Frequently Asked Questions

Here are answers to some questions our customers often ask. If your question isn't answered here, or if you'd like more information, contact us.

• General Questions
• Quick Payment
• Budget Billing
• Automatic Payment
• Gas Affordability Program Charges

What is the Customer Charge on my bill?

The Customer Charge covers part of the fixed costs of delivering your energy, and is not related to the amount of natural gas you use.
 
Many costs of providing service are fixed. That is, they exist regardless of how much gas a customer uses. These costs include things such as:
 

• The gas piping that's required to deliver gas.
• Labor and supplies needed to maintain the gas main.
• Labor and supplies needed to read meters.
• Qualified people to respond to emergencies and inquiries.

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Why is my bill so high?

There are many reasons why a bill may appear high, including changes in the amount of natural gas you use, the effects of weather and changes in energy prices. When trying to determine why your bill is high, first compare your gas use this year with last year's use. For example, in winter, consider whether temperatures are colder than last year; if so, you can expect your heating bill to be correspondingly higher.
 
Also, remember that natural gas prices fluctuate quite a bit, especially during the winter. Minnesota Energy Resources doesn't own natural gas fields, so we must buy natural gas from suppliers. Because prices on the market are generally lower in summer, that's when we purchase much of the gas we expect customers to use during the winter. We store the gas in a storage facility and then draw from it during the winter. However, we must also purchase gas on the market to supplement our stored supply. If market prices are high, customers' bills could be correspondingly higher.
 
If you are unsure of what may be causing your higher bill, please contact us.

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I have problems paying my bill. What should I do?

From time to time, many customers experience financial problems that make paying their bill on time difficult. We care about our customers and we'd like to work with you.
 
If you have a past-due balance, you can use our online payment arrangements option to schedule payments and bring your account up to date.
 
If you prefer, you can contact us and speak to a customer service representative. The more quickly you contact us, the more likely we'll be able to make arrangements that work for you and for the company. If your problem is temporary, we're confident we can reach a suitable agreement. If your problem is likely to last for some time, one of our experienced professionals can work with you to explore payment assistance options, as well as to work with you to improve your current financial and personal situation.

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Why do I have to pay a convenience fee when paying online?

Credit card payments to Minnesota Energy Resources are processed by Online Resources, a company that specializes in payment services. Online Resources charges the convenience fee to cover processing fees and transaction costs associated with handling credit card and electronic payments. Minnesota Energy Resources does not receive any portion of this fee.
 
If Minnesota Energy Resources were to cover the cost of the convenience fee, that cost would eventually affect all customers through our rates. Because not every customer will use this service, we do not feel it would be fair to spread the cost across all customers.
 
Automatic Payment is a free option that has your payment automatically withdrawn from your bank account on the date you specify each month.

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What's a therm?

Natural gas is billed using an energy unit called a therm. A therm is equal to 100,000 British Thermal Units (BTUs), or approximately 100 cubic feet (1 CCF) of gas. Your meter measures the volume of gas you use in hundreds of cubic feet. Each month, that volume is converted into therms by a BTU Factor that accounts for the actual energy produced by each CCF.

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Who do I send my payment to?

Send check or money order, along with your bill payment stub, to:
 
Minnesota Energy Resources
P.O. Box 659795
San Antonio, TX 78265-9795

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What is Quick Payment?

Quick Payment allows you to pay your Minnesota Energy Resources bill with your credit card, debit card or checking account today.

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Why do I have to pay a convenience fee when paying online?

Credit card payments to Minnesota Energy Resources are processed by Online Resources, a company that specializes in payment services. Online Resources charges the convenience fee to cover processing fees and transaction costs associated with handling credit card and electronic payments. Minnesota Energy Resources does not receive any portion of this fee.
 
If Minnesota Energy Resources were to cover the cost of the convenience fee, that cost would eventually affect all customers through our rates. Because not every customer will use this service, we do not feel it would be fair to spread the cost across all customers.
 
Automatic Payment is a free option that has your payment automatically withdrawn from your bank account on the date you specify each month.

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What is the fee for paying by online using Quick Payment?

