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***, on behalf of
*** ***, is disputing the invoiced charges for electric service at *** *** *** *** #***
History
On February 10, 2015, an invoice for $was sent for the billing period of January 7, to February 6, (2,kWh) with a balance forward of $0.00, current charges of $369.85, and a deposit interest credit balance of -$
On February 17, 2015, Mr*** contacted Reliant to dispute the high bill. The Reliant agent advised that the invoice issued was due to increased usage from the previous billing cycle and addressed possible reasons for the increase such as lower than temperatures. The representative offered to transition the account to an updated price plan and Mr*** accepted
Resolution
The usage reflected on the monthly bill provides the official usage determined by the local electric utility company
On February 18, 2015, a request was sent to Oncor (ONC) to confirm the reported usage for Ms***’s premise for the disputed billing period of January 7, through February 6,
On February 24, 2015, a response was received from ONC advising that the readings submitted for billing were accurate
Reliant regrets any inconvenience these proceedings may have caused Ms***; however, a review of his account determined that Ms*** has been invoiced in accordance with the Terms of Service. The invoiced charges are valid and no adjustments are warranted at this time
On February 24, 2015, Mr*** was contacted and informed of the confirmed readings from ONC. As a one-time courtesy, the account was placed on the Get More, Save More plan at cents/kWh for kWh and backdated one billing cycle to have an updated invoice issued.
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
***
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see the attachment for a summary of our findings. Mr*** may contact his business account representative directly at
713-537-2696, Monday through Friday from a.mto p.mregarding the status of *** *** *** accounts
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant regrets any inconvenience these proceedings may have caused
A secondary review of ***’s account has determined that confirmation of enrollment for the average billing option was mailed out as of *** *** ***. The confirmation statement included the explanation of the deferred balance. With monthly invoices issued, the invoice also states “After payment of your monthly Total Due, your Deferred Balance will be…”.
We can understand ***’s concerns regarding how his Average Billing deferred balance accumulated; however, a review of his account determined that he was invoiced in accordance with the terms of the Average Billing program. A Statement of Account detailing the accumulation of the deferred balance was sent to the mailing address on file on *** *** ***
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
Mr*** called me today and basically blamed everything on *** *** *** delivery chargesHe said he contacted them and the readings were correctWhen I told him that my family and myself were gone for a week for Christmas and turned the thermostat way down while we were gone, he had nothing to sayEven after I offered to submit proof of airline tickets He was very curt and refused to admit that the readings could be wrongI believe an investigation needs to be performed regarding this matterMr*** spent all of two minutes with me on the phone and told me that he was going to respond to you immediatelyHis mind was already made upUnless he types one hundred words per minute, his rebuttal was already prepared before he reached out to meThis is our second winter in this apartment and our bill has never been this highI have previously owned a home and have never had a bill this highAgain, Revdex.com, I am asking for an investigation into this billAlso, for a company to care so much about it's reputation, Mr*** showed no empathy during our conversation todayHe offered no compromise and/or solutionsBasically, his hands are tied which I do not believe they are
Regards,
Ms***
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 invoiced
billing for electric service at *** *** *** ***
History
On October 28, 2014, Mr*** completed an enrollment by phone for electric service at *** *** *** #effective on the requested date of October 30, and his request was processedMr*** enrolled on Reliant’s Conservation Plan 3. The term of this plan is months. Mr*** 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 October 29,
On October 31, 2014, Mr*** contacted Reliant to advise that his enrollment for service at *** *** *** #would need to be updated to the new service address of *** *** *** ***
On November 3, 2014, Mr*** contacted Reliant to advise that his enrollment for service at *** *** *** *** would need to be updated to the new service address of *** *** *** ***. The agent completed the enrollment for the requested address of *** *** *** ***.
On January 10, 2014, an invoice for *** *** *** *** for $was sent for the billing period of November 4, through December 1, with a Balance Forward of $8.55, Current Charges of $41.44, and a Deposit Interest credit for $0.03.
On January 16, 2015, an invoice for *** *** *** *** for $was sent for the billing period of November 4, through December 1, with a Balance Forward of $and Current Charges of $82.08.
On January 16, 2015, an invoice for *** *** *** *** for $was sent for the billing period of December 1, through January 2, with a Balance Forward of $and Current Charges of $
On January 16, 2015, an invoice for *** *** *** *** for $was sent for the billing period of December 1, through January 2, with a Balance Forward of $and Current Charges of $
On February 5, 2015, an invoice for $was sent for the billing period of January 2, through February 2, with a Balance Forward of $263.19, an Other Charges credit of $and Current Charges of $204.96. Of the current charges, $was listed for *** *** *** *** and $was listed for *** *** *** ***
On February 18, 2015, Mr*** contacted Reliant to dispute the billing for the service address of *** *** *** ***. The agent reviewed the account and completed a move-out request for *** *** *** *** for the date of February 19, 2015. The agent entered a request to dispute the billing in Mr***'s name for the service address of *** *** *** ***.
