Frequently Asked Questions
Q: What are your office hours?
A: Our business hours are from 8 a.m. to 5 p.m. Monday thru Friday. Our dispatchers are on duty 24 hours a day, 365 days a year to handle your after hour service emergencies. Normally you can speak with a live person but if we are experiencing major outages during a storm we have an Automated Outage Reporting System that may be used to handle multiple calls.
Q: How do I initiate service with CRE?
A: The only step you need to take is to call our customer service department at 1-800-442-8688. Our representatives will ask for some basic information, and will coordinate your request. You will be asked to complete an application for service.
Q: Are there any fees required to have service turned on?
A: Yes, there will be a $35.00 connect fee and a security deposit.
Q: Are you able to get the security deposit waived?
A: Yes, if you are applying for residential service and you are able to provide a letter of credit from your previous utility company with no more than two late payments in the last twelve months or you are over the age of 65 and do not owe Cap Rock or any other electric utility money, you may be eligible to have the security deposit waived. Hunting leases are not considered residential service and the security deposit applies.
Q: Where do I call with a billing question or concern?
A: Call a CRE Customer Service Representative at 1-800-442-8688. If your concern is not adequately resolved you may contact the Public Utility Commission of Texas Consumer Hotline at 1-888-782-8477.
Q: My bill is higher than I expected it to be. Why?
A: Your monthly bill can be affected by increased usage, weather, a change in cost of fuel and other items. You are always welcome to contact us at 1-800-442-8688 Monday thru Friday between 8 a.m. and 5 p.m. to discuss any questions on your bill.
Q: When are my bills due?
A: CRE bills customers for electric service once each calendar month. All bills are due and payable in full within 16 days of issuance.
Q: Where can I pay my bill?
A: You can pay at any of our division offices as well as certain bank locations in Midland and Big Springs. You can also pay over the phone using our Check by Phone service or Debit/Credit Card service. Just call our Customer Service Representatives at 1-800-442-8688 for details on phone pay and for locations of pay centers.
We gladly accept VISA,
MasterCard and Discover.
Q: How do I know my electric meter is registering my usage accurately?
A: You have the right to request a meter test once every four years at no cost to you. If you request a test more than once every four years, and the meter is determined to be functioning properly, then you will be charged a fee for the additional meter test(s) at the rate set in the utilities tariff. You will be advised of the test results, including the test date, the person administering the test, and, if applicable, the removal date of the meter.
Q: What other fees or charges will I have to pay?
A: Charges for required, nonrecurring services will be listed as a separate line item on your bill. Call Customer Service at 1-800-442-8688 for more information. Typical fees and charges may include:
· A $30.00 Returned Payment charge will be assessed each time a check or electronic funds transfer cannot be processed due to insufficient funds, lack of available credit, or other bank return.
· A $35.00 Connect Fee for establishing each new electric connection to an account, including temporary service.
· A Convenience Fee of $2.00 for payments made via telephone using check by phone.
· A Collection & Reconnect Fee of $65.00 will be charged before electric service can be reconnected in the event you are disconnected for non-pay.
· A $30.00 Collection fee if payment is made over the phone while at location to collect on past due balance.
· A False Call Fee of $35.00 in the event a serviceman is dispatched to your location for electrical problems that are located on the customer side of the meter.
· A $75.00 fee will be charged for non-residential repairs after-hours.
Q: Who do I call if there is a power outage or emergency?
A: Someone is available 24-hrs a day at 1-800-442-8688 to take care of the outage or emergency. Normally you can speak with a live person but if we are experiencing major outages during a storm we have an Automated Outage Reporting System that may be used to handle multiple calls.
Q: What should I do if I see a downed power line or broken power pole?
A: Please call our Operations Department at 1-800-442-8688 immediately and describe exactly what you see. Energized lines are extremely dangerous so please stay away from the area and keep others back at a safe distance.