Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We *lways *ppreciate hearing from our customers *nd want to ensure their concerns *re *ddressed. Please see below for * summary of our findings:
Issue
Mr. H[redacted] is disputing...
the invoiced charges for electric service *t [redacted] Street *.
History
On May 11, 2015, Mr. H[redacted] completed *n enrollment by phone for electric service *t [redacted] Street *. Mr. H[redacted] enrolled on the Reliant’s Conservation Plan 12 This plan includes *n energy charge of 3.2¢ per kWh for usage up to 1000 kWh *nd 8.2¢ per kWh for usage over 1000 kWh, TDSP delivery charges of $8.72 per month *nd 3.7256¢ per kWh *nd * base charge of $0.00. Mr. H[redacted] was provided with * Terms of Service, * “Your Rights *s * Customer document,” *nd *n electricity facts label (EFL) by the mail *s of May 12, 2015. Mr. H[redacted] requested the service to begin on May 11, 2015.
On May 15, 2015, Mr. H[redacted] contacted Reliant to *dvise that he was without service. The *gent contacted the transmission *nd delivery service provider (TDSP) of [redacted] Energy ([redacted]). [redacted]dvised that the service was *ctive for the service *ddress. The *gent *dvised Mr. H[redacted] of [redacted]'s findings. Mr. H[redacted] was *dvised of [redacted]'s service call charge of $50.00 to have [redacted] representative dispatched to investigate the issue. Mr. H[redacted]greed *nd the service call request was issued.
On June 8, 2015, *n invoice for $146.19 with * due date of June 24, 2015 was sent for the billing period of May 12, 2015 through June 2,2015 Current Charges of $146.19. The *mount includes * Service Call charge of $50.00.
On June 19, 2015, Mr. H[redacted] contacted Reliant to dispute the $50.00 service call charge from the invoice. Mr. H[redacted] stated that [redacted] had initially visited *nd stated there was not *n issue with the meter. A second visit from [redacted] technician was *ble to identify *nd error *nd make the correction to restore service for the *ddress. The *gent entered * dispute on Mr. H[redacted]'s behalf *nd *dvised to *llow 10 business days to complete.
Resolution
Reliant regrets *ny inconvenience these proceedings may have caused, *nd we understand Mr. H[redacted]'s concerns regarding the Service Call charge dispute. Reliant is responsible for billing Mr. H[redacted]'s *ccount in *ccordance with information provided by [redacted]nd in *ccordance with his Terms of Service. *s * courtesy, the *ccount will have *n *ccount credit of $50.00 *pplied pending the research completed from [redacted].
For *ny *dditional questions *bout this concern, please contact me *t the number below. I’m *vailable Monday through Friday from 8 *.m. to 5 p.m.
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
[redacted] disputes the...
price plan for his electric service account at [redacted].
History
On October 19, 2014, [redacted] contacted Reliant via web chat and agreed to enroll on Reliant’s Conservation 12 plan with an average price of 10.0 ¢ per kWh at 2000 kWh. The term of this plan is 12 months and it has an early cancellation fee of $200.00. [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on October 19, 2014.
Later on October 19, 2014, [redacted] contacted Reliant and requested to transfer his electric service account from 3025 Crystal Springs Street Apartment 621 effective October 28, 2014 to [redacted] effective October 23, 2014 and his request was processed.
On December 24, 2014, [redacted] contacted Reliant to dispute the price plan and agreed to enroll on Reliant’s Conservation 12 plan with an average price of 10.2 ¢ per kWh at 2000 kWh. The term of this plan is 12 months and it has an early cancellation fee of $200.00. [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on December 26, 2014.
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted]. Reliant will adhere to [redacted] request to enroll on Reliant’s Conservation 12 plan and backdate the price plan from the effective date of October 23, 2014; however, in order to process the request, a voice recorded agreement is needed.
Multiple attempts to contact [redacted] have been unsuccessful and voicemails providing my contact information have been provided.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms. [redacted] states that her February...
14, 2014 enrollment request at [redacted] was not completed in error. Additionally, Ms. [redacted] states that she did not authorize the electric service at [redacted] be activated on March 10, 2015 in her name.
History
On February 12, 2014, Ms. [redacted] requested electric service at [redacted] effective February 14, 2014. Ms. [redacted] 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. [redacted] contacted Reliant requesting the status of her enrollment request and was incorrectly advised that the electric service had begun as of February 14, 2015.
On March 1, 2014, an email was received from Ms. [redacted] requesting her account balance. A response was sent to Ms. [redacted] via email requesting account identifiers such as her Reliant account number to locate the account.
On March 2, 2014, Ms. [redacted] contacted Reliant via email with the account identifiers. A response was sent to Ms. [redacted] via email incorrectly advising that her electric service became active on February 2, 2014.
On March 17, 2014, due to the security notification hold not being satisfied, Ms. [redacted]'s enrollment expired, causing the electric service to remain in the previous tenant’s name.
On April 8, 2014, Ms. [redacted] contacted Reliant via email stating she had not received an invoice. A response was sent to Ms. [redacted] 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. [redacted] was advised that she would need to call Reliant and request a new enrollment.
Later on April 8, 2014, Ms. [redacted] submitted an enrollment request online. At that time, a security notification hold was received and Ms. [redacted] 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. [redacted] contact Reliant to confirm that her documentation was received and was advised that it could take up to 48 hours to received and be processed.
On April 10, 2014, a copy of Ms. [redacted]’s Driver’s License and passport was received.
Later on April 10, 2014, Ms. [redacted] 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. [redacted] advised she wanted to cancel the enrollment request and requested a Confirmation of Service letter; however, because Ms. [redacted] 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, 2015 under Ms. [redacted]’s name at [redacted], effective February 12, 2014. At that time, an email was sent to Ms. [redacted] confirming that the electric service would be initiated in her name shortly.
Later on March 10, 2015, Ms. [redacted] 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, 2015 through March 16, 2015, Reliant received notification that the enrollment cancel requests were rejected.
On March 23, 2015, Reliant received a switch request at [redacted], effective March 23, 2015, resulting in the closure of Ms. [redacted]’s account.
Resolution
Reliant deeply regrets any inconvenience these proceedings may have caused Ms. [redacted]. Several attempts to contact Ms. [redacted] were made however unsuccessful. A voicemail was left advising Ms. [redacted] that she will not be held responsible for any charges assessed for electric service at [redacted] 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 below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Nancy S[redacted]
Customer Support
713-488-5416
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed.
Issue
Mr. [redacted] is disputing the reported usage of 1,500 kWh for the billing period of May 21, 2014 through June 20, 2014 for his electric service account at [redacted].
History
On June 20, 2014, Reliant received an estimated meter reading from [redacted])- [redacted] Central of 56,903 on 05/21/2014 and 58,403 on 06/20/2014 totaling kWh usage of 1500 kWh.
