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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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TXU Energy Retail Early Termination fee after 27 Years!

Avoid this company at all costs! My wife and I have been married for 26 years. I was a TXU customer prior to my marriage, then after I was married as well, totaling 27 years straight. About three years ago, I switched our service to another company with a lower rate, then received my final bill from TXU which included a $200 ETF! When I called to question how in the world could I have a $200 etf, the rep told me I had broken my contract. I asked what contract could I be in that last 27 years. The rep said they had called my wife the month prior and advised her my plan had expired? Again I asked what plan was I under that ran out after 27 years and was told we were under a 2 year plan, asked for a manager and was told there was none there and I would have to pay the fee. I didnt pay and never will and have been advising anyone and everyone I know to avoid this company. It amazes me that a company you have done business with for 27 years and paid thousands of dollars to over the years would treat a customer in this manner. They placed it on my credit report, then renewed it again 2 years later. Avoid this company!

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Callen Elliott
, US
Sep 13, 2019 6:34 pm EDT
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I like the resolution statement up at the top as well. This is ridiculous. They never try to reach you and if and when they do, they talk to you as if you are a criminal and you stole something. They are the only crooks I see here. Terrible company and will never use them again.

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Callen Elliott
, US
Sep 13, 2019 6:32 pm EDT
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I am also experiencing the same problem. I paid my final balance of $183.00 yesterday and today they are calling harassing me about a $450.77 charge still owed. The bill does not state what this is and the customer service reps I have dealt with so far are in, no way, customer service! This is very upsetting and has put a damper on my Friday evening with my family!

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Jason Argonaut
, US
Oct 01, 2015 5:33 pm EDT

I am going through a similar issue with TXU right now after being a customer with them for 15 years. TXU is a bunch of thugs and slugs. I will never sign up with them again. Went to Reliant, and now have energy bills about 60% of what TXU was charging. Avoid TXU, as they will not hesitate to stab you in the back. And where is my security deposit after all of these years? Part of the CEO's bonus plan perhaps?

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tavuon76
, US
Oct 11, 2011 4:45 am EDT

Only $200? Lucky you, I get an added charge of $1029.25 noted average monthly bill balance from TXU. Not even an explanation for this charge. I assumed it's for cancellation because I recently switched over to Reliant upon realizing I was paying at least $100 more each month after talking with my neighbors. This isn't the first miscellaneous charge I've disputed. But I hope it's the last I have to deal with this company. Where are the regulators?!

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Greg@TXU
Dallas, US
Oct 03, 2011 2:23 pm EDT

I would like to see if I could help. Please email me at greg@txu.com so we can discuss.

Thanks
Greg
TXU Energy

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8:28 pm EDT
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TXU Energy Retail Added 650.00 dollars to account without customer knowledge

Added 650.00 dollars to account without customer knowledge. account was set up for an agreement but was unable to make the payment at that time so they chose to charge our account a deposit which was not informed to us the customer instead we receive to different bills with two different amounts. Then when we asked for help or extension we were not granted the request because of prior late charges which does not seem fair for a customer who has had this service for more than 9 years it just does not seem fair as a loyal customer for so long. That is why we are thinking of changing service to someone who will respect us as a customer.

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mrs.cabrera
Terrell, US
Jun 03, 2016 8:24 am EDT
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account was set up for an agreement but was unable to make the payment at that time so they chose to charge our account a deposit which was not informed to us the customer instead we receive to diifferent bills with two different amounts. Then when we asked for help or extention we were not granted the request because of prior late charges which does not seem fair for a customer who has had this service for more than 9 years it just does not seem fair as a loyal customer for so long. That is why we are thinking of changing service to someone who will respect us as a customer.

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DELORES TRIMBLE
Dallas, US
Jan 27, 2012 7:16 pm EST
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STATEING THAT I OWE A TXU ELECTRIC 150.33 WHICH I DON'T I HAVE HAD THE SAME ELECTRIC COMPANY WHERE I LIVE FOR 7 YEARS.

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Greg@TXU
Dallas, US
Aug 17, 2011 8:23 pm EDT

I would like to see if I could help. Please email me at greg@txu.com so we can discuss.

Thanks
Greg
TXU Energy

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Greg@TXU
Dallas, US
Jun 03, 2016 8:24 am EDT

Ms. Cabrera,

I am sorry to hear about your issue with our company. Please email me at greg@txu.com so we can discuss.

Thanks,
Greg
TXU Energy

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6:38 pm EDT
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TXU Energy Retail billing

We received our bill last month and it was 371.32 and I was researching other options because we cannot afford that amount. I spoke to TXU on July 13th and we decided on a new plan that would lower our monthly bill and I just received our new bill which is 480.77. I called TXU and they explained that the new rate didn't start until August 1st. That is wrong the whole reason for changing was to lower my bill which should be immediate which was not explained. I felt like they could help me a little and that was not the case today they just said to bad and gave me another number to call. I took the initiative to search for cheaper alternatives and when their employee doesn't follow through on explanation I have to pay NOT RIGHT...I will not recommend them and would like to find a different company that will be caring and understanding...Eunice and Shirley Coats

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wwb
,
Nov 06, 2008 10:39 pm EST

Long time, never late customer. Nearly 2 weeks of no service due to Ike. Next bill is "estimated" and way more than reasonable. TXU, when called, said just pay half and we'll work it out next cycle (they could not read the meter because of storm). Fast forward to next month. They charge a late fee, threaten to cancel service if not paid, and say on statement that the extension was my idea!

