TXU
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Category: Home & Garden
Contact Information United States
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TXU Reviews
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Alexandra Everist
February 3, 2010
Billing Overcharges
I have called TXU numerous times since I took back my home from a previous renter in July 2009. Each time I complained tht the meter was not working correctly and that the bill was too low (between .26 and $19/month. They finally came out to check it out in Dec. I have now received a bill for $3000 for the 6 months. There is no way we spent $500/month in electric. When the service person came out to the property, they told my son the utility company could not determine the usage and that they would charge the maximum they could for the 6 month period. Who can I contact to complain?
Alexandra Everist
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dallasgrrl
February 2, 2010
incorrect bill and disconnect
First of all, after some construction at my house, TXU kept sending me bills for a temporary pole and meter that was no longer there!! Now you tell me, how there can be a reading on a meter that is not there? This took them 5 months to correct, after countless phone calls, during which, they threatened to disconnect the temporary pole!! I kept telling them, YES, PLEASE DISCONNECT IT! Idiots!!
Fast forward a few months - now, every month, my bill says something different and when i call to ask them about the charges, they are unable to explain to me why it is different than the last bill. Also, they have cut off my electricity twice in the last 10 days, for "nonpayment" - with no notice! When I call them they tell me they sent the notice, and I should talk to my postmaster. On the last occasion, the bill said due on Feb 1, and on Feb 2 the power is cut off. I have already ordered service with a new provider, I can't take any more of TXU's crap!! BUYER BEWARE!!
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jkasonj
January 4, 2010
UNACCEPTABLE SERVICE PROVIDER
I have attempted to settle a situation w/ the TXU representative numerous times. I have spoke to management at TXU as well. In January of 2009 I called TXU and requested services. I requested the average billing plan at this time. I did not receive the average billing plan, instead I received a commercial account and a huge bill increase. I assumed that when I requested average billing that is exactly what I received. I continued to pay the lesser amount on by TXU energy bill assuming that, that amount was the average billing amount. This was not correct. I am now so far delinquent in my account that I am unable to catch up the past due amount. I did however set up an installment plan. This months bill had a total increase in kw of 2035. The TXU representative stated today that “this is not right.” I also have told TXU that I have NEVER been a commercial customer but they have my paying the commercial rate plus $12.90 per month over the past year for commercial fees. I disputed this on 10/30/2009. I was told at that time that I would have a response in 21 days. I am STILL waiting on the response. My dispute was…
1. Average billing since 1/2009
2. Commercial rates on my residential account
And I will now add the kw increase from last month to this month. My bill totaled $195 last month and now totaled $478 this month. My usage has NOT changed from November to December by this month. I have tried to come to a resolution w/ TXU several times. I can’t understand what is being done, or not being done on my account. This is unacceptable and should be reported to a higher authority. I know that my meter reading are not accurate, I know that I am not a commercial customer, and I also know that I requested average billing at the time that I set up this service. It’s almost like I call to request things on my bill and whomever is on the other end of the phone line takes it upon their self to do un-requested things to by bill. I am desperately trying to settle this dispute w/ TXU. I hope that a resolution will happen quickly since it is WELL after the 21 day mark. Thanks in advance for you cooperation in this matter.
