Independent profile. Not owned, sponsored or endorsed by TXU Energy.

TXU Energy Reviews, Complaints & Contacts

TXU Energy Retail Company LLC is a Texas retail electric provider (PUCT certificate 10004) that sells TXU-branded electricity to homes and businesses in the competitive ERCOT market. Vistra Corp. reports it as an indirect, wholly owned subsidiary. The PUCT's enforcement settlements with TXU Energy Retail include matters in 2002-2003, 2007, 2011 and 2024.

REVIEWS & COMPLAINTS106on USAComplaints · none in 2023-2026 · latest 2013
WEBSITEtxu.com
HEADQUARTERSIrving, TX
PROFILE CHECKED
Submit a Complaint Read reviews & complaints ↓ Official website ↗
VERIFIED

Contacts & Login

PhoneEmailAddress

Customer service & general contact

Cancel, billing & returns

Show all 12 contacts

Cancel, billing & returns (continued)

Account & login

Official website

Other contacts

Fax & written correspondence

  • Fax, toll free, listed in the Terms of Service Agreement800-232-9488
VERIFIED

Locations

  • Headquarters6555 Sierra Drive, Irving, TX 75039
  • Mailing addressPO Box 650764, Dallas, TX 75265-0764
EDITORIAL

Is TXU Energy Legitimate?

BBB, ComplaintsBoard and Trustpilot figures

Legal name
TXU Energy Retail Company LLC
Business type
Texas retail electric provider (REP #10004) selling electricity in competitive ERCOT areas; indirect wholly owned subsidiary of Vistra Corp. (NYSE: VST)
Website
txu.comSource: txu.com home page, checked
Headquarters
Irving, TXSource: txu.com Terms of Use, legal notice address, and BBB profile headquarters address, checked
Owned by
Vistra Corp.Source: Vistra Corp. Form 10-Q for the quarter ended June 30, 2026, glossary entry for TXU Energy, checked

TXU Energy Retail Company LLC is a licensed Texas retail electric provider: the PUCT's 2011 and 2024 orders give its REP certificate as number 10004, the number printed in the txu.com footer, and the PUCT's bill-help page lists the company by name. Vistra Corp., a company listed on the New York Stock Exchange, reports it as an indirect, wholly owned subsidiary. BBB shows the company as BBB Accredited with an A+ rating; BBB customer reviews average 3.01 out of 5, and BBB lists 357 complaints in the last 3 years (see the complaint record section).

The PUCT has settled several enforcement matters with TXU Energy Retail, including those from 2002-2003, 2007, 2011 and 2024 described in the regulator section. In the 2011 order TXU acknowledged the violations and in the 2024 order it acknowledged the bases for them; in the 2007 settlement it denied any violation while agreeing to pay. For a dispute today, the documents that govern are your plan's EFL, the Terms of Service Agreement and the Your Rights as a Customer document. Complain to TXU first, then to the PUCT Office of Consumer Assistance at (888) 782-8477.

EXTERNAL SOURCE

Independent Sources

BBB
117 reviews · 357 complaints · BBB business grade A+ · average customer rating 3.01 / 5
Figures checked
ComplaintsBoard
1 review · 110 reports · average customer rating 3.3 / 5
Figures checked
Trustpilot
2,783 reviews · TrustScore 4.2 / 5
Figures checked
EDITORIAL

Complaint Themes

Customer service access and call handlingContract, plan or cancellation-fee disputesHigh, estimated or disputed billsDeposits, reconnection and other feesDisconnection or shut-off of servicePromotional card or credit not received

Themes, not a count of complaints.

CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

106 complaints linked to the TXU Energy profile are published on this site (2003-2013). None are from 2023-2026.

Show 15 more complaints on this page
EDITORIAL

Complaint record: posts on this site, BBB, Trustpilot and ComplaintsBoard

Posts on this site. The reports are dated 2003-2013. None are from 2023-2026. The posts name TXU Energy, TXU Electric or similar names as the company and date from 2003 to 2013, so they describe plans and rules of that time. Posts about TXU Gas or with the delivery utility Oncor as their subject are not linked here as TXU complaints. A post can fall under more than one of the themes listed on this page.

