TXU Energy

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 106 historical complaints about TXU Energy, published between 2003 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Consumer ReportPublished Jun 9, 2013 · Historical consumer allegation
• Txu con gamePublished Feb 10, 2013 · Historical consumer allegation
• Txu nights free planPublished Nov 27, 2012 · Historical consumer allegation
• TXU charge customers for leaving them! Beware of their price protection. You will have to pay later!Published Nov 14, 2012 · Historical consumer allegation
• No one knows whats going on, customer service has no idea, they are completely unable to answer a question. We downgraded are home to a newer but aproximatley 700 ft smallerPublished Aug 19, 2012 · Historical consumer allegation
• Consumer ReportPublished Jul 30, 2012 · Historical consumer allegation
• Deceptive Practives, Never could understand bill, Rate was higher than should have beenPublished Jul 5, 2012 · Historical consumer allegation
• Meter billing InternetPublished Apr 23, 2012 · Historical consumer allegation
• TXU charges additional deposits to the unemployeed!Published Apr 21, 2012 · Historical consumer allegation
• TXU Energy TXU energy Buyer beware! ScamPublished Jan 25, 2012 · Historical consumer allegation
• BEWARE TXU Welcome Bonus is a SCAM! InternetPublished Nov 2, 2011 · Historical consumer allegation
• Killing the middle classPublished Oct 31, 2011 · Historical consumer allegation
• Not honest about electric ratePublished Sep 22, 2011 · Historical consumer allegation
• High cost of electricity with a new chargePublished Jul 20, 2011 · Historical consumer allegation
• Lies and decieves you to enter into a contractPublished Jul 13, 2011 · Historical consumer allegation
• This company bills dishonestly and will not explain its methods at allPublished Jun 29, 2011 · Historical consumer allegation
• Overcharged me and won't correct itPublished May 31, 2011 · Historical consumer allegation
• Txu put someone elses bill on my credit!Published Mar 15, 2011 · Historical consumer allegation
• TXU Electric Utility Company Six month vacation, all utilities cut off at the at Fuse box, TXU changed meter and re-billed for over $1,000.00Published Mar 10, 2011 · Historical consumer allegation
• TXU refuses to issue leter of credit for a 6 year customePublished Mar 6, 2011 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• Official website: https://www.txu.com/
• Residential customer service, 24/7 (named for cancellation on the Contact Us page): 866-278-4898
• Contact Us page (phones, email form, cancellation FAQ): https://www.txu.com/help/support/contact-us
• TXU Energy customer assistance (toll free) named in the Terms of Service Agreement: 800-242-9113 13 complaints mention this number
• TXU Energy main/sales line shown in the page header and footer: 888-228-1144
• Executive feedback team (company says issues get a reply within 1 business day): [email protected]
• Contract-related email in the Terms of Service Agreement (rescission, etc.): [email protected]
• MyAccount sign-in: https://myaccount.txu.com/
• Fax listed in the Terms of Service Agreement (toll free): 800-232-9488
• Transfer or cancel service, per TXU's cancel-service page (the Contact Us page names 866-278-4898 fo: 888-318-7936
• Deposit questions and deposit assistance, per TXU's deposit page: 888-398-5370 1 complaint mentions this number

Locations

TXU Energy cancellation, early cancellation fees, billing disputes, disconnection and complaint routes: what TXU's and the PUCT's own pages say (checked October 6, 2026)

The documents below were opened on October 6, 2026: TXU Energy's Contact Us page, its residential Terms of Service Agreement (the PDF linked from txu.com, document code TOSARESENT032022E, copyright 2022; called the TOSA here), its Terms of Use for the websites, and the Public Utility Commission of Texas (PUCT) consumer pages. The TOSA says your contract is made up of the TOSA, your enrollment documents, your Electricity Facts Label (EFL) and the Your Rights as a Customer (YRAC) document, so the EFL and enrollment papers for your own plan, not this page, decide your price and cancellation fee. Business customers have separate contacts and documents. Most posts on this site about TXU are dated 2003 to 2013 and describe older plans and rules.

Who does what. TXU Energy Retail Company LLC is the retail electric provider (REP): it sells the electricity and bills you. The TOSA says the transmission and distribution utility (TDU) owns the lines and the meter, reads the meter and restores power after an outage, and lists outage numbers for the TDUs: Oncor 1-888-313-4747, CenterPoint Energy 1-800-332-7143, AEP 1-866-223-8508 and TNMP 1-888-866-7456. The Contact Us page also says, for a power outage, to contact your TDU.

