Understanding
Your Bill
I Did Not Get A Bill
Budget
Billing
AGL Charges Understanding
Your Bill Can you explain how to read my 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
that show a zero balance?
Can I change the name
on my account?
Can I select my bill's payment due
date? 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 (eBill)
By Mail 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 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
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. 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. 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. Who is eligible for budget billing?
How is my budget bill amount calculated?
How
is my budget bill account reconciled (true-up)?
What
happens if I don't make my budget bill payments?
What
happens if I move or want to discontinue my participation in the budget bill program?
What happens if I overpay my budget bill?
Are
there are special situations that I should know about?
Can
I apply for budget billing online? 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. 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. What
are the Atlanta Gas Light charges on my bill?
Why do
my AGL charges vary on every bill?
Why have the AGL charges
on my bill increased compared to last year? 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% | January | 18% | February | 19% |
March | 15% | April | 8% |
May | 4% | June | 3% |
July | 3% | August | 3% |
September | 3% | October | 3% |
November | 7% | December | 14% | 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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Call Toll Free
800.785.4373