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TXU Energy Retail Complaints 110

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3:25 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

TXU Energy Retail Scam and cheating

Concerned Business Owner involved in a dispute with TXU Energy since March 4 2005 to present as of June 2 2008, requesting assistance from the Office of the Attorney General of the State of Texas.

What is being disputed are the TXU charges for meter Load Demand readings resulting in a $625.54 error that I do not owe and refuse to pay. Despite TXU's resolution: a mere rebill adjustment of $11.16 to make it appear that TXU addressed this problem. In actuality TXU did not address my original complaints regarding the inept actions of the meter reader and the erroneous charges billed to my account. Upon examination of my bills it will be apparent that the original error was never fully adjusted and has not resulted in a correction of the 1st or 2nd erroneous meter Load Demand readings. This meter Load Demand reading charge is not just a simple billing error, as noted by the very questionable TXU behavior listed here within. The last communication with Bridgette McNeil of TXU, via my attorney, was that the electric service would stay on until this dispute was resolved. TXU cannot be trusted. I have now been without TXU power for 11 weeks and counting. Regardless of the hardships, I will not be intimidated by TXUs tactics of NO POWER until I pay these fraudulent disputed charges. Clearly my attorney, who proved to be elsewhere, unproductive and ineffective on this time sensitive TXU matter, has since been released. Consulting with several attorneys, spending thousands of dollars and wasting time trying to educate them on TXUs current inept commercial meter Load Demand reading process was utterly ridiculous and going nowhere.

SITUATION: Request for Change of Commercial Service submitted to TXU. The TXU meter reader arrived on-site 03-04-2005, was observed driving up to the meter, remained in the vehicle talking on the cell phone for at least 15 minutes. He finally recorded the two commercial meter readings: one is kilowatt hours (kWh), the second is the meter Load Demand (kW), while remaining in his vehicle, continuing to be involved in conversation and laughing. Then he drove away from the meter, remaining on the phone the entire time. Failure of the employee to get out of his vehicle, remove and replace the meter Load Demand Tag (which is required to clear and reset the meter Load Demand counter (kW) to zero for a new tenant or new cycle reading) caused a double billing of the Load Demand usage of 272 from previous tenant to current tenant. This also affects the Load Demand billing average over the next 12 months because the meter Load Demand charge (kW) can be as much or more than electricity per kilowatt hours (kWh) used. On 03-14-05, the meter Load Demand was read; again it was not reset to zero. On 04-13-05 the meter was read and for the 1st time the meter Load Demand was reset to zero. TXU was notified by phone numerous times of the employees failure to reset the meter Load Demand. Even after certified letters were sent to TXU, including John Wilder CEO, 80 documented phone calls, countless hours spent on hold, leaving numerous voice mails with no return contact and being shuffled between departments all fell on deaf ears. Including the following TXU Executives: Kelly Rod, Barry Young, Louis Buckner, Bridgette McNeil, Tommy Ramage, David Jameson (1-Call Resolution), and Michelle Stevenson. An attempt to resolve this dispute in person with Bridgette McNeil at the TXU Corporate office in Dallas was unsuccessful, as you cannot get past the Security which TXU employees seem to hide behind. Additional episodes of employee incompetence have been experienced, further undermining the competency and accuracy of the inept (kW) meter readings. On 02-10-2006, in order to avoid having tampering charges levied against me for the next new cycle reading, I had to chase the meter reader down the street, get him to return and apply a new Load Demand tag that he failed to replace when he removed the previous tag, while talking on the cell phone. On 05-10-2007 the meter Load Demand was not reset to zero, when I questioned the meter reader, I was informed by him that TXU had not provided him with new tags to reset the Load Demand meters for that day, nonetheless he recorded the 2 meter readings (kwh) and (kW) but could not properly reset the meter Load Demand (kW) to zero. What about the ones you do not catch, these occurrences show how easy it is for TXU to collect fraudulent profit with this inept meter reading process. TXU truck arriving to read the meters with two employees in a truck, the passenger was slumped over and appeared to be sleeping as the other person read the meters. Several times the TXU meter readers were observed on the property spending most of their time talking on the cell phone and laughing, this seems to be a common practice.

PROBLEM: The meter Load Demand readings cannot be verified. There is no way to retrieve any previous cycle readings of the meter Load Demand usage or to verify that the meter was even properly reset to zero, unless you protect yourself by personally standing guard at each new meter reading (how ridiculous is this). TXU should never have designed an inept meter reading process that does not and will not recognize human error. Is there no correctable action for human error or negligence? Not according to TXU! This practice should be illegal in my opinion. TXU is aware that there are problems with this inept meter reading process. TXU will not formerly address these problems because it would be costly to replace the substandard meters, devastating to their profit to revise this inept meter reading process for accuracy and accountability. I feel this should be grounds for Class Action Lawsuit and customer compensation.

TXU must abolish the meter Load Demand charge, until TXU redesigns and replaces the current substandard commercial Load Demand meters that do not recognize human error or provide a retrieval capability (backup) of previous cycle readings and verification of a reset. Errors of this nature will continue to plague unsuspecting businesses that do not monitor their meters as we do. This inept meter Load Demand charge is currently approved by the Public Utilities Commission of Texas (PUC); however, TXUs meter Load Demand reading process lacks reliability, accuracy and accountability for verification in the event of a disputed charge. How and why did this substandard meter ever pass the approval of the PUC? This is why TXU's Dirty commercial meter reading process must be publicly revealed and revised to protect the consumer. The amount of revenue incorrectly billed and collected by TXU is inexcusable! Any competent person that is concerned with this matter as I am will see that this current flawed meter Load Demand reading process is wide open for errors against the consumer and MUST BE STOPPED!

I was actually laughed at by Barry Young in the TXU Executive Office, regarding this situation and I was informed that: 'Errors of this nature are common, they are not correctable. Once the meter readings are logged and recorded, it is written in stone, wherever the chips may fall, whether it is right or wrong, whether the meter was reset to zero or not. It is revenue and you pay it!�? Barry Young also stated that he could change any information in the system he chooses without leaving any footprints; this seems to be a very questionable statement.

I have been dealing with these unethical practices for 3+ years. What should concern the Attorney General the most about this situation under TXUs current inept meter reading process, are the tens of thousands of business in the DFW area that have and will continue to unknowingly fall victim month after month to these fraudulent practices and over-charges as I have. This leaves you at the mercy of the meter reader to do their job competently and record the numbers correctly before removing and replacing the tag which resets the meter Load Demand counter to zero that is if the meter is even working properly! Should consumers be forced to invest in surveillance equipment, or assign personnel to accompany the Meter Reader for verification of the meter readings before it is reset to zero (cleared) and recorded for billing in order to ensure accuracy and accountability? Is this what public trust has been reduced to?

I am not alone in dealing with unethical issues involving TXU. I have witnessed complaints voiced on various web-sites posted on the Internet. I do not know how effective this is, as complaints continue to be posted by TXU consumers who have also been cheated. What are we the people to do? Are there any reputable resources available to the public who are concerned about TXUs unethical business practices? The only ones that seem to care are the cheated customers, all they can do is pay these fraudulent charges to continue this essential service and voice their complaints on the Internet. I believe anyone would find it very difficult and offensive to be forced to pay for power usage and charges they did not incur. For me personally, the time, resources and aggravation spent on this dispute have caused an irrefutable loss to my company's revenue.

