We received several conflicting statements for electric service.
Several telephone calls to attempt clarification took more than 30 minutes each.
Kept getting transferred to different departments and "customer service" agents. Agent refused to allow contact with a supervisor.
I paid the bill although it was still in conflict with other billing statements.
Service was cutoff 3 days prior to the cutoff notice date we received.
Called "customer service" with payment receipt and was told that we must now pay a deposit to get service restored.
Paid the deposit. After another series of 4 or 5 phone calls (from 35 minutes to 1 hour and 20 minutes) I was told it would be 3 to 5 days to restore service. Talked with a supervisor and was told "They would try to expedite".
I then went downtown to the TXU central office. The security guard refused to let me go up to "customer service". After he made several phone calls, a lady finally spoke to me on the guard's desk phone, refused to allow me to speak to a supervisor and was told "Nothing could be done, service would be restored by ONCOR, a separate company from TXU".
We were without power for about two weeks.
All this was taking place while TXU was being purchased by a NY buyout firm, KKR, for billions and lobbying for additional polluting coal-fired plants in Texas.
I have heard many similar stories from friends who are all trying to navigate the many other service company offers for power. The power marketers at least answer their phones. But they must buy their power from TXU.
This form of degulation is a consumer nightmare. TXU's "customer service" is a farce, with a phone system designed to discourage or prohibit contact. After completing a frustrating call, no "agent" is responsive or has responsibility or authority to solve anyone's problem. Power is still a monopoly in Texas because TXU is the only basic source of electric energy no matter who is marketing it. And now owned by NYC investors.