ComplaintsforTXU Energy Retail Company, LLC

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had solar panels on my home for nearly two years, and the entire time the solar panels have been providing energy into the electric grid. TXU has been able to see this. However, I was not getting credit for the energy that my solar panels (that I pay for) have been producing. TXU customer service has verified that they are able to see the energy that my panels have produced, however since I was on the "wrong plan" they will not be giving me any credit for the energy production my panels have produced. Additionally, they will not even investigate the issue to see if there is anything they may be able to do. I attempted to speak with a supervisor, who told me I could not appeal nor be provided in writing any sort of information in regards to the energy my panels have produced, and if there is any compensation I may be able to seek. They will not provide me with the policies or regulations which dictates this, or any assistance other than a $250 credit.

  Customer response

  04/22/2024

  Hi, *** contacted me and the complaint is resolved. Thank you.

  Business response

  04/26/2024

  Dear BBB Staff,
  
  Thank you for notifying us of ************************* concerns with TXU Energy.  TXU Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  Records show ************** enrolled for service with TXU Energy on 12/01/2021, however, TXU Energy was not notified of the installation of Solar Panels. 
  
  Records show that ************** contacted TXU Energy 04/14/2024, to inquire about her usage.  During this call, **************** advised that shes had solar panels installed on her home 2 years ago and wanted TXU Energy to apply a credit to her account.  The ********************** representative advised *************** the rate plan that she was currently enrolled in, did not provide Solar Panel credits.  It was also explained that a Electric Provider has to be notified of the installation of Solar Panels so they can ensure the customer is on the proper rate plan.  The representative offered to enroll *************** into a Solar rate plan, however, she advised that she think it over and would call back.
  
  On 04/17/2024, Mr. and ***************** contacted TXU Energy and agreed to enroll in the TXU Energy Solar Buyback Saver 36 plan. During the call, **************** again requested that the account be investigated to see if TXU Energy would look into crediting her account for the past two years. The representative advised he could not guarantee that anything additional would be given as there was no error on TXU Energy.  The representative offered a courtesy credit for $250, however, *************** was not receptive to the credit being offered and declined to accept.  The TXU Energy representative escalated ***************** call for further investigation.
  
  Records show that TXU Energy agreed to honor ***************** request and completed an audit of the account from December 2022 through 04/18/2024.  On 04/22/2024, the investigation was completed, and was determined that the credit total for this period is $163.70.  
  
  A TXU representative contacted **************** to advise of the outcome of the investigation, **************** was receptive to the information being provided, and both parties agreed that a credit of $163.70 would be applied to the TXU Energy account, leaving a remaining balance $34.10 due 05/06/2024.  ***************** had no further questions.
  
  Thank you for bringing this issue to our attention.
  

  Customer response

  05/03/2024

  I have reviewed the business response and accept this resolution. 

  Hi, TXU contacted me and the complaint is resolved. Thank you.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received my consumer reports and noticed that there were inaccurate accounts on my credit report.TXU #************ *************************** have assumed a vital role and have a responsibility to report consumer information to the best of their ability with Maximum Accuracy. I contacted Experian and asked them to investigate and remove the inaccurate account from my consumer report that they are illegally reporting and I requested specifically the alleged original application bearing my signature they have not been able to provide such proof to me.This is a violation of the Fair Credit Reporting Act, and this disputed item may not appear on my credit report if it cannot be supported by any evidence or proof.

  Business response

  04/10/2024

  Dear BBB Staff,
  
  Thank you for notifying us of Ms. **** Dorados concern with TXU Energy.  TXU Energy has completed its investigation into Comp ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  **************** is not disputing the TXU Energy final bill that was originally sent 08/12/23 and due 08/28/23 for $934.69. However, she is disputing TXU Energy reporting it to the Credit bureaus as Charged-Off Paid. She is requesting that it be removed completely. 
  
  Account records show that on 08/12/23 a final bill was generated for $934.69 under the name of ********************* from inactive account #************ for service provided at ******************************************************************** from 07/03/19 to 08/10/23. **************** made regular payments to maintain the account through autopay; however, the last payment received through autopay for $934.69 was reversed at her request on 08/29/23.  She agreed to pay the final balance in installments and made payments of $300 on 08/29/23, $300 on 10/03/23 and $334.69 on 12/23/23. A letter was sent to the above address advising that TXU Energy issued a request on December 23, 2023, for the three major consumer reporting agencies, Experian, Equifax, and TransUnion to update the above referenced account as a PAID CHARGE-OFF.  
  
