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 not...
receiving [redacted] awards [redacted] for electric service at [redacted]
History
On December 24, 2014, [redacted] completed an online enrollment and agreed to switch his electric service effective the next scheduled meter read date. [redacted] agreed to enroll in Reliant's Secure - 24 Plan with [redacted]. This plan offers an energy charge of 8.7¢ per kWh, Oncor Electric Delivery Charges of $5.25 per month and 3.3189 ¢ per kWh and a base charge of $0.00 per billing cycle. The term of this plan is 24 months and it has a $295.00 early cancellation fee. This plan includes a sign up incentive of 15,000 [redacted] and 500 additional [redacted] for each billing cycle that [redacted] completed with Reliant. For the full term of the plan, the total incentive would be 27,000 [redacted]. [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 December 24, 2014.
On May 27, 2015, [redacted] contacted Reliant to advise that the [redacted] have not been credited to his [redacted] account. The agent reviewed the account and advised that the issue would be researched concerning the missing award [redacted] for the account.
On June 19, 2015, [redacted] contacted Reliant for an update to the [redacted] not being awarded to the account. The agent reviewed the account and advised that the [redacted] would apply to the account within 7-14 business days from the date of May 29, 2015.
On July 6, 2015, [redacted] contacted Reliant for an update to the [redacted] not being awarded to the account. The agent reviewed the account sent a request to have the [redacted] issue investigated on [redacted]'s behalf.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand [redacted]'s concerns regarding the award [redacted]. A request has been processed to have the amount of 19,000 award [redacted] placed to [redacted]'s [redacted] account for the accumulated bonus [redacted] for the week ending July 17, 2015.
On July 20, 2015, a Reliant representative attempted to contact [redacted] to advise of the [redacted] being placed to the account but was unsuccessful.
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...
name listed on the enrollment for electric service at [redacted].
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]. A review of the account concluded that due to a clerical error, the incorrect customer name was listed for the account. Corrections have been completed to place the address of [redacted] under Ms. [redacted]’s name.
Reliant apologizes for any inconvenience this may cause and assure Ms. [redacted] that the information inadvertently processed cannot be used for fraudulent activity. We have reviewed Ms. [redacted]’s account and determined that no inappropriate access to the Reliant account has occurred.
Reliant understands Ms. [redacted] has entrusted us to keep her personal information confidential and we take that responsibility seriously. Contact information has been given to Ms. [redacted] if an issue involving her personal information occurs.
As a courtesy, a $50.00 bill credit has been applied to the account.
On April 21, 2015, a Reliant agent contacted Ms. [redacted] and advised of the adjustments for 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.
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 electric service for [redacted].
History
On September 9, 2013, [redacted] on behalf of [redacted], completed an enrollment by phone for electric service at [redacted] effective on the requested date of September 12, 2013 and her request was processed. [redacted] enrolled on the Reliant Business Flex plan The term is a month to month plan. [redacted] was sent a terms of service agreement, a copy of "Your rights as a Customer" document and an electricity facts label (EFL) by mail on September 10, 2013.
On October 11, 2013, an invoice for $158.51 was sent for the billing period of September 12, 2013 through October 9, 2013 with current charges of $158.51.
Subsequent invoices were issued for the period of November 11, 2013 through March 12, 2014.
On March 11, 2014, [redacted] contacted Reliant to request a move-out request for [redacted]. The agent processed the request for the same date.
On March 18, 2014, a final invoice for $123.58 with a due date of April 3, 2014 was sent for the billing period of March 10, 2014 through March 13, 2014 with a Balance Forward of $185.40, a Deposit Refund of $70.00, Deposit Interest of $0.01, and Current Charges of $123.58.
On April 23, 2014, a final notice for $123.58 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 August 28, 2015, [redacted], on behalf of [redacted], contacted Reliant to dispute the charge of $123.58 to the account. The agent entered a dispute and advised to allow up to 14 business days to be contacted.
On August 31, 2015, [redacted] contacted Reliant for an update of the research. The agent confirmed how the enrollment was completed under [redacted] name and advised to allow the dispute to complete for the account.
On September 2, 2015, a payment of $123.58 was posted to the account.
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 Terms of Service and EFL.
Confirmation was received that the payment of $123.58 was received through the collection agency. The account has also been recalled from collections and a paid in full letter will be mailed out to [redacted].
On September 8, 2015, a Reliant representative contacted [redacted] to confirm that the payment has been received and that a paid in full letter would be mailed.
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...
terms offered from a door to door agent for electric service at [redacted].
History
On May 9, 2015, Mr. [redacted] via a Reliant door to door sales agent completed an online enrollment and agreed to enroll his electric service account at [redacted] to Reliant effective for the next available date. Mr. [redacted] enrolled on the Reliant [redacted]. This plan includes an energy charge of 1.2¢ per kWh for usage up to 1000 kWh and 8.4¢ per kWh for usage over 1000 kWh, TDSP delivery charges of $5.25 per month and 3.3344¢ per kWh, and a base charge of $5.00. Mr. [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by email on May 9, 2015.
On June 1, 2015, Mr. [redacted] contacted Reliant to dispute the cancellation fee assessed from his previous provider and requested reimbursement of the cancellation fee from Reliant or to be reinstated with his previous provider. The agent advised that due to the enrollment completing online, the enrollment was valid for the account. Mr. [redacted] continued to dispute the enrollment and disconnected the call.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]. Mr. [redacted]’s concerns regarding the Reliant door-to-door sales representative have been addressed. Additionally, feedback from Mr. Bennett’s experience has been forwarded to the appropriate departments to insure that best practices are followed by Reliant representatives.
As a courtesy, a request has been processed to reinstate Mr. [redacted]’s service with his previous provider and no charges would be assessed from Reliant. On June 2, 2015, Mr. [redacted] was contacted and advised of the steps being taken to reinstate service to his previous provider. The issue is currently ongoing at this time.
