Understanding your water bill and managing your account can be confusing. This comprehensive guide addresses common questions regarding Ana Customer Service for water utility services in Santa Ana, California. We’ll cover topics ranging from bill payment and financial assistance to service disruptions and account management.
Common Billing and Payment Questions
What if my water bill is higher than expected?
Unexpectedly high water bills can be alarming. Contact ANA customer service at (714) 647-5454 to request a meter check. If a faulty meter is the culprit, the city will cover the repair costs. However, you’re responsible for repairs and associated charges if a leak on your property is identified.
When is my water bill due and what happens if I don’t pay on time?
Your water bill is due upon receipt and becomes delinquent the day after the due date indicated on the bill. A 10% late payment fee will be applied to the outstanding balance if payment isn’t received by the due date.
What payment options are available?
You can pay your ANA water bill via mail, online, or in person.
Mail:
City of Santa Ana
Finance Department – Treasury Division M-13
20 Civic Center Plaza
PO Box 1964
Santa Ana CA, 92702-1964
Contact ANA customer service for information regarding online and in-person payment options.
Is there a discount for paying my balance in full or for senior citizens?
Currently, no discounts are offered for paying your balance in full or for senior citizens.
Service Disruptions and Financial Hardship
What happens if my water is disconnected for non-payment?
If your water service is shut off due to non-payment, contact ANA customer service immediately at (714) 647-5454. Reconnection often requires full payment of the outstanding balance plus a reconnection fee. Same-day reconnection is possible if payment is processed before 3:00 PM on a business day.
What if my water was shut off on a weekend or holiday?
The city does not disconnect water service on weekends, holidays, or city-observed closures. If your water is shut off during these times, contact the Public Works Agency at (714) 647-3380 as it may indicate a different issue.
I’m experiencing financial hardship. Can I get an extension or payment plan?
If you’re facing financial difficulties, reach out to ANA customer service at (714) 647-5454 to discuss potential payment plan options or extensions. The standard payment plan is 12 months, but other arrangements may be possible. You can also inquire about penalty waivers, which are reviewed on a case-by-case basis.
Is there any financial assistance available?
While the city doesn’t directly offer financial assistance programs, they can provide information on limited rebates for water-saving practices. You can find more details on the city’s website. Additionally, external organizations like Share Our Selves and Community Action Partnership may offer assistance with utility bills.
Managing Your Account
How do I open a new account?
New account setup requirements differ for property owners and tenants. Both can apply in person, online, or via email. Contact ANA customer service or visit the city’s website for detailed information on required documentation and the application process.
How do I close my account?
To close your account, contact ANA customer service at (714) 647-5454 or email your request to info@santa-ana.org. Ensure your request includes necessary information like the service address, reason for closing, your name, forwarding address, and phone number. Property owners are typically responsible for all accrued charges until the account is officially closed.
How can I get a refund on my deposit?
Your deposit will automatically be applied to your final bill when you close your account. Any remaining funds will be refunded. You can also request a deposit refund if your account is in good standing, has been open for over a year with no late payments, and all required documentation is on file.
Resolving Billing Disputes
How do I dispute charges on my bill?
If you need to dispute charges on your bill, submit a written appeal by the due date. You can submit your appeal via mail or email to info@santa-ana.org. The city will investigate your claim and notify you of the outcome. Contact ANA customer service at (714) 647-5454 for more information.
This guide provides a general overview of ANA customer service related to water services in Santa Ana. Always contact the city directly for the most accurate and up-to-date information.
