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E-bill Frequently Asked Questions


Enrollment

Billing & Payments

Personal Information

General

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Register for NES E-bill

What is an E-bill?
An electronic bill looks like the paper bill you receive each month, but it is generated in an electronic format and is available to view online.

Who is eligible to enroll?
Online billing is available for both residential and commercial customers. Exceptions include those enrolled in Summary Billing and commercial customers on interruptible rates.

How do I sign up to pay my bill online?
Under the Pay My Bill menu, select Pay Online to register for NES E-bill. You will be prompted to follow step-by-step instructions. To speed your enrollment, have your paper bill, banking information, and email address available. Enrollment will take just a few minutes.

Are there User ID and Password requirements?
Your User ID can be any combination of letters and numbers up to 32 characters. Your password must be between 8-18 characters and contain both letters and at least one number.

Will I receive any confirmation after registering?
You will receive an email confirmation and a welcome letter to verify your enrollment.

When will my new User ID and Password be activated?
Your User ID and Password are active immediately following the registration process.

When can I start making payments?
After successful enrollment, you will be able to view a summary of your recent bills and pay the amount due on your latest bill. You will receive an email notification when your next bill is available. If you are a new NES customer, you will not be able to register or make electronic payments until you receive your first paper bill.

How will I be notified each month when my bill is available online?
You will receive an email notification each time a new bill is issued.  To ensure that you receive your E-bill each month, please add "CustServ@nespower.com" to your safe senders list. Select the Add/Save to Address Book function in your email browser and follow the instructions.

Will I continue to receive a paper bill in the mail?
By registering, you will no longer receive a paper bill in the mail. However, you can print your bill from your computer at any time to save a hard copy for your records. Paperless billing is beneficial for the environment by cutting down on the demand for paper.  Discover the Reasons to Go Paperless

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Add Additional Accounts

How do I add additional accounts?
To add additional NES accounts, select the Profile tab in the top menu and click "View Enrolled Accounts.

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Cancel my E-bill Enrollment

How do I cancel my E-bill enrollment?
To cancel your E-bill account, click on "Cancel your Profile" on the E-bill log in screen.

What happens to scheduled payments if I cancel my enrollment?
Scheduled payments will not be processed after you cancel your enrollment.

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View my Bill

What if Iā€™m not receiving notification that my E-bill is ready to pay?
Click on My Profile to be sure your email address is correct. Also, check your security settings. To prevent important email messages from being filtered into your Spam, Junk, or Bulk Mail folder, add "CustServ@nespower.com" to your safe senders list. Select the Add/Save to Address Book function in your email browser and follow the instructions.

If you have moved recently, you will need to add your new NES account number to your E-bill profile.  Under the Profile tab, click on "View Enrolled Accounts".  You can find your account number on the first paper bill sent to your new place of residence. 

Will I still receive the Power Notes newsletter that is usually included in the paper bill?
Power Notes will be available as a link on your E-bill email notification and online at www.nespower.com.

When will my online bill be available each month?
Your E-bill is created the same time your paper bill would normally be printed. It is ready to view or pay within 24 hours. You will receive an email notification each month when your bill is available online.

Can I see my previous NES bills online?
Your bills will be stored in the Filed Bills section after you make an online payment. Over time, you will have access to up to 24 months of billing history.

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Payment Options

What are my payment options with NES E-bill?
You have two payment options online:

1.  Recurring Payments (AutoPay) - Your bill amount is automatically deducted from your bank account.

     - Pay on your due date

     - Choose another date within 10 days prior to your due date

 

2.  Individual Payments

     - Pay immediately

     - Pay on your due date

     - Choose another date prior to your due date

 

What types of payment accounts are accepted?
Payments made from a valid checking or savings account are accepted.  If you wish to pay by credit or debit card, you can make a One-Time Payment online (available for residential and small commercial customers less than 15,000 kWh per month).  The processing company charges a $3.95 fee for this service.  NES does not receive any portion of this fee.   

Do I need to schedule my online payment each month?
Yes, unless you set up recurring payments with AutoPay.

Is AutoPay the same thing as NEAT (Nashville Electric Automatic Transfer)?
AutoPay is totally separate from Nashville Electric Automatic Transfer. By setting up recurring payments, you will automatically be dropped from NEAT to avoid a double payment to your account. NEAT is still available to customers who do not wish to register for online billing.

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Make a Payment

How do I make a payment?
Log in to see a summary of your current E-bills. You can then click to "View/Pay Your Bill". Choose your payment account and the date you want to pay your bill.

When will my payment be posted to my NES account?
Same-day payments can be made before 5 p.m. CST/CDT on business days.

