“ I've been loyal customer to TXU for more than 4 decades. They're trying to kick us off of our plan (SureStart). They say it's been discontinued. However, they cannot or won't tell me what mo-to-mo index plans they have. Their TOSA says they sell'em but no one in Exec Ofc can answer question. We don't won't a term or variable rate plan. We only want to pay for electricity that we actually use mo-to-mo. We don't have internet. I'm at the library w/unsecured wifi. I've been trying to get help from Exec Ofc since 10-18. They're not offering any solutions to help. I've opened e-mail acct at library (that I don't want) to file complaint w/Exec Ofc. I cannot respond to any e-mails sent. I've really no time to go to library everyday. Have left multiple phone msgs to Exec Ofc. VERY, VERY DISAPPOINTED w/lack of response, communication by phone & consideration for a long time customer!!!! ”
October 31st, 2018
I can't do it anymore.
“ Every Bill I done had has been over $200,that free service between 9pm-6am is a scam....the hell with TXU....it's like they throw in a random amount. ”
February 9th, 2018
“ TXU energy are dishonest scammers. Signed up for home warranty and didnt read the fine print. Called about the A/C. Water from emergency drain pan draining outside. Call warranty number, they give me an a/c company to call and I make an appointment. Two days later, a/c guy shows up. No tools, no guages, just a pad and pen. Makes a five minute inspection and says the unit is dirty from poor maintenance. He writes this on a quote. I call him out saying it was a lie. I just had cleaned the coils, inside and out, the previous month. He says, thats what they tell me to say. He takes his sixty bucks and leaves. 24 hours later... claim denied. Fine print in warranty contract says corrosion and poor maintenance not covered by warranty. Basically, we enjoyed taking you monthly premium. Contact TXU and tell them warranty is a scam and I would like my money back... all of it. They say no, anything else I can help you with? I believed TXU to be a reputable company and wouldn't sell a scam, but they did. I was foolish to believe they could be trusted. I know most all warranty deals are scams but I trusted them anyway. Don't do what I did. Steer clear of TXU. ”
August 13th, 2017
Jan-Dec Billing cycles DON"T add up to 365 days
“ I've been a customer for 19 years and don't understand why each of my last three years of service don't add up to 365 days in a year. There seems to be two weeks missing from each year. This is kind of like charging the same price while reducing the products size. Did they learn this from all the food and snack companies. And why after proving my loyalty do I have to call each and every year to get the best priced plan? ”
November 18th, 2015
TXU's buggy website leads to much confusion
I attempted to sign up with TXU using their website, and had made a plan choice, entered all sorts of information, and such. When I finally got to the page to enter personal contact information, the page looped back to the start of the process. I assumed the order had failed and decided another company deserved my business more, so I signed on to OurEnergy with no problems.
On the day of plan switchover I discovered that TXU had actually received my order, and bumped out OurEnergy. This is a big problem - customer contact information should be the very first part of an order process so that TXU can send notification of the order status to either email or phone.
Furthermore, compared to GEXA and OurEnergy, their customer service wait times are stratospheric.I estimate I wasted 2 hours of effort on these knuckleheads. ”
July 31st, 2015
Todd - We apologize for the inconvenience. Please email your account and contact info to us at TXUECares@txu.com, so we can further investigate what took place. We look forward to hearing from you.
Free Night plan seems to be a rip off
I have just finished a 1 year contract with TXU on their free night plan. My bills were extremely high for months at a time and then I would get a lower bill. The months where I had the heat and air off seemed to be higher than the summer months where I was running the a/c all the time. I used the energy dashboard (when it wasn't out of service) and it basically showed they were billing me for nights as well. Every time I tried to call customer service the "virtual assistant" made it difficult to get through to customer service. I am calling tomorrow to try and figure out all of this mess and since my contract is up I will probably go with someone else unless they can give me a darn good reason to stay.
June 22nd, 2014
Amy - Our TXU Energy Free Nights plan is most beneficial for customers who can shift at least 25% of their electricity usage during the free Energy Charge period. We value your feedback and are here to help address your concerns and answer any questions you have. Please email your contact and account information to us at SocialMedia@txu.com and we will be more than happy to contact you.
“ Im new to the dfw area and the way electric companies work is still confusing to me. I searched around and found txu talk to the lady on the phone who explained stuff to me very well but i guess she forgot to say how txu will take more money than needed. I just noticed that my total charges was 127$ but they charged me 143$ when i called them the guy said oh well you set that up. WHY would anyone set it up to take more money out than needed. I did not sign up for that. he was hesitate to even refund the money but it will be credited to my last bill. I will not being doing any business with txu again. ”
May 30th, 2014
Sgt- Your business is important to us and we dont want to lose you as a customer. Wed appreciate the opportunity to take a closer look at your account. If youd be kind enough to share your account number and contact information with us at SocialMedia@txu.com, so we can assist.
TXU Con / Scam
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.
January 30th, 2014
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 youd like to contact us directly at SocialMedia@txu.com. Were here to help!
Free Weekends? Not Really
“ 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. ”
January 19th, 2014
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.
TXU New Service
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. ”
December 22nd, 2013
So my usage goes down but I am paying more? Go figure...
“ 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. ”
November 14th, 2012
Keep an eye on them
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 ”
March 25th, 2012
Higer than others
“ 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. ”
August 9th, 2011
TXU withholds information that saves you money!
“ 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. ”
January 6th, 2011
“ 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 ”
February 1st, 2010
What have I gotten myself into?
“ 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. ”
January 29th, 2010
Extremely poor service
“ Being a loyal customer is not nearly as good as being a new customer. We are locked into a rate of close to 18 per kWh. We have been paying this for more than a year - and have quite a few months left to go. The only way they will let us out of this high rate is to pay them $200. Their customer service representatives are terrible. We are paying the fine and leaving. ”
August 12th, 2009
My husband called them to request their service, and was hooked up with a very expensive contract plan of 2 years with a rate of 16.15 cents per kw! (We didnt knew anything about this energy matter..and they took advantage from us) This plan is no longer available and we can't cancel it, unless we pay a $200 fee. ”
August 7th, 2009
overcharged and they didn't care
“ 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!!! ”
December 26th, 2011
Elizabeth, We are sorry to hear about the billing issue. Please email us at firstname.lastname@example.org so we can assure everything has been resolved. Thanks, TXU Energy
Company is Not Flexible Anymore
“ 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. ”
October 9th, 2011
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. ”
September 2nd, 2011
Response to customers
“ 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. ”
July 7th, 2011
“ 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. ”
October 22nd, 2010
Gift Card was a lie.
“ 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???? ”
January 26th, 2010
“ In June I switched from Reliant to TXU. The person on the line asked what my last bill with Reliant was & I told him & he said let me do some calculations...came back & said they could have saved me $34.00. I listened to his speech, sounded good...switched. While I was talking to the rep, he asked if I wanted a smart thermostat. Said for $10.98 we could get one hooked up. Bill came out with the $10.98 on it... I was on line right before my 2nd bill came out & it was going to be about $50 higher than the last one. Called TXU back & they said they had another program that would be better for me & they switched me. When I got my bill it was still higher than Reliant & it had another 410.98 + tax for the thermostat. I called to find out & they told me that it was a monthly charge. Not the rep or the person who installed the thermostat said there was a monthly charge. Bill was high & now I am paying for a thermostat. (By the way, thermostat when out on Sun with it sitting on 85...remember TX in the summer! I called I thermostat & they tried to reset it. They had me take the face off to reset it...nothing worked. Asked them if they could send someone out since it was really hot in my house. Celeste was her name. She told me that since they could not reset the thermostat it was my unit. I should call a repairman out. I told her this was Sunday, triple rate...were they going to reimburse me. She said maybe but she couldn't say for sure but since it was my unit it would be my problem. About 11 pm, the thermostat started working out of the blue. Finally got it to 76...was not my unit.) I asked Celeste what would happen if we changed providers...would they come get the thermostat & she said no, it was ours at no cost. I asked her to repeat that statement & she said it is like a gift to you. Well, Monday, I changed providers & today I got my bill on line & TXU is charging me $150 cancellation fee for thermostat. I am contacting Public Utility in morning. I was told for 10.98 we will install the thermostat NEVER saying it would be a monthly expense not by TXU Rep or I Thermostat rep. & when it went out it left us in a lurch & my unit ran constantly. I guess that's one way TXU can make money! ”
August 22nd, 2017
We're sorry you've had a bad experience. Let's take a look at your account together. Please email your account and contact information to TXUECares@txu.com.
The month to month scam
“ I have been a TXU customer for really as long as I can remember - at least since 2011. We recently moved to another house so it seemed the easiest thing to do would be to take our TXU service with us. Wrong! You see, they discussed with us all of their great money saving plans they seem to be so proud of, but then neglected to put us on a plan at all. Instead, for the last 3 months we have been on month to month service paying something like 15 cents per kwh. Its just good to know that a company would show such concern and all around good customer service to long-time customers. (That was total sarcasm.) I am currently shopping other providers because if they can basically go out of their way to screw long-time customers, I'm pretty sure I don't want to be their customer at all from now on. ”
August 10th, 2015
Denise - We appreciate your loyalty, and we're committed to keeping our promises. Let's review your account and plan so we can assist, just email us TXUECares@txu.com. We're here to help!
“ After 6 years I finally noticed the late fees being charged (my mistake) and I was being charged late fees for electronic transfers from my bank to TXU. After spending a lot of time on the phone with customer service I was told I must pay using one of their methods. I pay 6 companies using electronic transfers and TXU is the only one that has a problem with this method--just in the last 11 months I found out they had charged me $127.00 late fees. In all fairness $47 was valid. I will be changing to another company ASAP. ”
July 16th, 2015
Russell - Your business is important to us and we would like the opportunity to help however we can. Please email your contact and account information to SocialMedia@txu.com so we can further assist you.
If it sounds too good to be true, IT IS!
“ I had ambit energy for about 4 years, I decided to switch when a door to door salesman persistently came knocking in my door showing rates like 6.4 , he showed me on paper told me I'd be saving more than $100 a month and on top if that I was getting a discount , I got my first bill today , average price per kilowatt 13.3 plus tdu charges of $78!!! Bringing my bill to $238... Which is outrageous , highest bill with ambit was $180 . Luckily the customer service dept was able to help me a bit and get me on another plan where I was able to at least be close to what I was paying (txu being a little higher) .... Txu rep told me that every light companies tdu charges are the same based on consumption , but looking at my bill from July and my bill from June , consumption is the same, charge is about $20 for the actual energy, but TXU slapped me with a big TDU fee $78.24 to be exact , Anita tdu charge for the same kilowatt was 9.82$. Is that even legal !!??? if I could go back to ambit I would , But now I have to wait 9 months till my contract is up to avoid a cancellation fee .... I was tricked and told lies, and by the time I see my bill I'm already over the grace period to cancel!! So disappointed , I thought such a big company would help out , not be greedy and charge more. I will be going somewhere else soon and I'll be sure to do my research!! Lower rates per kilowatt DOES NOT MEAN ITS A LOWER RATE. And I think the companies especially with their door to door salesmen , should inform customers. ! ”
July 31st, 2014
Ashley We appreciate your service and value your opinion. 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). Wed be glad to help you better understand your specific fees if youd like to share your contact information with us at SocialMedia@txu.com.