  On 04/04/23, upon receipt of the issue, a TXU Energy representative reached out to **************** to discuss her complaint.  She was unable to discuss the issue at the time and was provided with direct contact information.  In previous conversations with TXU Energy representatives, **************** was advised that the credit entry is valid based on the date the final bill was due, 08/28/23, and the date it was paid in full,12/23/23.  She has been advised of the balance of 0.00 and the credit status (Paid Charge Off). 
  
  TXU Energy finds no cause for deletion.  The balance owed has been paid, a request has been sent to the three major consumer reporting agencies, Equifax, TransUnion, and Experian,to update her credit file as paid charge-off. This will not delete the account from the credit reporting agencies but will show that it has been paid.
  
  Thank you for bringing this issue to our attention.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have never stepped foot in the **************. An account was opened in my name and SSN. The account was apparently "charged off" and my credit has been dinged by **********.I called the company and was given case number 240401-01638010. My credit will apparently be affected for 21 days while they "investigate".Information copy/pasted from Transunion Credit Report Below.------------Adverse information typically remains on your credit file for up to 7 years from the date of the delinquency. To help you understand what is generally considered adverse, we have added >brackets< to those items in this report. For your protection,your account numbers have been partially masked, and in some cases scrambled.Account Name Accounts with Adverse Information TXU ENERGY 900061658298****Account Information Address ************************************************ Phone ************** Date Opened 08/30/2023 Responsibility Individual Account Account Type Open Account Loan Type UTILITY COMPANY Balance $392 Date Updated 03/18/2024 Payment Received $0 Last Payment Made 10/17/2023 High Balance $0 Past Due $392 Pay Status >Charge-off

  Business response

  04/10/2024

  Dear BBB Staff,
  
  Thank you for notifying us of ************************* concern with TXU Energy. TXU Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  ****************** is requesting a correction to his credit report.
  
  On 4/4/24, a TXU Energy representative spoke with ******************, and he was provided with a final resolution to this matter.Additionally, an email was sent to ****************** with a copy of the letter sent to him at ************************* along with direct contact information. ****************** responded and confirmed receipt of the letter.
  
  Thank you for bringing this issue to our attention. 

  Customer response

  04/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Someone is using my name and email for a TXU energy account.I don'thave a ******************** account, TXU has no business commitmentto me and I have paid no money to thisaccount. Emails that I have received from TXU Energy: 12 March 2024 Disconnection notice; 18 March 2024 Survey request; 21 March 2024 Notice of upcoming bill and contract expiration; 22 March 2024 Payment confirmation on account #************; confirmation #********* for $249.76; 25 March 2024 Survey request.On 01 April 2024 I attempted to have this issue resolved by phone with TXU. I called TXU at 3:18PM (9min) on ************, found on the following website, which had "Customer Complaints" on the webpage, but is no longer identified as such: ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** I spoke to a male who asked me the account number in question. I gave him the account number from the email. He then started asking me for my address and other personallyidentifiable information (PII). I asked for a manager becauseI didn't want access to the account; I just wanted my name and email removed from the account. He put me on hold and I was disconnected.I then called TXU on ************ at 3:33PM (9min), found at ***********************************, and spoke to another male who also put me on hold, and I was disconnected again. I don't have either of their names.

  Business response

  04/15/2024

  Dear BBB Staff,
  
  Thank you for notifying us of ********************************* concerns with TXU Energy.  TXU Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  ******************** asserts she is the victim of fraud. She claims someone has used her name and email address to open an account with **********************.  ******************** asserts that she spoke with two agents and when placing her on hold, the calls were disconnected.
  
  Upon receipt of her complaint a request was submitted to the Credit & ********************** to investigate ******************** fraud concerns.
  
  Credit &Collections completed the investigation on 4/11/24 and found no fraudulent activity.  It was determined that when the *** customer enrolled for service, the enrolling agent made a human error by typing the wrong email address on the account. The agent was coached about this error. Credit & Collections removed ******************** email address from the account. 
  
