TXU Energy Retail
Reviews and Complaints

Last month's bill, about 300.00. This month's bill OVER 400.00 when I had two outages, plus a short outage and the temperatures were basically near the same. Chart on billing shows WATER heater being HIGH- -I have a SMALL water heater, live alone, whole bit. Called about getting THEIR meter check, said there would be a charge for this, when it is THEIR meter. TXU is totally ripping me off! Been a customer since 2006- -they don't care!

WORST customer service and over charges your account.

07/18/2023 7pm

Went to powertochoose.org to get electricity contract. They showed 'Simple Value 12' plan. went to sign-up and after going through all the sign-up got a message and a number to call. Called number and got someone who informed me that plan was not longer available. Went online while we were talking and looked at the TXU website and it had the same plan and same rate listed. But the agent said the plan was not longer valid, and wanted to sign me up for a higher price. Canceled the sign up at that point. Do they regularly use a 'bait and switch' method to get people to sign up?

My husband passed and I was forced to move out of my apartment and switch my service to my new address. I was told I had to be put on a switch hold and it would take 24-48 hours after that I was notified they never received my documents. I resent them and was told it would take another 24-48 hours. Now I’m being told my switch hold was rejected. I have 2 kids and 3 cats we have no where else to go and I need to get them out of the heat. This is ridiculous! I have been a customer for over 4 YEARS!

TXU promotes a bonus reward advertisement where you pay your bill and locks you in for 2 years. You hear nothing from them about the bonus and wait. Payment are made by you on time for 3 to 6 months, still you hear nothing from them. 3-4 months down the road you request use of the reward, and they say its processed and available. Nothing comes but you get an email saying your code needs to be activated and card or digital card is on the way. Nothing comes and when you call get nothing but the run-around. The call is either ended or you have called after business hours please call another time that is restricted to a time when working people that commute can't even be available to be on the phone. Meanwhile you keep paying the bill. On the phone they bounce you around until you give up because you work for a living to pay your bills and can't afford to waste time. Meanwhile you think each day if something happened to me, I still have to pay the bill, if I live. If I don't get better before the imaginary card expires, the promotion was a success for them. Yes, I am ready to change companies.

Today, has been twice (4/20/23) I have tried to call to retrieve my pass word with the recording saying it would e-mail me a new one — never have received the e-mail. I cannot connect to my txu account — there was no reason to change my account and the password I did have doesn't work. Very poor service.

Tried a third time, still no e-mail sent from them. Been a txu customer for over 18 years now, guess they do not need my money anymore — other companies out there now.

Poor service!

On December 19, 2022 i contact txu and was able to speak with Johnny to be enrolled in a promotion which was the txu Energy Season Pass 24 plan (50% 0ff for two months) which would expire in 60 days from the date of enrollment. On February 5, 2023 I contacted TXU and spoke with Brandy which I advised that I was on a promotion and would like to know the plan that they currently had. Brandy went on to tell me about the plans which I advised that they plans offered were to high and I no longer wanted it, I then disconnect the line. On February 28, 2023 I contact TXU again to see why I was enrolled in a now contract with txu that I did not authorized and was advised that I agreed to the contract for the plan. I then request to speak with a Supervisor, in which I was able to speak with Joseph. Joseph then attempt to explain the plan in which I advised that I did NOT agree or authorized to be in a contract with txu for 21 cpkw. Joseph then advised that he would place me on hold to listen to the call. Joseph came back to the line and advised that he would refer me to the Office of the President. Approx a week later I received a call from Connie with the Office of the President which provided me with plans and at that time I had to confirm with my mate. I have been calling and leaving message for Connie with no return call. I have spoke with Erma on March 23rd and was offered a Secure 60 plan or 5 yrs with the rate of 9.7 cpkw with no base charge. I advised Erma that the plan that Connie offered was lower and most definitely was not for years. I then contact the Office of the President back approx two weeks later after not receiving a call back from Connie and spoke with Nakia which advised that I could leave a message for Connie and she will personally deliver the message to Connie. " still no call back " . I contact the Office of the President back on April 7, 2023 and spoke with Nakia again and was able to advise her of the issue once again and told her that she was the last person that I spoke with. Nakia then attempt to provide me with plans at a higher rate then advised that she will again listen to the call in which I told her that Joseph the supervisor has already done that. Nakia advised asked if I would like to hold until she listened to the call or if I would like for her to call me back. I advised Nikia that I would like for her to call me back and I still hvnt heard back from Connie nor Nakia. I'm not willing to pay 19 cpkw

Confir#

I was told that when I signed up my bill would run around 175.00 to 180.00. I get my first bill it's 500.00? The second was higher that that as was the next. I got told pay it it we won't help you, deal with it it's not our fault, we don't have to check our meters they are smart meters and are never wrong.NOW they tried to charge my card without permission. They were told do not keep on file yet try did. Last I checked that's THEFT

I received my statement today. The amount had TRIPLED since last month. I don't have central heat and air. And NOTHING has changed in the way I have used my electricity except a Christmas tree, that is not on all the time. I've called TXU and they said my meter says I've increased usage. Buti haven't, they won't help me. I'm not sure if something is wrong with my meter or what but this is not correct and like I said no one seems to care. I can see maybe a little bit of an increase but not double and DEFINITELY not triple. I can't afford that, one, and it is definitely wrong! What can I do to have this checked out?

