Frequently Asked Questions

Florida:

•      Why do I see sales tax on my statement if I am sales tax exempt?
  In the State of Florida, any manufacturer of tangible property produced for resale, utility companies, homeowner associations or an non-profit company can be exempt from sales tax. In order to claim this exemption, you must provide IEI with a Certificate of Exemption. If you have in depth sales tax questions, please refer to the Florida Department of Revenue 1-800-352-3671.
  
•      Why do I see gross receipts tax on my statement if I am sales tax exempt?
  Exemption from sales tax does not provide exemption from the State Tax on Gross Receipts, which is essentially income tax for business. The Florida Gross Receipts Tax is authorized by Chapter 203, Florida Statutes. This applies to both profit and non-profit organizations and goes to the Public Education Capital Outlay Fund, which helps fund the construction of public schools. If you have any in depth gross receipts tax questions, please refer to the Florida Department of Revenue 1-800-352-3671.
•      What are the current rates your offering?
  We do not offer standard rates for commercial customers. A commercial customer has many factors that affect the rates, including: usage patters, heating loads, volume, structure of building, etc. Each business has their own needs that have to be addressed individually. For all Industrial or Commercial rate requests, please contact us at 1-866-258-2290 between the hours of 8am - 7pm Monday through Friday.
•      What should I do if I sold my business?
  Please contact our Customer Service Department at 1-866-258-2290 between the hours of 8am - 7pm Monday through Friday. If the new owner has not yet set up their account, a commercial marketer will need to discuss the available options. If your not transferring services to the new owner, our customer service department needs to arrange for cancellation of services.
•      When will I receive my first bill?
  The first bill will be sent within four to six weeks after activation of services.
•      What should I do if I believe there is an error on my bill?
  If after reviewing the entire bill you have concerns with any of the charges, please contact our Customer Service Department at 866-285-2290, between the hours of 8am-7pm Monday through Friday
•      When will my last payment appear on my bill?
  If the bill is sent before the payment posts to the account, it will not be listed. The payment will appear on your next bill. However, if you received a disconnection notice, please contact our Customer Service Department at 1-866-258-2290 between the hours of 8am - 7pm Monday through Friday.
•      How may I make my utility payment?

  We have several methods for accepting payments. We offer the general Postal address, an overnight postal address and Western Union. In addition, through our customer service department, available at (877) 342-5434 in the Southeast and (800) 724-1880 in the Northeast, we offer the ability to make credit card and ACH payments over the phone.

  Our postal address is:
  P.O. Box 791263
  Baltimore, MD 21279-1263

  For overnight mail:
  Infinite Energy | Box #791263
  c/o SunTrust Bank, Inc.
  1000 Stewart Avenue
  Glen Burnie, MD 21061-3209

  Western Union Payment information:
  Western Union Quick Collect Online Payment: www.westernunion.com
  Western Union Phone Number: (800) 634-3422
  Please contact us for the City and State code prior to calling Western Union.

  Western Union Quick Collect service allows us to post your payment to your account within 24 hours.

  Western Union's Convenience Pay payments are non-trackable and therefore we will be able to post these types of payments to your account when the payment is received. Therefore, please allow 48 hours for Convenience Pay payments to post to your account.

  Please contact your local Western Union outlet to determine if they offer the Quick Collect payment option in-store.

Georgia:

•      When will I receive my first bill?
  The first bill will be sent within four to six weeks after activation of services.
•      What are standard charges that appear on the monthly billing?
  The bill includes four standard items: consumption charges, Atlanta Gas Light Company base charges, taxes and customer service fee.
•      Is the Customer Service fee a monthly charge?
  Yes, the customer service fee is a monthly charge.
•      What are the Atlanta Gas Light base charge?
  The base charges cover the maintenance and construction cost of the pipelines and equipment associated with distribution of natural gas directly to your home or business.
•      Why are my base charges so much higher than my neighbor's charges?
  Base charges are unique to each household or business and are calculated by how much gas is used during the coldest period of the prior year. This allows Atlanta Gas Light to ensure there is enough pipe and storage capacity to meet every customer's need in cold weather. The base charges for each location varies according to the size of the home or facility and the types of gas appliances or equipment used.
•      When will my last payment appear on my bill?
  If the bill is sent before the payment is posts to the account, it will not be listed. The payment will appear on your next bill. However, if you received a disconnection notice, please contact our Customer Service Department at 877-342-5435, between the hours of 8am-7pm Monday through Friday.
•      What should I do if I believe there is an error on my bill?
  If after reviewing the entire bill, you have concerns with any of the charges, please contact our Customer Service Department at 877-342-5434 between the hours of 8am-7pm Monday through Friday.
•      What options are available for financial assistance?
  There are several Energy Assistance organizations in the Georgia area that offer aid to qualified applicants. The following are a sample of some organizations that offer Energy Assistance: LIHEAP 800-869-1150, United Way 404-614-1000 (Inside Georgia 211) and Salvation Army 800-257-4273.
•      What options do Senior Citizens have?
  Senior citizens who are 65 years of age or older have a total annual combined household income of $14,355 or less are eligible for up to a $14 monthly discount on their Atlanta Gas Light Company base charge. For more information, please contact our Customer Service Department at 877-342-5434.
•      If I cannot afford to pay my bill by the due date, can I schedule a payment arrangement?
  We do offer a payment arrangement to those who meet the qualifications. To see if you qualify, please contact our Customer Service Department at 877-342-5434 between the hours of 8am - 7pm Monday through Friday.
•      When will the credit balance on my account be refunded to me?
  Infinite Energy will apply your refund toward any outstanding charges on your account. Any credit amount that remains, will be sent to you within 60 days from your last day of service.
  
