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About Us

GEORGIA

Your questions answered.

  • Getting Started
    • Do you offer variable rate plans?
    • Can I see the details of your plan before I sign up?
    • Do you require a deposit?
    • Do you charge a late payment fee?
    • Do you assess an exit fee?
    • Can I enroll online?
    • Is it to my benefit to disconnect during the summer?
  • About Your Bill
    • What if my bill doesn't have a due date?
    • Why am I charged a base charge when I have moved?
    • Why do I receive bills for no usage that show a zero balance?
    • Can I change the name on my account?
    • Can I select my bill's payment due date?
    • I did not get a bill
    • Budget Billing
    • AGL charges
  • Paying Your Bill
    • Payment options
    • Missing payments
  • Online Payment, Electronic Billing & MyAccount
    • Getting started
    • Registration
    • Paying online
    • Other questions
  • Problems Paying
    • You sent me a shut off notice. What do I do?
    • Are there additional charges when I receive a sheut off notice?
    • Do you offer a payment plan for people in danger of shut off?
    • I have a serious medical condition. Will you shut me off for non-payment?
    • Are there assistance programs to help people with winter gas bills?
    • Can I use the online payment system to avoid a shut off?
    • Why was I shut off even thought I paid the bill on the deadline day?
    • What is the fastest way to get a payment to you?
  • Moving
    • Do I need to contact MXenergy if I am moving?
    • Can I transfer my account?
    • How do I close my account?
    • Why am I charged a base charge when I have moved?
    • Why do I receive bills for no usage that show a zero balance?
    • Why do customers turn off their gas service during the summer months? Are there any advantages or disadvantages?
    • When I want to switch my natural gas service to a marketer, whom do I call?
    • Is ther a fee if I decide to switch providers?

Getting Started

Starting Your Natural Gas Service from MXenergy

Q: Do you offer fixed and variable rates?
A: Yes. MXenergy offers a variety of innovative rate plans to serve your energy needs.

Q: Can I see the details of your plan before I sign up?
A: Of course. If you are interested in an overview of what we offer, click on"Enroll Now". For a more detailed look, check our Disclosure Statement. The Georgia Public Service Commission requires all natural gas marketers to send a Disclosure Statement after your marketer switch or turn on is confirmed. This statement is a review of the agreement between you and the marketer (MXenergy for example) and the rules of the relationship. We put a generic Disclosure Statement on the web site. Certain details of your service, like rate and length of agreement, can not be included in this version. If you want all of the details, check our Terms and Conditions of Service.

Q: Do you require a deposit?
A: Based on your credit history as shown in a credit report, a deposit may be required for new customers.

Q: Does MXenergy charge a late payment fee?
A: Yes. There are late fees for both residential and commercial accounts. The residential fee is $10, as limited by the rules of the Georgia Public Service Commission and state law. The commercial fee varies, based on the size of the past due amount.

Q: Does MXenergy assess an exit fee?
A: We reserve the right to charge an exit fee if you are on a fixed rate plan and do not remain on the plan for the duration of your contract. We do not always charge an exit fee, particularly if you have been our customer for a year or more. Exit fees are not charged if you are transferring service to a new residence, moving out of the AGL service territory or out of state.

Q: Can I enroll online?
A: Of course you can. We understand that you want the convenience of doing things on your schedule, not ours. To start the enrollment process, click on "Enroll Now".

Q: Is it to my benefit to disconnect during the summer?
A: Some customers use natural gas only for heating and disconnect their natural gas service during the warm months. They do this to avoid paying Atlanta Gas Light or base charges each month. If they remain connected those charges will be assessed, even if they use no gas.

MXenergy makes no recommendation on whether you should or should not do this. We do ask that before making a decision you examine the numbers. (You should also confirm that you do not use natural gas for anything other than heating!) Though you will not pay Atlanta Gas Light charges while the service is off, you will pay AGL charges when you reconnect.

When you reconnect your bill will include:

  • An AGL connection fee ($25 minimum)
  • An AGL seasonal reconnect fee ($25 residential, $35 commercial)

MXenergy does not charge a reconnection fee, but you may be required to pay a deposit or post other security for your account, or asked to pay a higher service charge based on information we receive from credit reporting agencies. We will check your credit before reconnection.

When cooler weather arrives and you decide to connect your service again, we will need advance notice. MXenergy relies on Atlanta Gas Light for connection services. In the fall AGL crews are busy with reconnects, new connections, and service calls. You may have to wait a week or more for a service call. Please contact us well in advance of the date you want service restored so that we will have time to make arrangements with AGL. We recommend giving us at least ten business days to get your service started.

Only you can decide if a seasonal disconnection is right for you. Please check the numbers and make an informed decision.

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About Your Bill

Q: What if my bill doesn't have a due date?
A: Your bill has a due date if your account balance is for current charges only. If you have a balance that is being carried over to the next bill, our bill will show the due date as "Due Now". This means that a portion of the bill is due when you receive it, and that you should pay that amount immediately in order to allow enough time for payment processing and avoid the possibility of service interruption. The rest of the bill is due 21 days after the statement date. Look in the message center on your statement for details.