The way TXU conducts business is now the overriding issue. I have to draw the line somewhere. Until a way can be found to resolve this dispute with TXUs inept meter reading process, I am taking the hit on my perfect credit rating and will use a generator so I can protect myself from further intimidation, incompetence and abuse from TXU. If this would have been a one-time isolated incident only, I would have probably paid these fraudulent charges and just went on, instead of subjecting myself to the up-hill battle of trying to fight corporate power, but that is not the case. It should be very obvious by now that between the errors of TXUs meter readers and the substandard design of the meters, it can result in hundreds or thousands of dollars being fraudulently charged to just one customer. With each new month of billing the threat of fraudulent charges will continue with this inept process, as the rates are then averaged over a 12 month period, which can significantly increase the bill. So you pay and pay again. Now, multiply that by the tens of thousands of businesses that are unknowingly being exploited by TXUs current inept meter reading process! Nearly everyone seems to be oblivious to this huge problem.

This is why I will continue to search for official representation to assist in this fight for what is right. At this point, all my efforts to keep TXU honest have been a long costly nightmare from hell with no end in sight. I hope the Attorney General will find that this fight to set things right is a just cause, and be able to offer some resolution or assistance to myself and the many other customers who have valid complaints against TXU. I urge you to consider injunctive relief or whatever means you feel will be effective to stop these injustices. I filed a claim with the PUC; during the 21 day period as outlined in PUC Substantive Rules, the documentation I sent regarding my concerns on this problem seemed to have been conveniently misplaced. I hope this does not happen with your office. I trust with the authority your office possesses you will investigate this situation, institute changes to protect the consumers of this necessary commodity and cease the blatant abuse of corporate power.

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telemart
, US
Nov 07, 2019 4:35 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

i am in the same situation with TXU/Oncor they are running a scam business and robbing the consumers we do not have any power over them at the end they have upper hand all we can do pray to God that at one point they will have mercy and adjust your meter on this load demand fiasco the deregulation caused these companies to gain unlimited power to play with public

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Small Biz
Arlington, US
Dec 30, 2010 8:51 pm EST

I own a small business in Arlington TX. In fact we've been in the same building since 1994! We've been with several companies over these years. My demand for electricity is LESS than my house. The last few months we've been below 1000 kw. It is very low because we have gas heat so in the winter our electric bill should be very low. Unfortunately, they jack up our demand and penalize us because we ARE NOT using them for our heat. I consider this a hold-up and should be illegal. TXU is billing us MORE for our delivery than the actual usage. The contract rate is 8.5 but the fine print on the back of the bill says we are actually paying over 18 cents.

As one person said above we should not be penalized because our A/C comes on. In fact in years past we've had occassions where the electricity went off and came back on so that makes every light, computer, copier, fax, and utility come back on at the same time. I've been told that the demand is calculated based on the highest usage spike in a specific time frame which is usually just a few minutes. This puts the small business in a disadvantage because we do not use that much electricity in the winter however, we still have to pay our gas bill for heat! The demand charge should be adjusted to account for low volume users.

I'm tired of getting shafted by the electricity mafia. Any other business that did this would be investigated by the attorney general's office and shut down for fraud.

Disgruntled in Arlington TX

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John Saxon
Dallas, US
Jun 14, 2010 3:16 pm EDT

Hi- I was running a 3000 sq. ft. photo studio in Dallas for 30 years until I shut it down recently. One of the reasons I quit and shut down was that I cannot fight Oncor and the Texas Public Utility Commission. In 2008 (I think) the PUC of Texas rubber-stamped a law which allows Oncor to charge you whatever amount they want for "line maintenance" or whatever they happen to be calling it now. For a while they called it "Oncor Pass-through charges." They were adding hundreds of dollars to my monthly electric bills in seemingly random amounts. I have paid thousands of dollars worth of these charges. I made many phone calls to Reliant, Oncor, and the PUC and nobody was able to give any explanation for the charges other than that they were allowed to add these charges by the PUC of Texas. No one had any suggestions as to how they arrived at the amounts of the charges.

Your so-called cost per KwH is totally irrelevant when they can just arbitrarily add any amount they want to your monthly bill. I was effectively paying upwards of $2.00 per Kwh when you included these charges. The Public Utility Commission of Texas, which is supposed to be protecting us from the likes of Oncor, has actually thrown us to the wolves.

I totally agree with you that the "Demand Charges" or "Load Charges" are also just another way of robbing us.

I did have the concept of "Demand" explained to me by a friendly Reliant employee. The demand part of your meter registers the highest KwH demand during any one 30 minute period. So if there's any time when you suddenly turned on a lot of equipment at once, like AC, etc. you will increase your demand significantly. They are supposed to reset your demand to zero every time they read your meter. But of course the actuality is that you are going to unknowingly create pretty much the same "demand" every month. Also, the only way to know that your demand has been reset is to be standing there when the meter guy does it. (seems ridiculous when there's a lot of money at stake) The reason for the demand charge is supposedly so that Reliant or TXU can be ready with sufficient power in case everyone jacks up their demand all at once. So, effectively, they are charging us for a "what if" scenario; you're being charged money "just in case." I think this is insane and I believe it's a fundamental violation of law to charge people money for what they "might" consume rather than what they did consume.

So, there are 2 different kinds of robbery being perpetrated by our power companies: demand charges, and so-called "line maintenance fees."
The meter reading difficulties are also ridiculous. You might think that in 2010 they could think of a way to read a number off of a meter reliably. Well, give them a few more decades to figure that one out.

John Saxon

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ags84
Brooklyn, US
Mar 09, 2010 2:14 pm EST

I have never in my life dealt with a more fraudulent company than TXU. I was ignorant and I guess spoiled coming from the North East where utility companies are regulated and kept in check with the government to make sure they aren't over charging and lying on bills about usage. Here's what I just submitted to the BBB, I doubt it will get me anywhere. But basically my bill went from being $60 to $430 the next month and this was with no one living there half the time! We have tried and tried and tried to get TXU to admit they are either lying or made a mistake and they won't budge. Dealing with them for the year and a half I was in Texas was a nightmare, our electricity was going out all the time, they turned it off without warning and would turn it off even when we paid our bills on time and try and charge us a fee to get it turned back on, not to mention that they wouldn't send someone out for another day after they turned it off. And we were being overcharged the whole time we were there. We had bills up to $600 for one month in a one room studio apartment. Oh and we almost never received our bill in the mail. I would have to call them several times before I could get a bill actually sent to me, including my last bill for the apartment I moved out of, I still have not received it even though I've asked them to send it multiple times. I also have never been able to actually view it online because their website conveniently enough doesn't load the current or past bills:

