Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is disputing the increased energy charge for his electric service account at [redacted] History On July 1, 2013, [redacted] contacted Reliant and requested to enroll on the Reliant Basic Power plan This variable price plan includes an energy charge of 4.6¢ per kWh, [redacted] (***) electric delivery charges of $per month and 0.28876¢ per kWh and a usage charge of $for usage below kWh in a billing cycle [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) by mail on July 3, On July 24, 2013, [redacted] contacted Reliant and requested to enroll on the Reliant Secure with 20% Wind plan This fixed price plan includes an energy charge of 4.8¢ per kWh, [redacted] (CNP) electric delivery charges of $per month and 0.28872¢ per kWh and a usage charge of $for usage below kWh in a billing cycle [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) by mail on July 26, On February 26, 2014, a contract expiration notice (CEN) was sent to [redacted] advising that the current price plan was expiring and that the account would transition to the Reliant Flex plan with the first meter read date after April 1, unless [redacted] enrolls in an alternate price plan or if he switches the electric service to another retail electric provider (REP) The contract expiration notice also included the electricity facts label (EFL), terms of service agreement, and a copy of the ‘Your Rights as a Customer’ document for the Reliant Flex plan Reliant’s records do not reflect that a request was received from [redacted] to change his price plan; therefore, the account transitioned to the Reliant Flex plan effective April 7, Subsequent invoices from May 9, through December 9, reflected the Reliant Flex plan pricing Multiple contacts were received from [redacted] on December 14, concerning a high bill The Reliant representatives advised [redacted] that the account was currently enrolled on the Reliant Flex price plan and offered to enroll the account on an available price plan [redacted] stated that he was not notified of the price plan update to the account, requested to speak with a supervisor and his call was transferred The Reliant supervisor advised [redacted] that Reliant sent a contract expiration notification reminder letter stating his contracted rate was set to expire with the first meter read date after April 1, On December 16, 2014, Reliant received notification that the electric service address at [redacted] *** was switching to another retail electric provider effective December 15, On December 17, 2014, a final invoice for $was sent for the billing period of December 5, through December 15, with a Balance Forward of $and Current Charges of $ Resolution Reliant regrets any inconvenience these proceedings may have caused [redacted] ; however, a review of his account determined that [redacted] was properly notified of product and variable pricing on his contract expiration notice, as well as on all of his monthly invoices and we have honored the terms of his agreementAs a result, no refunds or credit adjustments are warranted at this time For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # At Reliant, we take complaints very seriously We always appreciate hear [redacted] from our customers and want to ensure their concerns are addressed Please see below for a summary of our find***s: Issue Ms [redacted] disputes invoiced charges for the electric service account at [redacted] *** History On December 4, 2014, an invoice for was sent for the bill [redacted] period of October 29, through December 1, with a Balance Forward of $and Current Charges of $ On December 23, 2014, a one-time bank draft payment for $was processed via Ms [redacted] ’ Online Account Management (OAM) On December 29, 2014, Reliant received notification that the payment of $was returned by Ms [redacted] ’ financial institution and a $returned payment charge was applied to her account On January 5, 2015, a disconnection notice was sent for $due by January 15, On January 7, 2015, an invoice for $was sent for the bill [redacted] period of December 1, through January 2, with a Returned Payment of $130.64, Returned Payment Charge of $25.00, Disconnect Notice Fee of $10.00, Late Payment Penalties total [redacted] $and Current Charges of $ On January 13, 2015, Ms [redacted] contacted a Reliant representative and processed a card payment of $ On January 29, 2015, a disconnection notice was sent for $due by February 9, On February 5, 2015, an invoice for was sent for the bill [redacted] period of January 2, through February 2, with a Balance Forward of $158.79, Disconnect Notice Fee of $10.00, Late Payment Penalty of $and Current Charges of $ Later on February 5, 2015, a card payment of $was processed via Reliant’s Interactive Voice System (IVR) On February 23, 2015, a one-time bank draft payment for $was processed via Ms [redacted] ’ Online Account Management (OAM) On February 26, 2015, Reliant received notification that the payment of $was returned by Ms [redacted] ’ financial institution and a $returned payment charge was applied to her account From March 29, through April 2, 2015, Reliant received multiple calls from Ms [redacted] request [redacted] an explanation of her invoiced charges and disput [redacted] the returned payment chargesThe Reliant representatives provided an explanation of the invoiced charges and submitted an investigation to review the account On April 9, 2015, it was determined that the February 23, payment of $was returned from her financial institution due to an incorrect bank account number entered online As a courtesy, the Returned Payment Charge of $was credited to the account Resolution Reliant regrets any inconvenience these proceed***s may have causedA review of Ms [redacted] ’ account determined that the payments posted on December 23, and February 5, 2015were returned from her financial institution due to an incorrect bank account number entered online As a courtesy, a Returned Payment Charge of $25.00, Disconnection Notice Fees total [redacted] $20.00, a Disconnection Recovery Fee of $and Late Payment Penalties total [redacted] $were credited to the account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Crystal K [redacted] Customer Support 713-488-
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Regards, Iam not agree with [redacted] I don't want ti know I yesd this many kW or that what I want is to get to the main point, for reliant to get the record where they indicated that I will be paying $per month for one year contract and not matter how much electricity I used I that will be the amount on my bill$plus taxI really dont get any specific answer from [redacted] I will prefere him not to tell me how much I used or this or that.I don't need that kind if explanation get the record conversation nlike I mentioned beforeThat will be fairThat last bill is ridiculous.how can I pay for a lieThank you
