TXU Energy

TXU Energy

June 29, 2006

June 29, 2006 I have been using TXU Energy for several years (in my ex husband’s name) and 8 months in my name. There was no connect charge when I changed the billing from his (ex’s) name to mine and my payment history and credit history continue to be excellent. However, yesterday & today, when attempting to begin service at a new location, I was told that I would need to pay a $400. connect fee. The only answer that I got regarding why there would be a fee now was that the earlier lack of a fee was a “mistake”. I asked to speak to a supervisor & was told that there was no one else. I asked if I was talking to the CEO of TXU. Finally he put me on hold – which, as you might surmise, meant that no one ever came back to me. Today I tried again with the same results. Interestingly, although each time I called I was politely asked by a recorded message if I would be willing to participate in an Automatic Customer Survey, when I did ask today’s representative to be connected to that survey I was put on hold – guess what? No survey! I called back 3 times asking to go directly to the Automatic Customer Survey and each time – no survey! One representative actually told me that if she connected me to the survey it would look bad for her. Bottom line, I called Green Mountain Energy, talked to a real live person and was quickly & efficiently approved for service with no connect fee because of a very quick check establishing my good credit. TXU Energy should be ashamed of their processes, policies & procedures. JD