TXU Energy Complaint
DAKLLAS, TEXAS -- Wednesday, December 23, 2009
TXU executives enthusiastically embrace and TXU falsely claims, in violation of the Texas DTPA âClear, straightforward terms of service with billing you can understand and trustâ and âResponsive, knowledgeable customer care agents available 24 hours a day, 7 days a weekâ
This is a blatant lie, because I had a difficulty understanding, TXUâs foreign customer service representatives, lack of familiarity with the billings, and their ineffective responses to my inquiries.
My new electric bill this month went from $ 83.96 to a whopping $ 181.15 without any temperature settings changes and I was not even home for ten days of the month. I proceeded to dispute my bill in accordance with State and Federal laws including charges such as advanced meter surcharge and an Oncor rate change? Why Oncor I am with TXU?
So yesterday I tried to call customer service @ 972-791-2888 and for almost two hours their automatic answering service recycled my call, then after three or four cycles I had to redial the number never getting through.
Today 12/23/09 after trying again on my third attempt I got through to three (3) different customer service centers which were located in 1- Guatemala, 2- Manila, then # 3 located in El Salvador to my surprise I was told that there are no call centers located in the US and all TXU customer service operations are at overseas call centers.
The fourth agent told me he was in Guatemala. I asked him if he had anybody that could speak better English because his command of the English language was difficult to understand and had a strong accent and was told by him I should redial the phone number and or try 800-242-9113
After 5 attempts and still not getting anybody that could speak good English the agent told me that he was having a hard time understanding my accent. Then he told me that I could hang up and call again. I said no, I had been on the phone for about 2 hours and 45 minutes and if I called back I would only get someone else with an accent that I could not understand. He then hung up on me!
So I tried again and when I got to the Manila based service desk I told the lady there that I needed to speak with a manager and had hoped it would be an American she asked me the same questions again and told me I would be on hold 3-4 minutes. Guess what I was wrong, the Supervisor manager was also a foreigner and she wanted to know the details of my complaints and I told her the issues and that I wanted to speak to a US customer service person, to which she replied it will take 24 hours for that to happen, agreed and @ 15: 23: 22 we hung up and I am waiting.
What TXU executives who make these decisions do not realize is that Time is precious, and what customer wants to spend an inordinate amount of time in an often vain attempt to communicate with a company contact employee who is halfway around the world and cannot speak English effectively with having difficulty in navigating their electronic phone response systems, with excessive telephone hold times, and agents improperly trained to adequately handle service problems. It is easy to measure the savings TXU gets by farming out customer-service jobs to countries whose median income is an eighth of what it is in the U.S. to people that cannot speak our language. It is simply to say that working on the front lines of customer service means, first, being able to understand what the customer needs and then meeting those needs efficiently and TXU is showing profound disrespect for us the Texas consumer by violating their own statements about customer service and they do not understand that this practice does not help their reputation. I hope I will get my callback in the next twenty three hours.
My best advice to anyone thinking about using TXU is not to do it. They smack of false advertising and poor customer service. And I am not prejudiced but I feel that with a recession in progress in the US, with as many people out of jobs, we could and should open Customer Service up to those people here in the USA!
Cc: Texas A. G.