When you pay with Quick Payment, you will be charged a $3.95 convenience fee by the company that processes the transaction (Online Resources).

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How does Quick Payment differ from Automatic Payment?

With Quick Payment you are making a one-time payment on your account. With Automatic Payment, payments are automatically deducted from your bank account each month.

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When will my payment show up on my Minnesota Energy Resources account?

Payments made before 12 noon (central time) on a regular business day will post to your account the same day. Payments made after 12 noon or on a weekend or holiday will post the next business day. If the payment is urgent, please make the payment and then contact us so we know it has been made.

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Is my information secure?

Yes. All of the information you provide is sent to our Web server using Secure Sockets Layer (SSL) protocol and 128 bit encryption technology.

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Is there another way to pay immediately by credit card, debit card or checking account?

You can also pay over the phone by calling us toll free at 800-889-9508.

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Can a payment be made on a rotary or pulse phone?

No, the system requires a touch-tone phone. If you don't have a touch-tone phone, you can pay online, or make a payment by speaking with one of our Customer Service Representatives.

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What credit cards does Minnesota Energy Resources accept?

We currently accept Visa, MasterCard and Discover.

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If I pay my home, cabin and rental property bill, am I charged a convenience fee for each account that I pay?

The convenience fee is charged on each transaction. If these accounts are billed separately you will pay a convenience fee for each account.

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Can my payment exceed the bill amount, creating a credit on my account?

Yes, you may want to pay more if you will be out of town for a couple of months.

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What is Budget Billing?

With Budget Billing, we review your past energy use, estimate your total energy costs for the next 12 months, and then simply bill you for 1/12th of that amount each month.

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Why is it better than just paying Minnesota Energy Resources for what I use each month?

Natural gas bills are usually higher in winter than in summer due to the cold weather. However, most incomes don't rise in winter, so paying the winter natural gas bill may sometimes be difficult. With Budget Billing, all year long you will pay about the same each month. You'll find it much easier to budget your money.

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How does Budget Billing work?

The budget year begins with your first bill after joining the plan. You pay equal amounts until your Budget Billing anniversary, which is your twelfth month on the plan. At this time we settle up for any difference between what you paid and the actual costs of the energy you used.

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What if I paid too much?

It's simple. We'll keep a running total of your monthly balance. If you've paid too much by the end of your budget year, we can apply your total credit to next year's Budget Billing or, if you prefer, give you a refund.

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What if I paid too little?

That's easy, too. We'll keep a running total of your monthly budget balance. If you used more than what we billed, we'll spread the amount over next year's budget.

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Does the budget amount ever change?

Yes, occasionally. Your account is reviewed periodically because there are several reasons why your budget amount may go up or down. Besides rate changes and unusual weather, lifestyle changes like a new baby in the home can increase usage. Also, adding or removing equipment such as a swimming pool or hot tub could make a difference.

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Can I go on Budget Billing at any time?

Yes, you may begin the plan anytime you choose.

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Are there any requirements?

Because Budget Billing is a service to you, we appreciate prompt payment. If your monthly bills are not paid on time, you may incur late payment charges, and it may become necessary to remove you from the plan.

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Do you offer any other programs that could make paying my natural gas bill easier?

Yes, we do. Automatic Payment provides the ability for your payments to be made directly from your checking or savings account by your financial institution, and is very popular with Budget Billing customers. By combining the two programs, you have about the same payment made automatically at the same time of every month.

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What is Automatic Payment?

Automatic Payment is a great way to pay your natural gas bill automatically.

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So exactly how does it work?

It's easy. Just visit the Automatic Payment page of our Web site and Sign Up Online. This will authorize your bank, credit union or savings and loan association to automatically deduct the amount of your Minnesota Energy Resources bill from your checking account each month. We then take care of the rest.

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Can my payment be deducted from a savings account?

Yes. All you have to do is fill out the Automatic Payment Agreement Form. Make sure to verify that your bank or credit union will deduct payments from savings account (some will not).
 

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How is Automatic Payment easier than paying by check each month?

You don't pay for postage or gasoline. There is no check to write. You'll never be late for a payment if you forget or are out of town.

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Do I pay any charges for Automatic Payment?

