ComplaintsforTXU Energy Retail Company, LLC

• 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. 
  
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/21/2024 TXU sent me an email notification that my bill's ready. The bill amount for $671.43. Apparently, since I decided to switch energy services after not renewing with TXU, they want to retaliate against a loyal, timely paying customer (myself) after sending me a previous high bill of $203.95 and I am almost never home, using hardly no energy in my apartment. I want fairness and to be reached out to on a less amount to pay after receiving this unfair bill from TXU after I decided to not renew services with the company.

  Customer response

  03/20/2024

  I received a call from ******* ************ an agent with TXU 3/20/2024. When I took the call she stated that she was calling regarding the BBB complaint. She mentioned that I was billed correctly and that the charges were based off me canceling and at that point I explained to her that I did not ever cancel anything. I asked to speak with someone who is going to know the correct information about my account and she disagreed and became very rude and verbally aggressive on the call and would not assist me further with my explanation to resolve this incorrect billing.

  Business response

  03/21/2024

  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.
  
  ************************ questions the February (02/21/24)billing and is requesting a billing adjustment.
  
  Account records reveal that ************************ premises had been in service with TXU Energy since 2009. The account was on the ********************** Value Edge 12 rate plan. Ms. *********** account was billed according to her rate plan and the usage provided by *****.
  
  Further, ************************ was on Average Monthly Billing (***). Under the *** program, the customer will pay the *** *************** regardless of the actual usage charges. Any difference (credit or debit)between the *** *************** and the actual charges is deferred under the program as a Cumulative / Differential Balance. This is displayed on every invoice. When the account is cancelled, any cumulative balance (debit or credit) will be due or credited on the final invoice.
  
  ************************ may view her consumption by accessing her TXU Energy online account ************************ MyAccount)  and reviewing 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 encouraged to utilize the Smart Meter ***** Portal at www.smartmetertexas.com.
  
  On 02/21/24 ************************ contacted TXU to inquire about her charges on the bill. The agent provided a detailed explanation between the difference of the *** and actual charges. *********************** was also offered a Deferred Payment Plan, which was enrolled.
  
  In summary, records show ************************ self-enrolled on *** effective 12/22/21 via her TXU Energy MyAccount. The account remained on *** until she switched her service on 02/14/24. The *** differential was a debit amount and was applied to the final bill. After review and investigation of the account, it has been determined the charges are valid,and no adjustments are warranted.
  
  ************************ was contacted to discuss the charges on her account. She was advised there was no early cancellation fee applied to her final bill.  
  
  Thank you for bringing this issue to our attention. 

  Customer response

  03/26/2024

  I am rejecting this response because:   I did not ever cancel the account. I fulfilled my agreement. That is the discrepancy on my account. 

  Business response

  04/01/2024

  TXU acknowledges that services were indeed switched to another provider, resulting in the closure of **************************** account with TXU. Whether the services were switched or cancelled, it would have the same effect on the Average Monthly Billing (***) balances applied to the final invoice. Consequently, the switch triggered the generation of a final bill, which included any cumulative balance from the *** program. Therefore, the charges on the final bill are deemed correct in this instance.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  TXU ENERGY has my account status as a charge off the debt is cancelled and the *** says i no longer need to pay i have yet to recieve a 1099c it is effecting my credit.

  Business response

  03/11/2024

  Dear BBB Staff,
  
  Thank you for notifying us of Ms. ******* Birdows 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.
  
  **************** is requesting a correction to her credit report.
  
  Account records indicate that ******************************* was active with TXU Energy for the address at ************************************************************************ from 4/12/21 to 4/25/23 when the account closed.
  
  On 4/4/23, a disconnection notice was sent which notified the customer to pay $315.43 no later than the disconnection date of 4/14/23. No payment was received. On 4/17/23, the service was appropriately disconnected for non-payment. On 4/25/23, the account closed was closed when no payment received after the disconnection for non-payment.
  
  The account was left with a balance of $445.61,which became delinquent on 5/12/23 per the due date of the final bill. The Final Bill ******** Letter was sent on 5/18/23 to the mailing address on file, ************************************************************************. There was no Returned Mail Indicator. No payment was made.
  