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr [redacted] concerns regarding his promised incentive A request has been submitted to have the additional $gift card issued to Mr*** Mr [redacted] has been contacted and advised of the steps taken to correct the matter If Mr [redacted] has any additional concerns regarding this complaint, please contact me at [redacted] , Monday through Friday between 8:a.mand 5:p.m For added convenience, Reliant’s Customer Care Department is available hours a day, days a week at 866-RELIANT and by web chat at [redacted] [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] is disputing the representation of the price plan and the collections amount of $for electric service at [redacted] *** History On December 19, 2013, Mr [redacted] via a Reliant door to door sales agent contacted Reliant and agreed to enroll his electric service account at [redacted] to Reliant effective on for the next meter read of December 26, Mr [redacted] enrolled on Reliant’s Free Weekends plan This plan includes an energy charge of ¢ per kWh, TDSP delivery charges of $per month and 3.7969¢ per kWh, and a base charge of $ There is no energy charge applied to usage from 8:P.MFriday to 12:A.MMonday This price plan also included an incentive of a $account credit Mr [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the door-to-door agent at the time of the enrollment On January 7, an invoice for $was sent for the billing period of December 26, through January 3, with current charges of $ On January 15, 2014, a payment of $posted to the account On February 5, an invoice for $was sent for the billing period of January 3, through February 3, with current charges of $ On February 11, 2014, a payment of $posted to the account On March 6, an invoice for $was sent for the billing period of February 3, through March 4, with current charges of $ On March 17, 2014, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider (REP) effective March 17, On March 19, 2014, a final invoice for $was sent for the billing period of March 4, through March 17, with a balance forward of $and current charges of $which included an early cancellation fee of $ On April 9, 2014, a payment of $was posted to the account On April 25, 2014, a final notice for $was sent to Mr [redacted] advising “that your final bill remains outstanding To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due You will NOT receive any further notices.” On May 5, 2014, a payment of $was posted to the account Resolution Reliant regrets any inconvenience these proceedings may have caused Mr [redacted] ; however, a review of Mr [redacted] 's account determined that the account has been invoiced in accordance with the Terms of Service As a one-time courtesy to the account, Mr [redacted] ’s account would be credited the cancellation fee of $ The account has also been recalled from collections On October 9, 2014, a Reliant agent contacted Mr [redacted] and advised of the update to the account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Ms [redacted] is disputing the cancellation fee for electric service at [redacted] History On January 29, 2015, an invoice for $was sent for the billing period of December 26, through January 27, with Current Charges of $ On February 2, 2015, Ms [redacted] contacted Reliant to request a payment arrangement for the account The agent advised that the account was eligible for an extension until the date of March 9, Ms [redacted] agreed to the extension and the request was processed On February 12, 2015, Ms [redacted] contacted Reliant to request a payment arrangement for the account The agent reviewed the account and advised that there was a previous extension in place for the account On February 16, 2015, a payment of $was posted to the account On February 20, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date On February 24, 2015, a final invoice for $with a due date of March 12, was sent for the billing period of January 27, through February 20, with Current Charges of $ On March 19, 2015, a payment of $was posted to the account Resolution Reliant regrets any inconvenience these proceedings may have caused Ms [redacted] A review of Ms [redacted] ' account determined that on February 12, 2015, a payment request was submitted to Ms [redacted] financial institution in error Ms [redacted] ' service has been closed with Reliant as of February 20, As a courtesy, a request has been processed to waive the Early Cancellation Fee On April 10, 2015, a Reliant agent contacted Ms [redacted] to advise of the cancellation fee removal For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I wanted to make sure that I'm understanding the response correctly, It reads "The pie chart is an estimation of the breakdown based on studies" So on my bill and every other Reliant customers bill this chart has no facts to support it and it has nothing to do with the charges we see reflected on the monthly statements? So why wasn't I informed of this on any of my calls to Reliant not even the supervisor whom I spoke to on my last call had the information I was given in your responseTheir is also the issue of the discrepancy in the why the statements read showing months of billing, I listed this in my original complaint, On my bills for Aug and Septit shows my usage for July days @1,kWh and for Aug days @1,BUT when they sent out my Octbill on the month average those months now show something completely differentOct bill reads July days @ 1,kWh and Aug at days @1,kWhI done quite understand this is this another billing issue.I can not compare my usage on SmartMeterTexas.com .between Reliant and my new provider, because it seems that since I no longer use Reliant I can not access to any past account; But when I compare last years Reliant bill with my current provider I used LESS with reliant but my bill was almost $more, Reliant shows no additional fees so was I charged for using so little electricity? Why is there such a big difference when I used less?RELIANT CHARGES FOR Day Billing Period From 10/08/To 11/06/ Energy Charge kWh 93.64Transmission Distribution Surcharges $3.42Gross Receipts Tax Reimbursement $1.04Sales Tax 2% $1.96Current Charges $100.06NEW PROVIDER Oct 8, 2014-Nov 6, 2014Current Charges kWh $59.50Sales Tax $1.19Gross Receipts Reimb $0.63PUC Assessment $0.10Total Current Charges $61.42Regards, [redacted] ***
