Cash Back FAQs on txu.com

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1 Cash Back FAQs on txu.com Cash Back Loyalty Reward When will I get my cash back? You should receive your Cash Back Loyalty Reward before the end of February. Cash Back Loyalty Reward Can I pay my TXU Energy bill with my card? Yes, the card can be used anywhere Visa debit cards are accepted, including as a form of payment with TXU Energy. Make sure you know the amount of available funds on the card and then visit txu.com/payment to make a credit card payment, or call TXU Energy at and use the automated system to make a credit card payment. Please don t send the card in the mail as a form of payment. Cash Back Loyalty Reward I no longer have the mailer sent with card. How can I find out the amount of the card? Call the number on the back of the card ( ), or register the card online at txu.com/cashback. Cash Back Loyalty Reward Can I exchange my card for cash? Yes, you may request a check or transfer the funds on your card to your bank account by visiting the Web site at txu.com/cashback. Cash Back Loyalty Reward Why did I get a bill credit instead of a Visa prepaid card? If the amount of your reward was less than $5.00, it will be applied to your electricity account in the form of a bill credit by the end of February. Remember, the cash back reward program is based on your eligible electricity purchases in If you were on a cash back plan for only a short period of time, the amount of your reward will reflect that. Cash Back Loyalty Reward Why didn t I get more money back? The cash back you earned is based on your eligible electricity purchases in So, if you were on a cash back plan for only a short period of time, or if you typically conserve electricity, the amount of your reward will reflect that. Cash Back Loyalty Reward What if I don t want the card? The Cash Back Loyalty Reward Card is a reward for our customers who remained active since their time of enrollment on select electricity plans. You have the option of not using the card; however, we can apply the card as a payment on your account. Make sure you know the amount of available funds on the card and then visit txu.com/payment to make a credit card payment, or call TXU Energy at and use the automated system to make a credit card payment. You can also choose to donate the amount of your reward. TXU Energy Local Impact SM is a Web site that our customers can use to make a donation using their Visa prepaid card or any form of payment and see what impact they re making in their local community. Visit txu.com/localimpact for more information. Cash Back Loyalty Reward What if I want to cancel the card? You have the option of not using the card; however, we can apply the card as a payment on your account. Make sure you know the amount of available funds on the card and then visit txu.com/payment to make a credit card payment, or call TXU Energy at and use the automated system to make a credit card payment. You can also choose to donate the amount of your reward. TXU Energy Local Impact SM is a Web site that our customers can use to make a donation using their Visa prepaid card or any form of payment and see what impact they re making in their local community. Visit txu.com/localimpact for more information. Cash Back Loyalty Reward Can I be on a payment arrangement and still receive the cash back reward? Yes, you ll receive your reward as long as you meet the following criteria: Must not have had a balance that was 46 days or more past due from invoice due date, as of the end of the calendar year. Must not have had installments that were past due from the installment due date, as of the end of the calendar year. Must not have had a deferral that was 46 days or more past due from original invoice due date, as of the end of the calendar year.

2 Cash Back Loyalty Reward Why did I receive this card? Your electricity plan includes a cash back loyalty reward for remaining a TXU Energy customer. You received this card as a result of being on a qualified plan during the previous calendar year, and remaining an active TXU Energy customer in good standing. This loyalty reward pays out at the beginning of each year for amounts earned during the prior calendar year while the reward program remains in effect. TXU Energy sends the cash back loyalty reward cards automatically. Cash Back Loyalty Reward How is the amount on my card determined? The cash back loyalty reward is based on a percentage of energy charges actually billed to and paid for by you during the prior year. Energy charges include recurring charges, excluding taxes. The percentage of your reward is printed on the mailer that came with the card. Cash Back Loyalty Reward I heard about the Cash Back Loyalty Reward cards and want to know why I didn t receive a card? You may not have received a card because you are not currently a TXU Energy customer, you weren t on an electricity plan during the previous calendar year that offered the cash back reward, or your account wasn t current at the time of the payout. If you feel you were a qualified customer in good standing at the time of payout but didn t receive your reward card by February 11, call to inquire about the status of your card. Cash Back Loyalty Reward What if I want to make a purchase for more than the balance on the prepaid card? If the purchase is more than the existing balance on the prepaid card, first pay the difference by check, other charge card, or cash for the amount that your purchase exceeds your prepaid card remaining balance. Then ask the cashier to run your prepaid card through for its remaining balance as a regular charge. Authorization will only be given for the amount available on the prepaid card. Cash Back Loyalty Reward I received a letter that said I was eligible for the cash back reward but had a balance on my account. What did that mean? It meant that you are on a TXU Energy plan that offers cash back rewards; however, to be eligible for those rewards you must not have had a balance 46 days or more past due as of the end of the calendar year to receive your cash back reward. The letter was a courtesy reminder to let you know that if your account was brought up to date by the end of the calendar year you d automatically receive your cash back reward. Cash Back Loyalty Reward Can I get another card this year? No, your plan includes a loyalty reward that pays out once at the beginning of each year for amounts earned during the prior calendar year. You ll be eligible to receive the card each year if you remain on a qualifying rate plan and are in good standing when the card is processed (December 31 each year) as long as the reward program remains in effect. Cash Back Loyalty Reward What do I need to do to get a card next year? You ll be eligible to receive the card each year if you remain on a qualifying plan and are in good standing when the card is processed (December 31 each year) as long as the program remains in effect. TXU Energy sends the cards automatically. Customers eligible for the reward don t need to take any action. Cash Back Loyalty Reward Can the prepaid card be used to make purchases online? Yes, you may use the Visa prepaid card to make online purchases if the online vendor accepts Visa debit cards. You may need to know the billing address when making purchases online. The billing address is the address where the card was originally mailed and is shown on the mailer that came with the card. Cash Back Loyalty Reward What happens to my card if I leave TXU Energy? Your card remains active through the expiration date located on the front of the card, regardless of what TXU Energy plan you re on or your customer status. However, if you re not an active TXU Energy customer, you won t be eligible to receive a new Cash Back Loyalty Reward card in the future.