Contact channels named by TXU. The Contact Us page lists 866-278-4898 for residential customer service ("Available 24/7"), an e-mail form, and an executive feedback address, [email protected] (TXU's separate cancel-service page, opened the same day, gives 888-318-7936 for transferring or cancelling service; see Cancelling below); the page says that if you reach out with an issue you will hear from the team within 1 business day (company statement). The TOSA contact block lists P.O. Box 650764, Dallas, TX 75265-0764, customer assistance at 1-800-242-9113 and [email protected]. For payment extensions the Contact Us page gives 800-242-9113.

Cancelling. The Contact Us page says: "Call us at 866-278-4898 to request cancellation at your address. We’ll coordinate with your Transmission and Distribution Utility (TDU) for a final meter read and issue a final bill for usage through your last day of service. We can coordinate cancellations same-day until 5 p.m., except on Sundays and holidays". TXU's separate page titled "Transferring or Cancelling Your TXU Energy Service" (txu.com/help/support/cancel-service) gives a different number: "Call 888-318-7936 to transfer or cancel service", and says that if you are moving within Texas you may be able to transfer service through MyAccount instead of cancelling; it asks you to have your account number, the service address, the date you want service to stop and a forwarding address for the final bill ready, and says "Depending on your specific plan, cancelling before your contract ends may result in an early cancellation fee". Both pages were live on October 6, 2026 and the two numbers are shown here as TXU published them; confirm with TXU which line handles your request. The TOSA says a customer on a month-to-month product can terminate and choose another TXU Energy product or another REP "without having to pay an early cancellation fee". For a product with a term longer than 31 days it says: "Generally, you will be charged an early cancellation fee." The TOSA lists three situations in which TXU says you can terminate without penalty: you move and provide evidence of the move and a forwarding address; TXU notifies you of a change to your contract terms and you terminate within 14 days of the notice being sent; or you terminate within 14 days of the contract's expiration date. The amount is stated in the "Disclosure Chart" of your EFL; this page does not state a figure because it varies by plan.

Contract expiration and renewal. For fixed-rate plans the TOSA says TXU sends three contract expiration notices during the last third of the term, the last at least 30 days before expiration for terms longer than four months, and that you "do not need to take any action" to keep service, which then continues under a TXU default month-to-month renewal product whose EFL is included with the final notice.

Switching from another provider. The TOSA gives a right of rescission: customers switching from another REP may rescind without fees by contacting TXU before midnight of the third federal business day after first receiving the TOSA (800-242-9113, fax 1-800-232-9488 or [email protected]). The plans page also advertises a "Total Satisfaction Guarantee" (try a plan for 60 days; if it is not the right fit TXU says it will help you find another or you can switch for free); read the plan's EFL for its exact terms.

Fees listed in the TOSA. Late payment penalty: a one-time 5% of the past-due balance; insufficient funds fee: up to $30; disconnect notice fee: up to $20 each time a notice is sent; disconnect recovery charge: up to $30 if you do not pay before the disconnection date; agent-assist fee: up to $3.95 for card or e-check payments taken by a representative; serial payment fee: up to $4.95 for the sixth and later payments in a month; document processing fee: $2. TDU charges are separate and, the TOSA says, appear on the bill.

Deposits. The TOSA says a new customer will not be required to pay a deposit in listed cases (for example, a satisfactory credit rating, age 62 or older and not delinquent, a family-violence determination letter, proof of medical indigence, or an active-military waiver), that a deposit will not exceed the greater of one-fifth of the expected annual bill or the expected next two months' bill, and that after 12 consecutive months of on-time payment TXU will refund the deposit and interest through a bill credit. TXU's deposit page on txu.com (opened October 6, 2026) lists a different age: it says it may waive deposits for certain customers, including if "You’re 55 or older", and also if you are a victim of family violence and provide a prescribed letter or are medically indigent and provide proof. That page also says TXU can work with you on options such as splitting the payment into two equal installments, offers a personal guarantee option (a current TXU customer whose account is current and not in collections acts as guarantor), and gives 888-398-5370 for deposit questions. Because TXU's own documents state 62 in one place and 55 in another, confirm with TXU which applies to you.

Estimated bills and disputes. The TOSA says that if the TDU or ERCOT does not supply meter readings on time, TXU may bill an estimate, which the bill will disclose, and adjust on a later bill once actual readings arrive. It says disputes about credit-report accuracy go to P.O. Box 666565, Dallas, TX 75266-6565, and disputed-debt or conditional-payment communications go to P.O. Box 650764, Dallas, TX 75265-0764. For comments, questions or complaints it says to contact TXU first and, if you are unsatisfied with the response, to contact the PUCT.

