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Report: #77590

Complaint Review: TXU Electric - Dallas Texas

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  • Reported By: The Colony Texas
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  • TXU Electric P. O. Box 100001 75310-0001 Dallas, Texas U.S.A.

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Today I was very wronged by TXU.

See below the document that I will be sending to the Texas Public Utilities Commission. I am asking them for a ruling on this serious situation. The payment confirmations your TXU E-Bill web site produces are not honored by TXU. See proof below!


The case number assigned to this case by the Texas Public Utilities Commission is CP2004011579.

Very Disgruntled Customer

William

01/20/04

One of the coldest days of the year and TXU orders my electricity shutoff for non-payment of a bill that had been paid.

01/19/04

I received the current TXU electric bill on 01/19/04. In it was a past due note saying

Your Previous Bill is paste due. Please pay the balance amount of $251.83 immediately'. (See attached copy of bill). This current bill had NO MENTION OF DISCONNECT. Nor, had I received any disconnect notices prior to this current bill.

01/19/04

I immediately sat down at my computer and logged into the TXU E-Bill Internet service http://www.txuebill.com/. I then proceeded to process the payment for $251.83. I followed instructions and paid the $251.83 balance. I then received a confirmation that that amount was accepted, and then received a confirmation number. (See attached screen print of confirmation). I make all my TXU payments through this system. This was nothing new I had paid using the TXU E-Bill many times

01/20/04

My wife receives a knock at the door at approx. 11:00 am. It was a man that told her that he was there to disconnect the electric for non-payment. She notified him that it was paid and gave him the confirmation sheet from the computer with confirmation number on it. He took it to his car and made a call. He returned saying that TXU' had not received the money yet and ordered him to shut it off. He then asked her to remove the dogs from the yard. She insisted that the bill was paid and questioned this disconnection further. He then threatened her saying that if she did not remove the dogs from the yard he would be forced to cut the line on the outside in which she would be responsible for those damages in addition to the balance $251.83. He had my wife very frightened and confused at this time. She let the dogs into the house and he proceeded to force his way into the back yard through my locked back gate. He forced the gate open. He then turned the power off at the meter and disappeared leaving the gate wide open.

My wife then called me at work and told me what had happened. I immediately came home to find that the back gate had been forced open and the electricity had been turned off. My wife was frantic as I questioned her as to, why she did not show them the receipt with the confirmation number. She said she had tried to.

I called TXU immediately and after 20 minutes on hold I finally got to speak with a business advocate'. I immediately asked to speak to the supervisor. She said she would transfer me to Jeremy and I would only be on hold for a second. 40 Minutes later, still on hold I hung up and called back.. Again, 15 minutes on hold, then another 10 waiting for the supervisor. I finally reached the supervisor and explained the situations to her. I explained that I had paid the day before via TXU's E-Bill system and received a confirmation number. She responded saying regardless of the confirmation number the money had not yet reached them so she considered the balance unpaid and the disconnection was appropriate. She then proceeded to inform me that a security deposit of $355.00, a $89 reconnect fee, a $8 disconnect fee and the entire balance $251.83 would have to be paid before service would be restored. That's a total; of $703.83.

Security Deposit: $355.00

Reconnect Fee: $89.00

Disconnect Fee $8.00

Balance Due $251.83

Total $703.83


I flipped out, as I hope you can imagine. She said I had to pay the $703.83, if I wanted my electric turned back on. I pleaded for her to reconsider. The supervisor Felicia station #5326' said she would cut the Security Deposit in half to $177.00 and that that is all she could do. I questioned the $251.83 that was paid already. Eventually, that money would be accounted for. She told me to cancel the payment. I asked her how and she said she did not know how. I do not have enough money to pay what she was demanding and the original payment of $251.83.

I inquired on how and where can I pay and get my electricity restored. She gave me the phone number for Bill Matrix', a bill paying service. She said I could use my debit card to pay and after paying I was to call back with the confirmation number. Now, I am really confused. If they accept Bill Matrix's' confirmation numbers why wont they accept their own from the TXU E-Bill system.

