Details about deposits, the monthly billing cycle and service disconnection and reconnection
UniSource Energy Services may require from any present or prospective customer a deposit to guarantee the payment of bills. The deposit may be retained until service is discontinued and all bills have been paid. Residential customer deposits will not exceed two times the estimated average monthly bill. Deposits will automatically be credited to the customer's account after 12 consecutive months of service during which time the customer has not been delinquent more than two times.
The company may require a customer to pay a deposit if payment of three or more bills is delinquent within a consecutive 12-month period or if service has been disconnected for non-payment.
UniSource may review the customer's usage after service has been connected and adjust the deposit amount based upon the customer's actual usage.
A separate deposit may be required for each meter installed.
Waiver of deposit
A waiver of deposit may be granted depending on the following circumstances:
- If the customer has had service of a comparable nature with the company at another service location within the past two years and was not delinquent in payment during the last 12 consecutive months of service or was not disconnected for nonpayment, or
- The customer can produce a letter regarding credit verification from a utility where service of a comparable nature was last received stating that the customer had a timely payment history at time of service discontinuation, or
- The company receives a deposit guarantee notification from a social or governmental agency acceptable to the company.
UniSource bills customers monthly for services rendered. You pay for your service after you've used it. Meter reading will be scheduled for periods of not less than 25 days or more than 35 days. If we are unable to read the meter on the scheduled meter read date, we will estimate energy consumption for the billing period giving consideration to the following factors where applicable:
- The customer's usage during the same month of the previous year
- The amount of usage during the preceding month
If we are unable to read your meter, your bill will include a message below the read dates of the bill: An estimated meter read was used to calculate this bill.
Disconnect notice process
UniSource typically informs customers that their account is subject to disconnection with a notice on their bill. E-bill customers also receive an emailed notice, while UniSource mobile app users may receive an alert and message on their mobile device if they have agreed to allow the app to provide notifications.
Normally, if payment for a past due balance is not received before a scheduled termination date, an account would be eligible for a service disconnection. However, regulations approved in 2019 by the Arizona Corporation Commission (ACC) prevent residential service disconnections during the warmest time of the year from June 1 through October 15.
Under the ACC ruling, if your account has a past due balance on the bill you receive after Oct. 1, you must pay the full amount due or you will be enrolled in a payment arrangement to pay the full balance in installments. We have extended the payment arrangement period from four to six months to give customers extra time to pay the balance on their account.
During this time, you must pay the installment amount and your new monthly bills as you are responsible for paying for all of the energy you use.
Due to the extenuating circumstances created by the COVID-19 pandemic, UniSource also has voluntarily suspended late fees and service disconnections through the end of 2020 to provide additional support to our customers. Timely payment of your UniSource bill is the best way to avoid disconnection.
If you would like to make an immediate payment, please choose from the following options:
Pay in person
Please visit Walmart to pay in person. After payment is made, call Customer Care at 877-837-4968 to provide your payment confirmation number located on your receipt.
Pay by phone
To pay your gas bill by phone, call 1-800-284-9730.
To pay your electric bill by phone, call 1-800-285-4960.
Be ready to enter your account number, billing zip code and U.S. bank account and routing number.
Before electric and/or gas service can be reconnected after disconnection for non-payment, the delinquent portion of the bill and a separate reconnect fee must be paid in full. Additionally, a deposit may be required.
Once a payment has been made through a verifiable method, call UniSource at 877-837-4968, and Customer Care will issue a reconnect order. We cannot guarantee that service will be turned on the same day a payment is made.
Gas customers: An authorized adult 18 years of age or older must be at the premise at the time gas service is reconnected.
Electric customers: To determine if your electric service has been reconnected, the main breaker must be in the “on” position.
Questions regarding your bill?
Call Customer Care at 877-837-4968.
You have the right to contact the Arizona Corporation Commission if you are not satisfied with our findings regarding your bill.
Arizona Corporation Commission
1300 W. Washington St.
Phoenix, AZ 85007
Phone: 800-222-7000 or 602-542-4251