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TXU Energy Retail Customer Service Phone, Email, Contacts

TXU Energy Retail
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3.3 110 Complaints
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TXU Energy Retail complaints 110

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6:35 am EST

TXU Energy Retail High billing

Last month's bill, about 300.00. This month's bill OVER 400.00 when I had two outages, plus a short outage and the temperatures were basically near the same. Chart on billing shows WATER heater being HIGH- -I have a SMALL water heater, live alone, whole bit. Called about getting THEIR meter check, said there would be a charge for this, when it is THEIR meter. TXU is totally ripping me off! Been a customer since 2006- -they don't care!

WORST customer service and over charges your account.

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8:12 am EDT
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When I moved to my home in 2022 I contacted TXU to discuss changing the month to month service my landlord had initially set up with the property. They told me I was being charged 14 cents per kwh and literally every other plan was more expensive so I chose to remain on the month to month. I don't know what happened because our usage has actually been le...

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9:09 pm EDT
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TXU Energy Retail Energy plans

07/18/2023 7pm

Went to powertochoose.org to get electricity contract. They showed 'Simple Value 12' plan. went to sign-up and after going through all the sign-up got a message and a number to call. Called number and got someone who informed me that plan was not longer available. Went online while we were talking and looked at the TXU website and it had the same plan and same rate listed. But the agent said the plan was not longer valid, and wanted to sign me up for a higher price. Canceled the sign up at that point. Do they regularly use a 'bait and switch' method to get people to sign up?

Desired outcome: Nothing, I went to another company that did not try the 'bait and switch'.

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Is TXU Energy Retail legit?

Our conclusion: TXU Energy Retail stands out for their exceptional legitimacy, according to ComplaintsBoard’s detailed analysis. This highlights TXU Energy Retail's reputation as a trustworthy leader in their field. Customers can rely on TXU Energy Retail's services, assured they're dealing with a highly reputable and fully legitimate company.

TXU Energy Retail earns a trustworthiness rating of 100%

Highly recommended, but caution will not hurt.

We found clear and detailed contact information for TXU Energy Retail. The company provides a physical address, 6 phone numbers, and 2 emails, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Txu.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Several mixed reviews for TXU Energy Retail have been found on various review sites. While some customers have had positive experiences with the company, others have reported issues with their products or customer service. It's important to read and consider a variety of reviews before making a decision to purchase from this website.

We looked up TXU Energy Retail and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

Txu.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from TXU Energy Retail.

However ComplaintsBoard has detected that:

  • Txu.com to appear inactive or unused, such as technical issues or a temporary shutdown. In any case, if you are having trouble getting a response from the company or recovering your money, it may be wise to take further steps to protect yourself, such as seeking a chargeback from your bank or contacting a relevant consumer protection agency.
  • TXU Energy Retail protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to TXU Energy Retail. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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7:30 pm EDT
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TXU Energy Retail No electricity

My husband passed and I was forced to move out of my apartment and switch my service to my new address. I was told I had to be put on a switch hold and it would take 24-48 hours after that I was notified they never received my documents. I resent them and was told it would take another 24-48 hours. Now I’m being told my switch hold was rejected. I have 2 kids and 3 cats we have no where else to go and I need to get them out of the heat. This is ridiculous! I have been a customer for over 4 YEARS!

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8:41 pm EDT
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TXU Energy Retail TXU bonus rewards digital card and physical card use and processing.

TXU promotes a bonus reward advertisement where you pay your bill and locks you in for 2 years. You hear nothing from them about the bonus and wait. Payment are made by you on time for 3 to 6 months, still you hear nothing from them. 3-4 months down the road you request use of the reward, and they say its processed and available. Nothing comes but you get an email saying your code needs to be activated and card or digital card is on the way. Nothing comes and when you call get nothing but the run-around. The call is either ended or you have called after business hours please call another time that is restricted to a time when working people that commute can't even be available to be on the phone. Meanwhile you keep paying the bill. On the phone they bounce you around until you give up because you work for a living to pay your bills and can't afford to waste time. Meanwhile you think each day if something happened to me, I still have to pay the bill, if I live. If I don't get better before the imaginary card expires, the promotion was a success for them. Yes, I am ready to change companies.

