BearBills - Frequently Asked Questions

Signup

I’ve signed up, but I can’t log in!

Don’t worry, you probably just have not had your online account activated yet. You most likely have not received your first bills yet. You will get login information via e-mail before your first BearBill comes. If you get your first bill and still haven’t received your login information, just let us know.

I need to be added to my roommates’ bill!

Click the following link and fill out the information for the same address as your roommates: http://bearbills.com/signup.aspx. We will get you matched up through your address, and you’ll be included on the next BearBill, depending on your start date.

I signed up for the wrong address, and now I have a bill for it. Do I have to pay it?

Yes, you do. Unfortunately, we can’t tell if you’re signing up for the right address or not. If you ask for electricity service at an address by signing up online, and you don’t cancel it immediately, you will need to pay for any usage that accrued at that address.

What is your electricity rate?

Our rate, like any other electricity rate, can fluctuate throughout the day with the price of natural gas. Once you sign up with us, however, that rate is locked in and will not go up. To see our rates, start the signup process online. You do not have to finish signing up if you do not want to.

Do you have the cheapest electricity rate?

Not necessarily. Our rate is competitive, and we waive electricity deposits, but we cannot always promise that it will be the lowest rate out there. Our main value is the bill combining and splitting service, and that is what we do best.

Do you waive all deposits?

No, we only waive the electricity deposit. You may have to pay deposits to other providers.

I need electricity on today! Can I get it on today?

We can have electricity on in 24-48 hours, on business days. Electric providers won’t turn on or off power over weekends or holidays, which is also why we’re closed on weekends and holidays. If you sign up before noon, most likely we can have power on by the end of the day—but it may be the next business day.

What if the place I am living has a utility included in the rent?

Sorry, we normally can’t include bills that are included in the rent. If your apartment complex is big enough, we may be able to work something out. Have your property manager get in touch with BearBills: info@bearbills.com.

What if I need to move in earlier than I thought—can I change my start date?

Please let us know in writing what you would like your move-in date changed to. Please send an e-mail to info@bearbills.com.

Once I have signed up for BearBills, are my utilities automatically set up?

No. We will provide instructions on how to set up your utilities based on your address and the utilities you selected during the application process.

Account Information

I forgot my password/I’m locked out of my account.

Click the following link to have your information sent to you: Reset your Password. If this doesn’t work, e-mail us at info@bearbills.com to unlock it for you.

I need to change my payment information online.

Please click the following link, then use the instructions on that page to update your information: Update your Information.

I tried to pay my bill online, but I’m getting notifications that my account is bad.

Make sure your information is entered correctly online—you’d be surprised at how many payments don’t go through just because the information is not entered just like we ask for it. If there are two names on a bank account, only list one. If payments are not going through due to insufficient funds, please get funds into that account and try again.

I called, but no one called me back!

Please be sure to leave a voice message. We can’t call you back if we don’t have a message. The surest way to get in touch with us is usually through e-mail, though. You can usually expect a response to a phone message or e-mail in 1-2 business days.

Billing

Hey, my percentages are wrong!

Have all of your roommates signed up with BearBills? They must sign up so we can have their personal information. We cannot send bills to customers who haven’t accepted our agreement. Have the roommates who were not included e-mail us at info@bearbills.com to be included on the bill. Keep in mind, the bills you receive are for the previous month’s usage.

What period of time does this bill cover?

Your electricity bill details online give you the usage dates for your electricity bills. For any other utility, though, you will need to check with the provider. We just receive and split the bills. Most of the time, you will still receive paper copies of your utility bills in the mail, you can check those too.

My bill is too high!

We don’t make the amounts; we only send you what we receive from the providers. If your electricity bill seems high, check your usage online. If your usage is higher than the previous month, your bill will be higher. You can monitor your usage at www.smartmetertexas.com. Just e-mail info@bearbills.com to request your ESI and Meter No. For any other utility than electricity, please contact your provider. They’re the ones making your bill, so they will have the details on it.

What if my roommate doesn’t pay on time?

