TXU Energy: billing error
Dispute with TXU (21-day investigation), ask for a supervisory review, then file with the PUCT; meter tests go through TXU to the TDU.
What does this mean?
Grade A (high: almost everything comes from official pages read directly). 100% of 57 sources are the organization's own pages or government sites.
Collect
- the bill
- EFL for the plan
- meter readings
- notes of each contact
Steps
Contact TXU with the disputed charge and ask for an investigation.
If you doubt the meter, ask TXU to request a meter test from the TDU.
If not satisfied, ask for a supervisory review.
Then file a complaint with the PUCT. Keep paying the undisputed part of the bill.
More contacts for this issue
Facts you can cite
- Deadline
The REP must investigate a complaint and report the results within 21 days. A supervisory review must be answered within 10 business days.
Source: txu.com, verified 2026-10-12
- Policy
While an informal billing complaint is pending at the PUCT, the REP may not start collection or disconnection or report the disputed amount to a credit bureau; it may still disconnect after notice for the undisputed part.
Source: txu.com, verified 2026-10-12
- Fee
A customer may request a meter test through the REP. If the meter was tested more than once in four years and works properly, the customer may be charged the TDU's approved fee for the extra test.
Source: txu.com, verified 2026-10-12
- Deadline
If charges are found unauthorized, the REP must remove them and refund or credit the money within 45 days.
Source: txu.com, verified 2026-10-12
Rules in force
- Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements15 U.S.C. 8401-8405
A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.
Source: law.cornell.edu, verified 2026-10-12
1 citable point
- Policy
The seller must obtain "a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account".
Source: law.cornell.edu, verified 2026-10-12
- Policy
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Supervisor
Ask for a supervisory review; TXU must answer within 10 business days.
Written complaint
State agency
Your state’s utility commission. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).Public Utility Commission of Texas. TXU must first have had the complaint; it must investigate within 21 days.
State agency
Your state’s attorney general. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).Texas Attorney General, Consumer Protection Division.
Watch out
- The TOSA used here is version TOSARESENT032022E (2022) and the YRAC is TXUEYRAC082023A; the plan's own EFL and TOSA control.
- Payment arrangements and plan changes need the account holder or sign-in.
Let your AI agent handle this
Escalate Anything is a free, open-source MCP server for Claude, Cursor, VS Code, Gemini CLI, Codex and other AI apps. Your agent gets this playbook, keeps a case log with reference numbers and follow-up dates, and drafts each message for you to approve.
1. Set it up (needs uv):
uvx escalate-anything setup2. Ask your agent:
TXU Energy charged me [amount] on [date] for something I did not order. Use Escalate Anything to get it corrected.Source code, other install options and the Claude Code plugin