Customer Care Frequently Asked Questions

Texas FAQs
Pennsylvania FAQs

Texas Frequently Asked Questions

• Who is Champion Energy?
• What is deregulation?
• What happens if I have an emergency or power outage?
• What happens if I switch to a new provider and that provider leaves the market?
• Do I need to contact my current provider when switching?
• How do I know if I am in a deregulated part of the state and eligible to choose a Retail Electric Provider?
• Can you tell me about environmentally friendly or green electricity?
• Is there a chance I will lose power when I switch to Champion Energy?
• Will I still get the same reliable electric service to my home or small business?
• What is a REP?
• How long does the switch take?
• How can Champion Energy offer lower rates than many of its competitors?
• What will I pay per kilowatt hour (kWh) of electricity based on 1,000 kWh of average monthly usage?
• Does this average cents per kWh rate include everything, including the electricity cost, the transmission and distribution charges, fuel charges, the monthly customer charge and other fees?
• Will a deposit be required for me to sign up?
• Will you check my credit when I sign up?
• What customers does Champion Energy serve?
• Is this offer a fixed rate offer or a variable rate offer? If it is a variable rate offer, how can it change and how do I find out when the rate will change?
• What are my payment options?
• What if I miss a payment or am late on a payment?
• What happens when my contract period expires?
• Is there a contract involved?
• Is there a penalty if I break my contract with Champion Energy?
• How do I apply for a job with Champion Energy?
• Can I change my payment due date?
• Can I change the date my meter is read?
• How much is the late payment fee?
• How do I sign up to receive my bills by e-mail?
• How can I change my account information?
• Do you charge a fee to switch from my current provider to Champion Energy?

Who is Champion Energy?
Houston-based Champion Energy Services is a top-ranked U.S. retail electricity provider. Champion Energy currently serves residential, commercial and industrial customers in deregulated electric energy markets in Texas, Illinois, Pennsylvania and Ohio and is slated to enter the New Jersey and California markets in 2010.

What is deregulation and how does it benefit consumers?
In Texas, there used to be only one choice for electricity based on where you live. If you wanted electricity, you had to buy from the local utility. Everything changed in 2002, when a new state law broke apart the old monopolies and separated the delivery of electricity from the electricity itself. Now, in much of the state, one company reads the meters and maintains the poles and wires that deliver the electricity and many companies now compete to sell the electricity that runs over the poles and wires. As a result, Texas consumers benefit from competitive rates, more product options and greater service levels.

What happens if I have an emergency or power outage?
Contacting your local transmission and distribution utility (TDU), also known as a transmission and distribution service provider (TDSP) company, is the fastest way to get a response to an emergency or power outage situation because, regardless of which Retail Electric Provider you choose, your TDU is responsible for the maintenance and repair of the equipment designed to flow power to your service location. Please check your bill for the TDU that covers your area. The TDU contact numbers are listed below for your reference:

TDU Service Area Emergency Service:

• CenterPoint Energy (Houston and surrounding areas): 800.332.7143
• Oncor (North and West Texas, including DFW): 888.313.4747 or 888.313.6862
• AEP —CP&L/WTU (Central, South and West Texas): 866.223-8508 or 877.373.4858
• Texas New Mexico Power (S. Central Coast, Far West and North Texas): 888.866.7456

What happens if I switch to a new provider and that provider leaves the market?
If your provider leaves the market for any reason, your service will be transferred to an alternative provider with no loss of service. The PUCT (Public Utility Commission of Texas) seeks to make the transition to and from the alternative provider as seamless as possible. Notification of any such change in provider status is automatically generated and forwarded to the customer so you can take action and choose a new provider.

Do I need to contact my current provider when switching?
When you switch to Champion Energy, we send an electronic notice through ERCOT to your former electricity provider. However, we suggest that you refer back to your current provider's Terms of Service to see if anything specific is required from you, including whether you are subject to an early termination fee.

How do I know if I am in a deregulated part of the state and eligible to choose a Retail Electric Provider?
Contact us at info@championenergyservices.com, visit www.powertochoose.com or call 1.866.PWR.4.TEX.

Can you tell me about environmentally friendly or green electricity?
Champion Energy makes it easy for consumers, like you, to make a positive difference for our environment, and we currently offer two 100% renewable energy plans: Green Power-6 and Green Power-12.

