FAQs
Frequently Asked Questions
If you’ve got a question, odds are we’ve got the answer. Our comprehensive FAQ page includes information on our payment options available, activating your Online Account Manager, and everything in-between. And for your convenience, we’ve organized questions into four easy categories. Just click on the appropriate box to the right to find the answers you need!
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New Customer and Moving FAQ
It’s easy! Just call our Customer Care center toll free at 1-866-322-5563 Monday through Saturday from 8:00 am to 8:00 pm, CST. Representatives are available to take you through the steps needed to become a CPL customer.
Please call our Customer Care center toll free at 1-866-322-5563. Representatives are available to assist you with this information Monday through Saturday from 8:00 am to 8:00 pm, CST.
An application can take up to 2 business days to process; however, after an application is approved, service will begin in approximately 5 business days.
It's easy to switch. If you like to switch from another electric service provider to CPL Retail Energy just call our Call Center representatives. They are happy to help you to transfer you to CPL. You’re current electric provider will be contacted by us about the switch so you will not need to call them. Just relax and let us do the work.
Please call our Customer Care center toll free at 1-866-322-5563. Representatives are available to assist you Monday through Saturday from 8:00 am to 8:00 pm, CST.
CPL does not charge an enrollment fee, but the local distribution utility, or Transmission and Distribution Service Provider (TDSP), may charge a one-time fee for connection or disconnection.
For example, if you live in McAllen and choose to switch to CPL, American Electric Power is the Transmission and Distribution Service Provider (TDSP) in your service area. American Electric Power charges a one-time fee for your switch. CPL then passes this connection fee, also known as a Non-recurring Fee, to you via your electric bill on behalf of the American Electric Power. Please click Terms of Service -
Typical Fees and Charges to see typical charges.
It's easy to transfer your CPL Energy account to a new address within the CPL area. Just call our Customer Care center toll free at 1-866-322-5563. Our representatives are able to transfer your electricity service to your new address and will disconnect the electricity service in your old place. Representatives are available to assist you with this information Monday through Saturday from 8:00 am to 8:00 pm, CST.
You should receive your first bill about 45-60 days after your application for service is approved. If you have not received you 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.
Once you switch your service to CPL, it takes approximately 45-60 days until you receive your first CPL bill. You may receive a final bill from your previous Retail Electric Provider during that time.
CPL Retail Energy bills customers for electric service once each calendar month. All bills are due and payable in full within 16 days of the billing date. The due date is printed on your electricity bill.
Please contact our Customer Care center toll free at 1-866-322-5563 to request a name change on the account. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST.
Please have the current account holder contact our Customer Care center toll free at 1-866-322-5563 to request that the additional authorized representative be added to the account. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST, and request that the additional authorized representative be added to the account.
If you are moving outside the CPL Retail Energy service area or like to switch to another electric service provider you need to call our Call Center representatives to close your account. Representatives are available to assist you Monday through Saturday from 8:00 am to 8:00 pm, CST.
No, you will only receive one, easy-to-read bill directly from CPL. It will include all charges for your electricity including your CPL electricity usage, as well as the poles and wires company’s charges for transmission and distribution.
Providing your Social Security Number will expedite the enrollment process, making it quicker and easier for CPL to determine deposit applicability; however, you are not required to provide your SSN if you provide your Date of Birth.
This check is done to determine whether you can enroll without being charged a deposit. The check is a utility payment data-based search that reviews your history of making payments on your utility services (electric, natural gas, water, etc.).
The criteria is based on a utility payment data based Credit Check and many elements are taken into consideration. CPL may require a deposit if you do not meet the company’s credit requirements. The deposit will not exceed the sum of your next two month’s estimated bills or 1/5th of your estimated annual billings. The deposit that you pay is returned to you with interest after twelve consecutive on-time payments. If you leave CPL, the deposit with interest, minus any outstanding balance will be returned to you.
If your score comes back low, you can still become a CPL customer by paying a deposit. After twelve months of consecutive on-time payments, the FULL amount of the deposit PLUS interest will be refunded to you if your account is in good standing. If you leave CPL, the deposit with interest, minus any outstanding balance will be returned to you.
After twelve months of consecutive on-time payments, the FULL amount of the deposit PLUS interest will be refunded to you if your account is in good standing. If you leave CPL, the deposit with interest, minus any outstanding balance will be returned to you.
Depending on the offer or plan type, there may or may not be a cancellation fee associated. Cancellation fees can apply to specific plans.
CPL respects your privacy. While we are committed to helping you manage the cost of your electricity, we also understand that’s just one part of managing your entire budget. That’s why we would like to make valuable, cost-saving offers available to you. Our select partners will make these products and services available exclusively to CPL customers.
If you do not want to receive exclusive product and service offerings from our select partners, please mail your request to the following address and include your name, address and electric service account number:
CPL Retail Energy
P.O. Box 180
Tulsa, OK 74101-0180You can also view CPL’s complete
privacy policy.