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] Rebuttal Reliant regrets any inconvenience these proceedings may have caused. Reliant sympathizes with Mr. [redacted] on behalf of [redacted] concerning the disputed billing. A review of the accounts determined that corrections have been completed for the service addresses of [redacted] and [redacted] and corrected invoices will be issued. Additionally, supporting documentation for the remaining service addresses of [redacted] and [redacted] has been received and is currently under review. Mr. [redacted] may contact his business account representative directly at 713-537-2696, Monday through Friday from 8 a.m. to 5 p.m. regarding the status of [redacted] accounts. Bern [redacted] Customer Support 713-488-5061
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 1
Reliant regrets any inconvenience these proceedings may have caused and we understand Ms. [redacted]’s position regarding the invoiced Service Call fee from CenterPoint Energy (CNP). Although CNP has deemed the $50.00 Service Call fee as collectible. As a courtesy, Reliant has credited an additional $25.00 to Ms. [redacted]’s account. A credit of $50.00 was applied for the Service Call fee and a $25.00 credit was applied to Ms. [redacted]’s account due to the customer experience, resulting in a total courtesy credited amount of $75.00.
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
Mr. [redacted] is disputing...
the final invoice for electric service at [redacted]
History
On December 18, 2014, Mr. [redacted] contacted Reliant and submitted a disconnection request for electric service at [redacted] for the requested date of January 2, 2015.
On January 6, 2015, a final invoice for $501.13 was sent for the billing period of December 9, 2014 to January 2, 2015 with a balance forward: electricity of $132.00, a balance forward: non-electricity of $4.99, total current electricity charges of $61.04, total current non-electricity charges of $4.99, a late payment penalty of $6.60, and balance due from billing plan of $291.51.
On January 6, 2015, Mr. [redacted] contacted Reliant concerning a high bill. The Reliant agent advised that the balance due from billing plan for the account added an additional mount of $291.51 and was provided with an explanation of the Average Billing Program and deferred balance.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [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.
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 [redacted]
Customer Support
713-488-[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...
representation of the price plan and the collections amount of $250.00 for electric service at [redacted]
History
On December 19, 2013, Mr. [redacted] via a Reliant door to door sales agent contacted Reliant and agreed to enroll his electric service account at [redacted] to Reliant effective on for the next meter read of December 26, 2013. Mr. [redacted] enrolled on Reliant’s Free Weekends 18 plan. This plan includes an energy charge of 12.1 ¢ per kWh, TDSP delivery charges of $9.63 per month and 3.7969¢ 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. This price plan also included an incentive of a $150.00 account credit. Mr. [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 January 7, 2014 an invoice for $68.19 was sent for the billing period of December 26, 2014 through January 3, 2014 with current charges of $68.19.
On January 15, 2014, a payment of $68.19 posted to the account.
On February 5, 2014 an invoice for $51.96 was sent for the billing period of January 3, 2014 through February 3, 2014 with current charges of $51.96.
On February 11, 2014, a payment of $51.96 posted to the account.
On March 6, 2014 an invoice for $237.32 was sent for the billing period of February 3, 2014 through March 4, 2014 with current charges of $237.32.
On March 17, 2014, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider (REP) effective March 17, 2014.
On March 19, 2014, a final invoice for $555.35 was sent for the billing period of March 4, 2014 through March 17, 2014 with a balance forward of $237.32 and current charges of $318.03 which included an early cancellation fee of $250.00
On April 9, 2014, a payment of $200.00 was posted to the account.
On April 25, 2014, a final notice for $355.35 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 May 5, 2014, a payment of $105.35 was posted to the account.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of Mr. [redacted]'s account determined that the account has been invoiced in accordance with the Terms of Service.
As a one-time courtesy to the account, Mr. [redacted]’s account would be credited the cancellation fee of $250.00. The account has also been recalled from collections.
On October 9, 2014, a Reliant agent contacted Mr. [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 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 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 September 4, 2013.
On September 30, 2013, an invoice for $237.00 was sent for the billing period of August 28, 2013 through September 26, 2013 with a Balance Forward of $195.75, an Average Billing Deferred Bal Adjustment credit of $195.75, and a Current Average Billing Amount of $237.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $280.65.
On September 17, 2013, 2015, a payment for $237.00 was posted to the account.
Subsequent invoices sent from October 29, 2013 through November 26, 2014 provided Mr. [redacted] with his actual electricity charges, Average Billing amount and deferred balance.
On December 29, 2014, an invoice for $308.00 was sent for the billing period of November 24, 2014 through December 23, 2014 with a balance forward of $0.00 and a Current Average Billing Amount of $308.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $238.77.
On January 12, 2015, a payment of $308.00 was posted to the account.
On January 28, 2015, an invoice for $284.00 was sent for the billing period of December 23, 2014 through January 23, 2015 with a balance forward of $0.00 and a Current Average Billing Amount of $284.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be -$9.57.
On January 30, 2015, Mrs. [redacted], on behalf of Mr. [redacted], contacted Reliant concerning a high bill. The agent reviewed the account and advised that the average billing was in effect for the account. Mrs. [redacted] requested the removal on the average billing option and the agent processed the request.
On February 26, 2015, an invoice for $301.21 was sent for the billing period of January 23, 2015 through February 24, 2015 with a balance forward of $284.00, current charges of $12.58, a late payment penalty of $14.20, and a credit balance from billing plan for $9.57.
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.
As a one-time courtesy, the late payment penalty of $14.20 was removed from the account.
On March 6, 2015, Mr. [redacted] was contacted and advised of the invoiced charges being valid. Copies of the previous 12 months of invoices are being mailed to offer detailed billing for the account and the accumulation of the deferred balance.
