NISC

With the move to NISC, members now have a new, easy-to-read statement bill. This new statement has more information and an easy-to-read format. Below is an example of what you can expect.

To improve billing efficiency, in January AEC has moved from 8 billing cycles per month to 4 billing cycles per month for residential and small business members. This will result in new billing due dates for some members*.

Your new statement bill in January shows your new billing due date. Commercial and Industrial billing due dates will remain the same. Please be mindful that members paying with ACH or other Auto Pay options may see a different bank draft date.

*Some residential and small business members may see slightly different billing due dates than shown in the chart.

With the NISC software update, there are additional, convenient ways our members can pay their bills. As of January 13, 2025 you can pay through:

• Vanilla Direct – which includes local locations like Dollar General, Walgreens, CVS, Family Dollar, Walmart and many more. Click here for the Vanilla Direct map.
• Auto pay options like ACH and recuring credit card
• In person at the office, 1109 Hill Drive in New Market
• Field Kiosk* located throughout the service area
• SmartHub,
• IVR (Interactive Voice Response)
• US Mail
• Onsite night depository at AEC
• Online website payment option.

*Please note that the kiosk, located at the AEC office, is closed as of December 31, 2024 and will no longer be available for payments.

New Auto Pay Options

Auto pay is a service that automatically deducts a bill amount from a checking account, debit card, or credit card. Auto pay can be set up with AEC to provide members with an easy, safe and on-time payment option

Please note that with the move to NISC, all current ACH arrangements will carry through with no additional response required by the member; however, please be aware that payment due dates may change slightly, resulting in a different draw date from your bank.

Members who pay with a recurring credit card on file will need to re-register your card on or after January 13, 2025. Members can do this in SmartHub or with assistance from AEC.

New Ways to Contact AEC

New AEC phone contact number / IVR / MCM Messaging – Alerts & Notifications

As of January 13, 2025, AEC will have a new central phone number for members to use. The number 833-489-0606 is active. This number can receive an increased number of calls from members during normal business operations and during storm or outage situations. This number is accessible 24/7 by the membership. From this phone number, members can reach our Interactive Voice Response (IVR) to access their account balance, make a payment or report an issue.

New Ways AEC Can Communicate with You

NISC offers a Multi-Channel Messenger tool that allows AEC to communicate with members using a variety of methods:

• Phone
• Text messaging
• Email
• Push notifications to your phone
• Letter

Members can select the method(s) they prefer to be contacted on. This will make it easier for AEC to send important information to our members about Co-op news and account status, as well as outage and weather information.

We will continue to update our members with important details and information regarding this conversion and the benefits it will bring to AEC members. The Co-op will use the following communication channels:

• Facebook
• YouTube
• Newsletters
• The Tennessee Magazine
• AEC website

You can also call our office or come see us in person, with any additional questions you may have. We want to be transparent throughout this process and provide our members with the most accurate information, so you can fully experience the benefits of this conversion.

This software change brings eight core improvements to our member service:

• Value – this move costs less and saves our members money
• Service – providing additional options for managing energy services
• Member Focused – bringing technology and functionality to the membership
• Comfort – delivering easy to use features and transparent information
• Security – creating strong, safe and reliable options for our membership
• Efficiency – bringing simple service into the hands of members with SmartHub
• Partnership – strengthening the trusted partnerships you’ve come to value
• Empowering – Investing in our members, and in our communities to make life better.

We are excited about these improvements and the value that they will bring to you, our members.