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. M[redacted] complaint against Reliant is concerning...
additional charges that were assessed to his final bill. Mr. M[redacted] states that he signed up on Reliant’s Average Billing Program. Mr. M[redacted] switched retail electric providers (REP) because Reliant did not service his new address and he was charged $270.00 on his final bill.
History
After researching this complaint, Reliant has concluded the following: Reliant has served Mr. M[redacted] at [redacted] #[redacted] since March 26, 2015. Mr. M[redacted]’s account has been enrolled in Reliant’s Average Billing Program since June 2015.
Invoices were sent to Mr. M[redacted] for the billing periods of July 15, 2015 through December 14, 2015 reflecting the account charges, Average Billing monthly amount and the Average Billing deferred Balance.
On December 23, 2015, Mr. M[redacted] contacted Reliant requesting to close his account effective January 4, 2016 and his request was processed.
On January 6, 2016, a final invoice for $424.23 was sent for the final billing period December 10, 2015 through January 4, 2015 with a Balance Due from (Average) Billing Plan of $278.38 and Current Charges of $145.85.
On January 6, 2015, Mr. M[redacted] contacted Reliant regarding his final invoiced charges and he was provided with a detailed explanation of the account balance.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr. M[redacted]’s concerns regarding the Average Billing dispute; however, Mr. M[redacted]’s account has been invoiced correctly based upon the terms and conditions disclosed in the Terns of Service and Reliant’s Average Billing Program. Reliant’s Average Billing Program which are attached for your reference. Reliant’s Average Billing Program provides customers a predictable amount of electricity each month. It does not reduce a customer’s overall energy expense. Average Billing is a billing option that adjusts the customer’s monthly payment, so charges are based on the average of the charges on the customer’s current and last 11 bills. As a result, the customer’s bills do not increase or decrease dramatically because of seasonal fluctuations in the amount of electric the customer uses. In the event the electric service account is closed the Average Billing option does not affect your obligation to pay for actual usage. At this time, no adjustments or credits are warranted.
We appreciate Mr. M[redacted]’s continued service with Reliant.
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] Rebuttal 3
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]. We appreciate Mr. [redacted]’s feedback concerning the processing of identification requests and have forwarded it for review. Enrollments are released once the Credit department verifies proof of identity for the customer. If the customer doesn't submit acceptable proof, the enrollment expires after 30 days.
If Mr. [redacted] experienced any billing issues related to the delay in the service being initiated for the service address of [redacted], we will submit a claims request on his behalf for review.
Reliant’s Response to Revdex.com Case [redacted] [redacted]
Reliant regrets any inconvenience these proceedings may have caused, and we understand [redacted] concerns regarding his reconnection dispute.
[redacted] issue has been referred to Claims to resolve [redacted] request for reimbursement of related fees due to the reconnection of service request. The Claims area has up to 45 days to resolve [redacted] request.
[redacted] has been advised that Claims is currently reviewing the 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.
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: 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]
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]. A review of Ms. [redacted]’s account confirmed that Reliant received a valid agreement her account on Reliant’s Secure 12 plan. Therefore, no adjustments are warranted at this time. Ms. [redacted]’s account was not assessed an Early Cancellation Fee for switching to an alternate price plan or retail electric provider. Reliant’s records do not reflect any prior conversation of enrollment on Reliant’s Predictable 12 plan. In review, Ms. [redacted]’s address is eligible to enroll on Reliant’s Predictable 12 plan and is currently listed at $260.00 per month on Reliant.com.
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
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 invoice...
for electric service at [redacted].
History
Reliant’s records reflect that Mr. [redacted]’s account became active on Reliant’s Average Billing Program effective August 27, 2013.
On September 25, 2013, an invoice for $131.00 was sent for the billing period of August 21, 2013 through September 20, 2013 with a Balance Forward of $101.10, an Average Billing Deferred Balance Adjustment credit of $101.10 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 $34.53.
On September 25, 2013, 2015, a payment for $131.00 was posted to the account.
Subsequent invoices sent from October 30, 2013 through November 21, 2014 provided Mr. [redacted] with his actual electricity charges, Average Billing amount and deferred balance.
On December 23, 2014, an invoice for $242.00 was sent for the billing period of November 19, 2014 through December 19, 2014 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 $426.00.
On January 10, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On January 14, 2015, a final invoice for $675.04 was sent for the billing period of December 19, 2014 through January 10, 2015 with Current Charges of $249.04 and Balance Due from Billing Plan for $426.00.
On February 3, 2015, a payment of $249.04 was posted to the account.
On February 18, 2015, a corrected final invoice for $426.00 was sent for the billing period of December 19, 2014 through January 10, 2015 with a Balance Forward credit amount of $249.04, Current Charges of $249.04 and Balance Due from Billing Plan for $426.00.
On March 22, 2015, a payment of $26.00 was posted to the account.
On March 25, 2015, a final notice for $400.00 was sent to Mr. [redacted] advising “that your final bill remains outstanding. To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due. You will NOT receive any further notices.”
On March 31, 2015, a payment of $400.00 was posted to the account.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of his account determined that Mr. [redacted] has been invoiced in accordance with the Average Billing Terms of Service. The invoiced charges are valid and no adjustments are warranted at this time. The account is currently reflecting a $0.00 balance.
Closed accounts are not eligible for payment arrangements. Mr. [redacted] 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 below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Bern [redacted]
Customer Support
###-###-####
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
[redacted] is disputing...
the account balance for electric service at [redacted].
History
On July 25, 2014, an invoice for $181.57 with a due date of August 11, 2014 was sent for the billing period of June 23, 2014 through July 23, 2014 with Total Current Electricity charges of 181.57.
