Gexa Energy, L.P.

Gexa Energy received your complaint filed with the Houston Revdex.com (Revdex.com) on [redacted] indicating that you enrolled in the Gexa Choice plan which guaranteed with a rate of [redacted] cents per kWh for the first three monthsYou state that after the first three months you in [redacted] the rate jumped without notice to [redacted] cents per kWh, more than twice the previous months as a result you state your bill jumped from $ [redacted] to $ [redacted] You also state, had you known that the price would jump this high I would have never chosen Gexa Energy as my providerYou are requesting a refund to reflect charges to the original electricity rate of [redacted] cents per kWh A detail investigation of the customer’s account revealed that you initiated service with Gexa Energy on [redacted] via online enrollment for the service address of [redacted] selecting the Gexa Choice 3, a month term productReview of your account revealed the following: On [redacted] ***, Gexa Energy sent you a Renewal notice indicating: “Your fixed rate service plan is scheduled to expire on [redacted] ***Be assured your electricity service will continue if you do not choose a new fixed-rate service planIf a new Gexa fixed-rate service plan is not selected by [redacted] ***, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.” On [redacted] ***, Gexa Energy generated a final bill for the service period of [redacted] – [redacted] in the amount of $**indicating an average charge of [redacted] cents per kWh with a due date of [redacted] *** On [redacted] ***, Gexa Energy received and posted a payment in the amount of $**.** On [redacted] ***, Gexa Energy generated a bill for the service period of [redacted] – [redacted] in the amount of $ [redacted] indicating an average charge of **[redacted] cents per kWh with a due date of [redacted] *** On [redacted] ***, Gexa Energy received a switch request from your TDU On [redacted] ***, Gexa Energy generated a final bill for the service period of [redacted] – [redacted] in the amount of $***[redacted] indicating an average charge of [redacted] cents per kWh with a due date of [redacted] *** [redacted] ***, as indicated above you were provided a renewal Notice (attached) informing you “If a new Gexa fixed-rate service plan is not selected by [redacted] ***, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.” Our records indicate that you failed to renew on a fixed rate plan prior to [redacted] ***, or switch your service away from Gexa after your contract rate ended; therefore, Gexa Energy is unable to adjust the charges on your accountYour account reflects a current balance due in the amount of $***.**, in order to avoid additional penalty fees; your payment is due immediately We sincerely apologize for any inconvenience this issue may have caused you We thank you for providing us with an opportunity to address your complaint Gexa Energy Customer Relations Department

August 8, [redacted] RE: Revdex.com # [redacted] Dear [redacted] , Gexa Energy received your complaint filed with the Houston Revdex.com (Revdex.com) on April 10, regarding your electric service with Gexa Energy You state that you signed a contract with Gexa for months fixed rate which was to end on May 18, You state you and your wife called on April 29th to see if they could match a better offer but Gexa refused to match the offer and you made it clear to their rep that you were to move out of your apartment on May 13, and since they can't offer a better rate you were not interested in renewing your electric contractYou state that after moving out, you were under the impression that the contract ended on May 18th since you did not request a renewalYou state that when you received an email from Gexa indicating that your bill is ready, you called to ensure that it was an error and that you had moved out of that apartment since May 13th and do not have a current account with themThe Rep told you that you called to renew your contract on the 29th of April and that's why you still have a current accountYou state that you asked to talk to a supervisor and were transferred to another line level associate who kept mentioning that it's not Gexa's fault and indicating that you owe them months’ worth of bills that you state you didn't use or were present there to useYou are requesting to have the wrongful amount waived A detail investigation of your account revealed that you initiated service with Gexa Energy on February 19, for the service address of [redacted] ***, [redacted] selecting the Gexa Choice 3, a month term productReview of your account revealed the following: On April 4, 2014, Gexa Energy sent you a Renewal notice indicating: “Your fixed rate service plan is scheduled to expire onBe assured your electricity service will continue if you do not choose a new fixed-rate service planIf a new Gexa fixed-rate service plan is not selected by May 18, 2014, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.” On April 29, 2014, you called to find out about rates that are being offered to stay with Gexa and you mentioned that your lease would be up soon and you would be moving and you also inquired about transferring your service if Gexa could match the rates you found with our competitor’s At the time nothing was available in the price range your were inquiring about; therefore you informed the Representative that you were going to look into rates with the other provider but you did not request to a move out or to stop service at that time (recorded call attached) On May 28, 2014, Gexa Energy generated a bill for the service period of 04/24/– 05/27/in the amount of $with a due date of June 16, On June 27, 2014, Gexa Energy generated a bill for the service period of 05/27/– 06/25/in the amount of $with a due date of July 17, On July 27, 2014, Gexa Energy generated a bill for the service period of 06/25/– 07/25/in the amount of $with a due date of August 14, On July 28, 2014, you called Gexa to dispute the charges and indicated that you requested a move out on 5/18/2014, you were informed that the only call located from you to Gexa Energy was on April 29, 2014, in which you called to find out about rates offered to stay with Gexa; however, you did not request a move out during that conversation; therefore, you were liable for the charges on the account until a stop date could be establishedYou were also informed that since you had moved out and service was still active a stop date could not be submitted so that Gexa Energy doesn’t inadvertently cancel a new tenant’s serviceTherefore, a ‘Customer Without Contract’ letter would be sent advising the new tenant’s they have days to select a Retail Electric ProviderAfter days a disconnect request will be sent to stop the service and your account would be adjusted retroactive to the date of this call (July 28, 2014) On July 29, 2014, Gexa Energy received a Terminate Switch request from Oncor On July 30, 2014, Gexa Energy generated a final bill for the service period of 07/25/– 07/29/in the amount of $with a due date of August 18, There were no payments posted to your account between April 28, 2014, and July 29, Regarding the outstanding charges of $on your account, [redacted] , since you didn’t request a move out or to stop service during your call to our Customer Care Center your service continued on a month-to-month basis after your initial contract term expired as indicated within the renewal letter sent to you on April 4, Therefore, you are liable for the charges incurred on your account until the account was switched away from Gexa Energy on July 29, 2014, by another provider We sincerely apologize for any inconvenience this issue may have caused youHowever, as previously mentioned, since you did not request a move out after your contract’s end date, the service continued on a month-to-month basis until July 29, 2014, when Gexa Energy received the Terminate Switch request from the [redacted] (***), ***Therefore, Gexa Energy cannot warrant waiving the charges incurred on your account until the account was switched away from Gexa Energy on July 29, 2014, by another providerOur records indicate that you have a past due balance of $To avoid additional penalty fees; your payment is due immediatelyWe thank you for providing us with an opportunity to address the customer’s complaint Gexa Energy Customer Relations Department

