PECO CAP Customer Service: Expert Guide for Enrollment, Billing and Escalation

Overview of PECO and the CAP (Customer Assistance Program)

PECO (an Exelon company) is the electric and natural gas utility serving the greater Philadelphia region. The company operates utility services for approximately 1.6 million customers in southeastern Pennsylvania and administers multiple customer-assistance options designed to reduce financial hardship for low- and moderate-income households. “CAP” in utility terminology generally refers to income-qualified Customer Assistance Programs that change how monthly bills are calculated or provide fixed, reduced monthly payments based on household income and family size.

From a customer-service perspective, CAP is not a single static product: it is a family of programs and billing options that may include reduced payment plans, arrearage management, budget billing, and referrals to federal/state programs such as LIHEAP (Low Income Home Energy Assistance Program). The specific eligibility rules, required documentation, and payment formulas are administered through PECO’s customer service organization in conjunction with Pennsylvania state agencies and community action partners.

How to Contact PECO CAP Customer Service

Start on the official resource hub at https://www.peco.com. The site centralizes CAP application forms, eligibility criteria, downloadable income verification templates, and online account tools. The same portal enables customers to submit applications and supporting documents electronically, which is the fastest way to get CAP decisions tracked and recorded.

If you prefer assisted help, PECO offers dedicated customer-service channels for income-qualification and payment-assistance inquiries. When preparing to call or visit, have your PECO account number and a recent bill available to speed identification. If you run into unresolved issues, the Pennsylvania Public Utility Commission (PUC) website at https://www.puc.pa.gov provides consumer guidance and escalation options for utility disputes.

• Key contact and intake methods to try (start with online): PECO online account portal (peco.com), in-person application centers (listed on the website), and PECO’s customer service phone options shown on their Contact Us page.
• If you’re applying for federally funded assistance (LIHEAP) or need local agency support, check Pennsylvania DHS locations at https://www.dhs.pa.gov or your county’s community action agency; these partners often help submit CAP/LIHEAP documentation to PECO.

Enrollment Process and Required Documentation

Applying for CAP typically requires five categories of information: customer identity (name and account number), household composition (number of people living in the home), income verification (recent paystubs, benefits award letters, tax returns), proof of residency (current PECO bill or lease), and documentation of any special circumstances (medical bills, disability statements). PECO will specify acceptable documents on their CAP application page; prepare digital scans or photocopies for the fastest processing.

Processing times vary by season—applications submitted during high-demand winter months (November–March) may take longer—so submit complete files and use the online upload feature where available. If an initial application is incomplete, PECO typically issues a request for additional documentation; respond promptly and keep copies of every submitted file. Expect written confirmation of enrollment and a new billing schedule once the program officer finalizes your CAP status.

Billing, Payment Plans and Practical Steps to Reduce Balance

Once enrolled in CAP, customers usually receive modified billing terms—examples include fixed monthly contributions, reduced payment percentages tied to income, or negotiated repayment schedules for arrears. A common operational practice is the combination of a reduced current monthly amount with an incremental arrearage payment spread over several months; the exact formula depends on household income, the size of arrears, and program rules in effect at the time of enrollment.

Practical steps to manage CAP billing: (1) set up automatic payments or online reminders to avoid missed CAP payments, (2) enroll in PECO’s budget billing tools to smooth seasonal spikes, and (3) maintain contact with the CAP caseworker if income or household composition changes. Keep a written record of payment arrangements, including dates, amounts, and the name of the PECO representative who helped you—this documentation is critical if a billing dispute arises.

Documents You Should Always Keep Ready

• Recent PECO bill with account number; government photo ID; Social Security numbers for household members (if requested); last 30 days of income documentation (paystubs, benefit letters); proof of any recent medical or emergency expenses affecting ability to pay.

Reporting Outages, Emergencies and When CAP Intersects with Safety

CAP enrollment does not change how PECO handles outages or safety emergencies. Report power outages and gas emergencies immediately using the PECO outage/reporting tools on peco.com or the emergency phone line displayed there. If you or a household member rely on life-support equipment, notify PECO’s customer service and register any medical needs that may qualify you for additional advance notification before service interruptions.

For customers facing immediate risk (dangerous gas smells, sparking, downed wires), prioritize the emergency reporting line—these incidents are routed directly to field crews 24/7 and are handled separately from billing and CAP inquiries. Keep emergency contact numbers and your account number easily accessible.

Escalation: When to Involve Regulators or Consumer Advocates

If a CAP application is denied or PECO’s remedy does not resolve non-payment or billing disputes, escalate in three steps: (1) ask for a supervisor and request written reasons for the decision, (2) file an internal appeal or reconsideration request with PECO customer service, and (3) if unresolved, contact the Pennsylvania Public Utility Commission (PUC) for a formal complaint and mediation. The PUC provides consumer advocacy and can open investigations when company decisions appear inconsistent with regulatory rules.

Document every interaction—dates, representative names, reference numbers—and keep copies of written notices. This audit trail is often decisive in appeals and PUC complaints. Working with local community action agencies or legal aid programs can also strengthen appeals; they frequently have direct experience negotiating CAP outcomes with utilities in your area.

Who is eligible for the PECO cap?

PECO customers are eligible for CAP if the monthly household income for all adults is at 150% of or below the Federal Poverty Line (FPL).

What is the phone number for PECO 24 hour customer service?

1-800-494-4000
Create a My Account now. If you require additional assistance, please give us a call at. 1-800-494-4000.

How do I lower my PECO bill?

You may be eligible for our Customer Assistance Program (CAP), which can lower your PECO bill to an amount you can afford based on your household income. New participants may be able to eliminate past-due balances. Apply for the Low-Income Home Energy Assistance Program (LIHEAP).

What is the PECO late payment fee?

Some utility companies, such as PECO in Pennsylvania and ConEdison in New York charge a percentage of your total bill as a late penalty (2% and 1.5% respectively). Most companies allow customers a window of ten to fifteen days to pay their bills from the date of issue until the bill is marked as being unpaid or late.

What is the number for 1 800 494 4000?

Speak with a PECO Customer Service Representative at 1-800-494-4000.

What is the number for 1 800 486 4356?

If you need your Santander account number, please call our Customer Service department at 1-888-486-4356.