Desired outcome: 1. I want the funds posted to the account2. Release from the plan with no penalty or cost3. Stop wasting my time so I can find a more reputable company that is more affordable and easier to work with.

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1:22 pm EDT

TXU Energy Retail Retrieving your online password to log into account

Today, has been twice (4/20/23) I have tried to call to retrieve my pass word with the recording saying it would e-mail me a new one — never have received the e-mail. I cannot connect to my txu account — there was no reason to change my account and the password I did have doesn't work. Very poor service.

Tried a third time, still no e-mail sent from them. Been a txu customer for over 18 years now, guess they do not need my money anymore — other companies out there now.

Poor service!

Desired outcome: Send me my new password so I can check my own account!!

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11:05 am EDT

TXU Energy Retail Unauthorized plan contract

On December 19, 2022 i contact txu and was able to speak with Johnny to be enrolled in a promotion which was the txu Energy Season Pass 24 plan (50% 0ff for two months) which would expire in 60 days from the date of enrollment. On February 5, 2023 I contacted TXU and spoke with Brandy which I advised that I was on a promotion and would like to know the plan that they currently had. Brandy went on to tell me about the plans which I advised that they plans offered were to high and I no longer wanted it, I then disconnect the line. On February 28, 2023 I contact TXU again to see why I was enrolled in a now contract with txu that I did not authorized and was advised that I agreed to the contract for the plan. I then request to speak with a Supervisor, in which I was able to speak with Joseph. Joseph then attempt to explain the plan in which I advised that I did NOT agree or authorized to be in a contract with txu for 21 cpkw. Joseph then advised that he would place me on hold to listen to the call. Joseph came back to the line and advised that he would refer me to the Office of the President. Approx a week later I received a call from Connie with the Office of the President which provided me with plans and at that time I had to confirm with my mate. I have been calling and leaving message for Connie with no return call. I have spoke with Erma on March 23rd and was offered a Secure 60 plan or 5 yrs with the rate of 9.7 cpkw with no base charge. I advised Erma that the plan that Connie offered was lower and most definitely was not for years. I then contact the Office of the President back approx two weeks later after not receiving a call back from Connie and spoke with Nakia which advised that I could leave a message for Connie and she will personally deliver the message to Connie. " still no call back " . I contact the Office of the President back on April 7, 2023 and spoke with Nakia again and was able to advise her of the issue once again and told her that she was the last person that I spoke with. Nakia then attempt to provide me with plans at a higher rate then advised that she will again listen to the call in which I told her that Joseph the supervisor has already done that. Nakia advised asked if I would like to hold until she listened to the call or if I would like for her to call me back. I advised Nikia that I would like for her to call me back and I still hvnt heard back from Connie nor Nakia. I'm not willing to pay 19 cpkw

Confir#

Desired outcome: LOWER plan and that my bill be credited for the credit for the difference in the rate change of Cents PKW as of February 2023.

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2:36 am EST

TXU Energy Retail Billing/ customer service/ payment

I was told that when I signed up my bill would run around 175.00 to 180.00. I get my first bill it's 500.00? The second was higher that that as was the next. I got told pay it it we won't help you, deal with it it's not our fault, we don't have to check our meters they are smart meters and are never wrong.NOW they tried to charge my card without permission. They were told do not keep on file yet try did. Last I checked that's THEFT

Desired outcome: Due to the treatment and attempt charging of my card they were told not keep. They need to keep their word and stick to what they quoted my bill in the first place.

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Madshox
DENTON, US
Dec 19, 2022 10:15 pm EST
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Oh and I forgot to mention I have filed a complaint with the PUC board against TXU, I have and will continue to dispute charges that are wrong.

