FAQ2021-07-22T07:10:14+00:00

Frequently Asked Questions

FAQs

Switching to an alternative energy provider is easy and beneficial to you. Since Santanna has been in the business for over 30 years, we realize that you may have questions about it. That is why we have created this FAQs to help answer your common questions.

Questions about upgrading my plan

Can I upgrade my current energy plan?2021-07-28T06:09:44+00:00

Yes, you can upgrade your plan after 90 days of active status on your current plan. Upgrading can ensure that your energy plan covers both electricity & natural gas services, can provide long-term price certainty, and offers the convenience of one-stop shopping.

What are my upgrade options?2021-07-28T05:21:24+00:00

Our most popular upgrade option is a Santanna Bundle plan. When you bundle your electric & natural gas services, you get one-stop shopping. You’ll enjoy hassle-free renewals, superior customer service, and better value over your contract term. Plus, you get DOUBLE rewards dollars simply by paying your bills on time.

Predict-a-Bill is another popular option for residential customers in Illinois, Ohio, and Pennsylvania. Predict-a-Bill helps stabilize your energy bill. This is a good upgrade choice if you like paying the same flat dollar amount on your monthly bill. You can generally use all the natural gas and electricity you need, and still pay the same amount on your bill each month.*

Our Prime Plus plan is also an excellent choice for Illinois customers. Prime Plus is like a traditional fixed price plan, but better. Your rate won’t increase over your contract term; and you get the added benefit of potentially paying a lower price if the wholesale price of electricity or natural gas decreases.**

 

* Restrictions apply. Enrollment based upon program eligibility. Customers using more than 125% of their normal monthly usage as determined by Santanna may be required to switch plans.

** Prime Plus customers may receive a rate decrease if Santanna’s designated wholesale price index plus an adder falls below a certain amount. See product terms & conditions for details.

When is the best time to upgrade?2021-07-27T22:35:41+00:00

You can upgrade your plan any time after 90 days of active status on your current plan. At Santanna, we’re always listening to you and creating new energy plans that meet your needs. Call our energy specialists today at 512-798-4041 to review your upgrade options.

Will I pay an upgrade fee?2021-07-26T15:06:17+00:00

There is no fee when switching or upgrading from one Santanna plan to another Santanna plan.

How soon will my upgraded energy plan become active?2021-07-29T20:13:58+00:00

If you upgrade from one Santanna energy plan to another, your new plan usually becomes effective immediately. If you are also adding a new service through bundling, the start date for the new service will be determined by your utility company and could range from a few days to a few weeks.

What happens if I don’t like my upgraded energy plan?2021-07-27T14:08:53+00:00

No problem. Depending on which state you live in, you have a 3 to 10 day rescission period to change your mind. Please call 512-798-4041 and one of our energy specialists can assist you.

Questions about renewing my plan

Why should I renew my Santanna energy plan?2021-07-28T14:30:17+00:00

Santanna offers other energy plans not offered at your utility company. Renewing your energy plan with Santanna lets you lock in a rate that you like. Electric and natural gas rates are subject to change depending on energy market demand. The sooner you renew, you avoid any risk of drifting onto a plan with a market-based rate that could be much higher.

What energy plans should I consider for renewal?2021-07-28T05:27:53+00:00

Our most popular plan is a Santanna Bundle plan. When you bundle your electric & natural gas services, you get one-stop shopping. You’ll enjoy hassle-free renewals, superior customer service, and better value over your contract term. Plus, you get DOUBLE rewards dollars simply by paying your bills on time.

Predict-a-Bill is another popular option for residential customers in Illinois, Ohio, and Pennsylvania. Predict-a-Bill helps stabilize your energy bill. This is a good choice if you like paying the same flat dollar amount on your monthly bill. You can generally use all the natural gas and electricity you need, and still pay the same amount on your bill each month.*

Our Prime Plus plan is also an excellent choice for Illinois customers. Prime Plus is like a traditional fixed price plan, but better. Your rate won’t increase over your contract term; and you get the added benefit of potentially paying a lower price if the wholesale price of electricity or natural gas decreases.**

 

* Restrictions apply. Enrollment based upon program eligibility. Customers using more than 125% of their normal monthly usage as determined by Santanna may be required to switch plans.

** Prime Plus customers may receive a rate decrease if Santanna’s designated wholesale price index plus an adder falls below a certain amount. See product terms & conditions for details.

How soon can I renew my Santanna energy plan?2021-07-29T20:13:23+00:00

Watch for a renewal email from Santanna 67 days before your current contract ends. This is the earliest time you can renew.

A renewal letter is also sent by postal mail 60 – 70 days before your contract expires. You can renew any time after receiving this letter.

What is the best time to renew?2021-07-29T20:12:53+00:00

It’s best to renew as soon as you become eligible to do so. Ideally, renew at least one month before your current contract ends to ensure a seamless transfer to your new rate.

