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
invoiced charges for electric service at *** * *** *** *** ***
History
On January 19, 2015, an invoice for $was sent for the billing period of December 16, to January 5, (2,kWh) with a balance forward of $0.00, current charges of $474.96, and late payment penalty of $
Later that day, Ms*** contacted Reliant concerning a 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. Ms*** disagreed, however at time, the call ended
Resolution
The usage reflected on the monthly bill provides the official usage determined by the local electric utility company
On January 26, 2015, a request was sent to *** *** *** to confirm the reported usage for Ms*** premise
On January 26, 2015, a response was received from *** *** *** 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
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.
*** ***
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
Regards, Iam not agree with ***I don't want ti know I yesd this many kW or that what I want is to get to the main point, for reliant to get the record where they indicated that I will be paying $per month for one year contract and not matter how much electricity I used I that will be the amount on my bill$plus taxI really dont get any specific answer from ** *** I will prefere him not to tell me how much I used or this or that.I don't need that kind if explanation get the record conversation nlike I mentioned beforeThat will be fairThat last bill is ridiculous.how can I pay for a lieThank you
Reliant’s Response to Revdex.com Case # ***
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
Reliant’s records reflect that Mr***’s account became active on Reliant’s Average Billing Program effective August 27, 2013.
On September 25, 2013, an invoice for $was sent for the billing period of August 21, through September 20, with a Balance Forward of $101.10, an Average Billing Deferred Balance Adjustment credit of $and a Current Average Billing Amount of $131.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be a credit balance of $
On September 25, 2013, 2015, a payment for $was posted to the account
Subsequent invoices sent from October 30, through November 21, provided Mr*** with his actual electricity charges, Average Billing amount and deferred balance
On December 23, 2014, an invoice for $was sent for the billing period of November 19, through December 19, with a Current Average Billing Amount of $242.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be a credit balance of $
On January 10, 2015, Reliant received notification that the electric service at *** * *** *** was switching to another retail electric provider effective for the same date
On January 14, 2015, a final invoice for $was sent for the billing period of December 19, through January 10, with Current Charges of $and Balance Due from Billing Plan for $426.00.
On February 3, 2015, a payment of $was posted to the account
On February 18, 2015, a corrected final invoice for $was sent for the billing period of December 19, through January 10, with a Balance Forward credit amount of $249.04, Current Charges of $and Balance Due from Billing Plan for $426.00.
On March 22, 2015, a payment of $was posted to the account
On March 25, 2015, a final notice for $was sent to Mr*** 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 31, 2015, a payment of $was posted to the account
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. The account is currently reflecting a $balance
Closed accounts are not eligible for payment arrangements. Mr*** would have to contact the collection agency if the balance would have been referred to discuss payment arrangements
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 #
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
Ms*** disputes
invoiced charges for the electric service account at *** *** *** ***
History
On December 4, 2014, an invoice for was sent for the bill*** period of October 29, through December 1, with a Balance Forward of $and Current Charges of $
On December 23, 2014, a one-time bank draft payment for $was processed via Ms***’ Online Account Management (OAM)
On December 29, 2014, Reliant received notification that the payment of $was returned by Ms***’ financial institution and a $returned payment charge was applied to her account
On January 5, 2015, a disconnection notice was sent for $due by January 15,
On January 7, 2015, an invoice for $was sent for the bill*** period of December 1, through January 2, with a Returned Payment of $130.64, Returned Payment Charge of $25.00, Disconnect Notice Fee of $10.00, Late Payment Penalties total*** $and Current Charges of $
