Disconnect/Reconnect Information

Disconnect & Reconnect Information

November 1 – April 1

If you are having trouble paying your electric bill, please contact Consumers Energy before your scheduled disconnection date. We want to work with you to help you avoid additional fees and disconnection of your electric service.

Call 800-696-6552 to discuss payment options and available resources.

1. Watch for Past-Due Notices

Consumers Energy provides several notices and reminders before electric service is disconnected for nonpayment.

Friendly Reminder
The first written notice is mailed the day after bills are due. It includes the scheduled disconnection date.

Monthly Bill
Your next monthly bill will also show the past-due amount, total amount due, and scheduled disconnection date.

Reminder Call
Consumers Energy typically makes a reminder call approximately 10–12 days after the bill due date.

Bills are due on the 3rd of each month.

Notice Posted at Your Location
From November 1 through April 1, an additional written notice is posted at the member’s location before disconnection. This notice is typically posted approximately five days before the scheduled disconnection, but may be posted as little as 24 hours before disconnection.

The notice includes the scheduled disconnection date.

A trip charge may be assessed when a cooperative employee must travel to your location to post this notice.

2. Contact Us Before the Disconnect Date

Do not wait until the day of disconnection to contact us.

If you cannot pay the full amount due, call Consumers Energy at 800-696-6552 before your scheduled disconnection date to discuss your options.

Failure to make payment or contact the cooperative may result in disconnection of electric service.

For information about payment arrangements and other assistance resources:

• Call 800-696-6552
• Email info@consumersenergy.coop

• Visit our Energy Assistance/LIHEAP page for community action agencies serving our area

   

3. Make Your Payment

If a cooperative employee arrives at your location to post a notice or disconnect service, payment of the delinquent amount may be made by cash or check to avoid disconnection.

Some members may be required to pay by cash or money order if they have previously made payments to the cooperative by check/e-check that were returned for insufficient funds.

Payment options include:

In Person

Payments are accepted at the Consumers Energy office, 2074 242nd Street, Marshalltown, Monday-Friday, 7:30 a.m. – 4:00 p.m. (excluding holidays).

SmartHub
Pay online through your SmartHub account.

Secure Payments Line
Call 855-939-3832.

If you use SmartHub or the Secure Payments line when your service is scheduled for disconnection, contact Consumers Energy at 800-696-6552 to let us know your payment has been made.

If Your Service Is Disconnected

To have electric service reconnected:

• All past-due amounts and applicable fees must be paid before reconnection.
• An additional deposit may be required.
• If an employee must be present at the location, reconnection can only take place during regular business hours: Monday–Friday, 7:30 a.m.–4:00 p.m.

• A trip charge may be assessed when a cooperative employee must travel to a member’s location to post a notice, disconnect service, or reconnect service.

   

Other Reasons Service May Be Disconnected

Electric service may be disconnected without notice in certain situations, including but not limited to:

• Tampering with cooperative equipment
• Theft of electricity
• Unauthorized use of equipment
• Failure to provide required new-member information
• Failure to pay a required deposit
• Equipment damage

• Hazardous conditions

   

Mailed a Payment?

Please remember that mailed payments may arrive after the due date.

If you receive a Friendly Reminder but have already mailed or made your payment, call 800-696-6552 or email info@consumersenergy.coop to make sure your payment has been received and processed.

Our Member Services Department will be happy to assist you with your account.