  Records indicate ******************* did speak with two different agents and the calls were dropped. It was unclear what party disconnected the call.
  
  Thank you for bringing this issue to our attention.
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This account has been paid if full. There is no balance on this account. Should be deleted.

  Business response

  04/02/2024

  Dear BBB Staff,
  
  Thank you for notifying us of ******************* concerns with TXU Energy. TXU Energy has completed its investigation into Comp_ID: *********** has documented its findings and actions taken with respect to this complaint.
  
  Records show that Ms. ***** had service with TXU Energy from 05/26/2023 until 08/16/2023 when Ms. ***** cancelled service at the premises *********************************************.
  
  Records show that on 08/17/2023, TXU Energy issued Ms. ***** a final invoice in the amount of $574.51 with a due date of 09/05/2023.Records show payment was not received by the due date indicated on the invoice.
  
  On 10/16/2023, TXU Energy issued Ms. ***** a notification advising of the outstanding balance. The notification also advised that if left unpaid, the balance would be charged off, and transferred to a collection agency. Ms. ***** was informed this action could impact her credit rating with the three major credit reporting agencies.
  
  On 10/25/2023, a payment in the amount of $309.03 was received from ******************************** ***************** leaving a remaining balance of $265.48.
  
  On 12/29/2023, Ms. ***** contacted TXU Energy to inquire on the account reflecting on her credit report and asked for the debt to be removed. The *** representative explained to Ms. ***** that once the debt has been satisfied, the three major consumer reporting agencies will be updated as Paid Charge-Off. The reported Paid Charge-Off will automatically be removed from the credit file profile 7 years from the date of first delinquency.
  
  Records show on 02/22/2024, a payment was received for the remaining balance of $265.48 bringing the account balance to $0. Ms. ***** was issued a confirmation receipt coming the payment was received.
  
  Thank you for bringing this issue to our attention.

  Customer response

  04/02/2024

  I am rejecting this response because:   I informed TXU of their app not working to view final bill I was locked out of the account the same day I moved. I also informed them that I never received the final bill because they were sending it to ****** address. I also asked why would they list it as a charge off on the report and I informed them that I will be doing a pay for deletion. The rep told me that they will reach out to all three credit bureaus to have it removed within 60 days. I paid the balance in full. The rep told me they will reach out to have it removed. All they have to do is reach out to have it removed. I informed TXU of my living situation (I have been homeless since August 2023 when I had the account closed). They never gave me the chance to pay the bill. It still shows on the account as a charge off. So if the debt was paid, they are going to receive a tax credit for the account, which means that they have been double paid. They are stealing from customers and reporting negative to the bureaus. I have requested a 1099 and they informed me someone will reach out to email the form to me. However, no one has reached out. 
  

  Business response

  04/04/2024

  Good afternoon,

  After receipt of payment, TXU Energy issues a request to the three major consumer reporting agencies to update the account as Paid Charge-Off. The reported Paid Charge-Off will automatically be removed from the credit file profile 7 years from the date of first delinquency.  
  

  In reference to Ms. ****** assertion that she was provide information of the debt being removed within 60 days after payment receipt.  TXU Energy has no records to support this statement.

  TXU Energy is unable to guarantee a removal of debt from the credit reporting agencies, as TXU has no control over the way the consumer reporting agencies list the debt.  
  

  Thank you for bringing this to our attention. 

  Customer response

  04/06/2024

  I am rejecting this response because:   TXU is stating that they have no control how the credit bureau(s) report the information however, the form attached shows how it has been listed on the report since December 2023.

  I have contacted TXU multiple times in hopes of receiving a ************************************************************************************ 5 business days. Instead, they continue to send the attached form. 
  

  they refuse to review the phone call where a rep stated TXU could and would reach out to the bureau(s) to have the account removed from the report all together. They stated they have no control over if the bureau(s) decide to remove it however, TXU is not requesting for the bureau (s) to remove the account. They are telling the bureau(s) that the account should stay on the report for seven years. 
  

  TXU still shows that I live at the old address where the account was held in August. 
  The account needs to be deleted from my credit report. 
  

   

  Business response

  05/22/2024

  Good afternoon,
  As previously advised, after receipt of payment, TXU Energy issues a request to the three major consumer reporting agencies to update the Charge-Off status as paid. The reported Paid Charge-Off will automatically be removed from the credit file profile 7 years from the date of first delinquency.  

