Billing FAQ's
What charges are included on my monthly bill?Monthly bills will include charges for the cost of electricity generation, kilowatt-hour usage, delivery of electricity to a customer's home or business, and all applicable federal, state and local taxes. Monthly bills may also include charges for non-recurring fees as required or allowed by the Public Utility Commission of Texas (PUCT) rules. See your Customer Handbook or call our Customer Care center toll free at 1-866-322-5563 for more information. Representatives are available to help you Monday through Saturday between 8:00 am and 8:00 pm, CST. What is a non-recurring fee?Non-recurring fees are charges from your local distribution utility, or Transmission and Distribution Service Provider (TDSP), such as AEP, and may include such items as a new service initiation fee, a connection fee, a disconnection fee, or a meter-reading fee if you requested that your meter be read outside of your normal billing cycle. These charges are not from WTU but because we are your Retail Electric Provider, we are required to pass these charges through to you. These will be listed separately from the electricity charges on your monthly electric bill. Typical fees and charges may include:
Can I view and pay my bill online?Yes, WTU Retail Energy offers you the convenience of online bill viewing and payment. To view your bill online, you first need to establish your online account with us. To sign up or for more information, visit Your Account. To make an online payment, visit the ChoicePay website. With ChoicePay you can pay your bill automatically from your credit card or checking/savings account over the phone each month. Once enrolled in ChoicePay, one quick call to the automated system each month authorizes your payment. This service is available 24 hours a day, 7 days a week. To enroll, call Customer Care toll free at 1-877-250-5705. Please note that there is a convenience fee of $2.95 for each payment up to $500, and an additional $2.95 for each additional payment amount of $500. How do I get an energy audit for my home?Visit the Free Home Energy Center section of our website to get started. Completing your home profile is the first step towards managing your energy bills and saving money. How can I find out my current account balance?You can get up-to-date information on your account at any time by visiting Your Account online or by calling our Customer Care line, toll free at 1-866-322-5563. You can also request a duplicate copy of your bill be sent to you in the mail. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST and they'll be happy to let you know how to keep your account in good standing. What payment options are available?Based on qualifications, customers may be eligible for one of our special payment arrangement plans. Currently, available plans include: Balanced Billing Plan: customers can pay approximately the same amount each month, subject to a yearly account review to determine whether there was an overbilling or underbilling based on your actual usage. Payment Extension Plan: a short-term extension of the due date for full payment of past due bills. Deferred Payment Plan: an extended payment plan where past due bills may be paid in installments over a specified time period. Visit Convenient Ways to Make Payment for more information. Or, 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. We will be happy to help you choose the most convenient payment option for your needs. Can I pay my bill by credit card or debit card?Yes! You can make a one-time payment with your debit or credit card by contacting 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. You can also set up recurring debit or credit card payments by contacting Choice Pay toll free at 1-877-306-9272 or visiting www.choicepay.com. Once enrolled in ChoicePay, one quick call to the automated system each month authorizes your payment. This service is available 24 hours a day, 7 days a week. Please note that there is a $2.95 convenience fee for every incremental payment of $500. Can I arrange to automatically pay my bill each month?Yes! You can arrange to pay your bill automatically each month by direct debit from a checking or savings account by accessing our Automatic Payment Plan Form. You can also set up recurring debit or credit card payments by contacting ChoicePay toll free at 1-877-306-9272 or visiting www.choicepay.com. Once enrolled in ChoicePay, one quick call to the automated system each month authorizes your payment. This service is available 24 hours a day, 7 days a week. Please note that there is a $2.95 convenience fee for every incremental payment of $500. |