Q: Why am I charged a base charge when I have moved?
A: The base charges on your statement are determined by a message we receive from Atlanta Gas Light. On the twentieth of every month, AGL runs a census of the meters connected to its system. If your meter is assigned to MXenergy at that time, we are assessed base charges for your account. We then put them on your bill. If your account is terminated before the fifteenth day of the month, there will be no AGL charges. If your moving date is on or after the fifteenth, there is a good chance the transfer will not be done before the twentieth and we will assess another month's base charges on your account.

Q: Why do I receive bills for no usage that show a zero balance?
A: The final bill process is meant to capture any additional charges and adjustments to your account from Atlanta Gas Light. It takes more than one billing cycle for these charges, if any, to be assessed and forwarded to us for billing. You will receive bills from MXenergy after you have been switched to a different provider or cancelled service.

Q: Can I change the name on my account?
A: You may request a name change on your MXenergy account if the change is due to marriage, divorce or the death of a spouse. If you have another reason to change a name on the account, you will need to contact our Customer Care Center toll-free at 877.677.4355 to re-enroll for service under the new name.

Q: Can I select my bill's payment due date?
A: Unfortunately, you cannot select your bill's payment due date. Our billing schedule is linked to Atlanta Gas Light's meter read schedule. Your bill is generated approximately every four weeks (when we receive the usage information required to calculate a bill), and your due date is determined by the statement date.

I Did Not Get A Bill:

Electronic Bill

If you did not receive your electronic bill there are two possible problems.

Q: Do we have the correct email address for you?
A: To check this, log in to MyAccount and click on "Edit eProfile." On that page make sure the email address we have listed for you is correct. If you have changed your email address, please confirm that we (and any other electronic billers) have the correct address in our files. If the address is not correct, make any required changes on this page and submit the form.

If the address is correct, proceed to the next topic.

Q: Has our eBill been intercepted by your spam filter?
A: Many Internet Service Providers filter incoming email for spam. Given the volume of objectionable email most of us receive, that is a good idea. However, filtering can prevent you from getting email that you want to receive unless you take action.

Your ISP may provide you with a "Junk" or "Bulk" folder. Please check that folder for the missing electronic bill. If you find it here, follow your ISPs instructions to allow email from mxenergy.com, or docucorp.com to pass your filter. If you do not find the missing eBill, it may have been rejected and you should still adjust your settings to allow our email to pass your filter.

Q: What Next?
A: If you have found the problem in Step 1 or Step 2, you should have no trouble getting next month's electronic bill. You can still see the missing bill by logging in to MyAccount. The latest statement is summarized on the first page. Click on "View Bill" to see an Acrobat file of what a paper version of your bill would look like. You may print this bill for your records.

If you did not find the answer to your problem in Step 1 or Step 2, please send an email to customercarega@mxenergy.com.

By Mail

MXenergy relies on the United States Postal Service to deliver its paper bills. The USPS does a good job, especially when you consider the volume of mail moving around the country every day. But sometimes a bill will not get to its destination. This troubleshooting guide will help us figure out why.

Q: Do we have the proper mailing address?
A: When you sign up for service we make sure we have the right address before we start sending bills. That address can change if the Postal Service moves you to another post office, if the county changes the name of your road or street, or if you move.

If you have an open forwarding order at the post office the bill will go to the forwarding address. This can be a problem if you have moved more than once in a year or have mail forwarded to a vacation home. It is a good idea to cancel a forwarding order when there is no more need for it. Contact the Postal Service for details.

If the address is wrong, we'll usually get the bill back from the Postal Service. (It could take a month for the bill to be returned to us.) We'll check to make sure we did not have a mistake on the address by comparing the bill to our customer record. If the address on the bill is a match, we may call you to verify that we have the right address. If we can validate the address, we will send the bill for a second time.

If you know about any changes to your address, use the address change form on the back of your payment stub to let us know about it. That way you will get your bill each month. If you have online access through MyAccount, you can use the "Edit Account" page to change your billing address.

Q: Did you throw the bill away by mistake?
A: There is no need to be embarrassed; lots of people tell us they throw bills away because they think they're junk mail. We don't send a lot of mail to our customers, other than the bill, but when we do it is important. It may be an advisory about your bill or your rate plan. It could be a customer survey or a holiday card. We'd appreciate if you open anything you get from MXenergy!

Q: Do bills get lost in the mail?
A: No system is perfect, and sometimes bills do get lost in the mail. Your statement should come at roughly the same time each month. If it is a week past the time when you normally get a bill, take action. You can call us at 877.677.4355 and use our automated phone system to get your account balance. Or you can sign up for MyAccount to able to access your latest bill at any time of the day or night. You can even avoid the mail altogether and sign up for MyAccount and electronic billing. You'll get an email reminder each month when your new bill is ready.

The bottom line: we do our level best to get a bill to you each month, but things can go wrong. If your bill is late, we have provided several ways for you to let us know and find out what is on your current bill. Budget Billing

Budget billing can be very convenient. You'll know what your gas bill will be before you get it because you will be paying the same amount every billing cycle for a year.

This collection of Frequently Asked Questions will help you better understand MXenergy's budget billing program.

