{"id":"reliant-energy","page":"https://escalate.alexgaoth.com/#/c/reliant-energy","html":"https://escalate.alexgaoth.com/c/reliant-energy/","generated":"2026-10-15","company":{"id":"reliant-energy","name":"Reliant Energy","aliases":["Reliant"],"sector":"utility","website":"https://www.reliant.com","account_url":"https://my.reliant.com","notes":"Retail electric provider (REP) in the Texas competitive market, PUCT certificate #10007. Reliant bills the customer, but the local transmission and distribution service provider (TDSP or TDU), such as CenterPoint, Oncor, AEP Texas or TNMP, delivers the power and handles outages. Texas complaint path differs from other states: complain to Reliant first; under PUCT rules the REP must investigate and report within 21 days, and a supervisory review must be answered within 10 business days; then complain to the Public Utility Commission of Texas or the Texas Attorney General. While an informal complaint is pending at the PUCT, the REP may not start collection or disconnection on the disputed part of the bill. Reliant's Terms of Service, Electricity Facts Label and Your Rights as a Customer links on its website did not resolve to documents when checked.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"},{"id":"plan-change-phone","type":"phone","label":"Change plans when not eligible to renew online","value":"+1-855-671-7971","purposes":["bill_increase","cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/cancel-service","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Reliant mailing address","value":"Reliant, P.O. Box 3765, Houston, TX 77253-3765","purposes":["billing_error","cancel_service","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"},{"id":"cancel-online","type":"web_form","label":"Cancel or transfer service online","value":"https://my.reliant.com/public/startCancelService.htm?iid=RCL_1582657693","purposes":["cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/cancel-service","last_verified":"2026-10-12"},{"id":"payment-assistance-online","type":"portal","label":"Apply online for a payment extension or deferred payment plan","value":"https://www.reliant.com/public/dl.htm?dld=/protected/paymentassistance/dashboardLanding.htm","purposes":["disconnection"],"access":"login","source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"},{"id":"reliant-care-page","type":"portal","label":"Reliant CARE bill assistance agencies","value":"https://www.reliant.com/en/residential/help-support/information-center/reliant-care","purposes":["disconnection"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask for a supervisory review; PUCT rules require an answer within 10 business days."},{"rung":"written_complaint","channel":"mail"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Public Utility Commission of Texas, after Reliant has had the complaint."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Texas Attorney General, Consumer Protection Division."}],"playbooks":[{"issue":"billing_error","summary":"Dispute with Reliant, ask for a supervisory review, then file with the PUCT; pay the undisputed part.","evidence":["the bill","EFL for the plan","meter readings","notes of each contact"],"steps":[{"do":"Contact Reliant with the disputed charge and ask for an investigation and a reference number.","channel":"customer-service-phone"},{"do":"If you doubt the meter, ask Reliant to request a meter test from the TDSP."},{"do":"If not satisfied after 21 days, ask for a supervisory review, then file a complaint with the PUCT."}],"facts":[{"kind":"deadline","claim":"Under PUCT rules, a REP must investigate a complaint and tell the customer the results within 21 days; a supervisory review decision must be given within ten business days of the request.","issues":["billing_error","poor_service"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-485","last_verified":"2026-10-12"},{"kind":"policy","claim":"While an informal complaint is pending at the PUCT, the REP must not start collection, including disconnection, on the disputed portion of the bill. The customer must still pay the undisputed portion.","issues":["billing_error","disconnection"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-485","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for a payment extension before the disconnection notice due date, or a deferred payment plan; Texas rules require 10 days' notice.","evidence":["disconnection notice","account number","physician statement for critical care"],"steps":[{"do":"Request a payment extension before the due date on the disconnection notice, or a deferred payment plan, online or by phone.","channel":"payment-assistance-online"},{"do":"Call 2-1-1 to find agencies supported by Reliant CARE.","channel":"reliant-care-page"},{"do":"If someone is seriously ill or depends on electric life-support equipment, tell Reliant and have the physician confirm Critical Care status in writing, then sign a deferred payment plan.