Understanding Your BTES Billing Cycle

By Leslie Blevins, Public Relations and Communications Manager

When I first moved out on my own at the wise, old age of 18, I had a lot of things to learn – and fast! One of the things I look back on now and roll my eyes at was my understanding of paying bills. I have a vivid memory of receiving a disconnect notice from BTES and thinking to myself, "But I put it in the mail on the due date..."

Thankfully, I was able to call and speak with a Customer Experience Professional who politely explained that payments must reach the BTES office by the due date (not just be in the mail on its way!). If payment isn't received on time, a disconnect notice is automatically sent out, which includes late fees. I never made that mistake again and was grateful for the clear explanation of the billing cycle so I could be better prepared in the future.

If you happen to miss your due date, don’t panic. Understanding the billing cycle can help you navigate what happens next and how to avoid late fees or service interruptions in the future. In this post, we’ll walk you through BTES’ billing cycle process.

Beginning of the Billing Cycle

The billing cycle begins when your meter is read. The date of your meter reading may fluctuate from month to month due to weekends and holidays. For most accounts, once your meter is read, we generate your bill and mail it the following day. If you’re signed up for e-bill, you’ll receive your bill via email on the same day your paper bill is mailed.

Due Date and Payment Options

Your due date is at least 15 days after your bill is mailed or emailed. If you’ve enrolled in text and/or email alerts, you’ll receive a “due date reminder” 1 to 10 days before your bill is due, depending on how you’ve set this up.

Over 85% of our customers pay on or before their due date, including more than 10,500 customers who use automatic bank draft. With automatic bank draft, the bill is still sent via email and/or paper and the draft is processed the day before your due date.

Late Fees and Disconnect Notices

If you’re unable to pay your bill by the due date, a 5% late fee will apply, and a disconnect notice will be mailed/emailed to you. For customers on text and/or email alerts, a “past due date” reminder will be sent the day after the due date.

The disconnect notice will provide the last day to pay before your account may be disconnected, along with the outstanding balance, including any late fees. As long as payment is received in full by the close of business on the last day to pay, your service will remain connected. However, if we do not receive full payment by that day, your account may be disconnected, and a collection fee will be added.

If your account is disconnected, all past-due charges, a collection fee, a reconnection charge, and a deposit are required to have your service reconnected.

Automated Account Manager

Our Automated Account Manager is a great resource for managing your account and can be reached by calling 423-968-1526 and selecting option 6. From there, payments can be made via credit/debit card or e-check (Option 1). You can also check your balance, due date, and last day to pay (Option 2) or request payment arrangements (Option 3). Payment arrangements must be requested on or before the last day to pay, and eligibility will depend on the specifics of your account.

Customer Portal & BTES Mobile App

Our Customer Portal and Mobile App are other great resources for managing your account. You can check your balance, due date, and last day to pay, as well as make payments via credit/debit card or e-check.

In summary, understanding your billing cycle helps to avoid late fees and service interruptions. Keeping track of your meter reading date, due date, and available payment options, helps you to stay on top of your account and avoid any surprises.