I wasn't too amazed at all the other complaints against TXU. They cut off our service last October after I paid a past due amount, past due because we were taking a $1742 pay dock from being out on medical leave per physician orders (one of those "unless you want to lose a leg" things).
Talked to a man in Txu exec. Offices. No empathy. Wanted us off avg. Billing, big deposit, pay current bill, $89 reconnect fee, $8.00 disconnect fee (wonder why it takes $81 more to flip it on, but only $8 to flip it off?). Finally got him to bill us all but the current bill. (an additional $174 in addition to the late part we'd paid $208 on the $186 late amount five days earlier, five days before the disconnect date.
Apparently they can accelerate the current once a disconnect notice is sent, but I couldn't find where it said that. Rather arrogant about PUC, said, "They know fully what they can and can't make us do." PUC is rather impotent with consumer problems. OPUC (another Austin agency that advocates for consumers with the PUC) kinda agreed. Not sure why.
Thought it was the PUC's job as state employees to intervene on consumers behalf. Anyway, paid the bill, then switched to Reliant.in Dec. We received a "final" bill from TXU for $732. Wasn't sure where some of my payments went, what a $250 charge was for "reconciliation, " and other stuff, so I sent two emails (hard to get through on the phone sometimes and wanted it in writing), Never replied to either.
Then just got a letter threatening to turn into collections. Sent them a certified letter, quoted them where I had right to dispute. Ignored it. So I filed a complaint with PUC. Finally around March 28th got a reply. PUC put me in touch with another person in TXU's exec. Offices.
This TXU person seemed nice, explained some charges, was kinda' vague on others, but reduced the bill to $635. I agreed to pay it off, but made them promise to not put on bureaus as delinquent since they failed to answer three disputes and I had to go to PUC to get their attention. She agreed to it. We even discussed why, because we'd just got pre-approved on an FHA and it would ruin our mortgage. Said she understood. Said would pull it back from collections and it would stay in house, would not go on bureaus.
Took her about a week or longer to get back to me, she left message, said "and we got it pulled back from the bureaus." Now wait a minute, it wasn't suppose to be on bureaus (?). Pulled copies of reports, was on all three as a charge off, for amount reduced, meaning reported AFTER her agreement not to. Wasn't pulled either. Called PUC again, played message for them. TXU responded they never made such an agreement, only agreed to pull it from collections.
Told PUC had conversation on tape, could prove it. They wouldn't return my calls after I let them hear it. Like they bailed out after I proved TXU lying. Didn't surprise OPUC (the different agency in Austin). Said they get lots of calls about people complaining PUC doesn't help much. Called state reps. Office, they had someone else in TXU's exec. Offices call. Worthless effort, denied agreemet, told me I was just upset because service cut off (I said "Duh, yes. Wouldn't you be?").
Contradicted herself several times, tried to address why I didn't understand the bill to start with, then later says they're sometimes hard to read. Played the party line. Worthless. Wouldn't admit they had obligatiion to respond to disputes, or I had right to. Of course they never heard of FCRA and FDCPA, but I know an attorney who does. They ruined my mortgage. I'm not through with them yet though.
I know Reliant isn't perfect, but much nicer. Seems they appreciate people's business. TXU seems to think they're the invincible Almighty and can treat customers how they want. I almost think they scare the PUC. I'd suggest anyone else who has problems contact your state rep.in Austin. Trends seem to affect elected officials.
Bottom line, what TXU does isn't right. They could be a lot more compassionate and empathetic when people have troubles. No humanity, the type of people that make the world a bad place from all I've read of other's complaints. Of course someone from TXU may send a rebuttal, but they probably have never been in the other guy's shoes.
Ever seen that small part at the bottom of some bills that says "TXU Energy and TXU Delivery are not the same company and not subject to the regulations of the PUC, " or something to that effect? I asked the PUC about that. They said, "yes, we know and we've asked them not to put that on there, but they do." I thought, "Well why don't you make them stop?!" Go figure.
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