Xcel Energy
Xcel customers will begin receiving a disconnection notice once their total overdue balance is $180 or more. Xcel customers can be disconnected once their total overdue balance is $300 or more. This information applies to electric bills, gas bills, and customers who receive both services through Xcel Energy.
- A disconnection/shut-off notice will be sent at least 10 days before any action is taken.
- Disconnection notices will be sent to both service and/or mailing addresses listed on the account, if those addresses are different.
- Xcel will reach out via text and/or email if the customer has opted in to receiving communications via those channels.
- Specific payment arrangements Xcel Energy offers:
- Fixed + Current: Take your current balance and divide it by 12 months. Every month you pay this amount alongside your monthly bill.
- Fixed + Budget: Take your current balance and divide it by 12 months. Every month you pay this amount alongside a fixed budget amount, based on your most recent average 12 months of usage.
- Xcel may ask you to pay down a portion of your past-due balance before entering into a payment arrangement. The company uses the framework below to identify how much they will ask customers to pay. If you break a payment arrangement, Xcel may ask for a higher down payment before setting up a new agreement.
| Normal Payment Agreement (up to 6 within a rolling 12-month period) | 1st | 2nd | 3rd | 4th | 5th | 6th |
| Percent Down | 10 | 25 | 35 | 50 | 50 | 50 |
| Extenuating Circumstances Payment Agreement (up to 6 within a rolling 12-month period) | 1st | 2nd | 3rd | 4th | 5th | 6th |
| Percent Down | 10 | 15 | 25 | 40 | 50 | 50 |
- As reflected above, there are lower down payment levels for customers facing “extenuating circumstances.” This includes, but is not limited to, situations such as the loss of a job, serious illness or injury, or a death in the family. Household situations will be considered on a case-by-case basis.
- The above are not the only options available for payment arrangements. For example, if you qualify for Xcel’s PowerOn or Gas Affordability Programs, you may be able to enter into a payment arrangement that includes forgiveness for a portion of your past-due bills.
- A monthly late payment charge of 1.5%, or $1.00, whichever is greater, will be applied to past-due balances. No late payment charge will be applied if the past-due balance is $10 or less. Qualifying customers will have no late payment fees applied during the Cold Weather Rule. If you enter into a payment arrangement, no late payment fees will be applied to the portion of your bill covered under that agreement.
- Once each year, Xcel will waive the late payment fee for one billing period at the customer’s request.
- Xcel also allows customers receiving Energy Assistance, social security, pensions, disability benefits, or other governmental assistance to request a waiver of late payment fees on the “current” portion of the utility bill each month.
- Xcel charges different reconnection fees depending on whether you receive gas or electric service.
- Gas customers will be charged a fee of $22.50 to have their service reconnected.
- Electricity customers will be charged different reconnection fees based on whether they have a “smart meter” installed. If you have a smart meter installed, the charge is $13.50. If you do not have a smart meter installed, the charge is $95.
CenterPoint Energy
CenterPoint customers will begin receiving a disconnection notice once their total overdue balance is $75 or more, and the account is 60 days delinquent. CenterPoint customers can be disconnected once their total overdue balance is $175 or more.
- A disconnection/shut-off notice will be sent 10 days before any action is taken during non-Cold Weather Rule months (May 1 – Sep 30), and 15 days before during the Cold Weather Rule period (Oct 1 – Apr 30).
- For customers who have provided an active phone number, the company will provide a reminder phone call one day after the customers’ due date if they are past due.
- Customers who have agreed to receive “Bill Reminder alerts” will receive either a text message or email alert or both, depending on what the customer has requested and the permissions provided.
- Payment extensions allow additional time to pay the past due balance in full by a specific date.
- Payment installment plans allow customers to pay past due charges over time along with paying their new charges each month.
- Specific payment arrangements CenterPoint offers:
- Fixed + Current: Every month pay either $55 or $80 towards your past due balance, along with your regular monthly bill. Balance must be paid off within 12 months.
- Budget + Delinquency: Take your current balance and divide it by 12 months. Every month you pay this amount alongside your monthly budget bill.