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K
8:07 pm EST

TXU Energy Retail Incorrect statement

I received my statement today. The amount had TRIPLED since last month. I don't have central heat and air. And NOTHING has changed in the way I have used my electricity except a Christmas tree, that is not on all the time. I've called TXU and they said my meter says I've increased usage. Buti haven't, they won't help me. I'm not sure if something is wrong with my meter or what but this is not correct and like I said no one seems to care. I can see maybe a little bit of an increase but not double and DEFINITELY not triple. I can't afford that, one, and it is definitely wrong! What can I do to have this checked out?

Desired outcome: I'd appreciate a response and to get this cleared up please

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8:33 am EST
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TXU Energy Retail Residential electric bill

I moved into a new apartment on 10/22/2022. The utility plan I was on with TXU was a 24-month plan. My bill at the beginning of the month from my previous address was $149.98, and estimated usage at my new address was $140.00. I paid my balance to $0.00 on 11/06/2022. I also added average billing and changed from receiving a paper bill to an electronic bill.

After this change, I observed the estimated weekly usage in the TXU app, the previous monthly usage began to be calculated as weekly usage. The first bill I have been issued is 4X my average bill ($566.00). I have finally figured out that when I converted to an electronic bill, TXU included all of my previous bills in my usage instead of a single monthly bill (At the time the miscalculation occurred, I had only been a customer for 4 months).

No one at TXU will review my bill and make an adjustment. The 3rd party who manages the external meters has replaced the meter, my apartment complex has corrected any maintenance issues that existed, but no one at TXU will accept the responsibility of viewing and correcting my bill. I have tried in vain for 4 weeks to have this corrected.

Surely there is someone who has corrected this kind of error before. It is clearly a billing error, and not a customer error. I want this problem resolved by a competent TXU employee.

Desired outcome: I want a correction made to my estimated usage, and my current bill to be averaged to the previous monthly rate at my old address in order for me to pay it.

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10:03 pm EDT

TXU Energy Retail Inaccurate meter reading

In September of 2022 without notice or communication, our meter was changed. The bill after the change was $1,400. We have been in our home 5 years and have never had a bill greater than $300. The company needs to look at historical data and make adjustments rather than threatening to disconnect service when it is clear that the reading is inaccurate. We need assistance with this matter.

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3:03 am EDT
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TXU Energy Retail TXU, Office of the President, Sharon

After being with TXU nearly two years, I received a bill for over 500$. It stated that $180 was a "miscellaneous" charge. I called and was told it was from last year (2021).

They stated that it wasn't paid (over a year ago). Now, also all of the sudden, it's on my credit and I owe it. Of course I can't afford the extra right now as my summer electric bills are already high.

I was told by the Sharon, secretary to the TXU President, that I could make a payment plan, and she would even remove from my credit. Now, I can't even get her to return my calls.

Desired outcome: I would like the outstanding amount be put on a payment plan and remove the mark on my credit-as promised.

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8:13 pm EDT
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TXU Energy Retail Electric meter/fraudulent billing practices

TXU energy (TNMP) failed to upgrade electric meter before ATT upgraded to 4 g service and the old meter no longer sent usage. Instead of sending someone to manually read the meter they estimated usages for three month. They finally sent a contractor to replace the meter. They underestimated the usage for three months and billed that additional charges on my next bill. The TXU bill started that I used 1500 kWh in three days. It was actually the charges from the past three months. I would expect that when TXU knows that they need to estimate your bill and change out your meter they would let you know in advance. Of course the additional usage are billed at the higher rate even though they did not occur in that month. This is fraud. Not to much to ask for a 100 percent correct bill.

Desired outcome: Credit for 1600.00 for incorrect billing practices.

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S.T.A. Stewart
, US
Oct 21, 2022 10:07 pm EDT

Our meter was replaced and we ended up with an outrageous bill also.

