I wish that I would have found this website sooner!
In short, TXU refused to work with a 20 year customer in good standing after they terminated service on a day that was in the 20's with a young child and animals in the house after the bill had already been paid in full before the termination date.
Feb. 2003 we were late (admittly our fault) on our electric bill. My wife's best friend had passed away and we received a termination notice on the electric service the day after she died. At this time, our minds were on her friend and the family, and overlooked the termination notice.
The day before the deadline, we realized what was going on. My wife payed the bill in full, including late fee's, etc using TXU's online billpay service. On the website, and included in the monthly bill, it states that if you pay by internet, it is posted THAT day.
I came home a couple of days later. It was cold in the house, I tried to turn on a light, and nothing. They had terminated service.
I called them and explained what had happened. I was told very rudely that I would have to pay the late bill (even though we had already paid it), plus the amount for the new bill that had not even been mailed out yet, late fee's, a deposit, a termination fee and a re-connect fee. I informed her that we had already paid the full amount owed a couple of days prior via internet. I was then informed that it wasn't posted to my account. I asked about the claim of being posted that day, and was given the run around.
At this time I asked if we could get it turned back on, and then hash out the details. I explained that I had a young son, 2 dogs, a cat and a bird at home, and that it was in the 20's outside. I was told that they would do nothing until the payment was posted to my account. I asked to speak to a manager. I was put on hold, then eventually disconnected.
I then grabbed my cell phone and went to lunch. While eating, I called back and spoke with someone else. Same story. I again asked for a mamager. Again I was disconnected. Before it was over, I used over 200 minutes that day on my cell phone dealing with this issue.
I called several times and eventually got disconnected each time. Each time I called, I was given a different dollar amount. I finally was able to get in touch with a manager and was given the amount of 800 and some odd dollars.
As I didn't have the money in the bank, I had to borrow it to get service turned back on.
By about 8pm, the payment finally got posted and we were back on. TXU ended up with over $1000 because we were late on our bill of a little less than $300, as they never refunded the original payment made via internet or any of the $800 we paid to reinstate our service.
I admit that it was our fault that we were late to begin with, but I feel that TXU could/should have done a little more to assist a long time customer.
TXU customer service is a joke. There is NO customer service. On top of being just plain rude, they don't give a crap about their customers.
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