Calling support (Philippines) was not a customer-friendly experience ("supervisor"). Refused to even apologize saying it was "out of their control" - what a way to make a custoemr furious! I'll be moving to another vendor ASAP. TXU=Totally Clueless Utility

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wieg6304
hurst, US
May 03, 2009 12:49 pm EDT

TXU has taken $285.00 out of my checking account that was not owed and when I call to check on the status of the investigation that was 2 months ago, all they do is repeat what has been noted to my account. This is theft and we as consumers are victims of theft! I have been a customer of TXU for 8 years and cannot believe this bad business. Since, I have no voice in the situation, protect yourself and DO NOT use TXU as your electricity provider.

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pahenderson
Fortworth, US
Feb 10, 2013 4:21 pm EST

I was ripped off by TXU today, I was having problems in Paying my bill and was asking for more time to make a payment due to sickness and no income, I talked to a 'Marcus' he lead me to believe If I made a deposit $170 payment he could give me more time to pay the balance of my bill. So I gave TXU the last of all my money in the bank that I had, once the payment was confirmed, this 'Marcus' person then told me he could not help me anymore and if I don’t want my lights for go out I needed to pay another payment $340 quote "Marcus: We are not able to set another payment plan for you since the system will not allow us to create another one, please contact us at [protected] to set up a payment plan directly with a supervisor in case you need more time to pay. Then signed off. so now I have no money in my bank or any way to get any by legal means and I am about to be CUT OFF as well and All I did was request was more time to pay now I am out of money out of lighting and heat and out of time, it’s not that I did not or could not pay all I needed was 10 days for the next pay check and this account would have been settled in full not to conned out of what funds I had and left in the dark.

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Greg@TXU
Dallas, US
Aug 05, 2011 9:18 pm EDT

Ms. Coats,

I would like to see if I could help. Please email me at greg@txu.com so we can discuss.

Thanks
Greg
TXU Energy

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RBC81
Lancaster, US
Aug 14, 2009 11:48 pm EDT

It's sad really - TXU (used to be TU Elec/TX Power and Light...) used to be such a good company. Best customer service ever...now it is undeniably the worst.

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wieg6304
hurst, US
May 03, 2009 12:50 pm EDT

txu is aweful

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11:36 pm EDT
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TXU Energy Retail late bill claim

From [protected] I was a customer of TXU Energy in Fort Worth, TX. During that time I had my share of problems but nothing was too major or uncommon. In September of 2008 I switched my power company from TXU to another company. I did not receive my final bill until I called TXU and they stated that I had a $0 balance. I assumed that my new power company had switched over usage and overall I did not think too much of it. In March of 2009 I received a call from a collections agency stating that I had a balance of over $200 due to TXU. This came out of the blue with no other written, verbal, or electronic communication from TXU. I then called TXU back and asked why I had not received any kind of communication from them about the bill, which they did not have an answer to. I asked if all of my information in their system was current, which it was including the address, phone number, and email address. After some frustration with people on the phone from TXU and the collections agency I paid the bill.

Then September of 2009 hit. I went to buy my first car and when they pulled up my credit score they said that an outstanding TXU bill was on my credit and that it hurt my score by OVER 100 points. I then called TXU again and was told that no in fact my balance had not been paid. During the time between my first call in March and September I had moved and somehow I could not find the confirmation number from the collections agency. I never received a paper saying it was paid, but I was deducted the amount from my bank account. Once I was back on the phone with TXU, they stated that they could not take another payment of mine to close the account but that I must go through the collections agency first and then call them back to make sure everything was taken care of. So I paid the bill AGAIN with another late fee attached and made sure I received a statement from TXU stating that my bill was paid.

All in all I paid the energy bill 2 if not 3 times and my credit score is still almost 100 points lower than it could of been for the next 7 years because of their inaccuracies and poor communication. It hurts my ability to receive a good interest rate on the house I am under contract for, I cannot get store credit cards such as Target or Sears. In defense of my credit, I have had a credit card for over 10 years, balance always paid, and with a credit limit over $9000. I bought a new car and have been current with payments for over 2 years and I have no other negative things affecting my credit. It is amazing to me how one company, one bill, can practically control my credit score, rating and ability to be approved for things for 7 years.

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Greg@TXU
Dallas, US
Jul 29, 2011 1:50 pm EDT

I would like to see if I could help. Please email me at greg@txu.com so we can discuss.

Thanks
Greg
TXU Energy

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11:07 am EDT
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TXU Energy Retail Quick, get his money beore he dies!

