CenterPoint Energy

Texas
Billing and Payment
Frequently Asked Questions
Welcome to CenterPoint Energy’s frequently asked questions about billing and payment. Choose from the Billing and Payment categories below to quickly get answers to your questions. If you have a question not listed here, please contact us by phone or e-mail.

Billing
My bill is due before I get paid. Can I change my due date?

You cannot change your bill’s due date. However, by enrolling in the free Automatic Bank Draft program, you may choose a specific date for your payment to be withdrawn from your account. Your payment must be received in full on or before its due date.

Payment plans
Why did my natural gas service get disconnected even though I e-mailed a proposed payment plan to CenterPoint Energy?
Your account is not protected until you receive an e-mail confirmation that CenterPoint Energy has established a payment plan for your account. Although CenterPoint Energy responds to payment requests as soon as possible, the average response time for a proposed payment plan is two business days.
Deposits

Must I pay a deposit for natural gas service?

A deposit equal to twice the average monthly bill amount may be required to reconnect service.

Reconnection
Are there fees to reconnect my natural gas service after it has been disconnected for nonpayment?

If your natural gas service was disconnected due to nonpayment, fees are required to cover CenterPoint Energy’s costs for reconnecting your service. Please call Customer Service at 1-800-376-9663 (Beaumont), 1-800-259-5544 (East Texas), 1-800-427-7142 (South Texas) find out the amount required for reconnection.

My service has been disconnected. What type of payment does CenterPoint Energy accept to have it reconnected?

You can find out the amount required for reconnection by calling Customer Service at 1-800-376-9663 (Beaumont), 1-800-259-5544 (East Texas), 1-800-427-7142 (South Texas). There are a variety of payment options available:

  • Visit a payment location to pay with cash or credit card. Keep the payment confirmation number, which you will need for proof of payment. Click for a list of locations near you.
  • Pay with your checking or savings account through Online Billing, a free payment service from CenterPoint Energy. Please allow 10 days for your payment to be processed through your bank and one day for CenterPoint Energy processing.
  • Pay online or by phone at 1-800-387-1643 using an electronic check or credit card with BillMatrix. This method requires a $2.95 convenience charge for each transaction. If you are paying by electronic check, please allow 10 days for it to be processed through your bank and one day for CenterPoint Energy processing. Keep the payment confirmation number, which you will need for proof of payment.
  • Mail a personal check, allowing 10 days for the check to be processed through your bank and one day for CenterPoint Energy processing.

Once you have paid, call CenterPoint Energy to schedule service reconnection. If you paid at a payment location or through BillMatrix, you will be asked to provide a payment confirmation number. If you mailed a payment, it must be received and processed before an order to restore can be issued.

How long does it take to get my service reconnected once I have paid my bill or made a payment plan?  

For standard reconnection, if you call by 2 p.m. Monday through Friday, typically your service can be reconnected the next business day.

Why must CenterPoint Energy enter my home or business after natural gas service is reconnected?

CenterPoint Energy performs a safety check when reconnecting service. Please make arrangements to either have a responsible party who is 18 years or older at the residence or provide CenterPoint Energy access to your home so this check can be completed and your service reconnected.

CenterPoint Energy employees and contractors will be wearing clothing that includes a clearly visible CenterPoint Energy logo and/or they will be carrying a CenterPoint Energy contractor identification card that includes the individual’s picture. If the person visiting a home or business has no CenterPoint Energy identification, you should not allow him or her into your home or business.

Automatic Bank Draft program
I enrolled in Automatic Bank Draft. Must I still send a payment for my current bill?

No. Your Automatic Bank Draft request will typically take three business days to process. Then, your past due amount will be deducted immediately from your account and your next bill will be deducted on the due date or the withdrawal date you have chosen. To avoid making a double payment, wait for automatic withdrawal.

I enrolled in Automatic Bank Draft and also mailed a payment. A second payment also was withdrawn from my account. Why?

Enrolling in Automatic Bank Draft typically takes three business days to process. Because you also mailed a payment, your current amount due was paid twice. This overpayment will be applied as a credit to your next bill.

Online payments
What online payment options are available?

There are two ways to pay your bill online: Online Billing and BillMatrix.

When you enroll in Online Billing, the company’s free bill payment service, you can view and pay your bill online. You can also pair it with Automatic Bank Draft, which allows you to set up payments to be deducted directly from your checking or savings account each month.

For a convenience fee of $2.95 for each transaction, you can pay online or by calling 1-800-387-1643 through BillMatrix. BillMatrix is a third-party, secure, automated bill payment system. CenterPoint Energy does not receive any portion of the convenience fees.

How secure is my personal information when I sign up for online account services?

Your information is secure. We take very seriously protecting your personal information and online transactions. View our privacy/security policy for more information.

I enrolled in Online Billing. Can I still receive a paper bill?

After enrolling in Online Billing, you will receive a paper bill for three months. After that period, your bill will be sent only by e-mail. This will save you time, the cost of a stamp, and it is better for the environment.

Once I enroll for Online Billing, will I have to pay online every month?

No. After you enroll for Online Billing you may view and pay your bill by any payment method—you can mail a check, pay at a payment location, enroll in Automatic Bank Draft so your payment will be automatically deducted from your bank account, or pay with your credit card through BillMatrix.

Can I cancel a scheduled online payment?

Yes. To cancel a scheduled payment you must do so at least three to five business days before the scheduled payment date. Follow these steps to cancel your payment:

  • Log into your My Account Online account.
  • From the Account Summary page click on “View” under “Online Billing.”
  • From the following page, choose the “Online Bill & Payment History” link.
  • You will then see a list of bills and payments. Find the payment that you want to cancel and you will see “View/Cancel” next it. Click “cancel” and you will be prompted to cancel your payment.
I scheduled an online payment on the date my bill is due, but my account shows that I am overdue. Why?

An online payment takes one business day to be credited to your account. To have the payment apply to your account by the due date, you must schedule payment at least one business day before the due date.

Why does my account balance show the same amount after I’ve made an online payment?

Your statement amount reflects the amount on your most recent bill. This amount only changes when you receive a new bill. To verify payments, from the Bill Summary screen, click on “Online Bill and Payment History.” From there you’ll be able to view all bills, payments and scheduled payments.

Can I have multiple online accounts?

Yes. If you have service for multiple properties, you can register each of them for an online account.

Payments—other
How long will it take for my payment to reach CenterPoint Energy by U.S. mail?

Please allow up to five days for your payment to arrive at CenterPoint Energy by U.S. mail.

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Billing and Payment