PGE Customer Guide: Lowering Account Balances during the Pandemic
Posted on March 30, 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 Portland General Electric (PGE) customers. 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 PGE’s bill payment program if:
- You are a residential PGE customer (the account is for where you live)
- You have an outstanding balance on your account (unpaid bills)
Funds for these PGE program options are limited to $1,000 per customer. You can mix and match which options you use, but PGE will only give customers up to $1,000 total per household.
How to Access PGE’s Program
Many customers have already received communications from PGE with options to join the program. If you have received an email, you can follow the link to sign up for the program online.
If you are unsure if PGE has contacted you, you haven’t received an email, or you prefer to talk to customer service directly, you can call PGE to join the program.
- Call 503-228-6322 or 800-542-8818
- Select option 2 on the phone tree (billing and account information)
- Select option 0 on the phone tree to talk to a customer service 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. PGE 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 you want to use. Even if it is not the first offer, you can ask for these program options. If a short-term matching program is not what works for you, you do not have to use it.
Call as soon as you can. Especially for options where PGE 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. PGE’s assistance program options include:
50/50 Match
Customer pays half the balance and PGE pays the other half (up to $1,000).
Best for: Customers who can pay half of their account (up to $1,000) now.
Details: To qualify for 50/50 Match, you must be able to pay the full half of your unpaid balance. If your balance is more than $2,000, you can pay $1,000 and PGE will match $1,000 and set up a Time Payment Agreement for the remaining balance (see more about Time Payment Agreements below.)
Three Month Payment Match
PGE matches customer payments for up to three months.
Best for: Customers with a balance of between $100-$500 and can pay half of the total amount in three or fewer months.
Details: To qualify for Three Month Payment Match, you must be able to pay the full half of your unpaid balance within three months.
Extended Payment Match
PGE matches customer payments for up to 12 months.
Best for: Customers with a balance of over $500 and can pay at least half of the total amount in 12-24 months.
Details: To qualify for Extended Payment Match, you must be able to commit to a Time Payment Agreement of up to 24 months. PGE will only match payments for the first 12 months, even if the customer payment is spread across 24 months.
Customer Assistance
PGE provides up to $500 without customer payment.
Best for: Customers who cannot make any payment and have received energy assistance or do not qualify for energy assistance (see more about energy assistance below).
Details: To qualify for Customer Assistance, it is best to apply for energy assistance before asking PGE for this option. Energy assistance programs are not managed by PGE but are provided through government or nonprofit organizations.
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.
Time Payment Agreement
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 Agreement 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 while paying down your balance over time, for up to 24 months.
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.
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08/18/21 | 0 Comments | PGE Customer Guide: Lowering Account Balances during the Pandemic