able to quickly address these billing anomalies.

What was the anomaly

• A small number of accounts picked up the customer’s start date instead of the last read date, making it appear they were billed for a large number of days. Consumption and bill amounts are correct.
• Several accounts were pulling an incorrect Prior Read number. Consumption and bill amounts are correct.
• If the mailing address was different from the service address, the service address was changed to the mailing address. Consumption and bill amounts are correct.

When will it be resolved?

We are working with the billing vendors to ensure this anomaly is fixed; however, we encourage customers to continue to monitor their bills and contact customer service if they see any discrepancies.

While we hoped our changes would bring minimum impact to our customers, we prepared for the worst by stopping our collection process (late fees, non-payment terminations, and late notices) until we could guarantee the new billing software was working properly. We apologize for the frustration and inconvenience this is causing and continue to be thankful for the support and understanding we have received from our customers so far.

If customers believe that they have incorrect information on their bill, we encourage them to contact WPJWA customer service at 412-243-6200 or custserv@wpjwa.com.