BBB. BBB's profile for TXU Energy Retail Company, LLC, headquartered in Irving, TX, shows an A+ rating and BBB Accreditation since October 15, 2007. It lists 357 complaints in the last 3 years and 86 in the last 12 months, and customer reviews average 3.01 out of 5 from 117 reviews. BBB's phone listing for the company is (800) 242-9113, TXU's customer assistance line.

Trustpilot. The TXU Energy page on Trustpilot (shop.txu.com) shows 2,783 reviews and a TrustScore of 4.2. The profile is claimed by the company, and Trustpilot says the company invites customers to leave reviews; Trustpilot does not fact-check reviews.

ComplaintsBoard. The TXU Energy Retail page on ComplaintsBoard shows 110 complaints and 1 review, with an overall reputation rating of 3.3 out of 5; the company has not claimed the page.

Complaints to the regulator go to the PUCT Office of Consumer Assistance; the steps are in the practical section.

Had an experience with TXU Energy? Tell other people what happened.

Submit a Complaint
EDITORIAL

TXU Energy cancellation, early cancellation fees, billing disputes, disconnection and complaint routes

TXU's residential Terms of Service Agreement (TOSA, document code TOSARESENT032022E, linked from txu.com) 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. The EFL and enrollment papers for your own plan therefore decide your price and any cancellation fee. Business customers have separate contacts and documents. TXU sells electricity only in the parts of Texas open to retail competition. If your power comes from a city-owned utility or an electric cooperative that has not opened to competition, your bills and disputes are with that utility, not with a retail provider such as TXU.

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 (888) 313-4747, CenterPoint Energy (800) 332-7143, AEP (866) 223-8508 and TNMP (888) 866-7456. The Contact Us page also says, for a power outage, to contact your TDU.

Contact channels named by TXU. TXU's 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 says that team replies within 1 business day. The TOSA lists customer assistance at (800) 242-9113, the e-mail address [email protected] and P.O. Box 650764, Dallas, TX 75265-0764. For payment extensions the Contact Us page gives (800) 242-9113. For paying a bill, TXU's Ways to Pay page lists MyAccount, AutoPay, phone at (800) 818-6132, mail to PO Box 650700, Dallas, TX 75265-0700, and in-person payment locations.

Cancelling. If you are moving, TXU's page on transferring or cancelling service gives (888) 318-7936 and says customers moving within Texas may be able to transfer service through MyAccount instead. For any other cancellation, TXU's Contact Us page says to call the 24/7 residential line, (866) 278-4898. TXU then arranges a final meter read with your TDU and sends a final bill for usage through your last day of service, and it can arrange same-day cancellations until 5 p.m., except on Sundays and holidays. Have ready your account number, the service address, the date you want service to stop and a forwarding address for the final bill. TXU warns that, depending on the plan, cancelling before the contract ends may bring an early cancellation fee. Ask for a confirmation number and note the date and the representative's name.

Early cancellation fee. The TOSA says a customer on a month-to-month product can switch to another TXU product or another provider "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." It lists three cases in which you can end the contract without that fee. The first is that you move and provide evidence of the move and a forwarding address. The second is that TXU notifies you of a change to your contract terms and you cancel within 14 days of the notice being sent. The third is that you cancel within 14 days of the contract's expiration date. The fee amount for your plan is in the Disclosure Chart of your EFL. If you are charged the fee after a move, TXU's website has a Cancellation Fee Credit page for sending proof of the move.

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. The TOSA also says 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 (800) 232-9488 or [email protected]).

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, a family-violence determination letter, proof of medical indigence, or an active-military waiver). It also says that a deposit will not exceed the greater of one-fifth of the expected annual bill or the expected next two months' bill. After 12 consecutive months of on-time payment, the TOSA says TXU will refund the deposit and interest through a bill credit.

On age, the PUCT rule (16 TAC § 25.478) treats a customer who is 65 or older and not delinquent on any electric account as having satisfactory credit. TXU's deposit page goes further: it says deposits can be waived for residential customers who are 55 or older, who are victims of family violence and provide a prescribed letter, or who are medically indigent and provide proof. Waiver documents go to [email protected] with your account number, full name, service address and date of birth. The same page mentions splitting the deposit into two equal installments and a personal guarantee option, in which a current TXU customer in good standing agrees to pay the deposit amount if you default.

