Frequently Asked Questions

Who helps me if there is a power outage?
Listed below is your Local Distribution Utility. Contact them immediately in the event of a power outage:
  • Oncor:
    888.313.6862
  • Centerpoint:
    800.332.7143
  • AEP (CP&L):
    866.223.8508
  • TNMP:
    888.866.7456

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Okay, my bill can’t be right! Now what?
Yes, we are human and SOMETIMES we might even make a mistake! If you feel your bill might have a mistake on it, please contact us immediately.  We will promptly investigate your bill and review it with you making any necessary corrections immediately upon finding an error.  If we do not review and / or correct your bill to your satisfaction you are entitled to file a complaint with the PUCT. You can reach the PUCT at:

Public Utility Commission of Texas
Customer Protection Division
PO Box 13326
Austin, Texas  78711-3326
888.782.8477
512.936.7120
512.936.7003 fax
email: customer@puc.state.tx.us
website: www.puc.state.tx.us
TTY 512.936.7136

Be sure to include your name, address, telephone number, the name of your Retail Electric Provider and your account number with that Retail Electric Provider, the nature of your complaint and copies of your disputed bill and your contract. The PUCT will investigate your complaint and will contact you directly with the results of their review.

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What if my bill isn’t right because my meter isn’t working correctly?
We will be happy to assist you in having your meter inspected as quickly as possible. Please contact us and we will take care of the rest!

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Can I read my own meter?
Yes, actually, you can read your own meter! Contact Texas Power and we will provide you with instructions for reading your meter. However, your meter reading will not be used for our billing, but it can help you to verify our billing and it will also assist you in monitoring your energy use.

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What is cramming?
Cramming is the term used for adding charges to your electric bill for services other than your electricity without your permission. If you see any charges on your bill that you don’t understand please contact us immediately at 1.855.MY TX PWR (1.855.698.9797) or email us at servingyou@texaspower.net. We will be happy to review every charge on your bill and resolve any charge that isn’t appropriate.

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What is all this talk about slamming?
Slamming is the term used for switching your electric service without your permission. This is AGAINST THE LAW!! If you feel your service has been switched without your authorization, call the PUCT Consumer Hotline toll-free at 1.888.782.8477. Your service should NEVER change without your authorization consenting to the change. Once you have requested a service change you should immediately receive a Terms of Service Agreement. You have three federal business days from the date you receive your Terms of Service document to cancel your switch request. Please refer to your Terms of Service Agreement for the methods necessary to cancel your service.

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How do I cancel my Terms of Service agreement with Texas Power?
In the case of a switch to Texas Power from your previous provider, you do, by law, have the right, to cancel your Terms of Service with us within three federal business days from the date you received the Terms of Service Agreement. This does not apply in the case of a new Move-in. Please contact us within those three days at 1.855.MY TX PWR (1.855.698.9797) or email us at servingyou@texaspower.net. We will need your name, address, telephone number and your account number with us. You may also cancel your Terms of Service agreement with us if you are relocating; however, you must present valid proof of premise change to avoid any applicable early termination fees. Valid proof of premise change may include, but is not limited to, current utility bill, new lease agreement, purchase agreement, or updated driver’s license. There will be no additional fees, aside from any remaining usage charges, applicable taxes and monthly meter fee, unless you request your meter to be read before the scheduled monthly reading date in which case there will be an additional administrative fee to cover the unscheduled meter reading. If for any reason, Texas Power makes any material changes to the Terms of Service agreement from your original agreement, you will be notified with a new agreement and you will have 45 days to terminate your agreement with Texas Power at no penalty.