  On 4/16/23, the final bill was generated in the amount of $445.61 with a due date of 5/12/23. On 6/9/23 a payment in the amount of $100 was received.
  
  On 6/30/23, the $100 payment was returned. This added the amount back to the account balance along with a $25 returned fee.
  
  In November 2023, TXU Energy received an Automated Credit Dispute Verification (ACDV) of ******************************* disputing the unpaid debt. During this investigation, Credit & Collections found the debt to be valid as *************************** had claimed the address which was listed on the Drivers License for ***************************. A debt stand letter was mailed to the address at **************************************************************** as listed on the BBB complaint.
  
  Upon receipt of the BBB complaint, Ms. ******* Birdows concern was sent to TXUs Credit & Collection team to investigate the matter further. As shown below, are the findings from C&C which determined the debt is valid and no adjustments are warranted.
  
  *************************** DL reports to this address
  The phone number given at the time of the enrollment reports to ***************************: ************
  The Email given at the time of the enrollment reports to ***************************:     **************************
  Several reconnect and disconnect were submitted on the account.
  One 02/10/2022 A pledge was made to the account, which requires ID and a matching named account for approval.
  Valid payments were made on the account from 06/02/2021 to 02/14/2023
  On 04/17/2023, we received a call from a third-party caller who wanted to set up a payment plan.Since they were not an authorized contact, we advised them to have the contract holder call us.
  On 04/25/2023 a system generated move out was submitted due to non-payment.
  The final bill consisted of the prior and final charges.
  The **** was mailed on 04/26/2023, and the **** ******** Letter was mailed on 05/18/2023 to the address on No RTN mail indicators 
  
  The debt, as it stands now, is valid and owed by ******************************* and does not warrant deletion from the credit bureaus reported correctly on 8/21/23. Once **************** has paid the balance in full, TXU Energy will not delete the account from reporting, but rather submit as a paid charge-off to all three credit reporting agencies. Depending on the credit reporting agency, it can take up to 45 to 60 days to fully update and the account will continue to report to the credit bureau for 7 years (from 8/21/23), pursuant to the guidelines of the Fair Credit Reporting Act.
  
  The Terms of Service Agreement (TOSA) explains the steps that are taken when a bill is not paid.These include reporting the information to the credit bureaus which may negatively impact the customer's credit score and using debt collection agencies or other remedies to collect the amount owed.
  
  On 03/11/24, a TXU Energy representative attempted to contact **************** and was unsuccessful. A detailed message of the above information was left along with direct contact information. When she calls, she will be assisted further.
  
  Thank you for bringing this issue to our attention. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called TXU Energy on 1/23/2024 about my electricity bill because the price continued to rise each month. I was advised to change my plan to a less expensive plan and instructed to wait another month for the new plan to start. When I received my bill in February, it was $309. I called again asking why the bill was so expensive after signing up for a new plan. I was told that my account was on an average bill plan. They explained that it was meant to keep my plan at the same rate without going over a specific amount. I explained that my bill has continued to increase over the last year and it hasn't been under any specific amount. I also didn't sign up for the average bill plan. They told me that this adjust was made to my account on January 23, 2023. I asked for proof multiple times that showed that I agreed or signed for the average billing and they couldn't provide it. They only gave time stamps on that day because I logged into my account and paid my bill. I asked for an email of the contract and they couldn't provide it. They unenrolled me in the average billing, but stated I had to pay $230 on my next bill. On my current February bill, with the total of $309, they said I only used $180 worth of electricity, the other amount, $129, was the average billing from pervious months. I stated I would only pay the $180 since I didn't agree to the average billing plan and since they couldn't prove that I signed up for it or that they communicated that change to me. Since I signed up for a new plan in January, like I was advised to do, they would charge me with an early cancellation fee. I stated that I wouldn't be willing to pay that either since I was told to sign up for the new plan in January instead of being told about the average billing.

  Business response

  03/21/2024

  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 that ************************ completed an online enrollment on the average monthly billing (***) program on 01/24/2023 via her TXU Energy MyAccount feature.
  
