CVEC Member Services Representatives have received numerous questions about the recent update to the bill language regarding due dates. To better assist our members with this change, we have compiled a list of Frequently Asked Questions to help clarify why the change was made and how to determine when your bill is due.
What changed on my bill?
Beginning in July, the Due Date on CVEC bills was replaced with "Due Upon Receipt." CVEC updated the language on the bill to align with our Terms and Conditions, but the amount of time to pay your bill remains the same – 20 days.
How do I know what to pay?
Always refer to your monthly billing statement for guidance on the amount due. Some of our automated systems are still being updated, so your bill is the best source of information.
How do I know when my payment is due?
Refer to the bill date on your monthly statement to calculate your due date. Payments must be received within 20 calendar days of your bill date to avoid a late penalty.
Where do I find my bill date?
The graphic below shows where to locate the bill date on a residential monthly statement (see the highlighted line in section 1). However, the change to the due date will be consistent on all monthly statements, regardless of their rate.
When is my bill considered Past Due?
Bills will be considered past due if payment is not received within 20 calendar days from the bill date listed on your monthly statement.
How will I know my account is subject to service interruption due to non-payment?
If your account falls 60 days past due, a 10-Day Disconnect Notice will appear in red on your monthly statement. The Disconnect Date is also clearly identified. You will need to pay the 60-Day Past Due Amount by the Disconnect Date to avoid service interruption and additional fees and penalties.
How does this change impact my draft/autopay?
If you utilize the Autopay or Auto Draft on Due Date option, CVEC has taken the steps to update your autopay date selection to minimize impact. The change to our net terms will impact the timing of your payment being pulled from your financial institution, so CVEC has updated your Autopay or Auto Draft to pull closer to the 20th day following your bill date. This Autopay or Auto Draft date will continue to publish on your monthly statement.
Why is the Member Portal and Phone Payment Processing system advising that my account is Past Due?
The changes to CVEC’s net terms show that payments are Due Upon Receipt and must be paid within 20 calendar days of the bill date. However, our administrative systems are showing that accounts are past due if not paid within 24 hours of the billing date.
CVEC does not consider the payment late or past due if the payment is received by the 20th calendar day following the bill date.
We understand the frustration with our automated systems indicating your account is “Past Due.” We are working with our system vendors to determine how account balances can be presented differently for more clarity.
If you have any questions, please email ms@mycvec.com or call (800) 367-2832.
Thank you for being a CVEC member.