The Scam: TXU Energy is aware of a phone scam regarding the collection of past due balances where the caller claims to be from an energy retailer or utility. In this scam, customers are told their power will be turned off immediately unless they purchase a prepaid card (such as a Green Dot card) and call back with the card number. Since a prepaid card is already funded, the scammer just needs the card number to access the funds. Alternately, the caller may simply demand immediate credit card payment via the phone to keep from turning off your power. Do not fall victim to either of these demands. Purchasing a prepaid card or providing the caller with any sort of account information will compromise your credit card or funds. There is no reason to provide this information in these cases because the caller is a “scammer,” who does not have the ability or authority to disconnect your electricity service.

The Method: Phone

What Happens: If you are a victim of this type of scam, you will most likely lose the dollar amount that is provided to the fraudulent caller. It is unlikely that you will be reimbursed, as the payment will most likely be done via debit or prepaid Green Dot card.

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 scammer collection “agent.” If your TXU Energy account was genuinely approaching disconnection due to an outstanding balance, you would have received a delinquent bill, followed by a disconnection notice, as well as an automated phone call reminder from TXU Energy.

Protect Yourself:

  • If you're unsure if a call is actually coming from TXU Energy (as scammers can often confuse your caller ID systems), please ask for the employee’s name, hang up and call TXU Energy at 1-800-818-6132 and ask for that employee. In such case, do not share your account number, banking information or other customer information if you cannot verify the caller as a TXU Energy employee.

  • 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 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 you were contacted and the date of the event.

  • Set a fraud alert via the credit bureaus.