I have been a TXU customer for over 4 years and hadn't had a major reason to complain about their service until was diagnosed as being terminally ill and was no longer able to work. Upon learning that I was terminally ill, TXU immediately applied a $600 deposit requirement to my account after I missed the due date for one bill by a week. Perhaps I shouldn't have told them that I am dying and that the medication that keeps me alive needs to be refrigerated. Anyway, when I couldn't immediately come up with $600 plus the cost of the electric bill (around $260) they turned off my electricity even though I told them that I was able to pay the bill for power used but wasn't able to find the money for the deposit they insisted upon. Their customer service reps understand very little English (I believe they are located in India or Pakistan) and even the supervisors exhibit no signs of being human beings. They want their money and if they get even the slightest hint that you have a medical issue they will turn off your supply and impose a deposit so huge that no one who has real medical problems can afford to pay it. Don't get me wrong - I am happy to pay for what I use even if it takes me a few extra days to find the money. But to be told that I need to pay my bill plus future bills 3 months in advance "just in case I die" is inhuman! I would advise averyone who is not in their mid 20's to stay well away from TXU. At the first sign of any medical problems they will cut you off without a second thought!

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Greg@TXU
Dallas, US
Jul 08, 2011 1:59 pm EDT

Mr. Hill,

I would like to see if I could help. Please email me at greg@txu.com so we can discuss.

Thanks
Greg
TXU Energy

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7:56 pm EDT
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TXU Energy Retail Unfair practices

I was disconnected for not paying my electricity bill of $123.47, a payment made by direct deposit on the 4th April 2011 from my bank account, I got a failure to pay notice and disconnection on 16th April 2011 and after spending over 2 hours on the telephone to TXU customer service and explain that this bill was paid with conformation code from my bank the service was disconnected. I have paid my Bills on time every time and due to some computer error on TXU’s part I was disconnected and was asked to pay a deposit of $600.00 to be reconnected. I am not in a financial position to take this through the courts

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4:44 am EDT
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TXU Energy Retail over charging

I am a rental property owner, the only time the electric service is in my name is durning vacancies. My unit was vacant for 2 1/2 month during oct 15, 2009 through Jan 7 2010. I recieved a bill from TXU 1 yr and 3 months later stating that I own them 799.00 for my usuage during that period of time. Keep in mind this unit was vacant durning that time. I call them and told them this must be a mistake, they told me I have to pay this amount, there is noting the can do. They said they sent me a bill in Jan 2010 with this charge, which I never recieved, even if this bill was lost in the mail why would they wait 1 year and 3 months to send me a letter. What kind of business pratice is this. Now because it has been over a year they say there is no way to determine if the meter was read wrong or reasons for this. If they had not waited over a year to bill me maybe this could have been resolved a lot sooner. There is no way a vancant 1200 sqft home can use 800.00 worth of electric in a two month period, when it is vacant. They have the worst customer service I have ever seen,

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Greg@TXU
Dallas, US
Mar 22, 2011 1:56 pm EDT

Sorry to hear that you are having issues. I would like to see if I could help.

Please email me at greg@txu.com so we can discuss.

Thanks,
Greg
TXU Energy

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2:39 pm EDT
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TXU Energy Retail Ignores credit letter requets

I have purchased a house that we are going to remodel and flip in Keller Texas. The electric provider is Tri County (TXU is not a valid option) as a result I need a letter of credit, so I don’t have to pay a deposit; from TXU my electric provider at my house in Irving for the last 6 years. I have made 5 phone calls over the last two weeks now and TXU Simply Refuses to send me the letter, or address the issue.

For the last two weeks I have been using a generator that I borrowed from a friend, all because of “Power Inc.” and there not wanting to lose a customer in a move.

Can you help in motivating them to do basic, decent customer service?

Copies of this letter are also being forwarded to the BBB, all local news outlets, as well as may customer complaint sites as I can locate. This is just wrong on so many levels.

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Greg@TXU
Dallas, US
Mar 17, 2011 1:51 pm EDT

I would like to see if I could help.

Please email me at greg@txu.com so we can discuss.

Thank you,
Greg
TXU Energy

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8:00 am EST
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TXU Energy Retail TXU PUT ANOTHER PERSONS BILL ON MY CREDIT!!!

I received a letter from TXU stating that i owed them for a bill at an old address. The dates for the bill that the electricity was charged, I was not occupying the residence.

I called TXU and they told me that I could have more than one account in my name and that they received a letter from the resident there stating that this was my bill. I was then told that in order for them to investigate this, I would have to send proof that this was not my bill.

I sent a copy of the lease with the residents name and info that were living at the residence at that time, copies of receipts of their down-payment and rent payments, even a letter from the landlord stating that she was renting the property to the resident at that time.

I also sent copies of bills that i was currently paying with the new address that I moved to. Also sent a copy of the moving service bill with the date stating i had moved from this location the year before the bill in question.

During this time, I had my own service through TXU at my current residence.This is the same service that was transferred when i moved. I was current on my TXU electric bill when i received this letter.

