Frequently Asked Questions for Texas

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  • Billing Information

    • How can I close my Direct Energy account?

      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 switching from Direct Energy...

    • What deposit payment options do you offer?

      Please keep in mind that your service cannot start until your deposit has been received and processed. Direct Energy offers the following ways to pay your deposit: For billed products: Pay stations Find your nearby cash advance...

    • 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...

    • 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...

  • Unbundled Billing

    • What is the PUC Assessment?

      The PUC Assessment is a fee assessed by the Public Utility Commission of Texas (PUCT). This fee covers the cost of the administration of the PUC Regulatory Act. It is equal to 1/6 of 1 percent of the charges on your bill, excluding...

    • Why do my distribution charges on my bill seem higher?

      We removed all delivery charges assessed by your local utility from your Energy Charge and then consolidated all delivery charges into one line item titled "TDU Delivery Charges." Because all distribution charges are now in one...

    • Why did my Energy Charge decrease?

      We removed all delivery charges assessed by your local utility from your Energy Charge and then consolidated all delivery charges into one line item titled "TDU Delivery Charges." Because all distribution charges are now in one...

    • Why do I now see the PUC Assessment on my bill?

      The PUC Assessment is a new line item on your bill. This fee is assessed by the Public Utility Commission of Texas, and it has always been a part of your monthly price per kilowatt hour. The reason you now see it is because we...

    • What are the Transmission Delivery (TDSP/TDU) charges on my Texas electricity bill?

      These are the charges that come from your local Transmission Distribution Service Provider (TDSP) – also known as your utility company or Transmission and Distribution Utility (TDU). The TDSP Delivery Charge is a mix...

  • Deferred Payment

    • 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...

    • How can I break my Deferred Payment Plan?

      There are three primary ways you can break the terms of your Deferred Payment Plan (DPP) agreement with Direct Energy: You didn't pay your regular monthly bill in full by the due date; You didn't pay your DPP installment payment...

    • What happens if I break my Deferred Payment Plan?

      If you break your Deferred Payment Plan (DPP) agreement with Direct Energy, you will receive a letter indicating that the entire DPP amount is due immediately. You also cannot enroll in another DPP for 6 months.

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