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
From: *** *** [mailto:***] Sent: Monday, February 09, 11:AM To: drteam Subject: Re: Houston Revdex.com dispute *** Beausr I have nver heard of charging someone a bill plus additional money for using there companyNo way
Regards,
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
*** *** is disputing the
account balance for electric service at *** *** ***
History
Reliant’s records reflect that *** ***’s account became active on Reliant’s Average Billing Program effective *** ** ***.
On *** *** ***, an invoice for $was sent for the billing period of *** *** *** through *** *** *** with a Current Average Billing Amount of $129.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On *** *** ***, a payment of $was posted to the account
On *** *** ***, an invoice for $was sent for the billing period of *** *** *** through *** *** *** with a Current Average Billing Amount of $264.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On *** ** ***, a payment of $was posted to the account.
On *** ** ***, a review of *** ***'s account determined that the *** *** *** and *** *** *** Average Billing amounts were incorrectly calculated; therefore, a revision to the Average Billing amounts occurred which affected the Average Billing deferred balanceThe revisions to the Average Billing amount and deferred balance are corrected for each monthly invoice separately
On *** *** ***, a corrected invoice for a credit balance of $was sent for the billing periods of *** *** *** through *** *** *** with a Balance Forward credit of $393.00, and a Current average Billing Amount of $143.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
Later that day, a corrected invoice for a credit balance of $was sent for the billing periods of *** *** *** through *** *** *** with a Balance Forward credit of $250.00, and a Current average Billing Amount of $137.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
Later that day, an invoice for a $was sent for the billing periods of *** *** *** through *** *** *** with a Balance Forward credit of $113.00, and a Current average Billing Amount of $164.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On *** *** ***, an invoice for $was sent for the billing period of *** *** *** through *** *** *** with a Current Average Billing Amount of $191.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On *** ** ***, *** *** contacted Reliant to offer feedback concerning the availability of the invoices for online use. The agent reviewed the account and offered to have the requested invoices emailed to *** *** for the period of *** *** *** through *** *** ***. *** *** accepted and the request was processed
On *** ** ***, *** *** contacted Reliant via online and completed a move-out request with an online agent for *** *** *** for the date of *** *** ***. The agent processed the request
Later that day, a payment of $was posted to the account.
On *** *** ***, a final invoice for $was sent for the billing period of *** *** *** to *** *** *** with current charges of $71.11, and Balance Due from Billing Plan for $
Resolution
Reliant regrets any inconvenience these proceedings may have caused *** *** however, the account has been invoiced correctly based upon the terms and conditions of Reliant's Average Billing program and in accordance with the terms of service*** ***'s account balance is correct and no adjustments are warranted
On *** *** ***, a Reliant representative contacted *** *** and provided her with an explanation of his invoicing. *** *** requested all invoices for the account and a request was processed to email the invoices. Payment arrangements were offered to *** *** and accepted
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
*** ***
Customer Support
***
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
name listed on the enrollment for electric service at *** *** ***
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***. A review of the account concluded that due to a clerical error, the incorrect customer name was listed for the account. Corrections have been completed to place the address of *** *** *** under Ms***’s name.
Reliant apologizes for any inconvenience this may cause and assure Ms*** that the information inadvertently processed cannot be used for fraudulent activity. We have reviewed Ms***’s account and determined that no inappropriate access to the Reliant account has occurred.
Reliant understands Ms*** has entrusted us to keep her personal information confidential and we take that responsibility seriously. Contact information has been given to Ms*** if an issue involving her personal information occurs
As a courtesy, a $bill credit has been applied to the account
On April 21, 2015, a Reliant agent contacted Ms*** and advised of the adjustments for 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
*** ***
*** ***
***
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
Mr*** is disputing
the final invoice for electric service at *** *** *** Court
History
Reliant’s records reflect that Mr***’s account became active on Reliant’s Average Billing Program effective August 6, 2013.
On September 5, 2013, an invoice for $was sent for the billing period of August 1, through August 30, with a balance forward of $232.21, an average billing deferred balance adjustment for -$232.21, a current average billing amount of $and total current non-electricity charges of $25.98. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
Subsequent invoices sent from October 4, through January 8, provided Mr*** with his actual electricity charges, Average Billing amount and deferred balance
On January 8, 2015, Reliant received notification that the electric service account at *** *** *** Court was being switched to another retail electric provider (REP) effective January 8, resulting in the closure of Mr***’s account
On January 14, 2015, a final invoice for $was sent for the billing period of January 5, to January 8, with a balance forward: electricity of $348.04, a balance forward: non-electricity of $51.96, current charges of $18.98, and balance due from billing plan of $
On January 15, 2015, Mr*** contacted Reliant concerning a high bill. The Reliant agent advised that the balance due from billing plan for the account added an additional amount of $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***; however, a review of his account determined that Mr*** 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
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 ***
Customer Support
***
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant regrets any inconvenience these proceedings may have caused and we understand *** ***’s concerns regarding the price plan.
A review of his account determined that *** *** 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 agreement. As a result, no refunds or credit adjustments are warranted at this time. *** ***’s account charges have been thoroughly reviewed and his billed rate and charges are correctAs in the past, at any time *** *** could have contacted Reliant for more information in regards to our fixed rate products that would offer more price stability or a lower priced rate plan that may have been available to him
We have attached the contract expiration notice (CEN) as reference
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from 8:a.mto 5:p.m.
*** ***
Customer Support
***
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
*** *** is disputing the
invoiced charges for her electric service account at *** *** *** ***. *** *** states that she was not properly notified that her previous price plan was expiring
History
On *** 17, 2013, *** *** submitted an online request to enroll her electric service account at *** *** *** *** to Reliant effective on the requested date of *** 19, and her request was processed. *** *** agreed to enroll on Reliant’s Conservation plan. The term of this plan is months and it has an early cancellation fee of $75.00. *** *** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on *** 17, 2013.
