Frequently Asked Questions
Billing Information FAQs
Do I have to be enrolled in Paperless Billing with Direct Energy?
Direct Energy customers do not have to be enrolled in Paperless Billing. This is an optional service we offer to interested customers. Please be advised that customers not enrolled in Paperless Billing will still receive a courtesy...
How long is a billing cycle?
Your billing cycle begins and ends based upon the meter reading dates determined by the Transmission and Distribution Service Provider (TDSP, also known as the utility company) for your area. Please be advised that Direct Energy...
What is the Current or Present Meter read?
The "Current or Present Meter Read" is the number displayed on your electricity meter on the date the meter was read by the utility company for your area at the end of your current billing cycle. This number does not indicate...
What is the Electricity Facts Label?
The Electricity Facts Label (EFL) provides you with pricing for your energy usage per kilowatt-hour (kWh), contract, charge breakdown between Direct Energy and your local Transmission & Distribution Service Provider (TDSP, also...
What is the Previous Metered Usage?
You are assessed a Previous Metered Usage charge if your Transmission and Distribution Service Provider (TDSP, also known as the utility company) replaced your meter with a new Meter during the middle of your billing cycle. This...
What is the PUC Assessment Fee?
This is the charge assessed by the Texas Public Utilities Commission (PUCT) to recover the statutory fee for administering the Public Utility Regulatory Act. It is equal to 1/6 of 1 percent of the charges on your bill, excluding...
What is Usage?
Usage is the measurement of electricity that is consumed by a specific service address during a specific billing cycle. The unit of measurement for usage is a kilowatt-hour, and usage is notated on your bill with the "kWh" abbreviation....
What is the Previous or Prior Meter read?
Depending upon your state of residence and the terminology used by the utility company for your area, the Previous or Prior Meter Read is the number displayed on your electricity meter on the date the meter was read by the utility...
How do I enroll in Paperless Billing with Direct Energy?
The best time to sign up for paperless billing or electronic billing at the time of enrollment. If you are a current customer, you can log in to your Online Account Manager and enroll in paperless billing. Please note, it may...
Why does it show I have a balance due in my Online Account Manager when I just made a payment?
It may take several hours for your payment to process. Until your payment processes, your Online Account Manager will show you have a balance due. Please make payment only once to avoid making multiple payments to your accoun...
How does Auto Pay work with Direct Energy?
The Auto Pay draft occurs on the due date of your bill. Please be advised that Auto Pay with Direct Energy is set up to receive payment from the four major credit card providers (Visa, MasterCard, Discover, and American Express)....
Does Direct Energy offer Paperless Billing?
Direct Energy does offer Paperless Billing to all customers who are interested in receiving fewer pieces of paper mail in their mailbox. When you enroll in Paperless Billing, you will receive an e-mail the day your bill is generated...
Why have I not received my Direct Energy bill?
There are a few reasons why you might not have received your bill at this time. The generation of your bill depends upon when your meter is read by the Transmission Distribution Service Provider (TDSP, also known as the utility...
How does Balanced Billing work with Direct Energy?
The Average Billing Plan is designed to even out the highs and lows in your electric bill and is based on your current price plan and usage history at your service location. Your Average Billing Plan recalculates each month and...
How can I change the name on my Direct Energy account?
To change the name on your Direct Energy account, the current account holder must contact our Customer Care center. Only the current Direct Energy account holder or authorized representative will be able to make changes to the...
Where can I find information about the different fees and charges from my energy bill?
Login to your
Can I request more time to pay my electricity bill?
Yes, customers can request additional time to pay their bill. Qualified customers may be eligible for one of Direct Energy's payment arrangement plans. Currently, available plans include: Payment Extension Plan: a short-term...
What if I can't pay my Direct Energy electricity bill right now?
Qualified customers may be eligible for one of Direct Energy's special payment arrangement plans. Currently, available plans include: Payment Extension Plan: a short-term extension of the due date for full payment of past-due...
