EL PASO, TX – Effective January 13, 2023, El Paso Electric Company (EPE) will close two of its walk-in payment centers in Texas; while two more locations will cease operations in New Mexico on February 10, 2023.
Following the Covid-19 campaign, El Paso Electric continues to see a significant increase in mail-in and online payment options and customer adoption of digital and telephone communication channels. As a result, traffic to the four walk-in payment centers has decreased significantly.
“Our customers’ shift to digital and telephone channels has proven to be the way customers want to contact us and pay their bill. During the summer season, we saw call center wait times reach an all-time high and that’s when we knew we needed to improve the customer experience,” said Robert Heimer, EPE’s Director of Customer Care.
Customers can contact EPE’s customer care team by email at email@example.com, by chat at epelectric.com or by phone at 1-800-592-1634.
The electric utility acknowledged that some customers will continue to pay their energy bills in cash, so it indicated that two options for doing so will continue to be offered, both at payment kiosks and at more than 100 convenient third-party payment locations.
The various payment options for all customers include automatic payment, deductible to the customer’s bank account each month; online, through El Paso Electric’s website; at authorized third-party payment agencies; mobile app; self-service kiosks; mail; and by phone at 800-624-2142.