COVID-19: We're Still Here

Published on Wednesday, April 8, 2020 in COVID-19

There is no such thing as “business as usual” these days. COVID-19 was just hitting our region when we sent our March 12 email outlining the precautions we were putting in place to keep our employees and customers safe. Much has changed since that time and we want to update you on new measures that we’ve taken.

As business operations shutter all over the region, MEC is still working. We are part of the critical infrastructure and continue to work to meet the needs of our customers; work just looks a little different these days. Here are some key points we want to share.

Customer Service. We closed our lobbies on March 18 for the safety of our employees and customers, but we’re still staffing our Solutions Center. Most of our reps are now working from the safety of their own homes, but we’re still here to take your calls and answer your questions. If you need to make a payment, each of our district service centers is equipped with a drop box. Those are checked regularly during our 8 a.m. – 5 p.m. business day and payments are posted on the same day. Here are a few other ways you can pay your bill or stay in touch.

If you do need to call for customer service, please be patient as our call volume is very high right now. We do have alternative ways that you can reach us, including email and Live Chat. Please visit our Contact Us page to learn more.

Paying Your Bill. We’re in a time of unprecedented fear and uncertainty and recognize that many of our customers are financially impacted. Our Solutions Team has always attempted to work with customers facing financial hardship, whether it’s a payment arrangement or referral for agency assistance. If you’re concerned about paying your bill, please call us sooner than later at 800.495989 so we can find a solution. We are waiving all penalties right now, but ultimately want to help our customers stay on top of bills to the best of their ability to avoid a huge catch-up when we reach the other side of this pandemic. Our team is prepared to help and support you through this time. It’s what we’ve always done and what we will always do.

Social Distancing. We’re working differently than we ever have and taking every precaution to keep our employees safe and healthy. You also play a role in that. Our crews are still at work in the field, and we’re asking you to maintain a safe distance. This is actually a practice we encourage all the time as the nature of our work is dangerous; the current situation simply adds another layer to the danger. Please leave our crews to do their work and don’t stop to chat or ask questions. If you have a question about what they’re doing, please call our office.

Resources For You: Just like it’s not business as usual right now, it’s not life as usual. We’re all learning new ways to do things. We’ve created a COVID-19 Resource Page with tips on working, learning, and playing from home; it also includes information to help you manage your energy use.

We’re all impacted by these frightening times. There is so much unknown right now, but we’re still here and together we’ll get through this.