Explore TXU Energy Plans
PROVIDER REVIEW
TXU Energy Review 2026
TXU Energy stands as Texas’s oldest electricity provider, with roots tracing back to the Dallas Electric Lighting Company in 1882. Now serving approximately 1.7-2 million households, TXU operates under Vistra Corp, a Fortune 500 company. Customer reviews reflect strong satisfaction, with a 4.7/5.0 star rating and a Net Promoter Score of 69. However, TXU’s regulatory record shows 481 PUC complaints over the past 12 months, notably above the industry average of 120. The company offers innovative options like Free Nights and Solar Days plans.
TXU ENERGY
Complete Provider Analysis
TXU Energy’s customer service scores 77/100 based on review sentiment, suggesting generally positive support experiences. However, the billing clarity score of 31/100 indicates some customers find their bills difficult to understand. The company provides 24/7 customer support and has contributed over $84 million through its TXU Energy Aid assistance program since 1983. Multiple J.D. Power recognitions highlight their service efforts, though prospective customers should weigh both the strong review ratings and the elevated complaint volume.
2TIO NPS REVIEW
Customer Satisfaction Analysis
Our NPS (Net Promoter Score) methodology filters out incentivized reviews, bot-generated feedback, and competitor manipulation to give you an accurate picture of real customer satisfaction.
Score Breakdown
How We Calculate NPS Scores
Our proprietary algorithm analyzes thousands of customer reviews from multiple sources including Google, BBB, and the PUC. We filter out reviews that show signs of manipulation, including incentivized feedback, review bombing, and bot-generated content. The resulting score reflects genuine customer sentiment based on real experiences.
PUC COMPLAINT HISTORY
Public Utility Commission Data
The Texas Public Utility Commission tracks complaints filed against retail electricity providers. Below is TXU Energy’s complaint history from the PUC database.
Total Complaints (12 mo)
449
Complaints per 10K Customers
0.50
Industry Average
1.20
Billing Complaints
208
Slamming/Cramming
51
Service Quality
0
Monthly Complaint Trends (Jan 2022 – Mar 2026)
Complaint Categories Explained
Issues related to incorrect charges, unexpected fees, meter reading disputes, and payment processing problems. This is the most common category of complaints across all providers.
Slamming: Switching a customer’s electricity provider without proper authorization or consent.
Cramming: Adding unauthorized charges or services to a customer’s electricity bill.
Issues with customer service responsiveness, account management, communication quality, and overall service experience.
Complaints about improper service disconnection, insufficient notice before disconnection, or issues with reconnection after payment.
VERIFIED CUSTOMER REVIEWS
What Customers Are Saying
Real reviews from verified TXU Energy customers. We display a balanced selection of positive and critical feedback to give you the complete picture.
Positive Experiences
Verified
“My plan and bills were really getting out of control and putting strain on my family. I used the online chat option to explain my situation to Martha, and without having to call, in less than 30 minutes she had a new plan for me, set everything up, and took care of everything right through the chat window on the phone. I feel a lot more confident about my household budget going forward and I’m glad I get to stay with TXU instead of having to switch providers. I’m very happy!”
Verified
“Best energy company I have ever used. Their website helps you with all aspects of your energy service including weekly snapshots of your energy usage, and ways to lower and maintain your energy bill at a price comfortable to your budget. Also you have an opportunity to receive a percentage of the money you paid back on a pre-paid credit card.”
Verified
“Chat service director Santos and Customer Service Rep Cristobal were very helpful and thorough at addressing all my concerns and account inquiries. I enjoyed Cristobal’s patience as I experienced a few typing errors but nevertheless the customer service was above average. I’m pleased with my plans and service provided today which proves why I have been a long time customer with TXU for 13 years.”
Verified
“I was extremely happy with today’s customer service from Leslye. She was fast and answered my questions and concerns! She found a solution and also informed me about services that provide assistance through tough situations! She went above and beyond! Will definitely choose chat over a phone call!”
Verified
“It was time for my renewal. Maria helped me completely online via chat mode, which I appreciated, as I lost my voice today. 30 years and counting with TXU. With Blessings, Linda.”
Critical Feedback
Verified
“TXU Energy has the worst customer service I have ever dealt with. They do not know how to properly authenticate your account. They do not update information or even ask to update information. I was given wrong information about my account and I have had to call three times in the past two days for the most basic of information. I am so glad I’m not with them anymore.”
Verified
“Been with them over 10 years now. It’s been rocky but they always make a way, but it takes a lot to get real help from them. It has to be someone with compassion just to get real assistance, which is frustrating because I’ve been with them many years and it feels like I’m always having a hassle to get help. I stay because I’m loyal but I don’t know if I can actually recommend anyone here.”
Verified
“Don’t even try to call – it’s just a machine. I’ve spoken to maybe 2 actual people in the 3 years I’ve been with them.”
FINAL VERDICT
Our Recommendation
TXU Energy: Conditionally Recommended
Texas legacy provider with mixed regulatory record
TXU Energy earns a conditional recommendation based on a split between strong customer satisfaction and concerning regulatory metrics. As Texas’s oldest electricity provider with over 140 years of history, TXU delivers impressive customer sentiment scores: a 4.7/5.0 star rating, a True NPS of 69, and a solid customer service score of 77/100. These numbers suggest most customers have positive experiences with the company. However, two significant concerns emerge from the data. The billing clarity score of just 31/100 indicates customers struggle to understand their bills, and the 481 PUC complaints over 12 months sits well above the industry average of 120. This regulatory record warrants attention. TXU suits customers who prioritize working with an established provider and value plan variety, but prospective customers should carefully review billing terms and monitor their statements closely.
