TXU Energy Retail
Reviews and Complaints

Avoid this company at all costs! My wife and I have been married for 26 years. I was a TXU customer prior to my marriage, then after I was married as well, totaling 27 years straight. About three years ago, I switched our service to another company with a lower rate, then received my final bill from TXU which included a $200 ETF! When I called to question how in the world could I have a $200 etf, the rep told me I had broken my contract. I asked what contract could I be in that last 27 years. The rep said they had called my wife the month prior and advised her my plan had expired? Again I asked what plan was I under that ran out after 27 years and was told we were under a 2 year plan, asked for a manager and was told there was none there and I would have to pay the fee. I didnt pay and never will and have been advising anyone and everyone I know to avoid this company. It amazes me that a company you have done business with for 27 years and paid thousands of dollars to over the years would treat a customer in this manner. They placed it on my credit report, then renewed it again 2 years later. Avoid this company!

Added 650.00 dollars to account without customer knowledge. account was set up for an agreement but was unable to make the payment at that time so they chose to charge our account a deposit which was not informed to us the customer instead we receive to different bills with two different amounts. Then when we asked for help or extension we were not granted the request because of prior late charges which does not seem fair for a customer who has had this service for more than 9 years it just does not seem fair as a loyal customer for so long. That is why we are thinking of changing service to someone who will respect us as a customer.

We received our bill last month and it was 371.32 and I was researching other options because we cannot afford that amount. I spoke to TXU on July 13th and we decided on a new plan that would lower our monthly bill and I just received our new bill which is 480.77. I called TXU and they explained that the new rate didn't start until August 1st. That is wrong the whole reason for changing was to lower my bill which should be immediate which was not explained. I felt like they could help me a little and that was not the case today they just said to bad and gave me another number to call. I took the initiative to search for cheaper alternatives and when their employee doesn't follow through on explanation I have to pay NOT RIGHT...I will not recommend them and would like to find a different company that will be caring and understanding...Eunice and Shirley Coats

From [protected] I was a customer of TXU Energy in Fort Worth, TX. During that time I had my share of problems but nothing was too major or uncommon. In September of 2008 I switched my power company from TXU to another company. I did not receive my final bill until I called TXU and they stated that I had a $0 balance. I assumed that my new power company had switched over usage and overall I did not think too much of it. In March of 2009 I received a call from a collections agency stating that I had a balance of over $200 due to TXU. This came out of the blue with no other written, verbal, or electronic communication from TXU. I then called TXU back and asked why I had not received any kind of communication from them about the bill, which they did not have an answer to. I asked if all of my information in their system was current, which it was including the address, phone number, and email address. After some frustration with people on the phone from TXU and the collections agency I paid the bill.

Then September of 2009 hit. I went to buy my first car and when they pulled up my credit score they said that an outstanding TXU bill was on my credit and that it hurt my score by OVER 100 points. I then called TXU again and was told that no in fact my balance had not been paid. During the time between my first call in March and September I had moved and somehow I could not find the confirmation number from the collections agency. I never received a paper saying it was paid, but I was deducted the amount from my bank account. Once I was back on the phone with TXU, they stated that they could not take another payment of mine to close the account but that I must go through the collections agency first and then call them back to make sure everything was taken care of. So I paid the bill AGAIN with another late fee attached and made sure I received a statement from TXU stating that my bill was paid.

All in all I paid the energy bill 2 if not 3 times and my credit score is still almost 100 points lower than it could of been for the next 7 years because of their inaccuracies and poor communication. It hurts my ability to receive a good interest rate on the house I am under contract for, I cannot get store credit cards such as Target or Sears. In defense of my credit, I have had a credit card for over 10 years, balance always paid, and with a credit limit over $9000. I bought a new car and have been current with payments for over 2 years and I have no other negative things affecting my credit. It is amazing to me how one company, one bill, can practically control my credit score, rating and ability to be approved for things for 7 years.

