The health and safety of our members, our employees and our community is always a top priority. We’re monitoring the rapidly evolving Coronavirus (COVID-19) outbreak. We’re committed to helping navigate this situation and our thoughts are with everyone impacted. Together, we can weather this storm. Just like we’ve done in the past with hurricanes and ice storms. We are #HorryCountyStrong.
Horry Electric is working very hard to do our part to keep the virus from spreading in accordance with the CDC guidelines for Coronavirus (COVID-19). Field crews are continuing operations, but we ask that you keep a 6-foot distance from them as they perform their duties. Our offices remain open to the public, but that is subject to change. We are urging members to use online tools to make payments and track energy use. We are inviting members to follow us on all social media channels, especially our Facebook page.
We have temporarily discontinued home consultations and installations for the H2O Select and Load Management programs, as well as the Surge Guard program. The Energy Advisors are still available by phone @ 843.369.2211 and by email for the duration.
Disconnections are being held
We want to reassure members that we are currently holding disconnects on all accounts and they will remain on hold until the state of emergency in our area is lifted. We are looking at a re-evaluation on March 31 and urge members to keep their account in good status to avoid disconnection when the hold is removed at the end of the COVID-19 emergency.
Please continue to keep track of your energy use and try to continue to pay your balances if at all possible. For your convenience, we will continue with alerts, reminders and late payment notifications to help members keep track of their account status. There is no chance of disconnection until the state of emergency is lifted, but once it is lifted, we will resume disconnecting services. We’re taking these actions because the last thing we want is for anyone to have to deal with the disconnection of service, a huge balance to be paid, plus reconnection fees at the end of the state of emergency. It’s all part of #LookingOutForYou because we are #LocalPeopleServingYou.
We have compiled some questions you may have and the answers to those questions.
Q: Is Horry Electric Cooperative ready and prepared to deliver reliable power during the COVID-19 outbreak?
A: Horry Electric is prepared and our team is continuously monitoring the situation and we will reassess our plans as needed. We are Local People Serving You and we are part of your community. As a provider of an essential service, we are determined to continue providing the safe and reliable power you need, while helping protect the health and safety of our employees, neighbors and community.
Q: How is Horry Electric protecting its employees?
A: We are implementing preventative measures to help keep our employees as safe as possible. All employees who are able to perform their work without being in the office are working remotely. All employees who interact with members for programs or in-office visits may cancel or reschedule non-urgent appointments and services. If an employee must be on-site, they have been directed to maintain a distance of six feet from other people and not shake hands. They can also use virtual forms of communication where it is possible.
Q: How is Horry Electric protecting the energy grid?
A: We are taking steps needed to ensure the stability and continuity of our operations, including resource and supply chain planning. Delivering safe and reliable electricity is our responsibility – and it’s our commitment to you, our members, that we continue to do so.
Q: What is Horry Electric doing for members who can’t work/can’t pay their bills?
A: We understand many of our members may be facing unusual financial hardships during this time, so we have suspended all disconnections for non-payment. We strongly encourage members to continue paying their bills in a timely manner. Late fees will apply, but there will be no disconnect actions taken. Alerts, reminders and late payment notices will continue to help members keep track of their account status.
We know this is a challenging time and we are committed to serving you, as well as our communities throughout Horry County. If you are having trouble paying your bill, please contact our office at 843-369-2211 during regular business hours and, as always, we will work with you.
Q: What does “suspending disconnection for non-payment” mean
A: This means we’re not taking action to disconnect an account for non-payment while we are in a state of emergency. We will continue to read meters and send bills, so we encourage our members to pay what you can in order to avoid building up a large balance that will be harder to pay off later. It also means we won’t disconnect members’ electric service, even if they haven’t paid bills that are overdue. Again, we encourage everyone to stay as up to date with their payments as possible. To help you keep track of your account status, we will continue sending out alerts, reminders and late payment notifications.
Q: How does this affect late fees?
A: Late fees will still apply. That’s why Horry Electric encourages members to stay as up to date with their payments as possible. We understand this is a difficult and unusual time, so we will work with members on extensions and we will not disconnect electric service if payments are overdue.
Q: What if I need to reach the Member Service Department?
A: We ask for our members’ patience as we may have to work with a reduced call center and service department staff, due to employees needing to take care of loved ones, including children due to school closures. We would like to remind members that they can do business with us by phone or you can access account information through our online member portal, MyEnergy Online on Horry Electric’s website or download our mobile app. Social media is also a great tool to stay up to date with the latest information from Horry Electric as this situation continues to unfold. You can also email us at firstname.lastname@example.org