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Frequently Asked Questions
The fees associated with a specific product are stated in the product’s Electricity Facts Label and Terms of Service on the Products page. Also, certain fees are required by the Public Utility Commission of Texas. Your bill will also include fees from the transmission and distribution service provider (TDSP) in your geographic area. These fees are passed through from the provider without markup.
Yes, if you need more time to pay the amount due on your bill, we may be able to set you up on a payment arrangement or payment extension. In order to avoid disruption in your service you must adhere to the agreed terms and make all scheduled payments. Please call a customer care agent at 1-888-642-TRUE (8783) for assistance with payments.
Your payment may not have gone through for one of several possible reasons:
- You may have received a new card and not updated your information.
- A mistype in provided payment information.
- Your card limit may have been reached or there are not enough funds available.
- The Customer Care agent may have been provided incorrect payment details.
Please make sure to log in to the Customer Portal and update your payment information or call 1-888-642-TRUE (8783) and speak to a Customer Care Agent.
Yes, you will receive a detailed break out of fees and costs on your True Power bill.
Some plans require you to use a minimum amount of electricity each month. If you use less than the minimum amount, you will be charged a Minimum Usage Fee. Make sure to check your product’s Electricity Facts Label and Terms of Service to understand your fees.
Explanation of Charges
To the extent that a utility applies a charge to the customer’s bill that is consistent with one of the terms set out in this paragraph, the term shall be used in identifying charges on customer’s bills, and the definitions in this paragraph shall be easily located on the utility’s website. A utility may not use a different term for a charge that is defined in this paragraph.
- Advanced Metering Charge – A charge to recover the costs of an advanced metering system.
- Energy Charge – Any charge, other than a tax or other fee, that is assessed based on the customer’s energy consumption.
- Energy Efficiency Cost Recovery Factor – A charge approved by the Public Utility Commission to recover the electric utility’s cost of providing energy efficiency programs.
- Fuel Charge – A charge approved by the Public Utility Commission for the recovery of the utility’s costs for the fuel used to generate electricity.
- Meter Number – The number assigned by the utility to the customer’s meter.
- Meter Charge – A charge approved by the Public Utility Commission for metering a customer’s consumption.
- Miscellaneous Gross Receipts Fee – A fee assessed to recover the miscellaneous gross receipts tax imposed on utilities operating in an incorporated city or town having a population of more than 1,000.
- Municipal Franchise Fee – A fee assessed to compensate municipalities for the utility’s use of public rights-of-way.
- Nuclear Decommissioning Fee – A charge approved by the Public Utility Commission to provide funds for decommissioning of nuclear generating sites.
- PUC Assessment – A fee assessed to recover the statutory fee for administering the Public Utility Regulatory Act.
- Sales tax – Sales tax collected by authorized taxing authorities, such as the state, cities, and special purpose districts.
- TDU Delivery Charges – The total amounts assessed by a TDU for the delivery of electricity to a customer over poles and wires and other TDU facilities not including discretionary charges.
- Transmission Distribution Charges – One or more TDU surcharge(s) on a customer’s bill in any combination. Surcharges include charges billed as tariff riders by the TDU. Acceptable abbreviation: TDU Surcharges.
- Transition Charge – A charge assessed to recover a TDU’s charges for securitized costs associated with the transition to competition.
To the extent that a utility uses the concepts identified in this paragraph in a customer’s bill, it shall use the term set out in this paragraph, and the definitions in this paragraph shall be easily located on the utility’s website. A utility may not use a different term for a charge that is defined in this paragraph.
- Current Meter Read – The meter reading at the end of the period for which the customer is being billed.
- kW – Kilowatt, the standard unit for measuring electricity demand, equal to 1,000 watts.
- kWh – Kilowatt-hour, the standard unit for measuring electricity energy consumption, equal to 1.000 watt-hours.
- Previous Meter Read – The reading on the beginning the period for which the customer is being billed.
It depends on the product you choose. Month-to-month products do not have a fee, but a fixed term product will most likely have a cancellation fee if you cancel before your contract expires. You should be able to view details in the Electricity Facts Label and Terms of Service.
Yes, a soft credit check will be performed when enrolling for service with True Power. This will determine whether you will need a deposit to complete your enrollment. Under special case circumstances, a credit check or a deposit may be waived. Proper documentation is required.
- If you are over the age of 65 or a victim of family violence, a credit check may be waived upon proof of documentation.
- If a deposit is required, we have alternative methods for you to be approved for service with True Power.
We do not foresee this requirement for all enrollments, there may be special case scenarios that ask for certain documents. If you receive this message, please email the requested documents with your name and address to firstname.lastname@example.org.
No, there is no switching fee. However, there may be penalties by your current electricity provider if you break an existing contract.
If you decide to cancel your service with True Power, please speak to one our Customer Care agents to give you options to continue being a valued customer. Our plans typically have a cancellation fee if you end your contract early and we want to give you all your options rather than be charged an early termination fee. Please call 1-888-642-TRUE (8783) to speak to one of our agents if you wish to cancel your services.
If your payment with True Power is up to date and in your account is in good standing, then there may be an outage with your transmission and distribution service provider (TDSP). If this is the case, please reach out to your TDSP indicated on your bill.
You can check your account status through the True Power Customer Portal If you think your account may have been disconnected due to no payment. If your service has been disconnected, you can follow the steps to reconnect or you can call a Customer Care agent at 1-888-642-TRUE (8783).
If you are unable to pay you total amount due, a payment arrangement can extend your disconnection date to allow you more time to pay the total amount on your disconnection notice. If you believe you are at risk to be disconnected, please talk to one of our helpful Customer Care agents at 1-888-342-TRUE (8783).
If you have been disconnected for non-payment, please make your payment and call our Customer Care agents at 1-888-642-TRUE (8783) to discuss reconnection.