A TXU customer is upset with claims allegedly made by a sales agent that the company would take care of the customer's early termination fee with their existing REP when switching to TXU, as the customer received a collections notice concerning the fee some months later, KRGV reports.

In a statement provided to KRGV, a TXU representative said that TXU does not pay the old REPs ETF directly, and instead issues a bill credit to the customer once the customer provides documentation of the amount of the ETF. The customer is responsible for then paying their old REP.

TXU is working with the customer to address the matter.

TXU's statement to KRGV is as follows: "We strive daily to provide excellent service to our customers, and we always want to do the right thing. We have issued the credit to Mr. Ramos and are educating him on the steps he needs to take with his previous provider. We apologized to Mr. Ramos for the confusion regarding the process to get the credit to cover the cancellations fee from the previous provider. TXU Energy requires customers to provide a copy of the invoice from the other company to our corporate office, and then issues a credit on their TXU Energy bill. From there, it is up to the customer to pay the previous company."

See KRGV for more

Tags:
Texas   Complaints   Early Termination Fee  

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