TXU Energy Retail
Reviews and Complaints

I have asked for a letter of credit 3 different times and have been told they can't do that. Which is a lie. People have been very rude and unable to help me after being a customer with y'all for over a year. I am no longer a customer with them because of stuff like this. And I will definitely let everyone know how I have been treated if it doesn't get resolved.

Consumer Issue-TXU Energy
Dishonest, Misleading & Disloyal!

I have been a TXU customer for an estimate of six years and don't plan to make it seven. I opened my TXU bill for February on January 28, 2021 and the amount of $544.65, usage of 3315 khw. I thought they charged me double, so I called TXU thinking the amount would get adjusted immediately. Instead, their apologies were turning into excuses, realizing customer loyalty didn't matter. Centerpoint came out the next morning, turned off my electricity for a meter test, requested by TXU, without any notice . I am on time with payments, so I knew that wasn't
the reason, so I immediately went to the meter, where I asked the Centerpoint representative why he turned off my electricity. He was doing a meter test and due to Covid-19 he couldn't come to apartment door to inform us. After our conversation, I learned he had installed a new smart meter on September 20, 2020, the same date I transferred to this apartment. I confirmed the installment date with three TXU customer representatives, two supervisors and a senior manager. I was told the smart meter is working correctly and I would have to pay the due amount. This amount was double from All my past monthly bills and compared neighbors usage with same floor plan, of which was around 1400 Khw for that billing cycle. I spent several hours on my TXU account dashboard, where customers are told the information is accurate & able to track real time usage, showing an estimate during billing period and an actual at the end of billing period. I manually added all daily usage/cost from my TXU dashboard for February's invoice and the total was half of what was showing on bill for Total due. Supervisor & Manager confirmed the mistake, only to tell me they had to open a new investigation ticket with Centerpoint. I stated several times, I am a TXU customer, not a Centerpoint customer, and why do I have to wait on what they decide about my TXU issues, when TXU is their customer, not me. After my research, I found misleading information on several past invoices, needing explanations, only to receive dishonest answers.
My first day of electricity usage, starting the bill cycle at the new apartment, of which was the same day the new smart meter was installed(September 20, 2020). No other Meter ID should be on any of my bills for this location and the first billing cycle ended October 20, 2020, Due November 11, 2020. When I reviewed the first bill, it showed an Actual reading from old smart meter ID, that was replaced on September 20, 2020. My December 2020 bill shows old meter ID with estimated reading. My January 2021 original invoice(usage dates Nov. 18, 2020 to Dec. 21, 2020) is the first invoice showing new smart meter ID, of which is the only meter that should be receiving data for my apartment. This bill also showed corrections for Nov.& Dec 2020(already paid), and showing Actual readings from New meter ID. TXU, states on "my account dashboard", "your monthly bill provides your official usage as
determined by your local transmission and distribution utility" and is the Original invoice with accurate, Actual readings and other information. As I stated above, my February 2021 bill was a Big Shock, showing usage of 3315 khw, Amount Due $544, double from any bill in 6 years as a TXU customer. While waiting for Centerpoint to complete their investigation, requested by TXU, I received my March 2021 invoice, showing corrections, for February, along with new Actual readings for all past paid invoices at new address, Oct, Nov, Dec 2020, Jan. & Feb 2021(the adjustments for February were divided and placed in Dec/Jan paid invoices). All corrections are showing Actual readings from New meter, installed on September 20, 2020 and making changes for 3rd time. After many hours reviewing the invoices, phone conversations with TXU representatives and consumer support representatives, I am upset and will Not allow TXU to bully their loyal customers, especially when TXU are not following their own policies. I filed a complaint with Better Business Bureau(BBB), Public Utility Commission(PUC) and Attorney General's office, all have opened investigations. TXU needs to take responsibility for their misleading, dishonest and disloyal actions. I paid All of the Original bills and don't understand how TXU can keep changing bills that have Actual readings. I have all original invoices, invoices showing the changes and other documents pertaining to this matter. How do you trust billing information, if continuously changed. Stay far away from TXU and don't allow them to steal money from you, like they did with me. If they do not fulfill my request that I stated in my letter sent to their registered agent, I will see them in a small claims court.