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"If you received a disconnection notice, a Reliant payment extension must be requested before the disconnection notice due date. AutoPay customers must call at least three business days before the bill is due.","issues":["disconnection"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"},{"kind":"fee","claim":"A Reliant payment extension may still bring a 5% late fee, a disconnection notice fee and a disconnect recovery fee.","issues":["disconnection"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"},{"kind":"policy","claim":"On a Reliant deferred payment plan you cannot switch providers until the deferred balance is paid in full.","issues":["disconnection","cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under PUCT rules, the disconnection date must be not less than ten days after the disconnection notice is issued; critical care and chronic condition customers get written notice at least 21 days before.","issues":["disconnection"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-483","last_verified":"2026-10-12"},{"kind":"policy","claim":"A critical care residential customer whose physician confirms the status in writing and who enters a deferred payment plan is protected from disconnection for 63 days from the bill's issue date.","issues":["disconnection"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-483","last_verified":"2026-10-12"},{"kind":"policy","claim":"A REP may not disconnect for nonpayment in a county during an extreme weather emergency, which includes a day when the previous day's high did not exceed 32 degrees Fahrenheit.","issues":["disconnection"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-483","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Reliant CARE help through agencies may take up to 8 weeks to arrive and may not cover the full bill.","issues":["disconnection"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Many term plans charge an early cancellation fee, but PUCT rules forbid it when you move and give a forwarding address, or when you cancel within 14 days of a notice of changed terms.","evidence":["EFL with the cancellation fee","contract end date","proof of move and forwarding address","any notice of changed terms"],"steps":[{"do":"Check the plan's contract terms for the early cancellation fee, or call Reliant to confirm whether it applies.","channel":"customer-service-phone"},{"do":"If you are moving, give Reliant the forwarding address and evidence of the move, and transfer or cancel service.","channel":"cancel-online"},{"do":"If an early cancellation fee is charged despite a move or a changed-terms notice, dispute it and then complain to the PUCT."}],"facts":[{"kind":"policy","claim":"Under PUCT rules, no early termination fee may be charged because a customer relocates, if the customer gives a forwarding address and, if required, reasonable evidence of the move.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-475","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under PUCT rules, a REP must give written notice at least 14 days before changing contract terms, and no termination penalty applies for 14 days from the date the notice is sent.","issues":["cancel_service","bill_increase"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-475","last_verified":"2026-10-12"},{"kind":"fee","claim":"Reliant says many term plans charge a cancellation fee if the contract ends early; the amount is in the contract terms.","issues":["cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/cancel-service","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Variable-price plans are month-to-month and can change price; when a fixed plan ends, the customer moves to a month-to-month default product.","evidence":["EFL","contract expiration notices","bills before and after the increase"],"steps":[{"do":"Check the EFL to see whether the plan is fixed, indexed or variable, and when it ends."},{"do":"If a fixed plan expired, choose a new plan online or call the plan change line.","channel":"plan-change-phone"},{"do":"If a price changed in breach of the plan terms, dispute it as a billing error.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"Under PUCT rules, a variable price product's price may vary by a method the REP sets, and for residential customers it can only be a month-to-month contract.","issues":["bill_increase"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-475","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under PUCT rules, the REP must send at least three written notices of a fixed rate product's expiration date, and a customer who takes no action is served on a month-to-month default renewal product.","issues":["bill_increase"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-475","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"Any credit balance, including a deposit, is applied to the final bill or refunded when the account closes.","evidence":["deposit amount","final bill"],"steps":[{"do":"After closing, check the final bill for the credit balance and ask Reliant for the refund if it is missing.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"When a Reliant account closes, any credit balance is applied to the final bill or refunded, and any deferred balance becomes due.","issues":["deposit_refund"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/faqs/billing-payments","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report outages to the TDSP, not to Reliant.","evidence":["service address","ESI ID","outage start time"],"steps":[{"do":"Call the TDSP for the area: CenterPoint 1-800-332-7143, Oncor 1-888-313-4747, AEP Texas 1-866-223-8508, Texas-New Mexico Power 1-888-866-7456, Lubbock Power & Light 1-806-775-2509."