Billing FAQ's

I just signed up with CPL. When will I get my first bill?

You should receive your first bill about 30-45 days after your application for service is approved.

How do I read my bill?

Visit the How to Read Your Bill section of our website.

What charges are included on my monthly bill?

Monthly bills will include charges for the cost of electricity generation, kilowatt-hour usage, delivery of electricity to a customer's home or business, and all applicable federal, state and local taxes.

Monthly bills may also include charges for non-recurring fees as required or allowed by the Public Utility Commission of Texas (PUCT) rules. See your Customer HandbookTypical Fees and Charges or call our Customer Care center toll free at 1-866-322-5563 for more information. Representatives are available to help you Monday through Saturday between 8:00 am and 8:00 pm, CST.

What is a non-recurring fee?

Non-recurring fees are charges from your local distribution utility, or Transmission and Distribution Service Provider (TDSP), such as AEP, and may include such items as a new service initiation fee, a connection fee, a disconnection fee, or a meter-reading fee if you requested that your meter be read outside of your normal billing cycle. These charges are not from CPL but because we are your Retail Electric Provider, we are required to pass these charges through to you. These will be listed separately from the electricity charges on your monthly electric bill.

Typical fees and charges may include:

A Late Payment Charge of 5%, assessed one time on each delinquent electric service bill. This charge does not apply to the bills of qualified customers receiving a low-income discount or customers in the Southwest Power Pool region.

A $25 Returned Payment charge, assessed each time a check or electronic funds transfer cannot be processed due to insufficient funds, lack of available credit, or other bank return.

A Connect Fee, assessed for each new electric connection established to an account, including temporary service. A Priority Connect Fee will be charged if a customer requests that a connect be completed with less than adequate notice (two working days to complete). Please see your Customer Handbook for a list of these fees.

A Pay Station Vendor Charge, assessed to customers who elect to make their payments at an authorized CheckFree Walk-In location. The charge will be assessed for each account that is paid at the authorized agent site.

A Telephone Vendor Payment Charge, assessed to customers who elect to make their payments using Choice Pay. The charge will be assessed for each account that is paid using this service. The charge is $2.95 per account for payments up to $500, and an additional $2.95 per account for each additional payment amount of $500.

See How to Read Your Bill for more information.

My bill is higher than I expected it to be. Why?

Your monthly bill can be affected by increased usage, weather, a change in the cost of fuel, tax changes and other items. You are always welcome to contact our Customer Care center toll free at 1-866-322-5563, Monday through Saturday between 8 a.m. and 8 p.m. CST to discuss any questions about your bill.

Is the price I pay for electricity going to go down (or up)?

It's hard to say. Electricity prices in Texas are tied to the price of natural gas, which is volatile. It can go up or down whenever events affect supply and demand.

Whom can I contact if I need to speak with someone about my bill?

Just call our Customer Care center toll free at 1-866-322-5563. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST. They'll be happy to give you any information you need about your bill. If your concern is not adequately resolved, you may contact the Public Utility Commission of Texas Consumer Hotline at 1-888-782-8477.

Can I view and pay my bill online?

Yes, CPL Retail Energy offers you the convenience of online bill viewing and payment. To view your bill online, you first need to establish your online account with us. To sign up or for more information, visit Your Account.

To make an online payment, visit the ChoicePay website. With ChoicePay you can pay your bill automatically from your credit card or checking/savings account over the phone each month. Once enrolled in ChoicePay, one quick call to the automated system each month authorizes your payment. This service is available 24 hours a day, 7 days a week. To enroll, call Customer Care toll free at 1-877-250-5705. Please note that there is a convenience fee of $2.95 for each payment up to $500, and an additional $2.95 for each additional payment amount of $500. How can I get the billing history for my account?

Just call our Customer Care center toll free at 1-866-322-5563. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST.

How can I get the usage history for my premise?

We are happy to provide this to you at no cost one time per year. To take advantage of this, just call our Customer Care center toll free at 1-866-322-5563. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST. You can also obtain your CPL account and financial history by visiting Your Account.

How do I know my electric meter is reporting my usage accurately?

You have the right to request a meter test once every four years at no cost to you. If you request a test more than once every four years, and the meter is determined to be functioning properly, you will be charged a fee for the additional meter test(s) at the rate approved for AEP, your local distribution utility company. They will advise you of the test results, including the test date, testing person, and, if applicable, the removal date of the meter.