When it was time to renew my energy plan I assumed they would give me the best plan available since I was a loyal customer who has always paid on time (auto payments) but I was wrong. I signed up for the texas choice 36 month plan and I noticed instantly my bill each month was a lot higher. My husband and I are seniors (80 years old) on a fixed income and can not deal with these extreme bills. I called to cancel and found out there is a $395.00 early cancellation fee. I would like to negotiate a cheaper fee or at least get a different energy plan with a lower rate. These are the highest rates and added fees for any electric company

1/27/2021 My husband I had called to ask why our bill keep going up? The gentleman told us our contract has been expired since October of 2020. We never got a paper stated that the contract is about to be expired. As a customer I think TXU should at least called to ask if we want to keep the services. I called today to see what can we do? I kept getting people that was rude and tell me if we don't pay than our service will be cut off. Then he told me to call 211. When I called the third time to speak to someone that works on Sales Dept. She was awesome and I wish everyone was the same way. The we got contract instead pay every month. I had forgot to ask her if we were responsible to pay the remaining balance. I don't think we should pay $300. When you change month to month basis to contract. Plus we still owe $230.03. I can't afford these outrages prices. I even told this supervisor that I couldn't pay these outrages prices. This manager had no Sympathy. I wasn't happy with the service. TXU used to be awesome. TXU is trash! I told the supervisor I'm the only person that's working. My husband is disabled and he can't work.

I called TXU about the 50% off during summer months gimmick. The sales rep from a country of different origin than the US, had to be slowed down to fully explain the net net. The deal is that my base rate would be raised by 2 cents per KWH, for a couple of months remaining, and 50% of that was discounted. You don't have to pass junior high algebra to know that is NOT 50% off. After summer, the rate goes back to the new and improved higher base rate. I guess we have to pay for actor Matthew McConaughey BS-ing us.

When I had the guy slow down to my pace, I figured I might save $200 or less over 12 months, however I couldn't get out of him whether or not Center Point's 'Pass thru' charges would fluxuate with the base rate.

I took the 12 month deal to give me time to do my homework on providers such as Cirro's flat rate.

Bottom line - misrepresenting any of the facts constitues fraud - or in other words - a lie.

Signed up 11/11/2019 and after a week, they state I've used 447kwh by 11/17/2019. Highly unlikely, unless literally everything was running 24/7 for the entire week, and even then, there's no way it would be that much. My thinking is the meter reader made a huge mistake, as I switched from direct to txu, and they probably just counted the direct consumption as txu... We're not happy with this company.

I'm moving to an address my electrical provider is telling me that txu it's saying that I have enough spending account for txu i've never had an account with txu i've contacted tx you gave them my social security number had them verify that i've never had an account I need my power on i've gave documents occupancy statements utility bills so on and so forth but no avail I have not been able to have my power turned on

I phoned today about my powerbsnk acct. After being hung-up on 13 times and no answers given to my questions. I decided only alternative was to write. *my remaining bill this month was $27.50 — I prepaid $100. Last month when I had a zero balance. I had points in my powerbank, so assumed this would cover my next bill, which it should of. But after having a current bal. Of 27.50., I called ro try and find out what happened. I rec. No answers as everyone either hung-up or I was disconnected. The worst of all is all reps I spoke with were extremely rude and continued to tell me I was just wrong, with no answers or explanation"just pay your bill."I m a senior (I realize you hate seniors but we alwys pay our bills — unlike many 20-30 ages.. I only want to know what I am paying for. I was promised that powerplan bank) was the best plan fot me.. I live in a 55+ commu.in a small apt with a little yorkie my only elec. Is lites and a/c. I watch myconsumption as I said im on a "fixed income". I always feel I am being cheated by txu, that im not to ask and questions and that you I was promised I would only pay for what I use — as long as my p-bank points are being saved forever (?) im ok — I just want to be sure that they will be there in may-aug. When i'll need them for the hot mo's. Also that im not paying for anyone elses bill. *I also wanted to know what they buy out onmy contract was, as the rep continued to try an convince I had 2 tes left. — knew this was wrong. You guys are fine as you treat all of us fair and speak to us as persons with brains, as many of us have multiple degrees, including a law degree and bach. Of science. — plus one other but I never count it... Lol *I hope someone from retention gets back to me as i'm leading a meeting next week for many of us to shop as a group of approx. 450 for the best energy plan in houston. We get a better rate if we act as one instead of indivifuals….. * thank you zita church

