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Reviews for TXU Energy | Texas Electricity Ratings

TXU Energy Reviews

TXU Energy

TXU is one of the original incumbent utility providers in Texas that was spun off from their generation assets when Texas deregulated their electricity market in 2002. TXU is one of the largest and most recognized retail electricity providers in Texas and services both residential and commercial customers.

TXU is part of Energy Future Holdings which also owns Oncor, a transmission and distribution service provider as well as Luminent, which specializes in coal and natural gas power generation assets.


Customer Reviews for TXU Energy

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LEAVING!!!!

Shalonda, Haltom City, TX - 2014-03-13 08:06:03

TXU is a joke! I have had their service for 11+ years and since December 2013, my bills have been the highest they've ever been! I live in a 655 sq. ft. apartment and there is NO way in the world that my electric bill should be over $100 a month for 3-4 months straight! My bill has always averaged between $60-$70 a month. I unplug mostly everything in my house that doesn't require constant electricity such as my major appliances. When I'm home, my AC/heat isn't on unless it is absolutely unbearable. I sent in a request to have my account reviewed and all they said was that "it's appears to be accurate" and then mentioned that back in July of 2012 my bill was $120. Ummm hello!?! What about the other 131 months I've been in the same apartment, with the same electric provider????! That was the first problem. The second one is for my January bill, I had to make payment arrangements because of some things that happened beyond my control. I made the arrangement for February 17th. Well, I went online to schedule a payment to be taken out of my account on the 17th and apparently I didn't save it or something happened where it didn't save. I come home on the 19th and my lights are off. I call TXU and ask them what's going on and they told me that I didn't keep my arrangement. I told them that I did, at least I thought I did. I checked it and my bank account and the payment didn't post. I made the payment right then and asked the lady if they could waive the reconnect fee as a courtesy. She told me to call back once the fee hits my account and they could help me with it. So I get my bill this month and it's on there. Lastnight I call TXU and speak with someone, whom I could barely understand and hear because it sounded like they were in a bar or something with the background noise and I tell her my situation. She says ok, let me look at your account. She leaves me on hold for 15 MINUTES!! Then comes back and says, "I'm sorry, at this time we can't waive the fee because you've paid your bill late a few months". REALLY??! I told her I'm aware of that but in 11 years I've NEVER had my electricity disconnected with the exception of once and that wasn't my fault, it was TXU's fault and they disconnected mine by mistake; it should've been someone else's. I told her to transfer me to a supervisor. She transferred me to Mike (her name was Maria). He told me the same thing. I told him well, I will find another energy provider and change immediately and yall can send me a finally bill and I'll pay you all $5 a month until it's paid off. He said, well, we can only provide a waiver once per calendar year to an account. I told him I HAVEN'T HAD TO HAVE A FEE WAIVED IN 11 YEARS!!!!! He said, I will go ahead and credit your account as a courtesy. Really? Thank you. {sarcasm} I am shopping around right now for other energy providers because TXU is ridiculous! I will find someone else who appreciates my loyalty because apparently it's not important to TXU. Good riddance!

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TXU Energy Responds

2014-03-19 14:12:46

Shalonda – We see that TER has just now posted your comment. We understand that high bills can be unexpected and frustrating, which is why we offer several flexible payment options to help customers with their bills. We value you as a customer, and your business is important to us. Please allow us the opportunity to improve your experience with us! If you don’t mind emailing us at SocialMedia@txu.com, we will work with you to resolve your concerns.

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Do not use TXU

Abe , Corpus Christi - 2014-03-10 16:32:19

I have been a customer for just under a year. I pray the next year comes quickly or I move to an apartment soon. I signed up via a flyer I received in the mail. That should have been my first warning. The features were nice and was told I would get $250.00 check in the mail after a few months of loyal service. The rate was competitive and I was using Stream with a variable rate. good some month, not so good on others. The first bill came in and nothing was said as my daughter paid it. A few months later she asked me to look at it and I was floored right away. I looked at the rate which was now several cents higher that the plan summary read in the flyer. Apparently, their plan summary did not mention the hidden fees not included in their rate which brought the rate to even higher than my previous provider. My apologies to Stream for shopping around. At least they were honest and not misleading or falsely advertising their plan details. I travel for my job and know I might be late in some months but choose to pay the late fee. Well that was different also. The second time I was late, I was hit with a $400.00 dollar fee on top of my bill bringing it to over $600.00 dollars. It took thirty five minutes each time and four calls to contact them. I called and told them that I was not made aware of this particular feature. If I had know of it, I would never have signed up. They said it was in the welcome package. Well that was convenient. tell me after I get in. It was buying a bad used car. Just a terrible experience. I am selling the house this year. I must admit, much of this rush now is to get out of this contract with this company. the absolute worst company I have ever been with and I tell everyone I know or meet to stay away. No one like to hear about the bad features after you make the purchase. TXU is a bad choice for those who expect honesty and integrity. Be warned...BTW is there a negative choice for experience as I found nothing good or easy accept ordering the service which was quick. Imagine that...

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TXU Energy Responds

2014-03-19 14:13:04

Abe – We apologize for the delayed response, your comment was recently posted to the TER site. We’re sorry that your experience has been less than satisfactory. Deposits are assessed when there are multiple late payments within a 12 month period and more than two disconnection notices have been received during that time period. In regards to charges on your bill, we’d be more than happy to answer any questions and address your concerns. We value you as a customer and would like the opportunity to assist you. Please email us at SocialMedia@txu.com with your account information and best contact number and we will see what we can do to help.

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Liars

Julia, Fort Worth - 2014-03-04 17:58:21

TXU sent me an offer asking me to come back to them. They offered a 125 dollar gift card and promised to mail it to me after I paid my first bill on time. I paid my first bill from them in December 2013 and it is now March 2014 with no gift card. I have called and been given excuses as to why the card was not mailed. The first excuse was the weather. The second excuse was no reason other than the problem has been escalated. TXU PROMISED If I signed with them again I would be paying the same or a little less than I paid when I was with them previously. The agent that signed me up pulled my previous bills from my previous account with them and said she looked at what I previously paid them per kilowatt and that is the price she would lock me in with if I switched back to them. BIG LIE!! I called and requested a recording of our conversation so that I could prove what I was told. And as you can guess no recording of our conversation exists. I am paying a lot more than I was paying the other company that TXU convinced me to switch from. I am tired of the lies and being overcharged. Do not fall for their gift card GIMMICK and switch like I did. You will be very sorry if you do. Run FAST from TXU!!

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TXU Energy Responds

2014-03-19 14:13:20

Julia - We see that TER has just now posted your feedback from the beginning of March. We value you as a returning customer and apologize for any inconvenience this has caused. We would like the opportunity to investigate what took place to see why you did not receive your incentive. If you don’t mind emailing us at SocialMedia@txu.com along with your account number and best contact number we will look into this and reach out to you.

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WORST SERVICE EVER!!

Peggy, Ft Worth - 2014-03-03 22:30:30

Ordered service online on a Wednesday which THEY messed up the order and was still fighting to have my service turned on 6 days later. The 3 different supervisors I had to speak with we're of no help what so ever, and definitely were NOT trained in customer service or how to do their jobs! This all happened when the outside temperatures were in the single digits and wind chill factors were below zero. My house is all electric! They couldn't care less what I had to endure while they were snuggled up warmly in their own homes! So now I'm stuck with a plan that I DIDNT WANT and would have to shell out hundreds of dollars in "cancellation fees" if I changed it. They gave me a plan that would only benefit them financially instead of what I ORDERED AND WANTED!! These people are less than professional, have absolutely no heart when it comes to the people who PAY THEIR SALARIES, and only care about how much they can STEAL from the customer! I wouldn't recommend this company to anyone and will be changing my service to another company as soon as I'm able to cancel this service without having to fork over my hard earned money just so they can "remotely" shut my service off. Extremely dissatisfied!!

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TXU Energy Responds

2014-03-19 14:13:43

Peggy – We apologize for the delayed response, your comment was only recently posted to the TER site. Our goal is always to exceed customer expectations, and we would appreciate the opportunity to take a closer look at your account. If you’d be kind enough to share your account number and contact information with us at SocialMedia@txu.com, we can take a closer look and reach out to you.

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FRAUD

Dissatisfied Customer, Cedar Hill - 2014-03-02 19:02:02

This I the WORST company I have EVER dealt with. I have paid TXU almost 1500.00 in a 3 month for a house that is less than 1500 sq ft. I got my first bill over $500 and freaked out....so I turned my central heat OFF completely. Yet for two additional months my bill continues to increase the last one being 578.00 . They continue to say its because of my heater..NOT TRUE ITS NOT ON!!! I believe they must be charging me based !!on my neighbors usage...the reps are not helpful and sound scripted.. Again worst compay

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TXU Energy Responds

2014-03-19 14:14:16

Hi- We see that TER has just now posted your feedback. We are sorry you feel this way. Many factors can contribute to a higher-than-normal bill besides your heater. If you allow us the opportunity, we would be more than happy to review your bill with you and help address any concerns or charges you have. Please let us take a closer look by emailing us at SocialMedia@txu.com with your account and contact information. We look forward to hearing from you!

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RIPPED FOR 14 YRS.

dddave, Arlington - 2014-02-27 02:50:29

I've been with TXU 14 years at this address. The very first year I asked them to check my meter. I had never seen an electric bill so high. They said they checked it and it was fine but, because they found no fault assessed a $10.00 fee. I have 1600 sq. ft. of which 400 are garage. 1200 sq.ft. living space. I was raised energy conscious. Friends and Family complain "Why don't y'all turn on some lights it's dark all the time." $400.00 or more per month on average. "MY ENERGY DASHBOARD" say's I use 187% more electricity than the average home in my neighborhood with matching criteria. ie. sq. ft., 2 referigerators, no pool, 4 occupants. We went on a vacation once. For 11 days nothing in this house but, the fridge and the subfreeze were even plugged in and my bill reflected an increase in kwh consumption. I called and tried to get to the bottom of it but, no they treated me like some kind of dumbass and I just let it go and quit questioning it. I've talked to neighbours not with TXU and they use less than half the kwh I use and they're shocked. I hate class action lawsuits. The lawyers make a bundle. The company barely feels it and the customers get a check for $4.92 after having been intentionally over charged double for many years. $200.00 x 12 = x almost 15 years = almost a years salary before taxes. I'm feeling ......suicidal.

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TXU Energy Responds

2014-03-20 12:00:54

We apologize for the delayed response, TER has just posted your comment from February. We value you as a long time TXU Energy customer and are very sorry to hear about your experience. The Usage Analysis on your MyEnergy Dashboard is based on a home profile which includes characteristics such as home type, square footage, etc. It is not exact to your premise. We would like the opportunity to address any concerns you have with your bill. Please let us take a closer look at your account with you by contacting us at SocialMedia@txu.com. Include your account and contact information and we will reach out to you to see what we can do to help.

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Highest bills ever since Nov 2013

Alexander, DeSoto - 2014-02-22 22:18:50

Our electric bill has been higher than any we've ever received in over 8 years. In November 2013, our bill went from $170 to $525 in February. And what's with the TDU Delivery Charge of $120? This is ridiculous, as we have our thermostat programmed to 65 degrees. I called TXU and of course they said we had more usage during the last 4 months. I've had enough and we're searching for a new provider.

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TXU Energy Responds

2014-03-19 14:15:04

Alexander – We apologize for the delayed response, TER has just posted your comment from February. We value you as a customer and are here to help address any concerns or charges you have on your bill. We understand high bills are frustrating and can be caused by a number of different factors, such as billing cycles, utility charges, weather factors and more. Your local Transmission and Distribution Utility (TDU) passes fees directly to all customers- no matter who the provider is- for the cost of maintaining poles, meters and wires (www.txu.com/tducharges). Please let us take a closer look at your account to see how we can help you by contacting us at SocialMedia@txu.com, include your account and contact information. We look forward to hearing from you.

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TXU doesn't care about loyal customers

Rose , Arlington - 2014-02-18 04:48:58

I have been with TXU since 2005. I have stayed with this company for this long simply because I didn't have the time to look around for better deals (I work full time and I'm also a full time student). This past year was my breaking point...I paid a bill over the automated system (~$250 a month for a one bedroom apt!!); when I checked my bank account they had taken the payment out twice. I called to explain to the customer service rep what had happened and they said they would take care of the problem. I asked the rep if everything was ok with my account and she said everything was fine. MONTHS pass by and again I was paying my bill over the automated system and I heard the charges were ~$450, shocked I call after work to make sure the amount was for the bill I had just paid and the upcoming months bill. To my surprise the rep said it was my passed due amount. I explained to the rep that I never miss a payment simply because I don't want to pay the reconnection fee or be without electricity for a few days. The first rep I spoke to about this matter said it was because I canceled a payment earlier that year...the SAME payment they had charged me TWICE for. I explained to the rep what had happened but she acted as if I were lying!!! The second person I spoke to gave me the same answer as the first...then the third person I spoke to said it was from an unpaid bill in APRIL OF 2011..... I was speaking to the reps about the matter in 2013!! I told the rep I would have to look at my bank statements to make sure I paid the bill (I knew I did because as I have stated I ALWAYS pay the bill, but I needed proof). I had to get ahold of my bank to request bank statements for March 2011, April 2011, and May 2011 to make sure all those months were paid. When I received my bank statements... sure enough all those months were paid. I called the reps back to explain to them I had proof of the payments I had made back in 2011... but this time the rep said it was for ANOTHER missed payment!!!! I was furious.. it was by far the most frustrating experience I have EVER had with any company I have done business with... after all these years this is how they were treating a loyal customer???!!?? I have learned a very hard lesson with TXU and I am now exploring my options with other energy providers. I DO NOT recommend TXU to anyone with limited time to speak to reps for almost an hour EACH call or limited time to research random payments from years ago. TXU: Please DO NOT try to give me a generic apology for what has happened to me after reading this review; I have heard enough fake apologies from TXU reps to last me a lifetime.

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TXU Energy Responds

2014-03-19 14:15:24

Rose – We apologize for the delayed response, TER has just posted your feedback from February. Your business is important to us, and we hate that we have not met your expectations. We would like an opportunity to further review your account and resolve this matter to your satisfaction. Please consider emailing your contact and account information to us at SocialMedia@txu.com. We want to help!

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Dropped the ball and blamed Centerpoint!!

Katrena Friedman, Houston, TX - 2014-02-13 11:55:51

I recently scheduled a temporary disconnect and reconnect so I could have my entire circuit panel/box replaced. Without any notification from TXU the orders were cancelled. They blamed Centerpoint, and took no responsibility for contacting me, though they require their customers to initiate all orders thru them. Then they couldn't reschedule the orders until 3 business days later. This all happened while the electricians were already at my house starting the job. They simply want to be a part of a process that doesn't need to include them at all. Switching to another electric provider who doesn't pass the buck and blame someone else. Customer service calls are a NIGHTMARE to navigate to a live person who is competent!!

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TXU Energy Responds

2014-03-19 14:15:51

Katrena – We apologize for the delayed response; TER has just posted your comment from February. Although we do submit temporary disconnect and reconnect order on behalf of your utility, CenterPoint is responsible for completing the request and notifying the customer of any changes or cancellations. We’re sorry that your experience was unfavorable and that we were unable to resolve this issue to your satisfaction. We strive for customer service excellence and would appreciate the opportunity to improve your experience with us in the future.

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Totally Fraudulent

Fred Oden, Lewisville, Texas - 2014-02-12 09:54:43

The company estimates your usage according to temperatures and size of dwelling. They overestimate my bill continuously and I have to argue with them for hours and speak to numerous Supervisors before anything is accomplished. The end result has previously been a partial adjustment to my bill. Now they are refusing to correct my bill. They are claiming actual meter readings by another company when the residence was unoccupied and all electric appliances disconnected and no CH & A in the dwelling. An obvious and blatant intentional act by TXU to illegally collect additional revenue from their customers. If they overcharge all their customers by estimating their bill, historically approximately 60% of the customers will simply pay it and not complain. The means 100s of millions of dollars of increased revenue for TXU. This keeps their stock prices over evaluated. Join me in a Class action lawsuit against TXU and Texas-New Mexico Power to stop their illegal actions against the citizens of Texas.

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TXU Energy Responds

2014-03-19 14:16:33

Fred – We see that TER has just now posted your comment from February. Your utility, Texas New Mexico Power, maintains meters and is responsible for the meter readings at your premise. If for some reason the utility is unable to obtain an actual meter reading, the usage may be estimated based on your past energy usage or history of your current location. If the read is for more than your actual usage, this will self correct with the subsequent reading and will be reflected on your next bill. We’d encourage you to pursue further questions about your meter readings with your utility directly. If you have questions about your service plan or account with TXU Energy, we’d be more than happy to help address those if you’d be willing to email us at SocialMedia@txu.com.

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Worst company ever!!!!! Run away! !!!!!!

Ricky Brewster , Breckenridge texas - 2014-02-10 20:48:23

Been with them for over a year and the billing and rates were very good but during the winter our billing was fairly good for the winter until the month of January and it shot up over 200 hundred dollars over the normal 140, our bill was around 350 to 400 for several months and we weren't home at all during those months. We stayed somewhere else with relatives to see if the bill would go down and still no change? Tell me how I can pay that much for a freaking bill and not even be there! No heaters on no electic running no one is even home and our bill is still higher than ever, fixing to switch and never going back! This company is full of crap and customer service is a all out joke, trying to talk to someone you can actually understand is a one in a million shot, I push one for English and I get someone who can barely speak English at all. I will never refer this company to anyone ever at any point! Never been more disappointed in my life! If I could rate this I would get the owner on the phone,laugh at him histericlly for hours and tell him I wouldn't even give it a zero if heard me all the money in the world!!!!!!!

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TXU Energy Responds

2014-03-19 14:16:52

Ricky – We see that TER has just now posted your comment from February. We are sorry to hear you feel this way. Regardless of the retail electric provider, many consumers are seeing higher than normal bills during the Winter months, as it takes more energy to keep homes warm during extremely cold weather. We would like an opportunity to further review your account with you. Please email SocialMedia@txu.com and include your account number and your contact information. We look forward to hearing from you.

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TXU Con / Scam

G. Willis, Houston - 2014-01-30 15:33:48

I just received my "Loyalty Reward" card from TXU via Citibank. Most folks would be jumping for joy to get the card, but that is because they don't understand the SCAM it really is. To use the card, you must activate it. When you activate the card, you automatically ding your credit score because you now have more credit available. You must also give Citibank all of your personal info which means you are inviting Citibank to flood you with mail and loan offers, thus possibly increasing your debt. In addition, by forming this "relationship" with Citibank you are giving them permission to give your info to any of their "related businesses. At the same time, TXU gets a kick back every time you use the card and also knows they can sell / supply your contact info to other would be opportunists that want your money. The whole "Loyalty Reward" debit card thing is just a big CON / SCAM job to get into your wallet.

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TXU Energy Responds

2014-02-11 10:22:01

Hi G. Willis- Thank you for being a loyal TXU Energy customer. We take customer privacy seriously and want to share some facts with you regarding our Cash Back Loyalty Program. Recent changes to prepaid card industry (PCI) rules require customers be given the option of choosing “credit” or “debit” when paying with their card. To do this, cards must be activated and assigned a PIN. The prepaid card is loaded with the value of cash back you earned during 2013 and can be used anywhere Visa is accepted. It does NOT add to your debt ratio and we did not check your credit to issue the card. TXU Energy does not sell or provide your information for commercial purposes. We would be more than happy to discuss this with you further if you’d like to contact us directly at SocialMedia@txu.com. We’re here to help!

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Horrible company and poor customer service

Ashia , Houston - 2014-01-30 12:06:45

This company is a scam! Be aware and do your research! I signed up for Txu in August 2013 for the free nights program. Now I live in a 1 bedroom apartment and work all day so I'm barely home and to my surprise my bill was over $250. I called to change my plan because the rep who placed my order told me I could change it if I didn't like my bill. So I called and they changed my plan. To my surprise I got my next bill and had a $150 cancellation notice but yet I still had the service. I spoke with a supervisor who told me that fee was for changing my plan. That was strike one! Then i received my next bill and it was still high. Let me remind you, I'm in a 1 bedroom apartment. Finally I got my bill in December and my bill was over $600. I called customer service who may I say suck at their job, I was told I had a deposit yet I had to call every month because my bill skyrocketed. Every time I called I got a different reason as to why my bill increased. Not even the supervisors could give me a straight answer. I work in customer service and this Is not how you retain customers.

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TXU Energy Responds

2014-02-11 10:24:23

Ashia – We are sorry to hear you had a less than favorable experience with us. We take Customer Service very seriously and we strive for 100% customer satisfaction. We would like an opportunity to assist you further. Please email SocialMedia@txu.com include your account number and contact information and we will contact you right away.

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price plans

Rose Mary Haynes, Farmers Branch - 2014-01-29 18:41:38

very satisified with service I am now receiving

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TXU Energy Responds

2014-02-11 10:24:59

Rose Mary Haynes – Thank you for your feedback. We appreciate your business!

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Camouflaged Rip Off - SEEK ANOTHER COMPANY

David, Dallas, TX - 2014-01-29 11:42:45

The free nights and weekends is a complete rip off and the cost of the difference is on the back end. Matter of Fact TXU is not a customer friendly company. I always heard things about them but now it has internalized to be true and accurate. I was billed for $676.25 for 23 days. Single, 2100sqft home and always working. When I am not home my thermostat is set at 60. There should be some type of investagations to take place with this company. And the only response you will get is "the charges are accurate to your reading" this is ridiculous and I will be switching immediately.

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TXU Energy Responds

2014-02-11 10:26:41

TXU Energy Free Nights and TXU Energy Free Weekends are separate service plans that allow you to reduce your monthly bill by shifting your usage to the hours and/or days when usage is free, and are suited for customers who can shift their electricity usage to the free hours. We would like an opportunity to review your account with you and understand how we can best help you save. Please email SocialMedia@txu.com including your account number and your contact information. We look forward to hearing from you.

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Bad years ago, just as bad now

Lori, Baytown - 2014-01-27 19:39:45

I had TXU several years ago when I lived in Austin, TX. I had a very bad experience with them where they cut off my power for three days after refusing to extend the due date of my bill a few days until I got paid. TXU does not let you call in and extend your due date all willy-nilly, you have to be APPROVED for an extension, and if you aren't, well, nuts to you. It was the middle of August, with temperatures of 90+ degrees and I was without power for three miserable days until I got paid. Fast-forward to current times. Like an idiot, I decided to give TXU another chance, mostly because their 100% renewable energy rates were so attractive. So I signed up with them for the duration of my lease, 1 year. Yeah, I know. Stupid. Anyway, after several issues with billing and attempting to understand the fast-speaking foreign customer service reps, I decided I was done with TXU and switched to another service. I don't care about the contract, and think of me what you will, but I was done. Today, a delinquent bill collector called me and threatened me with "forwarding my delinquent bill to my new energy provider so it would be on my new bill", I couldn't help but laugh in his ear. Really, TXU? What liars. I went onto TXU's live chat feature and have in writing, the confirmation that this isn't true, possible, and definitely not legal. Thank you, live chat, for providing me with evidence if I ever should need it. I am so glad I ditched these stupid, lying scumbags, contract be darned. Stay away from TXU.

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TXU Energy Responds

2014-02-11 10:27:55

Lori - We apologize your experience was less than satisfactory and are eager to understand it better. We offer many payment options to customers who need assistance. We would appreciate the opportunity to improve your experience with us. Please email SocialMedia@txu.com with your contact information – we’re here to help!

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I heat with a gas floor furnice

Lisa townsend, Sherman Texas - 2014-01-27 12:14:46

i lived in a 1200sq ft house, Gas cook stove, gas water heater and 1 gas floor furnice. I recieved a 780.00 electric bill. I called and asked why my bill was so outrageous. I was told it was because of the week long cold snap that come through my area. I said" hello what part of this do you not understand, im mostly gas. Needless to say i never had a bill so high even running 4 220 window units 24 hr a day. They told me again it was because of the cold snap. i had to pay the bill.

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TXU Energy Responds

2014-02-11 10:28:55

Hi Lisa- we would like the opportunity to address any concerns you have with your bill. Please let us take a closer look at your account with you by contacting us at SocialMedia@txu.com. Include your account and contact information and we will reach out to you to see what we can do to help.

