Support for Your Questions or Complaints

Whether you have a question about your electricity bill, need to transfer your service or are looking to address a concern, we’re here to help. This guide walks you through the best ways to reach our customer support team, how to troubleshoot common account questions and steps to take for resolving a complaint.

Easy ways to reach TXU Energy Support

You’re our #1 priority, and we’re here for you 24/7 to help with anything you need.

How to contact us:

• By phone: 800-242-9113
• Live chat: Tap the chat icon at the bottom right of this page
• Share feedback: Use this form

You can also visit our Help Center for questions related to your account, electricity usage or payment assistance.

Step-By-Step Process for Addressing Your Concern

We’re committed to delivering 5-star service every day. If we ever fall short of that promise, we want to make it right immediately. Resolving your issue directly with us is the fastest way to get back to your day. Here are the simple steps you can take to address any concern.

Step 1: Contact Our Team First

The majority of issues are resolved during the first phone call or chat session. Our frontline representatives will listen to you, review your account history and offer practical solutions. Whether it’s a billing issue or service error, give us the chance to fix it directly.

Step 2: Request a Supervisor

If you feel your issue hasn’t been fully addressed by the first representative, simply ask to speak with a supervisor. They can review complex situations, adjust accounts when mistakes have been made and provide clear explanations for billing policies.

Step 3: Utilize Our Specialized Support Teams

For highly specific issues – such as complicated meter reads, payment arrangements or unresolved technical problems – we have specialized teams dedicated to issues management. Supervisors can escalate your case to these experts who will follow up with you until the matter is closed.

5 Common Questions About Electricity Service

Sometimes a question about your bill or service can be easily answered by a simple FAQ or a quick phone call. Here are some common questions and answers about TXU Energy billing, transferring electricity service, managing your account and handling complaints.

1. Understanding Electricity Usage and Billing

Texas weather can be unpredictable. A scorching summer or a sudden winter freeze can cause your heating and cooling systems to work overtime. When your bill seems unusually high, the first step is to look at the usage on your bill, or sign into your online account and check your usage in MyAccount. Our digital tools show you exactly when you use the most energy, how that compares to the temps outside and even what appliances in your home drive your usage. High bills are often the result of extreme temperatures outside and your home trying to keep a comfortable temperature inside.

We’re happy to help walk you through any usage changes and offer tips for managing it – simply give us a call. Or check out our seasonal tips for saving energy.

2. Navigating Payment Challenges and Billing Assistance

Sometimes life throws unexpected financial challenges your way. If you’re struggling to make a payment, you don’t have to figure it out alone. We offer flexible billing options, payment extensions and deferred payment plans designed to fit your needs.

If you need a little extra time, you can usually request a payment extension through MyAccount or our mobile app. You can also reach out to our support team to discuss longer-term billing assistance programs. We want to work with you to keep your lights on and your family comfortable.

3. Moving Your Service or Transferring Your Electricity Plan

Whether you’re moving across town or across the state, transferring your TXU Energy service is a seamless process. We offer flexible options to take your current plan with you or choose a new one that better fits your new space after you’ve settled in. You can even request same-day service – just give us a call before 6:30 p.m. and we’ll get your lights on*. We coordinate with your local Transmission and Distribution Utility (TDU) to make sure your electricity is connected the moment you walk through your new front door.

4. Managing Your Electricity Plan and Contract

From month-to-month flexible terms to fixed-rate options that offer savings when you need it most, our plans are designed to fit how you live. And we want you to feel confident in your choice.

If you have questions about your contract length, cancellation fees or renewal options, your Electricity Facts Label (EFL) is a great resource. You can refer to your EFL anytime in MyAccount. It’s also sent to you when you enroll for new service. If you’re nearing the end of your contract and want to explore new options like free nights or renewable energy, our team can help you compare plans and find the right fit for your home and lifestyle.

5. Troubleshooting Online Account and App

Many of our customers prefer the convenience of managing their accounts digitally. MyAccount and our app are meant to make your life easier. You can pay your bill, track your usage, set up AutoPay and customize notifications all from the palm of your hand.

If you ever have trouble logging in, resolving the issue is usually just a few clicks away. You can reset your password directly on the login screen. For other technical issues, our support team can guide you through the process and get your account working perfectly again.

The Direct Path to Issue Resolution

We want every customer to feel confident and secure in their choice of electricity provider. If you have an experience that doesn’t meet your expectations, we’ll make it right.

Customers always have options when they need support, including resources available through the Public Utility Commission of Texas (PUCT). However, in many cases, the fastest path to resolution is to work directly with our team so we can review the issue and help address it as quickly as possible.

Understanding Your Rights and Options in Texas

Texas benefits from a deregulated electricity market. This gives you the power to choose your energy provider and find the plan that works best for your home. We fully support your rights as a consumer in the Texas deregulated market and we provide access to all necessary documents, clearly explain your options and strictly follow all PUCT guidelines to ensure fair and accurate billing.

Every electricity plan in Texas comes with an EFL. This document is your roadmap to understanding the service you’re paying for. It outlines the energy charge, the estimated average price per kilowatt-hour at different usage levels and any base charges or fees associated with the plan. Reading your EFL before signing up for a plan can help ensure you’re getting the value you expect.

How We Use Your Feedback to Improve

Every time you share your thoughts, submit a review, issue a complaint or provide feedback, we listen. We’re constantly working behind the scenes to improve your service and we’re committed to transparency.

Managing your home’s electricity should be simple, and you deserve a partner that keeps it that way. If you ever have a question about your plan, bill or service, reach out to us directly – we’re here to make your electricity service the best it can be.