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Enrollment Questions
How long does it take to get electric service with Direct Energy?
If you are moving into a new home and require electricity service to be connected, service can begin in approximately five business days after your security deposit has been paid or on the requested start date depending upon whichever happens first.
If you are switching from your current electricity provider to a new provider, it can take up to 7 days for your service to transfer from one provider to the next. Your service will not be disrupted due to this transfer. Once your deposit is paid or waiver information is provided, you can expect your service to begin in approximately 7 days. You should expect to see your first bill from your new provider approximately 30 days later.
How much does it cost to switch to Direct Energy?
Direct Energy does not charge an enrollment fee, but the local Transmission and Distribution Service Provider (TDU) may charge a one-time fee for initial service connections. Direct Energy then passes this connection fee, also known as a non-recurring fee, to you via your electric bill on behalf of the TDU, approximately 30 days later.
Why do you need to run my credit?
This check is done to determine whether you can enroll without paying a deposit. The check is a utility payment data-based search that reviews your history of making payments on your utility services (electric, natural gas, water, etc.).
What are the criteria for assessing a deposit?
The criteria is based on a Utility payment data based Credit Check and many elements are taken into consideration. Direct Energy may require a deposit if you do not meet the company’s credit requirements. The deposit that you pay is returned to you with interest after twelve consecutive on time payments. If you leave Direct Energy, the deposit with interest, minus any outstanding balance will be returned to you.
What is my deposit? How much will I be required to pay as a deposit?
The deposit criteria are based on a Utility payment data based credit check and many elements are taken into consideration. Depending on the results, you may or may not need to pay a deposit. If a deposit is due, in order to process your request for service, we must receive the deposit as soon as possible but no later than 30 days or we will cancel your request for service. To pay the deposit online, we accept Visa, Mastercard, and Discover and payment from bank account (additional fees may apply).
Do you waive the deposit?
There are several options available which may allow Direct Energy to either waive or reduce your deposit. If you are 62 years of age or older, a low income customer, or a victim of family violence, you may be eligible for special consideration regarding the deposit. You can also waive the deposit by providing a letter of credit from your current electric provider, or by having someone stand as guarantor for you. See details below.
62 or Older -
You are a customer, 62 or older. Please send us a copy of your or your spouse’s driver's license or state ID.
Victim of Domestic Violence -
If you are a Victim of Domestic Violence as recognized by the Texas Council on Family Violence, you may be eligible to have your deposit waived. You will need to send us a completion of certification letter, developed by the Texas Council on Family Violence confirming this.
Letter of Credit -
If you have been in good standing for the past 12 months with your current retail electric provider, you may request a “letter of credit” from them, which you can send to us.
Letter of Guarantee -
A letter of guarantee is different from a letter of credit because a letter of guarantee is a letter from someone who is already a current Direct Energy customer in good standing, who will act as a guarantor for your Direct Energy account. To do this, you will need to secure a guarantor, who must be an active Direct Energy customer in good standing with us.
For any of the situations above, you can fax the required information to 1-866-791-4331, Attn Deposit Waiver, or mail it to P.O. Box 180, Tulsa, OK 74101-0180, Attn Deposit Waiver. Once we receive it we’ll contact you to let you know that the request for service is being sent. Remember, the order to start your electric service will not be sent until we confirm your status, so please get the forms into us as soon as you can. We will hold your enrollment for 30 days or until this information is received, whichever comes first.
Do you have a lower deposit amount for low income customers?
No, if you are a qualified low-income customer, you may have the deposit split into two equal installments. In order to meet your service start date, the first installment will need to be received at least 3 days prior to your service request date. Please send us one of the following documents as proof of low income eligibility:
a) copy of a state-issued Statement of Benefits for SSI, Medicaid, Low-Income Medicare, Texas Aid to Needy Families, or Food Stamps;
b) bill from another retail electric provider showing that you have received the low-income discount within the past 6 months;
c) letter from your current provider confirming that you are an eligible low-income customer.
You will be assessed the full deposit amount, but once documentation is received and validated; it will be split into two equal installments. Documents supporting your request to have the deposit split into two equal installments may be sent to: FAX: 1-866-791-4331, Attn Low Income, or MAIL: P.O. Box 180, Tulsa, OK 74101-0180, Attn Low Income. The order to start your electric service with Direct Energy will not be sent until we confirm your status and any deposit you owe is paid. We will hold your enrollment for 30 days or until this information is received or the deposit payment posts to your account, whichever comes first.
Does Direct Energy permanently keep my deposit?
The deposit that you pay is returned to you with interest after twelve consecutive months of on time payments. If you leave Direct Energy, the deposit with interest, minus any outstanding balance will be returned to you.
What if I can’t pay the required deposit right now?
We do have other options for you to pay the deposit but most of our customers are anxious to start the process of saving them money on their electricity so we encourage you to try and pay the deposit online. However, if you cannot submit your deposit at the time of your enrollment, we will hold your enrollment for 30 days or until the deposit is received, whichever comes first. The order to start your electric service will be sent for a date three days from the date your deposit payment posts to your account.
What deposit payment options do you offer?
Direct Energy offers convenient ways to pay the deposit. Your options for paying your deposit are:
- For a fee, you can make the payment by phone or on-line with our automated payment vendor, Choice Pay;
- You can pay the deposit at a walk-in pay station or Western Union location - a fee may be assessed
- You can pay it by check, money order or cashier’s check that is mailed to us, please keep in mind your service cannot start until that deposit is received and processed;
Choice Pay
You can pay by phone or on-line at your convenience with our automated payment vendor, Choice Pay. You can contact them at 1-877-306-9272, or www.choicepay.com. Choice Pay charges a convenience fee of $2.95. And we can’t send your enrollment until the deposit payment posts to your account, so please make that payment as soon as you can. When you make the payment, you’ll need a sequence enrollment ID number. And you’ll need to call us back once you’ve made your payment to give us the confirmation number Choice Pay gives you. Then we can put that on your account and send your enrollment.
Pay Stations -
Pay stations may have different service charges and we can’t send your enrollment until the deposit payment posts to your account, so please make the payment as soon as you can. Find your nearby cash advance store location. When you make the payment, you’ll need a sequence enrollment ID number. And you’ll need to call us back at 888-305-3828 once you’ve made your payment to give us the confirmation number from the pay station. It can take anywhere from 1-3 business days typically to post to your account. Once we’ve confirmed your deposit has been received then we can put that on your account and send your enrollment.
Western Union
You can make a payment with Western Union on-line at www.westernunion.com. Western Union has different service charges, from $1 to $12, depending on how fast you want the payment to reach us. We can’t send your enrollment until the deposit payment posts to your account, so please make the payment as soon as you can. When you make the payment, you’ll need a sequence enrollment ID number. And you’ll need to call us back once you’ve made your payment to give us the confirmation number from the pay station. Then we can put that on your account and send your enrollment.
Check/MO
The address to mail your check or money order is Direct Energy Deposits, P.O. Box 180, Tulsa, OK 74101-0180. We can’t send your enrollment until the deposit payment posts to your account, so please send the payment as soon as you can. You’ll need a sequence ID number. Please write it on the bottom of your check or money order. That will help us note on your account that payment has been made, so we can send your enrollment.”