Avoid like a Plague
“ I just recently moved from a 1800 Sq/ft house to a 690 Sq/ft apt. My Bill for what I am using in the apt is down right disgusting. My projected bill 2 weeks in to my billing cycle is $90 of usage for those 2 weeks, for the entire billing cycle they are projecting it to be $190. My bill in the 1800sq ft home was $130 on a high month. I have a friend that has a 890Sq ft apt in the same complex using Reliant and his bill is under 100. I unfortunately signed a contract plan before speaking to my friend. I spoke with Customer Service who just wanted to me about my A/C that is off. Customer service was more interested in blaming my ac unit than and telling to call 211 for help paying my bill.My bill should not be more than $90 for an entire moth billing cycle. I am so ready to be done with TXU. Hopefully I can find a provider that will help me leave TXU and pay my cancellation fee. ”
June 30th, 2014
Jeremy - We value your business and here to help address any concerns you have with your bill. We understand that high bills are frustrating and would like the opportunity to take a closer look at your account details. Please contact us at SocialMedia@txu.com with your account and contact information and we will see what we can do to assist you.
Customer service is nearly non-existant
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. ”
May 2nd, 2013
“ Hidden Charges After Sign-up ”
March 19th, 2013
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.
November 2nd, 2012
Thinking about switching from TXU........
“ 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. ”
August 2nd, 2012
TXU Plays Games
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. ”
May 22nd, 2012
Not an Honest Company
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. ”
November 1st, 2011
Great promotion, poor customer service
“ 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. ”
September 10th, 2011
How much do I owe?
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. ”
January 18th, 2010
“ 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. ”
January 18th, 2010
“ TXU over charged for 3 months of service where the agent didnot read my meeter. turned in kilowatt hours that were 9000KW over what the meter was reading. When I called TXU and Oncore to complain, they wanted to bill me to re-read the meter $30.00 when it was their guy or girl that made the mistake. The only way I could keep my lights on was to make a payment arangement. My bill was almost $2000, when my neighbors was only $285 with another provider (First Choice). ”
September 23rd, 2009
Higher prices and poor customer service
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.
August 1st, 2011
“ I switched from Reliant to TXU and my first bill was 178.00, I just got my second bill and it is 350.00. I am so upset NEVER did I ever get this kind of outrageous bill from Reliant. The most I would pay with Reliant was 220.00. I definitely regret ever making the switch. I should have stayed where I was. ”
July 1st, 2018
If Not For The Dude...
The only thing to recommend TXU is their marketing warlock's genius for choosing the hottie in their commercials.
I mean...like a mule, seriously. ”
February 28th, 2018
Higher bill / dec2017
“ I called and spoke with someone in customer service and she couldn't figure our why my bill went from $100 in nov to $412 in December. She transferred my call to a billing specialist and I couldn't understand him asked if he could transfer me to someone else. He was nice and the next person explained that once I reached a certain tier in my plan it kicked into another higher rate. I was charged three different rates. I'm looking for a new carrier. I have been with them for eleven years. ”
January 11th, 2018
I had to call. Customer service 3 times just to finally get someone who spoke some semblance of English that I barely understood. Come to find out they were in Guatemala - could care less where they are - but I only speak/understand ENGLISH!! How utterly STUPID that TXU would farm out their Cust. Svc. call center to where none of their "Cust. Svc." Representatives - can converse understandably and clearly in the language of their customers.
Bye-bye : no longer a customer. ”
August 13th, 2017
“ I had service with you my bill I received on my phone was $49.50. I called to make arrangement because of an emergency but they to me they couldn't. I ask unroll the 12th of July I was told on the 12th I would have another bill due now I understand that and would have paid it ,but on the 12th an supervisor told me that she could give me 24 hour are they will cut my electric. Because I was out of town and I couldn't get there in time they cut my electric. I called and cancel my service with you and make for them to take the amount I owe witch they quote me 107. O0. Remind you that was for 2 months. All of an sudden me tibial bill is $168. What the hell I guess because I have an $400.00 deposit where the extra coming from. I really want to call and give them hell but I'm 66 yrs of age God got me. And I been with them an little over an year they can have it I have more important things to that care of point blank period. ”
July 9th, 2017
“ I've had TXU for years...at 3 different addresses (were renting) and our bills were always within the same margins $140-$180. It wasn't until we moved into our new house that I had any problems with them. We've only been there for two months, and the first bill was $248. I thought, okay, it's a bigger house and it's been cold so we've been running the heater. But then I received our second bill and it was over $400! And $119 of it was the AEP delivery charge! I looked back in our previous one and the AEP charge was $98. I switched companies right away to one that happens to have a steady monthly charge of just $9.98 per month for delivery charges. ”
February 5th, 2016
Cassandra - The 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. As a courtesy, we provide a complete breakdown of your TDUs fees on our website at www.txu.com/tducharges. Wed be glad to help you better understand your specific fees if youd like to share your contact information with us at TXUECares@txu.com.
Tired of TXU after 21 years....
“ I've had it. After 21 years of mis service it finally dawned on me that I'm being gouged. Raised the thermostat to 78/79 during the day and 74 at night and, yet, this month's bill was 29% higher than last year to nearly $300!!!!!!!!! I'm moving to Champion where they're rated top notch and TXU is rated so low here on this site. In addition, I learned they're having financial problems and it's no wonder why. They've been gouging folks for decades and when de-regulation hit them they didn't learn their lesson and it's catching up to them. I say get out before you get a letter saying they're going out of business. ”
August 25th, 2015
Paul - We apologize your experience has been less than satisfactory. We would like the opportunity to review your bills with you. Please consider emailing your account and contact information to TXUECares@txu.com. We look forward to hearing from you.
Angry at Oncor & TXU
“ Oncor/TXU estimating my kwh usage right after my smart meter display goes blank yesterday morning. Now I will be stuck with me getting pegged for possibly 150+ each day for the next 3 freaking days, until oncor replaces that meter!!!! Meaning Im potentially using 150+ kwh per day when I know I DID NOT. I always keep track of my electricity usage. There is no freaking way I couldve used 150 kwh yesterday when I know I had turned the AC off for hours at a time and instead used my fans to cool off. I explicitly asked the customer service rep if the meter had the blank display will it still give an accurate reading. I was told yes. that was an outright lie! Im really pissed off right now. ”
July 22nd, 2015
Eric - We understand your frustration and are here to help. Please email your account and contact info to TXUECares@txu.com so we can further investigate.
Worst customer service
“ Just try calling them not only after 5, but anywhere close to quitting time, especially about BILLING - ha!! You will either get put on hold until work hours have ended, at which time you are disconnected by a recording - or you will simply receive the recording not even saying anything about hours, but simply that they can't take your call, so long, see ya! ”
September 8th, 2014
We apologize for any call hold time you experienced. Our customer service consultants are available 24 hours a day, 7 days a week. We have several other ways to contact us including our live chat option via txu.com or by emailing us directly at SocialMedia@txu.com for assistance.
TXU Energy Saver 24 Free Nights is falsely advertised
We switched from Stream Energy back to TXU after eight years. We signed up for the TXU Energy Saver 24 Free Nights plan which advertised 500 Kwh or less at approximately $0.16 per Kwh, 501 - 1500 Kwh at around $0.145 cents per Kwh, and anything over 1500 Kwh at around $0.13 per Kwh during the day time from 6:00 AM to 9:00 PM, and anything between 9:00 PM and 6:00 AM was free. We received our very first bill which shows that we used a combined total of 1933 Kwh between mornings and evenings and 933 Kwh during the night for 26 days. The day time usage was billed at $0.162 cents per Kwh. I contacted TXU to question this and was told that rates change constantly. When we signed up for this plan, there was nothing we read in the fine print stating that the prices would change based on anything.
We continue to use the same amount of electricity during each month that we have for the past 12 years of living in Texas. The only difference is that with Stream during this time of year, we were paying approximately $250.00 per month for our electricity. With TXU? $403.00 for the first month. We have even shifted to running the main air conditioner during the day and the other one at night only and our pool pump at night only.
This plan is a more than a false advertisement. It was a waste of our time to even switch to a company that cares more about their profit margin than they do about the people they are gouging. We left TXU because of the prices and thank goodness we still have one more month to make a decision to change our service provider. ”
August 13th, 2014
Alan and Dora Riffin - We strive to exceed customer expectation and hate to hear that youre disappointed in our service. Our TXU Energy Free Nights plan is most beneficial for customers who can shift at least 25% of their electricity usage during the free Energy Charge period. Wed love an opportunity to walk through your bills together to help identify any opportunities to help you better manage your usage. Please consider emailing us at SocialMedia@txu.com. We look forward to hearing from you.
“ Thank you all for the honest reviews. I was about to bite on what sounded like a great offer. With today's economy, one of the things I look for is flexibility. If you have to put a $400.00 deposit for being one day late, forget it. More and more people in the United States are seemingly living paycheck to paycheck. I, more or less, do the same. For a family of five, it's not worth the risk. My alternator might go out that week, or my window at my house might have been broken unintentionally or one of my kids might get sick, in which case, my paycheck gets smaller and my medical expense got higher. That's one week. What happens 3 weeks later? Some unexpected expense. What, I can't have 1 extra day and you want 400 more now? I can see it now. Company's are eventually going to have to catch on and adjust, just as we have been forced to do. I make enough money to the point that my wife would not have to work if it was 15 years ago. Now we both work and get paid a nice salary, yet we still struggle, and that is only with necessary expenses. Sorry to vent on TXU, but soon all (most) companies are going to have to adjust instead of looking for different ways to gain revenues, without any additional services. Thanks posters! Please keep it up so the rest of us can make more informed decisions. ”
May 25th, 2014
Chris Cable We understand the importance of being flexible and know unforeseen circumstances may arise at any given time. This is why we offer flexible payment options to help customers with their bill and avoid fees such as deposits from being assessed. If you have any questions or want to know more, email SocialMedia@txu.com. Wed love the opportunity to be your Retail Electric Provider!
“ Changed our plan without our consent after being a 15+ year customer to a higher rate plan. ”
May 24th, 2014
Hi Scott Bartolome Were glad that we had the opportunity to explain the repricing notice you received prior to the change and go over some of our competitive rate plans with you. We appreciate your business and look forward to servicing you for many more years to come!
No such thing as "Free Nights"!
TXU purposely hid the true kilowatt charge in their Free Nights plan. They advertise 13.9 cents but if you use less it is at least 50% higher. This is probably the worst SCAM I've seen from a major company in a long time. I had Market Edge until last September when I switched because of the very deceptive offer. My bill has been much higher & I really try to turn off & unplug everything during the day, run the ac rarely. The price per kilowatt goes up dramatically the less you use, so it really is an underhanded play on their part.
Also when you call w/ a problem about your service, you're referred to Oncore. They refuse to deal w/ their local service provider on your behalf. TXU drops the ball in the customer's court, even though you're paying them, not Oncore. What company dismisses your concern and routes you to their contractor immediately with out blinking an eye? They are owned by the same parent company- who is going belly up! So looks like robbing people blind will soon come to close. ”
May 21st, 2014
Hi Corrina- Transparency is important to us, and we pride ourselves in being upfront when communicating our rate plans to customers. Our TXU Energy Free Nights plan is most beneficial for customers who can shift at least 25% of their electricity usage during the free Energy Charge period. Wed love an opportunity to walk through your bills together to help identify any opportunities to help you better manage your usage. Please consider emailing us at SocialMedia@txu.com. Oncor is your local utility; they are responsible for maintaining the poles, wires, and meters in your area. They are your go- to for any power outage related issues, regardless of your retail electricity provider. We are always happy to assist if you are having trouble contacting them.
Our ussage makes no sense
“ 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. ”
January 18th, 2014
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 its extremely cold outside which means you could be using more energy, even if you dont 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.