On August 8, 2014, Reliant processed a request to enroll [redacted]’s account on the retro average billing program which had been submitted through his online account management (OAM) at Reliant.com. As a result, [redacted]’s was able to pay an initial monthly amount of $37.00 in lieu of his July 25, 2014 invoiced amount.
On August 25, 2014, an invoice for $102.85 with a due date of September 10, 2014 was sent for the billing period of July 23, 2014 through August 21, 2014 with a Balance Forward of $181.57, a Current Average Billing Amount of $64.00, an Average Billing Deferred Balance Adjustment credit of $144.57, and a Late Payment Penalty of $1.85. This invoice also states "After payment of your monthly Total Due, your Deferred Balance will be $267.36".
Subsequent invoices sent from September 24, 2014 through March 24, 2015 provided [redacted] with his actual electricity charges, Average Billing amount and deferred balance.
On April 6, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On April 8, 2015, a final invoice for $1,197.86 with a due date of April 28, 2015 was sent for the billing period of March 20, 2015 through April 6, 2015 with a Balance Forward: Electricity of $790.80, a Balance Forward: Non-Electricity of $3.00, Current Charges of $79.72, and Balance Due from Billing Plan for $1,124.34.
On April 28, 2015, [redacted] contacted Reliant to dispute the final billed amount for the account. The Reliant representative advised that the final balance was a result of the accrued usage for the account while active on the average billing option.
On May 14, 2015, a final notice for $1,994.86 was sent to [redacted] advising “that your final bill remains outstanding. To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due. You will NOT receive any further notices.”
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted] however, the account has been invoiced correctly based upon the terms and conditions of Reliant's Average Billing program and in accordance with the terms of service. [redacted]'s account balance is correct and no adjustments are warranted.
On July 22, 2015, a Reliant representative contacted [redacted] and provided him with an explanation of his invoicing and advised that statements reflecting the accumulation of the balance while active on the average billing option would be sent for review.
Payment arrangements are available upon request.
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 not receiving...
American Airlines awards miles for electric service at 2010 Magnolia Crest [redacted]e.
History
On June 20, 2015, Ms. [redacted] completed an online enrollment and agreed to switch her electric service effective the next scheduled meter read date. Ms. [redacted] agreed to enroll in Reliant's Secure - 24 P[redacted] with MileagePlus Miles. This p[redacted] offers an energy charge of 7.9¢ per kWh, CenterPoint Energy Delivery Charges of $5.67 per month and 3.7256¢ per kWh and a base charge of $0.00 per billing cycle. The term of this p[redacted] is 24 months and it has a $295.00 early cancellation fee. This p[redacted] includes a sign up incentive of 15,000 American Airlines miles and 500 additional American Airlines miles for each billing cycle that Ms. [redacted] completed with Reliant. For the full term of the p[redacted], the total incentive would be 27,000 American Airlines miles. Ms. [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the email as of June 21, 2015.
On August 4, 2015, an email was received from Ms. [redacted] inquiring on the time frame for the deposit of award miles to the account. A reply was sent advising that the miles would be awarded 8-10 weeks after the start of service.
On August 18, 2015, an email was received from Ms. [redacted] inquiring on the time frame for the deposit of award miles to the account. A reply was sent advising that the time frame to award the miles was still within the 8-10 weeks required after the start of service.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms. [redacted]'s concerns regarding the award miles. A request has been processed to have the AA reward miles research and if the requirements have been satisfied, will be awarded to Ms. [redacted]’s [redacted] account. Once a response is received, Ms. [redacted] will be contacted and advised of the results from the research.
On August 31, 2015, a Reliant representative contacted Ms. [redacted] to advise of the steps being taken to resolve the issue and stated that a follow-up call will be made once the resolution from the research has been concluded.
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
713-488-5061
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
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 invoiced usage at [redacted]
History
On March 11, 2013, Reliant’s records reflect that [redacted]’ account was enrolled on Reliant’s eBill notification program and subsequent invoices were emailed to [redacted]
On July 31, 2014, an invoice for $439.82 was sent for the billing period of June 26, 2014 through July 28, 2014 with a Balance Forward of $194.00, Current Charges of $226.12, Disconnect Notice Fee of $10.00 and Late Payment Penalty of $9.70.
Later on July 31, 2014, a one-time card payment of $194.00 was processed through Reliant’s online account management (OAM) tool.
On August 25, 2014, a disconnection notice for 245.82 was sent due by September 4, 2014.
On August 29, 2014, an invoice for $404.82 was sent for the billing period of July 28, 2014 through August 26, 2014 with a Balance Forward of $245.82, Current Charges of $ 137.19, Disconnect Notice Fee of $10.00 and Late Payment Penalty of $11.81.
Payment was not received by the September 4, 2014 disconnection notice due date; therefore, on September 10, 2014, a disconnect request was sent to CenterPoint Energy (CNP).
On September 11, 2014, a one-time bank draft payment for $245.82 was processed through Reliant’s OAM tool. At that time, a reconnection request was sent to CNP.
Later on September 11, 2014, [redacted] contacted Reliant to dispute the invoiced usage. She requested to speak with a supervisor and her call was transferred. The Reliant supervisor submitted a request to CNP to confirm [redacted]’ usage and accuracy of the meter.
On September 17, 2014, Reliant received notification that the payment for $245.82 was not honored by [redacted]’ financial institution. At that time, a $25.00 NSF fee was assessed to [redacted]’ account. Correspondence advising [redacted] of the returned payment was sent on September 17, 2014.
On September 19, 2014, Reliant received notification from CNP that the meter test was accurate and that no adjustments were needed. Correspondence was sent to [redacted] to advise her of the meter test results on September 29, 2014.