- Fixed + Budget: Every month pay either $55 or $80 towards your past due balance, along with your regular monthly budget bill. Balance must be paid off within 12 months.
- The above are not the only options available for payment arrangements. For example, if you enroll in CenterPoint’s Gas Affordability Program, you could receive assistance with your past-due bills, allowing you to pay them down over time and have a portion of the balance forgiven.
- A monthly late payment charge of 1.5%, or $1.00, whichever is greater, will be applied to past-due balances. No late payment charge will be applied if the past-due balance is $10 or less or if you enter into a qualifying payment agreement during the Cold Weather Rule period.
- After being disconnected for non-payment, CenterPoint will charge a reconnection fee of $28.
- CenterPoint may require a down payment from customers as a condition of entering into a payment arrangement or being reconnected to utility service.
Minnesota Power
Minnesota Power customers can be disconnected once their total overdue balance is $200 or more, and the account is at least 79 days delinquent.
- Past Due Balance Reminder: When a residential customer owes $200 and the bill is 54 days late or older, Minnesota Power will send a Past Due Balance Reminder.
- Disconnection notice threshold: If a customer does not pay or set up a payment plan within 15 days of the Past Due Balance Reminder, customers will receive a disconnection notice stating service will be shut off in ten days.
- Reminder notices for overdue bills are sent to the customer’s mailing address. If you’ve opted out of paper billing, you will receive a notification in your customer self-service portal as well as an email.
- Disconnection notices will be sent to both the customer’s service address and mailing address if they are different.
- Two phone calls will be made to the phone number listed on your account.
- Minnesota Power will work individually with each customer to set up a payment plan.
- Customers that qualify may be able to enroll in the “percentage of income” portion of Minnesota Power’s CARE program, which offers payment arrangements that include arrearage forgiveness.
- If a customer fails to meet two or more agreed-upon payment plans in the past twelve months, another payment plan may not be offered.
- Do not agree to a payment plan that doesn’t work for your budget. Contact the Consumer Affairs Office for support in reaching a payment plan that works for you.
- A monthly late payment charge of 1.5%, or $1.00, whichever is greater, will be applied to past-due balances. No late payment charge will be applied if the past-due balance is $10 or less. Qualifying customers will have no late payment fees applied during the Cold Weather Rule. If you enter into a payment arrangement, no late payment fees will be applied to the portion of your bill covered under that agreement.
- Customers that qualify for Energy Assistance can request a waiver of late payment fees on the “current” portion of the utility bill each month.
- A fee of $20.00 will be charged for customers seeking reconnection between 8:00 AM and 4:30 PM Monday through Friday. A higher, $100.00 reconnection fee will be charged on weekends, holidays, or outside weekday business hours. If customers have an advanced meter installed at their residence, no reconnection fee will be charged.
Otter Tail Power
Otter Tail Power does not state whether customers must have a minimum past-due balance prior to being disconnected.
- Notice of Proposed Disconnect: The customer will be sent a Notice of Proposed Disconnection with a minimum 10 days’ notice. The notice will include the reason for disconnection, and steps the customer can take to avoid having their utility services shut off.
- Otter Tail will attempt to make two automated calls to remind the customer of the upcoming disconnection, and encourage them to contact the company or access assistance resources.
- Otter Tail will conduct a final in-person visit to the home prior to carrying out a disconnection. During this visit, a utility representative can collect payment from the customer or discuss payment arrangement options.
- Payment arrangements are based on each individual customer’s financial or extenuating circumstances. Arrangements can be made on customers’ My Account portal, or by calling Otter Tail Power’s customer service center between 8 AM and 5 PM Monday through Friday.
- Payment arrangements will include customers’ past due balance as well as their monthly bill, and can last for a period of up to three months. If on-time payments are made during that time, additional payment arrangements can be entered into.
- A monthly late payment charge of 1.5%, or $1.00, whichever is greater, will be applied to past-due balances. No late payment charge will be applied if the past-due balance is $10 or less. Qualifying customers will have no late payment fees applied during the Cold Weather Rule. If you enter into a payment arrangement, no late payment fees will be applied to the portion of your bill covered under that agreement.
