Online Bill Pay
 

Rights and Responsibilities

Here’s a snapshot of all your rights as a CoServ Gas Customer, as well as your responsibilities. After you finish, learn more about your bill, or thumb through our FAQs for related details.

 

Your Gas Bill

Every 30 days (give or take a day or two), you’ll receive an itemized bill. It includes three basic rate components:

  • Usage Charge—The volume of gas used by a Customer during the billing cycle, measured in Ccfs.

  • Customer Charge—The minimum bill included on each statement (regardless of how much energy you use). This line item covers utility expenses not directly related to the generation or delivery of gas, such as billing, meter reading, equipment, administration and customer service. If you receive both gas and electric service from CoServ, you pay two Customer Charges because you have two meters supported by two different types of equipment.

  • PGF (Purchased Gas Factor)—This number represents our wholesale costs for the gas you used during the billing cycle. The PGF does not include any profit or markup. It reflects only the cost of the gas itself, plus the cost we pay to transport it from our supplier to CoServ.

    Because complete information regarding our gas costs isn’t available at the time we send your bill, the PGF is an estimate. We adjust any over-charges or under-charges each month. Get more details on the PGF.  


To avoid service disconnection, CoServ must receive your payment by the “Current Bill Due Date,” shown in the upper-right corner of your statement. This due date falls 16 days after the “Statement Date,” which is when the bill was printed. If we don’t receive your payment by the due date, we’ll mail you a “service interruption notice.” (See “Disconnection of Service” section below.)

Even if you don’t receive your bill (because it got lost in the mail, accidentally thrown away, etc.), you’re still responsible for making the payment. To view and pay your bill as soon as it’s ready, sign up for E-Bill by establishing an CoServ Online account with us and checking the E-bill box when prompted. Then, while logged in, click “E-Bill Preferences.” You can opt out of receiving a paper bill or choose to receive both an E-Bill and a paper bill.

Contact Customer Service if you don’t receive a statement within 30 days of setting up gas service (or if your statements ever start arriving later than usual).

 

Your Gas Meter

A gas meter measures and records the amount of gas used in Ccfs. We read your meter around the same time each month. Meter readings for the previous month and the current month appear on every bill, so you can monitor your monthly usage.

If you dispute the accuracy of your reading, you may request a second reading. However, if you think your meter is giving inaccurate readings, you may request a meter test.

If you haven’t requested a test within the last four years, this test will be free. Otherwise, you will be billed a fee as explained in our rates. You will not be charged if the test shows that your meter is more than “nominally defective.” (That means a deviation of more than 2 percent from accurate registration.) We will either charge or credit your account, depending on whether the meter under- or over-registered. 

To request a second reading, ask for a meter test, or learn how to read your meter, contact Customer Service.

 

Deposits

When you apply for service, you must pay a deposit according to your account type:

  • Residential—The deposit will never exceed one-sixth of your annual gas bill. It is not a prepayment of your bill. You must still pay each month for the energy you use. We hold your deposit until:

    • Your account is closed, or

    • We receive payment for 12 consecutive bills without disconnecting service for nonpayment and without receiving a late payment more than twice. You must also pay the current bill on time.

At that point, we will automatically refund (through crediting your account) your deposit plus accrued interest. (You earn interest from the date of the deposit through the date before it’s refunded. No interest applies if we refund the deposit within 30 days.)


If you transfer service to another location within our service area, we will apply your deposit to the new location. Or, if you close your account, we will apply your deposit and accrued interest to the final amount due and refund the remaining deposit balance.


We will waive the deposit if you provide CoServ with one of the following:

    • Letter of credit—Documentation from your previous provider showing 24 consecutive months of payment history with no more than two late payments within the previous 12-month period. CoServ will give equal consideration on a letter of credit to both husband and wife.

    • Guarantee agreement—Similar to co-signing a loan, this agreement is signed by the person applying for gas service and a second-party “guarantor” (who must be a CoServ Customer with at least 12 months of service and no late payments in the last 12 months). We will hold the guarantor responsible for payments on the new account if the new ustomer does not pay.

 

  • Commercial/Industrial—We may charge a deposit on commercial and industrial accounts. This deposit is not a prepayment of your bill. You must still pay each month for the energy you use. We hold your deposit until:

    • Your account is closed, or

    •  We receive payment for 12 consecutive bills without disconnecting service for nonpayment and without receiving a late payment more than twice. You must also pay the current bill on time.


At that point, we will automatically refund (through crediting your account) your deposit plus accrued interest. (You earn interest from the date of the deposit through the date before it’s refunded. No interest applies if we refund the deposit within 30 days.)


If you transfer service to another location within our service area, we will apply your deposit to the new location. Or, if you close your account, we will apply your deposit and accrued interest to the final amount due and refund the remaining deposit balance.

 

Payment Options

 

 

Disconnection of Service

If CoServ doesn’t receive your payment by the due date, we’ll mail you a “service interruption notice.” If we don’t receive your payment by the date stated on the notice, we must disconnect your gas service. (You will receive the notice at least 10 days prior to the disconnection date.)  

