The complaint has been investigated and
resolved to the customer's satisfactionResolved TXU Energy — Customer Service
resolved to the customer's satisfaction
After a high pressure door to door salesman repeatedly came to my house, I agreed to switch to TXU as my electricity provider. After locking in a 12 month contract with a penalty for early cancellation, I realized the salesman misrepresented several things to me, including the amount of my rebate and the cost to cancel with my old provider. Basically, it cost me money to change to TXU. When I complained and provided proof of the misrepresentations, TXU told me "too bad".
A year later my contract has expired and I went online with TXU and selected a new plan for a slightly lower rate. One day later, after locking me in, I receive a letter from TXU that says "thanks for selecting our new plan. By the way, since you have been late at least once in the past 12 months we need a $400 deposit". If I had just chosen to go month-to-month and not selected a cheaper plan I would not have been charged a deposit. I called TXU and the representative said "I can waive that. That was just charged because you did that online". Hey guess what - she was wrong and she didn't waive the deposit. When I complained to TXU I was again told, just like last year, that their employee was wrong and I was stuck with the charge. And, once you pay a deposit, they will keep the money for 12 months. If you are late EVEN ONCE during that 12 months they will extend the deposit time for another 12 months. In essence, never be late, even a day, or your deposit will be theirs for another year. Yet you also pay a late fee each time. Plus “Jay” (employee id 17378) responded to my complaint about the new deposit by rudely asking me “Do you EVEN read what we send you??”
So basically I have chosen TXU twice, and both times it’s ended up COSTING me money. TXU's customer service is non-existent and they can apparently make promises to you that they will not back up. Even though I have their door-to-door salesman’s promises in writing, and even though the promises their employee made to me were on a recorded call, TXU’s response is “oh they were wrong”. I cannot believe I signed up for another 12 months. This will be the last time.