Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 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 Support713-488-8681
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms. [redacted]'s complaint...
against Reliant concerns not receiving her bills in the mail and as a result, she is being charged late fees. Ms. [redacted] states that she has been billed over $108.00 in late fess over the last three months due to not receiving her monthly invoice on a consistent basis. Additionally, Ms. [redacted] states that she requested to speak to a member of management to address her concerns; however, her attempts have been unsuccessful. Ms. [redacted] is requesting further assistance with this matter.
History
After researching this complaint we have concluded the following: All Late Payment Penalties and Disconnect Notice fees that were charged have been reviewed on Ms. [redacted]’s Reliant account and are considered valid. Our records indicate all bills were sent to Ms. [redacted]’s mailing address on record on a monthly (and timely) manner and Reliant cannot be responsible for any postal delays Ms. [redacted] may be experiencing. No invoices have been returned due to being undeliverable and Ms. [redacted]’s mailing address has been confirmed to be correct.
As per her Terms of Service under 6. Billing, Payment and Payment Arrangements, it states “If you do not pay your bill by the due date, we may charge you a late fee of 5% on the amount for the previous month’s past-due electric service. If you fail to pay the amounts due….., you agree to pay all reasonable fees and expenses (including attorney fees) we incur in the collection process.” In addition, under 8. Itemization of Non-Recurring Fees and Charges it states “in addition to charges or fees specified elsewhere in this Agreement or otherwise authorized by law, we may assess the following fees and charges: $25.00 for payments returned for insufficient funds by any method including, but no limit to, bank or personal check…..$20.00 for each disconnection and termination notice we send you….$25.00 each time we process a transaction requesting that the [redacted] disconnect service.” All Late Payment Penalties and Disconnect Notice fees for nonpayment are billed regardless if Ms. [redacted]'s electricity service is interrupted or not for the expenses incurred due the collection process by Reliant.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]. [redacted] does sympathize with Ms. [redacted]'s position, however, Reliant acted properly and applied the non-recurring charges to her account as per her Terms of Service, therefore, all Disconnect Notice and Late Payment Penalties are considered valid and have been billed appropriately. However, in an attempt to resolve this matter, a Late Payment Penalty of $4.13, a $10.00 Disconnect Notice Fee and Disconnect Recovery Charges totaling $50.00 were credited to Ms. [redacted]'s account, as a courtesy. Our records indicate Ms. [redacted]’s account is now current and as long as payments are made on time, Ms. [redacted] will not incur Late Payment Penalty, Disconnect Notice fees, or Disconnect Recovery Charges. On November 18, 2015, Ms. [redacted] was contacted and provided with a detailed explanation of her account and other payment and billing options. Additionally, Ms. [redacted]’s concerns regarding the Reliant customer service representative have been addressed.
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] is attached.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Crystal [redacted]
Revdex.com:
I wanted to clarify that as I have stated I ordered cancellation of my service effective 8/1 and not 8/7 as Crystal has misled. It is clearly in thier system notes that my request for deactivation was on that day and I don't like how Crystal has denyed responsibility otherwise.Also Crystal promised me twice that she would follow up with me regarding the resolution and never did. Also when I spoke on the phone with her she was very rude and wouldn't allow me to speak and describe my situation, Crystal was very agressive with me and I didn't appreciate her attitude and especially don't appreciate her lack of telling the truth about the situation.Today I made a payment to closeo ut my balance due to Reliant but would like to reject resolution and let the Revdex.com know that I am still unsatisfied with Reliant and disagree with their business policy's, lack of customer service and ability to resolve a problem.
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see the 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]
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 2
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms. [redacted]’s concerns. A response has been received from [redacted] as of July 28, 2015. [redacted] has confirmed that the meter readings submitted for the period of June 30, 2014 to June 29, 2015 are accurate and that no billing adjustments are warranted at this time. On July 29, 2015, [redacted] was contacted to verify if the meter was replaced for the address of [redacted]nue. [redacted] verified that the meter was not replaced. Ms. [redacted] can contact [redacted] at [redacted] to verify the status of the meter.
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.
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see the attachment for a summary of our findings. Mr. [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.
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 4
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted], and we understand Mr. [redacted]’ concerns regarding the representation of the price plan.