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] is disputing his invoiced usage and charges at [redacted] *** History On January 29, 2015, an online enrollment request was submitted to Reliant requesting to start service at [redacted] on January 30, Mr [redacted] selected Reliant' s Conservation Plan effective the January meter read dateThis plan offers a an energy charge of 4.9¢ per kWh for usage from to kWh, an energy charge of 8.4¢ per kWh usage above kWh, and Oncor Delivery Charges of $per months 3.3189¢ per kWhThe term of this plan is months and it has an early cancelation fee of $ On January 30, 2015, an email confirming Reliant' s service start date was sent to Mr [redacted] at [redacted] A copy of the terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) was included On March 3, 2015, an invoice was sent for $for the billing period of January 30, to February 27, On March 12, 2015, Mr [redacted] contacted Reliant disputing his March invoiceThe Reliant representative explained to Mr [redacted] several factors that may be contributing to Mr [redacted] 's invoiceDue to a significant increase in the usage, in comparison to historical consumption at [redacted] ***, a meter test request was submitted on behalf of Mr [redacted] Additionally, the Reliant representative sent Mr [redacted] energy savings tips to assist with managing electrical usage for his home and suggestions on how to lower his monthly consumption On March 25, 2015, Reliant received the meter test response stating meter readings were accurate and the meter was working correctly On March 31, 2015, Mr [redacted] contacted Reliant disputing the Oncor Delivery Charges on the Conservation Plan The Reliant representative explained how the Oncor Delivery Charges are determined and assessed to the account, in addition to all charges assessed on the Conservation Plan Mr [redacted] did not agree with the charges stating he was not advised of the Oncor chargesAn investigation to determine if Mr [redacted] was provided a copy of the terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) was provided at the time of enrollment was submitted On April 1, 2015, Reliant confirmed Mr [redacted] was provided a copy of the terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) via his online enrollment on January 30, for the Conservation Plan plan Resolution Reliant understands Mr [redacted] 's concerns regarding the usage dispute, Reliant is responsible for billing Mr [redacted] 's account in accordance with the meter information provided by Oncor and in accordance with his Terms of Service As a courtesy, Reliant has changed Mr [redacted] 's rate plan from the Conservation Plan to the Get More Save More plan effective the March meter read dateThis plan offers a an energy charge of 5.7¢ per kWh for usage from to kWh, an energy charge of 3.2¢ per kWh usage kWh and greater, a base charge of $and Oncor Delivery Charges of $per month and 3.3344¢ per kWhAdditionally, the $early cancelation fee for the Conservation Plan was waived For any additional questions about this concern, please contact me at ###-###-#### I am available Monday through Friday from 8:a.mto 5:p.m Nancy S [redacted] Customer Support ###-###-####
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] on behalf of Ms [redacted] is disputing a delay in processing a request to initiate electric service at [redacted] *** History On March 27, 2015, Ms [redacted] contacted a Reliant representative and agreed to enroll the electric service at [redacted] effective March 27, On April 2, 2015, Ms [redacted] contacted Reliant for a status of the electric serviceA Reliant representative reviewed the account and advised that there is not an active request to enroll the electric service at [redacted] ***Ms [redacted] requested to speak with a supervisor and her call was connectedThe Reliant supervisor reviewed the account and confirmed that the enrollment request was not transmitted to Centerpoint EnergyAt that time, the Reliant supervisor submitted a request for hotel accommodations and advised Ms [redacted] that Reliant would contact her back with information regarding hotel arrangements Later on April 2, 2015, a Reliant representative contacted Ms [redacted] to provide information regarding hotel arrangements Later On April 2, 2015, Mr [redacted] on behalf of Ms [redacted] contacted Reliant for a status of the electric service and agreed to enroll the electric service at [redacted] effective April 6, Resolution Reliant regrets any inconvenience these proceedings may have caused Mr [redacted] and Ms***It was determined that due to a system issue; Ms***’s enrollment request was not transmitted to Centerpoint Energy As a courtesy, $has been credited to the account for their customer experience For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted]
[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 is incomplete I never received a notice.My name is incorrectly spelled in their correspondence (it is not Shrank...it is [redacted] )I asked for all late charges to be removed and was told no.Items in the freezer melted and ruined my refrigerator.Reliant owes me $for a new refrigerator Kerry [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Regards,iam sorry but no one try to contact me by phone just once I talk to a representative from reliant he told me they was looking into this complainOnce again some one lie to me about about an agreement of $ / per month for one year periodIam not making this out my [redacted] was present the person from reliant was telling me about it..iam not going to paid that amount of money when I did not consume that electricity I will paid the $because I was using at that time your electricityOnce again reliant lie and didn't commit to what they said via phoneIf you was able to look for those records conversations you be able to look for the one that the employee guarantee me the $69/ per month.thank you
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is disputing the deposit request for her electric service account at [redacted] History On November 7, 2014, a correspondence was sent in error to [redacted] requesting a security deposit of $200.00, due to the guarantor discontinuing service with Reliant On November 15, 2014, [redacted] contacted Reliant disputing the security deposit request The Reliant representative advised [redacted] that the letter was issued in error and to disregard the deposit request On December 20, 2014, [redacted] contacted Reliant disputing the security deposit requestShe requested to speak with a supervisor and her call was transferredThe Reliant supervisor reviewed the account, and removed the security deposit from the account Resolution [redacted] ’ account with Reliant is closed and has a zero balance For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Crystal [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue ** [redacted] is disputing the notification process for a final invoice for electric service at [redacted] History On November 28, 2014, notification was received that the electric service account at [redacted] was switching to another retail electric provider (REP) effective December 19, On December 23, 2014, a final invoice for $with a due date of January 8, was sent for the final billing period of November 20, through December 19, On January 5, 2015, an outbound courtesy call was made by Credit to [redacted] to inform ** [redacted] that services were no longer with Reliant and to verify if the customer had received the final invoice and also verified the due date of January 8, Later that day, an outbound automated courtesy call was made by Credit to [redacted] in reference to the final bill for the account Resolution ***’s account has been invoiced in accordance with her