Frequently Asked Questions
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GENERAL QUESTIONS
BILLING AND PAYMENTS
1. How do I contact TXU Energy?
TXU Energy customers can now manage many of their account needs online. New self-service features are continually added to txu.com so that you don't have to wait on the phone. Go to the Customer Service page to see what is available.
Of course, you can always reach us by phone. For your convenience, Contact Us provides a complete listing of TXU Energy phone numbers.
2. How do I switch to TXU Energy?
Please review our rates in your area and sign up online. Or, you can reach us toll-free by phone 24 hours a day, seven days a week at 1-800-818-6132.
3. Can I switch to TXU Energy if I rent?
Absolutely! It's easy to switch your electric service to TXU Energy. Sign up with TXU Energy online now. Or, you may reach us by phone toll free at 1-800-818-6132.
4. Does TXU Energy charge a switching fee?
TXU Energy does not charge a switching fee. Your local Transmission and Distribution Service Provider (examples: Oncor, CenterPoint, TNMP, AEP) may charge a connection fee or disconnection fee. These one-time charges, also called non-recurring charges, are passed through to you on the TXU Energy bill.
5. What if I don't pay my deposit?
Your electric service will be subject to disconnection if we do not receive your deposit. To ensure that you do not experience an interruption in electric service, you must pay your deposit in full by the date shown on the notice sent to you.
To pay your deposit easily and quickly, use TXU Energy Express Pay. Or you can log on to TXU Energy MyAccount and make your payment online by debit card, Visa or MasterCard credit card or electronic check. You can also find a nearby authorized payment location where you can pay your deposit.
There may be non-cash alternatives to satisfying any deposit requirement. If you are interested in learning more about these alternatives, please call us at 1-800-818-6132.
6. What is the TXU Energy Refer-a-Friend program?
The TXU Energy Refer-a-Friend program makes it easy and rewarding for customers to refer friends and family to TXU Energy. It's as easy as sending an e-mail. You can earn $500 or more in bill credits every calendar year. Even better, your friends and family can earn bill credits, too - just for switching online! The TXU Energy Refer-a- Friend program is currently undergoing an upgrade and will be unavailable until late Spring 2009. TXU Energy customers will be notified as soon as the program has been reinstated.
7. What is electric deregulation?
Electric deregulation allows Texans to choose their own retail electric provider. Since January 1, 2002, most Texans have been able to choose their retail electric provider. Across Texas, homes and businesses have chosen TXU Energy more than any other provider.
8. Does everybody in Texas get to choose their electric service provider?
Most Texans have the choice, but those served by some electric cooperatives (also called co-ops) and some municipal electric utilities do not. If you would like to know if you can switch to TXU Energy, please visit our Residential Plans & Services page and enter your zip code.
9. What is a Retail Electric Provider?
A Retail Electric Provider (or REP) is a company that has been approved by the Texas Public Utility Commission to sell electric services. If you presently receive an electric bill from TXU Energy, then TXU Energy is your REP. Thank you for letting us serve you.
10. Can I switch to TXU Energy from a municipal electric utility?
Probably not. Though electric deregulation in Texas offers customers the choice of retail electric providers, most municipal electric utilities have not opted to participate in electric competition. Please contact your municipal electric utility for more information.
11. Can I switch to TXU Energy from an electric cooperative?
Probably not. Most electric cooperatives (also called co-ops) in Texas have opted not to participate in electric competition. For more information, please contact your electric cooperative.
12. What energy sources does TXU Energy use?
TXU Energy purchases power generated from a variety of sources including natural gas, coal, nuclear and renewable sources such as wind.
13. How do I read my electric meter?
Learn how to read your electric meter at Reading Your Meter.
14. How do I get my electric meter read again?
Many people think their meter may have been read wrong when their electric bill is higher than expected. If your bill has increased significantly, the likely reason is hotter or cooler outside temperatures causing your heating or cooling system to operate longer than usual. However, if you are fairly certain that your meter has been read incorrectly, you can request a special meter reading. Your local Transmission and Distribution Service Provider (TDSP) will charge a fee for this service. If this special meter read shows your meter was read incorrectly, this cost will be removed at the next billing cycle. You can also read your own meter. Take your last bill and find the Current Meter Reading. Read your meter (learn how to do this by going to Reading Your Meter), and if your reading is lower than the current meter reading, your meter may have been read incorrectly.