A review of the dispute and the account indicates that proper notification of the contract expiration notice (CEN) was sent to Ms. [redacted] on December 28, 2011 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 her electric service to another retail electric provider (REP). The corresponding Electricity Facts Label (EFL) for the Reliant Monthly Flex plan was issued for the plan. The EFL also states, “Except for price changes allowed by law or regulatory, this price is the price that will be applied during your first billing cycle; this price may change in subsequent months at the sole discretion of Reliant.”
Ms. [redacted]’ account has been invoiced in accordance with his Terms of Service. No adjustments are warranted at this time.
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 billing amount for the electric service at [redacted]
History
On January 14, 2015, an online request was received from Mr. [redacted] requesting to enroll in the
Retro-Average Billing program. Correspondence was emailed to Mr. [redacted] at [redacted].[redacted]@GMAIL.COM confirming his enrollment in the Average Billing Program on
January 14, 2015. The email correspondence included a “Learn how Average Billing is calculated” link that provided Mr. [redacted] further detailed explanations of the Average Billing monthly payment calculation process and Deferred Balance accrual and settlement process.
Our records indicate that subsequent invoices were emailed to Mr. [redacted] at [redacted].[redacted]@GMAIL.COM reflecting his participation in the Average Billing Program and monthly Average Billing Deferred Balance.
On July 6, 2015, Mr. [redacted] contacted Reliant and requested to transfer the electric service to [redacted] effective July 8, 2015. At that time, the Reliant representative advised Mr. [redacted] if enrolled in the Average Billing program, any deferred balance or credit will be billed to the final invoice. Additionally, a confirmation email was sent to Mr. [redacted] at [redacted].[redacted]@GMAIL.COM which included a copy his Terms of Service Agreement, a copy of Your Rights as a Customer Document and an Electricity Facts Label (EFL).
On July 10, 2015, a final invoice of $255.28 was sent for the final billing period of June 8, 2015 through July 8, 2015 with Current Charges of $224.12 and a Balance Due from Billing Plan of $31.16.
On July 10, 2015, Mr. [redacted] contacted Reliant for an explanation of his final invoice. The Reliant agent reviewed the account and provided an explanation of the invoice amount.
Later on July 10, 2015, Mr. [redacted] contacted a Reliant web-chat representative to dispute his final invoice. Mr. [redacted] stated that he was not advised that the Average Billing program does not transfer or that the Average Billing Deferred Balance is billed once he closes his account. The web representative advised Mr. [redacted] that the information is provided in the Average Billing correspondence and is stated when processing a transfer of service.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr. [redacted]’s concerns regarding the average billing dispute; however, Mr. [redacted]’s account has been invoiced correctly based upon the terms and conditions disclosed in the Terms of Service and Reliant’s Average Billing Program correspondence. In the event the contract is canceled or terminated or your electric service is disconnected the Average Billing option does not affect your obligation to pay for all actual usage. Additionally, as previously stated, on July 6, 2015, Mr. [redacted] was advised that if the account is enrolled in the Average Billing program, any deferred balance or credit will be billed to the final invoice. At this time, no adjustment or credits are warranted.
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
Mr. [redacted] is...
requesting a $400.00 rebate for electric service at [redacted].
History
On July 28, 2014, Mr. [redacted] completed an enrollment online for electric service at [redacted]. Mr. [redacted] enrolled on Reliant’s Secure Advantage 12 plan. This plan includes an energy charge of 6.4¢ per kWh, TDSP delivery charges of $5.25 per month and 3.2184¢ per kWh, and a usage charge of $9.95 for usage below 800 kWh in a billing cycle. Mr. [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 July 28, 2014. Mr. [redacted] requested the service to begin on July 31, 2014. Additionally, this plan did not include an enrollment incentive.
On September 23, 2014, Mr. [redacted] contacted Reliant to inquire on the $400.00 rebate for the plan. Mr. [redacted] stated that he was to receive a $400.00 rebate as part of the plan and it was not processed. The agent reviewed the account and entered a request to have the issue researched. The agent advised to allow 1-2 billing cycles for the research to be completed.
On October 14, 2014, the research concluded that the price plan Mr. [redacted] enrolled for did not include the incentive of the $400.00 rebate and noted the account that another version of the Secure 12 plan would need to be enrolled for to qualify for the $400.00 rebate.
