Billing Frequently Asked Questions
Having trouble understanding your bill?
- Click here for a step by step guide for residential members.
- Click here to visit our solar frequently asked questions page, and for an example of a bill with details explaining the net metering rate structure for solar.
- Click here for an irrigation coincident peak bill example.
- Click here for a breakdown on demand.
How can I view my bill online?
Click here to log in to SmartHub.
How much energy will my new appliance use?
Click here to calculate your usage.
Is there a grace period for my bill due date?
There is no grace period. Bills are mailed out approximately 20 days prior to the due date. If the bill remains unpaid, a 1% late fee will be added the next business day after your due date.
Can I make an arrangement on my past due balance?
ACEC will make arrangements on past due balances if the account is eligible. However, if an arrangement is broken, no further arrangements are eligible for 12 months. Call (800) 831-8629 between 7:30 a.m. – 4:00 p.m. Monday – Friday to speak with a customer service representative for details. Friendship lobby hours are 8:00 a.m. – 3:30 p.m.
Is there a fee if service is disconnected for non-payment?
Accounts disconnected for non-payment will have a $100 fee applied at the time of disconnection. This fee covers costs like office time, notices, etc., that have already been incurred.
Is there a fee to reconnect service?
The facility retention fee is calculated by taking the daily or monthly facility charge (depending on which rate members are on) multiplied by the number of days the service has been disconnected. Service will be restored during regular business hours of 7:30 a.m. to 4:00 p.m., Monday through Friday.
How are deposits calculated?
A deposit is based on your credit history with ACEC. If you do not have a credit history, a soft credit check is run and based on the risk score, a deposit may be required. Residential deposits are calculated by taking the highest bill at the property within the last 12 months and multiplying by 2.
When are deposits refunded and how?
Residential deposits are held on an account until there are 12 consecutive on-time payments. Once met, the deposit is refunded to the account as a credit.
What if my account is disconnected for non-pay?
If an account is disconnected for non-pay, the full electric balance, disconnect fee, deposit, and facility retention fee are required prior to reconnection. Service will be restored during regular business hours of 7:30 a.m. to 4:00 p.m., Monday through Friday.
What is the facility charge?
The facility charge covers expenses the cooperative incurs, regardless of how much electricity is sold. It covers such things as:
- Trucks, wire, transformers, and power poles needed to build and maintain the electric distribution system
- Labor to build and maintain the lines
- Cost of insurance, interest, and taxes
Whether you use a lot of electricity or a little, the cost of getting electric power to your home remains the same. That’s why your electric bill has two separate charges; the facility charge that all members pay to cover basic costs and the kilowatt-hour charge for the actual amount of electricity consumed.
How can I sign up for auto pay?
Sign up for auto pay through SmartHub. There are no additional fees for auto pay.
How can I pay my bill?
- SmartHub – Make a payment, enroll in auto pay, or pay by cash at local participating retailers.
- Pay Now – Know your account number and last or business name on the billing.
- By phone 24/7 at (855) 957-3881. Set up a pin number and know your account number.
- Mail to P.O. Box 70, Friendship, WI 53934.
- In person at our Friendship office, located at 401 E. Lake Street in Friendship. Our lobby is open Monday through Friday, 8:00 a.m. – 3:30 p.m.
- Dropbox at any of our offices
- 401 East Lake Street, Friendship
- W6290 State Road 33, Pardeeville
- N1519 State Road 22, Wautoma
We accept VISA, Mastercard, Discover, and American Express. There are no additional fees for credit cards.