CoServ Customer Care: An Expert, Practical Guide to Getting Answers Fast

Who CoServ Serves and what Customer Care Covers

CoServ is a North Texas cooperative utility that provides electric service across fast-growing communities in and around Denton, Collin, Tarrant, and neighboring counties. Many members also receive natural gas service through CoServ’s affiliated gas utility. Because it is a cooperative, CoServ is owned by its members; that typically means customer care focuses on reliability, safety, and long-term cost control rather than short-term profits.

Customer care for CoServ broadly supports six areas: outages and safety, billing and payments, new service (start/stop/transfer), construction and service design for builders, energy efficiency and programs, and account changes (name, contact, mailing address, and medical needs flags). If you’re not sure which category your issue falls under, start with the main contact options on coserv.com and use the topic selector to route your request correctly.

How to Reach CoServ Customer Care (and When)

The fastest way to self-serve is the online account portal (often called “MyCoServ” on coserv.com). From there you can view bills, set up AutoPay, enroll in paperless billing, request a payment extension, and submit service requests without waiting on hold. For issues that require a human—complex billing questions, deposit reviews, meter investigations, or construction timelines—use the phone number and hours posted on the Contact Us page at https://www.coserv.com.

Utility call volumes surge on Monday mornings, during extreme weather, and right after holidays. If your issue is not urgent, calling midweek during mid-morning or mid-afternoon typically reduces wait times. Always confirm current hours on CoServ’s website; outage reporting and emergencies are supported 24/7, but general customer care hours are usually limited to business days.

• Have ready: your CoServ account number, the service address, a best contact number, and a concise description of the issue (dates, bill amounts, error messages).
• If reporting a field issue: photos or short video (e.g., meter display codes, damaged equipment), nearby cross streets or pole/meter number, and safe access notes (locked gate, pets).
• For business accounts: your EIN and authorized contact on file; for property managers: unit numbers and proof of authorization.

Outages and Emergencies (Electric and Gas)

For any life-threatening situation, downed power lines, arcing equipment, or the smell of natural gas, leave the area immediately and call 911 before you contact the utility. Do not touch or drive over downed lines; keep others at least 35 feet (about 10 meters) away. If you smell gas, avoid switches and electronics; from a safe location, contact emergency services, then use the outage/emergency channel on CoServ’s site to alert the utility.

For non-hazardous outages, check CoServ’s outage map on https://www.coserv.com to see if your address is part of a known event. Smart (AMI) meters can often signal outages automatically, but it still helps to report if your meter shows activity while you have no power, or if neighbors’ power status differs. Restoration priorities typically begin with public safety, circuits serving critical infrastructure (hospitals, public safety, water/wastewater), then largest outages first, and finally individual or small tap lines; crews may need multiple trips for damage assessment, isolation, and final repairs.

Billing, Rates, and Payment Options

Most cooperative residential electric bills have two parts: a fixed base/customer charge that helps cover poles, wires, metering, and service operations, and a volumetric energy charge based on kilowatt-hours (kWh) used. Many co-ops also include a power cost adjustment that can change month to month with wholesale market conditions. Gas bills similarly include a fixed charge plus a volumetric charge (often per Ccf or therm). Always reference the rate schedule printed on your bill or posted on coserv.com for specifics.

Example calculation to sanity-check your bill (illustrative only, not CoServ’s actual rates): if your plan shows a $12 base charge and $0.120 per kWh, then 1,000 kWh in a month would be approximately $12 + (1,000 × $0.120) = $132 before taxes and adjustments. Compare that to the “kWh this month” on your bill. If your bill seems high, compare to the same month last year and check degree days or run-time data in the portal if interval data (e.g., 15-minute reads) is available.

Payment options typically include AutoPay via bank draft or card, one-time online payments, mailed checks using the remittance address on your bill, and in-person at authorized locations listed on CoServ’s website. If you need a few extra days, request a payment arrangement through the portal as early as possible; approvals are easier when your account is still current and you have a clear plan for the next due date. For utility assistance, dial 2-1-1 or visit https://www.211texas.org to find local agencies that partner with utilities in North Texas.

