Hope Mills Water Customer Information
February 24, 2017 Update
Customers are reminded that the deadline for submitting claims in June 30, 2017. PWC has been processing reimbursements for eligible customers since October 2016. Current PWC customers who have not submitted claim forms were mailed information the week of Feb. 20, to remind them of the deadline. Any unclaimed reimbursements as of June 30, 2017 will be subsequently turned over to the State of North Carolina’s unclaimed property fund and eligible customers will be required to submit documentation through the North Carolina Treasury Office to prove ownership on any unclaimed funds.
If you were a PWC utility customer within the Hope Mills town limits between October 2007 and April 2016 and may be eligible for a refund and not been sent a claim form, please contact PWC at 910-483-1382.
September 14, 2016 Update
To ensure customers eligible for refunds receive the full refund they are due, customers/ accounts determined to fit the refund criteria (located within the Hope Mills town limits between October 2007 and April 2016 and billed outside City rates) are being mailed refund claim forms to verify account holder information and the addresses that you were the customer of record for PWC services. Reimbursements will be processed within six (6) weeks upon the return of the claim forms. The deadline for claims submission is June 30, 2017.
If you were a PWC utility customer within the Hope Mills town limits between October 2007 and April 2016, were billed outside City rates and have not received a claim form by September 30, 2016, please contact PWC at 910-483-1382.
July 18, 2016 Update
The extensive review and calculations of customer refunds is still on-going. PWC staff is reviewing nearly 1 million records to calculate refunds that will be based upon the date each account began to be charged outside rates and using the difference of what customers were billed each month on the outside rate.
The review includes over 7,000 addresses that have been identified for possible refunds and all account holders that may have lived at the address over the review period. Some customers could have over 100 months of service to be reviewed. Other factors in the review include: each account having up to three services with inside/outside city rate differential and all rate/fee adjustments that have occurred during the review period.
PWC wants to ensure all refunds are accurate and appreciates customers understanding during this extensive process. Notices will be mailed to customers once calculations are complete and checks are being prepared to be mailed.
May 26, 2016 Update
Rates for customers identified as inside the Hope Mills Town limits are being changed to reflect Inside City rates. Changes were anticipated to be effective with billed received during the month of May. Some bills sent during the week of May 23 may not have reflected the Inside City rate. Those bills are being adjusted and customers will be sent a new bill. With the adjusted bill, the “inside rate” designation will be listed on the line with the water and sewer service Basic Facility Charge. PWC continues to work to apply correct rates and determine refunds. A letter with an update about refunds has also been mailed to eligible customers.
April 28, 2016 Update
Customers who are located in the Hope Mills Town limits and who have been billed on the Outside City Water/Sewer Rate will have their rates changed with bills rendered after May 1, 2016. PWC is reviewing all accounts who have been identified as inside the Hope Mills Town limits to determine the amount of refund they are eligible for. Refunds will be based upon the date that the account began to be charged outside rates and will be calculated using the difference of what customers were billed monthly on the outside rate. It will take several months to review the billing for each of these accounts and accurately calculate the refunds customers are eligible for.
If you are a current or former PWC customer in the Hope Mills area and have questions regarding your rate or refund eligibility, please contact us and provide your name and service location for review.
March 31, 2016 Update
PWC has been working with the Town of Hope Mills to identify customers that may be affected by the PWC March 9 action. Accounts that have been reviewed and identified as being on the correct or incorrect rate, are being mailed information on March 31, 2016 regarding their status. Customers will receive one of three letters listed below.
For customers who will have their rate changed, we will be working to make the change and will be reviewing their account to determine the amount of refund they are eligible for. Refunds will be based upon the date that the account began to be charged outside city rates. For those properties that have been annexed into Hope Mills, the refund will be based on the actual date the property was annexed. It will take several months to make these changes, review billing records and accurately determine the amount of refund. Details regarding when the rate will change, how much refunds will be or when refunds will be made has not been confirmed at this time. PWC will notify customers when additional information is confirmed.
If you feel this information you receive in your letter regarding your location or utility rate is not accurate, please contact us and provide your name and service location for review.
March 9, 2016
PWC approved an action on March 9, 2016 that will give inside city rate classification to PWC water and sewer customers located within the Hope Mills town limits.
PWC purchased the Hope Mills water and sewer system in 1998 and the language in the purchase agreement addresses the rates to be charged to Hope Mills residents. During a recent review of the agreement, the PWC Board determined the language in the agreement had been inconsistently interpreted resulting in customers receiving different rates.
“The PWC Board wanted to resolve the confusion related to this agreement and insure rates are applied in a fair and consistent manner, “said PWC Chairman Darsweil Rogers. “We value our customers and are happy that we have been able to work with Mayor (Jackie) Warner and other Hope Mills officials to work out a resolution for our customers.”
Based on PWC’s action on Wednesday, customers located inside the town limits who have been billed outside city rate, will be changed to inside city rates and refunded the difference they have paid for water and sewer services. Customers located outside the town limits will continue to be billed outside city rates.
“Since purchasing the Hope Mills water system many years ago, PWC has demonstrated concern for Hope Mills, making significant system upgrades to ensure we are getting quality and reliable services,” said Mayor Warner. “PWC is very responsive to Hope Mills and I appreciate the cooperation and concern they have shown by looking into this matter and making this decision that benefits our citizens.”
PWC will work with Hope Mills’ town officials to identify those customers affected by the change and eligible for a rate adjustment or refund. A joint committee of PWC and Hope Mills staff will identify current and past Hope Mills residents. PWC will notify customers about pending changes and possible refunds. Because the Hope Mills town limits have grown since the agreement, it is expected to take several months to identify those customers who will receive refunds and the amount of the refund.