I was never told that if i didnt pay the bill, even though it is under investigation, that my electricity will be shut off. I never received the results from the investigation.
My electricity was then shut off because I didnt pay the bill that was under investigation.

Since then, this bill has been put on my credit. I sent all the info they asked of me. It is UNACCEPTABLE that a complete stranger is able to write a letter and pawn their bill onto someone else!

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TXU Energy Retail delayed billing, incorrect meter reading, not returning credit

TXU is the most crooked electric company there is. My problems started with TXU when they put me on a delayed billing (which I didn't not ask for) in late 2009. I would receive a bill the early part of the month which would not be due until the latter part of next month (example, would receive the bill in January 6 wouldn't be due until Feb 27) before the bill date was due I'd receive another bill (received Feb 6 not due until March 27). Called them many times to see why this was happening. Was told I was on a delayed billing plan because they were "updating" their system. Told them I didn't want on that plan to take me off, I wanted the bill to arrive beginning of the month due at the end of the month like normal, long story short . . . every month I called for the same reason. And even though I was on "averaging" my bill was always around $250 - $350 but the total amount due according to them was around $700 because of the 2 bills associated with "delayed billing". Even when I paid it before the due date, they had their system so messed up my bills were always around the $700 mark. In May 2009, I was charged twice! They said it was because of the billing system and that I was responsible for it. Now mind you, I still hadn't been able to get off the delayed billing plan even though I've called every month! Finally at the end of July I was able to get off the plan and was required to make 3 payments to get caught up for that month to have a "normal" billing cycle! Absolutely boggles my mind, I know damn well I've paid at least 1 to 2 extra months but try explaining that to the customer service department. They're response was . . . you don't understand, let me explain your bill to you. I understand all right, you're ripping me off!
Got off averaging because of the high bills every month (I really think they rip you off with the averaging thing) only to lose $80 because the bill was $220 (averaging for the month) when the actual bill was $134.00 and I had a $17.13 credit. Was told to pay the $220 because when I received the bill I was still on averaging . . . was reassured that I would get the $80+ back on the next bill and then my bill would be month to month like normal. I have yet to receive the credit back, they tell me that they don't owe me any credit.

To keep the electric bill down, I've been freezing my ### off the last 2 months with my thermostat set at 60 to 65 for a few moments to get the chill out and then it's off the rest of the day and night. (Yes, even when we had the snow and ice and got down into the teens). My bill went from $134 (Dec) to $179 (Jan . . .even though nothing had changed over the last month) to $240 this month. They tried to tell me that it was the appliances, then it was because the thermostat was set at 60 to 65 and the heating element had to work double time even though it wasn't on very long, then was told that it was the same as last years even though I was on averaging and kept the house nice and warm and this year I froze. Son read the meter an according to my records I'm being over charged 685 kwh. They're sending someone out to re-read my meter (at my expense) but I doubt very much if I get any response to TXU. What a rip off company. Will definitely be switching when my contract is up in November. Never had a problem with them until this past 1½ years and I've been with them since 1988. TXU definitely needs to be investigated!

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Greg@TXU
Dallas, US
Feb 14, 2011 1:54 pm EST

I am sorry to hear about your frustrations with our company. Please email me at greg@txu.com so I can look into this matter for you.

Greg
TXU Energy

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9:16 pm EST
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TXU Energy Retail business misconduct

Today we received a bill saying we owe $1, 311.97. Our bill averages out about $250 to $290 a month, we have never been disconnected or any thing of that nature. When we called to find out why our bill was this high we were told that we had to pay a deposit since we have been late twice in the past 12 months( only 2days the first time and 1 day the second time due to how our pay periods from our employers are, we are a paycheck to paycheck family). We never signed anything to acknowledge this and this policy is nowhere on the paperwork provided to us. Due to our long standing service with them we were told years ago that a deposit wasn't necessary and it was waived. What kind of practice is this? We now have until Dec. 29th to pay the deposit, this month's bill and $200 of next month's to keep our electricity on. We have 2 15-month old babies and a 10 year old that we now have to figure out what we going to do with since our electricity is going to be cut off...who do we contact to defend us from this company?

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Update by subliminal_threat
Dec 22, 2010 2:15 pm EST

Greg,
we appreciate it but is this going to be another round of insanity that we have been dealing with for the past 2 days?

Update by subliminal_threat
Dec 21, 2010 6:23 am EST

I went to no avail, my wife is going when she gets off of work tomorrow...she stayed on the phone with them all afternoon to only get "we will call you back in a few minutes" response and then we never got a call back.

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Greg@TXU
Dallas, US
Dec 22, 2010 3:26 pm EST

We would like to research your account further to help resolve your issue, however we cannot locate your account without more information. Please email me so we can discuss.

I am sorry for your frustration and again I would really like to help .

Thank you,
Greg
TXU Energy

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Greg@TXU
Dallas, US
Dec 21, 2010 9:27 pm EST

I am sorry to hear about your experience with TXU Energy. I would
like to help you resolve your issues. Please feel free to email me at
greg@txu.com with a contact number and I will be happy to contact you
at your convenience.

