In August 2007 we purchased a new home before we sold our existing residence. We had TXU Energy as our electrical service provider at our existing residence. We signed up with TXU Energy for service at our new home, and we contracted for their Summer Savings 24 Plan at that home. This plan provided a reduced charge per kilowatt hour and we were under contract for 24 months. We sold the first Hills home in late February 2008. I called and asked that the account and service to that address be closed as of the first week of March 2008. TXU then closed the accounts on both of our residences and we were without electricity at our new home. I spent numerous hours on the phone to their customer service department trying to get our power back on. We were without power at the home where we actually lived for 4.5 days, beginning on March 6, 2008. Their customer service was very unhelpful. After the power was restored, TXU did efficiently reimburse us for hotel and food expenses for the time that the power was out by issuing a credit to our account. However, they are now showing that we closed the account for our new home, even though the account closure was their error, and that voided the Summer Savings 24 Plan. They no longer offer that plan and have put us on a much more expensive plan. After more than two hours on the phone to their customer service department on 5/1/2008, in which they transferred me to numerous wrong departments and cut me off twice, I was informed in no uncertain terms that they refuse to reinstate us on our less expensive plan. To me, this is a breach of contract and very poor customer service. TXU customer service operators have a certain script and if the issue is beyond that script, they just won't help you and won't provide you with contact information for someone who can.

A payment was made to my account in January and was returned for account not found. I contacted my bank because TXU said my account didn't have the funds. I contacted my bank which sent a detailed note stating that the amount was paid. There is still a $25.00 charge on my account and if not paid my electricity will be turned off Feb 15. But conveniently, TXU can't pull up how past bills were paid, so they have stuck me with a bogus bill! I have never not paid the bills I owe them and always pay early. The supervisor I spoke to didn't really care, and basically told me I will pay the bill. When asked if I can switch my service to another company, I was informed that I would owe $200.00 for a cancellation fee. That being said, my deposit was the standard $215.00.

I started service with TXU Energy and sent in the proper paperwork the proper way to get my $50 credit for new service. I was told it would be applied after 1 months service. I spent 2 months calling them and trying to determine when my credit would be applied. I was told the following month and then they couldn't find my paperwork I sent in for the credit. I had to call back more than once because I could not understand the person who was "helping" me.

I finally canceled my service and went back with Reliant. I got my final bill and called to have the $50 credit applied before I paid it. The customer "service"? person did nothing to help me nor did the manager on duty. The conversation with each of them started out with "did you send in the credit request form" and that is all I have heard these past few months.

To make a long story short, the "manager" said (after putting me on "ignore" for 15 minutes) that they would likely not credit my account since I had canceled service. I told him that them not crediting me was WHY I canceled!!!

It was like talking to a brick wall. He submitted a search for the form I sent in (the one that they said they had received and then couldn't find) but even if they found it I would likely not get the credit since I had canceled.

TXU is one utility to stay WAY FAR AWAY FROM!!

Does anyone have any idea how to get results? I have told them I won't pay the bill till the credit is applied. I have thought about sending them $10 a month which will take over 2 years to pay the account off. Can I legally do this???

Thanks in advance,

Louise
Houston, TX.