On February 19, 2015, Mr*** was contacted and supplied an update advising that the issue is still under review
On February 23, 2015, a final invoice for *** *** *** *** for $was sent for the billing period of February 2, through February 19, with a Balance Forward of $468.14, Current Charges of $31.62, a Deposit Interest credit for $0.01, a Disconnect Notice Fee of $10.00, and a Late Payment Penalty of $
On March 2, 2015, Mr*** contacted Reliant to request a move-out request for *** *** *** ***. The agent processed the request for the same date
On March 5, 2015, a final invoice for *** *** *** *** for $was sent for the billing period of February 2, through March 3, with a Balance Forward of $522.91, Current Charges of $79.01, a Deposit Refund of $210.00, a Disconnect Recovery Charge of $25.00, and a Credit for Disconnect Recovery Charge of $
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr***. The issue regarding the incorrect billing for the service address of *** *** *** *** is currently under review. Mr*** will be provided an update once the issue has been completed and a corrected invoice would be issued to reflect any corrections
Payment arrangements are available upon request if needed
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
713-488-
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
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 *** 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
[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 is incomplete. I never received a notice.My name is incorrectly spelled in their correspondence (it is not Shrank...it is ***)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 ***
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 complaintAs Mr*** response indicates, my daughter and I each are to receive $gift card for the referral programMy daughter received her's in the way of (2) $gift cards, however I only received (1) $gift cardI have now called Mr*** times in the last days concerning this issue and I have yet to have a return call. I do not understand why I have had to work so hard to get what I was promised and as of today, still do not have it nearly months after signing up with ReliantI can only imagine how many others have the same problems I have had but do not follow through to get what is promised I would not treat customers in my business this way and I would think a large company like Reliant wouldot want to either.I want the other $gift card that was promised ASAP!
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before send*** it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***MsK*** is correct when she states that I freely chose my current rate planNobody forced me to do itHowever, it does not change the fact that the coupon I tried to use was a form of bait-and-switch advertis***I matched the coupon to the product named on the coupon, attempted to buy that product, then had the seller tell me they would only honor the coupon if I purchased a different, more expensive product that had the same nameI accepted the situation at the time because I was mov***, needed power at my new home, and had no more time to waste argu*** about itThat was my mistakeI will not make that mistake a second time.I believe Reliant's actions on May 11, 2014, were dishonest and I am very disappointedPlease post this complaint so that other consumers may be warned. Regards,Donald ***
Revdex.com:,, reliant never mentioned the pricing of my new bill at the end of the contracts, also,, they never inform me thought email nor phone.
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.]
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
inability to complete a payment for electric service at *** *** ***
History
On *** ** ***, *** *** contacted Reliant to advise that a payment attempt by phone using Reliant's Interactive Voice Response (IVR) system and online at *** were not processing. The agent submitted a payment over the phone the credit card information supplied by *** ***. The payment attempt was returned due to a security code error. *** *** stated that the card information was correct and a call back request was entered
Later that day, *** *** was contacted and was advised that the issue was being researched to determine the payment processing error using the *** ***
On *** ** ***, *** *** contacted Reliant to advise that he was having trouble processing the payment for the account. A Reliant agent attempted to process the payment and a system response was given stating that the security code was invalid. The Reliant agent placed the request to have the payment issue researched to correct the issue
On *** *** ***, *** *** was contacted and a payment attempt was initiated and declined. The issue was referred for research to resolve the payment processing issue
On *** ** ***, *** *** contacted Reliant via chat concerning the payment issue. The agent offered alternate payment options. *** *** declined and requested that the early cancellation fee not apply if he decides to switch away from Reliant
Resolution
Reliant regrets any inconvenience these proceedings may have caused *** ***. Reliant is currently working back with *** to resolve the card payment issue
However, Reliant accepts payments by alternative methods such as *** ***, checking account, money order, cashier’s check, or at payment location
Related late fees totaling $*** have been credited to the account
As a courtesy, Reliant will allow days for *** *** to switch to another provider without penalty
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*** states that her February
14, enrollment request at *** *** *** *** *** *** was not completed in errorAdditionally, Ms*** states that she did not authorize the electric service at *** *** *** *** *** *** be activated on March 10, in her name
History
On February 12, 2014, Ms*** requested electric service at *** *** *** *** *** *** effective February 14, Ms*** received a security notification hold which required that two forms of identification be provided to Reliant at [email protected] prior to her enrollment request being completed
On February 15, 2014, Ms*** contacted Reliant requesting the status of her enrollment request and was incorrectly advised that the electric service had begun as of February 14,
On March 1, 2014, an email was received from Ms*** requesting her account balanceA response was sent to Ms*** via email requesting account identifiers such as her Reliant account number to locate the account
On March 2, 2014, Ms*** contacted Reliant via email with the account identifiersA response was sent to Ms*** via email incorrectly advising that her electric service became active on February 2,
On March 17, 2014, due to the security notification hold not being satisfied, Ms***'s enrollment expired, causing the electric service to remain in the previous tenant’s name