On January 23, 2015, Mr. [redacted] contacted Reliant to inquire on the rebate not being applied to the account. The agent reviewed the account and advised Mr. [redacted] the price plan enrolled for did not include a $400.00 rebate and offered to transition the price plan to an updated Secure Advantage 12 plan at 13.9 cents/kWh for 2000 kWh that would include the $400.00 rebate. Mr. [redacted] declined the offer and requested a corporate phone number to address his issue.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]. Reliant has invoiced Mr. [redacted]'s account correctly based upon the terms and conditions disclosed on his EFL for the Secure Advantage 12 plan.
On January 28, 2015, as a courtesy, Reliant applied $400.00 as a bill credit to the account.
On January 30, 2015, Mr. [redacted] was contacted and advised of the bill credit being applied to the account.
Additionally, Mr. [redacted]’s feedback has been forwarded to Reliant’s Marketing area for review.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
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...
notification process for a final invoice for electric service at [redacted].
History
On November 28, 2014, notification was received that the electric service account at [redacted] was switching to another retail electric provider (REP) effective December 19, 2014.
On December 23, 2014, a final invoice for $45.15 with a due date of January 8, 2015 was sent for the final billing period of November 20, 2014 through December 19, 2014.
On January 5, 2015, an outbound courtesy call was made by Credit to [redacted] to inform **. [redacted] that services were no longer with Reliant and to verify if the customer had received the final invoice and also verified the due date of January 8, 2015.
Later that day, an outbound automated courtesy call was made by Credit to [redacted] in reference to the final bill for the account.
Resolution
**. [redacted]’s account has been invoiced in accordance with her Terms of Service.
Reliant’s records indicate that Credit completed multiple attempts on January 5, 2015 to notify **. [redacted] about the final invoiced amount and the due date.
On January 7, 2015, a payment for $45.15 was posted to the account leaving a $0.00 balance.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before send[redacted] it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Ms. K[redacted] is correct when she states that I freely chose my current rate plan. Nobody forced me to do it. However, it does not change the fact that the coupon I tried to use was a form of bait-and-switch advertis[redacted]. I matched the coupon to the product named on the coupon, attempted to buy that product, then had the seller tell me they would only honor the coupon if I purchased a different, more expensive product that had the same name. I accepted the situation at the time because I was mov[redacted], needed power at my new home, and had no more time to waste argu[redacted] about it. That was my mistake. I will not make that mistake a second time.I believe Reliant's actions on May 11, 2014, were dishonest and I am very disappointed. Please post this complaint so that other consumers may be warned. Regards,Donald [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...
cancellation fee for electric service at [redacted]
History
On January 29, 2015, an invoice for $244.65 was sent for the billing period of December 26, 2014 through January 27, 2015 with Current Charges of $244.65.
On February 2, 2015, Ms. [redacted] contacted Reliant to request a payment arrangement for the account. The agent advised that the account was eligible for an extension until the date of March 9, 2015. Ms. [redacted] agreed to the extension and the request was processed.
On February 12, 2015, Ms. [redacted] contacted Reliant to request a payment arrangement for the account. The agent reviewed the account and advised that there was a previous extension in place for the account.
On February 16, 2015, a payment of $244.65 was posted to the account.
On February 20, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On February 24, 2015, a final invoice for $379.09 with a due date of March 12, 2015 was sent for the billing period of January 27, 2015 through February 20, 2015 with Current Charges of $379.06.
On March 19, 2015, a payment of $129.06 was posted to the account.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]. A review of Ms. [redacted]' account determined that on February 12, 2015, a payment request was submitted to Ms. [redacted] financial institution in error.
Ms. [redacted]' service has been closed with Reliant as of February 20, 2015. As a courtesy, a request has been processed to waive the Early Cancellation Fee.
On April 10, 2015, a Reliant agent contacted Ms. [redacted] to advise of the cancellation fee removal.
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 his invoiced...
usage and charges at [redacted].
History
On January 29, 2015, an online enrollment request was submitted to Reliant requesting to start service at [redacted] on January 30, 2015. Mr. [redacted] selected Reliant' s Conservation Plan 12 effective the January 2015 meter read date. This plan offers a an energy charge of 4.9¢ per kWh for usage from 0 to 1000 kWh, an energy charge of 8.4¢ per kWh usage above 1000 kWh, and Oncor Delivery Charges of $5.25 per months 3.3189¢ per kWh. The term of this plan is 12 months and it has an early cancelation fee of $150.00.