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I appreciate the attention of the staff of the Revdex.com and of GEXA that quickly brought this situation to a conclusion that I am obviously very pleased aboutThank you to all involved

January 23, [redacted] ***Apt [redacted] , TX [redacted] RE: Revdex.com # [redacted] Dear Ms***, Gexa Energy received your complaint filed with the Houston Revdex.com (Revdex.com) on January 15, regarding your electric service with Gexa EnergyYour complaint states you live in a one bedroom/one bathroom apartment and you go to school during the day and work at night (so you are rarely home)You state you signed up with Gexa Energy around October of and since your first bill and everyone after that have had ridiculous " [redacted] delivery" chargesYou state you called and asked the representative to explain your bill and what exactly the [redacted] charges were but she had no idea so she said she would send it in to be reviewed, she told you to call back within hours to see if it had been resolvedYou state when you called back it was still being reviewed this went on for weeks until you got your dad involvedYou states they finally called you back on December and said they were unable to dispute the [redacted] charges and still could not explain why the charges were so high compared to how low your power usages were A detail investigation of your account revealed that you initiated service with Gexa Energy on October 13, 2014, with the energy charge rate of per kWh for the service address of [redacted] ***Apt ***, [redacted] , TX [redacted] under account # 1708246-Review of her account revealed the following: On October 10, 2014, Gexa Energy sent your Welcome Package which included your Terms of Service (TOS), Electricity Facts Label (EFL), and Your Rights as a Customer (YRAC)Your EFL indicates “ [redacted] Delivery Charge is $and $per month flat charge”It also indicates ‘ [redacted] charges are subject to changeSee “Pricing” and “Change in Law Regulation” section of the Terms of Service.’ On October 29, 2014, Gexa Energy generated a bill for the service period of 10/13/– 10/27/with an energy charge of per kWh and indicating a [redacted] Delivery Charge of $85.01, a Connection Charge - Self Contained Meter of $and a Franchise Fee Adjustment charge of $with a total amount of $due on November 17, On November 25, 2014, you called to find out why your bill was so high and to find out why the [redacted] charges were so highA Gexa Energy representative informed you that she would have to submit a [redacted] Dispute to find out and advised that you would be contacted when we received a response On November 26, 2014, Gexa Energy generated a bill for the service period of 10/27/– 11/24/with an energy charge of per kWh and indicating a [redacted] Delivery Charges of $with a total amount of $due on December 17, On December 24, 2014, Gexa Energy generated a bill for the service period of 11/24/– 12/23/with an energy charge of per kWh and indicating a [redacted] Delivery Charges of $with a total amount of $due on January 15, On January 14, you informed that your meter was a commercial meter and if your residence was not a commercial location you needed to send an email to your TDU, TNMP requesting a rate verification and meter review On January 19, 2015, Gexa Energy generated a bill retracting the usage for the service periods of 10/13/– 12/23/indicating the total adjustments in the amount of-$with a total amount of -$due on February 9, As the customer’s Retail Electric Provider (REP) Gexa Energy bills the customer’s electric service based on the meter readings that are provided by the customer’s local TDUThe [redacted] is responsible for service connections, disconnections, reading and testing the meters, responding to service outages and maintenance of their facilities and equipment within their service territoryAs previously indicated, the January 19, 2015, bill indicates your meter was changed to a non-commercial meter and applied a credit in the amount of -$to your account We sincerely apologize for any inconvenience this issue may have caused you We thank you for providing us with an opportunity to address your complaint Sincerely, Gexa Energy Customer Relations Department