On *** 29, 2014, a contract expiration notice (CEN) was sent to *** *** 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 *** *** enrolls in an alternate price plan or if she switches her 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 *** *** to change her price plan; therefore, the account transitioned to the Reliant Flex plan effective *** 13,
On *** 18, 2014, an invoice of $was sent for the billing period of *** 12, through *** 13, 2014. This invoice advises “Thank you for being a valued customer. Your current plan is set to expire with the current billing period. However, your new plan, Reliant Flex plan will begin with your next billing period. Feel free to call us at *** at anytime if you have questions.”
Subsequent invoices from *** 16, through *** 15, reflected the Reliant Flex plan pricing
On *** 18, 2014, *** *** contacted Reliant concerning a high bill. The Reliant agent advised that the bill was due to usage and the price plan of the Reliant Flex plan. *** *** stated that she was not notified of the price plan update to the account. The agent offered to place the account on an updated contracted price plan. *** *** declined the offer
On *** 21, 2014, Reliant received notification that the electric service at *** *** *** *** was switching to another retail electric provider (REP) effective *** 21,
On *** 25, 2014, a final invoice for $1,was sent for the billing period of *** 12, to *** 21, with a balance forward of $1,and Current Charges of $
Resolution
Reliant regrets any inconvenience these proceedings may have caused *** ***; however, a review of her account determined that *** *** was invoiced in accordance with his Terms of Service. Reliant's records do not indicate that mail was returned. No additional adjustments are warranted at this time
Payment arrangements are available upon request for the balance remaining on 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.
*** ***
###-###-####*** ***
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
*** is disputing a
balance in his name listed on his credit report
History
On May 10, 2014, an enrollment was completed under ***'s name for electric service at *** *** *** *** ***. The account was enrolled on enrolled on Reliant’s Secure plan. The term of this plan is months. *** 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 May 12,
On April 9, 2015, *** contacted Reliant to dispute the balance as he stated that he never resided at the residence. The Reliant agent entered a dispute for the balance and advise to allow up to business days to complete.
On April 15, 2015, *** was contacted and advised of the steps required to complete a Forgery of Affidavit for Identification Theft to complete the removal of the balance from the account in ***'s name
Resolution
Reliant regrets any inconvenience these proceedings may have caused ***. ***’s research is ongoing for the disputed balance of $for the account under ***’s account. The charges are related to the fraudulent address of *** *** *** *** *** that was opened in his name.
On May 18, 2015, a Reliant agent contacted *** to advise of the research. *** will be contacted back once the research has been completed to confirm the balance has been removed
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
*** ***
Customer Support
***
This is in response to Revdex.com complaint# *** submitted by Mr*** *** regarding the premise at *** ** *** *** *** *** ** ***
In regards to the concerns outlined in Mr*** complaint regarding Reliant Energy we regret we will be unable to assist with this matter
Please allow us to clarify that *** *** is a TDSP (Transmission and Distribution Company) for electric service in the Greater *** *** areaWe own, maintain, and repair the power lines and other electrical equipment used to deliver and register electricity usage
We are not, however, an electric provider or company that sells/bills customers for electricity. Therefore, we would direct Mr*** to contact Reliant Energy to discuss all billing issues including price per kilowatt, number of billing days, seasonal temperature variances, retail electric provider related charges and other factors that influence the amount of the bill, as *** *** does not have access to Mr*** billing records
We were successful in speaking with Mr*** today and he was very receptive to the information provideHe also acknowledged that he will be contacting the *** *** *** ** *** Consumer Protection in reference to his complaint
Mr*** was receptive to the information provided and thanked us for contacting him
Respectfully,
*** ***
*** ***
Reliant’s Response to Revdex.com Case # Rebuttal
Reliant regrets any inconvenience these proceed***s may have caused and we understand Ms***’ concerns regard*** the invoiced chargesAs a courtesy, a Returned Payment Charge of $25.00, Disconnection Notice Fees total*** $20.00, a Disconnection Recovery Fee of $and Late Payment Penalties total*** $were credited to the account
On May 18, 2015, Ms*** was contacted and provided a status of the account
On June 22, 2015, a request was submitted to refund the credit balance of $
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***
Customer Support
713-488-
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
Mr*** is requesting a reversal
of fees due to a non-sufficient funds (NSF) payment for his electric service account at *** *** *** ***.
History
On December 16, 2014, a payment of $posted to Mr***’s account
On December 22, 2014, Reliant received notification that the payment for $was not honored by Mr***’s financial institution. At that time, a $NSF fee was assessed to Mr***’s account. Correspondence advising Mr*** of the returned payment was sent on December 23,
On December 30, 2014, a disconnection notice for $was sent to Mr*** due by January 9, and a $disconnect notice fee was placed to Mr***’s account
On January 6, 2015, an invoice for $with a due date of January 22, was sent for the billing period of December 3, through January 2, with a balance forward of $0.00, current charges of $61.06, a return payment of $67.30, a returned payment charge of $25.00, a disconnect notice fee of $and a late payment penalty of $
On January 9, 2015, a payment of $posted to Mr***'s account
Later that day, Mr*** contacted Reliant to inquire on the returned payment. The Reliant agent reviewed the account and as a courtesy, reversed the related charges of the disconnect notice fee for $and the late fee of $3.37. The Reliant agent then entered a dispute to research the reversal of the $returned check fee
On January 12, 2015, the research determined that the account would be credited the $returned check fee as a courtesy to the account
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr***; however, a review of Mr***’s account determined that the account has been invoiced in accordance with the Terms of Service.
As a one-time courtesy to the account, the fees totaling $from the related charges of the returned payment would be credited to the account. On January 16, 2015, a Reliant agent contacted Mr*** to advise of the adjustments.
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 ***
Customer Support
###-###-####
[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 *** and find that this resolution would be satisfactory to me
Only two calls were made, this first agent did not leave a call back number the second call was just literally placed on todayI work overnight so I was planning on contacting them on tommorrow being that a call back number was left, I appreciate them removing the charges
Reliant’s Response to Revdex.com Case #*** Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr*** concerns regarding his promised incentive. A request has been submitted to have the additional $gift card issued to Mr***. Mr*** has been contacted and advised of the steps taken to correct the matter.
