The Scam: Some individuals have been able to obtain personal information via the phone, online or by going through your trash, and use this to set up fraudulent service accounts. In other situations, individuals will present themselves as representatives from a service provider company (wearing the company uniform or logo, etc.) and tell you they need to come into your home to perform a service such as checking a thermostat or meter, etc. When they are in your home they gather personal information via mail, trash, computers, checkbooks or any other sources with personal information.

The Method: Online/Phone/In person

What Happens: If you are a victim of a scam that uses identity theft to set up fraudulent services, the range of the impact it will have can vary. If you provided your Social Security Number, the likelihood for identity theft is greater and your credit report may be adversely impacted. You will also have the responsibility of recovering your identity, which can require a large time commitment and expense.

The TXU Energy Commitment: TXU Energy is dedicated to protecting you and your information. We want our customers to be informed about these situations in order to avoid being exposed to financial risk [Suspicious Phone Scam Alert] should they become victims of identity theft. For more information on what you can expect from TXU Energy representatives door-to-door, on the phone and online, please visit the TXU Energy Promise.

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, read about the TXU Energy Promise.

Protect Yourself:

  • If you're unsure if a call, email or person is truly from TXU Energy (as scammers can often confuse your caller ID systems), please ask for the representative’s name and call TXU Energy’s Fraud Hotline at 1-877-460-7060 or the Customer Care Center at 1-800-818-6132 to verify the contact’s authenticity. If an email looks questionable or “phishy” do not click on any links, instead, please call our Customer Care Center or email Do not share your account number, banking information or other customer information if you cannot verify the caller or person is a TXU Energy employee.

  • Report suspicious activity promptly to Customer Care, TXU Energy’s Fraud Hotline, or the police. You can reach TXU Energy’s Fraud Hotline at 1-877-460-7060 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 or person, such as the dialogue, the phone number from which they were contacted, the date of the event and license plate number.

  • Ensure all of your online passwords are unique and not easy to guess (birthday, pet’s name, etc.).

  • Do not click on any suspicious links contained within emails.

  • Set a fraud alert on your credit reports, and review the reports for signs of fraud.

  • Close the accounts that you know, or believe, have been tampered with or opened fraudulently.