Complaints

This profile includes complaints for TXU Energy Retail Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

TXU Energy Retail Company, LLC has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  TXU Energy Retail Company, LLC

  6555 Sierra Dr Irving, TX 75039-2479

  
• 

  TXU Energy

  P. O. Box 3592 Odessa, TX 79760

• 

  TXU Energy

  P. O. Box 3592 Odessa, TX 79760

• 

  TXU Electric Delivery

  3620 Franklin Ave Waco, TX 76710

• 

  TXU Energy Retail Company, LLC

  1601 Bryan St Dallas, TX 75201-3411

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I receive an energy credit on my electric bill through TXU Energy (with my solar panel production) in the amount of from last month's bill of $47.97, which completely cover my 271 kilowatt usage for October. I received my new bill for November in the amount of $79.39 for 391 kilowatts of power of which a solar panel credit was only in the amount of $30.40, not covering my electricity amount of $69.21. My name is *******************, my acct number is ************. Invoice number ************.

  Business Response

  Date: 12/14/2022

  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.
  
  **************** is questioning the amount of credit he received for his solar buyback.
  
  **************** has been a customer since 2020. He initially enrolled on the Renewable Buyback 24 product. Records show that he renewed his contract on 9/06/22 and selected the TXU Energy Home Solar Buyback 36 electricity product.
  
  Although **************** generates power with his solar panels, he is also using electricity when the panels are not generating and will be billed for this usage. This was the case for the billing cycle of 10/20/22 thru 11/20/22. Total consumption used at the premise was 391kWh. Of that total kWh, 217kWh was used by **************** and 174kWh was surplus generation. He received credit of $30.80 for the excess usage.
  
  However, for the billing cycle of 9/21/22 thru 10/20/22, **************** used 271kWh and generated 289kWh, thus, the 289 excess was enough to offset 100% of his energy per his Electricity Facts Label (EFL). As such, he received credit for the entire 271kWh. On ******************** electricity plan, he can offset up to 100% of his Energy Charges each month (excluding base charge, TDU charges, and all other taxes and fees), but is not credited for additional generation when he offsets all energy charge consumption.
  
  TXU Energy has billed the **************** accurately per his electricity plan.
  
  Thank you for bringing this issue to our attention.
  
  See Attachment/File: Home Solar Buyback 36 - EFL.pdf

• Initial Complaint

  Date:11/23/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In october 2022, I joined TXU with a $500 deposit that was requested to open my account, due to my consumer credit file being locked due to a recent case of Identity Theft. I spoke with an agent at TXU and they said that my deposit would be released back to me via refund or credited to my account as soon as they received a copy of my identity theft affidavit, along with a credit reference letter from my bank. Both of these items were provided in a timely manner, and they opened an investigation that was supposed to be completed on 11/18/2022. I have contacted TXU customer service via chat, phone, and email and still they have not responded. I'm upset that no one has still reached out to me to resolve this. Again, all of my messages are documented via phone and live chats, where MORE THAN ONE rep said this deposit would be made available to me, which was important in my decision to open my account with TXU. I would have never joined TXU had I known this would not be the case, so please have an account specialist follow up with me via email.

  Business Response

  Date: 12/15/2022

  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.
  
  *************************** is disputing the $500 deposit being held on his account. He alleges it was collected because he has a freeze on his credit file due to identity theft. ****************** indicated he was advised that the deposit would be refunded to him, and he could get it back.
  
  On 09/02/22, ****************** contacted TXU Energy via chat to advise that he was a victim of Identity Theft and wanted to know if we could reevaluate the decision to collect a deposit. The TXU Energy agent agreed to submit a request to see if the account could be reevaluated; however, ****************** requested that she hold off on the request until he could remove the freeze from his credit file.
  