15. What is the Electricity Facts Label?
The Electricity Facts Label is part of your Terms of Service Agreement and provides you with pricing, contract, fuel mix and emissions information. TXU Energy provides this information to new customers after their enrollment. You can also view it by accessing TXU Energy MyAccount.
16. What is a kilowatt-hour or kWh?
A kilowatt-hour (kWh) is a unit of measurement for electric energy. Most electric rates are priced by the kWh. By knowing your kWh usage and your cost per kWh, you can calculate the cost of operating electric equipment.
Here's an example: If your air conditioner consumes 2 kW, and it operates on a hot summer day for 16 hours, then your air conditioner used 32 kWh that day. If your rate is 10 cents per kWh, then your cost of operating your air conditioner was $3.20 (32 kWh X $0.10 per kWh) for the day.
17. What is the TDSP Meter Surcharge? (applicable in Oncor and CenterPoint service areas)
The TDSP Meter Surcharge is a monthly fee passed on by your utility company in order to provide electricity customers with new, technologically-advanced electric meters (also called "smart meters"). It is a Public Utility Commission-approved fee that is passed on to you through your retail electric provider. You may also hear this fee referred to as part of the Advanced Meter System Program. Click here to learn more.
18. Who do I contact if I need to dig on my property?
Before digging on your property, please call the Texas One-Call Center (also known as DIGTESS) toll free at 1-800-344-8377.
It is advisable to call at least two business days before you plan to begin digging. TXU Energy is not affiliated with DIGTESS. We provide this information for the safety and convenience of our customers.
Electric cable, gas lines, water lines and wastewater lines could all be present under your property. Hitting these lines could result in injury, property damage or pollution of the environment. The Texas One-Call Center will assist you in choosing a safe site for your excavation activities.
19. Do you have any job openings?
Click here to search for open positions with Energy Future Holdings and TXU Energy.
1. When will I receive my first bill?
If you have switched to TXU Energy from another service provider, the switching process is controlled by the Electric Reliability Council of Texas (ERCOT). Currently, it takes approximately 15 to 45 days to perform the final meter reading for your previous provider and initiate your service with TXU Energy. After your account is switched to TXU Energy, your usage from that point forward will be billed at the TXU Energy rate, and you will receive your first bill approximately 30 days later.
If you have transferred your account to a new address within a TXU Energy service area, your new service will be billed approximately 30 days later.
If you have initiated new service with TXU Energy (for example, after moving into a TXU Energy service area from another state), your service will be billed approximately 30 days after your initial meter read.
Typically, at least sixteen (16) days from the date of issuance are allowed for us to receive your payment. The payment due date will be printed on the bill.
2. How do I make a payment?
The quickest and easiest way to make a payment is to log on to TXU Energy MyAccount which allows you to make a payment online using your debit card, Visa or MasterCard credit card or electronic check.
If you do not have TXU Energy MyAccount, you can use TXU Energy Express Pay to pay your bill with a Visa or MasterCard credit card. TXU Energy Express Pay does not allow payment via electronic check.
To find a payment center near you and pay in person, visit our Payment Center Locator. Just enter your zip code and our locator system will provide you with a list of locations where you may pay your bill in person with cash, a check or a money order.
3. How do I make a payment by phone?
To pay by debit card, Visa or MasterCard credit cards and electronic check only, call 1-800-818-6132. For a complete listing of TXU Energy phone numbers, please click here.
4. Which credit cards do you accept?
TXU Energy accepts Visa and MasterCard credit cards.
5. Is payment by credit card free?
Yes, credit card payments are offered by TXU Energy free of charge to our customers. You can choose to pay your bill by credit card, debit card or electronic check for no additional charge by using the automated payment system when calling TXU Energy or by using TXU Energy Express Pay or TXU Energy MyAccount (if you are enrolled in TXU Energy MyAccount under Billing Options).