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problemswithtxu
Hickory Creek, US
Sep 06, 2022 1:10 pm EDT

You said that "they estimated usages for three months" because your old meter had not been sending its usage. Can you please tell me how you came to know that they had been estimating your usages for those three months? Also, you said that after finally replacing your old meter, TXU ended up billing you for 1500 kWh for three days usage (I assume this was for the 3 days that the old meter was still in place at the beginning of your new billing cycle?) and that the 1500 kWh "was actually the charges from the past three months." Can you please tell me how you came to know that information as well?

I believe I may have experienced something similar to your situation. I am trying to figure out exactly what happened and why my usage increased nearly 250% over what I had used the previous month and also over what I had used during that same month in the previous 2 years. I'm almost certain it has something to do with the new meter they installed at the beginning of the billing cycle (the cycle with the excessively high usage) and some kind of accounting error.

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8:31 am EDT
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TXU Energy Retail Payment not received

I always pay my bill early about two weeks ahead of time but my bill for August was not received 2022. I always send it to the Dallas payment center. I pay by Postal money order. Money Order number [protected]. Date of Money Order [protected]. Amount of money Order $161.61. It was sent on the [protected] it was not due until [protected]. I have contact TXU

Desired outcome: My desired outcome is that TXU will not add all these mistakes to my account

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1:33 am EDT

TXU Energy Retail Energy billing

They had a know meter issue and expect my parents to absorb the cost. Insane!

My parents are elderly and this months bill is essentially the same amount as their mortgage. Best we can figure out — since the only thing customer service was willing to discuss was a payment plan — the last 5 days the box was up they padded the billing to cover TXU’s mistake in running the bad box for so long.

After trying to call several times — since my dad has Parkinson’s and while he’s on the account — from years and years ago — he has no capacity to push back as the customer. No choice or voice. It’s like a bad analogy of what’s wrong in so many ways today. We were told we would have to get a power of attorney to even talk with customers service?!

The whole ‘TXU cares’ is such crap. All they care about is a payment plan to pay for their poor operations and management. Poor is too high a rating after today and the circus and stonewalling from their ‘service’ line.

Thanks for making my 76 year old mother freak out over paying for your mistakes! Pathetic. New motto suggestion: TXU Energy Bill=Elder Abuse

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5:11 pm EDT

TXU Energy Retail Electricity

My bill this month is $15 higher than the previous month even though we were out of state for 4 of those days and every single weekend in that time we were not at home. They just come up with whatever figures they want and the bill each month is always higher than the previous.

My plan is also supposed to have free nights after 8pm or whatever they advertise.

Desired outcome: To stop being a shady company.

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Update by Alicia Dillard
Apr 13, 2022 5:12 pm EDT

Oh yea, this is also for a 1 bedroom apartment.

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3:16 am EDT

TXU Energy Retail Overpayment

I made a payment today and it was for $152 dollars over the amount of the payment spoke with a representative and he could not issue me an immediate credit back to my debit card. He had to create a case to request someone to call me on a weekday.

I requested a supervisor and held on for about 20 minutes and he came back on the line and babbled for about 2 minutes, and someone comes on the line and repeats the same rehearsed speech given, that someone would contact me by Monday. I requested that he call me, and he would not commit to handling my issue.

I am very disappointed as a customer that I could not be refunded my funds that I overpaid. I may consider another provider.

Desired outcome: Please contract me first thing on Monday and issue an apology and issue me my refund. Please consider changing this unproductive policy for issuing refunds.

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1:22 pm EST
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TXU Energy Retail TXU Electricity Bill - Over charge - False reading

I recently moved from New Jersey to Irving, Texas and my electricity provider is TXU, I have received $550 bill for 28 days of 2 BHK house, where I am only using one single room. TXU here am seeking for help and cannot afford this much amount of bill. Your inital reading is not correct and there is some electricity theft.

I can't pay this much bill.