I believe that TXU Energy has provided false meter readings and estimates for account number {woops editing out my account number and former address}.
I initially contacted the company in the beginning of January 2010 regarding a $430.27 charge for the month of December, because the charges had almost doubled from the previous month and had gone up more than 5 times from the month prior to that. Considering that I was not living in the state and there was only one person living in the apartment part time the reported usage was obviously false. I was told that the meter reading was estimated based on the usage from one year prior. When I mentioned that the previous year we had had an issue with a heating unit which was malfunctioning and over using electricity and that after it had been fixed our electricity bills had been reduced significantly, if they were estimating based on the December of 2008 then the estimation would not be correct because the heating unit not only was now functioning properly but was also not being used the majority of the month because we had already begun moving out of the apartment and were not there for much of the time in the later months of 2009. I was told that the corrections would be made on the next bill when they were able to get a new meter reading.
I have since contacted TXU again because my bill is still very high, and believe that they still have the incorrect meter reading. The meter reading for the month of December 2009 which was based on an estiamation on January 3, 2010, not an actual reading had not been adjusted by even a single digit, the bill had not gone up or down at all, TXU claims that they estimated the bill for Decemeber 2009 usage down to the very last penny without looking at the meter. Additionally we were told that there was an estimation because on January 3, 2010 the meter was not accessible. This statement is false. There are no fences on the property, the meters are outside of the building, there are no animals living on the property and there were no weather issues on January 3, 2010 according to weather history data. It was stated by the TXU representative that they are allowed to make estimations 3 times per year. Because there was no reason for there to be an estimation at this date it seems highly likely that the estimation was made to maximize TXU's profit rather than bill me, the customer the actual amount of electricity used for December 2010.
Our situation is certainly not unique, upon researching the company there are countless complaints of this very same issue with other customers and former customers.

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BBT5893
, US
Oct 07, 2009 2:27 am EDT

It sounds like from all that I have read here tonight that I am not in my boat alone. I too own a small business and have TXU energy service as my provider. When I set up my new contract in March 09, I gave them my address to start service at. They mistakenly started service at the building next to mine which is a lot larger than my building. When I recieved my first bill it was extremely high for my small business. The previous owner of my business was averaging a monthly bill of $70.00 and my bill was $450.00. When I called TXU to inquire about the mess up they realized that they had made a mistake and I thought all was fixed. The following month I recieved another bill for $952.00. I was outraged. So I called TXU back to try adn resolve this matter AGAIN, and they said, yes they had fixed the problem. They realized they were reading the wrong meter, however, someone still has to pay for that bill! I fought them every week from May - July and then they finally threatend to turn off my power to my building and all of my supplies would ruin. So with bitterness I felt there was nothing I could do but pay the bill for the Sears building next to me. Now I want to know what we as consumers can do to make this company stop getting away with fraudulant charges. Surely we can all get together and do something to make a stand! B. Thompson

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kucera
Arlington, US
Sep 26, 2009 2:06 am EDT

I have signed a new contract with TXU for my small bus. in Jan. of 09/ BIG MISTAKE / It is a locked in rate an my bills are now higher than ever. I cant believe it. I am so stuck... signed for 36 mos thinking I was getting a deal. Also they say that my demand has increased... dont know why because I have less equipment running than last year... I am so down about it because bus. is lower and food cost is up and now THIS... wHAT DO I DO? When I call them, I get the cold shoulder and some stupid explanation which is no explanation at all... what have I done? How do I get out of this and who can help me? I am sure there are other businesses out there in the same boat... We need to get together and take action... ENOUGH IS ENOUGH/ Suzanne Kucera [protected]

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Michelle
Mesquite, US
Jun 09, 2009 2:52 pm EDT

Christeen,

You sound like you know what you are talking about. My husband and I have a small business which we moved from one Wills Point, TX to Terrell TX. We use less energy than most households but we get charged more money than residental cusomers. That is not my main complaint but the demand charge is crazy. We have TXU & Oncore. They keep telling us that they have averaged our demand rate from the first 3 months that we were in the new business and that we can not get that changed until next year. They said that it only gets done over a three month period each year and that you a stuck with that demand charge for the entire year as they read the demand charge yearly. My husband has called several times and they told him that we could pay a licensed electrician to reset and sign a piece of paper to have our meter reread. Who can give me the truth about if the meter is to be reset each month? I do not think our meter has ever been reset at this location or our other location. To top this all off, I got a bill on our old location this past weekend for 3 months of demand charges for our location that we had the power shut off in February. We have not received a bill for usage for the past three months but they said we did not complete the process of closing the account so we owe the demand charge even though we did not use one minute of energy. Well my question to them is if we did not complete the process of closing the account wouldn't we have gotten bills each month? They did not have any records of any of the calls my husband had on made on the account. To top this off the electricity was cut off so we could not have turned a light on if we wanted to, so why would you charge me a demand fee for electricity we can not use? The customer service rep said that we owed the money and if we did not pay it that we could lose electricty at our new location. This is Theft! I wish we could do something about them! Please give more info. Thanks in advance.

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RICHARD SOTO
Angleton, US
Apr 06, 2009 10:11 am EDT

I AM IN THE SAME BOAT I SIGNED A CONTRACT IN 2002 FOR TWO YRS BECAUSE I KNEW THE PRICE OF FUEL WAS GOING UP MY BILLS WERE FARILY LOW SO I WAS ALRIGHT WITH THIS I NOTICE MY BILLS KEPT GOING UP EVERY MONTH I BLAMED THIS ON PRICE OF OIL WELL IN NOV OF 2008 BY BILL DOUBLED DEC AND JAN TRIPPLED I CALL TXU TO SEE WHY MY BILLS WERE GOING UP THEY SAID THAT I WAS USING A LOT OF ELECRICITY I HAD ALSO CALLED THEM TO LET THEM KNOW THAT WHY WAS I PAYING 15 CENRS KILWAT IF THEY WERE OFFERING IT ON INTERNET FOR 9 TO 11 CENTS THEY TOLD ME I WAS STILL UNDER CONTRACT UNTIL 2010 THATS WHEN I LOST IT I TOLD THEM NO WAY THAT CONTRACT EXPIRED IN 2004 THEY SAID WE HAVE A RECORDING OF YOU ATHORIZING US TO DO THIS IN 2008 THAT WAS 8 WEEKS AGO THEY ARE STILL LOOKING FOR THE RECORDING THAT THEY CLAIM TO HAVE OF ME OTHORIZING THEM TO PUT ME ON A TWO YR CONTRACT AGAIN THEY CAN NOT LOCATE IT THE ONE THEY HAVE IS THE ONE FROM 2002 WHICH EXPIRED IN 2004 ANYWAY THATS WHERE I STAND WITH TXU

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christeen
, US
Jan 29, 2009 11:42 am EST