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When TXU makes a mistake, the customer pays

Jan S, Arlington - 2014-01-27 11:36:01

10/25/2013, I phoned TXU in regards to my electricity contract expiring. I spoke with Kayla to determine if I could continue my current Mega Plan. She placed me on hold and spoke with her supervisor who approved the continuation of my plan. Kayla read her notes back to me that stated “mega choice would roll over for an additional 12 months”. After receiving my January bill, my plan had been changed without my knowledge. My energy charge was higher and many new charges were added to my bill. These charges were a Base Charge, a TDU delivery charge and Gross Receipts Reimb. 01/06/2014, I spoke with a TXU supervisor Mike who reviewed the call with Kayla and stated “yes, the good news is Kayla did check with her supervisor and you can continue on the Mega Plan. The bad news, I will need to send the request to the Issue Referral Department. 01/23/2014, I spoke Taisa (Issue Referral Dept) and she agreed that while I was told I could stay with the Mega Plan by a TXU representative, the TXU supervisor was wrong to promise I could stay on the Mega Plan. Taisa said TXU would not continue the plan as promised. Taisa would credit my account a percentage of the unexpected charges, but I would still need to pay the remaining charges they billed to my account. A good resolution would have been to credit my bill to equal what a Mega Plan payment would have been and then to reevaluate my electric plan with TXU. The bottom line is TXU quoted me a rate and then billed me at a much higher rate. Upon reviewing the issue it was concluded that it was unfortunate that I believed what the TXU supervisor had agreed to. Therefore, I can come to no other conclusion that I was robbed by TXU.

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TXU Energy Responds

2014-02-11 10:29:39

Jan S. - We’re sorry that your experience was unfavorable and that we were unable to resolve this issue to your satisfaction. We strive for customer service excellence and would appreciate the opportunity to improve your experience with us in the future.

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No.

TXU Energy Customer, Fort Worth - 2014-01-27 07:29:56

I called about a mistake that I saw on my bill. The agent kept trying to explain to me what "energy consumption" meant (like insultingly defining it for me) and said that that was the amount I was responsible for paying, etc. I repeatedly had to tell him that I KNOW what the bill says but that the bill was NOT right. He acted annoyed when I asked to speak with a supervisor, and the supervisor herself had an arrogant I-dare-you-to-challenge-­me tone the whole time she was talking to me, saying that she can't guarantee that they will be able to resolve my problem. Several days later I received an e-mail where they simply confirmed that they had resolved the issue, but they didn't even apologize in the e-mail for the mistake and the hour that I had to spend on the phone. It was like, "We fixed the problem. Thank you." As soon as my contract ends, I will be switching over to another company.

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TXU Energy Responds

2014-02-11 10:30:51

We apologize that your experience has been less than satisfactory. Our goal is always to exceed customer expectations. Your business is important to us, and if there is anything we can do to assist you further, please email us at SocialMedia@txu.com.

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December 2013 Bill-- Fraudulent surge in reported usage.

TXU Acct #900027330664, Fort Worth - 2014-01-24 09:53:47

For customers who have been getting suspiciously high peaks in usage that do not correspond to what they know was supplied to their residence, I believe TXU has been intentionally and artificially raising the bills of these customer accounts for some time in the winter in order to help fund their persistent financial difficulties. I have been a long time customer and have seen in the past two years for December a usage on my bill that would be ridiculous to even assume we have been using but could easily on the part of TXU be justified since its colder in the winter time and energy consumption would naturally increase. I expect an increase in usage but given the square footage of my home, spending less time in the residence during December and keeping units off intentionally (or not even functioning to turn on) there is no way the 9,000 kWH they are charging us for---at nearly $1300 from the $327 we paid in November, makes any sense. I have reached out to TXU customer service and they claim that this must be accurate. I am prepared to go to the Public Utility Commission with these figures and evidence to support my claims and would be interested to hear from others who have noticed the same problem.

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TXU Energy Responds

2014-02-11 10:31:35

Regardless of the retail electric provider, many consumers are seeing higher bills in part because it takes more energy to keep homes warm during extremely cold weather (www.txu.com/tips). We would like an opportunity to further review your bill with you and address any concerns that you may have. Please email SocialMedia@txu.com and include your account number and your contact information. Your business is important to us. We look forward to hearing from you.

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Ripped off by TXU

Jan S, Arlington Texas - 2014-01-23 21:10:41

10/25/13, I phoned TXU in regards to my electricity contract expiring. I spoke with Kayla to determine if I could continue my current Mega Plan. She spoke with a supervisor who approved the continuation of my plan additional 12 months. After receiving my January bill, my plan had been changed without my knowledge. My energy charge was higher and new charges were added to my bill. These charges were a Base Charge and TDU delivery charge. 01/06/14, I spoke with TXU supervisor Mike who reviewed the call with Kayla and agreed that TXU did approve continuation of the Mega Plan, however he was required to send the request to the Issue Referral Department. 01/23/14, I spoke Taisa (Issue Referral Dept) and while she agreed that I was told I could stay with the Mega Plan by a TXU representative, the TXU supervisor who approved this was wrong. Taisa said TXU would not continue the plan as promised. Taisa would credit my account for $100.00, but not for all the additional charges. A good resolution would have been to credit my bill to equal what a Mega Plan payment would have been and then to reevaluate my electric plan with TXU. The bottom line is TXU quoted me a rate and then billed me at a much higher rate. Upon reviewing the issue it was concluded that it was unfortunate that I that I was told TXU would continue my plan when they wouldn’t. I would be billed for the more expensive plan they placed me on.

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TXU Energy Responds

2014-02-11 10:56:18

Jan S. - We’re sorry that your experience was unfavorable and that we were unable to resolve this issue to your satisfaction. We strive for customer service excellence and would appreciate the opportunity to improve your experience with us in the future.

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you`ll get ripped off

Amiee Turner, Harker Heights - 2014-01-23 19:38:23

my bill was pretty steady until it hit june and it started jumping higher and higher then came aug I got not ! bill but 3 bills in one month ... customer service forget half the time they dont answer ,or they cant help u

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TXU Energy Responds

2014-02-11 10:33:36

Amiee Turner –We understand that high bills can be frustrating and our Customer Care Representatives are available 24/7 to assist you with any concerns you may have. You can contact us at 1-800-818-6132 or email us with your account and contact information at SocialMedia@txu.com for assistance.

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TXU worst Energy Company

Doris, Houston - 2014-01-23 11:21:36

They don't appreciate loyal customers,customer servie is horrible all they care about is how to rip you off. PLEASE DO NOT USE TXU

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TXU Energy Responds

2014-02-11 10:34:21

Doris – We value your loyalty and are sorry to hear you feel this way. We would like to better understand what took place. If you’d be kind enough to email SocialMedia@txu.com and provide your account number and contact information, we can take a closer look and reach out to you.

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Free Weekends? Not Really

Lois, Dallas, Tx - 2014-01-19 16:04:09

I signed up for the Free Weekends plan in July 2013. The Energy Charge per kilowatt hour shown on my bill is almost twice as high as what I was paying before signing up for this plan. The bill shows an "average price you paid this month" which INCLUDES the weekend hours and makes it seem like you are paying a lower rate. On a recent bill, the kWh for weekday days/nights was 18.4 cents, but the average kWh for the month was $13.0 cents. So TXU still gets its money. And if I cancel early, they will charge me a fee of $150.00.

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TXU Energy Responds

2014-01-24 16:01:57

Hi Lois- Your average price per kWh includes all recurring charges (base charge if applicable, energy charge, and TDU charges) as well as local and state sales tax. Just like your energy charge, this price may increase or decrease depending on your usage. The benefits of The TXU Energy Free Weekends plan is that it allows you to manage how you use electricity and reduce your monthly bill by shifting your usage to the days where usage is free. The average customer uses about 25%-28% of their electricity during the free hours. The TXU Energy Free Weekends plan is best suited for customers who can shift some more of their electricity usage to the free hours. We will be more than happy to review your account and see how we can assist you further. Please email us at SocialMedia@txu.com with your account number and best contact number so that we can help.

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Our ussage makes no sense

Michael D Baker, Grand Prairie TX - 2014-01-18 10:05:37

Signed on with TX Dec 2012 our usage stayed pretty moderate thru August under 1000 KWh during that period we received assistance on our bill (May - Aug) Sept & Oct our usage skyrocketed to 1300 KWh then Nov & Dec it dropped to under 1000 KWh and then Jan shot up to 1300 KWh again, this makes no sense to me, June - Aug we ran 3 window ac's and 2 ceiling fans pretty much all the time, From Nov up until now. we have used 1 radiator heater and one fan heater just enough to take the chill of in the morning in the evening while we get dressed during the day they are off my wife uses an electric blanket as needed to warm the bed before she gets in to it and occasionally she wakes up in the middle of the night chilly puts it on to warm up then turns it off.. We have no washer or dryer and our stove is gas and we have installed energy efficient light bulls throughout the whole house so our bill to go up that high makes no sense to us. The Base charges, & TDU charges alone are $50 a month I am on Social Security Disability income of $815 a month and cannot afford a $200 a month Electricity bill.

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TXU Energy Responds

2014-01-24 16:01:44

Hi Michael- We are here to help address any concerns or charges you have on your bill. It takes more energy to get to and maintain a warm indoor temperature when it’s extremely cold outside which means you could be using more energy, even if you don’t make any changes to your heater. This can cause an increase in consumption, resulting in an increase in your bill. Please let us take a closer look at your account by contacting us at SocialMedia@txu.com. Include your account and contact information and we will reach out to you to see what we can do to help.

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RUN LIKE HELL !! TXU ARE THIEVES !!!

S. Putney, Odessa. Texas. - 2014-01-16 19:22:36

Do Yourself a big Favor Run like hell. Avoid these thieves !!! They will dupe you then rob you blind . They honestly dont give a damn. Forget customer service it does not exist here. I am a divorced single mother with one child living in a one bedroom apt. The charges have risen every single month the last bill was over 350 dollars in one period - i could not believe my eyes.. They make me pay half then 3days before the second half is due they started sending me disconnection threats ( and i mean threats - there is no way it can be classed as a notice) - i had already agreed with an agent when to pay the second half.... Now i have no cash to pay for food for my child an I and my next paycheck is over a week away. As far as i know i had a good relationship with this company until July 2013 when i was duped into a years contract..... Take my advice and avoid these thieves !!! If i could rate properly they would get a big fat zero !!!

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TXU Energy Responds

2014-01-24 16:01:30

S. Putney- We are sorry you feel this way. We understand that high bills can be frustrating and can be caused by a number of different factors, including the weather. We offer several payment arrangement options for customers who need assistance paying their bill. We also have helpful tips to control and reduce your usage on our website at www.txu.com/highbill. We strive for customer service excellence and would like the opportunity to work with you to resolve your concerns. Please contact us at SocialMedia@txu.com with your account and contact information and we will see what we can do to assist you.

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change my bill amount

Nashra Haque, Fort WorthTX 76132 - 2014-01-15 14:32:57

Hi This i s Nashra Haque i am using Txu Energy Lasy Year.I am not satisfied last two months bills This month my txuenergy account showingvery high if you are not decress this month my bill than i will switch anthor electirc provider company.Nashra Haque

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TXU Energy Responds

2014-01-24 16:01:17

Hi Nashra- We received your email you sent to our Social Media Team. We are glad we were able to reach out to you and address your concern. We look forward to hearing back from you so that we can help get your issue resolved.

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Liars

Barb, Rockport - 2014-01-14 10:32:42

Where do I start? I left TXU for another company because my bill had gone up drastically. After making the switch I was contacted by TXU to try and win me back. I told them why I left and they said I should have received a letter back when my contract was almost up so I could renew and continue my low rate. I told them that I never received any letter. The rep then offered me a plan that was better than the other company. I told him that I did not believe I could accept because I was past the 3 days to rescind with the other company and was afraid I would be charged $150 termination fee. He stated again and again that I "legally had 6 days." So I said yes to the offer and what happened? I called Public Utility Commission and was told it is 3 days not 6. So I called TXU back and told them I wanted to rescind their offer because I was lied to. And what happened? That rep told me the same thing that I had 6 days. She said it even after I told her what PUC said. Plus the disclosures TXU sent me also said 3 days. So now I have to wait up to 30 days while the other company does a "market track" so my service won't be interrupted which means I have to stay with TXU until it is complete. Moral of the story don't trust anything that TXU sales reps say.

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TXU Energy Responds

2014-01-24 16:00:53

Hi Barb- We apologize for any inconvenience this has caused and would appreciate the opportunity to address your concerns. If you don’t mind emailing us at SocialMedia@txu.com along with your TXU Energy account number and best contact number we will investigate what took place and reach out to you.

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RUN RUN AWAY Deceptive company

Im afraid to give my name!, dallas - 2014-01-10 17:05:11

Being from the northeast and new to dallas and the deregulation of energy providers Learned that i had to call around to get affordable rates,I had ordered the electric provider that was not TXU and moved into my new home 11 months later TXU called my service provider and told them I was their customer they called me for 3 months asking me to switch and i said i was happy with my service provider thank you,again I get a call and again I asked them to remove from their list well some how they switched me to them WITHOUT MY CONSENT and then billed me for 11 months of electricity ,mined you i have been paying the provider i thought i had each month never once did Txu send me a bill until after they switched me to them,then it was over $1500 and then threatened me to take me to court etc...butch of crooks, i told them repeatedly I was not there customer never was long story i payed them ,the electric commission is in there pockets, almost had to go to court luckily i got some money from the other company i had,it was what i had paid over the months which was a little over $600 so do the math $ TXU is $900 more for the same time frame

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TXU Energy Responds

2014-01-24 16:00:41

Anonymous- We are sorry that you had a less than favorable experience and would absolutely appreciate the opportunity to investigate what took place. If you’d be kind enough to share your contact information with us at SocialMedia@txu.com, we can take a closer look and reach out to you.

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I believe there is MAJOR fraud going on with this company

Josh, Dallas, TX - 2014-01-09 00:26:05

Just received my latest bill for the month of December. TXU is claiming that we used almost $540 last month. To date, i have never had a bill over $300. The shady thing is that i live in a 1500sqft house. How I know they are running a con is that there was an ice storm last month and we were completly without power for 4.5 days. In addition to that, we traveled over the holiday and were gone for 12days. During that time all lights were off except for a few LED bulbs, the thermostat was turned down to 60 and we turned off our electric water heater. Basically they claim that we used twice the electricity in only 15 active days than we did all prior months. Called to complain and were basically told tough s**t. They said there was no way they could have made an error and that we must pay the bill in full. BEWARE OF THIS FRAUD OF A COMPANY.

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TXU Energy Responds

2014-01-24 16:00:28

Josh- We understand that high bills can be frustrating. Even if you haven’t changed your thermostat setting, it takes more energy to get to and maintain a warm indoor temperature when it’s cold outside. This can result in an increase in energy consumption. Many consumers are seeing higher bills due to the ice storm, regardless of their retail electric provider. We’d be more than happy to review your bill with you and talk about ways to reduce consumption. Please contact us at SocialMedia@txu.com with your account number and best contact number and we will see what we can do to help.

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TXU Free Nights Program Canceled

Luci Hundley, Rockwall - 2014-01-08 19:37:26

I made a complaint on this web site back in November 2013 about TXU Energy Free Nights program. I am a solar customer providing energy to the grid in daylight hours. I was being charged for both the energy I consumed in the daylight hours and the energy I delivered back to the grid. I could not get satisfaction from TXU so I complained to the PUC. I sent smartmetertexas.com data to illustrate my issue to the PUC. Smartmetertexas.com data is the actual TDU data from all Texas residents with smart meters. TXU has corrected my bills finally effective 12/24/13. Merry Christmas to me! Interestingly enough the Free Nights program has been canceled as of today 1/8/2014.I suspect I had something to do with that. I think there was something very wrong with the billing on the Free Nights program. Anyway, I analyzed my own data, won my case, and would love to analyze yours too! Contact me at lucihundley@yahoo.com if you would like me to analyze your data for you. TXU will correct it if you have been improperly billed. But you must have data. If you don't know how to get it and analyze it I can do it for you "Feeling" like your bill is too high is not good enough. Data is needed! And I can get it for you! TXU is NOT using TDU data to bill you for Free Nights. They are using algorithms and percentages. But the Electricity Facts Label says they will use the ACTUAL TDU data. You will win your case if you send TXU the real data. And I can get it for you!

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TXU Energy Responds

2014-01-24 16:00:14

Luci- Our Right Time SavingsSM plans (i.e. TXU Energy Free Nights and TXU Energy Free Weekends) are intended to help customers manage how they use electricity and save. Usage data is received in 15 minute intervals from your meter, which is maintained by your Transmission and Distribution Utility. Although these meters are more than 99% accurate, we also refer customers questioning their consumption to smartmetertexas.com as a non-biased comparison. Our TXU Energy Free Nights plan is still available for customers who wish to enroll and feel that they can benefit from the savings offered with this plan.

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single mother of 3 late on bill 1day assessed a 400.00 deposit

Teio Girl, Dallas - 2014-01-08 10:41:05

i can not beleive that i left the other energy provider for this... i was so thrilled they had given me a 200 visa reward card, monthly payments were not bad. i was late on the previous moths bill which was only 59.00 but around Christmas time and work being so slow i couldnt pay it then i finally got but forgot to make the payment by one day!!!! they have added a 400.00 deposit. how am i going to afford this it would be cheaper and reasonable to go with another carrier. they have on their bill we help needed families yeah right help them find a spot right under a bridge!!!! i hate the fact that because of my human error i was late by 1 day but the fact that they see i am struggling to make my bills on time for that small amount and they turn around and add 400.00 are you serious. like how do you come up with that amount. when i originally was looking for service the deposit was 150.00 now for an existing customer they charge 400.00. they treat new clients liek royalty to bring them then make hard for existing clients. we will be canceling our service with this company and will not be coming back. i have heard great things about reliant and ambiant!!!!!

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TXU Energy Responds

2014-01-24 16:00:00

Hi Teio- We would be more than happy to address any concerns you have. Deposits are assessed when there are multiple late payments within a 12 month period and more than two disconnection notices have been received during that time period. We actually have payment guidelines that are considered lenient in comparison to other retail electric providers. We also offer installment plans for deposits that are assessed. We value you as a customer and would like the opportunity to assist you. Please email us at SocialMedia@txu.com with your account information and best contact number and we will see what we can do to help.

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Muhammad Haque Fort Worth Horrible

Muhammad Haque, Fort Worth - 2014-01-03 16:04:17

Hi This is Muhammad Haque. I am very very very very very very very much frustrated from TXU. I have called Bounce Energy, and they have said to me that TXU are charging too much TDU charges. I have reviewed my relatives, neighbors and friends and they have bounce energy and one has reliant it does not increase more than 27 dollars.. TXU is a horrible company I have ever had in my life.. I have got bill 1579 KWH and they have charged $57.50 TDU charges and same amount of KWH even my neighbor have 1700KWH, he has 22.46 TDU charges from BOUNCE ENERGY.. SHAME SHAME SHAME TXU.. Don't buy or signup with this fraud company.. They ruined your money and savings in winter and summer seasons.. Hatred like a hell, unfortunately I am on contract until JULY 2014 and I have to pay $150 or 200 cancellation fees if I disconnect service or switch to another energy provider. But from my side, it is confirmed that I will not be renewing contract with TXU after JULY even I have to Security Deposits to another company, because deposit is my own money and I can use towards bill after a year, but I will be relaxed that I am not getting enough TDU charges from different company, I am very much disappointed from TXU. I am disabled with Common Variable immune Deficiency Syndrome and on Medicare and Medicaid but they (TXU) ruined my money. I would recommend everyone not to buy TXU forever and it is my constitutional right that I can review whatever I have been facing in my life from one company or services...Again Shame on you

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TXU Energy Responds

2014-01-13 14:56:08

Hi Muhammed- We appreciate you giving us the opportunity to work with you to resolve your issue. If you have any further concerns or questions, please do not hesitate to contact us at SocialMedia@txu.com.

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Outrageous TDU charge/excessive one month usage bill

Deborah Stevenson, Salado - 2014-01-02 16:09:43

After receiving an excessively high bill that I have been trying to get answered, to no avail, I also noticed that I was billed $97.51 TDU delivery on this same bill. I sent this company a picture of my meter that proves I am using 50% less than what they are claiming. And no one has even bothered to address the $97.51. Instead I get an insulting lecture on how to conserve energy (hello check out all my other bills. They are less than $100 for the most part). I also received from the executive branch the number to call to get help paying my bill. Folks, I never claimed to have an inability to pay it. Terrible. Terrible company. If you can, choose another carrier. Been in Texas since 1988. Always had TXU. Now I plan on doing the research to change.

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TXU Energy Responds

2014-01-13 14:55:13

Hi Deborah- We’re sorry to hear you feel this way. Your business is important to us and we would appreciate the opportunity to improve your experience. Your Transmission and Distribution Utility passes through the TDU Delivery charge for the cost of maintaining poles, meters and wires (www.txu.com/tducharges). Please contact us at SocialMedia@txu.com including your account number and the best way you can be reached. We want to help!

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Dec 2013 Ice Storm Energy Abuse

Adadevoh, McKinney - 2014-01-02 10:04:49

There was a massive ice storm in Dallas beginning on Dec. 6, 2013. TXU claimed we used more kilowatt hours during the storm, when in fact we used less. Our call to the company was useless, and the service agent tried to claim we used more energy than we did. AS SOON AS I CAN I WILL CHANGE PROVIDERS, SO PLEASE AVOID TXU AT ALL COSTS.

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TXU Energy Responds

2014-01-13 14:54:12

Hi Adadevoh- Many factors can increase your energy consumption, including cold winter weather temperatures. It takes more energy to maintain a warm indoor temperature when it’s extremely cold outside. If you don’t mind emailing us your contact and account information to SocialMedia@txu.com we would be more than happy to take a closer look at your bill with you.

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awful customer service

Ian Foley, Roiund Rock Texas - 2013-12-27 18:40:19

1100 sq ft house, well insulated, gas heated, gas stove, gas dryer. latest bill $257.60. called yesterday and talked to El Salvador. asked to talk to someone in USA and gave up after holding for over 30 min. called back today and talked to someone in Panama, later someone in Guatemala. talked to 2 women in Abilene, talked to 3rd woman who refused to say where she was somewhere in Texas. 3rd woman told me supervisor, Don, would call me back when he returned from vacation. don't know when that may be . didn't think deregulated rip offs was good idea.

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TXU Energy Responds

2014-01-13 14:53:36

Hi Ian- We value you as a customer and we are sorry to hear that your experience has been less than exceptional. We would be more than happy to address any concerns you have with your bill. Please contact us at SocialMedia@txu.com with your account and contact information and we will see what we can do to assist you.

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TXU New Service

Scott Goble, Tyler Texas - 2013-12-22 18:10:01

I've had TXU electric for over 25 years I have a business account as well as a home account. We built a new house and I called to get electrical service to it because the existing one was too far away from the other one. Well TXU informed me that in order to get new service I need to pay a $395.00 deposit. Really ? I've always paid my bill maybe not on time but when they call and remind me I pay it right then, Im only human, I've never asked for extentions or any extra consideration, I just work out of town and sometimes I can't always get to a computer. I am leaving TXU as soon as Reliant energy gets the electrical lines ran to my new house. So long suckers.

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Scam and rip off ( charged a return fee on a debt card ) Really ?

LeNae , Fort Worth - 2013-12-20 15:19:25

So I just got off the phone with a txu customer service agent to inquire why my scheduled payment had not been posted to my account . As the agent looked up my account she tells me that the payment was denied by the bank and was returned . I said excuse me the money is there . She said no ma'am it is not . She then told me on my new to bill I would have a return check fee . I said ma'am this is my debt card no check has been used . She said well there would be this charge on my next bill due to it being returned .I hung up at this point and went to the bank . I sat down with the banking agent and asked why my txu bull payment was returned . The banking agent then tells me THAT NO txu bill payment had even came through . I then pull up my txu online account to discover that the scheduled payment had been canceled . I called txu back to give them all of the information that i had to hear that oh well i would still be charged a return checkfee . This is the final straw on top of several other billing problems . I'm gone , we are looking for new electricity providers

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Customer

Who, Killeen, TX - 2013-12-18 18:16:49

I have been a TXU customer for about six months now. For the first five months my bill was between $65 to $90. Today, I review my bill for this month, and the bill increased to $186.00. I called them to get a understanding why this month bill had doubled, the only feedback I heard was because of the change of weather. Customer service wanted me to believe because of the weather change is why my usage of kilowatt doubled. I have the free night plan. My activities have not changed at all. It is no way possible that my usage should have doubled. This company is using this plan to rip off customers. When my contract ends I will not renew. And on top of that I requested a new reading. Customer service had the nerves to tell me it is a fee to have a new reading. Rip off company. If possible stay away.

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The worst experience with TXU

Daniel, Houston - 2013-11-29 10:51:36

I signed up with TXU last March, the energy cost for me is more than double compared with my previous company. It has hidden charges. The service is bad, I didn't receive the bill and late for payment, they just turned off the power. It caused me a $$$ for the lose. It also charged for the re-connections and other fee. I cancelled the contract even paid the cancallation fee $295.

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Fraud & scammers

Wally K, Houston - 2013-11-26 15:50:19

Living in an apartment I was receiving a monthly bill averaging $350 a month from TXU energy, therefore, i decided to switch to a different company, and when asking about my deposit witch was $400 they informed me that it's been deducted from a previous month bill which was aprox. $650 again I live in an apartment & if I don't pay my last bill it would be reported to collection. I don't believe this sh......t, someone has to stop them from scamming people. I strongly advise you to avoid dealing with this company.