 

Do you have a serious illness or physical disability?

If you (or someone in your home) have a serious illness or physical disability that may become worse without gas service, we will consider delaying disconnection. Here are the prerequisites:

  • Your state-licensed doctor must call Customer Service at (940) 321-7800 or (800) 274-4014 within 16 days of the “Statement Date” (found in the upper-right corner of your bill).

  • Your doctor must send written documentation (stating that your condition may become worse without gas service) to CoServ within 26 days of the Statement Date.

  • At that point, CoServ will negotiate an arrangement or deferred payment plan with you.

  • Note: You must complete these steps every time you ask us to delay disconnection for medical reasons.

 

We may disconnect your gas service after mailing a “service interruption notice” if you:

  • Don’t pay your bill before the disconnection date specified on the notice.

  • Don’t comply with the terms of your arrangement or deferred payment plan.

  • Use your gas service in a way that interferes with the service of others. (We will first try to notify you and give you an opportunity to fix the situation.)

  • Use your gas service by the operation of non-standard equipment. (We will first try to notify you and give you an opportunity to fix the situation.)

  • Don’t comply with requirements specified in the “Deposit” section above.

  • Use a fake name when applying for gas service.

  • Don’t comply with permit or restriction requirements from a government authority.

  • Don’t allow our representatives to access your location to read meters or service/repair equipment.

  • Vacate the location.


We may disconnect your gas service without notice if you:

  • Tamper with or bypass our meter or equipment (or some other type of diversion or theft of service). This is extremely dangerous and illegal. You could face possible prosecution by the district attorney’s office.

  • Have a known dangerous condition at your location. We will not reconnect service until the condition is gone.

  • Fraudulently misrepresent your gas usage (or any other fraud regarding matters referred to in our service rules or in contract with us).


We may refuse service if you:

  • Have facilities that are hazardous, interfere with the service of others, or are otherwise inadequate.

  • Use prohibited equipment or attachments.

  • Change your identity to avoid paying your bill.

  • Still owe money on a previous CoServ account.

  • Refuse to comply with requirements specified in the “Deposit” section above.


To restore service after being disconnected:
For nonpayment
—You must pay the entire balance on your account, plus a $65 reconnection charge and an additional deposit (equal to one-sixth of your annual bill). We must schedule an appointment to reconnect your gas service.

  • If we receive payment before 11:30 a.m., we will schedule an appointment for the morning of the next business day.

  • If we receive payment between 11:30 a.m. and 3:30 p.m., we will schedule an appointment for the afternoon of the next business day.

  • If we receive payment after 3:30 p.m., we will schedule an appointment for the second business day.


For any other reason—We will reconnect your service once the reason (listed above) has been corrected. This does not apply to cases involving theft or fraud. Please note that tampering, bypassing or connection of service by an unauthorized person will result in additional charges, including a deposit equal to one-sixth of your annual bill. IMPORTANT: CoServ Gas will prosecute anyone who tampers with our gas equipment. You could also lose the benefit of receiving gas service from us.

To prevent disconnection of service:

  • Pay your full outstanding balance (the “Total Amount Due” line item on your bill) by the due date.

  • You must also pay subsequent bills on time.



Deferred Payments
If you have been billed for a period of time longer than 30 days (because of a meter malfunction or billing error), contact Customer Service to see if you qualify for a deferred payment plan. (You may not qualify if you’ve received CoServ service for less than three months.)

In this case, you must keep all subsequent bills current and pay a monthly amount agreed to by CoServ. For the initial payment, you will pay up to one-third of the total deferred amount. Then you’ll pay the balance in reasonable installments. The plan may include a 5 percent penalty for late payments.

If you don’t fulfill your part of the agreement, we must disconnect your service. Such breach of the agreement voids your right to a deferred payment plan or renegotiation in the future.

 

Billing Disputes

If you don’t agree with a portion of your bill, contact Customer Service. We will do our best to answer your questions. If we cannot resolve the issue via phone, please send CoServ a written notice of the reasons why you dispute the bill. Be sure we receive it before your bill is due. Then we will investigate the matter and let you know our conclusion.

We will not disconnect your service while the bill is in dispute or for 60 days after the bill is issued, whichever period is shorter. However, until the dispute is resolved, you may need to pay an amount based on prior gas usage.

If our investigation concludes that the unpaid amount is indeed correct, that payment will be due immediately. If you aren’t satisfied with the findings, you may appeal to your city’s municipal office.

 

Financial Assistance

We want to meet the needs of the residents in our service area, and the CoServ Charitable Foundation (funded through Member, Customer and Employee generosity) donates tens of thousands of dollars every quarter to three area social services agencies that use the funds to assist CoServ Customers who need assistance during tough times.


