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

To help protect our customers during COVID-19 pandemic, SRP prevented your meter from disconnecting, even if you used more power than you purchased.  

Now through Oct. 15, M-Power customers will be gradually returned to normal business practices. Returning customers at different times, rather than all at once, will help SRP support you during the transition. 

 SRP will continue to pause disconnections for customers on the Economy Price Plan (EPP) until early January. 

For customers with accumulated debt as of Oct. 1, SRP will automatically move this debt to a paydown balance. That way, the balance can be paid back over time through future purchases. If you’re signed up for M-Power eNotes, you will receive a notification when this debt is moved to your paydown balance. 

If you have a valid email address on file with us, you will receive an email the day before your account is returned to normal operations.

What happens once my accumulated debt has been moved to a paydown balance?

You may have a paydown balance already. If so, any accumulated debt will be added to this balance.  

Paydown balance + accumulated debt = total amount owed to SRP

Based on the total amount owed to SRP, a percentage of future purchases will go toward paying back the amount owed. On Oct. 1, if your total amount owed to SRP is: 

  • Less than $500, 35% of future purchases will go toward paying this balance off.  
  • Between $500 and $1,000, 50% of future purchases will go toward paying this balance off.  
  • More than $1,000, 70% of future purchases will go toward paying this balance off. 

Keep in mind that these amounts may change based on how much energy you use and how much you’ve paid SRP. 

If you don’t want your accumulated debt moved to a paydown balance, make a purchase to cover this amount before Oct. 1. The purchase must be enough to cover your accumulated debt in full and also add credit to keep the power on.

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 account 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

SRP’s Customer Resource Counselors also work closely with community action agencies to assist customers with possible utility assistance as well as other critical needs, such as food. Call (602) 236-8888 today to speak with a resource counselor to see if you qualify. 

COVID-19 and M-Power FAQ

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 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 and as a negative amount for your Power Remaining on the M-Power app.

When the normal rules of M-Power take effect in October, you can either pay the accumulated debt in full or it will be automatically moved to your paydown balance. A paydown balance allows you to pay what you owe over time.  

What is a ‘paydown balance?’

Sometimes M-Power customers may carry forward a portion of debt owed to SRP. This balance, called a paydown balance, will show on My Account and the SRP M-Power app as “Amount Owed to SRP.” This balance will get paid back over time through future purchases. 

A percentage of future purchases will go toward the paydown balance until it is paid in full.

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. 

The advance is added to your paydown balance and paid back 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.” 

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 help avoid a worsening financial situation.  Our team is available anytime, day or night, at (602) 236-8888.

3 thoughts on “COVID-19 update: What M-Power customers need to know”

  1. Avatar

    SRP is the most reliable and offers outstanding customer service. They really put everybody else to shame. Thank you SRP for truly valuing people over profits.

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