Customer service and rate higher than my previous electric company
“ 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! ”
July 29th, 2013
One mans view of TXU
“ 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 ”
June 4th, 2012
“ 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. ”
August 22nd, 2011
TXU is Overpriced and Under-Caring
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. ”
July 30th, 2011
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. ”
June 17th, 2011
high for no reason
“ 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. ”
December 14th, 2010
“ 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. ”
November 24th, 2010
There are many choices, TXU shouldn't be the one
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.
October 19th, 2010
Review of TXU
“ 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. ”
June 7th, 2010
Hostility for consumers
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 ”
February 22nd, 2010
“ TXU will never have my business again. They took money out of my checking account without authorization and now I have a credit balance on an account that isn't even active. It's been 3 weeks and the funds still have not been credited back. I would never recommend anyone using TXU as a provider. ”
September 26th, 2009
Gives Customers wrong info
We just moved here from up north in Iowa, last fall, we moved in Sept here to Fort Worth Texas. We had some issues with getting our electric hooked up and our service was shut off for a week due to an error on TXU's part, I suffered allot without a/c in 95 degree heat, lost allot of food and had very cranky kids...Please be aware TXU does not care about people. The whole time we were without electricity I did get appoligies but that didn't help my situation, no one hurried the process up and we lost allot of time. My first overall impression of TXU was BAD...
Now we are having billing issues, they sometimes bill us 2 months ahead, don't note the accounts and loose information..
Needless to say I would NEVER recommend anyone to get TXU go somewhere else that is smaller... ”
September 5th, 2009
“ I have been with TXU since 08/28/2008 and have been on their "budget billing" and was told I would have a bill of $156.00/month. I have had TWO months that were that amount. The other amounts have ranged from $18.24 to $370.00. This month I received a bill for 156.00 and today another for the same period for 435.00. I called and they have no idea what is happening, but I only owe 156.00. NOTE: Stay away from TXU ”
August 2nd, 2009
“ this Company is one of the worst ever. The Customer Service given is one of the most horrible experiences I have to deal with on a monthly basis. I always get a different story from their customer service agents and my bill is always different from what they print out on paper...there is never a logical explanation but i always have to keep paying so that we can have electricity. I know that my blood pressure climbs every time I call them. Find another electric provider before choosing TXU. ”
July 15th, 2009
Not Impressed with new service
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. ”
March 2nd, 2012
“ 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. ”
February 8th, 2010
“ ther price is great but there customer service is bad realy bad conected with them in may they did not bill me till aug and i called them to let them know that there was a problem but was assured that every thing was fine well gess what it was not they sent me a 800 dollar bill i put it on an installment plan payed the first installment now they are sending me disconnect notices ever 2 days and the dollar amount keeps changing haved spent more time on hold than ever no one knows what is wrong and they cant fix it so i am switching ”
October 15th, 2009
Unhappy Previous Customer
“ Moved into Dallas/Ft Worth area recently from area in state that had only one service provider and wasnt aware there were many electric service options. Built a home and transferred service from builder into our name. When I realized I had an option to choose other service providers, I picked one with much more favorable rates and cancelled our TXU service. I received a call the next day from TXU advising they were charging me a substantial cancellation penalty. I tried to appeal the charge and got an individual in the presidents office who was quick to pull out their recordings of me agreeing to their plan with uncompetive rates. The rate I am paying now is substantially less than TXU was charging. Unless they change their rate structure in the future I will never do business with them again and certainly will not recommend them to anyone else. ”
January 1st, 2018
“ TXU energy prices is like getting robbed. Not only do they charge you ridiculous amount but their Oncor delivery charge is off the roof! I had Green Mountain energy for 3400 square foot home and I downsized my house being an empty nester to a 1400 square foot home. I would've thought my electric would lower. Not with TXU! With Green Mountain, I used 2000KWH/month in the 3400sq ft home and TXU meter said I use almost 3000KWH/month! At 12.7cents per KWH plus the Oncor delivery charge that amounted to $350.00!!! I will NEVER AGAIN use TXU and I would strongly suggest everyone stay away from them! Save your money and find another provider. I tried to see my last bill, but the moment I discontinued their service, I couldn't log in to see my last bill. One way for TXU to hide their shady business practice. I'm not sure if Reliant would be any better???? ”
August 22nd, 2017
Steve - The 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. As a courtesy, we provide a complete breakdown of your TDUs fees on our website at www.txu.com/tducharges. Wed be glad to help you better understand your specific fees if youd like to share your contact information with us at TXUECares@txu.com.
“ My mom went with T.X.U. becouse they offered her all sorts of incentives. Instead she was hit with 700.00 dollar a month electric bills, threatened, and intimidated.I wouldnt recommend txu to anyone. ”
June 16th, 2017
“ We had TXU in the past and have never had a problem. My husband deployed so I moved back in with my parents so we cancelled our plan, no problem. Since we had no issues in the past, when my husband returned, we decided to go with TXU again. We had no problems with the first bill and paid roughly what I was quoted. Now the second bill is due, it states we owe almost $300. That is almost triple what we were quoted and the first bill. There is no way between my husband who works during the day and myself use that much energy in a month. When I called about the situation, Leon was not willing to help, solve the issue or even answer my questions. Matter of fact, I still never got the answer to a question that I asked three times. I asked to speak to his supervisor but told me they all left at 10pm. TXU is a pretty big company who should have management there during all hours. I feel that Leon lied to me several times and was not willing to help. He told me this months bill was from the middle of August to beginning of October. I made a payment in September so I am not sure how it could include August. Then he tried to tell me that he told me what date the meter was read (when he never did in the first place) but couldn't remember the date. He obviously has no idea what he is talking about and his information was all over the place. I asked about different rate plans that we could be switched to or how to get out of our contract and he could not answer the questions or he did not want to transfer me so my questions could be answered. If you are in customer service shouldn't you know most of the information (or important information about the company you work for) or try to find out the information for the customer? He was not willing to work with me at all and told me to call back later. I am very disgusted with the customer service I received from Leon and TXU. I requested to have another meter reading because I do not think this is right and again was told to call back later and that he could not do the request. They obviously do not care about their customers or how they treat them. I am very disappointed with the company all together. ”
October 5th, 2015
Way overpriced, long contracts, charge insane cancelation fee
“ Do yourself a favor and research the deals that are available and you will find that TXU is way overpriced. TXU will talk about different rates at different times of the day and act like they are working to save you money but this isn't the case at all. Call Champion energy and get the best rate and best customer service (yes - you actually talk to a person). In three consecutive months my bill went up 20%+ until it reached $250 (for a 1400sqft house). So I called to get a better rate and got no where. So I canceled my account and went to Champion and TXU charged me a $300 cancelation fee!! (At least they did let me know that my account was subject to the cancelation fee but refused to wave it or match the rate I was quoted by a competitor). Unreal!! I'll angrily pay the fee as long as TXU gets no more of my money and/or any of my friends' money. Be smart. ”
August 26th, 2015
Dave - We regret to hear we've lost you as a customer, and would appreciate an opportunity to speak with you about your concerns. Please consider emailing us at TXUECares@txu.com so we can help in any way possible.
my empty house cost me almost $200!
“ I was on vacation for about 5 weeks this summer (june 5th-july14th)...traveling with my fiance while the kids were out of school. I returned home on 2 different occasions for no more than 3 days to check on the house. During this time I kept 2 porch lights on and had the a/c turned off (besides the 3 days I had been home). I received my bill for that month and it is $178! How is it that the month I was gone my bill was higher than any of the other months I had been home??? I will not recommend txu and I definitely will not use them again. Talking with other friends...they have had similar issues. If you use them monitor your meter!! ”
August 3rd, 2015
Mali - We apologize your experience has been less than satisfactory. We would like the opportunity to review your bills with you. Please consider emailing your account and contact information to TXUECares@txu.com.
Pull you in with rate but tehy don't break down the extra charges
I recently moved over to TXU last month from TriEagle. Boy has this been the biggest mistake I have made in the electric game. At TriEagle I paid .099 cents and they broke down everything on my bill like the following.
06/06/2014 - 07/08/2014
Base Charge..................................................................... $4.95
Energy Charge.................................................................. 2,950.00-kWh Usage 0.09900-Rate $292.05
PUC Assessment Charge................................................. $0.50
Total Current Charges............................................... $297.50
Then the next month I get my very first bill from TXU at .104 cents per KW. But what they fail to break down to you is the TDU charge which I didn't have at TriEagle. They said everybody charges this TriEagle clearly bundles there charge into your bill. We put it on a separate line charge to be upfront and out in the open. As you can clearly see I just copied but charges from a pdf and I don't have that on my TriEagle bill.
TXU Energy Texas Choice 24SM
07/07/2014 - 08/05/2014
Base Charge $ 4.95
Energy Charge (2870 kWh x $0.10400000) $ 298.48
Subtotal $ 303.43
Other Fees and TDU Surcharges - TDU Delivery Charges $ 118.76
Subtotal $ 118.76
Sales Tax $ 0.00
Total Current Charges $ 422.19
Total Amount Due $ 422.19
Now you do the math just one month later TriEagles 2,950 kWh for $297.50 vs TXU 2,870 kWh for $422.19. That is crazy the price difference. I can't get out of this contract unless I pay a $295 termination fee. I should just pay it and move on I'm looking at a 30% increase in my bill month to month. ”
August 11th, 2014
Gregory Taylor - The 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. As a courtesy, we provide a complete breakdown of your TDUs fees on our website at www.txu.com/tducharges. These charges are approved by the Public Utility Commission of Texas and are passed through to you without any markup so youre not paying more than you should for electricity. We will be happy to review your bills and answer any questions you have. Please consider emailing your account and contact info to SocialMedia@txu.com.
Do not use TXU
“ 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... ”
March 10th, 2014
Abe We apologize for the delayed response, your comment was recently posted to the TER site. Were 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, wed 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.
“ 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!! ”
March 4th, 2014
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 dont 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.
TXU doesn't care about loyal customers
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.
February 18th, 2014
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!
“ 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. ”
February 12th, 2014
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. Wed 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, wed be more than happy to help address those if youd be willing to email us at SocialMedia@txu.com.
Bad years ago, just as bad now
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. ”
January 27th, 2014
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 were here to help!
Unethical! Renewal was a scam!
“ 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. ”
October 13th, 2013
Adam- Our goal is to provide great customer service experiences and were 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, well reach out to you. Email us your account and contact information to SocialMedia@txu.com. We look forward to hearing from you!
Deceptive practices in billing & AutoPay
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!
September 2nd, 2013
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. Were here to help and look forward to hearing from you.
TXU & Oncore = Two Crooked Companies
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! ”
August 13th, 2013
Highest price, lowest value
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! ”
October 3rd, 2011
They are terrible.