}],"facts":[{"kind":"contact","claim":"Reliant says it provides the energy but does not deliver it; the TDSP maintains the lines and fixes outages.","issues":["service_outage"],"source":"https://www.reliant.com/en/residential/help-support/contact/report-an-outage","last_verified":"2026-10-12"}]}],"known_blockers":["Payment extensions, deferred plans and online cancellation need sign-in to the Reliant account.","Reliant's Terms of Service and Your Rights as a Customer documents could not be retrieved; plan-specific fees are in the customer's own EFL."],"official_domains":["reliant.com"],"security":{"never_asks":[{"kind":"policy","claim":"Neither Reliant nor the customer's utility (TDSP) will ever call to demand payment over the phone with a prepaid debit card or gift card, tell the customer to pay by money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call another number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never demand that customers email account or payment information, and will never collect payments in person at a residence.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never have the utility company (TDSP, such as CenterPoint, Oncor, TNMP or AEP) contact the customer to make a payment on the account, and will never insist on entering a residence without an appointment.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Reliant says disconnection scams are on the rise. Scam callers demand payment by prepaid debit card, gift card, money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call a different number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam or verify a Reliant representative (customer service)","value":"+1-866-222-7100","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"reliant-energy","name":"Reliant Energy","sector":"utility","website":"https://www.reliant.com","account_url":"https://my.reliant.com"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute with Reliant, ask for a supervisory review, then file with the PUCT; pay the undisputed part.","evidence":["the bill","EFL for the plan","meter readings","notes of each contact"],"steps":[{"do":"Contact Reliant with the disputed charge and ask for an investigation and a reference number.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"do":"If you doubt the meter, ask Reliant to request a meter test from the TDSP."},{"do":"If not satisfied after 21 days, ask for a supervisory review, then file a complaint with the PUCT."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Reliant mailing address","value":"Reliant, P.O. Box 3765, Houston, TX 77253-3765","purposes":["billing_error","cancel_service","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Under PUCT rules, a REP must investigate a complaint and tell the customer the results within 21 days; a supervisory review decision must be given within ten business days of the request.","issues":["billing_error","poor_service"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-485","last_verified":"2026-10-12"},{"kind":"policy","claim":"While an informal complaint is pending at the PUCT, the REP must not start collection, including disconnection, on the disputed portion of the bill. The customer must still pay the undisputed portion.","issues":["billing_error","disconnection"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-485","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask for a supervisory review; PUCT rules require an answer within 10 business days.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"mail","type":"mail","label":"Reliant mailing address","value":"Reliant, P.O. Box 3765, Houston, TX 77253-3765","purposes":["billing_error","cancel_service","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Public Utility Commission of Texas, after Reliant has had the complaint.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Texas Attorney General, Consumer Protection Division.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment extensions, deferred plans and online cancellation need sign-in to the Reliant account.","Reliant's Terms of Service and Your Rights as a Customer documents could not be retrieved; plan-specific fees are in the customer's own EFL."],"security":{"official_domains":["reliant.com"],"never_asks":[{"kind":"policy","claim":"Neither Reliant nor the customer's utility (TDSP) will ever call to demand payment over the phone with a prepaid debit card or gift card, tell the customer to pay by money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call another number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never demand that customers email account or payment information, and will never collect payments in person at a residence.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never have the utility company (TDSP, such as CenterPoint, Oncor, TNMP or AEP) contact the customer to make a payment on the account, and will never insist on entering a residence without an appointment.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Reliant says disconnection scams are on the rise. Scam callers demand payment by prepaid debit card, gift card, money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call a different number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam or verify a Reliant representative (customer service)","value":"+1-866-222-7100","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"C","primary_share":0.667,"sources":{"primary":18,"reference":9},"verified_from":{"page":27},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 67% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Retail electric provider (REP) in the Texas competitive market, PUCT certificate #10007. Reliant bills the customer, but the local transmission and distribution service provider (TDSP or TDU), such as CenterPoint, Oncor, AEP Texas or TNMP, delivers the power and handles outages. Texas complaint path differs from other states: complain to Reliant first; under PUCT rules the REP must investigate and report within 21 days, and a supervisory review must be answered within 10 business days; then complain to the Public Utility Commission of Texas or the Texas Attorney General. While an informal complaint is pending at the PUCT, the REP may not start collection or disconnection on the disputed part of the bill. Reliant's Terms of Service, Electricity Facts Label and Your Rights as a Customer links on its website did not resolve to documents when checked.","warnings":[]},"disconnection":{"company":{"id":"reliant-energy","name":"Reliant Energy","sector":"utility","website":"https://www.reliant.com","account_url":"https://my.reliant.com"},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Ask for a payment extension before the disconnection notice due date, or a deferred payment plan; Texas rules require 10 days' notice.","evidence":["disconnection notice","account number","physician statement for critical care"],"steps":[{"do":"Request a payment extension before the due date on the disconnection notice, or a deferred payment plan, online or by phone.","channel":{"id":"payment-assistance-online","type":"portal","label":"Apply online for a payment extension or deferred payment plan","value":"https://www.reliant.com/public/dl.htm?dld=/protected/paymentassistance/dashboardLanding.htm","purposes":["disconnection"],"access":"login","source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"}},{"do":"Call 2-1-1 to find agencies supported by Reliant CARE.","channel":{"id":"reliant-care-page","type":"portal","label":"Reliant CARE bill assistance agencies","value":"https://www.reliant.com/en/residential/help-support/information-center/reliant-care","purposes":["disconnection"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"}},{"do":"If someone is seriously ill or depends on electric life-support equipment, tell Reliant and have the physician confirm Critical Care status in writing, then sign a deferred payment plan.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"},{"id":"payment-assistance-online","type":"portal","label":"Apply online for a payment extension or deferred payment plan","value":"https://www.reliant.com/public/dl.htm?dld=/protected/paymentassistance/dashboardLanding.htm","purposes":["disconnection"],"access":"login","source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"},{"id":"reliant-care-page","type":"portal","label":"Reliant CARE bill assistance agencies","value":"https://www.reliant.com/en/residential/help-support/information-center/reliant-care","purposes":["disconnection"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If you received a disconnection notice, a Reliant payment extension must be requested before the disconnection notice due date. AutoPay customers must call at least three business days before the bill is due.","issues":["disconnection"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"},{"kind":"fee","claim":"A Reliant payment extension may still bring a 5% late fee, a disconnection notice fee and a disconnect recovery fee.","issues":["disconnection"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"},{"kind":"policy","claim":"On a Reliant deferred payment plan you cannot switch providers until the deferred balance is paid in full.","issues":["disconnection","cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under PUCT rules, the disconnection date must be not less than ten days after the disconnection notice is issued; critical care and chronic condition customers get written notice at least 21 days before.","issues":["disconnection"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-483","last_verified":"2026-10-12"},{"kind":"policy","claim":"A critical care residential customer whose physician confirms the status in writing and who enters a deferred payment plan is protected from disconnection for 63 days from the bill's issue date.","issues":["disconnection"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-483","last_verified":"2026-10-12"},{"kind":"policy","claim":"A REP may not disconnect for nonpayment in a county during an extreme weather emergency, which includes a day when the previous day's high did not exceed 32 degrees Fahrenheit.","issues":["disconnection"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-483","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Reliant CARE help through agencies may take up to 8 weeks to arrive and may not cover the full bill.","issues":["disconnection"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask for a supervisory review; PUCT rules require an answer within 10 business days.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"mail","type":"mail","label":"Reliant mailing address","value":"Reliant, P.O. Box 3765, Houston, TX 77253-3765","purposes":["billing_error","cancel_service","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Public Utility Commission of Texas, after Reliant has had the complaint.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Texas Attorney General, Consumer Protection Division.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment extensions, deferred plans and online cancellation need sign-in to the Reliant account.","Reliant's Terms of Service and Your Rights as a Customer documents could not be retrieved; plan-specific fees are in the customer's own EFL."],"security":{"official_domains":["reliant.com"],"never_asks":[{"kind":"policy","claim":"Neither Reliant nor the customer's utility (TDSP) will ever call to demand payment over the phone with a prepaid debit card or gift card, tell the customer to pay by money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call another number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never demand that customers email account or payment information, and will never collect payments in person at a residence.