  
  In reference to Ms. ****** assertion that shes contacted TXU Energy in reference to receiving a 1099C form, TXU Energy has no records to support this statement.  However, TXU Energy has reviewed the calls between Ms. ***** and the *** ******************************** spoke with several representatives and has requested to have the debt deleted from her credit report. 

  
  Records confirm that all representatives provided Ms. ***** with accurate information, advising that once the debt was paid in full, she would be provided with a letter confirming receipt of payment.  As outlined in the letter, *** will notify the reporting agencies of the receipt of payment.  Once the reporting agencies are notified that full payment has been received, the reporting agency will update the status of the Charge Off to Paid, however, the trade line of the debt will automatically be removed from the credit file profile 7 years from the date of first delinquency.  

  
  TXU Energys position remains the same, as TXU Energy is unable to guarantee a removal of debt from the credit reporting agencies, as *** has no control over the way the consumer reporting agencies list the debt.  
  Thank you for bringing this to our attention. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company TXU Energy is in violation of my consumer rights. The credit bureaus were to do an investigation into the account reporting ************ by TXU Energy. The company was also sent a debt validation letter where I also asked for the 1099c to make sure that they were in compliance. As you can see from my credit report (attached) the account was disputed, but no validation was sent for this account. It is also past the statute of limitations in the **************. This account is closed, yet there is a balance of $314 when this account was charged off. I demand you to remove this item from my credit report. You violated the **** 15 USC 1681eb you are reporting information that's not 100% accurate. Per the **** I can file form 3949a for tax violations upon your company. Furthermore, any US Code in the **** and FDCPA that any corporation violates the consumer is entitled to actual damages and monetary.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used TXU energy services from 08/2021-07/2023. I was wrongly charged for service from 08/2023-10/2023. I leased an apartment at ********************************* and lived there during the service time period. I was diagnosed with cancer and had to move out 07/2023 with proof to show my move out date. I contacted the energy company for disconnect and final bill from ****************** hospital 07/2023. When I was released 09/2023 I did not see a bill in the mail. I contacted them and was told that they never received my call however the call was made and I spoke to a representative. There were new residents at the above address since 08/2023 who should have been charged for service as well as the apartment (*******************) instead of myself as I was no longer a resident. I would like the bill from the months in which I was no longer a resident removed from my account. Account Number: *************

  Business response

  04/05/2024

  Dear BBB Staff,
  
  Thank you for notifying us of ****************** concern with TXU Energy. TXU Energy has completed its investigation into Comp_ID21454441:and has documented its findings and actions taken with respect to this complaint.
  
  Account records reveal ******************** service at ***************************************************** was active from 08/28/21 until 09/20/23 when the account closed.
  
  Further, it was recent that on 10/03/24 ******************* inquired about the service, and it was during this contact the customer stated she had moved out of the address in question on 07/08/23.During this contact, the customer was advised there were no records of any move out request. The account was closed on 09/20/23, due to a move-in transaction from another customer being completed, which forced a move-out of ********************'service. Additionally, the agent opened an investigation to review this further.
  
  On 10/06/23 the investigation concluded that charges on the account are deemed valid since *** was unable to locate a record of contact from ******************** to request cancellation. ******************** also spoke with the *** executive office and was advised of the same.
  
  Upon receipt of the BBB complaint, the investigation concluded that no request from the customer was received to cancel her service, therefore the service continued to be active and has been billed appropriately.
  
  On 04/03/24, a TXU Energy representative spoke with ********************, and she was provided with the above information.
  
  Please note that as of 09/20/23 the account is closed, and no further billing will occur.
  
  Thank you for bringing this issue to our attention.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Creditor promised to remove account **** my credit report if paid . This this day its still being reported as paid in full even tho they promised to remove it

  Customer response

  03/19/2024

  When i called txu to settle account they promised to have it removed from ** credit report so i paid it off and they never removed it they lied to me 

  Business response

  03/27/2024

  Dear BBB Staff,
  
  Thank you for notifying us of ********************* concerns with TXU Energy. TXU Energy has completed its investigation into Comp_ID: *********** has documented its findings and actions taken with respect to this complaint.
  
