Consumer Issue-TXU Energy
Dishonest, Misleading & Disloyal!
I have been a TXU customer for an estimate of six years and don't plan to make it seven. I opened my TXU bill for February on January 28, 2021 and the amount of $544.65, usage of 3315 khw. I thought they charged me double, so I called TXU thinking the amount would get adjusted immediately. Instead, their apologies were turning into excuses, realizing customer loyalty didn't matter. Centerpoint came out the next morning, turned off my electricity for a meter test, requested by TXU, without any notice . I am on time with payments, so I knew that wasn't
the reason, so I immediately went to the meter, where I asked the Centerpoint representative why he turned off my electricity. He was doing a meter test and due to Covid-19 he couldn't come to apartment door to inform us. After our conversation, I learned he had installed a new smart meter on September 20, 2020, the same date I transferred to this apartment. I confirmed the installment date with three TXU customer representatives, two supervisors and a senior manager. I was told the smart meter is working correctly and I would have to pay the due amount. This amount was double from All my past monthly bills and compared neighbors usage with same floor plan, of which was around 1400 Khw for that billing cycle. I spent several hours on my TXU account dashboard, where customers are told the information is accurate & able to track real time usage, showing an estimate during billing period and an actual at the end of billing period. I manually added all daily usage/cost from my TXU dashboard for February's invoice and the total was half of what was showing on bill for Total due. Supervisor & Manager confirmed the mistake, only to tell me they had to open a new investigation ticket with Centerpoint. I stated several times, I am a TXU customer, not a Centerpoint customer, and why do I have to wait on what they decide about my TXU issues, when TXU is their customer, not me. After my research, I found misleading information on several past invoices, needing explanations, only to receive dishonest answers.
My first day of electricity usage, starting the bill cycle at the new apartment, of which was the same day the new smart meter was installed(September 20, 2020). No other Meter ID should be on any of my bills for this location and the first billing cycle ended October 20, 2020, Due November 11, 2020. When I reviewed the first bill, it showed an Actual reading from old smart meter ID, that was replaced on September 20, 2020. My December 2020 bill shows old meter ID with estimated reading. My January 2021 original invoice(usage dates Nov. 18, 2020 to Dec. 21, 2020) is the first invoice showing new smart meter ID, of which is the only meter that should be receiving data for my apartment. This bill also showed corrections for Nov.& Dec 2020(already paid), and showing Actual readings from New meter ID. TXU, states on "my account dashboard", "your monthly bill provides your official usage as
determined by your local transmission and distribution utility" and is the Original invoice with accurate, Actual readings and other information. As I stated above, my February 2021 bill was a Big Shock, showing usage of 3315 khw, Amount Due $544, double from any bill in 6 years as a TXU customer. While waiting for Centerpoint to complete their investigation, requested by TXU, I received my March 2021 invoice, showing corrections, for February, along with new Actual readings for all past paid invoices at new address, Oct, Nov, Dec 2020, Jan. & Feb 2021(the adjustments for February were divided and placed in Dec/Jan paid invoices). All corrections are showing Actual readings from New meter, installed on September 20, 2020 and making changes for 3rd time. After many hours reviewing the invoices, phone conversations with TXU representatives and consumer support representatives, I am upset and will Not allow TXU to bully their loyal customers, especially when TXU are not following their own policies. I filed a complaint with Better Business Bureau(BBB), Public Utility Commission(PUC) and Attorney General's office, all have opened investigations. TXU needs to take responsibility for their misleading, dishonest and disloyal actions. I paid All of the Original bills and don't understand how TXU can keep changing bills that have Actual readings. I have all original invoices, invoices showing the changes and other documents pertaining to this matter. How do you trust billing information, if continuously changed. Stay far away from TXU and don't allow them to steal money from you, like they did with me. If they do not fulfill my request that I stated in my letter sent to their registered agent, I will see them in a small claims court.