On September 30, 2014, an invoice for $551.64 was sent for the billing period of August 26, 2014 through September 25, 2014 with a Balance Forward of $159.00, Current Charges of $89.46, Returned Payment of $245.82, Returned Payment Charge of $25.00, Disconnect Recovery Charge of $25.00 and a Late Payment Penalty of $7.36. ...⇄
Payment was not received to satisfy the returned payment of $245.82; therefore, on October 14, 2014, a disconnect request was sent to CNP.
On October 21, 2014, [redacted] contacted Reliant and processed payment of $245.82. At that time, a reconnection request was sent to CNP.
On October 23, 2014, a Disconnection Notice for $305.82 was sent due by November 3, 2014.
On October 29, 2014, an invoice for $388.14 was sent for the billing period of September 25, 2014 through October 24, 2014 with a Balance Forward of $305.82, Current Charges of $59.40, Service Processing Fee of $5.95, Disconnect Notice Fee of $10.00 and a Late Payment Penalty of $6.97.
Payment was not received by the November 4, 2014 disconnection notice due date; therefore, on November 5, 2014, a disconnect request was sent to CNP.
On November 12, 2014, a payment of $388.14 was processed through Reliant’s Interactive Voice Response (IVR) system. At that time, a reconnection request was sent to CNP.
Later on November 12, 2014, [redacted] contacted Reliant to confirm her payment of $388.14, a status of the reconnection of the electric service and the meter test results. The Reliant representative confirmed [redacted]’ payment of $388.14 and advised that a reconnect request was submitted to CNP. Additionally, the Reliant representative advised [redacted] of the results of the meter test and that no adjustments or credits are warranted.
On November 21, 2014, [redacted] contacted Reliant to dispute the invoiced usage; she requested a credit of $388.14 and to speak with a Reliant supervisor. At that time, the call was transferred. The Reliant supervisor reviewed the account and the previous contacts and advised [redacted] that account records do not reflect that a credit of $388.14 is warranted and provided the results of the meter test information from CNP. As a courtesy, the Reliant supervisor credited a Disconnect Recovery Charge of $25.00, Disconnect Notice fee of $10.00 and a Late Payment Penalty of $6.97.
On December 1, 2014, an invoice for $19.19 was sent with Current Charges of $36.16, Disconnect Recovery Charge of $25.00, Credit for Disconnect Recovery Charge of $25.00, Credit for Disconnect Notice Fee of $10.00 and Late Payment Penalty Adjustment of $6.97.
On December 4, 2014, [redacted] contacted Reliant and requested to move-out the electric service effective December 4, 2014. At that time, her request was processed.
On December 8, 2014, a final invoice for $30.65 was sent for the final billing period of November 24, 2014 through December 4, 2014 was sent with a Balance Forward of $19.19 and Current Charges of $11.46.
On January 14, 2015, [redacted] contacted Reliant with her financial institution to dispute the payment of $388.14 processed on November 12, 2014, stating that she was advised on November 12, 2014 that she will receive a credit of $388.14. The Reliant representative advised [redacted] that she contacted Reliant On November 12, 2014 and processed a payment of $388.14 through Reliant’s Interactive Voice Response (IVR) system and no credits were warranted at that time.
On January 21, 2015, [redacted] contacted a Reliant representative and processed a payment of $30.65.
On February 17, 2015, Reliant received notification that the payment for $388.14 was not honored by [redacted]’ financial institution. At that time, a $25.00 NSF fee was assessed to [redacted]’ account.
On March 9, 2015, a Final Notice for $413.14 was sent to [redacted] advising “that your final bill remains outstanding. To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due. You will NOT receive any further notices.”
On March 24, 2015, [redacted] contacted Reliant to dispute the final notice. She stated that a Reliant representative advised her that she will receive a credit for the $413.14 balance. The Reliant representative reviewed the account and advised [redacted] that account records do not reflect that a
credit of $413.14 is warranted and provided the results of the meter test information from CNP.
On March 25, 2015, [redacted] contacted a Reliant web chat representative and requested an explanation of her account balance. The Reliant representative advised [redacted] that Reliant received notification that the payment for $388.14 was not honored by her financial institution and a $25.00 NSF fee was assessed to the account.
On March 26, 2015, a Reliant representative contacted [redacted] regarding her dispute. [redacted] advised that she requested a stop-payment on the payment of $388.14 and stated that she is disputing the invoiced charges. The Reliant representative advised [redacted] that her account is being reviewed.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand [redacted]’ concerns regarding the usage dispute; however, [redacted]’ account has been invoiced based on meter information provided by CNP and in accordance with her Terms of Service.
As a courtesy, Late Fees totaling $19.17, Disconnect Recovery Fees totaling $50.00, a Service Processing Fee of $5.95 and a Disconnect Notice Fee of $10.00 was credited to the account.
[redacted]’ account is closed with an outstanding balance of $328.02.
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
[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
Ms. [redacted] disputes...
invoiced charges for the electric service account at [redacted].
History
On December 4, 2014, an invoice for 130.64 was sent for the bill[redacted] period of October 29, 2014 through December 1, 2014 with a Balance Forward of $30.45 and Current Charges of $100.19.
On December 23, 2014, a one-time bank draft payment for $130.64 was processed via Ms. [redacted]’ Online Account Management (OAM).
On December 29, 2014, Reliant received notification that the payment of $130.64 was returned by Ms. [redacted]’ financial institution and a $25.00 returned payment charge was applied to her account.
On January 5, 2015, a disconnection notice was sent for $130.64 due by January 15, 2015.
On January 7, 2015, an invoice for $289.43 was sent for the bill[redacted] period of December 1, 2014 through January 2, 2015 with a Returned Payment of $130.64, Returned Payment Charge of $25.00, Disconnect Notice Fee of $10.00, Late Payment Penalties total[redacted] $6.53 and Current Charges of $117.26
On January 13, 2015, Ms. [redacted] contacted a Reliant representative and processed a card payment of $130.64.
