If customers are seeking financial assistance with their bill, the PSC recommends they contact West Virginia 211. This service is a free confidential service that connects the caller with resources for various needs, such as helping to pledge funds for utility bills. This service can now be contacted three different ways and is operational 24 hours a day, seven days a week. You may dial 211, you may access the website, at http://www.wv211.org, to chat with a specialist or you may text your zip code to 898-211.

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Calls are routed by the local phone company to a local or regional calling center. The specialists at the locations access databases of the resources available from the public and private health and human services agencies, match the caller's needs to available resources and link or refer them directly to the organization or agency that can help.