EL PASO, TEXAS (KFOX14\/CBS4) \u2014 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.<\/p>\n
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.<\/p>\n
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.<\/p>\n
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.<\/p>\n
\u201cI used to buy good groceries,\u201d Zavala said. \u201cSo I had to buy half of the groceries. But now with this going on, I have to buy half of a half.\u201d<\/p>\n
Jordan Salas reports on El Paso Electric holds customer-assistance pop-up Tuesday at EPCC in East El Paso (Credit: KFOX14)<\/p>\n<\/p>\n
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.<\/p>\n
\u201cWe 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,\u201d Lopez said.<\/p>\n
Lopez said representatives discussed options including payment extensions, payment arrangements, budget billing and possible help through the utility\u2019s Bright Hearts Fund.<\/p>\n
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.<\/p>\n
Zavala declined to continue his interview after meeting with utility representatives.<\/p>\n
El Paso Electric declined KFOX14\u2019s request for an on-camera interview about the decision but provided a written statement.<\/p>\n
\u201cAny recording of a live customer account interaction must be approved in advance and have a signed media release with El Paso Electric,\u201d the statement said.<\/p>\n
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.<\/p>\n
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.<\/p>\n
Sanchez said the increases can create difficult choices for people living on fixed incomes.<\/p>\n
\u201cSome people are probably not going to be able to afford medicine,\u201d Sanchez said. \u201cPeople aren\u2019t going to be able to afford buying good food.\u201d<\/p>\n
She said she initially did not plan to speak publicly but decided customers needed to voice their concerns.<\/p>\n
\u201cI figured if people don\u2019t talk, nothing\u2019s going to happen,\u201d Sanchez said. \u201cPeople have to come and people have to, you know, say they\u2019re not happy with what\u2019s going on. And I\u2019m not.\u201d<\/p>\n
Upcoming customer-assistance pop-ups<\/p>\n
El Paso Electric has three additional events scheduled:<\/p>\n
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.<\/p>\n
Customers seeking account-specific assistance must have the account holder present and bring a valid photo ID.<\/p>\n
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