On January 29, 2015, a disconnection notice was sent for $158.79 due by February 9, 2015.
On February 5, 2015, an invoice for 326.54 was sent for the bill[redacted] period of January 2, 2015 through February 2, 2015 with a Balance Forward of $158.79, Disconnect Notice Fee of $10.00, Late Payment Penalty of $7.61 and Current Charges of $150.14.
Later on February 5, 2015, a card payment of $158.79 was processed via Reliant’s Interactive Voice System (IVR).
On February 23, 2015, a one-time bank draft payment for $160.14 was processed via Ms. [redacted]’ Online Account Management (OAM).
On February 26, 2015, Reliant received notification that the payment of $160.14 was returned by Ms. [redacted]’ financial institution and a $25.00 returned payment charge was applied to her account.
From March 29, 2015 through April 2, 2015, Reliant received multiple calls from Ms. [redacted] request[redacted] an explanation of her invoiced charges and disput[redacted] the returned payment charges. The 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, 2015 payment of $160.14 was returned from her financial institution due to an incorrect bank account number entered online. As a courtesy, the Returned Payment Charge of $25.00 was credited to the account.
Resolution
Reliant regrets any inconvenience these proceed[redacted]s may have caused. A review of Ms. [redacted]’ account determined that the payments posted on December 23, 2014 and February 5, 2015were returned from her financial institution due to an incorrect bank account number entered online.
As a courtesy, a Returned Payment Charge of $25.00, Disconnection Notice Fees total[redacted] $20.00, a Disconnection Recovery Fee of $25.00 and Late Payment Penalties total[redacted] $17.37 were credited 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.
Reliant apologizes for any inconvenience or miscommunication these proceedings may have caused Ms. [redacted]. Ms. [redacted]’s account is currently under review and she will be contacted once investigation is complete.
We appreciate Ms. [redacted]’s continued service with Reliant.
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
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.
Mr. [redacted] called me today and basically blamed everything on [redacted] delivery charges..... He said he contacted them and the readings were correct. When I told him that my family and myself were gone for a week for Christmas and turned the thermostat way down while we were gone, he had nothing to say. Even after I offered to submit proof of airline tickets. He was very curt and refused to admit that the readings could be wrong. I believe an investigation needs to be performed regarding this matter. Mr. [redacted] spent all of two minutes with me on the phone and told me that he was going to respond to you immediately. His mind was already made up. Unless he types one hundred words per minute, his rebuttal was already prepared before he reached out to me. This is our second winter in this apartment and our bill has never been this high. I have previously owned a home and have never had a bill this high. Again, Revdex.com, I am asking for an investigation into this bill. Also, for a company to care so much about it's reputation, Mr. [redacted] showed no empathy during our conversation today. He offered no compromise and/or solutions. Basically, his hands are tied which I do not believe they are.
Regards,
Ms. [redacted]
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal
Reliant regrets any inconvenience these proceedings may have caused and we understand Ms. [redacted]’s concerns regarding the awards miles for the p[redacted].
On September 4, 2015, a confirmation email was received advising that the disputed miles would appear on Ms. [redacted]’s American Airlines account within 7-14 business days.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m.
Bern H[redacted]
Customer Support
713-488-5061
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms. [redacted]’s concerns. A response has not been received from [redacted] at this time to verify the accuracy of the meter reading in dispute from June 30, 2014 to June 29, 2015. A secondary request has been sent to [redacted] to confirm the meter readings submitted. [redacted]’s records do not indicate that the meter was replaced for the residence. Ms. [redacted] will be contacted once a response is received from [redacted] concerning the dispute.
For any additional questions about this concern, please contact me at [redacted]. I am available Monday through Friday from 8:00 a.m. to 5:00 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...
invoiced charges for the electric service account at [redacted].
History
On [redacted], Reliant received notification that the electric service account at [redacted] was being switched to another retail electric provider (REP) effective [redacted] resulting in the closure of [redacted]’ account.
On [redacted], a final invoice for $888.12 was sent for the billing period of [redacted] to [redacted] with a balance forward: Electricity of $167.84, a balance forward: Non-Electricity of $68.94, Current Charges of $402.00, and Balance Due from Billing Plan for $249.34
On [redacted] was contacted by a Reliant agent to verify if the switch request was valid. [redacted] stated that the switch was not requested. The Reliant agent entered a request to reinstate [redacted] electric service back to Reliant. [redacted] was advised to allow 7-21 days for the research to be completed.
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted]. The customer’s account has been reinstated back to Reliant to the date of loss on [redacted]. The early cancellation fee and the deposit request for the account were waived in order to complete the reinstatement of service. A payment arrangement was set up for the total balance on the account and the average billing option was placed back to the account.
On [redacted], a Reliant agent contacted [redacted] to advise of the corrections placed to the account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[A default letter is provided here which indicates your...
acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal
Reliant regrets any inconvenience these proceedings may have caused and we understand [redacted]’s concerns regarding the price plan.
A review of his account determined that [redacted] was properly notified of product and variable pricing on his contract expiration notice, as well as on all of his monthly invoices and we have honored the terms of his agreement. As a result, no refunds or credit adjustments are warranted at this time. [redacted]’s account charges have been thoroughly reviewed and his billed rate and charges are correct. As in the past, at any time [redacted] could have contacted Reliant for more information in regards to our fixed rate products that would offer more price stability or a lower priced rate plan that may have been available to him.
We have attached the contract expiration notice (CEN) as reference.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Only two calls were made, this first agent did not leave a call back number the second call was just literally placed on today. I work overnight so I was planning on contacting them on tommorrow being that a call back number was left, I appreciate them removing the charges.
