View Electric - Your Rights as a Member

• Office Address and Business Hours
• Your Gas Bill
• The Gas Meter
• Deposit Policy
• Service Termination
• Billing Disputes
• Paying Your Bill
• Payment Options
• Financial Assistance
• Critical Care/Critical Load
• Maintenance and Safety
• Privacy Statement
• Registering a Complaint
• Rates and Service Information

CoServ Gas is located at: 7701 South Stemmons Corinth, Texas 76210
Our office hours are 8 a.m. to 5 p.m., Monday through Friday

24-Hour Emergency Number: 940-321-7800 (local) or 1-800-274-4014 (toll-free)

Your itemized bill, mailed approximately every 30 days, includes three basic components: a fixed charge, a variable charge and the Purchased Gas Factor.

• The Customer Charge is a fixed charge that does not vary with the quantity of gas used.
• The variable charge, called Usage on your statement, is the charge per Ccf and varies according to the quantity of gas used and the municipality in which you live. Each city/town has a different charge.
• The PGF reflects CoServ's estimated Purchased Gas Cost during the most recent service period. The PGF does not include any profit or mark-up, but does include a service charge for delivering gas to the customer. This service charge is generated by the gas supplier and passed on to CoServ Gas. Because complete information regarding CoServ's Purchased Gas Cost is not available at the time bills are sent, the PGF is an estimate. Any over charges are refunded after the end of the year. Likewise, undercharges are surcharged in the new year.

Your statement is due and payable when rendered and should be paid on or before the due date, which is a minimum of 16 days from mailing. The due date is clearly indicated on the bill. Any payment received after the due date is considered late and a disconnection notice will be issued. The unpaid balance is due within 10 days from the date the disconnection notice is prepared and sent to you.

Failure to receive a bill does not exempt a consumer from the responsibility to make payment. Please contact Customer Service if you fail to receive a statement within 30 days of initiating your gas service, or subsequently, if you ever have difficulty receiving your statements.

A gas meter measures and records the amount of gas used in Ccfs. Your meter is read on approximately the same date each month. The meter readings for the previous month and the present month appear on each bill to allow you to monitor your monthly consumption of gas.

Reading your gas meter
Reading your gas meter CoServ Gas will be happy to provide you with written instruction on how to read your gas meter. Contact us at 940-321-7800 or 1-800-274-4014.

Customer Request for Meter Test:
If you have a question regarding meter accuracy, a meter test will be made at your request. CoServ will inform you of the time and place of the test so that you or your representative may be present. The meter test will be performed free of charge if no such test has been performed within the last four years for you at the same location. If a test has already been performed within the last four years, a charge will be billed to you as set out in our rates.

If the meter test indicates that the meter is more than nominally defective, the fee will be refunded. More than nominally defective means a deviation of more than 2.0% from accurate registration. An adjustment may be made to your account reflecting a charge or a credit, depending on whether the meter under or over registered.

A deposit will be billed upon application for service. The deposit on a residential account can be waived by providing CoServ with a qualifying letter of credit or a guarantee agreement.

• Letter of credit: The letter of credit must show 12 consecutive months of payment history with no more than two late payments to CoServ or a like utility company within the previous 24-month period. CoServ will give equal consideration on a letter of credit to both husband and wife.
• Guarantee agreement: The person applying for service may bring in a second party to sign a guarantee agreement. The second party must be a customer of CoServ with at least 12 months of service and no late payments in the last 12 months. The guarantor may be held responsible for payments on the new account should the new customer fail to make payments.

The deposit will not exceed one-sixth of your annual gas bill. When you have paid your gas bills for 12 consecutive months without having service disconnected for nonpayment and without having more than 2 occasions in which payment was late, CoServ shall promptly refund the deposit plus accrued interest in the form of a credit to your bill, provided your current bill has been paid. Interest is earned from the date of deposit until the date before the deposit is returned. If the deposit is refunded within 30 days of the date the deposit is made, no interest is accrued.

When an account is closed, the deposit and accrued interest will be applied to the final amount due and any excess amount will be refunded.

Customers have an obligation to pay for the gas used. When payment becomes past due, a written disconnect notice will be mailed at least 10 days prior to the date of disconnection.

Serious illness/physical disabilities

If termination of gas service would cause someone at your home to become seriously ill or to become more seriously ill, you may avoid termination of service the following steps must be taken:

• The state-licensed physician or doctor's office must call our collection manager within 16 days of the date the bill was issued.
• The physician or doctor's office must send written documentation of the medical necessity to our Collection Manager within 26 days of the issuance of the bill.
• After the first two steps have been fulfilled, you sign a deferred payment agreement.

A new statement must be provided for each instance a delay is requested.