On July 4, 2014, AEP – [redacted] Central exchanged meter #[redacted] with meter # [redacted] at [redacted].
On July 7, 2014, an invoice for $224.00 due by July 23, 2014 was sent to Mr. [redacted] for the billing period of May 21, 2014 through June 20, 2014 with an estimated usage of 1500 kWh.
Mr. [redacted] contacted Reliant on July 9, 2014 disputing the invoiced usage, stating that he was on vacation during that billing period. Mr. [redacted] requested to escalate the issue and his call was transferred to a supervisor which informed Mr. [redacted] that Reliant sends invoices based on the readings provided by AEP- [redacted] Central and if there an error in the estimated meter read, the next month’s invoice would show the adjusted amount.
From July 9, 2014 to August 26, 2014, multiple calls were made to Reliant by Mr. [redacted] disputing the invoiced usage. On 08/20/2014, Reliant submitted requests to AEP- [redacted] Central requesting that they verify the reported usage from May 21, 2014 through June 20, 2014.
Mr. [redacted]s electric service account with Reliant was closed per his request, effective August 27, 2014.
On August 26, 2014 AEP-[redacted] Central responded to Reliant's request stating actual meter readings could not be provided due to multiple meter restores during that time frame, therefore the estimated reads are based off historical usage for service address [redacted].
On September 4, 2014 a final invoice for $583.29 due by September 22, 2014 was sent to [redacted]. This invoice included $71.02 for the billing period of August 20, 2014 through September 2, 2014 and a past due amount of $505.56.
On November 19, 2014, the account balance of $583.29 referred to Collections.
Resolution
Mr. [redacted] account has been recalled from Collections while the investigation is under review. Additionally, a request to verify the May 21, 2014 through June 20, 2014 meter reading was sent to [redacted] on January 16, 2015. Mr. [redacted] will be contacted by January 28, 2015 regarding the status of his complaint.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Mr. [redacted] is disputing the...
invoiced charges for electric service at [redacted] [redacted].
History
On February 6, 2015, an invoice for $465.32 was sent for the billing period of January 5, 2015 to February 4, 2015 (3,324 kWh) with a balance forward of $0.00, total current electricity charges of $465.32, and total current non-electricity charges of $0.00.
On February 22, 2015, Mr. [redacted] 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 normal 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, 2015.
On February 25, 2015, a final invoice for $598.14 was sent for the billing period of February 4, 2015 to February 23, 2015 (899 kWh) with a balance forward: electricity of $463.32, a balance forward: non-electricity of $2.00, and current charges of $132.82.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of his account determined that Mr. [redacted] has been invoiced in accordance with the Terms of Service.
On March 3, 2015, a request was sent to [redacted] Power ([redacted]) to confirm the reported usage for Mr. [redacted]’s premise for the disputed billing period of January 5, 2015 through February 4, 2015.
Later that day, a response was received from [redacted] 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. [redacted] 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 below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
**. [redacted] is disputing the...
billing invoice for electric service at [redacted].
History
On [redacted], a contract expiration notice (CEN) was sent to **. [redacted] advising that the current price plan was expiring and that the account would transition to the Reliant Flex plan that would charge 13.5 cents/kWh for 2000 kWh with the first meter read date after [redacted] unless **. [redacted] enrolls in an alternate price plan or if he switches his electric service to another retail electric provider (REP). The contract expiration notice also included the electricity facts label (EFL), terms of service agreement, and a copy of the ‘Your Rights as a Customer’ document for the Reliant Flex plan.
On [redacted], Reliant’s records do not reflect that a request was received from **. [redacted] to change his price plan; therefore, the account transitioned to the Reliant Flex plan effective [redacted].
On [redacted], an invoice for $138.59 was sent for the billing period of [redacted] to [redacted] with current charges of $138.59.
On [redacted], **. [redacted] contacted Reliant to dispute a high bill. The Reliant agent reviewed the account and offered to have the account set up for the average billing option. **. [redacted] agreed and the agent processed a request to enroll **. [redacted]'s account on the retro average billing program. As a result, **. [redacted] was able to pay an initial monthly amount of $69.00 in lieu of his [redacted] invoiced amount.
On [redacted], a payment of $69.00 was posted to the account.
On [redacted], an invoice for $82.00 was sent for the billing period of [redacted] to [redacted] with a balance forward of $69.59, a Current Average Billing Amount of $82.00, and an Average Billing Deferred Balance Adjustment credit of $69.59. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $142.53.
On [redacted], a payment of $82.00 was posted to the account.
On [redacted], an invoice for $90.00 was sent for the billing period of [redacted] to [redacted] with a Current Average Billing Amount of $90.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $135.72.
On [redacted], Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On [redacted], a final invoice for $247.09 was sent for the billing period of [redacted] to [redacted] with a balance forward of $90.00, Current Charges of $21.37, and a Balance Due from Billing Plan for $135.72.
Resolution
Reliant regrets any inconvenience these proceedings may have caused **. [redacted]; however, a review of his account determined that **. [redacted] has been invoiced in accordance with the Average Billing Terms of Service
Payment arrangements are available upon request.
Attempts have been made to contact **. [redacted] without success. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms. [redacted] is disputing the $50.00 Service...
Call fee invoiced to his electric service account at 26415 26415 Richard Road.
History
On August 27, 2015, an invoice for $1,036.50 was sent for the billing period of July 24, 2015 through August 24, 2015 with a Balance Forward of $381.23, a Late Payment Penalty of $18.48 and Current Charges of $636.79. The Current Charges of $636.79 includes a $50.00 Service Call fee from CenterPoint Energy (CNP).
Later on August 27, 2015, Ms. [redacted] contacted Reliant to dispute the $50.00 Service Call fee reflected on her August 27, 2015 invoice and a request was processed to investigate.
On September 6, 2015, Ms. [redacted] contacted Reliant regarding the status of her account and requested that Reliant credit her account for the $50.00 Service Call fee because CNP advised that the fee was valid and would not be reversed. At that time, a $25.00 credit was applied to Ms. [redacted]’s account, as a courtesy.
On September 10, 2015, Reliant received a response from CNP advising that the $50.00 Service Call fee was valid and no adjustments were warranted. Additionally, CNP advised that a service call was received on July 29, 2015 and customer was advised that if no issues were identified with CNP equipment that fee would be assessed. No issues were identified with CNP equipment.
Resolution
Reliant regrets any inconvenience experienced by Ms. [redacted] concerning the Service Call fee assessed to her account. In conclusion, Reliant is not in the position to determine whether or not the Service Call fee from CNP is valid since the service was not performed by Reliant. The Service Call fee was simply billed by Reliant on behalf of her Transmission and Distribution Service Provider (TDSP), CNP, and Ms. [redacted] would have been billed this non-recurring charge regardless of her retail electricity provider. The Service Call fee is considered valid based on the billing information provided by CNP. In an attempt to resolve this matter, an additional $25.00 credit was applied to Ms. [redacted]’s account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Deidra W[redacted]
Customer Support
713-488-8681
Reliant’s Response to Revdex.com Case #[redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
[redacted] is disputing the...
representation of the price plan for electric service at [redacted].
