Effective May 1, 2010
Residential customers can pay by credit card
No more convenience fees for payments

On May 1, 2010, MLGW switched to a new My Account electronic bill payment service. The new service offers several updated features for your convenience. Please read the FAQ.s listed below to get an overview of the changes.

Here is a summary of the new service:

  • You will no longer be charged a convenience fee for any payment made through My Account or the Phone pay system.
  • Payment methods offered are bank checking or savings account, Visa or MasterCard credit or debit card, Discover card, and ATM debit card (showing the Star, Pulse or NYCE logos).
  • You can make one-time payments or set up recurring payments using any of the payment methods listed above.
  • If you make a one-time payment and select the current day as your pay date, your payment will be noted on your account within one hour.
  • Payments made after 4 p.m. (CST) will be processed the next day.
  • Payments can be scheduled to pay any day up to the bill due date. Payments scheduled for any day other than the current date will be noted on your account by 8 a.m. (CST) on the pay date you selected.
  • You can elect to have your paper bill stopped. If you choose paperless billing, your bills will be stored for 12 months.
  • You can also choose to receive payment reminders by your e-mail five days before your bill is due.  

 FAQ’s for the new My Account

Can I use my existing User ID and Password?

Will ‘My Account’ user information be present in the new My Account?

Will my banking information be present in the new My Account?

If I had recurring payments will they still work?

Will I still be able to make one-time payments?

If I am signed up for paperless eBilling will I still be signed up on the new system?

Will I still be charged a fee?

If I am a commercial account customer, can I pay with a credit card?

Will I still be able to make payments by phone?

If I have been paying my bill through My CheckFree.com, will I still be able to make payments through that service?

  

Q: Can I use my existing User ID and Password?
A: our User ID will not change. Your Password will change. We will send your new password by special e-mail during the last two weeks of April. If you do not receive the special e-mail, your password can be found on your bill in the blue box labeled .My Account Access code..

If you have more than one account tied to your User ID, we will pick one of the My Account Access codes from the accounts you have tied to your User ID and use it as your password. If you do not receive the special e-mail, please contact the Customer Care Center at 901-544- MLGW (6549), Monday through Friday, 7 a.m. to 7 p.m. (CST) to obtain your new password.
 
After you log in using the new password, you should change your password to a personal one only you know. To change your password, go to the User Profile section in My Account.

Q: Will ‘My Account’ user information be present in the new My Account?
A: Some of the profile information will be present in the new My Account. You need to verify the information in your profile. You will be asked to enter some additional information required by the new service. One new feature is a hint question. You need to pick one of the questions and provide an answer. If you forget your password, this will be used to help reset your password.

Q: Will my banking information be present in the new My Account?
A: No.  You will need to enter your banking information in the “payment methods” section.   

Q: If I had recurring payments, will they still work?
A: No. Recurring payments information will not carry over to the new system. Recurring payments are offered in the new system. You will need to set up your recurring payment information the first time you sign in on or after May 1. If you have a recurring payment scheduled on your current bill for after April 30, you will need to make that payment using another payment option (including an electronic one-time payment through My Account). Pay close attention to bill dates when establishing your new recurring payment instructions. The new recurring payment schedule you set up will not take effect until your next new bill is posted.

Q: Will I still be able to make a one-time payment?
A: Yes. If you have been making one-time payments as an un-enrolled customer, you will need to register for .My Account. in order to continue making one-time payments. Your payment options will now include Visa and MasterCard and, best of all, you won.t need to re-enter your MLGW account number and payment information each time. When you log in to My Account, your information will be displayed automatically.

Q: If I am already signed up for paperless eBilling, will I still be signed up on the new system?
A: Yes. The paperless eBilling selection will convert from the old system. You will be able to see your six most recent bills, growing to 12 months of bills over time. Customers who use My Account, but don.t sign up for paperless ebilling, will see only the current bill when they log in.

Q: Will I still be charged a fee?
A: No, in the new My Account payment system, there are no fees for any electronic payment. In addition to the payment methods offered in the old My Account, you will now be able to pay using your Visa or MasterCard credit or debit card.

Q: If I am a commercial account customer, can I pay with a credit card?
A: No, MLGW will not be accepting credit card payments on commercial accounts at this time. You will be able to pay your bill using your checking or savings account, with no convenience fee. We are adding other electronic payment options for commercial accounts outside of My Account. Check the Payment Options page at www.mlgw.com, in the For Your Business section.

Q: Will I still be able to make payments by phone?
A: es. The new Phone Payment system offers a standard pay method and an express pay method. You can pay your bill using the standard pay method by entering your MLGW account number and your My Account access code, which is located on your bill. You will be asked to enter your payment method each time you make a payment. To use the express pay method, you will need to sign up for a Phone pay ID and PIN number online through .My Account. and store your banking information. When you call the phone pay system you will be asked to enter the phone pay ID and PIN number. Your MLGW account number will automatically be accessed and your banking information will be available for you to select and make your payment.

Q: If I have been paying my bill through My CheckFree.com, will I still be able to make payments through that service?
A: No, our new service does not offer payments through My CheckFree.com. However the MLGW electronic bill payment system has more features to offer you than My CheckFree. With .My Account., you can view your bill online, view your payment history, receive new bill notice and payment reminders, pay your bill using your checking or savings account or your Visa or MasterCard credit or debit card, Discover card or ATM debit card without paying any fees. In addition, you can analyze your bill and find ways to save on your energy costs.

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