•      Can I transfer my service to my new location?
  Infinite Energy services many areas within Georgia. Once you have confirmation of your new address, please contact us directly. If it is within our service area, we can verify the status on your account and review the requirements to continue your services. Please keep in mind that we are subject to the availability of Atlanta Light Gas for connection dates. Please contact us up to 30 days prior to the move to ensure your services are connected on your desired date.
•      What should I do if I smell gas?
  Natural gas smells like rotten eggs. If you detect a strong odor of gas in your home or business, you should leave immediately and call Atlanta Gas Light at 770-907-4231 or 1-877-427-4321 from a nearby phone. Outside gas odors should be reported right away. Do not try to locate the source yourself. Stay away from the location in question until it is declared safe to return by an Atlanta Gas Light field service representative.
•      What payment options does Infinite Energy offer?
  The following are acceptable payment options for your current bill: Check by phone, credit card, Western Union and money order. Check and credit card payments made over the phone, have a $4.95 processing charge. We offer free recurring payment option, that can be set up by one of our representatives.
•      If I have a recurring payment set up, what should I do if any of the payment information changes?
  It is your responsibility to inform us of any changes to your credit card or checking account. You may contact our Customer Service Representative to update your account with the new account information.
•      Why do I have a late fee on my bill?
  If your payment is not received by the due date on your bill, your account balance is past due. A late fee of the greater of $10.00 or 1.5% of the total balance may be assessed on your account.
•      When will I get my security deposit back?
  A deposit will be refunded to your after 6 consecutive timely payments or at anytime you voluntarily terminate service. The deposit will be applied toward any outstanding charges on your account. Any credit amount that remains will be sent to you within 60 days from your last date of service.
•      How may I make my utility payment?

  We have several methods for accepting payments. We offer the general Postal address, an overnight postal address and Western Union. In addition, through our customer service department, available at (877) 342-5434 in the Southeast and (800) 724-1880 in the Northeast, we offer the ability to make credit card and ACH payments over the phone.

  Our postal address is:
  P.O. Box 791263
  Baltimore, MD 21279-1263

  For overnight mail:
  Infinite Energy | Box #791263
  c/o SunTrust Bank, Inc.
  1000 Stewart Avenue
  Glen Burnie, MD 21061-3209

  Western Union Payment information:
  Western Union Quick Collect Online Payment: www.westernunion.com
  Western Union Phone Number: (800) 634-3422
  Please contact us for the City and State code prior to calling Western Union.

  Western Union Quick Collect service allows us to post your payment to your account within 24 hours.

  Western Union's Convenience Pay payments are non-trackable and therefore we will be able to post these types of payments to your account when the payment is received. Therefore, please allow 48 hours for Convenience Pay payments to post to your account.

  Please contact your local Western Union outlet to determine if they offer the Quick Collect payment option in-store.

New Jersey:

•      Is Budget Billing available from Intelligent?
  Budget billing is available and the details will be provided with your welcome letter. Basically, we take your monthly payment determined by multiplying the estimate of annual use provided to us by your utility by our fixed rate, dividing the result by 12 (For NFG and NJNG Only: and an estimate of your annual utility delivery charges by 12). This monthly payment is subject to review and change if necessary every four months to account for variations between the utility estimate and your actual use.
•      What are the consumer protections provide to New Jersey customers?
  The Electric Discount and Energy Competition Act provides NJ residential consumers with protections by setting rules that energy marketers must follow in acquiring and servicing customers. These rules are standards for advertising, marketing, credit, contracts and bills; handling complaints and account terminations. In addition, these rules protect the confidentiality of the information you are providing to us.
•      How will I know the monthly budget billing amount?
  We do this calculation after the utility provides us with the information we need so it will not be available until about the time we prepare your first bill. If you are concerned that the amount you see on that first bill may be incorrect, call us and we will discuss it with you.
•      How can Intelligent Energy guarantee a fixed price?
  Intelligent Energy is able to purchase the volumes of gas it needs to service customers in any future month at a price currently available for future months in the natural gas market. Natural gas futures are traded on the New York Mercantile Exchange and the price we get today is guaranteed in the future by the exchange as it is for many traded commodities.
•      Who is Intelligent Energy?
  Intelligent Energy is also known as Infinite Energy outside of the New York area. We have been in business since 1994. We supply Natural Gas directly to homes, businesses and to wholesale buyers who resell the gas to their customers and use gas to generate power. Our knowledge and sophistication allows us to provide our Northeast customers with 100% reliable gas supply at a price that will not change up to 5 years.
•      I smell gas and have a possible gas leak?
  If you detect a strong odor of gas in your home, you should leave immediately and call your utility from a neighbor's house. If you detect a strong odor of gas outside, call your utility and provide the address nearest to where you detected the odor.
•      What is the Service Fee?
  Intelligent Energy's Service Charge is designed to cover our costs related to developing and maintaining our 3 year fixed price - a sophisticated gas supply service that differentiates Intelligent from the utility and our other competitors. You may have noticed that your utility has a similar minimum or base charge even though they do not offer the same valuable pricing arrangement.
•      Your price is in therms and my utility bill is in CCF's. What is the difference?
  Natural Gas is generally sold in units called therms, which is a measure of the heating value of gas. Your utility still uses CCF, which literally means 100 cubic feet - a measure of volume. The conversion factor is generally 1.025 to 1.050 therms per CCF. To convert our price to CCF, you would multiply it by the utility's conversion factor.
•      Is Intelligent Energy recognized by the NJ Board of Public Utilities as an eligible energy service company?
  Yes, we are recognized as eligible by the PSC and authorized to sell Natural Gas in the PSE&G, New Jersey Natural, Elizabethtown GA and South Jersey Gas territories. (Note: Our license number is GSL-0076).
•      How much money am I going to save? (Note: Fixed Rate Only.)
  Intelligent Energy does not guarantee savings; we guarantee price protection. The utility price changes each month and is subject to cost set by the marketplace. With Intelligent Energy, the price we offer you will be the price you pay every single month for the entire term of the fixed price agreement.
•      Why is there a Breach of Contract Fee?
  Intelligent Energy will be purchasing up to 60 months of gas we estimate you will use right away to assure that your price is protected during the entire period. If you were to terminate your contract early, we would face the risk that the gas we purchased now would have declined in value leaving us with a financial loss. All we ask is that you honor this valuable contract just as we will.
•      Which services previously provided to me by the utility will I still receive from them?
  The utility will continue to read your meter, deliver gas you purchase from Intelligent to your location, respond to emergency calls and provide your lower utility bill, which excludes the gas cost and answer any questions relating to your service just as they do today.
  
•      What can I do to avoid the time and expense involved in paying a second bill for gas service?
  Intelligent can accept payments automatically drawn from your checking account or major credit card within a few days of our mailing your monthly invoice. This will save checking fees, postage expense and your time.
•      How may I make my utility payment?

  We have several methods for accepting payments. We offer the general Postal address, an overnight postal address and Western Union. In addition, through our customer service department, available at (877) 342-5434 in the Southeast and (800) 724-1880 in the Northeast, we offer the ability to make credit card and ACH payments over the phone.

  Our postal address is:
  P.O. Box 791263
  Baltimore, MD 21279-1263

  For overnight mail:
  Infinite Energy | Box #791263
  c/o SunTrust Bank, Inc.
  1000 Stewart Avenue
  Glen Burnie, MD 21061-3209

  Western Union Payment information:
  Western Union Quick Collect Online Payment: www.westernunion.com
  Western Union Phone Number: (800) 634-3422
  Please contact us for the City and State code prior to calling Western Union.

  Western Union Quick Collect service allows us to post your payment to your account within 24 hours.

  Western Union's Convenience Pay payments are non-trackable and therefore we will be able to post these types of payments to your account when the payment is received. Therefore, please allow 48 hours for Convenience Pay payments to post to your account.

  Please contact your local Western Union outlet to determine if they offer the Quick Collect payment option in-store.

New York:

•      What can I do to avoid the time and expense involved in paying a second bill for gas service?
  Intelligent can accept payment automatically from your checking account or major credit card within a few days of our mailing of your monthly invoice. This will save checking fees, postage expense and your time.
•      How does the utility get paid, if the only bill I get is from Intelligent Energy?

  We have a special arrangement with your utility. They will bill us for your delivery service charges and we will pay them directly.