Stay away from TXU. I singed up for a plan with reasonale price. Ended up the bills that were neary double from previous company. I found down the price per kw was nearly 4 cents higher than the one they offerred at the time I signed up for. I called TXU, the guy said after signing up for the service, customers get letter in mail showing the price per Kw. I looked at the letter, yes it was more then 16 cents per kw, not 13 when i signed up for. Its a scam. Shame on TXU. Had to canceled the service, even though had to pay early termination fee

I had a great deal of difficult cancelling. I had to call in three time when I was transferred and then the connection was ended on the other side. In additional I spoke to eight people with on satisfaction.

I used the phone that was found both in the email and in the coverage details. Had I not had the time to call back repeated.

I understand my service was sold to Sear Home Warranty. Maybe that is the problem. They use your good name and tarish it.

As it stands today, I will not renew with TXU when the time comes. This after over 20 years as a customer. You have betray a loyal customer. Shame on you.

Oliver Cozby
[protected]

Each time I call, I am eventually told I did not answer correctly, and to call again when I have the correct info . I keep trying, but I can never get an answer. I have been hung up on overtime I have called.
One day I was lucky, and got a live agent. He informed me that my $250.00 card was not valid, but the company would send me a check for $250.00.
This seems very strange to me.

We were TXU Energy customers for slightly more than six years until December 2012. Even though TXU seemed to always discontinue the plan we were enrolled in for the previous service year, we always enrolled in one of their new plans and eventually one with a 3% cash back loyalty reward in the form of a prepaid Visa card. For the [protected] service year, we chose the Texas Choice 12 plan and received our reward card without any problem. We then re-enrolled in the same plan with a 3% cash back loyalty reward for the [protected] service year, although there was a problem with the promotional code and initially TXU did not offer us this plan.

When it came time for the [protected] service year, TXU’s rates were more expensive than our budget would allow so we decided to fulfill our contract obligation and switch to another provider at the end of our term, which was 12/15/12. The switch was made 12/13/12 and within the seven business day time frame per the State of Texas Public Utility Commission (PUC).

Since TXU mails their reward cards at the end of February and we had not received our reward card as of 3/27/13, I called Customer Service. That representative then transferred me to their Rewards Center. The rep at the Rewards Center did not know why we had not received the reward card, so I was transferred back to Customer Service. I was then told by a third rep we did not qualify for a reward card because our account was inactive. I explained I was aware of the inactivity because we switched providers but still had fulfilled our contract. Then I was transferred to a manager who explained our account was not active as of 12/31/12, which was their “payout date”, and we would have received a reward card of $39.54 had our account been active for another 16 days after our term ended on 12/15/12. The manager further explained that we should have chosen a month-to-month plan (at least for the duration of 12/16/12 – 1/1/13, which is actually 17 days) after our contract ended so our account would have been active as of 1/1/13 and then we could have cancelled the service, switched to another provider, and received our reward card. Here I thought completing our contract for the full term as allowed by the PUC, paying every bill on time, and being in good standing would have been enough to earn our reward card for doing business with TXU as agreed.

The idea of a “payout date” was news to me and sounded something like a loophole, so I asked to be transferred to the Complaint Department and spoke with a rep in the CEO Office. The rep said the reward program is not part of the contract (!) and we should have gone to the TXU website for more information. I explained that the portion of the Electricity Facts Label (EFL) which identifies the reward program does not state anything about a payout date, nor does the Terms of Service Agreement. I stated that furthermore, the EFL does reference their website for more details; however, I did not believe information we would have to obtain by visiting a website constitutes a contract like the EFL and Terms of Service Agreement and I thought TXU was not abiding by their contract. The rep said they would not honor our request for the reward card. In light of such a decision, I told the rep it would be very hard for us to come back to TXU in the future and the rep said they don’t know if we would come back either way.