History
On June 4, 2014, [redacted] via a Reliant door to door sales agent contacted Reliant and agreed to enroll her electric service account at [redacted] to Reliant effective for the desired switch date of August 4, 2014. [redacted] enrolled on Reliant’s Free Weekends 24 plan. This plan includes an energy charge of 12.2 ¢ per kWh, TDSP delivery charges of $9.00 per month and 3.9899¢ per kWh, and a base charge of $0.00. There is no energy charge applied to usage from 8:00 P.M. Friday to 12:00 A.M. Monday. [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the door-to-door agent at the time of the enrollment.
On August 25, 2014, an invoice for the amount of $135.90 was issued with a due date of September 10, 2014. The invoice reflected usage from August 4, 2014 through August 21, 2014. The amount included current charges of $135.90.
On September 5, 2014, a payment of $135.90 was posted to the account.
On September 8, 2014, [redacted] contacted Reliant to dispute the price plan for the account based on a weekly summary email received. The Reliant agent reviewed the account and advised to have the price plan remain in place until the next invoice is issued to determine the actual charges for the account.
On September 24, 2014, an invoice for the amount of $199.37 was issued with a due date of October 10, 2014. The invoice reflected usage from August 21, 2014 through September 22, 2014. The amount included current charges of $199.37.
On September 25, 2014, [redacted] contacted Reliant to dispute the price plan for the account. The Reliant agent reviewed the account and advised that a cancellation fee was in place if a switch away from Reliant took place. The agent offered to transition [redacted] to an updated price plan without penalty. [redacted] advised she would contact Reliant back at a later time.
On September 26, 2014, Reliant received notification that the electric service at [redacted] was being closed out of [redacted]'s name effective September 26, 2014.
On September 30, 2014, a final invoice for the amount of $224.00 was issued with a due date of October 16, 2014. The invoice reflected usage from September 22, 2014 through September 26, 2014. The amount included previous charges of $199.37 and current charges of $24.63.
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted]; however, a review of [redacted]'s account determined that the account has been invoiced in accordance with the Terms of Service.
In reviewing the account, [redacted]'s account was closed without a cancellation fee being invoiced on the final bill from Reliant. A Reliant agent contacted [redacted] and advised of the update to the account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
Customer Support
[redacted]
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hear[redacted] from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find[redacted]s:
Issue
Mr. [redacted] is request[redacted]...
compensation due to a loss of power at [redacted]
History
On September 2, 2015, Ms. [redacted] contacted Reliant and agreed to enroll the electric service at [redacted] effective September 15, 2015.
On September 8, 2015, Ms. [redacted] contacted Reliant and requested to cancel the enrollment request scheduled for September 15, 2015 and requested to enroll the electric service effective
September 9, 2015.
Multiple contacts were received from Mr. [redacted] and Ms. [redacted] on September 15, 2015, due to no power. The Reliant representatives contacted [redacted] and was advised that a move-out request by the previous tenant was completed. A priority move-in request was submitted to connect the electric service at Mr. [redacted]’s premise and he was advised that the move-in request will be worked within 24 hours. Mr. [redacted] requested compensation and was advised to call back and submit a claim for any losses. Additionally, a Reliant representative offered to compensate him $10.00 to $25.00 for his customer experience.
Resolution
Reliant regrets and apologizes for any inconvenience these proceed[redacted]s may have caused Mr. [redacted]. As previously stated [redacted] advised that due to multiple requests received for the premise, the previously submitted move-out request was completed and resulted in a loss of power.
As a courtesy, $75.00 will be credited to the account for Mr. [redacted]’s customer experience. If there were any losses or expenses incurred as a result of the loss of power, Mr. [redacted] can provide documentation and we will submit a claims request on his behalf for review.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I made the call on Friday afternoon to cancel the account from my work number, a call center phone. I called all my utilities that afternoon to cancel my accounts, and made a comment about Reliant and have others to back me up that I did speak with Reliant. I was involved in a flood ([redacted] participant) on May 13th and that Friday, I called Reliant. When I received an email about how much electricity was being consumed about a week later, I called back to Reliant to ask why I was receiving these when the account had already been cancelled. This is when Reliant said the account was not closed. This is unethical, unprofessional, and not true.In conversations with Reliant, I did pay the $114 amount because I was told that Reliant would not promise that my account would not be submitted to the credit bureaus as being late and that my credit would so reflect that information. It was "best to pay and then be reimbursed" a Reliant representative said. I expect to be reimbursed for this amount.My apartments took over all the electricity payments in May paid for electricity during the time that Reliant charged me for, during a time which I did not live at that address. Today, I received a letter in the mail that Reliant is sorry for the inconvenience and that an adjustment will be made. When Bern called me this afternoon to tell me I still owed Reliant money, he indicated that I had no proof that I called. Well, Reliant doesn't have any proof that I didn't call. The assumption is that the person making the statement is lying, and are treated so. If this were not true, why would I so strongly repudiate this invoice?I wonder if Bern gets paid a commission on money he disputes. Please respond to Bern's supervisor or someone other than Bern.Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I wanted to make sure that I'm understanding the response correctly, It reads "The pie chart is an estimation of the breakdown based on studies" So on my bill and every other Reliant customers bill this chart has no facts to support it and it has nothing to do with the charges we see reflected on the monthly statements? So why wasn't I informed of this on any of my calls to Reliant not even the supervisor whom I spoke to on my last call had the information I was given in your response. Their is also the issue of the discrepancy in the why the statements read showing 3 months of billing, I listed this in my original complaint, On my bills for Aug and Sept. it shows my usage for July 30 days @1,491 kWh and for Aug 29 days @1,840 BUT when they sent out my Oct. bill on the month average those months now show something completely different. Oct bill reads July 29 days @ 1,840 kWh and Aug at 32 days @1,712 kWh. I 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 $40.00 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 29 Day Billing Period From 10/08/2013 To 11/06/2013 Energy Charge 571 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 631 kWh $59.50Sales Tax $1.19Gross Receipts Reimb. $0.63PUC Assessment $0.10Total Current Charges $61.42Regards, [redacted]
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms. [redacted] states that she has contacted Reliant...
several times about her move from [redacted].
History
On December 9, 2015, a move-in was requested at [redacted] by another Reliant customer effective December 15, 2015 resulting in the closure of Mr. [redacted]'s account.
On December 17, 2015, Ms. [redacted] contacted Reliant requesting the status of her account and she was advised that her account was pending closure effective December 15, 2015. Ms. [redacted] advised that she made a request to cancel her electric service account in September 2015. At that time, the Reliant representative advised Ms. [redacted] that Reliant's records did not reflect that there was a previous request to cancel the electric service account at [redacted].