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2:24 pm EST

TXU Energy Retail Disconnection Notice Fee

A disconnection notice fee has been applied inconsistently to my account. Also, the fee amount is exorbitant.

When I have made a late payment, a late payment would apply. On top of this, a "disconnection notice fee" was applied - most of the time. And sometimes it was credited back, per the bill. I noticed this recently after looking at 2 years worth of bills. At other times, I'd have the late fee, but no disconnect notice fee. What justifies this notice fee is a mystery.

The amount of the disconnect notice fee is $9.95. This is exorbitant. It is a matter of sending me an automated email which, by the way, I never received more than once. According to my bills, I should have been given this notice pretty much every month for the past two years.

Desired outcome: I want the $9.95 disconnect notice fees reimbursed. There are 20 of them, equaling $199.00.

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12:09 am EDT

TXU Energy Retail One month or electric service single family house over $900

Over $900 electric bill for one month of electricity. Had covid no work called for help and reason bill was so high. On hold for hours several times. Told no help sorry call churches. Have to pay or get shut off now I have a change off on my credit report! I don't understand. There are so many complaints file already against txu for overcharging. This was on tv and In the newspaper. Switched to another company and have never had a high bill again.

Desired outcome: Remove from credit report

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Michael Lowe TX
, US
Jan 17, 2022 2:30 pm EST

Who did you switch to?

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Overview of TXU Energy Retail complaint handling

TXU Energy Retail reviews first appeared on Complaints Board on Oct 16, 2006. The latest review High billing was posted on Dec 22, 2023. The latest complaint txu a/c heat protection was resolved on Mar 23, 2018. TXU Energy Retail has an average consumer rating of 3 stars from 110 reviews. TXU Energy Retail has resolved 63 complaints.
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  1. TXU Energy Retail contacts

  2. TXU Energy Retail phone numbers
    +1 (800) 818-6132
    +1 (800) 818-6132
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    Residential
    +1 (855) 750-0899
    +1 (855) 750-0899
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    New Customer Sales, Residential
    +1 (888) 399-5501
    +1 (888) 399-5501
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    Business / Commercial
    +1 (855) 881-0489
    +1 (855) 881-0489
    Click up if you have successfully reached TXU Energy Retail by calling +1 (855) 881-0489 phone number 0 0 users reported that they have successfully reached TXU Energy Retail by calling +1 (855) 881-0489 phone number Click down if you have unsuccessfully reached TXU Energy Retail by calling +1 (855) 881-0489 phone number 0 0 users reported that they have UNsuccessfully reached TXU Energy Retail by calling +1 (855) 881-0489 phone number
    New Customer Sales, Business
    +1 (800) 316-2135
    +1 (800) 316-2135
    Click up if you have successfully reached TXU Energy Retail by calling +1 (800) 316-2135 phone number 0 0 users reported that they have successfully reached TXU Energy Retail by calling +1 (800) 316-2135 phone number Click down if you have unsuccessfully reached TXU Energy Retail by calling +1 (800) 316-2135 phone number 0 0 users reported that they have UNsuccessfully reached TXU Energy Retail by calling +1 (800) 316-2135 phone number
    Property Management & Apartment
    +1 (800) 711-9112
    +1 (800) 711-9112
    Click up if you have successfully reached TXU Energy Retail by calling +1 (800) 711-9112 phone number 0 0 users reported that they have successfully reached TXU Energy Retail by calling +1 (800) 711-9112 phone number Click down if you have unsuccessfully reached TXU Energy Retail by calling +1 (800) 711-9112 phone number 0 0 users reported that they have UNsuccessfully reached TXU Energy Retail by calling +1 (800) 711-9112 phone number
    Construction & Builder
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  3. TXU Energy Retail emails
  4. TXU Energy Retail address
    6555 Sierra Drive, Irving, Texas, 75039, United States
  5. TXU Energy Retail social media
TXU Energy Retail Category
TXU Energy Retail is related to the Energy and Power category.

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