PHOENIX (3TV/CBS 5) – Arizona Public Service says it will not disconnect the electricity of residential customers who are behind on payments while it reviews its policies.

[WATCH: Woman speaks about her mother who died after APS cut power to Sun City West home]

It's a temporary move that comes on the heels of several hotter-than-average days and a week before the official start of summer.


One reason for the decision was the death of a customer last year “in which heat may have been a contributing factor after electricity service was disconnected,” APS said.

The woman who died was Sun City West resident Stephanie Pullman.

Pullman's daughter, Jeanine Smith, believes her mother might still be alive if APS had not cut off power to her home.

According to the Maricopa County coroner's report, one of Pullman's causes of death is listed as "environmental heat exposure."

"[I] tried getting a hold of Mom, but she wasn’t answering the phone. Sent out the Sun City West posse, and the sheriff’s office found her dead in her bed," said Smith.

Records from The Arizona Corporation Commission say APS mailed several notices to Pullman before it turned off power for non-payment on Sept. 7 of last year.

"I don’t see how you could shut off someone’s electric in triple-digit weather," said Smith. "In my heart I believe they’re at fault."

Smith said her mother had made attempts to pay her bill.

"I don’t believe she knew it was going to be shut off at all because she would have reached out to one of us," said Smith. "I think there should be some policy that if someone’s making an attempt, that you shouldn’t shut them off on an elderly woman."

“Our hearts go out to the family of the customer,” reads an APS news release. “The safety of our fellow Arizonans is our top priority. We want all our customers to stay connected, especially during the summer.”

APS said Thursday it was made aware of the 2018 death just this week.

Now, the company is taking a closer look at its policies.

"We are pausing disconnections for residential customers who are having difficulty paying their bills, and we’re going to be looking at our disconnection policies over the next 30 days," said Stacy Derstine with APS.


"It's heartbreaking," said consumer advocate Stacey Champion. "But to think that Stephanie Pullman is the only person I think is naive."

[WATCH: Phoenix advocate calls utility disconnects a 'public health crisis']

The Maricopa County Department of Public Health recorded 182 heat-related deaths in 2018. Forty percent of those occurred indoors.

While many of those deaths stem from air conditioning systems that are broken or just not turned on, Champion says the data in incomplete. She wonders how many of those individuals had their electricity shut off.

"This is a public health crisis," said Champion.

She thinks a law needs to change for Pullman and other vulnerable populations.

"I believe we need statewide protection for utility shutoffs," she said.

Earlier this legislative session, Champion worked on a bill to do just that, but she says it never even got a hearing.

APS plans to consult with community organizations, other public agencies and advocates for low-income customers as part of its review.

APS also released a a video statement about the matter. 

"We want to make sure our customers understand they have options," Derstine said.

Those alternatives include payment arrangements, extensions, bill support programs, due-date reminders and auto payment.

APS says customers can call weekdays between 7 a.m. and 7 p.m. or go to for more information.

Phoenix area -- 602-371-7171

Outside Phoenix -- 800-253-9405

“Customers will still be billed for energy usage during this suspension of disconnections, and responsible for paying their bills in a timely manner,” APS said.

The largest electric utility in the state, APS serves 2.7 million customers and employs 6,400 people.


Maricopa County reports first heat-related death of the year

Missing Sun Lakes man found dead of apparent heat exposure

With the heat coming, drink plenty of water

Maricopa County emergency rooms see spike in heat related illnesses (June 8, 2018)

Record number of heat-related deaths reported in Maricopa County in 2017 (Sept. 10, 2018)


Copyright 2019 KPHO/KTVK (KPHO Broadcasting Corporation). All rights reserved.


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(11) comments

Arizona Eagletarian

Several other states have protections by way of laws. Arizona could have had that this year but a certain senate committee chairwoman refused to give the bill a hearing. There should be no electricity cutoffs for nonpayment if the temp will be higher than 90 or lower than 32. Seniors and disabled should also be protected. The person such law could keep alive next might be your grandparents/parents or other loved ones.


Pullman's daughter, Jeanine Smith, believes her mother might still be alive if APS had not cut off power to her home. Her mother would be alive had she paid her bills. Or, maybe she should have been involved with her mother enough to know she couldn't pay her bills.

Dusty Rose

This has happened more than once at 55+ trailer parks.


I thought that these utility companies have a "slush fund" for low income customers? My bill shows an option to pay an extra $1 to go to the less fortunate people who can't pay their bill. What is happening to that money?


Did you give any to the fund?


Smith said her mother had made attempts to pay her bill. Really? Sure, right.


Great! I'll stop paying my bill today.

Agustus Gloop

Good plan Mr. Ray O Sunshine, save your money to pay for surgical removal of Brown Cancer from your heart and brain.


Oyei heard APS makes 60.00 an hour ! [scared]


Yeah more than your 10.00 Taco Bell job


Honestly we might have a better chance of paying our bills if APS would reverse this last price increase. My bill went up $100/month a few months ago, with absolutely NO CHANGE in usage, and it's just now getting hot.

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