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Frazzled Consumer
December 21, 2009
Incompetent Customer Service
I put this on a comment to another complaint posting, but I wanted it here for everyone to see and read. Bottom line...the customer service for TXU is incompetant and lacks the understanding required to resolve disputes with this large corporation. Every time I call now, which seems necessary almost every month now, I get someone in Guatemala or Manila or El Salvador. These people do not even understand my dispute and tell me one thing when I call this time, only to hear that the information given during the previous call was incorrect when I call the next time. I have learned to document each call, the customer service personnel's name & ID number, as well as where they are located, and the outcome of the call. However, it apparently does no good and means nothing to the company. When you call back to find that the previous call was not handled correctly on their end, there are no repercussions administered to personnel who are not fulfilling their job requirements--only an apology that I was given the wrong information. I ask to speak with a supervisor and am told they must call me back. Of course, I leave my name and contact information but never receive a call back. Wait! I did receive one callback...on a Saturday! I have been in a dispute regarding a balance that came out of thin air on an unknown account number, of which they applied payment for my current account to this other untraceable account. They could not even locate the account my payment was posted to or explain the reasoning behind it! It was like I had never made a payment period! I finally got the issue resolved, so I thought, after three months of calling and making "good-faith payments" on a current account, only to have it show up again now in November. I have made at least nine calls over this past month regarding this dispute, with no resolution to date. They tell me it is a balance on my "old" address, which they call out and I inform that the address they are referring to is my current address. Then, they review the payment history and find that it is, in fact, not a balance owed by me on my current account so it must be from a prior address, of which they cannot even identify and give to me! I am burdened with the time and effort of disproving the balance to be from any prior address at which I had service with them. Thus, I request copies of bills from my previous address in 2007, and they are unable to provide them (due to the system change). They send an itemized list of my prior residential dates of billing and amounts due each month. No record of my payment history can be sent so I must pull financial statements going back two years, which costs me time and more money. I inform them that I did not receive any notice of an unpaid balance on any account and, thus, request copies of any outstanding or overdue notices from a prior account that would have been sent to me. Again, they cannot verify this with paperwork. The last move I made was in May 2008, where I transferred service to a new residence. At that time, they took my transfer order and then never even turned my service on. I had received a letter thanking me for service with TXU energy, but my new landlord showed up at my home demanding to know why I had not established service for the residence. I called TXU and was given the explanation that the order was placed but never carried out. "That's odd. I don't know why it wasn't turned on. I see the order right here." There is no mention of any discrepancy on my prior address that may have interrupted service to be turned on at my new residence. They apologized and turned it on immediately. By this time, almost two months later, shouldn't I have received a notice if I owed a balance on the prior address or did not pay the final bill from then? How come I never received any notices regarding this "so-called" past due balance and then it shows up out of the blue in December 2008, when I receive a notice in my name with an address I have never lived at, in addition to an account number that cannot be traced (although they credited payment to the unknown account number)? Now, we are back to square one with the same issue in November 2009, of which they have transferred this balance to my current account. Again, I presumed the issue to be resolved as I have not received any further notice of discrepancy from resolution date of April 2009 to now, six months later. I get the letter about the transfer to my account and call the number on there three times. It never goes to a person. You must also leave a message to be called back. I do this to inform of the past resolution, but no one contacts me and the amount is transferred to my current account. Finally, I get through to someone (today) who tells me I must go through the research process again, as it was not resolved. In the meantime, they will not remove the balance from my current account until I prove their error, and they charge me late fees when I pay only the actual amount due. This results in an error on my payment history, which will cost me more money to change companies now since I cannot obtain a letter of good payment history to avoid deposit fees. I will be changing, though, and pay a deposit if necessary. It will be worth it! I hear over and over that their system is not the greatest, that they cannot pull any information regarding accounts from the "old" system in place before the merge of TXU SESCO to TXU Energy, and that the consumer must prove any error on TXU's part. How can they keep doing this? What are my rights as a consumer, or where can I go (that doesn't cost me more money) to find out my rights? Dealing with TXU displays an unrelenting cycle of incompetency and very poor customer service. Furthermore, I would adamantly deter anyone from obtaining service from TXU! If you do, you will pay...in more ways than one!
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Deb0001
October 15, 2009
Took my meter!!!
My husband was laid off so we were two months behind with our bill. Our disconnect notice was received and 5 days before, we called to make a payment. We had to pay the two months plus a reconnect fee and a deposit. We were promised our electric would be on that day. That evening we called back as we still had no electricity. We could not get into our home due to the fact that we use our garage door opener to get in & out. Our little dog was locked inside as well as my son's medication he needed. When we called that evening they finally informed us that due to our electric being off over five days, they had taken our meter. We would now need an inspection from the city. When I told them they were wrong and our electric was turned off that morning, they called me & my mother a liar. I offered to let them come check my fridge and then they slandered me by saying that we must have tampered with our meter. I wouldn't have a clue how to "tamper" with it and I never did. Two days later, we are now waiting on the city and have no electricity. I am so worried about my dog with no food. I cannot believe a company with humans working in it can treat someone this way. HORRIBLE customer service!!! HORRIBLE company! Stay away from them!!! They only want your money.