Q: Who is eligible for budget billing?
A: MXenergy offers budget billing to residential customers enrolled in a Guaranteed (fixed) rate plan. If you are on a Flex (variable) plan you must select a Guaranteed rate plan before being accepted for budget billing. You must have a good payment history, making payments on time and in full for a period of at least five months. New customers will not be eligible for budget billing until they have established a payment history. Budget billing is not available for commercial customers.

Q: How is my budget bill payment amount calculated?
A: We consider three factors when we calculate your budget bill payment: the amount of gas you use, the price of that gas, and the other charges on your bill. The calculated total will be divided by twelve to determine your monthly payment.

Q: How is my budget bill account reconciled (true-up)?
A: A "true-up" means that we reconcile your actual charges with the total of the please pay amount on the last twelve bills. We will review your account after you have been on the budget billing program for 12 billing cycles or one year. If we find that you have overpaid, we will divide your total credit amount by twelve and reduce the monthly payment by that amount. If your actual bills are less than our estimate, we divide the balance due by twelve and increase the monthly payment by that amount. We will notify you of any change in your budget bill amount prior to the change taking effect.

Q: What happens if I don't make my budget bill payments?
A: You become ineligible for budget billing if you miss making your payment for two billing cycles. You will be removed from budget billing and the next bill will include the 1) the unpaid balance on your account, 2) current billing charges, 3) the deferred balance (debit or credit) from the budget billing program, and 4) if applicable, late payment charges.

Q: What happens if I move or want to discontinue my participation in the budget bill program?
A: If you are moving within our service area and want to continue your MXenergy service at the new location, please contact us. Your budget bill payment amount may have to be adjusted based on anticipated gas usage at the new location. If you are moving out of the service area or decide to stop participating in our budget bill program before twelve billing cycles have been completed for any reason, any deferred balance in your account will come due. The first statement after budget billing ends will include the 1) any unpaid balance on your account, 2) charges for the current billing cycle, 3) the deferred balance (debit or credit) from the budget billing program, and 4) if applicable, late payment charges.

Q: What happens if I overpay my budget bill?
A: It is usually best to pay your calculated budget bill amount for the 12-billing cycle term of the agreement.

If you pay more than your budget bill amount, the system checks to see if your account is current. If your account is current, the system will apply the extra funds to your next billing statement and, finally, if your next statement's budget bill amount were already prepaid in full, then any additional funds would be allocated to your budget bill deferred balance. In other words, you would have to pay two month's worth of budget bill payments in advance before funds would be applied to the deferred balance.

If you overpay when you have a positive deferred balance (most likely in the cold weather season when your budget bill payments have not kept pace with winter usage), and you have paid two months in advance, then the extra funds would be applied to your deferred balance.

If you prepay when you have a zero or negative deferred balance, your overpayment will be applied to your active account balance, as you haven't yet paid two months worth of budget bill payments in advance.

If you see zero as your "Please Pay" amount, you do not have to send in a payment.

Remember, it is usually best to pay your calculated budget bill amount in order to take advantage of the benefits of the budget billing program.

Q: Are there are special situations that I should know about?
A: Yes. Your account will be monitored on a regular basis. If there is a growing difference between your estimated total bill and the amount of your actual bill, we may decide to reconcile or "true-up" your account early. This will result in a change to your budget bill payment amount. This early true-up will help you avoid a much larger change to your payment at the conclusion of the year. When we do an early true up we extend your budget billing period for twelve billing cycles into the future. You will be notified by mail of the change in your budget bill payment amount.

If you have any questions or wish to cancel your participation in our budget bill program, please contact our Customer Care Center toll-free at 877.677.4355. We appreciate your business and hope you find our budget-billing plan useful.

Q: How can I apply for budget billing?
A: You can call us at 877.677.4355 and a Customer Care representative will accept your application for budget billing. Please understand that not all customers will qualify for budget billing. You must be on a fixed rate and have an established payment history. Budget billing is for residential accounts only.

If we accept your application you will receive a letter summarizing the budget billing program and confirming your budget billing monthly payment.

AGL Charges
Every natural gas bill in Georgia has two main components: the charges for natural gas used and Atlanta Gas Light charges, sometimes referred to as base charges. For a detailed description of the AGL charges, click here.

Q: What are the Atlanta Gas Light charges on my bill?
A: The Atlanta Gas Light charges (sometimes called base charges) are your share of AGL's cost of doing business (e.g. providing the staff and facilities that serve you, and the cost of upgrading and maintaining your local pipelines). AGL has an obligation to make sure their system is ready at all times to serve the residents of Georgia -- regardless of gas usage.

Q: Why do my AGL charges vary on every bill?
A: This is a result of the way Atlanta Gas Light recovers their annual Designated Design Day Capacity ("DDDC") charge on residential accounts. The DDDC charge is calculated by measuring your highest usage day during the previous year. This allows AGL to calculate how much gas they need to have in their system to meet customers' need on any given day. The table below shows the percentage of the annual fee that is billed each cycle. During cycles when you use more gas; the DDDC charge will be higher. During warmer weather, the DDDC charge will be lower.