On January 13, 2015, Ms*** contacted a Reliant representative and processed a card payment of $
On January 29, 2015, a disconnection notice was sent for $due by February 9,
On February 5, 2015, an invoice for was sent for the bill*** period of January 2, through February 2, with a Balance Forward of $158.79, Disconnect Notice Fee of $10.00, Late Payment Penalty of $and Current Charges of $
Later on February 5, 2015, a card payment of $was processed via Reliant’s Interactive Voice System (IVR)
On February 23, 2015, a one-time bank draft payment for $was processed via Ms***’ Online Account Management (OAM)
On February 26, 2015, Reliant received notification that the payment of $was returned by Ms***’ financial institution and a $returned payment charge was applied to her account
From March 29, through April 2, 2015, Reliant received multiple calls from Ms*** request*** an explanation of her invoiced charges and disput*** the returned payment chargesThe Reliant representatives provided an explanation of the invoiced charges and submitted an investigation to review the account
On April 9, 2015, it was determined that the February 23, payment of $was returned from her financial institution due to an incorrect bank account number entered online. As a courtesy, the Returned Payment Charge of $was credited to the account
Resolution
Reliant regrets any inconvenience these proceed***s may have causedA review of Ms***’ account determined that the payments posted on December 23, and February 5, 2015were returned from her financial institution due to an incorrect bank account number entered online
As a courtesy, a Returned Payment Charge of $25.00, Disconnection Notice Fees total*** $20.00, a Disconnection Recovery Fee of $and Late Payment Penalties total*** $were credited to the account
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
Crystal K***
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 requesting to
receive a $Reliant gift card offered as an incentive for a Reliant referral program for her electric service account at *** *** ***
History
On March 30, 2015, Ms*** contacted Reliant regarding the Reliant referral program. The Reliant agent reviewed the account and advised the promotion was not showing for the account. The agent sent a request to research the issue concerning the missing gift cards to Ms*** and advised to allow 4-weeks for delivery.
On May 6, 2015, Ms*** contacted Reliant for the status of the referral promotion gift cards. The Reliant agent reviewed the account and advised the promotion was not showing for the account. The agent sent a request to research the issue concerning the missing gift cards to Ms*** and advised to allow 1-business days for a resolution.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***. Ms***’s account is eligible for the two $Reliant gift cards referral promotion for her and the customer that referred Ms***’s account. The gift card will be mailed to Ms***’s mailing address on account the week of May 18, 2015.
Multiple attempts to contact Ms*** to address and advise of the issue with no response
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
*** *** is disputing
the deposit request for her electric service account at *** *** ***
History
On November 7, 2014, a correspondence was sent in error to *** *** requesting a security deposit of $200.00, due to the guarantor discontinuing service with Reliant
On November 15, 2014, *** *** contacted Reliant disputing the security deposit request. The Reliant representative advised *** *** that the letter was issued in error and to disregard the deposit request
On December 20, 2014, *** *** contacted Reliant disputing the security deposit requestShe requested to speak with a supervisor and her call was transferredThe Reliant supervisor reviewed the account, and removed the security deposit from the account
Resolution
*** ***’ account with Reliant is closed and has a zero balance
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
Crystal ***
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 requesting
to receive two $Reliant gift card offered as an incentive for a Reliant referral program for his electric service account at *** *** ***
History
On July 21, 2014, Mr*** contacted Reliant via web chat regarding an update to the Reliant referral program. The Reliant agent reviewed the account and advised the promotion was not showing for the account. The agent sent a request to have a referral form mailed to Mr*** and advised to allow 4-weeks for delivery of the gift cards.
