FAQ

Billing and Payment Related Inquiries

How do I find out what my account number is?

Whether you receive your invoice directly from Liberty Power or from the local utility, your account number always appears on your invoice.

What is my account balance or invoice due date?

If you receive your invoice from Liberty Power, your account balance and due date always appear on the first page of your invoice. If you need additional assistance, please call Liberty Power at 866–POWER–99 (866–769–3799).

If you receive a consolidated invoice from the local utility, your account balance and due date always appear on your invoice. For additional assistance, please contact your local utility directly.

Where do I mail my payment?

If you receive your invoice from Liberty Power, the payment mailing address is printed on the bill you receive each month. Please be sure to include your remittance coupon with payment to:

Liberty Power Holdings
25901 Network Place
Chicago, Illinois 60673-1259

If you receive an invoice from the utility, please contact them directly.

How do I request a copy of an invoice?

If you receive your invoice from Liberty Power we can send you a copy via e–mail, fax or mail. Please call Liberty Power at 866–POWER–99 (866–769–3799) and have your account number handy as it will be required to access your records. We will process your request within one business day.

What payment methods can be used to pay my invoices issued by Liberty Power?

Liberty Power accepts check payments by mail, phone payments by using Visa or MasterCard credit or debit card, or checking by phone. These payments can be made on the payment due date or the preceding business day.

How can I enroll for auto bill pay on invoices issued by Liberty Power?

Liberty Power offers auto debit to our customers as a hassle-free way to make your payments each month. To enroll, please fill out and return the Auto Debit Form. You have the option of an ACH Debit or a Credit Card authorization. Please fill out the section that applies. The payment will be withdrawn from this account on the payment due date or the preceding business day. Please send the completed form by secured fax to 866–577–4628 or email to autodebit_jfax@libertypowercorp.com.

For additional information, please call Liberty Power at 866–POWER–99 (866–769–3799) and have your account number handy as it will be required to access your records.

What do I do if I am having financial difficulty?

If you receive your invoice from Liberty Power, payment arrangements can be coordinated with an Accounts Receivable Consultant. Please call Liberty Power at 866–POWER–99 (866–769–3799) and have your account number handy as it will be required to access your records.

If you receive a consolidated invoice from the local utility, please contact them directly.

I received a Denial of Access (DOA) letter. What should I do?

A Denial of Access letter is sent when the local utility is unable to gain access to read your electric meter. Please contact the local utility to give them access to read your meter and ensure accurate billing of your account.

Can I get a meter re-read?

A meter re–read can be made upon request to your local utility; however, if an actual reading was made and it is verified to be correct, there will be an additional charge from the local utility. If the original reading is determined by the local utility to be incorrect, Liberty Power will make corresponding adjustments to your invoice. This can take up to 1 to 2 billing cycles.

To request a re-read, please contact your local utility.

What are the TDSP charges on my Texas electricity bill?

TDSP stands for Transmission and Distribution Service Provider, the local utility that delivers electricity to homes or businesses. TDSP charges cover the utility’s costs for maintaining the poles and wires required to deliver electricity to homes or businesses, reading the meter, providing emergency services, and other costs. All of these charges are approved by the Public Utility Commission of Texas (PUCT) or the Electricity Reliability Council of Texas (ERCOT).

Liberty Power provides its customers with true transparency so they can see exactly what the cost is for the supply and also for the TDSP. We pass through TDSP charges to customers with no additional markup. We then pay the utility on your behalf. The utility can increase or decrease its TDSP charges with PUCT or ERCOT approval. Because of the possibility of rate changes, companies that bundle rates may also add in charges to cover their risk in fixing the TDSP costs.

Why did my TDSP charges increase? I did not hear about a rate change approval.

Some components of the TDSP charges are determined by your demand, typically measured in kilowatts (kW) or sometimes in kilovolts (kVa). Demand refers to the rate at which you use electricity or how quickly the electricity flows into your home or business at a given point in time.

All Texas utilities have some TDSP charges that differ based on demand above or below a certain threshold. In CenterPoint, ONCOR, and AEP service territories, TDSP charges are higher if your demand exceeds 10 kW (or kVa). In TNMP territory, TDSP charges are higher if your demand exceeds 5 kW. Demand-related charges are based on the highest demand you′ve experienced during the past 12 months; therefore, if you exceed the specified threshold, your TDSP charges will increase and remain at a higher rate for the next 12 months. This is referred to as “ratcheting.” In order to receive the lowest possible TDSP charges, you must constantly maintain a demand below the threshold in your utility area.

Liberty Power customers can contact Customer Care at 866-POWER-99 (866–769–3799) for a review of monthly TDSP charges. If you have any questions about your demand level or the specific components included in TDSP charges, please contact your utility.

AEP (All Areas) 877-373-4858
ONCOR 888-313-6862
CenterPoint 800-332-7143
TNMP 888-866-7456

Updating Records

How do I update my billing address and contact information?

The authorized individual for your account should call Liberty Power at 866–POWER–99 (866–769–3799) and have the account number handy as it will be required to access your records. He/She may designate additional personnel with authority to access the account.

