San Antonio, Texas – (July 31, 2020) – As Bexar County continues to see an increase in COVID-19 cases, the utility is reminding customers who do not feel well or who have tested positive for COVID-19 to utilize other convenient ways available to conduct business with the utility without visiting a walk-in center. Customers can pay bills by phone by calling (877) 257-1172 or can mail their bill and payment addressed to CPS Energy, P.O. Box 2678, San Antonio, TX 78289. Customers can also utilize the Manage My Account feature found at cpsenergy.com or can opt to make a one-time on-line payment without the need to log in to Manage My Account.
“We have continued to provide our customers with payment arrangements and help them find assistance with their bill during this pandemic. We recently started making outbound calls to customers to walk them through their options” said Rudy Garza, Chief Customer Engagement Officer at CPS Energy. “Our goal is to ensure customers don’t stress about paying for the essential services they need. Our convenient options are extremely helpful so that customers who are not feeling well or may be displaying possible COVID-19 symptoms or concerned for their health in general, can conduct business with us online or by phone without the need to come in to an office. We love when our customers visit our walk-in centers, but we respectfully request you stay home if you have tested positive and are recovering from COVID-19. That is not the time to come see us, and if you are concerned about your bill, please call us at 210-353-2222.”
Additionally, CPS Energy had to temporarily close walk-in payment centers this week at 660 S.W. Military Drive at Shoppers City Mall and 803 Castroville Road Suite 406 at Las Palmas Center after learning that COVID-19 – positive customers had entered the facilities. Although these customers followed the recommended guidelines and wore face coverings, CPS Energy exercised an abundance of caution by temporarily closing both locations to sanitize the area to protect customers and employees, which caused interruptions for other customers who rely on walk-in centers to make payments. If a payment center has to close, please visit cpsenergy.com/assistance or call 210-353-2222 to explore payment options.
In accordance with the City and County orders, the utility is requiring all employees, customers, contractors, and visitors to wear a face covering when they are unable to keep six feet of distance from others when they are in a CPS Energy facility or workplace, including customer payment centers. In lieu of visiting a payment center, the utility stresses the use of online services or a phone call to their Energy Advisors at 210-353-2222. CPS Energy’s new COVID-19 Health & Safety Policy is posted in each facility and has been communicated with all employees and contractors. This policy has also been posted on the CPS Energy website.
CPS Energy will continue to keep customers, employees and the community safe during the pandemic.
CPS Energy continues to be flexible when working with customers to ensure they are on one of many assistance programs during this time of need. Energy Advisors are currently proactively calling customers to ensure they are aware of these assistance programs and resources. In addition to the temporary suspension of disconnects, and the waiving of late fees on unpaid balances for customers who participate in a company-sponsored payment plan, CPS Energy has a variety of money-saving and general assistance programs available for customers.
CPS Energy employees have not been immune to the pandemic, the utility reports the number of positive cases among CPS Energy employees at 76. Contact tracing and notification of any coworkers and customers who were in contact with these individuals has been completed. As a precautionary measure, deep cleaning of facilities where these employees were during the last 2 weeks has also been completed. The utility continues to support these employees as they are recovering at home. CPS Energy reports there are 134 employees who have self-quarantined as a precaution. Personal information about these employees, including specific health data of the employees, will not be disclosed in accordance with applicable laws and regulations.