TXU Complaint - Customer Service at TXU is ridiculously bad! Includes contact info for escalations
TEXAS -- Read to the end for contact info to get your issues resolved...but their customer service is still just awful!
-Well my journey through the TXU customer service debacle started some 4 yrs ago when I moved to Rockport TX.
After 2.5 months in my new place I got a phone call from their customer service asking where I would like my bill sent. I suggested it go the same place they were delivering the power!
The bill arrives with, you guessed it, LATE FEES. So I called to have them removed. After a couple hours on the phone and speaking to supervisors, they agreed to remove 1. Turns out, according to them, it is my responsibility to chase down my bill. I kept fighting it and ultimately got them waved and a $50 credit for my time. But after 8 hrs on the phone with these fools, I was not liking my hourly wage in my new unwanted role as customer service consultant. So I pressed the issue. And I pressed. Well let me assure you you will NEVER get satisfaction calling their customer service toll free line. So I finally looked up their corporate hdqs online and called their directly. I finally found a guy who cared. They sent me a check for my time and suffering. $200!
But it was not over. I have since had issues getting on their website which i8t only took them like a yr to fix. Stuck on the phone with all sorts of people on that go round. They are mostly not helpful and mostly incompetent.
Last week was the final straw. I called to find out about a $5.95 monthly fee. I got 2 different answers from the same CSR. He was basically just talking out his ass. Probably made it up. Then I made the mistake of asking him what I paid per kwh last month. OMG! He couldn't tell me. He kept talking about the energy multiplier and told me it was 4 cents. I finally gave up on him and divided the $ by the kw and got just under 12 cents. I asked for his supervisor. I had been on the phone at least 25 min by then. seriously. I asked her about the monthly fee. Got answer number 3. I am now demanding an explanation as to why it is ok for their customer service reps to be unable to answer the most rudimentary billing questions. Remember, we are approaching the 1 hr mark at this point.
They are on my clock! This woman kept interrupting and explaining to me how truly competent and excellent their staff is. I had had enough so she transfers me to AMerica!! The escalation dept at the CEO's office. This gal quickly tells me where to find the cost of a kwh and and gives me answer number 4 about the monthly charge. I complain about how their customer service dept, although admittedly bad now for yrs is still as bad. She told me they have weekly meetings and they talk about fixing it at each meeting. TALK IS CHEAP huh?
Well that was 1.5 hrs of my life I will never get back and so I start climbing the ladder to get compensation for my time. I sent emails which no one will follow up on when they sya they will and this time around they REFUSE to give me a credit for my time pain and suffering. The conclusion I am drawing is that they are very sorry, but they are now ok with stealing my time in spite of their admissions that their CSR that started this whole debacle sucks so bad they yanked him off the phone to train him.
Touch crap for me. And I got that during a TWENTY minute call with their COO. I have had it. I sent their CEO an email and his reply was to have his lackey COO call me to placate me with an official apology from way up the food chain. Money talks and bullcrap walks. I am done. As I told the COO I could probably drag their butts into small claims court and find a very sympathetic jury, but why waste more time. I see I am in good company here!
Here is some helpful information. There is a customer service escalation dept. The director is Mahesh at 972.868.8287 begin_of_the_skype_highlighting 972.868.8287 end_of_the_skype_highlighting. Please call him and give him your feedback. He is laboring under the false belief there is a high percentage of customer satisfaction among those dealing with the customer service dept.
One of his people in the escalation dept is
Manager - Office of the CEO
Office: (972) 868-8287
When all else fails, you can email the CEO directly at firstname.lastname@example.org
He seems to think things are just peachy as well. He thinks it isn't broken!! LMAO