Billing - Frequently Asked Questions
What is my account balance?
You can find your account balance on your statement in two fields located under "Billing Summary" and "Amount Due by Due Date." You can also call our Customer Service department and use our automated telephone system 24 hours a day. Enter your account number to quickly and easily obtain this information.
How do I know if my meter reading is an actual or estimated reading?
You can find this information under Electric/Gas Charges on your bill. The reading will be listed as an actual or estimated meter reading.
What is the Basic Service Charge?
The Basic Service Charge is a fixed minimum charge included in the bill for us to serve our customers. It is designed to help defray some of the monthly administrative and fixed system costs involved in providing service to each customer regardless of how much or how little energy they use. These costs include, but are not limited to, maintaining the meter (meter rental, meter reading and processing), billing, and payment processing.
The Basic Service Charge is a fixed amount per meter per month, which goes into effect when each meter is activated. The Electric Basic Service Charge is $10.75 per month per meter; the Natural Gas Basic Service Charge is $13.50 per month per meter.
How do I know you received my last payment?
You can find your last payment amount on your statement as a credit in the Billing Summary area or you can contact our Customer Service department. Enter your account number to quickly and easily obtain this information.
What does accumulated balance mean?
If you are a Budget Payment Plan customer, the difference between the amount of your monthly payment and the actual amount of energy you use each month is placed into an accumulated balance. The accumulated balance appears on your monthly statement. The accumulated balance may be either a credit (over payment) or a debit (under payment) amount. Periodically, we review your actual usage, budget payment amount and projected costs and make adjustments to your monthly payment to ensure your payment amount accurately reflects your actual usage.
Can I make a payment toward my accumulated balance?
We advise against making payments toward your accumulated balance because necessary adjustments are made upon periodic review of your actual usage, your budget payment amount and projected costs. If you choose to make a payment toward your accumulator balance, however, we do ask that you contact our office to make us aware so we can be certain your additional payment is applied directly to the accumulated balance.
What if my payment isn't made until the day before my service is scheduled to be disconnected?
There are many ways for you to make a payment any time. You may choose to do so by telephone or over the Internet (24 hours a day) or by visiting one of our authorized payment agents or our walk-in office during their normal business hours. If your service is scheduled for disconnection and you are concerned about the timeliness of your payment, we do ask that you contact us to report the receipt number of your payment. You can do this by calling Customer Service and using our automated system or speaking with one of our representatives.
What payment options do you offer customers?
Customers can choose to sign up for our free Auto Pay program, where their monthly utility payments can be deducted directly from their checking account ON the payment due date. We offer online and telephone bill payment options, and we include a convenient return envelope with each month's billing statement if you choose to mail your payment. We accept ATM and debit card payments, PayPal payments, credit card payments and electronic check payments, by telephone and online. Customers who choose to make their payment in person can visit one of our conveniently located authorized pay agents, who all offer flexible hours, or drop by our walk-in customer service center at 8th and Broadway Monday through Friday from 8 a.m. until 5 p.m. (Eastern Standard Time) to make their payment.
What if I know I am going to have trouble paying my bill this month?
If you receive a bill that is more than you expected and you know you will have trouble paying the bill by the payment due date, we encourage you to contact us right away. Our representatives will be happy to work with you to establish satisfactory payment arrangements. We want to help you find a way to keep your service on so you don't have the added burden of a disconnect fee and, if necessary, a deposit on your account.
What type of payments does LG&E accept?
We accept cash, check, certified check and money orders; however, we encourage customers not to send cash if they are mailing their payment to us or if they are dropping their payment in our payment drop box. We also accept debit and ATM cards, PayPal as well as Mastercard, Visa and Discover credit cards and electronic checks, from customers who make their payment online or over the telephone.
What types of energy efficiency programs does LG&E offer?
We are committed to helping customers find ways to be more energy efficient. Our programs are designed to educate customers about conservation measures and encourage them to conserve energy. Some of our existing programs include residential and business energy analysis, Demand Conservation and WeCare.
I am curious about the line items on my bill. What do they mean?
Basic Service Charge: The base fee that covers charges, such as meter rental, meter reading and processing.
Energy Charge: The billed amount (rate) multiplied by the customer's electric (kilowatt hours - kWh) and natural gas (cubic feet - Ccf) usage.
Electric/Gas Residential DSM Amount: Charges added to the customer's bill to cover various costs, such as energy conservation programs, energy analysis, weatherization efforts and low-income heating assistance.
Electric Fuel Adjustment: A charge added to the bill or a credit applied to reduce it based on rising or falling fuel costs. The rate can change monthly based on fuel costs, and it is calculated as a cost (or credit) per kilowatt hour (kWh) used.
Environmental Surcharge: A charge passed along to consumers to pay for government-mandated pollution controls; for example, the cost of smoke stack scrubbers. The rate can change monthly and is charged as a percentage of electric usage.
Gas Line Tracker: A charge, which went into effect on Jan. 1, 2013, that covers costs associated with LG&E installing, maintaining, repairing and replacing natural gas service lines. In addition to assuming responsibility for the natural gas service lines, LG&E will implement a five-year program to proactively inspect natural gas service risers and upgrade or repair the service to address any deficiencies that are identified during the inspections.
If you are an LG&E natural gas customer:
Weather Normalization Adjustment: The Weather Normalization Adjustment is a method of adjusting customers' bills to reflect normal, rather than actual, weather conditions. The WNA has a leveling effect on customers' gas bills by reducing bills in months when colder-than-normal temperatures cause increased usage and allowing LG&E to recover more of its fixed costs in the warmer-than-normal months when customers' gas usage tends to be lower. As a result, customers are less impacted by large monthly swings in their gas bills which can occur during the heating season as a result of increased usage during colder weather.
Gas Supply Cost Component: This line item represents a direct pass-through of actual costs of the natural gas LG&E purchases for its customers. We file quarterly with the Kentucky Public Service Commission for any adjustments (increases or decreases) and communicate that information through our newsletter to our customers once they are approved.