You can pay your RG&E bill by phone using their automated system or by speaking to a representative
RG&E (Rochester Gas and Electric) accepts phone payments 24 hours a day, 7 days a week through their automated payment line. You will need your account number and a payment method — either a bank account for an electronic check or a debit or credit card. The automated system processes the payment immediately, and you will receive a confirmation number.
If you prefer to speak with someone, you can call RG&E's customer service line during business hours and a representative will take your payment over the phone. This route takes longer but lets you ask questions about your bill or account at the same time.
Key Takeaways
- RG&E's automated phone payment line is available 24/7 and requires only your account number and a payment method.
- Payments made through the automated system are processed the same day and you receive a confirmation number immediately.
- Speaking with a representative during business hours lets you discuss your bill or account while making a payment, but takes more time.
- Both phone payment methods charge no fee, but using a credit card may trigger a cash advance fee from your card issuer.
- Keep your confirmation number as proof of payment, especially if you are paying a past-due balance.
How to use RG&E's automated phone payment system
Call RG&E's automated payment line at 1-800-743-2500. Have your account number ready — you can find it on your bill in the upper right corner. The system will ask you to enter your account number using your phone keypad.
Next, the system will tell you the amount due and ask you to choose a payment method. You can pay with a bank account (electronic check), a debit card, or a credit card. If you use a bank account, you will need your routing number and account number. For a card, you will need the card number, expiration date, and CVV (the three-digit security code on the back).
After you enter your payment information, the system will confirm the amount and the date the payment will be processed. Most payments go through the same day. The system will give you a confirmation number — write this down or take a screenshot. You will not receive a paper receipt, so the confirmation number is your proof of payment.
Paying by phone with a customer service representative
Call RG&E's main customer service line at 1-800-743-2500 and select the option to speak with a representative. Wait times vary depending on the time of day and how busy the line is. A representative will pull up your account and tell you the amount due.
You can then give them your payment information over the phone. They will process the payment and give you a confirmation number. This method is slower than the automated system, but it lets you ask about your bill, discuss a payment plan, or report a problem with your account at the same time.
Representatives are available Monday through Friday, 8 a.m. to 5 p.m. Eastern Time. If you call outside these hours, you will reach the automated system instead.
What payment methods RG&E accepts by phone
RG&E accepts three payment methods over the phone: electronic checks (payments from your bank account), debit cards, and credit cards. Electronic checks have no fee and the payment is processed the same day. Debit cards also have no fee.
Credit card payments have no fee from RG&E, but your credit card issuer may charge a cash advance fee — typically 3 to 5 percent of the payment amount. Check your card's terms before you pay with a credit card. If the fee is high, paying from your bank account is cheaper.
RG&E does not accept prepaid cards, gift cards, or checks mailed over the phone. If you want to mail a check, you can send it to the address on your bill.
How long it takes for a phone payment to show on your account
Payments made through the automated system are processed the same day and usually show on your account within 24 hours. If you pay after 11 p.m. Eastern Time, the payment may not process until the next business day.
Payments made to a representative during business hours are also processed the same day. If you call after 5 p.m. or on a weekend, your payment will be processed the next business day.
If you are paying a past-due balance and want to avoid a late fee or service interruption, call as early in the day as possible. RG&E can sometimes stop a disconnection notice if your payment is received before the disconnection date, but timing matters.
What to do if your phone payment fails
If your payment is declined, the automated system will tell you why — usually because the card number or bank account information is incorrect, or because your card issuer declined the transaction. Write down the error message and try again with the correct information.
If the payment fails a second time, call a customer service representative during business hours. They can troubleshoot the problem and may be able to process the payment using a different method. If your bank account or card is the issue, you may need to contact your bank or card issuer to find out why the transaction was blocked.
If you cannot pay by phone, you can also pay online through RG&E's website, by mail, or in person at a payment location. Ask the representative which method will work fastest for your situation.
Keeping track of your phone payment confirmation
When you pay by phone, you will receive a confirmation number. This is your proof that the payment was made. Write it down or take a screenshot, and keep it with your bill or in a folder on your phone.
If there is ever a dispute about whether you paid, or if your bill still shows a past-due balance after you paid, you can give RG&E the confirmation number and they can look up the payment in their system. Without the confirmation number, it is harder to prove you paid.
You can also log into your RG&E account online to see a history of your payments. This is another way to confirm that your payment went through.
Frequently Asked Questions
Can I set up automatic phone payments so I do not have to call every month?
No, phone payments are one-time only. If you want automatic payments, you can set up autopay through RG&E's website or by calling a representative and asking them to enroll you. Autopay deducts money from your bank account on the same date each month.
Is there a fee to pay by phone?
RG&E charges no fee for phone payments. However, if you use a credit card, your card issuer may charge a cash advance fee. Paying from your bank account or with a debit card has no fee.
What if I pay by phone but then want to cancel the payment?
Once a payment is processed through the automated system, it cannot be cancelled. If you need to stop a payment, call a customer service representative right away — they may be able to help if the payment has not yet cleared your bank account. For future payments, use a method that lets you cancel, like paying online.
Can I pay someone else's RG&E bill by phone?
You can pay another person's bill if you have their account number, but RG&E will not discuss the account details with you unless you are listed as an authorized user. If you are paying for a family member or tenant, ask them to add you to the account first, or have them call and authorize the payment.
What if I do not have my account number when I call?
You can find your account number on your bill, on an online account statement, or on an RG&E envelope or notice. If you do not have any of these, call a representative and they can look up your account using your name and address or phone number.