Complaints

This profile includes complaints for TXU Energy Retail Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TXU Energy Retail Company, LLC

  6555 Sierra Dr Irving, TX 75039-2479

  
• 

  TXU Electric Delivery

  3620 Franklin Ave Waco, TX 76710

• 

  TXU Energy

  P. O. Box 3592 Odessa, TX 79760

• 

  TXU Energy Retail Company, LLC

  1601 Bryan St Dallas, TX 75201-3411

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** ********* ***** 4001 Matterhorn pl **************************************************************************************************************** am reaching out to whomever this matter concerns on behalf of myself, ******** *****, a federally protected consumer. I am enforcing my rights according to 15 USO 1692g by asking your company to VALIDATE the alleged debt as well as send me evidence that i am obligated to pay this alleged debt. I am not refusing to pay the debt but rather asking your company to validate this debt as it is your lawful duty when asked by a consumer.I am also making your company aware that invalidated information on my consumer report may be fraud under federal and state laws, and I will not hesitate to bring forth legal action if my rights continue to be violated under the ***** and FCRA. You have 30 days to validate this debt and during this time all furnishing and collection activities must cease and desist through any and all mediums including my consumer report. If your company and/or office fails to respond within 30 da45 to validate this debt it shall be deleted and removed from my credit file immediately. I have also attached ASE AND DESIST that is effective immediately If adverse action is taken against me as a consumer i will consult my legal counsel. Please be advised that according to 15 *** 1692g - Within five days after the initial communication with a consumer in connection with the collection of any debt, a debt collector shall, unless the following information is contained in the initial communication or the consumer has paid the debt, send the consumer a written notice containing-(1) the amount of the debt;(2) the name of the creditor to whom the debt is owed;(3)a statement that unless the consumer, within thirty days after receipt of the notice, disputes the validity of the debt, or any portion thereof, the debt will be assumed to be valid by the debt collector;

  Business Response

  Date: 07/15/2025

  Dear BBB Staff,
  
  Thank you for bringing Mr. ******** ***** concern regarding TXU Energy to our attention. We have completed a comprehensive review of Complaint ID: ******** and have documented all actions taken in response.
  
  Mr. ***** requested validation of a billing balance totaling $306.15 with TXU Energy.
  
  Upon receipt of the complaint, TXU Energy reviewed its records and confirmed that Mr. ***** was enrolled as a customer via an online application, with service active from 10/6/2018, to 12/14/2018. A Move-Out order was processed on 12/14/2018, for the service address at *****************************************************************, due to a scheduled disconnection for non-payment of the outstanding balance.
  
  In the interest of customer satisfaction and given the age of the account, ********************** has elected to clear the remaining balance on Mr. ***** account as of 7/10/2025.
  
  Although we were unable to reach Mr. ***** by phone to communicate this resolution, a Deletion Letter has been sent to Mr. ***** email address.
  
  We appreciate your assistance in facilitating the resolution of this matter.
  
  

• Initial Complaint

  Date:06/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with TXU Energy I do not have a contract with TXU Energy They did not provide me with the original contract as requested.

  Business Response

  Date: 07/02/2025

  Dear BBB Staff,
  
  Thank you for notifying us of ******* Crains concern with TXU Energy.  TXU Energy has completed its investigation into Comp ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  Ms. ***** is requesting a correction to her credit report.
  
  Account records indicate that Ms. ******* ***** was active with TXU Energy for the address at *********************************** from 06/28/18 to 10/01/18. The account was left with a balance of $436.74.
  
  The final bill was emailed to the customer on 10/31/18 and mailed on 10/30/18.
  
  The customer reported to the address ******************************************** (**************** from (07/05/18-09/20/21).
  On 06/27/18 the customer submitted a web enrollment for this address.
  The phone number ************ and email address ******************************* reports to the customer.
  On 06/28/18 we received a call from ******* ***** who wanted to know the status of a move in order.
  On 08/03/18 we received a call from ******* ***** to see if the bill was past due.
  On 09/28/18 we received a call from ******* ***** from phone number ************ who requested a move out for the address ************************************
  On 11/02/18 we received a call from ******* ***** who spoke with our agent and confirmed the final bill balance.
  