On January 5, 2016, an invoice for $25.35 was sent for the billing period of December 15, 2015 through December 31, 2015 with a returned Payment of $10.78 and Current Charges of $14.57.
Due to a change in the other Reliant customer's move-in date Ms. [redacted]'s account was not cancelled until January 29, 2016.
On February 2, 2016, a final invoice for $74.27 was sent for the final billing period of December 31, 2015 through January 29, 2016 with a Balance Forward of $25.35, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $0.73 and Current Charges of $38.19.
On February 6, 2016, Ms. [redacted] contacted Reliant disputing the February 2, 2016 invoiced amount and date; therefore, a request was opened to investigate her account.
Resolution
On February 8, 2016, the investigation determined that due to the change of the pending move-in request made by another Reliant customer for [redacted] Ms. [redacted]'s account remained active. Reliant's records do not reflect a request to cancel Ms. [redacted]'s electric service account was received before December 17, 2015; therefore, a credit in the amount of $50.19 for consumption from December 17, 2015 through January 29, 2016 (268 kWh) has been applied to her account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Deidra [redacted]
Customer Support
713-488-8681
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see attached for a summary of our findings. For any additional questions about this concern, please contact me at the number...
below. I’m available Monday through Friday from 8 a.m. to 5 p.m. Deidra [redacted]Customer Support713-488-8681
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Mr. [redacted] on behalf of Ms....
[redacted] is disputing a delay in processing a request to initiate electric service at [redacted].
History
On March 27, 2015, Ms. [redacted] contacted a Reliant representative and agreed to enroll the electric service at [redacted] effective March 27, 2014.
On April 2, 2015, Ms. [redacted] contacted Reliant for a status of the electric service. A Reliant representative reviewed the account and advised that there is not an active request to enroll the electric service at [redacted]. Ms. [redacted] requested to speak with a supervisor and her call was connected. The Reliant supervisor reviewed the account and confirmed that the enrollment request was not transmitted to Centerpoint Energy. At that time, the Reliant supervisor submitted a request for hotel accommodations and advised Ms. [redacted] that Reliant would contact her back with information regarding hotel arrangements.
Later on April 2, 2015, a Reliant representative contacted Ms. [redacted] to provide information regarding hotel arrangements.
Later On April 2, 2015, Mr. [redacted] on behalf of Ms. [redacted] contacted Reliant for a status of the electric service and agreed to enroll the electric service at [redacted] effective April 6, 2015.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted] and Ms. [redacted]. It was determined that due to a system issue; Ms. [redacted]’s enrollment request was not transmitted to Centerpoint Energy.
As a courtesy, $50.00 has been credited to the account for their customer experience.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Reliant’s response to Revdex.com Case # [redacted]IssueMs. [redacted] is requesting to have her address at [redacted] Ave[redacted] removed from Reliant’s door-to-door marketing contacts list.ResolutionMs. [redacted]’s address has been added to Reliant’s door-to-door marketing ‘do not contact’ list. This will...
prevent Ms. [redacted] from receiving any additional door-to-door solicitations.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Mr. [redacted] is disputing the...
final bill for the electric service at [redacted].
History
On July 22, 2015, an invoice for $307.43 was sent for the billing period of
June 18, 2015 through July 20, 2015 with Current Charges of $307.43.
On July 31, 2015, Reliant received notification that the electric service at [redacted] was being closing effective August 7, 2015, due to another customer’s move-in request; however, this request was not completed.
On August 10, 2015, a one-time bank draft payment of $307.43 posted to Mr. [redacted]’s account.
On August 27, 2015, Reliant received notification that the electric service at [redacted] was being closing effective August 28, 2015, due to another customer’s move-in request.
On September 28, 2015, a final invoice for $376.20 was sent for the final billing periods of July 20, 2015 through August 18, 2015 and August 18, 2015 through August 28, 2015 with Current Charges of $376.20.
On September 2, 2015, Mr. [redacted] contacted a Reliant web chat representative to dispute the
September 28, 2015 invoice. The web chat representative advised Mr. [redacted] that account records do not reflect a request to close the account effective August 1, 2015 and advised Mr. [redacted] that he is responsible for the final invoice.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of his account determined that Mr. [redacted] was invoiced in accordance with his Terms of Service.
Account records do not reflect that Mr. [redacted] contacted Reliant to cancel the electric service at [redacted] effective August 1, 2015. Because the July 31, 2015 move-in request did not complete, Mr. [redacted] continued to be invoiced by Reliant until the August 27, 2015 move-in request completed.
As a courtesy, the account was credited $209.29 for the consumption dates of
August 2, 2015 through August 28, 2015. A corrected invoice will be sent after completion.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see attached for a summary of our findings.For any additional questions about this concern, please contact me at the number...
below. I’m available Monday through Friday from 8 a.m. to 5 p.m. Deidra [redacted]Customer Support713-488-8681
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Regards,iam sorry but no one try to contact me by phone just once I talk to a representative from reliant he told me they was looking into this complain. Once again some one lie to me about about an agreement of $ 69. / per month for one year period. Iam not making this out my [redacted] was present the person from reliant was telling me about it..iam not going to paid that amount of money when I did not consume that electricity.. I will paid the $90 because I was using at that time your electricity. Once again reliant lie and didn't commit to what they said via phone. If you was able to look for those records conversations you be able to look for the one that the employee guarantee me the $69/ per month.thank you.
Reliant’s Response to Revdex.com Case # 10558459 Rebuttal
Reliant regrets any inconvenience these proceed[redacted]s may have caused and we understand Ms. [redacted]’ concerns regard[redacted] the invoiced charges. As a courtesy, a Returned Payment Charge of $25.00, Disconnection Notice Fees total[redacted] $20.00, a Disconnection Recovery Fee of $25.00 and Late Payment Penalties total[redacted] $17.37 were credited to the account.
On May 18, 2015, Ms. [redacted] was contacted and provided a status of the account.
On June 22, 2015, a request was submitted to refund the credit balance of $3.66.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
[redacted] is disputing...
the deposit request for her electric service account at [redacted]
History
On November 7, 2014, a correspondence was sent in error to [redacted] requesting a security deposit of $200.00, due to the guarantor discontinuing service with Reliant.
On November 15, 2014, [redacted] contacted Reliant disputing the security deposit request. The Reliant representative advised [redacted] that the letter was issued in error and to disregard the deposit request.
On December 20, 2014, [redacted] contacted Reliant disputing the security deposit request. She requested to speak with a supervisor and her call was transferred. The Reliant supervisor reviewed the account, and removed the security deposit from the account.
Resolution
[redacted]’ account with Reliant is closed and has a zero balance.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We *lways *ppreciate hearing from our customers *nd want to ensure their concerns *re *ddressed. Please see below for * summary of our findings:
Issue
Mr. H[redacted] is disputing...
the invoiced charges for electric service *t [redacted] Street *.