I have been a TXU customer for over 4 years and hadn't had a major reason to complain about their service until was diagnosed as being terminally ill and was no longer able to work. Upon learning that I was terminally ill, TXU immediately applied a $600 deposit requirement to my account after I missed the due date for one bill by a week. Perhaps I shouldn't have told them that I am dying and that the medication that keeps me alive needs to be refrigerated. Anyway, when I couldn't immediately come up with $600 plus the cost of the electric bill (around $260) they turned off my electricity even though I told them that I was able to pay the bill for power used but wasn't able to find the money for the deposit they insisted upon. Their customer service reps understand very little English (I believe they are located in India or Pakistan) and even the supervisors exhibit no signs of being human beings. They want their money and if they get even the slightest hint that you have a medical issue they will turn off your supply and impose a deposit so huge that no one who has real medical problems can afford to pay it. Don't get me wrong - I am happy to pay for what I use even if it takes me a few extra days to find the money. But to be told that I need to pay my bill plus future bills 3 months in advance "just in case I die" is inhuman! I would advise averyone who is not in their mid 20's to stay well away from TXU. At the first sign of any medical problems they will cut you off without a second thought!

I was disconnected for not paying my electricity bill of $123.47, a payment made by direct deposit on the 4th April 2011 from my bank account, I got a failure to pay notice and disconnection on 16th April 2011 and after spending over 2 hours on the telephone to TXU customer service and explain that this bill was paid with conformation code from my bank the service was disconnected. I have paid my Bills on time every time and due to some computer error on TXU’s part I was disconnected and was asked to pay a deposit of $600.00 to be reconnected. I am not in a financial position to take this through the courts

I am a rental property owner, the only time the electric service is in my name is durning vacancies. My unit was vacant for 2 1/2 month during oct 15, 2009 through Jan 7 2010. I recieved a bill from TXU 1 yr and 3 months later stating that I own them 799.00 for my usuage during that period of time. Keep in mind this unit was vacant durning that time. I call them and told them this must be a mistake, they told me I have to pay this amount, there is noting the can do. They said they sent me a bill in Jan 2010 with this charge, which I never recieved, even if this bill was lost in the mail why would they wait 1 year and 3 months to send me a letter. What kind of business pratice is this. Now because it has been over a year they say there is no way to determine if the meter was read wrong or reasons for this. If they had not waited over a year to bill me maybe this could have been resolved a lot sooner. There is no way a vancant 1200 sqft home can use 800.00 worth of electric in a two month period, when it is vacant. They have the worst customer service I have ever seen,

I have purchased a house that we are going to remodel and flip in Keller Texas. The electric provider is Tri County (TXU is not a valid option) as a result I need a letter of credit, so I don’t have to pay a deposit; from TXU my electric provider at my house in Irving for the last 6 years. I have made 5 phone calls over the last two weeks now and TXU Simply Refuses to send me the letter, or address the issue.

For the last two weeks I have been using a generator that I borrowed from a friend, all because of “Power Inc.” and there not wanting to lose a customer in a move.

Can you help in motivating them to do basic, decent customer service?

Copies of this letter are also being forwarded to the BBB, all local news outlets, as well as may customer complaint sites as I can locate. This is just wrong on so many levels.

I received a letter from TXU stating that i owed them for a bill at an old address. The dates for the bill that the electricity was charged, I was not occupying the residence.

I called TXU and they told me that I could have more than one account in my name and that they received a letter from the resident there stating that this was my bill. I was then told that in order for them to investigate this, I would have to send proof that this was not my bill.

I sent a copy of the lease with the residents name and info that were living at the residence at that time, copies of receipts of their down-payment and rent payments, even a letter from the landlord stating that she was renting the property to the resident at that time.

I also sent copies of bills that i was currently paying with the new address that I moved to. Also sent a copy of the moving service bill with the date stating i had moved from this location the year before the bill in question.

During this time, I had my own service through TXU at my current residence.This is the same service that was transferred when i moved. I was current on my TXU electric bill when i received this letter.

