Resolving Billing Issues

Enhancements to Customer Engagement on High Bills

Resolving problems with your bill

If you disagree with your bill or believe your charges are incorrect, contact WSSC Water’s Customer Service Center. We will review your account and billing history, investigate your concerns, and explain our findings.

Contact our Customer Service

• Phone: 301-206-4001
• Toll-free: 1-800-828-6439
• Hours: Monday through Friday, 8 a.m. to 6 p.m.
• Email:  [email protected]

What happens next?

We will review your bill and billing history to help determine why your charges may have changed.

Unusual water consumption may result from a plumbing leak, increased water use, or another issue. Keep in mind that the property owner is responsible for maintaining all plumbing on private property, and for paying for water that registers on the meter - even water that is lost due to a leak(s).

If you believe your bill is unusually high, contact us. We will investigate your concerns and explain whether a billing adjustment may be available, as well as what steps to take next.

Billing Adjustments

Depending on the circumstances, you may qualify for a billing adjustment. Contact Customer Service so we can review your account and explain your options.

If you still disagree with your bill

If you have discussed your concerns with WSSC Water staff and the issue remains unresolved, you may request one of the following dispute processes.

Dispute Resolving Board (DRB) Review

The DRB provides a process for customers to dispute unpaid charges. Visit the Dispute Resolving Board Review page for information about the process and the appropriate form.

Refund Hearing

A Refund Hearing is for customers disputing charges they have already paid. Visit the Refund Hearings pagefor information about eligibility and the appropriate form.

Each process has its own requirements and deadlines. Contact Customer Service if you need help understanding which process may apply to your situation.