On September 8, 2014, Mr*** contacted Reliant for the status of the referral promotion gift cards. Mr*** stated that the cards were to be received by himself and for his daughter's account. The Reliant agent advised to allow 4-weeks for delivery of the cards
On October 13, 2014, Mr*** contacted Reliant for the status of the referral promotion gift cards. The agent reviewed the account and advised that the issue had been previously escalated and to allow the time needed to complete the request
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr*** Mr*** account is eligible for the two $Reliant gift cards referral promotion for he and his daughter's account. The gift card will be mailed to Mr*** mailing address on account the week of October 20, 2014. Confirmation was received stating that the gift card for Mr*** daughter's account was mailed as of October 10,
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
***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I wanted to make sure that I'm understanding the response correctly, It reads "The pie chart is an estimation of the breakdown based on studies" So on my bill and every other Reliant customers bill this chart has no facts to support it and it has nothing to do with the charges we see reflected on the monthly statements? So why wasn't I informed of this on any of my calls to Reliant not even the supervisor whom I spoke to on my last call had the information I was given in your response. Their is also the issue of the discrepancy in the why the statements read showing months of billing, I listed this in my original complaint, On my bills for Aug and Septit shows my usage for July days @1,kWh and for Aug days @1,BUT when they sent out my Octbill on the month average those months now show something completely differentOct bill reads July days @ 1,kWh and Aug at days @1,kWhI done quite understand this is this another billing issue.I can not compare my usage on SmartMeterTexas.com .between Reliant and my new provider, because it seems that since I no longer use Reliant I can not access to any past account; But when I compare last years Reliant bill with my current provider I used LESS with reliant but my bill was almost $more, Reliant shows no additional fees so was I charged for using so little electricity? Why is there such a big difference when I used less?RELIANT CHARGES FOR Day Billing Period From 10/08/To 11/06/2013 Energy Charge kWh 93.64Transmission Distribution Surcharges $3.42Gross Receipts Tax Reimbursement $1.04Sales Tax 2% $1.96Current Charges $100.06NEW PROVIDER Oct 8, 2014-Nov 6, 2014Current Charges kWh $59.50Sales Tax $1.19Gross Receipts Reimb $0.63PUC Assessment $0.10Total Current Charges $61.42Regards, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I spoke today with *** *** *** that admitted the delay in the Reliant response to my service requestHe asked me to solve it with *** who is their supplier for these requestsMy relationship is with Reliant as a customer so they shall solve it with ***He agreed and he said he would file another claim.I'm still expecting a positive answer from Reliant which they didn't give although they admitted several problems in this interaction with me as a customer, their problem solving and their system communication with ***
Regards,
Reliant’s Response to Revdex.com Case #*** Rebuttal Reliant regrets any inconvenience these proceedings may have caused. Reliant sympathizes with Mr*** on behalf of *** *** *** concerning the disputed billing. A review of the accounts determined that corrections have been completed for the service addresses of *** *** *** *** *** *** *** *** and *** *** *** *** *** *** and corrected invoices will be issued. Additionally, supporting documentation for the remaining service addresses of *** *** *** *** *** *** *** *** and *** *** *** *** *** *** *** has been received and is currently under review. Mr*** may contact his business account representative directly at 713-537-2696, Monday through Friday from a.mto p.mregarding the status of *** *** *** accounts 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
Mr*** is disputing the
invoiced charges for electric service at *** * *** ***
History
On February 6, 2015, an invoice for $was sent for the billing period of January 5, to February 4, (3,kWh) with a balance forward of $0.00, total current electricity charges of $465.32, and total current non-electricity charges of $
On February 22, 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 have a meter test placed to verify the accuracy of the meter. A move-out request was also completed for the requested date of February 23,
On February 25, 2015, a final invoice for $was sent for the billing period of February 4, to February 23, (kWh) with a balance forward: electricity of $463.32, a balance forward: non-electricity of $2.00, and current charges of $
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 Terms of Service
On March 3, 2015, a request was sent to *** *** Power (***) to confirm the reported usage for Mr***’s premise for the disputed billing period of January 5, through February 4,
Later that day, a response was received from *** advising that the readings submitted for billing were accurate
The invoiced charges are valid and no adjustments are warranted at this time
On March 5, 2015, Mr*** was contacted and advised of the results.
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 H***
Customer Support
***
Reliant’s Response to Revdex.com Case * *** ***
Reliant regrets any inconvenience these proceedings may have caused, and we understand *** *** concerns regarding his reconnection dispute.