Terms of Service Reliant’s records indicate that Credit completed multiple attempts on January 5, to notify ** [redacted] about the final invoiced amount and the due date On January 7, 2015, a payment for $was posted to the account leaving a $balance For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Reliant’s Response to BBB Case # [redacted] At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings: Issue Mr. [redacted] is disputing... the final invoice for electric service at [redacted] History On December 18, 2014, Mr. [redacted] contacted Reliant and submitted a disconnection request for electric service at [redacted] for the requested date of January 2, 2015. On January 6, 2015, a final invoice for $501.13 was sent for the billing period of December 9, 2014 to January 2, 2015 with a balance forward: electricity of $132.00, a balance forward: non-electricity of $4.99, total current electricity charges of $61.04, total current non-electricity charges of $4.99, a late payment penalty of $6.60, and balance due from billing plan of $291.51. On January 6, 2015, Mr. [redacted] contacted Reliant concerning a high bill. The Reliant agent advised that the balance due from billing plan for the account added an additional mount of $291.51 and was provided with an explanation of the Average Billing Program and deferred balance. Resolution Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted] ; however, a review of his account determined that Mr. [redacted] has been invoiced in accordance with the Average Billing Terms of Service. The invoiced charges are valid and no adjustments are warranted at this time. Payment arrangements can be requested for the final invoice. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. Bern [redacted] Customer Support 713-488-***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10558459, and have determined that this proposed action would not resolve my complaint NO BILL SENT TO ME, SENT DIRECTLY TO COLLECTION AGENCY REMOVE INCORRECT INFORMATION FROM CREDIT REPORT Regards,
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal Reliant regrets any inconvenience these proceedings may have caused Reliant sympathizes with Mr [redacted] on behalf of [redacted] concerning the disputed billing A review of the accounts determined that corrections have been completed for the service addresses of [redacted] and [redacted] and corrected invoices will be issued Additionally, supporting documentation for the remaining service addresses of [redacted] and [redacted] has been received and is currently under review Mr [redacted] may contact his business account representative directly at 713-537-2696, Monday through Friday from a.mto p.mregarding the status of [redacted] accounts Bern [redacted] Customer Support 713-488-
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] is requesting a $rebate for electric service at [redacted] *** History On July 28, 2014, Mr [redacted] completed an enrollment online for electric service at [redacted] ***Mr [redacted] enrolled on Reliant’s Secure Advantage plan This plan includes an energy charge of 6.4¢ per kWh, TDSP delivery charges of $per month and 3.2184¢ per kWh, and a usage charge of $for usage below kWh in a billing cycle Mr [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the email as of July 28, Mr [redacted] requested the service to begin on July 31, Additionally, this plan did not include an enrollment incentive On September 23, 2014, Mr [redacted] contacted Reliant to inquire on the $rebate for the plan Mr [redacted] stated that he was to receive a $rebate as part of the plan and it was not processedThe agent reviewed the account and entered a request to have the issue researched The agent advised to allow 1-billing cycles for the research to be completed On October 14, 2014, the research concluded that the price plan Mr [redacted] enrolled for did not include the incentive of the $rebate and noted the account that another version of the Secure plan would need to be enrolled for to qualify for the $rebate On January 23, 2015, Mr [redacted] contacted Reliant to inquire on the rebate not being applied to the account The agent reviewed the account and advised Mr [redacted] the price plan enrolled for did not include a $rebate and offered to transition the price plan to an updated Secure Advantage plan at cents/kWh for kWh that would include the $rebate Mr [redacted] declined the offer and requested a corporate phone number to address his issue Resolution Reliant regrets any inconvenience these proceedings may have caused Mr [redacted] Reliant has invoiced Mr [redacted] 's account correctly based upon the terms and conditions disclosed on his EFL for the Secure Advantage plan On January 28, 2015, as a courtesy, Reliant applied $as a bill credit to the account On January 30, 2015, Mr [redacted] was contacted and advised of the bill credit being applied to the account Additionally, Mr [redacted] ’s feedback has been forwarded to Reliant’s Marketing area for review For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is disputing the invoiced charges for the electric service account at [redacted] *** History On [redacted] ***, Reliant received notification that the electric service account at [redacted] *** was being switched to another retail electric provider (REP) effective [redacted] *** resulting in the closure of [redacted] ***’ account On [redacted] ***, a final invoice for $was sent for the billing period of [redacted] *** to [redacted] *** with a balance forward: Electricity of $167.84, a balance forward: Non-Electricity of $68.94, Current Charges of $402.00, and Balance Due from Billing Plan for $ On [redacted] ***, [redacted] was contacted by a Reliant agent to verify if the switch request was valid [redacted] stated that the switch was not requested The Reliant agent entered a request to reinstate [redacted] electric service back to Reliant [redacted] was advised to allow 7-days for the research to be completed Resolution Reliant regrets any inconvenience these proceedings may have caused [redacted] *** The customer’s account has been reinstated back to Reliant to the date of loss on [redacted] *** The early cancellation fee and the deposit request for the account were waived in order to complete the reinstatement of service A payment arrangement was set up for the total balance on the account and the average billing option was placed back to the account On [redacted] ***, a Reliant agent contacted [redacted] to advise of the corrections placed to the account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # ***
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms*** is disputing the
operation of the Nest thermostat for electric service at ** *** ***
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***. Reliant is able to refer Ms*** for technical support of the Nest thermostat. Nest has been contacted as well to insure that Ms*** can be assisted, but Nest advised they would need to speak with her directly to better resolve the issue.