Pros
- Excellent overall rating with 4.7 out of 5 stars
- Strong customer loyalty shown by NPS score of 69
- Customer service excellence with 77/100 rating
- Zero service quality complaints filed with PUC
- Consistently positive customer sentiment across metrics
- Well-established provider with proven service delivery
Cons
- Billing transparency needs improvement at 31/100 score
- PUC complaints four times above industry average (481 vs 120)
- 222 billing-related complaints suggest confusing statements
- 55 slamming/cramming complaints indicate enrollment concerns
- Bill clarity and notifications require significant improvement
Best For
- Customers who value working with established, legacy providers
- Those seeking extensive plan variety and options
- Customers who prioritize responsive customer service
- Long-term Texas residents familiar with the TXU brand
- Those comfortable reviewing bills carefully for accuracy
PRICE COMPARISON
How TXU Energy Compares
See how TXU Energy’s electricity rates compare to other Texas providers. Prices shown are averages based on the selected monthly usage level.
TXU Energy Avg Price
18.8¢/kWh
Market Rank
#17 of 17
vs Market Average
17.2% above
Market Average
16.0¢/kWh
All Texas Providers (1000 kWh/month)
| Rank | Provider | Avg ¢/kWh | Lowest | Highest | # Plans |
|---|---|---|---|---|---|
| #1 | Tara Energy | 13.78¢ | 11.51¢ | 16.88¢ | 15 |
| #2 | 4Change Energy | 13.98¢ | 7.19¢ | 19.62¢ | 35 |
| #3 | Constellation | 14.23¢ | 12.31¢ | 15.92¢ | 12 |
| #4 | Energy Texas | 15.06¢ | 9.35¢ | 20.60¢ | 20 |
| #5 | Cirro Energy | 15.17¢ | 7.38¢ | 22.21¢ | 26 |
| #6 | APGE | 15.18¢ | 7.18¢ | 23.60¢ | 91 |
| #7 | Discount Power | 15.20¢ | 7.38¢ | 22.21¢ | 26 |
| #8 | Atlantex Power | 15.48¢ | 13.98¢ | 17.30¢ | 15 |
| #9 | Just Energy | 15.61¢ | 7.29¢ | 21.91¢ | 74 |
| #10 | Rhythm Energy | 15.61¢ | 9.35¢ | 20.60¢ | 16 |
| #11 | Amigo Energy | 15.98¢ | 14.60¢ | 17.56¢ | 24 |
| #12 | Frontier Utilities | 16.36¢ | 7.38¢ | 21.82¢ | 30 |
| #13 | Gexa Energy | 16.37¢ | 7.38¢ | 21.82¢ | 30 |
| #14 | Reliant | 16.79¢ | 11.91¢ | 23.21¢ | 44 |
| #15 | Direct Energy | 17.59¢ | 13.90¢ | 23.58¢ | 20 |
| #16 | Payless Power | 18.42¢ | 17.98¢ | 18.73¢ | 8 |
| #17 | TXU Energy This Provider | 18.79¢ | 13.88¢ | 24.29¢ | 44 |
| #18 | Green Mountain | 18.96¢ | 16.95¢ | 23.61¢ | 18 |
100% Renewable Energy Plans
TXU Energy Green Plans
5 plans
Avg Green Price
19.7¢/kWh
Green Provider Rank
#7 of 7
100% Renewable Providers (1000 kWh/month)
| Rank | Provider | Avg ¢/kWh | # Green Plans |
|---|---|---|---|
| #1 | Energy Texas | 15.06¢ | 20 |
| #2 | Rhythm Energy | 15.61¢ | 16 |
| #3 | Atlantex Power | 15.80¢ | 5 |
| #4 | Gexa Energy | 16.37¢ | 30 |
| #5 | Reliant | 18.43¢ | 5 |
| #6 | Green Mountain | 18.96¢ | 18 |
| #7 | TXU Energy This Provider | 19.67¢ | 5 |
Our Methodology
How We Calculate NPS Scores
Our proprietary scoring system analyzes thousands of customer reviews to provide an unbiased assessment of each electricity provider.
- Data Source: Online Reviews from verified customers
- AI Analysis: We analyze each review to distill sentiment and filter out incentivized reviews, bot-generated content, and review bombing attempts
- True NPS Calculation: We calculate Net Promoter Score as (% Promoters) – (% Detractors), where Promoters rate 9-10 and Detractors rate 1-6
- Star Rating: NPS scores are mapped to a 3.0-5.0 star scale for intuitive comparison
About “Billing Clarity” Scores
This score measures how clearly a provider communicates billing to customers—not billing accuracy. Texas electricity providers have robust, audited billing systems that are highly accurate.
- What we measure: Clarity of bill statements, proactive notifications, explanation of credits and charges, time-of-use rate communication
- Why it matters: Customers often report confusion about bills even when charges are correct—this score reflects how well providers help customers understand their bills
- PUC “billing complaints”: Most are about confusing statements or unexpected (but legitimate) charges, not actual billing errors
Pricing Data Collection
We collect electricity plan pricing directly from official sources to ensure accuracy.
- Data Source: ComparePower, the original Texas electricity consumer advocate
- Update Frequency: Prices are synced daily from all 5 TDSP territories
- Usage Levels: We display pricing at 500, 1000, and 2000 kWh/month to show how rates vary by consumption
- Coverage: All 17 retail electricity providers in the Texas deregulated market
PUC Complaint Data
Complaint data provides insight into provider accountability and customer issues.
- Data Source: Texas Public Utility Commission (PUC) official complaint records
- History: 46+ months of historical complaint data (January 2022 – Present)
- Categories: Billing, Slamming/Cramming, Quality of Service, Disconnection, and Other
- Update Frequency: Monthly updates as new PUC data becomes available
Questions about our methodology? Contact our team.
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