*** *** issue has been referred to Claims to resolve *** *** request for reimbursement of related fees due to the reconnection of service request. The Claims area has up to days to resolve *** *** request
*** *** has been advised that Claims is currently reviewing the 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.
*** ***
*** ***
***
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
payment for collections for electric service at *** * *** ***
History
On January 8, 2014, a final invoice for $was sent for the billing period of December 16, to January 6, with a balance forward of $and Total Current Electricity Charges of $158.43, a transfer amount credit of $and a disconnect recovery charge of $
On February 3, 2014, a payment of $was posted to the account
On February 14, 2014, a final notice for $was sent to Ms*** 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 3, 2014, a payment of $was posted to the account
On April 3, 2014, a payment of $was posted to the account
Full payment for the past due balance did not post to Ms***’s account; therefore, the account balance was referred to a collection agency on October 12,
On October 24, 2014, a payment for $was posted to the account
Later that day, the payment of $was returned.
On October 29, 2014, correspondence advising Mr*** of the returned payment and a returned check fee of $was added to the account
On November 24, 2014, a payment for $was posted to the account
Later that day, the payment of $was returned.
On December 2, 2014, correspondence advising Mr*** of the returned payment and a returned check fee of $was added to the account
On December 9, 2014, Ms*** contacted Reliant and processed a payment for $to the account
Resolution
Ms***’s account has been invoiced in accordance with her Terms of Service
On December 16, 2014, a Reliant representative contacted Ms*** and she confirmed that the payment arrangements made were through the collections agency. The collection agency was contacted to verify the payments processed and verified that a payment from Ms*** for $was posted to the Reliant account. The collection agency was notified that the account would reflect as paid in full. A confirmation statement with a $balance was then emailed to Ms*** for verification.
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
disconnection of his electric service account at *** *** Drive
History
On January 13, 2014, an invoice for $was sent for the billing period of December 5, through January 8, with a Balance Forward of $70.18, Current Charges of $111.01, and a Late Payment Penalty of $3.30.
On February 6, 2014, a disconnection notice for $was sent to Mr*** due by February 17,
Payment was not received by the February 17, disconnection notice due date; therefore, on February 19, 2014, a disconnect request was sent to CenterPoint Energy (CNP)
On February 19, 2014, a payment of $was posted to the account At that time, a reconnection request was sent to CNP
On February 20, 2014, Reliant received confirmation from CNP that the reconnection completed for the service address
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr***. The customer has been billed according to the Monthly Flex Plan agreement terms. A review of his account determined that MrShrank requested a disconnection for the date of April 11, and a final bill for the amount of $
On April 25, 2014, Mr*** contacted Reliant requesting a reversal of all late fees to the account. The Reliant agent reviewed the account and credited the account one late of $as a one-time courtesy to the account.
As of January 11, 2015, the remaining amount of $has been referred to collection at MAB-Mercantile Adjustment Bureau at 1-877-254-0957.
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-
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 Ms
*** is disputing a delay in processing a request to initiate electric service at *** *** *** ***
History
On March 27, 2015, Ms*** contacted a Reliant representative and agreed to enroll the electric service at *** *** *** *** effective March 27,
On April 2, 2015, Ms*** contacted Reliant for a status of the electric serviceA Reliant representative reviewed the account and advised that there is not an active request to enroll the electric service at *** *** *** ***Ms*** requested to speak with a supervisor and her call was connectedThe Reliant supervisor reviewed the account and confirmed that the enrollment request was not transmitted to Centerpoint EnergyAt that time, the Reliant supervisor submitted a request for hotel accommodations and advised Ms*** that Reliant would contact her back with information regarding hotel arrangements
Later on April 2, 2015, a Reliant representative contacted Ms*** to provide information regarding hotel arrangements
Later On April 2, 2015, Mr*** on behalf of Ms*** contacted Reliant for a status of the electric service and agreed to enroll the electric service at *** *** *** *** effective April 6,
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr*** and Ms***It was determined that due to a system issue; Ms***’s enrollment request was not transmitted to Centerpoint Energy
As a courtesy, $has been credited to the account for their customer experience.