On April 8, 2014, Ms*** contacted Reliant via email stating she had not received an invoiceA response was sent to Ms*** via email advising that her previous enrollment had expired due to not receiving two forms of identification to satisfy the Security Notification hold; therefore, service remained under the previous tenant’s name. Ms*** was advised that she would need to call Reliant and request a new enrollment
Later on April 8, 2014, Ms*** submitted an enrollment request online At that time, a security notification hold was received and Ms*** was advised that two forms of identification were required to process her enrollment and to send her documentation to [email protected] for review
On April 9, 2014, Ms*** contact Reliant to confirm that her documentation was received and was advised that it could take up to hours to received and be processed
On April 10, 2014, a copy of Ms***’s Driver’s License and passport was received
Later on April 10, 2014, Ms*** contacted Reliant requesting the status of her enrollment and was advised that the online enrollment request was incomplete and that a new enrollment request would be required At that time, Ms*** advised she wanted to cancel the enrollment request and requested a Confirmation of Service letter; however, because Ms*** did not start service with Reliant, a Confirmation of Service Letter could not be provided
Due to a system issue, an enrollment request was incorrectly processed on March 10, under Ms***’s name at *** *** *** *** *** ***, effective February 12, At that time, an email was sent to Ms*** confirming that the electric service would be initiated in her name shortly
Later on March 10, 2015, Ms*** contacted Reliant via web chat stating she did not request to initiate service with Reliant and requested to cancel the enrollment and her request was processed
From March 13, through March 16, 2015, Reliant received notification that the enrollment cancel requests were rejected
On March 23, 2015, Reliant received a switch request at *** *** *** *** *** ***, effective March 23, 2015, resulting in the closure of Ms***’s account
Resolution
Reliant deeply regrets any inconvenience these proceedings may have caused Ms***Several attempts to contact Ms*** were made however unsuccessfulA voicemail was left advising Ms*** that she will not be held responsible for any charges assessed for electric service at *** *** *** *** *** *** in addition, her credit will not be affected due to the system issue
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
Nancy S***
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
*** *** is disputing the
invoiced charges for the electric service account at *** *** ***
History
On *** *** ***, Reliant received notification that the electric service account at *** *** *** was being switched to another retail electric provider (REP) effective *** *** *** resulting in the closure of *** ***’ account
On *** *** ***, a final invoice for $was sent for the billing period of *** *** *** to *** *** *** 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 *** *** ***, *** *** was contacted by a Reliant agent to verify if the switch request was valid. *** *** stated that the switch was not requested. The Reliant agent entered a request to reinstate *** *** electric service back to Reliant. *** *** was advised to allow 7-days for the research to be completed
Resolution
Reliant regrets any inconvenience these proceedings may have caused *** ***. The customer’s account has been reinstated back to Reliant to the date of loss on *** *** ***. 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 *** *** ***, a Reliant agent contacted *** *** 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.
*** ***
Customer Support
***
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant regrets any inconvenience these proceed***s may have caused and we understand Mr***’s concerns regard*** the price plan
Reliant offers a variety of price plans through multiple channels which may reflect different pric*** points and or incentives, and are subject to change. Price fluctuations are dependent on the type of month-to-month or fixed rate price plan enrolled under; however, specific pric*** details for each price plan are available through their electricity facts label (EFL) and Terms of Service provided at the time of enrollment
On May 11, 2014, Mr*** contacted Reliant’s web chat and was provided an explanation of the representation of the price plan associated with the coupon he received from the USPS and another price plan that he was view*** onlineAt no time did the Reliant representative force Mr*** to enroll in any price plan, as Mr*** ended the chat, enrolled his electric service and agreed to the price plan of his choos***
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 # ***
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
disconnect recovery charges for electric service at *** *** ***
History
Reliant’s records indicate that a terms of service document was issued for *** ***’ account for the dates of August 4, 2011, July 3, 2013, and February 3, 2015.
On April 2, 2015, a disconnection notice was issued advising that the amount of $would need to be satisfied by April 13, 2015. If the payment was not satisfied by that date, a disconnect recovery charge of $would be assessed to the account
On April 14, 2015, a $disconnect notice fee was placed to the account
Later that day, a payment of $was posted to the account
On May 14, 2015, *** *** contacted Reliant to inquire on the disconnect recovery charges for the account. The agent reviewed the account and advised of the terms of the disconnect recovery charge being assessed to the account. The agent reversed one amount of $disconnect recovery charges for the account
Resolution
Reliant regrets any inconvenience these proceedings may have caused *** ***; however, a review of *** ***’ account determined that the account has been invoiced in accordance with the Terms of Service. If a disconnection notice is issued, Reliant will also charge a Disconnect Recovery Charge if payment is not received before the date the service is subject to disconnection. This charge will apply regardless of whether the electric service is actually disconnected
As a one-time courtesy to the account, the fees totaling $from the related charges of the disconnect recovery charges and a late fee would be credited to the account. On May 15, 2015, a Reliant agent contacted *** *** 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 ***
*** ***
***
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
notification process for a final invoice for electric service at *** *** ***
History
On November 28, 2014, notification was received that the electric service account at *** *** *** 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 *** to inform *** 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, 2015.
Later that day, an outbound automated courtesy call was made by Credit to *** 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 *** 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.
