ComplaintsforTXU Energy Retail Company, LLC

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My bill with TXU for ******* was $254.46!!!  Then I received this recent bill for $301.49!!! there is certainly a missed calculation in my bills. I live in a less then 800sq 1 bdr apt and if you search my history, you would also notice these two bills were erroneously billed.  I also am aware that there was a mix up with my txu file, as I received txu mail to my residence for a *************************** as well as a phone call from you guys asking me was I attempting to disconnect my service! I replied that I was not and them confirmed my phone number and we later ended the call.  I knew there would be some type of problem later on and here it is with these massive ******** only for these two instances.  I'm also requesting that someone come out to check my smart meter as well.  I know mistakes happen so I'm contacting you to correct it and refund/adjust my bill as soon as possible because this last bill has to be paid by the 29th of February.   Like I explained this is a one bedroom less then 800sq with only one occupant that doesn't leave lights on. 

   

  Thank you for your attention,

   

  JR

  Customer response

  03/20/2024

  I received notice from Oncor that my meter is eligible for a free meter test, as a result of my complaint that my bill was excessive.  I am at this time requesting a meter test please.

  Business response

  04/11/2024

  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.
  
  TXU Energy records reveal that ******************** is currently on TXU Energys Flex Rewards, a variable month-to-month plan.
  
  ******************** 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 ******************** serving area,***** 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 04/04/24, ******************** spoke with a TXU agent and questioned the amounts billed and denied using the consumption.During this contact, ******************** was advised that the historical usage at her premise typically increases during the winter months. In addition to this, the usage from this year is in line with the usage from the two previous years. On ******************** most recent bill, the usage has since decreased again. On 04/11/24, a meter test was completed by Oncor, the *** in ******************** territory. Oncor found no issues with the meter which tested *****% according to industry standards.
  
  TXU strongly encourages ******************** to create a 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 encouraged to utilize the Smart Meter ***** Portal at www.smartmetertexas.com for additional insight into her energy consumption.
  
  Further, ******************** is welcome to contact TXU Energys customer service team at ************** to discuss her current rate plan.
  
  Thank you for bringing this issue to our attention. 

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im not sure where else to go for help so I come to you. I moved out of my previous apartment December 11th 2023. I called *** to terminate service in November. However in January I was slapped with a $319 charge. I called and after 45 minutes I was told the fee was waived and service was now terminated. I just received notification that it was not and now because of late fees its well over $400. I called and they told me there is no record of me calling so its not their issue. I refuse to be punished for someone elses wrongdoing. TXU made 2 mistakes. 1- not terminating on the correct date. 2- giving me false information on waiving fees.

  Business response

  03/08/2024

  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.
  
  Account records reveal **************** service at ********************************************************* was active from 06/12/2020 until 01/26/2024 when the account closed.
  
  On 01/25/24 **************** inquired about the service, and it was during this contact the customer stated she had moved out of the address in question on 12/11/23. During this contact, the customer was advised there were no records of any move out request, however it was on this contact the customer made the request to close the account. The agent submitted a move out order with an effective date of 01/26/24. Additionally, the agent opened an investigation to review this further. This was the last contact from the customer until receipt of the ******************** complaint.
  
  The investigation concluded that no request from the customer was received to cancel her service; therefore, the account continued to be active until 01/26/24 and was billed appropriately.
  
  Please note that the account is closed, and no further billing will occur.
  
  Thank you for bringing this issue to our attention.
  
