Reliant Customer Care: A Practical, Expert Guide

What Reliant Customer Care Covers—and Who They Are

Reliant is one of Texas’s largest retail electric providers, serving residential and commercial customers in deregulated areas across the state. The brand’s retail business was acquired by NRG Energy in 2009, and today it operates under NRG’s umbrella while maintaining dedicated Texas-focused support. If you see “Reliant” on your electric bill but a separate Transmission and Distribution Utility (TDU) name for delivery, that’s normal: Reliant sells the plan and handles billing; the local TDU maintains the poles and wires.

Customer care can help with plan selection and renewals, billing questions, payment arrangements, move-in and move-out orders, adding or removing authorized users, and account security. They can also explain usage data (including smart meter intervals), price changes at renewal, contract terms, and early termination fees. Importantly, they coordinate with your TDU for service orders but do not repair outages themselves; those go through your TDU. Understanding this split saves time when you’re deciding whom to call.

How to Reach Reliant Customer Care Quickly

For most account issues—billing, plan changes, move-ins, or payment plans—calling is the fastest route. The primary customer care phone number published by Reliant is 1-866-222-7100. Have your account number (from a bill or your My Reliant profile), service address ZIP code, and the last four digits of the account holder’s ID ready to speed verification. If you’re moving, also have your preferred service start or stop date and any gate codes for the meter location.

Digital options are robust. You can log in to My Reliant at reliant.com to view usage by day or hour, download bills, enroll in AutoPay, or request a payment extension. Mobile users can search “My Reliant” in the Apple App Store or Google Play for the same functions, including notifications for due dates and high-usage alerts. For in-person corporate correspondence (not a walk-in payment center), Reliant’s Houston office is located in the NRG Tower at 910 Louisiana St., Houston, TX 77002. For the latest contact methods, hours, and chat, visit reliant.com/contact-us.

• Primary customer care: 1-866-222-7100 (have account info and service address ready)
• Web and app self-service: reliant.com (search “My Reliant” in app stores for mobile access)
• Corporate office: NRG Tower, 910 Louisiana St., Houston, TX 77002 (not a payment center)
• Official resources and live chat: reliant.com/contact-us

Outages and Emergencies (Call Your TDU, Not Reliant)

In Texas, your TDU (the company that owns the lines in your area) is responsible for outages, downed lines, and meter issues. Calling Reliant for an outage will add a handoff step; it’s faster to contact your TDU directly. You can still notify Reliant if you need help reading your bill during an outage period or want to set up payment adjustments; however, reporting and restoration flow through the TDU.

Keep your TDU’s outage number in your phone. If you’re not sure which TDU serves your address, check the “Delivery Charges” section of your bill or the outage map links below. Always treat downed lines as live and call 911 for immediate danger.

• CenterPoint Energy (Houston area): 800-332-7143; outage map: centerpointenergy.com/outage
• Oncor Electric Delivery (Dallas/Fort Worth and more): 888-313-4747; outage map: stormcenter.oncor.com
• AEP Texas (South/West Texas): 866-223-8508; outage map: outagemap.aeptexas.com
• Texas-New Mexico Power (various communities): 888-866-7456; outage map: tnmp.com/outages

Billing, Payments, Deposits, and Fees

You can pay online via My Reliant, set up AutoPay with a bank account or card, mail a check (use the remittance address shown on your bill), or pay at participating in-person agents such as certain grocery or convenience stores. Third-party locations may charge a separate service fee; confirm the fee at the counter before paying and keep the receipt until the payment posts. If your bank returns a payment, contact Reliant promptly to avoid a disconnection notice.

Under Texas rules, a residential late fee is capped at 5% of the past-due amount. Before a disconnection for non-payment, you must receive a written disconnection notice that provides at least 10 days from the date the notice is issued. If you pay the full past-due amount before the disconnection date or enter an approved payment arrangement, the disconnection should be canceled. Reconnection times after payment depend on when the TDU receives the reconnect order, but standard reconnects are typically completed by the end of the next business day.

Deposits may be requested based on credit screening but can be waived or refunded if you qualify—examples include providing a “Letter of Credit” from a prior Texas REP showing a good payment history, proof of age 65+ with no past-due balance, or proof of low-income assistance eligibility. Deposits earn interest at a rate set annually by the Public Utility Commission of Texas (PUCT) and are generally returned after 12 months of good payment history or when the account closes with no balance due.

Moving, Starting, or Stopping Service

For a move-in (new service), start early when possible: have your service address, start date, and any building access notes ready. Same-day or next-day move-ins may be available in many areas for an additional TDU fee; availability depends on your TDU’s scheduling windows and cutoffs. If a deposit is required, paying it promptly helps prevent delays. You’ll receive a confirmation number when the service order is submitted—save it in case you need to check status.

For a move-out (stop service), schedule your stop date and provide a forwarding address for the final bill. If you’re under a contract and moving to a non-Reliant service area, early termination fees are typically waived with proof of move (e.g., lease or closing documents). If you’re moving within Reliant’s service footprint, you can transfer your plan to the new address; confirm whether plan pricing or TDU charges will differ at the new location.

Assistance Programs and Payment Plans

If you’re struggling to pay, contact Reliant before the bill’s due date to ask about a Deferred Payment Plan or a short-term Payment Extension. During extreme weather or declared emergencies, additional options may be available under PUCT rules. Customers with qualified medical conditions that require electricity for life-sustaining equipment should register with their TDU’s Critical Care or Chronic Condition program; registration requires physician certification and may provide additional protections.

For bill-payment assistance, start with 2-1-1 Texas (dial 2-1-1 or visit 211texas.org) to find local agencies administering LIHEAP/CEAP funds and other aid. Assistance availability changes by county and funding cycles, so apply early each season. Reliant can also direct you to partner programs or apply pledged assistance from approved agencies to your account once the pledge is received.

Disputes, Complaints, and Escalation

Begin by contacting Reliant customer care with your account number, disputed charges, dates, and any supporting documents (screenshots of your plan rate, emails, or usage data). Ask for a case number and the expected resolution time. If the issue involves a meter read or a switch you didn’t authorize, customer care will coordinate with the TDU and, if needed, request a meter reread or a switch-hold investigation.

If you cannot resolve the issue with Reliant, you may file a complaint with the Public Utility Commission of Texas (PUCT). The PUCT Customer Protection Division can be reached at 1-888-782-8477 or online at puc.texas.gov/complaints. Provide your Reliant case number, dates, amounts, and copies of any notices. REPs must respond to PUCT complaint inquiries within prescribed timelines, and you’ll receive updates from the PUCT until the case closes.

Know your switching rights: you can change providers without an early termination fee within 14 days of your contract end date, and you generally have a 3-business-day right of rescission after receiving your Terms of Service for most enrollments (especially door-to-door). Always keep written confirmations and note dates to protect those rights.

Security, Scams, and Identity Protection

Common scams include callers demanding immediate payment by gift card or wire transfer and threatening same-day disconnection. Reliant does not require payment by gift card. If you receive a suspicious call, hang up and call 1-866-222-7100 or use the number shown on reliant.com to verify your account status. For door-to-door sales, ask to see the agent’s photo ID and company badge, and never share full Social Security numbers at the door; you can enroll directly on reliant.com if you prefer.

Protect your online account by using strong, unique passwords and enabling available alerts for due dates, high usage, and profile changes. If you suspect identity theft or an unauthorized switch, notify Reliant immediately and request a “switch-hold” while the issue is investigated. You can also place fraud alerts with the major credit bureaus and report incidents to the PUCT and the FTC at identitytheft.gov.