Member Matters – Account Access and Security

by Zac Perkins, CEO

Don’t forget to keep your information current with the cooperative so we can notify you of anything that could affect your electric service.

As your local electric cooperative, we look out for you — our members. One of the ways we do so is by safeguarding your account information. For example, we comply with the standards set by the Federal Trade Commission’s “Red Flags Rule” to help prevent identity theft in connection with the opening of an account or any existing account.

Another way we protect members is through our policy regarding access to an account. For example, only authorized account holders can make inquiries or changes to any TCEC account. If the authorized account holder is calling TCEC, they must provide the TCEC representative with the last four digits of the account holder’s social security number, or the account password or tax identification number. Account owners can add authorized account holders by calling us during business hours at (580) 652-2418.

We also comply with the Payment Card Industry Data Security Standard to maintain a secure payment environment. We offer secure payment options online, over the phone, and in person. This includes the SmartHub online portal and mobile app, as well as our secure, automated phone system. Outside of SmartHub, we will never store your payment information.

We provide a secure website for accessing and submitting information. When members report suspected fraudulent activities, we share that information with you to raise awareness. Finally, we never sell your information to marketers or third parties.

Don’t forget to keep your information current with the cooperative so we can notify you of anything that could affect your electric service.
We have contracted with a third party to conduct a member satisfaction survey in late March via phone and email. If you’re one of those selected members, I hope you will take a moment to provide us with your feedback. We can only improve if we hear from you.

How to update your information:

  • Visit Smarthub, then click on “My Profile.” You can also update your phone or email on the SmartHub mobile app under “Settings” then “Manage Contact Information.”
  • Email Member Service with the correct contact information. Be sure to include your account number and service location for reference.
  • Call TCEC at (580) 652-2418 between 8 a.m. and 5 p.m. Monday through Friday to speak with a member service representative.