FAQ
Frequently Asked Questions
If you've got a question, odds are we've got the answer. Our comprehensive FAQ page includes information on our payment options available, activating your Online Account Manager, and everything in-between. And for your convenience, we've organized questions into four easy categories. Just click on the appropriate box to the right to find the answers you need!
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Billing & Payment FAQ
Based on qualifications, you may be eligible for 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.
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.
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 was a billing error, call our Customer Care center toll free at 1-866-322-5563, Monday through Saturday between 7:30 a.m. and 8 p.m.
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 through Saturday between 7:30 a.m. and 8 p.m.
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.
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 on supply and demand.
This stands for "kilowatt-hour" and it is the unit of measurement for the electricity used in your home over time.
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 non-recurring fees as required or allowed by the Public Utility Commission of Texas (PUCT) rules. For a list of these fees, please see your
Terms of Service - Typical Fees and Charges or call our Customer Care center toll free at
1-866-322-5563 for more information.
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.
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.
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.
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 p.m., CST.
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 AEP, your local distribution utility.
If you feel there was a billing error, call our Customer Care center toll free at 1-866-322-5563, Monday through Saturday between 7:30 a.m. and 8 p.m.
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 Care toll-free at
1-866-322-5563. Representatives are available Monday through Saturday from 7:30 a.m. to 8 p.m. CST.
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 Saturday between 7:30 a.m. and 8 p.m.
Yes. Just call our Customer Care center toll-free at 1-866-322-5563.
This option is not currently available.
Mail your check or money order to:
WTU Retail Energy
P.O. Box 650819
Dallas, TX 75265-0819
Remember to write your account number on the check or money order to ensure the payment is correctly applied to your account.
The
Online Account Manager allows you to make payments, track previous payments, set up automatic bill pay and more.
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.
This is dependent on credit. If a deposit is required, you can:
- Pay by credit card or have it deducted from your bank account
- Visit a pay station near you to pay in person
- Select a guarantor for your account. Guarantors must be a WTU customer and have good payment history
You can also pay by check or money order to:
WTU Retail Energy
P.O. Box 650819
Dallas, TX 75265-0819
There's also
WTU Prepaid, our no deposit prepaid electricity option.
You may be eligible for a waived deposit if you meet one of the following criteria:
- You have been a residential customer of any electricity provider within the last two years and were not late paying a bill more than once in the last 12 months. This requires a letter of credit on your behalf from your current electricity provider.
- You are over the age of 62 and are not delinquent with any electricity provider.
- 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.
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, Low-Income Medicare, Texas Aid to Needy Families, or Food Stamps.
- A bill from another electricity provider showing you have received a low-income discount within the past 6 months.
- A letter from your current provider confirming that you are an eligible low-income customer.
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 7:30 a.m to 8 p.m, CST. Please have your credit card ready.
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.
WTU 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 help you:
- To have deposit payment automatically deducted from your credit card or bank account. Additional fees apply when paying with these options.
- 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. Or click here: Walk-in Pay Station to find a pay-station close to you.
- To learn more information about selecting a Guarantor for your account. A Guarantor must be a customer with WTU and have a good payment history.
You also have the option to pay your deposit by mailing in a check to the address below:
WTU Retail Energy
P.O. Box 650819
Dallas, TX 75265-0819
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 62 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.
Eligible low-income customers are allowed to pay any deposit over $50 in two installments. In order to qualify for the deposit reduction, you'll be asked to provide one of the following documents as proof of low income eligibility:
- A copy of a state-issued Statement of Benefits for SSI, Medicaid, Low-Income Medicare, Texas Aid to Needy Families, or Food Stamps
- A bill from another retail electric provider showing that you have received the low-income discount within the past 6 months
- A letter from your current provider confirming that you are an eligible low-income customer.