Hearthstone Logo

Customer Service: 800-537-2545 Emergency: 888-337-4774

August 2020 Updates

On July 29, 2020, the North Carolina Utilities Commissions (“NCUC”) issued an order that provided guidance for public utilities, which includes Frontier Natural Gas Company (“FNGC”), following the conclusion of Executive Orders 124 and 142. The Executive Orders had placed a moratorium on customer disconnections for nonpayment and restricted the ability to collect late payment fees.

The recent NCUC order issued the following guidance to utilities and customers effective September 1, 2020:

  • Disconnections for nonpayment may resume with bills rendered on or after September 1, 2020;
  • Fees for late payment of bills will continue to be waived until the Executive Orders expire;
  • 12 month payment plans will be offered to assist customers with paying past due amounts. Shorter payment plans will also be offered at the discretion of the customer.

As a result of the guidance issued in the order, FNGC has elected the following:

  • Beginning with bills rendered on or after September 1, 2020, FNGC will begin disconnecting customers, after giving the required advanced notice, who fail to pay current charges and previously past due charges within the terms of the billing cycle, unless they have entered into a payment plan;
  • If a customer is unable to pay the entirety of the past due amount, the customer should contact FNGC as soon as possible to establish a payment plan to avoid the shutting off of your service. Payment plans of 12 months will be offered unless a customer requests a shorter period.
  • Once a payment plan is adopted, both the current monthly charges and the amount established per an agreed upon payment plan for the previously delinquent balance must be paid monthly to avoid disconnections

For all questions related to the account balances and payments, please contact our customer service representatives at 336-526-2690.

For a listing of resources to assist customers with past due accounts, click here.

To review the order issued by the NCUC in its entirety, click here