Your Account 
FAQs 

> Frequently Asked Questions

> Service Information
 
What is RG&E's Online Billing service?
Our Online Billing service lets you receive and/or pay your RG&E bill online via RG&E's e-Bill service or through any one of hundreds of online billing service providers.

What are the benefits of paying online?

  • The convenience of not having to write checks or mail your RG&E payment.
  • Online access to all bills you enroll with your online billing service provider.
  • Less paper to deal with since your bill is sent and viewed online. Get a paper bill by printing it when you view your bill. We'll no longer be sending you a paper bill.
  • Peace of mind - all customer data is protected against unauthorized access.
  • It's free when you enroll at rge.com.


How does online billing work? How do I enroll?
To enroll in RG&E's e-Bill service, you'll need to create a secure Login ID and password, then follow the instructions to select the account(s) you wish to view and pay online, enter your banking and payment preferences, and you're set.

For other online billing service providers, know that each one operates differently. However, the process typically includes:

  1. Enrolling with an online billing service provider at their web site.
  2. Activate your RG&E account by adding RG&E to your list of companies for online bill payment.
  3. View new bills by logging onto your online billing service account at your service provider's web site.
  4. Pay your RG&E bill by directing your online billing service provider to transfer money from your bank account to RG&E electronically. You decide how much to pay and when the transaction is to occur.


Is online billing secure?
If you are using RG&E's e-Bill service, all personal data is held in strict confidence behind firewalls. The bills are encrypted as they are displayed across the Internet, assuring confidentiality of information.

If you are using an online billing service provider other than RG&E's e-Bill service, please contact the provider regarding the security of their online billing service.

> Enrollment Information

What does it cost to enroll in the service? Are there any fees?
RG&E does not charge a fee for customers who enroll in our e-Bill service. There are no service provider fees when you pay your RG&E bill. Other online billing service providers may or may not also offer their services at no charge.

If the RG&E account is not in my name, can I still enroll the account in RG&E's e-Bill service or with another online biller??
Yes, but you'll need to create a Login ID and password as an authorized user of the account -- if you are not authorized to access the account information, have the account holder contact us to authorize you. You can contact our Customer Relations Center at 1.800.743.2110, Monday through Friday, 7 a.m. to 7 p.m.

Who is eligible to enroll/participate in RG&E's e-Bill service or other online billing services?
Most RG&E customers can enroll. Some customers currently participating in special programs, such as Collective (Summary) Billing, would need to withdraw from that program to enroll in RG&E's e-Bill service.

Can I also enroll in RG&E's Electronic Funds Transfer (EFT) service and have my bill payments automatically deducted from my checking account if I enroll in RG&E's e-Bill service or another online billing service?
Yes. If you're already paying your bill online through a billing service provider and want to enroll in RG&E's EFT service, just print our EFT enrollment form, complete it and mail it to us.

> Accessing & Viewing bills

Will I see my entire bill online?
Yes.

When can I view my RG&E bill online?

  • The next time your account bills, you will be able to view your bill online.
  • After receiving your first bill online, future bills will be available online approximately 28 days after the date that appears on the left side of your most recent bill.

Can I also enroll in RG&E's Electronic Funds Transfer (EFT) service and have my bill payments automatically deducted from my checking account if I enroll in RG&E's e-Bill service?
Yes. Just print our EFT Enrollment Form, complete it and mail it to us.

> Payment Processing

When will RG&E receive my payment?
We will receive your payment on the date you select. However, you'll want to check with any online billing service provider about the number of days needed to process your payment to ensure that we receive it before the "late charges added after" date.

When is my payment to RG&E deducted from my bank account?
Payments to RG&E are deducted (debited) from your bank account on the date you select.

How much money does the bank take out of my account to pay my RG&E bill? Will the bank automatically deduct the full account balance?
You decide each month how much money you want deducted (debited) from your bank account for payment to your RG&E account.

What happens if RG&E doesn't receive my payment before the "late charges added after" date?
Just as with a payment received by mail, any payment received after the "late charges added after" date will be assessed a late payment charge of 1.5% on the unpaid balance.

Who do I contact with questions about my RG&E bill?
Contact us with questions about your RG&E bill. You can send your questions to us electronically via our Write to RG&E form or you can contact our Customer Service Call Center at 1.800.743.2110, Monday through Friday, 7 a.m. to 7 p.m.

Who is eligible to enroll/participate in RG&E's e-Bill service?
Most RG&E customers can enroll. Some customers currently participating in special programs, such as Collective (Summary) Billing, would need to withdraw from that program to enroll in RG&E's e-Bill service.

Can I also enroll in RG&E's Electronic Funds Transfer (EFT) service and have my bill payments automatically deducted from my checking account if I enroll in RG&E's e-Bill service or another online billing service?
Yes. Just complete our EFT Enrollment Form. RG&E will continue to automatically deduct your payment from your checking account as a RG&E EFT customer.

Can I still take advantage of Budget Billing if I enroll in RG&E's e-Bill service or another online billing service?
Yes. Click here for more information about Budget Billing.

Will I still receive a paper bill if I enroll in RG&E's e-Bill service or another online billing service?
No. Once you enroll in RG&E's e-Bill service or with another online biling provider, we will no longer mail you a bill. Instead, you will receive your RG&E bill online. Get a paper bill by printing it when you view your bill at your online billing service provider's Web site.

What happens if I do not receive my bill online?
You should Write to RG&E or contact your online billing service provider.

> Updating Personal Information

If my name has changed or I need to change my mailing address, who do I contact?
You'll need to Write to RG&E or contact your online billing service provider as well as RG&E. You can contact RG&E by using our secure Write to RG&E form or contact our Customer Relations Center at 1.800.743.2110, Monday through Friday, 7 a.m. to 7 p.m.

I can't remember my Login ID and Password for my online billing service account. Can RG&E provide them to me?
No. If you are enrolled in RG&E's e-Bill service, and have forgotten your Login ID or password, RG&E has helpful hints that may help you remember. Otherwise you'll need to obtain your Login ID and Password for your online billing service account by contacting your online billing service provider.

If my banking account information changes, who do I contact?
You need to notify both RG&E and your online billing service provider (if you haven't enrolled in RG&E's e-Bill service) to update this information. You can contact RG&E by using our secure Write to RG&E form or contact our Customer Relations Center at 1.800.743.2110, Monday through Friday, 7 a.m. to 7 p.m.

> Ending Online Billing

If I want to stop getting my RG&E bills online, who do I contact?
You can cancel RG&E's e-Bill service by clicking on "Your e-Bill Profile" and deleting the accounts you have enrolled in this service. If you have enrolled with another online provider, please contact them to cancel enrollment. You can contact RG&E by using our secure Write to RG&E form or contact our Customer Relations Center at 1.800.743.2110, Monday through Friday, 7 a.m. to 7 p.m.

What if I move to another location within RG&E's service area and want to continue receiving my RG&E bill online?
When you close your RG&E account, your online billing for that account will also be closed. You will need to activate your new RG&E account at rge.com. or with your online billing service provider.