I moved into a new apartment on 10/22/2022. The utility plan I was on with TXU was a 24-month plan. My bill at the beginning of the month from my previous address was $149.98, and estimated usage at my new address was $140.00. I paid my balance to $0.00 on 11/06/2022. I also added average billing and changed from receiving a paper bill to an electronic bill.

After this change, I observed the estimated weekly usage in the TXU app, the previous monthly usage began to be calculated as weekly usage. The first bill I have been issued is 4X my average bill ($566.00). I have finally figured out that when I converted to an electronic bill, TXU included all of my previous bills in my usage instead of a single monthly bill (At the time the miscalculation occurred, I had only been a customer for 4 months).

No one at TXU will review my bill and make an adjustment. The 3rd party who manages the external meters has replaced the meter, my apartment complex has corrected any maintenance issues that existed, but no one at TXU will accept the responsibility of viewing and correcting my bill. I have tried in vain for 4 weeks to have this corrected.

Surely there is someone who has corrected this kind of error before. It is clearly a billing error, and not a customer error. I want this problem resolved by a competent TXU employee.

In September of 2022 without notice or communication, our meter was changed. The bill after the change was $1,400. We have been in our home 5 years and have never had a bill greater than $300. The company needs to look at historical data and make adjustments rather than threatening to disconnect service when it is clear that the reading is inaccurate. We need assistance with this matter.

After being with TXU nearly two years, I received a bill for over 500$. It stated that $180 was a "miscellaneous" charge. I called and was told it was from last year (2021).

They stated that it wasn't paid (over a year ago). Now, also all of the sudden, it's on my credit and I owe it. Of course I can't afford the extra right now as my summer electric bills are already high.

I was told by the Sharon, secretary to the TXU President, that I could make a payment plan, and she would even remove from my credit. Now, I can't even get her to return my calls.

TXU energy (TNMP) failed to upgrade electric meter before ATT upgraded to 4 g service and the old meter no longer sent usage. Instead of sending someone to manually read the meter they estimated usages for three month. They finally sent a contractor to replace the meter. They underestimated the usage for three months and billed that additional charges on my next bill. The TXU bill started that I used 1500 kWh in three days. It was actually the charges from the past three months. I would expect that when TXU knows that they need to estimate your bill and change out your meter they would let you know in advance. Of course the additional usage are billed at the higher rate even though they did not occur in that month. This is fraud. Not to much to ask for a 100 percent correct bill.

I always pay my bill early about two weeks ahead of time but my bill for August was not received 2022. I always send it to the Dallas payment center. I pay by Postal money order. Money Order number [protected]. Date of Money Order [protected]. Amount of money Order $161.61. It was sent on the [protected] it was not due until [protected]. I have contact TXU

They had a know meter issue and expect my parents to absorb the cost. Insane!

My parents are elderly and this months bill is essentially the same amount as their mortgage. Best we can figure out — since the only thing customer service was willing to discuss was a payment plan — the last 5 days the box was up they padded the billing to cover TXU’s mistake in running the bad box for so long.

After trying to call several times — since my dad has Parkinson’s and while he’s on the account — from years and years ago — he has no capacity to push back as the customer. No choice or voice. It’s like a bad analogy of what’s wrong in so many ways today. We were told we would have to get a power of attorney to even talk with customers service?!

The whole ‘TXU cares’ is such crap. All they care about is a payment plan to pay for their poor operations and management. Poor is too high a rating after today and the circus and stonewalling from their ‘service’ line.

Thanks for making my 76 year old mother freak out over paying for your mistakes! Pathetic. New motto suggestion: TXU Energy Bill=Elder Abuse

My bill this month is $15 higher than the previous month even though we were out of state for 4 of those days and every single weekend in that time we were not at home. They just come up with whatever figures they want and the bill each month is always higher than the previous.

My plan is also supposed to have free nights after 8pm or whatever they advertise.

I made a payment today and it was for $152 dollars over the amount of the payment spoke with a representative and he could not issue me an immediate credit back to my debit card. He had to create a case to request someone to call me on a weekday.

I requested a supervisor and held on for about 20 minutes and he came back on the line and babbled for about 2 minutes, and someone comes on the line and repeats the same rehearsed speech given, that someone would contact me by Monday. I requested that he call me, and he would not commit to handling my issue.

I am very disappointed as a customer that I could not be refunded my funds that I overpaid. I may consider another provider.

I recently moved from New Jersey to Irving, Texas and my electricity provider is TXU, I have received $550 bill for 28 days of 2 BHK house, where I am only using one single room. TXU here am seeking for help and cannot afford this much amount of bill. Your inital reading is not correct and there is some electricity theft.

I can't pay this much bill.

A disconnection notice fee has been applied inconsistently to my account. Also, the fee amount is exorbitant.

When I have made a late payment, a late payment would apply. On top of this, a "disconnection notice fee" was applied - most of the time. And sometimes it was credited back, per the bill. I noticed this recently after looking at 2 years worth of bills. At other times, I'd have the late fee, but no disconnect notice fee. What justifies this notice fee is a mystery.

The amount of the disconnect notice fee is $9.95. This is exorbitant. It is a matter of sending me an automated email which, by the way, I never received more than once. According to my bills, I should have been given this notice pretty much every month for the past two years.

Over $900 electric bill for one month of electricity. Had covid no work called for help and reason bill was so high. On hold for hours several times. Told no help sorry call churches. Have to pay or get shut off now I have a change off on my credit report! I don't understand. There are so many complaints file already against txu for overcharging. This was on tv and In the newspaper. Switched to another company and have never had a high bill again.