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What if I can’t pay my bill?
We want to work with you and we understand there are sometimes circumstances beyond your control. You do have options with us and we encourage you to work with us before it becomes necessary to take termination action on your account. Please contact us at 1.855.MY TX PWR (1.855.698.9797) or email us at servingyou@texaspower.net to discuss if you may qualify for Payment Plans, Deferments, Average Billing, Bill Payment Assistance, or a Low-Income Discount. We also want to be sure you are aware of the assistance programs offered in Texas and listed below are the names and addresses for you to contact and request further information:
Public Utility Commission of Texas
1701 N. Congress Avenue
PO Box 13326
Austin, TX 78711-3326
888.782.8477
Low-Income Telephone & Electric Utilities Program / LITE UP Texas
1.866.454.8387

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Will you terminate my service if I don’t pay my bill?
Texas Power will provide you with a disconnection notice in the event you have not paid your bill. You will have ten (10) days from the date of the termination notice to pay your past-due balance. If your past-due balance isn’t paid in full by the date given to you on the termination notice, Texas Power will then disconnect your service. If your account is secured with a deposit, the deposit amount will be credited to your final bill. If your account is disconnected for non-payment and you wish for power to be restored, you will be required to pay your past-due balance in full, a reconnect fee of $65.00, and a deposit or an additional deposit that should not exceed the guidelines specified within your Terms of Service Agreement. Restoration of power could take up to 48 business hours after the past due amount is paid. Texas Power will utilize debt collection agencies, consumer reporting agencies, small claims courts and other legal remedies allowed by law to collect delinquent payments. You have the right to select another retail electric provider. However, we do want to work with you and we encourage and urge you to contact us in the event you foresee difficulty in paying your bill.

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What if someone living in my home must have electricity for the sake of their health or life?
If you have special needs that require you to be dependent on electrical equipment or powered medical equipment, it is your responsibility to advise our Customer Care department upon application for service. To determine whether you qualify as a Critical Care or Chronic Condition customer, the Critical Care and Chronic Condition Eligibility Determination Form must be completed by the customer and treating physician, and be submitted by the physician to the Transmission and Distribution Utility provider (TDU) in your area. This form may be obtained on the Texas Power website under the following link: http://www.texaspoweronline.com/content/forms/TXP_critical_care.pdf. You may also request the form by contacting our Customer Care department at 1-855-MY TX PWR (1-855-698-9797). Our Customer Care department will also be able to answer any questions you may have regarding the process. Qualification as a critical care or chronic condition customer does not relieve you of your obligation to pay for electric service that you receive from Texas Power.

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Will Texas Power give my name or private information to other companies?
By law, we are required not to release, sell or give away your customer-specific information or data without obtaining your authorization. We do have the right, however, to release information to the Public Utility Commission for the purpose of resolving any complaint you may have. We also have the right to release to collection agencies and/or credit reporting agencies information regarding your account if we are in the process of collecting any overdue or unpaid balance.

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Why can’t I change my due date since I’m on a fixed income?
We understand you are on a fixed income and know you may have scheduling & budgeting concerns; regrettably we are unable to change the invoice due dates since we are a billing service provider and we do not actually go out and physically read the meters. Each service location is in a territory that has assigned meter read dates by the owners of the lines and meters, such as Oncor, Centerpoint, AEP, TNMP, and Nueces, and our invoice due date must cycle within a specific time frame of your meter reads.

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What options are there for bill assistance within Texas Power instead of going to outside agencies?
Texas Power strongly recommends the use of outside agencies for financial assistance since they offer a variety of options as well as having a larger financial backing by several government agencies. Nevertheless, within Texas Power we do offer payment arrangements and deferments, subject to qualification. For short-term financial assistance as well as a deferral agreement for a longer term option for eligible account holders, you may contact the payment arrangements department for eligibility requirements.

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Why does Texas Power charge a $10.00 meter fee when our usage is 1,000 kWh or less?
We have fixed costs like postage, paper, printing, etc., for every invoice no matter the usage. When the usage is below 1,000 kWh our rate alone doesn’t cover the cost of providing your service. If we didn’t have the $10.00 meter fee, we would have to charge a higher rate to make up the cost.

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