Choose your state:

Frequently Asked Questions Regarding Your New Billing Statement

We have listed a few questions and answers below that may help you.

Question: My bill looks different than it use to look. How I can get an explanation of the changes?

Answer:  If you have questions on your bill format we encourage you to review the "How To Read Your Bill" guides, listed in the links to the left by state. The guide should answer many of your questions. If not, please call us at 1.800.563.0012 and we'll be happy to help you.

Question: I’m a Balanced Bill customer and my amount due doesn’t seem correct?

Answer: The Balanced Billing Plan will calculate your monthly bill based on a 360 day “rolling average” of current and historical costs plus an adjustment factor designed to eliminate the true-up. This monthly rolling adjustment will help protect against larger fluctuations you may have experienced in the past. Your “New Balance Due” will adjust from month to month as a result of the calculation process. Click here for more information!

Question: Why am I being charged a Late Payment Charge when I just received my bill?

Answer: The Late Payment Charge indicated on your bill is not yet applied. The Late Payment Charge is shown so that you are aware of what the charge will be if applicable. This charge will only apply if your payment is not received by the date shown on your bill.

Question: How do I register for online Account Access?

Answer: To register for online Account Access, click on the “Account Login” link in the upper left corner of the screen. From there, click on the “register now” link under the Log On button. Follow the instructions provided on the website once you’ve clicked the register now link.  After completing your registration, your temporary password will be emailed to you at the email address you provide during the registration process.

If you have any additional questions about your bill, please contact us at
8:00 am - 7:30 pm Central / 7:00 am - 6:30 pm Mountain time