In a heartfelt video message, Customer Service employees Ginger Masters, Thomas Shupp, Monica Hines and Jennifer Long are speaking out about personal experiences that fuel their passion to help customers who may find themselves seeking financial assistance for the first time.

The video – We’re Customers Just Like You – highlights our Customer Service and Human Services teams and shows customers these employees are dedicated to helping them get through challenging times. It will be launched on March 1 – as part an effort to encourage residential customers experiencing financial hardship to contact their electric company to establish an affordable payment arrangement or obtain assistance before the winter utility disconnection moratoriums are lifted and shutoffs for nonpayment resume across our service area beginning March 15. Watch it below.

“Many of our customers are unaware of the various utility bill assistance programs available to them, which often prevents them from taking advantage of income-based financial assistance for which they are eligible,” said Michelle Henry, senior vice president, Customer Experience. “Our dedicated Customer Service team is eager to walk customers through this process, and our hope is that customers will hear our employees’ stories and feel more comfortable reaching out to us for assistance.”

The new video is being shared with customers of all backgrounds through personalized emails and social media advertisements and outreach. Our employees also can play a key role in helping us educate our customers on the various assistance programs available to them.

It’s possible you know a friend, neighbor or family member who is on a fixed income or facing a financial hardship that makes paying their utility bills difficult. We encourage you to help spread the word that a variety of assistance and payment options are available to them to help them overcome a challenging time.

Individuals interested in learning more about utility assistance programs can visit our newly-designed Bill Assistance web page at www.firstenergycorp.com/billassist to see what programs are available to them based on their income and household size. While on the page, they can fill out a form to contact a customer service representative with any questions or concerns they might have.

Additionally, our dedicated customer service team can be reached Monday through Friday, from 8 a.m. to 6 p.m., at:

• Ohio Edison: 1-800-633-4766
• The Illuminating Company: 1-800-589-3101
• Toledo Edison: 1-800-447-3333
• Met-Ed: 1-800-545-7741
• Penelec: 1-800-545-7741
• Penn Power: 1-800-720-3600
• West Penn Power: 1-800-686-0021
• Jersey Central Power & Light: 1-800-662-3115
• Mon Power: 1-800-686-0022
• Potomac Edison: 1-800-686-0011

We all play an important part in making our customers’ lives brighter and our communities stronger. Please keep this information in mind as you engage with friends, family and local organizations in your communities – you never know whose life you could positively impact!