COVID-19 Update

Caring for the safety & well-being of our customers, employees and community

PWC joins our community in being proactive to protect our customers and employees to minimize the impact of Coronavirus (COVID-19).  We are closely monitoring the quickly evolving situation and are committed to providing you safe and reliable utility services while also doing our part to limit the spread of Coronavirus.

Understanding this situation can create hardship or financial difficulty for our customers, we encourage customers to contact us if you need assistance with payment extensions or arrangements.

Our Customer Service Call Center (910-483-1382) is available Monday through Friday from 8 am – 8 pm.

Beginning March 17, PWC’s Customer Service Payment Center will be closed until further notice.  The PWC drive-thru will be open to accept payments during normal hours – 8:30 am thru 5:30 p.m.  All other customer service transactions can be conducted by phone (910-483-1382).   FAST Bus Service to the  PWC Payment Center has also been temporarily suspended during this closure.

We offer numerous payment options that do not require face-to-face contact, including online, phone, Western Union and our new self-service payment station  located in the drive-thru lane at our 955 Old Wilmington Road Payment Center.  This new option accepts cash, checks, cards and money orders, applies your payment immediately and provides you a receipt.

Our Online Account Manager provides you both payment options along with current and historical account, billing and usage information.  These options are also available through our mobile app which is available for both Apple and Android phones. Look for the PWC logo in your app store.

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Please note other information regarding your utility services and the impact of COVID-19:

• Please be very cautious of scammers who may attempt to take advantage of the uncertainty of this situation. Please remember PWC and its employees will never call or contact you and request immediate payment to avoid disconnection. 
• PWC will be working with customers during the COVID-19 crisis and has temporarily suspended disconnecting services for non-payment. Please note, bills are not being waived but we are allowing customers additional time to pay.  We do encourage you to call and arrange payment plans if needed because the longer payments are delayed and services continue,  the more the amount owed becomes and it can become more difficult to pay the larger amount.
• If you need to visit our offices, we are taking precautions through extra cleaning, use of hand sanitizers and other protective measures. We are implementing alternative ways of doing business and remote communication to minimize the spread of the virus.
• If you are using sanitizing/disinfecting wipes, baby wipes, etc., please dispose of them properly in the trash Although they may indicate they are “flushable”, wipes do not breakdown in your/our sewer pipes. As a result, they cause blockages, sewer backups and costly issues/maintenance to both customers and our system and plants.   If wipes (or other improperly disposed items) cause blockages in a customer owned connection to our sanitary-sewer system, it is their responsibility to pay for the repair/maintenance cost.
• Our drinking water is safe from the COVID-19 threat. The World Health Organization notes that conventional water treatment methods, which utilize filtration and disinfection (PWC’s Chlorination and Chloramination treatment methods) inactivate COVID-19 virus and are effective against other Coronaviruses.
• Our Power and Water Conservation Expo, scheduled for March 27 & 28, has been postponed. Please watch for our rescheduled date, once the Coronavirus threat has passed.

For additional information or assistance, please refer to these local resources:

• • https://www.co.cumberland.nc.us/covid19
  • NC211: Dial 2-1-1