--- company: txu-energy title: TXU Energy — how complaints actually go last_verified: 2026-10-12 --- ## In short TXU is a Texas retail electricity provider: it handles your bill and contract, while the local wires company (such as Oncor or CenterPoint) handles outages and meters. Complain to TXU first; TXU must investigate and report within 21 days, and a supervisory review must be answered within 10 business days. Then file with the Public Utility Commission of Texas, which stops collection and disconnection for the disputed amount while the complaint is open. Moving out is not a reason to pay an early cancellation fee if you give proof of the move. TXU never asks you to buy a prepaid card and never demands immediate payment by phone. ## How complaints actually go - TXU Energy customer care is available 24/7 at 800-242-9113. [TXU Energy fraud awareness](https://www.txu.com/fraud-awareness) - TXU must investigate a complaint and report the results within 21 days; if you ask for a supervisory review, it must be answered within 10 business days. [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf) - While an informal billing complaint is pending at the PUCT, TXU may not start collection or disconnection for the disputed amount or report it to a credit bureau; it may still disconnect after notice for the undisputed part. [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf) - Outages and power lines are the job of the local transmission and distribution utility, not TXU; report outages there. [TXU Energy: power outage](https://www.txu.com/help/support/power-outage) - Identity theft and account fraud go to TXU's Customer Protection team: customerprotection@txu.com or 877-460-7060 (Monday-Friday, 8 a.m.-5 p.m.); TXU says to expect a reply within two business days. [TXU Energy: protect yourself](https://www.txu.com/fraud-awareness/ways-you-can-protect-yourself) ## What tends to work - If you move, TXU charges no early cancellation fee when you give evidence of the move and a forwarding address. There is also no fee if you cancel within 14 days after a notice of changed terms or within 14 days of the contract's expiration date. [TXU Energy terms of service](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf) - New customers who switched to TXU can rescind without fees before midnight of the third federal business day after receiving the terms of service. [TXU Energy terms of service](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf) - A Critical Care customer is protected from disconnection for nonpayment for 63 days from the bill's issue date if the physician contacts TXU, sends a written statement, and the customer enters a deferred payment plan. Critical Care and Chronic Condition households get written disconnection notice at least 21 days ahead. [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf) - TXU may not disconnect for nonpayment during an extreme weather emergency, or when an energy assistance provider will pay enough by the final due date and you have paid or arranged the rest. [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf) - Ask about the deposit: TXU says it may waive it for customers 55 or older, victims of family violence with a prescribed letter, and medically indigent customers with proof, and a deposit can be split into two equal installments. [TXU Energy deposits](https://www.txu.com/help/support/deposits) ## Traps and fine print - TXU may charge a disconnect notice fee of up to $20 per notice and a disconnect recovery charge of up to $30 if the bill is not paid before the disconnection date. [TXU Energy terms of service](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf) - Variable-price plans can change price after the first billing cycle without advance notice. When a fixed-rate plan ends and you do nothing, service continues on a month-to-month product. [TXU Energy terms of service](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf) - The early cancellation fee is in the plan's Electricity Facts Label, and TXU may charge it if it ends the contract after a disconnection. [TXU Energy terms of service](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf) - Disconnection requires written notice at least 10 days before the disconnection date, mailed no earlier than the day after the due date; act on the notice before that date. [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf) ## Scams that target customers - TXU phone agents never ask you to buy a prepaid card and call back with its number, never call demanding immediate payment under threat of shutoff, and never ask for more than the last four digits of your Social Security number. [TXU Energy promise](https://www.txu.com/en/company/fraud-awareness/txu-energy-promise.aspx) - TXU door-to-door agents never take any payment, never ask to come inside and never ask for a driver's license or Social Security number; confirm an agent at 855-979-1151. [TXU Energy promise](https://www.txu.com/en/company/fraud-awareness/txu-energy-promise.aspx) - TXU will never ask for personal information by email; forward suspicious emails to fraudgroup@txu.com. [TXU Energy suspicious email alert](https://www.txu.com/fraud-awareness/suspicious-email-alert) - Fake retail electricity websites and social media pages offer impossible prices such as $75 every 30 days; check a provider's certification with the PUCT before signing up. [TXU Energy: protect yourself](https://www.txu.com/fraud-awareness/ways-you-can-protect-yourself)