Report: #1080822

Complaint Review: TXU

  • Submitted: Sat, August 31, 2013
  • Updated: Sat, August 31, 2013
  • Reported By: Jamie Lea — Killeen Texas
  • TXU
    PO Box 650764
    Dallas, Texas

Show customers why they should trust your business over your competitors...

I'm writing this to let people know that they should really research electric companies for their hidden "additional deposits" when you become late on your bill more than twice. That's great for a single mom with 3 children and 2 that suffer from Asperger's/HFA and an asthmatic child as well. You know, 2 jobs, medical bills, co-pays, medications and all that, you sometimes have to live paycheck to paycheck and pay your bills late to put your kids first. I always paid before the disconnect date and let me tell you, coming up with $250-$275 at a time is a little difficult, but I did it.

Today I recieved a letter that stated that after review of my bill that they were charging me an additional $200.00 deposit to be included on my next bill because I had recieved more than two disconnect notices in a years time. There was no warning, there's no option to break it up into payments and they provided a number to call 24/7. The first time I called I was placed on mute and then the call was disconnected after 30-45 seconds after I said "Hello" multiple times with no response. I immediately called back and got a hold of a Adrianna or Adriane. She was pleasant enough and tried to explain the situation but there was nothing she could help me with. She stated she would transfer me to another department to better assist me. 24.57 minutes later and I'm still on hold. Doesn't look like they're picking up any time soon. 

I'd have to say this is the poorest customer service I've ever recieved and I'm now looking at changing my energy provider. You'd think companies would be able to help, not worsen someone's financial situation. I'm not looking for handouts as I pay my bills, but I didn't need an extra $200.00 taken out of my budget either when I have other utilities, rent and groceries to pay for.


Shocked and Disappointed in Ft Hood, TX!

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#1 Author of original report

An answer to all rebuttals

AUTHOR: Jamie Lea - ()

I'm pretty sure this wasn't a complaint about how I'm entitled to more than someone else. This is a complaint about poor customer service and their lack of empathy/understanding to find a reasonable solution to be able to pay what they are asking for. It's my bill then I'll handle it, period. The company does hurt mothers and fathers with special needs children because they aren't willing to help find a reasonable solution so that their children can continue to get the care that they need. Demanding additional money to be paid without a reasonable time frame to make arrangements to the family's budget takes from something that the child(ren) might need. 

I'm also pretty sure that I have it pretty good compared to other single moms/low income or special needs families but then again those like me understand that there can be very little room for the unexpected financially or your whole monthly budget will be thrown into disarray.

If I go back to my previous company (Direct Energy) then I will expect to pay a deposit just like any other company but at least the customer service will be better and after researching many of the electric companies after this situation, they do not charge another deposit in the instance that you ever find yourself paying late due to financial hardship. Really the only reason I switched from them in the first place was for the Free Nights program thinking that this would help save money as most of my time at home is in the evening and that's the time of day that most of the energy is being used. 

I did sign up for average billing two months ago after I had my second large electricity bill (that caused my first late/disconnection notice). It just kicked in this month and got it down to $142.97, now $342.97 with the unexpected deposit. 

My child support isn't being received, and if it was then that would probably be a huge help. 

I don't have the money to eat out and even if I wanted to, my youngest child can't take the noise or the unexpected without going into sensory overload. Groceries are cheaper than eating out, thats a fact and its healthier.

No cable, we actually have an antenna for our TV and a DVD player with their favorite movies/shows on disc.

Why would I go to a charity when I can typically pay all of my bills by the due date because lets face it late fees are expensive and cause more debt overall? This, in fact, is about the fact that this summer after moving to an older home my electricity bill tripled due to what I belive was poor insulation in our attic and an older AC unit and that I budget for $125-150 for electricity/mo.

My cell phone is luckily paid for by my parents on their plan and its not a smart phone, its this nice little tiny phone with buttons and no touch screen and I'm completely grateful to have it.

Internet access is through the library or from my neighbor, and that's free. 