*** ***
Customer Support
***
*** *** ** *** *** * ***
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
timeframe to complete a reconnection of service for electric service at *** *** ***
History
On *** *, 2014, a ***, on behalf of *** ***, contacted Reliant to request a temporary disconnection of service for work to be completed for the service address of *** *** ***. The Reliant representative submitted the request to *** *** *** for the temporary disconnection to complete the same date
On *** **, 2014, *** *** contacted Reliant to have the service reconnected for the service address. The Reliant representative entered the reconnection request to ***. The Reliant representative advised that due to the time the reconnection order was received, the order could complete the same date or by the next business day
On *** **, 2014, *** *** contacted Reliant for a status of the reconnection request. The Reliant representative contacted *** and verified that *** had not received a permit to complete the reconnection of service
On *** **, 2014, *** *** contacted Reliant to advise that a permit had been issued to complete the reconnection of service. The Reliant representative contacted *** to verify that a reconnection request was submitted and verified there was none listed. The representative submitted another reconnection request to ***
On *** **, 2014, *** *** contacted Reliant for a status of the reconnection requestThe Reliant representative reviewed the account and advised that the reconnection request was rejected by ***. The Reliant representative contacted *** which advised that there a ground rod was not present in order to complete the reconnection. *** *** was advised of the work needed at the service address to complete the reconnection of service
On *** **, 2014, *** *** contacted Reliant to advise that the correction had been completed and to request the reconnection request. The Reliant representative entered the request to complete the reconnection of service
Later that day, *** *** contacted Reliant for a status of the reconnection request. The Reliant representative contacted *** which verified that a reconnection request had not been received. The Reliant representative issued the reconnection request
Resolution
Reliant regrets any inconvenience these proceedings may have caused *** ***. In reviewing the request, *** makes the determination to complete the reconnection based on the work completed and the verification of the permit from the city which *** *** resides in. Based on notifications received from ***, Reliant made the attempts to resubmit the reconnection request to complete *** ***'s initial request. In confirming with ***, the reconnection request completed as 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.
*** ***
*** ***
***
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 *** *** *** *** ***
History
On December 18, 2014, Mr*** contacted Reliant and submitted a disconnection request for electric service at *** *** *** *** *** for the requested date of January 2,
On January 6, 2015, a final invoice for $was sent for the billing period of December 9, to January 2, 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 $
On January 6, 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 mount 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
Payment arrangements can be requested for the final invoice
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
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
Ms*** is disputing the
disconnection of service for electric service at *** *** *** ***
History
On October 30, 2014, a disconnection notice for $was sent to Ms*** due by November 10,
On November 10, 2014, Ms*** contacted Reliant via web chat requesting an extension for the account. The Reliant agent advised that the account was not eligible for an extension due to the payment history for the account, but if a payment of $could be processed to the account, a payment arrangement could be discussed for the account
Later that day, Ms*** contacted Reliant via web chat concerning difficulty with the processing of a payment. The Reliant agent advised to call in to process the payment in order to address Ms***'s extension request
Later that day, a payment of $was processed through the online account management (OAM) tool
On November 12, 2014, a disconnection request was issued due to the remaining amount of the disconnection notice not being satisfied
On November 13, 2014, Ms*** contacted Reliant by phone and processed payment for $with a Reliant agent. At that time, a reconnection request was sent to CenterPoint Energy (CNP)
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***A review of the chat from November 10, determined that the Reliant agent was not clear on how to proceed with Ms***'s extension request which lead to the disconnection of service. The service is currently active at this time
As a one-time courtesy to the account, two listings of a disconnect recovery charge for $each will be credited to the account.
On November 25, 2014, a Reliant agent attempted to contact Ms*** to advise of the research results. 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 hear*** from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find***s:
Issue
Mr*** disputes the invoiced charges at Esters Road #
History
On December 28, 2014, Mr*** contacted Reliant and agreed to enroll the electric service at Esters Road #effective January 2, 2015. To satisfy a security deposit requirement, Mr*** elected to purchase a Third Party Surety Bond for $An email confirmation was sent to Mr*** at ERIC***[email protected] confirm*** his electric service requestThe confirmation email included a link to the Your Rights as a Customer, Terms of Service and EFL documents.
On December 29, 2014, a fraud alert security notification associated with Mr***’s identification was received from the credit bureauAt that time, a Reliant representative attempted to contact Mr*** to advise him of the notification received from the credit bureau and to request two forms of identification; however, the attempt was unsuccessful and a voice mail message was left
On December 30, 2014, a Reliant representative attempted to contact Mr*** to advise him of the notification received from the credit bureau and to request two forms of identification; however, the attempt were unsuccessful and a voice mail message was left
On January 1, 2015, Mr*** contacted Reliant request*** to cancel the enrollment requestA Reliant representative improperly advised Mr*** that a request was submitted to cancel the enrollment
On January 2, 2015, Reliant received notification that the electric service at Esters Road #was be*** closed out of Mr***’s name effective January 3,
On January 15, 2015, a final invoice for $was sent for the final bill*** period of January 2, through January 3, with a credit balance forward of $and current charges of $
Account records reflect that a refund check for $was sent to Mr*** on February 6,
On March 24, 2015, Mr*** contacted Reliant to dispute the final invoice; he stated that the electric service was cancelled before January 2, The Reliant representative advised Mr*** that Reliant must have business days’ notice to change or cancel enrollment requests and no adjustments or credits are warrantedAt that time, Mr*** requested to speak with a supervisor and a supervisor callback request was processed
Resolution
Reliant regrets any inconvenience these proceed***s may have caused Mr***. A review of Mr***’s account determined that the Reliant representative did not advise Mr*** that he must contact Reliant at least two business days before the original start date to change or cancel the enrollment request
On March 31, 2015, $was credited to the accountAdditionally, a request was submitted to refund the credit balance
Multiple attempts to contact Mr*** have been unsuccessful; however, voice mail messages have been left provid*** my contact number.