Payment arrangements are available upon request.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Bern H[redacted]
Customer Support
[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 requesting...
to receive two $100.00 Reliant gift card offered as an incentive for a Reliant referral program for his electric service account at [redacted]
History
On July 21, 2014, Mr. [redacted] contacted Reliant via web chat regarding an update to the Reliant referral program. The Reliant agent reviewed the account and advised the promotion was not showing for the account. The agent sent a request to have a referral form mailed to Mr. [redacted] and advised to allow 4-6 weeks for delivery of the gift cards.
On September 8, 2014, Mr. [redacted] contacted Reliant for the status of the referral promotion gift cards. Mr. [redacted] stated that the cards were to be received by himself and for his daughter's account. The Reliant agent advised to allow 4-6 weeks for delivery of the cards.
On October 13, 2014, Mr. [redacted] contacted Reliant for the status of the referral promotion gift cards. The agent reviewed the account and advised that the issue had been previously escalated and to allow the time needed to complete the request.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted] Mr. [redacted] account is eligible for the two $100.00 Reliant gift cards referral promotion for he and his daughter's account. The gift card will be mailed to Mr. [redacted] mailing address on account the week of October 20, 2014. Confirmation was received stating that the gift card for Mr. [redacted] daughter's account was mailed as of October 10, 2014.
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 don't think Reliant wants to accept the negligence happened on their end. As a customer I have submitted the documents, but Reliant claims they haven't received it which is something that I cannot be accounted for. Moreover as a process , Reliant should notify its customers before de-enrollment. This clearly shows their internal processes are not customer oriented.I insist Reliant to pick up charges and penalties for the months that it didn't provide electricity and nor did they notify me about the same until I followed up. I account Reliant for charges for the core inconvenience it has caused during this.
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 billing invoice for electric service at [redacted].
History
On July 16, 2015, an invoice for $578.24 with a due date of August 17, 2015 was sent for the billing period of June 12, 2015 through July 14, 2015 with a Balance Forward of $280.00, a Current Balanced Billing Amount of $280.00, Total Current Non-Electricity Charges of $4.99, and a Late Payment Penalty of $13.25. This invoice also states "After payment of your monthly Total Due, your Deferred Balance will be a credit of $394.55".
On July 17, 2015, a payment of $280.00 was posted to the account.
On July 20, 2015, Ms. [redacted] contacted Reliant to inquire on the balanced billing option for the account. The Reliant agent reviewed the account and advised of the terms for the balanced billing and offered to transition the account to average billing. Ms. [redacted] accepted and the Reliant agent processed the request. The agent advised to allow 1-2 billing cycles for the request to complete. Ms. [redacted] requested that the late payment penalty of $13.25 be credited back. The Reliant agent advised that the late payment penalty could not be reversed due to a previous late penalty fee reversal as a courtesy to the account.
Resolution
Reliant’s Balanced Billing plan is a budgeting tool that allows customers to pay an averaged amount each month to even out the highs and lows of seasonal changes. The deferred balance is the cumulative difference between the monthly Reliant Balanced Billing amount and the actual bill.
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted] however, the account has been invoiced correctly based upon the terms and conditions of Reliant's Balanced Billing program and in accordance with the terms of service. Ms. [redacted]'s account balance is correct. As a courtesy to the account, the late charge of $13.25 was credited to the account.
The request to transition the account from the Balanced Billing option to the Average Billing option has been processed and a corrected invoice will be issued reflecting the Average Billing option.
Multiple attempts to contact Ms. [redacted] have been unsuccessful.
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] Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr. [redacted] concerns regarding his promised incentive. A request has been submitted to have the additional $50.00 gift card issued to Mr. [redacted]. Mr. [redacted] has been contacted and advised of the steps taken to correct the matter.
If Mr. [redacted] has any additional concerns regarding this complaint, please contact me at [redacted], Monday through Friday between 8:00 a.m. and 5:00 p.m. For added convenience, Reliant’s Customer Care Department is available 24 hours a day, 7 days a week at 866-RELIANT and by web chat at [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], on behalf of Ms....
[redacted], is disputing the invoiced charges for his electric service account at [redacted].
History
On December 28, 2011, a contract expiration notice (CEN) was sent to Ms. [redacted] advising that the current price plan was expiring and that the account would transition to the Reliant Monthly Flex plan that would charge 12.8 cents/kWh for 2000 kWh with the first meter read date after February 1, 2012 unless Ms. [redacted] enrolls in an alternate price plan or if she 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 February 3, 2012, Reliant’s records do not reflect that a request was received from Ms. [redacted] to change her price plan; therefore, the account transitioned to the Reliant Flex plan effective February 23, 2012.
Subsequent invoices sent from February 27, 2012 through June 26, 2015 provided Ms. [redacted] with her actual electricity charges.
On July 28, 2015, an invoice for $406.41 was sent for the billing period of June 23, 2015 to July 23, 2015 with current charges of $406.41.
On August 17, 2015, Mr. [redacted] contacted Reliant to dispute price plan for the account and requested an adjustment to the account. The Reliant agent reviewed the account and advised that the previous contract had expired and transitioned to the Reliant Monthly Flex plan. The agent advised the Reliant Monthly Flex plan is a variable price plan and that no adjustments could be applied to the account. Mr. [redacted] disconnected the call.
On August 18, 2015, Mr. [redacted] contacted Reliant to check on the term of the current price plan for the account. The agent reviewed the account and advised that the account was on a month to month plan with no cancellation fee. Mr. [redacted] appreciated the response and ended the call.
On August 20, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On August 24, 2015, a final invoice for $412.79 with a due date of September 9, 2015 was sent for the billing period of July 23, 2015 through August 20, 2015 with Current Charges of $412.79.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]; however, the customer has been billed according to the Monthly Flex Plan agreement terms. Ms. [redacted]’ service has been switched away from Reliant as of August 20, 2015.