If Mr*** has any additional concerns regarding this complaint, please contact me at ***, 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 ***
*** ***
Customer Support
***
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
Mr*** is disputing the invoice
for electric service at *** *** *** ***
History
Reliant’s records reflect that Mr***’s account became active on Reliant’s Average Billing Program effective September 4, 2013.
On September 30, 2013, an invoice for $was sent for the billing period of August 28, through September 26, with a Balance Forward of $195.75, an Average Billing Deferred Bal Adjustment credit of $195.75, and a Current Average Billing Amount of $237.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On September 17, 2013, 2015, a payment for $was posted to the account
Subsequent invoices sent from October 29, through November 26, provided Mr*** with his actual electricity charges, Average Billing amount and deferred balance
On December 29, 2014, an invoice for $was sent for the billing period of November 24, through December 23, with a balance forward of $and a Current Average Billing Amount of $308.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On January 12, 2015, a payment of $was posted to the account
On January 28, 2015, an invoice for $was sent for the billing period of December 23, through January 23, with a balance forward of $and a Current Average Billing Amount of $284.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be -$
On January 30, 2015, Mrs***, on behalf of Mr***, contacted Reliant concerning a high bill. The agent reviewed the account and advised that the average billing was in effect for the account. Mrs*** requested the removal on the average billing option and the agent processed the request.
On February 26, 2015, an invoice for $was sent for the billing period of January 23, through February 24, with a balance forward of $284.00, current charges of $12.58, a late payment penalty of $14.20, and a credit balance from billing plan for $
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr***; however, a review of his account determined that Mr*** 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
As a one-time courtesy, the late payment penalty of $was removed from the account
On March 6, 2015, Mr*** was contacted and advised of the invoiced charges being valid. Copies of the previous months of invoices are being mailed to offer detailed billing for the account and the accumulation of the deferred balance
Payment arrangements are available upon request
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 # ***
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
*** *** disputes the invoiced usage at *** *** *** ***
History
On March 11, 2013, Reliant’s records reflect that *** ***’ account was enrolled on Reliant’s eBill notification program and subsequent invoices were emailed to ***
On July 31, 2014, an invoice for $was sent for the billing period of June 26, through July 28, with a Balance Forward of $194.00, Current Charges of $226.12, Disconnect Notice Fee of $and Late Payment Penalty of $
Later on July 31, 2014, a one-time card payment of $was processed through Reliant’s online account management (OAM) tool
On August 25, 2014, a disconnection notice for was sent due by September 4,
On August 29, 2014, an invoice for $was sent for the billing period of July 28, through August 26, with a Balance Forward of $245.82, Current Charges of $ 137.19, Disconnect Notice Fee of $and Late Payment Penalty of $
Payment was not received by the September 4, disconnection notice due date; therefore, on September 10, 2014, a disconnect request was sent to CenterPoint Energy (CNP)
On September 11, 2014, a one-time bank draft payment for $was processed through Reliant’s OAM toolAt that time, a reconnection request was sent to CNP
Later on September 11, 2014, *** *** contacted Reliant to dispute the invoiced usageShe requested to speak with a supervisor and her call was transferredThe Reliant supervisor submitted a request to CNP to confirm *** ***’ usage and accuracy of the meter
On September 17, 2014, Reliant received notification that the payment for $was not honored by *** ***’ financial institution. At that time, a $NSF fee was assessed to *** ***’ account. Correspondence advising *** *** of the returned payment was sent on September 17,
On September 19, 2014, Reliant received notification from CNP that the meter test was accurate and that no adjustments were neededCorrespondence was sent to *** *** to advise her of the meter test results on September 29,
On September 30, 2014, an invoice for $was sent for the billing period of August 26, through September 25, with a Balance Forward of $159.00, Current Charges of $89.46, Returned Payment of $245.82, Returned Payment Charge of $25.00, Disconnect Recovery Charge of $and a Late Payment Penalty of $
Payment was not received to satisfy the returned payment of $245.82; therefore, on October 14, 2014, a disconnect request was sent to CNP
On October 21, 2014, *** *** contacted Reliant and processed payment of $At that time, a reconnection request was sent to CNP
On October 23, 2014, a Disconnection Notice for $was sent due by November 3, 2014.
On October 29, 2014, an invoice for $was sent for the billing period of September 25, through October 24, with a Balance Forward of $305.82, Current Charges of $59.40, Service Processing Fee of $5.95, Disconnect Notice Fee of $and a Late Payment Penalty of $
Payment was not received by the November 4, disconnection notice due date; therefore, on November 5, 2014, a disconnect request was sent to CNP
On November 12, 2014, a payment of $was processed through Reliant’s Interactive Voice Response (IVR) systemAt that time, a reconnection request was sent to CNP
Later on November 12, 2014, *** *** contacted Reliant to confirm her payment of $388.14, a status of the reconnection of the electric service and the meter test resultsThe Reliant representative confirmed *** ***’ payment of $and advised that a reconnect request was submitted to CNPAdditionally, the Reliant representative advised *** *** of the results of the meter test and that no adjustments or credits are warranted
On November 21, 2014, *** *** contacted Reliant to dispute the invoiced usage; she requested a credit of $and to speak with a Reliant supervisorAt that time, the call was transferredThe Reliant supervisor reviewed the account and the previous contacts and advised *** *** that account records do not reflect that a credit of $is warranted and provided the results of the meter test information from CNPAs a courtesy, the Reliant supervisor credited a Disconnect Recovery Charge of $25.00, Disconnect Notice fee of $and a Late Payment Penalty of $
On December 1, 2014, an invoice for $was sent with Current Charges of $36.16, Disconnect Recovery Charge of $25.00, Credit for Disconnect Recovery Charge of $25.00, Credit for Disconnect Notice Fee of $and Late Payment Penalty Adjustment of $
On December 4, 2014, *** *** contacted Reliant and requested to move-out the electric service effective December 4, At that time, her request was processed
On December 8, 2014, a final invoice for $was sent for the final billing period of November 24, through December 4, was sent with a Balance Forward of $and Current Charges of $
On January 14, 2015, *** *** contacted Reliant with her financial institution to dispute the payment of $processed on November 12, 2014, stating that she was advised on November 12, that she will receive a credit of $The Reliant representative advised *** *** that she contacted Reliant On November 12, and processed a payment of $through Reliant’s Interactive Voice Response (IVR) system and no credits were warranted at that time
On January 21, 2015, *** *** contacted a Reliant representative and processed a payment of $
On February 17, 2015, Reliant received notification that the payment for $was not honored by *** ***’ financial institution. At that time, a $NSF fee was assessed to *** ***’ account.
