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You might be behind, but you’re not alone.

Lemon - customer relations manager

It’s been a tough year.

If you are struggling to pay your NES bill, help is here. We know that many of our customers are feeling the financial burden. Over the last several months, we’ve taken groundbreaking steps to help our customers pay down their past-due balances. And now, we’re teaming up with some of the area’s most respected non-profits to make millions of dollars in relief available.

United Way

The Nashville Response Fund resource page was created to help you connect with local agencies which may be able to help you navigate these challenging times.

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NeedLink Nashville

NES and TVA have teamed up to offer nearly $17 million in bill-pay assistance. $10 million of that will appear on NES customers’ bills each month as a COVID-19 credit. The remaining funds will be managed and distributed by NeedLink Nashville to help pay down past-due balances.

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Low-Income Energy Assistance Program (LIHEAP)

The Low-Income Energy Assistance Program (LIHEAP) is a federally funded grant program that provides assistance to low-income households that spend a disproportionate amount of household income for home energy costs.

Metro Action Commission
(Davidson County residents only)
The Metro Action Family and Community Programs also offer funding for rent and mortgage payments for residents financially impacted by COVID as well as rental and utility deposits for residents coming out of homelessness.

Learn More

Mid-Cumberland Community Action Agency
(All other NES service area counties)

Learn More


We’ve always cared about our customers. And in times like these we get to prove it. Even if your past due balance seems impossible, don’t give up. We can help. If you’re not sure who to call or what to do, contact us. A real person will help you. Or if you prefer, you can use email. Together, we can get you through this.

Get In Touch

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Tough Times Call for Community

Middle Tennessee has experienced many challenges this year and these challenges make it difficult for some of our customers to pay their bills. Thankfully, in Nashville, we look after our own.

Relief Given During the Most Uncertain Times

COVID-19 hit Middle Tennessee just as we were recovering from the devastating tornado and derecho that hit our hometown. We knew immediately that so many of our customers were hurting and we decided to do something about it. In an unprecedented move, for 7 months, (from March through September 2020), NES ceased all disconnections for non-payment and paused late and credit card payment fees.

More Time to Pay

Now that Nashville is beginning to rebound, we’re giving you more time to get caught up on past-due charges. Those customers with a past-due balance had that total put into a 12-month installment plan beginning with their July 2020 bill. You’ll see these charges separated out on your monthly NES bill.

Help to Prevent Power Disconnection

Even with the accommodations we put into place and assistance available, we realize some customers may still have difficulty paying their NES bill and be confused on how to access available help. The last thing we want is for a customer to have their power disconnected. Our Customer Relations Department is a team made up of the most compassionate Nashvillians around. We are here for you and want to keep the power running in your home. Reach out and let us help you navigate your options.

NES Customer Relations – 615-736-6900
Monday – Friday, 6 a.m. to 12 a.m. and Saturday, 7 a.m. to 5 p.m.

Safe Bill Pay

The customer lobby at the NES headquarters has remained open during the pandemic. NES representatives will notify you of the safety protocols in place to keep customers and employees safe.

NES Customer Lobby
1214 Church Street
Monday-Friday 8am-6pm

An NES advisor is now available at two Enbright Credit Union locations. All transactions done at NES headquarters can now be fulfilled at our long-term partner, Enbright.

Enbright Credit Union

2340 Jackson Downs Blvd.

270 Indian Lake Blvd.

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)

Payments are also accepted at the customer service counter at many local retail partners, like Kroger and Walmart. Contact NES for a complete list of retailers.

Even Safer to Pay from Home

Pay your NES bill without leaving your home with one of the options below. For questions or more thorough instructions, call Customer Relations at (615) 736-6900.

NES E-bill – Receive and pay your bill online using your bank account by logging into My Account at 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. $2.25 processing fee.

Pay by Phone – Pay your bill by credit/debit card or bank account. You will need your NES account number. $2.25 processing fee.

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.

Frequently Asked Questions

How do I know if my account is on an installment plan?
If you have an outstanding balance of $50 or more when we read your meter in July, the installment plan will happen automatically. There will be a message on the front of your bill explaining it. On the back of your bill under “Your Statement Details,” you will see two detail line items called “Extended Payment Arrangements,” for the amount that was moved into the installment plan and this month’s installment, along with payments, credits, fees and charges. Starting in August, you will see the detail line item “Extended Payment Arrangements” beside the installment amount, in addition to the regular monthly fees and energy usage under “Your Statement Details” on the back of the bill.
What if I prefer to pay the whole thing instead of having 12 installments?
That is no problem. Please call or email us when you receive the July bill and we will cancel the installment plan.
Can I pay off the balance early?
Our system isn’t set up to treat the installment plan like a loan where you can pay extra on the principle. I am very sorry for the inconvenience. If you pay extra each month, it will be credited to the following month’s bill. If you want to pay the balance off in one lump sum, call or email us and we will cancel the plan so that your payment is applied to the balance.
I don’t really need 12 months, but I can’t pay it all at once. What options do I have?
We are happy to adjust the payment plan to fit your needs.
Are you charging interest?
We are not charging interest or late fees on the deferred balance.
I am planning to move within the next year. Will the installment plan transfer to my new address?
The remaining balance of the plan will be added to the final bill and transferred to the new address. If you want to set it back up, we can look at the number of payments you had left and create a new plan for that many months after you move. OR…If you are moving out of the NES service area, the balance of the plan will be due with the final bill.
If I get behind, will I be disconnected with the special arrangement on my account?
As of October 1, 2020, we are now following the normal collections process. If the amount due is not paid in full, you will receive a 7-day disconnect notice for the remaining balance on the next bill. You can extend the cut off notice if you need more time. It will not affect the installment plan unless your service is disconnected for nonpayment, and you don’t pay to get it restored within seven days.
Can I get an extension with the special arrangement on my account?
You can still make a credit hold if you have only one overdue bill. We do not extend the cutoff notice for 60-day balances.
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.
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 (, 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.

What are we doing for customers who can’t pay?
Everything we can.

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