PRODUCT/PLAN

1. What is TXU Energy FlexPowerSM?
TXU Energy FlexPowerSM is a new way to purchase electricity. With TXU Energy FlexPowerSM, you pay for electricity as you go. There are no monthly bills or due dates – simply pay for as much power as you need, when you need it. Best of all, there’s no deposit and no contract.
Basically it works like this: you put money toward your balance, and when your balance gets low, we’ll send you an alert. The email or text message (depending on your preference) will let you know your balance amount and how many days of estimated electricity usage you have left. You can then make payments at any time online, through our automated system at 1-800-818-6132, or at authorized payment locations conveniently located near you. If your balance ever runs out, you can add more funds to your account and can usually be reconnected in just a few hours. It’s that simple. You buy the energy you need, when you need it. No more high bills you weren’t expecting. You’re in control.
In addition, with our optional AutoRecharge feature there’s no need to worry about when you need to make payments. You can preset a Recharge Balance level that you want your account to stay above, and when your account balance drops to your Recharge Balance, a payment will automatically be drafted for the amount you choose.

2. How does TXU Energy FlexPowerSM work?
With TXU Energy FlexPowerSM, you pay for electricity in advance by adding money to your account. Your account balance goes down as you use electricity. We let you know when your balance gets low, and you control when to add more funds to your balance. All you have to do is maintain a balance at or above $0. If your balance falls below $0, your service may be interrupted. Because our TXU Energy FlexPowerSM plan works with your AMS meter (smart meter), your service can be reconnected in just a few hours once you re-establish an account balance of at least $50. This ensures you will have at least a few days of service after you are reconnected.
When you sign up for TXU Energy FlexPowerSM, we’ll ask you how you prefer to hear from us. By text message or email, we’ll keep you up to date on your account balance. Plus, you can go online anytime to review your account.

3. Why would someone want TXU Energy FlexPowerSM?
There are many benefits to TXU Energy FlexPowerSM. They include:

  • No contract or cancellation fees.
  • No deposit.
  • You can pay in small amounts as often as you want.
  • No late fees.
  • No monthly bill.
  • You can see how much you use each hour, day and even month.
  • You can pay online, by phone, or at many authorized convenient payment centers all over Texas.
  • You can pay by cash or debit/credit card at authorized payment centers or debit/credit card online.
  • We will send you a low balance alert at least one to seven days before your account balance is expected to fall below $0.
  • If your power is interrupted because of an account balance below $0, it will usually take only a few hours to reconnect you once you re-establish an account balance of at least $50 in your TXU Energy FlexPowerSM account.

Note: TXU Energy strongly recommends that you have at least $50 on your account balance each day to avoid an unexpected interruption.

4. What is the difference between TXU Energy FlexPowerSM and the other products you offer?
TXU Energy FlexPowerSM allows you to have more control over your electricity. You can see your usage daily and understand your balance more often than once a month. Plus, you can make convenient payments on a schedule that fits your needs instead of once a month. For example, if you get paid once a week or every two weeks, you might want to add to your electricity account at that time, too.
We provide multiple product options so that each customer can find a product that fits their personal needs. All of our products are competitively priced and offer unique benefits. You decide which product is right for you. Visit txu.com for more information on all of our products.

5. What is AutoRecharge and how does it work?
AutoRecharge is a special service offered exclusively to our TXU Energy FlexPowerSM customers to make prepaying your electricity service a snap. You set your Recharge Balance – a minimum amount that you don’t want your account to go below – and your Recharge Amount – how much you want to add to your account when you hit your Recharge Balance. When your current balance falls below your Recharge Balance, we’ll automatically draft your Recharge Amount from the credit/debit card of your choice and send you a reminder message informing you when your account has been recharged.

6. Will I receive an in-home monitoring device so I can see my balance?
At this time, we aren’t offering a device with TXU Energy FlexPowerSM, but we plan to add more options in the future. However, with TXU Energy FlexPowerSM, you can go online at anytime to see your current balance and estimated days of electricity usage remaining.

