Q: Do I need to do anything on my end? Do I need to enroll or switch from Pioneer Energy or will it be automatic?

A: No. The switch to Cirro Energy will be seamless and there is no action required by you. You will not need to do anything. Pioneer Energy will transition your account in August 2018.

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Q: Will I experience any interruption in my electricity service with the transition?

A: No. The transition to Cirro Energy will be seamless.

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Q: When will my account start service with Cirro Energy and when can I expect my first bill?

A: Pioneer Energy will transfer accounts in August 2018. You will receive your first bill within 45 days after the account transitions.

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Q: What will happen to my current energy charge that I am paying with Pioneer Energy?

A: Cirro Energy is honoring all current contracted energy charges from Pioneer Energy.

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Q: Will my current plan change once my account is transferred?

A: You will have a new account number with Cirro Energy, but we will provide your electric service under the same product term length and price plan that you had with Pioneer Energy, though your plan name will change.

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Q: What happens to electronic payments or automatic payments I’ve set up?

A: This will NOT transfer automatically. If you are on Auto Pay with Pioneer Energy you will need to set up Auto Pay separately with Cirro Energy. After your Cirro Energy account fully transitions you can go online to www.cirroenergy.com/MyCirro or call Cirro at 1.800.692.4776 to have Auto Pay added to your new account.

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Q: I am enrolled on automatic bill payment through my bank. Do I need to notify them?

A: Yes. You will need to update your payment information per the remittance instructions on your first invoice with Cirro.

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Q: When can I set up my Cirro online account management tool?

A: You will need your new Cirro account number to complete set up. Your Cirro account number will be included in the top section of your monthly bill. Once you receive your first bill, please visit www.cirroenergy.com/MyCirro. Please click on the “Register” button and complete the enrollment process.

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Q: How do I contact Cirro Energy, my new electric provider?

A: Please call us Monday through Sunday from 7 A.M. to 10 P.M. CT at 1.800.692.4776. You can also speak with one of our customer service representatives online by selecting the "Live Chat" tab on this page, Monday through Friday 9 A.M. to 4 P.M. CT. Contact us via email: service@cirroenergy.com

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Q: What if I want to cancel my account and not transfer to Cirro?

A: Please contact Pioneer Energy if you want to cancel your account – please note that your cancellation fees, if applicable, still apply. If you still have questions, contact our customer service team at 1.800.692.4776.

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Q: How do I make my final payment to Pioneer Energy?

A: There is no need to do anything differently. Your last invoice, and all payments made for your balance, for your Pioneer Energy account can be made in the same manner you have used to pay your previous invoices.

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Q: What happens to the credit balance I had with Pioneer Energy?

A: Pioneer Energy will refund your credit balance to you once your account is transferred to Cirro and your Pioneer Energy account has been closed.

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Q: What will happen to my Pioneer Energy online bill pay account?

A: Pioneer Energy online bill pay accounts will remain open for a period of time to allow you to pay your final bill and access any previous billing history. Please contact Pioneer Energy for any additional questions regarding online account access.

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Q: I promised to make a past due payment before a certain date in order to not be disconnected. Is that still in order?

A: Yes. In order to avoid disconnect prior to the transfer from Pioneer Energy you must maintain any previous payment arrangements made with Pioneer Energy. Payment must be made to Pioneer Energy to restore power should your account get disconnected.

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Q: Will my account continue on the deferred payment plan I accepted with Pioneer Energy? Will my account still be unable to transfer to another REP?

A: The amount on the deferred payment plan will not transfer to Cirro Energy. After your account is transferred from Pioneer Energy you will receive your last bill from Pioneer Energy and your entire balance, including the amount that was included in the deferred payment plan, will be due in full at that time. If you have question about your last bill from Pioneer Energy, please contact Pioneer Energy.

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Q: What payment options are available through Cirro Energy?

A: You may pay your bill by a variety of methods. You can conveniently set up either automatic bank draft or automatic credit card payments through our online account management tool at www.cirroenergy.com/MyCirro. You may also login and make one time payments using your bank account information or with Visa, MasterCard, or Discover. Cirro Energy also accepts payments through our automated phone system or by speaking directly with one of our Customer Care Representatives. In addition you can mail your payment to the remittance in your monthly statement as well as at Fidelity Express walk up payment locations. Cirro Energy does not accept American Express.

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Q: I currently receive my bills from Pioneer Energy via email. Will that continue?

A: Yes, Pioneer Energy will transfer your preferred billing method with your account information to Cirro Energy.

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Q: What will happen to the deposit I paid when enrolling with Pioneer Energy?

A: For your convenience, Pioneer Energy will be transitioning all deposits including accrued interest to Cirro Energy. This means you will not have to pay an additional deposit due to the switch. Your deposit will continue to accrue interest and will be returned after 12 consecutive on time payments.

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For more information please visit www.cirroenergy.com/pioneer.