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***, on behalf of
*** ***, is disputing the invoiced charges for electric service at *** *** *** *** #***
History
On February 10, 2015, an invoice for $was sent for the billing period of January 7, to February 6, (2,kWh) with a balance forward of $0.00, current charges of $369.85, and a deposit interest credit balance of -$
On February 17, 2015, Mr*** contacted Reliant to dispute the high bill. The Reliant agent advised that the invoice issued was due to increased usage from the previous billing cycle and addressed possible reasons for the increase such as lower than temperatures. The representative offered to transition the account to an updated price plan and Mr*** accepted
Resolution
The usage reflected on the monthly bill provides the official usage determined by the local electric utility company
On February 18, 2015, a request was sent to Oncor (ONC) to confirm the reported usage for Ms***’s premise for the disputed billing period of January 7, through February 6,
On February 24, 2015, a response was received from ONC advising that the readings submitted for billing were accurate
Reliant regrets any inconvenience these proceedings may have caused Ms***; however, a review of his account determined that Ms*** has been invoiced in accordance with the Terms of Service. The invoiced charges are valid and no adjustments are warranted at this time
On February 24, 2015, Mr*** was contacted and informed of the confirmed readings from ONC. As a one-time courtesy, the account was placed on the Get More, Save More plan at cents/kWh for kWh and backdated one billing cycle to have an updated invoice issued.
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
***
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see the attachment for a summary of our findings. Mr*** may contact his business account representative directly at
713-537-2696, Monday through Friday from a.mto p.mregarding the status of *** *** *** accounts
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant regrets any inconvenience these proceedings may have caused
A secondary review of ***’s account has determined that confirmation of enrollment for the average billing option was mailed out as of *** *** ***. The confirmation statement included the explanation of the deferred balance. With monthly invoices issued, the invoice also states “After payment of your monthly Total Due, your Deferred Balance will be…”.
We can understand ***’s concerns regarding how his Average Billing deferred balance accumulated; however, a review of his account determined that he was invoiced in accordance with the terms of the Average Billing program. A Statement of Account detailing the accumulation of the deferred balance was sent to the mailing address on file on *** *** ***
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
Mr*** called me today and basically blamed everything on *** *** *** delivery chargesHe said he contacted them and the readings were correctWhen I told him that my family and myself were gone for a week for Christmas and turned the thermostat way down while we were gone, he had nothing to sayEven after I offered to submit proof of airline tickets He was very curt and refused to admit that the readings could be wrongI believe an investigation needs to be performed regarding this matterMr*** spent all of two minutes with me on the phone and told me that he was going to respond to you immediatelyHis mind was already made upUnless he types one hundred words per minute, his rebuttal was already prepared before he reached out to meThis is our second winter in this apartment and our bill has never been this highI have previously owned a home and have never had a bill this highAgain, Revdex.com, I am asking for an investigation into this billAlso, for a company to care so much about it's reputation, Mr*** showed no empathy during our conversation todayHe offered no compromise and/or solutionsBasically, his hands are tied which I do not believe they are
Regards,
Ms***
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 invoiced
billing for electric service at *** *** *** ***
History
On October 28, 2014, Mr*** completed an enrollment by phone for electric service at *** *** *** #effective on the requested date of October 30, and his request was processedMr*** enrolled on Reliant’s Conservation Plan 3. The term of this plan is months. Mr*** 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 October 29,
On October 31, 2014, Mr*** contacted Reliant to advise that his enrollment for service at *** *** *** #would need to be updated to the new service address of *** *** *** ***
On November 3, 2014, Mr*** contacted Reliant to advise that his enrollment for service at *** *** *** *** would need to be updated to the new service address of *** *** *** ***. The agent completed the enrollment for the requested address of *** *** *** ***.
On January 10, 2014, an invoice for *** *** *** *** for $was sent for the billing period of November 4, through December 1, with a Balance Forward of $8.55, Current Charges of $41.44, and a Deposit Interest credit for $0.03.
On January 16, 2015, an invoice for *** *** *** *** for $was sent for the billing period of November 4, through December 1, with a Balance Forward of $and Current Charges of $82.08.
On January 16, 2015, an invoice for *** *** *** *** for $was sent for the billing period of December 1, through January 2, with a Balance Forward of $and Current Charges of $
On January 16, 2015, an invoice for *** *** *** *** for $was sent for the billing period of December 1, through January 2, with a Balance Forward of $and Current Charges of $
On February 5, 2015, an invoice for $was sent for the billing period of January 2, through February 2, with a Balance Forward of $263.19, an Other Charges credit of $and Current Charges of $204.96. Of the current charges, $was listed for *** *** *** *** and $was listed for *** *** *** ***
On February 18, 2015, Mr*** contacted Reliant to dispute the billing for the service address of *** *** *** ***. The agent reviewed the account and completed a move-out request for *** *** *** *** for the date of February 19, 2015. The agent entered a request to dispute the billing in Mr***'s name for the service address of *** *** *** ***.
