TXU Energy Retail
United States - 75039
About a month ago I received my new bill, they apparently switch system or something. My bill has always been extremely high. I had called in the pass and said that I thought there was something wrong with my meter because my light was crazy high. Some lady with a foreign accent told me that everything was okay with my meter. I ask to see if they could come and look at it. She flat out told me no. So I get my bill and it states that I am a commercial customer. I was pissed off. My bill had stated my name and then under that DBA SOUTHERN OAKS APTS, where I lived years ago. I just thought that they need to remove that line. Well I started looking at my previous bills and sure enough they all stated PARTNER ADVANTAGE, Some said BUSINESS RATE. It was in small print that I never even saw it. So I called my said they would fix it. I asked for a credit, they told me that they would put in a request to the billing dept. I followed up within a week. They had me set-up a residential account. I got my bill today and guess what it still says COMMERCIAL ACCT. I called again. She told me that I was a residential account but it didn't list a service address??? I asked again about my credit. She stated that the mistake has only been since Jan 09 that someone did the research. She said that I had been a residential customer before that. I asked for an email address and she said no we don't have one!!! I asked for a fax number so that I could send her the proof that my bill said BUSINESS RATE. She then gave me an email address. She said that the ESCALATIONS Dept would be calling me back about my credit. I would love to switch companies but they all ask for high deposit.
I received a bill for four times the norm from TXU and I immediately contacted them with my concerns. At...
I tried to setup an account with TXU Energy because they had the "cheapest" plan, but had problems doing it - they could not give me an account number. So I emailed them to cancel the order, and now I have service with Reliant.
TXU however went ahead and setup an account for me for a different apartment number. I have gotten a bill for over $350, and after spending several hours on the phone, sending emails and a fax, I have gotten nowhere with
them. I don't even know who lives at that other apartment.
TXU customer service is the worst ever. Reliant could set me up in a few minutes and they are able to answer my questions very quickly.
OUR HOUSE WAS DISTORYED BY IKE ON 9/13/2008. ELECRIT SERVICE WAS CANELLED WITH TXU OCT/NOV. LAST BILL RECEIVED IN NOV. FROM TXU HAD A $47.38 CREDIT BALANCES.
IT IS NOW 3/2/2009 AND I HAVE NOT RECEIVED A REFUND CHECK. I
STARTED CALLING IN DEC. OF 08. I HAVE MADE OVER 15 CALLS NOW BUT TO NO EVEAIL.
EACH PERSON I TALK TO TELL ME “ YOUR REFUND WILL TAKE 4 TO 6 WEEKS
CAN SOME ONE HELP ME PLEASE.
SERVICE ADD: 100 W. 7TH ST.
KEMAH, TX 77565
MY PHONE NO. 713/870-3578
CC: HOUSTON BBB
TX. UTILLTY COMUSION
NBC CH. 13
I'm gone several months of the year. TXU had permission through ACH withdrawal for my bill each month. I was gone February, March, April and May. My bills range from $20.00 to $127.00. No problem, the were paid. TXU said they thought the meter was dead, so they replaced the meter and re-calculated the bill with me then owing close to $1, 000.00. When I leave for weeks or months at a time, I cut the circuit breaker off, except for the area of my telephone and freezer/refrigerator. I called and spoke with them, by name time and date. They brought it down to $500.00, Still not good. I asked them what kind of problem did my meter have, was is mechanical problem? I am not responsible for mechanical problems. The recalculation was in their favor. My electric will be cut off on 4 Dec 2008.
I have been through hell over the past 3 days and 4 nights because of this company. They mistakenly turned off my electricity and acknowledged that it was their mistake. However, they had absolutely no sense of urgency about correcting the situation.
On December 6, I submitted an online order to transfer service from my apartment to my new home. The order was to go into affect on Dec. 19 and I received an online confirmation with the new account number.
On December 30, Oncor arrived at my new home to remove the meter. The service tech. explained that they had received a move out order from the previous tenant, but that he would put the job status as incomplete to provide me time to contact TXU and get the situation straightened out. I immediately called TXU (call logged on cell phone on 12/30 at 5:15 p.m.) and spent 20 minutes working through the situation. Someone at TXU had input the incorrect service address when setting up the move order from my transfer request. My billing address was correct, but the service address was listed at a location in a city in West Texas! The rep. was supposed to correct the service address and make arrangements to ensure that my power was not disconnected.