History
On May 11, 2015, Mr. H[redacted] completed *n enrollment by phone for electric service *t [redacted] Street *. Mr. H[redacted] enrolled on the Reliant’s Conservation Plan 12 This plan includes *n energy charge of 3.2¢ per kWh for usage up to 1000 kWh *nd 8.2¢ per kWh for usage over 1000 kWh, TDSP delivery charges of $8.72 per month *nd 3.7256¢ per kWh *nd * base charge of $0.00. Mr. H[redacted] was provided with * Terms of Service, * “Your Rights *s * Customer document,” *nd *n electricity facts label (EFL) by the mail *s of May 12, 2015. Mr. H[redacted] requested the service to begin on May 11, 2015.
On May 15, 2015, Mr. H[redacted] contacted Reliant to *dvise that he was without service. The *gent contacted the transmission *nd delivery service provider (TDSP) of [redacted] Energy ([redacted]). [redacted]dvised that the service was *ctive for the service *ddress. The *gent *dvised Mr. H[redacted] of [redacted]'s findings. Mr. H[redacted] was *dvised of [redacted]'s service call charge of $50.00 to have [redacted] representative dispatched to investigate the issue. Mr. H[redacted]greed *nd the service call request was issued.
On June 8, 2015, *n invoice for $146.19 with * due date of June 24, 2015 was sent for the billing period of May 12, 2015 through June 2,2015 Current Charges of $146.19. The *mount includes * Service Call charge of $50.00.
On June 19, 2015, Mr. H[redacted] contacted Reliant to dispute the $50.00 service call charge from the invoice. Mr. H[redacted] stated that [redacted] had initially visited *nd stated there was not *n issue with the meter. A second visit from [redacted] technician was *ble to identify *nd error *nd make the correction to restore service for the *ddress. The *gent entered * dispute on Mr. H[redacted]'s behalf *nd *dvised to *llow 10 business days to complete.
Resolution
Reliant regrets *ny inconvenience these proceedings may have caused, *nd we understand Mr. H[redacted]'s concerns regarding the Service Call charge dispute. Reliant is responsible for billing Mr. H[redacted]'s *ccount in *ccordance with information provided by [redacted]nd in *ccordance with his Terms of Service. *s * courtesy, the *ccount will have *n *ccount credit of $50.00 *pplied pending the research completed from [redacted].
For *ny *dditional questions *bout this concern, please contact me *t the number below. I’m *vailable Monday through Friday from 8 *.m. to 5 p.m.
Bern H[redacted]
Customer Support
713-488-5061
Reliant’s Response to Revdex.com Case #[redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
[redacted] disputes the...
price plan for his electric service account at [redacted].
History
On October 19, 2014, [redacted] contacted Reliant via web chat and agreed to enroll on Reliant’s Conservation 12 plan with an average price of 10.0 ¢ per kWh at 2000 kWh. The term of this plan is 12 months and it has an early cancellation fee of $200.00. [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on October 19, 2014.
Later on October 19, 2014, [redacted] contacted Reliant and requested to transfer his electric service account from 3025 Crystal Springs Street Apartment 621 effective October 28, 2014 to [redacted] effective October 23, 2014 and his request was processed.
On December 24, 2014, [redacted] contacted Reliant to dispute the price plan and agreed to enroll on Reliant’s Conservation 12 plan with an average price of 10.2 ¢ per kWh at 2000 kWh. The term of this plan is 12 months and it has an early cancellation fee of $200.00. [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on December 26, 2014.
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted]. Reliant will adhere to [redacted] request to enroll on Reliant’s Conservation 12 plan and backdate the price plan from the effective date of October 23, 2014; however, in order to process the request, a voice recorded agreement is needed.
Multiple attempts to contact [redacted] have been unsuccessful and voicemails providing my contact information have been provided.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Crystal [redacted]
Customer Support
[redacted]
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms. [redacted] states that her February...
14, 2014 enrollment request at [redacted] was not completed in error. Additionally, Ms. [redacted] states that she did not authorize the electric service at [redacted] be activated on March 10, 2015 in her name.
History
On February 12, 2014, Ms. [redacted] requested electric service at [redacted] effective February 14, 2014. Ms. [redacted] 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. [redacted] contacted Reliant requesting the status of her enrollment request and was incorrectly advised that the electric service had begun as of February 14, 2015.
On March 1, 2014, an email was received from Ms. [redacted] requesting her account balance. A response was sent to Ms. [redacted] via email requesting account identifiers such as her Reliant account number to locate the account.
On March 2, 2014, Ms. [redacted] contacted Reliant via email with the account identifiers. A response was sent to Ms. [redacted] via email incorrectly advising that her electric service became active on February 2, 2014.
On March 17, 2014, due to the security notification hold not being satisfied, Ms. [redacted]'s enrollment expired, causing the electric service to remain in the previous tenant’s name.
On April 8, 2014, Ms. [redacted] contacted Reliant via email stating she had not received an invoice. A response was sent to Ms. [redacted] 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. [redacted] was advised that she would need to call Reliant and request a new enrollment.
Later on April 8, 2014, Ms. [redacted] submitted an enrollment request online. At that time, a security notification hold was received and Ms. [redacted] 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. [redacted] contact Reliant to confirm that her documentation was received and was advised that it could take up to 48 hours to received and be processed.
On April 10, 2014, a copy of Ms. [redacted]’s Driver’s License and passport was received.
Later on April 10, 2014, Ms. [redacted] 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. [redacted] advised she wanted to cancel the enrollment request and requested a Confirmation of Service letter; however, because Ms. [redacted] 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, 2015 under Ms. [redacted]’s name at [redacted], effective February 12, 2014. At that time, an email was sent to Ms. [redacted] confirming that the electric service would be initiated in her name shortly.
Later on March 10, 2015, Ms. [redacted] 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, 2015 through March 16, 2015, Reliant received notification that the enrollment cancel requests were rejected.
On March 23, 2015, Reliant received a switch request at [redacted], effective March 23, 2015, resulting in the closure of Ms. [redacted]’s account.
Resolution
Reliant deeply regrets any inconvenience these proceedings may have caused Ms. [redacted]. Several attempts to contact Ms. [redacted] were made however unsuccessful. A voicemail was left advising Ms. [redacted] that she will not be held responsible for any charges assessed for electric service at [redacted] 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 below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Nancy S[redacted]
Customer Support
713-488-5416
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed.
Issue
Mr. [redacted] is disputing the reported usage of 1,500 kWh for the billing period of May 21, 2014 through June 20, 2014 for his electric service account at [redacted].
History
On June 20, 2014, Reliant received an estimated meter reading from [redacted])- [redacted] Central of 56,903 on 05/21/2014 and 58,403 on 06/20/2014 totaling kWh usage of 1500 kWh.
On July 4, 2014, AEP – [redacted] Central exchanged meter #[redacted] with meter # [redacted] at [redacted].
