TXU Energy
Power Cut After Late Payment and Payment Arrangement Missing From System

My experience with TXU Energy.

First incident: Paid my bill 2 days after the due date. But note that I said it was paid. Turned my electricity off. Called them and reached one of the unfriendly, uncaring, outsourced customer service people. These people cannot have a conversation with you. They can only read from a script. Cannot rationalize or discuss individual situations. I explained that my bill was paid and he said he was sorry, but that it was paid late and they can't guarantee service if paid late. No matter what I said. He kept repeating the same mantra "we cannot guarantee service if paid late".

After determining that communicating with this individual was futile. I asked what had to happen to get my service back on. He said I would have to pay an additional $250 deposit! I said you already have a $250 deposit. And my bill is up to date. He said that is what his computer said..$250 deposit. So I worked my way up the food chain and only heard the same spiel from other outsourced "service" individuals. Electricity was turned off on a Friday. And reinstated Sun. Afternoon.

Incident #2
Since I had the deposit to pay from Incident #1 I called to make a payment arrangement. I talked with a non-outsourced individual that was quite helpful. She said that it was not a problem. That I could pay 1/2 now and 1/2 next month. I told her to please make sure this is documented since I had a bad experience with the company. We completed the transaction and I thought all was well. 2 weeks later I receive a disconnection notice! I call and talk to an outsourced individual who said that the system did not show that a payment arrangement had been made. I went over the situation. Gave dates, $ amounts, etc. I might as well been talking to a wall. His mantra was "it's not in our system". So I'm like, fine. Well let's set the arrangement up now. He says that once your in the disconnect process that no arrangements can be made! I ask him to please look again and see if he can see any documentation. He puts me on hold and 2 minutes later the phone disconnects.

So the next day. I try again. I'm determined to get an non-outsourced individual. I call and I call and I call... And about the 15th time I finally get someone who sounds "local". I go over the whole scenario and he actually seems like he might try and help me. He even admitted that the person probably didn't put it in the system. He put me on hold so he could "do the best he could to help me" and guess what, the phone disconnects! Of course, I never am able to reach him again. Makes me wonder if they shot him for trying to be helpful.

I hate this company. With all my heart.

Company: TXU Energy
Country: USA
State: Texas
City: Houston
Site: txuenergy.com

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