Your complaint states you were having technical issues with our website and also that you have been unable get through our Interactive Voice Response system to reach a customer service agent A detail investigation of your account revealed that you initiated service with Gexa Energy on [redacted] ***, for the service address of Yale St., Houston, TX under account # [redacted] Further review of your account revealed the following: § Upon receipt of your complaint, I submitted a request to Gexa Energy’s IT Department to review our website to verify and resolve any issues and they have reported that none were discovered § I also sent a request for a call center representative to contact you regarding your issuesNotes on your account indicate that you were able to post a payment to your account via the internetAlso, a customer service supervisor assisted you with renewing your fixed rate contractYou mentioned to her that you had an issue with our extension policy but she informed you that you failed to adhere to the requirements on your last extension which disqualified you for any future extensions up to six monthsHowever, in-lieu of your system issues she has lifted the six month ban and notated your account to allow you another extension advising you that you must adhere to the policy going forwardThe supervisor also informed you that in order to receive the extension you must contact after receiving a disconnect notice but before the disconnect notice expires and we will grant you an extension for days after the disconnect date only, but you must call before that letter expires We sincerely apologize for any inconvenience this issue may have caused youWe thank you for providing us with an opportunity to address the customer’s complaint Gexa Energy Customer Relations Department

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you *** update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to **mplaint ID ***, and find that this resolution would be satisfactory to me

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. Hidden fees are those that miraculously appear with no prior notice. At no time was I told about these fees . I waited until my contract for the electrical service was complete. They efforts at imprisoning customers is quit obvious. I have the right to choose an electrical supplier
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. I have paid all bills and I have a record of those. Further, I was over paid by $***
It shows on this form that the cost of monthly service was $***. Then all sorts of fictitious charges are manufactured when I mentioned that I was leaving. Not acceptable! As A Senior this is harassment because I am choosing to leave. It is very short cited as I will not return and will let others know how I was mistreated by Gexa after being with this company for more than years
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Saying that you are unable to reduce the balance any further would be falseI am sure if this was a complaint from someone within your own company they would do it for themI work in retail and under stand the concept of "we are unable"What that really means is that you don't want toI am not asking for you to drop all chargesI will Pay $of the balance and you can waive the restIn my opinion, not waiving the fee is a higher toll on the companies financesLast years acquisition cost per customer was minimum $per annual The fact is if I live even more years, that is $6,in cost alone you are willing to throw awayNot only that but the profit and revenue you stand to lose for the next yearsIn my community we refer each other to the best ratesEven if you have the best rates we will not referThat is further loss in profit and revenueLast year 60% of customers switch multiple times during the year which give you the high probability that we will returnAll it takes is a few clicks and you save a customer for life and gain future ones because your reputation will be of a company that tries to help its customers rather than trying to just make money out of themLogically your company stands to make more money by keeping me as a customer rather than taking my $dollarsAnd if we had resolved this already, you would have already had us back as a customer but we chose to go another route since you did not wish to help usI hope that you will make the right decision for your companies interest.
Regards,
*** *** ***