However, a convenience fee of up to $3.95 may apply should you choose to utilize a TXU Energy customer care representative to assist you with making a payment by credit card, debit card or electronic check instead of using our automated telephone service or paying online.
6. How much time should I allow for credit card payments to be posted?
If you are a TXU Energy MyAccount customer, please schedule your payment at least four business days prior to your due date. For customers using TXU Energy Express Pay: Transactions made by 5:00 p.m. Monday-Friday (except holidays) will be posted to your TXU Energy account the next business day. Payments made after 5:00 p.m. weekdays or on a Saturday, Sunday or holiday will be posted within two business days.
7. Can I be sure that my credit card number and other personal information are secure?
TXU Energy uses Secure Socket Layer (SSL) and Private Communication Technology security standards that are supported by Microsoft Internet Explorer 6.0 and Firefox 3.0 or later. SSL encodes your personal information such as your password, address and phone number, and your credit card number at 128-bit encryption, so information cannot be read while traveling over the Internet. This encryption technology is designed to maintain the confidentiality of information transmitted through the TXU Energy website. For more information with respect to how TXU Energy secures your information, please refer to our Privacy Statement.
8. What do all the terms mean on my electric bill?
Bill Glossary will help explain what the terms on your electric bill mean.
9. How is my electric bill calculated?
Basically, your electric bill is calculated based on the amount of energy (expressed in kilowatt-hours or kWh) used in your billing cycle times the cost of energy. Our bill glossary can provide you with more explanation about your TXU Energy bill.
10. How do I know if my electric bill is estimated?
If your electric bill was issued based on estimated usage, this fact will be stated on your bill.
11. What are non-recurring charges?
Non-recurring charges are charges from your local electric distribution company (example: Oncor, CenterPoint, AEP) and may include such items as a new service initiation fee, a connection fee, a disconnection fee, or a meter reading fee if you requested that your meter be read outside of your normal billing cycle. These charges are not from TXU Energy, and they are listed separately from the electricity charges on your monthly electric bill.
12. How do I get the billing history for my account?
TXU Energy MyAccount also provides you the capability to view your billing history online, and if you choose, to pay your TXU Energy bill online. If you just need to know what you currently owe, you can quickly check your electric account balance online.
13. How do I get a duplicate copy of my bill?
If you just need to know your account balance so you can make a payment, you can quickly check your electric account balance online by logging on to TXU Energy MyAccount. You can also access a PDF version of your bill.
14. How do I dispute the amount on my bill?
Is your bill higher than you expected? Most of the time a higher bill is due to air conditioning or heating systems operating longer due to hotter or cooler weather. If you think neither of these reasons are factors, you will need to contact us by phone at 1-800-818-6132 to resolve your issue.
15. When is my bill due?
If you receive a bill in the mail, your statement will have the due date printed on it. If you are a TXU Energy MyAccount customer, this information is on the TXU Energy MyAccount page.
16. What is the TXU Energy Recurring Payment Program?
The TXU Energy Recurring Bill Payment Program is a free service that lets you pay your electric bill on the due date each month automatically using your ATM debit card, Visa credit card, Visa check card, MasterCard credit card, or MasterCard check card. We send your billing statement to you electronically two weeks in advance of its due date to ensure plenty of time to review it. Then, on the due date of your electric bill, the funds are charged to your ATM debit, Visa credit or check card, MasterCard credit or check card, or electronic check (ACH bank draft).
17. How do I enroll in the TXU Energy Recurring Payment Program?
It's easy to enroll in the TXU Energy Recurring Bill Payment Program. You can sign up 24 hours a day, 7 days a week with secure Online Registration. You must enroll at least four days before your due date for your account to be drafted.
Go to TXU Energy MyAccount Sign-In at the right-hand side of the page and enroll if you are not already a TXU Energy MyAccount customer. If you are enrolling in TXU Energy MyAccount, you will need your TXU Energy account number and the associated zip code. The account number can be found on your paper bill for easy reference.
Enter your full name, home and work telephone numbers and social security number. Create a user name and password that you can easily remember and provide your email address.