I was never told that if i didnt pay the bill, even though it is under investigation, that my electricity will be shut off. I never received the results from the investigation.
My electricity was then shut off because I didnt pay the bill that was under investigation.

Since then, this bill has been put on my credit. I sent all the info they asked of me. It is UNACCEPTABLE that a complete stranger is able to write a letter and pawn their bill onto someone else!

TXU is the most crooked electric company there is. My problems started with TXU when they put me on a delayed billing (which I didn't not ask for) in late 2009. I would receive a bill the early part of the month which would not be due until the latter part of next month (example, would receive the bill in January 6 wouldn't be due until Feb 27) before the bill date was due I'd receive another bill (received Feb 6 not due until March 27). Called them many times to see why this was happening. Was told I was on a delayed billing plan because they were "updating" their system. Told them I didn't want on that plan to take me off, I wanted the bill to arrive beginning of the month due at the end of the month like normal, long story short . . . every month I called for the same reason. And even though I was on "averaging" my bill was always around $250 - $350 but the total amount due according to them was around $700 because of the 2 bills associated with "delayed billing". Even when I paid it before the due date, they had their system so messed up my bills were always around the $700 mark. In May 2009, I was charged twice! They said it was because of the billing system and that I was responsible for it. Now mind you, I still hadn't been able to get off the delayed billing plan even though I've called every month! Finally at the end of July I was able to get off the plan and was required to make 3 payments to get caught up for that month to have a "normal" billing cycle! Absolutely boggles my mind, I know damn well I've paid at least 1 to 2 extra months but try explaining that to the customer service department. They're response was . . . you don't understand, let me explain your bill to you. I understand all right, you're ripping me off!
Got off averaging because of the high bills every month (I really think they rip you off with the averaging thing) only to lose $80 because the bill was $220 (averaging for the month) when the actual bill was $134.00 and I had a $17.13 credit. Was told to pay the $220 because when I received the bill I was still on averaging . . . was reassured that I would get the $80+ back on the next bill and then my bill would be month to month like normal. I have yet to receive the credit back, they tell me that they don't owe me any credit.

To keep the electric bill down, I've been freezing my ### off the last 2 months with my thermostat set at 60 to 65 for a few moments to get the chill out and then it's off the rest of the day and night. (Yes, even when we had the snow and ice and got down into the teens). My bill went from $134 (Dec) to $179 (Jan . . .even though nothing had changed over the last month) to $240 this month. They tried to tell me that it was the appliances, then it was because the thermostat was set at 60 to 65 and the heating element had to work double time even though it wasn't on very long, then was told that it was the same as last years even though I was on averaging and kept the house nice and warm and this year I froze. Son read the meter an according to my records I'm being over charged 685 kwh. They're sending someone out to re-read my meter (at my expense) but I doubt very much if I get any response to TXU. What a rip off company. Will definitely be switching when my contract is up in November. Never had a problem with them until this past 1½ years and I've been with them since 1988. TXU definitely needs to be investigated!

Today we received a bill saying we owe $1, 311.97. Our bill averages out about $250 to $290 a month, we have never been disconnected or any thing of that nature. When we called to find out why our bill was this high we were told that we had to pay a deposit since we have been late twice in the past 12 months( only 2days the first time and 1 day the second time due to how our pay periods from our employers are, we are a paycheck to paycheck family). We never signed anything to acknowledge this and this policy is nowhere on the paperwork provided to us. Due to our long standing service with them we were told years ago that a deposit wasn't necessary and it was waived. What kind of practice is this? We now have until Dec. 29th to pay the deposit, this month's bill and $200 of next month's to keep our electricity on. We have 2 15-month old babies and a 10 year old that we now have to figure out what we going to do with since our electricity is going to be cut off...who do we contact to defend us from this company?