DDDC Percentages--Total equals 100%
January18%February19%
March15%April8%
May4%June3%
July3%August3%
September3%October3%
November7%December14%

Q: Why have the AGL charges on my bill increased compared to last year?
A: Every year Atlanta Gas Light recalculates the Designated Design Day Capacity ("DDDC") charge on all accounts. The DDDC charge is calculated by measuring your highest usage day during the previous year. This allows AGL to calculate how much gas they need to have in their system to meet customers' need on any given day. This recalculation can increase -- or decrease -- one of the large components of the AGL charges. The new DDDC usually takes effect in the late fall.

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Paying Your Bill

Payment Options

There are a number of convenient ways to pay your MXenergy natural gas bill.

First, you may pay by check or money order. Just enclose your check or money order in the enclosed envelope. (Please include the remittance stub and write your customer number on the check.)

You can also pay automatically, by bank draft or credit card. We'll be glad to get you started. Just send us an email at customercarega@mxenergy.com.

We also offer online payment. By signing up for MyAccount, you can pay your MXenergy bill, and any other bill, online. You may be interested in electronic billing as well as payment. Find out more in the MyAccount area. If you already use the Bill Pay services of your bank or Checkfree, you'll find MXenergy listed as a payee.

If you need to pay in a hurry, we can take your payment by phone. Just call us at 877.677.4355. There is a $4.95 service charge for a check or credit card payment by phone.

For those customers who prefer to make payments in cash, MXenergy now accepts payment through the Western Union Convenience Pay service. Convenience Pay is a fast and easy way to send a payment to MXenergy Services without using a check or credit card.

The Convenience Pay service cannot be used to quickly notify MXenergy Services of payment for late, termination, or disconnect notices. Please use Western Union Quick Collect for this type of service.

Please refer to the listing below for agent locations.

When using the Convenience Pay service you will need to have your bill with you. On that bill you will find your customer number. The Western Union Agent will need to see your bill to process the payment.

Cost of the Convenience Pay service is $1.00 per transaction, in addition to amount due on bill.

For the Convenience Pay location nearest you, click here or call 1 (800) 354-0005.

Western Union Quick Collect Service -- Immediate Cash Payment

MXenergy now accepts cash payments through the Western Union Quick Collect Service for customers who need to make immediate payment. A payment can be posted to your account faster than using overnight mail. This is only for cash payments. The cost of Quick Collect Service is $12.95 per transaction, in addition to the amount due on the bill.

If you are facing an involuntary shut off, the Quick Collect Service will provide immediate payment notification to MXenergy's Collections and Back Office departments. This will allow immediate action to stop the shut off process.

The Agent will need the following information when making a Quick Collect payment:

  • Your Customer Number
  • Company Name (MXenergy Services Co.)
  • Code City (MXenergy)
  • State (TX)

For transactions of $1,000 to $2,999.99, a driver's license, state, or government issued identification, passport or alien registration card must be provided. For a transaction of $3,000 or more, you must also provide a social security number, date of birth and occupational information.

Call (800) 325-6000 for more information about Quick Collect and to find the location nearest you.

Missing Payments

We make every effort to make sure that your payment is credited to your account in the shortest time possible. The shortest time possible does not mean we can credit your account immediately. But if you have made a payment and don't think we have received it or credited it to your account, these pages will answer your questions and help us track your payment.

How did you make the payment that is missing?

  • Check or Money Order
  • Western Union
  • At MXenergy's site
  • At my bank's site

Check or Money Order
Did you send the payment after the due date? If the answer is yes, your payment was probably not posted before your most recent bill was processed. It will show up on the next statement.

If you paid just before the due date, it may not have posted to your account before your next bill was generated.

If you paid at least four business days before the due date, we may not have been able to locate your account. Did you include the payment stub? Did you write the account number on your check or money order? If you did not, it can take several days to locate the account you intended the payment to go into, and sometimes it is impossible to find the account.

To help us locate the payment, please provide us with specific information about the payment: the date it was made, the amount, the payee, your name, your customer number, and a method of contacting you. If the payment has cleared your bank, we will need proof of that, either a copy of the front and back of the check or a letter from the bank. For a money order we will need a copy of the stub/receipt you received for the money order.

You can attach that to an electronic trouble report or mail or fax the information to us.

Here are some tips that will help make sure your payment is properly credited.

  • Please verify your billing address information when mailing your bill, and help us properly post your payment by following these guidelines. It is sometimes impossible to properly post a payment without you noting your Customer Number on your check or money order.
  • Ensure the remittance address appears through the window of the envelope. For multiple accounts, include all remittance stubs and indicate the amount to be posted to each account. Your check total should equal the amounts allocated on all stubs.
  • Do not send cash.
  • Do not fold stub or use paper clips, staples or tape.
  • Enclose your remittance stubs and provide the payment amount to be posted to that account. Please write your Customer Number on your check or money order.

Did this answer your question? If not, send us an email at customercarega@mxenergy.com

Western Union
Cash payments made through Western Union rarely present problems. When we do have a problem, we need to be able to track your cash payment. Please have the following information available:

  • Where did you make the payment?
  • Do you have a receipt or other proof that you sent the money order?

Did this answer your question? If not, send us an email at customercarega@mxenergy.com

At MXenergy's site
First, we need to determine whether your payment is really missing.

The online bill summary is not a real-time reflection of the status of your account. It is a summary of the last bill presented by MXenergy. Payments to your account will not be shown in the summary until the next bill is generated.