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 at least 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 give it a chance to investigate, then file with the PUCT Office of Consumer Assistance online, by phone at (888) 782-8477, by e-mail to [email protected] or by mail to P.O. Box 13326, Austin, TX 78711-3326. A PUCT specialist sends the complaint to the provider, which has 15 days to respond; the specialist then sends both sides a letter with the findings, and the complaint is reviewed by the PUCT Division of Enforcement and Compliance. Include your account number, the service address, copies of the bills in question and notes of your calls with TXU.

Other routes. The Texas Attorney General's Consumer Protection Division takes consumer complaints online at texasattorneygeneral.gov, and BBB accepts complaints through TXU's BBB profile. If you paid a disputed charge by credit card, you can also raise it with the card issuer; under the Fair Credit Billing Act a billing-error dispute must reach the issuer in writing within 60 days after the first statement that showed the charge. That rule covers credit cards only; for a debit-card or automatic bank (ACH) payment, contact your bank promptly, because the Electronic Fund Transfer Act sets different, shorter deadlines. Impostors who use TXU's name to demand payment can be reported to the FTC at ReportFraud.ftc.gov.

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.

EDITORIAL

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

The PUCT licenses retail electric providers and enforces its customer-protection rules. The settlements on this page are described from the PUCT orders and filings, with quoted language from those documents.

More on regulatorsShow less
  • 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). The order also finds noncompliance on allocation of partial payments (not applying a partial payment to the oldest balance). It also finds noncompliance on disconnection with notice (ordering disconnection for reasons other than those in the rule and without proper notice). It further finds noncompliance on 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.
  • 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, and that the investigation "did not involve residential customers". It also says that a settlement reached in June 2007 was approved by the Commission in July 2007. The filing states: "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." The Austin Chronicle reported at the time that the issue was business customers who did not answer a renewal notice being renewed for a full year instead of the 31 days expected, and that about 4,000 small businesses were affected.
  • 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, the name the retail company used at the time (today's TXU Energy Retail Company LLC), 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.
EDITORIAL

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

Court records

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 the February 2021 winter storm. The suits were filed in Texas state courts against Vistra, numerous generators, transmission and distribution utilities, retail electric providers and ERCOT and sent to a single multidistrict litigation (MDL) pretrial judge. In December 2023 the First Court of Appeals ordered the MDL court to dismiss the claims against the power generators, and in March 2026 the Supreme Court of Texas left that ruling in place.

More on the lawsuitsShow less

Consumer class actions. The residential TOSA requires binding arbitration or small claims court for disputes and contains a class-action waiver; the practical section sets out its wording.

Williams v. TXU Energy Retail Company LLC et al. (E.D. Cal., 2:25-cv-03048). The plaintiff, representing himself, filed this suit on October 21, 2025. The defendants are TXU Energy Retail Company LLC, Experian Information Solutions, Equifax Information Services and Trans Union under the Fair Credit Reporting Act, 15 U.S.C. § 1681 (nature of suit: Consumer Credit). 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.

Clewett v. TXU Energy Retail Company LLC (N.D. Tex., 3:21-cv-00692). This suit was filed on March 24, 2021 under the Telephone Consumer Protection Act, 47 U.S.C. § 227; the plaintiff's claims are allegations. The docket shows the case terminated on October 15, 2024, when the court entered an agreed final judgment of $950,000 in favor of cross-claimants TXU Energy Retail Company LLC and Vistra Corporate Services Company against cross-claim defendant New Wave Power, LLC. That judgment decided TXU's cross-claim against New Wave Power; it is not a ruling on the plaintiff's claims against TXU.

PUBLIC RECORD

Court & Public Records

Williams v. TXU Energy Retail Company LLC et al.

Dismissed

U.S. District Court, E.D. Cal.Filed Decided Docket 2:25-cv-03048Source ↗

Dismissed

A dismissal without prejudice is not a decision on the merits.

Case details: Williams v. TXU Energy Retail Company LLC et al.Show less

An individual, representing himself, sued TXU Energy Retail Company LLC, Experian, Equifax and Trans Union under the Fair Credit Reporting Act, 15 U.S.C. § 1681 (nature of suit: Consumer Credit); 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 that the 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"; the clerk was directed to close the case.