Nest can be contacted at *** or by email at:
***
Nest also offers a video from their channel at:
***
On March 4, 2015, Ms*** was contacted and she advised that she was able to contact Nest directly and have the Nest thermostat placed on a manual setting so that Ms*** could control the temperature directly. As a courtesy to the account, an extension was placed for the current balance on the account until March 31,
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
Bern H***
Customer Support
***
Reliant’s Response to Revdex.com Case # *** *** *
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms*** concerns regarding her usage dispute. The pie chart takes into account average daily activities for a typical customer and estimates a breakdown of electricity usage based on those activities
The electricity usage summary reflecting on the September 11, invoice reflects the full billing periods for the July 10, through August 8, and August 8, through September 9, 2014. The usage reflected for August 8, through September 9, does not reflect the final usage at the premise. The electricity usage summary reflecting on the September 26, final invoice reflects the same billing periods of July 10, through August 8, 2014, however, the August to September billing period only reflects the final invoice usage which is the kWh is excluding usage August 8, through September 9,
Reliant offers a variety of price plans based on customer needs through multiple channels which may reflect different pricing points. Because of this, the pricing structure of Reliant’s Learn and Conserve plan may be different then Ms*** current provider is currently offering
On November 17, 2014, as a one-time courtesy, late fees totaling $were credited to the account. Payment arrangements are available upon request for the balance remaining on the account
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is disputing the increased energy charge for his electric service account at [redacted] History On July 1, 2013, [redacted] contacted Reliant and requested to enroll on the Reliant Basic Power plan This variable price plan includes an energy charge of 4.6¢ per kWh, [redacted] (***) electric delivery charges of $per month and 0.28876¢ per kWh and a usage charge of $for usage below kWh in a billing cycle [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) by mail on July 3, On July 24, 2013, [redacted] contacted Reliant and requested to enroll on the Reliant Secure with 20% Wind plan This fixed price plan includes an energy charge of 4.8¢ per kWh, [redacted] (CNP) electric delivery charges of $per month and 0.28872¢ per kWh and a usage charge of $for usage below kWh in a billing cycle [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) by mail on July 26, On February 26, 2014, a contract expiration notice (CEN) was sent to [redacted] advising that the current price plan was expiring and that the account would transition to the Reliant Flex plan with the first meter read date after April 1, unless [redacted] enrolls in an alternate price plan or if he switches the electric service to another retail electric provider (REP) The contract expiration notice also included the electricity facts label (EFL), terms of service agreement, and a copy of the ‘Your Rights as a Customer’ document for the Reliant Flex plan Reliant’s records do not reflect that a request was received from [redacted] to change his price plan; therefore, the account transitioned to the Reliant Flex plan effective April 7, Subsequent invoices from May 9, through December 9, reflected the Reliant Flex plan pricing Multiple contacts were received from [redacted] on December 14, concerning a high bill The Reliant representatives advised [redacted] that the account was currently enrolled on the Reliant Flex price plan and offered to enroll the account on an available price plan [redacted] stated that he was not notified of the price plan update to the account, requested to speak with a supervisor and his call was transferred The Reliant supervisor advised [redacted] that Reliant sent a contract expiration notification reminder letter stating his contracted rate was set to expire with the first meter read date after April 1, On December 16, 2014, Reliant received notification that the electric service address at [redacted] *** was switching to another retail electric provider effective December 15, On December 17, 2014, a final invoice for $was sent for the billing period of December 5, through December 15, with a Balance Forward of $and Current Charges of $ Resolution Reliant regrets any inconvenience these proceedings may have caused [redacted] ; however, a review of his account determined that [redacted] was properly notified of product and variable pricing on his contract expiration notice, as well as on all of his monthly invoices and we have honored the terms of his agreementAs a result, no refunds or credit adjustments are warranted at this time For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # At Reliant, we take complaints very seriously We always appreciate hear [redacted] from our customers and want to ensure their concerns are addressed Please see below for a summary of our find***s: Issue Ms [redacted] disputes invoiced charges for the electric service account at [redacted] *** History On December 4, 2014, an invoice for was sent for the bill [redacted] period of October 29, through December 1, with a Balance Forward of $and Current Charges of $ On December 23, 2014, a one-time bank draft payment for $was processed via Ms [redacted] ’ Online Account Management (OAM) On December 29, 2014, Reliant received notification that the payment of $was returned by Ms [redacted] ’ financial institution and a $returned payment charge was applied to her account On January 5, 2015, a disconnection notice was sent for $due by January 15, On January 7, 2015, an invoice for $was sent for the bill [redacted] period of December 1, through January 2, with a Returned Payment of $130.64, Returned Payment Charge of $25.00, Disconnect Notice Fee of $10.00, Late Payment Penalties total [redacted] $and Current Charges of $ On January 13, 2015, Ms [redacted] contacted a Reliant representative and processed a card payment of $ On January 29, 2015, a disconnection notice was sent for $due by February 9, On February 5, 2015, an invoice for was sent for the bill [redacted] period of January 2, through February 2, with a Balance Forward of $158.79, Disconnect Notice Fee of $10.00, Late Payment Penalty of $and Current Charges of $ Later on February 5, 2015, a card payment of $was processed via Reliant’s Interactive Voice System (IVR) On February 23, 2015, a one-time bank draft payment for $was processed via Ms [redacted] ’ Online Account Management (OAM) On February 26, 2015, Reliant received notification that the payment of $was returned by Ms [redacted] ’ financial institution and a $returned payment charge was applied to her account From March 29, through April 2, 2015, Reliant received multiple calls from Ms [redacted] request [redacted] an explanation of her invoiced charges and disput [redacted] the returned payment chargesThe Reliant representatives provided an explanation of the invoiced charges and submitted an investigation to review the account On April 9, 2015, it was determined that the February 23, payment of $was returned from her financial institution due to an incorrect bank account number entered online As a courtesy, the Returned Payment Charge of $was credited to the account Resolution Reliant regrets any inconvenience these proceed***s may have causedA review of Ms [redacted] ’ account determined that the payments posted on December 23, and February 5, 2015were returned from her financial institution due to an incorrect bank account number entered online As a courtesy, a Returned Payment Charge of $25.00, Disconnection Notice Fees total [redacted] $20.00, a Disconnection Recovery Fee of $and Late Payment Penalties total [redacted] $were credited to the account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Crystal K [redacted] Customer Support 713-488-
