Payment and Billing FAQs
Frequently Asked Questions about Payment and Billing
Boone REMC wants members to feel comfortable with their billing statements. In fact, every statement we send includes a list of terms and definitions, along with answers to frequently asked billing questions, on the back of the bill.
We’ve also included a number of them on this page. We invite you to read through these questions and answers below. And if you can’t find what you’re looking for here, please contact us today.
What is budget billing and how to do I sign up?
The budget billing program allows members to more easily plan their monthly energy payments. We offer a budget billing option to members who have a zero balance at the time of application, and who have at least twelve months of consumption history. You can sign up online or in our office, or learn more about the program here.
Why does my bill go to Martinsville?
With 13,000 members and only 40 employees, Boone REMC needs a few extra hands to make sure payments are processed efficiently. To ensure that happens, we’ve contracted with another electric co-op to process daily payments, which are then sent to our office. Your information—and your payments—remain secure throughout this process.
What are the deposit requirements?
Depending on the recommendation of a third-party vendor- Online Utility Exchange or your payment history with Boone REMC, your membership may require you to pay a deposit.
When a third-party vendor is consulted, the vendor will make a decision based on a credit score. Scores are calculated using many different pieces of credit data in your credit report. This data is grouped into five categories: payment history, amounts owed, length of credit history, new credit and credit mix. Scoring models may be based on more than the information in just your credit report. For example, weighted consideration may be given to those with outstanding amounts owed to utilities.
In addition to the recommendation of the third-party vendor, a current or past member may be required to make a deposit if any of the following conditions are met:
- The member has been mailed disconnect notices for two consecutive months;
- The member has been mailed disconnect notices for any three months within the preceding twelve-month period; or
- The service has been disconnected for non-payment within the past four years.
The deposit will be determined to be a two-month total based on an average bill for that location.
When is my deposit refunded?
Deposits are refunded after 12 consecutive months of on-time payments have been received with no late penalties incurred by the member. Deposits may also be refunded when a member leaves our electric lines. When refunds are issued, the funds go toward the account. Any credit balances remaining are sent to the member via check, to the address we have on file. If you’re moving, be sure to send us your forwarding address.
Why does my billing date and/or due date fluctuate?
Billing cycles are driven by the way our service territory has been divided, with each cycle representing a certain area within our territory. More important, some months have four weeks and others have five, which can affect when billing and due dates fall on the calendar. Holidays can also cause some fluctuation. Please be sure to pay attention to your due dates, since we are not able to change them.
Why is my bill based on past activity?
We bill 30 days behind current consumption. Past due billed amounts are added to your current billing totals for your total amount due.
How do I add someone to my account?
If you need to add someone to your current account, you (as the account holder of record) will need to notify our office. We’ll then note the account, with the person’s name you’d like to add. They will need to contact us to confirm that they want to be added. We’ll also need to collect information from the new account applicant so that we can run an ID check and a credit check on them. Depending on the result of the credit check, a deposit may also be required.
How do I take over a deceased relative’s account?
In the event of a death, the estate’s executor must contact our office. They will need to provide a death certificate, along with a copy of the executor assignment. Once we’ve received this information, the executor will be able to manage the account. In the case of a Power of Attorney, we’ll need a copy of the POA documentation. Please be aware that POA assignments stop at death.
How is my rate calculated?
Your rate is based on the type of service you receive. Review our rates:
Can a member service rep change my email address or password for me?
No. For security purposes, our MSRs can’t update or change your account’s email address or password.