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never have the utility company (TDSP, such as CenterPoint, Oncor, TNMP or AEP) contact the customer to make a payment on the account, and will never insist on entering a residence without an appointment.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Reliant says disconnection scams are on the rise. Scam callers demand payment by prepaid debit card, gift card, money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call a different number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam or verify a Reliant representative (customer service)","value":"+1-866-222-7100","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"C","primary_share":0.667,"sources":{"primary":18,"reference":9},"verified_from":{"page":27},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 67% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Retail electric provider (REP) in the Texas competitive market, PUCT certificate #10007. Reliant bills the customer, but the local transmission and distribution service provider (TDSP or TDU), such as CenterPoint, Oncor, AEP Texas or TNMP, delivers the power and handles outages. Texas complaint path differs from other states: complain to Reliant first; under PUCT rules the REP must investigate and report within 21 days, and a supervisory review must be answered within 10 business days; then complain to the Public Utility Commission of Texas or the Texas Attorney General. While an informal complaint is pending at the PUCT, the REP may not start collection or disconnection on the disputed part of the bill. Reliant's Terms of Service, Electricity Facts Label and Your Rights as a Customer links on its website did not resolve to documents when checked.","warnings":[]},"cancel_service":{"company":{"id":"reliant-energy","name":"Reliant Energy","sector":"utility","website":"https://www.reliant.com","account_url":"https://my.reliant.com"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Many term plans charge an early cancellation fee, but PUCT rules forbid it when you move and give a forwarding address, or when you cancel within 14 days of a notice of changed terms.","evidence":["EFL with the cancellation fee","contract end date","proof of move and forwarding address","any notice of changed terms"],"steps":[{"do":"Check the plan's contract terms for the early cancellation fee, or call Reliant to confirm whether it applies.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"do":"If you are moving, give Reliant the forwarding address and evidence of the move, and transfer or cancel service.","channel":{"id":"cancel-online","type":"web_form","label":"Cancel or transfer service online","value":"https://my.reliant.com/public/startCancelService.htm?iid=RCL_1582657693","purposes":["cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/cancel-service","last_verified":"2026-10-12"}},{"do":"If an early cancellation fee is charged despite a move or a changed-terms notice, dispute it and then complain to the PUCT."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"},{"id":"plan-change-phone","type":"phone","label":"Change plans when not eligible to renew online","value":"+1-855-671-7971","purposes":["bill_increase","cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/cancel-service","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Reliant mailing address","value":"Reliant, P.O. Box 3765, Houston, TX 77253-3765","purposes":["billing_error","cancel_service","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"},{"id":"cancel-online","type":"web_form","label":"Cancel or transfer service online","value":"https://my.reliant.com/public/startCancelService.htm?iid=RCL_1582657693","purposes":["cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/cancel-service","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Under PUCT rules, no early termination fee may be charged because a customer relocates, if the customer gives a forwarding address and, if required, reasonable evidence of the move.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-475","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under PUCT rules, a REP must give written notice at least 14 days before changing contract terms, and no termination penalty applies for 14 days from the date the notice is sent.","issues":["cancel_service","bill_increase"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-475","last_verified":"2026-10-12"},{"kind":"fee","claim":"Reliant says many term plans charge a cancellation fee if the contract ends early; the amount is in the contract terms.","issues":["cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/cancel-service","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask for a supervisory review; PUCT rules require an answer within 10 business days.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"mail","type":"mail","label":"Reliant mailing address","value":"Reliant, P.O. Box 3765, Houston, TX 77253-3765","purposes":["billing_error","cancel_service","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Public Utility Commission of Texas, after Reliant has had the complaint.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Texas Attorney General, Consumer Protection Division.