Billing System FAQ - NEC Coop
Nov 10, 2017
During the month of July 2017, NEC Co-op Energy began the transition to a new and improved billing system. This change affects many areas of our business, including our account management system, billing, and new member enrollments. Please note: There are a few bugs for us to work out with our new system. We are aware of them and are working hard to get this functioning at 100% as soon as possible. Below are some frequently asked questions that can help members adjust to some of these changes to our system!
Are your phones working?
Yes, our phones are working. However, we are experiencing a very high call volume due to questions about this billing transition and our phone system has been having trouble handling all of them. We have now made upgrades to our phone system including implementing more phone lines and bringing in additional member care representatives.
Bill Format Changes
The overall appearance of your bill has changed but your rates or overall cost have not changed. In an effort to be more transparent, we are now showing costs that were previously lumped into one.
Our bills now display:
- NEC Co-op Energy’s monthly customer charge
- NEC Co-op Energy’s cost of electricity
- TDU (your power line company’s charges to bring the electricity to you)
What are the TDU charges on my bill, I have not seen them before?
Transmission and Distribution Utility (TDU) Delivery Charges are from your local delivery company (i.e. the company you call when the power goes out). These charges cover the cost of maintaining electricity poles and wires, meters, storm restoration, etc. These charges are approved by the Public Utility Commission of Texas and are passed through to you without any markup – so you’re not paying more than you should for electricity. In our new bill format, your TDU Delivery Charges are displayed under a separate section on the monthly bill under the description “TDU Pass-Through Charges,” so it’s easier to distinguish the NEC Co-op Energy charges from your local utility company charges. These charges apply to all residential customers, serviced by the TDU, regardless of who their electricity provider is.
This is not a new charge. Your overall charges, rate plan, and service from us has not changed. In the past, NEC Co-op Energy has included them in the overall cost of providing electricity to you and presented one lump rate. In an effort to make our way of business even more Plain & Simple, we are now showing them in detail so that members can have a better understanding of what they pay for their electric service.
How will this change how I log into the online portal to pay my bill?
The link to the portal can be found on the Pay Your Bill page on our website. If you have bookmarked the bill pay page, please update your link to: https://neccoopenergy.myaccount.energy/sigma/myeaccount/?connectName=SigmaNec
Our new online billing portal include updates that will better serve our members. Upon logging in for the first time, you will be prompted to update your current online password. Please For assistance with grouping multiple bills together on our online system, please email email@example.com
I have multiple NEC Co-op Energy accounts and my bill normally includes all of them on one bill. Will that still be the case under the new system?
Our goal is to keep the same process for multiple account billings the same. However, for the first few billing cycles, members with multiple electric accounts will be individually billed for each separate account. These bills may be paid individually or together. You can choose to mail one check for all of the bills, but you must include each individual pay stub from each of the bills with your payment. Payments are also accepted by phone, in person or at participating Fidelity Pay Stations.
Currently, paying multiple electric bills with one payment via our new online billing system is somewhat difficult. We are working to improve this and provide instructions on how to make that multiple account payment online. We are sorry for any inconvenience this may cause.
Will my bill reflect the current charges that I owe?
Yes. NEC Co-op Energy’s billing system change is going to impact the delayed bills for those members with multiple security lights in a positive way! Regardless of the number of security lights on a bill, each bill will reflect only one $2.50 customer charge, instead of multiple charges for each security light. NEC Co-op Energy will be waiving any customer charges that are not listed on the bill for this month only, as we work to fix this pesky bug in our new system. Enjoy this little “gift” with our deepest appreciation for your patience during this transition process.
PowerPerks Adjustment & Capital Credits
It is a fund in which we set aside dollars (generated by margins between January 1 and October 31) to help if there is a power supply price spike. The fund is intended to offset the cost of a price spike so that our members can expect a more consistent rate. If there are no price spikes or other cost increases during that year, we distribute these monies back to the membership at the end of the year as a bill credit. You must have signed up for service by October 31st to qualify for credit in that year.
I had another account open between January 1 and October 31 and then closed it. Will I still receive a PowerPerks Adjustment bill credit?
Yes. As long as you have at least one active account with us at the time of the funds being returned.
They are the profits that NEC Co-op Energy earns that are redistributed to our member owners who buy electricity from us. You will only see Capital Credits on your bill if you were a member and received a bill from us during 2016 or prior years. Capital Credits are generated on a calendar year and are allocated, and usually partially refunded, the following year.
Why is the amount on my most recent bill higher than what your website shows?
We have credited your account for Power Perks Adjustment and Capital Credits. This credit is pending for your next bill calculation.
What amount should I pay?
We recommend you pay the amount on your most recent bill and not the lower amount shown on the website.
What if I pay the lower amount listed on the website instead of my higher bill amount?
You are free to pay the lower amount. However, the next bill will have a BALANCE FORWARD AMOUNT carried over on it. This will be part of the calculations and will be offset by the credits that are being applied this future bill.
I do not see a credit for my account on the website.
- You likely have service with Nueces Electric Cooperative. If you are using NEC Co-op Energy as your retail electric provider, you will see the credit on your next bill.
- If you joined in October or November of 2017, you will not see a Power Perks Adjustment credit. – If you joined us after January 1, 2017, you will not see Capital Credits. Next year (depending on the financial strength of NEC Co-op Energy and the Board of Directors’ discretion of what is best for the members and the cooperative) you may see a Capital Credit.
Our phone lines have been extremely busy, so if you can’t reach us by phone, you may also email us at firstname.lastname@example.org and we will reply to your concerns as soon as possible.