The Scam: TXU Energy is aware of a recent caller ID spoofing scam. Caller identification, or “Caller ID” technology, allows you to identify a caller before you answer the telephone. However, caller ID service is subject to fraud through a scam known as “spoofing,” whereby fraudsters can falsify the telephone number and/or name displayed on a customer’s caller ID to disguise the identity of the caller. Fraudsters are utilizing “spoofing” to convince customers that TXU Energy is the true caller, and scam the victim.

The Method: Phone Call

What Happens: While TXU Energy may contact customers or former customers by phone and email for various reasons, including the collection of delinquent balances, TXU Energy will never:

  • Ask you to purchase a prepaid card and call back with the information in order to pay an outstanding or delinquent balance.
  • Ask for you to provide personal information in an email.
  • Perform door-to-door collections at your residence or place of business.

The TXU Energy Commitment: Please know that these types of phone calls are NOT from TXU Energy. TXU Energy is dedicated to protecting your information. We want our customers to be informed about these situations in order to avoid being exposed to financial risk if they follow the instructions of the phony collection “agent.”

TXU Energy has a dedicated Fraud Prevention Team. This team’s mission, every day, is to combat energy fraud and, when fraud is identified, to protect any current or future customers. For more information on how TXU Energy protects you from fraud, learn about our promise to consumers.

Protect Yourself: TXU Energy recommends taking the following precautions to protect your information:

  • Don’t give out personal information in response to an incoming call.
  • If you get an inquiry from a company seeking personal information, don’t provide it. Instead, hang up and call us at the phone number on your account statement, in the phone book, or on our website.
  • Report suspicious activity promptly to Customer Care, TXU Energy’s Fraud Hotline or the police. You can reach the Fraud Hotline at 1-877-460-7060, or by emailing, or the Customer Care Center at 1-800-818-6132, 24 hours per day, seven days a week.
  • Collect as many details as possible related to a suspicious call, such as the dialogue, the phone number from which they were contacted and the date of the event.