XOOM Energy Customer Care: A Complete, Practical Guide

Who XOOM Energy Is and What Customer Care Covers

XOOM Energy is a retail energy provider founded in 2011 and, since 2018, part of NRG Energy’s family of brands. It serves residential and small-business customers in deregulated markets across the United States (nearly 20 states plus the District of Columbia) and select Canadian provinces. As a retail provider, XOOM handles your supply rate, contract, billing, and customer service, while your local utility continues to maintain lines, read meters, and restore power after outages.

Customer care at XOOM centers on four core areas: account setup and verification, plan selection and renewals, billing and payments, and issue resolution (disputes, contract questions, and escalations). Understanding this split—XOOM for pricing and account questions, your utility for outages and infrastructure—will save you time and eliminate back-and-forth when you need help.

How to Reach XOOM Energy Customer Care Quickly

The most reliable starting point is the official website: https://xoomenergy.com. From there, use the Support or Contact sections to access phone options, secure messages, and—in many markets—live chat. If you already have an account, sign in to the MyXOOM portal via the site to view your contract, balance, payment history, renewal offers, and to open a support case that ties directly to your account number.

Because XOOM’s contact options and hours can vary by state and product, the contact information printed on your latest bill is authoritative for your account. Bills typically show: the customer care phone line for your market, the payment address, and any state-specific notices (for example, rescission rights and PUC complaint instructions). If you can’t locate a bill, the website’s Support page will route you to the right contact channel based on your service ZIP code.

What XOOM Customer Care Can and Cannot Do

Customer care can help you start, stop, or move service; explain your Energy Facts Label/Disclosure Statement; change your plan at renewal; fix billing mistakes; and set up payments (one-time or AutoPay). They can also apply deposit waivers if you qualify (for example, based on credit freeze, age 65+ in some markets, or documented victims of family violence—requirements are state-specific and documented in your Terms of Service).

Customer care cannot fix an outage, repair a meter, or schedule a meter read—that’s your local utility’s role. In an outage, contact your utility’s outage number shown on your bill; most utilities offer 24/7 automated reporting by phone or app, with estimated restoration times updated in real time. XOOM can, however, check on billing impacts from extended outages and help with payment arrangements if the outage affects your usage or due dates.

Billing, Payments, and Fees: What to Expect

Most XOOM residential plans are either fixed-rate (a cents-per-kWh price for a defined term like 12 or 24 months) or variable-rate month-to-month. Your total bill = supply charges (XOOM) + delivery charges (your utility). As a rough example only: at 1,000 kWh of usage, if your supply rate is 14.2¢/kWh, supply would be $142. If your utility’s delivery charges average $35–$55 for that usage band, your all-in bill before taxes would land around $177–$197. Actual delivery charges vary by utility and can include base fees, energy charges, and riders approved by your state regulator.

Late fees and deposits are regulated at the state level. Late fees for residential customers often fall between 1% and 5% of the past-due amount or a regulated flat fee. Deposits, when required, commonly range from 1–2 months of estimated usage; many states require deposit waivers for certain circumstances (for example, documented medical indigency, seniors, or military deployment). If you expect a late payment, call customer care early; payment arrangements are usually easier to approve before the due date than after a disconnect notice is issued.

Start, Stop, or Move Service: Timelines and Tips

New enrollments in markets with smart meters (for example, many Texas ERCOT areas) can activate in as little as 1–3 business days after identity verification and any required deposit is satisfied. In markets where switching occurs on the next meter-read cycle, expect 1–2 billing cycles (roughly 30–60 days) for the switch to complete unless you request an off-cycle read/turn-on (fees may apply via your utility). For moves, schedule at least 5–10 business days ahead to secure your preferred date and avoid weekend/holiday delays.

Stopping service typically requires 1–3 business days’ notice, with final billing issued after your final meter read posts. If you are under a fixed-term contract and moving to a non-service area, many states allow early termination fee waivers; customer care will ask for proof of move (for example, lease, deed, or utility confirmation at the new address). Keep copies of all confirmations—you’ll need them if you later dispute overlapping service dates.

Understanding Contracts, Renewals, and Early Termination

Fixed-rate contracts outline your price, term length, early termination fee (ETF) if any, and renewal process. XOOM generally sends renewal notices 30–45 days before term end. If you do nothing, your account may renew automatically on a default plan (often variable month-to-month). Monitoring renewal windows can save meaningful money: a swing of just 2.0¢/kWh at 1,000 kWh per month equals about $20/month (around $240/year).

