Frequently Asked Questions
How do I sign up my business with TXU Energy?
You can Request a Quote online or one of our dedicated sales representatives can help you become a TXU Energy customer. Representatives can be reached at 888-399-5501 from 7 a.m. - 7 p.m., Monday -Friday.
Will I be required to pay a deposit for my business to start service with TXU Energy?
You may be required to pay a deposit. TXU Energy will use your past payment history with a similar TXU Energy similar account or your business' credit score to determine if a deposit is required.
One of our dedicated sales representatives can assist you with starting service and determining if a deposit is required for your business. Business agents can be reached at 888-399-5501 from 7 a.m. - 7 p.m., Monday - Friday.
When will I have to pay the deposit for my business?
If a deposit is required for new service, it must be paid within 16 days of the deposit bill issuing date. If the deposit is not paid, your electric service may be interrupted.
Do you have other deposit options available?
Yes, there are several non-cash deposit alternatives available for your business. These alternatives include:
- Irrevocable Letter of Credit from a financial institution (bank or credit union)
- Surety Bond from an insurance company
One of our dedicated sales representatives will be able to assist you with starting service and determining deposit options available to your business. Business representatives can be reached at 888-399-5501 from 7 a.m. - 7 p.m., Monday - Friday.
Can the deposit requirement be waived?
Yes, the deposit can be waived if you provide a Payment History Reference Letter verifying 12 months satisfactory payment history from your previous electric provider.
If I pay a deposit, when will it be refunded?
Deposits and any accrued interest will be refunded as a credit to the electric bill after twenty-four (24) consecutive months with no late payments. TXU Energy will also refund deposits and accrued interest, less any outstanding balance owed for electric service if you close your account.
TXU Energy deposits will accrue interest at an annual rate established by the Public Utility Commission of Texas. Accrued interested is credited each year to the account.
When is the earliest I can begin electric service for my business at TXU Energy?
Electricity at a new address (Move In)
Provided all requirements are met, TXU Energy can begin your service as early as two business days from the date of your new service application. Please be advised that your city may require a city inspection or certificate of occupancy before allowing your local Transmission and Distribution Service Provider (TDSP) to energize service at your address.
If electricity is needed sooner than two business days, additional fees from your local Transmission and Distribution Service Provider (TDSP) will apply. Our dedicated sales representatives are available to discuss new service options from 7 a.m. - 7 p.m., Monday - Friday at 888-399-5501.
Switch, Transferring service from another Retail Electric Provider (REP)
Your electric service should begin with TXU Energy on your next scheduled meter read date. This typically takes 30 to 45 days. You will receive a packet welcoming you to the TXU Energy family. You will also receive your "Final Bill" from your current REP prior to receiving your first bill from TXU Energy.
I have requested service with TXU Energy, but I'd like to change the date. How can I change the date of my service order?
New Service (Move In) and Move Out Request
One of our dedicated business representatives will be able to assist you with changing the date of your service request. Please note that date changes within two days of the requested date are not guaranteed and additional Transmission and Distribution Service Provider (TDSP) fees may be required.
Representatives can be reached at 888-399-5501 from 7 a.m. - 7 p.m., Monday - Friday.
Switch, Transferring service from another Retail Electric Provider (REP)
One of our dedicated business representatives will be able to assist you with changing the date of your service request. Please note that date changes within five business days of your regularly scheduled meter read date are not guaranteed and additional Transmission and Distribution Service Provider (TDSP) fees may be required.
Representatives can be reached at 888-399-5501 from 7 a.m. - 7 p.m., Monday - Friday.
I have requested service with TXU Energy but I'd like to cancel my request. How can I cancel my service request?
New Service (Move In) and Move Out Request
You can cancel your service request with TXU Energy by using the postcard mailed to you by the Electric Reliability Council of Texas (ERCOT) or by contacting us directly.
Our dedicated business representatives will be able to assist you with canceling your service request from 7 a.m. - 7 p.m., Monday - Friday at 888-399-5501. Please note that changes to service requests within two business days of the requested date are not guaranteed and additional Transmission and Distribution Service Provider (TDSP) fees may be required.
