| E-Bill FAQs |
1. What is online billing and payment service? |
| With an online billing and payment service, you can receive, view, and pay your online bills from one personalized, secure Web site. |
2. What are the benefits of using an online billing and payment service? |
• Receive and review your detailed Lakeland Electric bill online and by e-mail - your full bill, not just a summary!
• View your bill and payment history status anytime, with online tracking and history!
• Schedule payment processing from your desktop to meet or beat due dates.
• Save time and postage, and be worry-free with a 100% guarantee your e-Bill payment will be processed safely, securely and on time!
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3. How do I sign up to pay my bill online? |
To speed your enrollment, have your paper bill, banking information, and an email address available. Enrollment will take just a few minutes.
Once enrolled, you will be able to view a summary of your recent bills and pay any that are outstanding.
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4. When will my new User ID and password be activated? |
| Immediately. Your User ID and password are active immediately following enrollment. |
5. How do I enroll additional accounts? |
| Click "My Profile" from the top banner menu and then click "My Accounts". |
6. When can I start making payments? |
| Once enrolled, you can start making payments as soon as you have a bill due. If you have a new account, you will not be able to enroll or make electronic payments until you receive your first paper bill. |
7. Will I continue to receive a paper bill in the mail? |
| Once enrolled you will no longer receive a paper bill in the mail. You will receive an e-Bill that will be sent to the email address provided by you at enrolment. |
8. What is an e-Bill |
| An e-Bill, or electronic bill, is like the paper statement you receive each month now in an electronic format for viewing online. You can see all the same detail in an e-Bill that you can in a paper statement, and more. |
9. How do I cancel my eBilling enrollment? |
| Call Customer Service at 1-800-929-4876 or 863-834-9535. |
10. What happens to scheduled payments if I cancel my enrollment? |
| Scheduled payments will still be processed. If you do not want this to happen, you should cancel any scheduled payments prior to canceling your enrollment. |
11. How is my personal and financial information kept safe? |
eBilling uses several methods to ensure that your information is secure:
* User ID and Password: Your User ID and password are unique identifiers that only you know. As long as you don't share your user name and password with anyone, no one can view your bills or personal information.
* SSL: eBilling uses SSL (secure socket layers) which ensures that your connection and information are secure from outside inspection.
* Encryption: eBilling uses 128 bit encryption to make your information unreadable as it passes over the Internet.
* Automatic Sign Out: eBilling automatically signs you out of a session if you are inactive for 20 minutes.
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12. How do I make a payment? |
| Once enrolled for eBilling, simply sign in and you will see a summary of your current eBills. You can then click to "view" a detailed view of your bill, or you can simply click "pay". Select the amount you want to pay and the date you want to pay your bill, and you're done! |
13. Can I establish regularly scheduled payments? |
| Click "My Payments" on the top menu and then choose "Recurring Payments". Add a new recurring payment. |
14. When will my payment be processed? |
For payments made from bank accounts
* To initiate the online payment process, you must select a payment date on the "Schedule Payment" page. This is the date your payment process will begin.
* For your convenience, eBilling will alert you to the next available day you may make a payment. "Same Day" payments can only be made before 1pm Eastern Time on business days. If you try to schedule a payment for "today" but it is after 1pm Eastern Time or on a non-business day, eBilling will alert you to schedule your payment for the next available business day. (Note that the exact time will be defined by computer servers owned by eBilling's vendors, Kubra Data Transfer, Ltd. and the specific Payment Gateway).
* eBilling will routinely credit your account on the business day following the payment date (See the chart below for a complete schedule).
* Your payment may be withdrawn from your bank account on or after your payment date.
* Payments scheduled for a holiday may be withdrawn from your bank account on the business day prior to the holiday.
* Payments initiated after the due date shown on your bill may lead to cancellation of your policy. Please initiate payments with sufficient time before your payment due date.
* Payments initiated after the due date shown on your bill may lead to cancellation of your policy. Please initiate payments with sufficient time before your payment due date.
Holidays (Based on the Federal Reserve calendar)
New Year's Day
Birthday of Martin Luther King Jr.
Washington's Birthday
Memorial Day
Independence Day
Labor Day
Columbus Day
Veterans Day
Thanksgiving Day
Christmas Day
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15. How do I know which payments I've scheduled or completed? |
After paying a bill, you will receive confirmation that the payment has been scheduled.
Before the scheduled payment date, your history page will show the payment as "scheduled". When the scheduled payment is submitted to the payment processor your history page will show the payment as "pending". After the response is received, your history page will show the payment as "approved" or "rejected".
eBilling will display payment history for up to 12 months.
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16. Can I pay my balance in full or extend the payment due date? |
You can pay your balance in full at any time from your checking account.
eBills are due on the same date as paper bills. Failure to pay by the due date may result in interruption of service.
Helpful Hint: Always schedule your payments to occur no later than your due date.
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17. Can I cancel a scheduled payment? |
| You may cancel a payment as long as it is listed on the Payment History page as "Scheduled". Please remember that failure to pay your bill by your due date could result in interruption of service. |
18. What if I forget my User ID or password? |
User ID: You should choose a User ID that is easy for you to remember. If you forget your User ID please call Customer Service.
Password: If you forget your password, go to the Log-On page and click "Forgot your password". Enter your User ID and your password will be emailed to the email address you provided during enrollment.
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19. How do I change my name, address, phone number, or email? |
| To change your mailing address, select the "My Profile" link on the top menu. |
20. How do I change my bank account information? |
| Once you've signed in to eBilling, click My Payments and select Payment Accounts. Since you must have at least one active bank account in order to remain enrolled in eBilling, you must add a second account before deleting one. |
21. 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 "scheduled". You must make other arrangements to pay this bill. Please remember that failure to pay your bill by your due date could result in interruption of service. |
22. How can I confirm if my payment has been processed? |
| The best way to see if your payment has been made is to check your payment status. From the navigation menu, select My Payments. |
23. How may I contact eBilling via the Web or email? |
| To contact eBilling, click the link for Contact Us on the top menu. This will allow you to send an email to Lakeland Electric customer service. |
24. What software do I need to use eBilling? |
You can access eBilling from any web based computer with an Internet connection and a web browser that supports 128 bit encryption. For more information or to upgrade your software, click on the link below for your browser type:
* Microsoft Internet Explorer users
You will generally need version 5.0 or and above.
* Netscape Navigator 6.2 and above.
To ensure a high standard of security, Lakeland Electric request that you access our site with a browser that supports 128-bit encryption. For an optimal user experience, please ensure that your monitor is set at a minimum to an 800 x 600 display resolution.
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25. Can I download my bills into Quicken or MS Money? |
| No. At this time, you can not download your eBill information into money management programs. Look for this feature coming soon. |
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