FAQs - Billing & Payment

Following are the answers to some questions that are asked quite often. If they don't hit on what you need to know, or if you'd like further information, contact us.

Automatic Payment Questions

How do I sign up for the plan?
To sign up online, visit the My Account section of our web site.

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Is it secure?
Yes. Peoples Gas is authorized to withdraw only the amount of the bill on the payment due date.

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Is there a charge for using the Automatic Payment Plan?
No. The service is free. Your bank, however, may charge a fee. Check with your financial institution before enrolling.

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What record will I have that an automatic payment has been made from my account?
The amount and date of the payment will appear on your monthly bank statement.

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What if the bank statement shows a different amount from my gas bill?
If you discover any discrepancy, contact us as soon as possible.

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What if I disagree with the amount shown on my gas bill?
Contact us immediately to have the bill reviewed. No further automatic payments will occur until all questions have been answered.

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How do I stop an automatic payment or cancel my participation in the plan?
Simply log on to My Account and select "Automatic Payment Plan" from the Account Transactions menu. The stop payment must be received at least five business days before the due date of your bill.

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When does the money have to be in my bank account for an automatic payment?
Your bank account must hold the full amount of your bill, in available funds, on the due date of your bill. If there are insufficient funds in your bank account on the payment date, your bank will return the automatic payment. Both your bank and Peoples Gas might penalize you.

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What if I move or change bank accounts?
Simply contact us for a new authorization form.

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Budget Payment Plan Questions

How does the Budget Payment Plan project my monthly payments?
The Budget Payment Plan divides your gas bill payment across 12 months, basing your monthly payment on projected gas costs and how much gas you've used in the past. Your actual payment is customized just for you to make your payments more predictable year-round.

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Why does my monthly bill sometimes fluctuate when I'm enrolled in this plan?
The Budget Payment Plan reduces the big swings in your bill that you see from summer to winter, but they do change based on a couple of factors. We review your bill each month and adjust the payment amount if there is a significant change in the weather, your gas usage or projected gas prices. Your payment will increase if these factors affect your installment payment by 25% or more.

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Does this mean my monthly installment payments could decrease?
Yes. We review your account two times a year, once after six months and the second time at the end of 12 months. You benefit because the credit or debit balances that remain at the end of your budget year are minimized. In addition, you receive interest on credit balances at a rate determined each year by the Illinois Commerce Commission.

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How quickly can I sign up for the Budget Payment Plan?
Immediately. There are three ways to enroll. The first and easiest way is to pay the amount listed in the "Message" section of your Peoples Gas bill. The second way is to enroll online through My Account. Finally, Peoples Gas customers can call 866-556-6001 toll-free.

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E-bill Billing Questions

What is an E-bill?
An E-bill (electronic bill) is an electronic version of a paper bill that you can view online.

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Is an E-bill the same as a paper bill?
Yes, an E-bill contains the same information as your paper bill.

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How do I begin to pay my bills electronically?
There are four basic steps:

  1. Enroll or log on to My Account.
  2. Click "Enroll in E-bill."
  3. Provide your banking information.
  4. Activate your service account.

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Where can I find my Peoples Gas account number?
You can find your account number on your Peoples Gas paper bill. Your account number is the 13-digit number on the top of your bill.

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What if I have multiple account numbers?
Once you have enrolled in our E-bill service, you will be able to activate all of your accounts for E-bill. Please note that our E-bill service is only available for residential customer accounts at this time.

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Will I receive a reminder that I have an E-bill due?
When you enroll, you will have the option to receive an e-mail notification from us.

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If an account is in my spouse's name, can I still sign up for online bill payment service?
Yes. However, you will need to enroll using the name that is listed on your monthly paper bill. Also, please make sure to use the correct Peoples Gas account number as it appears on your spouse's monthly paper bill.

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How secure is my bill payment and personal information?
We ensure that your information is secure by the following:

  • User Name and Password: Your user name and password are unique identifiers that only you know. If you don't share your user name and password with anyone, then no one else can sign on pretending to be you.
  • SSL (secure sockets layer): We use SSL to ensure that your connection and information is secure from outside inspection.
  • Encryption: We use 128-bit encryption to make your information unreadable as it passes over the Internet.
  • Automatic Sign Out: We automatically sign you out of a session if you are inactive for more than 10 minutes. We recommend you sign out of My Account immediately after you have finished using our self-service applications.

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Do I need any special hardware or software to sign up for online bill payment?
To view and/or pay your bills via the web, you need web access and the ability to receive emails in html format.

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When can I start paying my bills?
Once your request for E-bills has been accepted, we will send you an email confirming that your E-bill service has been activated. Depending on your billing cycle, it may take a month or so before you begin receiving your Peoples Gas bill electronically.

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Quick Payment Questions

Can I pay with my bank debit card?
Yes, as long as you have a Star, Pulse, Nyce or Accel logo on the back of your debit card with a Visa or MasterCard logo.

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What type of confirmation will I receive to confirm my credit card payment?
You will receive a confirmation number when you complete your transaction. You will also see a charge on your credit card statement.

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What if I need to change credit cards?
You can pay with any of the accepted credit cards at any time.

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How secure is my credit card or information?
BillMatrix and FirsTech use the highest-level of security in the industry. Your account data is stored in a secure database that cannot be accessed by phone — even by you!

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What is the maximum payment amount that I can make?
The maximum credit card payment allowed is $18,000 for phone payments. There is no limit for payments made online.

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Can I use the same credit card to pay multiple accounts?
For security reasons, you can only pay one account per credit card for phone payments. You can use one credit card for multiple accounts when paying online.

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