Once you have logged on to TXU Energy MyAccount, just click the Pay Bill button and then choose the TXU Energy Recurring Bill Payment Program option to follow the enrollment instructions. You will need the card number, card expiration date and zip code from the card billing address.
18. How do I know if I've been set up for the TXU Energy Recurring Payment Program?
Please remember, you must first be a TXU Energy MyAccount customer to enroll in the TXU Energy Recurring Payment Program. When you enrolled online in the TXU Energy Recurring Payment Program, you would have seen the Enrollment Confirmation screen stating that your enrollment was successful. You also would have received an email confirmation. If you do not remember, please log on to your TXU Energy MyAccount and review the customer summary page. This screen will inform you if your account is set up on recurring payments. If not, click the Pay Bill button to enroll in the TXU Energy Recurring Payment Program.
19. How much does the TXU Energy Recurring Payment Program cost?
TXU Energy offers the Recurring Payment Program at no cost to our customers. It is possible that you could see a pending $1.00 charge to your card on the same day of the transaction, but it will not actually be charged to your card as it is simply a means of verifying that the card is valid.
20. Why am I required to be a TXU Energy MyAccount customer to participate in the TXU Energy Recurring Payment Program?
The TXU Energy Recurring Payment Program requires constant communication regarding bill amounts and add/updates/deletes. TXU Energy MyAccount functionality has the existing capability to manage these communications, allowing you to go to one place to view and manage your electronic bill presentment and payment opportunities. To set up recurring payments online, you must be a TXU Energy MyAccount customer.
You do have the option of also setting up recurring payments via our call center by calling 1-800-818-6132.
21. If I transfer my service, will the TXU Energy Payment Program move with my new address?
When you call to transfer your service, ask the customer service representative if your account number will be changing. If your account number is going to change, you will need to set up a new account. Just go to txu.com and log on to TXU Energy MyAccount and then go to the Profile page. Next, choose the account you would like to enroll and follow the online instructions to add your new account number.
22. If I've signed up for the TXU Energy Recurring Payment Program, who do I contact regarding a question on my bill?
As a TXU Energy Recurring Payment Program customer, you will continue to contact TXU Energy as you have in the past. You may contact us by phone or e-mail 24 hours a day, seven days a week.
23. How do I change the credit card I'm using for the TXU Energy Recurring Payment Program?
You will need to log on to your TXU Energy MyAccount with your user name and password. Then:
1. Click the Recurring Payments tab.
2. Review your enrollment information and click Edit Information.
3. You will be taken to the Account Information screen where you can edit the credit card information and click Continue.
4. You will then see the Enrollment Confirmation screen stating that your updates have successfully been completed. You will also receive an email confirmation.
24. What credit cards are acceptable with the TXU Energy Recurring Payment Program?
TXU Energy accepts Visa and MasterCard credit cards.
25. What should I do if I receive an email stating that my recurring payment was unsuccessful?
We recommend that you contact your financial institution or credit card company ? whichever is applicable to resolve the situation ? and contact us immediately by phone at 1-800-818-6132 to make alternative payment arrangements.
The quickest and easiest way to make a one-time payment is through TXU Energy MyAccount, using an ATM debit card, electronic check, Visa credit card, Visa check card, MasterCard credit card or MasterCard check card. You may use this same service over the phone by calling 1-800-818-6132.
26. What type of email messages will I receive when I use the TXU Energy Recurring Payment Program?
You will first receive an enrollment confirmation message that states you have successfully enrolled in the TXU Energy Recurring Payment Program. You will have the option to receive email messages when your payment has processed successfully. You may modify this option at any time while in the program. You will receive an email message if your payment has failed and to contact your financial institution to resolve the matter. You should contact TXU Energy at 1-800-818-6132 immediately for additional information and to make alternative payment arrangements. You will also receive an email message if your enrollment has been cancelled.
27. What if I'm enrolled in the TXU Energy Recurring Payment Program and I don't have enough funds available on the due date?