On July 7, 2014, an invoice for $224.00 due by July 23, 2014 was sent to Mr. [redacted] for the billing period of May 21, 2014 through June 20, 2014 with an estimated usage of 1500 kWh.
Mr. [redacted] contacted Reliant on July 9, 2014 disputing the invoiced usage, stating that he was on vacation during that billing period. Mr. [redacted] requested to escalate the issue and his call was transferred to a supervisor which informed Mr. [redacted] that Reliant sends invoices based on the readings provided by AEP- [redacted] Central and if there an error in the estimated meter read, the next month’s invoice would show the adjusted amount.
From July 9, 2014 to August 26, 2014, multiple calls were made to Reliant by Mr. [redacted] disputing the invoiced usage. On 08/20/2014, Reliant submitted requests to AEP- [redacted] Central requesting that they verify the reported usage from May 21, 2014 through June 20, 2014.
Mr. [redacted]s electric service account with Reliant was closed per his request, effective August 27, 2014.
On August 26, 2014 AEP-[redacted] Central responded to Reliant's request stating actual meter readings could not be provided due to multiple meter restores during that time frame, therefore the estimated reads are based off historical usage for service address [redacted].
On September 4, 2014 a final invoice for $583.29 due by September 22, 2014 was sent to [redacted]. This invoice included $71.02 for the billing period of August 20, 2014 through September 2, 2014 and a past due amount of $505.56.
On November 19, 2014, the account balance of $583.29 referred to Collections.
Resolution
Mr. [redacted] account has been recalled from Collections while the investigation is under review. Additionally, a request to verify the May 21, 2014 through June 20, 2014 meter reading was sent to [redacted] on January 16, 2015. Mr. [redacted] will be contacted by January 28, 2015 regarding the status of his complaint.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
Customer Support
[redacted]
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Mr. [redacted] is disputing the...
invoiced charges for electric service at [redacted] [redacted].
History
On February 6, 2015, an invoice for $465.32 was sent for the billing period of January 5, 2015 to February 4, 2015 (3,324 kWh) with a balance forward of $0.00, total current electricity charges of $465.32, and total current non-electricity charges of $0.00.
On February 22, 2015, Mr. [redacted] 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 normal 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, 2015.
On February 25, 2015, a final invoice for $598.14 was sent for the billing period of February 4, 2015 to February 23, 2015 (899 kWh) with a balance forward: electricity of $463.32, a balance forward: non-electricity of $2.00, and current charges of $132.82.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of his account determined that Mr. [redacted] has been invoiced in accordance with the Terms of Service.
On March 3, 2015, a request was sent to [redacted] Power ([redacted]) to confirm the reported usage for Mr. [redacted]’s premise for the disputed billing period of January 5, 2015 through February 4, 2015.
Later that day, a response was received from [redacted] 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. [redacted] 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 below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Bern H[redacted]
Customer Support
[redacted]
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
**. [redacted] is disputing the...
billing invoice for electric service at [redacted].
History
On [redacted], a contract expiration notice (CEN) was sent to **. [redacted] advising that the current price plan was expiring and that the account would transition to the Reliant Flex plan that would charge 13.5 cents/kWh for 2000 kWh with the first meter read date after [redacted] unless **. [redacted] enrolls in an alternate price plan or if he switches his electric service to another retail electric provider (REP). The contract expiration notice also included the electricity facts label (EFL), terms of service agreement, and a copy of the ‘Your Rights as a Customer’ document for the Reliant Flex plan.
On [redacted], Reliant’s records do not reflect that a request was received from **. [redacted] to change his price plan; therefore, the account transitioned to the Reliant Flex plan effective [redacted].
On [redacted], an invoice for $138.59 was sent for the billing period of [redacted] to [redacted] with current charges of $138.59.
On [redacted], **. [redacted] contacted Reliant to dispute a high bill. The Reliant agent reviewed the account and offered to have the account set up for the average billing option. **. [redacted] agreed and the agent processed a request to enroll **. [redacted]'s account on the retro average billing program. As a result, **. [redacted] was able to pay an initial monthly amount of $69.00 in lieu of his [redacted] invoiced amount.
On [redacted], a payment of $69.00 was posted to the account.
On [redacted], an invoice for $82.00 was sent for the billing period of [redacted] to [redacted] with a balance forward of $69.59, a Current Average Billing Amount of $82.00, and an Average Billing Deferred Balance Adjustment credit of $69.59. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $142.53.
On [redacted], a payment of $82.00 was posted to the account.
On [redacted], an invoice for $90.00 was sent for the billing period of [redacted] to [redacted] with a Current Average Billing Amount of $90.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $135.72.
On [redacted], Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On [redacted], a final invoice for $247.09 was sent for the billing period of [redacted] to [redacted] with a balance forward of $90.00, Current Charges of $21.37, and a Balance Due from Billing Plan for $135.72.
Resolution
Reliant regrets any inconvenience these proceedings may have caused **. [redacted]; however, a review of his account determined that **. [redacted] has been invoiced in accordance with the Average Billing Terms of Service
Payment arrangements are available upon request.
Attempts have been made to contact **. [redacted] without success. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
Customer Support
[redacted]
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms. [redacted] is disputing the $50.00 Service...
Call fee invoiced to his electric service account at 26415 26415 Richard Road.
History
On August 27, 2015, an invoice for $1,036.50 was sent for the billing period of July 24, 2015 through August 24, 2015 with a Balance Forward of $381.23, a Late Payment Penalty of $18.48 and Current Charges of $636.79. The Current Charges of $636.79 includes a $50.00 Service Call fee from CenterPoint Energy (CNP).
Later on August 27, 2015, Ms. [redacted] contacted Reliant to dispute the $50.00 Service Call fee reflected on her August 27, 2015 invoice and a request was processed to investigate.
On September 6, 2015, Ms. [redacted] contacted Reliant regarding the status of her account and requested that Reliant credit her account for the $50.00 Service Call fee because CNP advised that the fee was valid and would not be reversed. At that time, a $25.00 credit was applied to Ms. [redacted]’s account, as a courtesy.
On September 10, 2015, Reliant received a response from CNP advising that the $50.00 Service Call fee was valid and no adjustments were warranted. Additionally, CNP advised that a service call was received on July 29, 2015 and customer was advised that if no issues were identified with CNP equipment that fee would be assessed. No issues were identified with CNP equipment.
Resolution
Reliant regrets any inconvenience experienced by Ms. [redacted] concerning the Service Call fee assessed to her account. In conclusion, Reliant is not in the position to determine whether or not the Service Call fee from CNP is valid since the service was not performed by Reliant. The Service Call fee was simply billed by Reliant on behalf of her Transmission and Distribution Service Provider (TDSP), CNP, and Ms. [redacted] would have been billed this non-recurring charge regardless of her retail electricity provider. The Service Call fee is considered valid based on the billing information provided by CNP. In an attempt to resolve this matter, an additional $25.00 credit was applied to Ms. [redacted]’s account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Deidra W[redacted]
Customer Support
713-488-8681
Reliant’s Response to Revdex.com Case #[redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
[redacted] is disputing the...
representation of the price plan for electric service at [redacted].
