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Nicole Rogers / TXU Complaint

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Contact information:
RE: Acct #[protected]

To Whom It May Concern;

I was completely dissatisfied with the service of my last electric company. I was frustrated with their inconsistent billing and high prices. I was so frustrated that after watching a commercial about people returning to TXU, I knew I had to switch immediately if I wanted to be happy. I was eager to become a customer and I signed up with TXU in November 2008.

Until recently, I thought things were fine with TXU and their relationship with Oncor. That was until; I received a bill around March 11, 2009 that stated that I owed $15, 324.48 to TXU (which includes charges from Nov. 2008 through Mar 2009). Without saying, I was shocked that I could use so much energy in a 1700 square foot home. After numerous calls made and being placed on hold for long periods of time, I finally received a call back from TXU supervisor Richard Kelley on 3/25/2009.

Richard Kelley was very professional and detailed as to why I had been charged so much. He said that ONCOR, on several occasions, changed out my meter with the wrong meter at least twice. ONCOR had repeatedly changed the meter and reported the wrong information to TXU. Richard stated that the charges included fees from November 2008 through March 2009. Richard informed me that my bill had now been readjusted from $15, 324.48 to $506.11 and that TXU was offering me a “PAYMENT PLAN”. The payment plan would give me an opportunity to pay “BACK CHARGES” from the mistake that both TXU and/or ONCOR had made. Imagine, the customer having to pay for the mistakes that the company made?

Here lies my problem—I do not like the fact that I have been asked to pay back charges on something that was never my fault from the start. At no time has TXU interrupted or threatened to interrupt my services. This proves that I have been paying my bills in a timely manner and I have no problem with paying bills. I believe that it is completely unfair and possibly out of contract to be asked to back pay bills, that were never my fault.

I am requesting that TXU/ONCOR revisit my account and their level of communication with one another. I am also asking that TXU/ONCOR would partner with one another and review kilowatts usage prior to billing reporting/cycle. TXU/ONCOR should consider these suggestions and know that a customer should have to pay for the mistakes that a company has made.

I am not asking for you to refund me any money or lower your prices. I am asking that you would not make me pay back charges that were not my fault. Please contact me asap regarding this matter and hopefully, with my new bill. Please be advised that TXU, ONCOR, the local news stations, and other professionals have been informed about this mishap.

As a valued customer, I expect a timely response with a sensible solution.


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A  25th of Mar, 2009 by 
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OMG! I had the same thing happen to my Feb.09 bill. I had to pay $700.00. Our bill is normally in the range of 250-350. They also sent that bill due Feb. 11th and my prior bill was due Jan. 31st and the one before Jan. 4th. Everytime I call they give me the run around and say it is oncor's fault. So I asked for oncor's # and they said they didn't have it. Yeah right, give me a break, how can you do business with a company and not have thier phone #? I looked it up online and called. Oncor said it was TXU's fault. big suprise. TXU does not care about their customers b/c if you change your "electric company" TXU is still providing the service and still making thier $$$$$. The whole company sucks! I hope you can get something done! I just gave up and paid for thier mistake and paid an extra bill.

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