NES Offers Assistance During COVID-19

In response to the effects of COVID-19, Nashville Electric Service (NES) has suspended power disconnections for non-payment until September 30. During this time, NES is also waiving late-fee charges and absorbing credit card fees on behalf of customers.

“We understand the economic strain this pandemic is causing and want to do as much as we can to help our customers,” said Decosta Jenkins, NES President and CEO. “In addition to suspending disconnections, we want to work with customers who are struggling to pay their bill. We will offer extended payment arrangements, if needed, to help keep their account active. Our mission has not changed; we want to do everything we can to continue to provide safe, affordable and reliable power to all customers.”

NES advises customers who are facing economic challenges to pay any amount they can to avoid building up a large balance that may be harder to pay off later. If customers want to talk about their account and payments, call 615-736-6900.

To minimize traffic in our customer service lobby for health and safety reasons, we are urging customers to pay their power bill by mail, phone, online. Also, customers may now pay their NES bill via drive-thru at the Enbright Credit Union Donelson location. Enbright is a long-time partner of NES. Be sure to follow the signs that will lead you to the correct drive-thru lane. An NES teller will be inside the building to manage your transaction. For customers who cannot pay by check or card, remote retail partners, like Kroger and Walmart, the customer service lobby will be open with restrictions to adhere to social distancing. Customer lobby hours are Monday – Friday, 8 a.m. – 6 p.m. but will be limited to 10 customers at a time. Because the health and safety of employees and customers are top priorities, NES is regularly cleaning and sanitizing all customer contact surfaces and providing hand sanitizer.

NES Bill Pay Drive-Thru Location

  • Enbright Credit Union – Donelson
    2340 Jackson Downs Blvd.

Enbright Credit Union Drive-Thru – Hours of Operation

  • Monday 7:30am-4:00pm
    (closed for lunch 12:30-1:30)
  • Tuesday 7:30am-4:00pm
    (closed for lunch 12:30-1:30)
  • Wednesday 8:00am-4:00pm
    (closed for lunch 1:00-1:30)
  • Thursday 7:30am-4:00pm
    (closed for lunch 12:30-1:30)
  • Friday 7:30am-4:00pm
    (closed for lunch 12:30-1:30)

Safer at Home: Ways to Pay Your NES Bill

  • NES E-bill – Receive and pay your bill online using your bank account by logging into My Account at nespower.com. Set up automatic payments with AutoPay. No fees ever.
  • One-Time Payment – Pay your bill by credit/debit card or bank account. No login required. You will need your NES account number. NES is covering the $2.25 processing fee until 9/30/2020.
  • Pay by Phone – Pay your bill by credit/debit card or bank account. You will need your NES account number. NES is covering the $2.25 processing fee until 9/30/2020.
  • Pay by Mail – Pay your bill by check or money order. Please include the bill stub with your payment in the envelope provided.
  • Automatic Transfer (NEAT) – Enable recurring payments so your account is automatically deducted every month. This program is separate from AutoPay with NES E-bill.

NES COVID-19 Customer FAQs

  1. More people at home undoubtedly means power usage is up. Do you foresee power outages in the future?
    Our mission at NES is to provide safe, reliable and affordable power to our customers. While we consistently monitor weather conditions and manage equipment maintenance, our customer relations department, system operations team and field crews remain prepared for any situation that could cause power interruptions.
  2. What extra precautions are you taking to protect your employees during the COVID-19 outbreak?
    We are following the guidelines of multiple emergency, government and health organizations. To ensure we are doing everything we can to limit the spread of COVID-19, where it is practical, we are permitting some employees to telework. We’ve reduced customer lobby traffic to only 10 customers at a time. Critical operations employees have been divided to work at alternate locations to reduce social contact. In addition, all large-scale meetings have been canceled or limited to required attendees only. When in-person meetings are necessary, employees are seated at least six feet from each other. Vendors, visitors and contractors are temporarily only allowed on-site if required to maintain continuous, critical operations. Employees are asked to stay at home if they are not feeling well.
  3. Are your workers in the field still interacting with customers? How are they protecting themselves?
    NES crews working in the field are adhering to the same guidelines set forth for employees working inside offices.
  4. Many people are dealing with financial hardships due to the pandemic. Is NES doing anything to help those customers?
    We understand the economic strain this pandemic is causing and want to do as much as we can to help our customers. NES is suspending all power disconnections for non-payment until September 30. NES will waive late fees and will absorb credit card fees on behalf of our customers until September 30. Customers are asked to contact Customer Relations by calling (615) 736-6900 to let us know if there’s a need to make extended payment arrangements.
  5. Will my power be turned off if I can’t pay my bill?
    We have suspended disconnections until September 30. No customers will be disconnected for non-payment during this difficult time.
  6. How can I can pay my electricity bill without entering the NES building?
    NES E-bill – Receive and pay your bill online using your bank account by logging into My Account. Set up automatic payments. No fees ever.
    One-Time Payment – Pay your bill by credit/debit card or bank account. No login required. You will need your NES account number. The $2.25 processing fee will be credited to your account or waived until 9/30/2020. We are still working through this process with our payment vendor.
    Pay by Phone – Pay your bill by credit/debit card or bank account. You will need your NES account number. The $2.25 processing fee will be credited to your account or waived until 9/30/2020. We are still working through this process with our payment vendor.
    Pay by Mail – Pay your bill by check or money order. Please include the bill stub with your payment in the envelope provided.
    Automatic Transfer (NEAT) – Enable recurring payments so your account is automatically deducted every month. This program is separate from AutoPay with NES E-bill.
  7. Are there any accommodations being made for business owners?
    Through September 30 general power commercial customers (large commercial time of use specialty rates excluded) will not receive a minimum demand charge on their bill. Demand charges will be based on measured demand. For more information on minimum demand, please see our commercial rate schedules. In addition, NES will offer advice to help customers manage their energy demand when they are preparing to reopen to minimize the potential impact on their bill.
  8. What if I need to start, stop or move my service while COVID-19 is still prevalent?
    To start, stop or transfer your service, call (615) 736-6900 and press 2 to reach an advisor. Please contact us at least one business day in advance of your move.
  9. How can I make sure I am getting the latest information regarding NES and my electricity bill?
    NES continually consults with the Mayor’s office, Metro Public Health and other government departments as well as our regulator, TVA, to make the best decisions for our customers and employees. All updates will be communicated via our website (www.nespower.com), Facebook (@nespower) and Twitter (@nespower). Check back often for the latest information. If you have any specific questions or concerns, please call Customer Relations at (615) 736-6900.