TXU Energy: most-reported complaints
Automated analysis of 237 public Trustpilot reviews published 2024-05-22 to 2026-09-24. TrustScore 4.4 from 2,768 total reviews — see the Trustpilot page. Quick answer: is TXU Energy legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, particularly when creating online profiles, with 19 reports identified. Billing errors and overcharging are also frequent concerns, cited in 16 reports each, with overcharging showing a rising trend. Additionally, 10 reviewers mentioned misleading pricing, such as delays in service despite advertised same-day availability.
How to reach TXU Energy
These are the contact details TXU Energy publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 866-278-4898, address 6555 Sierra Drive, Irving, 75039, US.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2021-05-18, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-08. We last checked this profile on 2026-09-24 and found 4 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.6 → 4.4 across 10 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (28%, 0.1d) · 2026-08-20 (27%, 0.1d) · 2026-08-24 (30%, 0.1d) · 2026-08-27 (28%, 0.1d) · 2026-09-02 (33%, 0.6d) · 2026-09-08 (30%, 0.6d) · 2026-09-12 (41%, 1.1d) · 2026-09-21 (39%, 1.1d) · 2026-09-24 (39%, 1.1d).
Severity: 58% of this company’s 52 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.1 days between the experience and publishing their negative review (75 reviews record both dates).
Measured reply time: across 30 negative reviews that received a public reply, the median wait was 1.5 days — the company profile reports an average of 1 days.
Reply quality: of 30 company replies to negative reviews analysed, 27% engaged with the specific problem and 73% were generic templates.
66% of its 182 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 36% of this company’s complaints vs a 29% median across 111 ranked companies in its sector.
Review velocity: 188 of this company’s 2,768 Trustpilot reviews (7%) were written in the last 12 months.
What are the most common complaints about TXU Energy?
Support unhelpful
19 reports · 36% of complaintssteady“creating an online profile”
The company replied on 2026-08-11: “JB - We understand your concerns and want to help. Protecting our customers' accounts is a top priority, so we can only process sensitive requests with authorization from the account holder or an…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I have been paying literally thousands of dollars a year too much to TXU”
1 reader marked this review helpful on Trustpilot.
“they don’t charge my debit card and days will go by and they try to charge us a late fee”
1 reader marked this review helpful on Trustpilot.
Billing errors
16 reports · 31% of complaintssteady“I received an over $800 bill for the month of February. It is a VACANT property”
1 reader marked this review helpful on Trustpilot.
“I was paying about $250 for the SAME cent per kWh”
1 reader marked this review helpful on Trustpilot.
“txu claims that i hv a bill of 243.00 in one month in a one bedroom apt”
1 reader marked this review helpful on Trustpilot.
Overcharging
16 reports · 31% of complaintsrising since 2026-03“even when u switch from txu to other energy provider after the plan ends they will charge you and will not mention for what”
The company replied on 2026-08-04: “Neelesh - Your experience is important to us. We'd appreciate the opportunity to help address the concerns you have. Please email your account/contact info to [email protected] and we will reach out…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I have been paying literally thousands of dollars a year too much to TXU”
1 reader marked this review helpful on Trustpilot.
“damaging our credit score. There is no way to discuss the charges they were trying to apply.”
1 reader marked this review helpful on Trustpilot.
Misleading pricing
10 reports · 19% of complaintssteady“They advertise SAME DAY SERVICE yet I signed up, paid a deposit and they stated they would have to turn the lights on tomorrow”
1 reader marked this review helpful on Trustpilot.
“LIES-- was told free nights and 10.6 cents p kw and my bill is sky high with 16+ cents per kw.”
1 reader marked this review helpful on Trustpilot.
“I feel the plan was misrepresented to me.”
The company replied on 2026-07-23: “Shawney - We value you as a customer, and your experience is important to us. We'd appreciate the opportunity to help address the concerns you have. Please email your account/contact info to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Aggressive collections
4 reports · 8% of complaintsrising since 2026-03“damaging our credit score. There is no way to discuss the charges they were trying to apply.”
1 reader marked this review helpful on Trustpilot.
“reporting me to Credit Bureau and messed my credit up by -83 points”
The company replied on 2026-08-21: “Beto - Your experience is important to us. Please email your account/contact information to [email protected], and we will contact you.”
Our classifier read this reply as a template response.
“TXU reported a negative mark on my credit even though the contact information they had on file for me was incorrect.”
The company replied on 2025-11-19: “Eric - Your experience is important to us. Please email your account and contact info to [email protected] so we can further assist you.”
Our classifier read this reply as a template response.
Contract term changes
4 reports · 8% of complaintsfalling“I was on a fixed plan and TXU took me off the plan without Notifying me!”
2 readers marked this review helpful on Trustpilot.
“charged two $295 early termination fees, totaling $590.”
“TXU hit me with a $1,072 deferred balance on top of my $300+ monthly bills.”
The company replied on 2025-09-17: “Alex - Your experience is important to us. Please email your account and contact info to [email protected], and we'll reach out to you right away.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare TXU Energy with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.