I hung up with Felicia and decided to call back and speak with a different supervisor. I am desperate! I do not have this kind of money lying around and I need my heat turned back on. I called back, was put on hold for 20 minutes, then finally I asked to speak with Jeremy, who was the person who kept me on hold for 40 minutes earlier. I pleaded my case with him. I explained I could not pay the amount they wanted $526.83 along with the $251.83 that I paid the day before on TXU E-Bill in which I have a confirmation number from. He said Oh, you have a confirmation number' I said YES'. He then said he could deduct that amount from the total as long as I had the confirmation number. I proceeded to give him the number. Jeremy then reduced the amount required to restore my electric by $251.83. This brought the total to $213.00.

Ok, what's wrong with this picture? TXU is now giving me credit for the amount I paid based on my original confirmation number. If they had honored this confirmation number in the beginning none of this would have occurred. So why am I am still having to pay the $213.00 in fines and fees for non-payment.

I proceeded to call Bill Matrix'. I paid the $213.00, got a confirmation number, called TXU back. After 20 minutes on hold I spoke with an advocate who took my confirmation number and said he would schedule the reconnect. I was asked earlier by TXU if I wanted a prioritized' reconnect at $89.00 or a could be anytime' reconnect for $28.00. I opted for the $28.00. I am not giving those people one more cent then I have to. Well it's 8:00 in the evening and this family has no electricity and it's cold. I suspect they won't be out until morning. We are preparing for a cold dark night.

I think TXU is expediting disconnects to generate revenue from the fines, fees, and security deposits. Since this has happened I spoke with one other individual who said they had experienced this same nightmare with TXU. They offered to join in the case with the public utilities and they are available if need be.

TXU needs to be investigated. They are capitalizing on individuals who in most part are struggling financially. Their penalties for late payment are excessive. Its usury at it's highest. They abuse the power of controlling a publicly required resource. They show no consideration for the health and welfare of its customers. It's all about money.

I am asking the Texas Public Utilities to rule on this matter. I feel this disconnect was not warranted and I would like all my fines and fees refunded.

Guilty until proven innocent.

William
The Colony, Texas
U.S.A.

CLICK here to see why we deleted either a phone number, link or e-mail address from this Report.



This report was posted on Ripoff Report on 01/20/2004 09:28 PM and is a permanent record located here: https://www.ripoffreport.com/reports/txu-electric/dallas-texas-75310-0001/txu-electric-txu-disconnected-electric-after-i-had-paid-using-their-txu-e-bill-service-on-77590. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
6Consumer
0Employee/Owner

#6 Consumer Comment

Those who said pay the bill, reconsider what you say

AUTHOR: Mr. P - (U.S.A.)

POSTED: Tuesday, February 10, 2009

I want to make this clear, Those who say pay the bill, They are rich folks who collect huge revenues through stocks and sitting on their A$$es making money. They don;t know how it is to struggle in the world. shoot, I am a diabetic, and an epileptic. I will be darned if a electric company shuts off the electric on disabled. They will be FILED on for stupidity. The Lawyers need to get a real job and quit writing contracts. I feel for the consumers. If it weren't for the consumers, the companies would not make money.

nuff said

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#5 Consumer Comment

TXU -- THE ELECTRIC UTILITY COMPANY FROM HELL!

AUTHOR: Joe - (U.S.A.)

POSTED: Sunday, January 18, 2009

HERE IS THE TALE OF TWO FAMILIES IN CENTRAL TEXAS WHO BOTH HAD TROUBLE WITH TXU.