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
*** ***
*** ***
***
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
invoiced charges for electric service at *** * *** *** *** ***
History
On January 19, 2015, an invoice for $was sent for the billing period of December 16, to January 5, (2,kWh) with a balance forward of $0.00, current charges of $474.96, and late payment penalty of $
Later that day, Ms*** contacted Reliant concerning a 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. Ms*** disagreed, however at time, the call ended
Resolution
The usage reflected on the monthly bill provides the official usage determined by the local electric utility company
On January 26, 2015, a request was sent to *** *** *** to confirm the reported usage for Ms*** premise
On January 26, 2015, a response was received from *** *** *** 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
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.
*** ***
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
Regards, Iam not agree with ***I don't want ti know I yesd this many kW or that what I want is to get to the main point, for reliant to get the record where they indicated that I will be paying $per month for one year contract and not matter how much electricity I used I that will be the amount on my bill$plus taxI really dont get any specific answer from ** *** I will prefere him not to tell me how much I used or this or that.I don't need that kind if explanation get the record conversation nlike I mentioned beforeThat will be fairThat last bill is ridiculous.how can I pay for a lieThank you
Reliant’s Response to Revdex.com Case # ***
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
Reliant’s records reflect that Mr***’s account became active on Reliant’s Average Billing Program effective August 27, 2013.
On September 25, 2013, an invoice for $was sent for the billing period of August 21, through September 20, with a Balance Forward of $101.10, an Average Billing Deferred Balance Adjustment credit of $and a Current Average Billing Amount of $131.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be a credit balance of $
On September 25, 2013, 2015, a payment for $was posted to the account
Subsequent invoices sent from October 30, through November 21, provided Mr*** with his actual electricity charges, Average Billing amount and deferred balance
On December 23, 2014, an invoice for $was sent for the billing period of November 19, through December 19, with a Current Average Billing Amount of $242.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be a credit balance of $
On January 10, 2015, Reliant received notification that the electric service at *** * *** *** was switching to another retail electric provider effective for the same date
On January 14, 2015, a final invoice for $was sent for the billing period of December 19, through January 10, with Current Charges of $and Balance Due from Billing Plan for $426.00.
On February 3, 2015, a payment of $was posted to the account
On February 18, 2015, a corrected final invoice for $was sent for the billing period of December 19, through January 10, with a Balance Forward credit amount of $249.04, Current Charges of $and Balance Due from Billing Plan for $426.00.
On March 22, 2015, a payment of $was posted to the account
On March 25, 2015, a final notice for $was sent to Mr*** 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 31, 2015, a payment of $was posted to the account
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. The account is currently reflecting a $balance
Closed accounts are not eligible for payment arrangements. Mr*** would have to contact the collection agency if the balance would have been referred to discuss payment arrangements
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 #
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
Ms*** disputes
invoiced charges for the electric service account at *** *** *** ***
History
On December 4, 2014, an invoice for was sent for the bill*** period of October 29, through December 1, with a Balance Forward of $and Current Charges of $
On December 23, 2014, a one-time bank draft payment for $was processed via Ms***’ Online Account Management (OAM)
On December 29, 2014, Reliant received notification that the payment of $was returned by Ms***’ financial institution and a $returned payment charge was applied to her account
On January 5, 2015, a disconnection notice was sent for $due by January 15,
On January 7, 2015, an invoice for $was sent for the bill*** period of December 1, through January 2, with a Returned Payment of $130.64, Returned Payment Charge of $25.00, Disconnect Notice Fee of $10.00, Late Payment Penalties total*** $and Current Charges of $