Multiple attempts to contact Mr. [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.
[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 is incomplete. I never received a notice.My name is incorrectly spelled in their correspondence (it is not Shrank...it is [redacted])I asked for all late charges to be removed and was told no.Items in the freezer melted and ruined my refrigerator.Reliant owes me $1000.00 for a new refrigerator.
Kerry [redacted]
Sent: Wednesday, January 20, 2016 2:20 PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]Good Afternoon, Mr. M[redacted] has submitted an additional rebuttal regarding Revdex.com Case # [redacted]. Reliant has responded to Mr. M[redacted]’s complaint and rebuttal. Our position will not change. Mr. M[redacted] is not entitled to any credits or adjustments. Mr. M[redacted] has not been assessed an Early Cancellation Fee or penalty for discontinuing his electric service account with Reliant. The Deferred Balance is the cumulative difference between the monthly Average Billing amount and the actual monthly charges and is reflected on each of the monthly invoices. As such, Reliant has invoiced Mr. M[redacted]’s account correctly based upon the terms and conditions of Reliant’s Average Billing Program. Based on the results of Mr. M[redacted]’s initial complaint and investigation and the fact that the assessed charges are valid, no adjustments are warranted. Thank you for your time, Deidra W[redacted] Escalated Issues Group Customer Support and Market Relations 713-537-5407 Note: The information contained in this e-mail and any accompanying documents may contain information that is confidential or otherwise protected from disclosure. If you are not the intended recipient of this message, or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message, including any attachments. Any dissemination, distribution or other use of the contents of this message by anyone other than the intended recipient is strictly prohibited.
[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.
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 requesting to...
receive a $50.00 Reliant gift card offered as an incentive for a Reliant referral program for her electric service account at [redacted]
History
On March 30, 2015, Ms. [redacted] contacted Reliant regarding the Reliant referral program. The Reliant agent reviewed the account and advised the promotion was not showing for the account. The agent sent a request to research the issue concerning the missing gift cards to Ms. [redacted] and advised to allow 4-6 weeks for delivery.
On May 6, 2015, Ms. [redacted] contacted Reliant for the status of the referral promotion gift cards. The Reliant agent reviewed the account and advised the promotion was not showing for the account. The agent sent a request to research the issue concerning the missing gift cards to Ms. [redacted] and advised to allow 1-2 business days for a resolution.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]. Ms. [redacted]’s account is eligible for the two $50.00 Reliant gift cards referral promotion for her and the customer that referred Ms. [redacted]’s account. The gift card will be mailed to Ms. [redacted]’s mailing address on account the week of May 18, 2015.
Multiple attempts to contact Ms. [redacted] to address and advise of the issue with no response.
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...
presentation of the price plan for electric service at [redacted]
History
On October 8, 2014, Mr. [redacted] contacted Reliant and completed a price plan update for electric service at [redacted]. Mr. [redacted] enrolled on Reliant’s Learn & Conserve 24 plan. This plan includes an energy charge of 7.9¢ per kWh, TDSP delivery charges of $8.52 per month and 4.0981¢ 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. This price plan also included an incentive of a Nest thermostat. Mr. [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the mail as of October 10, 2014.
On October 15, 2014, Mr. [redacted] contacted Reliant to dispute the price plan for the account advising that the charge of 12.4 ¢ per kWh would apply for all usage on the account. The Reliant agent advised that a price plan investigation would be initiated to dispute the price plan and to allow 1-2 billing cycle to complete.
On October 20, 2014, Mr. [redacted] contacted Reliant for an update to the price plan investigation for the account. The Reliant agent reviewed the account and advised that the research had not completed and to allow 1-2 billing cycle for the research to complete. Mr. [redacted] understood and disconnected the call.
On November 8, 2014, Mr. [redacted] contacted Reliant for an update to the price plan investigation for the account. The Reliant agent reviewed the account and advised that the initial agreement was valid and the account was billed according to the terms of the plan.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]. The customer’s price plan determines how much they are billed for their electricity usage each month. After a thorough review of account, the customer has been billed according to the Reliant Learn and Conserve 24 plan agreement terms.
On November 17, 2014, a Reliant representative contacted Mr. [redacted] and advised that as a one-time courtesy to the account, the account could transition to Reliant’s Conservation 12 plan. An applicable cancellation fee was waived in order to process his request to change price plans and the plan was backdated one billing cycle so that the corrected invoice could reflect the updated price plan.
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...
disconnection of his electric service account at [redacted] Drive.
History
On January 13, 2014, an invoice for $184.49 was sent for the billing period of December 5, 2013 through January 8, 2014 with a Balance Forward of $70.18, Current Charges of $111.01, and a Late Payment Penalty of $3.30.
On February 6, 2014, a disconnection notice for $184.49 was sent to Mr. [redacted] due by February 17, 2014.
Payment was not received by the February 17, 2014 disconnection notice due date; therefore, on February 19, 2014, a disconnect request was sent to CenterPoint Energy (CNP).
On February 19, 2014, a payment of $253.82 was posted to the account. At that time, a reconnection request was sent to CNP.
On February 20, 2014, Reliant received confirmation from CNP that the reconnection completed for the service address.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]. The customer has been billed according to the Monthly Flex Plan agreement terms. A review of his account determined that Mr. Shrank requested a disconnection for the date of April 11, 2014 and a final bill for the amount of $192.96.
On April 25, 2014, Mr. [redacted] contacted Reliant requesting a reversal of all late fees to the account. The Reliant agent reviewed the account and credited the account one late of $6.97 as a one-time courtesy to the account.
