Am a customer and I could not be anymore dissatified. For three months I call for them to come and check my meter becase, I was reieving extreamly high light bills. My bill were the same as 5 window units running in the summer as it was in the winter with no window units. So they finally come out to check the meter.in the meantime I am waiting to find out and if the meter was wrong and for them to adjust my bill so I do not have to pay so much.in the mean time I got a little behide on my bill because they would not come out. When they come out to check the meter they also turn off my power. I told them that I did not get a disconnection notice and they said that it would be 48 hours for them to turn it back on. How can they turn off your power with no diconnection notice and then expect you to wait 48 hours with 6 kids and no lights. So it still gets better, then they wanted to charge me a doposit of $300 because they diconnected my electric. Then they told me that since I did not recieve a disconnection notice that they would credit the $300 back to my account. Well they still have not done that and it has been 2 monts. So lets get to the really good part. I sold my cental air and heat unit so I could pay some bills. There is 9 people in my house and I am the only one working. MY husband is disabled and can not work. So money is tight. So I went to go pay some bills online. I pay all my bills on line so I pretty much know how the systems work or should work. This is the first time I Paid this bill online. The website did not ask you to put in a payment that you wanted to pay or ask you to comfirm the amount you were paying. You hit pay online and it automactialy take the balance. Which in my case was 905.34 gone. It is a good thing that I went to pay that bill first or I would have a whole bunch of overdraft fees from my bank at $30 each. Mind you that the $300 was suppost to be take off of my account, so it shoulld only have been 605.34. I was only going to pay $400 so I could bring the account up to date, and was going to pay the rest when I got paid. But of course the website did not give my that chance. As soon as I noticed that it was not going to give me that choice, I called TXu and they told me that I would have to call my bank which I did. Then my bank told me that they could not do anything that I would have to talk to the merchant so I called back. I was told that it would take 3 to 4 weeks for me to get the refund of 504.34. I had to call them at least 8 times regarding this matter. Each time I call I am on the phone for over a hour, and 75% of that time I am on hold. For this issue alone cost me over $60 in over minutes on my cell. The first issue that took me about 6 calls at a hour each to find out why they were not coming out which I am sure cost me at least another $60. What are these customer service agents doing, playing solitaire. So I was told that I was going to get a refund I told them that I had other bills to pay with that money and they were not the only ones I owed money to. If I hear Unfountuly one more time. Do these people just have flash cards that they repeat. And half of the time when I asked to speak to a supervisor they refused, saying it was not possible. There was a couple of times were I was told that I would recieve a call back from a manager, you guessed it, it never happened. So it has been 4 weeks and I call back and ask why I have not recieved my refund and I am told that I can not get a refund after I have been told for 4 weeks that I would, by at least 6 different people. When I called yesterday about my refund the lady Lilly that answered the phone could not even find my account. I did not have my account # because I was at work. I gave her my Name, SS#, Address, DL# and she still could not find it. She asked me if my account was active. I told her it was. I asked to speak to someone who knows how to work the computer and she said that she could not transfre me to anyone else. She said that I would have to hang up and call back after she wasted 11 minutes of my cell minutes she finally transfered me to the supervisor and guess what. Why is it that it only took it 2 seconds to find my account by my address. That is who told me that I can not get a refund and I would get a call from a manger in 24 hours. It has been 24 hours and still no call. It took 3 seconds for them to take my money, it should not take 4 weeks to give it back. They Finally called back a day later saying that I can not get my refund. But they might send me back the $300 the deposit that they were never suppost to charge me for, in a couple of weeks. The customer service for this company is the worst I have every delt with. I would not recommend this company to anyone. As soon as I can I am going to find another company and perferabley one that the call center is not located in India and reps who can speak clear english.
0 comments