Disconnection rules (PUCT). PUCT's Know Your Rights page says an REP must send a written disconnection notice and that the disconnection date must be 10 days after the notice is issued. It says an REP may not authorize disconnection for non-payment of "any disputed charges until your REP or the PUCT determines the accuracy of the charges and you have been notified of this determination", nor for an estimated bill unless it is part of a pre-approved meter-reading program or the TDU cannot read the meter for reasons beyond its control. The same page says an REP may not authorize disconnection for non-payment during an extreme weather emergency and, on request, must offer a deferred payment plan for bills due during the emergency. PUCT's bill-help page lists steps to ask a provider for payment assistance or a deferred payment plan and the Texas Department of Housing and Community Affairs assistance line, 877-399-8939.

Filing a complaint with the regulator. PUCT says to contact your provider first and allow it to investigate, then file with the PUCT Office of Consumer Assistance: 1-888-782-8477, [email protected], or P.O. Box 13326, Austin, TX 78711-3326. PUCT says a specialist sends the complaint to the utility, the utility has 15 days to respond, the specialist then sends both sides a letter with the findings, and the complaint is then reviewed by the PUCT Division of Enforcement and Compliance. The Texas Attorney General also takes consumer complaints online (texasattorneygeneral.gov, File a Consumer Complaint).

Arbitration and class-action waiver. Two TXU documents contain arbitration terms, and they differ. The residential TOSA says the parties agree to resolve disputes through binding arbitration or small claims court, administered by the American Arbitration Association, that each waives jury trial and class actions, and that it "does not preclude you from bringing issues to the attention of federal, state, or local agencies, including, for example, the PUCT". The txu.com Terms of Use (for the websites) contain a separate arbitration agreement with a class waiver and a 30-day opt-out by e-mail to [email protected] or by mail to TXU Energy, Attn: Legal, 6555 Sierra Drive, Irving, TX 75039. Which one applies to a given dispute depends on the document you agreed to.

Public Utility Commission of Texas settlements with TXU Energy Retail (2002-2003, 2007, 2011, 2024)

These are the PUCT matters involving TXU Energy Retail Company that were found and read in primary documents on October 6, 2026. PUCT's Interchange filing search could not be used from this browser (it returned a block page), so the list comes from documents located by other routes and may not be complete. Each is a settlement; the quoted language is from the order or filing.

• 2024, Docket No. 56560 (disconnection during extreme weather emergencies). The order states that from June 15, 2023 through September 6, 2023, TXU "authorized the disconnection for nonpayment of electric service for 113 customers located in counties affected by extreme weather emergencies" and that the TDUs "did not complete any of the authorized disconnections." Staff recommended, and TXU agreed to pay, an administrative penalty of $91,500. The order records that TXU "acknowledges the bases for the violations", lists process changes TXU said it had implemented or would implement (automated moratorium controls based on National Weather Service alerts, daily manual reviews and precautionary reconnect orders), and states that "Commission records do not indicate a history of investigations of TXU related to disconnection of service during a weather emergency." PUCT announced the settlement at its October 3, 2024 open meeting; the order was filed the same day.
• 2011, Docket No. 39317 (bill payment and disconnection rules). After a complaint-based investigation, the order finds that TXU did not comply with PURA sections 17.004 and 39.101 and PUCT rules on payment arrangements (making arrangements without suspending the disconnection until after the due date), allocation of partial payments (not applying a partial payment to the oldest balance), disconnection with notice (ordering disconnection for reasons other than those in the rule and without proper notice) and prohibited disconnections (authorizing disconnection after advising a customer that a billing dispute would be investigated). The order states that TXU "acknowledges the violations", cooperated, and provided reimbursements and credits to some affected customers; TXU agreed to pay an administrative penalty of $80,000. The order was signed in May 2011 (the PUCT filing is stamped May 16, 2011).
• 2007 (renewal of small and medium business term contracts). TXU Corp.'s Form 10-Q for the quarter ended June 30, 2007 says PUCT Staff had investigated TXU Energy Retail's renewal process for certain small and medium business customers on term service plans, that the investigation "did not involve residential customers", and that a settlement reached in June 2007 was approved by the Commission in July 2007: "While TXU Energy Retail expressly denies any violations of rules, it has agreed to pay the Commission a $5 million settlement as a compromise in this dispute."
• 2002-2003, Docket No. 27082 (responses to complaints). PUCT's Legal and Enforcement Division issued a Notice of Violation on December 10, 2002 to TXU Energy Retail Company LP for failing to respond to complaints within 21 days. In the settlement agreement the Division withdrew its recommended penalty except for $5,900, which TXU agreed to pay as full satisfaction of the penalty in the notice.