  On 10/03/22, ****************** called again to inquire about the deposit he'd paid. He was advised the terms and conditions under which collected deposits are returned. ****************** wanted to temporarily unfreeze his credit file and have TXU Energy run his credit over to determine if a deposit was still required. He was advised to send a credit reference letter to have the deposit released. That same day, ****************** also spoke to a TXU Energy agent via chat. He again inquired about the deposit and how it could be returned. He was again advised the terms of releasing the deposit after 12 months of on-time payments and it would be applied to the account.
  
  ********************** received notification that a move-in transaction effective 12/05/22 at the location from another provider cancelled ********************** service with TXU Energy. His security deposit of $500 plus 8 cents interest was applied to his final bill. A message was left to advise ****************** of the transaction and a contact number for ***************, ************ was given.
  
  Thank you for bringing this to our attention.
  

  Customer Answer

  Date: 12/17/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:11/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TXU keeps overcharging me and have locked my account so that I can not leave . AC went out on 9/8 that month my bill was $1600 and the reason was because they didnt read my meter for 6 months but now have an updated meter so the meter has just charged me for any overage. How can they go 6months without providing an accurate read. November bill came and my bill is still estimated but according to TXU I should have a new updated smart 5G meter and should be getting accurate reads. They are locking customer into accounts and overcharging people. I can never get an answer from anyone and you can't get ahold of TNMP as you have to go through TXU. I have no AC/heat my bill should not be this high. They owe me a credit now for the month of October AND the month of November. November bill states bill is estimated and using almost 3200kw but I have nothing that would use heavy usage. I also called 6 days before bill would generate and I was told current kw usage was at 600. They are scamming people.