I am a small buisness owner and for the past four year I have been tring to find out exactly what the demand reading was all about. Its been a long road, because no one wants to give you the actual information. In the begining of 2008, i finally received some information that you could reduce your demand charge by setting, lights, computers, etc and timers in 15 minute intervals to lower your peak demand. We did them in 30 min. just to make sure. For the whole year of 2008 we did this process (mind you small buisness, not alot of electric used) the demand never went down. So I spent hours each day tring to retrive information once again. Finally through googling. NOT through oncore I realized the the demand metor had to be set back at the begining of each month. Well we have a six foot fence around our metor with barbed wire and a personal lock. So we new for a fact that in the five years that the metor was never turned back. I read a law with the puc that a metor cannot leagally be estimated 3 months in a roll. HMMM... Every month the metor tag is supposed to be changed to a different color. So if your a metor readed and you can't turn back the dial after a reading, and the tag is a color from two months prior would this not be esitmating. KNOWING the metor is not correct then the numbers your reading are a estimate. I drove around all the commercial properties and it seems to me they are not resetting any metors. I am dealing directly with oncore to try to get a refund back. They have allready agreeded that my metor was not set back. I was there when the metor reader was there to reset my metor and give me a ocore lock for my fence so they could have access. He said look it allready peaked to 43 kw which would have read 1.82 x 24mulitplier. I had to tell him NO it 0.82 because the 8 would have to go to O before turning the first number to 1 . At 0.82 the kw would be 19. (Big difference) Now I question the ability of the people reading the metor. The oncore lady said well he is a profession reader. I said thats what troubles me. Sent a email of the photo i took of dials and she agreed it read 0.82. WOW. I called the puct with some question. In which by now i know all the laws extra. Asked a question about metors being reset monthly she insited it was averaged out yearly. I said NO this is not correct. She repield let me ask supervisor. She said the supervisor said the same thing. I said let me talk to supervior. He told me same thing. I told him he was wrong. Then he repied Well actually it depends on the energy supplier your with. They are all different. Why would he just pull a answer out of the air. We depend on the puct to protect our rights. How many people call and just hang believing him. Should his first comment not have been. Energy suppliers have different regualtions. What is the name of your co. and I will check that out for you. AHHHHHHHHHHH I am so fusterated. He said demand charges are difficult to understand. I said NO sir they are very EASY to understand. The four years trying to drag the information out of everyone, that was difficult. Now that i have all the information. I explained it to my 12 year old in about 3 paragrahs and she fully understood. KW metors are reset monthly back to O . They can only peak forward. (so if you turn everything on all at once that will make the peak high) If you turn every thing on on a timer of 15 to 30 min difference that will make it lower. If the first day of a new cycle you turn everything on at once and it peaks to say 40 .Thats it itwill be 40 for the month. It can go hight but not lower. Dont forget that not only our do you get the kw charge but some of the taxes you paid are determined on the kw reading. Find out your metor read day. Take a photo the evening before. Tags should change color monthly. Have tones of info . Hope i did not confuss anyone. I dream about electric I am so upset. Not only for myself but for everyone . This is Theft! Fraud!

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Ryan Hadley
,
Dec 02, 2008 11:01 pm EST

Greetings, All!

I am very sorry to hear about your trouble relating to your TXU experiences. Unfortunately, TXU doesn't seem to care about their customers and their issues. They were once a giant monopoly here in Texas, as was Reliant. But since deregulation, you have the power to choose your electric provider.

I work for Stream Energy via Ignite (the marketing arm), a competitor to TXU and Reliant in Texas. Unlike those two companies, Stream Energy does not advertise. They rely on word of mouth referrals from their customers to spread the word about the company. I am a Director with Stream Energy, and I'm here to offer you all a solution to your energy nightmare.

TXU charges in upwards of 13.8 cents to 16 cents for some month to month plans. The kicker is that sometimes they lock you in for a low rate, but when that rate ends, they don't tell you about it and put you on some plan for a ridiculous rate. Reliant is similar. My mother was on a low rate forever, and when she called Reliant, she found out that her contract had ended and they had rate hiked her to over 15 cents per kWh!

Let's assume you're on a Competitor's 12 month fixed rate plan. To be generous, I've calculated an annual electrical expenditure based on a 14.0 cent, 15.0 cent and 16.0 cent plan.

A Competitor
.140 (14.0 cents) x 1000 kWh = $140 x 12 months = $1, 680.00
.140 (14.0 cents) x 2000 kWh = $280 x 12 months = $3, 360.00
.140 (14.0 cents) x 3000 kWh = $420 x 12 months = $5, 040.00
.140 (14.0 cents) x 4000 kWh = $560 x 12 months = $6, 720.00

B Competitor
.150 (15.0 cents) x 1000 kWh = $150 x 12 months = $1, 800.00
.150 (15.0 cents) x 2000 kWh = $300 x 12 months = $3, 600.00
.150 (15.0 cents) x 3000 kWh = $450 x 12 months = $5, 400.00
.150 (15.0 cents) x 4000 kWh = $600 x 12 months = $7, 200.00

C Competitor
.160 (16.0 cents) x 1000 kWh = $160 x 12 months = $1, 920
.160 (16.0 cents) x 2000 kWh = $320 x 12 months = $3, 840
.160 (16.0 cents) x 3000 kWh = $480 x 12 months = $5, 760
.160 (16.0 cents) x 4000 kWh = $640 x 12 months = $7, 680

Instead of paying those rates, how would you like to pay 12.6 cents per kilowatt hour instead? Let's run the math on this and see what it comes out to be.

Stream Energy Fixed Rate plan @ 12.6 cents (12 months)
.126 (12.6 cents) x 1000 kWh = $126 x 12 months = $1, 512.00
.126 (12.6 cents) x 2000 kWh = $252 x 12 months = $3, 024.00
.126 (12.6 cents) x 3000 kWh = $378 x 12 months = $4, 536.00
.126 (12.6 cents) x 4000 kWh = $504 x 12 months = $6, 048.00

As you can see, the saving are huge in comparison. You should not be forced to pay a higher rate for your electricity to fund your electric company's advertising costs.

If you are interested in saving money with Stream Energy, please visit the following website to Enroll for Service with Stream Energy. Http://hadley.igniteinc.biz/

My name is Ryan Hadley, and when you sign up for service, I will be personally responsible for monitoring your service plan. If your rate is about to expire, I have tools that let me know when it will expire, and when that time comes, you will be made aware of the new rate after your 12 month fixed rate is completed. It is my honor to service and support you.

If you have any questions or comments, please, do not hesitate to call me or email me regarding your electric service. I am here to help!

Kindest Personal Regards,

Ryan Hadley
972.979.3531
http://hadley.igniteinc.biz/
electric.guy.ignite@gmail.com

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8:17 am EDT
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TXU blatantly deceives consumers into plans and contracts that are unreasonably expensive disproportionate to consumption - meanwhile, they misrepresent their terms and conditions and make it fiscally impossible to exit the consumer relationship. They will have their day.

Read full review of TXU Energy Retail and 7 comments
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1:48 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

TXU Energy Retail They did not fulfill their contract

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.

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Ryan Hadley
,
Dec 02, 2008 11:10 pm EST

Greetings, All!

I am very sorry to hear about your trouble relating to your TXU experiences. Unfortunately, TXU doesn't seem to care about their customers and their issues. They were once a giant monopoly here in Texas, as was Reliant. But since deregulation, you have the power to choose your electric provider.

I work for Stream Energy via Ignite (the marketing arm), a competitor to TXU and Reliant in Texas. Unlike those two companies, Stream Energy does not advertise. They rely on word of mouth referrals from their customers to spread the word about the company. I am a Director with Stream Energy, and I'm here to offer you all a solution to your energy nightmare.

