Financial hardship can strike anyone at any time, and can result in overdue electricity bill payments. Keeping our customers connected is our top priority, which is why we offer late payment options to help you avoid disconnections and added stress.
If your electricity bill is overdue, we will send you an Overdue Reminder Notice. If you receive a notice, please contact our Customer Care team at 1-888-420-0070, Monday to Friday, between 8:30 a.m. and 4:30 p.m., or email us at customercare@elexiconenergy.com. A member of our Customer Care team will discuss payment options with you. Payment options may include an Ontario Energy Board prescribed Arrears Payment Agreement or an equal monthly payment plan to help better manage your expenses.
If your account continues to remain unpaid after receiving a late payment notice, a disconnection notice will be sent to you. The disconnection notice will outline your payment timeframe. If payment is not received within this timeframe Elexicon may disconnect your electricity service. We will not disconnect your service without first sending a disconnection notice.
If you have received a disconnection notice, please contact us as soon as possible to discuss payment options and payment arrangement schedules.
At least two days in advance of disconnection, you will receive an automated telephone message as an attempt to contact you to discuss your account and bill payment options. Please ensure that we have your current contact information by contacting our Customer Care team. Please note that a disconnection may take place whether or not you are at the premises.
Be aware of fraud calls from scammers. Elexicon Energy does not request payment in cash, gift cards or Bitcoin. Do not give out personal information. If you have any concerns with whom you’re speaking to, hang up and call Elexicon Energy directly for assistance.
Elexicon will not disconnect your electricity service during extreme temperatures (such as a heat alert on the scheduled disconnection day) and during the winter, from November 15th to April 30th.
From November 15th to April 30th, electricity utilities are banned from disconnecting residential customers solely for non-payment. Despite this, please be aware that you are still responsible for unpaid amounts. Please contact us as soon as you miss a payment to avoid disconnection.