  In addition, Ms. ***** was mailed a Terms of Service Agreement (TOSA) dated 2018 (attached) this serves as **** notice that we may report to the credit bureaus. Under the ****, the obligation to notify a customer can come at the beginning of a contract and not just after final bill.
  
  The debt is valid and is scheduled to be removed from the account around 10/19/25 should the customer pay the final bill on the account, and the credit bureaus will be updated to Paid Charged Off.
  
  Thank you for bringing this issue to our attention.
  

• Initial Complaint

  Date:06/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a settlement offer from ********** (tsi) to pay the $178.07 and account would be settled and closed, and deleted from my credit report. My credit report was updated that I made only a payment and that now I owe $178.07 and a missed payment was added to March 2025.I need this removed completely from my credit report, including the late payments reported in error.

  Business Response

  Date: 06/27/2025

  Dear BBB Staff,
  
  Thank you for notifying us of **** ********* concern with TXU Energy. TXU Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  On 6/27/25, a TXU Energy representative spoke with Ms. ********* Ms. ******** was provided with a final resolution to this matter and was satisfied. A copy of the letter was sent to Ms. ******** to ******************
  
  Thank you for bringing this issue to our attention. 

• Initial Complaint

  Date:06/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am in a payment plan due 6/16. I tried 23 times to make the payment and each time it gave me an error. I even tried with another card. Today my account is scheduled for disconnect. The wait time is 27 minutes (or at least that's how long I waited) and the chat is unavailable. This is unfair!! I tried to make the payment so many times my bank put a block on my card because they thought it was fraudulent. Couldn't even buy dinner because my card was locked after so many attempts. I need my service. As if it isn't $400 a month, it's getting cut off when I'm trying to pay!!

  Business Response

  Date: 07/07/2025

  
  Dear BBB Staff,
  
  Thank you for notifying us of ******** ****** concerns with TXU Energy. TXU Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  Ms. ****** asserts that she made several attempts to make a payment on her TXU Energy account on 06/16/2025, but continued to receive a system error, and even tried with another card, however her bank flagged it as fraud and blocked her card.  Ms. ****** asserts that she has tried to reach out to TXU Energy without success.
  
  On 06/16/2025, the records reveal that Ms. ****** attempted to make payment with her card ending in 5057, and another ending in 5957, however the payments did not go through, and the customer needed to contact her financial institution for further information.
  
  In response to Ms. ******* assertion that TXU Energys system would not accept her payment due to a system error, upon receipt of the complaint, an investigation was conducted, no there were no issues found with TXU Energys payment system. It appears the customers financial institution flag the payment requested the customer to contact them to confirm the payment.
  
  Ms. ****** currently has a past due balance of $413.95; she is encouraged to contact TXU Energy to discuss payment arrangement details.
  
  
  Thank you for bringing this issue to our attention.

• Initial Complaint

  Date:06/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bogus charges, fraudulent charges while not in town. Out of the state and country and still charged me for power. Increased On ors charges monthly and did not follow fixed rate. TXU free nights were not free, fake charges to pretend they were giving free nights. False advertising to charge the customer a higher rate.Oncor's charges are typically broken down into:Fixed Monthly Amount: A set fee, which was $3.42 under previous rates, but is now $4.23. Disconnection without Prior Notice: Any *** or TDSP may, at any time, authorize disconnection of a customer's electric service without prior notice.

  Business Response

  Date: 07/02/2025

  Dear BBB Staff,
  
  Thank you for notifying us of Ms. ******* ********* concern with TXU Energy. TXU Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  Mr. ******* ********* is disputing his charges.
  
  TXU Energy records reveal that Mr. ********* was on the TXU Energys Free Nights & Solar Days 12 fixed rate plan with an effective date of 1/16/25 and an expiration date of 10/30/25.
  
  Mr. ********* disputes the consumption used at the premise. TXU Energy, as with any retail electric provider, must depend on the Transmission and Distribution Utility (TDU) provider like ***** to provide the metering services and the monthly meter reads used for billing by Retail Electric Providers ******* To make corrections, the *** must make changes to the readings and consumption they have provided. In Mr. ********* serving area, Oncor reads the meters and sends to the Retail Electric Provider the consumption used each month. TXU Energy has reviewed the consumption sent from Oncor to TXU Energy, and the consumption billed is correct. He was also billed correctly according to his electricity plan (attached).
  
