Frequently Asked Questions
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General Questions
Located in Dallas, TX, and brought to you by TruEnergy, we are a utility broker that is committed to helping you find the best price and plan
for your residential and commercial needs.
Our headquarters are located in Dallas, TX and we are approved to operate in all seventeen deregulated markets.
As a leading utility broker and one of the fastest-growing privately held companies in the US, we have the expertise and ability to secure the
best prices and plans available. Our mission is to find you the best energy solution that saves you money and gives you peace of mind.
By visiting our web page at buy.energy and entering your address, you can view all pricing and term options available to you in your area.
Deregulation allows providers to compete for your business and provide the best rates and plans that fit your needs. The Texas market was open for
competition in 2002 giving customers the right to choose their own electricity provider. Prior to this, everything was controlled by the
local utility as a monopoly.
We will be here to support your account and help answer any questions that arise during your time with us. In addition, we will also keep you
aware of promotions and assist you during your renewal process once your term ends.
If your contract expires and you have not chosen a new provider or renewed with your existing provider, your contracted rate will move to a
variable/rollover rate. This rate is based on the market. You will no longer have a fixed rate. Each month that you are “out of contract” you
run the risk of your per-kilowatt-hour energy rate going up.
Please contact us for assistance with your renewal or your expired contract. We are happy to assist.
Please contact us for assistance with your renewal or your expired contract. We are happy to assist.
No. There will be no additional charges to go to a new plan and your current meter will be just fine.
You have a right to cancel within 3 business days from the time you receive your terms of service. Regardless of whether you receive it in the
mail or online. The confirmation that will be mailed to you will also provide a way to cancel your contract.
This is a benefit of deregulation. Being within a deregulated market allows you to see multiple rates from various providers and to pick a
competitive rate. We advise you to read the EFL for each provider before making a decision.
As always, feel free to contact us if
you have any questions or concerns.
Your account number will be available to you once the provider accepts your enrollment in full (typically, one week after sign up).
Your account number will also be on your billing statement.
If you need it sooner for any reason, you can always contact us and we will be happy to obtain that information for you.
If you need it sooner for any reason, you can always contact us and we will be happy to obtain that information for you.
After the provider performs a credit check that you agree to, you may or may not require a deposit. If you do, you will receive a link on where
and how to pay this deposit.
Deposits are typically refunded after the first year after making timely payments. The provider of your choice will also have more details
for you regarding your deposit, after the payment is made.
If you have any questions or concerns, please do not hesitate to
reach out to us.
You may be eligible to have the deposit requirement waived if you meet one of the following criteria:
• You are over the age of 65 and not delinquent in payment of any electric service account.
• You have been determined to be a victim of family violence and can submit a certification letter developed by the Texas Council on Family Violence as evidence.
• We urge you to reach out to the provider of your choice Customer Care Center during the enrollment process for more information about your special circumstances to have your deposit waived. They are eager to help.
• You are over the age of 65 and not delinquent in payment of any electric service account.
• You have been determined to be a victim of family violence and can submit a certification letter developed by the Texas Council on Family Violence as evidence.
• We urge you to reach out to the provider of your choice Customer Care Center during the enrollment process for more information about your special circumstances to have your deposit waived. They are eager to help.
Most Texans have the choice, but those served by some electric cooperatives (also known as Co-Ops) and some municipal utilities do not.
If you contract expires and you have not chosen a new provider or renewed with your existing provider, your contracted rate will move to a
variable/rollover rate. This rate is based on the market. You will no longer have a fixed rate. Each month that you are “out of contract”
you run the risk of your per-kilowatt-hour energy rate going up.
Please contact us
for assistance with your renewal or your expired contract. We are happy to assist.
If you plan to move to a new location, as long as you are moving to a deregulated are within the State of Texas, your service can easily be
transferred. Typically, this consists of filling out a simple form and we can assist you with this process.
All providers have a cancellation policy. This is described in more detail in your “Terms of Service Agreement”. Note that all providers can
charge an Early Termination Fee if you cancel before your agreement expires. Most cancellations can be done online by simply filling out a
form. You may also contact us for assistance.
The Electricity Facts Label (EFL) is part of all Residential Service Agreements and provides you with information on pricing, contract,
fuel mix and emissions information regarding your electricity service. The layout and content of the EFL is prescribed by the Public Utility
Commission of Texas (PUCT). This document is very important as it lists your electricity rates and any fees associated with your agreement.
You should review these closely. If you have any questions, contact us
and we will be happy to assist.
The Transmission and Distribution Service Provider (TDSP), sometimes referred to as the Transmission and Distribution Utility (TDU), is the local
utility company that transmits and delivers electricity within a service area via electric poles and wires. This company is responsible for the
maintenance and repair of these poles and wires and is regulated by the Public Utility Commission of Texas (PUCT). When you switch providers,
your TDSP/TDU will always remain the same.
ESI stands for "electrical service identifier". An ESI ID number is unique to the physical address where you receive your electricity - it's
like the social security number to your meter. In Texas, almost all meters are "smart meters", which means they record your electricity usage for
every 15-minute period of every day of the year. The State of Texas is in the process of switching all meters to Smart Meters, if yours is not
at this time, you may reach out to your Utility/TDSP supplier to see what the schedule is for your particular location.
