COVID-19 Frequently Asked Questions
Reliability
Will El Paso Electric (EPE) be open if an emergency is declared due to the coronavirus?
El Paso Electric (EPE) will continue to support our region’s energy needs. Our team will continue to generate power and have crews ready to respond to issues that may arise, like outages.
I am planning to move soon; can I still get my electric service started?
Yes, EPE will have crews available to start services.
I’ve heard that if the pandemic worsens locally, water and electricity will shut down completely. Is this true?
EPE has contingency plans in place to continue providing safe and reliable energy to our service region. Our team will continue to evaluate the situation as it progresses, making any necessary adjustments to our work and operations to continue supporting our region’s energy needs. If you have any questions about your water service, we encourage you to contact your water provider directly.
Billing
How can I pay my bill if the customer service offices are closed?
EPE offers several payment options. You can enroll in automatic bank draft or use one of the third-party payment vendors on our website, like Bill2Pay or BillMatrix. In addition, Bill2Pay has a payment app, which you can download from the Apple Store or Google Play app store. If you do not want to use an electronic form of payment, there is a list of authorized payment centers on our website operated by CheckFree and Western Union. You can also place your payment in one of EPE’s night drop boxes located at any of our customer service offices.
I have not been able to work and cannot pay my bill this month, what can I do?
At EPE we understand that many of our customers may have been affected financially by the pandemic. To assist you in this time, there are several options available, including payment plans, payment arrangements and assistance programs. More information can be found here.
I have a credit on my account and I need my check, how do I get it?
EPE is following the CDC guidelines of social distancing, which is reducing the proximity and frequency we have with others to help slow the spread of the virus. While EPE is operating in a social distancing mode, physical checks are only being processed every other week, so it may take up to three weeks to receive your check. If it’s an emergency, please contact our customer service department. In Texas, call (915) 543-5970. In New Mexico, call (575) 526-5555.
Safety
What steps is EPE taking to make sure your customer service offices are clean and your employees are healthy?
To reduce the risk of exposure to COVID-19, EPE is taking proactive steps to enhance our customers’ and employees’ health and safety. All payment center locations are currently closed except for drive-throughs and 24/7 drop box locations. We also highly encourage all customers to visit epelectric.com to view or pay your bill online or to find additional information and resources related to your electric service.
Commercial Customers
I cannot pay my electric bill, what can I do?
If a partial payment cannot be made, El Paso Electric (EPE) offers payment arrangements that break up your past due balance into monthly installment payments.
Will El Paso Electric disconnect my service if I do not pay?
Currently, EPE is not disconnecting electric service for nonpayment. Making a partial payment now will reduce the amount of any installment payments you will have in the future.
What are the fees and interest rates for going on a payment arrangement?
EPE does not charge fees or interest for going on a payment arrangement. Additionally, EPE is waving late fees during this pandemic.
I have a deposit (or budget billing credit) on my account, can you use that to pay my electric bill this month?
Deposits or credits can be applied as payments on your account. Please contact EPE to apply your deposit to your account balance.
Should I disconnect my service while the pandemic is impacting my business?
Based on your energy usage, EPE can help determine what your future bills might be so that you can make an informed decision. You can click here for tips on implementing energy efficiency measures that may help reduce your energy bill during this time.
I heard the Government is helping business get through this pandemic, even paying their electric bills, what can you tell me about these programs?
To aid businesses during the pandemic, the Federal Government has implemented the following assistance programs: The CARES Act, Economic Injury Disaster Loans and the Paycheck Protection Program. Please contact your local Small Business Administration office (contact information below) for more information on how these programs may help you.
Are there any agencies that can help my business through this pandemic?
In Texas
SBA El Paso District Office
211 N. Florence Street 2nd Floor Suite 201
El Paso Texas 79901
(915) 834-4600
sba.gov/offices/district/tx/el-paso
BBB of El Paso
550 E. Paisano Drive
El Paso, TX 79901
(915) 577-0191
bbb.org/local-bbb-of-el-paso
In New Mexico
SBA New Mexico District Office
P.O. Box 2206
Albuquerque, NM 87103
(505) 248-8225
sba.gov/offices/district/nm/Albuquerque
BBB of Las Cruces
7007 Jefferson St NE Suite A
Albuquerque, NM 87109
(505) 346-0110
bbb.org/us/nm/las-cruces