Here are the reasons as to why I’m just now stating my complaint and warning my fellow consumers about TXU Energy. What initially infuriated me was I spoke with five reps over the course of an afternoon which surely cost TXU more than our 3% cash back loyalty reward of $39.54. Secondly, TXU would have had to respond to an informal complaint had we chosen to file one with the PUC and would have cost the company more money. Additionally, we had no control over when our contract ended which just happened to be 16 days before their “payout date” and would have never thought about enrolling in a month-to-month plan for half of a month in order to meet their “payout date” requirement. I guess TXU would be familiar with their loophole.

But the real “kicker” is since we left TXU thirteen months ago, we have received ten offers to come back and receive a $250.00 bonus as well as (you guessed it) a 3% cash back loyalty reward. Nine of these offers were sent for nine straight months, the most recent one received by us in January 2014. With more such offers likely in the future and costing the company even more money, TXU is simply rubbing salt in the wound because I feel like they cheated me and my family and yet they want us to forget about it, sign back up with them, and let the matter go unresolved.

There was never a doubt in my mind we were going to check TXU’s rates once the contract with our current provider neared the end of the 2013 service year. To not do so would be a bad business decision on our part. If TXU’s rates would have been within our budget, we may have switched back to them. However, it appears unlikely we will ever switch back because I don’t think they have the business sense to retain good customers. It appears TXU has no problem making bad business decisions when it comes to customers past, present, or future from what we’ve read and experienced.

All in all, I guess a multi-million or billion dollar company like TXU needed the $39.54 more than we did. Just remember loyalty works both ways, TXU Energy!

I SIGNED WITH TXU ENERGY FOR THE FREE WEEKEND AND 14.5 CENTS PER KWH DURING THE WEEK. WHEN I RECEIVED MY FIRST BILL I WAS CHARGED 17.1 CENTS PER KWH AND THE SECOND ONE WAS THE SAME, TOO. WHEN I CALLED THEM I WAS TOLD THAT SUPERVISOR WILL CALL ME BACK IN 48 HOURS. I DID NOT GET A CALL . I CALLED AND WAS TRANSFERRED TO THIS RUDE GUY AND HE HAD NO EXPLANATION. HE SAID IT WAS AN AVERAGE. THEY ADVERTISEMENT AND WHAT THEY CHARGE IS DIFFERENT. .AVOID THIS COMPANY.I HAVE ALREADY SWITCHED TO ANOTHER ELECTRIC PROVIDER. IF I HAD READY THE COMPLAINTS ABOUT TXU, I WOULD NOT HAVE SIGNED WITH THEM. AVOID..AVOID...TXU

We had used TXU Energy for almost 17 years even though other electric companies had approached us to switch. In August I received a bill of $179 with a due date of 8/21/12. On 8/15 I received another bill of $429 stating that I was late with my payments and a due date of 8/31. I called to see what was going on and was told that I needed to pay both bills when they are due or my services will be disconnected and I would be turned over to a collection agency. I asked to talk to a manager, who was even more rude than the first person. I asked how they can send two bills with only 10 days between each due date, she told me that they sometimes are late sending invoices and I needed to pay. No apology, no alternatives, nothing. I hung up and signed up with another electric company with much lower rates. A few days later I get a call from one of their account fixers. He seemed to care but kept badmouthing the newly chosen electric company, even though I never told him who it was. I was also told to expect my final bill in the next billing cycle. Really? I received the bill the next day with a due date of 9/7 only 7 days after the previous bill. Now you would think this is now over but NO! They keep calling me 3-4 times a day even though I told them to stop harrassing us. I will never switch back to them.