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 7, 2022/12/14) */ Dear BBB Staff, Thank you for notifying us of Ms. ****** *****'s concerns with TXU Energy. TXU Energy has completed its investigation into Comp_ID: XXXXXXXX and has documented its findings and actions taken with respect to this complaint. Ms. ***** disputes the bill dated 09/23/22 in the amount of $1,600.74 and is requesting a refund. TXU Energy, as with any retail electric provider, must depend on the Transmission and Distribution Utility (TDU) provider like TNMP to provide the metering services and the monthly meter reads used for billing by Retail Electric Providers (REPs). If necessary, to make any warranted corrections the TDU must make changes to the readings and consumption they have provided. In Ms. *****'s serving area, TNMP reads the meters and sends to the Retail Electric Provider the consumption. TNMP is replacing outdated AMS meters with new AMS meters. When a TDU is unable to obtain a meter read, the TDU will estimate how many kWh's the customer used physically based on historical data. Estimated reads are corrected when an actual reading is obtained on the following billing period. TXU Energy has billed the customer based on the readings received from TNMP. In the case of Ms. *****, TNMP replaced the meter on 11/28/22. Upon receipt of the BBB complaint, a TXU Energy representative reached out to TNMP on 11/30/22 to address Ms. *****'s concerns regarding the estimated readings. On 12/02/22, TNMP confirmed that the previous months were underestimated from 02/17/22 to 08/18/22 and the usage caught up when the meter cycle was read in September (09/23/22 invoice) with actual usage. TNMP has advised the usage billed is correct. As stated, TXU Energy must rely on TNMP to provide the usage. TXU Energy has done due diligence in disputing on behalf of Ms. ***** but has been advised it is now correct. On 12/06/22, ****** spoke with Ms. ***** and provided a thorough explanation of the above and are continuing to work together for a final resolution. Thank you for bringing this issue to our attention. Consumer Response /* (3000, 9, 2022/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am disputing the statements from February to December. What TXU continues to fail to understand and do their due diligence on is investigating the full problem. The first issue was the meter was not sending a signal thus causing estimated reads. TXU explained to me that "actual read" done for 9/23/22 invoice was a new meter update (5G) and continued to stand by that statement as explanation for the underestimate bills from 2/17/22-8/18/22. For my October, November invoice I do not have a working AC so for me to have kw usage over 2k is ludicrous. I repeatedly asked for TXU to partner with TNMP to have my maintenances NOT reread. It was only when I ran into the street and flagged a TNMP truck to please look at meter did anything actually happen. TNMP confirmed for me I in fact did not have 5g meter but still old 3g and promptly replaced it on 11/28/22. TXU has gone and cancelled my original invoices, rebilled and muddied up the billing so much it's requires a person to actually sit and audit the numbers. My last invoice 12/19/22 shows I owe $224.96 and used 2190 kw. This is the rebill as the original showed over 3k and $600 plus bill. The month before my bill was over $400! yet Sylvia offers no reassurance they are actually trying to resolve my concern! How can I use more power with no AC than I did this time last year with a working AC. It's makes no sense I need someone to actually do their due diligence and look into this! The meter was not sending signal AND was also malfunctioning. This is why I am NOW also convinced the amount they are saying is underestimated for 2/17/22-8/18/22 is also incorrect. Since having the new meter installed we have been watching the kw usages per day and the months without AC should be approximately the same. I am waiting for my new statement to generate (12/23/22) but the estimated usage with a new working meter is only 862kw usage for projected bill of $69.93! Again this should roughly be the same for the November and October statements not the over 2k usage they are saying. TXU continues to pass *** blame and point fingers to TNMP however I maintain that the only reason my meter issue was fixed was because a TNMP truck was able to be flagged down and someone decided to actually take a look and care. Otherwise I would still be bleeding false electricity bills. Nothing is more frustrating than having to suffer with no AC/heat and yet still being billed as if I'm using the power. I have spent countless hours talking to multiple service reps, sending emails, researching trying to do the job of TXU. I am due a minimum of $600 in credits based off my new working meter. I need for someone other than Sylvia to actually partner with TNMP and come up with a resolution for faulty meter reads. 100% the meter is wrong it is physically impossible for me use that much power with no AC/heat! Someone needs to care enough to correct this. If TXU is going to maintain that TNMP states my meter reads are correct I need an explanation for such drastic decline meter usage now that I have a properly functioning meter. Business Response /* (4000, 11, 2023/01/03) */ Thank you for notifying TXU Energy of the customer's additional concerns regarding her original complaint. TXU Energy has again reviewed the customer's concerns. TXU Energy certainly understands Ms. *****'s concerns regarding her billing. However, it is not correct to say TXU Energy has not done due diligence. In the Texas electric market, the Transmission and Distribution Utility (TDU), reads the meter for consumption used at the premise. Ms. *****'s TDU is Texas-New Mexico Power (TNMP). The TDU 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 Texas. For ESI ID XXXXXXXXXXXXXXXXX, which is the electric service identifier for Ms. *****'s address, attached is the usage that was sent to TXU Energy by TNMP. It should be noted that TXU Energy sent 2 different disputes when the company received estimated reads from TNMP. These were sent in July of 2022 and in November of 2022. The July dispute was to apprise TNMP that TXU Energy continued to receive TNMP's 3G meters were not able to obtain a read remotely and thus sent estimated reads. On the 08/31/22 invoice, TNMP showed an end read (current read on the meter) of XXXXXX. On the September invoice, TNMP showed an end read of XXXXXX as actual usage. This led to the invoice of showing consumption of 6,866 kWh. TXU Energy disputed this in November and TNMP answered with the following: "Previous months usage was underestimated. Usage caught up when meter was cycle read for September with an actual reading." This was disputed with TNMP, and they advised it was an actual read. In October, TXU Energy was sent consumption by TNMP for 1,629 kWh. In November, TXU Energy received consumption for 3,265 kWh from TNMP. Cancellations for these amounts were sent to TXU Energy by TNMP and this documented on the attached spreadsheet. TNMP replaced October with 2,190 kWh and November with 2,190 kWh. TXU Energy questioned TNMP why the reads were cancelled and replaced and TNMP advised that October and November were cancelled and rebilled readings to smooth out the consumption from the meter change reading. TXU Energy also inquired as to why there was a true-up in September if the meter was not changed until November and TNMP advised, "The meter was read 09/18, for on cycle billing period, which trued up the prior estimations. This was done prior to the meter change." TXU Energy understands Ms. *****'s concerns. To suggest TXU Energy has not done due diligence, however, is simply not correct. The company has gone back to TNMP to dispute and determine what transpired. TNMP has advised the billing is correct. As stated previously, the TDU determines consumption. The retailer, in the case, TXU Energy must rely on the usage determined by the TDU. That is per market regulations no matter who the TDU is or who the Retail Electric Provider is. Ms. ***** is presently on a Deferred payment installment plan. TXU Energy will certainly work with her to modify this if necessary. Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:11/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company is reporting account that I had deleted from the other credit bureaus because it is a fraudulent account. I sent in all my documents that I ask for and the company still is reporting account to my Transunion credit report.