If the funds are not available on due date, then re-presentment of the charges will be processed the following day. A late payment fee and collection actions are possible if the payment is not authorized on the due date. If the payment is not authorized when re-presentment occurs the day after the due date, you will receive an email message advising you to contact your financial institution to resolve the situation and to contact us immediately by phone at 1-800-818-6132 to make alternative payment arrangements. TXU Energy reserves the right to discontinue the TXU Energy Recurring Payment Program if re-presentment occurs with no payment authorized on two or more occasions within a 12 month period. To sign up for recurring payments, log on to your TXU Energy MyAccount or create a new online account if you don't already have one.
28. How do I cancel my enrollment in the TXU Energy Recurring Payment Program?
Log on to your TXU Energy MyAccount and proceed to the Customer Summary page. Next, click the Recurring Payments tab. You will be taken to the Edit/Cancel screen where you can choose the Cancel button. You will need to cancel two days prior to the due date in order for the cancellation to be in effect or the financial transaction will be completed.
29. How can I stop my electric service from being disconnected?
If you have received a disconnection notice, you must pay your total balance and/or deposit to keep your electric service from being interrupted, or make alternative payment arrangements (if available). The quickest and easiest way to make a payment is to log on to your TXU Energy MyAccount which allows you to make a payment online using your debit card, Visa or MasterCard credit card or an electronic check. You can use this same service over the phone by calling 1-800-818-6132.
You can also make your payment at a nearby authorized payment location and call TXU Energy customer service to notify them that payment has been made.
30. What is the connection fee on my bill?
The connection fee (or account initiation charge) on your bill is a one-time administrative fee charged by your local Transmission and Distribution Service Provider (TDSP), not TXU Energy.
For example, if you live in Houston and choose to switch to TXU Energy, the local TDSP (CenterPoint) assesses a nominal one-time administrative fee.
31. I didn't receive my bill. What do I do?
If you recently switched to TXU Energy, your first bill from us may take up to 45-60 days to reach you. If you haven't received your bill in this timeframe, please call us at 1-800-818-6132.
Most existing customers are able to view their current amount owed online without signing up for TXU Energy MyAccount. This view does not provide your detailed billing information, but you will see how much you currently owe. After viewing your account balance, you can make a payment online. The account balance feature is not yet available for all areas. If you are unable to view your balance online, you will need to phone us at 1-800-818-6132 to get your balance owed.
32. I switched to TXU Energy. Why did I receive a bill from my old electric service provider?
Because all switches must go through ERCOT (a state agency that prevents electric customers from being unknowingly switched), it takes approximately 45-60 days from the day you enroll with TXU Energy to the time you receive your first TXU Energy bill. During that time, you may still receive a final bill from your old electric service provider closing your account with them.
33. Why is my electric usage so high?
Electric heating and air conditioning equipment are usually the single biggest components impacting energy use. The more these systems operate the more energy they consume. Higher outside temperatures and/or humidity in the summer can significantly increase how long your air conditioner operates, and thus your electric usage. In the winter, colder temperatures mean your electric heat operates longer. New equipment can also increase electric usage. Something small, like a TV, won't have much impact, but you will notice higher usage with a new pool or hot tub.
The thermostat is an often overlooked piece of equipment that can lower energy usage and save you money. Raising the thermostat in the winter, to make it warmer, and lowering the thermostat in the summer, to make it cooler, will dramatically increase energy use.
34. How do I find ways to save on my electric bill?
A great way to receive money-saving recommendations is to take our free online energy analysis using our TXU Energy Home Energy Advisor. You'll be asked to provide some information about your home. Based on that information you'll receive an analysis of your energy usage as well as personalized recommendations to help you save up to 20% on your electric bill.
Another free and easy way to save on electricity is to change your old TXU Energy plan to one of our new plans that are now available. You could lower your electricity rate automatically just by changing your plan. Click here and start saving today.
1. What is TXU Energy MyAccount?
TXU Energy MyAccount is a free service that allows you to view your TXU Energy bills online anytime, anyplace. With TXU Energy MyAccount you can also view your payment history and print copies of your bills.
Please have the following information available to register:
- TXU Energy account number(s) and the associated zip code(s).
- Your full name, home and work telephone numbers, birth date, and email address.
- A user name and password that you can easily remember.