Thank you,
Greg
TXU Energy

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Trissycat
Flagstaff, US
Dec 21, 2010 2:32 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Have you tried going down there in person and talking to them?

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TXU Energy Retail Billing and Customer Service

OMG... I have just given up with TXU! They must be the biggest idiots in the world when it comes to just service or customer service... I have had an issue for the last 16 months now with them which has absolutely driven me to insanity. I am renting a piece of property directly across the street from the new stadium that we use as a venue for the Cowboy Stadium. We have received bills which are astronomical and have complained every month about these which have been escalated to the office of the CEO! Everytime we speak to someone it is a different story! About 6 months ago we finally spoke with a lady by the name of Margaret whom we had a really rough conversation with! eventually we were forwarded to a manager above her who was very sensitive to our problem. Eventually he told us that he would do an investigation concerning our problem with this so called demand that Oncore implores on customers. They saw that our usage was so low that we did not have to do a demand as we were only open on special events... This problem went on for months and has always caused us to spend anywhere from 2 to 6 hours of explanation to finally get a resolution! Well 2 months ago after continual receiving the same bills and not getting resolution we received a call from a gentlemen by the name of Brett who by the was was probably the best person who we really believed that he cared about our problem... He conducted a full investigation and called us about 14 days ago and said that Oncore was in the process of re rating our bill... (by the way we had been told to wait until resolution was made to make payments) He also said that they would be getting back to him soon about the adjustments.

Well today they cut off our service! I was on the telephone for over 2 hours and bounced all around till I was put back for the second time to a Jimmy who was absolutely useless... he informed me that Brett was off and I could make a small payment and get reconnected... he then transferred me to the residential payment center and they knew nothing of what was happening! After for the 4th time on this conversation they reviewed the notes and they then transferred me back to the office of the CEO where I got a hold of this lady named Sherry...

I have over 20k in beer and other perishables which are now going bad ... We plead with Sherry and told her we would pay 1k on the bill until Brett returned on Monday and he could tell us what he had told us 10 days ago... She was insistent that if we did not pay 5k right now we could not get reconnected! think about it: NO AIRCONDITIONING ON, NO LIGHTS ON, NO COOKING EQUIPMENT ON! AND THEY SAY WE OWE 17K IN ELECTRIC... We absolutely do not mind paying what we owe but we really do not know what we owe... The last logical conversation we had with Brett was that he would get back with us as soon as Oncore called him back and then we could set up a payment plan! We were willing to pay them the 1k today until Brett returned to discuss with them what he told me...!

TXU has no office for someone to go speak to them face to face! They know that they are pissing thousands of people off and it does not matter to them because they do not have to face you face to face...

The last conversation that I had with Sherry was that her manager would be calling me! I still am waiting...! I have now spent over 100 hours trying to get this problem rectified and thought we were getting close to resolustion and now this has happened... If there is anyone else out there please email me at [protected]@marsanint.com as my attorney is wanting to file a class action lawsuit... he already has compiled a list of companies and individuals to get this going...

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User123465
Plano, US
Jul 23, 2010 10:19 am EDT

I totally understand and feel for you on this company. I cut them off years ago.

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TXU Energy Retail Erroneous Charges

Set up automatic bill pay for my electric bill and received my first statement after that showing that my checking account would be drafted on a certain date. Cool. That day came and the attempt was made to draft the account but for some still unexplainable reason it didn't work. TXU tried several times to draft and it never worked. Unfortunately for me that cost me a $25 fee each time for 4 times. I didn't find out that it wasn't being drafted until after getting a disconnect notice. Called TXU customer service. Never got to speak with an American citizen on our soil. Guatamalan rep said to fax bank statement showing I had plenty of money in the account and fees would be removed. Did that and no go. Subsequent phone calls have been useless. Still can't speak to an American or anyone who gives a rat's ###. Not my fault and I am being treated like a deadbeat number. Bottom line, customer service is nowhere as slick as they think it is.

Just try to find a physical address where they have an actual customer service rep you can look in the eye. Doesn't exist. Good luck if you have a problem.

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Tori Chadwick
Constillation, US
May 28, 2010 10:33 pm EDT

TXU is well known for this. They continue to get away with it due to thier bully tactics and to save a buck so the top execs STAY rich attitudes. I SWITCHED my service to AMBIT Energy. filed a PUCT FORMAL Complaint, a BBB FORMAL Complaint, and blogged about those sorry TXU Execs. It's funny cause an American keeps calling me now with a sweet sothern drawl appologizing and wanting to make it all better. Fat chance! They need to pay me the executive salary for all the time I have waisted on them and due to thier outrageously high rates I paid for years, and then give me a huge FAT BONUS for absolutelu no reason at all like they do thier blood stained fanged execs!

