“ I have been a TXU customer for an estimate of six years and don't plan to make it seven. I opened my TXU invoice for February on January 28, 2021 and after seeing the amount of$544.65, usage of 3315 kw, I knew this was a mistake. I called TXU thinking the amount would getadjusted immediately, instead, their apologies were turning into excuses, realizing customerbloyalty didnt matter. Centerpoint came out the following morning, not my request, turned off my electricity for a metertest without any notice. I am on time with payments, so I knew that wasntthe reason, so I immediately went to the meter, where I asked Centerpointrepresentative why he turned off my electricity? He replied , he was doing a meter test, requested by TXU. After our conversation, I learned he had installed a new smart meter on September 20, 2020, the same date I transferred to this apartment. I confirmed the installment date with three TXU customer representative, two supervisors and a senior manager. I was told the smart meter is working correctly and I would have to pay the due amount, $544.65. This amount was double from All my past monthly invoices and the same after comparing current neighbors usage, with same floor plan.I spent several hours on my TXU account dashboard, where customers are told the information is efficient, able to track real time usage, showing an estimate during billing period and an actual at the end of billing period. I manually added all daily usage/cost for billing days and the total was half of what was showing on statement. TXU Supervisor & Manager confirmed the mistake, only to tell me they had to open a new investigation ticket withCenterpoint. I stated several times, I am a TXU customer, not a Centerpoint customer, and why do I have to wait on what they decide about my TXU account, when TXU is their customer, not mine.After my research, I found misleading information on several past invoices, needing answers to my questions, only to receive dishonest answers. Old Meter ID 9227319 was replaced by New Meter ID 88305995 onmy move in date,September 20, 2021, the date my start of bill cycle, ending October 20, 2020. Instead, my Original invoice for this period shows an Actual Read from old meter. My December original invoicel shows old meter ID with estimated reading. My January 2021 original invoice is the first invoice showingnew smart meter ID, along with bill corrections for Dec, Nov, two for Oct(all 2020), showing Actual Readings from new meter and new charges. TXU, states on "myaccount dashboard", your monthly bill provides your official usage asdetermined by your local transmission and distribution utility. I paid my original monthly invoice for October, old apartment that I transfer from, differentmeter and three days at new apartment, of which I had not moved in yet. November, December2020 invoices were changed, showing on my January 2021 invoice, with new actual readings, changing the meter information. I paid $300. on February's invoice, waitingfor Centerpoint to complete their investigation. I recently received March 2021 invoice, showing newcorrections, for February, along with new Actual readings for all past invoices at new address, Oct, Nov, Dec 2020,( third time on changes) Jan(second time on changes) & Feb. 2021(moved the amount difference to previous months in 2020. After many hours reviewing the invoices,phone conversations with TXU representatives and consumer support representatives, I amupset and will Not allow TXU to bully a loyal customer, especially when TXU is not following their own policies, taking advantage of loyal customers by giving the choices, 1) pay the amount they are demanding or 2) No electricity. I filed a complaint with Better Business Bureau(BBB) & Public Utility Commission(PUC), both have opened investigations. TXU needs to take responsibility for theirmisleading, dishonest and bad service actions. I paid All of the Original invoices and as a loyalcustomer, l deserve better than what is occurring.I have all original invoices, showing the changes and other documents pertaining to this matter and I should not be dealing with TXU's mistakes. ”
“ Make pretty promises to get you to sign up but will screw you over once the contract is over... ”
“ I recently inquired about new service with Customer Service Rep - Carolina C. Although I didn't choose this company, I felt that she should get recognition for being so thorough by calling me back twice because I couldn't finish our conversation the first call. She was so pleasant and understanding! ”
“ They have too many extra charges, so be careful before you choose. I will never recommend it anybody. ”
“ At first everything was ok with this particular company TXU. Gradually it became worse and my bill became more expensive month after month. Please take my advice and run the other way this company will gouge you and give you the run around when you ask them about your bill. Would never wish the trouble Ive went through with them on anyone. ”
“ Txu billed me twice in the same month ”
“ Folks I want to share how being lazy has cost me money, always put off shopping energy providers until I had another $600.00 electric bill (extra usage) due to my mother-in-law living her last days out with us (4 months, only thing I can justify a large bill with, and really nothing changed). I finally listened to my nephew and connected with Energy Ogre, I've had 2 full months with them and my bills have been $130.00 and $126.00, which just makes me sick for not looking into this sooner. A TXU Rep called to see what it would take to win us back and once I said we were now with Energy Ogre she said Thank You very much and hung up. SHOP ENERGY OGRE. I believe in Capitalism and I assure you TXU is capitalizing off the lazy folks like me. Shame on me for not looking into this years ago. ”