On February 19, 2015, Mr*** was contacted and supplied an update advising that the issue is still under review
On February 23, 2015, a final invoice for *** *** *** *** for $was sent for the billing period of February 2, through February 19, with a Balance Forward of $468.14, Current Charges of $31.62, a Deposit Interest credit for $0.01, a Disconnect Notice Fee of $10.00, and a Late Payment Penalty of $
On March 2, 2015, Mr*** contacted Reliant to request a move-out request for *** *** *** ***. The agent processed the request for the same date
On March 5, 2015, a final invoice for *** *** *** *** for $was sent for the billing period of February 2, through March 3, with a Balance Forward of $522.91, Current Charges of $79.01, a Deposit Refund of $210.00, a Disconnect Recovery Charge of $25.00, and a Credit for Disconnect Recovery Charge of $
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr***. The issue regarding the incorrect billing for the service address of *** *** *** *** is currently under review. Mr*** will be provided an update once the issue has been completed and a corrected invoice would be issued to reflect any corrections
Payment arrangements are available upon request if needed
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
713-488-
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
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 *** 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
[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 is incomplete. I never received a notice.My name is incorrectly spelled in their correspondence (it is not Shrank...it is ***)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 ***
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 complaintAs Mr*** response indicates, my daughter and I each are to receive $gift card for the referral programMy daughter received her's in the way of (2) $gift cards, however I only received (1) $gift cardI have now called Mr*** times in the last days concerning this issue and I have yet to have a return call. I do not understand why I have had to work so hard to get what I was promised and as of today, still do not have it nearly months after signing up with ReliantI can only imagine how many others have the same problems I have had but do not follow through to get what is promised I would not treat customers in my business this way and I would think a large company like Reliant wouldot want to either.I want the other $gift card that was promised ASAP!
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before send*** it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***MsK*** is correct when she states that I freely chose my current rate planNobody forced me to do itHowever, it does not change the fact that the coupon I tried to use was a form of bait-and-switch advertis***I matched the coupon to the product named on the coupon, attempted to buy that product, then had the seller tell me they would only honor the coupon if I purchased a different, more expensive product that had the same nameI accepted the situation at the time because I was mov***, needed power at my new home, and had no more time to waste argu*** about itThat was my mistakeI will not make that mistake a second time.I believe Reliant's actions on May 11, 2014, were dishonest and I am very disappointedPlease post this complaint so that other consumers may be warned. Regards,Donald ***
Revdex.com:,, reliant never mentioned the pricing of my new bill at the end of the contracts, also,, they never inform me thought email nor phone.
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.]
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
inability to complete a payment for electric service at *** *** ***
History
On *** ** ***, *** *** contacted Reliant to advise that a payment attempt by phone using Reliant's Interactive Voice Response (IVR) system and online at *** were not processing. The agent submitted a payment over the phone the credit card information supplied by *** ***. The payment attempt was returned due to a security code error. *** *** stated that the card information was correct and a call back request was entered
Later that day, *** *** was contacted and was advised that the issue was being researched to determine the payment processing error using the *** ***
On *** ** ***, *** *** contacted Reliant to advise that he was having trouble processing the payment for the account. A Reliant agent attempted to process the payment and a system response was given stating that the security code was invalid. The Reliant agent placed the request to have the payment issue researched to correct the issue
On *** *** ***, *** *** was contacted and a payment attempt was initiated and declined. The issue was referred for research to resolve the payment processing issue
On *** ** ***, *** *** contacted Reliant via chat concerning the payment issue. The agent offered alternate payment options. *** *** declined and requested that the early cancellation fee not apply if he decides to switch away from Reliant
Resolution
Reliant regrets any inconvenience these proceedings may have caused *** ***. Reliant is currently working back with *** to resolve the card payment issue
However, Reliant accepts payments by alternative methods such as *** ***, checking account, money order, cashier’s check, or at payment location
Related late fees totaling $*** have been credited to the account
As a courtesy, Reliant will allow days for *** *** to switch to another provider without penalty
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*** states that her February
14, enrollment request at *** *** *** *** *** *** was not completed in errorAdditionally, Ms*** states that she did not authorize the electric service at *** *** *** *** *** *** be activated on March 10, in her name
History
On February 12, 2014, Ms*** requested electric service at *** *** *** *** *** *** effective February 14, Ms*** received a security notification hold which required that two forms of identification be provided to Reliant at [email protected] prior to her enrollment request being completed
On February 15, 2014, Ms*** contacted Reliant requesting the status of her enrollment request and was incorrectly advised that the electric service had begun as of February 14,
On March 1, 2014, an email was received from Ms*** requesting her account balanceA response was sent to Ms*** via email requesting account identifiers such as her Reliant account number to locate the account
On March 2, 2014, Ms*** contacted Reliant via email with the account identifiersA response was sent to Ms*** via email incorrectly advising that her electric service became active on February 2,
On March 17, 2014, due to the security notification hold not being satisfied, Ms***'s enrollment expired, causing the electric service to remain in the previous tenant’s name
