Customer service at TXU, I have to say, is pathetic. The scripted responses are not suited to fit all issues. However, the customer service reps are unable to address any issues without the pre-scripted responses. They are unaware of what they are reading and will actually have to re-read through the script to answer any questions. Communication skills are a joke at TXU. I had to restate in incredibly plain English what I needed many times over, and I'm still not sure they understood what my problem was. I will avoid TXU at all costs in the future.
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