  Records show that ************** had service with TXU Energy from 06/22/2022 until 09/07/2022 when ************** switched to a different provider, at the premises ***************************************************************
  
  Records show that on 09/09/2022 TXU Energy issued ************** a final invoice in the amount of $505.40 with a due date of 09/26/2022. Records show payment was not received by the due date indicated on the invoice.
  
  On 09/30/2022, TXU Energy issued ************** a notification advising of the outstanding balance and if left unpaid, the balance would be charged off, and transferred to a collection agency, which could impact his credit rating with the three major credit reporting agencies.
  
  Records show that due to non-payment, the debt was transferred to a ***************** on 11/07/2022.
  
  On 03/30/2023, ************** contacted TXU Energy to inquire on the account balance, however, the call was dropped, an attempt was made to contact ************** back, a message was left providing ************** with contact information if he had additional questions.
  
  ************** spoke with TXU Energy on 05/12/2023 regarding his account and wanted to confirm the contact information for the *****************. The information was provided to **************.
  
  Records show on 05/12/2023, a payment was received in the full amount of $505.40 bringing the account balance to $0.
  
  On 08/11/2023, TXU Energy issued ************** a paid in full letter confirming the receipt of payment and advising that a request was issued to the three major consumer reporting agencies to update the account as Paid Charge-Off. The reported Paid Charge-Off will automatically be removed from the credit file profile 7 years from the date of first delinquency.
  
  Thank you for bringing this issue to our attention.

  Customer response

  03/27/2024

  I am rejecting this response because:   
  i want it removed immediately thats what they promised 

  Business response

  04/03/2024

  Good afternoon,
  TXU Energy issued the customer a paid in full letter confirming the receipt of payment and advising that a request was issued to the three major consumer reporting agencies to update the account as Paid Charge-Off. The reported Paid Charge-Off will automatically be removed from the credit file profile 7 years from the date of first delinquency.  

  
  TXU Energy is unable to guarantee a removal of debt from the credit reporting agencies, as TXU has no control over the way the consumer reporting agencies list the debt.  
  Thank you for bringing this to our attention. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I thought there might be a problem with my hot water heater, and it was the reason for the major increase in electricity bills, well a few of my neighbors and people that own homes in the surrounding areas were all complaining about extreme electricity bills. I had my hot water heater serviced, it was not the problem and without using the ** or HEAT my bills keep getting higher! No one can provide a resolution and I work during the day and my husband at night so no one is using around the clock energy and we turn our TV on twice a week. My bills are always over $600, my next step is to file a complaint with the state attorney general and contact news media if I have to. We are all still trying to recover from COVID and these companies are stealing our money! During the ***** storms I was without power for almost 5 days and my bill was high then! HOW? Please look into the price gouging in ***** with TXU!

  Business response

  03/15/2024

  Dear BBB Staff,
  
  Thank you for notifying us of Ms. *********************** concern with TXU Energy. TXU Energy has completed its investigation into Comp_ID: *********** has documented its findings and actions taken with respect to this complaint.
  
  TXU Energy records reveal that ****************** is currently on TXU Energys Savers Choice 12 fixed rate plan with an effective date of 10/9/23 and an expiration date of 10/9/24.
  
  ****************** disputes the consumption used at the premise. TXU Energy, as with any retail electric provider, must depend on the Transmission and Distribution Utility (***) provider like Oncor to provide the metering services and the monthly meter reads used for billing by Retail Electric Providers (REPs). To make corrections, the *** must make changes to the readings and consumption they have provided. In Ms. ******** serving area,Oncor reads the meters and sends to the Retail Electric Provider the consumption used each month. TXU Energy has reviewed the consumption sent from Oncor to TXU Energy, and the consumption billed is correct. She was also billed correctly according to her electricity plan.
  
  On 3/10/24, TXU Energy received a call from ****************** and disputed the consumption and requested a meter test. During this contact, a meter test was submitted.
  
  Further, on this day, 3/10/24, ****************** spoke with a TXU supervisor and agreed to a deferred payment plan. This was the last contact from the customer until receipt of the ******************** complaint.
  
  TXU records show that Oncor completed the meter test on 3/11/24 and Oncor found no issues with the meter. The meter tested 100% accurate according to industry standard.
  
