Utility’s proactive outreach combined with CORE initiative offers help to customers, especially those with past-due bills
August 20, 2021 (San Antonio) – CPS Energy, in collaboration with District 5 Councilwoman Teri Castillo, Bexar County, and other agencies, is hosting a utility assistance fair on Saturday, August 21 from 10 a.m. to 2 p.m. at the Westside Customer Service Center, 803 Castroville Road, Suite 406. The following week, CPS Energy will join District 7 Councilwoman Ana Sandoval for a fair on Saturday, August 28 from 9 a.m. to 1 p.m. at St. Mary’s University’s Bill Greehey Arena, 1 Camino Santa Maria. At both events, customers can meet one-on-one with Energy Advisors who can help them find financial assistance, enroll them in a CPS Energy assistance program, or set them up on a payment plan.
After 18 months of suspending disconnections during the COVID-19 pandemic, CPS Energy will resume normal operations starting in September. The assistance fairs are an additional opportunity to meet customers in the community during hours that are convenient for them. CPS Energy also continues its direct and proactive calls through its award-winning Customer Outreach Resource Effort (CORE).
“We’re working to get the message to customers about the various payment options available to them,” said Rudy Garza, CPS Energy’s Chief Customer & Stakeholder Engagement Officer. “Our goal is to reach every customer at risk of being disconnected and set them up on a payment plan or point them to the right resources. Working with our community partners, we have now connected our customers to nearly $34 million in assistance. That’s up $1.4 million from the previous week. There’s help available, in one form or another, for anyone who will connect with us.”
Customers are eligible for disconnection anytime between 42 to 64 days after their bill is issued. The phased-in approach of resuming disconnections for past-due bills is as follows:
The current number of customers eligible for disconnection is down over the past month. As of July 31, a total of 72,844 customer accounts, with 4,018 being commercial, are eligible. That compares to 74,423 customer accounts the month before. Customers in need of help are encouraged to call CPS Energy at (210) 353-2222. Residents attending the District 5 or 7 utility assistance fairs should bring the following documentation as part of their application process:
- Photo ID (Texas Driver’s License Identification Card, Military ID, Passport)
- Gross Income Documentation for last 30 days (wages, award letters, social security income, disability, retirement, unemployment/TWC, child support, other income)
- Social Security number for an account holder (last four (4) digits only)
- SSN for household members required for Bexar County
- Birth certificate or Passport (Birth certificates may be required for all children)
For customers seeking energy efficiency information, help with enrolling in CPS Energy’s Affordability Discount program or other resources, CPS Energy is hosting pop-up events throughout the community. For more information, visit www.cpsenergy.com/events.