Customer Care

Fluctuation on your bill can be caused by changes in the cost of electricity or the amount of electricity used. The summer in Texas is very hot and can cause a higher bill than usual due to increased usage. Heat rises through the house and the sun beats down on the roof and outside walls. The air conditioner will have to work even harder and consume more energy to keep your preferred temperature inside. A change in the cost of fuel, tax changes and other items can also cause changes in your bill. If you think we’ve made a mistake, please contact our Customer Care center toll free at 1-866-322-5563, Monday through Saturday between 8 a.m. and 8 p.m. to discuss any questions about your bill.

Based on qualifications, customers may be eligible for the Payment Extension Plan, the Deferred Payment Plan, or the Budget Billing Program.

The Payment Extension Plan gives you a short-term extension to pay the full amount of a past due bill.

The Deferred Payment Plan is an extended payment plan that lets you 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 25% of the amount due). We may also ask you to pay the balance owed on the Deferred Payment Plan in equal amounts over no fewer than three billing cycles. If you establish a Deferred Payment Plan, we’ll confirm the details of the plan in writing.

Please note:

• Please pay at least 25% within five business days.
• The maximum time for a Deferred Payment Plan is 90 days
• If your account has three or more disconnect notices within 12 months you are not eligible for the Deferred Payment Plan.
• Your current charges on your monthly bills are still due on the due date.
• You must pay the Deferred Payment Plan installment plus your current charges each month.
• The due date for the Deferred Payment Plan and the current charges may be different. Each payment must be made by its appropriate due date.
• Please note that the Deferred Payment Plan is only offering you installments for your last past bill. It is still your responsibility to pay the current month electricity bill in one total amount. Any late payments will have an impact on the Deferred Payment Plan. Please pay the installment down to the penny. We will not be able to continue the Deferred Payment Plan once a payment is not corrector due to any round up or round down in the amount due under the Deferred Payment Plan. If you establish a Deferred Payment Plan, we will confirm the details of the plan in writing.

The Budget Billing Plan allows you to pay about the same amount for the electric service portion of your bill each month and is reviewed each quarter to see if any adjustments are necessary based on how much electricity you’re actually using. If you are over or under the monthly budgeted amount by $15 based on usage, an adjustment will be made. The program is available to anyone whose account has no unpaid balance, regardless of credit history. To enroll, you need 12 months of actual or estimated usage history at your current residence. After one full year, CPL will review your account to see whether there is an overbilling or underbilling on your account. We will credit your account for any overbilled amount or bill you for any underbilled amount. Then, we’ll recalculate your monthly Budget Billing amount to determine your new monthly payment amount for the next twelve months.

Please contact our Customer Care center toll free at 1-866-322-5563, Monday through Saturday between 8 a.m. and 8 p.m. to discuss any questions about payment plan options.

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 8 a.m. and 8 p.m.

CPL 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 for an account is easy. Just click here and set up your own account right away or use the link on our homepage and set up your own account later.
Your Account gives you a secure, real time access to your billing and electric service account. Your Account allows you to track your financial history, view current and past bills, your electricity usage, and much more.
You can also get up-to-date information on your current account balance by calling our Customer Care line, 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 and they'll be happy to let you know how to keep your account in good standing.

We do not currently offer this option, but we hope to be able to provide this in the future.

With the Direct Electricity Plan, your price can change, up or down, month over month. Although the price could, at times, be higher than a fixed price plan, due to a variable plan’s flexibility, your price could also go down BELOW a fixed price.

Your variable price plan cannot increase by more than 30% month over month without 14 days advance notice in writing from us.

This price adjustment cap is designed to protect you from temporary price spikes associated with things like extreme weather conditions or other factors that may cause market or price volatility. It is a maximum percentage increase in the price that you could see on your bill each month without getting a formal advance notice.