  On 3/14/24, a TXU representative attempted to contact ****************** and was unsuccessful. A detailed message was left letting the customer know the results of the meter test along with direct contact information. When ***************** calls, she will be further assisted.
  
  We strongly encourage ****************** to visit her TXU Energy online account ************************ MyAccount) to view her consumption and review the My Energy Dashboard. This shows customers down to the hour when the most electricity is being used. It will also show the historical consumption over the past few months. ****************** is also welcome to utilize the Smart Meter ***** Portal at www.smartmetertexas.com. There were no fraudulent charges billed and no adjustments are warranted.
  
  TXU Energy encourages ****************** to contact 2-1-1 for payment assistance.
  
  Thank you for bringing this issue to our attention. 

  Customer response

  03/15/2024

  I am rejecting this response because:   I know that during the day and night no one is home. I have lived in the same home and have never experienced bills this high until post COVID, I nor my neighbors agree with the price increase by TXU. No one that I know inside my neighborhood pays over $200/month. Its not a meter issue its a fraudulent charge issue. 

  Business response

  03/15/2024

  Dear BBB,
  
  Based on the customer indicating she was not satisfied with our original response and that she did not believe the issue to be resolved, TXU Energy has again reviewed the complaint.
  
  TXU Energy certainly understands Ms. ******** concerns regarding her billing. In the ***** electric market, the Transmission and Distribution Utility (***), reads the meter for consumption used at the premise. Ms. ******** *** is ************** Delivery. The *** sends the consumption to the retailer, and this is the way the market is regulated. This is the case no matter who the retail electric provider is for an address in *****.
  
  For ESI ID *****************, which is the electric service identifier for Ms. ******** address, attached is the usage that was sent to TXU Energy by Oncor. It should be noted that TXU Energy sent a meter test to Oncor and Oncor found nothing wrong with the meter which tested 100%accurate according to industry standards. 
  
  As stated previously, the *** determines consumption. The retailer, in this case, TXU Energy, must rely on the usage determined by the ***, which is per market regulations no matter if it is the *** or the Retail Electric Provider. No adjustments are warranted.
  
  ****************** currently has an active deferred payment plan.
  
  Thank you for bringing this matter to our attention.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am having a hard time getting a response from TXU Energy regarding an alleged debt. The account in question has raised concerns among the significant inconsistencies about the alleged debt which leads me to believe this debt is inaccurate and not valid. I would like to remind TXU Energy 15 U.S. Code 1681e(b) states a consumer reporting agency must ensure maximum possible accuracy concerning the individual.

  Business response

  04/01/2024

  Dear BBB Staff,
  
  Thank you for notifying us of ***********************  concerns with TXU Energy.  TXU Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  ************** disputes the reporting of $259.00 to her credit file. She claims there are several inconsistencies among the reporting agencies which warrant deletion of the debt from her file. 
  
  Upon receipt of her complaint a request was submitted to our Credit and Collections (C&C)department to review the allegations brought forth from **************. 
  
  The investigation concluded on 3/27/24 with the following findings:
  
  A final bill generated on 7/11/23 for the amount of $359.52 with a due date of 7/27/23.  The bill remained unpaid.  On 8/02/23, TXU mailed a Final ***************** letter advising ************** to pay the balance within 10 days or the amount would be reported to collections and subsequently the credit bureau. 
  
  TXU received a payment of $100.00 on 8/05/23.  This left an outstanding amount due of $259.52.  No further payments were received and the debt was reported to the credit bureau. 
  
  TXU has accurately reported the $259.00 delinquent balance to all three credit agencies.  All three bureaus reflect the start of service in May of 2023, records confirm service was established on 5/24/2023.   Each bureau has reported the correct debt amount of $259.00.   Both Experian and Equifax began reporting in November of 2023.  Transunion is reporting the first delinquency as of July of 2023.  This is accurate as the final bill was due on 7/27/2023.   Equifax and Experian are reporting the last payment was made in August 2023 and TXU confirms this is also accurate.  Transunion and Equifax are reporting the account closed in July 2023.  Again, this is accurate with records showing an effective closure date of 7/10/23. 
  
  Deletion is not warranted as TXU has reported the information accurately.
  
