El Paso Electric holds customer-assistance pop-up Tuesday at EPCC in East El Paso

EL PASO, TEXAS (KFOX14/CBS4) — El Paso Electric met one-on-one with customers Tuesday evening as some residents said rising electric bills have forced them to cut back on groceries and other everyday expenses.

The utility held a customer-assistance pop-up at the El Paso Community College Administrative Services Center in East El Paso. Representatives reviewed customer accounts, explained charges and discussed payment arrangements and financial-assistance options.

Marcelino Zavala said he attended the event looking for answers after his monthly bill rose from about $55 in May to nearly $110 in August.

Zavala, who is retired and lives on Social Security, said he has turned off lights and unplugged appliances in an effort to reduce his electricity use.

“I used to buy good groceries,” Zavala said. “So I had to buy half of the groceries. But now with this going on, I have to buy half of a half.”

Jordan Salas reports on El Paso Electric holds customer-assistance pop-up Tuesday at EPCC in East El Paso (Credit: KFOX14)

El Paso Electric Team Coordinator Michelle Lopez said representatives heard concerns about both recent rate increases and higher energy consumption during the hottest part of the year.

“We have a lot of people that are concerned because of the recent rate increases, but also because consumption tends to be higher around this time of year,” Lopez said.

Lopez said representatives discussed options including payment extensions, payment arrangements, budget billing and possible help through the utility’s Bright Hearts Fund.

Zavala agreed to let KFOX14 place a microphone on him during his meeting with a representative so viewers could hear how the assistance process worked. El Paso Electric stopped him from wearing it, saying it did not want personal account information recorded, even after KFOX14 said no personal information would be shared.

Zavala declined to continue his interview after meeting with utility representatives.

El Paso Electric declined KFOX14’s request for an on-camera interview about the decision but provided a written statement.

“Any recording of a live customer account interaction must be approved in advance and have a signed media release with El Paso Electric,” the statement said.

The utility said the policy is intended to prevent private information, including details involving other people listed on an account who may not be present, from being recorded or shared.

Sue Sanchez, a retired El Paso teacher, also attended the pop-up. Sanchez said her electric bill had generally remained between $28 and $32 after she installed solar panels, but increased to $72.47 in July and about $89 in August. She said she also pays approximately $79 each month for the solar panels.

Sanchez said the increases can create difficult choices for people living on fixed incomes.

“Some people are probably not going to be able to afford medicine,” Sanchez said. “People aren’t going to be able to afford buying good food.”

She said she initially did not plan to speak publicly but decided customers needed to voice their concerns.

“I figured if people don’t talk, nothing’s going to happen,” Sanchez said. “People have to come and people have to, you know, say they’re not happy with what’s going on. And I’m not.”

Upcoming customer-assistance pop-ups

El Paso Electric has three additional events scheduled:

Thursday, Aug. 6: 9 a.m. to noon at the City of Socorro Municipal Court, 860 N. Vista Road in Socorro.Tuesday, Aug. 11: 1:30 to 4:30 p.m. at the Canutillo Community Center, 7351 Bosque Road in Canutillo.Thursday, Aug. 13: 9:30 to 11 a.m. at the EPCC Administrative Services Center, Building B foyer, 9050 Viscount Blvd. in El Paso.

Customers seeking account-specific assistance must have the account holder present and bring a valid photo ID.

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