Late fee waiver for low-income seniors is latest customer service improvement

A proposed late fee waiver for low-income seniors is the latest improvement from CPS Energy as it works to enhance offerings for customers and increase awareness of existing programs. The waiver would be added to nearly a dozen customer assistance programs, an expanded affordability discount program, increased funding for bill assistance, and a direct educational and outreach effort through the recently created Community Engagement team, which includes the mobile Customer Response Unit (CRU).

“We have made a commitment to the community that we will make a greater effort to help those who are struggling to pay their bills,” said CEO Doyle Beneby. “These are some of the initial steps but there’s much more to come as we continue to bring value to our customers through programs and services as well as economic development and job opportunities.”

Today, the Board of Trustees approved the waiver for seniors 60 years of age or older with an income at or below 125% of the federal poverty level. The waiver, if approved by City Council, would go into effect on Feb. 1, 2015.

The proposed late fee waiver comes nearly three weeks after a process improvement that allows customers paying through Western Union to have their payments posted immediately. The real-time transaction means customers paying at third party vendors, like HEB, through Western Union no longer have to call or visit CPS Energy’s Customer Service Centers to verify their payment was received.

The Community Engagement team is working to help low-income customers be more energy efficient and to reduce the amount of energy they buy each month. During the past two months, the team has hosted two Community Program Fairs. More than 230 customers have successfully applied for the Casa Verde weatherization program at the events. Customers also have enrolled in a variety of assistance programs, including:

Affordability Discounts
Critical Care Program
Disabled Citizens Billing Program
Senior Citizens Billing Program
Burned Veterans’ Discount

For more information, visit

Christine Patmon

Christine is part of the Corporate Communications team at CPS Energy.

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