Co-op temporarily closes lobbies due to coronavirus

Co-op temporarily closes lobbies due to coronavirus

The lobbies at Rock Energy offices in Janesville and South Beloit are closed in an effort to protect our members and employees from the coronavirus. The lobbies will remain closed until further notice.

Coronavirus

Concern for Community is one of the seven cooperative principles that guide all co-ops, and we believe this action will help keep everyone safe during this pandemic. Rock Energy is dedicated to doing what we can to fulfill our civic duty and live up to the trust that our members place in us to bring them safe, affordable, and reliable energy.

Even though our offices are closed to outside visitors, Rock Energy remains open for business. Members can still call us to report power outages, and our member services representatives are ready to answer your questions.

Members will not be able to visit our lobbies to pay their energy bills until further notice, but there are still many ways to make payments.

  • SmartHub: Use our online account management system, SmartHub, to pay your bill. If you haven't used SmartHub before, you’ll need to register as a new user. Please note that our payment processor charges a $3.95 convenience fee for all credit card and electronic check payments to Rock Energy. The maximum payment for each transaction is $500. Rock Energy does not set this fee or receive any portion of it. If you need help with SmartHub, just call 866-752-4550 during regular business hours and one of our member service representatives will be happy to assist you.

  • Phone: Call 866-752-4550 between 7:30 a.m. and 4 p.m. Monday through Friday or 855-201-3304 after hours to make a payment using a credit card, debit card, or check. Please note that our payment processor charges a $3.95 convenience fee for each of these transactions. Rock Energy does not set this fee or receive any portion of it.

  • Drive-through drop boxes: These boxes are located as you exit the parking lots at both offices. Please don't leave cash in the boxes.

  • Direct debit: Many banks offer their customers the ability to make payments online directly from their checking or savings accounts. Some even allow you to schedule future payments. Please check with your financial institution to find out more about its online payment programs.  

  • Kiosk: A PaySite kiosk is located outside the main entrance to our South Beloit office, 15229 Willowbrook Road. You will need to enter your account number or scan the bar code on your statement.  Cash, checks, credit cards, and debit cards are accepted at the kiosk. There is no fee for making cash or check payments, but our payment processor charges a $3.95 convenience fee for credit and debit card payments. Please note that the kiosk does not give change, so the full amount of cash deposited will be posted to your account.

  • Mail: Send your payment to P.O. Box 3081, Milwaukee, WI 53201-3081. Please don't mail cash.

Because our members are facing many concerns, including financial ones, during this coronavirus pandemic, Rock Energy will not charge penalties for late payments or disconnect service for nonpayment or low funds at this time.

Your energy usage will be metered as usual, and statements will continue to include accumulated amounts owed. Again, during this pandemic, accounts will not be disconnected, and late fees will not be applied to past due accounts. Unpaid balances will accumulate, so it is important for you to contact the cooperative to make payment arrangements. 

Please note that you may be using more energy during this time because children are home from school and many people are working from home. You can monitor your usage by logging into SmartHub.

Even though disconnects will not occur, members are encouraged to pay their energy bill as they can to avoid a larger balance in the future. The cooperative is committed to helping those members that truly need assistance.  We encourage any member who is facing financial difficulty during this time to call us at 866-752-4550.

The world is facing many challenges during this coronavirus pandemic, and we hope that the suspension of penalties and disconnections will help alleviate some of our members’ concerns.

Thank you for helping to protect others, particularly those who are most vulnerable to infection and severe disease.

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