COVID-19 update: What M-Power customers need to know

m-power-box

(Updated: July 20, 2020) We recognize that many of our customers have been, and continue to be, impacted by the COVID-19 pandemic. To help protect the people we serve, we began pausing service disconnections in March and will continue to do so through Sept. 30. This also applies to M-Power customers. 

Please remember that you will still be charged for the energy you use. It’s important to keep making purchases to avoid accumulating debt. 

What we’re doing to help M-Power customers

If you’re having trouble purchasing power for any reason, call SRP as soon as possible.  Our customer service representatives are available 24 hours a day at (602) 236-8888. We have programs, partners and resource counselors ready to support you.  

Save $23 per month with the Economy Price Plan discount

SRP’s Economy Price Plan is offered year-round, but we want to make sure you know about it now. If you qualify, we will put a $23 credit on your M-Power box each month.  

Depending on how many people live in your home and how much everyone earns, you may qualify for this monthly discount. See if you qualify. 

See if you qualify for federal funds to pay your energy bill

The Low Income Home Energy Assistance Program (LIHEAP) helps income-qualified households pay their energy bills. Call (602) 236-8888 today to speak with a resource counselor to see if you qualify.  

FAQ about COVID-19 and M-Power

We know it’s important for our M-Power customers to be in control of their budgets. We’ve put together a list of some questions we’re hearing from customers during this trying time. 

What happens if I stop making M-Power purchases while SRP has stopped disconnections?

Even though we aren’t turning power off for non-payment during this time, customers will continue to be charged for the electricity they use. If you are able to, you should continue to make purchases to keep credit on the meter during this time.

If any power is used after the credit on the meter runs out, the cost for this power will be shown as “Accumulated Debt” on the M-Power display box. 

What is ‘accumulated debt?’ 

When your meter runs out of credit and your power stays on, your account accumulates, or builds up, debt.  This is the amount of power you have used but have not yet paid for. This amount will be shown as “Accumulated Debt” on the M-Power  display box.  

To keep you informed during this pandemic, we will send all customers with an email on file a weekly summary of accumulated debt, if you have any. 

When the normal rules of M-Power take effect in October, you can either pay the accumulated debt in full or have it automatically moved to your paydown balance so that it can be paid down over time. We will share additional details on this process as they are available.

What is an ‘advance?’

If you’re having trouble making a payment, you can request an advance. An advance is like a loan from SRP but with no interest or fees. It’s added to your account balance and paid back automatically over time.

With each future purchase you make, a percentage of the purchase will go toward paying back your balance.

How do I request an M-Power advance?

You can request an advance using the M-Power mobile app or by calling SRP at (602) 236-8888

To request an advance through the M-Power app: 

  • Log in and tap the menu icon in the top left corner. 
  • Tap “Request an advance” from the drop-down menu. 
  • Review the Safety Statement and tap “Submit Request.” 

What is a ‘paydown balance?’

When your account has an unpaid balance, you’ll see this noted as “Amount Owed to SRP” in the M-Power app and on My Account. Depending on how much your balance is, a percentage of future purchases will go toward paying the balance off.  

Always remember that we’re here to help

If you are having a hard time making a purchase for any reason, please let us know as quickly as possible. We can work with you to keep financial troubles from getting out of hand.  

Our team is available anytime, day or night, at (602) 236-8888

SRPconnect

SRPconnect

For more than a century, SRP has provided reliable, affordable water and power to more than 2 million people in central Arizona. As a community-based not-for-profit water and energy company, SRP acts in the best interest of the people it serves and strives to help build a better future for Arizona.

More Posts - Website - Twitter - Facebook