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Our TrueCost representatives are knowledgeable about the electric industry and are a reliable source for energy information and efficiency advice for consumers.
Still need help? Give us a call at 800-461-3056 (Monday – Friday 8 a.m. to 5 p.m. Central Standard Time) or email us your question.
If your electric company unexpectedly goes out of business, there is a safety net in place that ensures you roll to a Provider of Last Resort (POLR) without an interruption of service. In this situation, the POLR may charge a different per-kWh price than your departing REP. However, the Public Utility Commission of Texas (PUCT) has rules in place which state that they cannot exceed a certain price. You will receive a communication from your new REP/POLR that gives more information and spells out your options.
If a REP knows it will be going out of business, then common practice is to try to proactively sell their business to another electric company. In addition, TrueCost has covered the merger/acquisition topic in a blog. Read it here: /news/2012/2/7/when-electric-providers-merge.
It depends on your credit and the policies of the retail electric provider that you select. Retail Electric Providers share their policies with TrueCost so that we can better match customers with plans. Details concerning deposits and credit requirements for your provider can be found on the Terms of Service Agreement (TOSA) for the plan you are interested in switching to.
It depends on the retail electric provider (REP) you choose and your meter. Some REPs receive automated enrollments from TrueCost and others process them manually, taking up to 2 business days.
Once your REP has approved your order and started the switch process, it can take anywhere from a few hours to a week (if you do not have a smart meter) for the switch to be completed.
Yes, you have the freedom to change electric plans and/or retail electric providers at any time. There are two things you should be aware of:
Switch hold occurs when an individual has either an outstanding, past-due balance with their current Retail Electric Provider (REP) or the utility believes that the meter has been tampered with.
You can remove a switch hold for a payment arrangement situation or tampering charges by calling your provider and paying the debt.
If you are moving into the residence or commercial/business address for the first time (that is, the switch hold was from the previous occupant), you will have to complete a new occupant statement. that is provided by your Retail Electric Provider (REP). Contact your REP in order to get the new occupant statement.
If you are moving, you should notify your Retail Electric Provider if you are moving out of your residence in order to prevent getting billed for the period of time you were no longer in residence. If you are switching, you do not need to notify your current Retail Electric Provider. Your new electric provider will notify them for you.
No, you do not have to notify your current electric provider. Your new electric provider will notify them for you.
All providers will allow customers to terminate their contract without any penalties if they are within 14 days of the contract expiration period. Most plans include an early termination fee if you cancel your contract earlier than the 14-day period before the expiration date. For some plans, these fees can be in the hundreds of dollars, so it's important to know the rules of your plan.
ERCOT will mail every customer that switches Retail Electric Providers (REPs) a postcard notifying them that their electricity has been switched to another provider. Customers do not have to contact ERCOT or take any action.
The purpose of the postcard is to prevent fraudulent switches. In the rare event that you receive the postcard and did not authorize a switch, please follow the instructions on the postcard.
If you've placed your last order through TrueCost, you can go to your My Account page and view your past orders, which includes the expiration date.
If your current plan wasn't purchased through TrueCost, you'll need to find out from your electric provider. Some electric companies include the expiration date on the bill, but not all do.