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment extensions, deferred plans and online cancellation need sign-in to the Reliant account.","Reliant's Terms of Service and Your Rights as a Customer documents could not be retrieved; plan-specific fees are in the customer's own EFL."],"security":{"official_domains":["reliant.com"],"never_asks":[{"kind":"policy","claim":"Neither Reliant nor the customer's utility (TDSP) will ever call to demand payment over the phone with a prepaid debit card or gift card, tell the customer to pay by money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call another number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never demand that customers email account or payment information, and will never collect payments in person at a residence.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never have the utility company (TDSP, such as CenterPoint, Oncor, TNMP or AEP) contact the customer to make a payment on the account, and will never insist on entering a residence without an appointment.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Reliant says disconnection scams are on the rise. Scam callers demand payment by prepaid debit card, gift card, money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call a different number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam or verify a Reliant representative (customer service)","value":"+1-866-222-7100","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"C","primary_share":0.667,"sources":{"primary":18,"reference":9},"verified_from":{"page":27},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 67% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Retail electric provider (REP) in the Texas competitive market, PUCT certificate #10007. Reliant bills the customer, but the local transmission and distribution service provider (TDSP or TDU), such as CenterPoint, Oncor, AEP Texas or TNMP, delivers the power and handles outages. Texas complaint path differs from other states: complain to Reliant first; under PUCT rules the REP must investigate and report within 21 days, and a supervisory review must be answered within 10 business days; then complain to the Public Utility Commission of Texas or the Texas Attorney General. While an informal complaint is pending at the PUCT, the REP may not start collection or disconnection on the disputed part of the bill. Reliant's Terms of Service, Electricity Facts Label and Your Rights as a Customer links on its website did not resolve to documents when checked.","warnings":[]},"bill_increase":{"company":{"id":"reliant-energy","name":"Reliant Energy","sector":"utility","website":"https://www.reliant.com","account_url":"https://my.reliant.com"},"issue":{"id":"bill_increase","name":"Bill went up"},"playbook_source":"company","summary":"Variable-price plans are month-to-month and can change price; when a fixed plan ends, the customer moves to a month-to-month default product.","evidence":["EFL","contract expiration notices","bills before and after the increase"],"steps":[{"do":"Check the EFL to see whether the plan is fixed, indexed or variable, and when it ends."},{"do":"If a fixed plan expired, choose a new plan online or call the plan change line.","channel":{"id":"plan-change-phone","type":"phone","label":"Change plans when not eligible to renew online","value":"+1-855-671-7971","purposes":["bill_increase","cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/cancel-service","last_verified":"2026-10-12"}},{"do":"If a price changed in breach of the plan terms, dispute it as a billing error.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"},{"id":"plan-change-phone","type":"phone","label":"Change plans when not eligible to renew online","value":"+1-855-671-7971","purposes":["bill_increase","cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/cancel-service","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Under PUCT rules, a variable price product's price may vary by a method the REP sets, and for residential customers it can only be a month-to-month contract.","issues":["bill_increase"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-475","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under PUCT rules, the REP must send at least three written notices of a fixed rate product's expiration date, and a customer who takes no action is served on a month-to-month default renewal product.","issues":["bill_increase"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-475","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask for a supervisory review; PUCT rules require an answer within 10 business days.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"mail","type":"mail","label":"Reliant mailing address","value":"Reliant, P.O. Box 3765, Houston, TX 77253-3765","purposes":["billing_error","cancel_service","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Public Utility Commission of Texas, after Reliant has had the complaint.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Texas Attorney General, Consumer Protection Division.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment extensions, deferred plans and online cancellation need sign-in to the Reliant account.","Reliant's Terms of Service and Your Rights as a Customer documents could not be retrieved; plan-specific fees are in the customer's own EFL."],"security":{"official_domains":["reliant.com"],"never_asks":[{"kind":"policy","claim":"Neither Reliant nor the customer's utility (TDSP) will ever call to demand payment over the phone with a prepaid debit card or gift card, tell the customer to pay by money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call another number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never demand that customers email account or payment information, and will never collect payments in person at a residence.