LAS CRUCES – Big changes are upon us for El Paso Electric customers who rely on personal payment centers in New Mexico and Texas to pay their bills. Over the past two months, El Paso Electric has quietly begun pushing customers away from in-person payments and toward their online bill collection systems.
According to EPE’s regional director for government affairs, Eric Montgomery, the move is an attempt to eliminate in-person payments.
“A lot of this is really due to new technologies and advances that we’re implementing,” Montgomery told the Doña Ana Board of County Commissioners on Tuesday.
According to Robert Heimer, EPE’s director of customer care, less than 5 percent of all utility customers pay in person at one of its four offices in New Mexico and Texas.
“The majority of our customer traffic that we see has been primarily over the phone,” Heimer said. “It’s also growing online.”
Heimer said that closing stores amounts to saving money. Additionally, with so few people using the centers, Heimer says EPE wants to focus on meeting people through other access points.
In Texas, EPE has already shut down personal payment centers. This change took place on January 13th. The two Las Cruces centers will end personal collections on February 10th.
How can customers pay their bills?
For the 5 percent of personal payers, EPE has a few bill-paying alternatives.
Utility customers may pay by credit card, ATM/debit card or electronic check through EPE’s website. A fee of $1.50 to $2.35 is charged for each invoice with this option.
Another option is to use payment kiosks in El Paso, Van Horn and Las Cruces. However, the kiosks may charge a fee depending on how customers pay. In addition, third-party payment agencies such as CheckFree or Western Union accept payments with costs attached. According to a press release from EPE, over 100 third party payment agencies are in EPE’s service area. Stores like Walmart, Dollar General and many grocery stores house these agencies.
With the closure of payment centers, off-premises and kiosks will be the only way to pay utility bills with cash.
Utility customers can also arrange a bank check with EPE through their website. In this system, the utility takes the money directly from utility customers’ bank accounts when the bill is due. There are no fees for this method.
EPE also accepts checks mailed to their El Paso office, El Paso Electric, PO Box 982, El Paso, Texas 79960, by postage paid. There are no fees for this method other than the handling and stamping costs.
Finally, EPE accepts payments by phone from Monday to Friday from 7 a.m. to 7 p.m. or via their mobile app. Both methods have fees ranging from $1.95 to $2.35.
What about the workers?
EPE employs 21 people at the four locations. No one will be released, said Heimer.
Instead, EPE will create new roles for workers.
“We are currently working to ensure that anyone who works in one branch can successfully move to other channels,” said Heimer.
Heimer did not provide any information about how the jobs of the store employees would change. However, he said that increasing online or telephone customer communication had created a demand for EPE’s attention in these areas and suggested that EPE would train staff in these areas. He also said many would be working from home.
“By repurposing these employees, we will be able to do more for our customers than we do today,” Heimer said.
Heimer acknowledged that the relationships between clients and EPE representatives at the in-person centers run deep.
“Customers bring (workers) treats and gifts and ask, ‘How are you kids?’ and things like that,” Heimer said. “There’s a big relationship there.”
But ultimately, Heimer said these workers would have to get used to working with people without seeing them in person.
Justin Garcia covers crime, courts and public safety. He can be reached by email at [email protected].