Questions About Issues
In today’s technology-driven world, you really do not need to worry about contacting your utility company when your power goes out.
They are quick to become aware of the issue once it happens. That being said, you may still feel free to reach out to your utility
company to let them know. Your bill includes the contact information of who and how to contact your local utility company.
In the event of an emergency. Always reach out to your Transmissions and Distribution Service Provider (TDSP/Utility)
Below are the numbers for Emergency Service:
CenterPoint Energy (Houston and surrounding areas): 800-332-7143
Oncor (North and West Texas, including Dallas): 888-313-4747 or 888-313-6862
AEP - CP&L/WTU (Central, South and West Texas): 866-223-8508 or 877-373-4858
Texas New Mexico Power (S. Central Coast, Far West and North Texas): 888-866-7456
Nueces Electric Cooperative: 1-800-632-9288
CenterPoint Energy (Houston and surrounding areas): 800-332-7143
Oncor (North and West Texas, including Dallas): 888-313-4747 or 888-313-6862
AEP - CP&L/WTU (Central, South and West Texas): 866-223-8508 or 877-373-4858
Texas New Mexico Power (S. Central Coast, Far West and North Texas): 888-866-7456
Nueces Electric Cooperative: 1-800-632-9288
You should contact your electricity provider. All information is provided on your monthly bill.
Rest assured, you will not go without electricity. By law, your electricity provider will give you a minimum 30 day notice that they will not
continue to provide you with electricity.
Questions About Switching
When your plan ends, you should receive a notice letting you know that you current supplier agreement will end in approximately 30 days.
At that point, you have the choice to shop for the best rates and plans that fits your needs. Simply visit buy.energy to search for the
best options to suit your needs.
If you don’t make a decision before your current plan ends, you could be subject to variable rates that are based on monthly usage. To avoid this, visit buy.energy to secure a longer-term plan to save you money and give you peace of mind .
If you don’t make a decision before your current plan ends, you could be subject to variable rates that are based on monthly usage. To avoid this, visit buy.energy to secure a longer-term plan to save you money and give you peace of mind .
If you have never considered changing energy plans, now is the time as there is a good chance that you are overpaying. It's even possible
that you be on a “variable rate plan”. To get started, simply enter your address on our site to begin shopping. We offer a wide variety of
plans to give you the best options available. It's that easy!
No, you can rest assured that your service will go uninterrupted during the switching process.
No, when you switch to the provider of your choice, your old supplier will receive a notification of your desire to switch. No action is
necessary on your part. Your new provider will also notify the Utility on your behalf that they will be your new supplier of record.
A standard switch takes usually takes place within 1-7 business days after the acceptance of your service agreement from the provider of your
choice. In some instances, this switch can happen very quickly. If you select a specific switch or move-in date, your services will typically
begin on the date chosen. Most providers will process your first electric statement soon after the next monthly meter read.
You will pay one complete bill to your new utility provider. You can pay online or via regular mail.
You will receive one bill from your new provider that will include utility and delivery charges. Nothing will change from what you are used to
doing with regards to paying your utility bills.
Questions About My Bill
You should contact your electricity provider. This is who you get your bill from and all contact information is provided on the bill.
A kilowatt-hour (kWh) is a unit of measurement used for electric energy. It means you used 1,000 watts for an hour, for example,
a 60-watt light bulb would need to run for over 16 hours to use just one kilowatt of electricity. You will typically find electric rates
priced by the kWh. This term is used on your electricity agreement as well as your monthly statement.
All providers at Buy.Energy offer unbundled charges. You will have a charge for your energy rate and you will see a charge from the TDSP/TDU for
delivery charges. Only the energy rate is negotiable thru deregulation. TDSP/TDU charges are set by your Utility.
There are no base charges like you typically see with other providers. This can save you $60.00-$120.00 per year by eliminating this fee alone!
Of course you will see an PUC Assessment charge, taxes and GRT. These are all mandatory fees that all consumers must pay regardless of their provider. If you elect to have a special switch or move-in switch, you may have one-time fee charged by the Utility. This is not part of your rate per kwh and is on the first bill you will receive.
There are no base charges like you typically see with other providers. This can save you $60.00-$120.00 per year by eliminating this fee alone!
Of course you will see an PUC Assessment charge, taxes and GRT. These are all mandatory fees that all consumers must pay regardless of their provider. If you elect to have a special switch or move-in switch, you may have one-time fee charged by the Utility. This is not part of your rate per kwh and is on the first bill you will receive.
Yes. Once you switch to a buy.energy plan and supplier, your bill will be itemized showing you your current usage, your history usage and
all delivery, fees and taxes associated with your utility bill.
All the providers listed on buy.energy offer online bill pay. You may also have the option to enroll in AutoPay and paperless billing with our
providers.
Once you receive our first bill, your account number will be listed on your bill as well as the online link you can use to register your account.
After you register your account, you may log in at any time using your user name and password you set up during the registration process.
No. As long as your current term contract has ended, you will not have to pay any ETF’s (early termination fees). Be sure to review your bill
copy. If the current supplier contract has ended, it is your right to change providers and shop for better rates and plans that suit your needs.
Now is the time to switch to buy.energy for the best plans and rates that fit your energy usage needs.