February 16,
Debbie B***
*** Thistledown Dr
Plano, TX
RE: Revdex.com # ***
Dear MsB***,
Your complaint states you entered into a month contract with Gexa Energy on 2/11/When you received your first
bill, I called customer service to ask about the $Base ChargeThe customer service representative informed you that they could not waive the charge because the billing period was in excess of daysYou state that near the end of your contract you found that the Gexa renewal rates were not competitive with the market and opted to switch providersHowever, when you received your final bill for only days of usage, it indicated another base chargeTherefore, you assumed Gexa Energy would waive the $charge since it was for less than days of usageHowever, when you called you were informed they could not waive the $9.95, even though it only covered days, because the account had been cancelled
MsB***, please be aware that upon enrollment you were provided with the details of Gexa Energy’s Base Charge via the Electricity Facts Label (EFL) attachedA Base Charge of $applies if the customer uses less than kWh per billing cycleThe Base Charge is $if the customer uses kWh or more per billing cycleAs the customer’s Retail Electric Provider (REP) Gexa Energy bills your electric service based on the meter readings and bill cycle dates that are provided by your local TDU OncorGexa Energy does not determine the length of your billing cycleMsB***, your billing cycle is determined by your local TDU’s meter read date and your requested service start and/or stop datesAs a courtesy to our customers Gexa Energy will waive the Base Charge if it is for less than days of usageHowever, please understand that we are unable to apply a courtesy waiver to your account after it’s closed due to system requirements
We sincerely apologize for any inconvenience this issue may have caused the customer We thank you for providing us with an opportunity to address the customer’s complaint.
Gexa Energy Customer Relations Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
As I have stated before I have never received any notification by mail nor by any other formatThe correct procedure should have been to contact me by email or phone first to notify me of the rate increase and then if you did not get a response notify me by regular mailThe fact that this did not happen reflects poorly on the business practices of Gexa Energy and confirms that you purposefully notify the customers via regular mail knowing that there is only a small chance that anyone would check the fine print and notice the changeYou also never explained why your rate jumped to ***cents for the month-to-month plan which is an outrageous rate! I will pay my bill (which by the way is due *** according to your records online) but will never use your services again and will make sure that nobody else that I know does
Regards,
*** ***

Gexa Energy received your complaint filed with the Houston Revdex.com (Revdex.com) on *** ** *** regarding your electric service with Gexa Energy You state Gexa Energy is charging hidden fees for changing to a new energy service providerYou also state you have the right to
change providers and you want the hidden fee of $*** waived
A detail investigation of your account revealed that you initiated service with Gexa Energy on *** ** ***. Our records show that you were enrolled in Gexa Energy’s budget billing program on *** ** ***Additional review of your account revealed the following:
*** ***, upon enrollment of the BB program you were mailed a BB Plan Request Response Letter confirming your enrollment onto the plan in the BB amount $***(Enclosed) Please note the letter also informed you “The balance on your invoice is the total amount you owe Gexa Energy, and must be paid in full if you opt out of the Program or if you fail to remit your full budget bill payment by the bill’s due date, or if your service is terminatedIf you fail to remit your full budget bill amount by your bill’s due date, you will be subject to disconnection (including all associated charges)I have attached of your last statements and on the second page of each statement it shows your accumulative variance amount listed which is the difference of your monthly budgeted amount and your total amount dueThis variance amount was explained to you when you enrolled in the programOn your final statement it shows your Budget Settlement amount of $***, the Balance forward shown is the Budget Settlement amount minus the credit “Total From Last Bill” in the amount of $*** which left a “Balance Forward” of $***The Amount Due of $*** is the “Balance Forward” amount of $*** plus the “Current Charges” from page two in the amount of $***
We sincerely apologize for any inconvenience this issue may have caused the customerAs mentioned above the amount of your last bill is your Budget Settlement amount plus your current charges; therefore, Gexa Energy is unable to warrant waiving any of these chargesWe thank you for providing us with an opportunity to address the customer’s complaint.
Gexa Energy Customer Relations Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I reviewed the phone call transcript with the Gexa supervisorDuring the call I did confirm with the representative that my current rate is c/KWHr and new rate is 8.4c/KWhrthe rep confirmed thatI wasnt told that I am comparing the total cost before with just the energy charge nowthe total cost now exceeds 10c/KWhrI think that is not correctAt this time I would like to ask Gexa to let me opt out of the contract without charging early termination fees so that I can change my provider
Regards,
***

April 27,
*** ***
*** *** *** **
*** ** ***
RE: Revdex.com #
Dear Mr***,
You still indicate you have not been able to speak with anyone at Gexa Energy other than a non-English speaking individual and you state that you do not consider this issue resolved until you receive an ebill or paper billMr***, Gexa Energy does not have any non-English speaking employees in our call center; however, we do have several bi-lingual call center representatives employed which allows us the ability to service the vast majority of our customer’s needs
As I previously indicated in my last response, our records indicate that a call Center Supervisor spoke with you on April 15, (call recording attached for your review)During that conversation you confirmed that you received our test email which appeared as a newsletter which also confirms that the ebill notifications are being delivered to your new email addressYou were then informed that Gexa Energy will give you a courtesy call after the next ebill notification is sent to verify receipt to which you indicated that you would like a call from Gexa Energy to confirm receipt of the ebill notification and you also indicated that you were satisfied with the outcomeThe supervisor also informed you that copies of the previous bills you indicated you did not receive were sent to your billing address via US Mail. Our records of your account do not indicate any returned mail; therefore, Gexa Energy assumes that you have received the billing statements that were sent
Again, we sincerely apologize for any inconvenience this issue may have causedWe thank you for allowing us the opportunity to address your concerns
Gexa Energy Customer Relations Department