  

  Customer response

  03/13/2024

  I am rejecting this response because:   Thank you to TXU for the response. However I am in disagreement due to the fact that after my call on 1/25/23 and service being cancelled on     1-26-24, I did call back. I called back to inquire about the investigation that I was told would be opened. I personally never heard back so I reached out. I called back the same day that I made the complaint with the BBB. I was so outraged by my conversation that day that it prompted me to contact BBB. I was told that an investigation was never opened. So now youre telling me that call was not logged either? That in my mind proves that its definitely a possibility that when I had called in November to cancel my service for December, that your team did NOT take the right steps. So why should I have to pay over $300 for a mistake possibly made by your team. Its evident (I have the call logged on my phone) that I called on the day I emailed BBB. Again why wasnt that call logged? I did call in November and I did request cancellation in December. I would just pay the ***************** and not go through this trouble. BUT its the principle of the matter. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *************** credit 10/27/23. First investors 09/27/23 Capitol one 09/27/23 **** financial 09/27/23 Global lending service 09/27/23 One main 09/26/23 Capitol one 05/26/23 American credit assoc 05/26/23 Carmax auto finiance 05/26/23 ***************** 05/26/23 One main 05/18/23 *********** 05/12/23 **** financial 05/12/23 Drive away PCE 04/28/23 Capitol one 04/24/23 ***************** 04/16/23 ************ 04/07/23 CAPITOL ONE 04/07/23 Global lending service 04/07/23 *************** credit 03/27/23 Lithia dodge of corp 03/27/23 THD/CBNA 03/24/23 *********** NA waymc 03/18/23 **************** credit 03/11/23 *************** credit 03/06/23 ************* driveway 03/04/23 Consumer portfolio 03/04/23 American credit accept 02/21/23 ******************* accura 09/22/22 ************* driveway 09/22/22 Security finiance 06/02/22 Jpmcb credit services 05/31/22 Credit central EPO 04/28/22 Wellby 04/27/22 One main 04/27/22 Xactus, LLC 0427/22 .

  Business response

  02/26/2024

  Dear BBB Staff,
  
  Thank you for notifying us of Tarek Tabbaras concern with TXU Energy. TXU Energy has completed its investigation into Comp_ID:21317056 and has documented its findings and actions taken with respect to this complaint.
  
  ****************** is requesting a correction to his credit report.
  
  Account records indicate that ***************************** was active with TXU Energy for the address at *************************************************************** from 8/23/17 to 10/31/17 when he switched his service to another electric provider. The account was left with a balance of $294.31, which became delinquent on 12/8/17 per the due date of the final bill. The Final ***************** Letter was sent on 12/9/17 to the mailing address on file, *************************************************************** which is the same address listed on the BBB complaint. There was no Returned Mail Indicator. No payment was made.
  
  In April 2023 and November 2023, TXU Energy received an Automated Credit Dispute Verification (****) of ****************** disputing the unpaid debt. During this investigation, Credit & Collections found the debt to be valid as ************************* had claimed the address, matching email and phone number, payments received on the account. A debt stand letter was mailed each time to **************************************************************** which is the address listed on the BBB complaint.
  
  In January 2024, TXU Energy received an email from ****************** disputing the debt and a case was opened. Credit &Collections completed the investigation and once again found the debt to be valid for the same reason when the **** was received (as noted above).
  
  On 2/2/24, TXU Energy received a call from ****************** and disputed the debt of $294.31. A case was opened for further investigation.Credit & Collections completed the investigation and once again found the debt to be valid (the same reason as noted above when the **** was received as noted above). A debt stand letter was once again mailed to ***************************************************************.
  
  Our review determined that the account is not a result of fraud or identity theft, and the customer is fully liable for the charges at **************************************************************** from 8/23/17 to 10/31/17. A debt stand letter was mailed to ****************** each time to the address of ****************************************************************
  
  On 2/21/24, a TXU Energy representative sent ****************** an email of the above information and if he continued to deny the debt, he was informed of the importance of submitting a police report, and several copies of bills with a different address during the time the debt incurred (this information provided to him when he spoke with Office of the President on 2/1/24). He was advised once received; we will gladly investigate this further for him. ****************** has direct contact information for any further assistance he may need.
  
  The debt, as it stands now, is valid and owed by ***************************** and does not warrant deletion from the credit bureaus reported on 3/19/18. 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 3/19/18), 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.
  
