TXU Complaint - Incompetence
I had been a TXU customer for several years with no problems. In Oct 2005 a rent house I had became vacant and I called TXU to have the power turned on in my name. They said it would Nov 8 . My plans were to sell the house and simplify my life. A few days after the 8th, the man who was going to clean the carpets etc called me to tell me that the power was not on.I call TXU ; they say the power is on ; I leave work to check ( 15 miles ) the power is not on ; I call TXU ; they say the power is on.
The level of people I'm talking to seem to have no ability to help or figure out what's going on. Two weeks later I finally get to a level a little higher and the representative repeats the address of the house in question. It is incorrect ( down the street a few houses). At this point she plays the sign-up recording for me. I get a little nervous thinking I might have made a mistake but at least I think we're getting to the problem. I had given them the correct address. She acknowledges the error and I'm thinking that the problem is solved.
Two days later the power is on at the correct house ( approx one month after the fact). I'm in business ! Wrong. Mid December 2005 I get my statement from TXU... 3 houses. Where I live, the house I want to sell, and the house down the street that I don't own. I call TXU ; they say they will fix it ; also use their e-mail address to clarify my problems. I pay for two houses. Back out the other.
Mid January 2006 next TXU statement ....... 3 houses 2 correct. I modify my payment again, this time backing out late charges. I call TXU.... they'll fix it.
Mid February 2006 next TXU statement ......... 3 houses 2 correct. This time a further complication. The meter at the house I'm trying to sell has been mis-read.. $ 154.00 ... for a vacant house. I leave work; get my camera ; take pictures of the meter with a newspaper taped to the meter to verify the date. The meter was read 10 days before and the reading is still not to the statement level. I adjust the statement by backing out the incorrect house, late fees , and pay what appears to be the standard hook-up fee for the other house. I call TXU and also e-mail my pictures to them. Response two days later. "We have ruled against you".
I manage to sell the house in late February 2006. I am now in their eyes approx $800 in arrears. And they have delayed the sale of my house costing me about $700/month. Mid March 2006 statement... A miracle. The incorrect house is gone but not the late fees... The meter problem is still there so it becomes a smaller problem. The initial mistake was not knowing that a new house would be
attached to my existing account. Any unresolved dispute could get the power turned off at my residence. I pay for my residence and again pay the hook-up fee for the other house. I have no confidence that TXU will communicate with me and since it is my nature to resist paying something that I do not owe I "bail" to Reliant to insure that my power won't be
April 2006 ... One last statement from TXU ; I pay for my residence
and ignore the rest.
It had always been my desire to talk to them face to face but that
appears to be impossible.
Summer 2008 ... I get a letter from a collection agency. I reply stating that I dispute TXU's claim against me and e-mail TXU reviewing my history with them and that I might reconsider seeking damages from them. They respond... Someone ( I suppose at a higher level ) will call me in 2 or 3 days. I never hear from them..
Two years later.
March 2010 ... I get a letter from the collections dept at TXU demanding
payment. THEY NOW HAVE MY NAME WRONG. Further evidence of their incompetence
I'm still waiting for that phone call.
I realize that the value of my dispute with them is relatively small compared to other stories I've seen here but it is indicative of how they do business. They may be in a position to damage my credit at this point ; and in a way I almost hope they do. I'm armed to the teeth with letters e-mails, pictures and statements to defend my position. There have been no apologies for charging me and harassing me for payment for a house I do not own and do not live in.
One thing I do not understand is the initial turn on of power at the incorrect address. The power was probably already on. Should have been a red flag ? Not to TXU I suppose.