FirstEnergy has announced a significant change in its electronic payment options, aiming to enhance customer experience and convenience. The company is introducing a new third-party electronic payment processor, ACI Speedpay®, to offer more flexibility to customers when it comes to paying their bills.
Michelle Henry, Senior Vice President of Customer Experience at FirstEnergy, emphasized the importance of time for customers, stating, “We know time is a precious commodity for all of us, and that’s why we want to make it easy for you to pay your bill quickly and securely.”
The transition to the new payment processor will occur in two phases, starting with the acceptance of credit and debit card payments this spring. As part of this phase, FirstEnergy will also begin accepting payments through popular platforms like Venmo and PayPal, providing customers with additional payment options. Later in the year, more electronic payment options such as bank draft/ACH will be processed through ACI Speedpay.
For customers making one-time payments, there will be changes in fees later in 2024. The fees, imposed by the new third-party processor, will vary for residential and commercial customers. Residential customers will see a decrease in the third-party service fee for credit or debit card payments from $4.75 to $2.75 per transaction. Commercial customers will experience a decrease in the fee from 3% to 2.75% of the total transaction. Additionally, there will be a new service fee of 50 cents per transaction for electronic check (ACH) payments.
To avoid fees associated with one-time payments, customers are encouraged to enroll in the AutoPay Credit Card or AutoPay Bank Account programs. These programs not only help in staying up to date with electric bills but also assist in avoiding third-party service fees.
Michelle Henry reassured customers by stating, “We’re here to support you every step of the way. We are relentlessly reviewing our processes to provide the best possible experience for our valued customers.”
Customers who are enrolled in automatic payments will be seamlessly transitioned into the AutoPay Credit Card or AutoPay Bank Account programs. While alternative payment methods like text or Boost will no longer be accepted, customers are encouraged to explore other available payment options.
For further information and updates on the new electronic payment platform and its features, customers can visit firstenergycorp.com/payFAQ. FirstEnergy remains committed to providing the same level of support and security during this transition to ensure a smooth payment experience for all customers.