The unpaid balance will roll over to the remaining roommates. Be sure to sign a lease with roommates you trust. BearBills cannot cover unpaid balances for roommates.

What if my roommate doesn’t pay at all?

You’ll be responsible for covering their portion. BearBills cannot cover unpaid balances for roommates.

Why do I keep getting bill notifications? I already moved out!

Most likely, you still have an unpaid balance from your earlier address. Either the providers sent us a bill late, or you simply did not pay your final bill. Keep in mind, bills usually come a month late. If you move out in August, your last bill will probably not come until September.

Can I get a payment extension? I won’t get paid until after the due date.

Sorry, no payment extensions. We’ve already paid all of those bills to the providers, so need to collect payment on time to continue your service.

My power’s not turned on/I paid my bill but power went off!

Make sure your breakers are turned on, and that the switch on your meter outside is flipped to “On.” If this doesn’t fix it, you could have a bad meter. Contact Oncor at 888-313-6862. Oncor starts and stops meters, and reads them each month—they’re the only ones that can do anything about a broken meter.

How do I add another utility to my account?

For water, contact Waco Water at 254-299-2489 and set water@bearbills.com as your e-bill recipient. Your first bill through us may be higher than normal due to starting deposits. For gas, contact Atmos Energy at 888-286-6700 and set gas@bearbills.com as your e-bill recipient. You will need to pay some deposits up front. For cable/internet through Grande, call BearBills at 254-230-0199 to set up. For cable/internet through Time Warner, call 254-776-1141 to set up. Once service is started, you will need to pay the first month’s bill to Time Warner. E-mail the account name and number to cable@bearbills.com.

How do I pay my bill?

When you sign up with BearBills, you’ll enter a checking account or credit card information to keep on file. You can choose to have your BearBill paid automatically from one of these accounts, or you can make one-time payments on-line from a bank account or a credit card. If you don’t want to pay online, you can mail in cash, checks, or money orders. Our mailing address is: BearBills
PO Box 370
Waco, Texas 76703

How are bills split?

By default, they are all split equally among however many roommates have signed-up. If you want to change the percentages, we’ll need to have a request in writing from each of the roommates.

When is my bill due?

Your bill will be created for you on the same date each month. You’ll have ten (10) days to pay. You can access your due date by logging into your account and navigating to the My Bill page.

I just got a bill from the utility company in the mail. Do I pay it?

NO! You may still receive hard copies of your utility bills in the mail, please keep these for your records.

What if I feel that my utility bill is not right?

If you have a question about your electricity bill, we can answer limited questions. If you have a question about any other utility company, you’ll need to contact them directly. We simply bill you the amount that we receive from the utility companies, we are not actually the “go-between” in discussing problems or complaints. We are a concierge service, not a middle man. Check your last BearBill to see who your utility providers are.

What if my BearBill doesn’t match the amount of my utility bill?

If the amount you see on your utility bill is different than the amount you have on your BearBill, please email info@bearbills.com with your name, property address, and a description of the discrepancy.

I am not living there this summer, so why did I get a bill?

This can occur if you signed up and put your start date earlier than your actual move-in date. Have the roommates who are there over the summer e-mail us to excuse you from the summer bills. If no one is living there, then unfortunately, you’ll all have to pay for that usage.

What if my roommates use a utility, but I don’t want to pay for it?

Once you have signed up with BearBills, you and your roommates can e-mail us to change your percentages. All roommates will have to agree to a change, though, so make sure you talk about this.

For Parents

How do I get set up to pay my son or daughter’s bill?

You will need to use your son or daughter’s e-mail and password so that you can view their bill. You can have your son or daughter enter your checking or credit card information to pay their bill each month.

Why can’t I have the bill/account in my name when I’m paying my son or daughter’s bill?

Just as in a lease contract, your son or daughter signed the contract with us, so they will have it in their name. But, you are still able to pay on their behalf. You can have your son or daughter enter your checking or credit card information to pay their bill each month.

I can’t view my son or daughter’s bill, and I’m the one paying for it!

You’ll need to get their username and password from them. We cannot give out customer information, so check with your son or daughter.

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