OMG... I have just given up with TXU! They must be the biggest idiots in the world when it comes to just service or customer service... I have had an issue for the last 16 months now with them which has absolutely driven me to insanity. I am renting a piece of property directly across the street from the new stadium that we use as a venue for the Cowboy Stadium. We have received bills which are astronomical and have complained every month about these which have been escalated to the office of the CEO! Everytime we speak to someone it is a different story! About 6 months ago we finally spoke with a lady by the name of Margaret whom we had a really rough conversation with! eventually we were forwarded to a manager above her who was very sensitive to our problem. Eventually he told us that he would do an investigation concerning our problem with this so called demand that Oncore implores on customers. They saw that our usage was so low that we did not have to do a demand as we were only open on special events... This problem went on for months and has always caused us to spend anywhere from 2 to 6 hours of explanation to finally get a resolution! Well 2 months ago after continual receiving the same bills and not getting resolution we received a call from a gentlemen by the name of Brett who by the was was probably the best person who we really believed that he cared about our problem... He conducted a full investigation and called us about 14 days ago and said that Oncore was in the process of re rating our bill... (by the way we had been told to wait until resolution was made to make payments) He also said that they would be getting back to him soon about the adjustments.

Well today they cut off our service! I was on the telephone for over 2 hours and bounced all around till I was put back for the second time to a Jimmy who was absolutely useless... he informed me that Brett was off and I could make a small payment and get reconnected... he then transferred me to the residential payment center and they knew nothing of what was happening! After for the 4th time on this conversation they reviewed the notes and they then transferred me back to the office of the CEO where I got a hold of this lady named Sherry...

I have over 20k in beer and other perishables which are now going bad ... We plead with Sherry and told her we would pay 1k on the bill until Brett returned on Monday and he could tell us what he had told us 10 days ago... She was insistent that if we did not pay 5k right now we could not get reconnected! think about it: NO AIRCONDITIONING ON, NO LIGHTS ON, NO COOKING EQUIPMENT ON! AND THEY SAY WE OWE 17K IN ELECTRIC... We absolutely do not mind paying what we owe but we really do not know what we owe... The last logical conversation we had with Brett was that he would get back with us as soon as Oncore called him back and then we could set up a payment plan! We were willing to pay them the 1k today until Brett returned to discuss with them what he told me...!

TXU has no office for someone to go speak to them face to face! They know that they are pissing thousands of people off and it does not matter to them because they do not have to face you face to face...

The last conversation that I had with Sherry was that her manager would be calling me! I still am waiting...! I have now spent over 100 hours trying to get this problem rectified and thought we were getting close to resolustion and now this has happened... If there is anyone else out there please email me at [protected]@marsanint.com as my attorney is wanting to file a class action lawsuit... he already has compiled a list of companies and individuals to get this going...

Set up automatic bill pay for my electric bill and received my first statement after that showing that my checking account would be drafted on a certain date. Cool. That day came and the attempt was made to draft the account but for some still unexplainable reason it didn't work. TXU tried several times to draft and it never worked. Unfortunately for me that cost me a $25 fee each time for 4 times. I didn't find out that it wasn't being drafted until after getting a disconnect notice. Called TXU customer service. Never got to speak with an American citizen on our soil. Guatamalan rep said to fax bank statement showing I had plenty of money in the account and fees would be removed. Did that and no go. Subsequent phone calls have been useless. Still can't speak to an American or anyone who gives a rat's ###. Not my fault and I am being treated like a deadbeat number. Bottom line, customer service is nowhere as slick as they think it is.

Just try to find a physical address where they have an actual customer service rep you can look in the eye. Doesn't exist. Good luck if you have a problem.

Service tech. came out to the house on Saturday 5/22/10 and replaced my thermostat. He established a connection between my computer and the iThermostat, and told me they were working on the program/main frame and it would take a couple of hours before the communication between my computer amd the iThemostate would be established and downloaded. Well, today is Monday5/24/10 and there has been no link up with my computer and the iThermostat.

