Winter Storm 2021 FAQs

The recent cold temperatures had extreme impact on electricity use and supply for many of our customers in Texas. As an energy provider, our goal is to provide access to information and answers to our customer and broker community.

The weather event has impacted electricity providers, even putting some out of business. How has Green Mountain Energy been impacted?

We remain strong and financially sound - we are here for the long term. We are stable and will continue operating as usual.

I have a fixed-price product plan with Green Mountain Energy. Will you continue to honor the rates on this type of plan?

Yes, we will continue to honor all fixed-price contracts.

I’m a broker with Green Mountain Energy. Will my commission payments be impacted?

There will be no changes - payment consistency remains intact.

When will Green Mountain Energy resume offering pricing for businesses?

Pricing activity has resumed as of February 23, 2021 - please reach out to your account executive for details.

Which customers could be most impacted by the winter storm?

Among the customers that could be most impacted are those who are currently on products that include any real-time market driven components - examples include Block and Index, Percent Fixed & Index, and Index. Real-time market pricing reached sustained daily highs of $9,000/MWh or $9/kWh.

If a business has been closed/without power, why are they seeing demand charges (TDSP pass-through charges)?

TDSPs rates are regulated and approved by the Public Utility Commission of Texas and are stated in tariffs. TDSP demand charges cover their fixed costs to ensure reliable electricity delivery, no matter how much demand is placed on their system. The demand charge for each business is based on their historic usage and can make up 30-70% of the electricity bill. Like all other TDSP charges, demand charges are passed through to the customer by us without markup. Even if a business was closed or had an outage, the TDSP will continue to assess its charges (including demand charges). If the business wasn’t open to the public or was without power for a period of time, demand charges are still incurred. We receive these charges from the TDSP and directly pass them through without markup on the customer’s invoice.

Are payment plans or extensions allowed for small and medium businesses, and for commercial and industrial customers?

Requests from customers will be reviewed and may be approved on a case-by-case basis. Please contact your account executive, broker, or email us at:

GMECBizcare@greenmountain.com

How do I submit a claim for damages due to the winter storm outage?

If you believe the utility company is responsible for losses you’ve experienced or to report damage, below is contact information and/or instructions related to working with TDSPs to request a claim:

CenterPoint Claim Request:

Oncor Claim Request:

  1. Email contactcenter@oncor.com
  2. Place Outage Verification in the subject line
  3. Provide the ESI ID and/or service address
  4. In your email include an email address for the final recipient of the letter

American Electric Power Claim Request:

How can customers reach you with questions or concerns?

As a customer, you should reach out to your assigned account executive directly or send an email to the appropriate resource listed below and a team member will respond within one business day:

GMECBizcare@greenmountain.com

Some customers could be targeted with scam calls during this time. How can you identify a scam calls?

Examples of scams could be, “Your account is past due, please make a payment in the next 30 minutes to avoid disconnection”. This is a scam used to extort money. NRG will never ask you to pay with a credit card or pre-paid card by phone. Other common warnings of phone scam calls, include:

  • Use of threats if you don’t comply – even the threat of arrest
  • High-pressure payment tactics

How do I request a letter to submit to my insurance company for damages due to the winter storm outage?

Below is contact information and/or instructions related to working with your TDSPs to request a claim to receive your letter:

CenterPoint Claim Request: 

Oncor Claim Request:

  • Email contactcenter@oncor.com
  • Place Outage Verification in the subject line
  • Provide the ESI ID and/or service address
  • In your email include an email address for the final recipient of the letter

American Electric Power Claim Request:

Texas-New Mexico Power Claim Request:

We suggest that you bookmark this page and check back periodically as we will continue to provide updates and relevant new information as the situation unfolds.