On January 13, 2015, Ms*** contacted a Reliant representative and processed a card payment of $
On January 29, 2015, a disconnection notice was sent for $due by February 9,
On February 5, 2015, an invoice for was sent for the bill*** period of January 2, through February 2, with a Balance Forward of $158.79, Disconnect Notice Fee of $10.00, Late Payment Penalty of $and Current Charges of $
Later on February 5, 2015, a card payment of $was processed via Reliant’s Interactive Voice System (IVR)
On February 23, 2015, a one-time bank draft payment for $was processed via Ms***’ Online Account Management (OAM)
On February 26, 2015, Reliant received notification that the payment of $was returned by Ms***’ financial institution and a $returned payment charge was applied to her account
From March 29, through April 2, 2015, Reliant received multiple calls from Ms*** request*** an explanation of her invoiced charges and disput*** the returned payment chargesThe Reliant representatives provided an explanation of the invoiced charges and submitted an investigation to review the account
On April 9, 2015, it was determined that the February 23, payment of $was returned from her financial institution due to an incorrect bank account number entered online. As a courtesy, the Returned Payment Charge of $was credited to the account
Resolution
Reliant regrets any inconvenience these proceed***s may have causedA review of Ms***’ account determined that the payments posted on December 23, and February 5, 2015were returned from her financial institution due to an incorrect bank account number entered online
As a courtesy, a Returned Payment Charge of $25.00, Disconnection Notice Fees total*** $20.00, a Disconnection Recovery Fee of $and Late Payment Penalties total*** $were credited to the account
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
Crystal K***
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 requesting to
receive a $Reliant gift card offered as an incentive for a Reliant referral program for her electric service account at *** *** ***
History
On March 30, 2015, Ms*** contacted Reliant regarding the Reliant referral program. The Reliant agent reviewed the account and advised the promotion was not showing for the account. The agent sent a request to research the issue concerning the missing gift cards to Ms*** and advised to allow 4-weeks for delivery.
On May 6, 2015, Ms*** contacted Reliant for the status of the referral promotion gift cards. The Reliant agent reviewed the account and advised the promotion was not showing for the account. The agent sent a request to research the issue concerning the missing gift cards to Ms*** and advised to allow 1-business days for a resolution.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***. Ms***’s account is eligible for the two $Reliant gift cards referral promotion for her and the customer that referred Ms***’s account. The gift card will be mailed to Ms***’s mailing address on account the week of May 18, 2015.
Multiple attempts to contact Ms*** to address and advise of the issue with no response
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
*** *** is disputing
the deposit request for her electric service account at *** *** ***
History
On November 7, 2014, a correspondence was sent in error to *** *** requesting a security deposit of $200.00, due to the guarantor discontinuing service with Reliant
On November 15, 2014, *** *** contacted Reliant disputing the security deposit request. The Reliant representative advised *** *** that the letter was issued in error and to disregard the deposit request
On December 20, 2014, *** *** contacted Reliant disputing the security deposit requestShe requested to speak with a supervisor and her call was transferredThe Reliant supervisor reviewed the account, and removed the security deposit from the account
Resolution
*** ***’ account with Reliant is closed and has a zero balance
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
Crystal ***
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 requesting
to receive two $Reliant gift card offered as an incentive for a Reliant referral program for his electric service account at *** *** ***
History
On July 21, 2014, Mr*** contacted Reliant via web chat regarding an update to the Reliant referral program. The Reliant agent reviewed the account and advised the promotion was not showing for the account. The agent sent a request to have a referral form mailed to Mr*** and advised to allow 4-weeks for delivery of the gift cards.