“ Been with TXU for over 10 years! We had power through this past winter storm disaster. We Always get a rebate check at end of year! We have always been on their flat rate program, which makes budgeting easier! Make the choices that will help you! ”
“ If you call customer service when there is a power outage, expect to be talked to condescendingly then put on hold until you finally decide to hang up.Weve had TXU for almost six months now and have lost power at least four times for multiple hours at a time. Locked into a 12 month contract but as soon as that is up, were ditching this company for somewhere else.In a state where customers can CHOOSE their electricity company, youd think they would actually care about how they treat their customers. ”
“ Not knowing much about all the different energy companies that are offered in Texas I went along with this one. I was a customer for 5 years and was never told that I was under an average billing plan. Once I decided to go with a different energy company when my plan ended with TXU I was told that I owed over $700 because I used more energy than the company averaged out for me. Now as far as I know with average billing base on past usage a specific amount is set by the energy company that is paid every month and at the end of the term there is either a credit, an amount owed or you break even. My monthly payments were never the same. It always, so I was very surprised when I was told this. Of course, I could not pay the entire bill. I paid $25 a month but that was not enough for the TXU and my remaining balance was sent to collections around January 2020. In August 2020, I paid the entire collection and was told that it would be removed from my credit report. The collection was removed but the charge off the account was not and I called the company only to received a letter saying that the charge-off account will be removed 7 years from now. Take my advice and find a different company. I am going to file a complaint with the Consumer Financial Protection Bureau. fluctuates ”
“ Ive only been in Texas for 3 months and this is company riffed me off. For being here months i paied them total of almost $2000 worth of electricity and cancel fee. When i opened the acct, ive been told cancel anytime. But once i found out my bills were constantly $400 + every month eventhough nobody is home, i decide to nolonger want to do business with them. They charged me $300 to cancel the service. If anyone file a lawsuit against this thrief, im after. Unbelieable. ”
“ 1/27/2021 My husband I had called to ask why our bill keep going up? The gentleman told us our contract has been expired since October of 2020. We never got a paper stated that the contract is about to be expired. As a customer I think TXU should at least called to ask if we want to keep the services. I called today to see what can we do? I kept getting people that was rude and tell me if we dont pay than our service will be cut off. Then he told me to call 211. When I called the third time to speak to someone that works on Sales Dept. She was awesome and I wish everyone was the same way. The we got contract instead pay every month. I had forgot to ask her if we were responsible to pay the remaining balance. I dont think we should pay $300. When you change month to month basis to contract. Plus we still owe $230.03. I cant afford these outrages prices. I even told this supervisor that I couldnt pay these outrages prices. This manager had no Sympathy. I wasnt happy with the service. TXU used to be awesome. TXU is trash!!! I told the supervisor Im the only person thats working. My husband is disabled and he cant work. Horrible experience with TXU ”
“ THEY HAVE DOUBLE BILLED ME ON AUTO PAY FOR ALMOST A YEAR, AND THEN THEY OVERBILLED MY ELECTRICITY, RAISED MY RATES WITHOUT MY KNOWLEDGE THEN SENT ME A $661 FINAL BILL FOR TWO WEEKS! DO NOT USE THEM THEY ARE CROOKS. ”
“ Buyer remorse big time...I have been with TXU for a short time my first bill was high and got a second bill for 159.00..I live alone and never had a bill that high...And I checked around to ask some friends and they also shared concerns with txu..there was a misunderstanding with my old electric company I had been with for 6 years...IF YOU HAVE A GOOD ELECTRIC COMPANY TAKE MY ADVICE AND STAY WITH THEM!!! I'm on some sort of plan for the month of December my electric is 50% off so they hit me with a high bill...SHAME ON YALL TXU..DURING A PANDEMIC!!! ”
“ Txu reports false info to the credit agencies. Bill is paid and when i disputed the account they report it as consumer disagrees versus reporting it as paid. FCRA AND FCA will be used in lawsuit against TXU. ”