This is the most crooked electric company I have ever had the displeasure of dealing with. I was very skeptical about signing up with to begin with, but they had supposively "changed" their ways and wanted the customers to know this. I live in a 1, 000 sq ft apartment and my bills have been in excess of $260 a mos! I have called repeatedly and questioned this. I have not even ran my A/C or heat in over a month. I even requested that they come and check my meter or give the benefit of doubt and see if someone is tapped into my electric. I was informed that it would another 4 weeks before this could happen. I cannot even get out from under them without having to pay an additional fee. STAY AWAY FROM THEM! No matter what they say on the commercials they are still ripping people off!

I live in a one bedroom apt by myself and work 8-5pm. I keep my room temp at about 72 and my bill averages $125 - $200 a month. I went on vacation during Christmas for one week and turned EVERYTHING off yet my bill for that month came in at an unbelievable $345! When I called TXU they said they would investigate the matter since my meter was spinning out of control even though everything in my apt was off. I let them know I was moving and scheduled a shut off date for the next month but they decided to come the next day and turn my electric off. They then told me I had to wait until the following day when someone could get back out to turn it on...great customer service right? I have since then moved and got my final bill with the previous charge forwarded on it so now I have to deal with a $500 bill...oh, and when I called they said they will look into it again! Look into what? Fix my f*cking bill!

I few months ago, I switched my office building's electric service from TXU to Reliant Energy. Yesterday, I received three phone calls from TXU salesmen trying to get me to switch back to TXU. If they're going to call three times in the same day, it demonstrates that (1) TXU engages in bullying, or (2) TXU is so poorly managed they have no way to manage sales calls to avoid the appearance of bullying. To make sure they get the message that I do not want to be called; I switched my residential provider to Reliant Energy yesterday.

received bill for last three monthsis $2244.86... 3 times higher that the previous 9 months combined...? what is the root cause?

Am i one of the smart meter projects?

have fotos but cannot attach...

In a horrible display of customer service and business practices we faced a horrible ordeal just yesterday with TXU and later on with Oncor.

Essential after making arrangement to pay the bill on a certain date our electricity was cut off. During the initial conversation we were assured everything was squared away and thus we could pay by a certain date. Being this as it may we were baffled when the electricity was actually turned off. From this point on the service really started to tank.

During the conversations to reinstate the electricity both a representative and a supervisor basically stated we were "lying" regarding our first conversation and that our electricity shouldn't have been turned back on. After explaining that this was not our fault, since we were told something different in our attempt to work out the payment the electricity was turned on with the understanding a payment would be made on the 4th of the next month. To add insult to injury, we were bid adieu by the supervisor with the graceful comment "...you knew this was going to be turned on."

Fast forward to the 2nd... we come home to find our electricity was out again. After calling and speaking with a supervisor we're told there are no notes regarding our initial calls stating we had until the 4th and that the electricity shouldn't have been reactivated in the first place. This time they state it will not be reinstated until the payment is made. So... we go ahead and make the payment at which time we're told the electricity will be on before the next day. A couple of tasteless service statements were "so you knew the payment was due and you’re just not calling?", "it doesn't matter what you were told, the electricity shouldn't have been reinstated.

Lastly, in an effort to expedite the activation of my electricity since it was dark, 50 degrees in my home for my family which is a 1 year old daughter and 6 year old son I called and was told that Oncor was the company who was going to process the reactivation. I then demand to speak with them since it was obvious TXU couldn't nor had the ability to do anything positive. On the phone with Oncor was pretty much the same level of service. After telling the Oncor rep of my family I continued to received the statement "we cannot guarantee a time, it will be back on before midnight. With service which was deactivated due to billing issues all we can state is that it will be before midnight. Every attempt to explain that the situation stemmed from TXU's incompetence was met with this answer. After trying to get through to rep she stated that if there was nothing further she was disconnect the call. In my effort to rationalize and personally explain the situation to her I was disconnected. The most incredible comment made by the Oncor rep was when I asked what if this happened to an elderly person and they had no heat in they're home... I was told "we'd suggest medical attention." It's just baffling how both of these companies with their incompetent, irrational and piss poor service, continue to stay in business.

It's called me being a customer... and at any rate, calling us a liar as a customer = a former customer. I will be changing service ASAP.