Is there a chance I will lose power when I switch to Champion Energy?
No. There will be no interruption of service when you switch to Champion Energy.

Will I still get the same electric service to my home or small business?
Yes. Your local TDU will still deliver the electricity to your home or business and read your meter each month. Nothing changes at your home or business. Existing power lines and meters will stay in place and continue to be maintained by the TDU. The TDU simply sends us your meter readings so we know how to bill you for service.

What is a REP?
A Retail Electric Provider (REP) is a company registered with the state through the Public Utilities Commission (PUC) to sell energy directly to the public.

How long does the switch take?
Switching to Champion Energy is fast and easy. A standard switch is completed in 7 days or less. You can request a specific date for your switch to take place when you enroll through our website; the TDU does charge an administrative fee for that, although Champion Energy does not. The specific charge is presented to you when you select the date. You can also request same-day or next-day switch by contacting our customer care department, which also carries a fee from the TDU but without any additional fee from Champion Energy.

How can Champion Energy offer lower rates than many of its competitors?
Champion Energy maintains a very low cost structure, we actively manage our supply position, and we negotiate the purchase of wholesale power from electricity wholesalers at very reasonable prices. As such, Champion Energy can offer exceptionally competitive rates.

What will I pay per kilowatt hour (kWh) of electricity based on 1,000 kWh of average monthly usage?
Please refer to the Electricity Facts Label (EFL) for your particular plan. The EFL can be seen under the ‘details’ option next to the product name on our website and includes the average rate at 500 kWh, 1000 kWh and 2000 kWh. The average cents per kWh at 1000 includes all of the regular charges you receive each month averaged over 1000 kWh of electricity usage. Your actual average cents per kWh will vary from the amounts listed on the EFL based on the amount of electricity you use each month.

Does this average cents per kWh rate include everything, including the electricity cost, the transmission and distribution charges, fuel charges, the monthly customer charge and other fees?
The average cents per kWh rate includes the energy charge, transmission and distribution charges, PUC assessment (a tax charged to all customers, regardless of where you live) and any base charge, if applicable. Monthly service fees, if any, will be noted on your Terms of Service or Electricity Facts Label (EFL). The average rate does not include taxes that are based on where you live, such as city tax or gross receipts tax. The calculation of the "average cents per kWh" is regulated by the PUCT.

Will a deposit be required for me to sign up?
Customers are required to demonstrate satisfactory credit in order to waive a deposit. Satisfactory credit can be demonstrated through a credit check or through proof of good payment history (no more than one late payment to your current electricity provider in the last 12 months). Certain individuals are eligible for deposit waivers based on protected status (such as victims of family violence, elderly with good payment history). Please contact our customer care department for more information.

Will you check my credit when I sign up?
Yes. Champion Energy will perform a credit check to determine if a deposit is required. If you apply on-line and a deposit is required, we will notify you at the e-mail address or mailing address you provide during the enrollment process.

What customers does Champion Energy serve?
We are currently serving both residential and commercial customers in Texas and Pennsylvania, and commercial customers in Illinois and Ohio.

Is this offer a fixed-rate offer or a variable-rate offer?
There are three types of residential product offers: fixed, index and variable. Champion Energy currently only offers fixed and index service plans. New customers can choose from a variety of contract term lengths for fixed electricity plans. Under a fixed plan, the electricity rate does not change for the term of the contract, subject only to certain changes that could come from legal or regulatory changes. When your contract expires, your service continues on a month-to-month default service plan if you do not select a new contract plan. Our current default service plan is an index plan based on the ERCOT published market clearing price of energy or MCPE plus an adder. You can view the current MCPE rates on the ERCOT website hourly (published every 15 minutes), and you will also see rate fluctuations on your invoices. Please note that published MCPE prices do not reflect individual dwelling usage profiles.

What are my payment options?

• Pay By Credit Card, ATM/Debit Card or Electronic Check on-line or through our toll-free Direct Payment Line at 866.680.5502 for a service fee of $3.95.
• Automatic Bill Payments are fast and easy to schedule so that monthly payments are deducted automatically from your checking or savings account through Champion Energy’s secure online account management tool.
• Payments can be mailed to Champion Energy Services, P.O. Box 4190, Houston, Texas 77210-4190.
• Pay in person at ACE Cash Express across Texas, the locations of which are listed at www.acecashexpress.com. Please note that ACE will charge you a $2.00 fee for all cash payments and an additional $3.00 fee if you use a debit card.