August 24, 2015
 
[redacted].
Fort Worth, TX [redacted]
RE:   Revdex.com # [redacted]
      
Dear Ms. [redacted],
Your complaint states you agreed and signed up for 5.9 cents per KWH. However Gexa Energy has been charging you...

10.9.
 
A detail investigation of your account revealed that you initiated service with Gexa Energy on June 3, 2011, for the service address of [redacted]., Fort Worth, TX [redacted] under account # 1448727, selecting the Gexa Airline Rewards 20% Green a 12 month fixed rate plan with the Energy Charge of $0.060 per kWh and the average price per kWh of $0.126 per kWh at 500 kWh, $0.10 per kWh at 1000 kWh and $0.096 per kWh at 2000 kWh. Review of his account revealed the following details:
On February 15, 2013, Gexa Energy sent your Welcome Package which included your Terms of Service (TOS), Electricity Facts Label (EFL), and Your Rights as a Customer (YRAC).
On January 3, 2014, Gexa Energy sent your Renewal notice indicating: “Your fixed rate service plan is scheduled to expire on February 17, 2014. Be assured your electricity service will continue if you do not choose a new fixed-rate service plan. If a new Gexa fixed-rate service plan is not selected by February 17, 2014, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.”
You failed to renew your fixed rate contract; therefore, on March 14, 2014, your rate was migrated to the Bridge Plan, a variable rate plan with the rate of $0.094205 per kWh.
On August 17, 2015, Gexa Energy received and processed your switch request.
 
As your Retail Electric Provider (REP) Gexa Energy bills your electric service based on the meter readings that are provided by your local TDU. The TDU is responsible for reading and testing the meters, responding to service outages and maintenance of their facilities and equipment within their service territory. As previously mentioned you were sent a renewal notification On January 3, 2014, (attached) indicating your contract’s end date and rate change notification via mail. However, your bill increased because you failed to renew your contract rate or switch your service to another provider prior to your contract’s end date and your account was migrated to a higher holder-over rate. Therefore; Gexa Energy is unable to warrant any adjustments on your bill.
 
We sincerely apologize for any inconvenience this issue may have caused you.  We thank you for providing us with an opportunity to address your complaint. 
 
Sincerely,
 
 
Gexa Energy Customer Relations Department

October 21, 2016
 
[redacted]
[redacted]
 
RE:   Revdex.com # [redacted]
      
 
Dear Ms. [redacted],
 
Your complaint states you signed up on a balance billing plan and you were under the impression the bill would stay...

the same for a full 12 months since it was based on the previous 12 months usage. You state your monthly charge increased considerably in May or June but when you called to discuss it the Gexa consultant was not interested in helping and had an attitude. Before the end of the contract your bill decreased $50 on the last month but you still decided to change to another provider. You state your final Gexa bill was $449 plus the variance total $1200. When you called to inquire why you received the additional charge you were told it was for over usage and you would have to pay the $1200.
 
A detail investigation of your account revealed the following:
·         On June 22, 2010, you enrolled in the Gexa Energy Budget Billing Program and were provided with a confirmation letter (attached). The confirmation letter indicated; “This letter confirms your enrollment in the Gexa Energy Budget Billing Program as of 6/22/2010 in the amount of $255.00. As written in the Terms of Service, your budget bill amount may be modified if your consumption or rate changes significantly while enrolled in the program. Therefore, Gexa Energy will modify your Budget Bill Amount to help you avoid a large lump sum payment at the conclusion of the budget term.”
 
With this plan, Gexa Energy will continue to send an actual bill, showing all charges incurred. The Budget Bill amount ($255.00) must be paid each month by the bill's due date. (Even if the budget variance shows a credit, the Budget Bill amount must be paid, as this provides the funds to cover the higher bill months.)In addition, any non-recurring charges from   Gexa Energy and the Transmission and  Distribution Utility  {TDU), such as a customer-requested meter test, must be paid each month by the due date of the bill. Each bill will reflect any Budget Bill payments made against the total outstanding amount due. This actual balance due is the amount that must be paid if you wish to opt out of the Budget Billing program.”
 