  Business Response

  Date: 03/16/2023

  Business Response /* (1000, 7, 2022/12/16) */ Dear BBB Staff, Thank you for notifying us of Mr. ******* ******' concern with TXU Energy. TXU Energy has completed its investigation into Comp ID: XXXXXXXX and has documented its findings and actions taken with respect to this complaint. TXU Energy's Credit and Collection's department found that Mr. ****** paid the charges for the account in question. Mr. ****** is not responsible for any additional charges as they have been paid in full and cleared from the account. On 09/13/22, TXU Energy has issued a request for the three major consumer reporting agencies, Experian, Equifax and TransUnion to update the account as Paid Charged-Off. A representative from TXU Energy reached out to Mr. ****** to provide an update regarding the resolution of this matter. In addition, a Credit Bureau update letter has been mailed to Mr. ****** at his current address on 09/19/22. He may contact *** **** with TXU Energy directly at XXX-XXX-XXXX if he has any questions We apologize for any inconvenience caused by this issue. Thank you for bringing this issue to our attention.

• Initial Complaint

  Date:11/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to dispute the following information that appears on my credit report from 11/15/2022:TXUENERGY account with account #**************** opened on 06/01/2014 and a balance of $362.To whom it may concern, While looking at my credit reports I noticed the following account had a discrepancy in the ''Date of Last Activity'' section of the listing. TXU ENERGY- ************** Transunion is reporting a date of 02/23/2020, Experian is reporting 07/01/2020, and Equifax is reporting 03/01/2020. If this is the same account how is the supposed ''verified'' information listed on my credit profiles different from one another? Because of this apparent neglect in assuring everything in my report is accurate, consistent and up to date please ''DELETE'' this item immediately. TXU ENERGY- ************** When the above deletions are made, please mail me an updated copy of my credit report.Please reinvestigate this matter and delete or correct the disputed information as soon as possible. Thank you for your assistance.

  Business Response

  Date: 12/16/2022

  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.
  
  **************** disputes the billing and charges for the contract with TXU Energy and is requesting they be deleted from her credit profile.
  
  Account records show there is an outstanding balance owed of $362.78 under the name of *************************** from inactive account #************ for the service provided at ********************************************************* from 07/24/19 to 02/24/20. Per our investigation, the customer resided at the above address from 11/29/2017 to 11/02/2020. Valid payments were made on the account from 06/04/2014 to 02/21/2020, and the final bill and final bill referral letters were mailed to the above address with no return mail indicators on the account.
  
  ********************** finds no cause for deletion of the accurately reported account from ******************** credit report. When the balance owed has been paid, we'll send a request to the three major consumer reporting agencies, Equifax, TransUnion, and Experian, to update this credit file for the account to reflect as a paid charge-off.
  
  Thank you for bringing this issue to our attention.
  

• Initial Complaint

  Date:11/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company tried twice to get money off my account without my authorization... I called them and they kept saying to talk to my bank to stop payment... first payment didn't go trough on their end but now they are trying again and I called Again and they told me same thing.. I need them to stop using my bank account information immediately!