•      I smell gas and have a possible gas leak?
  If you detect a strong odor of gas in your home, you should leave immediately and call your utility from a neighbor's house. If you detect a strong odor of gas outside, call your utility and provide the address nearest to where you detected the odor.
•      Is Budget Billing available from Intelligent?
  Budget billing is available and the details will be provided with your welcome letter. Basically, we take your monthly payment determined by multiplying the estimate of annual use provided to us by your utility by our fixed rate, dividing the result by 12 (for NFG and NJN Only: and an estimate of your annual utility delivery charges divided by 12). This monthly payment is subject to review and change if necessary every four months to account for variations between the utility estimate and your actual use.
•      What are the consumer protections provided to New York Customers?
  HEFPA provides NY State residential consumers with protections concerning termination of service with particular emphasis on customers with medical difficulties disabilities, financial difficulty and those who are elderly. It provides mechanisms for deferred payment of overdue amounts, protection of heating service for tenants, rules for applying late payment charges and rules for the contents of your bill among other items.
•      How will I know the monthly budget billing amount?
  We do this calculation after the utility provides us with the information we need so it will not be available until about the time we prepare your first bill. If you are concerned that the amount you see on the first bill may be incorrect, call us and we will discuss it with you.
•      How can Intelligent Energy guarantee a fixed price?
  Intelligent Energy is able to purchase the volumes of gas it needs to service customers in any future month at a price currently available for future months in the natural gas market. Natural gas futures are traded on the New York Mercantile Exchange and the price we get today is guaranteed in the future by the exchange as it is for many traded commodities.
•      Who is Intelligent Energy?
  Intelligent Energy is also known as Infinite Energy outside of the New York area. We have been in business since 1994. We supply natural gas directly to homes, businesses and whole sale buyers who resell the gas to their customers and use gas to generate power. Our knowledge and sophistication allows us to provide our Northeast customers with 100% reliable gas supply at a fixed price that will not change for up to 5 years.
•      What is the Service Fee?
  Intelligent Energy's Service Charge is designed to cover our costs related to developing and maintaining our 3 year fixed price - a sophisticated gas supply service that differentiates Intelligent from the utility and our other competitors. You may have noticed that your utility has minimum or base charges even though they do not offer the same valuable pricing arrangement.
•      Is Intelligent Energy recognized by the NY Public Service Commission as an eligible energy service company?
  Yes, we are recognized as eligible by the PSC and authorized to sell Natural Gas in Central Hudson, Con Edison, KeySpan, National Fuel, National Grid and Orange & Rockland territories.
•      How much money am I going to save? (NOTE: Fixed Rate Only)
  Intelligent Energy does not guarantee savings; we guarantee price protection. The utility price changes each month and is subject to cost set by the marketplace. With Intelligent Energy, the price we offer you will be the price you pay every single month for the entire term of the fixed price agreement.
•      Your price is in therms and my utility bill is in CCF's. What is the difference?
  Natural Gas is generally sold in units called therms, which is a measure of the heating value of gas. Your utility still uses CCF, which literally means 100 cubic feet - a measure of volume. The conversion factor is generally 1.025 to 1.050 therms per CCF. To convert our price to CCF you would multiply it by the utility's conversion factor.
•      Which services previously provided to me by the utility will I still receive from them?
  The utility will continue to read your meter, deliver gas you purchase from Intelligent to your location, respond to emergency calls, provide your lower utility bill, which excludes the gas cost and answer any question relating to your service just as they do today.
•      In what way will the utility delivery charges be lower? Note: NY ONLY!!
  Customers who switch to gas marketers, like Intelligent Energy, save on their delivery service bill. Depending on the utility, they may provide either a discount per therm or a monthly discount from their minimum charge. In addition, customers who switch to gas marketers pay no sales tax on the delivery portion of their bill.
•      How may I make my utility payment?

  We have several methods for accepting payments. We offer the general Postal address, an overnight postal address and Western Union. In addition, through our customer service department, available at (877) 342-5434 in the Southeast and (800) 724-1880 in the Northeast, we offer the ability to make credit card and ACH payments over the phone.

  Our postal address is:
  P.O. Box 791263
  Baltimore, MD 21279-1263

  For overnight mail:
  Infinite Energy | Box #791263
  c/o SunTrust Bank, Inc.
  1000 Stewart Avenue
  Glen Burnie, MD 21061-3209

  Western Union Payment information:
  Western Union Quick Collect Online Payment: www.westernunion.com
  Western Union Phone Number: (800) 634-3422
  Please contact us for the City and State code prior to calling Western Union.

  Western Union Quick Collect service allows us to post your payment to your account within 24 hours.

  Western Union's Convenience Pay payments are non-trackable and therefore we will be able to post these types of payments to your account when the payment is received. Therefore, please allow 48 hours for Convenience Pay payments to post to your account.

  Please contact your local Western Union outlet to determine if they offer the Quick Collect payment option in-store.