- If you choose to pay via Recurring Bank Draft: Your American Bankers Association (ABA) bank routing number and account number from which you want your payments automatically deducted. These numbers are found at the bottom of your check.
- If you choose to pay by Visa or MasterCard credit card: Your credit card number, the billing name as it appears on your credit card, the card expiration date and billing address zip code for that credit card.
Sign up for TXU Energy MyAccount for free today.
2. How do I update my account information online, like my mailing address or phone number?
You can update your mailing address, phone number, or email address online by logging on to TXU Energy MyAccount. After logging on, select the Profile screen. The Customer Info tab allows you to update your account information.
To set-up your TXU Energy MyAccount, select New User in the TXU Energy MyAccount Sign-In box on the right-hand side of this page and follow the simple steps. This 24/7 service allows you to view and pay your TXU Energy bills online.
3. How can I check my account balance online?
You can check your account balance online by logging on to your TXU Energy MyAccount. It will be displayed upon successful log-on.
4. When is my bill due?
If you receive a bill in the mail, your statement will have the due date printed on it. If you are a TXU Energy MyAccount customer, this information is on the TXU Energy MyAccount page.
5. How do I get the billing history for my account?
TXU Energy MyAccount also provides you the capability to view your billing history online, and if you choose, to pay your TXU Energy bill online. If you just need to know what you currently owe, you can quickly check your electric account balance online.
6. How do I close my TXU Energy account?
If you are moving to a new address within a TXU Energy service area, call 1-800-818-6132 and a customer care representative will assist you.
If you are switching to TXU Energy from another electric service provider, click here to sign up for service. Your current electric provider will be contacted about the switch so you will not need to call them. It's easy to switch to TXU Energy online or you can call 1-800-818-6132.
If you are switching from TXU Energy to another electric service provider, or disconnecting your electric service for another reason (for example, moving out of Texas), and need to close your account, please call 1-800-818-6132.
7. Will my old username and password work on the redesigned site?
Yes, if you were an E-Bill customer on the old site, your username and password will work when you log on to TXU Energy MyAccount. However, please remember that your password is case sensitive for security purposes (your username is not case sensitive). In some cases, there may be security questions to confirm ownership of your account.
8. I am attempting to retrieve my lost password. Why are you asking me for my Social Security and Driver's License number?
This is the security information you provided when you signed up for service with TXU Energy. We want to ensure the information in your TXU Energy MyAccount remains secure.
TXU Energy uses Secure Socket Layer (SSL) and Private Communication Technology security standards that are supported by Microsoft Internet Explorer 6.0 and Firefox 3.0 or later. SSL encodes your personal information at 128-bit encryption, so information cannot be read while traveling over the Internet.
9. I am having trouble logging on. Why does the home page reload every time I enter my username and password?
We apologize for this inconvenience. We are aware that this issue is affecting a small portion of customers and we are in the process of correcting it. We expect the issue to be resolved in the next week.
10. I cannot log on to TXU Energy MyAccount and I am worried about paying my bill on time. What should I do?
You have two additional methods for paying your bill outside of TXU Energy MyAccount. The first is TXU Energy Express Pay. You can also make a payment via our automated phone system by calling 1-800-818-6132.
11. I signed up for recurring payments on the old site. Will it transfer to TXU Energy MyAccount?
Yes, if you set up recurring payments on the old site, this information transferred to TXU Energy MyAccount. Please log on to your account, and click the recurring payments link on the Account Summary page to view your information.
This payment information should also appear in your payment methods labeled as ?Card Payment Method 1.?
12. I cannot view my bill online. What do I do?
We apologize for this inconvenience. Electronic versions of bills are still in the process of loading into the new system for some customers and will be available in the coming days.
13. How do I obtain my new account number?
Our systems upgrade created new account numbers for all customers. You will see the new account number on your next statement. However, your old account number will continue to work indefinitely. If you have set up automatic bill pay through your bank, the payment will still reach your new account number. However, it is highly recommended that when you receive your new account number, you update any automatic bill pay systems you may use.
1. How do I contact TXU Energy?
TXU Energy customers can now manage many of their account needs online. New self-service features are continually added to txu.com so that you don't have to wait on the phone. Go to the Customer Service page to see what is available.
