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Refunds and Credits

Refunds and Credits (Section 280.110)
Credit Due to Customer Because of Billing Error
While it is not typical for there to be errors with the accuracy of your billing, there may be times when we must bill you for service not previously calculated. If a refund or credit is due to you because of a billing error on our part, we will issue that credit or refund to your account for the full period of time during which the overcharge occurred.

We will retain billing records that would allow us to determine if a refund or credit is owed, for up to two years.

Unless there is a refund or credit to be given under Illinois Commerce Commission order, we will not issue a refund or credit to a customer who was not the customer of record during the time the refund or credit was extended.

Overpayment Made By Customer
Should an overpayment be made on your account in error by you, we will make an itemized note of that credit balance on your next bill.

If you request reimbursement of that overpayment, we will be happy to send you the refund within ten business days of confirming the overpayment, so long as the amount is more than 25% of your average monthly bill.
**Note that overpayments made on the account by a state or federal assistance agency will be handled directly with that agency.

For more detail about the regulation for how interest on overpayments will be calculated, read section 280.110 of the full administrative code.

Implemented March 2016

Understand Further What’s Changed