Service may be terminated after notice for the following reasons:

• Failure to pay your bill or to make payment arrangements prior to the date of disconnection.
• Failure to comply with the terms of a payment agreement.
• Failure to comply with the terms of an installment plan on a delinquent account.
• Violation of the rules on using service in a manner that interferes with the service of others, if reasonable attempt has been made to notify the customer and the customer is provided with reasonable opportunity to remedy the situation.
• Violation of the rules on using service by the operation of non-standard equipment, if reasonable attempt has been made to notify the customer and the customer is provided with reasonable opportunity to remedy the situation.
• Failure to comply with deposit or guaranty requirements.
• Failure to make proper application for service in the true name of the customer.
• Failure to comply with permit or restriction requirements set forth by the applicable governmental authority. Using gas in violation of any law, ordinance, or regulation.
• In the event our representatives are refused access to your premises to read meters or service or repair lines or other equipment.
• In the event you vacate the premises.

Service may be terminated without notice for the following reasons:

• Tampering with, damaging or bypassing the company's meter or equipment or other instances of diversion or theft of service. This is both illegal, extremely dangerous, and you could face possible prosecution by the District Attorney’s Office.
• Existence of a known dangerous condition. Service will not be reconnected so long as the condition exists.
• Fraudulent misrepresentation in relation to the consumption of gas or any other fraud practiced with regard to matters referred to in our service rules or in a contract with us.

Service may be refused to you for the following reasons:

• The existence of facilities that are hazardous, interfere with the service of others, or are otherwise inadequate.
• The use of prohibited equipment or attachments.
• Change of customer identity to avoid or evade payment of utility bill; intent to deceive.
• Existing indebtedness to CoServ.
• Refusal to comply with deposit and guarantee requirements.

Your account will also be assessed a reconnection fee which must be paid before service is reconnected.

To reconnect gas service the balance in full, security deposit and a reconnect fee will be required. An appointment must be scheduled for service reconnection. If payment confirmation is received prior to 11:30 AM, an appointment can be scheduled for the morning of the next business day. If payment confirmation is received between 11:30 AM and 3:30 PM, an appointment can be scheduled for the afternoon of the next business day. Payment confirmation received after 3:30 PM will result in an appointment being scheduled for the second business day.

Tampering, bypassing or connection of service by an unauthorized person will involve additional charges including but not limited to a deposit equal to one-sixth your annual bill.

Steps to take to prevent termination of service:
In order to avoid termination of service, you must pay all outstanding balances due, or if you are unable to pay the full amount of the bill, you must sign a deferred payment agreement to pay the outstanding balance in installments. You must continue to pay subsequent bills on time.

If service is due to be terminated for any reason other than past due payment, the termination will be reversed when the reason for termination has been corrected. This does not apply in cases involving theft or fraud.

Service reconnection after termination:
Service may be reconnected after termination if you pay all outstanding balances due. If service has been terminated for any reason other than past due payment, the termination will be reversed when the reason for termination has been corrected. This does not apply in cases involving theft or fraud.

In the event of a billing dispute, please contact our Customer Service Department at 940-321-7800 or 1-800-274-4014. Our representative will attempt to answer your questions or resolve this issue. If the dispute cannot be resolved by telephone, you must provide CoServ with written notice prior to the date the bill becomes due and payable. Please include the reasons you question the amount. CoServ will investigate the dispute and report its findings to you.

Gas service will not be disconnected 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 be required to pay an average bill amount in lieu of the disputed portion and to pay all subsequent billings. If you are dissatisfied with the review, you may appeal to the municipality in which you live.

By Mail: In order to pay your bill by mail, please send a check or money order to the address shown on the bottom portion of the bill. Please do not include cash.

In person: You may pay your gas bill in person between 8 a.m. and 5 p.m., Monday through Friday. Payments outside of regular office hours may be placed in the night depository located in the parking lot of the CoServ headquarters building at 7701 South Stemmons, in Corinth, TX. Customers may pay with cash, check or money order when paying in person.

By telephone: Telephone payments may be made by calling Bill Matrix at 800-807-3891.

Online: CoServ accepts MasterCard, Visa, ATM debit card (Pulse, NYCE, Star or ACCEL) or electronic check payments online. https://payments.billmatrix.com/CoServ/Welcome.asp

Please note: All electronic payment transactions (those made by credit card, debit card or electronic check), whether made in person or by phone/online, will be subject to a $3.95 processing fee. Additionally, a $500 limit will be placed on each payment transaction. Bill Matrix, the payment processing company, generates this fee. CoServ does not retain any of this fee, nor do we benefit financially from this charge.

In order to avoid a $3.95 processing charge, CoServ customers may make payments using their own checking software or online bill pay through their bank. Please be aware that if you choose this type of payment you must allow 7 to 10 days for CoServ to receive your payment.

The following are payment options that may be made available to you upon your request:

Arrangement.

If you are unable to pay your bill by the due date on the disconnection notice, you may qualify for an arrangement provided you contact the Customer Service Department on or before the due date listed on your disconnection notice.

Deferred Payment.