On March 9, 2015, a Final Notice for $was sent to *** *** 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 March 24, 2015, *** *** contacted Reliant to dispute the final noticeShe stated that a Reliant representative advised her that she will receive a credit for the $balanceThe Reliant representative reviewed the account and advised *** *** that account records do not reflect that a
credit of $is warranted and provided the results of the meter test information from CNP
On March 25, 2015, *** *** contacted a Reliant web chat representative and requested an explanation of her account balanceThe Reliant representative advised *** *** that Reliant received notification that the payment for $was not honored by her financial institution and a $NSF fee was assessed to the account
On March 26, 2015, a Reliant representative contacted *** *** regarding her dispute*** *** advised that she requested a stop-payment on the payment of $and stated that she is disputing the invoiced chargesThe Reliant representative advised *** *** that her account is being reviewed
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand *** ***’ concerns regarding the usage dispute; however, *** ***’ account has been invoiced based on meter information provided by CNP and in accordance with her Terms of Service.
As a courtesy, Late Fees totaling $19.17, Disconnect Recovery Fees totaling $50.00, a Service Processing Fee of $and a Disconnect Notice Fee of $was credited to the account
*** ***’ account is closed with an outstanding balance of $
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***
Customer Support
***
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms***’s concerns regarding the usage dispute, Reliant is responsible for billing Ms***’s account in accordance with the meter information provided by the TDSP and in accordance with her Terms of Service. Additionally, SmartMeterTexas.com provides tools that allow you to see your detailed usage data daily and monitor how electricity is used each day.
For any additional questions about this concern, please contact me at *** I am available Monday through Friday from 8:a.mto 5:p.m.
*** ***
Customer Support
***
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
cancellation fee for electric service at *** *** *** ***
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*** 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, 2015. Ms*** agreed to the extension and the request was processed
On February 12, 2015, Ms*** 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 *** *** *** *** 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***. A review of Ms***' account determined that on February 12, 2015, a payment request was submitted to Ms*** financial institution in error.
Ms***' service has been closed with Reliant as of February 20, 2015. As a courtesy, a request has been processed to waive the Early Cancellation Fee
On April 10, 2015, a Reliant agent contacted Ms*** 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
*** ***
*** ***
***
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
[Provide details of why you are not satisfied with this resolution.]We have not received All of our credit nor have account been updated to reflect the new rates
Regards,
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 # ***
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
*** is disputing the
billing invoice for electric service at *** * *** ***
History
On *** *** ***, a contract expiration notice (CEN) was sent to *** advising that the current price plan was expiring and that the account would transition to the Reliant Flex plan that would charge cents/kWh for kWh with the first meter read date after *** ** *** unless *** enrolls in an alternate price plan or if he switches his 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
On *** ** ***, Reliant’s records do not reflect that a request was received from *** to change his price plan; therefore, the account transitioned to the Reliant Flex plan effective *** ** ***.
On *** *** ***, an invoice for $was sent for the billing period of *** ** *** to *** ** *** with current charges of $
On *** *** ***, *** contacted Reliant to dispute a high bill. The Reliant agent reviewed the account and offered to have the account set up for the average billing option. *** agreed and the agent processed a request to enroll ***'s account on the retro average billing program. As a result, *** was able to pay an initial monthly amount of $in lieu of his *** *** *** invoiced amount.
On *** *** ***, a payment of $was posted to the account
On *** *** ***, an invoice for $was sent for the billing period of *** ** *** to *** *** *** with a balance forward of $69.59, a Current Average Billing Amount of $82.00, and an Average Billing Deferred Balance Adjustment credit of $69.59. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On *** *** ***, a payment of $was posted to the account
On *** *** ***, an invoice for $was sent for the billing period of *** *** *** to *** ** *** with a Current Average Billing Amount of $90.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On *** *** ***, Reliant received notification that the electric service at *** * *** *** was switching to another retail electric provider effective for the same date
On *** *** ***, a final invoice for $was sent for the billing period of *** ** *** to *** *** *** with a balance forward of $90.00, Current Charges of $21.37, and a Balance Due from Billing Plan for $
Resolution
Reliant regrets any inconvenience these proceedings may have caused ***; however, a review of his account determined that *** has been invoiced in accordance with the Average Billing Terms of Service
Payment arrangements are available upon request
Attempts have been made to contact *** without success. For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
*** ***
Customer Support
***
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms***’s concerns regarding the usage dispute. Ms***’s TDSP of *** *** *** is responsible or reading and supplying the meter usage information for each billing cycle. A meter reading verification request was sent to *** *** *** to verify the accuracy of the meter reading in dispute on January 26, which *** *** *** confirmed to be accurate
Reliant is open to discuss available price plans that Ms*** can transition to assist in lowering the average rate for the account. We would also be able to offer energy efficiency tips and payment arrangements if needed for the balance
At this time, no additional adjustments are warranted for the account
For any additional questions about this concern, please contact me at *** I am available Monday through Friday from 8:a.mto 5:p.m.