Switch, Transferring service from another Retail Electric Provider (REP)
You can cancel your service request with TXU Energy by using the postcard mailed to you by the Electric Reliability Council of Texas (ERCOT) or by contacting us directly.
Our dedicated business representatives will be able to assist you with canceling your service request from 7 a.m. - 7 p.m., Monday - Friday at
How do I stop my electric service with TXU Energy?
Our dedicated business representatives are available to assist you with stopping your electric service with TXU Energy at
I am moving my business to a new location. Can I move my service to my new address?
Our dedicated sales representatives can assist you with moving service to your new address and avoiding any disruption in service. Business representatives are available from 7 a.m. - 7 p.m., Monday - Friday at
How would I know the status of my service request?
If your service has not been established by your requested date, please contact one of our dedicated representatives at 888-399-5501, Monday - Friday, 7 a.m. - 7 p.m.
TXU Energy will proactively contact you if the city inspection for your business has not been received by the Transmission and Distribution Service Provider (TDSP) or if the TDSP has determined an issue exists that requires action on your part.
I need an ESI ID.
Our dedicated sales representatives will assist you with obtaining an ESI ID from your local Transmission and Distribution Service Provider (TDSP). Business agents are available from 7 a.m. - 7 p.m., Monday - Friday at
I received a letter saying the TDSP was unable to read my meter (Denial of Access Letter).
For your protection, your local Transmission and Distribution Service Provider (TDSP) is required by the Public Utility Commission of Texas (PUCT) to obtain an actual meter read.
Please contact one of our dedicated business representatives at 888-399-5501 from 7 a.m. - 7 p.m., Monday - Friday, to assist you with issues and options for gaining access to your meter.
I did not receive a bill. What do I do?
New TXU Energy Customer
If you have recently switched to TXU Energy from another Retail Electric Provider (REP), the switching process can take 15-45 days. You will receive a bill from TXU Energy approximately 30 days after your switch is complete. You will receive a final bill from your previous REP prior to receiving a bill from TXU Energy.
If you have established service at a new location, your service will be billed within 30 days after the date your new service began.
No Bill/Existing Customer
If you're an existing TXU Energy customer and haven't received a bill, please contact one of our dedicated business representatives from 7 a.m. - 7 p.m., Monday - Friday at
How can I make a payment?
TXU Energy offers our customers convenient options for paying their energy bills.
Mailing a Payment
TXU Energy
P.O. Box 100001
Dallas, TX 75310-0001
Express Pay
For your convenience, some business customers can pay with a debit card or checking account information by contacting us at 888-399-5501 or by visiting our website at www.txu.com.
Payments made by 5 p.m. Monday through Friday (except holidays) will be posted to your
TXU Energy account the next business day. Payments made after 5 p.m. weekdays, weekends or holidays, will be posted within 2 business days.
Finding a Payment Location
To find a payment location that is convenient to you, please use our Find Payment Locations website. Just enter your zip code and our system will provide you with a list of locations where you may make your payment in person with cash, check or money order.
What is the Transmission and Distribution Service Provider (TDSP) Meter Surcharge?
The TDSP Meter Surcharge is a monthly fee based on your business kW demand. This fee is assessed by your local TDSP (Oncor or CenterPoint), in order to provide electric customers with technologically-advanced electric meters. It is a Public Utility Commission of Texas (PUCT) approved fee that is passed on to you through your retail electric provider (REP). You may also hear this fee referred to as part of the Advanced Meter System Program or the "smart meter" fee. "Smart meters" are being installed in the Oncor and CenterPoint service territories beginning in 2009. For more information on TDSP Meter Surcharges, please click here.
Customer Care Representative
Our dedicated business representatives are available to assist eligible business customers with a payment from 7 a.m.- 7 p.m. Monday - Friday. A $3.95 convenience fee will apply for payments using a representative. However, there is no fee for payments made via our website (www.txu.com) or our automated system. Business representatives are available at
How do I report my outage?
Please contact Customer Service at 888-399-5501, seven days a week, 24 -hour- a-day for assistance in reporting your outage.
If a power line is down, please provide the city and the approximate street address when you call, and do not go near the downed power line.