On January 30, 2015, an email confirming Reliant' s service start date was sent to Mr. [redacted] at [redacted]. A copy of the terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) was included.
On March 3, 2015, an invoice was sent for $479.89 for the billing period of January 30, 2015 to February 27, 2015.
On March 12, 2015, Mr. [redacted] contacted Reliant disputing his March invoice. The Reliant representative explained to Mr. [redacted] several factors that may be contributing to Mr. [redacted]'s invoice. Due to a significant increase in the usage, in comparison to historical consumption at [redacted], a meter test request was submitted on behalf of Mr. [redacted]. Additionally, the Reliant representative sent Mr. [redacted] energy savings tips to assist with managing electrical usage for his home and suggestions on how to lower his monthly consumption.
On March 25, 2015, Reliant received the meter test response stating meter readings were accurate and the meter was working correctly.
On March 31, 2015, Mr. [redacted] contacted Reliant disputing the Oncor Delivery Charges on the Conservation Plan 12. The Reliant representative explained how the Oncor Delivery Charges are determined and assessed to the account, in addition to all charges assessed on the Conservation Plan 12. Mr. [redacted] did not agree with the charges stating he was not advised of the Oncor charges. An investigation to determine if Mr. [redacted] was provided a copy of the terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) was provided at the time of enrollment was submitted.
On April 1, 2015, Reliant confirmed Mr. [redacted] was provided a copy of the terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) via his online enrollment on January 30, 2015 for the Conservation Plan 12 plan.
Resolution
Reliant understands Mr. [redacted]'s concerns regarding the usage dispute, Reliant is responsible for billing Mr. [redacted]'s account in accordance with the meter information provided by Oncor and in accordance with his Terms of Service.
As a courtesy, Reliant has changed Mr. [redacted]'s rate plan from the Conservation Plan 12 to the Get More Save More 12 plan effective the March 2015 meter read date. This plan offers a an energy charge of 5.7¢ per kWh for usage from 1 to 1000 kWh, an energy charge of 3.2¢ per kWh usage 1001 kWh and greater, a base charge of $6.95 and Oncor Delivery Charges of $5.25 per month and 3.3344¢ per kWh. Additionally, the $150.00 early cancelation fee for the Conservation Plan 12 was waived.
For any additional questions about this concern, please contact me at ###-###-####. I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.
This is in response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] regarding the premise at [redacted].
In regards to the concerns outlined in Mr. [redacted] complaint regarding Reliant Energy we regret we will be unable to assist with this matter....
Please allow us to clarify that [redacted] is a TDSP (Transmission and Distribution Company) for electric service in the Greater [redacted] area. We own, maintain, and repair the power lines and other electrical equipment used to deliver and register electricity usage.
We are not, however, an electric provider or company that sells/bills customers for electricity. Therefore, we would direct Mr. [redacted] to contact Reliant Energy to discuss all billing issues including price per kilowatt, number of billing days, seasonal temperature variances, retail electric provider related charges and other factors that influence the amount of the bill, as [redacted] does not have access to Mr. [redacted] billing records.
We were successful in speaking with Mr. [redacted] today and he was very receptive to the information provide. He also acknowledged that he will be contacting the [redacted] Consumer Protection in reference to his complaint.
Mr. [redacted] was receptive to the information provided and thanked us for contacting him.
Respectfully,
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 her electric service account at [redacted]. [redacted] states that she was not properly notified that her previous price plan was expiring.
History
On [redacted] 17, 2013, [redacted] submitted an online request to enroll her electric service account at [redacted] to Reliant effective on the requested date of [redacted] 19, 2013 and her request was processed. [redacted] agreed to enroll on Reliant’s Conservation 3 plan. The term of this plan is 3 months and it has an early cancellation fee of $75.00. [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on [redacted] 17, 2013.
On [redacted] 29, 2014, a contract expiration notice (CEN) was sent to [redacted] advising that the current price plan was expiring and that the account would transition to the Reliant Flex plan with the first meter read date after April 1, 2014 unless [redacted] enrolls in an alternate price plan or if she switches her 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.
