Today I was very wronged by TXU.
See below the document that I will be sending to the Texas Public Utilities Commission. I am asking them for a ruling on this serious situation. The payment confirmations your TXU E-Bill web site produces are not honored by TXU. See proof below!
The case number assigned to this case by the Texas Public Utilities Commission is CP2004011579.
Very Disgruntled Customer
William
01/20/04
One of the coldest days of the year and TXU orders my electricity shutoff for non-payment of a bill that had been paid.
01/19/04
I received the current TXU electric bill on 01/19/04.in it was a past due note saying
Your Previous Bill is paste due. Please pay the balance amount of $251.83 immediately'. (See attached copy of bill). This current bill had NO MENTION OF DISCONNECT. Nor, had I received any disconnect notices prior to this current bill.
01/19/04
I immediately sat down at my computer and logged into the TXU E-Bill Internet service http://www.txuebill.com/. I then proceeded to process the payment for $251.83. I followed instructions and paid the $251.83 balance. I then received a confirmation that that amount was accepted, and then received a confirmation number. (See attached screen print of confirmation). I make all my TXU payments through this system. This was nothing new I had paid using the TXU E-Bill many times
01/20/04
My wife receives a knock at the door at approx. 11:00 am. It was a man that told her that he was there to disconnect the electric for non-payment. She notified him that it was paid and gave him the confirmation sheet from the computer with confirmation number on it. He took it to his car and made a call. He returned saying that TXU' had not received the money yet and ordered him to shut it off. He then asked her to remove the dogs from the yard. She insisted that the bill was paid and questioned this disconnection further. He then threatened her saying that if she did not remove the dogs from the yard he would be forced to cut the line on the outside in which she would be responsible for those damages in addition to the balance $251.83. He had my wife very frightened and confused at this time. She let the dogs into the house and he proceeded to force his way into the back yard through my locked back gate. He forced the gate open. He then turned the power off at the meter and disappeared leaving the gate wide open.
My wife then called me at work and told me what had happened. I immediately came home to find that the back gate had been forced open and the electricity had been turned off. My wife was frantic as I questioned her as to, why she did not show them the receipt with the confirmation number. She said she had tried to.
I called TXU immediately and after 20 minutes on hold I finally got to speak with a business advocate'. I immediately asked to speak to the supervisor. She said she would transfer me to Jeremy and I would only be on hold for a second. 40 Minutes later, still on hold I hung up and called back. Again, 15 minutes on hold, then another 10 waiting for the supervisor. I finally reached the supervisor and explained the situations to her. I explained that I had paid the day before via TXU's E-Bill system and received a confirmation number. She responded saying regardless of the confirmation number the money had not yet reached them so she considered the balance unpaid and the disconnection was appropriate. She then proceeded to inform me that a security deposit of $355.00, a $89 reconnect fee, a $8 disconnect fee and the entire balance $251.83 would have to be paid before service would be restored. That's a total; of $703.83.
Security Deposit: $355.00
Reconnect Fee: $89.00
Disconnect Fee $8.00
Balance Due $251.83
Total $703.83
I flipped out, as I hope you can imagine. She said I had to pay the $703.83, if I wanted my electric turned back on. I pleaded for her to reconsider. The supervisor Felicia station #5326' said she would cut the Security Deposit in half to $177.00 and that that is all she could do. I questioned the $251.83 that was paid already. Eventually, that money would be accounted for. She told me to cancel the payment. I asked her how and she said she did not know how. I do not have enough money to pay what she was demanding and the original payment of $251.83.
I inquired on how and where can I pay and get my electricity restored. She gave me the phone number for Bill Matrix', a bill paying service. She said I could use my debit card to pay and after paying I was to call back with the confirmation number. Now, I am really confused. If they accept Bill Matrix's' confirmation numbers why wont they accept their own from the TXU E-Bill system.
I hung up with Felicia and decided to call back and speak with a different supervisor. I am desperate! I do not have this kind of money lying around and I need my heat turned back on. I called back, was put on hold for 20 minutes, then finally I asked to speak with Jeremy, who was the person who kept me on hold for 40 minutes earlier. I pleaded my case with him. I explained I could not pay the amount they wanted $526.83 along with the $251.83 that I paid the day before on TXU E-Bill in which I have a confirmation number from. He said Oh, you have a confirmation number' I said YES'. He then said he could deduct that amount from the total as long as I had the confirmation number. I proceeded to give him the number. Jeremy then reduced the amount required to restore my electric by $251.83. This brought the total to $213.00.
Ok, what's wrong with this picture? TXU is now giving me credit for the amount I paid based on my original confirmation number. If they had honored this confirmation number in the beginning none of this would have occurred. So why am I am still having to pay the $213.00 in fines and fees for non-payment.
I proceeded to call Bill Matrix'. I paid the $213.00, got a confirmation number, called TXU back. After 20 minutes on hold I spoke with an advocate who took my confirmation number and said he would schedule the reconnect. I was asked earlier by TXU if I wanted a prioritized' reconnect at $89.00 or a could be anytime' reconnect for $28.00. I opted for the $28.00. I am not giving those people one more cent then I have to. Well it's 8:00 in the evening and this family has no electricity and it's cold. I suspect they won't be out until morning. We are preparing for a cold dark night.
I think TXU is expediting disconnects to generate revenue from the fines, fees, and security deposits. Since this has happened I spoke with one other individual who said they had experienced this same nightmare with TXU. They offered to join in the case with the public utilities and they are available if need be.
TXU needs to be investigated. They are capitalizing on individuals who in most part are struggling financially. Their penalties for late payment are excessive. Its usury at it's highest. They abuse the power of controlling a publicly required resource. They show no consideration for the health and welfare of its customers. It's all about money.
I am asking the Texas Public Utilities to rule on this matter. I feel this disconnect was not warranted and I would like all my fines and fees refunded.
Guilty until proven innocent.
William
The Colony, Texas
U.S.A.
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