Pacific Power Customer Guide: Lowering Account Balances during the Pandemic
Posted on April 1, 2021 by Charlotte Shuff
Tags, Energy, General Interest
The COVID-19 pandemic continues to have a devastating effect on too many Oregon families. Many households are still unable to afford their utility bills along with other basic living expenses. Since summer 2020, CUB has worked with regulators, utilities, and other stakeholders to create new programs to help energy customers affected by the pandemic reduce their past-due energy bills.
If you are struggling with past-due energy bills, there are new options available to help manage account balances. This guide is for Pacific Power customers. View the guide for Portland General Electric customers here. Stay tuned to the CUB Blog for guides on Oregon’s other major energy utilities as the programs begin.
Who qualifies?
You can qualify for Pacific Power’s bill payment program if:
- You are a residential Pacific Power customer (the account is for where you live)
- You have an outstanding balance on your account 31 days or older (unpaid bills from 31+ days ago)
How to Access Pacific Power’s Program
Many customers have already received communications from Pacific Power with options to join the program. All customers can sign up for the program online here.
If you prefer to talk to customer service directly, you can call Pacific Power to join the program.
- Call 1-888-221-7070
- Dial 1 for residential customers
- Dial 0 to speak to a representative
When you talk to customer service, they will try to figure out which program option is best for you. Use the information below to help you get the program option you prefer.
Tips for Talking to Customer Service
Be clear and honest about what is in your budget. Many of these options include paying the account balance over long periods of time, up to 24 months. Pacific Power may offer a shorter payback time at an installment amount that is too high for your monthly budget. You can ask for a lower monthly payment to be paid over the full 24 months.
Ask for the program option you want to use. Even if it is not the first offer, you can ask for these program options. If a program option is not what works for you, you do not have to use it.
Call as soon as you can. Especially for options where Pacific Power will contribute funds, the funding is limited. The sooner you call, the likelier it is that you will be able to get access to these funds. Pacific Power’s bill payment program options include:
One-Time Instant Grant
A one-time grant of up to $500 is extended to customers who need assistance to pay off past-due balances, reconnect service, or set up a Time Payment Plan (see more about Time Payment Plans below).
Best for: Customers who cannot make payments. Customers with account balances at or below $500.
Details: With the One-Time Instant Grant, Pacific Power will give customers up to $500. For balances over $500, you can start a Time Payment Plan to spread out your payments to pay back the remaining balance up to 24 months. Please note that if you choose this option, you cannot use the Extended Payment Match.
Extended Payment Match
Pacific Power matches customer payments for up to 12 months (up to $1,000 total matching dollars).
Best for: Customers with a balance of over $500 and can pay at least half of the total amount in 12-24 months.
Details: For the Extended Payment Match, you must be able to commit to a Time Payment Plan of up to 24 months. Pacific Power will only match payments for the first 12 months, even if the customer payment is spread across 24 months. Customers can also start with an optional down payment, which Pacific Power will match. Please note that if you choose this option, you cannot use the One-Time Instant Grant.
Time Payment Plan
Customer spreads payments over longer periods of time, for up to 24 months.
Best for: Customers who need a longer time to pay account balances. Customers who want to use the Extended Payment Match.
Details: While this alone does not include fund matching, the Time Payment Plan can make it easier to lower your account balance slowly. Combining this option with the Extended Payment Match allows you to lock in matching funds for up to 12 months while paying down your balance over time, for up to 24 months. You can also combine this option with the One-Time Instant Grant.
Government Energy Assistance Program
Energy assistance programs are not provided through Pacific Power but instead are overseen by the government and distributed through nonprofit organizations. These programs help low-income households by paying Pacific Power on the customer’s behalf. Please note that these funds are limited. You must meet income requirements and provide documentation to qualify.
See if you qualify for energy assistance here. To find an organization that can help you get energy assistance, call 211 or visit 211info.org/energy.
To learn about reducing your energy bills and energy assistance options, visit this CUB blog from 2020. For questions or concerns, contact CUB’s Membership Organizer, Charlotte Shuff, at .(JavaScript must be enabled to view this email address) or 503-227-1984 ext. 1.
To keep up with CUB, like us on Facebook and follow us on Twitter!
08/18/21 | 0 Comments | Pacific Power Customer Guide: Lowering Account Balances during the Pandemic