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. M[redacted] complaint against Reliant is concerning...
additional charges that were assessed to his final bill. Mr. M[redacted] states that he signed up on Reliant’s Average Billing Program. Mr. M[redacted] switched retail electric providers (REP) because Reliant did not service his new address and he was charged $270.00 on his final bill.
History
After researching this complaint, Reliant has concluded the following: Reliant has served Mr. M[redacted] at [redacted] #[redacted] since March 26, 2015. Mr. M[redacted]’s account has been enrolled in Reliant’s Average Billing Program since June 2015.
Invoices were sent to Mr. M[redacted] for the billing periods of July 15, 2015 through December 14, 2015 reflecting the account charges, Average Billing monthly amount and the Average Billing deferred Balance.
On December 23, 2015, Mr. M[redacted] contacted Reliant requesting to close his account effective January 4, 2016 and his request was processed.
On January 6, 2016, a final invoice for $424.23 was sent for the final billing period December 10, 2015 through January 4, 2015 with a Balance Due from (Average) Billing Plan of $278.38 and Current Charges of $145.85.
On January 6, 2015, Mr. M[redacted] contacted Reliant regarding his final invoiced charges and he was provided with a detailed explanation of the account balance.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr. M[redacted]’s concerns regarding the Average Billing dispute; however, Mr. M[redacted]’s account has been invoiced correctly based upon the terms and conditions disclosed in the Terns of Service and Reliant’s Average Billing Program. Reliant’s Average Billing Program which are attached for your reference. Reliant’s Average Billing Program provides customers a predictable amount of electricity each month. It does not reduce a customer’s overall energy expense. Average Billing is a billing option that adjusts the customer’s monthly payment, so charges are based on the average of the charges on the customer’s current and last 11 bills. As a result, the customer’s bills do not increase or decrease dramatically because of seasonal fluctuations in the amount of electric the customer uses. In the event the electric service account is closed the Average Billing option does not affect your obligation to pay for actual usage. At this time, no adjustments or credits are warranted.
We appreciate Mr. M[redacted]’s continued service with Reliant.
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] Rebuttal 3
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]. We appreciate Mr. [redacted]’s feedback concerning the processing of identification requests and have forwarded it for review. Enrollments are released once the Credit department verifies proof of identity for the customer. If the customer doesn't submit acceptable proof, the enrollment expires after 30 days.
If Mr. [redacted] experienced any billing issues related to the delay in the service being initiated for the service address of [redacted], we will submit a claims request on his behalf for review.
Reliant’s Response to Revdex.com Case [redacted] [redacted]
Reliant regrets any inconvenience these proceedings may have caused, and we understand [redacted] concerns regarding his reconnection dispute.
[redacted] issue has been referred to Claims to resolve [redacted] request for reimbursement of related fees due to the reconnection of service request. The Claims area has up to 45 days to resolve [redacted] request.
[redacted] has been advised that Claims is currently reviewing the 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.
[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: 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]
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]. A review of Ms. [redacted]’s account confirmed that Reliant received a valid agreement her account on Reliant’s Secure 12 plan. Therefore, no adjustments are warranted at this time. Ms. [redacted]’s account was not assessed an Early Cancellation Fee for switching to an alternate price plan or retail electric provider. Reliant’s records do not reflect any prior conversation of enrollment on Reliant’s Predictable 12 plan. In review, Ms. [redacted]’s address is eligible to enroll on Reliant’s Predictable 12 plan and is currently listed at $260.00 per month on Reliant.com.
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
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 invoice...
for electric service at [redacted].
History
Reliant’s records reflect that Mr. [redacted]’s account became active on Reliant’s Average Billing Program effective August 27, 2013.
On September 25, 2013, an invoice for $131.00 was sent for the billing period of August 21, 2013 through September 20, 2013 with a Balance Forward of $101.10, an Average Billing Deferred Balance Adjustment credit of $101.10 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 $34.53.
On September 25, 2013, 2015, a payment for $131.00 was posted to the account.
Subsequent invoices sent from October 30, 2013 through November 21, 2014 provided Mr. [redacted] with his actual electricity charges, Average Billing amount and deferred balance.
On December 23, 2014, an invoice for $242.00 was sent for the billing period of November 19, 2014 through December 19, 2014 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 $426.00.
On January 10, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On January 14, 2015, a final invoice for $675.04 was sent for the billing period of December 19, 2014 through January 10, 2015 with Current Charges of $249.04 and Balance Due from Billing Plan for $426.00.
On February 3, 2015, a payment of $249.04 was posted to the account.
On February 18, 2015, a corrected final invoice for $426.00 was sent for the billing period of December 19, 2014 through January 10, 2015 with a Balance Forward credit amount of $249.04, Current Charges of $249.04 and Balance Due from Billing Plan for $426.00.
On March 22, 2015, a payment of $26.00 was posted to the account.
On March 25, 2015, a final notice for $400.00 was sent to Mr. [redacted] advising “that your final bill remains outstanding. To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due. You will NOT receive any further notices.”
On March 31, 2015, a payment of $400.00 was posted to the account.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of his account determined that Mr. [redacted] has been invoiced in accordance with the Average Billing Terms of Service. The invoiced charges are valid and no adjustments are warranted at this time. The account is currently reflecting a $0.00 balance.
Closed accounts are not eligible for payment arrangements. Mr. [redacted] 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 below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Bern [redacted]
Customer Support
###-###-####
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
[redacted] is disputing...
the account balance for electric service at [redacted].
History
On July 25, 2014, an invoice for $181.57 with a due date of August 11, 2014 was sent for the billing period of June 23, 2014 through July 23, 2014 with Total Current Electricity charges of 181.57.
On August 8, 2014, Reliant processed a request to enroll [redacted]’s account on the retro average billing program which had been submitted through his online account management (OAM) at Reliant.com. As a result, [redacted]’s was able to pay an initial monthly amount of $37.00 in lieu of his July 25, 2014 invoiced amount.
