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Welcome to TXU Energy — Important Information About Your POLR Switch
You’ve been automatically moved to TXU Energy through a Provider of Last Resort (POLR) switch to ensure your electricity service continues without interruption. While this change wasn’t something you chose, we’re here to explain what it means, what to expect next and how you can select a plan that best fits your needs.
Frequently Asked Questions
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Why has my service been transferred to TXU Energy?Your provider is no longer offering service in Texas. When this happens, we help make sure you have uninterrupted 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.
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What do I need to know about my service with TXU Energy?We sent you a letter containing your service start date, Terms of Service Agreement, Your Rights as a Customer document and the Electricity Facts Label (EFL) of your current month-to-month plan with more details. There's nothing you need to do right now. Your service will continue uninterrupted on your new, competitively priced variable month-to-month plan.
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I had a deposit with my provider. How do I get it back?Your deposit with your previous provider should be returned to you with interest within 7 days of your last meter read date 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.
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I paid my bill automatically every month. Will that carry over?No, your previous AutoPay or automatic payments do not transfer when you’re moved to TXU Energy as your POLR provider because we don’t receive your banking or credit card information from your former provider. 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. All you'll need is your TXU Energy account number. You can also call us anytime at 800-242-9113 for help setting up these features.
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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.
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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 800-242-9113 if you have additional questions about your status.
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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 866-898-3465, so we can help get these accounts set up to your preference.
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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 888-399-5501 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 866-898-3465 from 8 a.m. to 6 p.m. Monday to Friday.
