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Frequently asked questions

Billing and Payment

We will bill you on a monthly basis for products and services, as applicable, together with other charges required or permitted by law. Your bill will include charges on behalf of your local Transmission and Distribution Service Provider (also known as TDU), for certain products and services, as applicable, provided to you by your TDU. Such fees may include connection fees, trip charges, delivery charges depending on the product selected, out of cycle meter reads, etc.

There are a few reasons why you might not have received your American Light & Power bill at this time. Your invoice generation depends upon when your meter read is ready by your local Transmission and Distribution Service Provider (TDSP, also known as the utility company) for your area and when that meter reading is delivered to American Light & Power.

  1. The TDSP might not have read your meter at this time.
  2. The TDSP might not have delivered your meter reading to American Light & Power. To determine the meter reading schedule for your service address please contact your local TDSP.
  3. You are enrolled in paperless billing (E-Bill) with American Light & Power, but the e-mail about your bill could have been placed in your spam/junk mail folder on accident.
  4. There could be a discrepancy on the e-mail address that we have on file for your account. Please log into your American Light & Power My Account to verify the e-mail address on file for your account.
  5. There could be a discrepancy in the billing address we have on file for your account. Please log into your American Light & Power My Account to verify the billing address on file for your account.
  6. You are enrolled on a multisite billing account and the system is waiting to receive the meter reads on all your meters before a bill can be generated.
  7. Per the Public Utility Commission of Texas (PUCT), American Light & Power have up to 30 days after receiving your meter reading from your Transmission and Service Provider (TDSP) to generate your invoice for any given billing cycle.
  8. You are no longer an American Light & Power customer. Call us at (855) 485-4258 for additional inquiries.

American Light & Power may estimate your bills if actual meter readings cannot be obtained or if American Light & Power does not receive meter readings from the Transmission and Distribution Utility (TDU). Generally, estimated meter readings cannot happen more than three consecutive billing cycles.

You should try to make payment arrangements before your bill is due or your service is disconnected. Call American Light & Power at (855) 485-4258 during normal business hours to make payment arrangements or request to enter into a deferred payment plan. You are eligible for a deferred payment plan if you have not received more than two termination notices in the past year. It is important to keep up with the terms of the payment plan, or you could be disconnected. To make budgeting easier, ask about level billing programs or average payment plans that offer bills that are about the same amount each month. All customers who are not currently delinquent with their electric bills are eligible for these programs.

No. Your bill due date is determined by the date that your local Transmission and Distribution Service Provider (TDSP) reads your meter. American Light & Power does not have control over when that happens therefore, invoices are due 16 days after the issuance of each bill.

If you do not pay your bill on or prior to the due date, American Light & Power may charge you a 5% late fee if payment is not received in full, in accordance with the Public Utility Commission of Texas. As an American Light & Power customer, you have 16 days after the issuance date on your invoice to pay the bill by the due date. The best way to avoid this fee is to pay your bill on-time each month at americanlp.com or by enrolling your account on Autopay.

American Light & Power provides you several convenient ways to make your payments:

  1. Enroll in Autopay, it's a free service that lets you automatically pay your electricity bill each month using a debit/credit card or an electronic check (ACH) from your bank account.
  2. Online Payment: Log into your My Account for easy access to your account balance and online bill payment. Once there, you can pay using a debit/credit card or an electronic check (ACH) from your bank account.
  3. Mail Payment to: American Light & Power at P.O. Box 660846, Dallas, TX 75266-0846. Please include your American Light & Power invoice stub or write your account number and invoice number on your check payment, to ensure payment is allocated correctly.
  4. Pay by Phone: by calling us at (855) 485-4258 during normal business hours (Monday – Thursday, from 8:30 a.m. to 4:30 p.m., Friday from 8:30 a.m to 3:00 p.m CST).
  5. Pay in Person: Preferred walk-in locations are a convenient way to pay in cash. When paying at an approved walk-in location, your payment will post to your account within 1 hour. For faster processing, please have our American Light & Power account number available. Click here to locate the store nearest you.
  6. Lomsy Loan: To better serve you, American Light & Power has partnered with Lomsy, a regulated lender in the USA. Lomsy will help qualifying customers obtain a loan to pay their deposit or past due bill. American Light & Power is not affiliated with Lomsy or the loans and services they provide. You may apply for a Lomsy loan at no obligation by clicking here.

We accept debit or credit cards with the Discover, MasterCard, Visa or American Express logo that can be validated via AVS (address verification service) and CVV2 (Discover, MasterCard and Visa features a 3-digit CVV2 number on the back of the card.  American Express features a 4-digit CVV on the front of the card). 

Yes. You will need to make a one-time payment to clear the balance during the enrollment process. You can pay the past due balance using the preferred payment method you selected at the time of Autopay enrollment for a one-time payment. If you have additional questions or need assistance setting up your account on automatic payment please call us at (855) 485-4258 during normal business hours. 