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Regards, Iam not agree with [redacted] I don't want ti know I yesd this many kW or that what I want is to get to the main point, for reliant to get the record where they indicated that I will be paying $per month for one year contract and not matter how much electricity I used I that will be the amount on my bill$plus taxI really dont get any specific answer from [redacted] I will prefere him not to tell me how much I used or this or that.I don't need that kind if explanation get the record conversation nlike I mentioned beforeThat will be fairThat last bill is ridiculous.how can I pay for a lieThank you
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr [redacted] concerns regarding his promised incentive A request has been submitted to have the additional $gift card issued to Mr*** Mr [redacted] has been contacted and advised of the steps taken to correct the matter If Mr [redacted] has any additional concerns regarding this complaint, please contact me at [redacted] , Monday through Friday between 8:a.mand 5:p.m For added convenience, Reliant’s Customer Care Department is available hours a day, days a week at 866-RELIANT and by web chat at [redacted] [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] is disputing the representation of the price plan and the collections amount of $for electric service at [redacted] *** History On December 19, 2013, Mr [redacted] via a Reliant door to door sales agent contacted Reliant and agreed to enroll his electric service account at [redacted] to Reliant effective on for the next meter read of December 26, Mr [redacted] enrolled on Reliant’s Free Weekends plan This plan includes an energy charge of ¢ per kWh, TDSP delivery charges of $per month and 3.7969¢ per kWh, and a base charge of $ There is no energy charge applied to usage from 8:P.MFriday to 12:A.MMonday This price plan also included an incentive of a $account credit Mr [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the door-to-door agent at the time of the enrollment On January 7, an invoice for $was sent for the billing period of December 26, through January 3, with current charges of $ On January 15, 2014, a payment of $posted to the account On February 5, an invoice for $was sent for the billing period of January 3, through February 3, with current charges of $ On February 11, 2014, a payment of $posted to the account On March 6, an invoice for $was sent for the billing period of February 3, through March 4, with current charges of $ On March 17, 2014, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider (REP) effective March 17, On March 19, 2014, a final invoice for $was sent for the billing period of March 4, through March 17, with a balance forward of $and current charges of $which included an early cancellation fee of $ On April 9, 2014, a payment of $was posted to the account On April 25, 2014, a final notice for $was sent to Mr [redacted] advising “that your final bill remains outstanding To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due You will NOT receive any further notices.” On May 5, 2014, a payment of $was posted to the account Resolution Reliant regrets any inconvenience these proceedings may have caused Mr [redacted] ; however, a review of Mr [redacted] 's account determined that the account has been invoiced in accordance with the Terms of Service As a one-time courtesy to the account, Mr [redacted] ’s account would be credited the cancellation fee of $ The account has also been recalled from collections On October 9, 2014, a Reliant agent contacted Mr [redacted] and advised of the update to the account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Ms [redacted] is disputing the cancellation fee for electric service at [redacted] History On January 29, 2015, an invoice for $was sent for the billing period of December 26, through January 27, with Current Charges of $ On February 2, 2015, Ms [redacted] contacted Reliant to request a payment arrangement for the account The agent advised that the account was eligible for an extension until the date of March 9, Ms [redacted] agreed to the extension and the request was processed On February 12, 2015, Ms [redacted] contacted Reliant to request a payment arrangement for the account The agent reviewed the account and advised that there was a previous extension in place for the account On February 16, 2015, a payment of $was posted to the account On February 20, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date On February 24, 2015, a final invoice for $with a due date of March 12, was sent for the billing period of January 27, through February 20, with Current Charges of $ On March 19, 2015, a payment of $was posted to the account Resolution Reliant regrets any inconvenience these proceedings may have caused Ms [redacted] A review of Ms [redacted] ' account determined that on February 12, 2015, a payment request was submitted to Ms [redacted] financial institution in error Ms [redacted] ' service has been closed with Reliant as of February 20, As a courtesy, a request has been processed to waive the Early Cancellation Fee On April 10, 2015, a Reliant agent contacted Ms [redacted] to advise of the cancellation fee removal For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I wanted to make sure that I'm understanding the response correctly, It reads "The pie chart is an estimation of the breakdown based on studies" So on my bill and every other Reliant customers bill this chart has no facts to support it and it has nothing to do with the charges we see reflected on the monthly statements? So why wasn't I informed of this on any of my calls to Reliant not even the supervisor whom I spoke to on my last call had the information I was given in your responseTheir is also the issue of the discrepancy in the why the statements read showing months of billing, I listed this in my original complaint, On my bills for Aug and Septit shows my usage for July days @1,kWh and for Aug days @1,BUT when they sent out my Octbill on the month average those months now show something completely differentOct bill reads July days @ 1,kWh and Aug at days @1,kWhI done quite understand this is this another billing issue.I can not compare my usage on SmartMeterTexas.com .between Reliant and my new provider, because it seems that since I no longer use Reliant I can not access to any past account; But when I compare last years Reliant bill with my current provider I used LESS with reliant but my bill was almost $more, Reliant shows no additional fees so was I charged for using so little electricity? Why is there such a big difference when I used less?RELIANT CHARGES FOR Day Billing Period From 10/08/To 11/06/ Energy Charge kWh 93.64Transmission Distribution Surcharges $3.42Gross Receipts Tax Reimbursement $1.04Sales Tax 2% $1.96Current Charges $100.06NEW PROVIDER Oct 8, 2014-Nov 6, 2014Current Charges kWh $59.50Sales Tax $1.19Gross Receipts Reimb $0.63PUC Assessment $0.10Total Current Charges $61.42Regards, [redacted] ***