MY COUSIN WAS HURT ON THE JOB WITH A PRIVATE SECURITY CONTRACTING COMPANY THAT DID NOT HAVE WORKER'S COMPENSATION --THE NAME OF IT WAS ALLIANCE SECURITY FORCES --AND THEY TOOK A LOT OF OTHER SHORTCUTS THEY WERE N OT SUPPOSED TO HAVE TAKEN WHICH ULTIMATELY RESULTED IN MY COUSIN BEING PERMANENTLY DISABLED WITH NO MEDICAL CARE UNTIL A YEAR AFTER THE INJURY! AND THAT WAS COURTESY OF THE TAXPAYERS OF TEXAS BECAUSE THE GREEDY SORRY REDNECK SCUM WHO OWNED THE COMPANY PULLED A FAST ONE.

CUT TO THE OTHER FAMILY WHO WAS WHITE, MIDDLE CLASS AND HE LOST HIS JOB DUE TO THE HIGH TECH CUTBACKS AND LAYOFFS THAT WERE STILL HAPPENING HERE.

MY COUSIN TRIED TO CALL TXU TO MAKE PAYMENT ARRANGEMENTS SO SHE COULD USE HER UNEMPLOYMENT MONEY KEEP THE ELECTRICITY ON.

IT SEEMS THAT TXU WAS PUTTING UP A WEBSITE AND THEY DID NOT HAVE A PHONE NUMBER AT THE TIME THAT YOU COULD CALL TO SET UP A PAYMENT PLAN. SHE E-MAILED THEM ON NUMEROUS OCCASIONS BUT THEY NEVER REPLIED. SHE TRIED TO CALL THEM AND I TRIED TO CALL ON HER BEHALF BUT ALL WE GOT WAS BUSY SIGNALS AND A RECORDED MESSAGE THAT WENT TO NOWHERE.

THE MIDDLE CLASS FAMILY WAS TRYING TO MAKE PAYMENT ARRANGEMENTS TOO AND WHEN THEY WERE NOT ABLE TO REACH THE DIRTBALLS AT TXU, THEY WENT TO THE AUSTIN AMERICAN STATESMAN, THE DAILY NEWSPAPER IN AUSTIN, AND TOLD THEM WHAT HAD HAPPENED. THE NEWSPAPER OF COURSE WAS ABLE TO CONTACT TXU AND FEARING THE GLARE OF NEGATIVE PUBLICITY, TXU MADE PROMPT PAYMENT ARRANGEMENTS WITH THEM.

WE TRIED THE SAME THING BUT THE NEWSPAPER WAS NOT INTERESTED IN HEARING FROM US. WE HAD NO POWERFUL MEDIA ADVOCATE --AND AS A RESULT, THEY CUT OFF OUR ELECTRIC POWER AND TOOK OUR ELECTRIC METER OUT.

SHE HAD TO MOVE IN WITH US BECAUSE IT WAS TOO COLD TO STAY THERE.

WE WERE UNSUCCESSFUL TO MAKE ANY ARRANGEMENTS WITH TXU AT ALL. THEY WANTED US TO PAY THE DEPOSIT AGAIN. WELL, AFTER NEARLY 14 YEARS OF LIVING THERE, YOUR ELECTRIC DEPOSIT PROOF TENDS TO GET LOST OR FILED AWAY UNDER TONS OF OTHER PAPERWORK. IT'S NOT LIKE YOU ARE GOING TO GET UP AND LEAVE YOUR HOUSE ANY SECOND AND RUN OUT ON YOUR RESPONSIBILITIES.

SHE CLAIMED THAT TXU DISCRIMINATED AGAINST HER BECAUSE OF HER NATIVE AMERICAN HERITAGE IN SPITE4 OF THE FACT THE BILL HAD ALWAYS BEEN PAID IN FULL ON TIME UNTIL THE TIME THEY CUT IT OFF.

THERE WAS A LOT OF DEREGULATION HAPPENING AT THE SAME TIME. I ALSO HEARD THAT THEY CUT OFF THE POWER ON A LOT OF OLDER FOLKS OUT THERE IN THE COUNTRY WHERE SHE WAS LIVING THEN.