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TXU Energy Retail iThermostat

Service tech. came out to the house on Saturday 5/22/10 and replaced my thermostat. He established a connection between my computer and the iThermostat, and told me they were working on the program/main frame and it would take a couple of hours before the communication between my computer amd the iThemostate would be established and downloaded. Well, today is Monday5/24/10 and there has been no link up with my computer and the iThermostat.

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Sherry75
, US
Dec 08, 2016 8:11 pm EST

I am a very unhappy person! It is freezing it is 25 degrees outside. house is geting colder and I have a digital thermostat and it froze up and when i called the company he couldnt speak to me about how to fix because i supposely cancelled the plan a year ago (remind you I do not recall cancelling it) so in order to get it fixed i called and had talked to a man i assuming he was foreigner cause his accent very hard to understand. So after thinking i had no other options i ok to letting them charge me $10 dollars a month to get service to the thermostat. and while he had me on hold to transfer to another person to set up appt. I told him i changed my mind and i didnt want to be charged monthly when i can go buy one at a store> after a few minutes the guy on the line laughed at me and i didnt think it was funny I asked to speak to him supervisor he would not let me talk to anyone i said let me talk to another agent and he kept going on and on> and when you talk to these companies they want all your info and when i ask for his name his name was freddie i said whats your last name he said he isnt allowed to give out his name but he can ask me all of my info? SMH there is something wrong with this i am very mad about being charge and he said ma'am we can change your plan so it wont look like I am charging you so much! really? getting even madder now i will call back in the morning to get this resolved cause it wasnt like I already had the guy come to my house to set things up. I panic and now i and stuck paying this charge or i have to pay the cancellation plan ($150) it wasnt even 5 minutes into the call> so when talking to these guys be really careful to what you agree with them about or else you are screwed.

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TXU Energy Retail
Dallas, US
Dec 09, 2016 10:46 am EST
Replying to comment of Sherry75

This is not the experience we want for you. Please email your account/contact info to TXUECares@txu.com so we can further investigate your account details. We're here to help and look forward to working with you.

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Brenda Richardson
Dallas, US
Jun 06, 2016 4:58 am EDT

My electrical power was lost on Thursday, June 11, 2009 at approx. 6 a.m. My power was not restored until Saturday, June 13, 2009 at approx. 6p.m. Before the power outage I had gone to the grocery store and purchased approx. $200.00 in frozen and refrigerated items. All of this food was ruined due to the power outage. Any consideration given for this lost during what is already a difficult economic time would be greatly appreciated. My account number is : [protected].

Blessings,
Brenda Richardson

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Happy cat1
, US
Apr 23, 2016 3:06 pm EDT

The new ithermostats from TXU have a larger screen, easier to read, programmable by touching the screen, very modern, very nice. All that plus, plus. But at the time of programming a schedule, using my computer and the TXU portal, I prefer the way old ithermostats worked. It was easier to move temperature setpoints and times, and seeing the schedule in a graphical way. Also the graphical report showing outside temperatures, inside temperatures, setpoints, and runtimes was very good. In short, I like the new displays, but prefer the programming of the old ithermostat. All things considered, the old ones were better, much better.

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Jacquelyn Beckham
, US
Aug 31, 2015 10:57 pm EDT

Brighton technician came and removed working thermostat and installed the thermostat identified from TXU, the installer lost power for the AC, went to the furnace and breaker box and couldn't decipher why he wasn't getting the thermostat to work. He advised that he needs an air condition technician to come back next day to check out problem that he caused. In the meantime, we have been left without air in the Texas heat. Called Brighton I Thermostat service number [protected] for after hours which gave instructions to leave message but didn't allow message to be processed when press 1, only received dead air. Unfortunately, will have to experience the inconvenience of no air and expect technical assistance from someone who can remove this unacceptable box and re-wire old thermostat. Totally dissatisfied with this misrepresentation suggested by TXU.

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Julian 49
, US
Aug 21, 2013 6:59 pm EDT

I had the I thermostat installed in my house what they did not tell me about was the communicator that was installed inside my furnace that controlled the voltage that turn my AC on . Needless to say that the unit failed one hot night in July leaving me in a very uncomfortable situation. I called the Ithermostat number had the guy come out he saw that it was blinking but check the wiring and restarted the unit and said it was ok . The same night the thermostat went black again the day before july 4th holiday I called them and reported the issue and they told me they would not be able to get anyone out to fix it as they were booked up !. I called a licenses AC person to see what was wrong and he found a faulty communicator in the furnace that communicates to the wall thermostat and if the communicator does not allow the proper voltage to the AC unit it will fail to come on rendering you without AC. Once he removed it and rewired the system back to it's proper state and put in a Honeywell thermostat I have not had a issue since. Ithermostat agree to pay for the AC repair and removal but have since denied any issue with the system.

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Wesleyfamily2003
Houston, US
Jan 21, 2012 12:35 pm EST

Txu is receiving a bad name because of comverge (iBrighten or ithermostat). The function was great until a month fee months ago. It is a scam, the service sucks, customer service is open m-f (no holidays) 8-5 and tech support from 8-6 on the same days. But when do most consumers see an issue? In the evening or weekend.
stay away is the best advice I will give and spend you money on a thermostat u can control.