*** ***
Customer Support
***
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
From: *** *** [mailto:***] Sent: Monday, February 09, 11:AM To: drteam Subject: Re: Houston Revdex.com dispute *** Beausr I have nver heard of charging someone a bill plus additional money for using there companyNo way
Regards,
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
*** *** is disputing the
account balance for electric service at *** *** ***
History
Reliant’s records reflect that *** ***’s account became active on Reliant’s Average Billing Program effective *** ** ***.
On *** *** ***, an invoice for $was sent for the billing period of *** *** *** through *** *** *** with a Current Average Billing Amount of $129.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On *** *** ***, a payment of $was posted to the account
On *** *** ***, an invoice for $was sent for the billing period of *** *** *** through *** *** *** with a Current Average Billing Amount of $264.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On *** ** ***, a payment of $was posted to the account.
On *** ** ***, a review of *** ***'s account determined that the *** *** *** and *** *** *** Average Billing amounts were incorrectly calculated; therefore, a revision to the Average Billing amounts occurred which affected the Average Billing deferred balanceThe revisions to the Average Billing amount and deferred balance are corrected for each monthly invoice separately
On *** *** ***, a corrected invoice for a credit balance of $was sent for the billing periods of *** *** *** through *** *** *** with a Balance Forward credit of $393.00, and a Current average Billing Amount of $143.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
Later that day, a corrected invoice for a credit balance of $was sent for the billing periods of *** *** *** through *** *** *** with a Balance Forward credit of $250.00, and a Current average Billing Amount of $137.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
Later that day, an invoice for a $was sent for the billing periods of *** *** *** through *** *** *** with a Balance Forward credit of $113.00, and a Current average Billing Amount of $164.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On *** *** ***, an invoice for $was sent for the billing period of *** *** *** through *** *** *** with a Current Average Billing Amount of $191.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On *** ** ***, *** *** contacted Reliant to offer feedback concerning the availability of the invoices for online use. The agent reviewed the account and offered to have the requested invoices emailed to *** *** for the period of *** *** *** through *** *** ***. *** *** accepted and the request was processed
On *** ** ***, *** *** contacted Reliant via online and completed a move-out request with an online agent for *** *** *** for the date of *** *** ***. The agent processed the request
Later that day, a payment of $was posted to the account.
On *** *** ***, a final invoice for $was sent for the billing period of *** *** *** to *** *** *** with current charges of $71.11, and Balance Due from Billing Plan for $
Resolution
Reliant regrets any inconvenience these proceedings may have caused *** *** however, the account has been invoiced correctly based upon the terms and conditions of Reliant's Average Billing program and in accordance with the terms of service*** ***'s account balance is correct and no adjustments are warranted
On *** *** ***, a Reliant representative contacted *** *** and provided her with an explanation of his invoicing. *** *** requested all invoices for the account and a request was processed to email the invoices. Payment arrangements were offered to *** *** and accepted
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
*** ***
Customer Support
***
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
name listed on the enrollment for electric service at *** *** ***
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***. A review of the account concluded that due to a clerical error, the incorrect customer name was listed for the account. Corrections have been completed to place the address of *** *** *** under Ms***’s name.
Reliant apologizes for any inconvenience this may cause and assure Ms*** that the information inadvertently processed cannot be used for fraudulent activity. We have reviewed Ms***’s account and determined that no inappropriate access to the Reliant account has occurred.
Reliant understands Ms*** has entrusted us to keep her personal information confidential and we take that responsibility seriously. Contact information has been given to Ms*** if an issue involving her personal information occurs
As a courtesy, a $bill credit has been applied to the account
On April 21, 2015, a Reliant agent contacted Ms*** and advised of the adjustments for 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
*** ***
*** ***
***
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
Mr*** is disputing
the final invoice for electric service at *** *** *** Court
History
Reliant’s records reflect that Mr***’s account became active on Reliant’s Average Billing Program effective August 6, 2013.
On September 5, 2013, an invoice for $was sent for the billing period of August 1, through August 30, with a balance forward of $232.21, an average billing deferred balance adjustment for -$232.21, a current average billing amount of $and total current non-electricity charges of $25.98. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
Subsequent invoices sent from October 4, through January 8, provided Mr*** with his actual electricity charges, Average Billing amount and deferred balance
On January 8, 2015, Reliant received notification that the electric service account at *** *** *** Court was being switched to another retail electric provider (REP) effective January 8, resulting in the closure of Mr***’s account
On January 14, 2015, a final invoice for $was sent for the billing period of January 5, to January 8, with a balance forward: electricity of $348.04, a balance forward: non-electricity of $51.96, current charges of $18.98, and balance due from billing plan of $
On January 15, 2015, Mr*** contacted Reliant concerning a high bill. The Reliant agent advised that the balance due from billing plan for the account added an additional amount of $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***; however, a review of his account determined that Mr*** 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
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 ***
Customer Support
***
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant regrets any inconvenience these proceedings may have caused and we understand *** ***’s concerns regarding the price plan.
A review of his account determined that *** *** 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 agreement. As a result, no refunds or credit adjustments are warranted at this time. *** ***’s account charges have been thoroughly reviewed and his billed rate and charges are correctAs in the past, at any time *** *** could have contacted Reliant for more information in regards to our fixed rate products that would offer more price stability or a lower priced rate plan that may have been available to him
We have attached the contract expiration notice (CEN) as reference
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from 8:a.mto 5:p.m.
*** ***
Customer Support
***
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
*** *** is disputing the
invoiced charges for her electric service account at *** *** *** ***. *** *** states that she was not properly notified that her previous price plan was expiring
History
On *** 17, 2013, *** *** submitted an online request to enroll her electric service account at *** *** *** *** to Reliant effective on the requested date of *** 19, and her request was processed. *** *** agreed to enroll on Reliant’s Conservation plan. The term of this plan is months and it has an early cancellation fee of $75.00. *** *** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on *** 17, 2013.
