News

Update on Mobile Pay App Unavailability

December 1, 2017

El Paso Electric Company values its customers and understands the importance of protecting customer information.  TIO Networks USA, Inc. is a third-party provider of mobile payment applications and other payment technologies for many companies, including El Paso Electric. As we recently reported, TIO suspended its operations, and as a result, El Paso Electric’s mobile pay application, MobilePay, became unavailable. 

On November 27, 2017, TIO notified El Paso Electric that it discovered unauthorized access to the TIO network, including locations that stored personal information of some customers of TIO clients, including some customers of El Paso Electric. El Paso Electric immediately commenced an internal investigation and began working with TIO to understand the nature and scope of the incident.  Although the investigation is ongoing, TIO is currently working to mail letters to those customers it identified as potentially affected in the incident, including some El Paso Electric customers.  According to TIO, the personal information of the affected El Paso Electric customers included name, address, utility account number, bank account, and bank routing number. Importantly, this incident only impacted TIO’s network and does not involve El Paso Electric’s systems or other payment solutions in any way.  

El Paso Electric’s MobilePay will continue to be unavailable until further notice.  For a complete list of available payment options, please visit https://www.epelectric.com/tx/residential/bill-payment-options.

For additional information relating to the TIO Networks incident, please visit the TIO website, www.tio.com, or call (866) 710-0846.