If you are experiencing financial problems, have notified EPE either by telephone or a written notice directed to its Customer Service Department of your inability to pay your electric bill, and have not been issued more than two (2) disconnection notices in the last twelve (12) months, you have the right to request a Payment Arrangement Plan.
The Payment Arrangement Plan is a temporary arrangement designed for a financial crisis involving a customer or a customer's guarantor. With this plan, your service will not be disconnected if you pay your current bill when due and also pay a calculated portion of the outstanding bill in installments until the outstanding bill is paid in full, which is usually within three months. This plan may help if you applied for social security, public assistance, Veteran's Administration benefits or unemployment compensation and it will be some time before the checks start to arrive or if your income level has been reduced due to illness or other hardship. Each situation is individually reviewed and documentation, such as medical reports, may be needed.
To enter into a Payment Arrangement Plan Agreement, you or a guarantor must sign a payment arrangement contract that will require the delinquent amount to be paid in equal amounts over at least three (3) billing cycles. EPE will provide you with a copy of your contract. If you fail to fulfill the terms of the contract, EPE will disconnect service pursuant to established disconnection procedures.
However, if your economic or financial circumstances change substantially, EPE may, but is not obligated to, renegotiate the contract with you, taking into account your changed economic and financial circumstances. If you have been a customer for three (3) months or less, EPE is not required to enter into a Payment Arrangement Plan agreement with you unless you are able to establish sufficient credit or a satisfactory history of payment for prior electric service. For more information, please contact El Paso Electric Customer Services online or by phone at (915) 543-5970 in El Paso, 1-800-351-1621 for areas outside of El Paso.
Funds may be available through community agencies to help you pay your utility bills and prevent disconnections. When EPE cannot find an alternate EPE plan to help you pay your bill, EPE will provide you the information to contact community agencies that determine eligibility on a case-by-case basis. For more information, please contact El Paso Electric Customer Services online or by phone at (915) 543-5970 in El Paso, 1-800-351-1621 for areas outside of El Paso.
Funded financial assistance may be available for persons in need of assistance with their electric utility payments. For financial assistance information, or if you are unable to pay your bill, please call EPE at (915) 543-5970 or toll-free at 1-800-351-1621 or contact the agencies listed below for the office nearest you.
Public Utility Commission of Texas
P.O. Box 13326
Austin, Texas 78711-3326
Toll free phone: 1-888-782-8477 Fax: (512) 936-7003
Teletype writer for the hearing and speech impaired:
PUCTTTY (512) 936-7136 or Relay Texas toll free at (711) 735-2989 (TTY to Voice) or 1-800-735-2988 (Voice to TTY)