As of January 11, 2015, the remaining amount of $185.99 has been referred to collection at MAB-Mercantile Adjustment Bureau at 1-877-254-0957.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.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] is disputing not...
receiving [redacted] awards [redacted] for electric service at [redacted]
History
On December 24, 2014, [redacted] completed an online enrollment and agreed to switch his electric service effective the next scheduled meter read date. [redacted] agreed to enroll in Reliant's Secure - 24 Plan with [redacted]. This plan offers an energy charge of 8.7¢ per kWh, Oncor Electric Delivery Charges of $5.25 per month and 3.3189 ¢ per kWh and a base charge of $0.00 per billing cycle. The term of this plan is 24 months and it has a $295.00 early cancellation fee. This plan includes a sign up incentive of 15,000 [redacted] and 500 additional [redacted] for each billing cycle that [redacted] completed with Reliant. For the full term of the plan, the total incentive would be 27,000 [redacted]. [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 December 24, 2014.
On May 27, 2015, [redacted] contacted Reliant to advise that the [redacted] have not been credited to his [redacted] account. The agent reviewed the account and advised that the issue would be researched concerning the missing award [redacted] for the account.
On June 19, 2015, [redacted] contacted Reliant for an update to the [redacted] not being awarded to the account. The agent reviewed the account and advised that the [redacted] would apply to the account within 7-14 business days from the date of May 29, 2015.
On July 6, 2015, [redacted] contacted Reliant for an update to the [redacted] not being awarded to the account. The agent reviewed the account sent a request to have the [redacted] issue investigated on [redacted]'s behalf.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand [redacted]'s concerns regarding the award [redacted]. A request has been processed to have the amount of 19,000 award [redacted] placed to [redacted]'s [redacted] account for the accumulated bonus [redacted] for the week ending July 17, 2015.
On July 20, 2015, a Reliant representative attempted to contact [redacted] to advise of the [redacted] being placed to the account but was unsuccessful.
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 the...
name listed on the enrollment for electric service at [redacted].
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]. A review of the account concluded that due to a clerical error, the incorrect customer name was listed for the account. Corrections have been completed to place the address of [redacted] under Ms. [redacted]’s name.
Reliant apologizes for any inconvenience this may cause and assure Ms. [redacted] that the information inadvertently processed cannot be used for fraudulent activity. We have reviewed Ms. [redacted]’s account and determined that no inappropriate access to the Reliant account has occurred.
Reliant understands Ms. [redacted] has entrusted us to keep her personal information confidential and we take that responsibility seriously. Contact information has been given to Ms. [redacted] if an issue involving her personal information occurs.
As a courtesy, a $50.00 bill credit has been applied to the account.
On April 21, 2015, a Reliant agent contacted Ms. [redacted] and advised of the adjustments for 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]
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 electric service for [redacted].
History
On September 9, 2013, [redacted] on behalf of [redacted], completed an enrollment by phone for electric service at [redacted] effective on the requested date of September 12, 2013 and her request was processed. [redacted] enrolled on the Reliant Business Flex plan The term is a month to month plan. [redacted] was sent a terms of service agreement, a copy of "Your rights as a Customer" document and an electricity facts label (EFL) by mail on September 10, 2013.
On October 11, 2013, an invoice for $158.51 was sent for the billing period of September 12, 2013 through October 9, 2013 with current charges of $158.51.
Subsequent invoices were issued for the period of November 11, 2013 through March 12, 2014.
On March 11, 2014, [redacted] contacted Reliant to request a move-out request for [redacted]. The agent processed the request for the same date.
On March 18, 2014, a final invoice for $123.58 with a due date of April 3, 2014 was sent for the billing period of March 10, 2014 through March 13, 2014 with a Balance Forward of $185.40, a Deposit Refund of $70.00, Deposit Interest of $0.01, and Current Charges of $123.58.
On April 23, 2014, a final notice for $123.58 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 August 28, 2015, [redacted], on behalf of [redacted], contacted Reliant to dispute the charge of $123.58 to the account. The agent entered a dispute and advised to allow up to 14 business days to be contacted.
On August 31, 2015, [redacted] contacted Reliant for an update of the research. The agent confirmed how the enrollment was completed under [redacted] name and advised to allow the dispute to complete for the account.
On September 2, 2015, a payment of $123.58 was posted to the account.
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 Terms of Service and EFL.
Confirmation was received that the payment of $123.58 was received through the collection agency. The account has also been recalled from collections and a paid in full letter will be mailed out to [redacted].
On September 8, 2015, a Reliant representative contacted [redacted] to confirm that the payment has been received and that a paid in full letter would be mailed.
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
Mr. [redacted] is disputing the...
terms offered from a door to door agent for electric service at [redacted].
History
On May 9, 2015, Mr. [redacted] via a Reliant door to door sales agent completed an online enrollment and agreed to enroll his electric service account at [redacted] to Reliant effective for the next available date. Mr. [redacted] enrolled on the Reliant [redacted]. This plan includes an energy charge of 1.2¢ per kWh for usage up to 1000 kWh and 8.4¢ per kWh for usage over 1000 kWh, TDSP delivery charges of $5.25 per month and 3.3344¢ per kWh, and a base charge of $5.00. Mr. [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by email on May 9, 2015.
On June 1, 2015, Mr. [redacted] contacted Reliant to dispute the cancellation fee assessed from his previous provider and requested reimbursement of the cancellation fee from Reliant or to be reinstated with his previous provider. The agent advised that due to the enrollment completing online, the enrollment was valid for the account. Mr. [redacted] continued to dispute the enrollment and disconnected the call.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]. Mr. [redacted]’s concerns regarding the Reliant door-to-door sales representative have been addressed. Additionally, feedback from Mr. Bennett’s experience has been forwarded to the appropriate departments to insure that best practices are followed by Reliant representatives.
As a courtesy, a request has been processed to reinstate Mr. [redacted]’s service with his previous provider and no charges would be assessed from Reliant. On June 2, 2015, Mr. [redacted] was contacted and advised of the steps being taken to reinstate service to his previous provider. The issue is currently ongoing at this time.