On August 25, 2014, an invoice for $102.85 with a due date of September 10, 2014 was sent for the billing period of July 23, 2014 through August 21, 2014 with a Balance Forward of $181.57, a Current Average Billing Amount of $64.00, an Average Billing Deferred Balance Adjustment credit of $144.57, and a Late Payment Penalty of $1.85. This invoice also states "After payment of your monthly Total Due, your Deferred Balance will be $267.36".
Subsequent invoices sent from September 24, 2014 through March 24, 2015 provided [redacted] with his actual electricity charges, Average Billing amount and deferred balance.
On April 6, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On April 8, 2015, a final invoice for $1,197.86 with a due date of April 28, 2015 was sent for the billing period of March 20, 2015 through April 6, 2015 with a Balance Forward: Electricity of $790.80, a Balance Forward: Non-Electricity of $3.00, Current Charges of $79.72, and Balance Due from Billing Plan for $1,124.34.
On April 28, 2015, [redacted] contacted Reliant to dispute the final billed amount for the account. The Reliant representative advised that the final balance was a result of the accrued usage for the account while active on the average billing option.
On May 14, 2015, a final notice for $1,994.86 was sent to [redacted] advising “that your final bill remains outstanding. To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due. You will NOT receive any further notices.”
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted] however, the account has been invoiced correctly based upon the terms and conditions of Reliant's Average Billing program and in accordance with the terms of service. [redacted]'s account balance is correct and no adjustments are warranted.
On July 22, 2015, a Reliant representative contacted [redacted] and provided him with an explanation of his invoicing and advised that statements reflecting the accumulation of the balance while active on the average billing option would be sent for review.
Payment arrangements are available upon request.
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
Ms. [redacted] is disputing not receiving...
American Airlines awards miles for electric service at 2010 Magnolia Crest [redacted]e.
History
On June 20, 2015, Ms. [redacted] completed an online enrollment and agreed to switch her electric service effective the next scheduled meter read date. Ms. [redacted] agreed to enroll in Reliant's Secure - 24 P[redacted] with MileagePlus Miles. This p[redacted] offers an energy charge of 7.9¢ per kWh, CenterPoint Energy Delivery Charges of $5.67 per month and 3.7256¢ per kWh and a base charge of $0.00 per billing cycle. The term of this p[redacted] is 24 months and it has a $295.00 early cancellation fee. This p[redacted] includes a sign up incentive of 15,000 American Airlines miles and 500 additional American Airlines miles for each billing cycle that Ms. [redacted] completed with Reliant. For the full term of the p[redacted], the total incentive would be 27,000 American Airlines miles. Ms. [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the email as of June 21, 2015.
On August 4, 2015, an email was received from Ms. [redacted] inquiring on the time frame for the deposit of award miles to the account. A reply was sent advising that the miles would be awarded 8-10 weeks after the start of service.
On August 18, 2015, an email was received from Ms. [redacted] inquiring on the time frame for the deposit of award miles to the account. A reply was sent advising that the time frame to award the miles was still within the 8-10 weeks required after the start of service.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms. [redacted]'s concerns regarding the award miles. A request has been processed to have the AA reward miles research and if the requirements have been satisfied, will be awarded to Ms. [redacted]’s [redacted] account. Once a response is received, Ms. [redacted] will be contacted and advised of the results from the research.
On August 31, 2015, a Reliant representative contacted Ms. [redacted] to advise of the steps being taken to resolve the issue and stated that a follow-up call will be made once the resolution from the research has been concluded.
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
713-488-5061
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
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 invoiced usage at [redacted]
History
On March 11, 2013, Reliant’s records reflect that [redacted]’ account was enrolled on Reliant’s eBill notification program and subsequent invoices were emailed to [redacted]
On July 31, 2014, an invoice for $439.82 was sent for the billing period of June 26, 2014 through July 28, 2014 with a Balance Forward of $194.00, Current Charges of $226.12, Disconnect Notice Fee of $10.00 and Late Payment Penalty of $9.70.
Later on July 31, 2014, a one-time card payment of $194.00 was processed through Reliant’s online account management (OAM) tool.
On August 25, 2014, a disconnection notice for 245.82 was sent due by September 4, 2014.
On August 29, 2014, an invoice for $404.82 was sent for the billing period of July 28, 2014 through August 26, 2014 with a Balance Forward of $245.82, Current Charges of $ 137.19, Disconnect Notice Fee of $10.00 and Late Payment Penalty of $11.81.
Payment was not received by the September 4, 2014 disconnection notice due date; therefore, on September 10, 2014, a disconnect request was sent to CenterPoint Energy (CNP).
On September 11, 2014, a one-time bank draft payment for $245.82 was processed through Reliant’s OAM tool. At that time, a reconnection request was sent to CNP.
Later on September 11, 2014, [redacted] contacted Reliant to dispute the invoiced usage. She requested to speak with a supervisor and her call was transferred. The Reliant supervisor submitted a request to CNP to confirm [redacted]’ usage and accuracy of the meter.
On September 17, 2014, Reliant received notification that the payment for $245.82 was not honored by [redacted]’ financial institution. At that time, a $25.00 NSF fee was assessed to [redacted]’ account. Correspondence advising [redacted] of the returned payment was sent on September 17, 2014.
On September 19, 2014, Reliant received notification from CNP that the meter test was accurate and that no adjustments were needed. Correspondence was sent to [redacted] to advise her of the meter test results on September 29, 2014.
On September 30, 2014, an invoice for $551.64 was sent for the billing period of August 26, 2014 through September 25, 2014 with a Balance Forward of $159.00, Current Charges of $89.46, Returned Payment of $245.82, Returned Payment Charge of $25.00, Disconnect Recovery Charge of $25.00 and a Late Payment Penalty of $7.36.