3 Cash Back Loyalty Reward What are my options to pay my bill with my prepaid card? Online at txu.com/payment. By phone at In person visit txu.com/payments or call to find a payment center near you. Visit txu.com/payments for a complete list of ways to pay your bill. Cash Back Loyalty Reward What is a Cash Back Loyalty Reward card? The TXU Energy Cash Back Loyalty Reward card is a Visa prepaid card preloaded with the amount of your cash back reward. It can be used anywhere Visa debit cards are accepted. The card can be used as long as there is a balance remaining and the expiration date printed on the card has not passed. Cash Back Loyalty Reward The mailer that came with my card mentions that I can donate my reward card through TXU Energy Local Impact. What is TXU Energy Local Impact? It s a Web site that our customers can use to make a donation using their Visa prepaid card or any form of payment and see what impact they re making in their local community. Visit txu.com/localimpact for more information. Cash Back Loyalty Reward What if the purchase amount is less than the dollar value of the prepaid card? The remaining balance remains on the prepaid card and can be used towards the next purchase. Prepaid cards may be used to make multiple purchases at multiple locations until the remaining balance reaches zero, after which time the card is invalid. Cash Back Loyalty Reward Will I still get a card if I change service plans? If you change service plans but remain an active TXU Energy customer and are in good standing as of the reward calculation date, you ll be eligible for any amount earned while on a cash back eligible plan during the prior calendar year. Cash Back Loyalty Reward Can the prepaid card be used at ATMs? No, but you may request a transfer of the funds on your card to your bank account by visiting the Web site at txu.com/cashback. Your Visa prepaid card can t be used at ATMs, and there is no PIN associated with this prepaid card. Cash Back Loyalty Reward Can I donate my Cash Back Loyalty Reward / Welcome Bonus / Renewal Bonus to charity? Yes, if you want to give back what you get back, you can visit txu.com/localimpact and make a donation to the local charity of your choice using your TXU Energy Visa prepaid card. Cash Back Loyalty Reward Does the card expire? Yes, the funds expire according to the expiration date located on the front of the card. Once the expiration date located on the front of the card has passed, the card expires and the funds are no longer available. Cash Back Loyalty Reward Do I have to activate the Cash Back Loyalty Reward Card? No, the card is already activated. You don t need to take any additional action before you can use the card. If you want to track your balance or view a history of your purchases, you can do so at txu.com/cashback. Cash Back Loyalty Reward How do I know the amount of my Cash Back Loyalty Reward Card? The card amount is shown on the mailer sent with the card. You may also track the card balance by registering the card at txu.com/cashback or by calling the number on the back of the card, Cash Back Loyalty Reward Why haven t I received my Cash Back Loyalty Reward card? Qualified customers in good standing at the time of payout should receive their card by the end of February. If you haven t received your card by this date, call to inquire about the status of your card. Cash Back Loyalty Reward How do I use the prepaid card at gas stations? When purchasing gasoline, please take your card to the attendant. Tell the attendant to charge the amount you wish to purchase. Have the attendant charge that amount on your card, and then pump your fuel.

4 Cash Back Loyalty Reward How can I tell the difference between a Cash Back Loyalty Reward card, Welcome Bonus card or Renewal Bonus card? The Cash Back Loyalty Reward card is blue and says Cash Back Loyalty Reward. The Welcome Bonus and Renewal bonus cards are green and say either Welcome Bonus or Renewal Bonus. Cash Back Loyalty Reward Am I signing up for anything by using the card? No. You chose a TXU Energy electricity plan that automatically pays you cash back at the end of the year. There s no obligation, and you re not signing up for anything by using your card. Cash Back Loyalty Reward I received a letter that says I am eligible for the cash back reward but have a balance on my account. But I don t have a balance on my account. Why did I receive this? We apologize if we sent you that letter in error. If you don t receive your cash back reward by the end of February, please contact us at Cash Back Loyalty Reward What if the name on the card is incorrect, such as being spelled incorrectly? The card will still work, even if the name is spelled incorrectly. There s no need to request a new card. You may use the card immediately. Cash Back Loyalty Reward I still have problems or questions. How can I contact the customer service department? Cash Back Loyalty Reward My prepaid card is lost or stolen. What do I do for replacement? Cash Back Loyalty Reward How do I dispute an incorrect, unauthorized or invalid charge made to my prepaid card? Cash Back Loyalty Reward What do I do with the card now that it has expired, but a balance remains on the card? Cash Back Loyalty Reward I tried to make a purchase but my prepaid card was not accepted. What should I do? Cash Back Loyalty Reward My prepaid card is not working. What should I do? Cash Back Loyalty Reward How do I use the card at restaurants and other locations that have a TIP line in the receipt? Cash Back Loyalty Reward How do I check the remaining balance on my prepaid card? Cash Back Loyalty Reward What if the prepaid card is lost or stolen or needs to be cancelled for other reasons? Cash Back Loyalty Reward I switched away from TXU Energy but would like to come back. Am I eligible for the Cash Back Loyalty Reward Program? Call a TXU Energy customer care agent and they will assist you at Cash Back Loyalty Reward Where can I use the card? Your Visa prepaid card is accepted anywhere Visa debit cards are accepted.

5 Cash Back Loyalty Reward Do I need a PIN to use the card? No, your prepaid card does not require a PIN. Cash Back Loyalty Reward Can I add more money to the card? No, this card is not reloadable.