What if I miss a payment or am late on a payment?
If your payment does not post by the due date, a disconnection notice will be sent to you, and you will have 10 days to process payment before your account is subject to disconnection for non-payment.

What happens when my contract period expires?
When your contract expires, your service will not be terminated automatically. You have the choice to enter into another fixed-rate contract at current rates, or the account will go into month-to-month status with the current default rate, in accordance with your terms of service.

Is there a contract involved?
If you choose one of our fixed-rate plans, the terms vary in duration, which are typically between 6 and 24 months. From time to time, we may also offer month-to-month plans.

Is there a penalty if I break my contract with Champion Energy?
If you close your account with Champion Energy or switch to another electricity provider before your contract ends, you may be subject to an early termination fee, in accordance with your Electricity Facts Label (EFL). Please see your Terms of Service and EFL for additional details.

How do I apply for a job with Champion Energy?
If you are interested in joining our team, please visit the careers section of our web site at http://www.championenergyservices.com/career-opportunities/.

Can I change my payment due date?
No.

Can I change the date my meter is read?
The changing of meter read dates is typically reserved for larger commercial users and is not allowed by residential customers.

How much is the late payment fee?
Late, delinquent or past due balances will result in a late payment penalty equal to 5% of the month’s past due amount, less any charges for which you have already been assessed a late fee.

How do I sign up to receive my bills by e-mail?
Sign up for e-bills by contacting us at 877.653.5090 or support@championenergyservices.com.

How can I change my account information?
Call our customer care department or download our Customer Change Form and return it to us by fax, e-mail or mail.

Do you charge a fee to switch from my current provider to Champion Energy?
Champion Energy does not charge any switching charges. The TDU may charge a fee if you request a particular day for your service to start or if you need expedited service. You will be informed of those charges if you request such service.

Pennsylvania Frequently Asked Questions

NOTE: The following Pennsylvania FAQs are for residential customers in the PPL Electric Utilities market, unless otherwise specified.

• Who is Champion Energy?
• What markets does Champion Energy serve in Pennsylvania?
• Is my price per kWh fixed for the term of my agreement?
• How can Champion Energy offer lower rates than many of its competitors?
• What is included in my price per kWh?
• Does Champion Energy offer renewable energy?
• How long does a switch to Champion Energy take?
• Do I need to contact my current provider when switching?
• What happens at the end of my agreement?
• Is there an early cancellation penalty?
• What happens if I move?
• Does Champion Energy offer budget billing?
• Where do I send my payment?
• Who do I call if I have a question about my total bill?
• Who do I call if I have a question about my contract?
• Can I change my payment due date?
• What are my payment options?
• Do I have to pay a fee if my payment is late?
• Can I choose when my meter is read?
• What if I cannot pay my bill?
• How do I report an outage? Who do I contact in the case of an emergency?
• How do I know if I am in a deregulated part of Pennsylvania and eligible to choose an Electricity Generation Supplier?

Who is Champion Energy?
Champion Energy Services is a top-ranked U.S. retail electricity provider. Champion Energy currently serves residential, commercial and industrial customers in deregulated electric energy markets in Texas, Illinois, Pennsylvania and Ohio and is slated to enter the New Jersey and California markets in 2010.

What markets does Champion Energy serve in Pennsylvania?
Champion Energy serves the PPL Electric Utilities market for residential customers. We also serve commercial and industrial clients in the Allegheny Power, Duquesne Light Company, Met-Ed, PECO, Penelec, Penn Power and PPL Electric Utilities markets.

Is my price per kWh fixed for the term of my agreement?
Yes. The rate for your Electricity Generation Supply is fixed for the term of your agreement on all of our guaranteed fixed-rate plans.

How can Champion Energy offer lower rates than many of its competitors?
Champion Energy maintains a very low cost structure, we actively manage our supply position, and we negotiate the purchase of wholesale power from electricity wholesalers at very reasonable prices. As such, Champion Energy can offer exceptionally competitive rates.