  Thank you for bringing this issue to our attention

  Customer response

  04/07/2024

  I am rejecting this response because:   

  First and foremost, how did TXU ENERGY gain access to my means of identification as defined by 18 USC 1028(a)(7). According 18 USC 1028(a)(7) TXU ENERGY has committed identity theft against me due to the fact TXU ENERGY has unlawfully been in possession and transferred my means of identification. The unlawful transfer of my means of identification has severely damaged me. TXU ENERGY is furnishing my information to TransUnion, Equifax and Experian. This action contributes to what makes TXU ENERGY a reporting agency. Please provide me with IMMEDIATE proof that I gave TXU permission to access my personal information and share it with other parties. Regardless of if this debt is valid or not, TXU ENERGY has collected and furnished my information unlawfully. The unauthorized reporting is adversely affecting my creditworthiness, and I assert that even in the case of a permissible purpose, my explicit consent is a necessity, as outlined in FCRA Section 604(a)(3)(A) and Texas Finance Code, Title 5, Subtitle ** ******* 392. I am formally demanding the immediate removal of this unauthorized collection from my credit report, in clear violation of FCRA Section 611(a)(1)(A) and Texas Finance Code, Title 5, Subtitle ** ******* 392.
  

  Customer response

  05/10/2024

  Good evening, 
  
  I initiated a complaint with the Better Business Bureau against TXU Energy due to their inaccurate reporting to my credit report. Despite my response to TXU Energy's reply around April 1, 2024, they have failed to respond within the specified time frame. I requested any information in my consumer profile regarding the alleged debt, but received neither a response nor any documentation from TXU Energy. According to 1681i(a) of the law, if a consumer disputes the completeness or accuracy of any information in their file with a consumer reporting agency and notifies the agency directly or indirectly through a reseller, the agency must conduct a reasonable reinvestigation within ************************************************************* remove it from the file. As TXU Energy has not addressed my request, they are in violation of my consumer rights under 1681i(a). To resolve this dispute, I request that TXU Energy permanently remove their tradeline from my credit profile.
  
  I appreciate all the attention to this matter that pertains to me. I look forward to working with the BBB again in hopes to resolve this complaint for good. 
  
  Kind Regards,
  ***********************

  Business response

  05/10/2024

   

  Dear BBB Staff, 

  
  We appreciate the notification of Ms. ****** dissatisfaction with our resolution.

  
  TXU's position in this matter has not changed.  As stated in our initial response, TXU accurately reported the debt; therefore, deletion of said debt is not warranted.

  Customer response

  05/15/2024

  I am rejecting this response because:   

  TXU maintains their stance, asserting they're accurately reporting a delinquent account. However, they neglected to address my rebuttal, wherein I clarified that TXU Energy's reporting isn't accurate. Even if TXU Energy deems the account valid, it doesn't ***** them the authority to report on my credit profile without my consent. As previously mentioned, I now seek a response, as I'm curious about any contract, if one exists, that *****s TXU Energy permission to utilize my personal information and report inaccuracies. According to 15 US Code 1681b, a report can only be furnished under specific circumstances, namely, with a court order or with the written consent of the consumer. As the consumer, I did not provide TXU Energy with written consent to furnish my credit profile. Therefore, I request immediate evidence demonstrating that I *****ed TXU Energy permission to access my personal information and share it with third parties. Failure to provide such written proof would necessitate the removal of this trade line from my report, as TXU Energy would be in violation of my consumer rights under 15 U.S Code 1681b.                                     
  

  Business response

  05/24/2024

  Dear BBB Staff, 
  Upon her enrollment with TXU Energy, ************** was sent a copy of her contract documents which included a Terms of Service Agreement (TOSA).
  The attached TOSA document discloses the action taken when a customer fails to pay their bill. An excerpt from that communication is listed below.
  We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report and may negatively impact your credit score.
  
  In addition, on 8/02/23, TXU mailed ************** a Final ***************** Letter (attached) informing her of the delinquent balance,payment options and possible reporting to the credit bureau. 
  
  If we dont hear from you, your remaining balance could be referred to a collection agency and reported to the credit bureau, which can have a negative impact on your credit.
  
  As stated in the initial response, TXU received a payment of $100.00 on 8/05/23 leaving a balance of $259.52.  The debt remained unpaid resulting in credit bureau reporting. The debt will remain on her report for 7 years. 
  
  

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