7. Am I eligible for this product?
You’re eligible for this product if you:

  • Live within the ONCOR, CenterPoint or AEP service territory.
  • Have a provisioned advanced meter (smart meter) installed by your Transmission and Distribution Utility (TDU). (Advanced meter must be installed and activated by your TDU).
  • Establish and maintain an active email or a SMS (text) capable phone number in order to communicate your current balance and important messages to you since these messages replace your regular monthly bill.

Please be aware that customers who are designated as a critical care residential customer or a chronic condition residential customer are not eligible.

8. What is the difference between a smart meter, AMS and advanced meter?
They all mean the same thing. AMS or smart meters allow your TDU to interact with your smart meter remotely. That way, they can get near real-time electricity usage information without ever sending a technician to your house to read your meter. Plus, smart meters allow your TDU to reconnect your service usually within just a few hours. You must have a fully-functioning and activated smart meter to sign up for TXU Energy FlexPowerSM.

9. How do I know if I have an advanced meter (smart meter)?
Call our Customer Service center at 1-800-818-6132 or go to txu.com and select the TXU Energy FlexPowerSM option from our pricing plans, and we’ll check our systems to see if your home has a provisioned AMS meter. If it hasn’t happened already, don’t worry—your Transmission and Distribution Utility (TDU) will be installing the smart meters at all homes in your service area over the next few years.

10. Is TXU Energy FlexPowerSM a renewable energy product?
No, TXU Energy FlexPowerSM is not considered a renewable plan, but it does contain 11% renewable content, in accordance with industry requirements.

PRICING

11. Can my price change?
Yes, the price can change, but because TXU Energy has made a commitment to its customers not to offer variable rate plans, we would notify you 14 days in advance of any price change.

ENROLLMENT

12. How do I enroll?
Call us at 1-800-818-6132 or go to txu.com to sign up today!

13. How soon will my prepaid electricity be on after I make my first payment?
You’ll need to make your first payment within 48 hours of signing up so that we can process your order. Once your order is submitted, your electricity service will start within three business days. You can pay by credit or debit card either online or through our automated system at 1-800-818-6132; or you can pay by cash at an authorized payment center. Sorry, but we don’t accept checks to start or pay for service on this plan.

Keep in mind that if you don’t make your first payment within 48 hours, your order cannot be processed, and you may have service interruption.

14. How much does it cost to enroll?
Currently, TXU Energy requires customers to begin their service with a Connection Balance of at least $50.00 in their TXU Energy FlexPowerSM account which helps pay for roughly the first 7 days of service. In addition, customers must pay for the TDU Move-In (MVI) Fee. The MVI fee is collected by your TDU to set up your service. Remember, you can put in more than $50.00 if you want. If past due balances owed by a customer are found during the sign-up process, those balances must be paid prior to setting up service.

15. How long do I have to pay after I sign up for prepay service?
You’ll need to make your first payment within 48 hours. Payments should be made by credit or debit card online or through our automated system at 1-800-818-6132, or by cash at an authorized payment center. Sorry, but we don’t accept checks to start or pay for service on this plan.
Keep in mind that if you don’t make your first payment within 48 hours, your order cannot be processed, and you may have service interruption.

16. I owe TXU Energy money on an old account. Can I still get TXU Energy FlexPowerSM?
You can still get TXU Energy FlexPowerSM, but you’ll need to pay any past due balances in full before we can start new service.

17. What if I change my mind? Can I cancel?
One of the great benefits of TXU Energy FlexPowerSM is that there is no long-term contract or cancellation fee, so if you find a TXU Energy plan that better fits your needs, you can take advantage of the new plan. Just make sure your FlexPower account balance does not fall below $0 until your new plan is effective.

18. Is there a deposit?
There’s no deposit. This is one of the many great benefits of signing up for TXU Energy FlexPowerSM.

19. Is there a minimum term length?
There’s no minimum term length for TXU Energy FlexPowerSM. See our Terms and Conditions for general terms required for all TXU Energy FlexPowerSM customers.