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] Rebuttal Reliant regrets any inconvenience these proceedings may have caused. Reliant sympathizes with Mr. [redacted] on behalf of [redacted] concerning the disputed billing. A review of the accounts determined that corrections have been completed for the service addresses of [redacted] and [redacted] and corrected invoices will be issued. Additionally, supporting documentation for the remaining service addresses of [redacted] and [redacted] has been received and is currently under review. Mr. [redacted] may contact his business account representative directly at 713-537-2696, Monday through Friday from 8 a.m. to 5 p.m. regarding the status of [redacted] accounts. Bern [redacted] Customer Support 713-488-5061
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 1
Reliant regrets any inconvenience these proceedings may have caused and we understand Ms. [redacted]’s position regarding the invoiced Service Call fee from CenterPoint Energy (CNP). Although CNP has deemed the $50.00 Service Call fee as collectible. As a courtesy, Reliant has credited an additional $25.00 to Ms. [redacted]’s account. A credit of $50.00 was applied for the Service Call fee and a $25.00 credit was applied to Ms. [redacted]’s account due to the customer experience, resulting in a total courtesy credited amount of $75.00.
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
Mr. [redacted] is disputing...
the final invoice for electric service at [redacted]
History
On December 18, 2014, Mr. [redacted] contacted Reliant and submitted a disconnection request for electric service at [redacted] for the requested date of January 2, 2015.
On January 6, 2015, a final invoice for $501.13 was sent for the billing period of December 9, 2014 to January 2, 2015 with a balance forward: electricity of $132.00, a balance forward: non-electricity of $4.99, total current electricity charges of $61.04, total current non-electricity charges of $4.99, a late payment penalty of $6.60, and balance due from billing plan of $291.51.
On January 6, 2015, Mr. [redacted] contacted Reliant concerning a high bill. The Reliant agent advised that the balance due from billing plan for the account added an additional mount of $291.51 and was provided with an explanation of the Average Billing Program and deferred balance.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [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.
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 [redacted]
Customer Support
713-488-[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...
representation of the price plan and the collections amount of $250.00 for electric service at [redacted]
History
On December 19, 2013, Mr. [redacted] via a Reliant door to door sales agent contacted Reliant and agreed to enroll his electric service account at [redacted] to Reliant effective on for the next meter read of December 26, 2013. Mr. [redacted] enrolled on Reliant’s Free Weekends 18 plan. This plan includes an energy charge of 12.1 ¢ per kWh, TDSP delivery charges of $9.63 per month and 3.7969¢ 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. This price plan also included an incentive of a $150.00 account credit. Mr. [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 January 7, 2014 an invoice for $68.19 was sent for the billing period of December 26, 2014 through January 3, 2014 with current charges of $68.19.
On January 15, 2014, a payment of $68.19 posted to the account.
On February 5, 2014 an invoice for $51.96 was sent for the billing period of January 3, 2014 through February 3, 2014 with current charges of $51.96.
On February 11, 2014, a payment of $51.96 posted to the account.
On March 6, 2014 an invoice for $237.32 was sent for the billing period of February 3, 2014 through March 4, 2014 with current charges of $237.32.
On March 17, 2014, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider (REP) effective March 17, 2014.
On March 19, 2014, a final invoice for $555.35 was sent for the billing period of March 4, 2014 through March 17, 2014 with a balance forward of $237.32 and current charges of $318.03 which included an early cancellation fee of $250.00
On April 9, 2014, a payment of $200.00 was posted to the account.
On April 25, 2014, a final notice for $355.35 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 May 5, 2014, a payment of $105.35 was posted to the account.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of Mr. [redacted]'s account determined that the account has been invoiced in accordance with the Terms of Service.
As a one-time courtesy to the account, Mr. [redacted]’s account would be credited the cancellation fee of $250.00. The account has also been recalled from collections.
On October 9, 2014, a Reliant agent contacted Mr. [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 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 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 September 4, 2013.
On September 30, 2013, an invoice for $237.00 was sent for the billing period of August 28, 2013 through September 26, 2013 with a Balance Forward of $195.75, an Average Billing Deferred Bal Adjustment credit of $195.75, and a Current Average Billing Amount of $237.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $280.65.
On September 17, 2013, 2015, a payment for $237.00 was posted to the account.
Subsequent invoices sent from October 29, 2013 through November 26, 2014 provided Mr. [redacted] with his actual electricity charges, Average Billing amount and deferred balance.
On December 29, 2014, an invoice for $308.00 was sent for the billing period of November 24, 2014 through December 23, 2014 with a balance forward of $0.00 and a Current Average Billing Amount of $308.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $238.77.
On January 12, 2015, a payment of $308.00 was posted to the account.
On January 28, 2015, an invoice for $284.00 was sent for the billing period of December 23, 2014 through January 23, 2015 with a balance forward of $0.00 and a Current Average Billing Amount of $284.00. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be -$9.57.
On January 30, 2015, Mrs. [redacted], on behalf of Mr. [redacted], contacted Reliant concerning a high bill. The agent reviewed the account and advised that the average billing was in effect for the account. Mrs. [redacted] requested the removal on the average billing option and the agent processed the request.
On February 26, 2015, an invoice for $301.21 was sent for the billing period of January 23, 2015 through February 24, 2015 with a balance forward of $284.00, current charges of $12.58, a late payment penalty of $14.20, and a credit balance from billing plan for $9.57.
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.
As a one-time courtesy, the late payment penalty of $14.20 was removed from the account.
On March 6, 2015, Mr. [redacted] was contacted and advised of the invoiced charges being valid. Copies of the previous 12 months of invoices are being mailed to offer detailed billing for the account and the accumulation of the deferred balance.
Payment arrangements are available upon request.