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. ”
February 8th, 2010
“ 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. ”
November 3rd, 2009
Do NOT recommend
“ I had an issue with TXU where they overcharged by $13,500. It tooks 3 months and 23 calls to their customer service to get it handled correctly. Many times I had to hold for over 30 minutes and when I was transferred to a different person I was placed on hold for another 20 to 30 minutes. Finally it was resolved by TXU Customer Resolution. ”
September 25th, 2009
“ I HAVE HAD AN ONGOING ISSUE WITH TXU FOR ABOUT 1 YR NOW. I MADE THE MISTAKE OF SWITCHING NOT REALIZING I WAS A COUPLE A MOS. BEFORE MY CONTRACT WAS OVER. THEY SAID THEY WOULD WAIVE MY CANCELLATION FEE IF I RETURNED ON ANOTHER 2YR CONTRACT (AT A HIGHER RATE) -SO I DID. I DIDN'T GET A BILL FOR 6MOS - I CALLED TO INFORM THEM AND THEY WOULD TELL ME IT WAS B/C I HAD A CREDIT. THEN, DURING THE SUMMER WHEN ELECTRICITY IS AT ITS HIGHEST THEY HIT ME W/ THE BIG BILL FROM THE LAST 6 MOS. I'VE BEEN PAYING MY REGULAR BILL PLUS THE INSTALLMENT AMT. TO COVER THE LAST 6MOS. PLUS THEY HAVE YET TO CREDIT MY BALANCE W/ THE $200 EARLY CANCELLATION FEE THEY SAID THEY WOULD WAIVE. IT HAS BEEN A NIGHTMARE! ”
September 22nd, 2009
$400 FUEL FACTOR CHARGE-BEWARE
“ EVEN THOUGH RATES MAY SEEN LOW, WATCH OUT FOR THE HIDDEN FEES. I JUST GOT HIT WITH AN ADDITIONAL "FUEL FACTOR FEE" OF OVER $400 ON MY SEPT 4 2009 INVOICE FOR A TOTAL INVOICE OF OVER $800. MY LAST INVOICE OF $300. ALREADY SWITCHED. ”
September 18th, 2009
leaving the big 2, maybe for good
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. ”
April 30th, 2012
Callous, Vague and Unprofessional
“ 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. ”
September 20th, 2011
Rates doubled on empty house
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. ”
September 3rd, 2011
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.
July 24th, 2011
“ 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. ”
February 15th, 2011
One Hand Doesn't Talk to the Other
“ 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. ”
August 9th, 2010
BALANCED BILLING NIGHTMARE
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 ”
November 26th, 2009
Depends on the day
“ 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. ”
November 20th, 2009
“ Billed incorrectly and charged late fee of 15 dollers after 1 day late ”
September 15th, 2009
txu a company of deception
“ Txu claims they are trying to help you save energy. Instead they charge you more if you use less. They say they have a 24 month fixed rate plan when it is really a variable rate plan based on the amount of energy you use costing more if you use less or more than some figure they come up with. Their customer service is rude and act like they are the only electric company. Ater being a customer for more than 35 years they told me there was nothing I could do about it. They are not cheaper than their competitors. ”
August 29th, 2009
“ We had had error in billing which no matter what level of documentation, we could not get TXU to correct, we just kept getting referred to another department and that they would review our case. Spent an unbelieveable amount of time trying to get corrected and yet they would never let you speak directly with the department responsible for the inaccurately calculated bill. ”
August 25th, 2009
Been lied to
“ I called in a couple of days after service to verify the rewards Ill be recieving. They told me there was no tracking number or any verification Ill be getting. I called again a couple of days and months later to verify. They said the same thing. I just called in today apperantly talking to the rewards center and they actually sent me an email concerning the rewards. Lets see if I have to call back again concerning this issue. Only this call today did they tell me to submit and process my claim. Pull up the calls for my accounts since its being recorded for quality purposes and clarify to me what happened during those previous calls. ”
October 18th, 2018
I left Reliant after not being able to get a plan with a fixed rate. They jacked me up pretty bad in the winter to about .15/kWh. When I called TXU I was sold a 12 month plan at .074/kWh. I was told if I didn't use at least 800kwh I would have to pay an additional $9.95 a month. I had recently moved down from RI and thought this was odd. Up there you get your rate and pay. Less you use, less you pay. They actually encourage being "green". Not penalize you for it.
Fast forward to today. I receive my TXU bill and I used 200kwh less than I did last month but my bill is $20 more. I called and was told I am "not receiving my $30 credit for using more than 800kwh". I was never told I would be penalized $30 a month. Only $9.95. Out of an $84 bill, $30 of that is from not using enough kWh. This is insane and should be investigated by PUC as predatory. The 3 more months of this contract should be annuled due to breach of contract. I will never recommend TXU to anyone. ”
October 3rd, 2018
Worst than the mafia!!
“ I have been with TXU for several years. My house is only 1400sf and the average billing has always been $90-$120. This winter it QUADRUPLED!! When I called they said it was because we've had a hard winter. Ok, it was cold. But it wasn't an ice age. So the winter passed and I paid the quadrupled fees for 3 months. Then i turned all the heating off and NO a/c turned on for 2 months. The bills were the same. I tried talking to customer service but you just get the runaround. There is only one person in this house and most weekends I'm not even here.There is no possible way that much electricity is being used. My neighbor's house is over twice the size of mine and they pay about $40 more than I. I'm tired of being fleeced. Green Mountain here I come!! ”
June 8th, 2018
The most expensive
“ I moved out of state and left my family in the apartment, they couldn't pay because the customer service wanted to get my personal information from each one of them. The service got disconnected and when they tried to switch, the company put a hold on the apartment so that means, no other providers can service the place. They are also too expensive, I paid an average of 500 per month for only 3 people who rarely stay home ”
May 10th, 2018
Very very bad experience
I would not give any single star to this energy. I switched my energy plan to txu and it has really bad service.... They make you fool.... They cheat with price and credit... I supposed to get some credit if I use certain amount of energy but, they change the billing cycle dates so, they dont have to give you those credit....
I am very very disappointed with the service......
I referred few people but, I am going to tell them as well to stop it...... ”
May 7th, 2018
Hidden and slammed
Where to start with TXU? I was told they were good and a great company by a couple of coworkers after thinking my previous company raised my bill months before. I talked with an agent and decided okay. Lets do this. I work all day and have nights to myself so what better than free nights and weekends?
How wrong I was! For one person who isnt home from seven in the morning to eight in the evening my first bill came in at 400 dollars! I was outraged and thought there had to be a mistake. They explained cold months can do that. And my heater was the cause as well as my water heater.
So I took their words and changed. I cut everything off one hundred percent. To my utter surprise my second bill came out nearly just as high! For ONE person!!!
This time my bill was lower for my third month but still catching up on 800 dollars worth of electric bills (by the way they charge you delivery for electric!) I asked for an extension since i do still have other bills to keep up with, and this month only a remaining balance of 200.
They told me the 194 that I put onto the account for this month was not good enough to have an extension of four days until I get paid to clear the account completely. You must ask for the extension as you pay or you have to make another payment and this time it was 80 dollars to leave a balance of 120 until then. As I explained I put 194 on my bill already of the near four hundred that they charged me and blamed cold weather.
I tell you now stay clear of them. They will rob you blind and dont care if you do have to sit in the cold because if you run your heat during their free hours they manage to slide it onto the time you didnt use it. Find someone else as my last company did not have these hidden fees such as delivery of electric and did not charge me 400 a month when I was using more wattage with them than TXU ”
February 28th, 2018
14.1 cents per kilowatt
“ I have had nothing but issues with TXU. Started out by them telling me we will run a "soft credit check", and the man helping said it wouldn't show up on my credit report. It did. Then I set my service up and the next day I receive 7 missed calls from TXU saying they are changing my service date to the next day, no big deal I thought. They set my service up but I never received a bill, and I knew I signed up for paperless billing and had received emails the day they set my account up. I began to worry, so one night I just made an account online and my bill said it was due the next day. They had my email wrong. My email is my first and last name at yahoo, and they had my first and last name spelled right on the account but not on the email. So then I had to come up with the money that week, with no prior notice. Then the next month my bill is 3 times my first bill. So I call wonder what is happening and I spoke with a man "Jake" he laughed at my issue, while I was crying. The next man I spoke with was very nice and understanding, but the fact that I had that much of an issue and a grown man was laughing just was plain sad. I will never reccomend anyone to TXU and I will honestly tell them never to choose them as a electric porvider. They offer awful deals, plans, and promotions. On my last bill it said I was paying on average 14.1 cents per kilowatt!!! What?! I just got a new electric provider and I will only be paying 6.8 cents per kilowatt! How the heck can TXU do that?! ”
February 28th, 2018
“ Worst electricity company ever. Keep an eye on your account they will rob you blind. Cant explain to me why my light bill came to a total of $900 within 3 months. Neither will they reconnect your service after payment. Not only did I go without electricity, I had to pay over 270 in hidden fees and smart talk that still doesnt explain the bill. Bottomline is. Someone shoupd investigate this scam of a company. ”
February 28th, 2018
TXU are SCAMMERS
“ I was unknowingly placed on the most expensive plan they offer at 15 cents per kw/h and was charged double for "supposedly" going over my limit. It's weird c the company I switched to claims I only use 20 kw/h a day...so someone is lying and now I am being harrassed bc I was lied to and scammed. ”
February 1st, 2018
TXU GOUGING CUSTOMERS DURING 2018 COLD SPELL!!
“ I just received a bill for $655 for the few days in January 2018 when the temperature dropped uncharacteristically low. My last bill in December was $249. That's triple what I've been paying. I have a 1500 SF house, not large, but it is brick and well insulated, and I never keep my thermostat above 68-70. The system is new enough that it's still under warranty and in good condition. I've been with TXU for 30+ years and have never received a bill like this. I've never been late on a bill, either. I'm retired and can't afford bills like this. It took me forever to get someone in the continental U.S. that I could understand. People contemplating TXU should rethink it. Everyone I know has lower bills than I do. so I'm going to change carriers as well. ”
January 31st, 2018
“ I've been a TXU Energy customer for many years and have always had average billing. However, during the transition from Sharyland to Oncor they removed it from my account and expect me to pay an outrageous bill. I called them and informed them that it was their error and that they needed to charge me for my average billing cycle only. Customer representative was supposed to call me back. It's been 6 days since our conversation and nobody has contacted me....extremely disappointed!! ”
January 17th, 2018
Txu will ROB YOU
“ My bill was $161 in December of 2017 January's 2018 bill was four $403 call to see why it was more than double I was told because January's temperature was lower then December didn't use as much electricity in January than December but yet my bill went up only because temperature was lower in January that's what they based my usage on what kind of crap is that will never recommend TXU to anybody run look for better Electric Company ”
January 13th, 2018
Do not get TXU
worst customer service! Liers! hidden fees!
Rep was being rude! was a customer for more than 5 years i will now go to first choice power! ”
January 11th, 2018
TXU Employs Cheats and Liars
“ I bought a house in 2016 and chose a great plan through TXU. Our electricity was relatively affordable, which was great. When it came time to renew, I noticed that the new plan would increase my electricity rates by 46%. That's an absurd increase. I called to cancel my service, and informed the customer service representative of my decision. He then informed me that I could renew my EXACT SAME PLAN at the EXACT SAME RATE, no increase whatsoever. All I had to do was tell him "Yes, I want my original plan". Elated, I said to go ahead, since my rate had been affordable. A month later, I receive my first bill, and they signed me up for the INCREASED RATE, AGAINST MY EXPLICIT REQUEST AND INSTRUCTIONS. Needless to say, I will be calling first thing next week and will be glad to pay the $150 cancellation fee. I would rather pay $150 now than pay $500+ over the course of the year in increased rates. Screw you, TXU. You're a bunch of cheats and liars. ”
December 24th, 2017
WORST Customer "Service" Ever
Spent 2hours 15minutes going through 5 with customer service representatives (who in addition to being quite arrogant, also speak in a non-clear english) trying to figure out how I can get daily usage for the month. 3 of representatives admitted having the same problem of not being able to see the data, 4th one first said that he couldn't see it either, then later when he could he said something on the lines of "it is your problem that you can't see it". When I asked him to send it to me via e-mail or regular mail he said that he can't do it. Spent another hour with his supervisor (very polite person) who was quite unprofessional in terms of taking an hour of my time to check their system problems instead of admitting the existence of the problem and finding a solution on their own time. After all the time spent I still don't have the information and only hoping that the "special ticket" he submitted will be resolved in the next 2 business days.