  Mr. ********* has been billed on the same fixed rate plan since 06/19/25, when he enrolled. There have been no updates to his rate plan.
  
  TXU Energy records show that ***** completed the meter test on 08/31/18 and Oncor found no issues with the meter. The meter tested 100% accurate according to industry standard.
  
  Since Mr. ********* is no longer a ******************************* is not able to submit a meter test on his behalf.
  
  TXU Energy records indicate that Mr. ********* was sent a disconnect notice on 05/29/25 for an outstanding balance of $233.42 with a disconnect date of 06/10/25. A disconnect order was issued on 06/11/25,due to non-payment.
  
  *** strongly encouraged Mr. ********* to continue to visit his TXU Energy online account ************************ MyAccount) to view his consumption and review the My Energy Dashboard. This shows customers down to the hour. It will also show the historical consumption over the past few months. Mr. ********* is also welcome to utilize the Smart Meter Texas Portal at ***********************. There were no fraudulent charges billed, and no adjustments are warranted.
  
  Mr. ********* owes an outstanding balance of $643.97 which was due on 06/30/25.
  
  Upon receiving his complaint, a TXU Energy agent contacted Mr. ********* to discuss the above findings. The customer stated he would provide proof of cancellation; however, TXU Energy has not yet received any documentation.
  
  Thank you for bringing this issue to our attention. 

• Initial Complaint

  Date:06/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An account was opened under my identity with this company. The account is now on my credit report along with two addresses and two phone numbers out of *****. This account was past due and closed. It is negatively affecting my credit. I have called and emailed TXU Energy multiple times about this. I have not received any calls or emails back. They allowed someone to open an account in my name and now will not reach out to me to help me resolve this. I've never lived or even visited anywhere they provide service. They say they have a "fraud" department. This is on them and needs to be corrected!

  Business Response

  Date: 06/18/2025

  Dear BBB Staff,
  
  Thank you for notifying us of ****************** concerns with TXU Energy.  TXU Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  Mr. ******* requests a correction to his credit report.
  
  On 06/17/25, a *** representative spoke with Mr. ******* and provided the resolution to this matter.  Mr. ******* indicated his satisfaction with the outcome.
  
  Thank you for bringing this issue to our attention.

  Customer Answer

  Date: 06/18/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called in to cancel residential service with TXU on Jun 3. Then a week later I received an email stating a projected **** billing. I phoned them AGAIN and after harassing me to give my SSN - which I did not - I was transferred to a supervisor. They FINALLY closed the account after several ANNOYING and unnecessary questions about my future utility choices FINALLY THEY CLISED TGE ACCOUNT DAYS LATER - as of JUN 9.I will never use TXU again after decades of being a customer. Their invasive marketing is to create up selling opportunity not to service their customer base.

  Business Response

  Date: 06/17/2025

  Dear BBB Staff,
  
  Thank you for notifying us of Ms. Cheryl
  Washington’s concern with TXU Energy. 
  TXU Energy has completed its investigation into Comp_ID: 23443320 and
  has documented its findings and actions taken with respect to this complaint.
  
  On 6/17/25, a TXU Energy representative spoke
  with Ms. Washington. Ms. Washington was provided with a final resolution to
  this matter. Ms. Washington had no further questions or concerns.
  
  Thank you for bringing this issue to our
  attention. 

• Initial Complaint

  Date:06/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved from our address and requested a new service be at our new address and the previous be disconnected. For months we have received an outrageous electric bill. We were informed almost seven months later after several disconnect threats, that our bill total was for two addresses. *** did not follow the proper channels on disconnecting the previous address nor showed on any bill that we were being charged for two addresses. We are now being threatened with another disconnect notice, a bill that's over $400 and a refusal from *** to credit us the amount we are owed. The only excuse TXU will give us is that they do not have record of us asking for the address to be disconnected, when that's not true. The representative we spoke with for a transfer never did their job and now we are being charged for it. This is absolutely ridiculous and the bills never add up or make sense. We will not recommend this business to anyone and will be seeking legal action for the reimbursement. I have been transferred to the *****************, multiple representatives with everyone giving the same excuse.

  Business Response

  Date: 06/18/2025

  Dear BBB Staff,
  
  Thank you for notifying us of Bre’Anna Wells’
  concerns with TXU Energy. TXU Energy has completed its investigation into
  Comp_ID: 23418321 and has documented its findings and actions taken with
  respect to this complaint.
  