Energy rates can increase or decrease as you approach your current contract end date. The sooner you renew, the more easily you can lock in a rate you like. So when you see your ideal offer, renew online immediately or contact an energy specialist at 512-798-4041.

How soon will my new plan be active?2021-07-29T20:12:25+00:00

If you are also adding a new service through bundling, the start date for the new service will be determined by your utility company and could range from a few days to a few weeks.

General Questions

Fixed Rate or Market Rate – What is the Difference?2020-07-20T21:15:55+00:00

There has been some confusion in the deregulation states regarding Fixed Rate Plans and Market Rate Plans (sometimes referred as a Variable Rate Plan). At Santanna Energy Services, if a customer chooses a fixed rate plan, they typically enroll into a one year term. After the one year term is complete, the account will automatically roll over to a competitive market rate plan. This means that the price of their energy may fluctuate month to month depending on the market or weather conditions at that time.

The benefit of the Market Rate Plan is if the electric or natural gas prices go down, so does the amount the customer pays that month. On the other hand, customers may be more vulnerable to weather conditions of extreme cold temperatures or scorching summer environments. That would impact a spike in the cost of their monthly energy price.

Many folks like the price security of a Fixed Rate Plan because the price is secured for the term. That is why it is very important to know when your Fixed Rate term ends and to contact (rule of thumb 1 to 2 billing cycles) Santanna Energy Services to discuss renewing your account to the new Fixed Rate Plan.

What is storage and how does it benefit me?2020-07-20T21:15:38+00:00

Your utility allows each customer a portion of their system storage. If less expensive gas is purchased in the summer months and stored for use in the winter months (and winter prices are higher), it leads to savings. For a detailed description of how this works see the following link: SES Premium Storage

I need to contest or dispute a bill. What are the steps?2020-07-20T21:15:15+00:00

1. Call your utility to schedule a meter check.

2. Call SES customer service. They can look at your consumption history, flag your account, and follow up with the utility on the meter reading.

What happens if I have a gas leak or an emergency?2020-07-20T21:14:57+00:00

Call your utility – they will still respond to any gas leak, fire or other emergency situation. The emergency numbers for the utilities SES currently serves are as follows:

Nicor Gas – 1-888-642-6748

Peoples Gas – 1-866-556-6002

North Shore Gas – 1-866-556-6005

Ameren Illinois – 1-800-755-5000

Consumers Gas – 1-800-477-5050

DTE Gas Company – 1-800-947-5000

NIPSCO Gas – 1-800-634-3524

Columbia Gas of Ohio – 1-800-344-4077

Duke Energy Ohio – 1-800-634-4300

Will the service to my business change?2020-07-20T21:14:38+00:00

No. Your utility will still be responsible for installing, operating and maintaining their meters and gas distribution system. You will still contact your utility in an emergency situation such as a gas leak or fire. Your utility will continue to read your gas meter, and invoice you for the distribution of your gas. However, the choice is yours when it comes to a gas supplier. Santanna will provide you with premium service at a competitive rate!

When can I sign up?2020-07-20T21:13:44+00:00

The program is open for enrollment. There is no deadline to enroll; you can enroll at any time.

Who is eligible?2020-07-20T21:14:00+00:00

Participation in the Santanna Choices program is strictly voluntary. Residential, Commercial and Industrial Customers with an annual consumption less than 50,000 therms, are eligible.

Where can I find my account number?2020-07-20T21:12:57+00:00

Your account number is located on your gas bill usually near the top.

How can I access my rewards account?2020-07-20T21:13:11+00:00

You can login here with your account information

https://www.santannaenergyrewards.com/

Questions about retail natural gas

What if I want to stop purchasing from Santanna?2020-07-20T21:19:36+00:00

You can always return to the utility company for your gas needs.

What if Santanna is unable to supply the gas I require?2020-07-20T21:19:21+00:00

As part of our premium service, Santanna will supply all your natural gas needs. However, in the unlikely event that Santanna cannot, the utility company will automatically supply you.

What is storage and why do I need it?2020-07-20T21:19:00+00:00

Storage is a service, available from your utility company, as an integral part of most gas transportation programs related to deregulation. Storage allows Santanna to purchase gas for you during the off peak season when prices are normally lower (the non-winter months). With Santanna’s Premium Service Storage Program this gas belongs to you. Santanna manages your storage so that you normally use this gas during the colder winter months, when gas prices are typically higher. So, as a matter of norm, you will buy more gas than you use in the summer and less than you use in the winter. For a detailed description of how this works see the following link: SES Premium Storage

Do I have to buy more gas than I use?2020-07-20T21:18:21+00:00

SES gives you the choice. You can choose to only pay for what you use, or you can benefit from the utility company storage account. With this option we ship extra gas during the off peak period when prices are normally lower, so you purchase less gas for use during the peak consumption period when prices are normally higher. To learn more about how storage works please see the following link: SES Premium Storage

Does my gas utility service change when I buy gas from Santanna?2020-07-20T21:18:01+00:00

No. The pipes, meters, and service remain the same. The utility company still maintains the same services at your facility. That is why you continue to pay the utility company distribution charges.

