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Teams are available to take payments and discuss payment assistance programs; customer walk-in center hours temporarily modified

San Antonio, Texas – March 16, 2020 – Energy Advisors are available to answer customer phone calls and will keep walk-in centers open with temporarily modified hours. As part of CPS Energy’s commitment to safety and to slow the spread of the COVID-19 virus, effective Wednesday, March 18, 2020, CPS Energy walk-in center hours will be temporarily modified to 10:30 a.m. – 5 p.m., Monday- Friday.

The following walk-in centers will be open to serve customers 10:30 a.m. – 5 p.m. Monday – Friday.

“CPS Energy continues to focus on being there for our customers when they need us and we support our community’s efforts of social distancing during this time. Those who are at higher risk are advised to follow the advice of community leaders and remain home, if possible. We still want to provide options for our customers to visit us and we are taking additional measures to keep them safe,” said Rudy Garza, Chief Customer Engagement Officer (CCEO) for CPS Energy. “We’re here for you if you need to visit us in person, and there are other ways to reach out to us to make a payment and/or discuss payment assistance programs without leaving your home.”

You might also be interested in: March 11, 2020 – Statement from CPS Energy – Update Regarding COVID-19

CPS Energy provides multiple options to help customers without them having to make an in-person visit to a walk-in center. There are numerous ways to make payments, including mailing a check, pay by phone, and utilizing the Manage My Account service online. The company is readily available to respond to issues unrelated to bill payments either by phone or by utilizing our online service.

For customers who choose to visit a walk-in center, the following social distancing, hygiene, and sanitizing practices are taking place.

  • Customers will be asked to keep a 6-foot space between them and the people in front and behind them when in line.
  • Portable handwashing stations are being placed at each walk-in center for each customer to use before and after interacting with a teller.
  • These customer facing centers are cleaned with hospital grade cleaning materials at a minimum of 3 times a day.

CPS Energy continues to stand ready to help any customer in need. The utility announced on March 11, 2020, they will suspend energy disconnects for our customers in support of a request by Mayor Ron Nirenberg and the San Antonio City Council. CPS Energy will continue to follow the guidance of the Mayor and City Council as they’re leading our city through this pandemic. 

Customers experiencing financial hardship are urged to contact CPS Energy to discuss payment plan options. CPS Energy has a variety of money-saving and general assistance programs designed to help all customers who are experiencing a hardship.  For a list of money-saving and assistance programs, visit or call 210-353-2222 to speak to an Energy Advisor. To pay by phone, call (877) 257-1172. To mail a payment, include your bill and payment to CPS Energy, P.O. Box 2678, San Antonio, TX 78289.

CPS Energy is working diligently to protect customers and employees regarding the COVID-19 health event. The company continues to monitor this public health event as it evolves.  For personal safety and other health tips, visit the City of San Antonio’s COVID-19 webpage.

About CPS Energy

Established in 1860, CPS Energy is the nation’s largest public power, natural gas and electric company, providing safe, reliable, and competitively-priced service to 840,750 electric and 352,585 natural gas customers in San Antonio and portions of seven adjoining counties. Our customers’ combined energy bills rank among the lowest of the nation’s 20 largest cities – while generating $7 billion in revenue for the City of San Antonio for more than seven decades. As a trusted and strong community partner, we continuously focus on job creation, economic development and educational investment. True to our People First philosophy, we are powered by our skilled workforce, whose commitment to the community is demonstrated through our employees’ volunteerism in giving back to our city and programs aimed at bringing value to our customers. CPS Energy is among the top public power wind energy buyers in the nation and number one in Texas for solar generation.


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