2021 Winter Weather Event Q&A

ENGIE Resources offers these answers to some of the most commonly asked questions that we have received in response to the ERCOT winter weather event.

General Customer Service
  1. How can I contact someone for help?

    A: For Customer Care assistance, please contact 1-866-693-6443, Monday – Friday, 7am – 6pm CST

Provider of Last Resort (P.O.L.R.)
  1. Is ENGIE a Provider of Last Resort in ERCOT?

    A: Yes, Engie is a Provider of Last Resort (P.O.L.R) in ERCOT, selected by the PUC to serve commercial customers whose chosen retail energy provider is unable to continue service. We have received customers transferred to us from defaulting suppliers.

  2. I am not an ENGIE customer, but my supplier can no longer supply power, what can I do?

    A: We’re happy to discuss supply options. You can contact our Customer Care team and we will route your request to Sales, or you can request a quote via our online tool.

    Customer Care: 1-866-693-6443 To request a quote, follow this link: https://www.engieresources.com/request-a-quote

  3. I was notified I switched to you. What are my options?

    A: Customers can shop around for a new provider. Customers are free to move to other retail electric providers without paying an early termination fee. ENGIE offers a wide range of product to meet customer needs. To request a quote, follow this link: https://www.engieresources.com/request-a-quote

  4. Do I have to stay on the P.O.L.R. rate, or can I switch to a contract? if so, when?

    A: Customers on the P.O.L.R. rate have 60 days to switch to another electricity plan with the provider of last resort, or another provider. During that time, you may switch to a different supplier with no early termination fee.

  5. If I switch away from the P.O.L.R. rate, will there be an Early Termination Fee?

    A: You can switch away from P.O.L.R. as soon as you choose another provider with no early termination fee.

  6. Will I have to pay a deposit?

    A: P.O.L.R may require a deposit to be provided after 15 days of service if customer has not selected another plan with their P.O.L.R. or switched to another REP. For the large, non-residential customer class, a P.OL.R. provider may require a deposit to be provided in three calendar days. For small and medium non-residential customer classes, the P.O.L.R. provider may require a deposit to be provided in 10 calendar days.

  7. What happened to my deposit from my previous provider? When will I get that back?

    A: P.O.L.R may require a deposit to be provided after 15 days of service if customer has not selected another plan with their P.O.L.R. or switched to another REP. For the large, non-residential customer class, a P.OL.R. provider may require a deposit to be provided in three calendar days. For small and medium non-residential customer classes, the P.O.L.R. provider may require a deposit to be provided in 10 calendar days.

Invoice / Billing
  1. Why did my bill increase if I lost power?

    A: The Texas power grid faced unprecedented demand during for an entire week in Mid-February. This caused energy prices in addition to market- based ancillary prices to increase dramatically. Energy costs spiked to $9,000 / MW for almost 4 days straight days and ancillary costs reached ~$27,000 / MW. If you had chosen an index or pass through product, and if you had power during this time period, you MAY be exposed to some of these price increases. Please confirm your contract structure to determine whether you may have been exposed to price increases. Our Sales and Customer Care representatives are available to help you. Please feel free to call: Customer Care: 1-866-693-6443

  2. I have not received my bill. When will I receive it?

    A: If you have not received your bill, it is because we wanted to ensure that the usage received from the utility is accurate; therefore, we performed extra quality checks to confirm the accuracy of invoices before sending. Once we conclude that the bills are correct, we will send to you and revise the due date. Our apologies for any inconvenience.

  3. I have not received my invoice. What is my estimated bill amount?

    A: We are working to ensure usage received is actual and not estimated. We may not have an estimated bill amount at this time. A review of market prices has been initiated by the Public Utility Commission of Texas, and other regulatory bodies. ENGIE Resources, your supplier intends to bill using accurate usage and rate data. Therefore, we are waiting for prices and volumes to be finalized before we provide estimates of bills to customers.

  4. I cannot pay a large bill. What do I do?

    A: Our Collections Department can help. The number is: 1-866-693-6443. Select “2”

  5. Can I set up a payment plan?

    Our sales team is ready to assist you. We will work with each of our customers to examine their bills and payment potential. Please reach out to your sales representative of our Collections Department at 1-866-693-6443. Select “2”

  6. What assistance is available to help me pay my electricity bill?

    A: Currently, FEMA is offering assistance, and we encourage our customers to visit https://www.fema.gov/ or call 1-800-621-3362. Additional public assistance programs may become available.

  7. Are there changes to auto-pay?

    A: ENGIE Resources temporarily removed many ERCOT accounts from auto-pay (ACH) on March 15, 2021. We proactively took this step on behalf of customers to avoid any potential extreme debits to accounts. Final costs from ERCOT are still being reviewed and it’s possible that your bill will not be adversely impacted. Auto-Pay for these accounts will automatically resume on May 1, 2021. In the meantime, you can reactivate auto-pay by visiting our customer portal https://accounts.engiesources.com or calling 1-866-693-6443.

About ENGIE and ENGIE Contracts
  1. Is ENGIE cancelling my contract and switching me to a different supplier?

    A: ENGIE is not cancelling contracts. ENGIE Resources posted all requested collateral during the crisis to cover bilateral trades and payments to generators, via ERCOT. ENGIE Resources has not changed its product availability and is offering contract terms that were available before the crisis, although the price for covering specific risks may have increased. ENGIE Resources is a provider of last resort (POLR), selected by the PUC to serve customers whose chosen retail energy provider is unable to continue service, and we have received customers transferred to us from defaulting suppliers.

  2. Is ENGIE at risk of not being able to provide service?

    ENGIE Resources is fully operational and able to provide service to your building. ENGIE is providing the same level of products and services that were available prior to the crisis.

  3. Is ENGIE still signing up new customers for service?

    A: We are conducting business as usual, offering our full product catalog with no changes to terms. ENGIE Resources posted all requested collateral during the crisis to cover bilateral trades and payments to generators, via ERCOT.