Customers enrolled in autopay can request to cancel their enrollment at any time. If you elect a plan that requires to pay your monthly invoice through an auto-payment method, you are required to continue that payment method for the length of your contract. If at any point during your contract term you decide not to pay through the auto-payment method, you will be subject to a credit check to determine if a deposit is required, and a $4.95 Monthly Customer Charge will be added to your monthly invoice starting with the first invoice after the auto-payment plan was canceled. 

American Light & Power does not offer prepaid electricity service at this time. Retail Electric providers offering these service require payment in advance of receiving service. Bills are based on estimated usage and are reconciled periodically with a customer's actual usage.

In 2005, the Texas Legislature directed the PUC to authorize electric delivery companies to assess a surcharge to recover the costs of Smart Meters. This surcharge will be shared among all electricity users in each electric delivery company's service area. The surcharge not only covers the installation of the meter but also the back office systems and infrastructure needed to read the new meter.

Deposit

American Light & Power requires a residential customer or applicant to establish and maintain satisfactory credit as a condition of providing service. The amount of the deposit may be up to 1/5th of the estimated annual billing or the sum of the estimated billings for the next two months.

Deposits held more than 30 days will accrue interest from the date of receipt at the annual rate established by the PUCT. Payment of the interest may be made either annually or at the time the deposit is returned or credited to your account. Your deposit will be returned or credited to your account at such time as you have made 12 consecutive monthly payments by the specified due date.

Disconnection

American Light & Power may authorize the disconnection of your electric service after proper notice is given and not before the first day after the disconnection date provided in the notice. Service may be disconnected for non-payment of a bill, deferred payment arrangement, or deposit. A TDU may disconnect service in cases of emergencies, meter tampering, or unsafe conditions.

Customers that have medical conditions and are at risk of being disconnected may request a deferred payment plan for the balance due. Each time a customer seeks to avoid disconnection of service under this subsection, the customer must accomplish all of the following by the stated date of disconnection:

  1. Have his/her attending physician (for purposes of this subsection, the "physician" shall mean any public health official, including medical doctors, doctors of osteopathy, nurse practitioners, registered nurses, and any other similar public health official) call or contact the REP no later than the stated date of disconnection;
  2. Have his/her attending physician submit a written statement to the REP; and
  3. Enter into a deferred payment plan.

Contract Renewal and Expiration

American Light & Power will notify you through an automated process at least 30 days before the contract expires. Residential customers can switch without incurring an early termination charge if the switch is no earlier than 14 days before the contract expiration date provided in the notice and as stated on your monthly invoice. If you take no action in response to the notice, American Light & Power will continue to bill your account on a month-to-month product. To confirm firm your contract expiration date, see your monthly invoice details page.

You can renew your contract by logging in to My Account or if you prefer to call us please feel free to, as it is always great to get a chance to speak to our valued customers.  Our toll-free number is (855) 485-4258.

Power Outage

Don’t have electricity? No worries, we can help you report an outage to your Transmission and Distribution Service Provider (TDSP). Your local TDSP is responsible for helping restore electricity during power outages. Before reporting an outage, please reset your brakes inside and outside your premise to ensure that it is not a technical issue on your end. You may also call your Transmission and Distribution Service Provider (TDSP) directly by calling:

Slamming and Cramming

Slamming is the unauthorized switch of your electric service. Cramming is an unauthorized charge on your electric bill.

If this occurs, you should call the unauthorized Retail Electric Provider (REP) immediately to discuss the situation. If the provider insists they were chosen, ask them to send you a copy of the authorization. If the provider cannot provide it and you think you have been slammed, you should contact the Public Utility Commission's (PUC) Customer Protection Division toll-free at 1 (888) PUC-TIPS (1 888 782-8477) or visit www.puc.texas.gov/consumer/. You may also call American Light & Power (AL&P) at (855) 485-4258, for additional inquiries on how to bring your service back to AL&P.

If applicable, early termination fees are charged when a customer is under contract and service is canceled before the end of the contract term. Early termination fees are disclosed in your American Light & Power Terms of Service and Electric Facts Label.

American Light & Power may release your information to a third party to perform services or functions such as meter reading or billing on American Light & Power’s behalf if the services or functions are related to the provision of your electric service. The third party must sign a confidentiality agreement with the American Light & Power to ensure the protection of your information. American Light & Power may also share your information with:

  1. The Public Utility Commission of Texas as part of Commission's regulatory oversight.
  2. Consumer reporting agency.
  3. Energy assistance agency.
  4. Local, state, and federal law enforcement agencies.

Privacy

American Light & Power may release your information to a third party for the purpose of marketing that party’s services or products. As an American Light & Power customer, you have the opportunity to opt-out of the release of information either at the time you enroll for service or by sending a notice at least 30 days prior to the release of your information.

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Please complete this form with details of your inquiry and our experts will get back to you as soon as possible. Alternatively, you can call us at (855) 485-4258.

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