TXU Energy recognizes that fraud/ identity theft continues to be one of the fastest growing crimes in the U.S. We have and will continue to work with federal, state and local law enforcement to prosecute perpetrators of identity theft.

If you believe you may be a victim of identity theft or fraud, there are resources available to help guide you through what can become an overwhelming process. TXU Energy understands the challenges of dealing with these issues, and we are committed to working with you to investigate and bring your concerns to resolution in a timely manner. Our goal is to make sure every experience you have with TXU Energy is as positive as possible – even in the midst of a difficult situation.

Getting Started: Contact the TXU Energy Fraud Department:

If you believe you are a victim of utility fraud in which your identity has been used to establish an account with our company, please contact us by:

  • Sending an email to fraudgroup@txu.com; or
  • Calling 1-877-460-7060 Monday through Friday, between 8 a.m. and 5 p.m.

To report a problem outside of these hours, TXU Energy’s responsive, knowledgeable customer care consultants are available 24 hours a day, 7 days a week at 1-800-818-6132, and can take down all relevant information and pass it onto our Fraud Prevention Team. Our goal is to respond to all inquiries within one business day.

Precautions to Protect Yourself from Further Harm:

Two very important actions are required to protect victims of fraud and identity theft from further harm:

  • Step 1: Report the fraudulent activity to your local police department by completing a police report. Be sure to request a copy of the report for your own records.

  • Step 2: Contact the three major credit reporting bureaus (www.annualcreditreport.com) to file a fraud alert. A fraud alert will significantly reduce the likelihood of further fraudulent activity by requiring companies to call you to verify your identity before issuing additional credit or establishing new accounts in your name. The alert is free and lasts for 90 days.

Credit Bureau Contact Information to Place Fraud Alert:

Information about Fraud Alerts:

An initial fraud alert stays in your credit file for a minimum of 90 days. An extended alert, also known as a victim statement, remains in your file for seven years. To establish either of these alerts, a consumer credit reporting company (credit bureau) will require you to provide appropriate proof of identity, which may include your Social Security number. If you ask for an extended alert, you will have to provide an identity theft report. An identity theft report includes a copy of a report you have filed with a federal, state or local law enforcement agency.

How to File a Dispute with TXU Energy:

Dealing with fraud is challenging. Our goal is to work with you to investigate a dispute and bring it to a resolution in a timely manner. Be assured that our dedicated team is focused on resolving your issue as quickly as possible. To do this, however, we will need some assistance from you. Specifically, we will need the following items to investigate your claim:

  • Copy of Police Report or affidavit (please name the person that stole ID, if known).
  • Copy of Fraud/ID Theft Affidavit (notarized; form available at identitytheft.gov).

Additional documentation (e.g., copies of your Social Security card, driver’s license/ID Card, lease agreements, mortgage statements or utility bills), if available and relevant, may also be helpful. Note that the item(s) above should reflect the dates of the disputed time period, as applicable.

Providing any/all of this documentation to TXU Energy will aid our representatives in the investigation process. We request this information because, without it, our investigation could be delayed or hindered.

If available, please fax the item(s) above to 972-556-6111; email them to fraudgroup@txu.com, or mail them:

TXU Energy - Attn: Collections Correspondence
P.O. Box 666565
Dallas, TX 75266-6565