- If a customer has not been delinquent during the last 12 months, a late payment charge will not be applied for the first billing period in which they miss the payment due date.
- After being disconnected for non-payment, Otter Tail Power will charge a reconnection fee of $15.00. If a customer is reconnected outside of normal business hours, additional overtime costs may also be charged.
Dakota Electric Association
Dakota Electric members will begin receiving a disconnection notice once their total overdue balance is $10 or more, and the account is at least 50 days delinquent. If a member has an overdue balance after a second month’s bill is delivered, Dakota Electric will send a disconnection notice. The disconnection will be scheduled for not less than five days after the notice is sent.
- Disconnection notices are sent by first class mail with a specific date provided for when payment must be received.
- If the member does not contact Dakota Electric, at least one attempt will be made to call the customer.
- If the call isn’t answered, a representative will make an in-person visit to the member’s home. If no contact is made or no payment agreement can be reached, service may be disconnected.
- In the case of a known safety concern, Dakota Electric will not make a final in-person visit to the member’s home. Instead, an additional notice will be provided via certified mail.
- Dakota Electric offers payment arrangements to any member that requests one prior to disconnection. The cooperative will work individually with each member to set up an agreement that is reasonable and affordable for them based on their individual circumstances.
- Dakota Electric does not offer its own affordability program, but will provide information to customers about Cold Weather Rule protections and assistance resources that may be available through federal, state, or local agencies.
- A monthly late payment charge of 1.5%, or $1.00, whichever is greater, will be applied to past-due balances. No late payment charge will be applied if the past-due balance is $10 or less. Qualifying customers will have no late payment fees applied during the Cold Weather Rule.
- After being disconnected for non-payment, Dakota Electric will charge a reconnection fee of $12. If a customer is reconnected outside of normal business hours, additional overtime costs may also be charged.
- Dakota Electric may collect a deposit not to exceed an estimated two months’ average bill when a member is disconnected for nonpayment or has filed for bankruptcy
- If a member has maintained a good payment record for one year, the deposit will be refunded with interest and will show up as a credit on your bill.
- If a member has maintained a good payment record for one year, the deposit will be refunded with interest and will show up as a credit on your bill.
- Dakota Electric may require a deposit for service if the member’s credit history demonstrates that payment cannot be assured. Dakota Electric will not use general credit reports apart from those reflecting the purchase of utility service without written member approval.
- If a member has maintained a good payment record for one year, the deposit will be refunded with interest and will show up as a credit on your bill.
Greater Minnesota Gas
Greater Minnesota Gas (GMG) does not state whether customers must have a minimum past-due balance prior to being disconnected.
- GMG sends a disconnection notice to customers who may be at risk for disconnection at least five days before the scheduled shutoff date. During the Cold Weather Rule, this notice period is extended to a minimum of ten days for notices sent by mail, and seven days for in-person visits from a utility representative.
- Phone calls are placed with the customer to alert them of the scheduled disconnection and offer payment arrangements to avoid shutoff.
- Immediately prior to disconnection, a representative of the utility will attempt to make contact with the customer at their home to resolve the past-due balance.
- GMG does not have standardized payment arrangement requirements. Agreements are based on customer’s individual financial and extenuating circumstances.
- A monthly late payment charge of 1.5%, or $1.00, whichever is greater, will be applied to past-due balances. No late payment charge will be applied if the past-due balance is $10 or less. Qualifying customers will have no late payment fees applied during the Cold Weather Rule. If you enter into a payment arrangement, no late payment fees will be applied to the portion of your bill covered under that agreement.
- After being disconnected for non-payment, Greater Minnesota Gas will charge a reconnection fee of $75.
- Greater Minnesota Gas does not automatically require service deposits from new customers. Greater Minnesota Gas may request a deposit from existing customers who have been disconnected for non-payment in the past.
Minnesota Energy Resources
Minnesota Energy Resources (MERC) does not employ a formal disconnection threshold. However, the company typically sends a disconnection notice once a customer’s past-due balance has reached $200 and they are at least one bill past due. MERC will provide 10 days’ notice of disconnection outside of the Cold Weather Rule period, and 15 days’ notice during the Cold Weather Rule.