  The TXU Energy *** program is a budgeting tool that helps smooth out the seasonal highs and lows of monthly electricity bills,so customers have more predictable monthly payments. With ***, a customer doesnt pay less or more. Over the course of a year, a customer pays the same amount on *** as they would if they werent on the program. With this program,TXU Energy first establishes a baseline of the customers electricity costs by adding up the total amount due for the most recent 12 months of electricity bills at the premise and dividing by 12. Then each month, TXU subtracts the customers baseline average billing cost from their actual electricity costs,referred to as the cumulative balance. Each month, 10% of the cumulative balance is either added to or subtracted from the customers baseline average billing amount, determining the total amount due as stated on the invoice. While monthly bills may still fluctuate based on electric usage, and electric service product, this plan provides a more predictable monthly bill amount.
  
  The *** program allows ************************ to pay an average of her annual billing each month. The difference in the average and the actual consumption is stored in a cumulative balance which is presented on each invoice an *** customer receives. Details for the *** program are also outlined in the customers Terms of Service (TOS).
  
  Records show that on 02/29/2024, ************************ contacted TXU Energy and spoke with a representative regarding the *** program.The representative explained the details of the *** program and provided *********************** with the cumulative balance that was reflected on her account. ************************ expressed her dissatisfaction with the information that was given. The representative inquired if ************************ would like to cancel her ***;however, ************************ declined and requested to escalate her call.  
  
  Records show ************************ spoke with a representative from TXU Energys Office of the President. ********* representative reiterated the details of *** as well as confirmed ************************ enrolled in *** via her online access on 01/24/2023. ************************ was advised that she is currently still enrolled in the *** program as it is still active. The representative again offered to remove ***, as well as offered to contact her on her next statement date to discuss the final *** balance. ************************ was not receptive as she wanted a full credit of the *** balance. The representative advised ************************ that TXU Energy is able to offer payment arrangements, however, the balance owed was valid.
  
  TXU Energy appreciates Ms. *********** patronage and regrets her experience did not meet her expectations. TXU Energy maintains all actions taken regarding Ms. *********** account have been in compliance with the ***** Administrative Code and in conjunction with her TOS.
  
  Thank you for bringing this issue to our attention.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was overcharged for my last bill with TXU, they were to provide a reimbursement check in the amount of $109.85. The check they originally sent had my name incorrectly spelled resulting in a charge back- October 5th 2023. I have been trying to resolve the issue since then, speaking with multiple customer service representatives and even to an employee from the office of the president of TXU (*************************). Which has not resolved the issue, the latest update in the 2nd week of February with her advising they sent a replacement check to the wrong address- mind you I confirmed the address and spelling of my name and address multiple times in the month(s) prior. I have attached the email correspondence with the employee from the "office of the president" which began back in November after already speaking with multiple TXU call center agents with no resolution.

  Business response

  03/15/2024

  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 that she was due a refund in the amount of $109.85 and has yet to receive it.  She expressed her disappointment with how long the refund process is taking.
  
  Although **************** states she was overcharged by TXU, the refund was for a credit balance upon closure of her electric service account.  Her deposit and the corresponding interest on her deposit were applied to her final bill, leaving a credit balance.  
  
  Two checks were issued to ****************, one on 9/22/23, and the second (a replacement check) on 1/5/24. Both checks were subsequently voided. On 2/23/24, TXU mailed the refund in the form of a pre-paid card for $109.85.
  
  On 3/14/24, **************** conveyed the card had not been received. 
  
  TXU is in the process of issuing a new refund check.  The check will be mailed via ******
  
  **************** was contacted on 3/15/24 and apprised of the above information.
  
  TXU apologizes for the extended timeframe to receive the refund.
  
  Thank you for bringing this issue to our attention.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've contacted TXU each month since November 2023, regarding my bill. In January and February, I did not use the heat/air (during any of weather related events). Yet, my bill is close to $400 monthly. I was told my plan was changed. If this was the case, why is the bill higher now than it was six months ago. *** continues to take advantage of the elderly and poor. There is no reason my electric bill should be close to $400 a month. I am one person, who uses very little electricity, since they are robbing me blind.

  Business response

  03/08/2024

  Dear BBB Staff,
  
  Thank you for notifying us of Ms. ******************* 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.
  