EDITORIAL

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

Entity. TXU Energy Retail Company LLC is a Texas limited liability company (Texas Secretary of State filing number 800838029). It is registered with the Public Utility Commission of Texas (PUCT) as an Option 1 retail electric provider (REP) under certificate number 10004, according to the PUCT's 2024 order in Docket No. 56560. The txu.com footer shows the same legal name and REP number, with a mailing address of P.O. Box 650764, Dallas, TX 75265-0764. Vistra Corp.'s Form 10-Q for the quarter ended June 30, 2026 describes TXU Energy Retail Company LLC, doing business as TXU, as an indirect, wholly owned subsidiary of Vistra. TXU is a REP in competitive areas of ERCOT and sells electricity to residential and business customers. TXU's legal notice address is 6555 Sierra Drive, Irving, TX 75039.

How the service works. TXU buys power on the wholesale market and bills you for it. The local transmission and distribution utility (TDU), such as Oncor or CenterPoint Energy, owns the lines and the meter, reads the meter and restores power after an outage. The residential Terms of Service Agreement (TOSA) groups plans as fixed-rate, indexed or variable-price; your Electricity Facts Label (EFL) says which type you have.

More company historyShow less

On a fixed-rate plan the TOSA lets the price change during the term only for listed pass-through items, such as TDU charges, ERCOT or Texas Regional Entity administrative fees and fees imposed by new laws, with notice on the bill. Changes to non-price terms need at least 14 days' notice. TXU markets plan families such as free-energy, electric-vehicle, solar buyback, monthly rewards and seasonal savings plans. The EFL of each plan states its actual charges, free-energy hours and conditions, and TDU charges are billed in addition.

Assistance programs. TXU says its TXU Energy Aid program, funded by donations from customers, employees and others, helps about 20,000 families a year and has provided more than $140 million in bill-payment help over 40 years. The PUCT's bill-help page lists TXU Energy Retail Company LLC among the providers that offer assistance to burned veterans.

Older names in older posts. PUCT documents from 2002-2003 name the company TXU Energy Retail Company LP; the 2011 and 2024 orders name TXU Energy Retail Company LLC. Older posts on this site sometimes say "TXU Electric" or "TXU Gas" or describe Oncor, the delivery utility. TXU Corp., the parent at the time, sold its gas business in 2004, and its delivery utility, TXU Electric Delivery, took the Oncor name in 2007. TXU Corp. was acquired in a 2007 buyout and renamed Energy Future Holdings; TXU Energy became part of Vistra when Vistra emerged from that group's bankruptcy in October 2016. Complaints about gas service or about the delivery utility's meters, tree trimming or outages concern those businesses, not TXU's electricity retail service.

VERIFIED

Company Relationships

  • Owned byVistra Corp.
EDITORIAL

Frequently Asked Questions

How do I cancel TXU Energy service?

If you are moving, TXU's page on transferring or cancelling service gives (888) 318-7936 and says you may be able to transfer service through MyAccount if the new address is in Texas. For any other cancellation, TXU's Contact Us page says to call the 24/7 residential line, (866) 278-4898. TXU says it coordinates a final meter read with the TDU and issues a final bill, and the Contact Us page says it can coordinate same-day cancellations until 5 p.m., except on Sundays and holidays. If you are moving, the page says you can schedule a stop date and an overlapping start date at the new address. The TOSA says a customer on a plan with a term longer than 31 days is charged an early cancellation fee, with listed exceptions.

How can I pay my TXU Energy bill?

TXU Energy bills can be paid online through MyAccount or in the TXU iPhone or Android app. They can also be paid automatically every month through AutoPay from a bank account or credit or debit card, or by phone at (800) 818-6132. They can also be paid by mail by sending the bill stub and payment to TXU Energy, PO Box 650700, Dallas, Texas 75265-0700, or in person at a payment location, bringing the statement. TXU asks customers not to mail cash back or welcome bonus cards as payment. For more time to pay or a longer-term payment plan, TXU gives (800) 242-9113, and an eligible customer may be able to request a payment extension in MyAccount, where a "Need more time to pay" message appears.