  Thank you for bringing this issue to our attention. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  December 2023 - January 2024 I was in process of trying to sale my mothers home in *********, **, since my Mom is in memory care and I live in *************, **. During this time no one was living in my mothers house, there would be people coming in about one week out of each month, estate sales people to sale my mothers belongings and the short time they were there, everything was shut down when they left, in fact I had the breaker box turned off in the house to make sure no electricity was used. During the Christmas holidays when TXU said the most electricity was used, No one was in house and everything was turned off. *** sends me a bill for over $300 for December and over $300 for ******** there was no one in house to use this electricity.

  Business response

  02/26/2024

  
  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.
  
  ************** disputes the usage for her property.   She believes the meter was tampered with and is requesting an adjustment.
  
  A review of the attached readings (last 2 months) from the transmission and distribution (TDU) provider, Oncor, and TXU Energys Billing report shows that ************** has been billed accurately per the price plan chosen, her Electricity Facts Label (EFL), and the readings received from the TDU. 
  
  ERCOT records show the meter was replaced on 2/06/24.   ************** concern that someone ******** with the meter, TXU submitted a billing dispute to Oncor for the billing cycles of 12/13/2023 through 01/04/2024 and 01/05/2024 through 01/24/2024. 
  
  Oncor completed the investigation on 2/09/24 and determined the following.
  

  "02/29/24 11:11:51 Verified all reads for service period 12-13-23 - 01-04-24 and 01-05-24 - 01-24-24 are actual good reads. There are no billing adjustments warranted at this time.  Thank you."
  
  On 2/09/23, a member of the Office of the President ******* Oncors findings to **************; however, she did not accept the information.  She indicated that she would not pay the bill.  The representative advised without payment the account would be sent to collections and subsequently the credit bureau.
  
  TXU Energy billed the customer per the exact consumption as received by the TDU.
  
  Thank you for bringing this issue to our attention.

  Customer response

  02/26/2024

  I am rejecting this response because:   The breaker were turned off at the house and there was no one living there at the time.  There is No way that much electricity could have been used!  If this company wants to half the the cost of the amount in question, I will be willing to do that, but if they are not willing to do that, then I will not pay for electricity that I did not use.  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  February 2,I received my bill from TXU by email and it read that I owe them $907 for the month of January.I live in ***** and we did have a freeze and it did get very cold.At the address of the charge accrued one light was left on during this period. This home uses natural gas for heat.TXU stated my usual consumption is $5/day. During the freeze January 14 - January 20 my consumption of kilowatts was up to $85/day.When I talked to TXU on February 2 complaining about how high my bill the representative offered me $200 right off to adjust my bill. Surely this helps, but not enough that I can afford.TXU did encourage me to get in touch with Oncore, who is the delivery service of the actual energy.Which I did, and met them at the residence on Monday.The Oncor representative said the meter was working properly, but still there was 15 kW still pulling energy.He asked me what I was running at the moment, and I said washer and dryer and a couple of lights and he continued to say that should not be that many kilowatts for just a washer dryer and lights.So I flipped the breaker on my side and turned all electricity off to my home. The electric meter was still pulling 15 kW.To me that means that there is something wrong with the meter if it continues to run pulling kilowatts and my electricity is switched off to my home.The representative did not check those things, and he was gone by the time I turned it off.So back on the phone with TXU to explain that scenario, and of course they had no idea what I was talking about and had to transfer me to three different people and still no resolve.I was on the phone over an hour before the first transfer. During this time, I had the power shut off to my house and asked TXU if they could read it on their end and see if it was working and they said yes youre pulling 15 kW right now.How can that be if the electricity is turned off to my house? Of course they could not explain it, but would be glad to give me another hundred dollar refund to appease me .I want a complete refund My usual bill runs $150 a month. That is the only amount my finances will cover.Ive spoke to several neighbors and their electricity did the same thing.I think the freeze did something to meter outside my house that it is still pulling. 15 kW.