TXU charges in upwards of 13.8 cents to 16 cents for some month to month plans. The kicker is that sometimes they lock you in for a low rate, but when that rate ends, they don't tell you about it and put you on some plan for a ridiculous rate. Reliant is similar. My mother was on a low rate forever, and when she called Reliant, she found out that her contract had ended and they had rate hiked her to over 15 cents per kWh!

Let's assume you're on a Competitor's 12 month fixed rate plan. To be generous, I've calculated an annual electrical expenditure based on a 14.0 cent, 15.0 cent and 16.0 cent plan.

A Competitor
.140 (14.0 cents) x 1000 kWh = $140 x 12 months = $1, 680.00
.140 (14.0 cents) x 2000 kWh = $280 x 12 months = $3, 360.00
.140 (14.0 cents) x 3000 kWh = $420 x 12 months = $5, 040.00
.140 (14.0 cents) x 4000 kWh = $560 x 12 months = $6, 720.00

B Competitor
.150 (15.0 cents) x 1000 kWh = $150 x 12 months = $1, 800.00
.150 (15.0 cents) x 2000 kWh = $300 x 12 months = $3, 600.00
.150 (15.0 cents) x 3000 kWh = $450 x 12 months = $5, 400.00
.150 (15.0 cents) x 4000 kWh = $600 x 12 months = $7, 200.00

C Competitor
.160 (16.0 cents) x 1000 kWh = $160 x 12 months = $1, 920
.160 (16.0 cents) x 2000 kWh = $320 x 12 months = $3, 840
.160 (16.0 cents) x 3000 kWh = $480 x 12 months = $5, 760
.160 (16.0 cents) x 4000 kWh = $640 x 12 months = $7, 680

Instead of paying those rates, how would you like to pay 12.6 cents per kilowatt hour instead? Let's run the math on this and see what it comes out to be.

Stream Energy Fixed Rate plan @ 12.6 cents (12 months) (Houston might be a cent more per kilowatt hour. I will check on this)
.126 (12.6 cents) x 1000 kWh = $126 x 12 months = $1, 512.00
.126 (12.6 cents) x 2000 kWh = $252 x 12 months = $3, 024.00
.126 (12.6 cents) x 3000 kWh = $378 x 12 months = $4, 536.00
.126 (12.6 cents) x 4000 kWh = $504 x 12 months = $6, 048.00

As you can see, the saving are huge in comparison. You should not be forced to pay a higher rate for your electricity to fund your electric company's advertising costs.

If you are interested in saving money with Stream Energy, please visit the following website to Enroll for Service with Stream Energy. Http://hadley.igniteinc.biz/

My name is Ryan Hadley, and when you sign up for service, I will be personally responsible for monitoring your service plan. If your rate is about to expire, I have tools that let me know when it will expire, and when that time comes, you will be made aware of the new rate after your 12 month fixed rate is completed. It is my honor to service and support you.

If you have any questions or comments, please, do not hesitate to call me or email me regarding your electric service. I am here to help!

Kindest Personal Regards,

Ryan Hadley
972.979.3531
http://hadley.igniteinc.biz/
electric.guy.ignite@gmail.com

J
J
Jeff
,
Aug 29, 2008 12:37 pm EDT

TXU loves to try and sign you up, they will be warm fuzzy and your best friend.
Call if there is a problem with billing, service or have a question - ha. They might as well answer by saying you have the wrong number. My wife got hung up on ( which I have seen her be rude to service reps, but she wasn't on this one). I called and was also ditched.

We'll call you back. No call back.
We'll get someone with you. Yea whatever!

Bottom line is go with other providers, all TXU is is a broker! And one with piss poor service.

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9:43 am EDT
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TXU called me on Jan. 31, 2008 and informed that the plan that I was on, Flex Protect, was being discontinued and they needed to switch me to another plan. The plan they suggested replacing the plan I was on is called Flex Protect Plus. They also wanted to tell me about their Market Edge plan which is a plan that floats w/the market prices. I agreed...

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M
12:00 am EST

TXU Energy Retail Scam billing!

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.

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Disgruntled
Fort Worth, US
Feb 03, 2009 4:24 pm EST

We went back to TXU recently and have been disgusted by the horrible service, in addtion they charged us more than double what our normal month's useage is historically. When trying to explain and get some kind of resolution, I've spent much time on hold and the same response over and over. I might as well be talking to a recording. When our contract is up we are moving service.
I don't get it, this is a company that's been around as long as I can remember, when did they stop caring about their customer and doing honest business.

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12:00 am EST

TXU Energy Retail Terrible customer service!

I was without electricity for four days and not due to non payment. TXU received my payment and still disconnected my service two days later. I have a child in the home that requires special medical care and we had to stay in the hospital for the weekend to ensure that she received the care needed. I explained this to the three supervisors that I spoke to in addition to the representatives, no one cared. They dragged their feet and my services was not restored until the fifth day after I finally contacted a supervisor that went a little further beyond an email. I am a single mother and we had to throw away all of the food in our refrigerator. I loss like that is a major hardship in my household. I cannot begin to explain the major loss that their negligence caused to my children and I.

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Ryan Hadley
,
Dec 02, 2008 11:04 pm EST

Greetings, All!

I am very sorry to hear about your trouble relating to your TXU experiences. Unfortunately, TXU doesn't seem to care about their customers and their issues. They were once a giant monopoly here in Texas, as was Reliant. But since deregulation, you have the power to choose your electric provider.

I work for Stream Energy via Ignite (the marketing arm), a competitor to TXU and Reliant in Texas. Unlike those two companies, Stream Energy does not advertise. They rely on word of mouth referrals from their customers to spread the word about the company. I am a Director with Stream Energy, and I'm here to offer you all a solution to your energy nightmare.

TXU charges in upwards of 13.8 cents to 16 cents for some month to month plans. The kicker is that sometimes they lock you in for a low rate, but when that rate ends, they don't tell you about it and put you on some plan for a ridiculous rate. Reliant is similar. My mother was on a low rate forever, and when she called Reliant, she found out that her contract had ended and they had rate hiked her to over 15 cents per kWh!

Let's assume you're on a Competitor's 12 month fixed rate plan. To be generous, I've calculated an annual electrical expenditure based on a 14.0 cent, 15.0 cent and 16.0 cent plan.

A Competitor
.140 (14.0 cents) x 1000 kWh = $140 x 12 months = $1, 680.00
.140 (14.0 cents) x 2000 kWh = $280 x 12 months = $3, 360.00
.140 (14.0 cents) x 3000 kWh = $420 x 12 months = $5, 040.00
.140 (14.0 cents) x 4000 kWh = $560 x 12 months = $6, 720.00

B Competitor
.150 (15.0 cents) x 1000 kWh = $150 x 12 months = $1, 800.00
.150 (15.0 cents) x 2000 kWh = $300 x 12 months = $3, 600.00
.150 (15.0 cents) x 3000 kWh = $450 x 12 months = $5, 400.00
.150 (15.0 cents) x 4000 kWh = $600 x 12 months = $7, 200.00

C Competitor
.160 (16.0 cents) x 1000 kWh = $160 x 12 months = $1, 920
.160 (16.0 cents) x 2000 kWh = $320 x 12 months = $3, 840
.160 (16.0 cents) x 3000 kWh = $480 x 12 months = $5, 760
.160 (16.0 cents) x 4000 kWh = $640 x 12 months = $7, 680

Instead of paying those rates, how would you like to pay 12.6 cents per kilowatt hour instead? Let's run the math on this and see what it comes out to be.

