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Billing and Payment

Billing and Payment

  • Do I need to pay a deposit if I sign up for electricity service with WTU?

    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:

    1. Have deposit payment automatically deducted from your credit card or bank account. Additional fees apply when paying with these options.
    2. 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 visit our Service Locator page to find a pay-station close to you.
    3. Learn more information about selecting a Guarantor for your account. A Guarantor must be a customer with WTU and have a good payment...

    4. When will I get my first bill?

      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...

    5. Will my electricity price change?

      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...

    6. When are my bills due?

      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...

    7. How can I find my account balance?

      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....

    8. Can I get a duplicate copy of my bill?

      Yes. Just call our Customer Care center toll-free at 1-866-3...

    9. When was my last payment received?

      The Online Account Manager allows you to make payments, track previous payments, set up automatic bill pay and...

    10. Can I pay my bill by phone?

      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...

    11. My bill is higher than expected. Why?

      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....

    12. Can I change my bill due date?

      This option is not currently available.

    13. What charges are included on my monthly bill?

      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...

    14. What if I need more time to pay my bill? What payment options are available?

      Based on qualifications, you may be eligible for one or more of 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.

      Budget Billing Plan

      Allows you to pay about the same amount each month. Usage is reviewed each quarter to determine if adjustments are necessary. This program is available if you have no unpaid balance and requires at least 12 months of actual or estimated usage history at your current residence.

      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.,...

    15. How do I know my electric meter is reporting my usage accurately?

      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...

    16. I think there's an error on my bill. What do I do?

      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.,...

    17. Where can I pay my bill in person?

      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.,...

    18. How do I read my bill?

      For tips on reading your bill, visit the Understand Your Bill section of our...

    19. Can I sign up for paperless statements?

      Yes, you can sign up for paperless E-Bill statements inside the Online Account...

    20. I need to speak with someone about my bill. Who can I contact?

      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.,...

    21. What is a kWh?

      This stands for "kilowatt-hour" and it is the unit of measurement for the electricity used in your home over...

    22. How can I get billing and usage history for my account?

      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.,...

    23. Do you waive the deposit?

      You may be eligible to have WTU Retail Energy waive the deposit requirement if you meet one of the following criteria:

      62 or older
      If you are 62 years of age or older, please send us a copy of your or your spouse's driver's license or state ID. You must not have any overdue electricity payments.

      Victim of domestic violence
      If you are a victim of domestic violence as recognized by the Texas Council on Family Violence, you can send us a completed and signed certification letter from the Texas Council on Family Violence to confirm your status.

      Letter of credit
      If 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.

      Letter of guarantee
      A letter of guarantee is a letter from someone who is already a current WTU Retail Energy customer in good standing and who will act as a guarantor for your WTU Retail Energy account.

      Medically indigent
      If you are considered medically indigent as certified by a government entity or government-funded energy assistance program provider and physician, please provide us with documentation.

      For any of the situations above, you can send us your information by:

      • Fax at 1-866-791-4331, Attn. Deposit Waiver
      • Mail at:
        Attn. Deposit Waiver
        P.O. Box 180
        Tulsa, OK 74101-0180, United States

      Once we receive your documentation, we'll let you know that we've sent a request for your WTU Retail Energy service to begin. Remember, we cannot send the order to start your electric service until we confirm your status, so please send us the forms as soon as you can. We will hold your enrollment for 30 days or until this information is received, whichever comes...

    24. Where can I mail my payment?

      Mail your check or money order to:

      WTU Retail Energy
      P.O. Box 650819
      Dallas, TX 75266-0897

      Remember to write your account number on the check or money order to ensure the payment is correctly applied to your...

    25. Can I view and pay my bill online?

      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...

    26. Do I need to pay a deposit if I sign up for electricity service with WTU?

      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:

      1. To have deposit payment automatically deducted from your credit card. Additional fees apply when paying with these options.
      2. 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 vist our Service Locator to find a pay-station close to you.
      3. To learn more information about selecting a Guarantor for your account. A Guarantor must be a customer with WTU and have a good payment...

      4. Do you offer reduced deposits for low-income customers?

        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...

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