P.S. have the whole call recorded and able to provide it to anyone before they decide to get "services" with the company. ”
December 2nd, 2017
Called to cancel my plan July 25th, it ended in august. I have phone record of the phone call but txu calls me to say they have no record of their people talking to me and canceling my service, which I was told was "already turned off" , I asked to speak with a supervisor and after explaining to her I can get phone records that they apparently don't have record of she said that that won't take care of the 2 bills equaling almost 800 dollars for a 2bedroom 1000 sq ft apartment?!????? She said there's nothing she can do and kept repeating the same prompt, at this point pissing my fianc off and jumping on the phone to figure out wtf she didn't understand about the call was made months ago, & her company fucking up. Then she repeated the same thing she was saying before making him even more upset. We ended up hanging up.
Worst customer service I've ever experienced, if you use them expect to get ******. ”
September 27th, 2017
Energy THIEVES, LIARS and money sucking pigs
“ I went from a $180.00 bill to $700.00 bill, HOW? I have been with TXU for 5yrs and I get a bill that was more than three times my normal usage in all the years that I have been with them. I called to get the issue handled and all's they could or would tell me is that they are 99.8% correct in all of their billing and that because it's been hot this year I had to of used the amount of energy that Oncor reported to them. How do you get help when no one will look in to helping you with your concerns? And it was so clear that something was not right with the meter reading three times my normal usage over the past 5yrs. Who pays $700 for energy in a 950sq foot apt? what BS. ”
September 15th, 2017
We understand high bills are frustrating. Let's take a look at your account together to see what happened. Please consider emailing TXUECares@txu.com. We're here to help!
“ Lied about the energy charge and refused to return my calls! Was told that any cancellation fees would be "taken care of" in a couple of months, even though the brochure stated other wise! Received a letter confirming my plan rate, it was wrong. I called and rep said they set up the wrong plan and he would "fix it", never heard any more. Called in twice to customer service and ask for the right plan " Is this the number I can reach you at, I will have someone call you. Guess what? Received a bill with the wrong plan.I called and refused to pay it until the rate was corrected! Calls started this week from collections! I called discussed it all again and was told I had to pay the original bill! My response was I would deduct the cancellation fee and pay the remainder. Their response was "We will turn you over to collections." Note: The bill is for 16 days, at which time I returned to my former electric company. Way too much headache for $225. ”
August 31st, 2017
“ Really wish there was a better electric provider where I live. Txu sucks and I will never recommend them to anyone. Im almost to the point where it will be cheaper to run a generator and pay for gas than have to deal with all the non English speaking idiots at Txu ”
August 25th, 2017
We value your feedback and are sorry to hear you've had a bad experience. We would absolutely appreciate the opportunity to investigate what took place. If you would be kind enough to share your contact information with us at TXUECares@txu.com, we can take a closer look and reach out to you.
Bait and Switch Energy would be a better name for TXU
“ I have solar panels that are capable of sending clean power back into the grid. Last year I had a plan with TXU where I received credit for my renewable power production and the plan had an eleven month term. When I went to renew, my plan was no longer available to me and their very rude department supervisor which handles renewable energy customers indicated I my rates would double if I wanted to remain their customers basically said take it or leave it. After I switched providers TXU sent me a letter stating I owed them a final balance. When I called their customer service number to verify the amount, my call went to South America where I was unable to understand the reps very broken English. So much for competitive clean energy plans and keeping their jobs in the United States. If you are shopping energy plans,,,look elsewhere than TXU, that is, unless you want a not-so-good screwing! ”
August 22nd, 2017
We value your feedback and are sorry to hear you've had a bad experience. We would absolutely appreciate the opportunity to investigate what took place. If youd be kind enough to share your contact information with us at TXUECares@txu.com, we can take a closer look and reach out to you.
TXU has highly questionable business practices
“ I have been a TXU customer for over 10 years and had been fairly satisfied with the service. I saw them a a reputable company.So, when they offered a home warranty I thought, they're legit; let's give it a shot. Surely a reputable company like TXU wouldn't be alike all the other crooks that sell warranties. Wrong,TXU, a supposed reputable company, sells a home warranty scam. After perusing the fine print, turns out that there isn't any claim that they can't deny. It states that corrosion or poor maintenance will veto a payout. Its their call. Your A/C goes out? They say, you didn't take care of it. Water heater fail? That was corrosion, we don't cover that. But hey, thanks for the extra $50 per month. We really enjoyed that. the service tech that came to my house told me they tell him to say it was one of those things and he will get his $60 call out to do nothing but harpoon the claim. ”
August 9th, 2017
TXU has highly questionable business practices
“ I have been a TXU customer for over 10 years and had been fairly satisfied with the service. I saw them a a reputable company.So, when they offered a home warranty I thought, they're legit; let's give it a shot. Surely a reputable company like TXU wouldn't be alike all the other crooks that sell warranties. Wrong,TXU, a supposed reputable company, sells a home warranty scam. After perusing the fine print, turns out that there isn't any claim that they can't deny. It states that corrosion or poor maintenance will veto a payout. Its their call. Your A/C goes out? They say, you didn't take care of it. Water heater fail? That was corrosion, we don't cover that. But hey, thanks for the extra $50 per month. We really enjoyed that. the service tech that came to my house told me they tell him to say it was one of those things and he will get his $60 call out to do nothing but harpoon the claim. ”
August 9th, 2017
“ I was promised a $150.00 gift card for switching to TXU then another $150 gift card at the end of my contract. Well, they have hidden terms and since the representative offered me a different contract to save me money, she never told me that would not be eligible for the rebate any longer, with the new contract. I was on the phone for over an hour and everyone there kept telling me that they listened to the call and that the representative never mentioned the rebate. After talking to several supervisors one of them said he listened to the call and he did hear that I was owed a the $300 but since I chose the cheaper contract I was not eligible. I was never told that if I went with a cheaper contract I wouldn't get the rebate. I will be cancelling my contract today and switching with a more honest company!!! This is the way that they get people to switch is promising them things and not telling them the hidden terms! BEWARE!!! ”
August 8th, 2017
Lies about the rate
“ Worst company ever when it comes to rate. Signed up on 8.5 cent every month continue to increase. I had champion before but will change back worst company would not recommend. ”
June 1st, 2017
Poor explaination of Fees and various Plans
“ I've had a pretty bad experience with TXU in the past year. I have a 2 Bedroom 1300 Square ft. Apartment and my bill is always at least $210. I'm a strategic college student, so I thought choosing TXU's free nights would be a great choice. It was not. We are basically being double charged in the day to make up for the "free nights". I then changed my plan, which was supposed to at least save me $100, but is costing me $225; although the TXU App is extremely convenient in checking our usage. Overall, I've had a horrible experience and I will be leaving TXU and searching for a more affordable and honest company. ”
May 30th, 2017
Get people that speak English!
“ Called in and cancelled over a month ago with someone who barely spoke English! We are in America! I am so sick of this company and the annoyance they bring to this world! Maybe if your employees spoke English and knew how to do their job we wouldn't be getting bills that we shouldn't be getting! ”
May 20th, 2017
Very Irate customer
“ If you can find any other electrical provider other than TXU, I highly recommend you go through them. This is unfortunately not the first time I have had issues with this provider but will be the last, I thought I would give them second chance but never again. I will waste money on solar panels and candles before these people again. I contacted TXU to install a brand new I thermostat because the one installed went out. I called to set up the appointment which was scheduled 3 weeks later due to the holiday season. I informed them we had been out of heat and we had a toddler at home and they said they were sorry but they were booked...okay fine...set up the appointment, technician came out, literally spent 2 minutes looking at the thermostat and stated its your heating coil and left....we then had to contact our home warranty to come out and check out the heating coil...cost us 65 dollars to guess what replace a damn thermostat that TXU was responsible for replacing for FREE (because we wanted their thermostat). Since we had already been without heat for 2 months we simply had no choice but to pay the 65 fee to replace the thermostat, because I was not going to wait another 3 weeks for another incompetent technician to come out. In that 2 months of waiting for TXU we had to spend 95 plus in firewood, and an additional 200 in electrical fees to utilize the space heaters to help out just to keep the house a decent temperature. Now we are out of 295 from electrical increases and 65 from a service fee that shouldnt have cost us anything because you sent out the most incompetent technician you probably have. ”
January 20th, 2017
Your experience is important to us. Please email your account and contact info to TXUECares@txu.com, so we can investigate what took place.
Horrible company shut my power off day before thanksgiving
“ Had payment arrangement for 22. Came home 22 at 3pm power shut off. The overseas agents they have working barely understand English and can't get anything done. Been with them 4 years. I am switching companies immediately ”
November 22nd, 2016
Your experience is important to us. Please email your account/contact info to TXUECares@txu.com so we can investigate what took place.
“ The most horrible electric company I've ever used! They charged me extra fees that I had no idea about, and when I called txu after seeing my account go negative $50.00 noone could accurately give me a answer. Finally after two days on the phone and hours later they finally were able to give me a " ridiculous answer." The reason my account got charged $43.00 for ONE DAY of electricity was because they sent someone to view the meter at my apt and they claimed that I was getting charged less then what I should have been for the month. Then they disconnected my electricity saying I owed 40.00 and then on top of that I had to pay a reconnection fee for 25.00. It is absolutely ridiculous and I am in the process of switching light companies. I still don't understand how they can try and charge me 40.00 for one day a worth of electricity! I wouldn't recommend anyone to use TXU unless you wanna get screwed on your bill! ”
September 11th, 2016
Sara - Your experience is important to us and we're here to help. Please email your account/contact info to TXUECares@txu.com, and we will contact you right away.
Fraudulent, Defamatory, and appalling
I am appalled by the method that TXU practices to gain additional monies. I truly feel that TXU behaves quite similar to unethical collection companies. They do not abide by Fair Credit Reporting. They do not keep accurate data. They will place you on hold and avoid answering questions before honestly admitting their wrongs.
My account with TXU is a Paid In Full account...However they have re-aged the debt as a loan. Yes...
TXU refused to remove this derogatory account from my all bureaus despite six years of incorrect reporting, however corrections noted on Experian are extremely defamatory.
TXU did not keep good documentation of the account. Instead of reviewing the above noted and removing it, they continually play trial and error with reporting.
According to the Experian report that I pulled as of 06/11/2016, TXU has moved the account to the Installment category, with a term of 1 month. The report now inaccurately states that this account was reported since June of 2016. My electric bills were never a fixed amount. This account was not a loan. $300 dollars worth of payments were never reported to the bureaus.Additionally, the Account History notes the account as a "Charge off" as of June 2016 and the payoff amount has been inflated.
At this point, I am assured that their intent is defamatory. I paid the remaining balance that was due to a cancellation fee ($200) post paying a (250 deposit) when I chose to seek another company that would work with me. TXU adamantly refused to offer assistance with high energy bills,due to faulty air conditioning unit (with an ongoing Better Business Bureau Investigation) in the apartments I lived. I explained the situation to managers and offered the notices.
Future energy customers. Beware! TXU practices are not aligned with Fair Credit Reporting. They practice highly unsavory methods to attain additional monies and lock you in a situation in which they are your only choice, due to horrific credit.
June 11th, 2016
We understand your frustration and are here to help. Please email your account and contact info to TXUECares@txu.com so we can further investigate.