Stream Energy Fixed Rate plan @ 12.6 cents (12 months) (Houston might be a cent more per kilowatt hour. I will check on this)
.126 (12.6 cents) x 1000 kWh = $126 x 12 months = $1, 512.00
.126 (12.6 cents) x 2000 kWh = $252 x 12 months = $3, 024.00
.126 (12.6 cents) x 3000 kWh = $378 x 12 months = $4, 536.00
.126 (12.6 cents) x 4000 kWh = $504 x 12 months = $6, 048.00

As you can see, the saving are huge in comparison. You should not be forced to pay a higher rate for your electricity to fund your electric company's advertising costs.

If you are interested in saving money with Stream Energy, please visit the following website to Enroll for Service with Stream Energy. Http://hadley.igniteinc.biz/

My name is Ryan Hadley, and when you sign up for service, I will be personally responsible for monitoring your service plan. If your rate is about to expire, I have tools that let me know when it will expire, and when that time comes, you will be made aware of the new rate after your 12 month fixed rate is completed. It is my honor to service and support you.

If you have any questions or comments, please, do not hesitate to call me or email me regarding your electric service. I am here to help!

Kindest Personal Regards,

Ryan Hadley
972.979.3531
http://hadley.igniteinc.biz/
electric.guy.ignite@gmail.com

C
C
Consum ER
,
May 14, 2008 8:10 am EDT

TXU is the most fraudulent, abusive company to be found.

T
T
Terri D. Collins
,
Mar 19, 2008 1:02 pm EDT

I have called TXU energy for three weeks now, I have to talked to Selma, Alberto, Juan Carlos, Edwardo, Alexi, you name it I have to talked to them, but yesterday I talked to a young lady by the name of Gabby, not only was she rude but she hung up the telephone in my face, because I requested to speak to a Supervisor, because like I told you I have spoken to everyone. I lived at South Marcia Circle but I got a new house and had my electric services transferred to my new address at Briargate Drive that was taken care of successfuly, when I called the City of Houston Water department they explained to me that I needed a (Letter of Residency) from my electric provider, they told me to have the letter faxed to them I called TXU talked to a young man who told me that this would be taken care of I gave him the fax number and hung up. A few days later I called the Water department they said that they have not recieved it, I called TXU energy again and was told that it did not go through, and it would be faxed again but it would take 5 to 7 business days to be taken care of that this was the policy, I said that noone ever explained this to me and further more why does it take 5 to 7 days to fax anything. My daughter and I are living with friends mind you through this whole ordeal, I called back again a few days later, and noone knew what I was talking about, because everytime that you call you talk to someone new, and you have to explain the whole story over again. I asked to speak to a Supervisor who was rude until I explained to him what I was going through that I bought a house that I can not live in because of water. He told me last week that he put in a request to have the letter faxed and that the matter would be solved. I recieved a Letter of Residency in the mail it had my old address on it not my new address and the Water company refused to take it, so my daughter and I are still displaced, I called and talked to Gabby and explained once again the whole story also the addendum of the mistake that was made by TXU, she said that she would put another order in but once again I would have to wait another 5 to 7 day's I asked why, she told me that noone was going to change the policy just for me. I told her to let me speak to a Manager again, that I had been through enough and I did not want to speak with her anymore since she had to be so rude. Ms. Gabby said call back then and she (HUNG UP IN MY DAMN FACE). So I have called my Lawyer to see what else I can do, because now I am pissed for someone to tell me that I could call back everyday or every hour the results are going to be the same. It is coming to the beginning of a new month and my house payment along with TXU's electric payment is due again and I still don't live in my house, now you tell me what kind of mess is this. I did not get with TXU to be treated bad. I am still in need of a Letter Of Residency faxed to the Houston Water Department
[protected]). My daughter and I can no longer live like this. I called today to check on the status of my letter to find out that they tried to send it to the wrong fax number, so now another person stated that he would have to put in another request and yes you guessed it we would have to wait another 5 to 7 days before the letter can be faxed, this is beyond a disgrace. Thanks Terri D. Collins

ComplaintsBoard
S
12:00 am EDT

TXU Energy Retail Poor customer service!

EXTREMELY unhappy with TXU... how do i even begin to describe this company. I have seen company's set some bad standards, but guys if you have not dealt with TXU yet you haven't seen anything. Lets start with customer service, they have a bunch of dumb CSR's answering phones calls and are clueless, they make promises left and right just to get you off the phone, when you call back neither their supervisor NOT EVEN THE DIRECTOR knows what the heck is going on... They had a system glitch that caused the internet payment to not to post in system, therefore even before my bill was 30 days late they disconnected my electricity, i called the same afternoon by 12's and paid the bill and also a priority fee to have my electricity switched back on, i was given every assurance in the world that no matter what the power will be restored by midnight. It has been two days and nothing has been done as of now. I called TXU back they blamed the problem on Center Point Energy, when i called Center Point they said that its TXU's system thats messed up and its not only me but other customers are also mad at them, a supervisor from Center Point actually contacted TXU but again as usual NOTHING was done. I spoke with a Manager at TXU the guy said i am sending a priority connection notice right now and it should be there within 30 mins, i called Center Point and they said it takes up to 4-6 hrs to get that order and that he is lying, I called TXU MANAGER back at the phone number he gave (HE HAD CONFIRMED THAT NUMBER TO ME 3 TIMES) and as you have already guessed the number was incorrect, However then called the regular # and this time i spoke with a SO CALLED DIRECTOR who said the manager put in his notes that the electricity should be turned on by monday (3 days after) and he called Center Point and they have no much work that they cannot do the reconnection; the so called director said the Priority fee was incorrect and it would be a refund and there is nothing she can do even if it is a system glitch and that the supervisor whom i spoke with cannot be brought on the phone, she was extremely rude, just simply didn't care. I have not come across another company with such heartless people. I called Center Point and they laughed at this and said if TXU can get a order to us we would reconnected your service even on a SUNDAY. During this entire process i spoke with 9 CSR;s with 9 different stories. One of them refused to transfer me to a supervisor, the exacts words were (I CANT TRANSFER YOU TO A SUPERVISOR JUST BECAUSE OF THIS) by this time i had lost it and blew off on her, i informed the csr that i have been out of electricity for two days due to TXU's fault and you are saying i cant get any help or answer and you just expect me to sit her and wait for days, she was like well there is nothing we can do... HOW DOES A COMPANY LIKE THIS SURVIVE PLEASE TELL ME smb!