  Business Response

  Date: 11/30/2022

  
  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 TXU Energy attempted to withdraw money from her bank account without her authorization and she wants it to stop.
  
  Records show that **************** called on 11/07/22 to set up a deferred payment plan (DPP) for her balance of $609.07 and agreed/authorized TXU Energy to process a payment for half of the amount ($304.87) and then a DPP could be set up. Unfortunately, the agent received an error when processing the payment. Upon refreshing the screen, the agent discovered that the payment was processed twice. The agent relayed this information to **************** and suggested that she contact her financial institution to have the additional payment cancelled. **************** was not amenable to this suggestion; as such, a ticket was submitted to investigate if the payment could be reversed.
  
  On 11/15/22, the investigation concluded, and **************** was advised that the payment could not be reversed since it was made via ACH. She was advised to contact her bank.
  
  TXU Energy received market notification of a forced move-out (move-in with another provider) closing ******************** account. A final bill was issued on 11/17/22 for $28.07.
  
  Records show one of the $304.87 payments was returned/cancelled on 11/18/22 and debited back to her account. The return fee of $25 was credited to her account. With the $304.87 debit and final bill amount of $28.07, the account is closed with a balance due of $332.94.
  
  TXU Energy apologizes for the inconvenience this issued caused *****************
  
  

• Initial Complaint

  Date:11/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We originally signed up with TXU to be our energy provider on August 8th - our move-in date was September 10th. On August 9th, I called TXU and explained that I did not wish to use them as our energy provider. The employee assured me that I was released from the contract and I would not be billed by ***. In November I realized I was kicked off my intended energy provider and was being charged - at a rate of ~31 cents per kWh which is very high - by TXU. I don't understand how a company can blatantly lie and go against a client's wishes without penalty. *** basically charged and billed me without my permission when I explicitly told them I did not wish to continue with their services.

  Business Response

  Date: 11/16/2022

  Dear BBB,
  
  Thank you for notifying us of the customer's concerns. At the address of 2018 **********************************************************, TXU Energy is unable to find an account under ************************************* name. If the complainant can provide additional information (for instance is there a different service address than the aforementioned or an account number), we will be happy to investigate further.
  
  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 11/17/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Account is under my husband, *********************.

  Business Response

  Date: 11/28/2022

  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.
  
  On 11/28/22, a TXU Energy representative attempted to contact ***************************** and was unsuccessful. A detailed message with resolution of this matter was left along with direct contact information. Should ************************** have any additional questions, she may contact ****** at ************.
  
  Thank you for bringing this issue to our attention.
  

• Initial Complaint

  Date:11/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TXU energy is not a good company to deal with on customer service. So I switched my service to them and was told the deposit will be waived after ******* asked a series of questions. During the authorization, I asked ******* mutiple times, was my deposit waived and he said yes, no worries. . Well, they shut my lights off after flat out lying about waiving the deposit. They refused to honor their word. TXU will not get a good review from me. Now I'm stuck with this company, ugh ' . When I called in the supervisor claimed he didn't get a chance to hear call in its entirely because it cut off. I'm not happy about that because it seems u didn't believe what I said. This is not a good business relationship to begin with. I'm stuck having to pay a deposit I was told was waived in order to move forward in a contract im now stuck in..they need to honor their word and waive the deposit...

  Customer Answer

  Date: 11/17/2022

  Hello,
  *************************** contacted me regarding the complaint. She sent the voice clip of the enrollment call and I found some discrepancies with this call. In the 10 min part, the representative asked me questions regarding the waiver of the deposit. That part was deleted out the call. During the enrollment which is the 11:04 part the representative stated about the deposit and I proceeded to again reference the deposit being waived. Again that part was cut from the call. U can actually tell where I begin to speak and it was cut...we both at a stand still on which way to go...thank u for ur time in helping resolve this

  Business Response

  Date: 11/18/2022

  Dear BBB Staff,
  
  Thank you for notifying us of the customer's concern with **********************. ********************** has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  TXU Energy has thoroughly examined the call recording from 10/13/22 and there is no record of the company advising the deposit will be waived. There is a record of the customer declining a soft credit check. The customer was advised that a deposit will apply if no credit check is done and that is what happened. In fact, the representative agreed to split the deposit in two payments, one half due immediately and one half due within 21 days.
  