Of course, you can always reach us by phone. For your convenience, Contact Us provides a complete listing of TXU Energy phone numbers.
2. What is TXU Energy's mailing address?
TXU Energy
P.O. Box 650764
Dallas, TX 75265-0764
3. How do I report a power outage?
Please call 1-800-233-2133. Our outage reporting system will record and report your outage. You can also report a power line down using this phone number. 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.
4. How do I report a street light out?
Please call 1-800-233-2133 and provide the city and approximate street address when you call.
5. Who can I talk to about life support needs?
If you or a member of your household has a physical condition that makes availability of your electric service necessary for survival, please call us at 1-800-818-6132.
Of course, if electricity is a life sustaining necessity, you should always have a contingency plan in the event of an electric outage.
6. How do I switch to TXU Energy?
Please review our rates in your area and sign up online. Or, you can reach us toll-free by phone 24 hours a day, seven days a week at 1-800-818-6132.
7. Can I switch to TXU Energy if I rent?
Absolutely! It's easy to switch your electric service to TXU Energy. Sign up with TXU Energy online now. Or, you may reach us by phone toll-free at 1-800-818-6132.
8. How do I transfer my electric service?
It's easy to transfer your TXU Energy account to a new address without any interruption in service. Your fastest option is to transfer online. Or, you can reach us by phone at 1-800-818-6132.
9. How can I stop my electric service from being disconnected?
If you have received a disconnection notice, you must pay your total balance and/or deposit to keep your electric service from being interrupted, or make alternative payment arrangements (if available). The quickest and easiest way to make a payment is to use TXU Energy Express Pay. You can also log on to TXU Energy MyAccount which allows you to make a payment online using your debit card, Visa or MasterCard credit card or an electronic check. You can use this same service over the phone by calling 1-800-818-6132.
You can also make your payment at a nearby authorized payment location and call TXU Energy customer service to notify them that payment has been made.
10. How do I obtain a Payment History Letter?
If you have been asked to provide TXU Energy with a Payment History Letter, please contact your previous electric service provider to request this document. If you need a Payment History Letter from TXU Energy, please call 1-800-818-6132.
11. What is TXU Energy's privacy policy?
TXU Energy respects your right to privacy and recognizes our responsibility to protect the confidentiality of your proprietary customer information. To learn more, our complete Privacy Statement is available online.
12. Why is my electric usage so high?
Electric heating and air conditioning equipment are usually the single biggest components impacting energy use. The more these systems operate the more energy they consume. Higher outside temperatures and/or humidity in the summer can significantly increase how long your air conditioner operates, and thus your electric usage. In the winter, colder temperatures mean your electric heat operates longer. New equipment can also increase electric usage. Something small, like a TV, won't have much impact, but you will notice higher usage with a new pool or hot tub.
The thermostat is an often overlooked piece of equipment that can lower energy usage and save you money. Raising the thermostat in the winter, to make it warmer, and lowering the thermostat in the summer, to make it cooler, will dramatically increase energy use.
13. How do I find ways to save on my electric bill?
A great way to receive money-saving recommendations is to take our free online energy analysis using our TXU Energy Home Energy Advisor. You'll be asked to provide some information about your home. Based on that information you'll receive an analysis of your energy usage as well as personalized recommendations to help you save up to 20% on your electric bill.
Another free and easy way to save on electricity is to change your old TXU Energy plan to one of our new plans that are now available. You could lower your electricity rate automatically just by changing your plan. Click here and start saving today.
14. I didn't receive my bill. What do I do?
If you recently switched to TXU Energy, your first bill from us may take up to 45-60 days to reach you. If you haven't received your bill in this timeframe, please call us at 1-800-818-6132.
Most existing customers are able to view their current amount owed online without signing up for TXU Energy MyAccount. This view does not provide your detailed billing information, but you will see how much you currently owe. After viewing your account balance, you can make a payment online. The account balance feature is not yet available for all areas. If you are unable to view your balance online, you will need to phone us at 1-800-818-6132 to get your balance owed.