...⇄
Payment was not received to satisfy the returned payment of $245.82; therefore, on October 14, 2014, a disconnect request was sent to CNP.
On October 21, 2014, [redacted] contacted Reliant and processed payment of $245.82. At that time, a reconnection request was sent to CNP.
On October 23, 2014, a Disconnection Notice for $305.82 was sent due by November 3, 2014.
On October 29, 2014, an invoice for $388.14 was sent for the billing period of September 25, 2014 through October 24, 2014 with a Balance Forward of $305.82, Current Charges of $59.40, Service Processing Fee of $5.95, Disconnect Notice Fee of $10.00 and a Late Payment Penalty of $6.97.
Payment was not received by the November 4, 2014 disconnection notice due date; therefore, on November 5, 2014, a disconnect request was sent to CNP.
On November 12, 2014, a payment of $388.14 was processed through Reliant’s Interactive Voice Response (IVR) system. At that time, a reconnection request was sent to CNP.
Later on November 12, 2014, [redacted] contacted Reliant to confirm her payment of $388.14, a status of the reconnection of the electric service and the meter test results. The Reliant representative confirmed [redacted]’ payment of $388.14 and advised that a reconnect request was submitted to CNP. Additionally, the Reliant representative advised [redacted] of the results of the meter test and that no adjustments or credits are warranted.
On November 21, 2014, [redacted] contacted Reliant to dispute the invoiced usage; she requested a credit of $388.14 and to speak with a Reliant supervisor. At that time, the call was transferred. The Reliant supervisor reviewed the account and the previous contacts and advised [redacted] that account records do not reflect that a credit of $388.14 is warranted and provided the results of the meter test information from CNP. As a courtesy, the Reliant supervisor credited a Disconnect Recovery Charge of $25.00, Disconnect Notice fee of $10.00 and a Late Payment Penalty of $6.97.
On December 1, 2014, an invoice for $19.19 was sent with Current Charges of $36.16, Disconnect Recovery Charge of $25.00, Credit for Disconnect Recovery Charge of $25.00, Credit for Disconnect Notice Fee of $10.00 and Late Payment Penalty Adjustment of $6.97.
On December 4, 2014, [redacted] contacted Reliant and requested to move-out the electric service effective December 4, 2014. At that time, her request was processed.
On December 8, 2014, a final invoice for $30.65 was sent for the final billing period of November 24, 2014 through December 4, 2014 was sent with a Balance Forward of $19.19 and Current Charges of $11.46.
On January 14, 2015, [redacted] contacted Reliant with her financial institution to dispute the payment of $388.14 processed on November 12, 2014, stating that she was advised on November 12, 2014 that she will receive a credit of $388.14. The Reliant representative advised [redacted] that she contacted Reliant On November 12, 2014 and processed a payment of $388.14 through Reliant’s Interactive Voice Response (IVR) system and no credits were warranted at that time.
On January 21, 2015, [redacted] contacted a Reliant representative and processed a payment of $30.65.
On February 17, 2015, Reliant received notification that the payment for $388.14 was not honored by [redacted]’ financial institution. At that time, a $25.00 NSF fee was assessed to [redacted]’ account.
On March 9, 2015, a Final Notice for $413.14 was sent to [redacted] advising “that your final bill remains outstanding. To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due. You will NOT receive any further notices.”
On March 24, 2015, [redacted] contacted Reliant to dispute the final notice. She stated that a Reliant representative advised her that she will receive a credit for the $413.14 balance. The Reliant representative reviewed the account and advised [redacted] that account records do not reflect that a
credit of $413.14 is warranted and provided the results of the meter test information from CNP.
On March 25, 2015, [redacted] contacted a Reliant web chat representative and requested an explanation of her account balance. The Reliant representative advised [redacted] that Reliant received notification that the payment for $388.14 was not honored by her financial institution and a $25.00 NSF fee was assessed to the account.
On March 26, 2015, a Reliant representative contacted [redacted] regarding her dispute. [redacted] advised that she requested a stop-payment on the payment of $388.14 and stated that she is disputing the invoiced charges. The Reliant representative advised [redacted] that her account is being reviewed.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand [redacted]’ concerns regarding the usage dispute; however, [redacted]’ account has been invoiced based on meter information provided by CNP and in accordance with her Terms of Service.
As a courtesy, Late Fees totaling $19.17, Disconnect Recovery Fees totaling $50.00, a Service Processing Fee of $5.95 and a Disconnect Notice Fee of $10.00 was credited to the account.
[redacted]’ account is closed with an outstanding balance of $328.02.
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
[redacted]
Reliant’s Response to Revdex.com Case # 10558459
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
Ms. [redacted] disputes...
invoiced charges for the electric service account at [redacted].
History
On December 4, 2014, an invoice for 130.64 was sent for the bill[redacted] period of October 29, 2014 through December 1, 2014 with a Balance Forward of $30.45 and Current Charges of $100.19.
On December 23, 2014, a one-time bank draft payment for $130.64 was processed via Ms. [redacted]’ Online Account Management (OAM).
On December 29, 2014, Reliant received notification that the payment of $130.64 was returned by Ms. [redacted]’ financial institution and a $25.00 returned payment charge was applied to her account.
On January 5, 2015, a disconnection notice was sent for $130.64 due by January 15, 2015.
On January 7, 2015, an invoice for $289.43 was sent for the bill[redacted] period of December 1, 2014 through January 2, 2015 with a Returned Payment of $130.64, Returned Payment Charge of $25.00, Disconnect Notice Fee of $10.00, Late Payment Penalties total[redacted] $6.53 and Current Charges of $117.26
On January 13, 2015, Ms. [redacted] contacted a Reliant representative and processed a card payment of $130.64.