On April 8, 2014, Ms*** contacted Reliant via email stating she had not received an invoiceA response was sent to Ms*** via email advising that her previous enrollment had expired due to not receiving two forms of identification to satisfy the Security Notification hold; therefore, service remained under the previous tenant’s name. Ms*** was advised that she would need to call Reliant and request a new enrollment
Later on April 8, 2014, Ms*** submitted an enrollment request online At that time, a security notification hold was received and Ms*** was advised that two forms of identification were required to process her enrollment and to send her documentation to [email protected] for review
On April 9, 2014, Ms*** contact Reliant to confirm that her documentation was received and was advised that it could take up to hours to received and be processed
On April 10, 2014, a copy of Ms***’s Driver’s License and passport was received
Later on April 10, 2014, Ms*** contacted Reliant requesting the status of her enrollment and was advised that the online enrollment request was incomplete and that a new enrollment request would be required At that time, Ms*** advised she wanted to cancel the enrollment request and requested a Confirmation of Service letter; however, because Ms*** did not start service with Reliant, a Confirmation of Service Letter could not be provided
Due to a system issue, an enrollment request was incorrectly processed on March 10, under Ms***’s name at *** *** *** *** *** ***, effective February 12, At that time, an email was sent to Ms*** confirming that the electric service would be initiated in her name shortly
Later on March 10, 2015, Ms*** contacted Reliant via web chat stating she did not request to initiate service with Reliant and requested to cancel the enrollment and her request was processed
From March 13, through March 16, 2015, Reliant received notification that the enrollment cancel requests were rejected
On March 23, 2015, Reliant received a switch request at *** *** *** *** *** ***, effective March 23, 2015, resulting in the closure of Ms***’s account
Resolution
Reliant deeply regrets any inconvenience these proceedings may have caused Ms***Several attempts to contact Ms*** were made however unsuccessfulA voicemail was left advising Ms*** that she will not be held responsible for any charges assessed for electric service at *** *** *** *** *** *** in addition, her credit will not be affected due to the system issue
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
Nancy S***
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
*** *** is disputing the
invoiced charges for the electric service account at *** *** ***
History
On *** *** ***, Reliant received notification that the electric service account at *** *** *** was being switched to another retail electric provider (REP) effective *** *** *** resulting in the closure of *** ***’ account
On *** *** ***, a final invoice for $was sent for the billing period of *** *** *** to *** *** *** 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 *** *** ***, *** *** was contacted by a Reliant agent to verify if the switch request was valid. *** *** stated that the switch was not requested. The Reliant agent entered a request to reinstate *** *** electric service back to Reliant. *** *** was advised to allow 7-days for the research to be completed
Resolution
Reliant regrets any inconvenience these proceedings may have caused *** ***. The customer’s account has been reinstated back to Reliant to the date of loss on *** *** ***. 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 *** *** ***, a Reliant agent contacted *** *** 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.
*** ***
Customer Support
***
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant regrets any inconvenience these proceed***s may have caused and we understand Mr***’s concerns regard*** the price plan
Reliant offers a variety of price plans through multiple channels which may reflect different pric*** points and or incentives, and are subject to change. Price fluctuations are dependent on the type of month-to-month or fixed rate price plan enrolled under; however, specific pric*** details for each price plan are available through their electricity facts label (EFL) and Terms of Service provided at the time of enrollment
On May 11, 2014, Mr*** contacted Reliant’s web chat and was provided an explanation of the representation of the price plan associated with the coupon he received from the USPS and another price plan that he was view*** onlineAt no time did the Reliant representative force Mr*** to enroll in any price plan, as Mr*** ended the chat, enrolled his electric service and agreed to the price plan of his choos***
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 # ***
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
disconnect recovery charges for electric service at *** *** ***
History
Reliant’s records indicate that a terms of service document was issued for *** ***’ account for the dates of August 4, 2011, July 3, 2013, and February 3, 2015.
On April 2, 2015, a disconnection notice was issued advising that the amount of $would need to be satisfied by April 13, 2015. If the payment was not satisfied by that date, a disconnect recovery charge of $would be assessed to the account
On April 14, 2015, a $disconnect notice fee was placed to the account
Later that day, a payment of $was posted to the account
On May 14, 2015, *** *** contacted Reliant to inquire on the disconnect recovery charges for the account. The agent reviewed the account and advised of the terms of the disconnect recovery charge being assessed to the account. The agent reversed one amount of $disconnect recovery charges for the account
Resolution
Reliant regrets any inconvenience these proceedings may have caused *** ***; however, a review of *** ***’ account determined that the account has been invoiced in accordance with the Terms of Service. If a disconnection notice is issued, Reliant will also charge a Disconnect Recovery Charge if payment is not received before the date the service is subject to disconnection. This charge will apply regardless of whether the electric service is actually disconnected
As a one-time courtesy to the account, the fees totaling $from the related charges of the disconnect recovery charges and a late fee would be credited to the account. On May 15, 2015, a Reliant agent contacted *** *** 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 ***
*** ***
***
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
notification process for a final invoice for electric service at *** *** ***
History
On November 28, 2014, notification was received that the electric service account at *** *** *** 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 *** to inform *** 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, 2015.
Later that day, an outbound automated courtesy call was made by Credit to *** 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 *** 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.