“ This should be shouted out stay away from TXU. Im a looong customer and decided to check rates. I found I was paying 12.5 average for khr. So i get this flyer and give them a chance to compete which they cant match...thats ok! So I sign up with the other company and the day of change I get a call from txu trying to keep my business and I thought this is a great company and they matched the offer. I get my first bill and guess what instead of the 7.9 per khr its 10.5 and the supervisors all said tough sh*t. So I asked about that recording that we say yes to when signing up because I repeated what the other company offer was. Turns out folks the recording doesn't exist. Its all BS. According to TXU its a 60 day satisfaction which is good cause i signed up with the other company immediately. Very bad business and lies. ”
May 10th, 2016
“ I have had TXU for way longer than I should have already. Didnt have many problems when in my apartment my bill has skyrocketed and continues to be out of control. I called several times to figure out what the problem was and only once have had a helpful person on the other end. Besides that one lady the rest of the customer service has been terrible and never helped. ”
March 12th, 2016
Jim - We apologize your experience has been less than satisfactory. We would appreciate the opportunity to further review your bills with you. Please email your account and contact info to TXUECares@txu.com.
Disappointing is an understatement.
“ TXU's moving service and associates there really messed up our account and they've done very little about it Long story short, we purchased a new home and wanted to move our service over. Our initial move in date got pushed back, so I called TXU to cancel my oder to shut off service. "Sure, no problem," the rep said. "I've submitted your request, so you don't have to worry about losing power. We will no longer shut it off that day. Your new cutoff date has been submitted." Like a fool, I believed him, until my power went out on the day I requested it not to....It wouldn't have been as big of a deal to us if I hadn't just gone grocery shopping. I called and the rep I spoke to said she was sorry, and she knew it was a mistake on TXU's part, but that no one was available to come and turn our power back on. We argued with them for 2 hours before we gave up and spent the night without power. It was 12 hours before our power came back on, so when I went to check the fridge, nothing was cold anymore. The food in the deep freezer survived at least. At this time, I'm still in negotiations with their claims department, trying to get reimbursed for perished food items. Wish me luck. I could have made my own luck though, had I switched over from this company a long time ago. I wouldn't recommend this company to anyone I know, not even the ones that annoy me. ”
February 16th, 2016
Amoni - We apologize for the inconvenience, please email your account/contact info to TXUECares@txu.com. We're here to help!
This company will "Lie" to you BEWARE!!
“ I was offered a fixed price of $86.00 per month. My bill was correct for the first month and then for the second month it shot up to $186.00 TXU without my consent and added features I did not agree to. ”
February 11th, 2016
Michael - We apologize your experience has been less than satisfactory. We would appreciate the opportunity to further review your account details. Please email your account and contact info to TXUECares@txu.com.
the worst energy company ever
“ I have a 12 month contract for one bedroom apartment been with them for 5 months they always have some excuse to milk you like a cowI'm supposed to not pay more than $50 a month the make me pay almost $150 dollars three times a month when you call customer service nobody can't answer you right answerthe attitude like we already got u in contract u can't do s*** about it.....they not honest with the bill!!!!! ”
December 30th, 2015
the worst energy company ever
“ I have a 12 month contract for one bedroom apartment been with them for 5 months they always have some excuse to milk you like a cowI'm supposed to not pay more than $50 a month the make me pay almost $150 dollars three times a month when you call customer service nobody can't answer you right answerthe attitude like we already got u in contract u can't do s*** about it.....they not honest with the bill!!!!! ”
December 30th, 2015
Esayas - We apologize your experience has been less than satisfactory. We will be happy to further assist you. Please email your account and contact info to TXUECares@txu.com.
Ridiculous unhelpful company
“ I was set up on their Average Monthly Billing program for around two years and recently moved to a new house. After I switched my service to my new address and my first bill was $450! When I called their customer service line, the rep kept me on hold for half of the 20 minute call because she could not figure out why this had happened and had to get her supervisor to help her. Turns out they cancelled my average billing when I moved. She could not tell me how or why it was removed, just that it was an error and there was nothing they can do about it but re-enroll me and for me to pay the $450 of have my electricity turned off. My average bills were $100-150 before this so there was no way I could afford all of this. The only thing they could offer me was an installment plan. I had to make the first payment of $113 THAT DAY (even though my bill was not due for two more weeks) and then have $70 tacked on to 5 more bills-in addition to whatever they charge me monthly-which she could also not tell me the average I would pay even though I was on AVERAGE MONTHLY BILLING. I have been a customer for several years, and have always paid my bills on time and for them to screw up and not even take responsibility for their mistake is ridiculous. The rep was lost the entire time and kept putting me on hold to ask someone else what to do and say. I will NEVER use this company or suggest them to anyone and will cancel my service when my contract expires in February. ”
December 1st, 2015
Really? After 32 years of being a customer?
“ After 32 years of being a customer, I am finally looking at other companies. For the past 14 months, I have set up a scheduled payment between the 10th and 15th of each month. I have also been not even 30 days past due on any of the bills I received. So when I pay, I am paying the bill that was due in the previous month and I have never gotten my service turned off. Even with a disconnection notice, I schedule the payment, and the service continues. Until this last bill. I scheduled the payment online for the 11th. TXU decided all of the sudden that instead of sending the disconnection notice out between the 8th and 10th of the month, which is how it had always been for the past, they decided to send them out a week earlier. After asking their reason, and being placed on hold, I was told that because you have been late for the past year, they decided to shorten the date for this month. Regardless of the fact that I have been consistent in making my payments, following their policy when I needed some sort of service from them, defended their service when everyone I know has slammed them, and that I have been a TXU customer since 1983, they decided that I was a risk and that they might not get their payment. As you can see from the responses to the other reviews, which are all scripted, and in light of this situation, TXU has finally convinced me that they do not care about being a good, paying customer. They only care about getting their money when they want it. So long TXU. After 32 years of marriage, I think it is time we start seeing other people. ”
November 6th, 2015
William Henderson - We apologize this has been your experience, and we would like to take a closer look at what happened so we can help. Please consider emailing your account and contact info to TXUECares@txu.com and we'll work hard to assist you.
TXU Charges for Services Never Done
“ Is it possible to give TXU a rating of -100? They are insisting that they disconnected my power which they did NOT. When I try to go online to pay my bill, they won't let me pay unless I check a box agreeing to pay a reconnection fee on my next bill. They don't even list an amount that I will be charged!!! I am just supposed to blindly accept whatever they want to charge me. If I don't agree then I can't pay my bill online and will be assessed late fees! Who do they think they are? The mafia! ”
November 2nd, 2015
LEAVING TXU after 6 years!
“ I don't know what is going on with TXU and their service and their bills, but their rates have changed and their billing cycles have changed. Before my bill used to be due on the SAME day every month and now my bill is due on a different day every month. Sometimes it is due on the 5th or the 8th or the 10th etc. My bill should be due on the SAME date every month! My bill this month was 211.00 dollars and my AC has NOT been in over a week. The did the meter read on the 18th and turned around three days later on the 21st and emailed me saying I had already reached my 100.00 threshold budget and had my anticipated bill for next month as 166.00?! You're telling me that in three days I used up 100.00 in energy without having my AC on?! My contract expires with you all next month on the 19th I do believe and do NOT have plans to renew with you all yet I'm being told I'm going to get charged a 150.00 to 300.00 early disconnection fee for NOT renewing my contract? How are you going to charge me AFTER the contract expires?! That's not an early termination fee, that's a rip off! Your website took down the chat option and has now removed the chat option from its Facebook page as well. I refuse to speak on the phone to your customer service reps because even though you claim to record and monitor calls when we as customers ask for the calls to be played back, you all refuse to look into them for verification. I want my meter reread and want you all to explain to me why my bill is due on a different day every month and why Oncor is charging me 65.00 for delivery charges? Am I on the best plan for the amount of energy we use? I have NEVER had a bill this high in the month of October! Last year at this time my bill was around 140.00, which was acceptable and this is NOT considering I'm on the same plan! I'm thinking of going with Green Mountain Energy or some other company that has better customer service ratings. ”
October 27th, 2015
R. Mitcham - We apologize this has been your experience, and we would like to take a closer look at what happened so we can help. Please consider emailing your account and contact info to TXUECares@txu.com and we'll work hard to assist you.
I can't wait till My Contract is OVER!!!
“ I really dislike this company. They have horrible customer service. I was charged a deposit after being with them a Year due to the fact that I had to make a payment arrangements for my summer bills. I was never disconnect but charged 20 dollar disconnect fee. When I called customer care upset all they did is tell when my contract was over. I am switching asap do yourself a favor and choose another company. ”
October 16th, 2015
Diana - We'd like to take a closer look at your account to see how we can help, please email your account and contact info to TXUECares@txu.com.
“ I've been with TXU for years and it wasn't until recenly I've noticed a maor change in my bills. I called to find out why and was told that becasue I wasn't on a plan their was nothing that they could do for me. I am currently in search of a new plan and electric company because their rates have become out rageous. I pay more for electric when I don't use it then I do when I actually use it. The customer service is rather horrible as well. ”
September 28th, 2015
Shaqueen - We value you as a customer and are here to help address any concerns you have with your bill. Please email your account and contact info to TXUECares@txu.com. We look forward to working with you.
“ Absolutely the worst service I've ever experienced in my life. Will NEVER recommend them for anyone to go through and will NEVER use them again. We moved to a different state, so we had to end our service with them. When we received our final bill, they charged us over $200 in "miscellaneous" charges on top of our $203 electric bill that wasn't even due yet. Not any cancellation fees. "Miscellaneous" charges. And when we asked them to break down the miscellaneouscharges for us for why they would charge so much extra, they were not straight forward at all. We still don't have answers on why our bill is $443. It's never been that high! If you want to save your time and the hassle of dealing with bullcrap like this, DO NOT go through TXU Energy. Worst experience. ”
September 22nd, 2015
Bobbi - We'd like to take a closer look at your account to see how we can help, please email your account and contact info to TXUECares@txu.com.
I've been a TXU customer for some time about a yr and I have to say this little SCAM they're trying to pull on me is the worst I've ever seen. For my payment of August which should be due at the start of September was paid. It was a total of $130; yet somehow I'm getting charged $115 for September when it's been a week after my last payment. When I called their customer "service" call center not only did we have to put up with the rudest but in my opinion the dumbest people I've EVER had the displeasure of knowing. I tried explaing that how was it possible that they're charging us for a billing period that is yet to be over? To which they replied it's your August bill. How? We didn't have any late fees we'd always paid our bills on time. Not just that but somehow we had already accrued for OCTOBER! To make matters worse we asked to speak to a supervisor we got a person that couldn't add 1+1. TXU is trying to charge me, according the supervisor, twice for August, and according to the represenative early for September. So which is it? Charging me for electricity I haven't used or charging me twice for August?
The only answer is this company is a fricken SCAM can't wait for my contract to be over and going back to CPL. ”
September 21st, 2015
I am new to Texas and utilized TXU because it was previously used by the renting agent. I signed up for a guaranteed rate of 13 cent per KWH along with "free" electricity between 7-10 in the mornings and evenings. You can imagine my surprise when I received a bill for $328 for my 1400 sq ft house. Given that I utilized the "free" hours to run anything major and kept my A/C at 76 and, I called in to speak with a representative to review my bill. Disaster soon set in once I tried having the representative do the math along with me to prove I had essentially been double charged. I was then put on the phone with a supervisor who had no time to speak to me and simply told me I was not being charged 13 cent per KWH, but 18 cents and the bill was correct and to have a nice day.
After being hung up on, I then called in again to speak with a sales specialist to confirm I was supposed to be charged 13 cent per KWH. Once the representative did confirm I was supposed to be receiving that rate and I explained the situation, it became nothing but a runaround.
