TXU Energy Complaint - Customer Service - TXU Customer Service

TXU Customer Service - Complaint

Review by Hung Up On on 2009-09-15

DALLAS, TEXAS -- On Friday, Sept. 11, my electric power was either out or was very dim. It was on in part of the home and dim in the other part after going completely out the night before. I was very concerned that there was a loose connection somewhere or that wires were rubbing together so I called an electrician. He came out and said that one wire coming from the meter (on the outside was normal but the other wire was not receiving enough power but fluctuating between 98 and 112. He told me that he could replace the two wires between the meter and the breaker box. He then told me that he would appreciate if I called TXU and ask them to come out. He would meet them here. I called TXU and a lady with a foreign accent took my call. I tried to explain to her what was needed but she could not understand me and I could not understand her. I asked to speak to her supervisor. After about 5 minutes on hold, another lady took my call. She had a slight accent but at first I could understand her. After being put on hold by her for 3 times (her accent became heavier) I was told that Oncor would come out within 2 or 3 days. I said that would not be acceptable as my power was fluctuating and at times my freezer, refrigerator and other appliances would not have enough power to operate. At other times, the power was on but so low that it took 50 minutes to make a pot of coffee that usually takes about 15 minutes. I then asked to speak to her manager. After about 5 minutes on hold, a man came on the phone. He informed me he was the manager and had talked with the lady that had talked to me. He had a very strong accent. He informed me that there was nothing that could be done but wait the 2 or 3 days for service from Oncor. I asked if he was local. He said no. I asked if he could tell me where he was located. He told me Guatamala. He asked me if that made a difference to me. I said only that he was the 3rd person that I had talked to and each one had a very strong accent. He then 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 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!

What kind of customer service is that! I have had electricity with TXU for 40 years and as soon as I can get out of my contract, I will change my service. I WILL CHECK BEFORE I BUY MY SERVICE TO SEE IF THEY DO HAVE CUSTOMER SERVICE AND IF SO, WHERE IS IT! 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!