Starting, Stopping, or Transferring Service

Starting service generally requires identity verification (government-issued ID), your Social Security number or EIN for businesses, the service address and move-in date, and consent to a soft credit check. Deposits, if required, are typically based on credit results or a recent letter of credit from a prior utility; details vary, so follow the prompts on CoServ’s start-service workflow on https://www.coserv.com. Smart meters can often be connected remotely the same day if the order is submitted before the daily cutoff; field visits may be needed for new construction or safety checks.

To stop or transfer service, submit your request at least 1–3 business days before the target date to allow for final reading and billing. If you’re a landlord or property manager, ask about “continuous service agreements” to keep power on between tenants. For new builds, CoServ’s construction and service design teams will advise on load letters, site plans, meter locations, trenching, and lead times; call before you dig—reach Texas 811 at https://www.texas811.org or by dialing 8-1-1 at least two business days before excavation.

• Checklist to avoid delays: government ID, lease or closing disclosure, correct service address (including unit/lot), access instructions (gate codes), and any HOA or inspector approvals required for meter sets.
• Builders: provide a one-line diagram for larger loads, panel schedules, and requested service size (e.g., 200A/400A), plus a realistic in-service date so material and crew scheduling can align.

Programs, Efficiency, and Special Designations

Cooperatives often offer energy-efficiency resources such as HVAC tune-up tips, seasonal weatherization guidance, and appliance or insulation rebates when available. Check coserv.com for any current rebate forms, deadlines, and required documentation (model numbers, AHRI certificates, invoices). Small operational changes—tightening attic access, sealing ducts, and programming thermostats—can reduce consumption by 5–15% seasonally without sacrificing comfort.

If someone at your service location relies on electrically powered medical equipment, notify CoServ customer care to ask about a medical or critical-care designation. This status can enable additional notifications and account notes, but it does not guarantee priority restoration or prevent outages; always maintain emergency backup plans. For gas customers, request a meter lock/key coordination if you need planned work by a licensed plumber so service can be shut off and restored safely.

Escalations, Documentation, and Regulatory Contacts

For complex issues, keep meticulous records. Note the date/time, representative’s name, and a case or ticket number for every interaction. If the first representative cannot resolve the matter, politely request an escalation to a supervisor or a specialist team (billing research, metering, engineering, or collections). Written submissions through the website’s secure form can help you attach bills, photos, or PDFs, and they create a paper trail with timestamps.

As a cooperative, CoServ is governed by an elected board. If you believe a policy has been misapplied, ask customer care how to submit a formal written complaint for internal review. For safety and certain regulatory topics, Texas agencies may have jurisdiction: the Public Utility Commission of Texas (https://www.puc.texas.gov) oversees electric reliability and consumer protections for many providers, and the Railroad Commission of Texas (https://www.rrc.texas.gov) oversees natural gas pipelines and safety. For excavation safety concerns, contact Texas 811; for immediate hazards, call 911.

Quick Links You’ll Actually Use

CoServ main site and account portal: https://www.coserv.com. For current phone numbers, lobby addresses, and business hours, use the Contact or Support pages on the site—contact options and hours can change with demand or weather events. Keep your email and mobile number up to date in the portal so outage and billing alerts reach you promptly.

If you need help paying a bill due to hardship, start with a payment arrangement through the portal, then call 2-1-1 or visit 211texas.org to locate assistance agencies. For digging or construction, request utility locates via 8-1-1 or texas811.org at least two business days before work begins to avoid service damage, injuries, and fines.

How do I find my CoServ account number?

Your account number is located in the upper right hand of your monthly bill statement.

Who owns CoServ Electric?

CoServ Electric is a cooperative owned and overseen by the North Texas customers we serve (known as “Members”).

Is CoServ a monopoly?

Navo alleges that CoServ’s monopoly stems from its status as the sole certificated provider in the region.

Is CoServ part of Ercot?

ERCOT is responsible for managing the electric grid by calling on power generators and ensuring grid stability. CoServ is an electric cooperative and local distribution utility that delivers electricity to homes and businesses. When ERCOT issues alerts for grid health, CoServ is required to follow ERCOT’s lead.