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Consumers Energy Smoothly Transitions to Fee-Based Card Payment Structure

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In October 2023, Consumers Energy implemented a per-transaction fee for customers who pay their energy bill via credit or debit card. The change implemented a fairer cost distribution between residential and non-residential customers who choose to pay with a credit card versus those who use fee-free payment methods, and it addressed an annualized shortfall in expense recovery. Through these efforts Consumers Energy saved $15.8 million and was able to remove the burden from low- and moderate-income customers who previously subsidized those that opted for card-based payments.

This program has been recognized with a Gold Award for Billing and Payment in Chartwell's 2024 Best Practices Awards.

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Billing and Payment Chartwell Best Practices Awards Consumers Energy credit card fees customer billing experience increased operational efficiency

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