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Brandie S
September 30, 2009
Wrong Address
TXU Energy Residential
Executive Feedback
P.O. Box 650764
Dallas, TX 75262-0764
To whom it may concern,
I am writing this regarding the bad mistake I made to return to your company after many years. I was happily receiving my bills and paying them from Reliant Energy when your “salesperson” came to the door with her wonderful story about TXU and how it has changed and wants our business back. We were willing to try again and signed up. We verified our address and information not only with the salesperson, but TXU called our house and got all of the correct information. We were told that we would expect a bill in a few months, as the exact date we would move to TXU was not certain. No problem right?...WRONG! We signed up in June, so a month goes by and I receive a full bill from Reliant as expected, so I paid that. July, I receive another full bill from Reliant, they did say it may take a couple of months, so no problem, pay that bill. August, another full bill from Reliant, paid. September, no bill from Reliant or TXU. Hoping it will come some time during the month.
September 29, 2009, get a call from the security system company that morning that power has been shut off to our house. Hmm, maybe we are having a power outage. Come home, no power. Call TXU, we have been shut off due to no payment. NO PAYMENT?? We have not even received a bill. Well the bill is going to some place in Boca Raton, Florida. BOCA RATON??? I have never lived in Boca Raton but my husband did over 5 years ago!! He has lived in Texas for the past 5 years. Did it ever at any time cross your mind to maybe send at least one cancellation notice to the residence WHERE THE POWER IS BEING SHUT OFF just in case your records are wrong????????? So your customer service apologizes and says it was their mistake. Fine, please turn our power back on. Well that may be tonight or tomorrow?? WHAT? It was your fault! Why can you not send someone over right now to turn it on? I have an asthmatic son that needs breathing treatments. My husband and I are employed full time as well as college students and have assignments to work on. My refrigerator has been off all day and you are telling me it may be another whole day?? So, I spend the evening going next door to use the nebulizer for my son and sitting in a dark house with two children.
September 30, 2009 we are told it should be turned on by the end of the business day…SHOULD be turned on???? Are you kidding me????? What is going on? Do you just not care what you are doing or who you are affecting? I have to replace a whole refrigerator and freezer full of at least $500 worth of food because you cannot find the time to send someone out to flip a switch?? I have an asthmatic son who has to walk next door to do a breathing treatment because you made a mistake and are not in any hurry to fix it. I am a reasonable person and when you admitted you screwed up, if you would have sent someone to turn our power back on right then, end of story, mistakes happen. But no, we are treated as if we are unimportant. I know you really are not concerned with this, but at least pretend to care about the money and inconvenience you have caused me. I am so upset right now and I am trying to keep my composure, but my husband informed me our power is STILL OFF.
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C.H. Davenport
September 28, 2009
Customer Service
TXU needs to hire more support people. Their automated system is near impossible. The hold times are ridiculous. They should review the hold times and hire more people based on hold time. If it is more than 5 minutes over a period of 30 minutes, hire another person...I have been trying for days to get through on a billing issue to no avail.
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Jynx2476
September 23, 2009
Double Posted a Payment
Dear Sir or Ma'am
I am writing today to advise you about a recent experience with your company. I wish I could come out and say that my experience was great or even average. Sadly, that is not the case. This is a complaint about the way a situation was handled and how I, as your customer, am being handled.
The experience started about two weeks ago. I called in to your customer service line regarding the balance on my account. I wanted to see if it was possible to make an extension on the account. I talk to a gentleman who was nice and polite. He set up an extension for me in the amount of 188.02 to be paid on 9/18. He advised me that at the time my new bill would be due and that I would need to set up another extension at the time. I advised that wouldn't be a problem.
The trouble begin on 9/18 when I called in to make my payment per the arrangement. I originally tried to make the payment of a $189.00 on your website, www.txu.com. I called in to customer service to advise that I had made the payment and to set up an extension as advised by the gentleman I spoke with earlier. The woman that I spoke with was not only rude but I could not understand a word she said to me. After getting frustrated about not being able to communicate, I finally understood that the payment I made on the website never processed. I checked your website and realized that I never received a confirmation number. I explained that I made the payment but didn't receive a confirmation number. The women advised me that no payment was showing and if I wanted to keep my service from being interrupted I needed to make a payment with her. She informed me that since I didn't receive a confirmation number the payment didn't go through. I checked my bank and it didn't show the payment was pending. So in order to keep my service, I authorized a payment of $188.02 to be taken on the same debit card that I made the payment with on the website. After receiving the confirmation number for the payment I made on the phone, I asked about setting up a payment arrangement for the new balance. The lady placed me on hold and then came back and informed me that she was not able to set up a payment extension at that time and I needed to call back on Saturday, 9/19 to make that extension.
