Ways You Can Protect Yourself

These resources can help if you are a victim of identity theft or fraud. We will also work with you to investigate what happened and help resolve the issue as soon as possible. 

Contact us to get started:

If you believe you are a victim of utility fraud in which your identity has been used to establish an account with our company, please:

You can also reach customer service 24/7 at 800-242-9113, and a helpful team member can pass your request to our Customer Protection Team. You can expect to hear back from us within two business days.

Precautions to Protect Your Identity:

  • Password protect your devices and use strong passwords.
  • Watch out for fake emails or texts, which appear to be from a reputable company to induce consumers to provide personal information, such as passwords, identification, and credit card numbers.
  • When signing up for electric service, validate the retail electric companies’ certification number, by visiting the Public Utility Commission of Texas website:  https://www.puc.texas.gov/industry/electric/directories/rep/search_rep.aspx. Scammers create fake retail electric websites and use various social media platforms to fraudulently gain consumers information and sign them up for unrealistic pricing, such as $75 every 30 days.
  • Review your credit reports regularly (www.annualcreditreport.com). Monitoring your credit reports regularly is not only an important way to validate your credit history and credit scores but can also help you detect inaccurate and unauthorized inquires and/or accounts.
  • Report suspicious activity to your local police department by completing a police report. Be sure to request a copy of the report for your own records.
  • Place a Fraud Alert or freeze your credit profile by contacting the three major credit reporting bureaus. A fraud alert will significantly reduce the likelihood of further fraudulent activity by requiring companies to call you to verify your identity before issuing additional credit or establishing new accounts in your name. The fraud alert is free and lasts for 90 days. Freezing your credit file restricts access to your credit report. When you want to apply for credit, you can temporarily lift or permanently remove your credit freeze.

Credit Bureau Contact Information to Place a Fraud Alert or Freeze Your Credit Report:

More Information About Fraud Alerts:

An initial fraud alert stays in your credit file for a minimum of 90 days. An extended alert, also known as a victim statement, remains in your file for seven years. To establish either of these alerts, a consumer credit reporting company (credit bureau) will require you to provide appropriate proof of identity, which may include your Social Security number. If you ask for an extended alert, you will have to provide an identity theft report. An identity theft report includes a copy of a report you have filed with a federal, state, or local law enforcement agency.

More Information About Freezing Your Credit:

A credit freeze, also known as a security freeze, is the best way to help prevent new accounts from being opened in your name. It’s a free service offered by the consumer reporting agencies Experian, Equifax, and TransUnion. Consumers can freeze and unfreeze their credit as needed, and it won’t affect their credit score.

How to File a Dispute with TXU Energy:

Please email a copy of these documents to customerprotection@txu.com:

  • Copy of Police Report or affidavit (please name the person that stole ID, if known).
  • Copy of Fraud/ID Theft Affidavit (notarized; form available at identitytheft.gov).

Additional documentation (e.g., copies of your Social Security card, driver’s license/ID Card, lease agreements, mortgage statements or utility bills), if available and relevant, may also be helpful in verifying your identify. Note that the item(s) above should reflect the dates of the disputed time period, as applicable.

Providing this information helps ensure your case is investigated in a timely manner.

Here is our mailing address:

TXU Energy - Attn: Collections Correspondence
P.O. Box 666565
Dallas, TX 75266-6565