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] is disputing his invoiced usage and charges at [redacted] *** History On January 29, 2015, an online enrollment request was submitted to Reliant requesting to start service at [redacted] on January 30, Mr [redacted] selected Reliant' s Conservation Plan effective the January meter read dateThis plan offers a an energy charge of 4.9¢ per kWh for usage from to kWh, an energy charge of 8.4¢ per kWh usage above kWh, and Oncor Delivery Charges of $per months 3.3189¢ per kWhThe term of this plan is months and it has an early cancelation fee of $ On January 30, 2015, an email confirming Reliant' s service start date was sent to Mr [redacted] at [redacted] A copy of the terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) was included On March 3, 2015, an invoice was sent for $for the billing period of January 30, to February 27, On March 12, 2015, Mr [redacted] contacted Reliant disputing his March invoiceThe Reliant representative explained to Mr [redacted] several factors that may be contributing to Mr [redacted] 's invoiceDue to a significant increase in the usage, in comparison to historical consumption at [redacted] ***, a meter test request was submitted on behalf of Mr [redacted] Additionally, the Reliant representative sent Mr [redacted] energy savings tips to assist with managing electrical usage for his home and suggestions on how to lower his monthly consumption On March 25, 2015, Reliant received the meter test response stating meter readings were accurate and the meter was working correctly On March 31, 2015, Mr [redacted] contacted Reliant disputing the Oncor Delivery Charges on the Conservation Plan The Reliant representative explained how the Oncor Delivery Charges are determined and assessed to the account, in addition to all charges assessed on the Conservation Plan Mr [redacted] did not agree with the charges stating he was not advised of the Oncor chargesAn investigation to determine if Mr [redacted] was provided a copy of the terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) was provided at the time of enrollment was submitted On April 1, 2015, Reliant confirmed Mr [redacted] was provided a copy of the terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) via his online enrollment on January 30, for the Conservation Plan plan Resolution Reliant understands Mr [redacted] 's concerns regarding the usage dispute, Reliant is responsible for billing Mr [redacted] 's account in accordance with the meter information provided by Oncor and in accordance with his Terms of Service As a courtesy, Reliant has changed Mr [redacted] 's rate plan from the Conservation Plan to the Get More Save More plan effective the March meter read dateThis plan offers a an energy charge of 5.7¢ per kWh for usage from to kWh, an energy charge of 3.2¢ per kWh usage kWh and greater, a base charge of $and Oncor Delivery Charges of $per month and 3.3344¢ per kWhAdditionally, the $early cancelation fee for the Conservation Plan was waived For any additional questions about this concern, please contact me at ###-###-#### I am available Monday through Friday from 8:a.mto 5:p.m Nancy S [redacted] Customer Support ###-###-####
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] on behalf of Ms [redacted] is disputing a delay in processing a request to initiate electric service at [redacted] *** History On March 27, 2015, Ms [redacted] contacted a Reliant representative and agreed to enroll the electric service at [redacted] effective March 27, On April 2, 2015, Ms [redacted] contacted Reliant for a status of the electric serviceA Reliant representative reviewed the account and advised that there is not an active request to enroll the electric service at [redacted] ***Ms [redacted] requested to speak with a supervisor and her call was connectedThe Reliant supervisor reviewed the account and confirmed that the enrollment request was not transmitted to Centerpoint EnergyAt that time, the Reliant supervisor submitted a request for hotel accommodations and advised Ms [redacted] that Reliant would contact her back with information regarding hotel arrangements Later on April 2, 2015, a Reliant representative contacted Ms [redacted] to provide information regarding hotel arrangements Later On April 2, 2015, Mr [redacted] on behalf of Ms [redacted] contacted Reliant for a status of the electric service and agreed to enroll the electric service at [redacted] effective April 6, Resolution Reliant regrets any inconvenience these proceedings may have caused Mr [redacted] and Ms***It was determined that due to a system issue; Ms***’s enrollment request was not transmitted to Centerpoint Energy As a courtesy, $has been credited to the account for their customer experience For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted]
[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 is incomplete I never received a notice.My name is incorrectly spelled in their correspondence (it is not Shrank...it is [redacted] )I asked for all late charges to be removed and was told no.Items in the freezer melted and ruined my refrigerator.Reliant owes me $for a new refrigerator Kerry [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Regards,iam sorry but no one try to contact me by phone just once I talk to a representative from reliant he told me they was looking into this complainOnce again some one lie to me about about an agreement of $ / per month for one year periodIam not making this out my [redacted] was present the person from reliant was telling me about it..iam not going to paid that amount of money when I did not consume that electricity I will paid the $because I was using at that time your electricityOnce again reliant lie and didn't commit to what they said via phoneIf you was able to look for those records conversations you be able to look for the one that the employee guarantee me the $69/ per month.thank you
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is disputing the deposit request for her electric service account at [redacted] History On November 7, 2014, a correspondence was sent in error to [redacted] requesting a security deposit of $200.00, due to the guarantor discontinuing service with Reliant On November 15, 2014, [redacted] contacted Reliant disputing the security deposit request The Reliant representative advised [redacted] that the letter was issued in error and to disregard the deposit request On December 20, 2014, [redacted] contacted Reliant disputing the security deposit requestShe requested to speak with a supervisor and her call was transferredThe Reliant supervisor reviewed the account, and removed the security deposit from the account Resolution [redacted] ’ account with Reliant is closed and has a zero balance For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Crystal [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue ** [redacted] is disputing the notification process for a final invoice for electric service at [redacted] History On November 28, 2014, notification was received that the electric service account at [redacted] was switching to another retail electric provider (REP) effective December 19, On December 23, 2014, a final invoice for $with a due date of January 8, was sent for the final billing period of November 20, through December 19, On January 5, 2015, an outbound courtesy call was made by Credit to [redacted] to inform ** [redacted] that services were no longer with Reliant and to verify if the customer had received the final invoice and also verified the due date of January 8, Later that day, an outbound automated courtesy call was made by Credit to [redacted] in reference to the final bill for the account Resolution ***’s account has been invoiced in accordance with her Terms of Service Reliant’s records indicate that Credit completed multiple attempts on January 5, to notify ** [redacted] about the final invoiced amount and the due date On January 7, 2015, a payment for $was posted to the account leaving a $balance For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Reliant’s Response to BBB Case # [redacted] At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings: Issue Mr. [redacted] is disputing... the final invoice for electric service at [redacted] History On December 18, 2014, Mr. [redacted] contacted Reliant and submitted a disconnection request for electric service at [redacted] for the requested date of January 2, 2015. On January 6, 2015, a final invoice for $501.13 was sent for the billing period of December 9, 2014 to January 2, 2015 with a balance forward: electricity of $132.00, a balance forward: non-electricity of $4.99, total current electricity charges of $61.04, total current non-electricity charges of $4.99, a late payment penalty of $6.60, and balance due from billing plan of $291.51. On January 6, 2015, Mr. [redacted] contacted Reliant concerning a high bill. The Reliant agent advised that the balance due from billing plan for the account added an additional mount of $291.51 and was provided with an explanation of the Average Billing Program and deferred balance. Resolution Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted] ; however, a review of his account determined that Mr. [redacted] has been invoiced in accordance with the Average Billing Terms of Service. The invoiced charges are valid and no adjustments are warranted at this time. Payment arrangements can be requested for the final invoice. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. Bern [redacted] Customer Support 713-488-***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10558459, and have determined that this proposed action would not resolve my complaint NO BILL SENT TO ME, SENT DIRECTLY TO COLLECTION AGENCY REMOVE INCORRECT INFORMATION FROM CREDIT REPORT Regards,