What is included in my price per kWh?
Your price includes electric generation service, transmission and gross receipts tax recovery fee of 6.27%. It does not include charges from your electric distribution company or state and local sales taxes.

Does Champion Energy offer renewable energy?
Yes. Champion Energy offers several 100% renewable wind energy products. Check our rates page for additional information on these products.

How long does the switch to Champion Energy take?
In the PPL market area, your switch to Champion Energy as your Electric Generation Supplier will occur on your next available meter read, as long as your request to switch occurs 16 calendar days prior to your next meter read. If you request your switch within 16 days of your next meter read, the switch occurs on the following month’s bill.

Do I need to contact my current provider when switching?
We will notify PPL that you have chosen to switch your Electricity Generation Services to Champion Energy, and PPL will notify your current provider if you are already served by another EGS. We also suggest that you refer back to your current EGS’ Terms of Service to see if anything specific is required from you. You may incur an early cancellation fee if you switch prior to the end of your contract term.

What happens at the end of my agreement?
Champion Energy will provide you with two notices to alert you to the upcoming end date of your current agreement, at which time we will advise you of your plan alternatives, whether month to month, a fixed-rate product or the opportunity to return to the electric utility.

Is there an early cancellation penalty?
If your circumstances change and you must cancel your contract, please call our customer care toll-free at 1.877.653.5090. There is a nominal early cancellation fee of $10 per month remaining in your agreement for cancellation of an agreement before the end of the contract term.

What happens if I move?
If you move, your agreement with Champion Energy is cancelled. However, we understand that things change, and Champion Energy will waive the early cancellation fee if you are moving. In the event of a move, PPL Electric Utilities will notify us. You must establish service in your new home with PPL prior to switching back to Champion Energy. Once you have your new account number, please call us toll-free at 1.877.404.0842 to re-enroll with Champion Energy.

Does Champion Energy offer budget billing?
Champion Energy supports budget billing for its residential customers in the PPL Electric Utilities market. Contact PPL to determine if you are eligible to participate in its budget billing program; PPL will notify Champion Energy Services of your budget billing status. We’ll then calculate your average monthly bill amount based on your historical usage and agreement rate. Each month you will pay an energy generation services charge based on this calculated average. Once per year (or earlier, if you terminate your agreement with us prior to the end of the agreement term), we will calculate a “true-up” fee – a credit to your account or an amount due – representing the actual amount of energy used during the budget billing period, and you are responsible for full payment for all energy used. Budget billing simply allows you to spread the amount due over the year vs. experiencing fluctuations in your monthly amount due.

Where do I send my payments?
All payments should be made directly to your local utility by following the instructions on your bill.

Who do I call if I have a question about my total bill?
If you have a question about the amount due, contact PPL Electric Utilities at 1.800.342.5775. If you have a question about the electricity generation supply portion of the bill from Champion Energy, contact us at 1.877.404.0842 or info@championenergyservices.com

Who do I call if I have a question about my contract?
If you have a question about your electricity generation supply contract with Champion Energy Services, contact us 7 days a week, 24 hours a day at 1.877.404.0842 or info@championenergyservices.com

Can I change my payment due date?
In Pennsylvania, the utility issues residential electrical bills and sets payment due dates. Contact your local utility to discuss residential payment due date programs that may be available.

What are my payment options?
Your local utility issues residential electrical bills and handles collections. Contact your local utility to discuss residential payment option programs.

Do I pay a fee if my payment is late?
Since your local utility issues residential electrical bills and oversees collections, your local utility also establishes the policy about late payments and can provide you with that information.

Can I choose when my meter is read?
Contact your local utility, which reads the meter, to discuss whether you can select your meter read date.

What if I cannot pay my bill?
PPL Electric Utilities handles all billing and collections. If you cannot pay your bill, please contact PPL directly to discuss payment alternatives

How do I report an outage or electricity emergency?
Contact your local utility at the number on your electricity bill. PPL Electric Utilities can be reached at 1.800.342.5775.

How do I know if I am in a deregulated part of Pennsylvania and eligible to choose an Electricity Generation Supplier?
Contact us at info@championenergyservices.com, visit the enrollment section of our site and enter your zip code or visit the Pennsylvania Public Utility Commission’s Electric Choice site at www.PAPowerSwitch.com.