Unfortunately, this was only the beginning of my nightmare with TXU.
On 1/9, I arrived home to find the power cut off. I once again contacted TXU and was informed that the service address had not been corrected and that an entirely new account should have been set up (even though I had an entirely new account - it seems to me that it just needed to be corrected). The representative accused me of not calling on 12/30 because there were no notes in their system (even though I have on my cell phone log evidence that I called). She acknowledged that this situation was their mistake but they refused to do anything to rectify the mistake until Monday. She informed me that Oncor did not have crews to do move-in requests over the weekend. I was told they put this on a priority order and that I would not be charged for the priority (how sweet of them considering IT WAS THEIR MISTAKE!)
I was advised to make other living arrangements for the weekend. I asked if they would reimburse me for a hotel room and was told that I would have to front the money and then submit my expenses to the claims department for them to review IF they would reimburse me. First of all - I just moved into the house. I don't have the money to front for a weekend hotel stay. Second, I have pets, and most hotels do not allow pets (not to mention they were already agitated from the move - to keep them in a hotel for the weekend would be cruel). So, I had to stay in my house without electricity in near freezing nighttime temperatures for the weekend.
I lost everything in my refrigerator (including my Jenny Craig meals), I lost plants that I brought in from the freezing weather and I lost time to work on my home. I was unable to shower for the weekend since the water heater is electric and I could not sleep well because I was unsure that my cell phone alarm would wake me (it was all I had since my regular alarm is electric).
Despite these problems, I waited out the weekend and called TXU on Monday, 1/12, to ensure that someone would be out to reinstate the meter. I was told they had until MIDNIGHT (potentially yet another night without electricity)! I reminded them that this was a priority order to rectify THEIR mistake and that electricity needed to be reinstated by the time I returned home from work.
Sure enough, when I got home from work the electricity was still off. So much for a sense of urgency from TXU!
I called TXU and, after 30 minutes, discovered that Oncor had come out and would not install the meter because the breakers were on. Excuse me?!? The breakers were on when they removed the meter! Add to that the fact that NO ONE informed me in our earlier calls that the breakers needed to be turned off and NO ONE called me to report that it was a problem. Had I not called, I could have been waiting all night for someone that was not going to show up. The TXU rep. advised Oncor that I was home and had turned off the breakers so that someone would come back out that night.
Then, I received a call from a service tech from the city in the West Texas city where the service was originally and mistakenly listed! For about 45 minutes, I was convinced that the order had been placed in that city and that no one was coming to install my meter. Yet another night with no power, no heat, no shower, no sleep.
Somehow, that was straightened (I'm convinced more due to Oncor than to TXU). I finally spoke with a sympathetic woman from Oncor who tried her best to pin down a time for me - to no avail. The tech showed up at 9:30 p.m. on 1/12. Here's the kicker - he told me that Oncor absolutely works over the weekend - that's when they get the best overtime! TXU lied about the priority order and they lied about Oncor not working on the weekend.
TXU's mistake was not only an extreme inconvenience to me - it caused me undue emotional and physical stress. If customers make a mistake and don't pay TXU on time, the company turns off their service. But, if TXU makes a mistake, they correct it when they feel like it and don't care how it affects the customers. All I got from TXU were patronizing ###s who said "I'm sorry, " but demonstrated absolutely no sense of urgency or ability to solve the problem in a manner that would cause me the least amount of inconvenience.
Most upsetting to me is the fact that there are several points along this path where TXU could have easily made this situation better instead of progressively worse - and they failed at every one of those points. (1) Whoever transferred my online information for the original move order should have stopped a second to double check the address information. (2) On 12/30, the account address SHOULD have been corrected in the system and/or notes made to the account to ensure that power to the correct property was not turned off. (3) If teams don't work over the weekend, then Oncor has NO BUSINESS turning off power on a Friday. (4) TXU should have been more helpful and less patronizing. I needed fast solutions and solid answers - not apologies, vague answers and an "I don't want to be bothered" attitude. (5) During the multiple conversations I had with TXU and Oncor, SOMEONE should have told me to turn off the breakers on Monday. (6) When the breakers were on, someone should have called me to let me know that a hold was placed on the order and they could not proceed until the breakers were off. I should not have had to find this out because I placed a call to see what was going on. (7) Who's telling the truth? Did the people at TXU simply not want to go through the trials of getting someone out to me on the weekend, or was the Oncor guy mistaken? I tend to side with Oncor since they made the most effort to by sympathetic and helpful once they were advised how I had suffered from TXU's mistake. And, who lies to customers about getting a significant amount of overtime?