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What's with all the negative reviews?

Cuong , Houston, TX - 2013-11-24 02:32:50

Before switching to TXU Free Nights, our monthly bills were in the 400 range. After we agreed to switch to TXU Free Nighs and our bill drop to 110 for that month. And it stayed in the 100 range for almost 6 months now. Customer was very generous and informed us of the increase in kwh, cancelation fee, and everything we needed to know about the plan before agreeing to make this change. I'm happy with what I'm paying for and using free electricity is amazing.

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Shysters

Pam, Houston - 2013-11-22 15:26:53

When I first switched to TXU I was happy but my bills have slowly increased to a ridiculous amount now for only one person who lives in a brand new home. When I first called billing I was advised to call Center Point as they are the suppliers and they were the reason my bill was so high. Of course when you call Center Point about your electric bill the voice menu tells you to go to "right to choose" on the internet. My next call a woman told me it was my A/C that had been using the most energy but I told her I had not turned it on (not even once) for that time period. How could it be drawing energy if it's turned off? She then advised I have a repairman check it out because A/C unties don't last very long anymore. I told her it was less than 3 years old. She said it was probably my house then and the insulation was poor. I told her the house was less than 3 years old. Then she claimed it was the electronics…but I have a smart TV. In fact, all my appliances are Energy Rated!! So this past week (according to mydashboard) it's the A/C again that is drawing so much energy. I not only have the A/C turned off but I have even flipped the breaker switch to the unit off. I wish I knew if it is possible for the unit to still draw electricity under these circumstances. Of course the woman with all the answers didn't seem to know. After researching my history with TXU, I see the real culprit is the price they are charging me ~ 12.2 cents per kWh. The woman said the price was so high because of the plan I chose….the "month to month" plan. But actually the price is so high because I had chosen not to choose a plan. So there has been this steady increase in my bills because of this and I'm sure TXU has been grateful for me and other customers who choose not to commit to a plan. Well thankfully I do have a choice. And I'm sure whomever I switch to I will also have to keep an eye on because this isn't about supplying electricity anymore, there are too many companies out there now to even count and each one is just another competitive business that is out to make money.

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Solar Customers Beware Free Nights!

Luci Hundley, Rockwall - 2013-11-18 20:04:42

All solar customers must beware of TXU Free Nights Program. At first it sounds like a dream come true. You make your own energy in the daytime, you switch your high energy use to night time, such as pools, dishwashers, laundry and air conditioners. But TXU software is not set up to deal with solar customers. When they download the daily data from your TDU they bring down both what you consumed and what you delivered back to the grid and add it together! So your usage shows up as both what you generated and consumed! So bills that should be showing a credit to you show a balance due. This is particularly problematic in the summer months when a solar customer is producing a maximum amount of energy and delivering it back to the grid. TXU collects a percentage data all month long of what is used for Mornings, Evenings and Nights. And they split this data based on both what you produced and delivered. They sum together BOTH produced and delivered because their software is not set up to distinguish between the two data sets that they receive daily from the TDU. Then they get the real usage number from Oncor or whoever your TDU is. Now it is less than what you actually consumed. BUT! TXU is applying the percentages that TXU collected over the time frame of the month to the final Oncor TDU number. And it ends up costing you much more than you should pay! Because their percentages are a total of both what you gave back and delivered and what you used. I only have 3 examples to date. My September bill was $123.67. Should have been $10.52. My October bill should have been $9.35. Was $46 57. My November bill should have been $8.77 was $20.67. But I know this will get MUCH worse in the summer when I am generating like crazy due to the long days. The more electricity I make. the higher my bills will be. Please be aware I have notified everyone I can at TXU. And I will take it to the Texas Public Utilities Commission if necessary both Informally (no hearing) and Formally (with hearing and a judge). But meanwhile if you are a solar customer, until I get this sorted out don't do it! I will post a positive update if I can get them to hear me. So far I am being stonewalled and there has been no response or communication.

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Worst mistake I've ever made

Terri , Houston - 2013-11-10 23:23:05

Switching to TXU was a horrible decision! And, Free Nights is a pathetic joke! Please read the reviews and learn from my mistake. Do Not Switch. You will regret it!

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TXU Energy Responds

2013-11-14 08:47:29

Terri- We value your opinion and we are sorry you feel this way. TXU Energy Free Nights is best designed for customers who can shift more of their electricity to the free hours, which gives our customers more freedom to manage how they use electricity. If you would be willing to send your contact and account information to us at SocialMedia@txu.com, we will be more than happy to see what other options are available. Your business is important to us, we look forward to hearing from you.

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Cons

J, Mesquite - 2013-10-28 16:26:52

Txu will be disconnecting me on Oct 31 for 20.00 past due . They will not allow me to make another payment arrangement even though I get paid on the 11/5. I paid everything I could possibly pay. Do not use Txu go somewhere else.

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Horrible Company!

Katherine D, Arlington - 2013-10-15 19:39:00

After being a customer for decades I am actually giving serious thought about leaving. They changed the plan without my prior knowledge. I called to find out why the new bill was so high I find that they are not willing to make this right, Their new plans are not any good either - they are pushing from .11 cents per kilowatt to over .13 cents or a difference of approx $68.00 a month, insane!!

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TXU Energy Responds

2013-10-18 11:36:58

Hi Katherine- We appreciate you for being such a loyal customer. Wholesale prices for electricity – the amount we pay – have gone up in the past several months. We do everything we can to provide highly competitive energy rates and extraordinary levels of service. Please email us your account and contact information to SocialMedia@txu.com so we can see what options we have available to best fit your needs.

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Thieves!!!!! Lyers!!!!

Alejandra Carlo, Katy,TX - 2013-10-15 17:54:48

I signed a contract for 2 years, only because they promised me a gift card of $125 at the beginning and another one after a year, i've been 10 months waiting for the 1ST gift card, supposively coming when i first started with them...I called them and NOW they say that there were only 3 months to claim it, whatever, and the supervisors, Elisa and Jose, told me that i had to wait 6 weeks to recieve it. On July i made a payment through the app they have and it did'nt go through, because of that they're asking me for a $170 deposit so i told them that since they owed me the $125 gift card to cover it with the gift card, but NOOO, they just want to force me to pay that deposit. Since, then all i've been recivieng are disconnection letters!!! THEY ARE NOT SERIOUS, THEY DONT TAKE THE CONTRACT SERIOUSLY, I DONT RECOMMEND THIS COMPANY TO ANYBODY!! AND, PLUS THE BILLS ARE VERY HIGH!!

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TXU Energy Responds

2013-10-18 11:37:24

Alejandra- We’re sorry to hear that you have had a less than satisfactory experience. Please allow us the opportunity to look into your issue and see what we can do. Email your account and contact information to SocialMedia@txu.com. We look forward to hearing from you.

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Unethical! Renewal was a scam!

Adam S, Lewisville, TX - 2013-10-13 10:07:09

I suppose this is how they make their money, but when I was renewing my contract with TXU I received no letter of renewal in the mail and then they called to renew with me. They told me that my current plan was being cancelled and that they were switching me to a comparable plan that would not raise my rate. The customer service representative that took care of my order did not help me understand the plan I was receiving and left boatloads of information out about what would be the new arrangement. The thing that is the most unethical and upsetting is that she didn't help me understand my options. She just told me that this plan would be the best one for me and told me why, but as I'm sure you can gather, my first bill came, and this was not the case. We like in a 650 square foot apartment and the bill amount for the last two months has been around $250 and $180. Does that sound like a "good deal" to you? I have spoken with their customer service department including various supervisors on multiple occasions and they are unwilling to budge. I now I have to pay the $150 cancellation fee to switch plans or to leave TXU. I am taking the hit because I'm paying them the $150 anyway in inflated cost. I will never be returning to TXU and you should count the cost before you consider making any kind of arrangement with them yourself. I would NEVER recommend their service to anyone I care about, or a stranger for that matter.

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TXU Energy Responds

2013-10-16 14:46:42

Adam- Our goal is to provide great customer service experiences and we’re very sorry to hear about this! If you could please allow us an opportunity to review your account to see what we can do to help, we’ll reach out to you. Email us your account and contact information to SocialMedia@txu.com. We look forward to hearing from you!

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no such thing as free electricity

Aurea, Lancaster - 2013-10-10 06:06:05

My bill went up compared to previous months and 12.4 to 19.10 im paying more than before cancelling plan and looking for new provider

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TXU Energy Responds

2013-10-16 14:46:26

Hi Aurea- we’re glad you chose us to be your electricity provider and would like to keep you as a TXU Energy customer. We’d like to review your account with you to see if we can help. Please send us your account number and the best way to contact you at SocialMedia@txu.com.

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Do Not Trust TXU

Bill, Plano Tx - 2013-10-09 09:09:27

The worst company I have ever dealt with.. They do not honor their contracts, they do not honor their pricing - For a company this size, buyer beware! They will hike your rates without notice, mine doubled.. Their escalation and service is a joke and don't even get me started about their IVR! Go with anyone other than TXU

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TXU Energy Responds

2013-10-16 14:45:28

Bill- We’re sorry to hear you feel this way and that your experience has been less than satisfactory. We’d like improve your opinion of TXU Energy and look closer at your situation to see what we can do to help. If you could contact us at SocialMedia@txu.com including your account and contact number we’ll reach out to help resolve your concerns. We look forward to hearing from you.

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TXU Another ENRON in the Making

Bob Wayne, Spring, TX - 2013-10-07 11:10:44

My TDU charges with these criminals have went from $10 to $80 a month. Now my bill that was around $150 a month is now around $150 plus $80 TDU charges. And the Texas PUC rubber stamp what these thieves at TXU do just like they did with ENRON.

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TXU Energy Responds

2013-10-08 14:21:48

Hi Bob, we’re sorry you feel this way. Your Transmission Distribution Utility assesses TDU fees for maintenance of poles, wires, and meters. These PUC-approved charges are passed on - without markup - to all residential customers regardless of what plan you’re on or which Retail Electricity Provider you choose. We would be happy to take a look at your account and make sure you’re on the most cost-efficient plan that best fit your needs. Please email your account number and best contact number to SocialMedia@txu.com and we’ll call you today. Thank you.

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Prices are ridiculous

Stephanie, Euless - 2013-10-04 12:27:46

I have been a customer for over 10 years and I am fed up. Recently moved into a 1BR apt and just paid $355 bill for a single month of electricity and that was on time. Tried to call and get help and they sais that was "normal". I owned a 2700 sq ft home and did not pay that ever. Sick of the lies and the high rates - I am D O N E.

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TXU Energy Responds

2013-10-08 14:22:04

Hi Stephanie, we value you as our customer. High bills are frustrating and can be caused by a number of different factors, such as billing cycles, utility charges, weather factors and more (www.txu.com/highbill). Please let us take a closer look at your account by contacting us at SocialMedia@txu.com. Include your account and contact information and we will reach out to you to see what we can do to help. We look forward to hearing from you!

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stop thinking about walking away from txu? RUN

david w wilcox, fort worth - 2013-09-27 23:24:39

i called txu three times yesterday averaging 44 minutes per call. I used auto pay for as long as I have known they offered it ( I use same service with all my monthly bills ) it is nice to know your bills are being paid on time, but my credit card had been stolen in June or July and chase visa canceed that card number and sent me a new card plus handled everything else and asked for me to monitor the account and call if i had any charges on the new card and sure enough i did,so i called and the first charge i mentioned the reply from chase was we are closing this acc. again and new card will be overnighted ( it was delivered by 8 the next morning ) they even notified my other auto pay accounts for me but TXU doesn't allow them to update and give them the new card #, so on ( 9/20 ) I updated my card info at txu and it says update successful ! my txu due by date is ( 9/23 ) and in Monday's USPS mail is a letter from them and I assumed it was a confirmation of the update I made,so I didn't open it until yesterday I had an email from TXU for notice of disconnect so I opened the letter I recieved from them on my due date and it was a disconnect notice for non payment. I double checked all the dates etc and called them expecting them to say disregard that notice your acc. is in good standing ( 35 years ) but they said my payment was declined for insuffient funds.my chase visa will cover up to $5000 over my credit limit so that was impossible, that offended me and I told them about updating the card on 9/20 in advance of my due date 9/23 and she said we attempted to draft on 9/19 I said why would they draft early and she said that I signed the customer agreement that they draft up to 5 days before due date, I know why they do that it means millions of $ for them to use you and my money for free for 5 days.another insult and I asked them why they didn't attempt to draft on the due date and she replied with that same referance to the customer agreement I approved who knows when and with that you are so ignorant and not credit worthy.my definition of insuffient funds is writing a check with no money in the bank.i wish I could post all of the conversations and the email that I got later that day from txu saying they my statis is now paid in person by cash for 1 full year.i did not hesitate calling another provider and they said my credit was a++ and there will be no deposit and I get free bill pay and my electric cost is 8.7 cents. txu had me at 14 plus I guess because I have never asked for a better rate or any other perks. I paid txu in full 9 /27 I will go over my closing acc.invoice closely.and I will update my review after its all over. RUN forest RUN!

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TXU Energy Responds

2013-10-08 14:23:03

Hi David, we value you as a long time TXU Energy customer and are very sorry to hear about your experience. We’d like to review your account to see what we can do to help. Please email us your account and contact information to SocialMedia@txu.com. Thank you.

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"Free Nights"

Carl, Plano - 2013-09-22 08:39:25

In July, we changed our plan to include free nights. To anyone that is considering this or is currently in this plan, it's a trick. Instead of 0.14 per kWh, it has gone up to 0.17 per kWh. It increases your bill!! Our first bill was $210, when before it was around $160. Our base charge has gone up $4. Also, they distribute the amount you don't pay at night into the mornings and evenings, so don't be fooled. I've made up my mind. I have to switch to another company, and I advise others to do the same. The cancellation fee will be worth it because if we stay with this plan, we will have to pay that amount anyways.

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TXU Energy Responds

2013-09-24 14:59:02

Hi Carl! We appreciate your business and the feedback you've provided about your plan, the TXU Energy Free Nights. We want you to keep you as a TXU Energy customer and make sure you’re happy with your services. TXU Energy Free Nights is a Right Time Right Pricing plan that’s beneficial to customers who are able to shift their usage to the free hours. To also help you keep track of your usage, we offer the TXU Energy MyEnergy Dashboard Usage Graph which reflects all of your current usage-www.txu.com/myaccount. There can also be many other factors that can contribute to high bills such as billing cycles, utility charges, weather factors and more (www.txu.com/highbill). For information on energy savings tips and tools, visit www.txu.com/tips. If you would, please email us your account and contact information to SocialMedia@txu.com. We will provide you with a rate plan analysis and see what we can do to help. Thank you.

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Whatever happened to forwarding mail to a new address

Lydia, Allen, TX - 2013-09-19 12:55:26

Had no issues with TXU service while I had it, but my final bill was never sent to me and I had a forwarding address in place with the USPS. Now I have a charge on my credit report and no one to pay it to. I don't want to pay the collection agency, would rather deal directly with TXU. Is there anyone I can contact??

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TXU Energy Responds

2013-09-24 14:59:16

Lydia- we’re sorry to hear about this! Please allow us the opportunity to review the account you had with us by emailing us your account and contact information to SocialMedia@txu.com so we can help. Thank you!

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Bunch of Thieves and LIARS for REAL

Rupak, Pearland, TX - 2013-09-18 09:29:36

Got 1 year contract with free weekend electricity. Was given the rate of 14.4 Cents on weekdays and weekends free but when I got the bill it was charged at 19.7 cents. The explanation was 14.4 is the average rate for 19.7 weekdays and free weekends....bunch of crooks..lying to get you on contract and not honor what they say...i got lucky however i cancelled it right away withing 30 days... ANYBODY NEW SIGNING UP WITH TXU PLEASE REMEMBER THAT YOU CAN CANCEL WITHOUT ANY OBLIGATION WITHIN 30 DAYS, SO BEFORE YOUR 30 DAYS ARE UP CALL THEM AND ASK ABOUT THE BILL AND HOW MUCH IS IT SO FAR...IF YOU DONT LIKE WHAT YOU HEAR WHICH I AM 100% SURE YOU WONT...CANCEL IT RIGHT AWAY.... AGAIN ANYBODY REVIEWING TXU, NEVER EVER EVER SIGN UP WITH THEM...THEY WILL TAKE YOUR HARD EARNED MONEY.....

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TXU Energy Responds

2013-10-01 14:32:46

Hi Rupak, we never want to lose a TXU Energy customer, as our goal is to exceed customer expectations. We’re sorry to hear that you had an experience that was less than satisfactory. We work hard to clearly communicate rates and fees associated with any plan prior to and during enrollment, and also provide our customers with an Electricity Facts Label and copy of the Terms of Service Agreement that reiterates the agreement. For questions on how to calculate your average price per kilowatt hour, you can visit http://bit.ly/XjSxr8. We hope this information is helpful. We’d appreciate any opportunity to work with you to clarify any other questions you may have if you’d be willing to share your contact information with us at SocialMedia@txu.com. Thank you!

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TXU will steal your money

Mike, League City - 2013-09-17 11:25:42

My fixed rate plan recently ended and I found that my rate skyrocketed from 8c kwh to 14c kwh. My bill was close to $500 for the month. I called customer service and they told me that they sent out a renewal letter, but I'm sure that I never received it. Of course they couldn't help me with my electrical bill for this month. The renewal letter was likely not sent out so they could double my rate and take my money. Anyway, they took my money and I'll likely get another big bill this month until I can get switched over to an honest electrical provider. An awful, awful company.

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TXU Energy Responds

2013-10-01 14:14:41

Hi Mike-we value you’re business are sorry to hear about your experience. We make every effort to communicate service contact end dates to our customers by sending out a notification letter separate from the monthly invoice. Also, when a customer has a service contract, the expiration date of the contract appears on page 2 of the invoice located underneath the ESI ID Detail section. You can see this on your previous statements by logging into your MyAccount-www.txu.com/myaccount. If you would like for us help you with payment options as well as finding a rate plan more suitable to your needs, please contact us at SocialMedia@txu.com- include your account and contact information. We’re here to help!

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thieves, dumb rules

Roger Olivares, hidalgo - 2013-09-10 10:31:06

After enrolling in to an 8 month contract, and giving 330 dollar deposit, I was told that I could get back my money, the last month from my contract I gave a late payment, I called on to claim my deposit I had, ind they said I couldnt till I got 12 months without a late payment, wtfk the contract was 8 months thats a really dumb and abusing company I cancelled the frikin account, customer service is horrible hang up on u and when on hold its like they are answering other calls, well never get this compantly I should of reaserched first . I hope no one lands into this bull one way or another ur not goin to like it..

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TXU Energy Responds

2013-09-12 13:57:54

Roger- we’re sorry to hear about this and value you as our customer! Please let us take a closer look at the situation to see what we can do to help. Email your account and contact information to SocialMedia@txu.com and we’ll contact you to address your concerns. We’re here to help!

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TDU delivery charge fees

Cesar, Wylie,Tx - 2013-09-09 19:09:03

The TDU fees are unfair.At the moment I have a 12 month fix rate at 7.3000 cents Per kWh with them.I have noticed that my TDU charges has over the past few months have sky rocketed.My TDU delivery charges has shot up from $50,$100,and now $111 dollars on my latest bill !!! I went back & looked at the Electricity Facts Label (EFL) piece of paper that they give you when one makes a deal with them.Anyways,I went & read the Electricity Facts Label (EFL) paper under the the "Disclosure Chart" heading,and there's a question on there that says "If my price can change,how will it change, and by how much?" Their answer that I found on the EFL ."Your price will not change during the term of this plan except to reflect actual changes in TDU charges;changes to the Electric Reliability Council of Texas or Texas Regional Entity administrative fees; or charges resulting from federal,state or local laws that impose new or modified fees or costs that are beyond our control." Basically,they can charge you whatever they fancy on your TDU Delivery fee. Not cool.

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TXU Energy Responds

2013-09-12 13:58:20

Cesar- we appreciate your comments and are here to help address any concerns you have regarding charges on your bill. TDU charges are passed through to you by your local utility. To see how the charges are calculated, visit www.txu.com/tducharges. In the meantime, we ‘d be happy to review your account and answer any question you may have. Please email us your account and contact information to SocialMedia@txu.com. We’re here to help!

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Horrible

Bill, North hills - 2013-09-08 16:07:18

Txu has to be the largest scam artist in Texas with some if the highest rates around to the horrible customer service. I would avoid this company, many of the plans that they offer come with a catch and if you are not careful you will get roped into having to pay large fees if you find that you are dissatisfied with their customer service and would like to move to a company whom offers better rates. I have live in an apartment and travel quiet a bit so my electric usages is low when comparing my bill to my neighbors who is with a different company their bill is 100 dollars less than mine. When confronting TXU customer service about a possible billing problem I was told that I should turn the A/C off, WHAT?! I will be leaving this company and taking business elsewhere and would recommend many others do the same maybe they will get the message.

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TXU Energy Responds

2013-09-12 13:59:30

Bill- our goal is that you have the best customer service experience possible! We’d like to take a closer look and address your concerns. If you would, please allow us the opportunity by emailing your account and contact information to SocialMedia@txu.com so we can help. We certainly value your business!

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Once Contract is up leaving TXU

Vonnie, Copperas Cove - 2013-09-08 14:33:48

I moved into a new house and couldn't bring my prior energy company with me. So I got TXU Wrong thing to do. This company is a RIP OFF. I am the only one living in my house and yet every month my bill is Bigger and Bigger. No matter how less energy I use. I did a test by cutting everything off during the day while I was at work and only used things for 2 hours a day yet my bill amount was larger then the previous bill. I cant wait until my contract is up so I can leave this company and I wont look back.

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TXU Energy Responds

2013-09-12 14:00:12

Vonnie, we value you as a TXU Energy customer and are so sorry to hear this! We’d like to take a closer look at the situation for you. Please email us your account and contact information to SocialMedia@txu.com so we can help!

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scammers!

extremely displeased!, temple - 2013-09-06 21:34:41

Wow! I just spent two hours trying to set up an account with txu based on a referral through the refer a friend program. Not even halfway through the process of signing up online it said oops an error occurred please try again or contact customer service...i tried again and in the same spot it "had an error" again...they get all your information except the refer a friend info so they can get you to call them and by then they already know what you want so they set it up over the phone and tell you you will get the visa prepaid gift cards but when you ask them who they are going to send they card for your friend to they cant tell you bc they didnt get that information and they dont care bc they dont plan on sending them anyway. I also didnt get any confirmation email verifying what they were telling me on the phone about my rate and the gift card verification...i was on the phone for two hours transferred to four different people none of which could speak english tying to get them to send me an email confirmation for everything and they couldnt get that accomplished. They think people will get tired of trying to get confirmation in writing and will just take their word for it...well thats not what happened in this case...i decided to get my electricity from another electric company and will be telling my friend who referred me about this incident and they will leave too, because it wasnt just me who would have been getting scammed and ripped off my friend would have been getting cheated out of her gift card which she was entitled to for referring me to txu in the first place. If they dont want to give out gift cards then fine, but they shouldnt advertise that they will just to trick people into signing with them. I didnt even get to a signature page and they were trying to tell me i had already set everything up...uh no, i didnt even finish the application let alone get to a verification page and definitely not a signature page....i will definitely not fall for txu scams again. I thought i would try them since i was referred but now not only did they not gain a customer but they also lost one....and will lose more could be customers in the future if they keep up this fraud...i will also be reporting to the better business bureau!

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TXU Energy Responds

2013-09-12 14:00:44

We’re sorry hear you had difficulties while trying to sign up for TXU Energy Refer-a-friend. We would like an opportunity to better understand what problems you encountered online. Please contact us at SocialMedia@txu.com so we can help! Thank you.

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Deceptive practices in billing & AutoPay

cannot list - they will retaliate, Dallas, Tx - 2013-09-02 17:47:33

Ordered new svc for 11/1/13; moved from a distant city. Called 11/2 - they said the elec was on. Moved in next day - no electricity. Called TXU, they sd call Oncor. Oncor & TXU both sd svc was on. A private electician was called in. He worked on the case for 3 consecutive days b4 he finally determined that they had the wrong address. The 1st and 2nd svc. days Oncor came out & checked, sd was on. They had turned it on at the correct address, but the wrong apt. #. Result: 3 days no power & large bill to electrician. They charged me $24 for 11/1 to 11/2 & refused to ever credit that back (was on at wrong apt.) so I just pd it. Pd bill every mo. on line until 9/1, when website sd, "Your plan has expired; pls choose another." Thought was strange since was supposed to be 12 mo plan. Went ahead & selected an autopay plan, the way the website works is you sign up, then at the end they tell you how much they are going to withdraw from your acct. Bill was 133.12; it sd they were withdrawing $403.12, bill showed no explanation for the $270 difference. Spend 3 1/2 hrs on the phone w/ them; they said I pd late each mo. I always pay them on the 2nd. Looking at the billing history, due dates were always at least 2 days after that, sometimes more (their due dates are not consistent mo-to-mo. After 6 calls, 3 1/2 hours they sd I had approved the $403.12. I did not since it did not have another pay button after they tell you how much they are going to debit. you have to sign up first, then at the end they tell you what they are going to debit. I insisted that I had not approved the $403.12, only the $133.12. Each operator would transfer me and usually was disconnected. But 5 of them said they could disconnect me at any time b/c the bill was due 8/15 even though it said online due 9/2! I have never rec'd a late charge or a disconnect letter. I asked them about that; they had on their records the first incorrect address (the first problem I had trying to get it on) even though the website bill had the correct address. At end they never would say whether or not the debit of $403 was coming out the next day or not. They finally trf'd me to the CEO dept. on the 6th call in one day; of course, by that time, that dept was closed. Contacted my bank & had to block the debit card. Total of 4 1/2 hours on the phone ! Dumping them and filing complaint w/ Texas Utility Commission. Be forewarned, if you sign up for TXU you are in for it!

