Frequently Asked Questions

A | The Average Payment Plan (APP) is a budget plan that provides residential customers with the convenience of paying their bill in average monthly installments. This plan allows customers to make fixed payments each month, avoiding the fluctuation of monthly bills which may rise as a result of heating and/or air conditioning use.

A | You may enroll in the APP Plan if your account meets the following conditions:

• Residential customer
• Active account status
• No deposit pending
• Not on a Time Payment Arrangement
• No arrears
• Not removed from APP more than once, either voluntarily or for non-compliance, within the past 12-months.

A | There is no cost to participate in the Average Payment Plan.

A | Your bill will show the new APP amount one month before the change. This change is sometimes necessary when your electricity use increases or decreases. Customers with electric heat or air conditioning may experience this if weather conditions change from one year to the next.

A | Contact Pepco online or call Pepco Customer Service at 202-833-7500. Customer service representatives are available from 7 a.m. to 8 p.m. Monday to Friday.

A | Pay the full overdue balance listed on the notice before the shutoff date, or contact us online or call Customer Service at 202-833-7500 to discuss payment arrangements. Payments can be made online or by calling our toll-free number (click here).

A | Contact us online or call 202-833-7500 from 7 a.m. to 8 p.m. Monday to Friday to discuss possible payment options to avoid having service disconnected.

A | Call Pepco Customer Service at 202-833-7500. Customer service representatives are available from 7 a.m. to 8 p.m. Monday to Friday.

A | You may receive a shutoff notice if you are making monthly payments but still have an overdue balance. To avoid a potential service disconnection, see above: “I received a disconnect notice. How can I keep my service on?”

A | Payments are deducted from a checking or savings account automatically each month on the due date. You can access your electric bill and make payments online at www.pepco.com by clicking on “Pay Your Bill.” You can choose to make a one-time payment or arrange for monthly direct debit from your bank account. To enroll, click here.

A | This option lets you pay a bill directly from a checking or savings account. You designate the bank account, the payment amount and the date you want your payment made. Your bank then deducts the amount and sends it to us. To pay online, click here.

A | You can pay your electric bill using your MasterCard, ATM/debit cards under the Star Network and electronic check payments are accepted over the phone by calling BillMatrix, Inc. at 1-800-960-1242. Have your Pepco account number and your payment information handy. This service is available 24 hours, seven days a week. BillMatrix charges for these services. Click here.

A | You may pay your bill at any America’s Cash Express (ACE), Global Express or Western Union location in the Washington Metropolitan area where cash, checks (some locations) and money orders are accepted. You must provide your Pepco bill or account number when paying. A fee is charged for these services. Your payment will be posted to your Pepco account on the next business day. Click here.

A | Many factors can change your bill from month to month. Consider these questions:

• Was the billing cycle longer this month?
• Was it colder or warmer?
• Did you have extra guests or run extra appliances?

A | For ideas on how to save, visit our “My Account” which allows you to view why your bill changed, find ways to save money, compare and analyze your bills to see why they changed and to see where your dollars go.

A | For tariff and rate information click one of the links below:
Residential information
Business information

A | Pepco customers who do not choose an electric supplier will receive Standard Offer Service (SOS). meaning electricity is both purchased for you and delivered to you by Pepco. The SOS rates are reset once a year on June 1 and are determined through a competitive bid process in which Pepco purchases electricity for its customers. The D.C. Public Service Commission has approved the use of laddered three-year contracts to provide supply for residential customers. Each year about 33 percent of the total residential supply is put out for bid.

A | Your rate, or “rate schedule”, is listed on page 2 of your billing statement under “Account Detail”.

A | Paperless billing lets you view and pay bills online. You no longer receive bills in the mail. Instead, you receive an e-mail notice when a bill is ready online.

A | If you’re a first-time user on E-bill, you’ll need to create a User ID and password to get started. Click here.

A | Yes. You have the option of receiving a paper and/or paperless bill. You have the ability of printing your last six statements from our Web site. Click here.

A | You can pay your electric bill using your MasterCard, ATM/debit cards under the Star Network and electronic check payments are accepted over the phone by calling BillMatrix, Inc. at 1-800-960-1242. Have your Pepco account number and your payment information handy. This service is available 24 hours, seven days a week. BillMatrix charges for these services. Click here.

A | You can pay online from your bank account. You can schedule when payments are made each time or sign up for Debit Deduct (click here) which automatically deducts your payments when they’re due.

A | Call 1-877-PEPCO-62 (1-877-737-2662) and press 1 when asked: “Are you calling to report total loss of power?”

A | The system detects your phone or account number and uses that and a series of questions to verify the outage location.

A | After you report the outage, we’ll share information about our restoration efforts.

A | We regret that we cannot respond to outages reported by e-mail. Please do not dial 911 for outage information or to report power outages.

A | Call 202 872-3432 or TTY 202-872-2369 to report downed wires and life-threatening emergencies.

A | We regret that we cannot respond to outages reported by e-mail.

A | If we’re aware of your outage, we’ll give you an estimate of when we expect to have power restored. If the outage just occurred, we’ll estimate a time based on averages. As crews evaluate the damage, that estimate may change.

A | Yes. Call 1-877-PEPCO-62 (1-877-737-2662) to hear restoration updates. Also, when you call to report your outage, you can request a call back if your estimated restoration time changes.

A | Click one the links below to learn more about starting or stopping your service online, or call Pepco Customer Service at 202-833-7500. Customer service representatives are available from 7 a.m. to 8 p.m. Monday to Friday.

Residential service information
Business service information

A | We can start service in your name effective as soon as the next business day. Also, we can stop billing you for your service as soon as the next business day.

A | No, there is usually no fee for connecting service unless the service was disconnected for nonpayment and you are requesting to be reconnected.

A | Generally, we can only put service into the name of the person to whom we are speaking.

A | We require a 3-day advance notification to stop service in your name.

A | You should contact us as soon as possible. We require a 3-day advance notification to stop service in your name.

A | A deposit can be requested for existing or new customers for account delinquency, service disconnection for nonpayment, unpaid final bill and/or current diversion in the last 12 months.

A | The security deposit is held on active accounts for a minimum of 4 years.

A | Yes, if we hold your deposit more than 12 months, interest applies. Effective January 1 & 15, 2008 respectively, the new interest rate for the District of Columbia and Maryland residential and non-residential customers is 3.91%.

A | The deposit is always refunded when the account is final billed. We apply your deposit and interest and you are refunded the balance or billed for any account balance.

A | Yes. Contact us online or call customer service at 202-833-7500 to see if you qualify. Customer service representatives are available from 7 a.m. to 8 p.m. Monday to Friday.

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