What does the TXU early cancellation fee depend on?

The TXU TOSA says the early cancellation fee amount is shown in the "Disclosure Chart" of your plan's Electricity Facts Label (EFL). The TOSA says no fee applies on a month-to-month product. It lists three cases in which TXU says you can terminate without penalty. The first is that you move and provide evidence and a forwarding address. The second is that you terminate within 14 days after TXU sends notice of a change to your contract terms. The third is that you terminate within 14 days of the contract's expiration date.

What happens when my TXU fixed-rate contract expires?

The TOSA says TXU sends three expiration notices during the last third of the term, the final one at least 30 days before expiration for terms longer than four months, and that you do not need to act to keep service. Service then continues under a default month-to-month renewal product, and the EFL for that product is included with the final notice.

Can TXU require a deposit, and when is it refunded?

The TXU TOSA lists cases where a new customer will not be required to pay a deposit (for example a satisfactory credit rating, a family-violence determination letter, proof of medical indigence or an active-military waiver). TXU's deposit page on txu.com says deposits can be waived for residential customers aged 55 or older, a lower age than the 65 used in the PUCT deposit rule. Waiver documents go to [email protected] with your account number, full name, service address and date of birth.

That page also mentions paying a deposit in two equal installments and a personal guarantee by a current TXU customer in good standing. The TOSA says a deposit will not exceed the greater of one-fifth of the expected annual bill or the expected next two months' bill. TXU refunds the deposit and accrued interest through a bill credit after 12 consecutive months of full, on-time payment, or after the account is closed less any balance owed.

What can I do about a bill that looks too high or is estimated?

The TOSA says TXU may bill an estimate when the TDU or ERCOT does not provide meter readings on time, that the bill will disclose the estimate, and that adjustments follow once actual readings arrive. TXU's Contact Us page lists the 24/7 customer-service line and an executive feedback e-mail. PUCT's rights page says an REP may not authorize disconnection for non-payment of disputed charges until the REP or the PUCT determines their accuracy and you have been notified. PUCT says to contact the provider first and then file with its Office of Consumer Assistance.

How much notice must TXU give before disconnecting for non-payment?

For a TXU disconnection, PUCT's Know Your Rights page says the REP must send a separate written disconnection notice. The page also says that the disconnection date must be at least 10 days from the date the notice is issued. It adds that the date may not fall on a holiday or weekend (or the day before) unless the REP's staff are available to take payments and reconnect service. The TOSA says TXU will notify you in writing at least 10 calendar days before disconnecting. PUCT's 2024 order in Docket No. 56560 concerns disconnection requests during extreme weather emergencies; it states that the TDUs completed none of the 113 requested disconnections.

How do I file a complaint about TXU Energy with the regulator?

Contact TXU first and give it a chance to investigate, as the PUCT asks. If that does not resolve it, file with the PUCT Office of Consumer Assistance online, by phone at (888) 782-8477, by e-mail to [email protected] or by mail to P.O. Box 13326, Austin, TX 78711-3326, and include your account number, service address and copies of the bills. The provider has 15 days to respond, a specialist then sends both sides a letter with the findings, and, in PUCT's words, the complaint is reviewed by its Division of Enforcement and Compliance "to determine if further action is warranted". The Texas Attorney General also accepts consumer complaints through an online form.

Has the PUCT taken action against TXU Energy Retail?

The PUCT has settled enforcement matters with TXU Energy Retail, including these: 2002-2003, $5,900, for not responding to complaints within 21 days; and 2007, $5 million, over renewals of small and medium business term contracts, with TXU denying any violation. Other matters include 2011, $80,000, over bill-payment and disconnection rules, with TXU acknowledging the violations; and 2024, $91,500, over disconnection orders for 113 customers during extreme weather emergencies, none of which the TDUs carried out. The regulator section gives each order's dates and wording.

Does TXU's contract require arbitration?

The TXU residential TOSA says the parties agree to resolve disputes through binding arbitration or small claims court, administered under AAA rules, with a jury-trial and class-action waiver, and says it does not preclude complaints to agencies such as the PUCT. The txu.com Terms of Use contain a separate arbitration agreement for the websites with 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.

Sources (20)

TXU Energy (own site)

Public records

Review sites

Other