BTU and COVID-19: Frequently Asked Questions

The coronavirus (COVID-19) pandemic has affected all of us, and at BTU we have made some temporary changes to help our customers while we abide by national, state and local health recommendations. Here is a list of answers to frequently asked questions regarding our service changes:

I want to pay my bill in cash, but the lobby is closed. How can I pay?

There are several ways customers can still pay bills in cash including:

• Paying at one of our three kiosk locations (you only need your account number, your bill, or BTU issued keycard)
  • Drive-Thru at the BTU Office at 205 E. 28th St. in Bryan, OPEN 24/7
  • HEB in the Tejas Center at 725 E. Villa Maria Rd. in Bryan
  • HEB at Hwy 21 and Texas Ave. in Bryan
• The BTU Drive-Thru remains open, Mon-Fri 8 a.m. – 5 p.m. and accepts cash payments.

How can I pay my bill remotely?

There are several ways you can pay your bill without human contact including:

• Paying online with a credit or debit card or electronic check
• Mailing check or money order payments in with the bill stub to Bryan Texas Utilities at PO Box 8000 Bryan, TX 77805
• Paying at one of our three kiosk locations with cash, check, or credit or debit card (you only need your account number, your bill, or BTU issued keycard)
  • Drive-Thru at the BTU Office at 205 E. 28th St. in Bryan, OPEN 24/7
  • HEB in the Tejas Center at 725 E. Villa Maria Rd. in Bryan
  • HEB at Hwy 21 and Texas Ave. in Bryan
• Calling (979) 821-5700, option 1, and paying through the interactive voice response (IVR) system with debit, credit card or electronic check
• The BTU Drive-Thru remains open, Mon-Fri 8:00am – 5:00pm and accepts cash payments

What if I cannot pay my bill due to COVID-19 pandemic financial strains?

BTU is not disconnecting services until the shelter-in-place order is lifted and normal business operations have resumed. Late fees are also being waived during this time. However, any accrued costs for energy will still be due. Customers are encouraged to stay current on their bills and not accrue a large past due amount.

Additionally, there are many resources available to the community to help during this time of uncertainty, including 2-1-1 Texas. Call 2-1-1 for more information about assistance.

I just paid my bill but I did not see an approximate 15 percent reduction as was advertised?

The 15 percent reduction is only for bills generated in the months of April and May. If the bill you paid was generated in March or any other month, you will not see the reduction until the bills are generated for usage in April and May. The power cost adjustment, or “fuel” rate reduction applies to usage consumed from April 2, 2020 through June 30, 2020. You may see a prorated reduction if the bill-read dates fall partially within this period, but not totally.

I’m on the fixed payment (Budget Billing) plan with BTU. Will I get the 15 percent reduction on my bills?

Budget Billing customers will continue to pay the fixed payment as normal, but the 15 percent reduction will be applied to their actual usage. These customers will see their reductions when their accounts are balanced at the end of their 12-month billing cycle.

Have the hours for the BTU Drive-Thru window changed?

The BTU Drive-Thru is still operating its normal hours of 8 a.m. to 5 p.m., Monday through Friday. The BTU Kiosk located at the Drive Thru is open 24 hours a day, seven days a week.

Can I fill out paperwork, such as connecting, disconnecting, or transferring services, in the BTU Drive-Thru?

We recommend you conduct as much business as possible online or via phone to reduce the spread of COVID-19 and reduce wait times. Filling out paperwork in the Drive-Thru increases wait times and creates longer lines. You may start, stop or transfer services by completing online forms. You can also print or pay your bill, view usage history, and apply for our SmartHOME Energy Efficiency Program online.

I received a phone call from BTU saying my power will be cut off if I don’t pay immediately. Is this true?

NO! This is almost certainly a scam call by con artists looking to steal your money. BTU’s normal procedure for residential customers do not include a phone call. As long as the statewide COVID-19 shelter-in-place order is in effect, BTU will NOT disconnect anyone unless the customer specifically requests a disconnection.

• What to do if you get a phone call from “BTU” that may be fraudulent
• Qué hacer si recibe una llamada telefónica de “BTU” que puede ser fraudulenta

Will BTU employees still respond to power outages during the pandemic?

Yes. BTU is committed to maintaining reliable electrical service to all customers, which includes responding to power outages. With that said, the safety of our employees and customers is our top priority. When our employees are on-site, they have been directed to remain at least six feet away from other individuals and to follow all recommended COVID-19 sanitary procedures. These precautions may impact the time it takes to restore an outage, so we ask our customers for a little extra patience during this time.

How can I speak to someone about my account or my bill?

Even though our lobby is closed, BTU’s customer service department is available by phone from 8 a.m. to 5 p.m., Monday through Friday, by calling (979) 821-5700. Customers can also use our online contact form or email the customer service department at contactBTU@btutilities.com. To report a utility emergency, call (979) 822-3777.