SWEPCO's Response to COVID-19

SWEPCO is committed to the health and safety of our customers, communities and employees. We’re closely monitoring the COVID-19 pandemic and are working with state and local leaders to protect the public, our business partners and our team during this time of unprecedented disruption in our daily lives. While the days ahead may look different than what we’re all used to, the SWEPCO team has comprehensive plans in place to respond to the unexpected. We’re prepared and will continue providing our customers safe and secure electricity service.

Billing and Financial Hardship

We have temporarily suspended all service disconnections for non-payment. We know our customers are concerned about their families, and ensuring they have reliable electric service allows them to focus on staying healthy and well. We urge customers to make every effort to keep their accounts current during the period when disconnections are suspended. If you anticipate problems paying your electric bill, please view payment assistance information or contact us to discuss payment options.

Frequently Asked Questions About Temporary Disconnection Suspension

How long will the disconnection suspension last?

Due to the evolving nature of this pandemic and uncertainty around its impacts, we have not determined when service disconnections will resume. The suspension on disconnections is a temporary measure to provide short-term relief for customers. We’re working with our partners at state and local levels to monitor conditions and ensure our actions are meeting the needs of our customers and our communities.

Will customers have to pay for electric service used during the emergency?

Yes, customers are still responsible for all billed electricity. We urge customers to make every effort to keep their accounts current during the period when disconnections are suspended. If you anticipate problems paying your electric bill, please contact us to discuss payment options at 1-888-216-3523 or through our social media channels on Facebook and Twitter. We will work with you to set up payment arrangements and make appropriate accommodations. Keeping up with payment arrangements will ensure you remain in good standing and will remain connected once normal operations resume.

Why am I still receiving disconnect notices?

If you would normally be subject to disconnection, you may still receive disconnect notices even during the suspension. The notices are to inform you that a balance is due and will stress the importance of contacting us over the phone or through Facebook or Twitter to work out payment arrangements. Keeping up to date on payment arrangements will allow you to maintain service when the suspension is over. Community action agencies also need disconnection notices to process social service assistance.

What happens when the suspension is over?

If you have made and kept up with payment arrangements, you will be considered to be “in good standing.” If you did not make and keep current with payment arrangements and were subject to disconnection prior to the suspension, you will be subject to disconnection after the suspension is lifted. Our goal is to have no customer disconnected, and we will work with you to set up payment plans. Please contact us by phone or through Facebook or Twitter if you have any questions or need assistance.

Our team is monitoring guidance from the CDC and taking careful precautions to keep our workforce safe. Employees whose job functions allow them to work from home have been asked to do so until April 6, 2020. Our line crews and other critical employees who interact with the public and are critical to keeping power flowing are being instructed on how to perform their work and minimize exposure to the virus.

Arkansas Commission Temporarily Suspends Disconnection of Utility Services

The Arkansas Public Service Commission (APSC) has issued an order temporarily suspending the disconnection of electricity, gas and water services for nonpayment. (SWEPCO previously announced temporary suspension of disconnection of service on March 13, 2020. See information above.)

Details of APSC order

Provisions of the order include:

  • If they have not already done so, all electric, gas and water utilities under the jurisdiction of the Commission shall suspend disconnection of service during the pendency of the Governor's emergency declaration, or until the directive is rescinded by the Commission.
  • The order does not eliminate the requirement that utility customers continue to pay utility bills during this temporary suspension. Customers will ultimately be responsible for utility services accrued during this suspension.
  • The order does not affect a utility's ability to disconnect a customer's service for public safety concerns unrelated to non-payment of services.

View the full text of the order.

Payment Assistance

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One Time Payment Extension

One-time Payment Extension gives you a little more time to make your bill payment.
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Extended Payment Agreements

Payment Agreements let you request a monthly plan to pay off your balance in full.
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Neighbor to Neighbor

A year-round emergency relief fund available to SWEPCO customers who qualify for assistance.

Business Assistance

For most of us, it has not been business as usual. We're here to help you renew and restart, so when your doors swing open you'll stand strong. Our business experts are ready to explain the essentials like payment assistance plans and applying for the relief programs that fit your needs. Find a list of federal assistance programs or call our Business Solutions Center at 1-888-776-1368.

Help is also available for your business through state economic development commissions.

Workforce Safety

Our team is monitoring guidance from the CDC and taking careful precautions to keep our workforce safe. Employees whose job functions allow them to work from home have been asked to do so. Our line crews and other critical employees who interact with the public and are critical to keeping power flowing are being instructed on how to perform their work and minimize exposure to the virus.

Have Questions? We’re Here.

We continue to monitor the situation and will update customers accordingly. In the meantime, we're ready to answer your questions and address concerns at 1-888-216-3523 and through Facebook and Twitter. Stay safe out there.