TXU called to ask why we stopped using their service at one of our company’s locations. Lori was extremely rude when I was unable to transfer her to the person who handled the utility decision. I attempted to explain why it was not possible and she refused to accept that she could not be transferred to that person. I offered to take her number but she said it is an outbound only line. Her call will be reported to the person in charge of energy to ensure that we do not ever switch back to this company with such aggressive and rude sales people. If they want to know why we left them, they should start with calls like this.

After a high pressure door to door salesman repeatedly came to my house, I agreed to switch to TXU as my electricity provider. After locking in a 12 month contract with a penalty for early cancellation, I realized the salesman misrepresented several things to me, including the amount of my rebate and the cost to cancel with my old provider. Basically, it cost me money to change to TXU. When I complained and provided proof of the misrepresentations, TXU told me "too bad".

A year later my contract has expired and I went online with TXU and selected a new plan for a slightly lower rate. One day later, after locking me in, I receive a letter from TXU that says "thanks for selecting our new plan. By the way, since you have been late at least once in the past 12 months we need a $400 deposit". If I had just chosen to go month-to-month and not selected a cheaper plan I would not have been charged a deposit. I called TXU and the representative said "I can waive that. That was just charged because you did that online". Hey guess what - she was wrong and she didn't waive the deposit. When I complained to TXU I was again told, just like last year, that their employee was wrong and I was stuck with the charge. And, once you pay a deposit, they will keep the money for 12 months. If you are late EVEN ONCE during that 12 months they will extend the deposit time for another 12 months. In essence, never be late, even a day, or your deposit will be theirs for another year. Yet you also pay a late fee each time. Plus “Jay” (employee id 17378) responded to my complaint about the new deposit by rudely asking me “Do you EVEN read what we send you?”

So basically I have chosen TXU twice, and both times it’s ended up COSTING me money. TXU's customer service is non-existent and they can apparently make promises to you that they will not back up. Even though I have their door-to-door salesman’s promises in writing, and even though the promises their employee made to me were on a recorded call, TXU’s response is “oh they were wrong”. I cannot believe I signed up for another 12 months. This will be the last time.

When I built my park consisting of 24 cabins for rent and 42 rv spaces in 2007, I used TXU for my electric provider. Early in 2009, their computer system got messed up and we didn't get a bill for 2 months (like hundreds of other customers). When it came, it was astronomical and we had to work out a payment plan which we abided by. Late in the year, we switched providers (after the expiration of contract with TXU). Two years went by and a TXU salesman said they would give us an Itherm thermostat for each cabin so we could monitor settings from the computer, so we switched back to TXU after the other contract expired in Nov of 2011. When the first bill came, it showed a huge (like $12.000) previous balance. After a call to my salesman, he said they just had their billing messed up and to just pay the current charges. I continued to question this balance and was assured that everything was fine. The salesman said our credit had been checked before we signed the contract and that it was excellent. Nearly 3 months later, I received a stack of disconnect notices for my commercial account at Shady Oaks. Most important--after leaving TXU the first time in 2009, they never sent me any bills at all. Now, 2 yrs later when I re-joined TXU, they suddenly decide I had a past due balance? WTF? Having spent countless phone calls with the salesman and TXU, I have turned it all over to my attorney. Apparently, they don't want my $6, 000 to $10, 000 per month account! Now, I will have to show them how Shady Oaks will break their new contract.

Every month I get a disconnect notice for my Electric service, am currently unemployed and every month I have to deal with TXU Energy to try and get it extended on the date I get paid, but keep getting told I can't get it extended til the pay date on the 12th of each month. I also have a 1 year old child in my home and it is getting cold outside. I have been with TXU for over 2 years and that alone should count for something, but it don't in the eyes of TXU. Can't transfer to another energy company because they all say I have to pay a large deposit in order to get their service.

I am being charged by TXU for electric in an apartment I never lived in. They have referred me to a debt collector. I have contacted them several times and continue to be hung up on, put on hold for LONG period of time AND told that my account is taken care of when it is not. I want to resolve this issue and yet can not get it squared away. I don't know what to do... I have been dealing with this for 15 days.