  Ms. Wells asserts that she contacted TXU Energy
  to transfer her service from an old address to her new address; however, she
  claims that TXU Energy failed to cancel the service at her old address. She was
  billed for seven months and received disconnection notifications. The customer
  felt that TXU Energy did not follow proper procedures.
  
  A review of the account reflects the customer submitted
  an online web request to start service at 2609 41st St. Lubbock TX
  79413 on 10/21/2024, with a start date of the same date; however, there was no
  request to end service at 8217 Avenue U Apt 9205 Lubbock TX 79423 received at
  that time. 
  
  Records reveal that Ms. Wells did not notify
  TXU Energy until 05/09/2025 that she was no longer living at 8217 Avenue U Apt
  9205 Lubbock TX 79423. Upon notification, TXU Energy took proper action to end
  the service.
  
  On 06/04/2025, Ms. Wells spoke with a member of
  TXU’s Office of the President regarding the final billing for 8217 Avenue U Apt
  9205 Lubbock TX 79423 and explained that she was not living there.  During this call, the representative
  explained that once she notified TXU Energy that she no longer needed service
  for this address, the cancelation request was completed, however, she was still
  responsible for the charges leading to her cancelation date.  In addition, Ms. Wells was advised that her
  monthly invoices provided a breakdown of charges for each location, in which
  Ms. Wells stated she hadn’t noticed this on her invoices, or she would have
  called sooner.  The representative
  offered to provide Ms. Wells with assistance on the bill, and Ms. Wells agreed
  and made payment the same day.
  
  Records confirm the service for 8217 Avenue U
  Apt 9205 Lubbock TX 79423 was canceled as of 05/09/2025. The balance has been
  satisfied in full with a $0 balance for this property address.
  
  Thank you for bringing this issue to our
  attention.

• Initial Complaint

  Date:06/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with TXU Energy. I do not have a contract with Business Headquarters Location, they did not provide me with original contract as requested.

  Business Response

  Date: 06/17/2025

  Dear BBB Staff,
  
  Thank you for notifying us of Lexus Holland’s
  concern with TXU Energy.  TXU Energy has
  completed its investigation into Comp ID: 23414496 and has documented its
  findings and actions taken with respect to this complaint.
  
  Ms. Holland is requesting a correction to her
  credit report.
  
  Account records indicate that Ms. Holland was
  active with TXU Energy for the address at 3803 S Macgregor Way, Houston, TX
  77021 from 01/24/24 until 06/11/24. Their business was registered to this
  address. The final bill was issued on 06/12/24 for the account balance of $1,335.53.  There were no return mail indicators on
  delivery of the final invoice.
  
  Additional findings include the following:
  
  •           The
  email that was provided to TXU Energy upon enrollment reports to the customer.
  •           On 04/16/2024, TXU Energy received a
  call from the customer to verify balance owed to reconnect services.
  •           Two
  valid payments were received from the customer on 03/19/2024 and 04/16/2024.
  
  In addition, Ms. Holland was mailed a Terms of
  Service Agreement (TOSA) dated 2023 (attached) which serves as TXU Energy’s
  notice that we may report unpaid debt to the credit bureaus. Under the FCRA,
  the obligation to notify a customer can come at the beginning of a contract and
  not just after final bill.
  
  TXU Energy will update the credit bureaus
  status to “Paid Charge Off” once Ms. Holland pays the account in full.
  
  Thank you for bringing this issue to our
  attention.
  

• Initial Complaint

  Date:06/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pursuant to 15 U.S. Code 1681b - Permissible Purposes of Consumer Reports, any information reported on my consumer report requires explicit written consent. At no time did I provide such consent, and reporting this information without my authorization is a clear act of fraud. Under 15 U.S. Code 1681a(2)(B) - Exclusions from a Consumer Report, any credit transaction that involves the use of a Social Security card is required to be excluded from a consumer credit report. This account violates that provision and should not be reported.

  Business Response

  Date: 06/13/2025

  Dear BBB Staff,
  
  Thank you for notifying us of ******** Ravelos concern with TXU Energy.  TXU Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  On 6/10/25, a TXU Energy representative sent ******** ****** an email to ****************************** with final resolution to this matter along with a copy of the letter. 
  
  Thank you for bringing this issue to our attention.