Frequently Asked Questions
If you’ve got a question, odds are we’ve got the answer. Our comprehensive FAQ page includes information on our payment options available, activating your Online Account Manager, and everything in-between. And for your convenience, we’ve organized questions into four easy categories. Just click on the appropriate box to the right to find the answers you need!
Select a Category
Six Most Asked Questions
To open an account, you may visit us online
or call our Customer Care center toll-free at 1-866-322-5563
. Representatives are available Monday through Saturday from 7:30 a.m. to 8 p.m.
Fluctuation on your bill can be caused by changes in the cost of electricity or the amount of electricity used. Texas summers are also very hot and can cause a higher bill than usual due to increased usage.
If you feel there was a billing error, call our Customer Care center toll free at 1-866-322-5563, Monday through Saturday between 7:30 a.m. and 8 p.m.
Based on qualifications, you may be eligible for one or more of the following:
Payment Extension Plan
Provides a short-term extension to pay the full amount of a past due bill.
Deferred Payment Plan
Allows you to pay past due bills in installments over a period of time. Before starting a Deferred Payment Plan, we may ask you to pay a small down payment (no more than 50% of the amount due). If you establish a Deferred Payment Plan, we'll confirm the details of the plan in writing.
Budget Billing Plan
Allows you to pay about the same amount each month. Usage is reviewed each quarter to determine if adjustments are necessary. This program is available if you have no unpaid balance and requires at least 12 months of actual or estimated usage history at your current residence.
For more information on payment options, contact our Customer Care center toll free at 1-866-322-5563, Monday through Saturday between 7:30 a.m. and 8 p.m.
You should receive your first bill in about 45-60 days after your application for service is approved. If you have not received your bill within this time, please contact our Customer Care center toll free at 1-866-322-5563, Monday through Saturday between 7:30 a.m. and 8 p.m.
Our Online Account Manager
provides secure, 24/7 access to your account, and allows you to make payments, track account history and more
You can also get up-to-date information on your current account balance by calling Customer Care toll-free at 1-866-322-5563. Representatives are available Monday through Saturday from 7:30 a.m. to 8 p.m. CST.
Your variable price plan cannot increase by more than 30% month over month without 14 days advance notice in writing from us.
This price adjustment cap is designed to protect you from temporary price spikes associated with things like extreme weather conditions or other factors that may cause market or price volatility.