If you paid through our Payment Center, you can track payments by checking the Payment Activity page. There you will see the status of each payment you have scheduled. If the status is Processed your payment has been sent to us. Here is the list of possible payment status descriptions:

  • Scheduled indicates that the payment is scheduled to be made.
  • In Process indicates that the payment is now being processed and cannot be changed or canceled.
  • Processed indicates that the payment date has arrived. Normally, we receive the payment on the payment date and credit your account. Sometimes, however, it can take a few days to credit your account.
  • Canceled indicates that you canceled the scheduled payment.
  • Failed indicates that the payment was returned to us either because there was a problem when we tried to withdraw the payment from your payment account or because the account information sent with your payment was not enough for us to properly credit your account. This status can also occur when the bank account we tried to withdraw the payment from has been closed.

You can also check to see if the payment has been withdrawn from your payment account. If you made the payment using a bank account, check your account statement for the withdrawal.

Did this answer your question? If not, send us an email at customercarega@mxenergy.com

At my bank's site
Did you make the payment on or after the due date?

If the answer is yes, your payment was probably not posted before your most recent bill was processed. It will show up on the next statement. You can check your account balance by calling 877.677.4355 and selecting the account balance option in the menu.

If the answer is no, has the payment cleared your bank?

If the electronic payment has cleared your bank, and was made before the due date, please check the name on the payment. Make sure your select "MXenergy" from your bank's list of Payees in the future and contact us about this missing payment. We'll need specific information about the payment: the date it was made, the amount, the payee, your name, your customer number, and a method of contacting you. If the electronic payment has not cleared your bank, wait a few days and check again. You may not have allowed enough time for the payment to arrive, post, and clear your bank.

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Online Payment, Electronic Billing & MyAccount

Getting Started

Let's get started with answers to questions you might have about MyAccount.

Q: What is MyAccount?
A: MyAccount is MXenergy's name for our electronic bill presentment and payment service. With MyAccount and online access to your account, you can get and pay your MXenergy bills online, either at the mxenergy.com web site or a consolidator's site, like your bank. If you sign up for online payment, you can also choose electronic billing. You will no longer receive a paper bill, instead we will send you electronic notification that your bill is ready with a link that takes you to MyAccount. You view and then pay your bill online through an electronic transfer of funds from your checking account. If you sign up for electronic billing, you must pay online since you will no longer have a payment stub to send with your check. You can also make some changes to your account information through MyAccount.

Q: What are the advantages of online access?
A: Paying your bill electronically is safe, convenient, and economical. You eliminate the need for checks, stamps, and envelopes. You can view and pay your bill online anywhere, anytime. MXenergy also allows you to access historical information about your account, including the last twelve bills, eliminating the need for you to file and store your past bills. If you need to have paper copies of your statements, you can print them from the web site.

Q: Are there any charges for online access?
A: There are no charges for electronic billing or online payment at mxenergy.com. (Since many financial institutions charge fees for online payment, you may be charged if you do not pay from our web site.)

Q: How secure is online access?
A: While nothing is 100% secure, we have taken a number of steps to make sure your personal information remains private. Some of our actions are obvious, like using SSL (Secured Socket Layer) encryption online. We've taken other steps behind the scenes to make sure what should be private remains private. Naturally, we won't give you any details about them. We also have a strict privacy policy that is rigorously enforced.

Q: Can anyone sign up for online access?
A: Almost any customer of MXenergy's natural gas service in Georgia with an active residential or commercial account is eligible for one log in to MyAccount. Customers receiving summary bills and large commercial/industrial customers are not eligible.

Q: Do I need special hardware or software to use MyAccount?

A: No. All you need is Internet access and your browser. You will need 128-bit encryption to access your bill. Most Internet browsers contain several levels of encryption. (Make sure that your Internet Explorer or Netscape browser has a revision number of 4.1 or greater to confirm that you have 128-bit encryption.)

To determine your encryption level for Microsoft Internet Explorer:

  • Go to Help
  • Click on About Internet Explorer
  • Encryption level should appear next to Cipher Strength.
  • For Netscape Navigator:
  • Go to Security
  • Click on Navigator
  • Make sure "Enable SSL v2" is checked
  • Make sure "Enable SSL v3" is checked
  • If you do not have 128-bit encryption, please upgrade your browser.

Registration

Thanks for your interest in MyAccount. This page should answer the most common questions about online access to your MXenergy natural gas account. Other pages will describe how to register for MyAccount and how to make an online payment.

Q: Can anyone sign up for online access?
A: Almost any customer of MXenergy's natural gas service in Georgia with an active residential or commercial account is eligible for one log in to MyAccount. Customers receiving summary bills and large commercial/industrial customers are not eligible.

Q: Do I need special hardware or software to use MyAccount?
A: No. All you need is Internet access and your browser. You will need 128-bit encryption to access your bill. Most Internet browsers contain several levels of encryption. (Make sure that your Internet Explorer or Netscape browser has a revision number of 4.1 or greater to confirm that you have 128-bit encryption.)