History
On June 4, 2014, [redacted] via a Reliant door to door sales agent contacted Reliant and agreed to enroll her electric service account at [redacted] to Reliant effective for the desired switch date of August 4, 2014. [redacted] enrolled on Reliant’s Free Weekends 24 plan. This plan includes an energy charge of 12.2 ¢ per kWh, TDSP delivery charges of $9.00 per month and 3.9899¢ per kWh, and a base charge of $0.00. There is no energy charge applied to usage from 8:00 P.M. Friday to 12:00 A.M. Monday. [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the door-to-door agent at the time of the enrollment.
On August 25, 2014, an invoice for the amount of $135.90 was issued with a due date of September 10, 2014. The invoice reflected usage from August 4, 2014 through August 21, 2014. The amount included current charges of $135.90.
On September 5, 2014, a payment of $135.90 was posted to the account.
On September 8, 2014, [redacted] contacted Reliant to dispute the price plan for the account based on a weekly summary email received. The Reliant agent reviewed the account and advised to have the price plan remain in place until the next invoice is issued to determine the actual charges for the account.
On September 24, 2014, an invoice for the amount of $199.37 was issued with a due date of October 10, 2014. The invoice reflected usage from August 21, 2014 through September 22, 2014. The amount included current charges of $199.37.
On September 25, 2014, [redacted] contacted Reliant to dispute the price plan for the account. The Reliant agent reviewed the account and advised that a cancellation fee was in place if a switch away from Reliant took place. The agent offered to transition [redacted] to an updated price plan without penalty. [redacted] advised she would contact Reliant back at a later time.
On September 26, 2014, Reliant received notification that the electric service at [redacted] was being closed out of [redacted]'s name effective September 26, 2014.
On September 30, 2014, a final invoice for the amount of $224.00 was issued with a due date of October 16, 2014. The invoice reflected usage from September 22, 2014 through September 26, 2014. The amount included previous charges of $199.37 and current charges of $24.63.
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted]; however, a review of [redacted]'s account determined that the account has been invoiced in accordance with the Terms of Service.
In reviewing the account, [redacted]'s account was closed without a cancellation fee being invoiced on the final bill from Reliant. A Reliant agent contacted [redacted] and advised of the update to the account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
Customer Support
[redacted]
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hear[redacted] from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find[redacted]s:
Issue
Mr. [redacted] is request[redacted]...
compensation due to a loss of power at [redacted]
History
On September 2, 2015, Ms. [redacted] contacted Reliant and agreed to enroll the electric service at [redacted] effective September 15, 2015.
On September 8, 2015, Ms. [redacted] contacted Reliant and requested to cancel the enrollment request scheduled for September 15, 2015 and requested to enroll the electric service effective
September 9, 2015.
Multiple contacts were received from Mr. [redacted] and Ms. [redacted] on September 15, 2015, due to no power. The Reliant representatives contacted [redacted] and was advised that a move-out request by the previous tenant was completed. A priority move-in request was submitted to connect the electric service at Mr. [redacted]’s premise and he was advised that the move-in request will be worked within 24 hours. Mr. [redacted] requested compensation and was advised to call back and submit a claim for any losses. Additionally, a Reliant representative offered to compensate him $10.00 to $25.00 for his customer experience.
Resolution
Reliant regrets and apologizes for any inconvenience these proceed[redacted]s may have caused Mr. [redacted]. As previously stated [redacted] advised that due to multiple requests received for the premise, the previously submitted move-out request was completed and resulted in a loss of power.
As a courtesy, $75.00 will be credited to the account for Mr. [redacted]’s customer experience. If there were any losses or expenses incurred as a result of the loss of power, Mr. [redacted] can provide documentation and we will submit a claims request on his behalf for review.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Crystal K[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I made the call on Friday afternoon to cancel the account from my work number, a call center phone. I called all my utilities that afternoon to cancel my accounts, and made a comment about Reliant and have others to back me up that I did speak with Reliant. I was involved in a flood ([redacted] participant) on May 13th and that Friday, I called Reliant. When I received an email about how much electricity was being consumed about a week later, I called back to Reliant to ask why I was receiving these when the account had already been cancelled. This is when Reliant said the account was not closed. This is unethical, unprofessional, and not true.In conversations with Reliant, I did pay the $114 amount because I was told that Reliant would not promise that my account would not be submitted to the credit bureaus as being late and that my credit would so reflect that information. It was "best to pay and then be reimbursed" a Reliant representative said. I expect to be reimbursed for this amount.My apartments took over all the electricity payments in May paid for electricity during the time that Reliant charged me for, during a time which I did not live at that address. Today, I received a letter in the mail that Reliant is sorry for the inconvenience and that an adjustment will be made. When Bern called me this afternoon to tell me I still owed Reliant money, he indicated that I had no proof that I called. Well, Reliant doesn't have any proof that I didn't call. The assumption is that the person making the statement is lying, and are treated so. If this were not true, why would I so strongly repudiate this invoice?I wonder if Bern gets paid a commission on money he disputes. Please respond to Bern's supervisor or someone other than Bern.Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I wanted to make sure that I'm understanding the response correctly, It reads "The pie chart is an estimation of the breakdown based on studies" So on my bill and every other Reliant customers bill this chart has no facts to support it and it has nothing to do with the charges we see reflected on the monthly statements? So why wasn't I informed of this on any of my calls to Reliant not even the supervisor whom I spoke to on my last call had the information I was given in your response. Their is also the issue of the discrepancy in the why the statements read showing 3 months of billing, I listed this in my original complaint, On my bills for Aug and Sept. it shows my usage for July 30 days @1,491 kWh and for Aug 29 days @1,840 BUT when they sent out my Oct. bill on the month average those months now show something completely different. Oct bill reads July 29 days @ 1,840 kWh and Aug at 32 days @1,712 kWh. I 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 $40.00 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 29 Day Billing Period From 10/08/2013 To 11/06/2013 Energy Charge 571 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 631 kWh $59.50Sales Tax $1.19Gross Receipts Reimb. $0.63PUC Assessment $0.10Total Current Charges $61.42Regards, [redacted]
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms. [redacted] states that she has contacted Reliant...
several times about her move from [redacted].
History
On December 9, 2015, a move-in was requested at [redacted] by another Reliant customer effective December 15, 2015 resulting in the closure of Mr. [redacted]'s account.
On December 17, 2015, Ms. [redacted] contacted Reliant requesting the status of her account and she was advised that her account was pending closure effective December 15, 2015. Ms. [redacted] advised that she made a request to cancel her electric service account in September 2015. At that time, the Reliant representative advised Ms. [redacted] that Reliant's records did not reflect that there was a previous request to cancel the electric service account at [redacted].