How do I add an authorized decision maker to my account?

The authorized individual for your account should call Liberty Power at 866–POWER–99 (866–769–3799) and have the account number handy as it will be required to access your records. He/She may designate additional personnel with authority to access the account.

What information is required to change ownership of an account?

In Texas, there are a few steps required to ensure there is no service interruption. A Change of Ownership Request Form must be completed by both the previous and new owners. The completed form, a copy of the bill of sale, and a Liberty Power contract should be sent to Liberty Power by fax to 954–208–0207 or mail to:
Liberty Power
1901 W. Cypress Creek Road, Suite 600
Fort Lauderdale, FL 33309
ATTN: Customer Care

I am moving. What information is required to end my agreement with Liberty Power?

If you are currently enrolled with Liberty Power and are moving away from your location, please complete a Move Out Request Form and submit with the Bill of Sale or Termination of Lease to avoid any applicable Early Termination Fee (ETF). You will also need to notify the utility to close your account.

Fax to Liberty Power at 954-208-0207 or mail to:
Liberty Power
1901 W. Cypress Creek Road, Suite 600
Fort Lauderdale, FL 33309
ATTN: Customer Care

In all instances, the new owner will be subject to Liberty Power credit policies. For additional information, please call Liberty Power at 866–POWER–99 (866–769–3799) and have your account number handy as it will be required to access your records.

General Information

What markets does Liberty Power serve?

We offer Commercial service in California, Connecticut, Delaware, Illinois, Maine, Maryland, Massachusetts, New York, New Jersey, Ohio, Pennsylvania, Rhode Island, Texas, and Washington, D.C.

We offer Residential service to customers in Connecticut, Illinois, Maryland, Massachusetts, New York, New Jersey, Pennsylvania,  Texas, and Washington, D.C.

Who do I contact to report a power outage?

The local distribution and transmission company is responsible for servicing power outages and repairs. For service outage related inquiries, please visit our Emergency Contacts page to look up the phone number.

Of course, you can always call Liberty Power at 866–POWER–99 (866–769–3799). Our automated voice prompts will connect you directly to the local utility.

If I choose to terminate my service agreement with Liberty Power early, will I be charged an Early Termination Fee (ETF)?

You may terminate your Agreement by giving Liberty Power at least forty-five (45) days written notice. Termination of your Agreement prior to the expiration of the term constitutes an Event of Default and may result in an Early Termination Fee (ETF). You will be responsible to pay for electricity consumed before service was terminated, as well as any applicable ETF.

The Early Termination Fee may be waived if you move your residence or close your business. The customer is responsible for providing Liberty Power with proof of the move or the closure.

If you have any questions about our Early Termination Fees, please call us at 1-866-POWER-99 (1-866-769-3799).

What is the process if I want to switch electricity suppliers?

Upon completion of an Enrollment Agreement, Liberty Power’s enrollment team will take care of everything: we’ll submit information to the local utility to transfer your electricity supply to Liberty Power beginning with your contracted month. The switching of your accounts from your current provider to Liberty Power is seamless and will have no impact on your flow of power which continues to be delivered by your local utility.

Is a security deposit required?

A security deposit may be required based on an analysis of credit history. If a deposit is required prior to activating service, it may be paid over the phone with a credit card to expedite service.

When can I get my security deposit refunded?

Security deposits are refunded in full after 12 months of on-time payments, or when your account is closed with Liberty Power provided there is no outstanding balance. If there is an outstanding balance, the deposit will be applied to your balance due and any remaining deposit will be refunded.

What is a Letter of Authorization and why is it required?

The Letter of Authorization is required in certain markets to give us permission to obtain usage data from the local utility and exchange on-going information regarding your account where applicable. It is required to provide you with your electricity supply service from Liberty Power.

Do you have a referral program?

Yes, Liberty Power has a customer referral program for Commercial accounts. For each business you refer to Liberty Power that enrolls with us for service, you will receive a $50 Visa® Gift Card. To refer a prospective new business client to Liberty Power, please complete our simple, easy-to-use web referral form and click submit.

How do I get my name added to the Liberty Power Do Not Call list?

We respect your right to privacy. To be placed on the Liberty Power Do Not Call list, please call us at 866-POWER-99 (866-769-3799) and we will fulfill your request. If you prefer, send an e-mail to info@libertypowercorp.com with Do Not Call in the subject line and include your name, name of business (if commercial service customer), as well as all applicable account numbers and phone numbers in the body of the message. We will process your request within 48 hours.

How do I unsubscribe from all Liberty Power e-mail communications?

We respect your right to privacy. To be removed from future mailings of this type, please send an e-mail to info@libertypowercorp.com with Unsubscribe in the subject line and include your name, name of business (if commercial service customer), and all applicable e-mail addresses in the body of the message. We will process your request within 48 hours. You can also call Liberty Power at 866–POWER–99 (866–769–3799) and we will fulfill your request.

What browsers do you support?

Liberty Power supports the following browsers:

IE 8.0
IE 9.0
Firefox 18
Chrome 24.0
Safari 6.0

Call Toll Free: 1-866 POWER-99 (1-866-769-3799)