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TXU Energy Responds

2013-09-06 13:03:14

We appreciate you taking time to provide feedback on your experience. Your concerns regarding the start of your service, invoicing and long hold times are very important to us and we will share your comments with our leadership team. We are always looking for ways to make each customer experience better. In the meantime, if you would contact us at SocialMedia@txu.com and include your contact and account information, we would like an opportunity to address your concerns. We’re here to help and look forward to hearing from you.

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beware of "free anything"

Geri Carrell, Zavalla, Texas - 2013-08-26 09:46:38

Have always had TXU. In January signed up for "free nights". This has got to be the biggest scam I have ever fallen prey to. My electric bill doubled & continues to rise. Have decided it will be worth the early termination fee just to be done with it.

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TXU Energy Responds

2013-09-06 10:12:39

Hi Geri, we’re sorry to hear about your experience and would like the opportunity to address your concerns but we are having difficulty locating you in our system. Please email us at SocialMedia@txu.com so we can further discuss the plan. We're here to help!

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would no longer give 10.2kwh rate after 1 year

TWB, Arlington - 2013-08-15 17:32:16

Intro price for 2 years was 9.2kwh, then it jumped up as a month to month because we where not aware of any contract! Never had a contract with TXU, and was a customer with them for over 20 years. 4 years ago, I stopped being a customer and changed to Reliant. Next 18 months was a nice low rate, the last 4 months was night mare...15.0kwh with 300-400.00 bills. Next came around a door to door sales woman, with TXU who gave a 9.0kwh we went back to TXU, now in 2013, we have switch again from TXU to StarTex. TXU would not give us the 9.2 rate nor even the 10.2 rate, contact at 10.2 rate was for 1 year, and just expired. Now we have StarTex @ 9.4. we will see how much the difference is shortly.

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TXU Energy Responds

2013-09-03 09:43:04

We’re sorry that you have gone and we’d love the chance to earn your business again. Prices are always changing for all retailers and low energy rates don’t always mean low costs. You’re always welcomed to contact us at 1-866-CALL TXU or by email to SocialMedia@txu.com if you have questions about our plans and services.

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TXU & Oncore = Two Crooked Companies

Disgusted with TXU, Dallas - 2013-08-13 15:55:55

I moved to Dallas and contacted TXU and was told by the agent that my rate would be .0866 with all TDSP and TDU (Oncor) charges included, boy was I lied to. So I get over that, and for 6 months my bill stays in the $145 area, until January when it jumped to $472 with me being out of state for two weeks of the month. I called and asked them why it jumped, and was told that I used that much electricity. I responded to them that it was not possible for that to be the case, and that my assessment was that they made an error when they installed the smart meter. The customer service rep told me that Oncor would be more than happy to come back out if I agreed to pay the $70 fee, and that if I didnt want to do that, than I had not choice but to pay the bill or be disconnected which would make it impossible for me to switch providers. I paid, than they have the nerve to ask me to renew, at double the rate I currently pay!! See ya TXU, I ll never return! My contract ends this month, and I was able to find an all inclusive rate with Green Mountain Energy at .1040 per kwh on a 12 month agreement with the help of my employers energy broker. Thank you National1 Energy for getting me this rate!

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TXU IS THE WORST COMPANY

RQ, Trophy Club, TX - 2013-08-13 09:35:17

DO NOT USE TXU unless you like being lied to and extremely poor service. Bait and swtich tactics a joke a freaking company. They don't tell you when you call to sign up about deposits, early termination fees the lady said they waive etc. Not true as we were late once on payment by a couple days and they want 310.00 deposit, charge 11.90 to let you know you are late and 12.00 late fee. The deposit is what is a joke fine i paid late, I paid late charge me a fee but do not ask for 310 on top, plus tell me i need to pay 150.00 early termination fee when I signed up you said it is waived.

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TXU Energy Responds

2013-09-03 09:42:26

We’re sorry to hear you’ve had a bad experience. Our deposit rules are actually more lenient that the rules set by the PUC and we always advise that customers contact us before their bill due date if they don’t think they will be able to make a full payment on time. Please email your account number and contact information to SocialMedia@txu.com so we can see how we might be able to help.

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It's true... HIGHEST rates, HORRIBLE service.

Ashley , Killeen - 2013-07-30 17:06:26

We had TXU years ago when we got our first home. The bills always seemed high! No matter what we did to try to lower our usage, our bills were always high. We finally switched to another company with a better rate, and we were SHOCKED at how much we saved. We ended up moving on an Army base, and didn't need an electric company for about 3 years. When we finally moved off post, and to another home in a new town, we again tried TXU. At first, it was ok... THEN they switched to "smart meters" and our bill somehow SKYROCKETED. We had a contract with them, so we were unable to switch companies. Our bill was ALWAYS higher than our friends, some of which had larger homes than we did. We eventually moved to a new home, and brought TXU with us. They convinced my husband their rates were "competitive" and my husband again went with a 1 year contract. BIG mistake. They recently switched to the "smart meters" in this area, and what do you know... skyrocketing bill. Their customer service is not willing to help at all. They even said they would charge us $70 to have someone come and make sure the new meter was functioning properly. Needless to say, we've just signed up with a new company at .06 less per kwh than TXU. We've learned our lesson, and won't be going back.

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Customer service and rate higher than my previous electric company

Lorna Spiotto, Pearland - 2013-07-29 13:23:28

I am a customer of TXU since April 2013 and their customer service is bad. I have to talk to their supervisor just so I can get my questions answered. The TDU charges is not itemize in my bill so I called them. It is higher than my previous electric company. Their customer service kept telling me that it is a "flat" charge. It took me 5 calls and this time I spoke to their supervisor and I got the breakdown of the TDU charges but theirs is higher than the other 2 companies I was with.Watch out on the flyer about a gift card for $150.00 and $250.00 when you sign up. That is a bait and my frustration is over my head. The supervisor said “it depends in your plan”. Now, when I talked to someone on their 1800 number, they assured me that what is required is just to sign up as a new customer. That is not the case. I called several times to make a follow up on the $150.00 and they all tell me is they are going to mail it out. Three months had passed and today I insisted to be transferred to their supervisor. Oh well, good I only signed up for a year. Never change your carrier for a few penny savings, you will regret!

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HORRIBLE

GEMMOM, Houston - 2013-07-17 08:59:23

I have used TXU for almost ten years. The past few years I have watched my electric bill creep up...and up...and up....I live in Houston, it's hot during the summer, I get it. I know when May hits the electric bill is going to get larger and larger. I anticipate that. What I did NOT anticipate is getting completely screwed by TXU! I leave my house at 7 am and do not get home until 6:30 pm. No one is home during the day. I have a programmable themostat. The past three years my June bill is around $250. My July bill is around $280. My August bill is around $300. This year, I get my June bill (and it was only the 20th) and it is $390. I pull my last 3 years worth of June bills and look at my usage? strange....they are very very close. No significant crazy increase in usage. So then why is my bill so high? Then I notice that I have a $120 TDU charge on my bill that wasn't on my prior bills. Now, I realize as some people have stated in other reviews that all electricity providers charge a TDU fee, and that I have been paying this charge for the last 3 years, and just didn't know it because TXU 'bundled' it into my rate and now they itemize it out. How nice of them. Here is the kicker though...my rate prior- the one that had the TDU delivery charge 'bundled' in- was 9.6 cents. My rate now? Yeah, it's still 9.6 cents. Except now that TDU charge isn't 'bundled' into that 9.6 cents, its now ON TOP of the 9.6 cents. So I'm really paying closer to 13 cents. So I switched to a new provider. I called their customer service and actually got to speak to someone who speaks English. It was delightful. I asked about the rate vs the TDU charge. They explained it to me- clearly. They bundle their rate. Their website has an example of what your bill will look like. Kwh x rate =XYZ. Plus tax. Oh, and that bundled rate? it's 6.7 cents. HALF of what TXU is charging me. Do your research ....there are definitely better companies out there.

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TXU Bait and Switch on rates

NWTX, Houston - 2013-07-06 14:15:24

Bait and switch gimmicks. I signed up for service based on the rate I was quoted by the rep. Shortly after signing up, I received my Electricity Fact Label notification. The rep signed me up for a tiered plan and the only way I was going to receive the rate I was quoted is if I exceed 2000 KW's. I live alone and will never exceed that amount. I am now stuck paying a much higher rate than my last provider.

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OK Service

Gerald Reynolds, Pantego, TX - 2013-06-21 09:05:26

Would recommend TXU to anyone. Very professional and their weekly usage report is a big help in understanding my use profile and the ultimate billing.

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Looking for a new provider

Schneider , Houston - 2013-06-20 11:56:49

If restaurants and other service providers offered billing plans like you do, we would never go there. You may have a near monopoly in that we need power, but we do not have to tolerate the complexity of your plans. I was looking for a simple comparison for an apartment assuming a fixed use level... I'll go back to another provider who had fewer marbles in their mouth. You wish to show flexibility but it is only complexity.

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25 years and out!

Dean Pierce, Houston Texas - 2013-06-05 09:29:46

Had them for 30 years, customer service now horrible. Dumping them after 25 years

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they sent me a coupon for a free turkey one thanksgiving...

Dave, Kingwood - 2013-06-04 17:52:31

I read between the lines, when I got the coupon...what they were really saying is that .. I AM A TURKEY...for over paying them every month for electricity! quite simply my bill went down 50% after I left them!!!! I have switched first to reliant for a 6.6 teaser rate ( which went to 13+ the 2nd year , another rip off) Then I went to tri eagle energy ( very satisfied!)...no complaints...8.4 late year and now 9.9...I am sticking with them! I suggest read these review and check every year...for the best rate...dont become complacent!

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Lack of customer service

Kathleen Carlson, Richmond, TX - 2013-06-03 09:54:15

My experience today after being with TXU for over 2 years has made me want to switch to a new provider. Admittedly I was late with one payment while out on vacation. I missed the bill in the mail. The next month's bill did not have any warning highlighted to bring attention to the fact there might be a disconnect coming. I paid the bill in whole. The day that the payment was received, the disconnect was issued. Seriously? Less than one month grace period to get payment. This was the one time we were late in 2 years of service with them and we get disconnected with out even a phone call for notice. This is during the summer with temperature getting up to 90 degrees and high humidity. I have a 4 year old and a 6 month old in the house. Also when I called to see what was wrong. They told me nothing. They said we I needed to call Centerpoint Energy to check for a power outage.

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You WILL regret using TXU

WhyMe, Carrollon - 2013-06-03 08:01:25

Had TXU before moving out of state. Good company. Moved back and was sand bagged by their CS sign up department. Who signed me up for their MAX plan. My bills were in excess of $700 for two months. When I complained I was told 'we'll check the recordings and get back to you. Seems the recorder was turned off by TXU sales droid. TXU said too bad you pay or else. Small claims court ruled in my favor yet TXU still dinged my credit. Replace with another provider my bills went down to under $200 per month. been that way for years.

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They will ruin your perfect credit rating

Patricia R, Texas City - 2013-05-21 15:26:41

When I moved, not only did I pay my final bill (which was marked " final bill" ) but I also gave them my forwarding address. TXU then sent my name to a collection agency for $30.00. When I complained, the tXU rep apologized and promised to correct the error. Imagine my surprise when I saw the $30 still sitting on my credit reports five years later! TXU doesn't care about consumers . The worst utility company in Texas.

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TXU takes advantage of loyal customers

No Sucker, Lewisville - 2013-05-19 13:05:32

After three years of being a loyal and perfect customer, TXU raises my rates significantly. It's obvious that they gouge their long term loyal customers in order to offer lower rates to attract new customers. Bye bye TXU.

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Overpriced and now bad service

RA, Abilene TX - 2013-05-16 13:39:02

TXU has always been the go to provider for overpriced electricity. After they were bought out by a hedge fund, they declared war on customer service and hired customer service agents in Guatemala. I was told by an exec a couple years ago that they were ending that arrangement. But TXU is now just another electricity broker out to make a buck now providing bad customer service along with high prices.

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TX U What a Joke

Alfredo Galvan, Texas - 2013-05-08 15:53:44

After signing up with TX u, I find it so difficult to not only make my payments using their automated phone system but never receive a bill!!! Only a disconnect notice every month! I asked for an Extention on my payment by one day and got a NO!!! So much for helping small business TX U!

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Customer service is nearly non-existant

brent, tyler - 2013-05-02 16:21:22

I've been with TXU for under a month. I already regret it. I've had to call customer service for two issues already. First problem is their automated answering service. You have to answer numerous questions to try to get where you need to. When you finally get someone, bet they aren't in the U.S. I immediately asked for someone in a U.S. office. I got bill after only 5 days with them and it was for over a 1/3 of my normal bill. It included about $2 in bogus charges which was what I called them about. They did take that off. I had to call them 3 separate times today to get my issue taken care of going thru that d&*( phone chain each time. The first time I actually got an American and she was trying to get things straightened out. She put me on hold and the next thing I knew some guy I could barely understand got on the line. He couldn't get me back to her. He disconnected me trying. The 2nd time I got someone in El Salvador who transferred me to an American office, only to get a horrible connection. After about 30 seconds, I got cut off again. It took a 3rd call and another transfer from who knows where to an American office to finally get something done. If something doesn't change very quickly, I sure don't see me reupping with them when my contract is done. I tried their customer service section of their website and it doesn't work any better than their phone side.

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Crooked Plain and Simple

Randy, Arlington - 2013-04-10 21:42:58

The absolute worst service ever. Steer clear folks save yourself the trouble.

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TXU 400 FREE SCAM!!!

CHARLES, Houston - 2013-04-01 19:39:14

They have a very high "delivery charge" about 4cents/kwh which brings my actual kwh chg. to 17cents!! The only way to offset this to the 12.9 to 13 cents per kwh I was paying before switching is to sign up for their $175 prepaid credit card offers . YOu get one after 1st bill payment,then one after 12 months of service. If you amortize this $350 over the 18 month period, you knock off around $19.44 off each mths. bill. In my case,since we dont use that much power,this tactic should offset the extra 4cents delivery charge. Its a shame they offer you 400 free kwh after the first 800,but since you pay 30% more for usage,no matter how much you use, you have to take advantage of their prepaid cc offer.Very deceptive if you ask me, so I have the solution to "fix their little red wagon".

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Greg

Greg, Cisco Tx - 2013-03-19 08:59:19

Hidden Charges After Sign-up

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Leaving After 17 Years

Eddie & Wanda Rueffer, Princeton, TX - 2013-03-09 07:31:15

If I could I would give TXU zeros across the board. We have been customers for 17 years and never had a bill much over $200. In November a "smart" meter was installed. The first month we did notice anything. In December the bill was a little over $400, we were shocked, but didn't say anything we just lower the thermostat a little and were careful using electricity. In January the bill was $979! TXU and Oncor says that it is our fault. My husband has spent hours on the phone with TXU and Oncor trying to work with them. He has been professional and patient. TXU and Oncor have been arrogent, unprofessional and down right nasty. We preformed an energy audit and had a heating/ac guy out to check the heat pump. Nothing was found we did the audit. The heating/ac guy said our unit was getting old, but preforming well and didn't need to be replaced. Oncor "claims" they checked the "smart" meter and say there's nothing wrong with it. My husband finally paid bill, but put a note in saying that TXU was unfair and he was paying under protest. When TXU recieved the bill they called him and told that they would not cash the check and were turning us over to a collection agent and charging us late fees until a new check was sent. How arrogent and unprofessional can one be? Needless to say we are changing companies. Sadly, we still have to deal with Oncor.

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What A RIPOFF!

Nichole , Killeen - 2013-03-05 10:25:41

I signed up for TXUs average monthly billing. I was told that it would help save me money on my bills every month. No matter how much electricity you used, you would only pay an average. I had to cancel my service because my husband and I are PCSing to Hawaii. I expected our last bill to be pretty low because it was only 5 days of service. I look at my last bill and its 330.99! Are you kidding?! When I called to find out where they got this insane amount from, they explained with average monthly billing, when you pay less for a month than your bill should've been, that difference is considered a debit on your account. Because of that, our last bill was charged all of that extra money from the months we paid less than we should have. Yet I was never told anything about this when I signed up for it. Whats the point of average monthly billing if you still have to pay all of that money back in the end? I would've rather paid for my bill every month for what it exactly would've been if i knew they were going to force us to pay that all back in the end. TXU is a terrible company and they do nothing but lie and scam their customers. NEVER again will I use them.

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TXU "Free Energy 400" commercial is SHAMEFUL!

R Bartel, Houston - 2013-02-21 05:27:08

A commercial airing on many stations, from TXU Energy, is shameful, "Energy free 400" . I sent my information to the major TV stations and only one replied. I was given the response "WE WILL NOT BITE THE HAND THAT FEEDS US". Broadcast Consumer Advocates seem to be neutered when it comes to protecting the citizens from predatory practices of advertisers who pay them. I sent my information to local radio stations, Tom Tynan, and even mayor Parker. I have not received any response from any of them. Electric bills are a major expense to the consumers and exposing this information would be more beneficial than stories about roaches in a restaurant! I have had 7 different energy providers in the last 10 years. I have no allegiance to any of them.....it is all about price. Right now I am researching new energy contracts for the old people in my neighborhood. They are on fixed incomes. They rely on me to find the best contract when it is renewal time. Many do not have computer skills and can be easily swayed by misleading commercials such at TXU's. Reliant is not any better in pricing , but many older people still choose them because of name recognition. I have never chose Reliant, since deregulation, because their rates are never close to being the lowest. Historical data has proven that it is unwise to pay an added premium for contracts more than 12 months. The Power Providers have been raking in extra money by advertising longer-term contracts. The Shale Gas techniques have put natural gas prices in the toilet and that keeps a lid on electricity prices which are dominated by domestic coal and natural gas generating stations. Most people do not realize that all Power Providers are just "energy resellers". They buy megawatts of power (about 4 cents a kilowatt) and then resell it. CenterPoint controls all the "wires" and is responsible for the infrastructure in the Houston area. Centerpoint's "distribution charge" is blended into the energy charge of the Power Providers. Since all Power Providers are just billing agents, why would a person not shop for the lowest price? All power- line problems must be reported to Centerpoint for resolution so all providers are equal in that regard. I obtained the data , for my comparisons, from PowertoChoose.org. I sorted them from lowest to highest rates (per 1000 kW) and used 18 month contracts for "apples to apples" comparisons. I did include a highlighted contract which was for 12 months to show the additional savings. Compared to just 7 of the many Power Providers available, you would see that TXU charges ~40% more, no matter what the usage is! FREE ENERGY!!!!????? I did "chat" with a TXU representative to ensure I understood their billing examples and the data is accurate. Please see attached Spreadsheet and you can go to the TXU site and the PowertoChoose site to verify my numbers. I contacted PowertoChoose.org (by email) and told them that they should help residents, of our great State, by requiring all of the providers to make their billing charge algorithms available to the PowertoChoose website. CenterPoint's database should also be made accessible.(since it has records of the typical usage from that residence in the last 12 month period). A person could then simply put in their "service address" , select a plan type (3,6, 12, 18, 24 month, etc), and then all the plans would be computed against historical usage at that service address, . The resultant energy charge "totals" would be illuminating. This would immediately alert people to scams like what TXU is running. Perhaps TXU is not the absolute highest, but that is not something to be proud about. This would also make the rates more competitive if people were now very aware of the comparisons and would shop for the lowest price, all fees included. United Way and other volunteer agencies could help people who are in need of saving every penny. I never received a response from PowertoChoose. org I also contacted the PUC. They said that the consumer has the responsibility to read the "facts label" and " terms of service" carefully. If you ever read those documents, you would know that they can be long and confusing. They do not offer comparisons to other Companies for reference. I abhor when people are taken advantage of. The smug look of the actor who promotes the plan, sickens me! Most networks are quick to "pick apart" everything people in government say or do, while they ignore the shenanigans their advertisers employ.

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WHATS RED WITH POINTY EARS AND LIKES SMOLDERING HEAT

SHENEQUA BEDFORD, HOUSTON - 2013-02-12 03:59:14

TXU! DONT WORRY A COMPANY THATS BEEN SCAMMING PEOPLE THIS LONG THE ELDERY AND THE DISABLED,AND THE POOR SINGLE PARENTS THAT ARE TRYING TO MAKE ENDS MEET BUT HAVE TO SIT IN THE DARK AND HEAT DURING THE SUMMER FOR COMPANY ERRORS, WONT BE OPEN VERY MUCH LONGER.

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Shove it

Jes, Corsicana - 2013-02-10 20:53:58

We have been with TXU for 4+yrs. We have had to pay our $400 deposit 3 times. We called customer service and was transferred Over and over again just to finally get to a manager and we discussed this problem with her and mind you I have every bill pay conformation number, reciepts, bank statements showing the money was with drawled and every monthly bill since being with them and the MANAGER said: our records are not showing that you have paid your deposit so pay it or your electricity will be cut off due to non-payment!! Very unsatisfied. They dont even try to work with you. You call customer service and one person says this and the next one says that. They are unable to answers questions they should know the answer to. For the time we have been with them we heat our home with a wood burning stove...NO HEATERS...during the summer months our bill has never been over $140 with 3 window units and this winter our bill is $200+ every month and we arent even using half of what we use in the summer!!! Makes no sence anyone can look at my last years bills and see that this is not adding up right. Very unsatisfied. Won't recommend to anyone!

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TXU Con Game

Shirley Henderson, Fort Worth - 2013-02-10 14:23:24

I was ripped off by TXU today, I was having problems in Paying my bill and was asking for more time to make a payment due to sickness and no income, I talked to a 'Marcus' he lead me to believe If I made a deposit $170 payment he could give me more time to pay the balance of my bill. So I gave TXU the last of all my money in the bank that I had, once the payment was confirmed, this 'Marcus' person then told me he could not help me anymore and if I don’t want my lights for go out I needed to pay another payment $340 quote "Marcus: We are not able to set another payment plan for you since the system will not allow us to create another one, please contact us at 1-800-5509803 to set up a payment plan directly with a supervisor in case you need more time to pay. Then signed off. so now I have no money in my bank or any way to get any by legal means and I am about to be CUT OFF as well and All I did was request was more time to pay now I am out of money out of lighting and heat and out of time, it’s not that I did not or could not pay all I needed was 10 days for the next pay check and this account would have been settled in full not to conned out of what funds I had and left in the dark.

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COMPLETELY UNSATISFIED!

Kierra , Houston - 2013-01-07 21:15:15

I had txu and received my first 2 bills no issue, then when my third bill didnt come I called customer service. They said another company took over my account without my consent and they would start a 21 day investigation. Needless to say over 60 days later nothing was accomplish. I paid the other provider for 3 months till I finally switched to a different company completely. Then I received 3 months worth of bills from txu energy. So they expected me to pay double for electricity then ask the other company for a refund. in the end completely disappointed, every associate had a different answer and I can't tell uu how many times I waited on hold to be hung up on! I will never use txu energy again and will talk anyone else oit of it!

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TXU Customer Service Lesson #1: DENY EVERYTHING!