For any additional questions about this concern, please contact me at the number 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
Mr. [redacted] is requesting...
to receive two $100.00 Reliant gift card offered as an incentive for a Reliant referral program for his electric service account at [redacted]
History
On July 21, 2014, Mr. [redacted] contacted Reliant via web chat regarding an update to the Reliant referral program. The Reliant agent reviewed the account and advised the promotion was not showing for the account. The agent sent a request to have a referral form mailed to Mr. [redacted] and advised to allow 4-6 weeks for delivery of the gift cards.
On September 8, 2014, Mr. [redacted] contacted Reliant for the status of the referral promotion gift cards. Mr. [redacted] stated that the cards were to be received by himself and for his daughter's account. The Reliant agent advised to allow 4-6 weeks for delivery of the cards.
On October 13, 2014, Mr. [redacted] contacted Reliant for the status of the referral promotion gift cards. The agent reviewed the account and advised that the issue had been previously escalated and to allow the time needed to complete the request.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted] Mr. [redacted] account is eligible for the two $100.00 Reliant gift cards referral promotion for he and his daughter's account. The gift card will be mailed to Mr. [redacted] mailing address on account the week of October 20, 2014. Confirmation was received stating that the gift card for Mr. [redacted] daughter's account was mailed as of October 10, 2014.
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]
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 don't think Reliant wants to accept the negligence happened on their end. As a customer I have submitted the documents, but Reliant claims they haven't received it which is something that I cannot be accounted for. Moreover as a process , Reliant should notify its customers before de-enrollment. This clearly shows their internal processes are not customer oriented.I insist Reliant to pick up charges and penalties for the months that it didn't provide electricity and nor did they notify me about the same until I followed up. I account Reliant for charges for the core inconvenience it has caused during this.
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 billing invoice for electric service at [redacted].
History
On July 16, 2015, an invoice for $578.24 with a due date of August 17, 2015 was sent for the billing period of June 12, 2015 through July 14, 2015 with a Balance Forward of $280.00, a Current Balanced Billing Amount of $280.00, Total Current Non-Electricity Charges of $4.99, and a Late Payment Penalty of $13.25. This invoice also states "After payment of your monthly Total Due, your Deferred Balance will be a credit of $394.55".
On July 17, 2015, a payment of $280.00 was posted to the account.
On July 20, 2015, Ms. [redacted] contacted Reliant to inquire on the balanced billing option for the account. The Reliant agent reviewed the account and advised of the terms for the balanced billing and offered to transition the account to average billing. Ms. [redacted] accepted and the Reliant agent processed the request. The agent advised to allow 1-2 billing cycles for the request to complete. Ms. [redacted] requested that the late payment penalty of $13.25 be credited back. The Reliant agent advised that the late payment penalty could not be reversed due to a previous late penalty fee reversal as a courtesy to the account.
Resolution
Reliant’s Balanced Billing plan is a budgeting tool that allows customers to pay an averaged amount each month to even out the highs and lows of seasonal changes. The deferred balance is the cumulative difference between the monthly Reliant Balanced Billing amount and the actual bill.
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted] however, the account has been invoiced correctly based upon the terms and conditions of Reliant's Balanced Billing program and in accordance with the terms of service. Ms. [redacted]'s account balance is correct. As a courtesy to the account, the late charge of $13.25 was credited to the account.
The request to transition the account from the Balanced Billing option to the Average Billing option has been processed and a corrected invoice will be issued reflecting the Average Billing option.
Multiple attempts to contact Ms. [redacted] have been unsuccessful.
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] Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr. [redacted] concerns regarding his promised incentive. A request has been submitted to have the additional $50.00 gift card issued to Mr. [redacted]. Mr. [redacted] has been contacted and advised of the steps taken to correct the matter.
If Mr. [redacted] has any additional concerns regarding this complaint, please contact me at [redacted], Monday through Friday between 8:00 a.m. and 5:00 p.m. For added convenience, Reliant’s Customer Care Department is available 24 hours a day, 7 days a week at 866-RELIANT and by web chat at [redacted]
[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], on behalf of Ms....
[redacted], is disputing the invoiced charges for his electric service account at [redacted].
History
On December 28, 2011, a contract expiration notice (CEN) was sent to Ms. [redacted] advising that the current price plan was expiring and that the account would transition to the Reliant Monthly Flex plan that would charge 12.8 cents/kWh for 2000 kWh with the first meter read date after February 1, 2012 unless Ms. [redacted] enrolls in an alternate price plan or if she 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 February 3, 2012, Reliant’s records do not reflect that a request was received from Ms. [redacted] to change her price plan; therefore, the account transitioned to the Reliant Flex plan effective February 23, 2012.
Subsequent invoices sent from February 27, 2012 through June 26, 2015 provided Ms. [redacted] with her actual electricity charges.
On July 28, 2015, an invoice for $406.41 was sent for the billing period of June 23, 2015 to July 23, 2015 with current charges of $406.41.
On August 17, 2015, Mr. [redacted] contacted Reliant to dispute price plan for the account and requested an adjustment to the account. The Reliant agent reviewed the account and advised that the previous contract had expired and transitioned to the Reliant Monthly Flex plan. The agent advised the Reliant Monthly Flex plan is a variable price plan and that no adjustments could be applied to the account. Mr. [redacted] disconnected the call.
On August 18, 2015, Mr. [redacted] contacted Reliant to check on the term of the current price plan for the account. The agent reviewed the account and advised that the account was on a month to month plan with no cancellation fee. Mr. [redacted] appreciated the response and ended the call.
On August 20, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On August 24, 2015, a final invoice for $412.79 with a due date of September 9, 2015 was sent for the billing period of July 23, 2015 through August 20, 2015 with Current Charges of $412.79.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]; however, the customer has been billed according to the Monthly Flex Plan agreement terms. Ms. [redacted]’ service has been switched away from Reliant as of August 20, 2015.