I originally called to set up a service turn on date for an apartment that I was moving into. Due to ertain circumstances, i did not move in. I called TXU 4 days before service was even suppose to be turned on. I order it to be cancelled. I have now been fighting with TXU for almost 6 months now. Because the person that took the original call to cancel service did not notate my account properly and I was billing for a month of service. I have provided every documentation that TXU asked for including a letter from the apartment complex showing I have never lived there. They are now saying that because they show NO notation in their system that I called to cancell service I am liable for the amount due. This is horrible business practice. Their employee messed up my account because he did not notate it and submit it properly and the customer pays the price. My next move is Corporate Office... They have now sent me to a collection agancy, which is now going against my credit report. I am so frustrated with the way I have been treated with Customer Service. I will never use TXU again and neither will any of my family and friends. If I had the money, I would hire an attorney because to me this is now a principal matter now. I work for a billing office and customer service and we would never treat out customers as poorly as TXU has treated me.
Yesterday I was working at my kitchen table and a male walked up to my door with a clipboard and a necklace ID stating he was employed by TXU.
I only answered the door because he had seen me and I simply wasn't thinking. I also knew my neighbor was watching from across the street. He had a stack of Reliant bills and stated our home had been picked because we pay our bills on time and our neighbors 'blahupblah' and the other side 'upblahup' had signed up with him. He wanted me to sign up offering me a $100 Visa which would take a month to receive and only after I paid my first bill. He appeared angry that I refused to allow him in my home, and knowing my husband had just pulled in I continued talking so he would leave without a 'grudge' He wanted me to give him my ss or dl to which I stated that would never happen. His answer was 'in this world people give those numbers all the time' I replied in my world people get ripped off by giving them all the time. I then told him I wasn't interested, he was offering me a penny in savings per KWH and I was in a contract with Reliant so he said don't worry the 150 charge for canceling will be paid for with the visa and you will save so much that the extra 50 is nothing. I told him thanks anyway but I don't do business that way, in fact I apologized for taking up his time. He answered with 'What are you going to do check us out, just give your dl number and you want have to worry about you ss' I got in the house and quickly shut the door, as he continued to complain as to why I just wouldn't go for such a good deal. He scared me. i immediately contacted TXU, who never answered my email or phone call.
Okay this is my story with this messed up company. They think they can just cheat people out of there hard...
I have called TXU month after month to get my bill straight because every bill that I have received have been estimated. I talk to someone different every month and every month I have to tell them my story over and over because apparently they dont bother to add notes on my account. They have told me that they will send somone out to do a re -read and I still cant get no adjustments made to my account. I have been promised that this will be resolved, I have sent them emails and nothing has been done. They came and changed my meter out on the last week of october and yesterday I saw the # and it was 01166 telling me that I dont use more than 1000 kilowatts per month but though every month since July they have been charging me over 2000 kilowatts and then for the month of September when we were without power for 2 weeks it came out higher than every other month. I dont have central air in my house I only use one window unit and I leave it off all day because I work. So therefore I know my bill cant be 400dlls or over every month. I dont know what else to do and I dont want to switch companies because I dont want this to go on my credit but I think I will have to because this is ridiculous and Im not going to pay something that isnt RIGHT!!!
I had requested for TXU electricity service for my appartment on 10/28/2008 . I set up my account and asked them to activate the service from 10/31/2008 .But within 1 hour I called them up to cancel my account. That time they said there will not be any charges. But today I received a bill from TXU charging me $25.41 where as I did not even used their service for a single day. When I called them, they said they had processed my account which they charged my as "connection fee" and they started billing the wattages upto 3rd of november [I dont know how they can charge for cancelled account]without cancelling the account on the same day. If they can process the activation within one hour then how did they take 6days to disconnect my account? They have charged me wrongly and not accepting their fault and when I asked them to waive it off as it was their mistake, they could not cancelled the account on time, they just threaten me to destroy my credit history. I am new to USA and I am really disappointed with the services TXU provide. And I want a real justice to my problem without leaving a mark on my clean credit history.Please do the needful
txu has a problem of estimating the cost of electricity and they and comquest have estimated an electric bill...
