How to Dispute Your Texas Electricity Bill

You Have the Right to Question Your Bill

If something on your electricity bill looks wrong, you have every right to challenge it. Texas law requires providers to investigate billing disputes and respond within a set timeframe. You cannot be disconnected for a disputed charge while the investigation is ongoing.

Whether it is a sudden spike you cannot explain, a charge that does not match your contract, or a meter reading that seems impossible, here is exactly how to handle it.

Step 1: Gather Your Evidence

Before you contact anyone, collect the information that supports your case.

Your Electricity Facts Label. This is your contract. It shows your agreed-upon rate, any base charges, credit thresholds, and the terms of your plan. If the charges on your bill do not match the EFL, you have a straightforward case.

Your recent bills. Compare the disputed bill to the previous 3-6 months. A bill that jumps from $150 to $350 without a change in weather, occupancy, or habits is worth questioning.

Smart Meter Texas data. Log in at smartmetertexas.com and pull your daily and hourly consumption data. If your meter shows 1,200 kWh but your bill says 1,800 kWh, that is a clear discrepancy. If your data shows a sudden spike on a specific day, it might point to a meter issue or an error.

Any relevant communications. If you were promised a certain rate by a sales representative, or if your provider sent a notification about rate changes, keep those records.

Step 2: Contact Your Provider

Call your provider’s customer service line and explain the issue clearly. Be specific: “My bill shows a charge of $X, but my EFL says the rate should be $Y at my consumption level.”

Ask the representative to review your account and explain the charge. Many billing issues are resolved at this stage. Common errors include incorrect meter readings, misapplied credits, wrong rate codes, and duplicate charges.

Request a reference number for your dispute. This creates a paper trail and ensures your complaint is formally logged. Ask for the name of the person you spoke with and the date and time of the call.

If the representative resolves the issue on the spot, ask for written confirmation of the adjustment by email. If they need to investigate further, ask for the expected timeline.

Step 3: Follow Up in Writing

If the phone call does not resolve the issue, send a written dispute to your provider. Email is fine for most providers, but some may require a letter. Include:

• Your account number
• The billing period in question
• A clear description of what you believe is incorrect
• Supporting documents (EFL, Smart Meter Texas data, previous bills)
• The resolution you are requesting (credit, rate correction, refund)

Providers are required to investigate and respond to written billing disputes within 21 business days. During this period, you cannot be disconnected for the disputed amount, but you must continue paying any undisputed charges.

Step 4: Request a Meter Test

If the dispute is about your consumption level and you believe the meter is reading incorrectly, request a meter test. Your TDU is required to test the meter at no cost to you.

The meter is tested for accuracy and the results are shared with you and your provider. If the meter is found to be inaccurate, your provider must adjust your bill for the affected period. If the meter is accurate, the reading stands, but at least you have ruled out equipment error.

Step 5: Escalate to the PUCT

If your provider does not resolve the dispute to your satisfaction, file a formal complaint with the Public Utility Commission of Texas.

You can file online at puc.texas.gov, by phone at 1-888-782-8477, or by mail. Include all the documentation from your dispute: bills, EFL, Smart Meter Texas data, and any correspondence with your provider.

The PUCT will investigate the complaint and contact your provider for their response. If the PUCT finds the billing was incorrect, they can order the provider to correct the error and issue a refund. The process typically takes 30-60 days.

Common Billing Errors to Watch For

Expired contract rate changes. Your fixed rate expired and you were moved to a variable rate without clear notice. Check if you received the required 30-day expiration notice.

Missing credits. Your plan includes a credit at a certain kWh threshold, but the credit was not applied. Compare your EFL to the actual charges.

Incorrect meter reads. The reading on your bill does not match what Smart Meter Texas shows. This can happen when estimated reads are used instead of actual reads.

Double billing. You switched providers but were billed by both the old and new provider for the same period. This should be caught automatically but occasionally is not.

Document everything, be persistent, and do not accept “that is just how it is” as an answer. You have rights, and the regulatory system exists to enforce them.