To discuss financial assistance, we ask that you contact these agencies directly, as their counselors are specially trained to assess your family’s needs, and most importantly, they can provide resources regarding employment, job training, food pantries, healthcare, and more. Below are the agencies’ contact information and hours of operation:


Frisco Family Services Center
P.O. Box 1387
8780 Third St.
Frisco, TX 75034
(972) 335-9495
www.friscocenter.org
9 a.m. to 5 p.m., Monday through Friday
9 a.m. to 6 p.m., Wednesday

Christian Community Action
200 S Mill St.
Lewisville, TX 75067
www.ccahelps.org
(972) 219-HELP
9 a.m. to 5 p.m., Monday through Friday

Community Services Inc.
P.O. Box 612
401 E Sixth Ave.
Corsicana, TX 75110
(800) 831-9929
8 a.m. to 5 p.m., Monday through Friday

 

Critical Care

If you or someone at your location will become ill without gas service, you may qualify for critical care status. Your account will be coded to make our service technicians aware of your situation. We will notify you before any scheduled outages (for maintenance or repair). And, during unexpected outages, you’ll receive high priority as we restore service. Contact Customer Service to begin the process.

Office Address and Business Hours
We are located at 7701 S Stemmons, Corinth, TX 76210-1842. Our business hours are 8 a.m. to 5 p.m., Monday through Friday.

 

Maintenance and Safety


Customer-Owned Gas Lines: CoServ maintains the gas piping in your yard up to the point where it reaches your gas meter. If your meter is mounted away from your house, you’re responsible for the pipe between the meter and your house. It’s made from polyethylene—and, although it’s not prone to corrosion, it could leak. You are responsible for hiring a professional contractor (such as a licensed plumber) to periodically inspect it for leaks and repair, if necessary. This pipe may be damaged by digging, so be sure to call 811 at least two business days before you start an excavation project.

Reporting Gas Leaks: If you smell an unpleasant odor similar to rotten eggs, take the following steps right away, then uncover more safety tidbits about natural gas.

  • Leave the area immediately.

  • Do not attempt to turn off the gas supply.

  • Do not turn lights on or off, light a cigarette, use a cell phone, start your car’s engine, use a garage door opener or do anything else that could create a spark.

  • Do not attempt to put out a fire fueled by natural gas. Call 911 instead.

  • From a safe distance, call 911 or report the situation to CoServ Gas at our 24-hour emergency numbers, (940) 321-7800 or (800) 274-4014.

We have a “zero tolerance” policy when it comes to gas leaks. We repair all of them right away.


Safe Digging: The law requires you to call 811 at least two business days before you dig 16 inches or deeper. Why? Your call will notify local utilities of your plans, and they will find and flag their underground lines free of charge. This helps excavators know which areas to avoid so you don’t get injured or damage the lines. Get the details on digging safely.

 

Registering a Complaint

If you report a complaint to CoServ that isn’t handled to your satisfaction, you may request a review by your city’s municipal office. If you live outside the city limits, contact:

Railroad Commission of Texas
Attn: Gas Utilities Division
P.O. Box 12967
Austin, TX 78711-2967

 

Rates

To access our rates, service rules and applicable tariffs, just contact Customer Service.

 

Privacy

We keep completely confidential all information needed to establish your account per the terms of our Privacy Policy. We never give away or sell this information for any reason (except as required by regulatory authorities or by a valid subpoena). CoServ has the right to request personal information to verify the identity of a caller requesting account details.

  

Weather Policy

Inclement Weather
On a day when the previous day’s highest temperature did not exceed 32*F, and the temperature is predicted to remain below 32*F for the next 24 hours, or when the average of the temperatures is below 32*F for a 24 hour period anywhere in our service area (both electric and gas), CoServ will not disconnect a customer until the utility ascertains that no life-threatening condition exists in the Customer’s household, or would exist, because of disconnection during severe weather conditions. These will be determined by The National Weather Service reports.

 

CoServ offers a variety of options for making your payment. Pick the one that’s right for you:

 

 

“No fee” payment options:

  1. Automatic bank draft: Without you lifting a finger, we electronically draft your account balance from your savings/checking account each month.
  2. Rolling Average Billing (with bank draft): For residential Customers with 12 months CoServ service and a zero balance.
  3. By mail: Send your check or money order to CoServ, P.O. Box 650785, Dallas, TX 75265-0785.
  4. In person: Come to 7701 S Stemmons between 8 a.m. and 5 p.m.  Monday through Friday. We accept cash, check or money order and have a convenient night depository.
  5. Online bill-pay through your bank: Most banks provide free bill-pay services, giving you complete control of your monthly payment. Allow 5-7 days for CoServ to receive payment. Please update if you move from one CoServ address to another.

 

 

“Fee-based” payment options:

  1. Remote Pay Locations: Cash payments only, and a $1.50 fee applies. See a list of locations.
  2. Pay on CoServ.com: Use an electronic check or credit/debit card—a $3.95 fee per transaction applies. A limit of $750.00 per transaction also applies. 
  3. Pay by phone: Available 24/7, you can pay by phone by calling 1-800-807-3891—a $3.95 fee per transaction applies. A limit of $750.00 per transaction also applies.