I called back on Saturday and while listening to the IVR, I realized that it said my balance with TXU was $6.02. I knew that was wrong because my balance with the new bill was $383.05. I hung up the phone and logged on to my account on TXU.com. My account showed that two payments had been applied to my account. The one for $188.02 that I made on the phone and the one for 189.00 that I tried to make on-line and was told wouldn't go through. I checked my bank and yes both payments did come out of my account. Since, both payments had been taken from my banking account, I was now overdrawn by $150.00 and had payments that were about to post to my account. I immediately called my bank to see if I could reverse the payment I made on-line. I was advised that since the money had already been drafted by TXU, I needed to call TXU and ask them to release it since it hadn't cleared yet. I called TXU and spoke with Flavia. I was advised by her that the only payment that was applied to the account was for $188.02. I tried to explain to her that both payments had been taken out of my account. She advised me that no only one payment was applied to the account. She stated that she could research the other payment but I would have to fax in copies of the cleared charges on my bank statement and if it was found that an additional payment was made to the account in error then a refund check could be issued. I asked to speak with a supervisor at the time and was promptly hung up on.
I called back immediately and received a rep by the name Julia ID 87261. I asked to speak with a supervisor and she connected me to Alex. I explained again the situation to Alex regarding both payments coming out of my account. He explained to me that he was only showing one payment in my system and wanted to know if I could tell what account the payment made on the internet for 189.00 was applied to. I advised that it was applied to my account. He again stated that he didn't see the payment. I explained that the payment was holding through my bank and that my on-line account showed both payments being made. Alex then asked me if I had a confirmation number for the payment that was made on the website. I explained again that it didn't give me a confirmation number. I advised that when making the payment, the screen just kept saying processing please wait. Alex explained to me that more then likely what happened was that the payment was trying to be processed through the website but for some reason it wasn't able to complete it. He stated that it placed a hold on the money in my checking account but wouldn't actually complete the process because there was no confirmation number. He stated that he was going to send an inquiry over to the department that handled the website and ask them to investigate the issue. He took my name, my call back number, and my email. He stated that it would take about 24 hours and someone would call me back. I checked my account on Monday and both payments were still pending.
This morning, Tuesday 9/22, I still hadn't received a call back. I checked my account and saw both payments did process and clear through my account. Having not received a call back, I called back into your customer service number and spoke with a Flora #8943. She advised me that there was only one payment on my account. The payment for $188.02. I explained to her that two payment had been made to this account and cleared my bank. She told me that only one payment had been made to the account and if another payment had been made then it would show implying that I was lying regarding the payment for $189.00. I asked if I only made one payment for 188.02 then why were two payments showing on my online account. She stated that she did not know. That was not her department and she couldn't tell me. However, all her systems only showed the one payment and there was no way another payment was made. I again asked why both showed on website and that both had been taken out of my account. She stated that if I wanted to speak with someone regarding the website then I would need to speak with that department. I asked to be transferred there.
I was then transferred to Cami. Cami advised me that two payments had been made to my account. One is the amount of $189.00 and one for $188.02. I thought great finally I was going to get some help with my issue. However, Cami informed me that the payment for $189.02 would not be refunded to my account because it was money owed on the account for the new bill. I explained that I understood I still had a balance on the account but that I had spoken with a gentlemen about two weeks prior to set up arrangements. I explained that I was suppose to make the payment on the 9/18 and then set up a new arrangement. Cami stated there were no arrangements on the account and therefore there was nothing she could do. I again asked to speak with a supervisor. I was transferred to Diane #80581.