No Texas Attorney General or federal agency action naming TXU Energy Retail Company as a respondent was identified in the web sources checked on October 6, 2026.

Company background: retail electric provider, Vistra ownership, how TXU's service works

Entity. The company's website footer reads "TXU Energy Retail Company LLC REP #10004" with P.O. Box 650764, Dallas, TX 75265-0764. PUCT's 2024 order describes TXU as a Texas limited liability company registered with the Texas Secretary of State (filing number 800838029) and as an Option 1 retail electric provider with certificate number 10004. Vistra Corp.'s Form 10-Q for the quarter ended June 30, 2026 (filed August 10, 2026) says: "TXU Energy Retail Company LLC (d/b/a TXU), an indirect, wholly owned subsidiary of Vistra that is a REP in competitive areas of ERCOT and is engaged in the retail sale of electricity to residential and business customers." The "Attn: Legal" address in TXU's Terms of Use is 6555 Sierra Drive, Irving, TX 75039.

How the product works. The TOSA classifies plans as fixed-rate, indexed or variable-price, and says to check the EFL for your plan type. It says fixed-rate prices can change during the term only for specified pass-through items such as TDU charges and ERCOT or Texas Regional Entity administrative fees or for new laws that impose fees, with a notice on each later bill, and that non-price contract changes require at least 14 days' notice. TXU's plans page advertises plan families such as free-energy plans, electric-vehicle plans, solar buyback, monthly rewards and seasonal savings; those are company descriptions, and the EFL for each plan states the actual charges and conditions (for example, the footnote says free energy charges and time periods are defined in the plan's EFL and that TDU and other billed charges apply normally).

Company programs. TXU Energy Aid, per the company's page, uses donations from customers, employees and others to help around 20,000 families a year and says that is more than $140 million over 40 years in bill-payment assistance (company statement). PUCT's bill-help page lists TXU Energy Retail Company LLC among REPs offering assistance to burned veterans. TXU's press page lists no release in the 90 days before October 6, 2026; the latest listed is dated June 8, 2026 (a summer cooling-assistance program).

Older names and other companies in old posts. A PUCT document from 2002-2003 names the respondent TXU Energy Retail Company LP; 2011 and 2024 orders name TXU Energy Retail Company LLC. Posts on this site from 2003 to 2013 sometimes say "TXU Electric" or "TXU Gas" and often mention Oncor, the delivery utility. TXU Corp.'s 2006 Form 10-K refers to a "TXU Gas disposition" transaction in 2004, and its June 2007 Form 10-Q refers to rebranding of the Oncor Electric Delivery Company name. Posts whose subject is a gas service or the delivery utility's meters, tree trimming or outages are not counted below as complaints about TXU's electricity retail service. The 2007 filings list TXU Corp. as the parent at that time; this page does not trace ownership between 2007 and the current Vistra structure.

Complaint record: USAComplaints posts, BBB, Trustpilot and ComplaintsBoard as displayed on October 6, 2026

Posts on this site. USAComplaints.com has 106 published posts that name TXU as the company (TXU Energy, TXU Electric, Txu and similar), dated 2003 to 2013: 1 in 2003, 8 in 2004, 2 in 2005, 8 in 2006, 10 in 2007, 25 in 2008, 18 in 2009, 12 in 2010, 12 in 2011, 8 in 2012 and 2 in 2013. They are consumer submissions, not findings. Posts about TXU Gas, about the delivery utility Oncor as the subject, and duplicates or non-complaints were not counted. The themes listed on this page are keyword counts across those 106 posts and a post can appear in several themes.

BBB, as displayed on October 6, 2026. BBB profile for TXU Energy Retail Company, LLC (headquarters, Irving, TX): rating A+, shown as a BBB Accredited Business (BBB page data lists accredited since October 15, 2007); 356 total complaints in the last 3 years and 102 complaints closed in the last 12 months; customer reviews average 2.93 out of 5 from 122 reviews.

Trustpilot, as displayed on October 6, 2026. The "TXU Energy" page (shop.txu.com) shows 2,773 reviews and a score of 4.3; the profile is claimed (May 2021) with a paid Trustpilot subscription, Trustpilot says the company invites customers to review, and says the company typically replies within 48 hours. A separate Trustpilot page for txu.com shows 3 reviews and a score of 3.8 (claimed September 2024). Trustpilot says it does not fact-check reviews.

