COVID-19 STATEMENT

COVID-19 Update:

January 11, 2021

All lobbies are open. We request customers to follow CDC recommendations when entering our facility (wear masks and maintain social distancing). If we find a safe environment cannot be maintained, our lobby will re-close to ensure the protection of employees, customers, and community. Also note that only the lobby is accessible to the public. No visitors are allowed in the other office areas except by appointment only, and only when social distancing, wearing masks and other CDC guidelines are followed.

We continue to encourage our members to conduct necessary business with MEC over the phone, online or via email, which continues to be the safest method to conduct business.

MEC has several payment options available to our customers including automatic bank draft, drive-through drop boxes and by mail. Phone and online options include credit/debit card and e-checks. To encourage phone and online payments, e-check fees and credit/debit card fees have been waived. These costs will be absorbed by MEC through the month of March 2021. After March, the standard e-check and credit cards fees will be reinstated. MEC has added an automated telephone payment system that allows members to pay bills by phone (toll-free 833-399-0814) 24 hours a day, 7 days a week.

Our drive-through windows remain open – 8:00 a.m. to 5:00 p.m., Monday through Friday (Roan Mountain Office 8:00am-4:30pm).

Our crews will remain on-call 24/7 to respond to any power outages or emergencies and make necessary system repairs. You can report an outage by calling your local MEC office.

During the COVID-19 pandemic, MEC has looked for ways to respond in the most helpful ways for our customers. We modified several of our processes and added additional resources to help during this time. We suspended residential disconnects and late fees for four months this summer and established a 6-month payment arrangement for individuals behind on their bill. We have waived credit card and e-check fees to encourage non-office bill payment methods. We also implemented the Community Cares Program through a joint effort with TVA, Operation Pocket Change and the neighborhood service centers/Volunteer Avery to offer additional assistance to families experiencing COVID-19 hardships.

MEC is committed to doing what we can to help our member-owners, our employees, and the community we serve. Thank you for allowing us to serve you.

COVID-19 Update:

August 11, 2020

Reminder: MEC has resumed disconnections due to nonpayment.

Special Arrangement Payment Plan: A special 6-month COVID-19 Payment Arrangement is available upon request by the customer. The customer must contact their local MEC office to request and authorize the special arrangement. This is not automatic. Any accrued residential energy bills that are due as of August 1st will be eligible for the special 6-month payment arrangement. See details below.

Mountain City Lobby to reopen August 17th:

MEC plans to reopen its Mountain City lobby with limited entry beginning Monday, August 17, at 8:00 a.m. Normal business hours will resume (8:00 a.m. to 5:00 p.m., Monday through Friday) with COVID-19 safety procedures in place. We request customers to follow CDC recommendations when entering our facility (maintain social distancing, good hygiene and staying home if feeling sick or have a fever over 100.4°F). Face coverings are requested. If we find a safe environment cannot be maintained, our lobby will re-close to ensure the protection of employees, customers, and community. Also note that only the lobby is accessible to the public. No visitors are allowed in the other office areas. Out-of-office meetings may be arranged by appointment only and only when social distancing/mask CDC guidelines are used.

We continue to encourage our members to conduct necessary business with MEC over the phone, online or via email, which continues to be the safest method to conduct business.