Customers will receive automated phone calls to encourage them to resolve past-due balances and avoid disconnection. Customers have the option to enter into payment arrangements during these phone calls, or can select to be transferred to a live agent. Customers can also enter into payment arrangements or contact MERC through the company’s website, mobile application, or by contacting their dedicated call center.
- Agreements are based on customer’s individual financial and extenuating circumstances. Outside of the Cold Weather Rule Period, payment arrangements are only available to customers who have a past due balance. During the Cold Weather Rule period, arrangements are available to customers who anticipate difficulty paying their bills, regardless of whether they are behind on payment.
- Prior to entering into a payment arrangement, MERC typically requires a down payment from customers. Customers will generally be offered a down payment amount of 40 percent of the account balance amount, but this percentage may be reduced based on the customer’s individual circumstances. Any remaining past-due balance is spread out over a period of up to 24 months, allowing the customer to pay down that amount over time.
- Specific payment arrangements MERC offers:
- Fixed + Current: Past-due bills are divided into monthly installments and added on to your regular monthly bills.
- Fixed + Budget: Past-due bills are divided into monthly installments. The customer opts into budget billing for future bills. Payment is due by the current month’s bill due date.
- A monthly late payment charge of 1.5%, or $1.00, whichever is greater, will be applied to past-due balances. No late payment charge will be applied if the past-due balance is $10 or less. Qualifying customers will have no late payment fees applied during the Cold Weather Rule.
- After being disconnected for non-payment, MERC will charge a reconnection fee of $30. If a customer is reconnected outside of normal business hours, additional overtime costs may also be charged, up to a maximum $45 reconnection fee.
- MERC may require a service deposit from new or existing customers in the following circumstances:
- The customer has a past-due balance
- The customer has been disconnected from service
- The customer has received a disconnection notice in the past 12 months
- The customer’s credit history suggests payment cannot be assured
- Deposits will not exceed two months average usage and can be paid in installments. Deposits will be refunded, with interest, if the customer has made 12 consecutive payments in full.
Great Plains Gas
Great Plains Gas customers will begin receiving a disconnection notice once their total overdue balance is $25 or more, and the account is at least 36 days delinquent. CenterPoint customers can be disconnected once their total overdue balance is $175 or more.
- Great Plains will provide automated calls to all past-due customers reminding them of their account balance and requesting that they make a payment. If a customer is considered “medium risk,” a reminder letter will also be mailed. “High risk” accounts may receive additional information regarding disconnections and will be contacted by a company representative prior to any shut off being scheduled.
- Great Plains will provide 10 days’ notice of disconnection outside of the Cold Weather Rule period, and 15 days’ notice during the Cold Weather Rule.
- Agreements are based on customer’s individual financial and extenuating circumstances.
- If a customer enters into and keeps current on a payment arrangement, any collection or disconnection process will be stopped. If a customer fails to make a payment under their arrangement, Great Plains will attempt to reach the customer to re-establish payment terms. If no agreement is made, the disconnection process may restart.
- Customers may establish payment arrangements on Great Plains’ website, or by making a request through email or chat. Customers may also call the company’s customer service line and either set up a payment arrangement through an interactive self-service process, or by requesting to speak to a live agent.
- A monthly late payment charge of 1.5%, or $1.00, whichever is greater, will be applied to past-due balances. No late payment charge will be applied if the past-due balance is $10 or less. Qualifying customers will have no late payment fees applied during the Cold Weather Rule.
- After being disconnected for non-payment, Great Plains Gas will charge a reconnection fee of $45.
- Once a customer is $25 past-due, Great Plains will assign a “risk” level to the account, based on factors such as the age of debt, the number of days since the last payment, the amount of the past-due balance, and how long the customer has been receiving service from the utility. This risk level determines the types of outreach that will be provided to the customer during the disconnection process.
- Continued nonpayment, insufficient contact information, or payments returned for insufficient funds can increase customer risk or change which outreach methods are available to the company.