  TXU Energy records reveal the customer ************************* has been a ********************** customer March 2009 at the premises *******************************************************. The account is currently on the TXU Energy ********** (1000) fixed rate plan.
  
  Records also reveal ****************** was on Average Monthly Billing (***) until 02/29/2024 when she requested to cancel ***.
  
  The *** program allowed ****************** to pay an average of her annual billing each month. It simply averages a customers current usage and the previous 11 months. This allows a customer a more predictable monthly bill, particularly during the high summer months. The difference in the average and the actual consumption is stored in a cumulative balance which is presented on each invoice an *** customer receives. If the difference in average payments is greater than actual usage, the customer will have a cumulative credit balance. If the difference in average payments is less than the actual usage, the customer will have a debit balance.
  
  The account records show ********************** issued ***************** an invoice dated 01/30/2024 with a total amount due of $298.82 with a due date of 02/15/2024. The balance included an installment payment of $24.82 for a Deferred Payment Plan (***) which was agreed to December 22, 2023. This plan had a total remaining balance of $99.27 as shown on 01/30/2024 invoice.
  
  Records show on 02/14/2024, ****************** contacted TXU Energy regarding the invoice she received, in the amount of $298.82. The representative provided full details regarding the account balance, explained the *** balance, and went over her current plan. During this call, ****************** agreed to change from TXU Energys Savers Choice 12 plan to TXU Energys ********** (1000) plan effective 01/29/2024.
  
  TXU Energy received a payment on 02/15/2024, in the amount of $239.21. The payment received was less than the minimum due,causing the *** to cancel.
  
  On 02/20/2024, TXU Energy issued ****************** a disconnection notice. The notice provided until 3/1/2024 to pay the past due balance of $134.06 to avoid an interruption of service.
  
  On 02/29/2024, ****************** contacted TXU Energy regarding her bill advising that she received a disconnection notification. The representative went over Ms. ******** account balance in detail and also explained how *** affects her monthly balance.
  
  During this call, ****************** requested to cancel ***. The representative properly cancelled *** and advised ****************** of her cumulative credit balance of $366.73 that will appear on her next monthly invoice. During this call, ****************** was offered a Payment Extension (PE), however, she declined the offer.  
  
  TXU Energy appreciates Ms. ******** long-term patronage and regrets her experience did not meet her expectations.
  
  TXU Energy maintains all actions taken regarding Ms. ******** account have been in compliance with the ***** Administrative Code and in conjunction with her TOSA.
  
  
  Thank you for bringing this issue to our attention.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was looking over my credit report and saw i had this account on my credit report account number ****** this is not my account am a victim of identity theft please delete this account ************** U.S.C 1681 section 602 A States I have the right to privacy. 15 U.S.C 1681 section 604 A section 2 states a consumer reporting agency cannot furnish a account without my written instructions.I never even stayed in *****.

  Business response

  03/15/2024

  Dear BBB Staff,
  
  Thank you for notifying us of ******* ****** concern with TXU Energy.  TXU Energy has completed its investigation into Comp_ID:21366050 and has documented its findings and actions taken with respect to this complaint.
  
  ************** disputes the debt reported to the credit bureau. She claims she does not owe this debt.
  
  Upon receipt of the complaint, a request was submitted to TXU Energys Credit and Collections (C&C) department to review the account and determine if Mr. ****** allegations are accurate.
  
  The investigation completed on 03/15/24 with the following details:
  
  ************** is liable for the charges of $179.17 for CA# ************ for the address at ******************************************************************* open from 05/21/2022 to 08/10/2022. Per our findings, the customer resided at ************************************************************************* (Dallas *********** (06/29/2022 to 02/09/2024) and has her DL registered to this address.Also, the phone number and email address provided to us during the enrollment reports to the customer. Per our records, the customer called in on 5/6/********** to our agent, and requested a move-in for 5/21/2022. On 08/10/2022, a system-generated move-out was submitted because the customer had switched to another service provider. Valid payments were made from 05/06/2022 to 07/25/2022. The final bill was sent on 07/25/2022, and the final bill referral letter was sent on 07/25/2022 to the address on file with no return mail indicators. TXU Energy maintains the debt is valid, due, and payable.
  
  An attempt was made to contact ************** for further information, a voicemail was left.
  