Do you offer an Balanced Billing Plan where I can pay the same amount each month?

Yes, we do! Customers can sign up to pay approximately the same amount each month subject to a quarterly adjustment based on actual consumption. Keep in mind that the program is available to any customer (regardless of credit history) with an account in good standing and at least twelve consecutive months of actual or estimated usage history at his/her current premise. After one full year, CPL will perform an account review to determine whether there is an over or under billing on the account based on Customer's actual usage during the previous 12-month period. If you use more energy after you sign up for Balanced Billing Plan than you have in the past, you may see an increase in your calculated average bill amount. On the other hand, if you use less energy once you sign up for Balanced Billing Plan, you may see a decrease in your calculated average bill amount. CPL will credit Customer's account for any over billed amount and will bill Customer for any under billed amount.

What can I do to lower my electricity bill?

Visit the Save Energy section of our website.

How do I get an energy audit for my home?

Visit the Free Home Energy Center Check section of our website to get started. Completing your home profile is the first step towards managing your energy bills and saving money.

How can I find out my current account balance?

You can get up-to-date information on your account at any time by visiting Your Account online or by calling our Customer Care line, toll free at 1-866-322-5563. You can also request a duplicate copy of your bill be sent to you in the mail. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST and they'll be happy to let you know how to keep your account in good standing.

Where can I pay my bill in person?

You may pay your bill in person at a local CheckFree Walk-In Pay Station. To find a Pay Station near you click here or call our Customer Care center toll free at 1-866-322-5563. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST.

Can I get a duplicate copy of my bill?

Absolutely! Just call our Customer Care center toll free at 1-866-322-5563. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST.

I just switched to CPL, but I just received a bill from my previous provider. What should I do?

Once you switch your service to CPL, it takes approximately 45-60 days until you receive your first CPL bill. You may receive a final bill from your previous Retail Electric Provider during that time.

When are my bills due?

CPL Retail Energy bills customers for electric service once each calendar month. All bills are due and payable in full within 16 days of the billing date.

Can I change the date my bill is due?

We do not currently offer this option, but we hope to be able to provide this in the future.

I think there's an error on my bill. What do I do?

Just call our Customer Care center toll free at 1-866-322-5563. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST.

Payment FAQ's

What payment options are available?

Based on qualifications, customers may be eligible for one of our special payment arrangement plans. Currently, available plans include:

Budget Billing ProgramBalanced Billing Plan: customers can pay approximately the same amount each month, subject to a yearly account review to determine whether there was an overbilling or underbilling based on your actual usagequarterly adjustment based on actual consumption.

Payment Extension Plan: a short-term extension of the due date for full payment of past due bills.

Deferred Payment Plan: an extended payment plan where past due bills may be paid in installments over a specified time period.

Visit Convenient Ways to Make Payment for more information. Or, call our Customer Care center toll free at 1-866-322-5563. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST. We will be happy to help you choose the most convenient payment option for your needs.

Where can I mail my payment?

You can mail your payment, in the form of a check or money order, to: CPL PO Box 21588 Tulsa, OK 74121-1588. Don't forget to write your account number on your check or money order to ensure your payment is correctly applied to your account.

What if I need more time to pay my bill?

We may be able to offer a Payment Extension Plan that allows a short-term extension of the due date for full payment of past due bills under certain circumstances. Just call our Customer Care center toll free at 1-866-322-5563, to find out if you're eligible. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST for help with this feature.

When was my last payment received?

You can find that out at any time by calling our Customer Care center, toll free at 1-866-322-5563. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST.

Can I pay my bill by credit card or debit card?

Yes! You can make a one-time payment with your debit or credit card by contacting our Customer Care center toll free at 1-866-322-5563. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST.

You can also set up recurring debit or credit card payments by contacting Choice Pay toll -free at 1-877-306-9272 or visiting www.choicepay.com. Once enrolled in ChoicePay, one quick call to the automated system each month authorizes your payment. This service is available 24 hours a day, 7 days a week. Please note that there is a $2.95 convenience fee for every incremental payment of $500small fee to set up this service.

Can I arrange to automatically pay my bill each month?

Yes! You can arrange to pay your bill automatically each month by direct debit from a checking or savings account by accessing our Automatic Payment Plan Form.