Is Santanna gas a lower quality than utility company gas?2020-07-20T21:17:45+00:00

No. There is no difference because all gas is co-mingled or mixed together in the pipelines and at your gas utility.

How can Santanna sell gas for less than a utility company?2020-07-20T21:17:23+00:00

Natural gas is a commodity traded on the New York Mercantile Exchange (NYMEX). It is the supply of a commodity that establishes the market price. This price may change season to season, day to day, or even, minute to minute. Since Santanna is an independent marketer, we have more freedom to work the competitive market place to buy a dependable gas supply at the lowest possible cost. Plus, Santanna offers you a Premium Service Storage Program – to increase your potential savings. For more details on storage see the following link: SES Premium Storage

Why did Utility Companies want the deregulation of natural gas?2020-07-20T21:16:31+00:00

The state agency that regulates public utilities requires your utility company to sell their gas at their cost. When you buy your gas from a third party, the utility company can focus its resources on the distribution of gas. This reduces their demand for capital without decreasing their profits.

Is there a start up or switching fee?2020-07-20T21:16:16+00:00

If you do not currently use an alternative supplier and are switching from the utility to Santanna, there is no fee. Some utility companies charge a small switching fee to move service from one supplier to another.

Questions about electric service

Does my electric utility service change when I buy electricity from Santanna?2020-07-20T21:20:52+00:00

No. The meters and service remain the same. The utility company still maintains the same services at your facility. The utility company will also continue to read your meter.

How can other electric providers sell electricity for less than a utility company?2020-07-20T21:20:38+00:00

Before restructuring, customers were locked into purchasing electricity from their utility company only. Restructuring allows Santanna to choose the lowest priced program option for your account.

Will my electric service change in any way?2020-07-20T21:20:24+00:00

Your current electric company remains responsible for delivering the electricity to you. You are able to purchase or arrange for your electricity to be delivered through another source such as Santanna.

Why did Utility Companies want deregulation of electricity to happen?2020-07-20T21:20:11+00:00

Your electric utility company currently generates the electricity, transmits the high voltage power to distribution points, and then distributes that power to your business or home. The state agency that regulates public utilities requires your utility company to sell their electricity at their cost. When you buy your electricity from a third party, the utility company can focus its resources on the distribution of electricity. This reduces their demand for capital without decreasing their profits. There is little incentive for the electric utility to provide consumers with the lowest price.

Is there a start-up or switching fee?2020-07-20T21:19:57+00:00

No.

Questions about renewable energy – From ACCES:

What are some other environmentally friendly products/services?2020-07-20T21:22:09+00:00

Home Protection – insure your HVAC equipment

Carbon Offsets – reduce your greenhouse gas footprint

Demand Response – incentives to reduce your energy use

Energy Audits – identify where you can save on your energy consumption

Distributed Generation – generate your own power

How is renewable energy defined?2020-07-20T21:21:53+00:00

Each state has its own guidelines and definitions for what constitutes renewable energy (i.e., which sources qualify as renewable), and the criteria for a product being sold by a competitive supplier to be marketed as a true “renewable energy” product. In many states, the law requires all suppliers to include a certain percentage of renewable energy in all of the electricity they sell. In those states, suppliers must typically offer more than this minimum required percentage in order to market a product as renewable. Be sure to check with your supplier, and consult the state’s public utility commission website for more details.

Does renewable electricity go straight to my home?2020-07-20T21:21:38+00:00

When you select a renewable energy product it does not mean that the physical properties of the electricity will be sent directly to your home. Instead, the renewable electricity is delivered onto the grid on your behalf. The benefits to the environment are identical, since you are lowering the carbon footprint by supporting the production of renewable electricity – energy that would have otherwise been produced by a fossil fuel-powered plant.

Is there a need for a physical installation to use renewable energy?2020-07-20T21:21:24+00:00

When most people think of buying renewable energy, they often imagine having to install new equipment or making physical changes to their property. In fact, when you purchase renewable energy products, you are actually directing power produced from renewable sources to be delivered onto the grid based on your purchase.

What am I getting when I sign up for renewable energy from a competitive energy supplier?2020-07-20T21:21:10+00:00

Some competitive energy suppliers offer renewable energy products. This may include electricity that is made from environmentally-friendly fuel resources, such as wind, water, waste heat or solar energy. These are also referred to as “green” energy offers.

Some competitive energy suppliers also offer renewable natural gas (often referred to as “biogas” or “biomethane”). What distinguishes renewable natural gas from fossil gas is the source of supply. According to the Coalition for Renewable Natural, renewable natural gas comes from the chemical breakdown of organic waste, which produces methane gas that can ultimately be processed for use.

Consumers can also select from other special products that can help them control their use of energy, increase equipment efficiency, and do their part to help the environment.

For more information from ACCES, visit their web site.

For more FAQ’s from ACCES, visit their Common Consumer Questions Page.

Go to Top