As is well-known, TXU Energy is unique among retail electricity providers by providing all customers with the assurances of a Customer Bill of Rights. Among other benefits, this Bill of Rights details fair pricing and clear, straightforward billing terms that customers can understand and trust. Adherence to these commitments is just part of the reason why TXU Energy ranks highest in customer satisfaction on the PUC Scorecard among large retail electricity providers.
Nonetheless, like any competitive industry, Texas’ de-regulated market is subject to scrutiny. Recently, for example, The Dallas Morning News examined fees charged by retail electric providers, writing that they “obscure the real cost of electricity in Texas.”
While we can’t speak for our competition, it is important to clarify TXU Energy’s position with respect to such fees and, in the process, eliminate any ambiguity concerning our commitment to doing what’s right for Texans.
For TXU Energy, fees enable us to allocate costs to those requiring the service instead of making all customers pay for a service or feature they don’t want or need. The few discretionary fees we do have generally fall into one of two categories:
- Fees for services and features that aren’t included in the plan that a customer has chosen. In other words, these are “add-on” features that go above and beyond the core services offered by a plan. For TXU Energy, these fees enable us to allocate costs to those who are requesting the extra service, instead of making all customers pay for a service or feature that other customers don’t want or need. While it is true that some TXU Energy plans include a “base” charge, which some critics may call a fee, even those can be avoided by selecting plans that don’t include them.
- Fees for late payment and nonpayment of services that the company has already delivered. Again, such fees are absolutely customary across diverse industries. Whether it’s a late library book or late cell phone bill, such fees are commonplace.
The bottom line is that every consumer is different, which is especially true in how Texans buy and consume electricity. TXU Energy customers receive straightforward, competitively priced plans with transparent terms and no hidden fees, and perhaps it’s no coincidence that TXU Energy ranks highest in customer satisfaction on the PUC Scorecard among large retail electricity providers.
Our plans are designed around our customers. Ultimately, they are able to choose a plan that fits their needs and, at the same time, avoid fees completely by paying their invoices on time and following the terms of their plan.