TXU Places an X on You as a Customer
Electricity Provider - Complaint
DALLAS, TEXAS -- I view my previous bill with TXU and the KWH 12.5 and I knew if I called them, I would not grant the opportunity to a lower rate. My contract had expired moreover, I did not want to renew with them. I contact other providers and receive a rate of 8.6 without the 150.00 enrollment fee. I was perfectly happy with this rate and would not have considered anymore offer from another company.
On June 6, I receive a call from a TXU representative stating my KWH rate of 5.4 if I enroll within TXU's Plan - Residential Choice 12. On first, I was very concerned about the rate and asked three times to verify the rate. I asked her for a moment while I obtain a pen and paper to write down all the information given me.
I knew her name and three times, she quoted to 5.4 KWH rate. She explains it was special offer for maintaining customers. I was leery about the enrollment, but decideed to save money this summer. She stated the enrollment within the Residential Choice 12 program would allow for the 5.4 rate. After the conversation had ended, I immediately retrieved my account to check things out for myself. My account rate of was enrolling for 9.8. When I saw this I went through the roof and called them immediately, first speaking to a representative with a attitude that would make anyone get on a plane and fly to Dallas and smack her between her pearly whites.
She made the comment stating I would have to pay the cancellation fee of $150 if I cancel the account. Under the circumstances, I am receiving unprofessional treatment, especially when TXU has contact me to maintain my business. At this point, the conversation was not getting anywhere, and I asked to speak to a supervisor. I was transferred to a supervisor. I specially asked if she was with the Customer Retention Department. Her response was she was a Supervisor and we agreed that I would not be charged $150 cancellation fee. I advise I would pay my final payment and discontinue service with TXU. I advise the supervisor of remarks from representatives regarding my account.
I also mentioned I was misinformed in addition, training on how to overcome objections is necessary. Again another failure of customer service, representing a huge corporation. I think the way customer service is being handle today I would rather deal with a computer system-taking bids instead of dealing with incompetent and unprofessional representatives