To determine your encryption level for Microsoft Internet Explorer:

  • Go to Help
  • Click on About Internet Explorer
  • Encryption level should appear next to Cipher Strength.
  • For Netscape Navigator:
  • Go to Security
  • Click on Navigator
  • Make sure "Enable SSL v2" is checked
  • Make sure "Enable SSL v3" is checked
  • If you do not have 128-bit encryption, please upgrade your browser.

Q: Can I use AOL to access my account online?
A: Yes, as long as you are not using a very old version of America Online. If the browser in your version of AOL is 6 or better you should have no trouble.

Q: I'm not using Windows on my computer. Can I still use MyAccount?
A: In most cases, the answer is yes. Recent versions of browsers for the Macintosh Operating System will work fine. The web site has also been tested using Linux. You still need 128-bit encryption and a modern browser to ensure compatibility.

Q: Can I sign up for MyAccount using my WebTV?
A: No. WebTV does not support 128-bit encryption at this time.

Q: How do I sign up for MXenergy's MyAccount?
A: It's easy. From any page on the web site, select MyAccount from the very top. On the new page, click on "Set Up Access" to go to the enrollment page. There you will be asked to provide identifying information, including a last name or company name, MXenergy customer number, telephone number, and social security or federal tax ID number. (Please gather this information on hand before you begin.) If the information submitted matches the information we have on file for that account, you can set up a login ID and password to use on the site. (This login and password applies to MyAccount only.) We'll ask you to agree to our user terms of service and then you are done.

Q: How long will it take for my bill to appear online?
A: Most of the time you can see your last bill immediately. Sometimes, depending on where you are in the billing cycle, you will not see a current bill until the next one is issued. Please allow 24 hours or one business day for your online access to be activated. After that you will be able to see the current status of your account, including your current balance. If this is a new account and you have not yet been billed, there will be no current status until your first bill.

Q: How long will it take for me to stop getting paper bills?
A: There is no one answer that applies in all situations. If you sign up for eBill, you should receive an email notification that your bill is ready instead of your next paper statement. However, this will not be true if you are within a few days of the time you normally receive your bill. You would then get one more paper bill. When your eBill is ready, you will receive an email notification.

Q: Why can't I get an electronic bill and a paper bill?
A: If you get two versions of the same bill, you may pay it twice. That can be inconvenient for both of us. You may select to get either an electronic or paper bill if you pay online. If you choose electronic billing, we request that you pay online. Why? Because paying an electronic bill with a check instead can create problems. There is no stub to be included with your payment. Unless you write your customer number on the check, we may not be able to post it to the correct account. (Believe it or not, we may have another customer with the same name.) There is no self-addressed envelope, so you'll have to write the check, address and stamp the envelope, and put it in the mail. That defeats the purpose of online billing and payment -- customer convenience and savings.

Q: Can I enroll more than one MXenergy account under a single user name?
A: Yes. You can enter multiple accounts during your initial enrollment. If you are already enrolled and wish to add another account, simply click on "Add Account" and follow the instructions. You will need to go through the same authentication process as you did for your first account and you will need the same information: a last name or company name, MXenergy customer number, telephone number, and social security or federal tax ID number.

Q: Can I cancel online access to one or more accounts?
A: Yes. Click on "Remove Account" and follow the instructions.

Q: How do I update my email address and other account information?
A: Just click on "Edit Account" and you will be taken to a page where you can update your billing address (not service address) and telephone number. To update your email address, click on "Edit eProfile" and you can change the email address. You can also change your telephone number here and choose another security question. (When you refer to account, we mean your MXenergy natural gas account. To avoid confusion, we call your online access "account" your eProfile.)

Q: Can I store or view paid electronic bills?
A: You will be able to see up to twelve past bills, whether they were delivered by mail or electronically.

Q: Is my billing and payment information protected?
A: While nothing is 100% secure, we take the protection of your personal information seriously. The electronic bill presentment and payment portion of the site connects to a secure server and we use Secure Socket Layer technology and encryption to protect your information. We maintain a record of changes made to your natural gas account through the web site so that errors can be traced and corrected. See Our Privacy Statement for more information.

Q: What are the password requirements?
A: Your MXenergy password must contain six characters and at least one of each of the following character types:

  • Lowercase letters
  • Uppercase letters
  • Numbers
  • Do not use special characters such as < > " ' ; ( ) & + -
  • You are responsible for remembering and keeping your password secure.

Q: Oops, I forgot my password. Can I access MyAccount?
A: If you forget your password, click on "Forgot password." You will be asked for your user ID and your email address. Then you will be asked to verify against that you are the person responsible for this account by providing specific information about the account and yourself. Once you are verified, you will be logged in and we will send your password to your email address on file.

Q: I have changed Internet Service Provider. Do I need to give you a new email address?
A: Yes! Your bill still be posted online each month, but without a valid email address, we cannot deliver a billing notice to you. You are still responsible for paying the bill so it is in your interest to keep the information in your profile current. If you forget your password, we will answer your response for a password reset to the address on file. If you change ISP, you can change the email address in our records by clicking on "Edit eProfile."

Paying Online

Q: When can I start paying my bills online?
A: It usually takes at least one business day to process your bill payment application. You should be able to pay your next bill online. If your current bill is due within seven business days, we recommend that you pay it using your current method.

