update on 8 April 2003
TXU's response states that a letter has been issued in response to Ms Burl (see above right column). We wait for Ms Burl's confirmation.

update on 14 April 2003
"TXU did write me a letter asking me to phone them. I have done this and again gave my electricity readings and they said they would get back to me....I still await a week later!" Sarah Burl

I too, have had a horrible experience with the level of customer service TXU energy provides. My service began in October, however, by January I still had not received a bill. I would call and was told not to worry, they were behind, and no late charges where being accrued. They also could not tell me my amount due. I received my first bill in April. I made a copy of it and used it repeatedly to make payments at a local pay station.

After a few more months with no bill, I decided to call again and was told that my service had been dropped in April, although they continued to accept payments on my behalf. I was informed I had a refund of $254 due. I was in shock, trying to figure out why they kept accepting my payments and why I was dropped, and even more so, who was my electric provider now? They had no answers for me, but said I would receive my refund in 7 to 10 days.

It has been a month now. The last time I called they didn't even have record of a refund being processed. They did, however, ask if I would like to sign up again. I said, "Not after all this!"
Liz McMacken ... 14 August 2003
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On Monday August 11th, I set up a payment on TXU's E-Bill which would be processed on the 15th. I admit I was behind, but the payment date was accepted. On Friday the 15th, though TXU's website stated that my patment was processed, they shut off my electricity. When we called to see what was going on, we were told that there was no record of payment in the system and the only way to get our electricy turned back on, was to make payment immediatly with a debit card on the phone and then we could call the E-Bill department and they could stop payment of the processed E-Bill. So we paid the bill, and when we called the E-Bill department, we were told that there was nothing that could be done to stop the payment. So, in uppen 90 degree weather, they shut off our electrictiy, though we had set up payment through their accepted channels and then made us pay them twice.

I don't know about the people that work there, but I live pretty much paycheck to paycheck and an extra $550.00 makes me late on other bills. The total disregard of their own system. The addition disconnect, reconnect and depost that I now am supposed to pay is the final straw. I will be calling a new electric company on Monday, and I suggest that anyone else with TXU as there electric 'provider' do the same.
Bonnye Brewington (Texas) ... 16 August 2003
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Here's my complaint on TXU. I have lived in my apt. for 2 years. My bill has never been over $180. In August I got a bill for $431. I called them to reread my meter. No one called my back. I called on Sept. 17 and was told the results were not in yet. Someone would contact me. After hearing nothing I called on Oct. 23 and was told my meter had been read on Sept. 11 and that my bill would not be changed. I was told that my bill had gone up because of rate changes. But how can a bill double for one month and then go back to normal as it is now? I am now refusing to pay it and am taking steps to find out the whole story.
Stacey Witman (Ft. Worth) .. 23 October 2003
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On 20 February 2002 I called to advise we are very low in power supply.. the ref number I was given was 3000 9XXXX . I spoke to different persons at different times during the year. On 13 th February this year when I called I spoke to a Justin and was given another job number 3000 24xxxx. We are still - two years down the line unable to use our toaster as the power is not enough. In March this year I telephone and spoke to a person called Phil I explained that my father was staying and he is 76 years old with bad eye sight and the power is so low that of an evening he has to stay where he is put as its too dark for him to see. I do not think that we are being unreasonable to just want enough electricity to be able to see in the evenings. now that its going to be getting dark early again I really really would like something done now. Surley thats not too much to ask for over a two and half year period.
Mrs Karen Archer (Rochford Essex, UK) .. 27 October 2003