ComplaintsBoard, as displayed on October 6, 2026. The "TXU Energy Retail" page shows 110 complaints and 1 review with a 3.3 reputation score; the page shows a "Claim Your Business" button. These sites count different things in different ways, so their numbers are not added together or compared with the posts here.

Regulator complaints. PUCT's published complaint steps are in the practical section above; this page does not have PUCT complaint counts for TXU.

Lawsuits: Winter Storm Uri litigation, consumer class actions and dockets naming TXU

Winter Storm Uri. Vistra Corp.'s Form 10-Q for the quarter ended June 30, 2026 describes personal-injury, wrongful-death and insurance lawsuits over Winter Storm Uri filed in Texas state courts against Vistra and numerous generators, transmission and distribution utilities, retail electric providers and ERCOT, transferred to a single multidistrict litigation pretrial judge. It says that in January 2023 the MDL court denied the generator and TDU defendants' motions to dismiss but granted the motions of some other defendant groups, "including the retail electric providers and ERCOT"; that in December 2023 the First Court of Appeals granted the generators' mandamus petition; and that on March 30, 2026 the Supreme Court of Texas denied the plaintiffs' mandamus, with a rehearing motion denied on July 24, 2026. The filing's text does not say that TXU Energy Retail Company is itself a defendant in those cases, and this page does not list them as TXU cases.

Consumer class actions. No consumer class-action judgment or settlement against TXU Energy Retail Company was identified in the sources checked on October 6, 2026 (Vistra's SEC filing, a CourtListener search of case captions containing "TXU Energy", and web searches). The residential TOSA contains a class-action waiver and arbitration clause, quoted in the practical section above.

Williams v. TXU Energy Retail Company LLC et al. (E.D. Cal., 2:25-cv-03048). Justia's docket lists plaintiff Barry Williams (pro se), defendants TXU Energy Retail Company LLC, Experian Information Solutions, Equifax Information Services and Trans Union, filed October 21, 2025, with the nature of suit "Consumer Credit" and cause of action 15 U.S.C. § 1681 (Fair Credit Reporting Act); the claims are the plaintiff's allegations. The court's order of September 3, 2026 adopted the magistrate judge's findings and recommendations and states: "This action is dismissed without prejudice for failure to prosecute, failure to comply with court orders, and failure to state a claim for the reasons set forth in the court's order dated June 24, 2026", and directed the clerk to close the case. A dismissal without prejudice is not a decision on the merits of the claims. This page did not review the earlier orders.

Dockets that name TXU. CourtListener's caption search for "TXU Energy" displayed 103 cases on October 6, 2026. Most dockets opened for this page did not state the plaintiffs' claims, so they are not summarized here. In Clewett v. TXU Energy Retail Company LLC the Justia docket lists the nature of suit as the Telephone Consumer Protection Act (cause of action 47 U.S.C. § 227), filed March 24, 2021; the claims are the plaintiff's allegations, and this page does not state the outcome of the plaintiff's claims. One entry is relevant to fairness: in Clewett v. TXU Energy Retail Company LLC (N.D. Tex., 3:21-cv-00692) the docket for October 15, 2024 records an agreed final judgment of $950,000 in favor of cross-claimants TXU Energy Retail Company and Vistra Corporate Services Company against cross-claim defendant New Wave Power, LLC. The docket entries opened do not describe the underlying claims.

Is TXU Energy Legitimate?

TXU Energy Retail Company LLC appears in PUCT's records as a retail electric provider: PUCT's 2011 and 2024 orders give its REP certificate as number 10004, the same number printed in TXU's website footer, and PUCT's bill-help page lists the company under that name and number. Vistra Corp.'s June 30, 2026 Form 10-Q describes it as an indirect, wholly owned Vistra subsidiary that is a REP in competitive ERCOT areas. BBB shows the company as BBB Accredited with an A+ rating, alongside 356 complaints in three years and 2.93 out of 5 from customer reviews, as displayed on October 6, 2026 (see the complaint record section for all external figures).

The regulatory record in the sources checked consists of four PUCT settlements (2002-2003, 2007, 2011 and 2024) described above, each described with the order's or filing's own wording. Consumer posts on this site about TXU are allegations by their authors, dated 2003 to 2013. For a dispute today, the documents that matter are your own plan's EFL, the Terms of Service Agreement and the YRAC, and the complaint routes are TXU first, then the PUCT Office of Consumer Assistance at 1-888-782-8477.

Court & Public Records

Company Relationships

• Owned by: Vistra Corp.

Frequently Asked Questions