On January 5, 2016, an invoice for $25.35 was sent for the billing period of December 15, 2015 through December 31, 2015 with a returned Payment of $10.78 and Current Charges of $14.57.
Due to a change in the other Reliant customer's move-in date Ms. [redacted]'s account was not cancelled until January 29, 2016.
On February 2, 2016, a final invoice for $74.27 was sent for the final billing period of December 31, 2015 through January 29, 2016 with a Balance Forward of $25.35, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $0.73 and Current Charges of $38.19.
On February 6, 2016, Ms. [redacted] contacted Reliant disputing the February 2, 2016 invoiced amount and date; therefore, a request was opened to investigate her account.
Resolution
On February 8, 2016, the investigation determined that due to the change of the pending move-in request made by another Reliant customer for [redacted] Ms. [redacted]'s account remained active. Reliant's records do not reflect a request to cancel Ms. [redacted]'s electric service account was received before December 17, 2015; therefore, a credit in the amount of $50.19 for consumption from December 17, 2015 through January 29, 2016 (268 kWh) has been applied to her account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Deidra [redacted]
Customer Support
713-488-8681
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see attached for a summary of our findings. For any additional questions about this concern, please contact me at the number...
below. I’m available Monday through Friday from 8 a.m. to 5 p.m. Deidra [redacted]Customer Support713-488-8681
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Mr. [redacted] on behalf of Ms....
[redacted] is disputing a delay in processing a request to initiate electric service at [redacted].
History
On March 27, 2015, Ms. [redacted] contacted a Reliant representative and agreed to enroll the electric service at [redacted] effective March 27, 2014.
On April 2, 2015, Ms. [redacted] contacted Reliant for a status of the electric service. A Reliant representative reviewed the account and advised that there is not an active request to enroll the electric service at [redacted]. Ms. [redacted] requested to speak with a supervisor and her call was connected. The Reliant supervisor reviewed the account and confirmed that the enrollment request was not transmitted to Centerpoint Energy. At that time, the Reliant supervisor submitted a request for hotel accommodations and advised Ms. [redacted] that Reliant would contact her back with information regarding hotel arrangements.
Later on April 2, 2015, a Reliant representative contacted Ms. [redacted] to provide information regarding hotel arrangements.
Later On April 2, 2015, Mr. [redacted] on behalf of Ms. [redacted] contacted Reliant for a status of the electric service and agreed to enroll the electric service at [redacted] effective April 6, 2015.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted] and Ms. [redacted]. It was determined that due to a system issue; Ms. [redacted]’s enrollment request was not transmitted to Centerpoint Energy.
As a courtesy, $50.00 has been credited to the account for their customer experience.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
Reliant’s response to Revdex.com Case # [redacted]IssueMs. [redacted] is requesting to have her address at [redacted] Ave[redacted] removed from Reliant’s door-to-door marketing contacts list.ResolutionMs. [redacted]’s address has been added to Reliant’s door-to-door marketing ‘do not contact’ list. This will...
prevent Ms. [redacted] from receiving any additional door-to-door solicitations.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Bern H[redacted]Customer Support713-488-5061
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Mr. [redacted] is disputing the...
final bill for the electric service at [redacted].
History
On July 22, 2015, an invoice for $307.43 was sent for the billing period of
June 18, 2015 through July 20, 2015 with Current Charges of $307.43.
On July 31, 2015, Reliant received notification that the electric service at [redacted] was being closing effective August 7, 2015, due to another customer’s move-in request; however, this request was not completed.
On August 10, 2015, a one-time bank draft payment of $307.43 posted to Mr. [redacted]’s account.
On August 27, 2015, Reliant received notification that the electric service at [redacted] was being closing effective August 28, 2015, due to another customer’s move-in request.
On September 28, 2015, a final invoice for $376.20 was sent for the final billing periods of July 20, 2015 through August 18, 2015 and August 18, 2015 through August 28, 2015 with Current Charges of $376.20.
On September 2, 2015, Mr. [redacted] contacted a Reliant web chat representative to dispute the
September 28, 2015 invoice. The web chat representative advised Mr. [redacted] that account records do not reflect a request to close the account effective August 1, 2015 and advised Mr. [redacted] that he is responsible for the final invoice.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of his account determined that Mr. [redacted] was invoiced in accordance with his Terms of Service.
Account records do not reflect that Mr. [redacted] contacted Reliant to cancel the electric service at [redacted] effective August 1, 2015. Because the July 31, 2015 move-in request did not complete, Mr. [redacted] continued to be invoiced by Reliant until the August 27, 2015 move-in request completed.
As a courtesy, the account was credited $209.29 for the consumption dates of
August 2, 2015 through August 28, 2015. A corrected invoice will be sent after completion.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Crystal [redacted]
713-488-5497
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see attached for a summary of our findings.For any additional questions about this concern, please contact me at the number...
below. I’m available Monday through Friday from 8 a.m. to 5 p.m. Deidra [redacted]Customer Support713-488-8681
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Regards,iam sorry but no one try to contact me by phone just once I talk to a representative from reliant he told me they was looking into this complain. Once again some one lie to me about about an agreement of $ 69. / per month for one year period. Iam not making this out my [redacted] was present the person from reliant was telling me about it..iam not going to paid that amount of money when I did not consume that electricity.. I will paid the $90 because I was using at that time your electricity. Once again reliant lie and didn't commit to what they said via phone. If you was able to look for those records conversations you be able to look for the one that the employee guarantee me the $69/ per month.thank you.
Reliant’s Response to Revdex.com Case # 10558459 Rebuttal
Reliant regrets any inconvenience these proceed[redacted]s may have caused and we understand Ms. [redacted]’ concerns regard[redacted] the invoiced charges. As a courtesy, a Returned Payment Charge of $25.00, Disconnection Notice Fees total[redacted] $20.00, a Disconnection Recovery Fee of $25.00 and Late Payment Penalties total[redacted] $17.37 were credited to the account.
On May 18, 2015, Ms. [redacted] was contacted and provided a status of the account.
On June 22, 2015, a request was submitted to refund the credit balance of $3.66.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Crystal K[redacted]
Customer Support
713-488-5497
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
[redacted] is disputing...
the deposit request for her electric service account at [redacted]
History
On November 7, 2014, a correspondence was sent in error to [redacted] requesting a security deposit of $200.00, due to the guarantor discontinuing service with Reliant.
On November 15, 2014, [redacted] contacted Reliant disputing the security deposit request. The Reliant representative advised [redacted] that the letter was issued in error and to disregard the deposit request.
On December 20, 2014, [redacted] contacted Reliant disputing the security deposit request. She requested to speak with a supervisor and her call was transferred. The Reliant supervisor reviewed the account, and removed the security deposit from the account.
Resolution
[redacted]’ account with Reliant is closed and has a zero balance.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Crystal [redacted]
Customer Support
[redacted]