Complaint Review: TXU Energy - Dallas Texas

Here's the situation with TXU Energy: I had a bill due in April for $272.31. I paid through its Bill Matrix system with an electronic check. Through drafts I have set up through my bank, the check did not clear. I happen to see it when I was online, and called Bill Matrix again, and paid $273.00 with my debit card. I watch my account often, so I saw that two days after I made the debit payment that they sent the check through again, and took an additional $272.31 out of my account. I called my bank and alerted them to the problem, and asked them to reverse it, and they did.

I called TXU and told them that the payment was made and explained how an extra payment was taken and how I had to reverse it. The customer service agent told me that he could not guarantee that my services would not be disconnected, even though he could see that the payment was made. He said it is TXU Energy's collections department that may turn off your power regardless. I asked if he could he let me speak to someone in collections, because I have made the payment. He said he could not let me speak to collections. I asked for a supervisor. He took my information and said that a supervisor would call me at their earliest convenience. This was about 6pm on April 18th.

I got a call on Wednesday (24 hours later), after 6pm from the supervisor, who could not help me further. She said she had no control over what TXU does, and that I may get turned off if I didn't pay another payment of $272.31 in cash at a payment center. I told her that I am on a tight budget and I can't afford to make another payment, could someone just apply that payment or let me speak with them or refund that money. She said it was just their policy and she couldn't guarantee that I would not be turned off. I told her, surely they would not do that, and she did say it was out of her hands, but suggested I make another payment.

I couldn't afford to make another payment, so I had to trust that it the y would not turn off my power. Yesterday, (Monday, May 2nd), I was home at 3pm, when I heard someone outside my house, and they turned off my power completely.

I called TXU Energy and went through the scenario of explaining that I was turned off, and they had received payment. The customer service saw that the payment was made and said it's their policy, regardless of whatever payment I made through Bill Matrix, I needed according to their policy to make a payment in cash at one of the payment locations.

So now, I needed to make a payment in cash of $440.31 to get it back on, at one of their payment locations. So, I asked what happened to the money that I paid that she can visually see. She said she did not know. I ended the call and begin to wonder how I would pay this amount.

I called back and spoke to a supervisor, and explained the scenario and asked as a supervisor could he apply the payment that I received, and I could come up with the rest someone through borrowing. He said he apologized, but they would have to keep that payment for future use, and that if I wanted my electricity back on, I would have to pay $440.31, and I could have my electricity back on.

I asked if this is how they treat their loyal customers of more than 15 years in this house alone. He sarcastically said, I thank you for those years of loyalty, but if you don't pay the amount, you will not have electricity back on. I explained that I was a single dad, with two kids and can't afford it. He said that you can call 211 and they can assist with such cases, but TXU Energy could do nothing.

Out of desperation, I called 211, and each agency said they could not guarantee help, but to call the next day. I have no family in Texas, and had to call a friend to borrow money, (which I have never done), to secure the funds to restore our power.

I paid a total of $441.00 at ACE Cashways as both TXU employees advised. I came home to report that it has been paid. I was then told that it was TXU's policy that they could not turn it back on, because it was after 5pm, unless I faxed a copy of receipt to them and gave me a fax number. I said that the power was off, so how can I fax anything. she chuckled, and said it must be faxed.

So, I went to Albertson's to pay for a fax and copy of receipt. I came home and called, and they said that they received the fax, but I had paid the wrong amount. I needed to pay $433.31 and they could not turn it back on until I paid another 3 dollars and fax that to them at the same number. I almost flipped because of anger, because these people that I had been loyal to for all this time was laughing at me, making fun of me, making mistakes and humiliating me. I humbled myself with my kids there watching the whole scenario, and got them back in the car, and went to Kroger and paid additional $10 dollars, (not wanting to underpay again) and paid to have it faxed again.

I came home and called again, having made the payment 15 minutes prior. The agent told me that the fax hasn't come through yet, and they normally check it every 10 minutes. I told him that for the amount of time it took me to get home, and the process of calling and waiting to talk to him, it had taken 25 minutes. Could someone check the fax to see if they received my fax so that I can get restored power?

At this time, I was tired, I was not arguing, and I was being careful to keep my voice calm as to not upset them. He told me he could not check it. I asked for a supervisor. I explained to him that I had been on the phone on and off for up to 5 hours, it was now 8:15pm, this had started at 3pm. He said he would go and check. I was on hold for 3 minutes, and he returned and said that they had received the payment, but he could not guarantee I would get power turned on until 7am tomorrow morning. I explained that I paid $75 additional to get it turned on after 5pm. He said he could not guarantee that I would get it turned on until after 7am, and I could not get that $75 back.

Has anyone else gone through a crazy ordeal like this before with TXU? The customer service side of this was terrible, except for the last supervisor at the end. He was the only empathetic person in that company, and he still could not guarantee me assistance, but at least he was nice. Every person at TXU to which I spoke for the entire five hours were mean, sarcastic, ugly, and unfriendly except for the last guy. Of course, I've made up my mind to change companies since they have no other systems in place other than the aforementioned, to recognize payments. I can see why their profits are up by 38%. They have $729 of my money, $451 dollars extra. WOW!

Michael

Plano, Texas
U.S.A.