Here to help through the changes ahead

As our communities take careful and deliberate steps toward business as usual, Piedmont Natural Gas is doing the same. Here’s what you can expect as we move into this next phase together.

Giving additional time

We realize that the financial impact of the pandemic is far from over. That’s why we’re taking a gradual approach, giving those customers who need extra time an opportunity to reach out for assistance.

At the onset of the pandemic, we proactively paused disconnections and many of our standard fees. Earlier this week, we announced our intent to resume regular billing and payment practices in October, a full month after the North Carolina Utilities Commission’s moratorium expired, and to keep late payment fees suspended until further notice.

Offering extended payment arrangements

We’re here to help if you still need time after normal policies are reinstated. North Carolina customers still facing economic hardship can choose an extended payment arrangement of at least 12 months, unless you request a shorter period. These extended payment arrangements will be available if you have an outstanding balance when you receive your September bill. You can learn more now about how to easily set up these plans online, without the need to contact Customer Service; then return once you’ve received your September bill to select a plan that works best for you.

If you have a more complex issue and would prefer to speak with us, we’re available to help you Monday through Friday from 7:30 a.m. to 7 p.m. at 800.752.7504.

Providing guidance on financial assistance

The process of economic recovery and returning to normal will take time. We’ll continue to support you with resources to help with outstanding energy bills and other essential needs, should you need them. You can get more details on how and where to access these funds by visiting our Customer Assistance page or piedmontng.com/updates.

Creating awareness of scams

Unfortunately, we have seen a rise in scammers taking advantage of the changes and uncertainty all around us. Please know that Piedmont Natural Gas will never ask for personal information over the phone or demand payment using prepaid debit or credit cards. If you are unsure whether a call or in-person visit is legitimate, please hang up or decline service and contact our customer care center. More information is available at piedmontng.com/fraud-alerts.

This year has been hard on everyone, and we are grateful for the patience of our customers and our communities. Above all, we remain ready to listen and work with you as we move forward – together.

Barbara Higgins,

Chief Customer Officer

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