Q: How far in advance of the due date should I schedule my payments?
A: We suggest that you schedule your payments at least four business days before the actual payment due date. That will allow enough time for the payment to be posted and deposited before the due date.

Q: When is the money for the payment drawn from my bank account?
A: When the payment is sent electronically, the funds for the payment are debited from your account when your bank receives our request for payment. It is your responsibility to ensure that funds are available in your checking account when you make a payment.

Q: How long will it take for my payment to post?
A: An electronic payment is not an instantaneous transfer of funds. It generally takes two to four days for your payment to be posted to our system. We ask that you allow four days just to be sure. When we receive your payment we will process it with all other electronic payments that evening. Your balance will change online the next day.

Q: How can I confirm that an electronic payment has been made?
A: When you are in the Payment Center, you will be able to access a history of your online payments. Each payment will be represented as Scheduled, Paid, or Cancelled. After the payment date, you can check its status online. A "Scheduled" payment will then show as "Paid." Or, you could wait for your bank statement, which will list the transaction date and the payment amount.

Q: Can I make payments from more than one bank account?
A: Yes. Please follow the directions in the Payment Center for paying from more than one source.

Q: Can I change the bank account I use to make payments?
A: Yes. Please follow the directions in the MyAccount section for changing your banking information.

Q: Can I pay my natural gas bill with a credit card?
A: Yes, but only on a recurring basis. You will need to provide us with information for your Visa, MasterCard, or American Express credit card. We will then charge your bill to your account each month. We do not accept credit cards on a one-time only basis.

Q: What if I miss paying a bill?
A: If you don't schedule a bill payment, your bill will not be paid. That will result in a reminder phone call from us and a late payment fee could appear on your next statement.

Q: Can I stop a payment after I have scheduled it?
A: In some cases you can cancel an online payment -- if you do so before it is scheduled for delivery. You will need to attempt that cancellation online in the payment section. If you stop payment through your bank, MXenergy will receive a check refusal from your bank. We will then assess a Non Sufficient Funds fee on your next MXenergy bill.

Q: Will paying online prevent a late fee? Stop a shut off?
A: An electronic payment is not an instantaneous transfer of funds. It generally takes two to four days for your payment to be posted to our system. We ask that you schedule payments at least four days in advance just to be sure. After your bank processes it, the transaction is sent to us. When we receive your payment we will process it with all other electronic payments that evening. You may check on the Payment Activity page of the Payment Center. If a payment is "Processed" it has been sent to us.

Because the payment is not instantaneously credited to your account, an online payment made at the last minute may not prevent a late fee, or a shut off for non-payment. If you have received a shut-off notice, please contact the Collections Department at the number on the notice immediately.

Q: Why doesn't my online balance change after I make a payment?
A: The bill summary presented online does not represent the real-time status of your account. It is, as noted on the page, a summary of the last bill presented by MXenergy. Payments to your account will not be shown on the summary until the next bill is generated. You may track payments made through the Payment Center by checking Payment Activity. There you will see the status of your latest payment.

Q: Who do I call if I have a question about my bill?
A: You will call the same people you would call now with a paper bill. Our customer care center can be reached at 877.677.4355.

Other Questions

Who do I call if I have connection problems?
There are two types of connection problems -- with your Internet Service Provider and with a site you are trying to visit. If your Internet problems are not limited to the MXenergy.com site, please contact your Internet Service Provider. If you can connect to other sites, but not to MXenergy, report the problem by calling 877.677.4355. Our technical service will respond by email as soon as possible.

I am experiencing technical problems using the service. Can you help me?
We will make every effort to assist you. However, we may not be able to resolve your problem immediately. We may also ask you to provide additional information, such as the browser you are using and release, the operating system and its release, and a screen snapshot of any errors received.

Why can't I change the name on this account online?
The natural gas market in Georgia won't work without cooperation between marketers and the distribution utility -- Atlanta Gas Light Company. For this reason we follow the rules AGLC has concerning account name changes. The name on the account can be changed due to death or divorce. But in most other cases, the account in one name would have to be closed and a new account opened in the other person's name.

Can someone else change the information on my account without my knowledge?
If another person gets access to your log in ID and password, they could make changes to your account or even initiate a turn off order. That is why it is important that you protect your account information and your log in and password. That is also why we may on occasion ask you to change your password.

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Problems Paying

Q: You sent me a shut off notice. What do I do?
A: You should do exactly what you are directed to do in the notice: call us. You may call the Collections Department toll-free to get your most up-to-date past due account information at 877.486.5300. If you call us, we will work with you to resolve the problem and protect your natural gas service.

Q: Are there additional charges when I receive a shut off notice?
A: Usually, there are no charges added when a customer is sent a shut off notice. However, a customer who receives six (6) notices in the span of twelve (12) billing cycles will be subject to a $15 collection fee. This fee is to cover the increased costs of collecting this debt.

Q: Do you offer a payment plan for people in danger of shut off?
A: Yes. Qualified customers are entitled to at least one reasonable payment arrangement prior to disconnection. MXenergy reserves the right to deny a payment arrangement request from any customer who has failed to honor a previous payment arrangement with MXenergy. If you wish to request payment plan arrangements, please call our Collections Department toll-free at 877.486.5300.

