What to Know As a Customer Frequently Asked Questions for Texas, What to Know As a Customer

What to Know As a Customer FAQs

  • Who can I talk to if a member of my household is on life support or requires critical care?

    If availability to electricity is necessary to survival for someone in your household, Direct Energy needs to know.

    Here is what you'll need to do:

    • Download the Critical Care Form. It is available here in English and Spanish.
    • Bring this to your physician. He/she will fill it out for you and fax it to your TDSP (Transmission and Distribution Service Provider, also known as your utility company). The TDSP fax numbers are on top of Page 1 of the Critical Care Form.

    Important: your physician should fax the form to your TDSP, NOT Direct Energy. Your TDSP maintains that list and verifies your Critical Care status, and then will contact Direct Energy on your behalf so that we can note the status on your account.

    If you need more information on how to get your service address place on the Critical Care list maintained by the TDSP for your residential area, our Customer Care representatives can be reached at 1-888-305-3828 and are available to assist you Monday – Saturday from 7:30 a.m. to 8:00 p.m. CST.

    Learn more about your TDSP and what they do

  • Will I receive notification when my contract expires or will I be automatically renewed?

    Direct Energy will notify you in advance of your contract expiration. For contracts entered on or after June 1, 2004, you will not be automatically...

  • Will I save money by signing up with Direct Energy?

    Future savings depend on the direction of commodity prices, which can be very volatile; however, you are not guaranteed savings.

    Historically, Direct Energy's rates have been very competitive. Our fixed-rate products offer stability and protection from fluctuating energy costs. You receive highly competitive pricing, plus the ability to budget your energy costs because your fixed rate is locked in for the term of your contract. The market may rise and fall, but your fixed rate will be secure for the length of your contract...

  • What is my Direct Energy Account Number?

    This is the number that identifies you as a Direct Energy customer. It is typically used to locate your personal information when you call Customer Service with questions or when you pay your bill. It can found at the top of your bill, whether paper or digital.

    If you are a Power-To-Go prepaid electricity customer, you have a Direct Energy account number, but to make a payment, please enter your "Payment ID" instead. This can be found in one of your latest emails or text messages about your account...

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