Reliant’s records do not reflect that a request was received from [redacted] to change her price plan; therefore, the account transitioned to the Reliant Flex plan effective [redacted] 13, 2014.
On [redacted] 18, 2014, an invoice of $150.89 was sent for the billing period of [redacted] 12, 2014 through [redacted] 13, 2014. This invoice advises “Thank you for being a valued customer. Your current plan is set to expire with the current billing period. However, your new plan, Reliant Flex plan will begin with your next billing period. Feel free to call us at [redacted] at anytime if you have questions.”
Subsequent invoices from [redacted] 16, 2014 through [redacted] 15, 2014 reflected the Reliant Flex plan pricing.
On [redacted] 18, 2014, [redacted] contacted Reliant concerning a high bill. The Reliant agent advised that the bill was due to usage and the price plan of the Reliant Flex plan. [redacted] stated that she was not notified of the price plan update to the account. The agent offered to place the account on an updated contracted price plan. [redacted] declined the offer
On [redacted] 21, 2014, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider (REP) effective [redacted] 21, 2014.
On [redacted] 25, 2014, a final invoice for $1,158.32 was sent for the billing period of [redacted] 12, 2014 to [redacted] 21, 2014 with a balance forward of $1,010.52 and Current Charges of $147.80.
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted]; however, a review of her account determined that [redacted] was invoiced in accordance with his Terms of Service. Reliant's records do not indicate that mail was returned. No additional adjustments are warranted at this time.
Payment arrangements are available upon request for the balance remaining on the account.
For any additional questions about this concern, please contact me at the number 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.
[Provide details of why you are not satisfied with this resolution.]
I don't see how its fair to expect me to repay the excess when I would have met the agreement given the chance it seems quite one sided to say oh well were sorry you cant get our services anymore but hey heres a bill for 2 times what you have been paying. I know for a fact there were months when my usage was under what I paid and I didnt argue because there was a few times it was over as well the only thing I am arguing is the excess I would even be willing to pay the 204 that I had been paying the previous months but charging me the accumulated doesnt seem fair or right
Regards,
Shaun
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 her disconnection of service request. A secondary review of the issue determined that a call to request disconnection of service using phone number information supplied by Ms. [redacted] could not be located on or around the time frame of May 15, 2015.
Reliant’s records indicate that the service remained active under Ms. [redacted]’s name until the disconnection request on file was completed on June 15, 2015. The invoiced charges are valid and no adjustments are warranted at this time.
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 increased energy charge for his electric service account at [redacted]
History
On July 1, 2013, [redacted] contacted Reliant and requested to enroll on the Reliant Basic Power plan. This variable price plan includes an energy charge of 4.6¢ per kWh, [redacted]) electric delivery charges of $6.48 per month and 0.28876¢ per kWh and a usage charge of $9.95 for usage below 800 kWh in a billing cycle. [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 July 3, 2013.
On July 24, 2013, [redacted] contacted Reliant and requested to enroll on the Reliant Secure 9 with 20% Wind plan. This fixed price plan includes an energy charge of 4.8¢ per kWh, [redacted] (CNP) electric delivery charges of $6.48 per month and 0.28872¢ per kWh and a usage charge of $9.95 for usage below 800 kWh in a billing cycle. [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 July 26, 2013.
On February 26, 2014, a contract expiration notice (CEN) was sent to [redacted] advising that the current price plan was expiring and that the account would transition to the Reliant Flex plan with the first meter read date after April 1, 2014 unless [redacted] enrolls in an alternate price plan or if he switches the 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.
Reliant’s records do not reflect that a request was received from [redacted] to change his price plan; therefore, the account transitioned to the Reliant Flex plan effective April 7, 2014.
Subsequent invoices from May 9, 2014 through December 9, 2014 reflected the Reliant Flex plan pricing.
Multiple contacts were received from [redacted] on December 14, 2014 concerning a high bill. The Reliant representatives advised [redacted] that the account was currently enrolled on the Reliant Flex price plan and offered to enroll the account on an available price plan. [redacted] stated that he was not notified of the price plan update to the account, requested to speak with a supervisor and his call was transferred. The Reliant supervisor advised [redacted] that Reliant sent a contract expiration notification reminder letter stating his contracted rate was set to expire with the first meter read date after April 1, 2014.