  Thank you for bringing this issue to our attention. 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  An amount of $450 is owed to TXU . The amount has recently been charged off and placed on my credit . When trying to resolve the problem with TXU , they tell me that collection agency has the acct . TXU can not tell me why they have charged the account off and sent it to collection . I want TXU to remove this acct from my credit . I have contacted the collection agency and they are unable to make any changes since they are not the ones reporting the account

  Business response

  03/06/2024

  Dear BBB Staff,
  
  Thank you for notifying us of ************************ 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.
  
  ************ is requesting a correction to her credit report.
  
  On 3/4/24, a TXU Energy representative spoke with ************, and she was advised her concerns were sent to TXUs Credit &Collections to investigate further. She was also provided with direct contact information.
  
  On 3/5/24, an email was sent to ************ along with a copy of the letter sent to her at ********************* with final resolution to this matter.************ responded and had no further questions.
  
  Thank you for bringing this issue to our attention. 

  Customer response

  03/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi. I have been promised my deposit from TXU energy since November 29th, 2023. My account was in perfect standing. I never missed a bill and have had about ten tickets open on this concern. Not only have I not received the deposit after I was told multiple times it had been sent. It is now 4 months later and my account is closed. The last person I spoke to was ***** (office of the President) and thought she would resolve it and even ask for a call back recently via email and no call back and no deposit check.

  Business response

  03/05/2024

  
  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 that she was a due a refund of her initial deposit and has been told multiples times that it has been mailed, yet she has yet to receive it.
  
  Upon receipt of her complaint, a representative reached out to the Credit & ********************** to determine the issue. 
  
  There appears to be a lag in delivery with the ************* ************** (USPS).  A refund has been issued. ************** was contacted on 3/01/24 with the updated information. 
  
  Thank you for bringing this issue to our attention.

  Customer response

  03/05/2024

  I have reviewed the business response and accept this resolution.   Great thanks to the lady that helped me!  I finally received my deposit.   I appreciate her tremendously.  
  

  ***********************;

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  TXU ENERGY is falsely reporting on my credit. I have never had any accounts with them. Per my research TXU ENERGY is a debt collector.They are falsely reporting to my credit!Account #**************** is falsely reporting to my credit file and is against my rights and fair credit act. Under 15 U.S. Code 1681d - Disclosure of investigative consumer reports; you are in violation. I have attached the definition so you can see the Violation! (a)Disclosure of fact of preparation A person may not procure or cause to be prepared an investigative consumer report on any consumer unless(1)it is clearly and accurately disclosed to the consumer that an investigative consumer report including information as to his character, general reputation,personal characteristics, and mode of living, whichever are applicable, may be made,and such disclosure (A) is made in a writing mailed, or otherwise delivered, to the consumer, not later than three days after the date on which the report was first requested.I request to be provided proof of this alleged item, specifically the original application,contract, note or other instrument bearing my signature with TXU ENERGY. Failing that, the items must be deleted from the report as soon as possible.Under federal law, you have 30 days to complete your reinvestigation.Please have the creditor provide the validation documents to the **** as well as certified mail to me . Its extremely important that the creditor provide the documents to the **** to ensure fairness and that they are not brushing me off. thank you for your assistance.

  Business response

  03/06/2024

  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 the actions taken with respect to this complaint.
  
  Records show that ************** had service with TXU Energy from 01/18/2023 to 04/12/2023 at the premises **********************************************************************.
  
  ************** contacted TXU Energy on 02/18/2023 and spoke with a representative. During this call she was advised of the account balance $84.54 was due 02/24/2023. ************** also inquired if there were any billing credits applied to her account, advising the plan she was on, should have credits posted each month. The representative went over **************** rate plan and provided information on her payment options. During this call, ************** also inquired about receiving a form for Critical Care.
  
  On 04/12/2023, TXU Energy received an MVO order from a different Retail Electric Provider. A final invoice was issued 05/01/2023,records reflect a final balance of $317.32.
  
  TXU Energy maintains that the balance owed in the amount of $317.32 is valid, ************** was issued a debt validation letter confirming this amount dated 02/28/2024.
  
  
  Thank you for bringing this issue to our attention.

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