Switch Holds Frequently Asked Questions for Texas, Switch Holds

Switch Holds FAQs

  • How long will it take to remove the Switch Hold?

    Once we receive both documents and there are no issues with the documents, then we will work with the TDSP and/or the other REP to remove the Switch Hold so that we can continue with your enrollment process. It's important that both documents are submitted properly and correctly. Any issues with either or both documents will delay the process. Our Care agent will contact you via email or phone if there are any issues with the...

  • What happens if if I can't get the Affidavit of Landlord notarized?

    We suggest that you provide us with either a copy of your entire lease agreement which must include your name on the agreement (or the person enrolling for service) or a copy of your electric bill from your previous premise dated within the last 2 months (also in the name of the person enrolling for...

  • How will I know if Switch Hold was removed and my service will be connected?

    The account will be noted that the Switch Hold was removed and services will be connected. You may contact us for an update. However, please allow us reasonable time to receive your NOS form with the supporting document and to process the Switch Hold removal request with the TDSP or previous...

  • Why was the removal of the Switch Hold denied?

    The Switch Hold removal request was denied because there is association between the new occupant and the previous occupant, based on the NOS form and the supporting...

  • How do I get a New Occupancy Statement (NOS) form?

    We can provide one for you! To request a NOS for proof of occupancy, please send an e-mail to

  • Have you received my paperwork?

    If you emailed the NOS form and supporting document, then you will receive a confirmation that paperwork has been received. If you faxed us the 2 documents, then please allow 1 business day to update your account that they have been received. If you mailed the 2 documents, then please allow up to 5 additional business days for us to receive the...

  • How can I speed up the process?

    Provide us with your email so we can email you the NOS form. Send back both documents as soon as possible. We recommend that you email us both documents for faster processing. You may also email us clear photos of both documents using your smartphone. Ensure both documents are completed accurately.

    If you are providing us a copy of your lease agreement, then be sure to send us the entire agreement and that the agreement is signed and is in your name. If sending us the Affidavit of Landlord, then be sure to notarize the document. Keep in mind that if sending by fax, the fax machine may distort the images, further delaying the process.

    All documents submitted must be in the name of the person enrolling for...

  • What is an Affidavit of Landlord?

    If you do not have a lease agreement, then you may have your landlord notarize the Affidavit of Landlord stating your proof of residency at the premise and that the landlord is not responsible for the previous occupant's charges. We will provide you with a blank Affidavit of Landlord template when we send you the NOS form to complete and...

  • Can I call my TDSP to verify that the Switch Hold has been removed or that they have received the documents?

    We will be provided with the most up-to-date information from your TDSP, so we ask that you call or email our Customer Service department at 1-855-461-1926 for an update. Please allow us time to receive your...

  • What is a Switch Hold?

    A Switch Hold can be placed on a premise by either a Retail Energy Provider (REP) (with customer's consent) for an outstanding bill or by the Transmission and Distribution Service Provider (TDSP, or utility company) due to meter tampering. The purpose of a Switch Hold is to ensure that the occupant responsible for paying the bills at that location takes care of any/all outstanding charges before switching to a new REP. The Switch Hold will remain in effect until the specified charges have been paid.

    If you are experiencing a Switch Hold issue during your enrollment process, then it is possible the previous occupant left without fulfilling outstanding debt. To remove the Switch Hold, you will need to show proof of new occupancy so that the TDSP or the previous REP will agree to remove the Switch Hold in order for us to continue with your enrollment process. To show proof of occupancy, please visit this...

  • I was told my new Direct Energy order was cancelled because of a switch hold. What does that mean?

    A Switch Hold was placed on the premise by either the TDSP or the previous occupant's REP for an outstanding balance. This is to ensure that the previous occupant fulfills the agreed obligation before switching to another REP. If you are moving into this premise with a Switch Hold, then the previous occupant did not fulfill the obligation.

    To remove the Switch Hold, you will need to provide proof of new occupancy by sending us 2 forms: a completed and signed New Occupant Statements along with 1 supporting document. This supporting document can be 1 of the following:

    • Copy of a signed lease agreement (in its entirety) in your name
    • Notarized Affidavit of Landlord (blank template will be provided to you)
    • Closing documents in your name for purchase of property
    • Electric bill in your name dated within the last 2 months from a different service address

    Both the NOS form and one of the above supporting documents can be e-mailed to Enrollment.Exceptions@DirectEnergy.com or faxed to 1-866-814-3021. We highly recommend e-mail for faster processing.

    Once forms are received, documentation will be reviewed to ensure there is no association between potential customer and previous customer. If no association was found, we will then be able to move forward with your...

  • How Do I Get a Switch Hold Removed So My Power Can Be Turned On?

    It's fairly easy. Simply download a New Occupant Statement (NOS) here, fill it out, and sign it. Then, send it to us along with one of the following:

    • A copy of a signed lease agreement (in its entirety) in your name
    • A notarized Affidavit of Landlord (download a blank template here)
    • Closing documents in your name for purchase of the property
    • An electric bill in your name dated within the last two months from a different service address

    Both the NOS form and one of the above supporting documents can be e-mailed to Enrollment.Exceptions@DirectEnergy.com or faxed to 1-866-814-3021. We highly recommend e-mail for faster processing.

    If you need to mail your documents, please send them both to Enrollment Exceptions, 6502 South Yale Avenue, Tulsa, OK 74136. Please allow up to 5 additional business days for us to receive your documents by...

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