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Q. I do not agree with the number of kWh that my bill says I used. What can I do?
A. If you do not agree with the usage on your bill, please call our customer care specialists at (713) 789-8800 (local) or (877) 789-8801 (toll-free) and we will resolve your issue to the best of our ability.
Q. When will I get my first bill?
A. You will receive your first bill after your meter has been read, within 35 days after your service with us began.
Q. How long is a billing cycle?
A. A billing cycle is between 28 and 32 days. Your TDU reads your meters once a month, and we then generate your bill as soon as we receive the information from your TDU.
Q. Can I set my due date?
A. Unfortunately, you are not able to set your own due date. The due date is 16 days after your meter has been read and your bill has been generated. If you need more time to pay your bill you can contact us at (713) 789-8800 (local) or (877) 789-8801 (toll-free) and we will do our best to resolve your issue.
Q. Why haven’t I received my bill?
A. If you have paperless billing, it is possible that your bill may have gone to your spam folder. Otherwise, please call our customer care specialists at (713) 789-8800 (local) or (877) 789-8801 (toll-free) so that we can resolve your issue.
Q. How do I pay my bill?
A. We want you to be able to pay your bill in the most convenient way for you. There are multiple ways to pay your bill, which you can find on our payments page.
You can make a one-time payment online or log into myBE . You can also pay in person at an ACE Cash Express or through a mailed check (address can be found here). Lastly, you may pay over the phone at (713) 789-8800 (local) or (877) 789-8801 (toll-free).
*Please note that there is a convenience fee associated with paying over the phone.
Q. If I have trouble paying my bills, will Brilliant Energy help set up a payment plan for me?
A. If you would like to set up a payment plan, please contact our customer care specialists at (713) 789-8800 (local) or (877) 789-8801 (toll-free) and we will do our best to set up a plan that is right for you.
Q. How does AutoPay work?
A. AutoPay is another way Brilliant Energy is making life easier for our customers. Instead of having to remember due dates and to help avoid late fees, we will automatically charge your bank account or card shortly before the due date of the bill. Please note that if you signed up with Brilliant AutoSave you must use AutoPay.
Q. How do I sign up for AutoPay?
A. You can sign up for AutoPay online through myBE or by making a one-time payment and checking the box to set up AutoPay. You can also contact our customer care specialists at (713) 789-8800 (local) or (877) 789-8801 (toll-free).
Q. How do I enroll in paperless billing?
A. If you already have an account with us and would like to change your billing method, please contact us by phone at (713) 789-8800 (local) or (877) 789-8801 (toll-free) or by email at email@example.com.
Q. When do I get my bill credit?
A. Your bill credit will appear on the next bill that you receive. You may receive a bill credit through our referral program.
Q. What is the difference between the average for less than 1000 kWh and the average rate for more than 1000 kWh?
A. When less than 1000 kWh are used, a $10.99 base fee will be charged. The average rate for less than 1000 kWh includes this base fee. When more than 1000 kWh are used, the base fee is waived and is not included in the average rate.