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TexanDallas
Dallas, US
Sep 02, 2010 1:11 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

TXU had contractors come to my house to install the thermostat. I can control the temperature of my home from any computer anywhere in the world. I can also see a graph depicting outdoor temperature, indoor temperature and the temperature I have set on the thermostat. I can also see an estimate of how much my monthly bill will be depending on the temperature I set (either on the thermostat or on a computer).

It is optional for those with the iThermostat as to whether they want to participate in the peak load program where TXU can control your thermostat setting. Most people would not notice the change in temperature in the home or office. If you don't want to participate, you can just select on the web site not to participate.

Obviously, if your temperature is set higher during cooling season, you will save money, whether TXU is doing the setting or whether you are setting the temperature. TXU will not "cut your air conditioning off". They will be adjusting it up (in summer) and down (in winter). Your air conditioner will cycle on an off as the indoor temperature goes up (in summer) or down (in winter). Date: 2 Sept 2010

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Ron J...
Dallas, US
Jun 14, 2010 11:44 am EDT

Doesn't anyone see the issue with giving TXU the reigns to cut off your air conditioner at will? We know the electricity goes off, no problem, but then how long does it take them to turn it back on? What if their cycling system malfunctions? Why add an additional breaking point to your air conditioner. Look at it at face value, they are asking you to volunteer to turn off your air conditioner when it's the hottest. How much savings do you get when you add on a hotel stay because the air conditioner is off due to cycling malfunction, or iTherm malfunction? What protects us from TXU all of sudden saying, oooo we have a special circumstance, not forcasted, yeah we are going to have to turn it off for a couple of hours on going each day?

binder
binder
, US
Jun 06, 2016 4:58 am EDT

Maybe next time that happens, pay your bill or invest in a bag of ice.

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TXU Energy Retail Over billing

This is the most crooked electric company I have ever had the displeasure of dealing with. I was very skeptical about signing up with to begin with, but they had supposively "changed" their ways and wanted the customers to know this. I live in a 1, 000 sq ft apartment and my bills have been in excess of $260 a mos! I have called repeatedly and questioned this. I have not even ran my A/C or heat in over a month. I even requested that they come and check my meter or give the benefit of doubt and see if someone is tapped into my electric. I was informed that it would another 4 weeks before this could happen. I cannot even get out from under them without having to pay an additional fee. STAY AWAY FROM THEM! No matter what they say on the commercials they are still ripping people off!

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TXU Energy Retail WAY OVERCHARGING

I live in a one bedroom apt by myself and work 8-5pm. I keep my room temp at about 72 and my bill averages $125 - $200 a month. I went on vacation during Christmas for one week and turned EVERYTHING off yet my bill for that month came in at an unbelievable $345! When I called TXU they said they would investigate the matter since my meter was spinning out of control even though everything in my apt was off. I let them know I was moving and scheduled a shut off date for the next month but they decided to come the next day and turn my electric off. They then told me I had to wait until the following day when someone could get back out to turn it on...great customer service right? I have since then moved and got my final bill with the previous charge forwarded on it so now I have to deal with a $500 bill...oh, and when I called they said they will look into it again! Look into what? Fix my f*cking bill!

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Onblackmountain
Texas City, US
Oct 03, 2023 8:05 am EDT

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 less. We have not kept our AC above 76 degrees! Our bills have be higher and higher no matter what we do. Struggling for months to get back on our feet after my husband lost his job, they not once mentioned any other plan alternatives that would help me. I was refused for payment plans and still had to pay disconnection notice fees every effing month. I have since switched and the representatives from this other company did the math and I was paying an average of 23.7 cents per kilowatt hour! What on earth TXU?! It's like they pride themselves on ripping people off. This was not on my billing statement. Upon further investigation in tiny print at the bottom it states "you paid an average of 23.7 cents per kwh". WHY? I was told I was paying 14! I was under the impression it went up slightly past 1000kwh of usage but that was not the case at all. This is crooked, shady and criminal and they should he held liable for what they are doing to Americans already struggling in this joke of an economy. I will NEVER give TXU my service ever again.

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TXU Energy Retail Harassing phone calls

I few months ago, I switched my office building's electric service from TXU to Reliant Energy. Yesterday, I received three phone calls from TXU salesmen trying to get me to switch back to TXU. If they're going to call three times in the same day, it demonstrates that (1) TXU engages in bullying, or (2) TXU is so poorly managed they have no way to manage sales calls to avoid the appearance of bullying. To make sure they get the message that I do not want to be called; I switched my residential provider to Reliant Energy yesterday.

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KrystalKove
, UZ
Aug 30, 2017 10:20 am EDT

We switched from TXU and they call each one of iur phone 5 or 6 times everyday. I am starting ti get pissed off

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When I opened my business in 2008, I was required to place a 125.00 deposit on my account for two years. It was my understanding that it would be held with interest. In 2009 I signed a contract with TXU to lower my bill. When the second bill arrived and the new rate was still not applied to my account, I contacted TXU and was told that it was a "computer...