What is an Energy or Generation Charge?
An energy or generation charge is what Direct Energy charges you for your electricity usage. This is based on the kilowatt-hours (kWh) of electricity used in a given billing cycle and the rate for that electricity. We calculate...
What is the Miscellaneous Gross Receipts Tax?
This is the charge assessed to recover the miscellaneous gross receipts tax imposed on retail electric providers operating in an incorporated city or town having a population of more than 1,000. The acceptable abbreviation for...
How can I close my Direct Energy account?
Moving If you are moving to a new address within the Direct Energy service area, you can transfer your service to your new address online or by calling our Customer Care team at 1-888-305-3828. If you are moving outside of...
How can I receive assistance paying my Direct Energy bill?
Qualified customers may be eligible for one of Direct Energy's special payment arrangement plans. Currently, available plans include: Payment Extension Plan: a short-term extension of the due date for full payment of past-due...
How does a Deferred Payment Plan work with Direct Energy?
A Deferred Payment Plan (DPP) is a formal arrangement with you as our customer, allowing a you to pay an outstanding bill in installments. You are eligible for a Deferred Payment Plan if you meet these criteria: No Insufficient...
Will my rate increase as a result of the recent spikes in real-time market prices?
Our residential fixed-rate and month-to-month plans are not tied to real-time market prices, insulating our residential customers from extreme wholesale power price swings. If you're currently on a month-to-month plan and are...
How can I reach Customer Care and what are their hours?
Our Customer Care representatives can be reached at 1-888-305-3828 and are available to assist you Monday - Sunday from 7:00 a.m. to 10:00 p.m. CST. In addition, Live Agent Chat is available Monday-Friday, 8:00 a.m. to 5:00...
How does a payment arrangement work with Direct Energy?
Qualified customers may be eligible for one of Direct Energy's payment arrangement plans. Currently, available plans include: Payment Extension Plan: a short-term extension of the due date for full payment of your current bill....
Where can I mail my payment?
You have the option of paying your deposit by mailing in a check to the address below. Direct Energy PO Box 660896, Dallas, Texas 75266-0896 Don't forget to write your Direct Energy account number on your check...
Where and how can I pay the deposit?
Direct Energy offers several easy options for you to pay the deposit: Have deposit payment automatically deducted from your credit card. Additional fees apply when paying with these options Find a walk-in pay station that will...
What is a collection recovery fee?
A collection recovery fee is charged each time we send a Disconnection Notice to recoup charges for collection efforts. This involves calling customers who are past due in an attempt to collect the past due charges to avoid being...
How can I estimate my electricity bill?
Here's a brief summary of how to estimate your bill: To get an estimate of your electricity bill with a particular plan, you will need a few numbers found on the plan's Electricity Facts Label (EFL): Base charge Energy...
Why is my bill so high?
Extreme temperatures can often mean increased energy usage and higher electricity or gas bills. If your bill is higher than usual, there could be several reasons, including: Increased AC or heater use. The hotter or colder...
What is a kilowatt-hour or kWh?
A kilowatt-hour is the unit of measurement for electricity usage. A kilowatt-hour is abbreviated on your bill as "kWh." The amount of electricity you used at your specific service address for a specific billing cycle is measured...
How can I pay my Direct Energy bill?
Direct Energy offers a range of ways for you to pay your Texas electricity bill. Online: You can make a payment by logging into your Online Account Manager and following these directions: Hover over Billing & Payments tab...
What do I do if I notice an error on my bill?
If you have any questions about the electricity charges on your Direct Energy bill in Texas, please contact our Customer Care Team at 1-888-305-3828.
Where do I send my payment after I switch to Direct Energy?
Once you switch to Direct Energy as your Texas electricity company, you will pay your bill to us each month. Visit our Billing and Payment FAQ's to view the various ways you can pay your bill to us.
Who do I contact to change my payment due date?
Please call a customer service representative to see if you are eligible. We can only change your due date for up to 10 days in the future of your current bill due date.
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