“ I'm not a writer of bad reviews but Jesus Christ, TXU has irked me to the core. I moved to Texas in 2019. The apartment complex I moved into required tenants to contract with TXU. Of course I went ahead and made an account and signed a simple electricity contract. The contract was for 1 year. Once my year long lease at this apartment complex was coming to an end, I decided I wanted to 1. move to a new apartment and 2. no longer be a TXU customer. At this point, the only reason I wanted to switch electricity providers was because TXU was quite pricy for no reason. I knew there were much better options. Might I add, this was my first time living alone. I made the assumption that my year long electricity contract was over, and I did not want to continue service, so my service was over. I'll take responsibility for this one, though. Was my mistake. I was supposed to call and actually cancel it. My lease and electricity service ended at the end of July, 2019. As of July 2019 I was 100% paid off with TXU. Owed them nothing, apparently. Until a few weeks later, I noticed TXU pulled $250 out of my account. Thought it was strange, especially because the amount was nowhere close to what my usual electricity bill was. I knew it was some sort of mistake so I disputed it with my bank and they reimbursed me within a few days. NBD. But then it happened the next month, and the next month, and the next month, oh, and the next month. All in all for a total of 6 months. Obviously, something was up, so the second or third time this happened I called TXU. They explained to me that because I didn't cancel my service I was actually paying for someone else's electricity, whoever moved into my old apartment after me. I was shocked? Concerned?? So trying to get to the bottom of this I'm transferred to about 7 different people all who try to explain the same confusing story to me. I explained to them my situation where I told them, hey I forgot to cancel this service and again, that's on me, but asked "can you forgive this?" They said yeah. Key word SAID. They told me it was taken care of, this wouldn't happen again, I was completely paid off. All was well until I continued to get money pulled out of my account. About $250, but each time the amount was $20 + or - different. Each month I called, spoke to a new person who told me a DIFFERENT story on why I owe $250. It was never clear. Oh and forgot to add, several months that this happened they pulled this money out of my account so I couldn't PAY MY RENT ON TIME. I'd say I ran into 4 $50 late rent fees because of this. And one time couldn't buy groceries because of this. Every time I call, I am convinced by John Smith in the call center that this won't happen again. Probably after the 9th phone call to TXU it was suggested that I file a claim through TXU. So I said OK. They "filed a claim" and just never got back to me. So I finally called them about it and they said "OH we have great news! You actually don't owe us this money!" No sh*t! "But you do actually still owe us $97 because you didn't pay your last bill." OH REALLY? So they went on to explain that my last bill was paid but then was apparently refunded back to me (for no reason at all). After MONTHS of them saying I WAS PAID OFF. So after 6 months of dealing with this they're like "oh yeah you don't owe us THAT money! Silly! You just owe us this OTHER MONEY!" It absolutely is unjust for them to still be trying to charge me. It's now 6 months later and I'm still dealing with this. Spent an hour on the phone with them today. The "supervisor" put me on hold for 25 minutes to "find a solution." He came back on the line to tell me that there's no solution. OK perfect, TXU has wasted yet another (I know, shocking) hour of my life. In the past 6 months, I've probably called TXU 15 times. 0 of those 15 calls were productive. Since having this newly discovered balance, TXU has called me everyday. I just opened my voicemail and without scrolling theres 7 robo voicemails from TXU. Huh, its funny, I didn't blow TXU's phone up when I couldn't afford groceries because of them. Shame on TXU. This is astronomically absurd. I will NEVER be a customer again and will NEVER speak kindly on this company's behalf. ”
“ I was sold a plan on the phone that was not what was described in the term that I received so I tried to cancel within an hour but unfortunately I was told that the service was already switch and I have to wait the next day to switch back to another provider but I was assured that I will have nothing to paid (or if anything a very small amount for the day of usage). Now I received a bill that yes show a small usage of $1.29 but on top of that they charged me a $9.95 of base charge!The same day I had a manager called back to apology and ask me if he could anything to get back my business but really now I don't think I will ever consider TXU and even recommend them to anyone! ”
“ Way over priced. Reps that lie through their teeth about average price, swore up and down the energy cost was the average. Terrible customer service, at least they let me out of their contract when I threaten the PUC complaint. Do not do business with them! You will regret it. ”
“ The service was honestly fine when I was using it. However, I called and informed them I was going to be moving and instead of scheduling the service to be disconnected and the "Going to be Disconnected" issue on the website they kept my service going stating I specifically had to call and have the service disconnected! Be careful and look at more places! This one is just a trap in the end waiting to scam you out of as much money as they can get! Not to mention their customer service sounded like they were in India and I could only understand half of what was being said! Would not recommend! ”
“ Called in to renew my TXU Plan because my current plan was expiring 12/2/2020.. Spoke with customer service rep at 5:38pm. He told me about the Precise Saver 24 Plan. But I was trying to see the difference between the plan I have now and the Plan he was speaking of. The customer service rep was acting as if I was getting on his nerves with my questions, like he did not want to be bothered with me. I found myself telling him if I am cannot ask you questions let me know and I will hang up, call back and speak to someone else. By this time I had no interest in what he was talking about, over it literally. Been with TXU for 2 years, and this is ridiculous. ”
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