Q: I have a serious medical condition. Will you shut me off for non-payment?
A: If you have a serious medical condition that would be aggravated by disconnection of service, you need to call us immediately to obtain a temporary delay waiver. We will need a signed letter from your doctor verifying that disconnection of service would be hazardous to your health. This waiver is good for thirty (30) days.

Q: Are there assistance programs to help people with winter gas bills?
A: Yes. If you require financial assistance to pay your natural gas bill, please contact the Georgia Department of Human Resources at 800.869.1150 or your local community action agency for information regarding available assistance programs. They will determine if you qualify.

Q: Can I use the online payment system to avoid a shut off?
A: Yes, but only if you are not within four days of the shut off date. Any payment sent after that cannot be guaranteed to post to your account in time for us to stop a shut off order to Atlanta Gas Light.

Q: Why was I shut off even though I paid the bill on the deadline day?
A: A payment made at the last minute, especially if it is put in the mail, may not appear on the books before the shut off order is sent to AGL. Once your account is sent to the utility for disconnection, a payment initiated at that point may not allow us enough time to stop the process in time to avoid disconnection. If your service is interrupted for non-payment, reactivation of service with MXenergy requires full payment of all past due charges plus a Reconnect Fee charged by Atlanta Gas Light.

If you decide to mail your payment as a response to a notice there are no assurances that it will reach us in time to avoid disconnection unless you send it well in advance of the shut off date.

Q: What is the fastest way to get a payment to you?
A: We encourage you to utilize our telephone Speedpay options (telecheck or credit card) by calling our Collections Department Representatives toll-free at 877.486.5300. There is an additional $4.95 charge from Speedpay for using this service. You may also make your payment at a local payment center. To identify the closest local payment center so your payment can be immediately posted to your account, please contact 800.325.6000 or log on to www.westernunion.com.

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Moving

Q: Do I need to contact MXenergy if I am moving?
A: Yes! If you do not call us to terminate service (or notify us electronically) you will still be liable for the gas used at that address. If the next person to live there does not turn on the gas in his or her name, you get the bill. It happens more often than you'd think. Please call toll-free at 877.677.4355 when you know your moving date -- preferably 5-10 days in advance. After termination, you will receive a bill for consumption up to the termination date and at least one more bill after that.

Q: Can I transfer my account?
A: MXenergy is glad to transfer the remainder of your current agreement to a new address at the current rate if your account is in good standing and you are not at the end of a fixed rate agreement. This transfer will not extend the term of your agreement. You must cancel your current account and open a new account at the new address. We will allow a short overlap period to help you move. Because we must coordinate this transfer with Atlanta Gas Light, it cannot be done online. Please call us toll-free at 877.677.4355.

Q: How do I close my account?
A: There are two answers to this question. If you are switching to another marketer you do nothing. We will be notified by AGL of the switch and your account with us will be closed. If you are moving, however, you must tell us you are terminating service at your current address. If you are moving outside of Georgia, keep in mind that MXenergy serves customers in 39 utility territories throughout the United States and Canada. We may be in your new neighborhood. Call us toll-free at 877.677.4355.

Your turn off will be processed by AGL within five days of our receipt of your request. If you do not terminate service, you will be liable for the gas usage and base charges at that address until a request for cancellation is processed. After termination, you will receive a bill for consumption up to the termination date and at least one more bill after that.

Q: Why am I charged a base charge when I have moved?
A: The base charges on your statement are determined by a message we receive from Atlanta Gas Light. On the twentieth of every month, AGL runs a census of the meters connected to its system. If your meter is assigned to MXenergy at that time, we are assessed base charges for your account. We then put them on your bill. If your account is terminated before the fifteenth day of the month, there will be no AGL charges. If your moving date is on or after the fifteenth, there is a good chance the transfer will not be done before the twentieth and we will assess another month's base charges on your account.

Q: Why do I receive bills for no usage that show a zero balance?
A: The final bill process is meant to capture any additional charges and adjustments to your account from Atlanta Gas Light. It takes more than one billing cycle for these charges, if any, to be assessed and forwarded to us for billing. You will receive bills from MXenergy after you have been switched to a different provider or cancelled service.

Q: Why do customers turn off their gas service during summer months? Are there any advantages or disadvantages?
A: There are customers who feel they save money by turning off their gas service during warmer months and then reconnecting again in the fall. With gas service terminated, the customer will save on the natural gas usage charges and the MXenergy customer charge.

When the customer is ready to resume natural gas service in the fall, there will be a $25 Reconnect Fee and a Seasonal Reconnect Fee. The Seasonal Reconnect Fee is $25 for residential customers and $35 for non-residential customers.

Customers who are thinking about turning off their gas service for the summer should consider whether or not the savings on their natural gas usage makes it sensible to pay the Reconnect Fee.

Q: When I want to switch my natural gas service to a marketer, whom do I call?
A: Contact the marketer of your choice. That marketer will then notify Atlanta Gas Light that you have switched. Georgia PSC rules do not require you to call your old marketer.

Q: Is there a fee if I decide to switch providers?
A: You may switch providers once a year at no cost. However, if you change more often, Atlanta Gas Light will charge $7.50 per switch and that fee will appear on your new bill.