Terms of service



Payment policies

Payment obligations

Customers are obligated to make on-time payments and keep payment information up to date. We are not responsible for late or missed payments due to inaccurate information on an account. To avoid a late payment charge, customers should mail payment at least 7 days before the due date shown on the bill. Customers paying in person should pay at least 2 days before the due date. Payments made in My Account post to the We Energies account by 2 p.m. the next business day (excludes weekends and holidays).

To ensure timely payments, customers should allow enough time for payment to post by the due date. If payment is not posted by the due date, or if for any reason an account is not in good standing, customers are fully responsible for all late fees and face possible service disconnection. If we are unable to complete a payment because of nonsufficient funds in an account, or if a payment was submitted with inadequate time to post to an account, late fees and service disconnection may result. We are under no obligation to inform customers if a payment is not completed because of nonsufficient funds or credit in an account to process a transaction. In this case, customers are responsible for making alternate payment arrangements to bring an account up to date. Customers with one or more late payments may be subject to the following action:

  • A late payment charge every month until the balance is paid in full.
  • Up to a $24 nonsufficient funds fee.
  • Inability to pay by personal check for a rolling 15-month period.
  • Requirement to pay with cash, money order, credit card, debit card, traveler’s check, or cashier’s check from a bank or other financial institution.
  • Inability to make a payment in My Account with checking or savings account for 15 months.

Late payment charges

Payment applies toward the oldest charge on an account first. Late payment charges are applied automatically to a remaining balance. If an energy bill is not paid before the next bill calculates, late payment charges are applied to the unpaid amount, 1 cent or greater.

  • Wisconsin customers receive a 1 percent late payment charge per month until the balance is paid in full.
  • Michigan customers receive a 1.5 percent late payment charge per month until the balance is paid in full.

NSF checks

We do not accept checks from customers who have had two or more nonsufficient funds (NSF) checks submitted within the most recent 15-month period. If a customer has had two NSF checks within a 15-month period, all accounts belonging to that customer will be ineligible to pay by check. Customers will be eligible to pay by check again after the first bill prints after 15 months have passed. The following restrictions exist for customers who have two or more NSF checks in a 15-month period:

  • Customers must pay with cash, money order, credit card, debit card, traveler's cheque, or cashier's check from a bank or other financial institution.
  • Customers can enroll in My Account, but cannot make a payment with their checking or savings account.
  • Payment centers will not accept checks from customers.
  • Customers cannot make electronic check payments through the one-time payment vendor or My Account.
  • Payments mailed to us will be rejected and returned to the customer.
  • No type of personal check on the account, whether written by the customer of record or anyone else paying for the customer of record will be accepted.

Other billing information

  • Energy use. We will provide information about available resources to help evaluate energy use and conservation efforts.
  • Rates. Retail rates for energy services are authorized and regulated by the Public Service Commission of Wisconsin or the Michigan Public Service Commission. Rates vary by customer classification and service choices. A current bill is based on the classification and service choices listed under Current Electricity Charges and/or Current Gas Charges. To learn more about all available rates, and ways to conserve energy and save money, call us at 800-242-9137.

Credit bureau reporting

  • The Credit Bureau is notified each month of all residential and farm accounts. We report customers both positively and negatively to the credit bureau.
  • Customers who make payment arrangements can avoid credit bureau reporting.
  • The Credit Bureau is notified again when a payment history has been established or account balances are brought up to date..

Deposits

Deposits may be required in some situations:

  • New customers who have previously been in collection action with another utility.
  • False credit information was given on service application.
  • Customers who have a nonpayment history and/or have been shut off for nonpayment.

Deposits are waived for new customers whose income levels fall to a certain point below the federal income level. Deposits earn interest and are refunded after 12 months of prompt payments.

Disconnection policies

  • Disconnection of utility services is a last resort.
  • Customers who fail to pay their energy bills or make payment arrangements are subject to disconnection.
  • Customers in collection action will receive a Disconnection Notice with their monthly statement advising them that the account is past-due and urging payment or payment arrangements.
  • Service reconnections are scheduled for the next business day after payment is received. Reconnection fees apply.
  • Rules for disconnection of utility services are modified during the winter months to protect the health and life of residential customers. Customers who have the ability to pay for service, but do not pay during the heating season, are not necessarily protected by winter disconnection rules.
  • Service reconnections can be scheduled for the next business day after payment is received. Reconnection fees apply. Customers should call our Telecollections Office, 800-842-4565, to schedule reconnection.

Renter policies

  • Property owner or manager is billed when a single meter serves more than one unit.
  • Renter is normally billed directly if the rental unit has a dedicated meter.
  • When a renter vacates a unit, any unpaid balance is transferred to the renter's new account with us or the renter will be issued a final bill if the customer will no longer have an energy account.
  • Owners and managers should notify us of tenant changes to avoid being responsible for energy charges. Service also can be shut off in vacant units when human health or property is not threatened.

Resolving disputes

  • Customers have the right to dispute energy charges on their account.
  • Customers who fail to pay their energy bills or make payment arrangements are subject to disconnection.
  • Customers should call 800-242-9137 first to discuss any questionable charges. We respond promptly and fairly to concerns or questions.
  • Billing disputes that remain unresolved can be brought to the attention of the public service commission in Wisconsin or Michigan for formal review. Customers are not required to pay disputed portions of their bills until the review is completed; however, undisputed charges should be paid when due.

Medical or protective services emergency

Customers who have a medical emergency or protective services emergency may postpone service disconnection up to 21 days. Proof that a household situation is considered a medical emergency or protective services emergency is required. This proof can be a statement from a licensed physician, or a notice from a public health, social services or law enforcement official, which identifies the emergency condition or situation that exists in the home and specifies the period of time during which disconnection will aggravate the circumstances.

Cold weather disconnection rules

We have rules for winter service disconnections that are set by the public service commissions of Wisconsin and Michigan. These rules are designated to protect the health and life of residential customers who are having trouble paying their bills.

Servicemembers Civil Relief Act

We support the Servicemembers Civil Relief Act (SCRA), which was established to provide relief for families of persons called to active duty from hardship of utility service interruptions and adverse credit reporting which oftentimes result from call to active duty. When reservist personnel are called to active duty, they are given orientation on how to prepare for their departure and instructed to contact creditors for any relief or consideration they may provide until their active duty status is modified by providing copies of:

  • SCRA cover letter.
  • Military orders.
  • Name of person stateside who can confirm their active duty status.

Upon receipt of these documents, we:

  • Establish special payment plans as required.
  • Postpone disconnection of service.
  • Reconnect services already disconnected if proper military paperwork is provided.