Managing your Comfort Plan billing should be simple and straightforward. This guide walks you through what to expect and where to find key information.
Your First Bill
You can expect to receive your first bill approximately 30 days after your system is installed.
Where to Find Your Billing Information
You can view and manage your billing details in the Billing section of your Palmetto online account or through the mobile app. Here’s what you’ll find:
Plan Information
This section includes:
Your Comfort Plan type
Account number
Monthly payment amount
Annual rate escalator
The annual rate escalator is a pre-determined increase between 0% and 1.99%. It adjusts your monthly payment by a fixed percentage each calendar year.
Payment Information
Here you’ll see:
Your current balance
Scheduled payments
Payment method on file
To help streamline installation and billing, you’ll need to add a payment method before your system is installed. Payments are automatically charged to the payment method on file on the due date listed.
You can update your payment method at any time by clicking the pencil icon and entering your bank account details. If you’d like to add a credit card or make a one-time payment, our billing team can help.
Acceptable Payment Methods
Pay conveniently with ACH bank transfer or credit card. A 3% processing fee applies to all credit card transactions. For easier account management, we encourage enrollment in automatic payments. If you are not enrolled in Autopay, your bill will reflect an additional $15 non-autopay fee.
Please note: The Palmetto app only supports ACH auto-payments at this time. To add a credit card or to process a one-time payment, please contact us for assistance.
Transactions, Statements & Documents
Transactions: Displays all payments and credits, including the date, description, status, and amount.
Statements: Contains your monthly invoices. Select View to download a copy.
Documents: Stores all signed agreements in one convenient place.
Statements
Statements are delivered electronically by default and will be emailed to you about 20 days before the due date. If your account is paid up to date, your balance will show $0 due until the next statement is generated.
Viewing a copy of your statement is always available on the billing page under "Statements". Click the purple link next to the statement date for the invoice you wish to view.
Your statement will include:
Statement Date
Account Number
Amount Due
Due Date
Terms & Instructions
If you prefer a paper statement, please let us know by calling 855-339-1831 or chatting with us! You may also email your request to [email protected].
Failed Payments
If a payment fails:
You’ll see a notification prompting you to update your payment method.
Once updated, we’ll retry the payment right away.
If no update is made, another automatic attempt will occur after five days.
If a payment is more than 10 days past due, your account will reflect a failed payment status and show the outstanding balance. Once the overdue amount is paid, your payment history will update accordingly.
Please note that you are responsible for any fees charged by your bank or financial institution for rejected or returned payments.
Late Fees
Late fees apply if a payment is not received 20 days after the due date.
A $15 late fee is assessed beginning on the 20th day past due and continues until the balance is paid in full.
Payments that are more than 120 days past due may be reported to credit bureaus.
If you have billing questions or concerns you can't resolve on your own, please contact us!