On September 8, 2014, Mr*** contacted Reliant for the status of the referral promotion gift cards. Mr*** stated that the cards were to be received by himself and for his daughter's account. The Reliant agent advised to allow 4-weeks for delivery of the cards
On October 13, 2014, Mr*** contacted Reliant for the status of the referral promotion gift cards. The agent reviewed the account and advised that the issue had been previously escalated and to allow the time needed to complete the request
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr*** Mr*** account is eligible for the two $Reliant gift cards referral promotion for he and his daughter's account. The gift card will be mailed to Mr*** mailing address on account the week of October 20, 2014. Confirmation was received stating that the gift card for Mr*** daughter's account was mailed as of October 10,
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
***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I wanted to make sure that I'm understanding the response correctly, It reads "The pie chart is an estimation of the breakdown based on studies" So on my bill and every other Reliant customers bill this chart has no facts to support it and it has nothing to do with the charges we see reflected on the monthly statements? So why wasn't I informed of this on any of my calls to Reliant not even the supervisor whom I spoke to on my last call had the information I was given in your response. Their is also the issue of the discrepancy in the why the statements read showing months of billing, I listed this in my original complaint, On my bills for Aug and Septit shows my usage for July days @1,kWh and for Aug days @1,BUT when they sent out my Octbill on the month average those months now show something completely differentOct bill reads July days @ 1,kWh and Aug at days @1,kWhI done quite understand this is this another billing issue.I can not compare my usage on SmartMeterTexas.com .between Reliant and my new provider, because it seems that since I no longer use Reliant I can not access to any past account; But when I compare last years Reliant bill with my current provider I used LESS with reliant but my bill was almost $more, Reliant shows no additional fees so was I charged for using so little electricity? Why is there such a big difference when I used less?RELIANT CHARGES FOR Day Billing Period From 10/08/To 11/06/2013 Energy Charge kWh 93.64Transmission Distribution Surcharges $3.42Gross Receipts Tax Reimbursement $1.04Sales Tax 2% $1.96Current Charges $100.06NEW PROVIDER Oct 8, 2014-Nov 6, 2014Current Charges kWh $59.50Sales Tax $1.19Gross Receipts Reimb $0.63PUC Assessment $0.10Total Current Charges $61.42Regards, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I spoke today with *** *** *** that admitted the delay in the Reliant response to my service requestHe asked me to solve it with *** who is their supplier for these requestsMy relationship is with Reliant as a customer so they shall solve it with ***He agreed and he said he would file another claim.I'm still expecting a positive answer from Reliant which they didn't give although they admitted several problems in this interaction with me as a customer, their problem solving and their system communication with ***
Regards,
Reliant’s Response to Revdex.com Case #*** Rebuttal Reliant regrets any inconvenience these proceedings may have caused. Reliant sympathizes with Mr*** on behalf of *** *** *** concerning the disputed billing. A review of the accounts determined that corrections have been completed for the service addresses of *** *** *** *** *** *** *** *** and *** *** *** *** *** *** and corrected invoices will be issued. Additionally, supporting documentation for the remaining service addresses of *** *** *** *** *** *** *** *** and *** *** *** *** *** *** *** has been received and is currently under review. Mr*** may contact his business account representative directly at 713-537-2696, Monday through Friday from a.mto p.mregarding the status of *** *** *** accounts 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
Mr*** is disputing the
invoiced charges for electric service at *** * *** ***
History
On February 6, 2015, an invoice for $was sent for the billing period of January 5, to February 4, (3,kWh) with a balance forward of $0.00, total current electricity charges of $465.32, and total current non-electricity charges of $
On February 22, 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 have a meter test placed to verify the accuracy of the meter. A move-out request was also completed for the requested date of February 23,
On February 25, 2015, a final invoice for $was sent for the billing period of February 4, to February 23, (kWh) with a balance forward: electricity of $463.32, a balance forward: non-electricity of $2.00, and current charges of $
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 Terms of Service
On March 3, 2015, a request was sent to *** *** Power (***) to confirm the reported usage for Mr***’s premise for the disputed billing period of January 5, through February 4,
Later that day, a response was received from *** advising that the readings submitted for billing were accurate
The invoiced charges are valid and no adjustments are warranted at this time
On March 5, 2015, Mr*** was contacted and advised of the results.
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 H***
Customer Support
***
Reliant’s Response to Revdex.com Case * *** ***
Reliant regrets any inconvenience these proceedings may have caused, and we understand *** *** concerns regarding his reconnection dispute.
