Important update for customers who receive a combined Liberty bill

We’re making a change to respond to customer feedback and improve your customer experience, and we want to keep you informed. There is no action you need to take.

What’s changing?
If you receive one bill for multiple accounts, we’ll now read your meters around the same time. Customers shared that it was confusing to receive a bill with different billing periods for each meter – we heard them, and we are adjusting our meter reading and billing cycles to fix this.

What to expect with this transition:

  • Your bill may arrive a little earlier or later than in the past. You’ll have the regular amount of time to pay.
    • If you are an autopay customer, your bill will continue to draft on the due date included on your bill. Contact our Customer Care team if you'd like to set up a payment arrangement.  
  • You may receive two bills in one month during the transition. However, they’ll cover different billing periods. This should happen only once as we make the switch to our new process.
    • If you are an autopay customer, you may have two bills draft in a short period of time. Contact our Customer Care team if you'd like to set up a payment arrangement. 
  • Your first bill under the new process may have more or fewer service days than usual. This should happen only once as we make the switch to our new process. 
  • Going forward, all meters on your bill will be read around the same time and have the same billing period, making your bill easier to understand.

How to check your billing dates:
Each bill shows the billing period for your meters. You can find the billing period information on your bill directly above the “What am I paying for?” section. If you get two bills in one month because of this change, just compare the billing period dates — they’ll be different.

Why we’re making this change:
This new process helps us send bills more efficiently and makes it easier for you to understand your bill and track your usage, since all meters on the bill will have the same billing period.


Need help or have questions?
We’re here for you. Contact our Customer Care team at 1-800-206-2300 (Electric & Water) or 1-800-424-0427 (Gas).

Thank you for being a valued Liberty customer. We appreciate your patience as we work to improve your customer experience.