Black Hills Energy Customer Service: How to Get Help

The primary way to reach Black Hills Energy customer service is by phone — the customer service number is listed on your monthly utility bill and on the official Black Hills Energy website at blackhillsenergy.com. Phone hours vary by state and service type — residential customers in most service territories can typically reach a representative during standard business hours, with a separate 24-hour line available for emergencies such as gas leaks or power outages. You can also manage most routine account needs — view and pay your bill, set up autopay, start or stop service, and report outages — through the MyBlackHillsEnergy online account portal or the Black Hills Energy mobile app. For non-emergency written inquiries, Black Hills Energy may also accept correspondence by mail at addresses listed on their website by state. Understanding how long 3–5 business days is — and what counts as a business day — can help you set expectations when waiting for written responses or service changes to take effect.

If you suspect a natural gas leak or experience a serious electrical hazard, leave the area immediately and call Black Hills Energy's 24-hour emergency line from a safe distance — this number is printed prominently on every utility bill and on the company's website. Do not use any electrical switches, open flames, or phones inside the building if you suspect a gas leak. For electric outages, you can typically report them through the online outage center on the Black Hills Energy website or via the customer service phone line. Emergency situations should always be reported to 911 first if there is an immediate safety risk to life or property. Knowing your bank account information for setting up automatic payments on your utility bills can help ensure your account remains in good standing during any service disruption.

Black Hills Energy offers several ways to pay your utility bill, including online through the MyBlackHillsEnergy portal, by phone, by mail with a check, and at authorized payment locations in your area. Budget billing (also called average payment plan or levelized billing) is available to eligible customers, spreading estimated annual costs evenly across 12 monthly payments to avoid seasonal spikes. If you are experiencing financial hardship, contact Black Hills Energy's customer service team to ask about payment arrangements, deferred payment plans, or low-income assistance programs. Many states where Black Hills Energy operates also have utility bill assistance programs funded through the Low Income Home Energy Assistance Program (LIHEAP), a federally funded program administered at the state level. Keeping your utility payments and personal expenses in properly organized bank accounts makes it easier to track your budget. If you are also managing a tight monthly budget, our guide on how to make an extra $1,000 a month covers income options that may help cover utility costs.

If you are struggling to pay your utility bill, you may qualify for assistance through LIHEAP — the Low Income Home Energy Assistance Program — which provides federally funded help with heating and cooling costs to eligible low-income households. LIHEAP eligibility and benefit amounts vary by state and household income — you apply through your state or local administering agency, not directly through Black Hills Energy. Black Hills Energy itself may offer a separate low-income rate or assistance program — contact customer service to ask what programs are available in your state. The U.S. Department of Health and Human Services publishes LIHEAP contact information for each state at acf.hhs.gov. If you need help understanding your income and budget to qualify, our guide on equal billing and monthly budgeting explains how utilities fit into a monthly budget plan.

As a regulated utility customer, you have rights established by your state's public utility commission (PUC) — these typically include the right to receive accurate bills, the right to dispute charges, and protections related to service disconnection. Most states prohibit utility companies from disconnecting service during extreme weather conditions (winter moratoriums vary by state), require advance notice before disconnection, and provide a process to dispute a bill before service is shut off. If you have a dispute with Black Hills Energy that you cannot resolve through customer service, you can file a formal complaint with your state public utility commission. Your state PUC's contact information is available through the National Association of Regulatory Utility Commissioners (NARUC) and on your state government's website. Similar consumer rights apply to other regulated service providers — see how the CFPB protects consumers in our guide on how to get bank fees refunded.

If Black Hills Energy customer service does not resolve your concern to your satisfaction, your next step is to file a complaint with your state public utility commission. Most state PUCs have an online complaint form, a consumer protection phone line, or both — your complaint initiates a formal process that requires the utility to respond within a specific timeframe. You should document all interactions with Black Hills Energy customer service — including dates, names of representatives, and the outcome of each call — before escalating to the PUC. State PUCs have the authority to investigate billing errors, improper disconnections, and violations of service quality standards. The NARUC directory provides contact information for every state PUC. For comparison, our guide on how to remove late payments from your credit report explains the dispute resolution process for credit-related complaints.

To start new service, stop existing service, or transfer service to a new address, contact Black Hills Energy customer service by phone or through the online account portal — most state territories require at least three to five business days advance notice for service changes. New customers may be required to pay a security deposit if they do not have an established credit history or have a prior delinquent utility account, which may be refundable after a period of on-time payments depending on your state's rules. When moving, make sure to formally stop service at your old address to avoid being billed for energy usage after you have left. Keep a copy of your service stop confirmation for your records. If you are a homeowner, budgeting for your utility setup alongside your mortgage is important — see how paying off your mortgage faster interacts with overall household expenses. If you are moving into your first home or apartment, our guide on how to move out of your parents' house covers all the financial steps including utility setup.