Electric Walk-in Payment Centers Permanently Close

Hawaiian Electric News Release

Hawaiian Electric’s walk-in payment centers in Honolulu, Kahului, Hilo, Kona and Molokai, closed since the onset of the COVID-19 pandemic, will permanently shut their doors due to declining use and customers adapting to other payment options.

The company is encouraging customers to enroll for online services through its Online Customer Service Center or mobile app. Online, customers may start, stop or move service requests, request payment arrangements through an authenticated channel, report payment, submit billing inquiries, schedule one-time or automatic bill payment, as well as report and check status on outages.

The payment centers were closed in mid-March to keep customers and employees safe during the COVID-19 pandemic, and they have remained closed. Even before the pandemic, fewer than five percent of customers used the company’s walk-in payment centers. Those customers are now using other payment options, including automatic bill payment.

Customers are encouraged to mail payments, sign up for free automatic bill payment, use free online One-Time Payment Service, or use Speedpay®, an authorized payment service provider that allows you to pay-by-phone or online. If Molokai customers prefer to pay in person, Molokai FCU is available to do so for members only.

Hawaiian Electric service disconnections for nonpayment have been suspended through Dec. 31, 2020, unless extended by regulators. Customers can check www.hawaiianelectric.com/COVID19 for updates on the disconnection moratorium.

Customers who are having a difficult time paying their bill are urged to contact Hawaiian Electric to set up an interest-free payment plan so that their balance can be divided into more manageable monthly installments. Late fees are waived while on a payment arrangement. Go to hawaiianelectric.com/paymentarrangement to submit a request form.

Submitting the payment arrangement request form is the quickest way for customers to start the process.

For assistance managing energy costs, Hawaii Energy is a trusted resource for tips and rebates to help offset the costs of energy-saving equipment and services. Visit hawaiienergy.com/tips for more information.