VETERAN ENERGY
TRANSITION FAQs
The Veteran Energy brand has been sold to Value Based Brands LLC d/b/a Veteran Energy (“Veteran Energy”), a subsidiary of a large and growing Fortune 500 company with decades of experience in the Texas retail electric market.
Is Veteran Energy still my electricity provider?
Your continuing electricity service will be provided by a different retail electric provider. We’re proud to announce that Value Based Brands LLC has reached an agreement to provide electric service to all existing Veteran Energy residential customers and will continue to use the Veteran Energy brand name to provide this service. You will continue to enjoy everything you loved with Veteran Energy when you initially enrolled with Veteran. Value Based Brands (Veteran Energy) is committed to provide the same benefits you had before and will continue to give back a portion of your bill to the same trusted veteran support organizations. Your rate will either be the same or even lower than before. Plus, your contract end date will remain the same.
Is the Veteran Energy contact information the same as it was before?
IMPORTANT: No, we have set up a brand-new website, contact center, and email address:
- Website: https://www.VeteranEnergyUSA.com
- Phone: (888) 367-7470
- Email: service@VeteranEnergyUSA.com
Do I need to do anything to make sure my account is transitioned?
Nope! You do not need to take any action to assure your account is transitioned successfully.
Will there be any disruption in my electricity service?
No. There will be no disruption in your electricity due to this transition.
Will my account number change?
Yes, you will receive a new account number. This will be provided in your Welcome Kit, via USPS, shortly after your service is switched.
When is my service being transferred?
You service will officially be transferred to your ‘new’ Veteran Energy account on your first meter read after 11/16/2020. You should have received a letter in the mail from us that provides a more precise date on which service at your particular location will be transferred.
Will my rate change? Will my current contract with Veteran Energy be honored?
Your rate will either be the same, or even lower than before, and your contract terms reflected in your “Terms of Service” and “Your Rights as a Customer” will not change. You will receive a Welcome Kit from us shortly after your service is transferred that includes your plan details: an Electricity Facts Label (EFL) for your new Veteran Energy plan, a Terms of Service Agreement (TOSA), and Your Rights as a Customer (YRAC) document.
How do I set up a Veteran Energy ‘MyAccount’ profile?
It’s simple - you will receive a letter with account registration instructions for your new Veteran Energy account.
- If you had an email address on file with Veteran Energy prior to this transition, you can register for your new MyAccount at: https://www.veteranenergyusa.com/account-register.
- If you did not have an email address on file with Veteran Energy prior to this transition, you can register your new Veteran Energy account here: https://www.veteranenergyusa.com/account-new
Once registered, you’ll be able to use your Veteran Energy MyAccount to:
- View your bill
- Pay your bill online (If you aren’t on Auto Pay)
- Enroll in Auto Pay (avoid worrying about due dates or possible late fees)
- View your usage
- View payment and billing history
- Transfer your service
- Add an additional home
- Renew or change plans
- Upgrade to 100% renewable energy
- Choose your veteran charitable organization that you would like us to support on your behalf (at no additional cost to you)
- Change your password
Will the mobile app still be available?
At this time, we do not have a mobile app available, but we plan to launch one in the future. However, we have many other MyAccount features on our website available to customers so you can self-serve, rather than requiring you to call us. We will notify you via email when our mobile app, and other features, launch!
Will I continue to receive my military discount?
Yes, rest assured that any discount that you were previously receiving will continue after the transition! In addition, we will continue to offer military discounts on any future enrollments.
Do I have the same contract end date?
Yes, your contract end date will remain the same. We will send you a notification when that date draws near. You can find your contract end date on your bill.
Will my bill look different?
No, your bill will look the same with the exception of very minor changes.
When will I receive my last bill from the ‘previous’ Veteran Energy company?
This is important - you are responsible for your last bill from the former Veteran Energy. This should be issued about a week after your service is transferred to us, but no later than December 31st. Make this payment to them just as you have in the past. For questions on your last bill from the former Veteran Energy please contact them at 1-800-578-7070 Monday – Friday, 7 a.m. – 6 p.m., visit https://www.veteranenergy.us, or email them at care@veteranenergy.us.
If I paid a deposit with my original Veteran Energy account, do I get that back?
If you had paid a deposit with the former Veteran Energy, that deposit amount will be transferred to us on your account.
I haven’t received a bill from former Veteran Energy – what do I do?
You still have access to your former Veteran Energy online account, or call them at 1-800-578-7070 during business hours for questions about your previous Veteran Energy electricity bills. Your new Veteran Energy account will issue your first bill 30-40 days after your service transfers to us.
- Visit our website at https://www.VeteranEnergyUSA.com
- Email us at service@VeteranEnergyUSA.com
- Call “new” Veteran Energy at (888) 367-7470 to speak with a friendly service representative Mon – Fri, 7am – 8pm CST Sat, 8am – 5pm
I was on E-Billing with my former Veteran Energy account. Can I get on a similar program with my new Veteran Energy account?
Yes, your new Veteran Energy offers a similar program called “eDocs” and we will continue to communicate and bill you electronically pursuant to your previously provided consent. eDocs is great for the environment and convenient for you. If we received information from your former Veteran Energy that you were on E-Billing with them, then we will automatically enroll you on Veteran Energy eDocs and only send communications electronically.
I was on AutoPay with my former Veteran Energy account. Am I still on that with my new account?
Unfortunately, no. For your protection, we did not transfer your payment method information. We ask that you please log in to your new account and re-establish Auto Pay to avoid any gap in payment and/or late fees. However, your new Veteran Energy offers, and strongly encourages, Auto Pay. We accept Visa, MasterCard, Discover, American Express debit/credit cards, and ACH bank payments.
After registering your account, you will need to log in to your My Account, navigate to ‘Payments & Billing’ then click on ‘Manage Payment Methods’, add your payment method making sure to select ‘Set as Auto Pay Method’ before saving.
When will I get my first bill from my transitioned Veteran Energy account?
You should receive your first post-transition Veteran Energy bill within 30 – 40 days after your service is transitioned to us.
My contract is about to expire – what happens next?
If your contract is set to expire in less than 30 days from the date your service transfers to us, then you should have already received a contract expiration notice from the former Veteran Energy. If your contract is set to expire in more than 30 days from the date your service transfers to us, we will send you a contract expiration notice no more than 60 days prior and no less than 30 days before the expiration date. You can sign into your new Veteran Energy 'MyAccount' to renew or change your plan, or you can call our call center. (NOTE: This is only available to you after your service has been transitioned and you have registered your email address). If you choose to do nothing when your contract ends, you’ll be automatically placed on a Veteran Energy variable rate month-to-month plan.
Where can I get answers if I have other questions?
We want to make sure this transition is as seamless as possible for you. If you have questions or concerns, please call us at (888) 367-7470 | Monday - Friday, 7am - 8pm CST Saturday, 8am - 5pm.
Does the new Veteran Energy offer warranty service agreements?
No, at this time we are not offering warranty service agreements. If this becomes available, we will be sure to contact you.
Will my new Veteran Energy account offer a program like Balanced Billing?
Yes, the Veteran Energy Budget Billing program smooths out seasonal spikes to help make your monthly bills more predictable. If you were on Balanced Billing with your former Veteran Energy account, you’ll be on a similar program with your new transitioned Veteran Energy account as well. Your differential balance (the running total of the difference between your actual electricity charges and what you have paid as a Balanced Billing customer) will be kept the same and will be transitioned to your new Veteran Energy account.