Signing Up for Service
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New Customer & Moving
How Can I Get a Switch Hold Removed?
To request that a switch hold be removed from your new service address, simply download a New Occupant Statement (NOS) here, fill out the blanks, and sign the document.
You must also provide one of the following documents:
- A copy of a signed lease agreement (in its entirety) in your name
- A notarized Affidavit of Landlord (download a blank template here)
- Closing documents in your name for purchase of the property
- An electric bill in your name dated within the last two months from a different service address
To submit these documents for approval, you can either e-mail them to Enrollment.Exceptions@DirectEnergy.com or fax them to 1-866-814-3021. We encourage you to e-mail the documents, as this method is much faster.
If you want to send the documents through traditional mail, please mail them to Enrollment Exceptions, 6502 South Yale Avenue, Tulsa, OK 74136. Please Note: it usually takes at least 5 additional business days for us to receive documents mailed to...
How can I get myself added to an account as an authorized representative?
If you are not the current account holder and want to be added as an authorized representative, the current account holder must contact our Customer Care center toll-free at 1-866-322-5563 to request that an additional authorized representative be added to the...
How do I change the name on my account?
To request a name change, please contact our Customer Care center toll-free at...
What does it cost to switch?
CPL does not charge an enrollment fee, but the local distribution utility may charge a one-time fee for connection or disconnection. CPL then passes this connection fee, also known as a non-recurring fee, to you via your electric bill on behalf of the...
What are the criteria for your credit decisions?
Our criteria are based on utility payment data and many elements are taken into...
Contract & General
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 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.,...
I'm on a variable price plan. How much will my bill change each month?
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...
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 utility 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 local utility, AEP toll free at...
Can I get the cancellation fee waived if I am a customer in good standing?
We will need to charge a cancellation fee if you terminate the agreement before the end of the specified term. Cancellation fees are part of the offer you sign up for and therefore cannot be...
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...