  The deposit was appropriately applied, and it will not be waived.
  
  Thank you for bringing this issue to our attention.
  

  Customer Answer

  Date: 12/29/2022

  I never received any response regarding this I query. I also included findings and I do not agree with this case being closed. As it stands TXU is not a good company for business practices. This company has falsified their claim and has edit the call. Im stuck with this company and I do feel retaliation. Please go ans request the 2nd and 3rd call when I called in regarding the deposit.

  Business Response

  Date: 01/03/2023

  Dear BBB Staff,
  
  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 and the additional information.
  
  TXU Energy records show **************** initially called on 11/07/22 (this was her first contact when she enrolled for service on 10/13/22) and spoke with a supervisor and during this contact, the supervisor reviewed the call and advised the customer there was no communication about any deposit waiver. Further, the calls were not modified.
  
  Further, ******************** second call was from 11/14/22, and once again she was advised records show no communication about a deposit waiver and the deposit would remain.
  
  On 11/17/22, a TXU Energy representative spoke with **************** (when the complaint was received) and was advised that the call was reviewed once again and found no communication of a deposit waiver, therefore the deposit would remain, and no adjustments warranted. There was no communication of a call back to the customer as this was a final resolution provided to her.
  
  TXU Energy records show the deposit has been paid. The customer was appropriately charged a deposit at the time of enrollment. Deposits will automatically apply to the customer's active account after twelve consecutive months of on-time payments.
  
  TXU Energy appreciates **************** enrolling for service.
  
  Thank you for bringing this to our attention.
  

  Customer Answer

  Date: 01/30/2023

  I never received any response regarding this I query. I also included findings and I do not agree with this case being closed. As it stands TXU is not a good company for business practices. This company has falsified their claim and has edit the call. Im stuck with this company and I do feel retaliation. Please go ans request the 2nd and 3rd call when I called in regarding the deposit.

  Business Response

  Date: 02/06/2023

  If the company made a mistake we would have certainly owned up to it and taken the necessary steps to rectify. There is no evidence of a mistake. There were no calls altered and there was no contact found that an agent agreed to waive the deposit. The deposit was correctly charged and will not be waived. TXU Energy has nothing additional to add to this.

• Initial Complaint

  Date:11/07/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my TXU service before we moved out of state, and during the phone call when I was scheduling the cancelation, I asked the person I was talking to if we would have any extra charges on our final bill due to the type of plan we were on; which was a plan that off-set our summer bills to our winter bills to make them more predictable. The person said we wouldn't, and I know she said we wouldn't because I didn't put it in my notes I was taking while talking to them. We were even supposed to get a deposit back, which never happened. When I got the final bill, it was nearly $600, and I immediately tried to contact TXU because it didn't make sense. I got to talk to one person the first time who told me it was because of the plan we were on, which didn't make sense because I asked if we would have any charges because of the plan and was told no. After the call, I tried contacting someone higher to get confirmation, but every time I tried to call the phone number provided in the return email, I got a busy signal. I tried emailing them to say I can't get through, but all I would get in return is another auto-generated email saying they "tried" to reach out to me and were unsuccessful, then gave the same number that gives the busy signal. I know that I did get at least one call, but the signal dropped, which was why I was trying to deal with it via email. I continued to try and call, but the number was always busy, so today I just paid the bill out of frustration, but it was an expense we weren't expecting because I was told we wouldn't have extra charges due to the type of plan we were on.

  Business Response

  Date: 11/23/2022

  Dear BBB Staff,
  
  Thank you for notifying us of Mr. ***************************** 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.
  