PAYMENTS

20. How do I pay?
You can pay by cash, debit card or credit card. Cash payments can be made at any of our authorized payment locations. Go to txu.com/payment locations for a complete listing. Credit and debit card payments can be made online at txu.com or via our automated system at 1-800-818-6132. You’ll need your account number to make all payments. Sorry, but we don’t currently accept electronic or paper checks for payment on TXU Energy FlexPowerSM. For worry-free service sign up for AutoRecharge. Just preset a Recharge Balance level that you want your account to stay above, and a Recharge Amount of how much you want to add to your account when you hit your recharge balance. When your account balance falls below your Recharge Balance, we’ll automatically draft your Recharge Amount from the credit/debit card of your choice.

21. What happens if I miss a payment?
You can’t “miss” a payment because you decide when you make your payments. However, if your account balance falls below $0, we may send a disconnection order to your TDU. TXU Energy recommends that you have at least $50.00 on your account balance at all times to avoid unexpected interruptions in your service.

22. How much money do I need for a day’s worth of power?
Because everyone uses electricity differently, your daily usage will differ from other customers. However, we estimate that a typical household will use between $4 and $9 per day including all charges. Apartments and larger homes may use less or more. TXU Energy recommends that you have at least $50.00 on your account balance each day to avoid unexpected service interruption.

23. Is there ever a minimum payment, like if I get disconnected?
Yes, if you are disconnected, you need re-establish a Connection Balance of at least $50.00 in your TXU Energy FlexPowerSM account to get reconnected. Please note that this amount doesn’t include applicable Transmission and Distribution Utility (TDU) move-in fees or any past due amounts owed to TXU Energy. Once your balance is back at $50 or higher, we’ll automatically send a request for your TDU to reconnect your service. Because this plan is only available to customers with an Advanced Meter, your service will usually be reconnected within just a few hours. Keep in mind, there may be charges that will continue to accumulate on your account, even if it falls below $0 and/or your power has been interrupted.

24. Is there a transaction fee for any of the payment types?
If you pay at an authorized pay location, the payment center may charge you a transaction fee. TXU Energy won’t charge you for any payments other than a $3.95 convenience fee for payments made with agent assistance. Remember, you can always make payments at no cost by using our automated system at 1-800-818-6132 or by paying online at txu.com.

25. What will happen if my debit/credit card is rejected?
If your debit/credit card or check payment is rejected, the payment will be reversed. Also, a $25 return payment charge will be deducted from your account balance.
Please remember that if the $25 returned payment charge causes your account balance falls below $0, TXU Energy may send a disconnection order to your TDU.

26. How do I pay online?
You can pay online with a credit card or debit card by going to txu.com. You will need your account login or your account number for our online Express Pay system if you’re making a one-time payment.
There are no fees for online payments.

ACCOUNT MAINTENANCE

27. How am I notified if my balance is low?
When you first sign up, you’ll be asked to establish an active communication method of either an email address or a text-message capable phone number, in order to receive important communications. When your balance is estimated to be below seven days of power remaining, we’ll send you an email or text message, depending on your preference.
Please note that if you ask us to send you standard text messages, you may be required to take additional actions to affirmatively opt-in to receiving these text messages by your wireless carrier and you may also be subject to standard text message charges from your wireless carrier.
For worry-free service, sign up for AutoRecharge. Just preset a Recharge Balance level that you want your account to stay above, and a Recharge Amount of how much you want to add to your account when you hit your Recharge Balance. When your account balance falls below your Recharge Balance, we’ll automatically draft your Recharge Amount from the credit/debit card of your choice.

28. How often will I be notified if my balance is low?
If your estimated days remaining are at seven or less days, we’ll send you a low balance alert to add funds to your balance. If you are disconnected, you will still receive daily notices to add funds to your account.

29. Can I receive more frequent communication?
At this time, we don’t offer the option of more frequent communication; however, detailed information about your prepaid account is available any time by logging on to your TXU Energy MyAccount. Please go to txu.com or call us at 1-800-818-6132 to make changes to your communication preferences.

30. Can I change the communication method I chose?
Yes, you can update your communication methods online at TXU.com or by calling us at 1-800-818-6132.

