Provider of Last Resort (POLR) Customers

We’re here to make this unexpected change as easy as possible for you, especially as Texans continue to recover from the state’s winter weather emergency.

These Frequently Asked Questions (FAQs) should help you find the information, assistance and resources you need. You can also call us anytime at 844-359-1876. Our team of customer advocates is here for you 24/7.


Your electricity plan

If you haven't already, you'll soon receive a letter from us with information about your account and current month-to-month plan. This competitively-priced plan is intended to be a temporary safety net so you don’t experience interruptions in service.

Call one of our residential customer advocates at 844-359-1876 for help finding the best plan for you, including a longer-term, price-protected rate. You can also go here to view available plans.

You'll find our rates to be some of the most competitive in Texas, which will keep you insulated from extreme volatility in the wholesale market and give you peace of mind.




Frequently Asked Questions

If you’re a business customer, you can find additional information and contacts below.

  • Why has my service been transferred to TXU Energy?

    Your provider is no longer offering service in Texas – the recent extreme weather events and power prices made it challenging for some energy providers to stay in business. When this happens, we help make sure you’re taken care of so you have service. The Public Utility Commission of Texas refers to this as being your Provider of Last Resort (POLR). POLR providers are typically larger, financially stable energy providers with a proven track record of serving customers on a wide scale. TXU Energy is a long-standing and trusted provider that’s committed to supporting your needs 24/7.

  • What do I need to know about my service with TXU Energy?

    We sent you a letter containing your service start date and the Electricity Facts Label (EFL) of your current month-to-month plan with more details. Please call us anytime at 844-359-1876 or choose a new plan online in a few simple steps. We're standing by to help find the best option for you.

  • I had a deposit with my provider. How do I get it back?

    Your deposit should be returned to you with interest within 7 days of your last meter read date with your previous provider as a credit on your final bill. If your deposit is greater than your final bill amount, your provider should return the balance to you. If after 7 days your deposit hasn’t been credited or returned, we recommend calling the PUC at 512-936-7000. They’re open 8 a.m. to 5 p.m. Monday to Friday.

  • Will I have a deposit with TXU Energy?

    Deposits won’t be due in most cases, but you’ll receive a separate notice from us if one is needed. Deposits can also be waived or reduced in certain circumstances. Deposit requirements could change if you choose a different provider.

  • I paid my bill automatically every month. Will that carry over?

    Unfortunately, no – we don't receive that type of information. But it’s easy to set up an online account with us and download our app, where you can turn on AutoPay, paperless billing and other helpful features like budget alerts. All you'll need is your TXU Energy account number. You can also call us anytime at 844-359-1876 and we’ll help. Our app also offers an easy way to keep tabs on your usage anytime.

  • When can I expect my first bill from TXU Energy?

    Your billing cycle is determined by your meter read date. While your provider has changed, your Transmission and Distribution Utility (TDU) is the same and will continue to read your meter about every 28-32 days. Your first bill from us should arrive around the same time of the month you usually received one from your previous provider.

    You can easily pay your bill online, over the phone, by mail or in person at any convenient payment location.

  • I am a Critical Care customer. Did my Critical Care status carryover to TXU Energy?

    Yes, that information was passed to us and is reflected in your account. We know how important your critical care status is. Please call us anytime at 844-359-1876 if you have additional questions about your status.

  • I'm a business customer. Who can I reach out to for support?

    Our dedicated business specialists are ready to help you. If you're a small to medium business customer, please call 833-676-1632 from 7 a.m. to 7 p.m. Monday to Friday and 8 a.m. to 5 p.m. Saturday.

    If you're a large business customer or a broker, please call 833-676-1631 from 8 a.m. to 6 p.m. Monday to Friday.

  • I had multiple commercial accounts previously. Can I set them all up under one contract?

    Yes, please reach out to our Account Service Management team at 833-676-1631 so we can help get these accounts set up to your preference.