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never have the utility company (TDSP, such as CenterPoint, Oncor, TNMP or AEP) contact the customer to make a payment on the account, and will never insist on entering a residence without an appointment.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Reliant says disconnection scams are on the rise. Scam callers demand payment by prepaid debit card, gift card, money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call a different number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam or verify a Reliant representative (customer service)","value":"+1-866-222-7100","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"C","primary_share":0.667,"sources":{"primary":18,"reference":9},"verified_from":{"page":27},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 67% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Retail electric provider (REP) in the Texas competitive market, PUCT certificate #10007. Reliant bills the customer, but the local transmission and distribution service provider (TDSP or TDU), such as CenterPoint, Oncor, AEP Texas or TNMP, delivers the power and handles outages. Texas complaint path differs from other states: complain to Reliant first; under PUCT rules the REP must investigate and report within 21 days, and a supervisory review must be answered within 10 business days; then complain to the Public Utility Commission of Texas or the Texas Attorney General. While an informal complaint is pending at the PUCT, the REP may not start collection or disconnection on the disputed part of the bill. Reliant's Terms of Service, Electricity Facts Label and Your Rights as a Customer links on its website did not resolve to documents when checked.","warnings":[]},"deposit_refund":{"company":{"id":"reliant-energy","name":"Reliant Energy","sector":"utility","website":"https://www.reliant.com","account_url":"https://my.reliant.com"},"issue":{"id":"deposit_refund","name":"Deposit not returned"},"playbook_source":"company","summary":"Any credit balance, including a deposit, is applied to the final bill or refunded when the account closes.","evidence":["deposit amount","final bill"],"steps":[{"do":"After closing, check the final bill for the credit balance and ask Reliant for the refund if it is missing.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Reliant mailing address","value":"Reliant, P.O. Box 3765, Houston, TX 77253-3765","purposes":["billing_error","cancel_service","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"When a Reliant account closes, any credit balance is applied to the final bill or refunded, and any deferred balance becomes due.","issues":["deposit_refund"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/faqs/billing-payments","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask for a supervisory review; PUCT rules require an answer within 10 business days.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"mail","type":"mail","label":"Reliant mailing address","value":"Reliant, P.O. Box 3765, Houston, TX 77253-3765","purposes":["billing_error","cancel_service","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Public Utility Commission of Texas, after Reliant has had the complaint.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Texas Attorney General, Consumer Protection Division.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment extensions, deferred plans and online cancellation need sign-in to the Reliant account.","Reliant's Terms of Service and Your Rights as a Customer documents could not be retrieved; plan-specific fees are in the customer's own EFL."],"security":{"official_domains":["reliant.com"],"never_asks":[{"kind":"policy","claim":"Neither Reliant nor the customer's utility (TDSP) will ever call to demand payment over the phone with a prepaid debit card or gift card, tell the customer to pay by money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call another number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never demand that customers email account or payment information, and will never collect payments in person at a residence.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never have the utility company (TDSP, such as CenterPoint, Oncor, TNMP or AEP) contact the customer to make a payment on the account, and will never insist on entering a residence without an appointment.