Q: Does the electric rate include taxes?

A: No, it does not include taxes. This includes state and local.

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Q: Is there a deposit required to sign up?

A: The determination for deposit is based on the results of your credit score.

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Q: Will I have a fee to start service with Pioneer Energy?

A: Standard Switch: No fees. You will automatically be switched from your current provider to Pioneer Energy within seven days.

Self-Selected Switch: Fees applied. If you would like to choose a specific day you would like your service to be switched to Pioneer Energy.

Move-In switch: Fees applied. If you are moving into a new residence for the first time that does not have power and would like to have the electricity service under your account.

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Q: Who will send me my bill?

A: Pioneer Energy will send you your bill.

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Q: What do I do if I need to change the name on my account?

A: If you need to change the name on your account, the authorized account holder may call in to customer service at 1-888-569-1144 and make account changes.

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Q: What is your Refund Policy?

A: Credit balances due to overpayments will be refunded within ten (10) business days of the customer’s request. If customer is no longer receiving electricity services from Pioneer Energy, credit balances due to overpayments will be refunded within sixty (60) days of the customer’s final bill. Unless a refund is requested, credit balances will remain on the account to apply to future bills. With the exception of payments made by cash, refunds will be issued in the same method of payment as the original payment (i.e., if a payment was made with a credit card, the refund will be issued to the same credit card account). If the original payment was made with cash, the refund will be issued by check.

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Q: What happens to my account that I had with Pioneer before I switched, closed or transition to Cirro Energy, since Pioneer is not longer in business?

A: If you were with Pioneer who's account transitioned to Cirro Energy or you closed the account with Pioneer prior to transition due to switching or moving, your account closes automatically once Pioneer receives final meter reads from your TDSP and issues a final invoice. In addition, once the final balances are fully paid the account will be closed. Please note if you had auto-pay on the account it will draft on the due date mentioned on that final bill.

 

Q: What do I need to do to clear my account balance from collections?

A: If your account had a past due and was reported to a collection agency, please contact that collection agency to make a payment towards the past due delinquent balance so they can clear your credit from the three credit reporting bureaus upon full payment. Please note that do not make payments to us on your Pioneer account as Pioneer does not have access to clearing delinquent credit reporting.

  

Q: What is the contact information for the collection agency Pioneer uses?

A: Pioneer uses the following third party collection agency to handle its customers delinquent accounts:

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ProCollect

12170 N. Abrams Rd., Suite 100
Dallas, Texas 75243
Phone: 800.839.8186
Fax: 888.897.3012

Web: www.procollect.com

 

Q: Do I still have to payoff my delinquent account balance with Pioneer that was reported to collections even-though they are no longer in business?

A: Yes, please note that even-though Pioneer is no longer in business your delinquent account balance is now being handled by ProCollect. They are responsible to collect all past due balance payments and clear your credit history from the three credit reporting bureaus on behalf of Pioneer.