Payment Frequently Asked Questions

Frequently Asked Questions - Payment Vendor Transition

• What is happening?

  This year, we are transitioning to a new third-party electronic payment processor, ACI Speedpay. 

• Why is FirstEnergy changing its third-party electronic payment processor?

  This change is part of our commitment to improving your experience, including offering you new payment options like PayPal and Venmo. Throughout this transition, you can continue to expect the same level of support and security from FirstEnergy.   

• What is the timeline for the transition?

  The transition will occur in two phases. This spring, payments made by credit card or debit card will be processed through ACI Speedpay. Later in 2024, additional electronic payment options will be transitioned.

• I’m enrolled in automatic payments. What does this change mean for me?

  Our goal is to make the transition as seamless as possible. If you are enrolled in automatic payments, you will be transitioned into the AutoPay Credit Card or AutoPay Bank Account programs, and your payment will be processed as normal.

  If you see any problems in the way your automatic payment is withdrawn after the transition, please contact us and a member of our team will be happy to assist you.

  You will see changes to the way the charge appears on your credit card or bank account statement. The descriptor will now appear as firstenergycorp.com. You can continue to expect the same level of security when making your payments with FirstEnergy. 

• I pay my bill manually each month. What does this change mean for me?

  If you make individual monthly payments, you’ll still be able to pay with a one-time online payment or by giving us a call and using our automated phone system. Note that service fees, charged by the third-party payment vendor, will still apply for one-time payments.

  You will see changes to the way the charge appears on your credit card or bank account statement. The descriptor will now appear as firstenergycorp.com. You can continue to expect the same level of security when making your payments with FirstEnergy. 

• I pay my bill through bank draft (ACH). What does this change mean for me?

  If you pay your bill by bank draft (ACH), you can continue to use this payment method as normal. 

• Will service fees for one-time payments be changing?

  Yes, there will be some changes in the fees charged by the third-party payment vendor starting later in 2024. These will only apply to one-time payments. Residential customers who are enrolled in automatic payments (AutoPay Credit Card and AutoPay Bank Account programs) and commercial customers enrolled in the AutoPay Bank Account program will not be charged fees.  

  • For residential customers, the third-party fee for a one-time credit or debit card payment will decrease from $4.75 per transaction to $2.75 per transaction.
  • For commercial customers, the third-party fee for a one-time credit or debit card payment will decrease from 3% to 2.75% of the total transaction.
  • There will be a new fee of 50 cents per transaction for both residential and commercial customers making one-time payments by electronic check (ACH).

  
  You can avoid all one-time payment service fees from our third-party payment vendor and stay current on your energy bill by enrolling in our AutoPay Credit Card or AutoPay Bank Account programs. As we continue to expand our electronic payment options, we will work to balance service fees charged by third-party vendors with our customers’ preferences. 

• Are you adding or removing any existing payment methods?

  While this change means we will no longer be able to process payments via text or by Boost, we are excited to now be able to accept payment through PayPal and Venmo. We will continue working to offer payment options that best serve our customers.  

• Should I do anything differently?

  If you’re currently enrolled in automatic payments (AutoPay Credit Card and AutoPay Bank Account programs) with your debit or credit card, your information will be automatically transitioned and processed as normal. If you pay your bill by bank draft (ACH), you can continue to use this payment method as normal without charge.

  We will no longer be able to accept payments through text or Boost. If you currently use these methods, we encourage you to explore one of our many other payment options. 

• Can I continue to mail in a check or call to make my payment?

  Yes, you can continue to mail in a check or give us a call to pay your bill each month through our automated phone system. View more information on all the ways to pay.

• What other changes will I see?

  You will see changes to the way the charge appears on your credit card or bank account statement. The descriptor will now include firstenergycorp.com. You can continue to expect the same level of security when making your payments with FirstEnergy. 

• What if I need help paying my bill?

  We understand there are many reasons you may be struggling with home energy costs, and we want to help. See if you qualify for assistance programs or a payment arrangement.

• Can I continue to manage multiple linked accounts under the same online registration?

  If you currently manage multiple linked accounts under your online registration, you will need to add a valid payment method and make payments on each account individually at the start of the transition. The ability to link multiple accounts will be coming in the future, and we will update you when this feature is available again. We appreciate your flexibility throughout this transition.  

• What should I do if I need help?

  If you notice a problem during the transition of your account or have questions about what will be transferred, please contact us and a member of our team will be happy to assist you.