• My Aquila bill was automatically paid out of my checking account. Will that change?
• No. If your monthly bill was being automatically paid through Aquila's CheckLINE program, you are automatically enrolled in the Michigan Gas Utilities Automatic Payment program, which works the same way. There is no need to enroll again.

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• Did my account number change?
• Yes. Michigan Gas Utilities issued you a new account number. You'll find your new account number at the top of your monthly bill. Depending on how you pay your gas bill, you may need to inform your online banking vendor.

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• I had a username and password for Aquila's Web site. Will this work on the Michigan Gas Utilities Web site?
• No. You will need to register for an online profile with Michigan Gas Utilities. Self-registration should be available in mid- to late July, as we are still developing that program. To register for an online profile, you will need your most recent bill from Michigan Gas Utilities.

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• Who do I send my payment to?
• Send check or money order, along with your bill payment stub, to:
   
  Michigan Gas Utilities
  P.O. Box 659580
  San Antonio, TX 78265-9580

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• 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. 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.

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• Do you accept credit cards?
• Yes, with our Quick Payment program, you can pay your bill using Visa, MasterCard or Discover.

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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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• What is Quick Payment?
• Quick Payment allows you to pay your Michigan Gas Utilities 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 Michigan Gas Utilities 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. Michigan Gas Utilities does not receive any portion of this fee.
  
  If Michigan Gas Utilities 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 Michigan Gas Utilities account?
• Payments made using Quick Payment will take 2 business days to be applied to your Michigan Gas Utilities account. Your bank account will be debited prior to that. If the payment is being made to prevent or restore a service disconnection, you should make the payment and then contact us with your payment confirmation number 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 800-401-6402.

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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 Michigan Gas Utilities 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. This budget amount is reviewed every six months, to ensure the set budget amount is covering your gas use. At that time, your budget amount could increase or decrease based on your actual gas consumption.

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• Why might Budget Billing be better for me than just paying Michigan Gas Utilities 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. Every six months, your budget amount is reviewed to help ensure that the set budget amount is covering your gas use. At that time, your budget amount could increase or decrease based on your actual gas consumption.

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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 fill out the Automatic Payment Agreement Form authorizing your bank, credit union or savings and loan association to automatically deduct the amount of your Michigan Gas Utilities bill from your checking account each month. Send the form to us now or along with your next payment and include a voided check from your checkbook. We will take care of the rest.

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• Can my payment be deducted from a savings account?
• Yes. However, there are a few different steps you'll need to follow. In addition to the signed agreement, you'll need to:
   
  
  • Verify that your bank or credit union will deduct payments from a savings account (some won't).
  • Send on a separate piece of paper:
    • Your bank name and ABA number (obtain from your financial institution)
    • The savings account number you want to use
    • Your signature (in addition to the one on the agreement)
   
  Please send this information to the address indicated on the Automatic Payment Agreement Form.

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• Why might Automatic Payment be easier for me 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 Michigan Gas Utilities, 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 Michigan Gas Utilities?
• 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?
• Please allow 30 days for changes to take effect when signing up for Automatic Payment or changing your banking information.

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• How will I know my bill is being paid?
• Every month you will receive advance notice in the mail of the date and dollar amount of the payment to be deducted on your due date.

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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. You simply fill out a new agreement and send it along with a new voided check. We'll take care of the transfer for you. Please note, depending on the timing of this change, your account may not transfer on the next bill you receive. Therefore, you may need to send payment for one bill.

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• What if I move?
• If you move to another address served by Michigan Gas Utilities 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?
• You can sign up online or mail your completed Automatic Payment Authorization Form [PDF: 19KB / 1 page] along with a voided check for deducting from your account to:
   
  Michigan Gas Utilities
  P.O. Box 2176
  Scottsbluff, NE 69363

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