On January 29, 2015, a disconnection notice was sent for $158.79 due by February 9, 2015.
On February 5, 2015, an invoice for 326.54 was sent for the bill[redacted] period of January 2, 2015 through February 2, 2015 with a Balance Forward of $158.79, Disconnect Notice Fee of $10.00, Late Payment Penalty of $7.61 and Current Charges of $150.14.
Later on February 5, 2015, a card payment of $158.79 was processed via Reliant’s Interactive Voice System (IVR).
On February 23, 2015, a one-time bank draft payment for $160.14 was processed via Ms. [redacted]’ Online Account Management (OAM).
On February 26, 2015, Reliant received notification that the payment of $160.14 was returned by Ms. [redacted]’ financial institution and a $25.00 returned payment charge was applied to her account.
From March 29, 2015 through April 2, 2015, Reliant received multiple calls from Ms. [redacted] request[redacted] an explanation of her invoiced charges and disput[redacted] the returned payment charges. The 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, 2015 payment of $160.14 was returned from her financial institution due to an incorrect bank account number entered online. As a courtesy, the Returned Payment Charge of $25.00 was credited to the account.
Resolution
Reliant regrets any inconvenience these proceed[redacted]s may have caused. A review of Ms. [redacted]’ account determined that the payments posted on December 23, 2014 and February 5, 2015were returned from her financial institution due to an incorrect bank account number entered online.
As a courtesy, a Returned Payment Charge of $25.00, Disconnection Notice Fees total[redacted] $20.00, a Disconnection Recovery Fee of $25.00 and Late Payment Penalties total[redacted] $17.37 were credited 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.
Crystal K[redacted]
Customer Support
713-488-5497
Reliant apologizes for any inconvenience or miscommunication these proceedings may have caused Ms. [redacted]. Ms. [redacted]’s account is currently under review and she will be contacted once investigation is complete.
We appreciate Ms. [redacted]’s continued service with Reliant.
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
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.
Mr. [redacted] called me today and basically blamed everything on [redacted] delivery charges..... He said he contacted them and the readings were correct. When I told him that my family and myself were gone for a week for Christmas and turned the thermostat way down while we were gone, he had nothing to say. Even after I offered to submit proof of airline tickets. He was very curt and refused to admit that the readings could be wrong. I believe an investigation needs to be performed regarding this matter. Mr. [redacted] spent all of two minutes with me on the phone and told me that he was going to respond to you immediately. His mind was already made up. Unless he types one hundred words per minute, his rebuttal was already prepared before he reached out to me. This is our second winter in this apartment and our bill has never been this high. I have previously owned a home and have never had a bill this high. Again, Revdex.com, I am asking for an investigation into this bill. Also, for a company to care so much about it's reputation, Mr. [redacted] showed no empathy during our conversation today. He offered no compromise and/or solutions. Basically, his hands are tied which I do not believe they are.
Regards,
Ms. [redacted]
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal
Reliant regrets any inconvenience these proceedings may have caused and we understand Ms. [redacted]’s concerns regarding the awards miles for the p[redacted].
On September 4, 2015, a confirmation email was received advising that the disputed miles would appear on Ms. [redacted]’s American Airlines account within 7-14 business days.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m.
Bern H[redacted]
Customer Support
713-488-5061
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms. [redacted]’s concerns. A response has not been received from [redacted] at this time to verify the accuracy of the meter reading in dispute from June 30, 2014 to June 29, 2015. A secondary request has been sent to [redacted] to confirm the meter readings submitted. [redacted]’s records do not indicate that the meter was replaced for the residence. Ms. [redacted] will be contacted once a response is received from [redacted] concerning the dispute.
For any additional questions about this concern, please contact me at [redacted]. I am available Monday through Friday from 8:00 a.m. to 5:00 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...
invoiced charges for the electric service account at [redacted].
History
On [redacted], Reliant received notification that the electric service account at [redacted] was being switched to another retail electric provider (REP) effective [redacted] resulting in the closure of [redacted]’ account.
On [redacted], a final invoice for $888.12 was sent for the billing period of [redacted] to [redacted] with a balance forward: Electricity of $167.84, a balance forward: Non-Electricity of $68.94, Current Charges of $402.00, and Balance Due from Billing Plan for $249.34
On [redacted] was contacted by a Reliant agent to verify if the switch request was valid. [redacted] stated that the switch was not requested. The Reliant agent entered a request to reinstate [redacted] electric service back to Reliant. [redacted] was advised to allow 7-21 days for the research to be completed.
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted]. The customer’s account has been reinstated back to Reliant to the date of loss on [redacted]. The early cancellation fee and the deposit request for the account were waived in order to complete the reinstatement of service. A payment arrangement was set up for the total balance on the account and the average billing option was placed back to the account.
On [redacted], a Reliant agent contacted [redacted] to advise of the corrections placed to the account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
Customer Support
[redacted]
[A default letter is provided here which indicates your...
acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal
Reliant regrets any inconvenience these proceedings may have caused and we understand [redacted]’s concerns regarding the price plan.
A review of his account determined that [redacted] was properly notified of product and variable pricing on his contract expiration notice, as well as on all of his monthly invoices and we have honored the terms of his agreement. As a result, no refunds or credit adjustments are warranted at this time. [redacted]’s account charges have been thoroughly reviewed and his billed rate and charges are correct. As in the past, at any time [redacted] could have contacted Reliant for more information in regards to our fixed rate products that would offer more price stability or a lower priced rate plan that may have been available to him.
We have attached the contract expiration notice (CEN) as reference.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m.
[redacted] ...⇄
Customer Support
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Only two calls were made, this first agent did not leave a call back number the second call was just literally placed on today. I work overnight so I was planning on contacting them on tommorrow being that a call back number was left, I appreciate them removing the charges.