You can also set up recurring debit or credit card payments by contacting Choice Pay toll -free at 1-877-306-9272 or visiting www.choicepay.com. Once enrolled in ChoicePay, one quick call to the automated system each month authorizes your payment. This service is available 24 hours a day, 7 days a week. Please note that there is a small fee to set up this service.$2.95 convenience fee for every incremental payment of $500.

Can I pay my bill by phone?

Yes, you can pay by phone with your Discover, MasterCard or Visa. Just call our Customer Care center toll free at 1-866-322-5563. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST. Please have your credit card ready.

How many days before the due date should I mail my payment?

We suggest you mail your payment a minimum of 5 business days prior to the due date to make sure your payment is processed in a timely manner.

Do I need to pay a deposit if I sign up for electricity service with CPL?

You may be required to pay a deposit depending on information contained in your consumer credit report. A utility credit check may be performed to determine the amount of the deposit. To initiate electricity service you must pay the deposit amount within 30 days of your enrollment with CPL.

Where/how can I pay the deposit?

CPL offers several easy options for you to pay the deposit. Call our Customer Care center toll free at 1-866-322-5563 . Representatives are available to assist you Monday through Saturday between 8:00 am and 8:00 pm, CST. Representatives can help you :

To have deposit payment to set-up an automatically deductioned from your credit card or bank account, find a Walk-in Pay Station, or learn more about selecting a Guarantor for your account. (A Guarantor must be a customer with CPL or Direct Energy, and have a good payment history.) Additional fees may apply when paying with these optionsby phone or Walk-in Pay Station.

Click the link to find a Walk-in Pay Station that will accept deposit payment in your area. Walk-in payment stations may charge an additional payment fee.

To learn more information about selecting a Guarantor for your account. A Guarantor must be a customer with CPL or Direct Energy and have a good payment history.

You also have the option to pay your deposit by mailing in a check to the address below:

CPL
P.O. Box 21588
Tulsa, OK 74121-1588

Do you waive the deposit?

You may be eligible to have the deposit requirement waived if you meet one of the following criteria:

You have been a residential customer of any Retail Electric Provider or an electric utility within the last two years and were not late paying a bill more than once in the last 12 months. Please contact your current electricity provider to provide a letter of credit on your behalf.

You are over the age of 65 and not delinquent in payment of any electric service account.

You are determined to be a victim of family violence and can submit a certification letter developed by the Texas Council on Family Violence as evidence.

You are considered medically indigent as certified by a government entity or government-funded energy assistance program provider and physician.

Power Outages and Service Problems

How do I report a power outage?

Power outages or emergencies (such as a downed power line) should be reported to your local distribution utility, or Transmission and Distribution Service Provider (TDSP), AEP. Call toll free 1-866-223-8508. Representatives are available to help you 24 hours a day/ 7 days a week.

What should I do if I see a downed power line or a broken power pole?

Call the AEP emergency toll-free phone number 1-866-223-8508 immediately and describe exactly what you see. Representatives are available to help you 24 hours a day/ 7 days a week. Energized lines are extremely dangerous, so please stay away from the area and keep others back at a safe distance.

My lights were turned off! How can I get them turned back on?

If you have been disconnected due to non-payment of your electric bill, call our Customer Care center toll free at 1-866-322-5563. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST. Once you have paid your outstanding balance in full, service will be reconnected. For payments received between 8 a.m. and 7 p.m. on a business day, CPL will send a reconnect order to the local Transmission and Distribution Service Provider, who will reconnect service no later than the close of the next business day. The TDSP must have access to the meter in order to reconnect service.

If your disconnection is not related to a non-payment issue, please contact your TDSP, AEP toll free at 1-866-233-8508. A premium charge may be applied by the TDSP to turn on your meter outside of normal business hours.

What causes my power to go out during a storm?

The most common causes of power outages are trees and tree limbs falling on electric wires and lightning striking transformers.

What are some of the things I should do before and during a power outage?

To be prepared for a power outage, have flashlights, blankets and a battery-operated radio easily accessible. During a power outage, leave your refrigerator and freezer closed to prevent the loss of cold air. Turn your air conditioner, television and any computers off until electric service has been restored.

How can my neighbor's lights be on, but my electricity is still out?

Your neighbor's electrical service may be provided by a different circuit that was not affected by the storm, or your trouble may be isolated to the transformer serving your house and not your neighbor's.