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Reliant says disconnection scams are on the rise. Scam callers demand payment by prepaid debit card, gift card, money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call a different number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam or verify a Reliant representative (customer service)","value":"+1-866-222-7100","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"C","primary_share":0.667,"sources":{"primary":18,"reference":9},"verified_from":{"page":27},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 67% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Retail electric provider (REP) in the Texas competitive market, PUCT certificate #10007. Reliant bills the customer, but the local transmission and distribution service provider (TDSP or TDU), such as CenterPoint, Oncor, AEP Texas or TNMP, delivers the power and handles outages. Texas complaint path differs from other states: complain to Reliant first; under PUCT rules the REP must investigate and report within 21 days, and a supervisory review must be answered within 10 business days; then complain to the Public Utility Commission of Texas or the Texas Attorney General. While an informal complaint is pending at the PUCT, the REP may not start collection or disconnection on the disputed part of the bill. Reliant's Terms of Service, Electricity Facts Label and Your Rights as a Customer links on its website did not resolve to documents when checked.","warnings":[]},"service_outage":{"company":{"id":"reliant-energy","name":"Reliant Energy","sector":"utility","website":"https://www.reliant.com","account_url":"https://my.reliant.com"},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report outages to the TDSP, not to Reliant.","evidence":["service address","ESI ID","outage start time"],"steps":[{"do":"Call the TDSP for the area: CenterPoint 1-800-332-7143, Oncor 1-888-313-4747, AEP Texas 1-866-223-8508, Texas-New Mexico Power 1-888-866-7456, Lubbock Power & Light 1-806-775-2509."}],"channels":[],"facts":[{"kind":"contact","claim":"Reliant says it provides the energy but does not deliver it; the TDSP maintains the lines and fixes outages.","issues":["service_outage"],"source":"https://www.reliant.com/en/residential/help-support/contact/report-an-outage","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask for a supervisory review; PUCT rules require an answer within 10 business days.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"mail","type":"mail","label":"Reliant mailing address","value":"Reliant, P.O. Box 3765, Houston, TX 77253-3765","purposes":["billing_error","cancel_service","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Public Utility Commission of Texas, after Reliant has had the complaint.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Texas Attorney General, Consumer Protection Division.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment extensions, deferred plans and online cancellation need sign-in to the Reliant account.","Reliant's Terms of Service and Your Rights as a Customer documents could not be retrieved; plan-specific fees are in the customer's own EFL."],"security":{"official_domains":["reliant.com"],"never_asks":[{"kind":"policy","claim":"Neither Reliant nor the customer's utility (TDSP) will ever call to demand payment over the phone with a prepaid debit card or gift card, tell the customer to pay by money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call another number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never demand that customers email account or payment information, and will never collect payments in person at a residence.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never have the utility company (TDSP, such as CenterPoint, Oncor, TNMP or AEP) contact the customer to make a payment on the account, and will never insist on entering a residence without an appointment.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Reliant says disconnection scams are on the rise. Scam callers demand payment by prepaid debit card, gift card, money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call a different number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam or verify a Reliant representative (customer service)","value":"+1-866-222-7100","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"C","primary_share":0.667,"sources":{"primary":18,"reference":9},"verified_from":{"page":27},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 67% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Retail electric provider (REP) in the Texas competitive market, PUCT certificate #10007. Reliant bills the customer, but the local transmission and distribution service provider (TDSP or TDU), such as CenterPoint, Oncor, AEP Texas or TNMP, delivers the power and handles outages. Texas complaint path differs from other states: complain to Reliant first; under PUCT rules the REP must investigate and report within 21 days, and a supervisory review must be answered within 10 business days; then complain to the Public Utility Commission of Texas or the Texas Attorney General. While an informal complaint is pending at the PUCT, the REP may not start collection or disconnection on the disputed part of the bill. Reliant's Terms of Service, Electricity Facts Label and Your Rights as a Customer links on its website did not resolve to documents when checked.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask for a supervisory review; PUCT rules require an answer within 10 business days.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"mail","type":"mail","label":"Reliant mailing address","value":"Reliant, P.O. 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Scam callers demand payment by prepaid debit card, gift card, money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call a different number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam or verify a Reliant representative (customer service)","value":"+1-866-222-7100","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"C","primary_share":0.667,"sources":{"primary":18,"reference":9},"verified_from":{"page":27},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 67% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12","file":"guides/utility.md","page":"https://escalate.alexgaoth.com/#/guides/utility"}}