• Why has my service been transferred to TXU Energy?
    Your provider is no longer offering service in Texas. The recent surge in natural gas prices, a key cost for generating electricity, is making it difficult for some providers to continue providing service in Texas. 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. There's nothing you need to do right now. Your service will continue uninterrupted on your new competitively priced variable month-to-month plan.
  • 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.
  • 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 800-242-9113 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 800-242-9113 if you have additional questions about your status.
  • 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.
  • 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 833-676-1631 from 8 a.m. to 6 p.m. Monday to Friday.