If you have been billed for a period of time longer than 30 days as a result of a meter malfunction or billing error, you can qualify for a deferred payment plan. Such plan requires that you keep all subsequent bills current and pay monthly an amount agreed upon by CoServ. If you do not fulfill the terms of the deferred payment plan agreement, your service will be terminated. Such breach of the agreement voids your right to a deferred payment plan or renegotiation to avoid termination. Under the deferred payment plan, no more than one-third of the total deferred amount can be required for the initial payment, with the balance in reasonable installments. A deferred payment plan may include a 5% penalty for late payment. You may enter into a deferred payment plan by visiting a customer service representative at CoServ’s office or by contacting CoServ’s Customer Service Department by phone. CoServ is not required to offer this arrangement if you have had service for less than three months.

Equalized Billing.

CoServ offers to its eligible customers a payment plan that allows them to pay an average bill each month. Eligibility requirements include six months of payment history with CoServ with no late payments and a zero balance. You will pay the average amount each month and will be required to bring your account to a zero balance at a designated time. Your account will be reevaluated and a new equalized amount will be established each June. Enrollment in Equalized Billing is limited to July, August and September.

Automatic Bank Draft.

The bank draft allows for payment of your bill to be automatically drafted from your checking account. Each month we will send you a bill that will show the date and the amount that will be drafted from your account. Your bank statement will reference Denton County Electric Cooperative as the payee.

Bill Matrix.

You may pay your bill by telephone at 800-807-3891 or online 24 hours a day, 7 days a week. We accept Visa or MasterCard credit or debit card and electronic check. Your bank or credit card statement will reference Denton County Electric Cooperative as the payee.

Night Drop.

Our night drop is located in the front parking lot of our office, located at 7701 S Stemmons, Corinth, Texas. Payments dropped after 7:30 a.m. will be posted by noon the following business day. For immediate credit, payment can be made to our cashiers during business hours.

We recommend you call CoServ if you plan to be gone for an extended period of time and will miss one or more billing dates. Arrangements can be made to pay an average bill amount for each month that you are away. This will help avoid unnecessary termination of your service. Your current bill must be paid in order to be eligible for this option.

Please follow this link for a list of agencies providing financial assistance.

Contact the Customer Service Department if a resident on the premises requires gas service to maintain life. Your account will be coded as "critical", making our service technicians aware of the medical need in outage situations. Documentation from your physician will be required to support the medical need.

Customer Yardlines

CoServ maintains the gas piping in your yard up to the point it reaches your gas meter. If your meter is mounted away from your house, the pipe between the meter and your house is your responsibility. It is polyethylene, and while not subject to corrosion, could be subject to leakage. You are responsible for periodically inspecting it for leaks and repairing it if necessary. It can be cut or damaged by excavation, so you must locate it before digging, by calling 800-DIG TESS.

Excess Flow Valves

Excess flow valves are safety devices that will shut off the gas flowing through your service line if the line is cut or damaged. Generally, CoServ has installed a valve on the line that serves each customer, at no extra charge. In the unlikely event that a valve is not installed, CoServ will install one on your line upon your request, and we will bill you for our costs for labor and materials. You may also incur maintenance expenses at a later date, but unfortunately we are not able to estimate how much, if any, those expenses might be.

Reporting Emergencies: What do I do if I smell gas?

Extinguish all open flames in the area.
Do not operate electrical switches, telephones or appliances.
Do not operate vehicles in the area.
Leave the house and walk to a neighbor's and call CoServ's 24-Hour Emergency Number 940-321-7800 or 1-800-274-4014.

When the operator comes on the line, be prepared to tell him/her the nature of the emergency, the location of the emergency and your name and location.


Call Before You Dig

Planting a tree, building a pool? If you are planning to dig deeper than 16 inches with machine powered equipment, state law requires you to call the DIG TESS One-Call Notification Center at 1-800-344-8377 (1-800-DIG TESS), two working days before you start your project. The Texas Excavation Safety System (TESS) is a non-profit corporation, managed by a Board of Directors elected from the member companies. Their mission is to provide total damage prevention solutions for their customers, to promote public safety and protect the environment. DIG TESS is a free service to you. They will ask you questions about the type of work you are going to do, how deep you are going to dig, and the type of equipment you are going to use to complete your project. They will give you a reference number - keep it. DIG TESS will notify most of the utilities that serve your home. An exception would be municipal lines, such as water and sewer. You will need to notify them directly. The utilities will send representatives to your address and they will mark the grass and concrete around your home showing where the utility lines are located using flags and paint. Once you know the location of these lines, please dig with care.

All information required by CoServ to establish your account is kept completely confidential and is never given or sold for any reason (exceptions made as required by regulatory authorities or by valid subpoena). CoServ has the right to request personal information in order to verify the identity of the caller requesting account information.

Should you register a complaint with CoServ that is not handled to your satisfaction, you may request a review by your local city government. If you live outside the city limits, contact:

Railroad Commission of Texas
Attention: Gas Utilities Division
PO Box 12967
Austin, Texas 78711-2967

Our service rules and applicable tariffs are available at no charge upon request. Contact Customer Service at 940-321-7800 or 1-800-274-4014 to request a copy.