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New Customer & Moving

New Customer & Moving

  • 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...

  • How do I disconnect my electricity service?

    If you are moving outside the CPL service area or would like to switch to another provider, 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.,...

  • Do you keep my deposit?

    After twelve months of consecutive on-time payments, the full amount of your deposit plus interest will be refunded if your account is in good standing. If you leave CPL, the deposit and interest, minus any outstanding balance, will be...

  • What are your electricity prices?

    You may view our prices 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...

  • How long does it take to get electricity service?

    If you are moving into a new home and require electricity service to be connected, service can begin in approximately 3 business days after your security deposit has been paid or on the requested start date depending upon whichever happens first.

    If you are switching from your current electricity provider to a new provider, it can take up to 7 days for your service to transfer from one provider to the next. Your service will not be disrupted due to this transfer. Once your deposit is paid or waiver information is provided, you can expect your service to begin in approximately 7 days. You should expect to see your first bill from your new provider approximately 30 days...

  • How can I open an account with CPL?

    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.,...

  • How do I switch my electricity to CPL?

    To switch to CPL, please visit us online or you may contact our Customer Care center toll-free at 1-866-322-5563. We'll contact your current provider about the switch, so there's no need to call...

  • What happens if my credit score is low?

    If your score is low, we may require a deposit. After twelve months of consecutive on-time payments, the full amount of your deposit plus interest will be refunded if your account is in good standing. If you leave CPL, the deposit and interest, minus any outstanding balance, will be...

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

    You should receive your first bill 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....

  • Why do you need to run my credit?

    A credit check is performed to determine whether a deposit is...

  • Why do I have to give CPL my social security number?

    Providing your Social Security Number expedites the enrollment process, making it easier to determine deposit applicability. However, you are not required to provide your SSN if you provide your date of...

  • 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:

    62 or older
    If you are 62 years of age or older, please send us a copy of your or your spouse's driver's license or state ID. You must not have any overdue electricity payments.

    Victim of domestic violence
    If you are a victim of domestic violence as recognized by the Texas Council on Family Violence, you can send us a completed and signed certification letter from the Texas Council on Family Violence to confirm your status.

    Letter of credit
    If 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.

    Letter of guarantee
    A letter of guarantee is a letter from someone who is already a current CPL Retail Energy customer in good standing and who will act as a guarantor for your CPL Retail Energy account.

    Medically indigent
    If you are considered medically indigent as certified by a government entity or government-funded energy assistance program provider and physician, please provide us with documentation.

    For any of the situations above, you can send us your information by:

    • Fax at 1-866-791-4331, Attn. Deposit Waiver
    • Mail at:
      Attn. Deposit Waiver
      P.O. Box 180
      Tulsa, OK 74101-0180, United States

    Once we receive your documentation, we'll let you know that we've sent a request for your CPL Retail Energy service to begin. Remember, we cannot send the order to start your electric service until we confirm your status, so please send us the forms as soon as you can. We will hold your enrollment for 30 days or until this information is received, whichever comes...

  • What if I am tax exempt?

    You should fax your completed tax exemption certificate to our Customer Care Center at 1-866-348-4193 or mail us a copy of the certificate to the following address in order to process your exemption:

    CPL Retail Energy
    PO Box 180
    Tulsa, OK 74101-0180
    Unless we have a certificate on file, we are required to charge you sales...

  • I just signed up for electricity, but I received an Order Pending message. What does this mean?

    For non-prepaid products, "Order Pending" means we could not verify your identity using the information that was provided. To protect your identity and confirm we are signing up the right person and home with CPL Retail Energy, we need to collect some additional information from you.

    Please call 1-866-968-8083 from Monday-Friday, 8 AM-5 PM, and provide the following:

    • Customer Name
    • Daytime Contact Phone Number
    • Account Number

    An agent from our Exceptions Department will contact you within 24-48 business hours.

    If you have any questions about this process, please call us at 1-888-305-3828 or e-mail us at cplretailenergy@directenergy.com.

    For prepaid products, "Order Pending means we either had an issue establishing the ESI ID for the account, or there was a data issue. Our Exceptions Department will contact you at the phone number provided, if needed, to resolve the issue....

  • 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 #300, Tulsa, OK 74136. Please Note: it usually takes at least 5 additional business days for us to receive documents mailed to...

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