FAQs
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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Select a Category
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New Customer and Moving FAQ
It’s easy! Just call our Customer Care center toll free at 1-866-322-5563
Monday through Saturday from 8:00 am to 8:00 pm, CST. Representatives are
available to take you through the steps needed to become a WTU customer.
Please call our Customer Care center toll free at 1-866-322-5563. Representatives
are available to assist you with this information Monday through Saturday
from 8:00 am to 8:00 pm, CST.
An application can take up to 2 business days to process; however, after
an application is approved, service will begin in approximately 3 business
days.
It's easy to switch. If you like to switch from another electric service
provider to WTU Retail Energy just call our Call Center representatives.
They are happy to help you to transfer you to WTU. You’re current electric
provider will be contacted by us about the switch so you will not need to
call them. Just relax and let us do the work.
Please call our Customer Care center toll free at 1-866-322-5563. Representatives
are available to assist you Monday through Saturday from 8:00 am to 8:00
pm, CST.
WTU does not charge an enrollment fee, but the local distribution utility,
or Transmission and Distribution Service Provider (TDSP), may charge a one-time
fee for connection or disconnection.
For example, if you live in McAllen and choose to switch to WTU, American
Electric Power is the Transmission and Distribution Service Provider (TDSP)
in your service area. American Electric Power charges a one-time fee for
your switch. WTU then passes this connection fee, also known as a Non-recurring
Fee, to you via your electric bill on behalf of the American Electric Power.
Please click Terms of Service -
Typical Fees and Charges
to see typical charges.
It's easy to transfer your WTU Energy account to a new address within the
WTU area. Just call our Customer Care center toll free at 1-866-322-5563.
Our representatives are able to transfer your electricity service to your
new address and will disconnect the electricity service in your old place.
Representatives are available to assist you with this information Monday
through Saturday from 8:00 am to 8:00 pm, CST.
You should receive your first bill about 45-60 days after your application
for service is approved. If you have not received you bill within this time,
please contact our Customer Care center toll free at 1-866-322-5563, Monday
through Saturday between 8 a.m. and 8 p.m.
Once you switch your service to WTU, it takes approximately 45-60 days until
you receive your first WTU bill. You may receive a final bill from your
previous Retail Electric Provider during that time.
WTU Retail Energy bills customers for electric service once each calendar
month. All bills are due and payable in full within 16 days of the billing
date. The due date is printed on your electricity bill.
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.
Please have the current account holder contact our Customer Care center
toll free at 1-866-322-5563 to request that the additional authorized representative
be added to the account. Representatives are available to help you Monday
through Saturday from 8:00 am to 8:00 pm, CST, and request that the additional
authorized representative be added to the account.
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.
No, you will only receive one, easy-to-read bill directly from WTU. It will
include all charges for your electricity including your WTU electricity
usage, as well as the poles and wires company’s charges for transmission
and distribution.
Providing your Social Security Number will expedite the enrollment process,
making it quicker and easier for WTU to determine deposit applicability;
however, you are not required to provide your SSN if you provide your Date
of Birth.
This check is done to determine whether you can enroll without being charged
a deposit. The check is a utility payment data-based search that reviews
your history of making payments on your utility services (electric, natural
gas, water, etc.).
The criteria is based on a utility payment data based Credit Check and many
elements are taken into consideration. WTU may require a deposit if you
do not meet the company’s credit requirements. The deposit will not exceed
the sum of your next two month’s estimated bills or 1/5th of your estimated
annual billings. The deposit that you pay is returned to you with interest
after twelve consecutive on-time payments. If you leave WTU, the deposit
with interest, minus any outstanding balance will be returned to you.
If your score comes back low, you can still become a WTU customer by paying
a deposit. After twelve months of consecutive on-time payments, the FULL
amount of the deposit PLUS interest will be refunded to you if your account
is in good standing. If you leave WTU, the deposit with interest, minus
any outstanding balance will be returned to you.
After twelve months of consecutive on-time payments, the FULL amount of
the deposit PLUS interest will be refunded to you if your account is in
good standing. 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.
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.