On *** 29, 2014, a contract expiration notice (CEN) was sent to *** *** 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 *** *** enrolls in an alternate price plan or if she switches her 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 *** *** to change her price plan; therefore, the account transitioned to the Reliant Flex plan effective *** 13,
On *** 18, 2014, an invoice of $was sent for the billing period of *** 12, through *** 13, 2014. This invoice advises “Thank you for being a valued customer. Your current plan is set to expire with the current billing period. However, your new plan, Reliant Flex plan will begin with your next billing period. Feel free to call us at *** at anytime if you have questions.”
Subsequent invoices from *** 16, through *** 15, reflected the Reliant Flex plan pricing
On *** 18, 2014, *** *** contacted Reliant concerning a high bill. The Reliant agent advised that the bill was due to usage and the price plan of the Reliant Flex plan. *** *** stated that she was not notified of the price plan update to the account. The agent offered to place the account on an updated contracted price plan. *** *** declined the offer
On *** 21, 2014, Reliant received notification that the electric service at *** *** *** *** was switching to another retail electric provider (REP) effective *** 21,
On *** 25, 2014, a final invoice for $1,was sent for the billing period of *** 12, to *** 21, with a balance forward of $1,and Current Charges of $
Resolution
Reliant regrets any inconvenience these proceedings may have caused *** ***; however, a review of her account determined that *** *** was invoiced in accordance with his Terms of Service. Reliant's records do not indicate that mail was returned. No additional adjustments are warranted at this time
Payment arrangements are available upon request for the balance remaining on 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.
*** ***
###-###-####*** ***
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
*** is disputing a
balance in his name listed on his credit report
History
On May 10, 2014, an enrollment was completed under ***'s name for electric service at *** *** *** *** ***. The account was enrolled on enrolled on Reliant’s Secure plan. The term of this plan is months. *** 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 May 12,
On April 9, 2015, *** contacted Reliant to dispute the balance as he stated that he never resided at the residence. The Reliant agent entered a dispute for the balance and advise to allow up to business days to complete.
On April 15, 2015, *** was contacted and advised of the steps required to complete a Forgery of Affidavit for Identification Theft to complete the removal of the balance from the account in ***'s name
Resolution
Reliant regrets any inconvenience these proceedings may have caused ***. ***’s research is ongoing for the disputed balance of $for the account under ***’s account. The charges are related to the fraudulent address of *** *** *** *** *** that was opened in his name.
On May 18, 2015, a Reliant agent contacted *** to advise of the research. *** will be contacted back once the research has been completed to confirm the balance has been removed
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
*** ***
Customer Support
***
This is in response to Revdex.com complaint# *** submitted by Mr*** *** regarding the premise at *** ** *** *** *** *** ** ***
In regards to the concerns outlined in Mr*** complaint regarding Reliant Energy we regret we will be unable to assist with this matter
Please allow us to clarify that *** *** is a TDSP (Transmission and Distribution Company) for electric service in the Greater *** *** areaWe own, maintain, and repair the power lines and other electrical equipment used to deliver and register electricity usage
We are not, however, an electric provider or company that sells/bills customers for electricity. Therefore, we would direct Mr*** to contact Reliant Energy to discuss all billing issues including price per kilowatt, number of billing days, seasonal temperature variances, retail electric provider related charges and other factors that influence the amount of the bill, as *** *** does not have access to Mr*** billing records
We were successful in speaking with Mr*** today and he was very receptive to the information provideHe also acknowledged that he will be contacting the *** *** *** ** *** Consumer Protection in reference to his complaint
Mr*** was receptive to the information provided and thanked us for contacting him
Respectfully,
*** ***
*** ***
Reliant’s Response to Revdex.com Case # Rebuttal
Reliant regrets any inconvenience these proceed***s may have caused and we understand Ms***’ concerns regard*** the invoiced chargesAs a courtesy, a Returned Payment Charge of $25.00, Disconnection Notice Fees total*** $20.00, a Disconnection Recovery Fee of $and Late Payment Penalties total*** $were credited to the account
On May 18, 2015, Ms*** was contacted and provided a status of the account
On June 22, 2015, a request was submitted to refund the credit balance of $
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***
Customer Support
713-488-
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
Mr*** is requesting a reversal
of fees due to a non-sufficient funds (NSF) payment for his electric service account at *** *** *** ***.
History
On December 16, 2014, a payment of $posted to Mr***’s account
On December 22, 2014, Reliant received notification that the payment for $was not honored by Mr***’s financial institution. At that time, a $NSF fee was assessed to Mr***’s account. Correspondence advising Mr*** of the returned payment was sent on December 23,
On December 30, 2014, a disconnection notice for $was sent to Mr*** due by January 9, and a $disconnect notice fee was placed to Mr***’s account
On January 6, 2015, an invoice for $with a due date of January 22, was sent for the billing period of December 3, through January 2, with a balance forward of $0.00, current charges of $61.06, a return payment of $67.30, a returned payment charge of $25.00, a disconnect notice fee of $and a late payment penalty of $
On January 9, 2015, a payment of $posted to Mr***'s account
Later that day, Mr*** contacted Reliant to inquire on the returned payment. The Reliant agent reviewed the account and as a courtesy, reversed the related charges of the disconnect notice fee for $and the late fee of $3.37. The Reliant agent then entered a dispute to research the reversal of the $returned check fee
On January 12, 2015, the research determined that the account would be credited the $returned check fee as a courtesy to the account
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr***; however, a review of Mr***’s account determined that the account has been invoiced in accordance with the Terms of Service.
As a one-time courtesy to the account, the fees totaling $from the related charges of the returned payment would be credited to the account. On January 16, 2015, a Reliant agent contacted Mr*** to advise of the adjustments.
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 ***
Customer Support
###-###-####
[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 *** and find that this resolution would be satisfactory to me
Only two calls were made, this first agent did not leave a call back number the second call was just literally placed on todayI work overnight so I was planning on contacting them on tommorrow being that a call back number was left, I appreciate them removing the charges
Reliant’s Response to Revdex.com Case #*** Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr*** concerns regarding his promised incentive. A request has been submitted to have the additional $gift card issued to Mr***. Mr*** has been contacted and advised of the steps taken to correct the matter.