I tried to sign up for TXU energy services and their customer sign up department is a joke. I have had to call 15 times and give "ALL" my information over and over, to start a new contract because the last time I called the information could not be found in the system. You would think that they would place competent people in customer service to service the customers. NOT!!! I really don't understand why this company is still around. If I had employees like they have answering my phones my company would be BROKE and out of business. No one speaks english, no one understands anything, no one can give you a firm - for sure answer. They assure you the problem is fixed and it never is. You wait the 5 days and no package. You call again and push for english speaking person and still get someone that speaks english but understands very little and whose communication skills for english is NONE EXISTENT!!!
TXU needs to hire people that 1. Can provide exceptional customer service 2. Can speak the language that the person on the other line can or can communicate in ENGLISH, which is the given language here. 3. They need a follow-up department 4. They need to send feedback letters to customer requesting service or already have service ( or is it that they really don't wanna know what kind of service they are providing)
I was so unhappy with the service at TXU Energy, the wait was terrible, and not able to get information that I needed. After waiting to speak to a supervisor, I found myself waiting over 20 minutes again. I eventually hung up and called back again and was still put on hold. Not happy with this service at all.
After having had our power disconnected without notice we complied with all of TXU's requests. We spoke to two customer service reps and were given the same information. If we made a payment before 4pm we would be able to have power restored before midnight. Additional fees were never disclosed. We made payment as directed and called at 3:45pm to advise them of the cash pmt. They then proceeded to inform us that for $10 they could put in a work order to have the power turned on but they could not guarantee that it could be done the same day, but for $89 they could do it by midnight and TXU could not afford to absorb the cost. These stipulations were never disclosed by customer service on our first two calls. We were them informed by a supervisor that we had to have the payment post by 2pm to have the power turned back on the same day. We were then transferred to a case manager who told ud the cut off time was 3pm. When I asked to speak to someone in the corporate office to file a complaint I was told that they had no such office and she was the end of the line. We have had MANY issues with TXU, most of them TXU errors without apology. Now that the customer service has moved offshore we will be taking our business elsewhere. If a company is going to screw the public out of so much money they should have the decency to keep the jobs in US where we need them to pay for the outlandish electric bills!
Concerned Business Owner involved in a dispute with TXU Energy since March 4 2005 to present as of June 2...
TXU blatantly deceives consumers into plans and contracts that are unreasonably expensive disproportionate to...
In August 2007 we purchased a new home before we sold our existing residence. We had TXU Energy as our electrical service provider at our existing residence. We signed up with TXU Energy for service at our new home, and we contracted for their Summer Savings 24 Plan at that home. This plan provided a reduced charge per kilowatt hour and we were under contract for 24 months. We sold the first Hills home in late February 2008. I called and asked that the account and service to that address be closed as of the first week of March 2008. TXU then closed the accounts on both of our residences and we were without electricity at our new home. I spent numerous hours on the phone to their customer service department trying to get our power back on. We were without power at the home where we actually lived for 4.5 days, beginning on March 6, 2008. Their customer service was very unhelpful. After the power was restored, TXU did efficiently reimburse us for hotel and food expenses for the time that the power was out by issuing a credit to our account. However, they are now showing that we closed the account for our new home, even though the account closure was their error, and that voided the Summer Savings 24 Plan. They no longer offer that plan and have put us on a much more expensive plan. After more than two hours on the phone to their customer service department on 5/1/2008, in which they transferred me to numerous wrong departments and cut me off twice, I was informed in no uncertain terms that they refuse to reinstate us on our less expensive plan. To me, this is a breach of contract and very poor customer service. TXU customer service operators have a certain script and if the issue is beyond that script, they just won't help you and won't provide you with contact information for someone who can.
TXU called me on Jan. 31, 2008 and informed that the plan that I was on, Flex Protect, was being...
A payment was made to my account in January and was returned for account not found. I contacted my bank because TXU said my account didn't have the funds. I contacted my bank which sent a detailed note stating that the amount was paid. There is still a $25.00 charge on my account and if not paid my electricity will be turned off Feb 15. But conveniently, TXU can't pull up how past bills were paid, so they have stuck me with a bogus bill! I have never not paid the bills I owe them and always pay early. The supervisor I spoke to didn't really care, and basically told me I will pay the bill. When asked if I can switch my service to another company, I was informed that I would owe $200.00 for a cancellation fee. That being said, my deposit was the standard $215.00.