*** ***
Customer Support
***
*** *** ** *** *** * ***
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
timeframe to complete a reconnection of service for electric service at *** *** ***
History
On *** *, 2014, a ***, on behalf of *** ***, contacted Reliant to request a temporary disconnection of service for work to be completed for the service address of *** *** ***. The Reliant representative submitted the request to *** *** *** for the temporary disconnection to complete the same date
On *** **, 2014, *** *** contacted Reliant to have the service reconnected for the service address. The Reliant representative entered the reconnection request to ***. The Reliant representative advised that due to the time the reconnection order was received, the order could complete the same date or by the next business day
On *** **, 2014, *** *** contacted Reliant for a status of the reconnection request. The Reliant representative contacted *** and verified that *** had not received a permit to complete the reconnection of service
On *** **, 2014, *** *** contacted Reliant to advise that a permit had been issued to complete the reconnection of service. The Reliant representative contacted *** to verify that a reconnection request was submitted and verified there was none listed. The representative submitted another reconnection request to ***
On *** **, 2014, *** *** contacted Reliant for a status of the reconnection requestThe Reliant representative reviewed the account and advised that the reconnection request was rejected by ***. The Reliant representative contacted *** which advised that there a ground rod was not present in order to complete the reconnection. *** *** was advised of the work needed at the service address to complete the reconnection of service
On *** **, 2014, *** *** contacted Reliant to advise that the correction had been completed and to request the reconnection request. The Reliant representative entered the request to complete the reconnection of service
Later that day, *** *** contacted Reliant for a status of the reconnection request. The Reliant representative contacted *** which verified that a reconnection request had not been received. The Reliant representative issued the reconnection request
Resolution
Reliant regrets any inconvenience these proceedings may have caused *** ***. In reviewing the request, *** makes the determination to complete the reconnection based on the work completed and the verification of the permit from the city which *** *** resides in. Based on notifications received from ***, Reliant made the attempts to resubmit the reconnection request to complete *** ***'s initial request. In confirming with ***, the reconnection request completed as 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.
*** ***
*** ***
***
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 *** *** *** *** ***
History
On December 18, 2014, Mr*** contacted Reliant and submitted a disconnection request for electric service at *** *** *** *** *** for the requested date of January 2,
On January 6, 2015, a final invoice for $was sent for the billing period of December 9, to January 2, 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 $
On January 6, 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 mount 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
Payment arrangements can be requested for the final invoice
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
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
Ms*** is disputing the
disconnection of service for electric service at *** *** *** ***
History
On October 30, 2014, a disconnection notice for $was sent to Ms*** due by November 10,
On November 10, 2014, Ms*** contacted Reliant via web chat requesting an extension for the account. The Reliant agent advised that the account was not eligible for an extension due to the payment history for the account, but if a payment of $could be processed to the account, a payment arrangement could be discussed for the account
Later that day, Ms*** contacted Reliant via web chat concerning difficulty with the processing of a payment. The Reliant agent advised to call in to process the payment in order to address Ms***'s extension request
Later that day, a payment of $was processed through the online account management (OAM) tool
On November 12, 2014, a disconnection request was issued due to the remaining amount of the disconnection notice not being satisfied
On November 13, 2014, Ms*** contacted Reliant by phone and processed payment for $with a Reliant agent. At that time, a reconnection request was sent to CenterPoint Energy (CNP)
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***A review of the chat from November 10, determined that the Reliant agent was not clear on how to proceed with Ms***'s extension request which lead to the disconnection of service. The service is currently active at this time
As a one-time courtesy to the account, two listings of a disconnect recovery charge for $each will be credited to the account.
On November 25, 2014, a Reliant agent attempted to contact Ms*** to advise of the research results. 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 hear*** from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find***s:
Issue
Mr*** disputes the invoiced charges at Esters Road #
History
On December 28, 2014, Mr*** contacted Reliant and agreed to enroll the electric service at Esters Road #effective January 2, 2015. To satisfy a security deposit requirement, Mr*** elected to purchase a Third Party Surety Bond for $An email confirmation was sent to Mr*** at ERIC***[email protected] confirm*** his electric service requestThe confirmation email included a link to the Your Rights as a Customer, Terms of Service and EFL documents.
On December 29, 2014, a fraud alert security notification associated with Mr***’s identification was received from the credit bureauAt that time, a Reliant representative attempted to contact Mr*** to advise him of the notification received from the credit bureau and to request two forms of identification; however, the attempt was unsuccessful and a voice mail message was left
On December 30, 2014, a Reliant representative attempted to contact Mr*** to advise him of the notification received from the credit bureau and to request two forms of identification; however, the attempt were unsuccessful and a voice mail message was left
On January 1, 2015, Mr*** contacted Reliant request*** to cancel the enrollment requestA Reliant representative improperly advised Mr*** that a request was submitted to cancel the enrollment
On January 2, 2015, Reliant received notification that the electric service at Esters Road #was be*** closed out of Mr***’s name effective January 3,
On January 15, 2015, a final invoice for $was sent for the final bill*** period of January 2, through January 3, with a credit balance forward of $and current charges of $
Account records reflect that a refund check for $was sent to Mr*** on February 6,
On March 24, 2015, Mr*** contacted Reliant to dispute the final invoice; he stated that the electric service was cancelled before January 2, The Reliant representative advised Mr*** that Reliant must have business days’ notice to change or cancel enrollment requests and no adjustments or credits are warrantedAt that time, Mr*** requested to speak with a supervisor and a supervisor callback request was processed
Resolution
Reliant regrets any inconvenience these proceed***s may have caused Mr***. A review of Mr***’s account determined that the Reliant representative did not advise Mr*** that he must contact Reliant at least two business days before the original start date to change or cancel the enrollment request
On March 31, 2015, $was credited to the accountAdditionally, a request was submitted to refund the credit balance
Multiple attempts to contact Mr*** have been unsuccessful; however, voice mail messages have been left provid*** my contact number.
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-