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TXU Energy Retail electric usage overcharged

received bill for last three monthsis $2244.86... 3 times higher that the previous 9 months combined...? what is the root cause?

Am i one of the smart meter projects?

have fotos but cannot attach...

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cshane70
Odessa, US
Mar 22, 2010 4:41 pm EDT

I was bill twice for kwh. Oncor has admitted to the mistake but says cant do anything about it. They say its up to TXU billing deparment. They are no help what so ever. Is customer service for TXU even in the U.S.? How can these companys get away with stealing?

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TXU Energy Retail Billing/Service

In a horrible display of customer service and business practices we faced a horrible ordeal just yesterday with TXU and later on with Oncor.

Essential after making arrangement to pay the bill on a certain date our electricity was cut off. During the initial conversation we were assured everything was squared away and thus we could pay by a certain date. Being this as it may we were baffled when the electricity was actually turned off. From this point on the service really started to tank.

During the conversations to reinstate the electricity both a representative and a supervisor basically stated we were "lying" regarding our first conversation and that our electricity shouldn't have been turned back on. After explaining that this was not our fault, since we were told something different in our attempt to work out the payment the electricity was turned on with the understanding a payment would be made on the 4th of the next month. To add insult to injury, we were bid adieu by the supervisor with the graceful comment "...you knew this was going to be turned on."

Fast forward to the 2nd... we come home to find our electricity was out again. After calling and speaking with a supervisor we're told there are no notes regarding our initial calls stating we had until the 4th and that the electricity shouldn't have been reactivated in the first place. This time they state it will not be reinstated until the payment is made. So... we go ahead and make the payment at which time we're told the electricity will be on before the next day. A couple of tasteless service statements were "so you knew the payment was due and you’re just not calling?", "it doesn't matter what you were told, the electricity shouldn't have been reinstated.

Lastly, in an effort to expedite the activation of my electricity since it was dark, 50 degrees in my home for my family which is a 1 year old daughter and 6 year old son I called and was told that Oncor was the company who was going to process the reactivation. I then demand to speak with them since it was obvious TXU couldn't nor had the ability to do anything positive. On the phone with Oncor was pretty much the same level of service. After telling the Oncor rep of my family I continued to received the statement "we cannot guarantee a time, it will be back on before midnight. With service which was deactivated due to billing issues all we can state is that it will be before midnight. Every attempt to explain that the situation stemmed from TXU's incompetence was met with this answer. After trying to get through to rep she stated that if there was nothing further she was disconnect the call. In my effort to rationalize and personally explain the situation to her I was disconnected. The most incredible comment made by the Oncor rep was when I asked what if this happened to an elderly person and they had no heat in they're home... I was told "we'd suggest medical attention." It's just baffling how both of these companies with their incompetent, irrational and piss poor service, continue to stay in business.

It's called me being a customer... and at any rate, calling us a liar as a customer = a former customer. I will be changing service ASAP.

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candace lett
Marlin, US
Jul 13, 2010 2:39 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Have been a loyal customer of TXU Energy and Oncor for a few yrs now..Never had a late payment. To find out when i moved into a new house, they decided to put in NEW METERS around town, shortly after. They encountered problems with the meter put in my new house due to the age of the wiring. To find out that they have estimated my previous months by the now HOTEST month of the year, since they have now fixed it. And since they dont beleive my old meter was working, are now hitting me with a few extra months before meter was put in. I have proof and THEIR own readings as well as my receipts of payments for those months.. For them to try to hit me with half a years worth of payments estimated by the hottest month of the year. ALL DUE BY THE END OF THE MONTH! When you call to get help, no one is in charge and no one can fix the problem. They can however set me up on a payment plan FOR THEIR MISTAKE…Something needs to be done…If you can help me please let me know!

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fred dead
tyler, US
Apr 09, 2010 8:06 pm EDT

TXU has NO CUSTOMER SERVICE! I purchased a second home in Tyler TX in oct of 2007. House had two meters; one for the home, one for an RV (home is on three acres). Went online to TXU "ebill" and put both accounts under my name. No worries until they "switched" their website mid 2008. Both account numbers disappeared. I've spent the last TWO YEARS attempting to rectify their mistake with literally hundreds of phone calls (some on my cell phone that have lasted long enough for me to drive to Tyler from Dallas and unpack my car!), and untold hours being assured the problem would be fixed. Just got off the phone tonight; they "pulled" the meter from the RV pole about a month ago with no notice, ruining the interior of a new 26 foot travel trailer due to spoiled food (smells like a death camp).

I'm gonna get back at the ### even if I have to perform some criminal acts! Joe Stack, here I come!

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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
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    New Customer Sales, Business
    +1 (800) 316-2135
    +1 (800) 316-2135
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    Property Management & Apartment
    +1 (800) 711-9112
    +1 (800) 711-9112
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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
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    Checked and verified by Laura This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024

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