I opted for my 60 day out clause and found a new provider. ”
September 12th, 2015
We just had a baby, and you weren't willing to work with us. Absolute trash and not a member of our community.
We went with TXU due to the fact that One of my friends told us they had some decent rates. After being with them for about 6 months I am ready to cancel my contract with them, and call the utilities commissioner. I've had nothing but problems and high bills every month. and then while I'm out of work for my pregnant wife and I've tried to settle the bill and work so I can pay my other bills until I go back to work, I get told no, and then in the middle of my contract you guys want to charge me a deposit, because you guys want to claim that you've sent 2 disconnect notices, which only one was sent. You guys aren't cheap and your service sucks. I will be canceling my contract and I'll be damned if i send you a deposit.
I've done my best and I paid my balances all up and current, but this company has no moral ethic nor do they want to be a part of the community. They are a MONEY SUCKING machine. Nothing more, nothing less.
They wanted 670 dollars this month, after I paid them 507 last month. More than my car payments. I will be paying the ETF and going back to Green Mountain. ”
September 3rd, 2015
Steven - Your concerns are important to us, and we'd appreciate an opportunity to take a closer look at your account so we can help. Please consider emailing your account and contact information to TXUECares@txu.com.
Was with TXU for over 35years. No More!
Just switched because of my bill going up more than double! Just got off the phone with one of the "customer service" guys who wondered why we switched.Then blamed me for it happening. We called them when the bill spiked the first time and they told us nothing about a contract expiring...in fact told us nothing had changed that the service had to make up for an overage that month. It bought them another two months of gouging me. I was told that they can't notify people when the contract expires......I wonder if they would notify me if I had left the contract a month early.
Hey TXU ! it is alot cheaper to keep a current customer happy than it is to attract a new customer.
It's no wonder why you are bleeding customers and money. My wifes Father retired from TXU and he'd be ashamed of what going private has done to TXU.
Screw my once shame on you....Screw me twice shame on me ”
August 27th, 2015
Looking for an energy provider, just moved back to the US
“ Firstly ready the replies from TXU is hilarious , that person repeats the same thing over and over and doesn't have a clue, waiting to see the response for this comment. So i have been calling TXU for the past 2 weeks, trying to get a best plan for me, they cant even explain how the costing works properly, every time i call i get a different response. I used to be a TXU customer 2012 and prior but never really checked my bill, that FREE NIGHT PLAN is a scam now coming to think about it, i just recalculated the kwh i used on my previous bills and it was about .15 cents per kw EXCLUDING the TVU charges which made it over 18 cents per kw, WOW!!! definately not going to sign up with them again because of their DISHONESTY!!!! ”
August 14th, 2015
Nic - TXU Energy Free Nights works best for our customers who shift their electricity usage to the FREE hours and conserve the rest of the time. Try it and let us know how it works, or email your account and contact info to TXUECares@txu.com so we can review different plan options with you.
Horrible Customer Experience
“ I have been trying to get in touch with TXU so we could discuss the plan that I am on and change me to something more economical. Unfortunately they keep on putting me on infinite hold or just hanging up on me. While I have been a customer for at least 5 years, I am given no service -- only high rates. ”
August 3rd, 2015
John - We apologize you experienced trouble getting your plan renewed. Let us help! Please email your account and contact information to TXUECares@txu.com and we'll reach out to you so we can assist.
Frustrating - I will be calling Green Mountain Energy
“ I recently switched from Green Mountain Energy.. I dont know what I was thinking.. I guess I thought I would try something diferent.. I never paid so much for electricity in my life.. They specifically told me 13.9 cents during the sales pitch with free nights, that turned out to be a gimick, they were actually billing me nover 15 cents per KWH .. their explanation regarding why simply made no sense and sounded like a absolute scam .. I've watched my utilization over the past several months and could not understand why my daily usage was nearly double what it was when I was with Green Mountain.. I will be calling Green Mountain tomorrow and take my business back to them.. ”
February 10th, 2015
Kenny - We strive to exceed customer expectations and hate to hear that youre disappointed in our service. Our TXU Energy Free Nights plan is most beneficial for customers who can shift their electricity usage during the free Energy Charge period. Wed love an opportunity to walk through your bills together to help identify any opportunities to help you better manage your usage. Please consider emailing us at TXUECares@txu.com. We look forward to hearing from you.
Worst experience ever. DO NOT sign with them!
I have been with TXU since April 2014. The staff is completely incompetent, unhelpful and unclear. It is almost impossible to reach an actual human being when you call them. I am on their "free nights" plan and have been charged double to triple the amount for my electricity on this plan than I ever was charged with Ambit energy. They tell me it is because I do not use enough energy. So I am charged more for using less.... Interestingly enough, none of those guidelines were not explained to me when signing up. There have also been frequent power outages. Signing with this company has been a miserable experience. And I am unable to change my plan or do anything about it because they said I will have to start up on a completely new plan (a new 12 month contract). I am forced to continue over paying for electricity and dealing with crappy service and power outages until my term is complete. This is the worst company I have ever been in contact with. They lie by omission and then manipulate your situation. Save yourself some money and stress and do not use this company.
February 1st, 2015
Hilary We strive to make doing business with us easy and regret to hear that hasnt been the case for you. Let us help! Please email TXUECares@txu.com and we can work together to address your concerns and determine the best solutions for your needs.
Never believe what they tell you on the phone!!!
They are dishonest. I will never recommend this company to any body. Can't wait to finish my contract and move to another company.
October 12th, 2014
Ahmed Your business is important to us and were here to help however we can. We strive for continuous improvement and would love to hear more about your experience. We will contact you shortly. Thanks!
How is this not False Advertising??
“ I signed up for TXU for my new home after utilizing the powertochoose.org website which compares rates of many providers. TXU's offer was 10.1 cents per Kwh, which at the time was the most competitive. However, what TXU really charged me was close to 15 cents per Kwh. I read the facts labels and clearly could see my quoted rate, what I failed to notice was the fine print. What TXU does, is carve out transmission (TDU) charges from their electricity rates so they can falsely advertise a rate that is much cheaper than what is actually charged. TXU's defense statement to this is that all providers pass on TDU charges to customers. While this is true, the huge and insultingly obvious difference is that the TDU charges are included in the rate for most electric providers. I even gave TXU the opportunity to keep my business and remedy the situation, but after three very long and frustrating calls I received nothing in the way of a reasonable offer. This company and its tactic are in my opinion fraudulent and I will never do business with TXU again. Please learn from my mistakes and avoid using this provider! ”
September 29th, 2014
M. Evans Your business is important to us and we would like the opportunity to help however we can. TDU charges are quoted and included in the average price you pay for electricity. TDU charges are approved by the Public Utility Commission of Texas and are passed through to you without any markup. In an effort to be more transparent, we choose to separate these charges from the Energy Charge on your bill so that you know exactly what you are paying for. As a courtesy, we provide a complete breakdown of your TDUs fees on our website at www.txu.com/tducharges. Wed be glad to help you better understand your specific fees if youd like to share your contact information with us at SocialMedia@txu.com.
ABSOLUTELY the WORST experience I have ever had with ANY company
“ Just recently moved to Texas and saw that TXU had what i thought to be decent rate. However when my first bill came it was over $400!!!! For 2 people living a 2 bed, 1000 sq ft apt. we are both gone from the hours of 8am to 9pm. When I called, instead of working to resolve the issue, it was a continuous cycle of telling me we can track daily usage or TDU policy or some other red herring answer. Never was a proposition made to fix the situation, only more answers that never addressed the root of the issue(s). I will NEVER recommend this company to anyone. I have never been more dissatisfied with a product or a service in my entire life. Also, for the TXU employees that are tasked with responding to these reviews with generic answers that offer absolutely no help, haven't you seen a pattern? Not a SINGLE satisfied customer....seems like someone would eventually get the picture that you guys are failing miserably in providing a good product at a good rate with a good customer service team for support. Yet, it all stays the same and the poor reviews keep rolling in. But good for you! you got my 400 bucks right?! ”
September 19th, 2014
Anthony - We understand your concerned about your bill and we apologize your experience has been less than satisfactory. Your bill can easily be affected by many factors that may cause your usage to fluctuate; such as changes in your daily routine, and variations in weather and temperatures. We will be more than happy to review your specific account and help identify opportunities to save as well as tips for managing your consumption. Please email us at SocialMedia@txu.com so we can assist.
Tdu charges, averaged bills... This company is horrible
“ Received our first bill and there is a97 dollar tdu charge. Never saw that with direct energy. Also our electricity bill with direct energy was about 200 a month and with tdu it is 400. Apparently they average bills sometimes. Well the neighbors have a pool and we don't, so clearly averaging isn't going to work for us. I'll be calling tomorrow to cancel. Don't do business with this company!!! ”
September 17th, 2014
Lewis Your business is important to us and we would like the opportunity to help however we can. The local Transmission and Distribution Utility (TDU) passes fees directly to all customers no matter who their retail electricity provider is, for the cost of maintaining poles, meters and wires. These charges are approved by the Public Utility Commission of Texas and are passed through to you without any markup. In an effort to be more transparent, we choose to separate these charges from the Energy Charge on your bill so that you know exactly what you are paying for. As a courtesy, we provide a complete breakdown of your TDUs fees on our website at www.txu.com/tducharges. Wed be glad to help you better understand your specific fees if youd like to share your contact information with us at SocialMedia@txu.com.
CHOOSE A DIFFERENT PREPAID COMPANY...THEY CHEAT POOR PEOPLE
“ BILLING:None of the customer service associates could explain why with Llight U p Tx I had three hundred some odd days of electricity but all of a sudden within a week, MY LIGHT SHUT OFF .CUSTOMER SERVICE: they must outsource the customer service jobs because NOBODY SPEAKS UNDERSTANDABLE ENGLISH VERY HARD TO UNDERSTAND! RECOMMEND THEM: Never not even to my worst enemy...cant wait to switch,If you need prepaid service and you too poor to pay the deposit go somewhere else or do WITHOUT lights just DONT GO WITH TXU.They don't care about prepaid customers they know you're poor and treat you like it. ”
September 12th, 2014
Tracy - Thank you for sharing your feedback with us. We would like the opportunity to address your concerns. Please email your contact and account information to SocialMedia@txu.com so we can further assist you.
“ So I decided to go with TXU since they do the Free Nights after 9pm to 6am. I'm constantly offshore and onshore since I work in the Oil Industry offshore. So I'm rarely home majority of the time so I figured I'll go with this plan since I'm not going to use that much electricity. My first bill was alright $80 something then my next bill comes in and it was $152($85 for electricity usage and $67 for TDU). So then I decided to cut back on some stuff like turn off the AC while I'm gone and working at the office and only turn on my lights, AC(70'F), dishes, shower and do laundry after 9pm. Get the bill this month and its jumps up to $188. So something really doesn't add up. I feel like I'm still getting charge after 9pm cause I look at the usage chart and the EVENING section is WAY WAY up there and It's not adding up at all cause I do not turn anything on until after 9pm. So I called and talk to several of the TXU reps. and all they could tell me is, "YOU HAVE A SMART METER ITS 100% ACCURATE. This is so BS. How is it accurate if none of my electronics or power isn't on until after 9pm? I regret getting TXU and I think I'm going to cancel my contract and pay the $150 cancellation fee. My Honest Advice Do Not Go With TXU. Choose a different provider BE WARN!!!! ”
September 7th, 2014
Tim - Our TXU Energy Free Nights is most beneficial for customers that can shift 25% of there usage during the free period 9pm 6am. We have several plan options to meet your needs. Please email SocialMedia@txu.com so we help!
