I have had so many incidents with this damn company that I'm about at my wit's end! I have tried numerous times to get my account straightened out and every time I get the run around.
1st incident: I called to have my service connected for the apartment I was moving into. They said I would not require a security deposit, which was great because I have horrible credit due to student loans and I wasn't sure I could get something without a deposit. Well, when I spoke with the CSR, she told me nothing of a "priority connection fee", which I was sent in my FIRST bill 2 months later, with late fees. They said they mailed my first bill, which I never received, and I confirmed that they had the correct address. They said they could do nothing about this missed bill and late fees so I went on with that issue. Whatever. I then made the person I was talking to listen to the recording of my call where I was not told about the connection fee. I just told them I needed my power connected "as soon as possible" and just needed a confirmation number to give my apartment complex to pick up my keys. The supervisor told me he would put in a dispute for the $42 connection fee and it would be credited back to my account. This was in May08... It is now Oct. No sign of it yet and I'm not holding my breath.
2nd incident: In September I was supposed to transfer to another apartment. I called on the 10th of Sept. And spoke with someone and got it all set up. Due to Hurricane Ike's predicted landfall, my leasing office was going to be closed the day I was scheduled to move, so I called on the 12th to get the request cancelled. The idiot I spoke with told me it was all done, and gave me a confirmation number that I stupidly did not write down. Well, due to the hurricane, I wasn't able to move into the apartment I was supposed to, so I called on the 26th to have my power transferred to the apartment I was going to move into. The person I spoke with told me that I was being billed for my current address, and the address I had gotten a confirmation of the cancellation for the transfer! I freaked out, of course, as I am a single mother with no extra money for someone else's mistake. She told me that since I had called to cancel on a Friday, the cancellation was not done. I was never informed of this. She said she would transfer me and then hung up on me. I called back and talked to another person, who transferred me to a supervisor, Karen, who said she would remove all charges for the address I never lived at and gave me her extension. Of course, this extension is no good when NOBODY can transfer to her ext, but they can transfer you to the sales department. I was transferred over and over again, until I threatened to have my lawyer call back. I called when I was off work, and was told, "Our computers are down, call back Tuesday." I was supposed to move in to my apartment on short notice due to the friggin hurricane and needed a confirmation number once again to pick up my keys. I freaked out and screamed at whoever answered the phone and threatened with a lawsuit if they didn't get someone on the phone who could help me. They put me on the phone with Violet, who was able to assist me with transferring my service. She then gave me a confirmation number and I recorded all of the legal BS.
3rd incident: I called today, 03Oct and was told that my address that I had received a confirmation for from Violet was not in the system, nor was there a request for the connection. I am already living in this apartment, and I will be charged with a lease violation at my complex for not having the electricity at least going to be put in my name. I called and spoke with Jorge, the supervisor, who was going to make me do the entire process over again at 18c per kwh! AND he told me that my account is still being charged for the apartment I never lived in! I cannot believe the total incompetence of this company and their sheer lack of sympathy for callers who have enough problems after the hurricane. This company is a scam and nothing but trouble!!! I should have listened to everyone when they said that TXU is a ripoff! I did email them, and received a reply back asking for my service address, but NEVER received a reply. So you had best bet that they are going to be reported for the morons they are.
Oh and BTW... When I call the automated system and give my account number, driver's license number or SSN, they cannot be found in the system, but they are charging me for 2 addresses... Funny.
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