I HATE THESE CROOKS AND IF I HAVE MY WAY, I WILL GO ALL SOLAR POWER JUST SO I WILL NEVER HAVE TO PAY THEM ANOTHER CENT! THAT IS HOW BAD THEY HURT MEMBERS OF MY FAMILY!

THESE PEOPLE ARE NOTHING BUT PURE EVIL.

IT WAS HELL TH

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#4 Consumer Comment

WHAT!! JIVE TURKEY

AUTHOR: Stacey - (U.S.A.)

POSTED: Saturday, January 17, 2009

Nice choice of words
When I signed up for payments online with TXU I PAID my bills
If you indeed work for TXU - guess what - Your online service SUCKS
When I call about an outage you can never get a LIVE Person - Had 2 OUTAGES in one week - took 2 HOURS TO GET A LIVE PERSON!!!!!
So therefore if you want to defend your company I suggest you stop telling people to pay their bills when they do!!!! It is your company that has a screwed up ebill system

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#3 UPDATE EX-employee responds

You Need to Pay Your Bill!!!

AUTHOR: Customer_service - (U.S.A.)

POSTED: Saturday, January 17, 2009

Hey I don't want to hear any Jive talk, You need to pay your bill Turkey.

Hey guess what I have never ... never... never ... been CUT OFF by TXU you know why??? Because I Pay My Bill!!!

I don't wait three months to pay my bill, and then pay it online as the guy is driving up to my house to cut me off!!! I don't even stay at home waiting for the guy to show and beg him for some more time to pay my bill... Also if your wife would have been at working you could of had enough money to pay your bill when it was due three months ago....


The funny thing about you non-pays is that all your stories involve someone staying at home.... Get a job and pay your bills!!!

Also your next excuse will probably involve someone on a breathing machine, either your dad, your kid, or your dog....

Don't waste my time with this... post only real complaints... not, I just don't like paying bills complaints

XOXO,
Brando

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#2 Consumer Comment

Same thing happend to us more than once

AUTHOR: R - (U.S.A.)

POSTED: Saturday, March 25, 2006

We pay our TXU bill through e-bill. THe first time we did, "they did not have it on their records" so they came out and turned the power off. Paid all the crazy fees. When the power was back on , they credited our account later the amount "we didn't pay" and somehow our electric bill was still not any lower considering we paid the bill twice now.

Next time my wife printed the confirmation. A little while later, she can hear someone on the side of our house, looks out the window to see it was TXU to turn off the power again. She ran outside with the confirmation. The guy looks at it, calls his office and asks the person on the other end, why he was sent out to turn off the power. He proceeded to tell them that he had the confirmation right in front of him and the person on the other end proceded to say that they did not have it on their records. Anyway, the told my wife that he was NOT going to turn off the power and that they were crazy and he left.

December 2005, we had the same situation, but with holiday crazyness, my wife forgot to print the confirmation. Here we go again. This time we paid the $89 fee and $75 back towards our deposit, whatever that means (a $200 deposit was paid years ago, which they still have). We pay all that money. We get our next bill and they are showing on the bill $89 and $75 and the diconnect fee (sounds like those bank commercials)as they are billing us for these. We called and explained that we paid this on the phone and they told us that they applied the amount to our account, but the way they bill things, it is coming up on this bill. Major confusion, but what ever. They aren't there to help anyone.

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#1 Consumer Comment

I had the same thing happen to me, Hard to deal with a monopoly company -

AUTHOR: Stacey - (Canada)

POSTED: Saturday, January 24, 2004

To make a long story short - I use ebill as well with TXU - set up payments for electric and gas. They said they showed no such thing when I had a copy of their payment statements stating the arrangements made by myself. They disconnected the gas on the coldest day of the year here in Dallas. After scrambling, was restored - YET!! They took the monies out of my bank account on the day I set up the ebill payment. So! I learned my lesson and will never use ebill again. I sympathize with you! Hard to deal with a monopoly company -

One angry customer

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