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Texas FAQs

Billing & Payment

Billing & Payment

  • 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.

  • My bill is higher than expected. Why?

    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...

  • What charges are included on my monthly bill?

    Monthly bills include charges for the cost of electricity generation, kilowatt-hour usage, electricity delivery to your home or business, and all applicable federal, state and local taxes. They may also include charges for...

  • I need to speak with someone about my bill. Who can I contact?

    For questions about your bill, call our Customer Care center toll free at 1-866-322-5563. Representatives are available to help you Monday through Saturday from 7:30 a.m. to 8 p.m., CST.

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

    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 7:30 a.m and 8 p.m, CST. Representatives...

  • Can I get a duplicate copy of my bill?

    Yes. Just call our Customer Care center toll-free at 1-866-322-5563.

  • How can I find my account balance?

    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...

  • How can I get billing and usage history for my account?

    You can access this information through our Online Account Manager, or you can call our Customer Care center toll-free at 1-866-322-5563. Representatives are available to assist you Monday through Saturday from 7:30 a.m. to 8...

  • How do I read my bill?

    For tips on reading your bill, visit the Understand Your Bill section in your Online Account Manager.

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

    You can request a meter test once every four years at no cost. If you request additional tests during this time period and your meter is determined to be functioning properly, you will be charged a fee at the rate approved for...

  • When was my last payment received?

    The Online Account Manager allows you to make payments, track previous payments, set up automatic bill pay and more.

  • What if I need more time to pay my bill? What payment options are available?

    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...

  • Where can I mail my payment?

    Mail your check or money order to: CPL Retail Energy P.O. Box 660897 Dallas, TX 75266-0897 Remember to write your account number on the check or money order to ensure the payment is correctly applied to your account...

  • I just received a bill from my previous provider. What should I do?

    After switching, it takes approximately 45-60 days to receive your first bill from us. You will most likely receive a final bill from your previous provider during that time.

  • Do you offer reduced deposits for low-income customers?

    Eligible low-income customers are allowed to pay any deposit over $50 in two installments. To qualify, you'll be asked to provide one of the following documents: A copy of a state-issued Statement of Benefits for SSI, Medicaid,...

  • Can I sign up for paperless statements?

    Yes, you can sign up for paperless E-Bill statements inside the Online Account Manager.

  • Can I view and pay my bill online?

    Yes. Our Online Account Manager allows you to make payments on your account, sign up for paperless E-Bill statements, access current and previous statements, view billing and usage history and more.

  • When are my bills due?

    Your electricity service is billed once each calendar month, with all bills due and payable in full within 16 days of the billing date. This due date can be found on your electricity bill.

  • When will I get my first bill?

    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...

  • Will my electricity price change?

    It depends. If you're on a fixed price plan, your electricity price will remain the same for the duration of your contract term. If you're on a variable price plan, your electricity price may change from month to month depending...

  • Can I pay my bill by phone?

    Yes. Payments can be made by phone via MasterCard, Visa or Discover by calling our Customer Care center at 1-866-322-5563. Representatives are available Monday through Saturday between 7:30 a.m. and 8 p.m.

  • Where can I pay my bill in person?

    You can pay your bill in person at a local CheckFree walk-in pay station. Find a pay station near you online or call our Customer Care team toll-free at 1-866-322-5563 for assistance. Representatives are available Monday through...

  • Can I change my bill due date?

    Please call a customer service representative to see if you are eligible. We can only change your due date for up to 10 days in the future of your current bill due date.

  • Do you waive the deposit?

    You may be eligible to have CPL Retail Energy waive the deposit requirement if you meet one of the following criteria: 65 or older If you are 65 years of age or older, please send us a copy of your driver's license or state...

  • Will my rate increase as a result of the recent spikes in real-time market prices?

    Our residential fixed-rate and month-to-month plans are not tied to real-time market prices, insulating our residential customers from extreme wholesale power price swings. If you're currently on a month-to-month plan and are...

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