PECO Billing System issues
Rep. Napoleon Nelson May 5, 2025 | 10:42 AM
On behalf of PECO customers in our district affected by the company’s ongoing delayed billing issue, we asked PECO the list of questions below. This information is intended to help residents understand the situation, the support options available, and where they need to take action.
Customers can view their PECO account online at . PECO is directing customers with any additional questions to contact them by emailing or by calling their Customer Care Center at 1-800-494-4000.
1. Are Budget Billing customers also impacted by the billing system issues?
Response: Yes. If a customer on budget billing is experiencing a delayed bill, once billing resumes, they will be billed in accordance with PECO’s budget billing program.
2. Are both electric and gas accounts being affected?
Response: Yes.
3. Are the payment plans being offered the standard ones already available, or will PECO be implementing a specific plan for those affected by this situation?
Response: PECO will work with customers on individualized payment agreements.
4. Will these plans be income-based, time-sensitive, or allow for long-term repayment? Will customers be expected to pay the full balance immediately upon receipt?
Response: Customers will not be expected to pay the full balance immediately. As noted above, individualized payment agreements will be available.
5. For customers enrolled in AutoPay, is there a way PECO is working to pause, adjust, or notify customers before multiple months’ charges are withdrawn at once?
Response: Yes. PECO has notified customers that once their bill is ready, they can contact PECO to pause AutoPay or unenroll online before the payment is processed. AutoPay notifications are sent prior to deduction.
6. If customers can’t afford to pay the full balance right away, are they at risk of shutoff even though the delay wasn’t their fault?
Response: No. Customers affected by delayed billing are not subject to service termination. Payment agreements are available as needed.
7. Have LIHEAP grants been successfully applied to any affected accounts?
Response: Yes. Approved LIHEAP grants are applied when received. Delayed billing will not affect this process.
8. How will PECO notify customers once billing resumes?
Response: PECO has been sending notifications via email and mail to inform customers about the billing delays and to encourage them to contact PECO with any questions when their bill arrives.
9. Will PECO be waiving late fees or penalties on delayed bills?
Response: Yes. Late fees and penalties are being waived while customers experience delayed billing. Customers are encouraged to contact PECO for payment agreements if needed.
10. Is PECO tracking which customers are affected by billing delays?
Response: Yes. PECO is tracking all impacted customers.
11. How will PECO handle accounts that changed or moved during the billing delay?
Response: PECO tracks account changes and will reconcile billing according to existing procedures.
12. Will usage during the delayed months still be itemized for review?
Response: Yes. Customers will be able to review itemized usage once billing resumes.
13. What can we share with constituents about PECO’s overall plan?
Response: A comprehensive response was provided to Chair O’Mara and shared with the Southeast Delegation on April 29, 2025. You may share that letter with your constituents.
14. Can we notify constituents about available payment plans for affected customers?
Response: Yes. You are encouraged to include this in your newsletter. The attached letter includes the necessary details.
If you need additional assistance or have further questions, please contact my office at (215) 572-5210 or RepNelson@pahouse.net.
For a copy of the Southeast Delegation letter to PECO, click here.
For a copy of PECO's response, click here.