  TXU Energy understands ****************** concerns regarding his final bill. However, ****************** final bill is a combination of current charges from 09/26/22 to 10/23/22 of $200.14 and Average Monthly Billing (AMB) difference of $387.81.
  
  AMB is a billing plan offered by TXU Energy to aid customers in budgeting their bills. There is no cost or fee for it, and it takes an average of the previous 12 months and uses that average to calculate a monthly bill amount. The difference in the average and actual consumption is on every invoice. If there is a credit balance when a customer cancels average billing, it is credited to the account. If there is a debit balance when the customer cancels average billing (meaning the average that has been billed is less than what the actual usage), it is debited to the account.
  
  The point of AMB is to smooth out seasonal highs and lows in the customer's monthly bill and avoid high bills when usage is at its greatest such as the summertime. If ************** reviews his 08/27/22 invoice, he will see his actual electricity consumption was $341.53, but was only charged $244 under average billing. The difference is then listed on the bill in the cumulative balance differential and the cumulative balance is listed on every bill whether there is a debit balance or credit balance. If ************** had cancelled his account when his cumulative balance was a credit balance (meaning he overpaid against actual charges), he would have seen a credit on his final bill. When he cancelled however, the underpayment against actual usage was $387.81.
  
  TXU Energy apologizes if the agent did not notice when he called in that the account was on AMB. These are actual usage charges however. There was a debit balance and it billed on the final bill as it should have, and no adjustment or refund is warranted. The account is closed and has been paid in full.
  
  Thank you for bringing this issue to our attention.
  

  Customer Answer

  Date: 11/24/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I don't really have a choice, they took too long to reply and I paid it because I didn't want the bill to go to collections since they took their sweet time. Was tired of the *************** of automated email replies when I told them that the phone number they gave me to contact them didn't work. I'm glad to be out of ***** and out from under this company's monopoly.

• Initial Complaint

  Date:11/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 31 I called and asked for payment extension. Extension was granted for 11/7/2022. When I logged on line I paid $56. I was prompted to set payment method for remaining balance. I received confirmation and it the date was updated to 11/11/2022. My lights were still disconnected on 11/2/2022 despite having arrangement.

  Business Response

  Date: 11/13/2022

  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.
  
  TXU Energy records reveal that on 10/31/22, ************** requested a payment arrangement for the balance owed of $262.20. During this contact, the customer was offered a payment arrangement to pay $70 by 11/01/22 and the remaining balance extended until 11/07/22. The customer was reminded the importance of paying the $70 on 11/01/22 to avoid interruption of service. On 11/01/22 the customer paid $56.89 (not $70), and no further payments were received.
  
  ************** asserts she received confirmation the date was updated to 11/11/2022. ************** is correct. However, when the customer utilized her ********************** MyAccount via the Mobile App, she self-scheduled a payment for 11/11/22. Further, this scheduled payment does not keep the services from disconnection as the amount owed was already on the disconnection path. The customer was fully made aware on 10/31/22 that if full payment of $70 was not received by 11/01/22 the disconnection path would follow. Therefore, on 11/01/22, the service was appropriately disconnected.
  
  On 11/02/2 call, ************** inquired on the disconnection of the service. During this contact, the customer was reminded about the payment arrangement where she had to pay $70 to avoid the disconnection and since no further payments were received, the disconnection occurred.
  
  On 11/03/22 call, ************** spoke with a Specialist from the Office of the President and the customer's service was restored. Additionally, the specialist advised customer would look into her concerns about the disconnection and call her back. Records reveal the specialist attempted to contact the customer three times 11/03/****** and **/**/****** and was unable to leave a message and was also electronically sent an unable to contact email.
  
  TXU Energy appropriately disconnected the service due to non-payment as only a partial payment was received, however the service was restored.
  
  Further, ************** is welcome to contact TXU Energy at ************** and request a payment arrangement.
  
  Thank you for bringing this issue to our attention.