Dear Valued Customer,
As the COVID-19 pandemic continues to evolve in our communities and throughout the world, we at Pepco remain steadfast in our determination to power Washington, D.C. and Maryland through this crisis. I’m writing today to keep you informed on the work that we are doing to help ensure every customer has access to safe and reliable electric service during this critical time, through policy extensions and through our essential work.
We recognize that the impact of COVID-19 on our customers and communities has been greater than anyone could have imagined, with many experiencing financial difficulties and uncertainty about the future. As a result, we have made the decision to extend the COVID-19 customer support policies we announced last month through at least June 1, 2020. These policies include:
- Suspending service disconnections for all customers and working with customers on a case-by-case basis to establish payment arrangements and identify energy assistance options.
- Waiving all new late fees for customers.
- Reconnecting service for customers who have had their service disconnected. No new connection fees or deposits will be required; however, customers will continue to be responsible for previous unpaid balances.
Customers in need of support should call Pepco customer care as soon as possible at 202-833-7500. We will work closely with customers to avoid having their service shut off, waive late payment fees, discuss reconnections, and determine eligibility for assistance programs. Visit
pepco.com
to learn more about our assistance programs.
We understand that we all need to come together in support of one another during this difficult time, extending these policies and offering support to customers is one of the many ways we are doing just that.
We also understand the essential service we provide, which is why the hardworking men and women of Pepco are passionately working each day to keep the lights on. You should expect to see crews working on the local energy grid in your neighborhood, a result of our responsibility to provide life-sustaining, essential services today and in the coming months. The incredible work of these dedicated frontline teams ensures a well-maintained grid that can withstand the weather events like those we have seen over the past week.
When you see a Pepco crew in your neighborhood, they’ll likely be wearing masks and gloves, among other personal protective equipment, to protect themselves and our customers. The work they do is in close coordination with our state and local agencies. As the situation continues to evolve, we will continue to adjust our practices and procedures, with employee and customer safety as our top priority.
Nothing is more important than the safety of our customers, employees, and communities. During this pandemic, we will power through together.
Thank you,
Derrick Dickens
Senior Vice President and Chief Customer Officer, Pepco Holdings
