Coronavirus and Stream

Posted On: March 22, 2020

An update from our team to yours

We are keeping a close eye on the coronavirus (COVID-19) situation and working to help any of our Texas electricity customers who have been impacted. If you are currently unable to pay your bill due to the impacts of the Coronavirus, there are options.

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COVID-19 Electricity Program

The state of Texas has created the COVID-19 Electricity Relief Program to help protect customers who are low income or unemployed as a result of COVID-19. Eligible customers will temporarily receive protection from disconnection. Those who receive assistance through Snap or Medicaid should be automatically enrolled in this relief program. Those who have recently filed for unemployment with the Texas Workforce Commission may be eligible as well and should call to confirm eligibility with the third-party administrator, Solix.

To enroll, you must:

• Enroll online or by calling Solix at 1-866-454-8387
• Provide the first and last name of the account holder
• Confirm the service address with city and ZIP code

You may also need to provide your account number, ESID (can be found on your electricity bill), the last four digits of the account holder’s Social Security number (SSN) and/or the telephone number associated with the account.

After enrolling, eligible participants will be required to submit both their electricity bill and a copy of their acceptance from the Texas Workforce Commission within 30 days to Solix via:

• Fax: 1-877-215-8018
• Mail: P.O. Box 4060, Killeen, Texas 76540-4060
• Email: TX_COVID-19ELECTRICITY_RELIEF@SOLIXINC.COM

Please get in touch with us once this information has been submitted, so we can work with you to find a payment solution.

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Payment Extension

A payment extension allows extra time beyond your original due date to pay your balance without fear of disconnection. Eligible customers should note that they’ll need to:

• Call us prior to the disconnection notice due date to request the extension
• Be prepared to pay a disconnection notice fee (if a disconnection notice was issued) and a disconnect recovery fee

Rest assured, you will not be charged a 5% late fee penalty for delinquent bills for electricity service, if you’re protected by the COVID-19 Electricity Relief Program detailed above.

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Deferred Payment Plan

As part of the COVID-19 Electricity Relief Program, deferred payment plans will be offered to all customers, upon request. A deferred payment plan allows you to pay the balance you owe in installments along with your regular monthly bill.

A reminder that if you agree to a deferred payment plan, you can’t switch to another electricity provider until your deferred balance is paid in full. Amounts you owe for enrollment deposits, final bills and write-off amounts may not be included.

Any customer who requests a deferred payment plan should note that they need to:

• Pay 50% of what you owe up front
• Be prepared to pay the rest in installments along with your next few current monthly bills (invoices)

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Additionally, if you’re seriously ill, you may qualify for other options.

Contact us today, so we can see if a payment solution is right for you.

For those customers at home, we recommend reading up on tips to reduce electricity usage, like turning off fans in empty rooms, unplugging any nonessential appliances and adjusting the thermostats by one degree, if safe and comfortable to do so.

Continue to rely on resources like the CDC for more information about COVID-19 and take steps, like practicing social distancing and washing your hands, in order to minimize the virus’ impact.

In our many years of business, we have seen our customers through both highs and lows — and this situation is no different. While we are faced with challenging times, we remain committed to you, our customers and our community. As always, we appreciate your trust and business, and will be in contact as new developments around coronavirus emerge.