Green Mountain Customer Care: An Expert, Practical Guide

Who Green Mountain Energy Is and why Customer Care Matters

Green Mountain Energy is a U.S. retail electricity provider focused on renewable energy, founded in 1997 and acquired by NRG Energy in 2010. Today it serves residential and business customers in competitive power markets, with a large footprint in Texas and offerings in several other states. Its headquarters operations are based in Houston, Texas, and its customer care supports plan selection, billing, move-ins/move-outs, solar buyback programs, and energy usage tools.

Because Green Mountain Energy works in deregulated markets, customer care is your primary contact for account questions, plan changes, billing disputes, and move requests. For power outages and field issues, however, you’ll typically contact your local utility (also called a TDU or TDUC in Texas), not the retail provider. Knowing who to call—and when—saves time, avoids repeat calls, and speeds resolutions.

This guide explains how to reach Green Mountain Energy’s support channels, what information to have ready, how to handle moves and outages, options for billing/payment help, and how to escalate or file a formal complaint if required.

How to Reach Green Mountain Energy Customer Care

The fastest way to get individualized help is by phone. Green Mountain Energy’s main Customer Care line is 1-866-785-4668. Be prepared to verify the service address and the account holder’s full name for security. If you prefer digital channels, you can manage most needs through the “My Account” portal or mobile app and use web chat for plan and billing questions.

Online resources are the best place to confirm current hours and any specialized numbers (for business accounts, solar buyback, or new enrollments). Start at greenmountainenergy.com and follow Customer Service or Contact Us links. The mobile app (“Green Mountain Energy” on iOS and Android) supports secure payments, usage viewing, paperless billing enrollment, and plan documents, often eliminating the need to call.

If you’re comparison shopping plans or verifying contract terms, use the plan’s Electricity Facts Label (EFL) and Terms of Service in your online account or the enrollment flow. These documents list energy charges, base charges, early termination fees, renewable content, contract length, and bill credit thresholds with exact numbers, so you can avoid surprises on the first bill.

Billing, Payments, and Plan Changes

For billing or payment questions, have your account number (from your bill), service address, and recent payment confirmation numbers. Customer care can set up autopay, change due dates when eligible, or arrange a payment plan—note that arrangements are typically possible only before the disconnection timeline, and eligibility depends on account standing and prior arrangement history. If you’ve enrolled in paperless billing, verify that the email on file is current to avoid missed statements.

Plan changes mid-term can trigger an early termination fee (ETF) depending on your existing contract’s end date. Always check your EFL for the precise ETF amount and any acceptable change windows. If you’re within 14 days of your contract end date, many fixed-price plans allow a no-penalty switch to a new plan with the same provider. Customer care can confirm your contract anniversary and suggest available options, including 100% renewable fixed-rate plans and solar buyback offerings if you have rooftop PV.

If your bill seems high, ask customer care to walk through the bill line-by-line. In Texas, most bills include: energy charges (¢/kWh), a base charge (if applicable), and pass-through TDU delivery charges set by your local utility. Comparing your current bill to the prior year’s usage for the same month (if available in your portal) helps determine whether the change is driven by usage, rates, or TDU charge updates.

Move-Ins, Move-Outs, and Outages

For a move-in (new service), contact customer care with your full service address, preferred start date, and, in Texas, your ESI ID if you have it (you can obtain it from the prior occupant, the property manager, or the utility). Standard connections are often completed in 1–3 business days, while same-day service may be available in many areas for an additional utility fee if requested before the local utility’s cut-off time. For a move-out, schedule the stop date to avoid double billing if someone else is moving in after you.

Green Mountain Energy does not fix power lines or meters; your local utility handles outages and field work. Report outages directly to the utility so crews can be dispatched without delay. You can still notify Green Mountain Energy if a billing credit related to an extended outage is appropriate per your plan or local rules, but the first call for an outage should be to the utility.

• Oncor (North TX): Outages 888-313-4747; oncor.com
• CenterPoint Energy (Houston): Outages 713-207-2222; centerpointenergy.com
• AEP Texas (South/West TX): Outages 866-223-8508; aeptexas.com
• TNMP (Gulf Coast/West TX): Outages 888-866-7456; tnmp.com

If someone in your household relies on electrically powered medical equipment, ask customer care about Critical Care or Chronic Condition designations with your utility. This requires physician verification and is managed by the utility, but your retailer can guide you to the correct forms. Registering does not prevent outages, yet it can change notification and disconnection protections.

Escalations, Complaints, and Consumer Protections

Start escalation by asking for a case number and a supervisor callback from Green Mountain Energy if the first touchpoint does not resolve the issue. Keep copies of your EFL, Terms of Service, emails, chat transcripts, and payment confirmations. Document dates, times, and names of representatives you spoke with—those details speed investigation and resolution.

If you cannot resolve a dispute directly, Texas customers can contact the Public Utility Commission of Texas (PUCT) Customer Protection Division. Phone: 1-888-782-8477. TTY: 512-936-7136. Address: 1701 N. Congress Avenue, Austin, TX 78701. Online complaint form: puc.texas.gov/consumer/complaints. The PUCT will request your account number, service address, a summary of the issue, and supporting documents. Filing with the PUCT typically pauses certain adverse actions while the matter is reviewed.

For additional recourse, you can file a complaint with the Better Business Bureau (bbb.org) under Green Mountain Energy’s profile and include your case number. While BBB resolution is voluntary, many providers respond quickly to BBB submissions. If you’re outside Texas, check your state’s public utility commission website for the equivalent consumer assistance contact and complaint portal.

Pro Tips to Get Faster Resolutions and Avoid Fees

Have the right information before you call or chat. This prevents repeat contacts and shortens handle time. If you’re starting or stopping service around weekends or holidays, build in buffer days to account for utility schedules. When switching plans, always compare your current EFL against the new offer’s EFL on exact usage levels (e.g., 500, 1,000, and 2,000 kWh) because bill credits or tiered rates can dramatically change your effective price per kWh.

• Information to have ready: account number, service address, ESI ID (TX), meter number (if available), government ID for the account holder, and the last 4 digits of SSN for verification.
• For payments: last payment method, confirmation number, bank/issuer contact if a reversal occurred, and the exact past-due amount shown in the portal at the time you call.
• For moves: desired start/stop dates, proof of lease/closing (if requested), and property access details (gated communities, meter room access).

If you’re price-sensitive or your usage varies a lot, ask customer care about plans with bill credits that match your typical kWh range, or fully fixed plans with no bill credits. If you own solar, request current solar buyback plan pricing and caps in writing, and verify how excess credits are applied (same-bill offset, rollover rules, and whether credits expire annually). Finally, set up alerts in the app for bill-ready and high-usage notifications; customers who enable alerts and autopay often avoid late fees entirely and catch anomalies (like stuck thermostats or pool pump timers) before the bill closes.

Is Green Mountain Energy a real company?

It all started in Vermont in 1997. Our passion for protecting the environment led us to our mission: to inspire hope and motivate action through the use of clean energy. Today, as the longest-serving renewable energy retailer, we remain committed to sustainability every step of the way.

What is the phone number for Green Mountain?

1-866-785-4668
Yes. Green Mountain offers bill payment assistance, levelized payments (average billing) and payment arrangements. Please call us at 1-866-785-4668 for more detailed information.

How do I claim my Green Mountain Grill warranty?

To exercise your rights under this warranty, contact the dealer from whom you purchased it, or call us at 530-347-9167.

What happened to Green Mountain Energy?

In November 2010 Green Mountain Energy was acquired by NRG Energy for $350 million.