Fed-Up Consumer, Ranger, Texas - 2012-12-31 18:55:27

The number one lesson at TXU's customer service offices must be to deny any mistakes on TXU's part. Smart meters are perfect and never make a mistake! I am a small business owner and have had TXU for the seven years my business has been open. I used to never think anything of electric rates and just paid the bill. Well last year TXU called and offered me a $0.09 kilowatt rate and a three year contract. It all sounded good on the phone, so I went for it. The contract started February of 2012. My electric usage may be at $0.09 a kw hour, but by the time the fees, delivery charges, and other nonsense is added in, I'm paying much more. Shame on me I guess for not fully understanding everything. I've lived with it because the early termination fee is $1400.00. Yes, fourteen-hundred, according to the rep in Dallas I spoke with. I've lived with it, until today, when I got a $410 bill in December, and I have a natural gas furnace and water heater. The electricity charge was only $179, but the delivery charge was $206! I called and was curious to know why that after seven years of billing, my delivery charge was nearly triple what it always had been. The rep kept insisting my demand must have been higher this period, this is despite my usage being low and nothing (appliance-wise) in my business has changed. Same equipment, same lighting, same business hours. And why suddenly this month was the delivery sky high while my actual usage was low? Never got an answer as to why, until the rep told me I have a brand new smart meter that is working perfectly. I thought I had a smart meter before, so why the change out? She said that Oncor changed out meters this billing period. Now knowing that, I insisted that isn't it funny that in same billing period that I have a huge delivery charge and supposed high demand is also the same billing period they switched out my meter? The rep said she could contact Oncor to ask if the meter was working properly. She did and told me the meter is brand new and working perfectly and that's all there is to it. Pay up. I went round and round again with her... seven years of bills and this is the ONLY bill that I have had "high demand" on. Something is not right. TXU would not budge, only insisting that the meter is right, the bill is right, and I must have been using a TON of electricity (despite using only 1856 KWH this period!). Nothing has chnaged in my business. My business does not rely on large electric appliances or anything that uses a large volume of electricity. I have actually been very progressive in adopting LED and efficient fluorescent lighting over the past year, yet my bill is creeping higher every month... and now this BS about high demand! I am sad over the fact that in March of 2013 I am going out of business due to the cost of business being more than I can handle. However, I will be so very happy to kiss TXU goodbye, without having to pay an early termination fee. Rest assured, I will never open another business account or a residential account with TXU. Thank You, TXU, for driving another AMERICAN SMALL BUSINESS owner OUT OF BUSINESS with your horrible customer service and outrageous fees. If only TXU had decent customer service that would have even considered the possibility of a billing mistake I would feel differently about them. But the rep and manager just insisted the meter was right, I was wrong, deal with it.

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Happy customer for a long time

Josh, Corinth - 2012-12-22 02:25:33

So many bad reviews here but I had to chime in and say that I've been a TXU customer for over 10 years and never had any major problems with them. The TDU charges are not a scam like people are saying, they are from the delivery company (Oncor where I live) and are outside the control of TXU - you will get charged that no matter what electric supplier you use. Some of them hide it in their rate, some itemize it like TXU does but call it something else. They aren't the cheapest around, that's true. But they aren't 33-50% higher like some people are saying. You have to factor all the fees in together with each plan if you're going to compare. I'm paying 9.5c per kwh *including* the TDC charge of 3.15c. That rate is locked in, too. Power is always cheaper in the winter and more expensive in the summer. but with a locked in rate it stays the same no matter what. Sure, I could go to a 3mo plan with someone else and pay 5c or 6c per kwh in the winter, but at the end of the 3 months that rate isn't available anymore and you get stuck with whatever the lowest is at that time... probably more like 12 or 13c depending on the time of year. That's why the long term locked-in plans are always more per kwh. you get to keep that rate in the summer when it really matters. That'll be the same with anyone. Look for the long-term fixed-rate plans, not the 3 month right-now plans or the variable rate ones... or worse the month-to-month plans. Many of those will be cheaper right now but will cost you a lot more in the long run. All of that said, the one issue I've had with TXU is their automated billing. They can't seem to pick a date. I was billed on the 4th every month for as far back as my online bank statements went. Then suddenly it was the 1st, then again on the 29th in the same month. I can understand a day or two fluctuation but 6 days is a bit much. and two bills in one month, 28 days apart seems ridiculous, especially when my due date didn't change. If they can figure out their autopay system I'll remain a happy customer for a long time. Anyway don't be fooled by the naysayers. TXU is only slightly higher than the competition and if you feel like they're screwing you over then go somewhere else... but don't expect it to be better on the other side of the fence. If TXU wants a deposit, so will the next company. If someone is offering you a cheap rate in the winter, they won't in the summer. And those pesky TDU charges... every company in Texas charges them, believe that. It's the law that they charge them, they can just call them something else or bury them inside of the rate, but they have to be on the bill. Oncor or whoever your delivery provider is is going to get their money from you whether you realize it or not. Learn to read and understand the electricity facts sheet that every company has to provide by law about every plan they offer. That's where the real breakdown of what you're paying can be found.

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So my usage goes down but I am paying more? Go figure...

Stacey, Fort Worth - 2012-11-14 13:44:57

Was with TXU many years ago with minimal problems. Switched back to them this past year. Was on MarketEdge and was somewhat satified. Saw the Free Nights and thought that would be awesome for me since I am up at night and asleep or working during the day. Well since then my bill has gone up and my usage has gone down. I will probably switch to another company after my contract is up.

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Awful

F. Valcarcel , Laredo TX - 2012-11-08 16:06:01

I tried to submit an earlier review but apparently it wasn't accepted. This company's representatives have been dishonest in their dealings with me: I've gotten incorrect information and was told that a supervisor would look into the matter and call me, but that didn't happen. BTW, they cannot get the local technicians (AEP) to expedite or perform service on time.

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Horrible Service

Dennis, Addison - 2012-11-07 21:36:26

This is the worst service I have ever received in the 10yrs that I have been with TXU. I talked to a "supervisor" who could not resolve my problems. I have been on hold, on and off for over 2hrs. If you can stay away from this large company, please do. I'm done with horrible service while paying for it. I'd rather use a kerosine lantern than stay with TXU. HORRIBLE SERVICE!!!!!

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Shady TXU

Carlos, Round Rock - 2012-11-02 12:21:54

After being a TXU customer for 2+ years (with no deposit at onset), I lost my job and was late (about 13 days after due date) twice on the payment. I paid it in full + the late fee. I then magically received notice that I would be required to provide/pay a $290 deposit because of this. I called in and after being disconnected twice during transfer to a supervisor, was able to plead my case. To no avail, TXU did not want to work with me to remove or even lower the deposit requirement. When I asked how they came to $290, the supervisor said, "...I don't know...I think it is 5% of something....?!" When I stated that I could not pay the entire $290 + my consumption amount, all in one payment, the supervisor said she would consult her manager. I offered to break this into 6 months. Well, the manager said no and stated it had to be paid in 2 payments, no If's, And's or But's! So, TXU could not formally tell me how they arrived at the magic number of $290. For low income (we are barely even middle class based on our income), they offer reduced rates and/or assistance and yet, when I lost my job and was late on 2 payments, despite NEVER being late in the 2+ years, I get slapped with $290 deposit out of thin air and treated with no intent to try and retain my business by working with me. Horrible.

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ANOTHER RIP OFF. .

Travis Austin, League City - 2012-10-30 08:34:27

I did sign up and to get the $250 reward card. I had to fight tooth and nail to get the first of two cards. then they said the second card would be sent out after a year with TXU. After a year and two months I had to call up again to get my second card.. and once again had to fight for it.. and keep getting transferred to another person. I keep a file on my bills and who I talk to and when.. ( that helps. ) But as soon as my contract is up with this awful company, I will be going to a smaller source. I see now why the stadium is called TXU stadium. They use the money they rip off from customers to have a name on a building for years.

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It was time to choose another provider and I did not go with TXU

Scott T, Dallas, TX - 2012-09-27 08:13:01

Choosing electric still seems much more difficult than a decade ago when Telecommunications providers were doing the same thing with consumers in order to pic your home and wireless service. I left TXU, but recently shopped around again after my term contract was expering before choosing again. I did lots of homework and settled on another company to serve my residential needs here in Dallas. My beef is with TXU energy. I stayed with them for to long. Thus, I am amazed that folks continue to stay with TXU as their prices are much higher than other proviers. When I did have TXU my experience with calling to ask questions was pathetic in both sales and customer care questions. The Customer Care rep I spoke to was in Central America - I think Guatemala - with a strong Spanish accent I could barely understand. Their upfront automated screener is difficult to use and manipulate. The reps were not well versed and could not explain promotions. The company apparently has the marketing cash and power to sustain high tv media placement as their free nights and weekends spots bombards consumers nightly on tv. But according to other news reports and their own earnings reporting, the company continues to loose market share quarter over quarter. At this rate they are evidently loosing more customers than they are gaining and it is no suprise since most consumers want the lowest rate. Afterall, it is a commodity. There are no value added services to differentiate them from anyone else - unless getting some incentive matters. That might work for a few customers, but not with me. Their free nights and weekends marketing is a creative scheme, but factually it is not true that you'll save. I was amused by the Direct Mail sent to my home that still does not explain their basic price information, but touts other benefits for choosing them. Upon researching online, TXU is an arm of EFH that is buried in debt from a leverage buyout that went bust. After lots of research and thanks to this Blog, I was able to choose a provider that is much less expensive. We have a 4000sq foot home, all electric, so it matters to find the best priced provider. Thanks for the resource information you provide. It was a big help. But folks, DO NOT pic TXU for home electricity, because you will be over paying and you will not find anything that differentiates it from smaller companies seeking your business with less operaitonal overhead, less visible marketing, and less noise about how great they are, but equally as good. Afterall, outages and the wires are supported by the regulated utiltiy. When you get right down to it the electric providers are just resellers. So, price is what matters. Good luck shopping.

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txu free night energy

afif malhas, kingwood - 2012-09-20 07:46:57

the cost per kwh is 13.1 cents regardless what you use , there is no free night is scamm comercial be carefull signing up

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Confusing billing

Jake, Corpus Christi - 2012-09-19 16:57:55

Had Mega Energy and my bill never went over 120. Had TXU for one month and I see 167 and it's September. No many other fees that I feel are associated with them.

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Prepaid Scam- DO NOT SIGN UP

Charvon Lee, Houston - 2012-09-11 10:01:54

I signed up for prepaid because I thought that I was managed close and properly. They said that I was to receive emails and text messages to let me know when my balance was getting low and also to keep me from getting disconnected. They are sending the me messages whenever they feel like it. My lights had been cut off and 2 hours later I got a message that stated that I had been disconnected and after I was disconnected I got a message that said for me to add funds to avoid being disconnected. After speaking to a agent I was told that no matter what the time stamp is on the message that I receive I am still responsible for all charges. She said they are not responsible for when I get the message as long as I receive it. I told they lady that that just did not make sense. I signed up so that I could be alerted before it got to that point as she said that it was my responsibility. At this point I feel that they are doing it just to get an extra $50 out of me. This is the second time that this has happened and each time they come up with something different. If I had $50 to give to them I would not be using Prepaid. They evens sent the caution of disconnect after it had already been disconnected with a time stamp of 7:32 am at 11:45. I told her that I could send a screen shot of it and she tried to argue with me still that it was not their fault. I will be posting this here and everywhere I can to warn people that this electricity company is COMPLETE SCAM! Go with anyone accept them. Their understanding is completely ZERO and they are going to do what they want with your account and money anyway.

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not satisfied

lisa, copperas cove - 2012-09-05 10:49:05

I had no problem with txu but now they are charging a fee called tdu delivery charge. My usage was 139.02 but my bill is 201.26 why am i paying over 60.00 dollars in some delivery charge. I called txu they said it was maintenance fr the poll and meter. So why am i paying a advanced meter charge. I used less electric this month then i did last month but my bill is $30 more. That isn't right. I will be leaving txu.

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High Priced Leader

jill, commerce - 2012-08-31 08:03:28

I was being charged 11.5 kwh while the competition has many offers for 7. to 8. kwh . I've called and talked to them and although customer service was nice and polite they have nothing to offer. The company is ripping people off for 33% more then other companies...

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residence

Tony Diotalevi, friendswood - 2012-08-30 19:01:59

overall, satisfied with service, but unable to get answers to questions about promotions, get referred to website, which did not mention the particular promotion I was asking about

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TXU is way more expensive than everyone else

babalu, Coppell, TX - 2012-08-26 11:19:52

Dont believe their lies about cash back, coupons, free nights etc. . They still gouge you and laugh at you by throwing those Papa Johns coupons. I have been with them from 2003 and never realized how much more I was paying till recently when I went to powertochoose.org and compared. They not only charge higher KW/hr rate, but their TDU charge and other exotic named line items is a ripoff. You can find more info here http://www.txu.com/residential/customer-care/tdu-delivery-charges.aspx Their TDU is an extra 2.62 c per KW/h plus a fixed fee of $6.24 I switched to Summer Energy under a 12 month promo plan and I am paying 7.8c per KW/hr plus a base charge of $2.97 ... thats it. I was going back on TXU bills and every month I was paying $40 - $100 (depending on usage) more with TXU compared to what I would have paid with Summer Energy. They did call me and sent me $250 debit card to switch back !! They will recover that in the first couple of months of their new 2 yr contract .... I am never going back to TXU. Check with powertochoose.org and find companies that clearly state what the charges are in the Electricity fact label and dont charge usage based TDU.

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this company is very bad

Isabel, Dallas - 2012-08-19 08:28:15

No one knows whats going on , customer service has no idea,they are completely unable to answer a question. We downgraded are home to a  newer but aproximatley 700 ft smaller, acording to TXU are electric usage has double,  and the to them the comsuption is much more than last summer ( 2011),  DONT USE THIS COMPANY. 

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Very bad

james, houston - 2012-08-10 07:18:17

Txu is not trust worthy, in low rate plans txu will add hidden charge as surcharge. They will promise one in sign up and send other as in bill,they send a surcharge of $35.I never recommand anybody for this trap.Please check all the reviws before sign up with them.their custemer service is useless and you will not get a person either

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Junk Mail Fraud

Herman T. Glockmire, Addison Texas - 2012-08-09 07:57:35

I called TXU after getting yet another mail offer from them on which there was no detail of the fees they charge or the rate they will charge for electricity. I told the guy to remove my name from their mailing list because their junk mail did not include all the rates and charges anywhere on it. He started to argue with me and said what I said was not true and that he would "disclose" the 'rates' but carefully avoided saying those rates and all the other fees they are going to bill the customer are in the mail piece. Never call a customer a liar. TXU in my opinion, rotten from the top down and has been for decades. They have not learned that QUALITY has no meaning outside what the customer wants. What they and their saudi stockholders want does not matter. One thing all customers want is a complete account of every charge in bold type at the top of the page on every piece of paper from them and on ever web site they publish. Instead we get marketing lingo and cute names and clever slogans. None of which are substance. How can we distinguish TXU from crooks and scam-artists if they use exactly the same words and techniques as do the worst of frauds?

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Liars and thieves

Katie, Longview - 2012-08-08 11:26:13

I incurred a cancellation fee on electric service that was never connected at an apartment that I never lived in even though I cancelled the setup the following day (within the allowed time according to the sales rep). Of course TXU refuses to remove this fraudulent fee and it sits as a charge off on my credit report. The order experience was horrible. I would think that in an English speaking country it wouldn't be so difficult to find one sales person with an accent that is semi-understandable. Customer service and billing were even worse over the phone. I've never encountered a company with such an unwillingness to be cooperative. I would never recommend this company to anyone, even my worst enemy.

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Thinking about switching from TXU........

Robert H., Katy - 2012-08-02 11:56:22

I have been a loyal TXU customer from many years now. I haven't liked the price of my bills lately, so, I started checking prices and reviews on line. After reading a few reviews on here about how TXU does not want to help you until after you cancel and switch services, I decided to call them. Finding out my rate is 12.1cents and seeing other companies @9.2 and having good reviews. I explained to the lady I spoke to about the other rates I was seeing online. I asked her if TXU had any other plans other than the 12.1 I was paying now. She said "NO"and I was locked into a contract that was 5 more months until it ws over. I asked her what was the disconnection fee, she said "$150.00". I told her I would call them back to cancel when I decided who I was going to switch to for a better electricity rate. After hearing I was going to cancel she then seemed alittle concerned about keeping my business and asked if she could transfer me to a specialist. I said OK, cause after reading these revies and being with TXU so long, I was hoping they would prove these negative reviews wrong and take care of me as a long time loyal customer. BOY WAS I WRONG!!!! After placing me on hold for 10 mins. the specialist came on and i explained to her the rates I had seen online from the other companies. I also told her about all the bad reviews TXU had online and if she could help me get a lower rate. She then stated what the lady before her had said about the 12.1 rate I have being the best plan they have and I am locked into a contract and they would charge me $150.00 if I cancel. I then told I would rather pay $150.00 to get out my contract cause I would save so much in the long run with a better rate. She then reminded me again of my $150.00 cancelation fee. I told her Thank you and I would call back to cancel my service when I decided who I would be switching too. WOW!!! TXU YOU REALLY LET ME DOWN. DON'T CALL ME WHEN I CANCEL LIKE THE OTHER REVIEWS SAY YOU LIKE TO DO. IT'S TOO LATE NOW.

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Times are tough

Joe, humble - 2012-07-31 09:25:38

With the tough times people are facing receiving a letter stating that our account has been reviewed and they are requiring a deposit of $400.00. Our service has never been disrupted and is always paid. Now with just few weeks before school starts we are being told that this deposit has to be paid or our service can be interrupted. Trying to speak to someone in customer service is a joke. When asked when does our contract expire, thinking maybe that is why TXU is sending the demand for a deposit, we were told not until January 2013 and if we try and change providers they will just send a bill for $200.00 for early cancelation. Wow we are so shocked that the company would rather lose a customer then try to assist them when times are hard. So now we have to decide whether to buy our kids school clothes or keep the electricity on. We will not be renewing our contract.

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Tips for YOU TXU

Susan Morrow, Baytown - 2012-07-14 13:07:22

Dear TXU, I am writing this because I think it is possible that someone from the company may read this and take notice. I have some suggestions. First let me say that people don't like to be mislead. Facts that include omissions, are misleading and false. I recently left TXU and these are my impressions and suggestions based on the torrent of daily phone calls to get me back that will not stop even though I spoke at length with the first person that called me. We hang up on everyone else. 1. People don't like to be nagged AFTER switching away. It looks desperate. One phone call could be tolerated. Daily nagging calls cross the line to harrassment territory. 2. Don't advise your salespeople to call and say that you can give me electricty at a rate of 5 cents a kwh. This is lying by omission. Perhaps true that the kwhs are .05 but with the base charge and the TDU charges = the real rate. People don't like that kind of surprise and you know it is a lie by omission. 3. Give up the prepaid Visa strategy. Give people a real competitive straightforward rate. That's all we really want from you. 4. Give up the misleading 3% cash back rebate strategy. The fine print says to get this rebate "client has to retain qualify plan at time of processing". In other words, you have to sign up with TXU again after current contract expires to get the rebate. 5. Stop charging the "early cancellation fee" routinely when the customer changes from TXU within the 14 days prior to plan's end that is legally allowable in order NOT to get the charge. 6. If you cannot stop #5, at least give the first line customer service person authorization to take the charge off when the customer calls. To my displeasure, I had to be transferred to a supervisor only after I requested to speak to one about this wrongly charged early cancellation fee and only then could I get it taken off. Supervisors are currently the only ones who can do this and you just cannot keep this kind of practice without losing customers for good. You may get some legally undeserved fees by doing this but you won't win any friends or return customers. 7. Stop giving your best rates for "paperless" and "direct debit" customers. You know that if someone loses their Internet service for a period of time, the payment could be late. You like that because you get to charge a late fee but customers don't. You also know that the routine and erroneous "early termination fees" are going to be direct debited and the customer will not be happy when that happens either. 8. When you lose a customer you seem to get very generous in "prepaid Visa cards" and $ off your last bill if the customer will leave their new service and go back to you. Why not give existing customers this kind of offer if you want them to stay? Waiting until they leave is..... too late. Your strong points in my opinion, are what could set you apart if you cannot offer competitve or better rates. You do have good customer service (sans the part where first line service people can't fix billing errors). You have an exceptionally good bill layout. I like the way my usage is graphed every month and I like the website where I can pay online and the billing happens within a day or so. Good luck keeping customers with lies by omission and fine print exceptions to 3% rebates. And good luck in bringing them back through your incessant nag method. Your practices so far do not impress me and with all the nagging I have endured since my switch to GEXA (daily phone calls) I feel much less likely to ever contract service with TXU again. Susan Morrow

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a RIP OFF!

Bethany, Fort Worth, TX - 2012-07-02 08:55:43

I was a customer with them for 2 years and realized I was getting ripped off at 11.5 cents/kil. I called them to ask about getting a lower rate. Seeing as, I was a loyal customer and always paid on time. They said No. Plain and Simple. I switched to bounce energy and locked in a week late with them, at 8.8 cents/kil and with a customer service team that really cares to keep you. TXU called several times after we cancelled service asking us to come back I would ask if they could beat 8.8 (at the time) and they said No. Well, to bad for them. I paid my final bill over the phone with a rep and not even a day later my credit card was ripped off. I don't know if it was the rep, but I have my questions. Either way, do not go with TXU, they will rip you off big time! Go to bounce energy - they have great reviews, and it's true - they are great!

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Scum

DJP, Plano - 2012-06-21 19:37:54

This company has been taking advantage of my family for years. They switched rates from 9 to 13 cents oer a year ago. Their explanation was they now include Oncor's services in their bill (I.e. accounting for 4 cents a month. This company disgusts me....the treat their customers like dog poo. AVOID THESE SCUM BAGS AT ALL COSTS

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DO NOT USE THIS COMPANY

Meghan, Pearland - 2012-06-19 18:57:42

This company used fraudulent information to get me to sign up. The representatives who came to my door promised me a rate of 5.6 cents/kwh but upon receiving my bill it was 13-14cents/kwh. My bill more than doubled. When I called to resolve this problem, they were unwilling to help in any way. I even emailed the corporate executive offices and still received no reply or help. I will have to pay a $295 dollar disconnection fee to get out of my contract. They are a completely awful company and I would not recommend them to anyone!

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One mans view of TXU

Plano Carl, Plano TX - 2012-06-04 07:02:39

From okay to pure crap. After years of turning away Reliant and whoever the reward for being a TXU customer is higher bills and crappy plans. It was easy before with a simple bill but they have all the BS stuff like cash back and freaking coupons! How about this you idiots... put the cash back towards the bill and give me coupons for electricity? Duh? You sell electricity? Hello CEO McDumass? If you want to sign up no problem! They'll do that post hast! If you like to get a QUICK reply like em on Facebook then throw the trash they deserve. Just don't respond to the emails or phone calls - keep it in the open so everyone knows what liars and thieves they are. TXU, you suck - I'll see you on FB

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Renewal Runaround

Vdub, Dallas - 2012-06-02 07:20:15

My TXU Energy Choice 24 plan ended in June. In trying to figure out which plan to choose for renewal, I called custormer service (sould be customer disservice). I was told the 12 month plan was 7.5 cents per kwh and yhe 24 month plan was 9.8 cents per kwh. As paying about 30% more for 2 years seemed a little high, I chose the 12 month plan. The confimation I got showed my average rate based on 2000 kwh was 10.7 cents per kwh, so once again I called customer service. I was told that there was no Choice12 plan @ 7.5 cents. I assured the rep that 7.5 was the rate I was told and since I renewed by phone, the rep recorded that conversation. Guess what, the rep then stated, after double checking, that 7.5 was correct, BUT did not include otherchagges, including Oncor's Energy delivery fee. I asked how that fee was calculated and was told that Oncor doesn't disclose that information.That I, of course, doubt. so after 15 minutes of talk when I bought the 12 plan and another 15 niute of trying to explain to me what I bought, I gave up. There is some solace in the facr rhar I only have 11 month to wait to not repeat thissenario with TXUr

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TXU Plays Games

Smith, Gainesville, TX - 2012-05-22 16:35:25

We moved away from our home in January 2012. We left on the electricity for lights when the home was shown by agents, and took all appliances with us. Our current bill (May 2012) is $65. Even if every light in the home was left on for 30 days it still wouldn't generate that much usage. We were told they would charge us a fee to go out and look at the meter again.

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Very poor

Dee, DFW area - 2012-05-14 09:34:47

Don’t do business with TXU. I have about 5 pages of perfect credit except for one entry from TXU and even though I disputed it they still confirmed it. I paid the bill and the refunded the deposit to the wrong account so I canceled it through my credit card. Once they got it together I paid it back. The show they wrote it off on my credit report. They also out soured most of their jobs to overseas. Very poor company.

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leaving the big 2, maybe for good

times change, Texas Gulf Coast - 2012-04-30 00:00:00

2010 TXU overstated power usage mid summer. It was tough to come up with double my normal bill. It took 4 months to work out but because of my contract type they pocket more money. Now 2012 my 2 year contract will be up soon and they offer me a"early bird deal" to re-up. The new contract would have raised my current bill near 40%. TXU must not think much of my business. Sure 24 months is a long bet on fuel cost but my locked in business is worth a few cents too. My electrical needs have only been serviced by Reliant and TXU. That era has come to an end.

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Satisfied Customer

Bill Oldright, Texas - 2012-04-26 00:00:00

Super service!!! Minimal disruptions.

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Liars and Scammers

POed at TXU, Azle, TX - 2012-04-26 00:00:00

Was promised a 5.7 cent rate. When actually got first bill they don't tell you that only a portion will be at that rate. They also charge another 3 cents for TDU that they don't tell you about. So my bill actually went up from Reliant. Oh and can't wait for their little customer service bot to automatically reply to my post. Crooks.

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Legacy "Fat Cat" company

Anonymous, Dallas, TX - 2012-04-24 00:00:00

I used to work for TXU. They have the typical "Fat Cat" business mentality of "bottom line is the only line" and "screw the customer if it means more $ for TXU". I didn't even use their electricity when I worked for them. Do yourself a favor and fire them. I've had Champion Energy Services for the last 6 years and couldn't be happier.

