AutoPay FAQs

Getting Started

How do I sign up?

AutoPay just got easier with a quick and easy online AutoPay enrollment. We make this process easy so that you can set it and forget it.

If you prefer to complete a paper form, please call our Customer Operations Center at 888-216-3523.

When will AutoPay start paying my bills?

Online AutoPay enrollment will begin with the due date on your current or next bill based on the selection chosen in the enrollment process. There are circumstances where only the next bill will be an option to allow for the bank validation to occur.

Please allow 4-6 weeks for processing mailed enrollment forms. Please watch for bill messages on the second page of your bill to let you know when it will start.

Where can I find the status of my enrollment?

You can see the enrollment status in the Billing & Payment Options section on the account summary page. AutoPay online enrollments can take up to 4 business days to process. This allows for processing and validation of your banking information.

If you mailed a paper enrollment form, please allow 4-6 weeks for this to appear on the account summary page.

Are there any hidden charges?

No. AutoPay is free to sign up, free to activate, and free to use.

Why am I unable to choose to pay my current bill with AutoPay?

Verifying your payment information with your bank takes a little time, so this isn't always available and depends on where you are in your bill cycle. This is an important step to ensure that you have a set it and forget it experience.

Payments & Notifications

When will a monthly payment be withdrawn from my account?

A payment will be withdrawn from your chosen checking/savings account on the bill due date. We will also send you relevant notifications prior to the withdrawal so you can ensure funds are available.

How will I know my bills are being paid?

You will receive an electronic notification based on your notification preferences for all AutoPay sign up and payment activities including:

  • When you have successfully enrolled in AutoPay.
  • When your withdrawal date is approaching.
  • When your bill is paid.
What if there’s not enough money in my account?

You will receive electronic reminder notifications before each payment to help you plan if you are enrolled in our Billing and Payment Alerts.

Please feel free to call our Customer Operations Center at 888-216-3523 which is always available to discuss your options. With 4 or more business days’ notice prior to your payment, we can cancel an upcoming withdrawal.

Please note, in the event of a returned payment, you would be responsible for any return fees from the financial institution and AEP.

What if I move or change banks?

If you move and continue to receive service from us, you can request to transfer and have the AutoPay continue at your new location.

If you move and no longer receive service from us, your final bill will be deducted through AutoPay.

You can edit your bank account details online or by contacting our Customer Operations Center at 888-216-3523.

Can I make a payment before the withdrawal date?

Yes. You can make a payment for any portion of the amount due prior to the withdrawal date. These payments need to post to your account at least 3 business days prior to the withdrawal to reduce the regular payment withdrawal amount.

How much does AutoPay withdraw each month?

AutoPay withdraws the full balance shown on your bill on the due date. We will never withdraw more than the amount that was stated on your billing statement.

Manage & Update

How can I change my bank account details?

You can edit your bank account details online or by contacting our Customer Operations Center at 888-216-3523.

Can I suspend AutoPay for a while?

Yes. Please contact our Customer Operations Center at 888-216-3523 to discuss your AutoPay options.

How do I cancel AutoPay?

You can unenroll from the plan online or by contacting our Customer Operations Center at 888-216-3523. Your records will be updated, and you will take responsibility for future bill payments.

Just remember any payment changes would need 4 or more business days’ notice prior to an upcoming withdrawal.

Still have a questions?

You can send us an email or call our Customer Operations Center at 888-216-3523 to get assistance with any additional questions.