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former employee of txu
,
Nov 17, 2007 4:46 pm EST

I've been commenting this complains, I no longer work but used to be there in the front line taking calls just like yours. If I ever had to call TXU Energy customer service, I rather speak to the agents than to the supervisors and if I'm not pleased with the agent I am speaking with, I would hang up or ask them to transfer me back to the queue. To me, this is the problem (and the reason why I left TXU Energy): The people on top are not necessarily those who know the most. I was offered a promotion for over 2 months and never got anything, people who asked me what the correct procedure was or even what to do in calls less complicated that yours, were promoted before me. TXU Energy prides itself for having "the best" customer service, truth is only 10 - 15 people inside the call center where I used to work actually know what their job is... and there they are, still taking calls as regular agents.

ComplaintsBoard
K
12:00 am EST

TXU Energy Retail Incredibly poor service

We were without power for two days due to a problem caused by TXU. No one, either in customer service for TXU Energy, or TXU Delivery made a minimal effort to correct the problem. They knowingly lied to us every time we called customer service. After at least fifteen calls to customer service, we finally called the corporate office and found an individual who would help us get the power turned back on. This problem was not caused to nonpayment or late payment - we have a perfect payment record for the last 25 years. This was caused by non-maintenance of power lines owned by TXU. Due to having no power for two days, not only were we out the cost of an electrician who was trying to help us, but all the food in the refrigerator and freezer had to be thrown out, and my husband, who telecommutes from work, lost at a minimum 16 hours of billable time. We estimate the total out of pocket cost to be between four and five thousand dollars. They don't care. They will never care. They are interested in charging the customer and collecting their money, not in providing any service and there is nothing any of us can do about it. Short of spending more money and hiring a lawyer who can probably accomplish nothing against the corporate bureaucracy, the average consumer has no recourse against this type of treatment. My plan is to post as many complaints as I can on every website. In addition on Monday I am canceling service with TXU - it is my only option.

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law office of houston
houston, US
Jun 26, 2011 4:40 pm EDT

well when I called over my most recent 530.00 txu bill I was told that they never read my meter they guess estimate it due to my dogs gates well newflash I have no dogs no locked gates liars! And to the above holy roller judger would you be able to pay a 500.00 a monthy txu bill no I didnt think so ! lol crazey sick person I had the same eperience that most of these customer did idiot over sea customer service with no education no answers-- I am a houston attorney and I did record all of my calls made to txu customer service - I would highly recommend to drop txu and switch to ambit they are way more skillful and you get a american educated customer service rep on the phone not a idiot from panama canal without a last name ! Thanks also there is alot of legal action against txu thanks to customer like you and I..

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youhavebadluck
, SV
Sep 09, 2010 10:54 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

its just a matter of luck! I know people that they like TXU Energy but its ONLY because of their customer service, and ONCOR, CENTERPOINT ENERGY, TNMP COMPANY, AND MORE, they are the ones who deal with cables and poles and wires.

SIMPLY ITS BAD LUCK AND REVIEW AND MAKE A DIAGNOSIS OF YOUR LIFE AND YOU WILL DISCOVER THAT ITS BECAUSE YOU DID SOMETHING WRONG IN THE PAST, I HAVE BEEN WITH THEM, AND LOOK, NO ISSUES AT ALL.

WHO LIKES TO PAY BILLS? WHO LIKES THE Racism ? SPECIALLY IN U.S.A?
LET GOD BE PART OF YOUR LIFE AND YOU WONT SEE THESE TYPES OF ISSUES NO MORE.

IF YOU ARE THINKING CHANGING FROM TXU ENERGY AS A COMPANY WILL FIX YOUR PROBLEM, WRONG, WRONG WRONG, YOU WILL HAVE EVEN THE SAME PERSON OR TECHNICIANS TO PROVIDE YOU THE ELECTRIC SERVICE.

DONT BE FULLISH OF FOOLS!

DONT BE A Racism PERSON! WHAT MAKES THE DIFFENCE BETWEEN YOU AND THE PEOPLE LIKE THEM?
DO THEY THINK THE SAME WAY YOU THINK? YOU THINK YOU ARE SMART AND THEY ARE NOT

GET GOD IN YOUR LIFE PLEASE, IF NOT YOU WILL BURN IN HELL

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ags84
Brooklyn, US
Mar 09, 2010 1:34 pm EST

I have never in my life dealt with a more fraudulent company than TXU. I was ignorant and I guess spoiled coming from the North East where utility companies are regulated and kept in check with the government to make sure they aren't over charging and lying on bills about usage. Here's what I just submitted to the BBB, I doubt it will get me anywhere. But basically my bill went from being $60 to $430 the next month and this was with no one living there half the time! We have tried and tried and tried to get TXU to admit they are either lying or made a mistake and they won't budge. Dealing with them for the year and a half I was in Texas was a nightmare, our electricity was going out all the time, they turned it off without warning and would turn it off even when we paid our bills on time and try and charge us a fee to get it turned back on, not to mention that they wouldn't send someone out for another day after they turned it off. And we were being overcharged the whole time we were there. We had bills up to $600 for one month in a one room studio apartment. Oh and we almost never received our bill in the mail. I would have to call them several times before I could get a bill actually sent to me, including my last bill for the apartment I moved out of, I still have not received it even though I've asked them to send it multiple times. I also have never been able to actually view it online because their website conveniently enough doesn't load the current or past bills:

I believe that TXU Energy has provided false meter readings and estimates for account number {woops editing out my account number and former address}.
I initially contacted the company in the beginning of January 2010 regarding a $430.27 charge for the month of December, because the charges had almost doubled from the previous month and had gone up more than 5 times from the month prior to that. Considering that I was not living in the state and there was only one person living in the apartment part time the reported usage was obviously false. I was told that the meter reading was estimated based on the usage from one year prior. When I mentioned that the previous year we had had an issue with a heating unit which was malfunctioning and over using electricity and that after it had been fixed our electricity bills had been reduced significantly, if they were estimating based on the December of 2008 then the estimation would not be correct because the heating unit not only was now functioning properly but was also not being used the majority of the month because we had already begun moving out of the apartment and were not there for much of the time in the later months of 2009. I was told that the corrections would be made on the next bill when they were able to get a new meter reading.
I have since contacted TXU again because my bill is still very high, and believe that they still have the incorrect meter reading. The meter reading for the month of December 2009 which was based on an estiamation on January 3, 2010, not an actual reading had not been adjusted by even a single digit, the bill had not gone up or down at all, TXU claims that they estimated the bill for Decemeber 2009 usage down to the very last penny without looking at the meter. Additionally we were told that there was an estimation because on January 3, 2010 the meter was not accessible. This statement is false. There are no fences on the property, the meters are outside of the building, there are no animals living on the property and there were no weather issues on January 3, 2010 according to weather history data. It was stated by the TXU representative that they are allowed to make estimations 3 times per year. Because there was no reason for there to be an estimation at this date it seems highly likely that the estimation was made to maximize TXU's profit rather than bill me, the customer the actual amount of electricity used for December 2010.
Our situation is certainly not unique, upon researching the company there are countless complaints of this very same issue with other customers and former customers.