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal Reliant regrets any inconvenience these proceedings may have caused Reliant sympathizes with Mr [redacted] on behalf of [redacted] concerning the disputed billing A review of the accounts determined that corrections have been completed for the service addresses of [redacted] and [redacted] and corrected invoices will be issued Additionally, supporting documentation for the remaining service addresses of [redacted] and [redacted] has been received and is currently under review Mr [redacted] may contact his business account representative directly at 713-537-2696, Monday through Friday from a.mto p.mregarding the status of [redacted] accounts Bern [redacted] Customer Support 713-488-
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] is requesting a $rebate for electric service at [redacted] *** History On July 28, 2014, Mr [redacted] completed an enrollment online for electric service at [redacted] ***Mr [redacted] enrolled on Reliant’s Secure Advantage plan This plan includes an energy charge of 6.4¢ per kWh, TDSP delivery charges of $per month and 3.2184¢ per kWh, and a usage charge of $for usage below kWh in a billing cycle Mr [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the email as of July 28, Mr [redacted] requested the service to begin on July 31, Additionally, this plan did not include an enrollment incentive On September 23, 2014, Mr [redacted] contacted Reliant to inquire on the $rebate for the plan Mr [redacted] stated that he was to receive a $rebate as part of the plan and it was not processedThe agent reviewed the account and entered a request to have the issue researched The agent advised to allow 1-billing cycles for the research to be completed On October 14, 2014, the research concluded that the price plan Mr [redacted] enrolled for did not include the incentive of the $rebate and noted the account that another version of the Secure plan would need to be enrolled for to qualify for the $rebate On January 23, 2015, Mr [redacted] contacted Reliant to inquire on the rebate not being applied to the account The agent reviewed the account and advised Mr [redacted] the price plan enrolled for did not include a $rebate and offered to transition the price plan to an updated Secure Advantage plan at cents/kWh for kWh that would include the $rebate Mr [redacted] declined the offer and requested a corporate phone number to address his issue Resolution Reliant regrets any inconvenience these proceedings may have caused Mr [redacted] Reliant has invoiced Mr [redacted] 's account correctly based upon the terms and conditions disclosed on his EFL for the Secure Advantage plan On January 28, 2015, as a courtesy, Reliant applied $as a bill credit to the account On January 30, 2015, Mr [redacted] was contacted and advised of the bill credit being applied to the account Additionally, Mr [redacted] ’s feedback has been forwarded to Reliant’s Marketing area for review For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is disputing the invoiced charges for the electric service account at [redacted] *** History On [redacted] ***, Reliant received notification that the electric service account at [redacted] *** was being switched to another retail electric provider (REP) effective [redacted] *** resulting in the closure of [redacted] ***’ account On [redacted] ***, a final invoice for $was sent for the billing period of [redacted] *** to [redacted] *** with a balance forward: Electricity of $167.84, a balance forward: Non-Electricity of $68.94, Current Charges of $402.00, and Balance Due from Billing Plan for $ On [redacted] ***, [redacted] was contacted by a Reliant agent to verify if the switch request was valid [redacted] stated that the switch was not requested The Reliant agent entered a request to reinstate [redacted] electric service back to Reliant [redacted] was advised to allow 7-days for the research to be completed Resolution Reliant regrets any inconvenience these proceedings may have caused [redacted] *** The customer’s account has been reinstated back to Reliant to the date of loss on [redacted] *** The early cancellation fee and the deposit request for the account were waived in order to complete the reinstatement of service A payment arrangement was set up for the total balance on the account and the average billing option was placed back to the account On [redacted] ***, a Reliant agent contacted [redacted] to advise of the corrections placed to the account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # ***
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms*** is disputing the
operation of the Nest thermostat for electric service at ** *** ***
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***. Reliant is able to refer Ms*** for technical support of the Nest thermostat. Nest has been contacted as well to insure that Ms*** can be assisted, but Nest advised they would need to speak with her directly to better resolve the issue.
Nest can be contacted at *** or by email at:
***
Nest also offers a video from their channel at:
***
On March 4, 2015, Ms*** was contacted and she advised that she was able to contact Nest directly and have the Nest thermostat placed on a manual setting so that Ms*** could control the temperature directly. As a courtesy to the account, an extension was placed for the current balance on the account until March 31,
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
Bern H***
Customer Support
***
Reliant’s Response to Revdex.com Case # *** *** *
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms*** concerns regarding her usage dispute. The pie chart takes into account average daily activities for a typical customer and estimates a breakdown of electricity usage based on those activities
The electricity usage summary reflecting on the September 11, invoice reflects the full billing periods for the July 10, through August 8, and August 8, through September 9, 2014. The usage reflected for August 8, through September 9, does not reflect the final usage at the premise. The electricity usage summary reflecting on the September 26, final invoice reflects the same billing periods of July 10, through August 8, 2014, however, the August to September billing period only reflects the final invoice usage which is the kWh is excluding usage August 8, through September 9,
Reliant offers a variety of price plans based on customer needs through multiple channels which may reflect different pricing points. Because of this, the pricing structure of Reliant’s Learn and Conserve plan may be different then Ms*** current provider is currently offering
On November 17, 2014, as a one-time courtesy, late fees totaling $were credited to the account. Payment arrangements are available upon request for the balance remaining on the account