·         Upon each increase due to significant changes in your consumption, you were notified via a Budget Amount Change Notification Letter. A copy of the letter date September 23, 2014 is attached for your review.
 
 
 
 
·         I have provided copies of your billing statements dated; 7/06/2016, 8/05/2016, 9/02/2016, 10/04/2016 & a final bill dated 10/05/2016. All of which indicate the “Budget Balance Due” which is you monthly budgeted payment amount, the “Accumulated Variance” which is tied to our Budget Billing program. It’s the 12 month running difference between a customer’s “Budget Billing Amount” and their “Actual Balance” which is the total amount due on the account which must be paid if you cancel the budget billing program.
 
As indicated in the Budget Billing Terms of Service Addendum provided to you in the budget billing enrollment communication, “your budget bill amount may be modified if your consumption or rate changes significantly while enrolled in the program. Therefore, Gexa Energy will modify your Budget Bill Amount to help you avoid a large lump sum payment at the conclusion of the budget term.” Also included in the Budget Billing Terms of Service Addendum “You may opt out of the Program at any time by paying your full balance due as shown on your invoice and providing written notification of your desire to be removed from the program to the following address: Gexa Energy; 20455 State Highway 249, Suite 200; Houston, TX 77070; Attention: Budget Billing, or you may opt out via email by sending notice to [email protected]. You may also contact Customer Service at: (713) 961-9399 or toll-free (866) 961-9399 (outside Houston)”. 
 
We sincerely apologize for any inconvenience this issue may have caused you. Ms. [redacted], unfortunately the accumulated variance is part of your total balance due as described above; therefore, Gexa Energy is unable to warrant waiving any charges on your final bill. We are unable to substantiate your claim that Gexa Energy’s representatives were unwilling to assist you; it’s our goal to provide excellent customer service to all of our customers; therefore, the issue has been escalated to the Customer Care Management Team for further review and handling. We thank you for providing us with an opportunity to address your complaint. 
 
 
 
Gexa Energy Customer Relations Department

February 24, 2015
 
[redacted]
[redacted]
[redacted] City, TX [redacted]
RE:   Revdex.com # [redacted]
      
Dear Mr. [redacted],
 Your complaint states when your current contract ended the electric bill skyrocketed to $274 per month in a second...

home with little usage that month. When you called to renew you were quoted a price of 6.4 cents per kWh but when the fact sheet showed up it was 13.0 cents per kWh. You state when you called to question the rate you were not allowed to hear the recording where the extra fees were disclosed. You state you were also advised if you cancelled your service you would be charged a $295 fee which also was not disclosed. You state the paperwork said you could cancel within 3 days but the representative said that does not apply to you.
 
A detail investigation of your account revealed that on September 3, 2015, you initiated service with Gexa Energy selecting the Gexa Choice 9 plan, a 9 month fixed rate plan. This contract price was effective starting with your bill that contains the usage for: 09/06/2013 and terminated with the bill containing usage for 06/05/2014. An additional review of your account revealed the following:
On April 21, 2014, Gexa Energy sent you a Renewal notice indicating: “Your fixed rate service plan is scheduled to expire on June 5, 2014. Be assured your electricity service will continue if you do not choose a new fixed-rate service plan. If a new Gexa fixed-rate service plan is not selected by June 5, 2014, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.”
·         After this contract expired, you failed to renew your contract rate, therefore; your rate was migrated to month to month (variable) rate plan.
On February 7, 2015, you completed a contract renewal selecting the Gexa Stable 24 plan, a 24 month fixed rate plan with the rate of $0.067 per kWh. This contract price was effective starting with your bill that contains the usage for: 02/07/2015 and terminated with the bill containing usage for 02/06/2016.
On February 9, 2015, Gexa Energy sent your Renewal package which included your Terms of Service (TOS), Electricity Facts Label (EFL), and Your Rights as a Customer (YRAC). Your EFL indicates the Energy Charge is $0.0666 per kWh. The EFL also indicate the Average Price per kWh is $0.13 per kWh at 500 kWh, $0.105 per kWh at 1000 kWh which includes and $0.102 per kWh at 2000 kWh. A monthly service fee of $9.95 applies if your usage is below 1000 kWh per billing cycle. The EFL also EFL indicates “TDU Delivery Charge is $0.0332 and $5.25 per month flat charge”. It also indicates ‘TDU charges are subject to change. See “Pricing” and “Change in Law Regulation” section of the Terms of Service.’
Your February 7, 2015, billing statement for the service period of 01/06/15 – 02/05/15 with an actual usage reading of 1786 kWh with an energy charge rate of $0.1024 cents per kWh and the average rate of $0.139 per kWh in the amount of $247.78 due on February 26, 2015.
In January 2014, you contacted Customer Care regarding your current rate and charges on your recent bill. The representative explained the details of your rate as indicated on your EFL and informed you that you were provided the same details during your enrollment (call attached for your review) and via the EFL that was sent to you.
 