If Mr*** has any additional concerns regarding this complaint, please contact me at ***, 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 ***
*** ***
Customer Support
***
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
Mr*** is disputing the invoice
for electric service at *** *** *** ***
History
Reliant’s records reflect that Mr***’s account became active on Reliant’s Average Billing Program effective September 4, 2013.
On September 30, 2013, an invoice for $was sent for the billing period of August 28, through September 26, with a Balance Forward of $195.75, an Average Billing Deferred Bal Adjustment credit of $195.75, and a Current Average Billing Amount of $237.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On September 17, 2013, 2015, a payment for $was posted to the account
Subsequent invoices sent from October 29, through November 26, provided Mr*** with his actual electricity charges, Average Billing amount and deferred balance
On December 29, 2014, an invoice for $was sent for the billing period of November 24, through December 23, with a balance forward of $and a Current Average Billing Amount of $308.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On January 12, 2015, a payment of $was posted to the account
On January 28, 2015, an invoice for $was sent for the billing period of December 23, through January 23, with a balance forward of $and a Current Average Billing Amount of $284.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be -$
On January 30, 2015, Mrs***, on behalf of Mr***, contacted Reliant concerning a high bill. The agent reviewed the account and advised that the average billing was in effect for the account. Mrs*** requested the removal on the average billing option and the agent processed the request.
On February 26, 2015, an invoice for $was sent for the billing period of January 23, through February 24, with a balance forward of $284.00, current charges of $12.58, a late payment penalty of $14.20, and a credit balance from billing plan for $
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr***; however, a review of his account determined that Mr*** 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
As a one-time courtesy, the late payment penalty of $was removed from the account
On March 6, 2015, Mr*** was contacted and advised of the invoiced charges being valid. Copies of the previous months of invoices are being mailed to offer detailed billing for the account and the accumulation of the deferred balance
Payment arrangements are available upon request
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 # ***
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
*** *** disputes the invoiced usage at *** *** *** ***
History
On March 11, 2013, Reliant’s records reflect that *** ***’ account was enrolled on Reliant’s eBill notification program and subsequent invoices were emailed to ***
On July 31, 2014, an invoice for $was sent for the billing period of June 26, through July 28, with a Balance Forward of $194.00, Current Charges of $226.12, Disconnect Notice Fee of $and Late Payment Penalty of $
Later on July 31, 2014, a one-time card payment of $was processed through Reliant’s online account management (OAM) tool
On August 25, 2014, a disconnection notice for was sent due by September 4,
On August 29, 2014, an invoice for $was sent for the billing period of July 28, through August 26, with a Balance Forward of $245.82, Current Charges of $ 137.19, Disconnect Notice Fee of $and Late Payment Penalty of $
Payment was not received by the September 4, disconnection notice due date; therefore, on September 10, 2014, a disconnect request was sent to CenterPoint Energy (CNP)
On September 11, 2014, a one-time bank draft payment for $was processed through Reliant’s OAM toolAt that time, a reconnection request was sent to CNP
Later on September 11, 2014, *** *** contacted Reliant to dispute the invoiced usageShe requested to speak with a supervisor and her call was transferredThe Reliant supervisor submitted a request to CNP to confirm *** ***’ usage and accuracy of the meter
On September 17, 2014, Reliant received notification that the payment for $was not honored by *** ***’ financial institution. At that time, a $NSF fee was assessed to *** ***’ account. Correspondence advising *** *** of the returned payment was sent on September 17,
On September 19, 2014, Reliant received notification from CNP that the meter test was accurate and that no adjustments were neededCorrespondence was sent to *** *** to advise her of the meter test results on September 29,
On September 30, 2014, an invoice for $was sent for the billing period of August 26, through September 25, with a Balance Forward of $159.00, Current Charges of $89.46, Returned Payment of $245.82, Returned Payment Charge of $25.00, Disconnect Recovery Charge of $and a Late Payment Penalty of $
Payment was not received to satisfy the returned payment of $245.82; therefore, on October 14, 2014, a disconnect request was sent to CNP
On October 21, 2014, *** *** contacted Reliant and processed payment of $At that time, a reconnection request was sent to CNP
On October 23, 2014, a Disconnection Notice for $was sent due by November 3, 2014.
On October 29, 2014, an invoice for $was sent for the billing period of September 25, through October 24, with a Balance Forward of $305.82, Current Charges of $59.40, Service Processing Fee of $5.95, Disconnect Notice Fee of $and a Late Payment Penalty of $
Payment was not received by the November 4, disconnection notice due date; therefore, on November 5, 2014, a disconnect request was sent to CNP
On November 12, 2014, a payment of $was processed through Reliant’s Interactive Voice Response (IVR) systemAt that time, a reconnection request was sent to CNP
Later on November 12, 2014, *** *** contacted Reliant to confirm her payment of $388.14, a status of the reconnection of the electric service and the meter test resultsThe Reliant representative confirmed *** ***’ payment of $and advised that a reconnect request was submitted to CNPAdditionally, the Reliant representative advised *** *** of the results of the meter test and that no adjustments or credits are warranted
On November 21, 2014, *** *** contacted Reliant to dispute the invoiced usage; she requested a credit of $and to speak with a Reliant supervisorAt that time, the call was transferredThe Reliant supervisor reviewed the account and the previous contacts and advised *** *** that account records do not reflect that a credit of $is warranted and provided the results of the meter test information from CNPAs a courtesy, the Reliant supervisor credited a Disconnect Recovery Charge of $25.00, Disconnect Notice fee of $and a Late Payment Penalty of $
On December 1, 2014, an invoice for $was sent with Current Charges of $36.16, Disconnect Recovery Charge of $25.00, Credit for Disconnect Recovery Charge of $25.00, Credit for Disconnect Notice Fee of $and Late Payment Penalty Adjustment of $
On December 4, 2014, *** *** contacted Reliant and requested to move-out the electric service effective December 4, At that time, her request was processed
On December 8, 2014, a final invoice for $was sent for the final billing period of November 24, through December 4, was sent with a Balance Forward of $and Current Charges of $
On January 14, 2015, *** *** contacted Reliant with her financial institution to dispute the payment of $processed on November 12, 2014, stating that she was advised on November 12, that she will receive a credit of $The Reliant representative advised *** *** that she contacted Reliant On November 12, and processed a payment of $through Reliant’s Interactive Voice Response (IVR) system and no credits were warranted at that time
On January 21, 2015, *** *** contacted a Reliant representative and processed a payment of $
On February 17, 2015, Reliant received notification that the payment for $was not honored by *** ***’ financial institution. At that time, a $NSF fee was assessed to *** ***’ account.