I work two jobs so I can take care of my kids. I don't need a handout from the electric company. My complaint and let's get back to the point here, is that without notice, they are charging a deposit and expect it on the next bill or from my understanding the service will be discontinued. Yeah, that's something to be upset about.

I'm more upset about the customer service then the deposit. Breaking it up into quarters or even half would be fine which is what I was inquiring about. At no point should a person be hung up on or placed on hold without a person checking on the line at least every few minutes with a warm transfer, not a cold drop to another department. Yes, I work in a call center and I know what is quality versus poor customer service on the phones. 


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#2 UPDATE Employee

TXU Energy: Here to help

AUTHOR: Anitra - ()

We are sorry that you feel this way, and we would like a chance to see how we can help. Please email us at with your account and contact information so that we can take a closer look and see what options we have to better assist you.

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#3 Consumer Comment

Only Twice?

AUTHOR: Robert - ()

You said you you recevied 2 Disconnect Notices within a year.  I would also believe that you have been late at least a couple other times, but just didn't let it get to the disconnect stage.  You are actually very lucky as there are some utilities who would have required a deposit after the first notice...they let you get 2 disconnect notices. 

This may be a shock to you but companies require deposits to protect their interest.  When people show a poor payment history they will require you put down a deposit.  Because they have seen in the past that once people start getting "disconnect" notices there is a high likelyhood that they will eventually be disconnected and fail to make their payment all togther.  The fact is that you are being treated just like everyone else.

She stated she would transfer me to another department to better assist me. 24.57 minutes later and I'm still on hold. Doesn't look like they're picking up any time soon. 

- 24.57 minutes really? 

I'd have to say this is the poorest customer service I've ever recieved and I'm now looking at changing my energy provider.

- Do you really think that any other provider would treat you any differently?  In fact it is very unlikely that with your pay history they will even allow you to start service without a deposit.

 You'd think companies would be able to help, not worsen someone's financial situation.

- This may be a shock to you but they or any other utilities are not a Charity. 

 I'm not looking for handouts as I pay my bills, but I didn't need an extra $200.00 taken out of my budget either when I have other utilities, rent and groceries to pay for.

- Why should this company be the one "holding the bag".  Do you think that if you paid them on time and you became delinquent with others they would treat you any differently?  If you think that other companies are better why don't you delay them and pay this one on time?  It may also be time for tough choices and re-work your budget. 

Do you have Cable TV?  Perhaps it is time to cut it off.  Do you eat out at all?  Perhaps it is time for all home meals.  I didn't say they were easy choices..but when it becomes a choice between electricity and something else you may need to figure what is your priority.  Also, if you are in this bad of shape why don't you talk to various charities?    If you don't want to take handouts then just make a promise to yourself that when you get back on your feet that you will return the help by donating to them. 

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#4 Consumer Comment


AUTHOR: Stacey - ()

 We all have bills to pay so what makes you special??? If you cannot pay your bill I suggest you call TXU and ask about the average billing program.  I have it and it really helps during these hot Texas summers.  Be grateful you have electricity.  There are many people in this state who have to endure the summer and winter months with NO heat and air. I have a family member who has nothing but window units and space heaters with kids as well.

If you are single mother then where is your child support??? That is what child support is for - to pay the bills for your children! Talk to me when you are unemployed, collecting unemployment that does not even pay the bills and have to rely on others for help. I have to pay for medicine, drs visits, dental bills, utilities, food and repairs to the home without any insurance. 

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#5 Consumer Comment

What does your financial condition and the medical conditions of your children have to do with this?

AUTHOR: Ken - ()

 ALL companies are in business to make a profit and are NOT run as charities.

They aren't just picking on YOU.

I can assure you any other utility will operate in the same manner.  They are just trying to protect their assets.

Anytime someone doesn't/can't pay, it potentially raises the rates of those who do.  If you need charity, check with United Way or other aid agencies.  They are NOT Ripping you off.

After you've been with your "new energy provider" for awhile and missed a few payments and received disconnect notices, let us know how that works out for you.

I assure you, there will be llittle to NO differnce.

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