Regarding your request to cancel your service within 3 days – As indicated within your Terms of Service document under Rescission: If you are switching your electric service to Gexa Energy from another REP, you have the right to rescind your Agreement with Gexa Energy without any fee or penalty of any kind within three (3) federal business days of receiving this Terms of Service document. Mr. [redacted] you did not recently switch your service to Gexa Energy from another Retail Electric Provider (REP), you completed a Rate Change / Product Renewal as a current customer; therefore, the Rescission Rule does not apply.
 
We sincerely apologize for any inconvenience this issue may have caused the customer. We thank you for providing us with an opportunity to address your inquiry. 
 
 
Sincerely,
 
 
Gexa Energy Customer Relations Department

November 11, 2016
 
[redacted]
 
RE:   Revdex.com # [redacted]
      
 
Dear Ms. [redacted],
 
Your complaint states Gexa Energy sent you account to Pro Collect over an electricity...

bill at your apartment complex. You state you only signed a one year contract with the electricity company and when you purchased a house and moved into it in November; you kept the apartment until the lease was up in January. When you tried to transfer your electricity to the new house, Gexa Energy said they were not able to provide service to the new area so they could not transfer the service. You state you paid the last bill but in April, you received a call saying you owed money for your last month’s electricity bill. Then it was sent "immediately" to collections and you could not see the bill online as an invoice. You state Gexa Energy was supposed to have called back with recorded phone calls from previous conversations where you had informed Gexa Energy about your plans of moving out, since they weren’t able to transfer your service. When you asked for the president of the company’s address or email, you were conveniently "hung up on.
 
A detail investigation of your account revealed the following:
On January 29, 2015, Gexa Energy received and processed a switch request with the effective switch date of February 6, 2015.
On February 7, 2015, Gexa Energy generated a final bill in the amount of $55.82 with the due date of February 27, 2015.
On February 9, 2015, you called about your bill indicating that you moved in Dec 2014 but you stated you called Gexa Energy in November 2014 and was told by a representative that when your contract ended Gexa Energy would stop your service on that date. The Customer Service Representative (CSR) informed you that your service was not stopped and the notes on your account for that conversation did not indicate you requested a stop date. Therefore, you requested to have that call pulled and the CSR informed you that he would submit a request to have the call pulled and he advised that it would take 24 to 48 hours to pull the call and review it.
On February 9, 2015, a Care Center Team Lead pulled the November 4, 2014, call and notated the details on your account so that anyone could provide the details to you whenever you called back. Pull Call Details: “You informed the CSR that you were moving and ask how much it would cost to cancel your plan. The CSR informed you that it is no cost/penalty to move. The CSR informed you to just provide a move-out date but you informed the CSR that once you close on your house you would call back with the date and CSR informed you once you determined the date to callback and provide the move-out date.”
On February 17, 2015, you called and informed the CSR that you were promised a call back but the CSR informed you that there were no notes indicating a call back on that you requested the details of the 11/04/2016 call; therefore, the Team Lead notated the details of the call on your account. You then requested a Supervisor and the CSR transferred you to his Supervisor who informed you that since you didn’t provide a stop / move-out date your account remained active until Gexa Energy received a switch request due to someone else changing the service into their name with the effective switch date of February 6, 2015. Therefore, the charges were valid and your responsibility.
On March 2, 2015, after not receiving a payment for the outstanding balance, Gexa Energy sent you a Late Payment Notice indicating “you have a past due balance of $55.82. To avoid additional fees and to ensure your account closes in good standing; your payment is due immediately.”
On March 11, 2016, after not receiving your payment for the outstanding amount, the balance of $55.82 was written off against Gexa Energy’s bad debt reserves and the account was sent to our third party collection agency.
 
As previously indicated, a Gexa Energy Team Lead reviewed the call recording and indicated that you did not provide a move out date during the call and you were instructed to call back when you close on your new home and determine a valid move-out date but you never called back with that information. Therefore, your service continued until Gexa Energy received a switch request with the effective switch date of 2/6/2015 which you are responsible for the service through that date. Also, we are unable to substantiate your claim that a Gexa Energy’s representatives hung up on you when you requested the contact information for the President of our company. It’s our goal to provide excellent customer service to all of our customers; therefore, the issue has been escalated to the Customer Care Management Team for further review and handling. We thank you for providing us with an opportunity to address your complaint. 
 