Absolutely not! Automatic Payment is a free service from Minnesota Energy Resources, although your financial institution may charge for this type of transaction. You may want to call them and ask. However, you will still save the money you're currently spending on stamps, gasoline and checks.

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Does this work well with Budget Billing, where I pay the same each month?

Yes. Automatic Payment and Budget Billing are made to work together. Not only can you make your payment automatically, but you will always know how much your bill will be. Each program works well alone, but the two, together, are often chosen for greatest convenience.

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Will I still get a bill from Minnesota Energy Resources?

Yes, just like you do currently. And the upcoming date and amount of the Automatic Payment transfer will be printed right on the bill, so you'll know exactly how much will be deducted and when. You'll have plenty of time to review and call with any questions before the payment is made.

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How soon after I sign up will my Automatic Payment payments begin?

Your payments will begin with either the first or second Minnesota Energy Resources bill you receive after you sign up for the plan. You'll know your next payment will be made automatically when you see the words "Automatic Payment Amount" on the stub portion of your bill.

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How will I know my bill has been paid?

Your Automatic Payment deduction will be listed on your monthly bank statement as an item labeled "Automatic Payment." Also, your Minnesota Energy Resources bill each month will show your previous balance and the payment made through the Automatic Payment program.

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What if there is not enough money in my bank account to cover the payment?

Just as if you were paying normally by check, a return check fee will be charged to your account if there are non-sufficient funds.

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What happens if I change financial institutions?

It's easy. Just visit the Automatic Payment page of our Web site and fill out the form under "Sign Up Online." When you fill out the form, the new information will replace any existing bank information.

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What if I move?

If you move to another address served by Minnesota Energy Resources but do not change financial institutions, we'll simply transfer the information required to your new account. If you change financial institutions, we'll need you to fill out the online form again with the new information.

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How do I sign up for Automatic Payment?

It's easy. Just visit the Automatic Payment page of our Web site and Sign Up Online.

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How do I unenroll from the Automatic Payment Plan?

You may unenroll from the Automatic Payment Plan up to 3 days prior to the next scheduled payment by calling our 24-Hour Customer Service at 800-889-9508.

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How much of the Gas Affordability Program charge does Minnesota Energy Resources keep?

Minnesota Energy Resources doesn't keep any of the money collected through the Gas Affordability Program charge. All dollars collected are deposited in a program fund, which is administered by The Salvation Army.

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Is it possible that the Gas Affordability Program Charge will ever change or end?

Yes. The Public Utilities Commission determines annually whether the amount collected for the Gas Affordability Program is adequate and should be continued, or whether the amount should be increased or decreased.

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Why is the Public Utilities Commission requiring utilities to collect this fee to fund this program?

The PUC was mandated by the State Legislature to require utilities to develop this program. Since utilities already have collection mechanisms in place, the Minnesota legislature thought it would be efficient for the utilities to collect these dollars from their customers and then contract the program administration with a non-profit agency, namely The Salvation Army. The Salvation Army is administering the program across the Minnesota Energy Resources service territory.

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Is the charge the same from utility to utility?

The Public Utilities Commission determined a standard, statewide, maximum charge for all general services MER customers.

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How is the Gas Affordability Charge calculated?

All MER general services customers pay: $0.0039 x Total therms used that month = Gas Affordability Program Charge.

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Does the fee appear all year-round?

Yes, it's included on your natural gas bill every month.

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If I have more than one meter am I charged more than once?

Yes. Every meter with a Customer Charge, whether residential, farm, commercial or industrial, has the Gas Affordability Program Charge. If you have multiple meters with multiple Customer Charges, you will be charged the fee for each meter.

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If I'm low-income, can I be exempted from the Gas Affordability Charge?

No, we cannot cancel or waive the charge, which is part of Minnesota law. If you are having difficulty paying your bill and think you may qualify for low-income assistance, you can contact Minnesota Energy Resources at 800-889-9508.

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Who can I file a complaint to about the requirement to pay this fee?

This is a state-mandated program. Only your State Legislators can change this statute. Please use the following link to contact your State Legislators with additional questions: http://www.leg.state.mn.us/leg/legdir.asp

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