Early termination fees differ by plan and state. Typical residential ETFs in the market range from $10–$20 per remaining month or a flat fee like $150–$295 for longer terms. Always confirm your exact ETF in your Energy Facts Label/Disclosure Statement. Many states also provide a rescission period after enrollment—commonly 3–7 business days from the date you receive the terms—during which you can cancel without penalty. Customer care can tell you the precise window for your jurisdiction.

Disputes and Escalations: How to Get a Fast, Documented Resolution

Start with XOOM customer care and ask for a written case number. Provide meter-read dates, kWh by month, photos or PDFs of bills, and any names/dates of prior conversations. Well-documented disputes (for example, “January usage billed at 1,476 kWh vs. historical winter average of 820 kWh; no occupancy or appliance changes”) are more likely to be credited quickly. Many investigations wrap up within one to two billing cycles; request interim payment arrangements to prevent late fees while the case is open.

If you need to escalate beyond frontline support, ask for a supervisor and request an “executive review” or “back-office billing audit.” If the outcome remains unsatisfactory and you believe the provider has not followed published terms or state rules, file a complaint with your state regulator. A nationwide directory of state utility commissions is maintained by NARUC at https://www.naruc.org/about-naruc/regulatory-commissions. As one example, Texas residential customers can contact the Public Utility Commission of Texas Consumer Protection Division at 1-888-782-8477 or via https://www.puc.texas.gov/consumer/complaints/.

Outages, Reliability, and Your Utility vs. XOOM

Because XOOM is a retail provider, it does not maintain poles, wires, or meters and does not schedule field crews. Report outages directly to your local utility using the outage number on your bill or the utility’s outage map/app. Utilities typically offer text updates and estimated times of restoration; you can usually register these alerts in a minute or two with your service address and phone number.

After an extended outage, your delivery charges may show line-item adjustments reflecting tariff rules (for example, storm riders). Supply charges are based on kWh consumption; if your meter recorded near-zero usage during a prolonged outage, your XOOM energy charge should be proportionately low. If you see irregular usage for an outage period, open a billing review with XOOM and request a meter data check against your utility’s interval data.

Make Every Call Count: Preparation and Pro Tips

• Have ready: your XOOM account number, service address, the last 4 digits of the account holder’s ID, and a clear statement of your goal (for example, “renew fixed at 12 months” or “open dispute for February bill”).
• Document: date/time, agent name or ID, and the case number. Save PDFs of bills and any emails. If you chat online, download the transcript immediately after the session.
• Do the math: know your average monthly kWh (for example, 750 in spring/fall, 1,200 in summer). A 1.5¢/kWh difference at 1,200 kWh equals $18/month—use that to compare renewal options.
• Timing: enroll or renew 2–4 weeks before your term ends; schedule moves 5–10 business days ahead; request payment arrangements before your due date.
• Assistance: if money is tight, ask about payment plans and check LIHEAP at https://energyhelp.us for income-based assistance in your state.

Where to Find the Most Accurate, Current Information

Use your latest XOOM bill for account-specific phone numbers, payment addresses, and market notices. The website at https://xoomenergy.com provides current plan disclosures, MyXOOM account access, and state-by-state customer support routing. Because rates, fees, and consumer protections are governed by state rules that change over time, your Energy Facts Label/Disclosure Statement and Terms of Service are the controlling documents for your plan.

If you’re comparing options, record your last 12 months of kWh usage and request quotes referencing those exact numbers. Price per kWh often varies by usage tier (for example, 500/1,000/2,000 kWh bands). Matching offers to your real usage profile is the most reliable way to lower your annual cost without surprises.

Is Entergy 24 hour customer service?

Report an outage or emergency – Representatives are available 24 hours a day, 7 days a week. Residential Customer Service – Monday through Friday 7 a.m. to 7 p.m. Business Customer Service – Monday through Friday 8 a.m. to 5 p.m.

What is XOOM Energy California?

Since 2011, XOOM Energy has been providing natural gas supply to residential consumers in California that are serviced by Pacific Gas & Electric, San Diego Gas & Electric and SoCal Gas.

Is XOOM Energy reputable?

XOOM Energy LLC is BBB Accredited.

How do I contact Xoom customer service?

Xoom, a PayPal Service. We guarantee that your reload will go through or we’ll refund your transaction in full. If your phone was not reloaded, call us at (877) 815-1531 anytime. We’re here to help.