Customer Rights

If your service is terminated you may be subject to additional charges involving reconnect fees and deposit requirements in order to restore 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 above is incorrect

4. You are able to pay only in installments

If the reason for your challenge is 1, 2, or 3 about, you will have to pay any amount not in dispute.  If the reason for your challenge is 4, we will attempt to negotiate a deferred payment plan with you.  

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

City of Martinsburg Water/Sewer Dept.
232 N. Queen St., Martinsburg, WV  25401
TELEPHONE: 304-264-2131
BUSINESS HOURS: 8AM-5PN, Monday-Friday

IF YOU ARE NOT SATISFIED WITH OUR RESOLUTION OF THE MATTER, YOU HAVE THE RIGHT TO FILE AN APPEAL WITH THE PUBLIC SERVICE COMMISSION OF WEST VIRGINIA.  You will be required to pay the current bill while the appeal is pending.  There is no charge associated with filing an appeal and you may do so without the assistance of an attorney.