What to Do When you Have Problems Paying
You sent me a shut off notice. What do I do?
Are there additional charges when I receive a shut 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 was shut off even though I paid the bill on the deadline day?
What is the fastest way to get a payment to you?
Q: You sent me a shut off notice. What do I do?
A:
You should 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 1-800-869-1150 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 was 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 1-800-325-6000 or log on to www.westernunion.com. |
Call Toll Free 800.785.4373