We’re making upgrades to serve you better!
On April 1, 2013, we upgraded to a new customer care and billing system that will improve our ability to serve you. Our new system will also help us find problems on our energy system faster. For our electricity customers, this means better information about outages and when to expect your lights to come back on.
Frequently Asked Questions
General Questions
Why did I receive more than one statement in March?
Some Puget Sound Energy customers received a second billing statement for the month of March. This was not a mistake. This second statement included charges for energy used in March. The earlier March statement covered charges that occurred in February. The reason some customers received a second PSE statement was to accommodate the closeout of our old billing system, and the transition to a new, upgraded system that went into effect on April 1. The payment due dates on these second March statements are for mid-April. More information.
What do I need to do because of the system changes?
Nothing. Your account information will automatically switch over, and a new 12-digit account number will appear on your next billing statement.
When will I get my new account number?
Your new 12-digit account number went into effect April 1, 2013, and will appear on your next billing statement.
Do I need to change my sign-in information or sign up for a new MyPSE Account?
No, you can sign in as you usually do.
More General Questions » Why did PSE change the billing system at all?
The upgrade will allow us to better meet your customer service needs. The new system will replace an outdated system and will improve how PSE manages customer information and tracks power outages.
How will the new system benefit me?
With our new customer information system, you will see improvements on the management of your energy bill, communications about power outages and an enhanced ability to do business with us electronically.
To serve you better, we’re replacing an outdated custom-built system that we’ve been using for the past 15 years. You will see improved customer-record management as this new industry-standard billing system provides a foundation for future enhancements.
Why do I need a new account number?
The move to our upgraded billing system requires a 12-digit number. We suggest you update any bank account used to pay your PSE statements with your 12 digit account number.
How will this change affect my current AFT settings?
Your current AFT settings will automatically move over to your new account number.
[Hide questions] Payment Questions
How will this change affect how I currently pay my bills through bill pay with my bank?
We suggest you update any bank account used to pay your PSE statements with your 12 digit account number. Your new 12-digit account number went into effect April 1, 2013, and will appear on your next billing statement.
When you upgrade the system will it do away with the new $4.95 charge for making payments online or over the phone?
You can pay your bill online free of charge if you enroll in paperless billing through MyPSE Account or arrange for automatic payment of your PSE bill through your bank. A $4.95 convenience fee will still be applied when customers choose to pay with a credit or debit card or by electronic check. This fee pays the vendor for processing the charge-card payments.
I tried to pay my bill online, but the MyPSE Account tools were down for a system upgrade. Will my account incur a late fee or will my service be disconnected because I didn't make a payment while the online tools were down?
No, you can pay your bill online now without penalty.
More Payment Questions » Will my autopay selections automatically start with the new system?
Yes. The new system will process your payment the same as usual.
Will I receive a reminder of the change? I have paperless billing and pay via my bank, so I'll want to update my account number ahead of time.
PSE paperless customers enrolled in MyPSE Account will receive a message along with their emailed bill-notification that provides information about the new 12-digit account number. Through MyPSE Account and your bank, your old account information will automatically switch over to our new system. (It’s always a good idea to update your records with the new account number.) Your new 12-digit account number went into effect April 1 and will appear on your next paperless statement.
[Hide questions] Multi-Premise Statements (Collective Billing)
Why am I receiving more than one statement for my accounts when I used to only receive one?
Customers with multiple service addresses will now receive a separate billing statement for each location or unit where PSE provides service to your account. The separate statements will help you better analyze your energy usage at each location or unit and provide you with more timely information for the period specified on each statement.
More Multi-Premise Questions » How can I switch back to having all of my statements on one bill?
At this time, it won’t be possible to consolidate your billing statements for multiple locations. However, signing up for our paperless billing options will eliminate multiple paper statements. You can view and pay your bills online and schedule when you want to receive and pay them. You also can view your daily energy-use activities and compare your month-to-month costs.
You can also pay multiple statements with a single check. Just be sure to include all the stubs and your check in one envelope.
Can I schedule the date for my bills to be received all at once?
Please call us at 1-888-225-5773 if you would like to schedule when you receive and pay your statements.
What are my options to avoid receiving these paper statements?
You can eliminate the paper versions of your PSE bills by enrolling in a paperless billing option.
You can sign up to pay your energy bill online with PSE’s free online services.
Once you register, sign up for "Go Paperless." You can view and pay your bills online and schedule when you want to receive and pay them. You also can view your daily energy-use activities and compare your month-to-month costs.
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