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Horrible and untrustworthy

John, Fort worth tx - 2012-04-18 00:00:00

I have had txu for a year an when I ordered service I signed up for paperless billing and email notifications. I didn't receive my first bill at all and my power was shut off. Upon call txu they insisted I gave them the wrong email address and that they did infact mail a disconnect notice. Unfortunately for them I personally know mail carrier and when I asked if they had seen anything from txu for me they assured me they had not. Once I paid to restore my service and an hour stint on the phone, they gave me the balance for my up coming bill. I paid the amount that I was giving and not two weeks later my electric was off again. I'm disgusted at the behavior of these "customer service" people

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Good service and access but too expensive

Mike, Bedford TX - 2012-04-11 00:00:00

After 2 years on the TXU Choice 24 plan I am choosing to reduce my costs. TXU does return to the community and that is admirable. Sorry they haven't made it more affordable to keep my business. Farewell.

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Keep an eye on them

Anonymous, Texas - 2012-03-25 00:00:00

I had good service with TXU for years. Out of sight out of mind. About three years ago started checking out prices and noticed I was paying 14 cents per kWh. I switched to Kinetic who started charging me 7.4 cents per kWh. Almost three years later, I've never paid more than 9 cents per kWh. They severely gouged me for saying with them for over a decade. I'm not going back

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THE VERIZON OF ENERGY

Gary, Euless, TX - 2012-03-20 00:00:00

It's my belief that TXU is the Verizon of energy rates. This company does not really care about giving you the best rate and they will not do anything to keep you until you cancel and then they call you asking why you left.

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Simply horrible

John, Dallas Texas - 2012-03-16 00:00:00

The customer service is wrost. You have to wait at least half hour to speak to some one. My first bill is not correct till 1 and half year later. It been revised 5 times. TXU JUST HORRIBLE. Don't sign up with them.

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Bad billing practices

Jarrod, Dallas, TX - 2012-02-20 00:00:00

I had service with TXU for 2 years always paid om time. Switched to Cirro in 2008 and never received a final bill. After a month I received a call from a collection agency stating the bill was in collections and it need to be paid to prevent it going on my credit report. I explained that I had not received a final bil. I paid the collection agency got their information and thought the things were finished. Recentally there is now an unpaid 550.00 amount in collections on my perfectally paid credit report. I've never had an unpaid or late payment in my life. My phone number is still the same and I still live at the same address. TXU sends regular marketing information to my residence in my name. I have never received one piece of mail or a telephone call about this so called unpaid balance. Good job TXU way to care about texas homeowners that use your service and pay most of the state taxes through property taxes. I think this is the worst experience to date.

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TXU Energy Responds

2012-03-07 08:52:32

Jarrod, We are sorry to hear about your issue with your final bill. Please email us at socialmedia@txu.com so we can help. Thanks, TXU Energy

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Horrible

J, Ft worth - 2012-02-08 00:00:00

Been a customer for 10 years, was paying 12.6 rate..switched to bounce for a rate of less than 4..my 1st bill came in was only 104.00 ..down from 275-300.00 wow.. Cant believe I been getting ripped off like this for so long. BTW before I even got the final TXU bill..the day I switched TXU collections have been calling harrassing me lol.. for 189.00 unpaid.. BUT here the real FUNNY PART they still have my 200 deposit. LOL they owe me 11.00 COMPLETELY DISRESPECTFUL, RUDE, ARROGANT and at the end of the day there ripping you off with rates 2-3x higher than need be.. With all the money I have paid them over the years and all the profits they made from me you'd think they'd value my business!! NOPE!! I told TXU not to contact me again..still calling trying to force me to pay them when they owe me a balance of 11.00 WOW illegal to say the least. RUN FAR AWAY..go to Bounceenergy

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TXU Energy Responds

2012-03-07 08:57:07

J, Jarrod, We are sorry to hear about your issue with your final bill. Please email us at socialmedia@txu.com so we can help. Thanks, TXU Energy

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Not Impressed with new service

Buddy, TX - 2012-03-02 00:00:00

I signed up to transfer existing service over to my name. In less than 12 hours, power to the house was turned off. I came home from work to find out that the power was turned off at 9:15am. This was on a Friday. When I called TXU, they said that there was a glitch in the order and that power could not be turned back on until Monday. I told them to cancel my enrollment, and I would use a different company for power.

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Dropped the ball

Jon, Euless, TX - 2012-01-25 00:00:00

Signed up for 12 month e-saver plan in June 2010 at 10.5 kWh. Kept getting billed for 13.5 kWh. Took 18 months to get it fixed. Had to threaten to call local news stations to get their attention. I was over charged by 800 dollars. Their records said it was only 290. Still fighting over this one. I wll buy a generator before I use TXU again.

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TXU Energy Responds

2012-03-07 09:10:29

Jon, We are sorry to hear about your issue with your rate. Please email us at socialmedia@txu.com so we can help. Thanks, TXU Energy

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Does TXU have any buildings with interdepartmental phones?

J. Matson, Texas - 2012-01-22 00:00:00

For the past three months, I've been charged late fees and required to pay double for automatic payments that they don't acknowledge. Despite credits on our accounts, they do not acknowledge their errors. In fact, last month our power was turned off due to such an error. Too much unproductive phone time. Would only recommend to someone I wanted tortured. Every month. Around billing time.

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TXU Energy Responds

2012-03-07 12:20:17

We are sorry to hear about your issue with your automatic payments. Please email us at socialmedia@txu.com so we can help. Thanks, TXU Energy

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Learned my lesson FAST!!!

Daniel, Andrews , TX - 2012-03-05 00:00:00

Selected TXU as everyone nearby used them. first bill was $210 dollars, had only moved in for 15 days, ten of those days had no major appliances in the house. second month came out to over $300. Heard someone mention the powertochoose website, saw i was paying double others were charging per Kwh. RUN!!! Changed providers now they wont stop calling to switch me back, paid final bill but have not received cancel fee , may be facing collectors like others have mentioned here. As they keep putting me on hold when calling to inquire

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Prices!!!

Todd, Spring, TX - 2011-12-14 00:00:00

Never paid late. Always been a good customer. I just saw the rate plans on "Power to Choose" and fell over. Calculated that I'm paying 13.62c per kWh once you add in the "additional fees" and Fuel Factor. WTF is a fuel factor anyway? (I know what it's supposed to mean, but it seems more sleight of hand than transparent business practices - just raise your rates like everyone else does). Every month I've got a $125 fuel factor plus $9.29 in TDU Surcharges and "Other" Fees. TXU is, by far, the most expensive provider available.

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TXU Energy Responds

2012-03-07 03:08:06

Todd, We would like to discuss our competitive rates with you. We are happy to explain fuel factor and how its calculated on your bill. Please email us at socialmedia@txu.com Thanks, Eileen

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bad customer service= ex-customer

Iam Private, Fort Worth TX - 2011-12-18 00:00:00

I signed up with TXU in 2003, moved 3 times and stayed with them. I was most recently on the Market Edge plan, a perfectly acceptable plan with a good rate. But is is no longer worth the hassle to try to pay online, as their system seems to be frequently either malfunctioning or else it is just poorly designed. This was described to me by a customer rep. as being "hung up in log on mode." I was also put on a "cash only" basis, although I never had a check returned and the only error I am aware of was when their system did not accept a payment I made and got a confirmation for! Warned "Gabriel" the chat rep that I would cancel if this did not get straight by the next month--now I just had to pay my bill in cash when I could not get online or phone to accept. I am done, now using this site to find some other provider! Fry yourself TXU!

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TXU Energy Responds

2012-03-07 03:09:47

Iam Private, We are sorry to hear about your issue with payments. We would liek to look into the issue and correct your cash only status. Please email us at socialmedia@txu.com so we can help. Thanks Eileen

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overcharged and they didn't care

Elizabeth, Houston, Texas - 2011-12-26 00:00:00

They overcharged me by 1000 kWh one month (not a misread at the meter, just a miscalculation in the billing dept) and when i called to fix it they said they did nothing wrong, that my usage must have gone up, charged me to have the meter reread then took 2 months to fix the charges. Every time I called to inquire i was treated like an ignorant child. Incredibly disappointed and am so glad my contract is up so i can run for the hills!!!

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TXU Energy Responds

2012-03-07 12:22:33

Elizabeth, We are sorry to hear about the billing issue. Please email us at socialmedia@txu.com so we can assure everything has been resolved. Thanks, TXU Energy

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Worst of the Worst

C.W., TX - 2011-11-28 00:00:00

We have been customers with TXU for over 35 years. We built a detached garage and they charged us 15.4 KwH deeming it "retail." they informed us that any area not connected to your home is considered retail. This has unfortunately been going on for over 4 years. We will be changing electric providers.

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TXU Energy Responds

2012-03-07 12:24:22

C.W., We are sorry to hear about the issue you are experiencing with the second meter at your property. We would like to see if there is anything we can do. Please email us at socialmedia@txu.com. Thanks, TXU Energy

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great

ba, tx,usa - 2011-11-15 00:00:00

i wish they would discount more for longer term commitments....but love the debit card at the end of the year...125.00 last year!!!

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TXU Energy Responds

2012-03-07 09:17:38

Ba, Thank you for the positive feedback! We currently do offer new plans with longer terms and increasing cash back rewards! Please email us at socialmedia@txu.com to discuss further! Thanks TXU Energy

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Sorry Customer Service

Jimmie Harris, Baytown, TX - 2011-11-09 00:00:00

We've been loyal with TXU going on 10 years now. This past year, their customer service, and billing practices have gone waaaaaayyyy down hill. I am now searching for a better quality service provider, and am thankful to this site for making my shopping easier with the reviews of other customers. TXU seems to have become too proud of themselves lately, with their higher rates, snotty customer service, and chinchy billing practices. Loyalty is obviously not appreciated by this company any longer, and so I would not recommend this company to anyone.

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Automation / customer service

Carlos Vasquez, Fort Worth Texas - 2011-11-07 00:00:00

First of all ,Last friday i called to have my service reconnected. The lady who was on your end, either didn't understand english or couldn't hear.. This by far the most un pleasent bad taste in the mouth feeling.Now being a TXU customer since we moved here to fort worth in 1988 we have had nothing but very good times with TXU. You as a company need to train these people how to listen and be helpful.. I would like to actually Talk to someone can do something about this.... I still have that bad taste and am thinking of going elsewhere for power!!!!!

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TXU, sending American jobs to other countries

Jonny Dodge, Plano, Texas - 2011-11-01 00:00:00

Not only did they me send a disconnection notice when my bill was TWO days late (even after YEARS of paying my bill on time) when I called to find out WTH, I found out that their "Customer Service" is in South America. The young lady I spoke with (who purported to be an American and then later admitted that she meant SOUTH American) cheerfully explained that it is their policy to send the disconnection notice 2 days after your payment is past due and disconnect within 2 weeks if payment is not received. Unfortunately, I didn't realize I was on a 24 month contract with them. That was in July. Today is November 1st and my contract is up on November 12th. That's why I was shopping around for a new provider and how I came across this site for reviewing electric providers in Texas. For the first time in 17 years, I'll pay a company other than TXU for my electricity. And it looks like my bill is going DOWN by 20% - 30%. I would have gladly paid more to a better company. But... AWESOME!

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Not an Honest Company

Traci P., Frisco, TX - 2011-11-01 00:00:00

Before ordering service with this company, I did a lot of research. I come from a state with one utility company, so having options was new to me. After a few days of researching, I decided on TXU. The offer was for the Texas 12 plan, locking me into a rate for one year. It also included a $75 rebate. After a month or so, I called in to check on the rebate. I was informed that a coupon that I had to register came in a welcome pack that I never got. And the coupon was for a $25 rebate not $75. This is NOT what I signed up for. So now, not only will I not get the $75 due me.... I won't get the $25 either, as I never got a welcome pack. They won't even re-send it to me. I am now looking for another energy company. Dishonestly is not exceptable!!! I do not recommend TXU and I can wait to cancel my service.

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can't renew with TXU - prices way too high

deblue, Dallas, TX - 2011-10-23 00:00:00

I have been with TXU for over 18 years. Always renew on time so I don't have the problem with rates jumping sky high. My contract is up in the next 45 days so I have been shopping rates. TXU has always run a little higher than most providers but right now they are running WAY higher and they also have changed the breakout of how their rates are done - look closely at EFL and terms & conditions. If I stay with them, it will cost me 1.8 cents more than other reputable companies. Based on my yearly usage that is $414 yr more than another provider. Bye Bye TXU Re: customer service, whenever I have a question, always call at least twice and guess what, I always get two different answers.....

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Fraudulent Practices and Caught in a Lie!

Anonymous, Robert - 2011-10-18 00:00:00

BEWARE of this company!!!! Unfair business practices. The company tried to add someone else unpaid bill to my account and then once it was disputed they took two more months and no call backs to customer. When called back they would try to act like that was the first time they had heard from me. Once the address was given to me I did some simple research using a free program call Google Earth, found the Apartment complex's name, got the property managements main number and called. I explained everything to the manager there and they pulled their records for that time period only to find out that the tenants that were living there at that time were using some other electrical provider! I called TXU back and was ready to give them all this information when they said they could not find anything for that amount charged against and that it apparently was resolved to my favor. Two years later I get a call from a bill collector stating that amount was sold to them as a charge off of bad debt against me! I really feel like I should sue them for fraudulent actions against me, trying to damage my credit and now all the nonstop harassing calls! I absolutely refuse to pay a bill that is not mine and what makes it worse is to have the information to prove it and TXU act like I must be the one lying! Their billing department must be run by a bunch of crooks!!!

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TXU- Horrible Customer Service

Ashley, TX - 2011-12-30 00:00:00

I called TXU at 2pm on Thursday to move my service from my previous address to a new address. I was told there was a market hold on the new place and I asked what I could do to change that. TXU was giving me a bunch of directions of where I would have to go out of my way to get this market hold on this new place removed (which by the way the market hold was at no fault of mine). I asked to talk to a supervisor and was literally placed on hold for a little over an hour. In the meantime, while on hold I talked to RELIANT ENERGY and they told me to e-mail the appropriate forms to them and the market hold would be removed. I did all this while on hold with TXU. I talked to a Supervisor at TXU after an hour and received attitude. So the next day I was told by RELIANT ENERGY that the hold was removed. TXU confirmed the remove with ONCOR but said they couldn't do anything, and refused to help me mostly due to their time wasting and misinformation. Will switch to RELIANT.

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TXU Energy Responds

2012-03-07 09:15:35

Ashley, We are sorry to hear about your experience with a switch hold and the process to remove. Please email us at socialmedia@txu.com if there is anything we can do to help. We also apperciate the feedback. Thanks, TXU Energy

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Company is Not Flexible Anymore

Dale Miller, Waco, TX - 2011-10-09 00:00:00

I've been with TXU almost 10 years now and have never had the horrible service as I've had in the past year or so. I do, on their behalf, do pay my bill late as always, but am contstanly receiving disconnection notices. One time, I had a notice, but had payed it though my online bank account a couple days before. They wouldn't listen to me even when I gave them my confirmation # and demanded immediate payment without giving me any other options to avoid disconnection. I'm having tough times living paycheck to paycheck, but they're inflexible on some things. I have always payed them, but almost two weeks being late and ready to pay, I get a disconnection notice and a deposit that I have to pay as well. They are now charging me an additional deposit, and thus, they are being fired now. There are plenty of other companies out there that charge less, have the same options, but have better ratings also, which I will call flexible.

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For the rich.

Dwayne, Grapevine, Texas - 2011-09-25 00:00:00

If you want electricity for the rich go with TXU. Yes they are great at mailing me a bill and cashing my checks. But it is 12.8 cents per kWh for 5394 of them. I am switching. By the way, my plan was called TXU Energy PriceGuarantee 24. The only guarantee I received was to get ripped off for 24 months.

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bad company

venitta bennett, plano, texas - 2011-09-26 00:00:00

never late with my contract....needed installments but they wanted to sell me the average billing but i did not want it - this was the supervisor who was rude pushy and not helpful... i just need one bill on installments but they wanted the next bill also that i had not recieved in the mail to be on the installment which makes for a greater amount down... they would not accomodate me so i called around and tried to change services but ran into some bad companys ( see my reviews of direct and cirro).....i should have known cause in past this company txu said that when you have two bills ( say a buisness and home with different accounts) they can combine them if you close one which means you get a gigantic bill instead of an end bill.....

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Sales Slammed

Scott, Houston, Texas - 2011-09-27 00:00:00

After changing to a cheaper company(.083) when my contract ended, a TXU rep called offering to give a similiar rate fixed for 24 month with a gift card. When my contract details arrive , the actual rate was .121 !!! The sales person also lied saying that the online rates were an error. Customer Service had no explanation other than to charge me $200 if i cancel!!!

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Great promotion, poor customer service

R. Hutchison, San Angelo, TX - 2011-09-10 00:00:00

I just switched to TXU because of a promotion offer. The price was too good to pass up. I now wish I had passed on the offer. My wife and I have called a couple of times each with questions about the offer. My wife got no answers(told the computer system was messed up) and was hung up on once. I took over and used most of a lunch hour on hold. I called again at work and got Todd. Todd said his computer was acting up and he would have to put me on hold. 5 minutes later the phone hung up. I still have not had my questions answered. I am currently shopping for a better deal before I get my first bill from TXU.

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TXU

Anonymous, - 2011-09-09 00:00:00

Long track record. Consistantly the best customer service, billing and ease of doing business with. Only negative is that they are consistantly higher priced. I guess you have to pay for quality.

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TAKES ADVANTAGE OF GOOD CUSTOMERS

Randy Roller, Kennedale Texas - 2011-10-07 00:00:00

I had been a long time consumer of TXU and it turns out that instead of advising me that they had cheaper rates available there were just fine in billing me a t 13 cents a Killowatt without even letting me know. I finally figured out what they were doing and I will NEVER do business again with this money hungry company that cares more about the bottom line on there financial statements than taking care of there long term customers. NEVER AGAIN WILL I DO BUSINESS WITH THESE GUYS!!!!

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Rates doubled on empty house

Anita McMurtrie, Electra, Texas - 2011-09-03 00:00:00

I have a vacant house which is used occasionally for visitors, and therefore I like to keep the utilities connected. However, for over a year there has been no usage of electricity, and I pay a minimum fee-until last month, when I received a bill for double the usual amount. I contacted TXU via e-mail, and they agreed that I had used no electricity but said that the charges were for Transportation and Delivery from ONCOR. Now, if I decide to change electric companies, I shall be charged a humongous cutoff fee, even though I've been with TXU for over 30 years. So I've a choice of paying double the 'vacation' fee, or paying for cutoff fee, which would cover the 'vacation' fee for about 3-4 years. There's something wrong here. The cutoff fees are so exhorbitant that they interfere with free enterprise. On top of that, looking at various electric companies, I find that in the main the supplier is ONCOR for most of them, so I'm apt to get into the same problem even if I do switch.

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Horrible service

Lisa, Dallas, Tx - 2011-09-02 00:00:00

I have TXU as my provider for home and business and I am about to change. First of all, their billing is horrible. You have 14 days to pay your bill no matter how high it is. After 14 days they charge a late fee and you are subject to disconnection. I had mine shut off once and I didn't understand why. I had only received the bill 21 days before and it was unusually high. I called and they said that they never let it go 30 days before shutting you off. If this were a credit card company people would screem about this policy. I also have them for my small business and you cannot get anyone to help you after 6pm. I tried calling everybody to get some help at 6:30pm one night and all I was told was that I had to wait until 8am the next morning. I was on the phone with them at 6pm and they said I had to call Oncor. I called Oncor and they said they couldn't help me and that I had to call TXU. I also pay between .20 and 2.40 per KwH. Those parody commercials aren't far off.

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Inflexible extensions

bryan, dallas - 2011-10-03 00:00:00

This company holds a $485 deposit on my account yet is unwilling to extend 14 days for a payment of $310 when I've been a customer for 33 years. What says "change vendors" more than this?

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Highest price, lowest value

David, Dallas, TX - 2011-10-03 00:00:00

TXU is the most expensive electric provider bar none. They are also the most egregious extra fee chargers. Don't believe their sales staff when they try to scare you with tales of hidden charges with other providers. TXU is the worst offender in this regard! Their customer service is among the worst of any company I have dealt with. FWIW, I never had a problem with billing, thus my average rating in that category. So what do you get for the extra cash? Extra quality? Pssh...if your lights turn on, where's the quality? Oh yeah, customer service...TXU sucks. Billing? They get it mostly right, but how many other providers do that just as well??? Answer: Most. I spoke to CSRs of several providers before finally switching to Champion Energy, but all of them were as good or better at customer service. Billing at Champion is superior as well. Oh, and if you are holding a TXU cash back loyalty card, better use it fast. It expires. Oh, the irony!

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miss

marie, dallas texas - 2011-08-28 00:00:00

Txu is too expensive

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unfair pricing

zoilcan, Texas city, tx. - 2011-08-22 00:00:00

When my contract expired I choose to let my service default to the month to month plan which was 2 cent/kw less. I called them to make sure I was on the month to month now and they told me they would continue charging me the higher rate of my 24 month plan even though I was on the month to month plan.

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Do Not Choose TXU

Kasey Patton, Rockwall, Texas - 2011-08-19 00:00:00

TXU has sketchy rate plans. We wound up paying 14 cents a kwh, not the 10 cents we signed up for. The customer service was horrible as our power was turned off because they got the address wrong on a family that was moving on our street. We were without power for 2 days as we argued over the fact we were not moving. This was during 108 degree days. Please do not give these people your money.

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an inflated balloon

Anonymous, Texas - 2011-10-05 00:00:00

As with other companies they offer you all this advantages but suck your blood during the peak season, and to finish you they want to complete aniquilate with an extra deposit for $400.00 when you paid late.

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Stability and honesty!

Jimmy D., Allen, TX - 2011-08-18 00:00:00

Had to get off of star Tex since they jacked my rate way up in July. TXU gave me some stability and now I know what my bill will be next month. Great company!

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Callous, Vague and Unprofessional

Archie, Waco, Texas - 2011-09-20 00:00:00

We had been customers of TXU for 30 years and never seriously considered switching,even for cheaper rates. However, we experienced three consecutive months of awful customer service. Our paper check did not pass in July but was paid electronically three days later. We deliberately paid electronically in August and received a confirmation number, only to find out that we were placed cash only status for one year due to two delinquent payments. We went to our financial institution to research the problem. The clerk called TXU to confirm that the check never made it to the institution nor was their any record of an electronic request. They offered to provide written documentation to verify their report and the fact that succifient funds were in the account. We appealed the status but the company denied our request. The next bill was sent with a disconnect notice even as they admitted to reviewing our request. That was no way to treat a life customer therefore, we are switching companies.

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Bullies

Kim S., Texas - 2011-08-12 00:00:00

We used TXU for over 25 years. We were leary of changing electric companies because we were just too scared(stupid). When we switched to another company, we got a call from a guy at TXU trying to bully us say we had to pay the $200 cancellation fee. A friend of mine waited until her contract ended w/TXU they called her stating she was going to have to pay termination fees. After being such a good customer for all these meant nothing to TXU, they weren't willing to negotiate a rate to keep us as a customer. Then they bullied us -- we won't be returning to TXU again!!!! Plus, I think their rates are some of the highest.

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Higer than others

Ken, Plano TX - 2011-08-09 00:00:00

I currently have TXU Electric with Oncor. I'm looking to get a better rate and I've gone through the electric providers spreadsheet. I'm choosing StarTex for a low price, wind power source and a small $5 fee if you use less than 500 kw/mo. This is much better than TXU.

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Horrible Service

Jimmy, Round Rock, TX - 2011-08-01 00:00:00

Unable to explain fees and charges on bill. The staff is located out of the country. Also, when calling with an issue, you get bounced around. We had to call three different times to find someone who could explain the charges on our bill. No notes where ever kept on our account or they were lying to us. None the less, no one could give us a straight answer as to why they wanted to start charging us $71 a month as a fee.

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Bad Company

Brooks Taylor, Arlington, TX, USA - 2011-08-01 00:00:00

TXU customer service doesn't have a real person to talk to.

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Higher prices and poor customer service

Josh Montgomery, Dallas, TX USA - 2011-08-01 00:00:00

I signed up for the E-saver 12 plan about a year ago, which offered a rate of 10.7/kwh but included a discount of .2 /kwh if you signed up for auto-billing. The first month when we got our bill, the discount wasn't on there. We called and were told it had been fixed and we would see the credit and discount on future bills. It took them six months and numerous phone calls before they began giving us the discount. Also, my contract is about to expire and I received a notice in the mail stating that if I cancelled or switched plans within fourteen days of the contract expiration, then I would not be charged a cancellation fee. I called to confirm this and was told that no, I must wait for the contract to expire in full or I would be charged the fee. I called again and was told that there would be no fee within fourteen days if I switched to another plan with TXU, but I would be charged if switching providers. I had to read the TOS to them before they agreed that I could switch.