On March 9, 2015, a Final Notice for $was sent to *** *** 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 March 24, 2015, *** *** contacted Reliant to dispute the final noticeShe stated that a Reliant representative advised her that she will receive a credit for the $balanceThe Reliant representative reviewed the account and advised *** *** that account records do not reflect that a
credit of $is warranted and provided the results of the meter test information from CNP
On March 25, 2015, *** *** contacted a Reliant web chat representative and requested an explanation of her account balanceThe Reliant representative advised *** *** that Reliant received notification that the payment for $was not honored by her financial institution and a $NSF fee was assessed to the account
On March 26, 2015, a Reliant representative contacted *** *** regarding her dispute*** *** advised that she requested a stop-payment on the payment of $and stated that she is disputing the invoiced chargesThe Reliant representative advised *** *** that her account is being reviewed
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand *** ***’ concerns regarding the usage dispute; however, *** ***’ account has been invoiced based on meter information provided by CNP and in accordance with her Terms of Service.
As a courtesy, Late Fees totaling $19.17, Disconnect Recovery Fees totaling $50.00, a Service Processing Fee of $and a Disconnect Notice Fee of $was credited to the account
*** ***’ account is closed with an outstanding balance of $
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***
Customer Support
***
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms***’s concerns regarding the usage dispute, Reliant is responsible for billing Ms***’s account in accordance with the meter information provided by the TDSP and in accordance with her Terms of Service. Additionally, SmartMeterTexas.com provides tools that allow you to see your detailed usage data daily and monitor how electricity is used each day.
For any additional questions about this concern, please contact me at *** I am available Monday through Friday from 8:a.mto 5:p.m.
*** ***
Customer Support
***
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
cancellation fee for electric service at *** *** *** ***
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*** 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, 2015. Ms*** agreed to the extension and the request was processed
On February 12, 2015, Ms*** 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 *** *** *** *** 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***. A review of Ms***' account determined that on February 12, 2015, a payment request was submitted to Ms*** financial institution in error.
Ms***' service has been closed with Reliant as of February 20, 2015. As a courtesy, a request has been processed to waive the Early Cancellation Fee
On April 10, 2015, a Reliant agent contacted Ms*** 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
*** ***
*** ***
***
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
[Provide details of why you are not satisfied with this resolution.]We have not received All of our credit nor have account been updated to reflect the new rates
Regards,
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 # ***
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
*** is disputing the
billing invoice for electric service at *** * *** ***
History
On *** *** ***, a contract expiration notice (CEN) was sent to *** advising that the current price plan was expiring and that the account would transition to the Reliant Flex plan that would charge cents/kWh for kWh with the first meter read date after *** ** *** unless *** enrolls in an alternate price plan or if he switches his 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
On *** ** ***, Reliant’s records do not reflect that a request was received from *** to change his price plan; therefore, the account transitioned to the Reliant Flex plan effective *** ** ***.
On *** *** ***, an invoice for $was sent for the billing period of *** ** *** to *** ** *** with current charges of $
On *** *** ***, *** contacted Reliant to dispute a high bill. The Reliant agent reviewed the account and offered to have the account set up for the average billing option. *** agreed and the agent processed a request to enroll ***'s account on the retro average billing program. As a result, *** was able to pay an initial monthly amount of $in lieu of his *** *** *** invoiced amount.
On *** *** ***, a payment of $was posted to the account
On *** *** ***, an invoice for $was sent for the billing period of *** ** *** to *** *** *** with a balance forward of $69.59, a Current Average Billing Amount of $82.00, and an Average Billing Deferred Balance Adjustment credit of $69.59. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On *** *** ***, a payment of $was posted to the account
On *** *** ***, an invoice for $was sent for the billing period of *** *** *** to *** ** *** with a Current Average Billing Amount of $90.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
On *** *** ***, Reliant received notification that the electric service at *** * *** *** was switching to another retail electric provider effective for the same date
On *** *** ***, a final invoice for $was sent for the billing period of *** ** *** to *** *** *** with a balance forward of $90.00, Current Charges of $21.37, and a Balance Due from Billing Plan for $
Resolution
Reliant regrets any inconvenience these proceedings may have caused ***; however, a review of his account determined that *** has been invoiced in accordance with the Average Billing Terms of Service
Payment arrangements are available upon request
Attempts have been made to contact *** without success. For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
*** ***
Customer Support
***
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms***’s concerns regarding the usage dispute. Ms***’s TDSP of *** *** *** is responsible or reading and supplying the meter usage information for each billing cycle. A meter reading verification request was sent to *** *** *** to verify the accuracy of the meter reading in dispute on January 26, which *** *** *** confirmed to be accurate
Reliant is open to discuss available price plans that Ms*** can transition to assist in lowering the average rate for the account. We would also be able to offer energy efficiency tips and payment arrangements if needed for the balance
At this time, no additional adjustments are warranted for the account
For any additional questions about this concern, please contact me at *** I am available Monday through Friday from 8:a.mto 5:p.m.
*** ***
Customer Support
***