Multiple attempts to contact Mr. [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.
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 is incomplete. I never received a notice.My name is incorrectly spelled in their correspondence (it is not Shrank...it is [redacted])I asked for all late charges to be removed and was told no.Items in the freezer melted and ruined my refrigerator.Reliant owes me $1000.00 for a new refrigerator.
Kerry [redacted]
Sent: Wednesday, January 20, 2016 2:20 PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]Good Afternoon, Mr. M[redacted] has submitted an additional rebuttal regarding Revdex.com Case # [redacted]. Reliant has responded to Mr. M[redacted]’s complaint and rebuttal. Our position will not change. Mr. M[redacted] is not entitled to any credits or adjustments. Mr. M[redacted] has not been assessed an Early Cancellation Fee or penalty for discontinuing his electric service account with Reliant. The Deferred Balance is the cumulative difference between the monthly Average Billing amount and the actual monthly charges and is reflected on each of the monthly invoices. As such, Reliant has invoiced Mr. M[redacted]’s account correctly based upon the terms and conditions of Reliant’s Average Billing Program. Based on the results of Mr. M[redacted]’s initial complaint and investigation and the fact that the assessed charges are valid, no adjustments are warranted. Thank you for your time, Deidra W[redacted] Escalated Issues Group Customer Support and Market Relations 713-537-5407 Note: The information contained in this e-mail and any accompanying documents may contain information that is confidential or otherwise protected from disclosure. If you are not the intended recipient of this message, or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message, including any attachments. Any dissemination, distribution or other use of the contents of this message by anyone other than the intended recipient is strictly prohibited.
[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 # 10617180
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 requesting to...
receive a $50.00 Reliant gift card offered as an incentive for a Reliant referral program for her electric service account at [redacted]
History
On March 30, 2015, Ms. [redacted] contacted Reliant regarding the Reliant referral program. The Reliant agent reviewed the account and advised the promotion was not showing for the account. The agent sent a request to research the issue concerning the missing gift cards to Ms. [redacted] and advised to allow 4-6 weeks for delivery.
On May 6, 2015, Ms. [redacted] contacted Reliant for the status of the referral promotion gift cards. The Reliant agent reviewed the account and advised the promotion was not showing for the account. The agent sent a request to research the issue concerning the missing gift cards to Ms. [redacted] and advised to allow 1-2 business days for a resolution.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]. Ms. [redacted]’s account is eligible for the two $50.00 Reliant gift cards referral promotion for her and the customer that referred Ms. [redacted]’s account. The gift card will be mailed to Ms. [redacted]’s mailing address on account the week of May 18, 2015.
Multiple attempts to contact Ms. [redacted] to address and advise of the issue with no response.
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
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
Mr. [redacted] is disputing the...
presentation of the price plan for electric service at [redacted]
History
On October 8, 2014, Mr. [redacted] contacted Reliant and completed a price plan update for electric service at [redacted]. Mr. [redacted] enrolled on Reliant’s Learn & Conserve 24 plan. This plan includes an energy charge of 7.9¢ per kWh, TDSP delivery charges of $8.52 per month and 4.0981¢ 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. This price plan also included an incentive of a Nest thermostat. Mr. [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the mail as of October 10, 2014.
On October 15, 2014, Mr. [redacted] contacted Reliant to dispute the price plan for the account advising that the charge of 12.4 ¢ per kWh would apply for all usage on the account. The Reliant agent advised that a price plan investigation would be initiated to dispute the price plan and to allow 1-2 billing cycle to complete.
On October 20, 2014, Mr. [redacted] contacted Reliant for an update to the price plan investigation for the account. The Reliant agent reviewed the account and advised that the research had not completed and to allow 1-2 billing cycle for the research to complete. Mr. [redacted] understood and disconnected the call.
On November 8, 2014, Mr. [redacted] contacted Reliant for an update to the price plan investigation for the account. The Reliant agent reviewed the account and advised that the initial agreement was valid and the account was billed according to the terms of the plan.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]. The customer’s price plan determines how much they are billed for their electricity usage each month. After a thorough review of account, the customer has been billed according to the Reliant Learn and Conserve 24 plan agreement terms.
On November 17, 2014, a Reliant representative contacted Mr. [redacted] and advised that as a one-time courtesy to the account, the account could transition to Reliant’s Conservation 12 plan. An applicable cancellation fee was waived in order to process his request to change price plans and the plan was backdated one billing cycle so that the corrected invoice could reflect the updated price plan.
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...
disconnection of his electric service account at [redacted] Drive.
History
On January 13, 2014, an invoice for $184.49 was sent for the billing period of December 5, 2013 through January 8, 2014 with a Balance Forward of $70.18, Current Charges of $111.01, and a Late Payment Penalty of $3.30.
On February 6, 2014, a disconnection notice for $184.49 was sent to Mr. [redacted] due by February 17, 2014.
Payment was not received by the February 17, 2014 disconnection notice due date; therefore, on February 19, 2014, a disconnect request was sent to CenterPoint Energy (CNP).
On February 19, 2014, a payment of $253.82 was posted to the account. At that time, a reconnection request was sent to CNP.
On February 20, 2014, Reliant received confirmation from CNP that the reconnection completed for the service address.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]. The customer has been billed according to the Monthly Flex Plan agreement terms. A review of his account determined that Mr. Shrank requested a disconnection for the date of April 11, 2014 and a final bill for the amount of $192.96.
On April 25, 2014, Mr. [redacted] contacted Reliant requesting a reversal of all late fees to the account. The Reliant agent reviewed the account and credited the account one late of $6.97 as a one-time courtesy to the account.
As of January 11, 2015, the remaining amount of $185.99 has been referred to collection at MAB-Mercantile Adjustment Bureau at 1-877-254-0957.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Bern H[redacted]
Customer Support
713-488-5061