If you try to schedule a same-day payment after 5 p.m. or on a non-business day, that payment will not be applied to your NES account until the following business day. (*Note: The exact time is defined by computer servers owned by Kubra Data Transfer, Ltd. and the specific Payment Gateway).

For recurring payments, if your bill is due on a weekend or holiday, your payment will be posted to your account the following business day.

NES Holidays
New Year's Day
Birthday of Martin Luther King Jr.
Good Friday
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Day after Thanksgiving
Christmas Eve
Christmas Day

Can I extend the payment due date?
E-bills are due on the same date as paper bills. Always make a payment no later than your due date to avoid late charges.

How do I set up recurring payments through AutoPay?
Under the Payments tab in the top menu, select "View Recurring Payments" to add a new recurring payment. Your automatic payment will become effective with the next bill, even if you enroll prior to the due date of the current bill. If you sign up for AutoPay and are currently enrolled in NEAT (Nashville Electric Automatic Transfer), you will automatically be dropped from NEAT to avoid double payments.

How do I know which payments I have scheduled or completed?
The Payment History page displays the payment status of each bill. You will have access to up to six months of payment history.

Scheduled ā€“ Before the scheduled payment date
Pending ā€“ Payment is submitted to the payment processor
Approved or Rejected ā€“ After the response is received

How can I confirm if my payment has been processed?
Check your payment status by selecting the Payments tab from the top menu.

What happens if I schedule a payment and there is not enough money in my bank account?
Your financial institution may refuse to honor your online payment request due to insufficient funds. If your payment is returned more than once within a year, NES will not accept payments from your checking or savings account for six months.

Can I cancel a scheduled payment?
You may cancel a payment as long as the payment status is still listed as "scheduled".

What happens to scheduled payments if I delete the bank account that was used to set up the payment?
All scheduled payments will be cancelled if their status is still listed as "scheduled". You must make other arrangements to pay these bills.

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Log In to My Account

What if I forget my User ID or Password?
User ID: Call NES Customer Relations at 615-736-6900 to request your User ID.

Password: Go to the NES E-bill Log In screen and click Forgot your Password. Enter your User ID and secret question to get your password emailed to the address you provided during enrollment.

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Update My Profile

How do I change my name, address, phone number, or email?
To edit your personal information, select "View Personal Information" under the Profile tab in the top menu.

How do I change my bank account information?
After signing in to your account, select the Payments tab in the top menu and click on "View Payment Accounts". If you delete your current banking information, you will need to re-schedule any payments in the "scheduled" status after you add a new bank account.

Can I change my User ID or Password?
Under the Profile tab in the top menu, click on "Change Password".  Your User ID cannot be changed.

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Account Security

How is my personal and financial information kept safe?
User ID and Password:
Your User ID and Password are unique identifiers that only you know. As long as you don't share your ID and Password with anyone, no one can view your bills or personal information.

SSL:
NES E-bill uses SSL (secure socket layers) which ensures that your connection and information are secure from outside inspection.

Encryption:
NES E-bill uses 128 bit encryption to make your information unreadable as it passes over the Internet.

Automatic Sign Out:
You will be automatically signed out of a session if you are inactive for 20 minutes.

Are all computers safe to use?
Computer security experts advise that your information may be at risk when you use a public computer for personal business. While there are numerous security measures to protect your personal information on our website, the use of public computers may compromise the security of your information. Public computers include those in schools, libraries, Internet Cafe's, etc.

For maximum security you may want to avoid using public computers when registering or modifying your personal or banking information.

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Error Messages

I am trying to register for NES E-bill, but I have received a message that the account is already enrolled. Why?
Only one customer can pay on a single account. However, you can access the account if you are added as a Shared Access User under the Profile tab on the existing enrolled account.

I have tried several times to log in, and now I am locked out. Why?
We were unable to recognize your User ID or Password. As a security measure, access to your account is blocked after four unsuccessful log in attempts. Call NES Customer Relations at 615-736-6900 to unblock your account.

I am trying to pay my E-bill, but I have received a message that NES cannot process this transaction. Why?
There may be a credit problem associated with the account. If your payment is returned more than once within a year, NES will not accept payments from your checking or savings account for six months. To speak with a Customer Relations Advisor, call 615-736-6900.

What if I receive a message that the system is unavailable?
The system is unable to retrieve account information due to a temporary technical problem at our site. If the problem persists, please email CustServ@nespower.com or call 615-736-6900.

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Contact Customer Service

How may I contact NES Customer Relations?
To contact Customer Relations, click Contact Us in the top menu. You have the option of submitting an online form, emailing or calling to speak with a Customer Relations Advisor.

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