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Payment policies

Answers to your questions about payment options, late fees, disconnections, payment arrangements, service re-connection or updating your account

The answers are here to help.

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We offer a variety of options to make paying your bill easy and convenient.

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Late payments are subject to a late payment charge of 1.5% per month. We do not charge late fees during times when we are not disconnecting power (see next question). As of January 2021, to help customers during Covid-19, late fees will continue to be waived.

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Between June 1 and October 15, we do not disconnect power for non-payment. In 2020, due to the Covid-19 pandemic, we held disconnections beginning in mid-March, continued through the summer and extended that until the end of the year.

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If you are unable to pay your bill by the due date, see if you qualify for a payment arrangement. Log in to view your account or call our automated phone system at 602-371-7607 (800-253-9409).

You may also qualify for one of our assistance programs to help with your energy bill.

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Customers with a past due balance of $300 or less will not be at risk of disconnection. We encourage customers with past-due balances to pay what they can and to contact us to come up with a solution.

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If you need a longer payment arrangement, please contact us and we will be happy to discuss what works for you and your budget.

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Customers with past-due balances after the hold period for disconnections ends will be automatically set up on extended payment arrangements to give them more time to pay. As of January 2021, customers who are more than $75 past due will be automatically set up on 8-month payment arrangements.

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If you have a past-due balance during a hold period on disconnections, we encourage you to pay what you can. Please know that after suspending disconnections of service for the majority of 2020, the hold period for disconnections is ended as of 12/31/2020, at which point automatic payment arrangements will be set up for eligible customers.

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We will send you a letter notifying you of your returned payment and apply a returned check fee of $15 fee (plus tax) to your account. This applies for each returned payment.

After a second returned payment in a 12-month period, you will need to make your payment with cash, cashier’s check, or money order during the next 12 months.

Returned payments that are made to avoid disconnection are subject to immediate disconnection, except during times when we are not disconnecting power for non-payment.

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Your payment arrangement amount is calculated by dividing your past due balance over the term of your payment arrangement. Customers must pay both the payment arrangement amount and their new charges for electricity each month to avoid disconnection.

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We've provided $10.5 million in assistance for customers struggling due to COVID-19 – one of the largest commitments of any electric utility. Assistance options include Low-Income Home Energy Assistance Program (LIHEAP) and other community resources such as 211. We also offer bill assistance programs such as Energy Support, Crisis Bill Assistance, SHARE, COVID Customer Support Fund, as well as energy-efficiency programs for ways to save money and energy, a plan comparison tool, and more.

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We encourage customers to contact us to discuss their options to avoid disconnection. Prior to disconnection, you will receive several notices and prompts to pay what you can on your past-due balance.
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