The Worst ...
“ i dont understand how an electric service provider doesnt own the poles to provide the service being sold. you might as well as sell me the GW Bridge or "ring-fence" my confort and wallet within the circus ring of a"natural monoply" providers of electricity (EFH=TXU&Oncor+Luminant; no difference from my right and left pants pockets). Another, lost for words though is the plans available; there is no plan for less than 1000kwh. The electric "companies" or should i say middle men have put together this gimmick with flexable usage rates as high as 18.9 cent per kwh if you use less than 1000kwh.... i can say nothing more except you really dont have much choice but to do the reserach, be specific and direct with what you want and when you are finished with the sales rep call customer service to help review all plans available. i don't recommend TXU AT ALL however what real choice do you have they own the poles (Oncor) * ( ”
August 30th, 2014
Hello We appreciate your feedback and value your concerns. Your local transmission and distribution utility provider (Oncor) is responsible for maintaining poles, meters and wires in your area no matter who your retail electric provider is. We now offer a broad array of products and services that may meet your needs. We would be happy to review your plan and your usage with you to see how we can help you. Please consider emailing your account an contact number to SocialMedia@txu.com.
HIGH Prices, Long Phone Waits, Horrible Service
“ My bill is due the 18th of every month. I get paid on the first and have called several times to request a date due change and have been treated poorly and scared out of changing a stupid date because for one month my billing cycle will be doubled until "they" can get it sorted. So, this month I paid 1/2 of my bill on the 30th and planned to pay the other half in full prior to the 18th. They sent my new bill out on the 12th (because they assumed the partial payment was it I guess) and have already charged me a late fee AND disconnect fee and it was done 6 days before my due date. They are not even giving me until the due date before they charge late fees. When I called to ask to have it removed the person on the other end told me no. No help. Hate TXU. Going to switch - after 22 years I've had it. ”
August 15th, 2014
Lucy - We value your business and here to help address any concerns you have with your bill. We would like the opportunity to take a closer look at your account details. Please contact us at SocialMedia@txu.com with your account and contact information so we can further assist you.
“ Girl came to my house to sign me up what appeard to be a better plan. They gave me a number and said I had three days to cancel. THIS IS A LIE! I called back in less than 40 mins. I was told if I cancel, I will loose power. I feel like I've been dooped! ”
August 14th, 2014
Shannon This is not typically how TXU Energy conducts business. Service providers who come to your home should provide proper ID so theres no question who theyre affiliated with. If youre suspicious, email FraudGroup@txu.com or call 1-877-460-7060. You can also visit txu.com/fraud for more info.
moved here from out of state-rip off!!
“ TXU have consistently billed me over 250 per month! That is absolutely ridiculous. The first month i was in the apartments from the 10 of december to 31st. My heat in my apartment was not even working and i even told the customer service rep that and i could get my apartment commmunity manager to vouch that it wasnt working for 2 weeks after i had moved in! my first bill for that month was $276!! for 21 days of service!! I was not told i would be under any type of contract to me that is unheard of to place someone under a contract for electricity! I myself am in the apartment industry and i work in uptown downtown are and of course when my new residents ask who i would recommend for electric service i NEVER EVER EVER recommend txu to anyone!! I will continue to not recommend them to my new residents as i get 40 new residents/lease per month and i will continue to tell people how much of a rip off this company is and they are scam artist who are all about the money!!! Please people do not sign up with them they are the devil!!!!!!!!! IS IT POSSIBLE TO GIVE NO RATING -0 ”
August 13th, 2014
Ciera - We value you as a customer and are here to help address any concerns you have with your bill. We understand that high bills are frustrating and would like the opportunity to take a closer look at your account details. Wed love an opportunity to walk through your bills together to identify opportunities to save. Please consider emailing us at SocialMedia@txu.com, include your account number and the best number to reach you.
Worst company I've ever felt with
“ I have been using TXU at my shop for a few years and recently started using them for my home and for going on 3 months I haven't received a bill it will pop up on the app then disappear, I call and they are telling me different stories every time first it's the wrong address and bill was returned, even though I've recieved numerous bills received numerous bills from them at same address, now the bill was almost $400 and they tell me reason I haven't gotten a bill is the people reading meter has not been reading the meter so I will be getting rid of TXU I'm tired of getting the run around all I'm trying to do is pay damn bill. ”
August 10th, 2014
A Brown We apologize for the inconvenience. We would appreciate an opportunity to further investigate both accounts. Please email your account and contact information to SocialMedia@txu.com. Were here to help!
“ Im a single mother with two kids. I switched to TXU because I thought that I would save money. Boy was I wrong. Everything was fine until it was close to me renewing my contract. I received a letter two months before my contract was going to expire, informing me that I will have a $350 deposit added to my last bill. Their reason for it was due to me paying my bill late more than three times. Never once had my service been disconnected. Late yes, disconnected never. I can totally understand if they told me I have to pay $350 deposit to renew my contract, but who tacks a deposit on a customer at the end of their contract? My deposit was 0 to start but 11months later I now have to pay $350. Never again. I would definitely not refer this electric company to anyone. ”
August 4th, 2014
Latoyia - Were 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, wed 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.
Overpriced and hidden charges
“ I was with TXU for 3 years. Every new contract the would up my price. Went from paying $80 a month to this last bill of $440. I have never had a late payment and my electricity use has stayed on average. Biggest con artist in Texas. Not to mention they went bankrupt and had to be bailed out. ”
August 1st, 2014
Due to inflation, prices on all sorts of products and services have increased over the years. You can lower your bill by being mindful of the electricity you use and by eliminating phantom loads. We have tips at http://www.txu.com/en/residential/energy-savings-solutions/phantom-load-tips.aspx and were here to help. We offer a broad array of products and services that may meet your needs. We would be happy to review your plan and your usage with you to see how we can help you lower your bill. Send your contact information and the best time to reach you to SocialMedia@txu.com and well contact you.
Something fishy with the EFL
“ I smell a scam going on witht the FlexPower month-to-month plan offered by TXU. I went online and could not access the Electricity Fact Label link on their website. This is a mandatory document that shows all the rates and conditions in $ figures. A quick glimpse showed the PDF document has zero kilobyte! Off course, the PR person who monitor this rating section would say that the document works right off bat just to throw us off, or that there's no need for an EFL with this FlexPower plan. Check that link out for yourself. It is strange that the most important document potential customers look at is not available on their site. The TXU call center guy I contacted was not helpful either. He mentioned he could not provide that critical document via email. Guess their reps would later keep refering to this non-working EFL for all their disputes with you. Until that EFL document works again on their site, do not subscribe to their FlexPower plan. ”
July 7th, 2014
Thank you for bringing the matter to our attention. We apologize for the inconvenience you experienced while trying to access the Flex Power Electricity Facts Label. We will work with our Web team to resolve the issue. In the meantime please email SocialMedia@txu.com and we will be happy to email you a copy.
300.00 a month for May not even hot yet
“ This is outrageous 300.00 for may and 80.00 more then same usage last year Good By TXU 30 year customer You suck ”
June 27th, 2014
Ron - Your business is important to us and we understand high bills can be frustrating. We recognize its a highly competitive market out there, and were proud to be leading the pack of providers. Wed love an opportunity to walk through your bills together to identify opportunities to save. Please consider emailing us at SocialMedia@txu.com, include your account number and the best number to reach you.
Still up to their old tricks!
“ I recieved the $350 welcome offer in the mail. The first one I threw away. The second one got me thinking about it. I had txu years ago and they were a ripoff then. I left them in 2005 and never looked back. The $350 was tempting until I read all the reviews. So thankful I read them! Obviously, theyre still up to their old tricks. They really need to be stopped from taking advantage of all these people. It should be illegal and they should be put out of business ”
June 17th, 2014
Maxine- We would appreciate the opportunity to address any concerns you may have and would like the opportunity to change your opinion. Our Welcome Bonus program is a wonderful incentive for new customers to show our appreciation for becoming a TXUE customer. Were the #1 choice in Texas for electricity, and we would love to have you as a customer. Please consider emailing us at SocialMedia@txu.com so that we can review our incentives for new customers.
“ This is my second review. IM extremely pissed off with this company. They signed me up for average billing that i did not sign up for! They never sent me a welcome packet. When i called mult times to check on pricing because my plan was up soon they never once decided to correct me on my exp date of my plan. So now of course because they are money hungry they want to charge me a cancellation fee of 150. Had id been correct then i would have waited to change my plan to another place. yes i will take some fault for not reading my bill saying when it was up I was a month off but idk how many times i said it was up on this date and no one in there office corrected me. Its sad that they would even take money like that from someone. I got papers in the mail regarding some crap with them so one that looks bad on them. and then you took extra money out each month. I will never do buisness with them again . now thanks to them i have to pay extra money that i dont have!! ”
June 13th, 2014
Terrible Service, Will lose my business
“ I am very, very disappointed in this company's service. I signed up for the free night plan, which at the time began at 10pm and ended at 6am. Months passed, and I noticed commercials on TV were now advertising that the nights now began at 9pm instead of 10pm, which is a big difference because those are the hours which I (and most others) use energy the most. I called to see if my plan was also adjusted to beginning at 9pm, only to find that it was not, and that they would not adjust it unless I completely renewed my contract with them for another year. In my opinion, if you are offering the same exact plan, with the same prices, then those already-paying customers should be the first to have their contracts adjusted to 9pm, as they are your loyal customers. Instead, it seems to be quite the opposite, where the loyal customers are put in the back of the line and forced to renew their contract entirely. Sure, that will make you some more money for the next six months, but you are losing me as a customer after that, and I will now be telling all of my friends to also not use your company as a electric provider in the future. I hope the extra hour of taking my money was worth it. ”
May 29th, 2014
Mehrad We strive to exceed customer expectation and hate to hear that youre disappointed in our service. Weve recently made TXU Energy Free Nights better by changing the free hours from 9 p.m. to 6 a.m. every night. Existing customers may qualify to swap to the new TXU Energy Free Nights plan from their current plan without penalty. We appreciate your loyalty and would like to see what we can do to help. Please email us at SocialMedia@txu.com with your account information and best contact number and we will reach out to you.
They destroyed my credit
“ I had great credit until recently because of TXU! I shut off my electricity in June 2012 cause where I was moving offered free electric. Whoever I spoke to at TXU I paid her my final bill and she told me I did not owe them anything else. A YEAR LATER I get a call from a collection company saying I owe TXU over $100! I did not receive ANY bills from TXU! I fought this for over a year until I finally paid it so my husband and I can get a house. And then today (May 22 2014) I get an alert on my credit report that TXU turned me in again for $56 dropping my credit score 35 points!! It takes YEARS to rebuild credit and thanks to TXU I'm starting over again! I will not refer any of my friends or acquaintances to this company ”
May 22nd, 2014
Ashley B TXU Energy has the obligation to report accurately to the Credit Bureaus. TXU Energy only deletes information from a customer's credit file, if the reporting was due to a TXUE error. Wed be more than happy to review your account to ensure that the appropriate actions have been taken. Please email SocialMedia@txu.com so we can assist.
“ I signed up with them a year ago when I bought a new house. I was charged $140 for the first 20 days when I was not even moved into the house. I called them and ask them to cancel service and they ask me to pay $300 cancellation fee. Representative whom I talked with was rude and was not trying to help me but he was interested in ripping me off completely. They promised me 13.9cents per kilowatt with free night and on my first bill (and all the other bills), I saw the charge of 18.5cents per kilowatt. I called and ask them why is that and representative responded rudely that I have to