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
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Contract and General FAQ
Your rates are locked in for the duration of your term. Upon completion
of your term, your rate can change. If your rate changes, you will receive
written notification from WTU approximately 45 days prior to the rate change
taking effect. This notification will explain what rate plans will be available.
Keep in mind that WTU’s priority is to keep our customers satisfied and
remain competitive in the energy market.
Cancellation fees can apply to specific plans. Please see your
Electricity Facts Label for specific information about your plan.
The deposit that you pay is returned to you with interest after twelve consecutive
months of on time payments. If you leave WTU, the deposit with interest,
minus any outstanding balance will be returned to you.
Depending on the offer or plan type, there may or may not be a cancellation
fee associated. Cancellation fees can apply to specific plans. Please see
your
Electricity Facts Label for specific information about your plan.
WTU can offer you lower prices by including a cancellation fee in the product
offer. We secure your price for a specified time period and can do this
at a lower price per kilowatt hour if a cancellation fee is included.
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 waived.
Your base kWh rate is locked in and will not change for a full year. The
$5 monthly service charge is factored into the ‘bundled kWh rate’. In our
example we use 1,000 kWh as a baseline. Since the $5 monthly customer charge
is spread out over your total kilowatt usage for that billing period the
‘bundled kWh rate’ may increase or decrease based on your electric usage
going below or above that 1,000 kWh baseline example but your FIXED rate
will NOT change.
Please contact our Customer Care center toll free at 1-866-322-5563 to request
a name change on the account. Representatives are available to help you
Monday through Saturday from 8:00 am to 8:00 pm, CST.
You can use the last four digits of your Social Security Number or your
month and date of your birth, or a driver’s license or government issued
identification number for residential customers. Non-residential customers
may also use their federal tax identification number for an account access
code. Just 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. If you’ve forgotten your account access code, our representatives are
also available to provide hints to help you remember it or set up a new
one if needed
If you are moving outside the WTU Retail Energy service area or like to
switch to another electric service provider you need to call our Call Center
representatives to close your account. Representatives are available to
assist you Monday through Saturday from 8:00 am to 8:00 pm, CST.
Please visit the free Home Energy Center on our website to find out if your
home energy is efficient. The test will tell you if your home is energy
efficient, which appliances use the most energy, and how much you can save.
Completing your home profile is the first step towards managing your energy
bills and saving money.
You have the right to request a meter test once every four years at no cost
to you. If you request a test more than once every four years, and the meter
is determined to be functioning properly, you will be charged a fee for
the additional meter test(s) at the rate approved for AEP, your local distribution
utility company. They will advise you of the test results, including the
test date, testing person, and, if applicable, the removal date of the meter.
You can also read the meter yourself. Please visit our website and get instructions
on
How to read your meter. Please see
Terms
of Service for more information.
WTU respects your privacy. While we are committed to helping you manage
the cost of your electricity, we also understand that’s just one part of
managing your entire budget. That’s why we would like to make valuable,
cost-saving offers available to you. Our select partners will make these
products and services available exclusively to WTU customers.
If you do not want to receive exclusive product and service offerings from
our select partners, please mail your request to the following address and
include your name, address and electric service account number:
WTU Retail Energy
P.O. Box 180
Tulsa, OK 74101-0180
You can also view WTU’s complete
privacy policy.
Most domestic appliances will quote their power consumption in kilowatts
and many electric utility companies use the kilowatt hour as a billing unit.
The kilowatt-hour (symbolized kWh) is a unit of energy equivalent to one
kilowatt (1 kW) of power expended for one hour (1 h) of time.
Here is an example: If your air conditioner consumes 3 kW per hour, and
it operates 18 hours during a hot summer day, then your air conditioner
used 54 kWh (3 kWh X 18 h) that day. If your rate is 17 cents per kWh, then
your cost of operating your air conditioner was $9.18 (54 kWh X $0.17 per
kWh) for the day.
Here are some examples what you can do with 1 kWh ( results may vary):
- Use an electric shaver 1200 times
- Use an electric shaver 1200 times
- Dry your hair 15 times
- 4 evenings of watching TV
- Listening to 15 CD’s in a row
- Use a (small) refrigerator for 24 hours
- Heat 20 microwave meals
- Drill 250 holes
- 4 evenings of light with 60 W incandescent light
- 20 evenings of light with 11 W compact fluorescent light
We know that managing your energy usage can have a big impact on your
budget, comfort, and welfare - as well as on the environment and other people.
That's why we've created the Energy Saving Center to help you become more
energy efficient. You'll be surprised at how much you can save just by making
a few changes in how you live and work.
Take control of your energy bills and visit the
Energy Saving Tips in the Energy Saving Center section on our website.
In the past, one company provided all parts of your electric service (generation,
transmission and distribution, and retail sales). With deregulation, these
entities are now separate and you have the power to choose whom you would
like to serve you as your retail electricity provider. Keep in mind that
the local distribution utility, or Transmission and Distribution Service
Provider (TDSP), will continue to read your meter, service your poles and
wires so you will continue to receive electricity like you always have.
Simply contact the local distribution utility, or Transmission and Distribution
Service Provider (TDSP), AEP. Call toll free 1-866-223-8508. Representatives
are available to help you 24 hours a day/ 7 days a week.
You can write to us at:
WTU Retail Energy
P.O. Box 180
Tulsa, OK 74101-0180
Power outages or emergencies (such as a downed power line) should be reported
to your local distribution utility, or Transmission and Distribution Service
Provider (TDSP), AEP. Call toll free 1-866-223-8508. Representatives are
available to help you 24 hours a day/ 7 days a week.
Call the AEP emergency toll-free phone number 1-866-223-8508 immediately
and describe exactly what you see. Representatives are available to help
you 24 hours a day/ 7 days a week. Fallen lines are extremely dangerous,
so please stay away from the area and keep others back at a safe distance.
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, WTU 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 TDSP 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 TDSP, AEP toll free at 1-866-233-8508.
The most common causes of power outages are trees and tree limbs falling
on electric wires and lightning striking transformers.
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 neighbor's.
A Retail Electric Provider (or REP) is a company that has been approved
by the Texas Public Utility Commission to sell electric services. If you
are a WTU Retail Energy customer, then WTU Retail Energy is your REP.
The major energy source for the Price Protection Plan is natural gas. Other
energy sources include nuclear power, coal and lignite.
An ESI ID number is the address for your electricity. In order to actually
track the electricity used by your house, electric companies use a special
meter identification number to know exactly the amount of electricity you
used.