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To Avoid Disconnection of Services, Customers with Past-due Accounts Encouraged to Enroll in Recovery and Assistance Programs

July 30, 2020

During the first several months of the COVID-19 pandemic, EWEB responded by implementing short-term crisis programs for customers who were financially impacted by the economic downturn. We voluntarily issued a moratorium on service disconnections, temporarily extended a $260 bill assistance credit to customers who lost their jobs due to the pandemic, increased funding for our bill assistance program, and allowed customers to defer existing loans.

Now, in order to be good stewards of our customers' financial resources and keep the utility operationally and financially resilient, we need to shift to measures that help customers bring their accounts up to date over time.

For customers with past-due accounts who have not enrolled in a repayment plan, EWEB will return to standard disconnection procedures effective Aug. 10, 2020.

To avoid disconnection of services and additional fees, we encourage customers with past-due accounts to immediately:

1) Pay any past-due balance in full, or

2) Enroll in a payment plan

Recovery Programs are in place to help customers repay a past-due balance that has accrued as a result of COVID-19.

We can offer re-payment terms on a past-due balance of up to $3,000 over a period of six months. Additional options may be available for business and non-profit customers.

In some cases, we may be able to provide special terms for customers who have unique circumstances due the economic impacts of COVID-19.

In addition to our bill assistance program and the extended repayment plans, EWEB continues to offer special terms and/or crisis funding for customers who have unique circumstances due the economic impacts of the pandemic, such as those who lost their jobs and are still awaiting federal pandemic assistance or state unemployment benefits.

We understand the challenges customers are facing, and our Customer Service staff want to work with each individual to find solutions. Any customers struggling to pay their bills, should call EWEB at 541-685-7000 M-F 9 a.m. - 6:30 p.m. or visit our COVID-19 resource center for more information.