*** *** issue has been referred to Claims to resolve *** *** request for reimbursement of related fees due to the reconnection of service request. The Claims area has up to days to resolve *** *** request
*** *** has been advised that Claims is currently reviewing the 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.
*** ***
*** ***
***
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
payment for collections for electric service at *** * *** ***
History
On January 8, 2014, a final invoice for $was sent for the billing period of December 16, to January 6, with a balance forward of $and Total Current Electricity Charges of $158.43, a transfer amount credit of $and a disconnect recovery charge of $
On February 3, 2014, a payment of $was posted to the account
On February 14, 2014, a final notice for $was sent to Ms*** 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 3, 2014, a payment of $was posted to the account
On April 3, 2014, a payment of $was posted to the account
Full payment for the past due balance did not post to Ms***’s account; therefore, the account balance was referred to a collection agency on October 12,
On October 24, 2014, a payment for $was posted to the account
Later that day, the payment of $was returned.
On October 29, 2014, correspondence advising Mr*** of the returned payment and a returned check fee of $was added to the account
On November 24, 2014, a payment for $was posted to the account
Later that day, the payment of $was returned.
On December 2, 2014, correspondence advising Mr*** of the returned payment and a returned check fee of $was added to the account
On December 9, 2014, Ms*** contacted Reliant and processed a payment for $to the account
Resolution
Ms***’s account has been invoiced in accordance with her Terms of Service
On December 16, 2014, a Reliant representative contacted Ms*** and she confirmed that the payment arrangements made were through the collections agency. The collection agency was contacted to verify the payments processed and verified that a payment from Ms*** for $was posted to the Reliant account. The collection agency was notified that the account would reflect as paid in full. A confirmation statement with a $balance was then emailed to Ms*** for verification.
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
disconnection of his electric service account at *** *** Drive
History
On January 13, 2014, an invoice for $was sent for the billing period of December 5, through January 8, with a Balance Forward of $70.18, Current Charges of $111.01, and a Late Payment Penalty of $3.30.
On February 6, 2014, a disconnection notice for $was sent to Mr*** due by February 17,
Payment was not received by the February 17, disconnection notice due date; therefore, on February 19, 2014, a disconnect request was sent to CenterPoint Energy (CNP)
On February 19, 2014, a payment of $was posted to the account At that time, a reconnection request was sent to CNP
On February 20, 2014, Reliant received confirmation from CNP that the reconnection completed for the service address
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr***. The customer has been billed according to the Monthly Flex Plan agreement terms. A review of his account determined that MrShrank requested a disconnection for the date of April 11, and a final bill for the amount of $
On April 25, 2014, Mr*** contacted Reliant requesting a reversal of all late fees to the account. The Reliant agent reviewed the account and credited the account one late of $as a one-time courtesy to the account.
As of January 11, 2015, the remaining amount of $has been referred to collection at MAB-Mercantile Adjustment Bureau at 1-877-254-0957.
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-
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 Ms
*** is disputing a delay in processing a request to initiate electric service at *** *** *** ***
History
On March 27, 2015, Ms*** contacted a Reliant representative and agreed to enroll the electric service at *** *** *** *** effective March 27,
On April 2, 2015, Ms*** contacted Reliant for a status of the electric serviceA Reliant representative reviewed the account and advised that there is not an active request to enroll the electric service at *** *** *** ***Ms*** requested to speak with a supervisor and her call was connectedThe Reliant supervisor reviewed the account and confirmed that the enrollment request was not transmitted to Centerpoint EnergyAt that time, the Reliant supervisor submitted a request for hotel accommodations and advised Ms*** that Reliant would contact her back with information regarding hotel arrangements
Later on April 2, 2015, a Reliant representative contacted Ms*** to provide information regarding hotel arrangements
Later On April 2, 2015, Mr*** on behalf of Ms*** contacted Reliant for a status of the electric service and agreed to enroll the electric service at *** *** *** *** effective April 6,
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr*** and Ms***It was determined that due to a system issue; Ms***’s enrollment request was not transmitted to Centerpoint Energy
As a courtesy, $has been credited to the account for their customer experience.
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
*** ***
*** ***
***