  Business response

  02/21/2024

  Dear BBB Staff,
  
  Thank you for notifying us of ************************* concern with TXU Energy. TXU Energy has completed its investigation into Complaint ID: *********** has documented its findings and actions taken with respect to this complaint.
  
  TXU Energy records reveal that ************** is currently on TXU Energys Flex Rewards rate plan with an effective date of 11/04/2019.  This is a month-to-month variable rate plan.
  
  ************** disputes the consumption used at the premises along with the amount of her recent invoice. 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 02/05/2024, ************** spoke with an agent and was offered TXU Energys ***** Choice 12 fixed rate plan. ************** advised that shell consider and call back.  This is the last contact prior to the receipt of the complaint.
  
  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.  Utilizing the Smart Meter ***** Portal at www.smartmetertexas.com is also a useful tool in reviewing usage.   
  
  TXU Energy encourages ************** to consider enrolling in a fixed rate plan.
  
  Thank you for bringing this issue to our attention.
  
  

  Customer response

  02/26/2024

  I am rejecting this response because:  
  Since TXU takes, its reading from Oncor this issue will be addressed with Oncore and its readings.
  Since the first Oncor representative came to check the meter, he stated, this meter is pulling 15 kw, and he asked what did I have on at the time, which was washer,dryer and a light.
  He said that cant be right but he never checked anything further.
  So Im doing my own troubleshooting for now and until then the response from txu is not accepted as accurate and this issue is not resolved until further identification of the issue has been determined.

  Business response

  02/28/2024

  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, should ************** have questions, she is welcome to contact our customer service when reviewing MyAccount and we will be happy to help walk her through it if shes not familiar with using it. Utilizing the Smart Meter ***** Portal at www.smartmetertexas.com is also a useful tool in reviewing usage.   
  
  TXU Energy encourages ************** to consider enrolling in a fixed rate plan.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My bill with TXU for December 27th thru January 28th is $390!!! I live in a 960 sq ft space. I was gone for over 2 weeks during this timeframe. I dont leave things plugged in. On average my thermostat is set to 68. I have never had a bill this high since moving in almost 3 years ago. We have had freezes etc so thats not it. My bill wasnt even that high when I was home and it was scorching hot or feeezing cold and I actually was using electricity. They are crooks and thieves, not to mention liars. How can I be gone over 2 weeks and have a bill so high. No one else was there to use the electricity! There was no tv even plugged in as I unplugged them because I have been staying with my mom a lot since I am out of a job. So theres NO WAY that much electricity was used NO WAY.

  Business response

  02/22/2024

  Dear BBB Staff,
  
  Thank you for notifying us of your 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 ************************* is currently on TXU Energys Flex Rewards, a variable month-to-month plan.
  
  ******************** disputes the consumption used at the premises. 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 ******************** service 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 in alignment. She was also billed correctly according to her electricity plan.
  
  We strongly encourage ******************** to create a 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 which will also provide information on her usage. Account review indicates that there were no overcharges billed and no adjustments are warranted.
  
  Further, ******************** is encouraged to contact TXU Energys customer service team at ************** and request a plan change or further assistance with her account.
  
  Thank you for bringing this issue to our attention.
  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a notification today regarding a major drop in my credit score, so after investigation I discovered a closed account by ********************** for a charged off amount of $886 for an account that was opened on May 25, 2023. I have never heard of TXU Energy, never used any of their services, never opened any accounts with them, never received any communication (via mail, email, phone, etc.), and I have never lived in *****. I haven't even ever been to *****. So I am extremely confused as to how this account is on my credit report when I never gave any information to them, spoke to them, heard of them, nor did I ever sign or verbally enter into any contracts for any services with them. Could you please help me resolve this issue? From my research, it appears that I'm not the only one this has happened to recently with this company unfortunately.

  Business response

  02/08/2024

  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.
  
  ************************* disputes a debt appearing on her credit file and claims she never lived in ***** and requests this account be removed from her credit report.
  