I thought my experience up to this point couldn't get any worse. I was wrong. When Diane came on the line, she advised me that she could not help me. She stated that she did see both the payments were made on the same day with the same debit card. She first told me that there was no payment arrangement on the account for any place this month. When I questioned that because the other reps I spoke with had seen the extension, she stated that she saw there was a payment arrangement on the account for me to pay 188.02 on 9/18 but nothing after that. I explained that I did make the payment on 9/18 as she could see. I advised that at that time the rep I was speaking with was not able to set up a payment arrangement. I had to call back on Saturday. I advised that when I called back on Saturday to set up the payment arrangement I noticed both payments had been applied to my account and that is why I was speaking to her. Diane stated that there was nothing she could do because both payments had been made and a payment arrangement was not on the account. I admit at this time I was frustrated. I advised that no one other then her and Cami were seeing both payments. I asked why no one else could see the payments. Diane advised me that the reps and supervisor I had spoken with earlier just didn't look into the account because they had the same access she did and the payments were there. However, she couldn't help me because there wasn't a payment arrangement on the account. She stated that the ticket or inquiry from Saturday, 9/18 was open and I would have to wait for that to be resolved before anything could be done. I explained that I was advised that would take 24 hours. Diane advised that the supervisor who told me that lied. Inquiries take 5-7 business days. I explained that the inquiry was for the missing payment which she saw and couldn't we resolve the issue. Diane advised me that she didn't have the power to do that. The inquiry went to the mid department or mid section and they were the only ones who could do anything about my issue. She stated that the only thing she could do was submit another inquiry because she didn't have the authorization or ability to do anything else. She stated that they would call me when a resolution was received in about 5-7 business days. At this time, I disconnected the call because I had to go to work.
That bring us to now. As of right now, I have spoke to five reps and two supervisors. I have been told that the only one payment was processed to my account and then told that no both payments are being applied to my account. I have been advised that the reps I spoke with before lied to me and I have been accused of being a liar regarding the whole situation. I was told that the situation would be investigated. Only then be told, there was nothing that could be done because there wasn't a payment extension on the account even though I tried to set one up. I have been hung up on and shuffled to different departments only to be told they cant assist me. Out of all the people I have spoken with, Alex was the only one who showed any empathy and any ownership in trying to help me correct the problem.
I take partial responsibility for the double payment. I would normally have waited the 24 hours after trying to make the payment on-line to make sure it didn't clear my bank. However, because I was being advised that I had to make the payment right then to keep my services on I made the payment. Where is the accountability for your company? All I have been told is no. It is isn't our fault. It is handled by some other department. I have manager say under there breath it isn't their issue and how they cant believe this lady. I have worked in the Customer Service field for years as a manager. It doesn't take an experienced customer service rep to realize this is just flat out horrible customer service. While all this is going on, I have incurred $105.00 in overdraft fees with $35.00 being added each day. All I know is that I will receive some resolution in 5-7 business days. In the mean time, TXU gets to hold $189.00 of my money. Yes, it was applied to a balance on the account. However, I did my part to try and set up arrangements with your company to keep my service active and in good standing. I admit that I am not most stellar client but I was loyal. I have been with TXU since I moved to this location. I pay my bill. Yes, I have late fees but I do the best I can. I don't call in complaining about late fees or such. Except for a mix up at the start of my service, I haven't been disconnected or interrupted. I would like to think that I am the valued member you stated I was or that I deserve the excellent customer service your company prides itself on. However, I do not feel that way. I realize that all this is probably mute and by the time the issue receives a resolution, I will be making another payment to your company. However, I am the one who has to deal with the repercussions of trying to do what I thought was best for both of us. I appreciate your time.
Sincerely,
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TXU Credit Checks
September 4, 2009
Return Credit
I have cancled Service on June 17. I have a 2000 dlooas credit that was supost to take 5 to Six weeks to recive. Its now September 4, no check, and when I call every week for the last 4 weeks. All they can tell me is sorry I should jet It next Week.
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Meirong2009
August 25, 2009
Beware of TXU 's practice
I received an electric bill for over $700 in July which is about double the amount that we usually pay. After we talk to TXU and find out they are charging me a much higher rate but they have a so call cheaper plan that I can switch to. I don't understand what this is all about “a cheaper plan”. They can not just raise my rate and then create another plan so they can rip you off without you knowing it. We initially switch to TXU from Reliant Energy because of their better rate. Now I know once they got you they will try to fool you. I recommend if you are with TXU you need to check your plan periodically and watch they closely. You don’t know when they will pull this trick on you again.
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