Frequently Asked Questions

Frequently Asked Questions

Find answers to common questions about your WTG Energy natural gas service, billing, and safety.

If you don’t see your question here, please contact your local customer service office for assistance.

Understanding Your Bill

What do the charges on my bill mean?

Your bill includes several components, such as Cost of Service, Cost of Gas, and Customer Charge. Each reflects the cost of delivering safe, reliable energy. Learn more on the Understanding My Bill section of the Billing & Payment page.

Why do I have to pay a Rate Case Surcharge?
The Rate Case Surcharge helps recover a portion of the costs related to a regulatory rate proceeding that determined WTG Energy’s approved rates.

When WTG Energy files a Statement of Intent to adjust rates, it triggers a formal review process involving state regulators and municipalities. During this process, all parties, including cities and WTG Energy, incur significant legal and administrative expenses. The Rate Case Surcharge allows for recovery of a portion of those shared costs across the service area.

These charges are temporary and approved by regulators to ensure transparency and compliance with state utility law.

Why is my bill higher than usual?
Bill fluctuations are most often caused by changes in usage or natural gas market prices. Compare your consumption to past months, and check the “Cost of Gas” line item for rate changes. If the reading seems incorrect, contact your local office to request a meter recheck.
Payment Options & Assistance
What can I do if I’m having trouble paying my bill?

Several options are available:

  • Equal Payment Plan (EPP): Average your payments throughout the year for predictable monthly billing.
  • Deferred Payment Agreement: Pay your balance in installments with WTG approval.
  • Energy Assistance Programs: Some local agencies offer help with utility costs — contact your local WTG office for more information.
Why did I receive a disconnect notice after paying my bill?
This usually happens when a payment is received after disconnect notices were mailed. Contact your local office to verify payment receipt and ensure your account is current.
Service & Equipment
How do I start, stop, or transfer service?
Visit the Manage Service page for details. Residential customers must complete a service agreement and bring it with payment to a local office. Business customers should contact their local office or email gasrequest@wtg-energy.com.
What is the Meter Upgrade Program?
WTG Energy is replacing residential meters with new Honeywell NXU smart meters for improved safety and efficiency. Visit the Meter Upgrade Program page for details on scheduling and benefits.
Safety & Emergencies
How can I recognize a gas leak?

Look for dead vegetation, bubbling water, or dust blowing near a line. Listen for hissing or roaring sounds, and smell for a “rotten egg” odor. If you suspect a leak, leave immediately and call (844) 976-0333 or 911. For more information, visit our Public Awareness & Safety page.

How can I prevent pipeline damage?
Always call 811 at least 48 hours before digging or excavating to have underground lines marked. This simple step helps prevent injuries and service disruptions.
Oversight & Regulations
Which agencies regulate gas utilities?
In Texas, gas utilities are regulated by the Texas Railroad Commission.

In Oklahoma, regulation is managed by the Oklahoma Corporation Commission.

Didn’t find what you were looking for? We’re here to help. Visit our Contact page to connect with the WTG Energy team.