  On 2/6/23, a TXU Energy representative attempted to contact ************** with resolution to this matter, however, was unsuccessful. A message was left letting the customer know a letter of final resolution was electronically sent to her email address, ********************************* listed on the BBB complaint along with direct contact information. On 2/8/24, ************** confirmed receipt of the letter.
  
  Thank you for bringing this issue to our attention. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  TXU had my payment information on file to process recurring payments. They did not process the payments when they said they would, they sent me to collections citing "charge-off" and when I check my account w/ TXU there is no balance. I was on the phone with them earlier this week (1/30/2024) and TXU told me that they would call me later that same day to follow up and give me details on the situation and I have NOT received any calls from them. All of a sudden they send me a receipt for the amount that they claimed to the credit company was due, even though there was 0 due per their own website.TXU needs to report accurately. They sent my account to collections and credit bureaus in error. Their business practice is unprofessional, over priced and extremely dishonest.

  Business response

  02/21/2024

  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.
  
  Upon receipt of her complaint, a request was submitted to our Credit & ********************** for a review into Ms.****** ******************
  
  The investigation completed on 2/09/24.  A deletion letter has been submitted to the three reporting agencies requesting the debt to be removed from Ms. ****** credit file.  This action can take up to 45 days. 
  
  A representative spoke with ************** on 2/09/24 and relayed the above information. ************** was satisfied with the resolution. 
  
  Thank you for bringing this issue to our attention.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I switched to another utility ** in January, **** after I signed up with the other ** I received several calls from CS agents/reps trying to **nvince me to **ntinue my service with TXU the last call I received was from a person who spoke broken English and was very demanding in efforts to **nvince me to **ntinue with TXU, I finally refused again, after my last refusal the individual was very rude and nasty and abruptly hung up the phone, this is very bad customer service, and I believe I have the right to choose whichever utility provider I want without being harassed so blatantly, because of this individual I will NEVER do business with TXU again, !!!!!

  Business response

  02/02/2024

  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.
  
  On 1/29/24, a TXU Energy representative spoke with ******************** and he was provided with final resolution to this matter. ******************* was receptive.
  
  TXU Energy appreciates the time ******************** had service and regret the customer service experience encountered did not meet his expectations.
  
  Thank you for bringing this issue to our attention. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being charged **** cents per kWh, but stated from their website below should be charged **** cents. TXU Energy Retail Company LLC TXU Energy ***************************** ************** Delivery January 26, 2024 Electricity Price Average Monthly Use 500 kWh **** kWh **** kWh Average Price per kWh 21.6 **** 19.5Your average price per kWh for electric service will depend on your usage and the following pricing components:Base Charge: Per Month ($) $9.95 Energy Charge: Per kWh ()All kWh ******* For the dates of 1/11 - 2/9: My currents usage is at **** kWh and reflecting a price of ****** with the estimated bill for the whole 30days at $562 - $624.I live alone in an 863 sq. ft apartment and keep the heat on 65/66 degrees the lowest we are supposed to keep it if we have below freezing temperatures as to help keep the pipes unfrozen. It also shows on the usage breakdown that the highest usage is for water heating, at my apartment complex we use gas to heat our water. There just has to be something wrong. I've spoken with TXU several times and every time they that sounds right..... It can't be.

  Business response

  02/12/2024

  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 (TXU) records reveal that ***************** is currently on TXUs Flex Rewards, not Flex Forward as she stated.  Her service on this rate plan started on 12/18/19. The plan is a variable month-to-month plan. As indicated in the **** the plan includes a base charge of $4.95 and a variable rate of **** for the first billing cycle and may change in subsequent months.
  
  The rate ****************** was viewing was an average price per kWh based on monthly usage of ********************** the customers **** the actual average price per kWh will depend on their usage amount and time of usage.  The price per kWh for the plan, as presented on the *** link, is accurately stated.
  
  TXU Energy appreciates Ms. ******** patronage and looks forward to serving her for many years to come.  
  
  Thank you for bringing this issue to our attention.

*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. ↩