Customer Service Information and Billing System Update
In May 2012, Hawaiian Electric, Maui Electric, and Hawaii Electric Light Company installed a new customer service information and billing system that allows us to serve you better. The system is used to collect customer account information, gather monthly electricity use data, create bills, and process payments.
During this transition, many customers have had a difficult time reaching our customer service department. We sincerely apologize if this has happened to you. We know it is very frustrating not to reach someone to answer your questions and concerns in a timely manner. Your time is valuable, and the delays and difficulties in reaching us are simply unacceptable. Read more about what we are doing to improve and alternative methods for reaching a Customer Service representative.
As a result of the new computer system, some changes have occurred:
New account number
As part of the transition, you have been issued a new, 12-digit account number. It appeared on your monthly electric bills starting in June.
Billing statement
There are slight changes to your monthly electric bill. On the first page of your bill you will see a summary of your account, energy use data for the billing period, and your energy use profile. The detailed list of charges for the billing period will be presented on the back of the page. For your convenience, a brochure explaining how to read the new bill was included with your June electric bill. You can also link to the “Understanding your Electric Bill” brochure online from the table above.
Automatic Bill Payment
If you pay your monthly bill automatically from your checking or saving account through our Automatic Bill Payment system, electric bill payments will continue to be deducted from your designated bank. No action is required on your part for this service to continue.
If you had previously received a bill notification online, you will need to re-register for that service. Please read the “Online customers” section below.
Bill notification online
Customers who had previously received their bill notification online will need to re-register for that service. Read the “Online customers” section below for more about re-registering for service.
Have been assigned new account numbers, provided on your June billing statement.
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If you currently view your commercial electric bills online on our website, the new system will require you to re-register for this service.
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In order to re-establish an online account, small business customers are required to have a Personal Identification Number (PIN). If you do not already have a PIN, call our Customer Service center to get one established.
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Read the “Online customers” section below for more information about re-registering and other online services.
Large business customers
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Have been assigned new account numbers, provided starting on the June billing statement.
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Who currently use MyBiz for online services will continue with that service.
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Can contact their Account Manager with any questions.
CheckFree customers
If you subscribe to CheckFree for online bill paying service, you should still be receiving notification of your new bills and can continue to make payments as usual via this service. If you experience any difficulty with this service, please contact CheckFree at www.mycheckfree.com or by calling 1-800-564-9184.
If you have not yet re-registered, you should have received printed bills since June. Locate your new 12-digit account number on the top center of your printed bill. You will be required to enter your new account number, and will be asked to create a user name and password. As you re-register, you will be able to specify how and where you would like to receive your bill, check on your current Automatic Bill Payment service or sign up for the service, and access multiple electric accounts, if applicable. If you choose not to re-register for online service, you will receive printed bills at the mailing address you previously specified.
Setting up a new Online Customer Service account
To set up a new Online Customer Service account, you will need your new, 12-digit electric service account number and an email address where the company can contact you with account information or new bill notification.
You can find your new, 12-digit account number on the top center of your monthly electric bills starting in June, or by calling your local Customer Service Center. Please remember that due to the normal familiarization period when transitioning to any new software system, you will experience delays in reaching a customer service representative.
New online services offered
Starting June 2012, customers registered with the new Online Customer Service Center will be able to:
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View their bills online
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Start, stop, or move electric service
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View their current balance, which will be automatically updated as payments are received
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Update their customer information (mailing address, contact information)
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Sign up for paperless billing
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Sign up for Automatic Bill Payment service
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View their meter reading schedule.
Specialized billing
If you have special electricity rates or services and previously received either two bills or a supplemental data sheet, you will now receive one billing statement. This includes those of you who are billed under the Electric Vehicle, Net Energy Metering, Solar Saver, or Time-Of-Use programs, varying slightly per company.
Walk-in customers
Customers who visit one of our Hawaiian Electric, Maui Electric, or Hawaii Electric Light Company Customer Service lobbies to pay their bills will receive a newly formatted printed receipt for payment.
Comments or questions?
Customers with comments or questions regarding the customer service information and billing system may contact the company via the online customer service center. Customer service staff will respond within four business days.