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ARB_86
Overland Park, US
Feb 24, 2010 1:04 pm EST

Texas has a screwed up way of distributing power. There is no way to get around ONCOR because they are incharge of the line maintanence. The few retailers provide you with the only choose allowed. Either way, i agree that ONCOR is one of the most unhelpful groups around. They sometime take up to 2 weeks to respond to service requests. Try getting a planner out to a site to discuss power availability, they either take forever to respond or they don't show up.

Stay out of Texas, that's the only way around these issues... Or you could move rural and get power from a coop, it' s gonna cost you a few extra bucks over the year but MAN do they appriciate you business.

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jipped2
Katy, US
Feb 01, 2010 8:30 pm EST

********** Executive Feedback **********
I have a complaint in regards to your billing services, I feel that TXU made a HUGE mistake that left my family out of our home on [protected] while I was on a business trip, They disconneted me by mistake - I called in and the operator stated that she had to collect 159.16 as well as an additional fee for Same day reconnect, I paid it all even after explaining that my statement had a due date of [protected] and late after [protected], I also explained that i had a payment scheduled to pay 200.00 on [protected] at your website. Nonetheless, i paid because my husband and children were locked out of our home without power.. I got on my plane and when I arrived in PA, I called my husband it was 830PM and they were still outside, since 1Pm. I called TXU and they assured me someone would be out before MN. No one ever came - when I arrived at my hotel around 11PM I called TXU and they could not tell me why noone had shown up, but did tell me the disconnect was a mistake, she then connected me to the emergency outage department and they stated they never received the order to reconnect at our address, called TXU back and she stated that they had sent the order but it had been rejected. My family was out of luck. She then assured me that they would go out PRIORITY STAT at 0800, and offered me a credit of 100.00 No one came the next day until noon - I clled on [protected], explained I was cancelling the 200.00 payment previously scheduled to pay on [protected] and asked about the credit for 100.00 as I did not see it. She could not find it either but read the notes and was turning it in or credit and said my balance was 42.52. Now I get A DISCONNECT notice today! I called in and they are telling me (MIKE 80490) is now telling me that my balance is 142.52 and not only am i due to be disconnected because my statement was due [protected] and it does not matter that my WHOLE family was inconvenienced - the bill is as it stands AND that it WILL affect my internal credit with TXU! This is a way for TXU to give credit and then charge it back to me after my children had to stay outside of our home and miss a day of school! This is the worst treatment I have exer received. and feel that TXU has taken advantage of us all over again. This should not be the way you do business.

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Dallas herb
Dallas, US
Jan 15, 2010 4:02 pm EST

TXU _Oncor sucks; they are not fair for a big energy company they with not help the little people who are on disablitie goverment funds and so much trying to stand on my feet and have a place to stay and just live peaceful life ! every time they change the new meter they steal from the customer! STOP RIPPING OFF GOOOD PEOPLE!

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Dallas herb
Dallas, US
Jan 15, 2010 3:54 pm EST

T

Txu is indeed a rip off company, this company charged me in May of 2009, $400.00 deposit for service at my small one bedroom apartment . in the hot summer here in Texas I never went over 500 usage . they sent a rep to my apartment who changed
my energy meter to what they call a advanced meter my bill shot up to 1987 usage from
$31.89 to $180.00 with then one month, I live alone and have never used a lot of energy. I'm on social security disablitie that all the income i get and I have to pay or be in the dark. I have to choose between energy or food with my fix income TXU-Oncor has no heart for their customer. they won't stand for their mistake!

Herbert K Jackson
herbert_jcksn@yahoo.con

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tiredof being ripped off
North Richland Hills, US
Jan 11, 2010 5:26 pm EST

TXU sucks.. Money hungry trolls ! They could care less about customers as long as $$$$$$$$$ is being brought in! My bill has NEVER been over $250.00.. then I get my bill today and it's $100.0 more and when I called TXU .. the CSR kept telling me that I dont have any options but to pay.. I told him.. OH YES I DO I CAN TAKE MY MONEY AND GO TO ANOTHER COMPANY! I will never refer TXU to anybody I know .. They are nothing but RIP off artists in disguise as an honest business.. Ever heard of David and Golath TXU? The lil guy won!

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terri123
Burkburnett, US
Nov 17, 2009 9:47 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

I hate txu i meter went bad and onocor nor txu will make any adjustments on my bill which is now 565$ thats for 4 months because my meter was bad and I contacted them the 1st month it happened and it took oncor 4 months to come change my meter and many phone calls! How frustrating, has anyone taken this to court?

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Haslet-Fort Worth TX
Fort Worth, US
Aug 31, 2009 11:44 am EDT

I bought a new house in May '09. I was instructed to have the electricity switched over into my name with TXU, which I did on 05-28-09. To have electricity to move in, I had to give a $400 deposit. Two days later I called Green Mountain Energy and had them take over my electrical needs on 06-01-09. Several months later now I am receiving bills from TXU with estimated readings stating I owe Hundreds of dollars for service that was never provided. Meanwhile I am paying Green Mountain for actual service provided. I have called TXU multiple times over the last couple of months and have spoke with employees and account supervisors for customer service. Customer service, who is stationed in Central America, has told me numerous times the system is down and they can not help me or that they do not know what is happening. Each time I call the next supervisor acts like this is the first time I have called and asks the same routine non helpful questions. I have contacted the billing department for TXU and have received the same insufficient help. I have made a complaint throught the customer service as a formality, what a joke right like thats going to accomplish something. Each time I call TXU the supervisor calls ONCOR and ONCOR tells TXU account supervisors that I did switch over to Green Mountain Energy on 06-01-09. TXU sent me a bill stating my deposit would be credited to the amount I owe them and I am responsible for the remaining hundreds of dollars. I HAD SERVICE FOR TWO DAYS and they tell me I still owe them hundreds of dollars, this is ridiculous. They refuse to fix this. I made a complaint through the Public Utilities Commision web site and have heard nothing back. TXU refuses to give me a number or email to any corporate person to help me with my needs. A lawyer would cost more than the ficticious debt owed. I do not know what to do. Does anyone have any numbers for corporate personnel or any suggestions.

ComplaintsBoard
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12:00 am EST

TXU Energy Retail Double billing problem!

I called TXU to start service 7/10/06 in an apartment & at the same time told them to close my service @ the address I was leaving on 7/31/06. I was taking my time moving & did the final cleaning before turning in the keys. In August I received a bill on what I thought would be my closng bill for 2wks service. Was I surprised when I was still being bill up to August 15th & owed $178! I called again & was assured that it would be handled & a new closing bill would be sent. September came & now I owe $388!

My landlord refuses to give me a letter confirming when I moved cause he doesnt want to be billed for it!

I have spoken to several people & they say I pay or go to collections.

I have heard from 3 other people this has happen to. A Class action suit is needed against TXU.

P. W
Fort Worth TX

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Heatherheh
Katy, US
Apr 06, 2010 8:26 pm EDT

i had the same problem, would you like to start a petition for a refund?

ComplaintsBoard
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12:00 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I started service with TXU Energy and sent in the proper paperwork the proper way to get my $50 credit for new service. I was told it would be applied after 1 months service. I spent 2 months calling them and trying to determine when my credit would be applied. I was told the following month and then they couldn't find my paperwork I sent in for the credit...

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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
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    Residential
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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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    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
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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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