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TXU is Overpriced and Under-Caring

Anonymous, Dallas, TX - 2011-07-30 00:00:00

I worked for TXU for several years and would strongly discourage anyone from buying power from this company. Their strategy is to prey off of those people who are too busy or ill- informed to realize that they are being overcharged for the exact same energy that everyone else buys at a discount. TXU was one of the original Texas utilities, so had a large captive, client base before the market was deregulated. As more customers leave to choose cheaper power, they raise rates on existing customers (who they figure are too ignorant to switch away) and make plans more confusing and salespeople more pushy. With as many customers as we had at TXU, nobody really mattered to us. Customers were just numbers who were too foolish to choose a cheaper price for an identical product.

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Great Service!

Virginia, McAllen, TX - 2011-07-30 00:00:00

Very satisfied with TXU energy service and plans.

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txu is horrible

cody hellnoiwontgiveyoumylastname, texas - 2011-07-28 00:00:00

I have txu and they are pretty horrible. The plan started as a 11 kilowatt plan but now it has went up to 14 cents. They asked me for a 400 dollar deposit and basically if you are late within 12 months (look at the economy) you have to wait another 12 months to get it back. Not to mention the customer service is horrible and generally when I call in I get someone who sounds like they are residing in switzerland or some other foreign country. Txu sucks period

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Poor Service

Anonymous, - 2011-07-24 00:00:00

Moved into our new home on February 24th and we never got a bill, even after requesting several times through email and phone calls. June 18th our service was turned off and we suffered for over 24 hours. When turned on we still did not receive a bill for over six weeks. The CEOs office contacted us and apoligized but with such arrogance and rudeness we are obligatged to change providers.

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Worst Experience Ever

Anonymous, - 2011-07-22 00:00:00

We have used TXU for 20 years. We had a tree fall on our home and had to move to a local rent home until ours was refurbished. TXU charged us astronomical fees for hook-ups. Made us change our plan because we had to totally disconnect our home for rewiring. So disappointed. We felt used and we have been such loyal customers. They were charging us 14+ cents per kWh. We changed companies as soon as our agreement was completed. We will not ever use TXU again. We also recommended to family and friends to change and we will continue to do so until our time is over here.

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dirtballing customers

eric floyd., dallas tx - 2011-07-19 00:00:00

txu will let you call on the phone with proof of payment made, wait a day or two, and shut your service off anyway, like a used car lot who repos after the payments are caught up. they will not even acknowledge that this is wrong.

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Get What You Pay For

Ehlmann, Azle Texas - 2011-07-11 00:00:00

I have been with TXU for over 30 years and have paid premium pricing for the privelege. I have always gotten excellent customer service and have always been able to get them at any time I needed to. Since I was one of the first 100 to sign up for automated online billing in the mid 90s - I have never had billing issues. 12 months ago I was finally forced to choose a plan and face the amount I have been paying for my electricity. UGH! yes, it is great service and you do get what you pay for - I pay one of the highest rates (their lowest rate is my selected 10.4 cents a kilowatt hour) and have no issues. I am unhappy that I am not rewarded for loyalty or get any of the other benefits that switching around gives you. $150 gift cards, $25 off your bill, NOTHING HERE!

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Great company!

Jeff B., Prosper, TX - 2011-07-10 00:00:00

Always willing to help with issues and they have been in business longer than any others, so you know that they are around to stay.

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Response to customers

Anonymous, Houston, TX - 2011-07-07 00:00:00

TXU charges well above what is necessary per kwh. In a dispute with TXU, it took getting the PUC involved to get it resolved. Customer service does not respond well to customers who ask to speak to a superior or ask about where to write to send a complaint.

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Over priced and Need employees that speak ENGLISH!

Wouldn't you like to know, East Texas - 2011-07-05 00:00:00

Why on earth would you give jobs to people that do not speak nor comprehend English. Cheap labor and high energy prices equal "No more of my money!"

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No explanations!

Steve N, Mansfield Tx - 2011-07-04 00:00:00

2 years ago, I signed up for the 24 month fixed rate so the price wouldn't go up...instead, it went down! I've been locked in to payin 13 cents per kWh! To make matters worse, 1 1/2 years ago, something happened! My bill dropped from an average of $300/month to $100, and the next month, it was $0! I never got an explanation of what happened, and 4 months later, my 'average' $300 bill jumped to $600+ for the remaining year! After many emails and phone calls to customer dis-service, the only explanation I'd get was how the average is calculated, they'd never explain what happened to cause the 2 months of low bills, and why it's now jumped 2x what it was!!!!

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Really great experience

Whizbang, Houston, TX - 2011-06-27 00:00:00

I have had quite a few different electric companies: Direct Energy, Stream, and Relaint. Of these companies, Reliant was about the only one up to par with TXU. Direct and Stream were absolutely terrible. Reliant was just expensive. TXU gave me rewards every year! I am pretty darn happy.

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Repeated billing errors

Ted, San Angelo, TX - 2011-06-06 00:00:00

4 billing errors in about 8 months. This company repeatedly rebills an account BEFORE there requested payment date-so you bill is always incorrect. Don't do business with them. I filed two complaints with the state and fired them!

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TXU = PU

MES, TX USA - 2011-06-04 00:00:00

I left TXU after I recieved two outragous bills for over $900 and one of the months we were gone for two weeks!!! Never could explain the $400 variance from the year before same month etc., nor did they ever send someone out to check the meter, their customer service was horrible. I swithed to Reliant and I am so much happier. No games, no surprises, great service and much lower prices. Never again would I ever conside TX..PU

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HORRIBLE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

B. Long, Texas - 2011-06-14 00:00:00

Worst customer service ever. Was a customer for 30 years. Left TXU because when you call with any kind of problem you get some person who could care less. Very disappointed. It used to matter when you were with a company for an extened length of time. I even pay more for my eletric service now. I was not staying with TXU a minute longer. I went to Reliant Energy.

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Worst of the worst

Dan, North Texas - 2011-05-25 00:00:00

Customer service has no idea what their product is that they are selling. Asked for supervisor or manager and they will not return your call. Prices are the highest in the business. This company used to be one of the best until Goldman Saks took it over.

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Shop around

Disappointed with TXU, Mesquite, TX - 2011-06-17 00:00:00

I was a loyal TXU customer for 12+ years but from what I read should have checked my bills closer but since they are so big I assumed the bills were always correct. Reliant came to my door and offered a lower rate so I called TXU to see if they could match Reliant but even though I was with them 12 years they did not come close to Reliant so I am now a happy Reliant customer for over a year now.

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Horrendous Customer Service

Crystal Halliburton, Dallas, TX - 2011-06-21 00:00:00

I had an outstanding balance with TXU Energy appear on my credit report. When I called, no one at TXU was able to verify the charge was legitimate. I was told there was "no contract" on the account # which meant the account was never active. Regardless, I paid the full amount showing as owed ($272) on 4/26, so I could have the account status on my credit report changed to show the account was paid in full. I was told a payoff letter would be received after 10 business days of the payment posting to my bank account. The payment posted to my bank account within 12 hours. After 19 business days, I made a 2nd request for the payoff letter on May 24. Again, I was told the letter would be received wtihin 7-10 business days. I made a 3rd request on June 16th-36 business days after payment was received. I was told the original request was worded incorrectly and had been cancelled. I was told the letter would be emailed within 2 business days; it's been 4 days and no letter. 40 days, 4 requests

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TXU

Myra, Waco, TX - 2011-04-07 00:00:00

TXU is pretty decent. Their customer service is also okay.

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Customer Service Excellent

Jana, Tx - 2011-04-13 00:00:00

I have been a TXU customer for well over 10 years, have watched friends and family jump from one company to another due to better rates and bad customer service, billing issues. Due to the economy situation, I was needing to find a better rate for electricity. I went to this website and powertochoose.org to do my research. While there are other companies out there that are cheaper, the billing/customer service issues I am reading about do not make me want to change over to a company I am not familiar with. I decided to call TXU and find out what they would do for a loyal customer as far as lower rate. They didn't go down to the 8.5 cents, but did get a lower rate than was posted. The person who worked with me on the phone was pleasant, helpful and cooperative. I then asked at the end to be transferred to billing and that person was just as pleasant and helpful. I think I made the right decision and would recommend to all! Good luck!

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Worst Company EVER

Patty, Ft Worth, TX - 2011-04-16 00:00:00

After dealing with a 3 year contract I am so glad to be rid of them. I will never ever go back to TXU. Their rep sold this to me after a tough time in my life, I had great price with direct energy and switched. BIG MISTAKE. Don't ever deal with them, they have no heart!!!

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Great company! Easy service.

Jerry Kelly, Dallas, TX - 2011-03-26 00:00:00

Easy hook up and I can monitor my usage with their online tools. Never had a problem.

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Worst Energy Provider

Amir, Irving, TX - 2011-03-04 00:00:00

First thing, when I ordered my service, they did that in other's apartment. I had to go to stay at my friend's place because I didn't have electricity for two nights. Red Flag!! They promised that they won't charge me set up fee. But they did. One rep would promise one thing and then next time, another rep would say different things. So I paid set up fee anyway. Second thing, the bill for my two bedrooms was more than twice the bill for my previous two bedrooms. Despite staying 15 days straight away from home(in my current apt) vs. staying all 30 days(in my previous apt) for the same month, the billing was $212.85 vs. $110.63. I would talk to customer service, no help but a huge attitude. I'd talk to oncor people, I almost lost my temper. They say for the same unit, last year the bill was $250 . then I said I moved in this apt 4 months ago and the pattern of consumption between whoever stayed previosly can not be compared with mine. NO HELP!! Asked me $30 to have my meter checked.

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High Prices

Jason, Pflugerville, TX - 2011-02-20 00:00:00

Service is reliable and billing is accurate, but the rate per KWH is very high. Shop around before making a decision. I selected what was presented as my option at time of my home purchase.

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Power discontinued

Tammy Sherwood, Dallas, TX - 2011-03-11 00:00:00

TXU turned the power off to my home on March 9, 2011 without notification. For the first time in my bill-paying history, I overlooked paying my TXU bill, which was due on February 21, 2011. I received no communication regarding my oversight, and although I realize that it is my fault that I forgot to pay the bill, I believe it was highly unacceptable for them turn off my power without warning. Additionally, when I was on the phone with TXU's Customer Care during the evening of March 9, I was told that, after paying my bill via credit card, the power would not be restored until sometime before midnight the following day. As a result, my house got cold, the food in my refrigerator and freezer got warm, and the back-up battery to my alarm system ran down which meant that my house was left unprotected by my security system. TXU will lose my business as soon as I decide on another energy provider.

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They stink!

Rachel, East Texas - 2011-02-17 00:00:00

TXU is very expensive! They go on what your previous bill was from the last year. Good luck getting someone who speaks English in customer service. They do not work with you on billing. TXU, THEY SUCK YOU DRY! I wish I could switch.

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Suck

Tiffany, Killeen, Tx - 2011-02-15 00:00:00

TXU is good for being quick to turn your electric on but they are horrible when it comes to customers. They have been charging me 11.6 cents per kilowat all through January during an OFF season, when I should only be getting charged about 9.4 cents. I would not recommend TXU to anyone unless you want to be over charged. I am switching over to Green Mountain Energy, at least they are 100% renewable and are actually cheaper than TXU who is only 5% renewable energy.

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very dishonest company not for families

mom, usa - 2011-02-14 00:00:00

I am a current customer of TXU and I would never refer them to anyone. Not only is the customers service very unfriendly but do not act like humans. I was late on my bill 1 time and it was a bank error not that it should matter stuff happens. I am serval mths later being penilized and asked to pay a $400.00 deposit. that is a ridiculous amt. they had no options for me to pay this out and will turn my power off if the deposit is unpaid and my bill is current. TXU said this is in the contact but all the contract says is a deposit can be applied not how much. If someone is late because they do not have the money how will they have an extra 400.00. either way txu dose not care and is not a company for the everyday family..

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TXU IS TERRIBLE

Anonymous, Texas - 2011-02-14 00:00:00

There have been so many problems with TXU I don't have time to list them all. The last straw was when I received a bill from TXU that was $700 higher than it should have been. When I called to inquire as to the problem (after being on hold for over 2 hours and bounced around between several different rude people)I was told that they wanted an additional $700 deposit. My bill was not behind, so I was confused. I was told that because I had 2 late payments in the last year that they required an additional $700 deposit. I asked why they wanted an additional deposit because I had already paid a hefty deposit when I set up the service -- and the money from the initial deposit had never been used, and I had not received it back. I was told that I would not be getting that money back and that now an "additional" deposit was required or they would terminate my service. Again, other than the extra deposit, I did not have an outstanding balance. I am finding a new provider.

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effortless, no hidden charges

Joe, Big Bend, Texas - 2011-02-09 00:00:00

I have had a good experience with TXU, cheap, easy, and their electicity is good quality.

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Not happy

jon, Texas - 2011-02-03 00:00:00

I pay a lot of money for the service and they seem to skip actually reading the meter several months which can really hurt if you owe more than their estimated amount.

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Ridiculous "Customer Service"

Alison, Corsicana - 2011-01-26 00:00:00

My story actually starts a few years ago. I had rented an apartment with my brother and we had a horrible time getting TXU to turn on our power. We were in the downstairs apartment. TXU sent the connection order to Oncor for the UPstairs apartment and then had the balls to insist I pay for my upstairs neighbor's usage. Nevermind it had already taken almost a full month to get to THAT point... Now I have them at my home (glutton for punishment I guess) and they sent us a disconnect notice. Called them and they said the payment was processed and would not be disconnected. This was on Wednesday. Monday morning, off goes the power. Turns out the idiot rep had read SOMEONE ELSE'S account information. How the hell does THAT happen??? The next rep kept repeating the same thing over and over. Finally we got to a supervisor and he was super helpful - sent the guy back out and everything. We were back on in less than an hour. I had to ask if I was really talking to TXU LOL!

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Horrendous!

Beatrice Rodriguez, Corpus Christi, Texas - 2011-01-22 00:00:00

Customer service is terrible. It takes way too long to get anyone on the phone or even to the digital options menu. The customer's time is of NO VALUE to the company. After three years of service, they imposed a $410.00 renewal deposit because I was late more than two times in one calendar year. I tried to switch to another provider and my account was not released. I ended up having to pay the extortion amount of $410.00 in order to get them to release my account and pay the other company a deposit to switch. They also left me without power on a night that was just below freezing temperatures despite paying over $770 for electrical services because of a "mix up". This company is CRIMINAL.

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Karen Wheba-Harmon, Texas -USA - 2011-01-21 00:00:00

Customer Service with this company is not acceptable. I will never do business with this TXU Energy. They could not even tell me why I received a $50.00 check, made out to me, but they could tell me my SS#, address, DL#and phone#...all this from Panama, Jamica and God only knows where else! All this and I do not even have an account with TXU. Is this some kind of fraud that TXU is allowing to take place? What is even more distrubing when I inquired what the ckeck was for I was told that TXU does not reference to whom they wrote the check or why! I will give this information to the Attorney General in Austin and expect to have someone with authority investigate this most unusual practice if not illegal business practice. No wonder there is so much ID theft is this country, TXU is giving out info to individuals in other parts of the world without permission from the holder of such information. What a sad state of affairs for a poorly run CO.

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Wrong bills

Giovanni, Tx, Usa - 2011-01-15 00:00:00

Moved to my first house and 4 days later got a 340$ bill, At first customer service guy yelled to me So did the second, after few days of bill got A Disconection notice, had to pay bill and called Tons times to let them know is not posible to use that much energy in four days, btw they don't care you get your bill and disconection notice after...

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txu sucks

erik, houston, Texas - 2011-01-10 00:00:00

i signed on for txu because the rates advertised were low and i thought the company reputation was better. i was promised a 250 gift card, i still have the original paperwork for it, and after multiple calls all i received was a 100 gift card. i accepted this and let it go because of the headache. now my bills seem to be in arrears, but i have all payments documented. i was also told i would be getting a readable meter installed to help me track my usage, 4 months later and it hasn't happened. i just called to pay my 200 cancellation fee and switched to Gexa. I dont know much about them, but it cannot be worse. the contract is cheaper and only for 6 months instead of 2 years. save yourself some headache and go elsewhere for energy. i also own a restaurant and am switching from TXU ASAP. TXU sucks-bottom line.

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TXU withholds information that saves you money!

Jen, Houston, TX - 2011-01-06 00:00:00

I have been a TXU customer for years. In July, I answered the door to one of those electricity "salesmen" and learned their company was charging way less than my current cost. I called TXU to see if I could get my rate lowered since I was still in contract. The answer? No! My rate was much higher than any of the rates they currently offered, but they said since I was on contract they could not switch without a fee. I learned a few months later that I could switch for free if I was unsatisfied and I did, but you better believe the second my contract ends I am switching to another company because I called a few times before I found that out. The price difference, on my summer bills would have meant roughly $100 less. Very upset.

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rip off

Tashia Becks, Dallas, TX - 2010-12-25 00:00:00

recently receive a 232 balance charged to my account from an address that i resided 3 yrs ago and was told balance was never transferred but closed out. i have been charged and have paid to different deposits and only 250 is being showed and not the 150 charged again july of this year. on one can tell nor pull prior billing history to where this amount generated. when i paid my current bill it was not applied but deducted from the old year old balance and was told my current bill has not been paid. i will forward this to utilility commission in austin as well as the media.

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TXU ILLEGALLY PHONE SLAMMED ME

phil, Houston, TX - 2010-12-20 00:00:00

I filled out a questionnaire one day to inquire about their prices and about a month later I get a call wanting to know if I wanted to switch over to their service. I stated "I hadnt made up mind mind and that I dont't want to switch." CLICK. The idiot on the other line hung up. So I thought, ok, whatever. Then I dont get an electric bill for 3 months from my regular elec provider and suddenly get one from TXU. I was fuming mad. I called them and explained that I did not sign any forms or give any permission to transfer my service to them and that they illegally and against my authorization slammed me over to them. They didnt care and just wanted the money. I finally got it canceled and transferred back to my original provider after 5 months. I finally got a hold of someone and did agree to settle for this mess and pay a small amount but not the entire amount because they were wrong. But now, 3 years later, they put the remainder on my credit report. SCREW THIS COMPANY AND BEWARE.

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high for no reason

nicole, houston, tx - 2010-12-14 00:00:00

TXU energy needs to check there resources and customer service representatives because it makes no sense that when I signed on I was told that my bills would be 67.00 a month and I have never received such. I pay 130.00 a month for a one bedroom apt and that is what most people are paying in a house. This is ridiculous and needs to be looked at. it isnt fair, and I am searching for a light company that I can switch to.

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TXU review

Marla, Humble, Tx - 2010-11-27 00:00:00

They will want you to pay a very LARGE deposit, if you get a disconnect notice, not disconnected mind you, but just a notice!!!....even if you have had them for 20 years with no problems!

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not recommend!

Anonymous, Texas - 2010-11-24 00:00:00

been with txu for some yrs. the customer service sucks! sounds like a bunch of recordings repeating the same thing over and over again; even when it doesnt answer you question or problem. i used them when i've moved twice. the 1st time they cut the power off at my old residence and didnt turn it on at the new house til the next day. which wasnt what i ordered. i wanted same day off at the old house and on at the new. we slept in the freezing cold house that night. next, move they turned the power on at the new house, but didnt log it so, i didnt know my power was on til midnight. then afer being a loyal customer i get charged a $520 deposit fee! thats like 5 of my normal bills. If you never need to speak with customer service this company is ok, but if you have ever had an issue with you light bill dont exspect customer service to fix it.

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No need to go green to save money, just buy cheaper energy.

Adam B, Elgin, Texas USA - 2010-11-17 00:00:00

Three years ago I got out of the Marines. Two years ago I bought my first house and signed up with my first electricity provider TXU. From the start TXU was hard to deal with. TXU employees (bad english half of the time) will lie to your face and smile, and if you say something they don't like CLICK is all you hear as they hang up on you time after time. One time during my 2 year contract I had to go to the extreme of contacting the Texas Public Utility Commission for resolution to an obvious error on TXU part. They also sold me electricity on a scale I could never match with my usage so every month I paid extra for using less. If you do sign up with TXU you can look forward to the day your contract ends (or a cancel fee) I know I did months before hand. My contract ends in a week and I can say there is a spring in my step today. TO HELL WITH TXU. I'm going to Bounce Energy baby!!!

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High price sorry company

Old Tech, Dallas, Texas - 2010-11-06 00:00:00

Txu has the highest rate plans available and it does not matter if you have been a customer for 20 years, they flat out just don't care if they keep your service or not.

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Residential Customer 30+ Years

D. Crouch, Dallas, TX - 2010-10-31 00:00:00

I would not recommend TXU to a residential customer who values customer service, billing integrity and follow-up. I am resolved that the only way to satisfy my issues after over 18 months is to contact the PUC to make a formal complaint. This is very sad since I continued to pay the full amount of my bill every month, on time, even though I knew that my billing was inaccurate. Emails, telephone contact many, many times, executive complaint via TXU website - to no avail. Consumers beware! Review your billing each month. Watch out for your rate plan and ensure that your account is not moved to a new plan without your permission as happened to me.

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Simply not competitive anymore

Tony Hamilton, Houston, Texas - 2010-09-08 00:00:00

I signed up to TXU originally because I was forced to by my builder as part of the home sale. They had a contract with TXU to feed them customers. TXU was fine, the prices were competitve, so I stayed with them. Two years ago I signed a 2-year fixed rate contract with them, thinking I was a deal. I didn't really do any research and just signed up. Well, 2 years later I have a $298 bill when I could have had a 180 bill with cheaper companies. I called TXU to see when I could get out of my contract and they tried to sell me on a new plan that was still 5 kw/h more than other companies. They simply couldn't compete. Conventional thought is the overhead for such a large company keeps them from being competitive. Maybe that is true, but I am definitely leaving them. Every company has online billing now, why should I pay more? Pay 20% more to get a 3% rebate? Doesn't make sense.

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TXU or the cheaper services?

William N, Terrell, Texas - 2010-09-07 00:00:00

I used TXU for 4 years in Terrell. The service was fine. I can think of nothing to complain about. The billing was fine. Again no complaints. When I left, they refunded my deposit as they said they would. Again no complaints. Now I am looking to start electric service at a new place. I am wondering if the companies with cheaper rates are a good idea. But looking at these reviews, it appears that some of these reviews are not by customers but by competitors. This makes it harder to decide if there is an advantage to the cheaper services. I know TXU and have not a single complaint. I will probably use them again.

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TXU - stay away from this company

Cheated, TX - 2010-09-02 00:00:00

TXU is run unprofessionally. First they sent my payment check to the wrong bank and then proceeded to tell me that I had insufficeint funds in my account. It took months to straighten this out. My bank had to write TXU three letters telling them they had never processed the check. TXU made the mistake and never apologized never acknowledged their mistake. Now TXU will not refund a credit to me. I moved a year ago, turned off my electricity, and requested my refund. I have attempted to get my money back for a year now. TXU still has not sent a check. They keep promising to send it but never do. Stay away from this company. It is poorly run.

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Frustrating

Fed Up, Houston, TX - 2010-08-31 00:00:00

I have been with TXU for 2 years and at first everything seemed to be fine. This year I have had nothing but trouble. The monthly statements are a mess. The usage graph says I'm paying for usage for the current month but the date on the statement says I'm paying for usage from the month before. The last 3 bills I got were for usage over a month before. I was gone for a whole month for military training. I turned everything off but left the a/c at 85. I even unplugged everything except the fridge and stove. When I got the bill it was for $100. When I looked closer at the bill and compared it to the month before, the killowatt per hour rate went up "coincidentally" the month I was gone. No one in the customer service department gives me straight forward answers to any of my questions. Some have been snotty and rude. I have asked to speak to management several times and the rep refused to let me talk to them without an explanation first. They are dishonest and not helpful. I'm fed up!

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customers beware

Laurie, USA - 2010-08-25 00:00:00

I have been paying my bills online for awhile now,and on 7/27/2010 I paid my bill like always,on 8/10/2010 my payment was returned to my account for unknown reasons .Today I recieve a bill with not only that amount but late fee`s and it is double,no help from your so called customer service even though I tried to explain to them what happened ,they said that they had no record of my payment ,well I do ,so what to do now?

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I feel awfully dumb right about now.

Anonymous, Dallas - 2010-08-20 00:00:00

I should have known better. I ignored all the negative feedback and listened to the "we've changed" PR. Mea culpa. The bottom line? I'm paying higher prices for the EXACT SAME product, with absolutely awful customer service ... from a company that doesn't find, make, or deliver a SINGLE watt of energy. TXU - and dozens of other REPS (Retail Electric Providers) with lower prices, simply get us under contract and then send along our information to the company that actually makes and delivers our energy. Their ONLY job is to sell and then collect. That's it. The only differentiator is how they handle billing disputes and other customer related issues. So, is TXU superior enough in customer service to justify their higher prices? Not really. Rating services (the guys that actually collect and compare customer reviews) rank TXU pretty much towards the bottom in all categories - including customer service. May I learn from this experience and be a wiser person for it!