31. What types of information will be included in a balance update message?
Most messages will include your account balance in dollars as well as your estimated days of electricity service remaining. Detailed information about your usage can be found by logging on to your TXU Energy MyAccount.

32. Do these texts count against my cell phone plan?
Standard SMS text rates will apply daily on the contract you have with your cell phone provider. If you have questions regarding your text plan, please contact your wireless phone provider. TXU Energy doesn’t add any fees for texts that we send you.

33. Can I sign up for TXU Energy FlexPowerSM if I am Critical Care?
Because of the nature of prepaid electricity, TXU Energy doesn’t offer this plan to Critical Care customers.
If you become Critical Care after you’re on the plan, we’ll contact you about moving to a traditional service plan that is better suited for your situation.

34. What happens if my balance falls below $0?
If your account balance falls below $0.00, TXU Energy may send a disconnection order to your TDU. If you are disconnected, you need re-establish a balance of at least $50.00 in your TXU Energy FlexPowerSM account to get reconnected. Please note that this amount doesn’t include applicable Transmission and Distribution Utility (TDU) move-in fees or any past due amounts owed to TXU Energy. Once your balance is back at $50 or higher, we’ll automatically send a request for your TDU to reconnect your service. Because this plan is only available to customers with an advanced meter, your service will usually be reconnected within just a few hours. If you don’t reconnect your service within five days, TXU Energy will close your account. If this happens and you wish to get your service back on, you’ll need to contact us to establish new service, and all applicable sign up fees and terms will apply.

35. What if I am going out of town and want to have a low/zero balance while I’m gone?
Because you decide when to add funds to your balance, you can always view your balance online and keep it as low as you like. Keep in mind that a small daily charge and any applicable Transmission and Distribution Utility, Public Utility Commission of Texas, or government charges are deducted from your account on a daily basis, so you want to keep enough of a balance to account for those charges. TXU Energy recommends keeping at least a $50 balance on your account each day. Remember, if you allow your account balance to fall below $0, your service may be interrupted.

36. Will I be charged anything if I don’t use any electricity?
No matter what your usage is, your account will still be charged a daily charge along with any applicable TDU, PUCT and other approved government charges on a daily basis. Remember, your appliances and electronic devices use electricity, even when they’re turned off. So you may be using more electricity than you know.

37. Why haven’t I received a bill?
TXU Energy doesn’t send bills to customers on TXU Energy FlexPowerSM because you prepay for electricity. That means you decide when and how much you pay and manage the balance on your account.
If you’d like to see a history of your account, you can go to txu.com and review your previous months of payment and usage, or you can request a summary usage report be sent to you.

38. Can I swap between TXU Energy FlexPowerSM and other plans?
TXU Energy does allow customers to move between the TXU Energy FlexPowerSM plan and other plans we offer. Please note there are certain restrictions on plan changes. For details please contact our Customer Service center.

INTERRUPTION/RECONNECTION/POWER LOSS

39. If my service is interrupted, how long will it take to get my power back on?
Once your balance is back at $50 or higher, we’ll automatically send a request for your TDU to reconnect your service. Please note that this amount doesn’t include applicable Transmission and Distribution Utility (TDU) move-in fees or any past due amounts owed to TXU Energy. Because this plan is only available to customers with an Advanced Meter, your service will usually be reconnected within just a few hours, but restoration will depend on the capability of your local TDU.

40. Who do I call if my power goes out?
If your account balance is positive, you should call your TDU if you lose power.

ADVANCED METER (SMART METER)

41. What is an Advanced Meter (aka smart meter)?
An AMS or smart meter is more technologically advanced than a standard meter. It allows your TDU to get real-time electricity usage information from your home without sending a technician to read your meter. Plus, smart meters allow your TDU to reconnect your service remotely usually within just a few hours after a service disconnection. You must have a fully-functioning and activated smart meter to sign up for TXU Energy FlexPowerSM.

42. How can I get an Advanced Meter if I don’t have one?
Your TDU will be continuing to install Advanced Meters at all homes in their service area over the next few years. If you have any questions about when your TDU is installing these meters in your area, please contact your TDU directly.