Sincerely,
 
 
 
Gexa Energy Customer Relations Department

Mr. [redacted],
 
I provide a copy of the final bill with my initial response. However, I have attached another copy for your records.
 
Regards,
Gexa Energy Customer Relations Department

September 25, 2015
 
[redacted]
[redacted]
[redacted]
[redacted]   [redacted]
 
 
Dear Mr. [redacted],
Gexa Energy received your complaint filed with the Houston Revdex.com (Revdex.com) on September 15, 2015, regarding your electric service...

with Gexa Energy. Your complaint states you never received a welcome package, bill or any other correspondence from Gexa Energy. You states that when you cancelled your account you paid the final balance of $419.23 on 9/16/2014 but you never received a cancellation confirmation. You states you recently noticed a negative charge on you credit from Gexa Energy in the amount of $450.00 but when you contacted Gexa about it you were informed that the $419.23 payment was for the bill prior to the final bill which was due to the usage of 2900 kWh for three weeks; however, you state you have never used over 2500 kWh in a 4 week period.
 
A detail investigation of your account revealed that you initiated service with Gexa Energy on March 20, 2014, for the service address of [redacted]. Further review of your account revealed the following:
 
      On March 21, 2014, Gexa Energy sent your Welcome Package which included your Terms of Service (TOS), Electricity Facts Label (EFL) and Your Rights as a Customer (YRAC) which is attached for your review.
      ON April 9, 2014, you called Gexa Energy stating that you received a letter indicating your contact phone number was incorrect and you wanted to provide your correct telephone number.
      On July 19, 2014, Gexa Energy generated a bill in the amount of $374.71 indicating the usage of 3115 kWh for the service period from 06/15/2014 to 07/16/2014 with the due date of August 7, 2014.
      On August 11, 2014, Gexa Energy generated a Disconnection Notice informing you of a past due balance of $207.67 with a total amount due of $207.67 with an earliest disconnection date scheduled for the first business day on or after August 21, 2014.
      On August 15, 2014, Gexa Energy received and posted your payment of $207.67.
      On August 16, 2014, Gexa Energy generated a bill in the amount of $419.23 indicating the usage of 2855 kWh for the service period from 07/16/2014 to 08/14/2014 with the due date of September 5, 2014.
      On September 9, 2014, Gexa Energy generated a Disconnection Notice informing you of a past due balance of $419.23 with a total amount due of $419.23 with an earliest disconnection date scheduled for the first business day on or after September 19, 2014.
      On September 15, 2015, you contacted Gexa Energy to find out why your bill was so high and a Customer Service Representative (CSR) informed you that it was due to the usage of 2855 kWh and a Late Payment Penalty charge of $9.98 and also your contract expired and you were on a higher variable rate. You asked the CSR if you signed a new contract could we backdate the rate to cover your last month’s bill and the CSR informed you that we could not. Therefore, you informed the CSR that you since you could not get the rate adjusted you would be cancelling your service.
      On September 15, 2014, Gexa Energy received and posted your payment of $419.23.
      On September 15, 2014, Gexa Energy received and processed your switch request.
      On September 18, 2014, Gexa Energy generated a final bill in the amount of $450.63 indicating the usage of 2952 kWh for the service period from 08/14/2014 to 09/15/2014 with the due date of October 8, 2014.
      On October 10, 2014, Gexa Energy generated a Late Payment Notice informing you of a past due balance of $450.63 and indicating to avoid additional fees and to ensure your account closes in good standing; your payment is due immediately.
      On May 8, 2015, after failure to remit payment the balance on your account was written off against Gexa Energy’s Bad Debt reserves and sent to Gexa Energy’s third party collection agency.
 
We sincerely apologize for any inconvenience this issue may have caused you. Your account does not indicate any returned mailed; therefore, Gexa Energy assumes the statements were delivered as mailed. As previously noted your account records indicate that after receiving the Disconnection Notice your payments were posted with the exception of the final bill and Late Payment Notice dated October 10, 2014. Mr. [redacted], your final bill with the usage of 2855 kWh for the service period from 07/16/2014 to 08/14/2014 was for 29 days which is a full four week period. Also each of your last three bills with Gexa Energy shows that you used more than 2500 kWh in a four week period.
 
In order to have this charged removed from your records, you must pay the balance in full directly to Gexa Energy or our third party collection agency. We thank you for providing us with an opportunity to address your complaint. 
 
Sincerely,
 
 
 
Gexa Energy Customer Relations Department