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Horrible People

Mary Hendricks, Grand Prairie, TX - 2010-09-22 00:00:00

TXU at one time was a reputable company. Now when you call, you get someone from another country that can't speak understandable English. I set a payment up to be processed on a certain day. They processed it 2 days early creating a nightmare in my checking account. I am currently paying 2 times the going rate as I had to accept a 2 year contract when the rates were at their highest. They don't give anyone a break.

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After switch to Digital Meter--Oh the mess!

T. McNiel, Irving, TX - 2010-08-20 00:00:00

In Dec 2009, Oncor changed my meter to a new digital. For the next 4 months, TXU told me they couldn't read my meter and 'estimated' the readings on the old analog meter's bills. Then in April 2010 their bill showed the digital meter installed, and with the FULL 4 months of usage charged to me. After TXU investigated the issue with Oncor, they changed those estimated reading to Actual reading on an analog meter that was not even there. TXU never credited me with those 4 months of payments! So, TXU has DOUBLE-BILLED me for 4 months of usage! After filing a complaint with the PUC, TXU has been applying 'Corrections' to my monthly bills that make them too confusing to understand or to explain exactly how TXU has SCREWED ME OVER! And, I know other senior citizens that are being SCREWED by TXU. If you are having problems with TXU, change your electric provider NOW -- don't wait! TXU is counting on your confusion and frustration to 'just give-up' and not fight the matter.

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There are many choices, TXU shouldn't be the one

Nick, Houston, TX - 2010-10-19 00:00:00

Customer service is horrible. Sales person lied about the rate. For rate increase on a fix rate plan, i called them so many times however they promised will do research and call me back. One time the rep even said, this is it no one is going to call you back to explain the charges. I would never go with TXU again, or recommend anyone.

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One Hand Doesn't Talk to the Other

lkepstein, Plano, Texas - 2010-08-09 00:00:00

TXU customer service isn't in sync with their marketing department. I have had horrible experiences with their billing department and online payment via their website. Too many hours wasted on trying to get things straightened out. Too many unprofessional employees thumbing their nose at customers, saying it's our way or the highway. This is one customer who is taking the highway given the poor handling of my account and customer service lacking in every way.

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RIP OFF

Celina Sandoval, Houston, TX - 2010-10-22 00:00:00

These folks are crazy. I was paying so much for my rate. I cant believe how much money I could have been saving over the 5 years I was with them. Its a shame. Customers Beware- really shop around for a good rate.

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billing errors!!

mark smith, texas - 2010-10-01 00:00:00

20years w/ them w/ perfect payment history. Many billing errors & very poor customer service. Impossible to speak w/ an english fluent rep now that 100% of calls are routed off shore. The monster w/ no head: goodbye for us.

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Good Experience

Anonymous, Texas - 2010-08-06 00:00:00

I have done business with TXU for many, many years, and I've never had a problem with the electricity service or the customer service. I have stayed with them because I know what I'm getting. The cost may be a little higher than others, but it is also not the highest. Paying a little extra is worth the satisfaction.

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horrible customer service at TXU!

Jules25, Dallas, TX - 2010-10-01 00:00:00

Very rude and unhelpful staff in customer service at TXU! Over the last 2 yrs, they have become very condesending and talk over you and repeat the same thing over and over. Also, I don't know if they "outsource" their depts, but the reps have become very difficult to understand. My father was vp of TXU 20 yrs ago, and let me say, this is not my Dad' company anymore...very sad!

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TXU Sucks!

Michael, Plano, TX - 2010-10-01 00:00:00

Pricing is a complete rip off, customer service is a joke. It took a week for a supervisor to get back to me on my issue. Someone should let TXU know that energy companies are deregulated in Texas and the consumer has a choice when it comes to having a provider.

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Excellent Company

Doris, Allen, TX - 2010-10-20 00:00:00

I have been a TXU customer for many years and have not had any trouble with any issues. However, I find their prices a little on the high side compared to many of the other providers. Since I'm one of those people who is concerned about cost, I'm going to try another company with a great reputation but lower prices. This summer's bills blew me away so I'm scrambling for better prices. I might be back though.

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Extremely Expensive!!

Sally, austin,texas - 2010-10-15 00:00:00

i lived by myself in a one bedroom apartment. i had two jobs and just came home pretty much to sleep. Lights were never on and air stayed around 72. Light bills were averaging $150. Rate spiked up to a whopping 14c/kwt! Customer service wasnt able to do anything for me. switched to city of austin energy. bills are now $60. If you want overpriced electricity then this is the company for you.

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sux

Vicki, Tyler, TX - 2011-04-20 00:00:00

TXU company has screwed me over more times than a customer deserves to. This last month they sent me a bill stating I had $0.00 balance than within a week I received a disconnect notice. I called and they said that that was an error on their part and that they sent out another bill for $300.00 but for what ever reason it was sent back to them and then I get the disconnect notice. And this is just the tip of the iceberg on all the errors and false amounts they claim I owe.

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No care or integrity for customers

Susan Funicelli, Hutto - 2010-07-06 00:00:00

Txu cut my service off for being 33 days behind on a 52.35 balance. I knew of the balance and figured that I would catch it up on the next bill. After all it was only 52 bucks and its not like I'm constantly late or that I always short pay. I get all my bills over email and never once received a disconnection notice, phone call, email, or even a text from txu. I come home for lunch to check on my Mom and realize that I have no electricity in most of my house but three lights and the TV still have power. So I think I have some major electrical problem. I still didn't realize my service had been shut off especially since some things still had power. I call txu to see if they are showing any problems in the area. The machine informs me that my power has been turned off. FOR 52.35. REALLY. I pay the bill and now it could take until midnight to get power. Now my elderly mother is at home in a hot house while it is 100 degrees outside. Call customer support and they do not care! GOODBYE TXU

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THE WORST COMPANY OUT THERE

Dee ANn, Texas - 2010-07-08 00:00:00

THis compnay has disconnected my service 3 times in four years because someone in the office failed to apply my payments. THe last straw was when they shut me off after I paid the bill again because somone didn't do their job and apply it to my account again, the customer service is rude and refused to accept the error! FINISHED WITH THEM. I will pay higher rates somewhere else ebfore I pay them another dime

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txu

CST, Midtx - 2010-06-01 00:00:00

I had several reps tell me i was billed incorrectly when i questioned my charges but no one would fix it and no one could explain why it was wrong. I then emailed the company and had conflicting emails first stating I was billed incorrectly then when i requested a correction they stated it was valid - i then canelled service after 13 years with this company

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I got the Royal Treatment -- Royally Screwed!

Anonymous, houston - 2010-05-17 00:00:00

$500/month for 700 kWh Never use this company and if you're with them do NOT go on the balanced monthly billing; afterwards you will get a HUGE rate hike.

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Scam

Amanda, League City,TX - 2010-06-03 00:00:00

A rep for TXU came by my house and had this great rate plan only to find out a few weeks later that this plan didn't ever actually exist and they wanted to stick me with a 11.8 rate instead. Whenever i called for proof that i agreed to sign up for service they would put me on hold and then hang up on me. save yourself the trouble and do not go with them.

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Horrible customer service

Pissed Customer, Dallas, TX - 2010-05-03 00:00:00

Worst customer service I have ever experienced. TXU unilaterally changes my plan every few months and when I call to dispute they indicate they need to start an investigation which takes 2 months after which they change me plan and issue a credit. A month later the plan gets switched again and we restart the same process.

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Pricier than others

JB, Allen, Texas - 2010-07-10 00:00:00

Have to save every penny in these down times. Will gladly pay an early termination fee of $200 to get out of a contract. Even with doing that my money should come back to me in about one and a half months time.

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Review of TXU

Nora Ellis, Houston, Texas - 2010-06-07 00:00:00

My experience with TXU was very negative! I was offered what I thought was a better deal than with my current provider. The deal with TXU turned out to be not so hot, so I immediately cancelled the account with TXU; an account that had not even gone into effect. The ability to transfer back to my old provider proved to be beyond impossible. TXU continuously failed to cancel my account and my old provider could not reinstate me without TXU's cancellation. Beware, if TXU makes promises, check all the other charges such as fuel factors and base charges. Something that looks like 2.797 cents per kWh and 7.331 cents per kWh is in reality 15.5 cents per kWh.

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Hostility for consumers

Dr. E. Gary Colvard, Houston, TX - 2010-02-22 00:00:00

My experience with TXU has become a nightmare.I always have a positive balance on my account but they cut-off my electricity without notice. When I was finally able to talk to someone after getting past their wall of computers I had to talk to an Indian (dots not feathers ) who spoke a language which somewhat resembled English. I was informed that I had discontinued my service three months earlier when I told them like hell I discontinued my service they responed by saying I probably just forgot about stopping my service. After repeated phone calls I was told that my account address had been assigned to another customer who had not paid their bill which was why my service was disconnected. After restoring my electricity, I was billed for the use by the other customer in addition to my own usage so my bill has increased over 300%. To date I have not been able to speak with an American executive to get the issue resolved so I have filed a complaint with the TX Public Utilities Comm

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Concerned issue and was a happy customer with TXU energy

Sandra C-Ritchie, 4642 B ST Mihiel Street. Fort Irwin, CA 92310 - 2010-02-17 00:00:00

I have been with TXU Energy for five years. Great rates and no problems until recently. My husband and I have moved from Copperas Cove,I called in Nov/2009 and asked to have services turned off and asked for my final bill pay off. I was on the phone for 40mins getting everything taken care. In Dec/09 I paid the finally bill of what We owed. Now my house is on the market to sell NO utlilites were on i thought. No one lives in my home my family and neighbor have had access of my home nothing was on and the wattage was high and i have a bill of $164.00. I was treated like crap on the phone. I went off and I can't believe the scam that this company would do. It was uncalled for. I was just told to pay the bill. I requested to have the phone that is being recorded be pulled. Because they record the conversation. I was transferred to other people. I will be going to legeal IG for assistance,Better Business so this does not happen to other military families. Thank you.

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luci

lea, vernon,tx - 2010-02-17 00:00:00

this company is pretty good, people try to help you most of the time

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over charge customer

john pena, killeen texas - 2010-02-16 00:00:00

for the past two months ,thats 60 days billing period I turn my power off for 45 days of my billing cycle,noboby was home .for that billing cycle I was charge 287.00 dollars,my home has 1134 sq.ft.I contact TXU but all that said was we check into, last year I had the same problem again noboby check into it. something has to be done. how can they bill you for power that is not being use.again there is a problem with TXU and thier billing.

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Customer Service doesn't know how to explain the bill

Felipe, Houston, TX, USA - 2010-02-15 00:00:00

I have Month-to-month plan, the same one that I have since my company set up for me when relocated. After huge value on last summer, I called TXU Customer Service to understand how billing works - specially about Gas Surcharge that represented more than 50% of the bill amount. Customer representatives (more than one attempt) couldn't explain. After asking about other options, they merely could explain what I could read and understand readint their website. Now, before summer comes, I will try other company.

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save your money

Anonymous, Round Rock, TX - 2010-07-14 00:00:00

We found TXU to be deceptive in advertising and discussing their plans. Contracts are based on false and omitted information. We were told there would not be a monthly service charge - there was. We were told there were no other rate plans, further investigation after sign-up indicated many more. We highly recommend caution when dealing with TXU

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fed up

V Barlow, Midland, TX - 2010-02-08 00:00:00

1st calls to customer "care" (located in the Phillipines where TXU representatives are hard to understand)were wasted. TXU rep could not help with my problem. Online customer "service" was worse....they said to call customer service. Finally after several calls and emails, I got a person who could help me. I'm now researching a NEW retail electric provider.

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residential

Pam Miller, comanche, texas - 2010-02-08 00:00:00

My bill is wrong, asked to be present when Oncor re-read my meter. They said they would call and never did. They did say they made error but cannot find out anything else. The bill is in error for past two months. I want to talk to a real person in person. Too much to ask for...

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They are terrible.

Andrew, Arlington, TX - 2010-02-08 00:00:00

My time with TXU has been trying at best. They chopped my power for a week in the middle of Summer for no good reason, they've lied to me about reconnect orders, and I've spend more time on hold with customer service than with any other company I've ever dealt with. To loosely quote Eugene Mirman, getting them to solve a problem for you is like hiring an insincere baby with amnesia to solve a crime IT COMMITTED.

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TXU is just plain EVIL

Nicole, South Texas - 2010-02-06 00:00:00

I don't know what TXU is doing these days but they are jacking up prices and giving no explaination. My bill was normally at $100 and we are a family of 6. That is with baths, running dishwasher, using AC at night (very little through the day), and running our dryer once or twice a month (I usually hang dry our clothes unless rainging). I got a huge bill over $200 so the next month I took drastic changes and we used no lights (candles at night), no dryer at all, dishwasher once a week, and went down to 2 baths a week (yuck!). The bill was still over a $100 when it should have been around $80 as in our months past. When confronting TXU they wiped their hands of it and told me to just pay it. EVIL! Something seriously wrong there at this company.

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Gift Card was a lie.

Linda, Houston - 2010-01-26 00:00:00

We were promised a gift card for $75 for switching to TXU. Of course we never got it. I called today, and was hung up on after having to wade through names, account numbers, etc for 5 minutes each time. This wasn't helped by the fact that the rep. could not speak English well. The end result? They are supposed to send me a "coupon" to fill out, mail back, and then wait an addition 10 weeks for the card. What a racket. I'd like to know if ANYONE got the promised gift card????

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TXU Sucks

texas chick, texas - 2010-02-26 00:00:00

I have had sooo many probs with this co, where do I start? My electricity bill was never generated for Jan so I received a nice bill for Jan and Feb, yestereday for the amount of $965. I called to switch plans and was told I would be charged another $200 to switch. WTF? I also was told that if they sent a repairman out and there was not a prob with my digital meter, that they would charge me $100 as well. TXU also drafted money out of my checking account 3 days earlier than I had scheduled and would not cover the overdraft fee. So basically TXU sucks!!!

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What have I gotten myself into?

carol, texas - 2010-01-29 00:00:00

I have not been happy with txu other than their rates. Their customer serv reps are not the brightest lightbulbs in the box. Problems take forever to resolve and though polite, seems to need an act of congress that is signed by president to get action.

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Rip Off

Shaina, Dallas, TX - 2010-01-29 00:00:00

TXU messed up my billing by canceling the direct payment from my credit card without my consent. Then turned off my electricity for not paying my bill, which I knew nothing about! No warning. When I called they said I had never had it set up to directly pay with my credit card and I owed two months payment. I paid it with my credit card on the phone and the girl I talked to said she was putting the total on my card. The next week my electricity was turned off again!!! She only put one month's bill on my card!!!! Of course it's my word against their terrible record keeping. Now I am out money for the fee to turn back on my electricty, plus two frig loads of spoiled food! I will be changing companys!!!!!!!!!!!!!!!!!!

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Worst Energy company ever.

Clint Roddy, Round Rock, USA - 2010-03-08 00:00:00

I would rather work with used car salesman. Sent me a notice saying pay $84 by Feb 22. Called number provided and was told I was current. Called to pay and now it was $105. Called next day and the amount was $240. Waited until I got paid and called back. Now it was $143 and I got a conformation # and told the lights would be on by midnight. Next day no lights. Oh, but the automated system said I was still current and owed nothing. Called back and was told the account was closed even though I paid $143 and now owed $240 more to reconnect. Talked to a supervisor who did nothing but pick his nose and say there wasn't anything to do. Called the next day to try and get it reconnected and was told it would take 6 more days to get services. Public Utilities Comission is getting a complaint. These people are shady.

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Scary Company

Rose, Fort Worth, TX - 2010-01-20 00:00:00

My bills are never more than $50 at my grandmother's house. No one lives there and the only time it is used is for family meetings. Imagine my surprise when the bill jumped to $366. I was told by customer service that it was a roll over from and old unpaid account to this one. When asked what account, they said it was from the house I currently live in. I told them that we have never been behind on our payments and I could prove it. They didn't want to hear any of it and said that I owed the money and that is that. When I mentioned that my electricity was still on and the account was never closed they said "Oh that's not right, I'll get the order put in to take care of that." I told them they had better not turn off my electricity and he said "We'll see". I changed my electric provider ASAP and I'm still battling the $366 bill now with late charges.

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TXU sucks

Candy, Texas - 2010-01-18 00:00:00

They started out just fine but then we started having issues with them when we discovered they were over billing us and didn't receive a bill for about 4 months. Their customer supposrt isn't even here in the states so they can't do too much for you.

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How much do I owe?

Paul Conklin, Houston, Texas - 2010-01-18 00:00:00

I Get an E-Bill on line and it shows current usage and dollar amount. I look in another place and it shows amount due and it is different. There will be two different amounts shown due each E-Bill. Then I get a statement in the mail and I pay that amount. I sent three e-mails to see how much I owe, to make sure there is no catch up, so I can change providers and do NOT get an answer.

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Worst provider I have ever used.

CHARLES SCHEUER, GEORGETOWN, TX - 2010-01-17 00:00:00

THESE GUYS HAVE BILLED ME FOR COMMERCIAL USAGE FOR YEARS WHEN IT SHOULD HAVE BEEN RESIDENTIAL. I HAD TO GET THE PUC INVOLVED TO GET ANYONE TO HELP. AFTER MONTHS OF BEING TOLD THAT THEY COULD NOT CHANGE MY BILLING AND REFUND ME THE DIFFERENCE, I THREATENED LEGAL ACTION. THEY FINALLY AGREED TO PAY ME ABOUT HALF OF WHAT I OVERPAID THEM BACK. NOW THAT I AM ON RESIDENTIAL I HAVE NOT GOTTEN A BILL IN TWO MONTHS. THESE GUYS HAVE SOME SERIOUS IN HOUSE ISSUSES. I WOULD NOT REFER ANYONE TO TXU.

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no satisfaction

linda schopp, Austin TX - 2010-02-01 00:00:00

This is the I promise, I promise says the representative but do they follow threw. NO!! I did not get the rate I was promised. I did not get the form I was promised every month for 6 months. I did not get the low income discount I was promised and qualified for. Month after month I called spending up to 6 hours in a day on the phone. Don't believe a word that representative tells you. Avoid this company. I believe they practice shoddy dealings day in and day out

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TXU NOT !!!

JimNTX, Texas - 2010-02-03 00:00:00

You can count on TXU to 1) Charge your housepayment in electricity 2) Have customer service in a country that is ESL. 3) Have "customer service" hang upon you. 4) Not return phone calls as promised.

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Complaint!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Gary Kansas, Houston, Texas - 2009-12-17 00:00:00

I have been going back and forth with TXU regarding a very large monthly bill - over $1,000.00! This has been going on for months. They kept on telling me to not worry, that this was definitely a problem and that they would fix it. This past week, I received a letter saying, "We are happy to inform you that we were able to resolve your issue and that your account has been updated with resolution consistent with your stated request." No where in this letter does it tell me what the resolution is. This letter is dated November 19th, 2009. Then, later in the same week, I get a bill dated December 5th, 2009. My current bill of &97.76 is accurate. But it STILL SAYS that I have a previous balance of $1,209.01. Where is the resolution? What's the resolution? There is no resolution. I see the SAME PROBLEM. My bill even shows a bar graph PROOVING something strange happened in August, where by bill jumped 400%! If you look at my call records, this has been going on for a long time. No one helps.

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TXU

OMR, houston tx - 2009-12-01 00:00:00

the customer service is horrible i never got a bill until they sent letter telling me that i had not paid for 3 months.

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BALANCED BILLING NIGHTMARE

WILL, 77521 - 2009-11-26 00:00:00

DOING BUSINESS WITH TXU FOR NO. OF YRS NOW MY IDEA OF BALANCED BILLING IS PAY SAME AMOUNT FOR 11 MONTHS THEN ADJUST..THEN ONE CAN PLAN THEIR BUDGET ITEM...HAVE EXPERIENCED MONTHS NO AUTO PAY TAKEN OUT FOLLOWED BY TWO PAYMENTS THE NEXT MONTH.......WOULD SWITCH IN HEARTBEAT BUT I DONT WANT TO PAY TXU FOR LEAVING THEM IM GETTING TIRED OF THEIR EXCUSE THAT THE SYSTEM IS CHANGING..GIVE ME A BREAK

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Run don't walk away from this company

Amy, Texas - 2010-04-15 00:00:00

I've had electricity through TXU for 4 yrs. I recently set up an online payment to post the day the bill was due. I rcved an email confirmation thanking me for scheduling my payment. I returned home from work yesterday to find that my electricity had been disconnected. When I checked my account I realized they had never processed the payment. It is still listed as scheduled. I immediately contacted customer service at 4:30. Two hours later I was still on the phone hassleing with customer service reps in Guatemala that barely speak English. I finally spoke to a nice woman that spoke English that said she could see that my payment had been scheduled and that should have cleared my account. She also said she would make sure my power was restored that day. She then transferred me, and I was again speaking to a supervisor in Guatemala who told me that they could not do reconnections after 5:00. As I said, I had been on the phone since 4:30. Now I have a ref full of spoiled food. Ridiculous!

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Depends on the day

Pam J., Houston, TX - 2009-11-20 00:00:00

I have had TXU for a while now. I went with them because in spite of my great credit rating Reliant wanted a 200.00 deposit. The problem I have with them starts with the fact that your customer service experience varies depending on the day/time/rep you call. Some reps have provided great service - others have been horrible. After 15 minutes holding for a supv last night the supv didn't want to help me at all. I was told that I had a contract plan, although I don't. I prev had a contract and I was told that it didn't end for months, although it had already ended. Then there is the rebate card they send you with 5% back...I have received two and neither has worked at any store I have tried to use them. Now they advertise that they don't trap you with a rate, but they actually were doing that..I was paying 0.13 kwh when the gas charges were only 0.08kwh. You have to be vigilant with them at all times. Use at your own risk.

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Move and get disconnected

Monika, Houston, TX, USA - 2009-11-17 00:00:00

Moved in July from one apartment to another, in the same property. TXU has not been able to make this move with me. In November, and after countless emails and phone calls, they continue to bill me and I have no light. Get from apartment property, paying them as well. 4 months of double electricity bills and TXU can't find their own mistake!!

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DO NOT USE TXU!

Jessica, Texas - 2009-11-06 00:00:00

I Like so many other peoples reviews, am being basically riped off by TXU. There has been many mistakes on my bills , I had set up an installment plan in April I payed the balance in 3 payments instead of 4, but TXU charged me a NOT own to them 4Th installment .I called there billing , was switch back and forth and then just hung up on several call , one person said she would take of it NO SHE DID not still have not received my money or a credit back ! I continued to pay high bills ? Then i discovered that one of TXU so called installment plans had been set up with out my request or knowledge in June. MY was was already payed TXU billed me in "installments" 160.00 AGAIN !!!! the mistake of TXU is clear yet there billing department again put me on hold , told me outrageous this "it was a late fee " "it was my responsibility to call and let them know that i payed my bill " know after month's of me calling and arguing ,the billing department has messed up enough more if that where possible! TXU ows me around 200.00 ! txu is now sending me a single mom a 400.00 bill with a disconnection notice. i too was told there was no American i could speak with. Someone needs to investigate TXU's billing !! And a unaffiliated to regulate!

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TXU has horrible customer service

Ralph Mullins, Coppell, Tx USA - 2009-12-08 00:00:00

Txu cut my electricity off for no reason other than they made a mistake. I owed them no money and my next bill was not due. Their customer service people are in the Philipines and did nothing other than put me on hold and hang up repeatedly. Now they are giving me the run around about re- imbursing me and just trying to screw me for their mistake.

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A very dissatisfied Texas customer

Karen, Dallas, Tx USA - 2009-11-03 00:00:00

I called 12 times and could not get my bill straightened out. First of all I couild never get any one in the United States to talk to and over half that I talked to from other countries I could not even understand.

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Customer Service

donna burg, richardson, tx usa - 2009-11-03 00:00:00

I have had TXU Energy many years. A small house less than 1700 sq. ft & I recently rec'd 2 electricity bills due same month. When I called Customer Service for an explanation-no help was even given, refused to give me their name or a supervisor(actually he said he had no supervisor). 1 bill for 208.10 & the other for $316.72 due 11/16. Something is wrong with the meter I am sure-but getting thru Customer Service is a laugh! They are putting the American people out of work-because we outsource out of the country-no wonder America has become the country not to live in. Disgusted in Richardson.

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billing

Kim, Texas,USA - 2009-10-25 00:00:00

TXU seems unable to get thier billing department together. I have had repeatly had errors on by monthly bills. They deduct the money from my checking account then claim they have not received payment. I have confirmation numbers from the bank AND TXU yet TXU will still claim they know nothing. DO NOT USE THIS COMPANY FOR YOUR PROVIDER! Customer service is horrible. It took me three hours on the phone to resolve what should have been a simple billing problem,only to receive my bill this month to find the exact same billing error! It's time to switch, hopefully to a company with customer service in USA not South America.

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