On December 16, 2014, Reliant received notification that the electric service address at [redacted] was switching to another retail electric provider effective December 15, 2014.
On December 17, 2014, a final invoice for $566.55 was sent for the billing period of December 5, 2014 through December 15, 2014 with a Balance Forward of $460.90 and Current Charges of $105.65.
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted]; however, 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.
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 March 17, 2015, Mrs. [redacted], on behalf of Mr. [redacted], via a Reliant door to door sales agent contacted Reliant and agreed to enroll her electric service account at [redacted] to Reliant effective for the requested date of March 18, 2015. Mrs. [redacted] enrolled on Reliant’s Free Weekends 36 plan. This plan includes an energy charge of 13.6¢ per kWh, [redacted] delivery charges of $8.65 per month and 3.2357¢ 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 bill credit on both the second and eighteenth invoice and a termination fee of $295.00. Mrs. [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 April 9, 2015, an invoice for $151.01 was sent for the billing period of March 18, 2015 through April 7, 2015 with Current Charges of $151.01.
On April 19, 2015, Mrs. [redacted] contacted Reliant to dispute the price plan for the account. The agent reviewed the account and verified that the enrollment from March 17, 2015 was valid. Mrs. [redacted] continued to dispute the price plan. The agent entered a dispute of the price plan for the account and advised to allow 1-2 billing cycles.
On April 20, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On April 22, 2015, a final invoice for $520.38 with a due date of May 8, 2015 was sent for the billing period of April 7, 2015 through April 20, 2015 with a Balance Forward of $151.01 and Current Charges of $369.37. This amount included an early cancellation fee of $295.00.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]. A review of Mr. [redacted]’s account determined that the invoiced charges are valid. The listing of the Con Self Contained Meter is a charge from [redacted] Power ([redacted]) for initiating service for the address of [redacted]. The customer’s price plan determines how much they are billed for their electricity usage each month. The customer has been billed according to Reliant’s Free Weekends 36 plan agreement terms.
Mr. [redacted]’s concerns regarding the Reliant door-to-door sales representative have been addressed. Additionally, feedback from Mr. [redacted]’s experience has been forwarded to the appropriate departments to insure that best practices are followed by Reliant representatives.
Mr. [redacted]'s service has been closed with Reliant as of April 20, 2015. As a courtesy, a request has been processed to waive the termination fee of $295.00 and a corrected invoice will be issued.
On April 27, 2015, a Reliant agent attempted to contact Mr. [redacted] to advise of the cancellation fee removal and the corrected invoice, but the phone number listed was invalid.
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 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 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
Ms. [redacted]'s complaint...
against Reliant concerns not receiving her bills in the mail and as a result, she is being charged late fees. Ms. [redacted] states that she has been billed over $108.00 in late fess over the last three months due to not receiving her monthly invoice on a consistent basis. Additionally, Ms. [redacted] states that she requested to speak to a member of management to address her concerns; however, her attempts have been unsuccessful. Ms. [redacted] is requesting further assistance with this matter.
History
After researching this complaint we have concluded the following: All Late Payment Penalties and Disconnect Notice fees that were charged have been reviewed on Ms. [redacted]’s Reliant account and are considered valid. Our records indicate all bills were sent to Ms. [redacted]’s mailing address on record on a monthly (and timely) manner and Reliant cannot be responsible for any postal delays Ms. [redacted] may be experiencing. No invoices have been returned due to being undeliverable and Ms. [redacted]’s mailing address has been confirmed to be correct.
As per her Terms of Service under 6. Billing, Payment and Payment Arrangements, it states “If you do not pay your bill by the due date, we may charge you a late fee of 5% on the amount for the previous month’s past-due electric service. If you fail to pay the amounts due….., you agree to pay all reasonable fees and expenses (including attorney fees) we incur in the collection process.” In addition, under 8. Itemization of Non-Recurring Fees and Charges it states “in addition to charges or fees specified elsewhere in this Agreement or otherwise authorized by law, we may assess the following fees and charges: $25.00 for payments returned for insufficient funds by any method including, but no limit to, bank or personal check…..$20.00 for each disconnection and termination notice we send you….$25.00 each time we process a transaction requesting that the [redacted] disconnect service.” All Late Payment Penalties and Disconnect Notice fees for nonpayment are billed regardless if Ms. [redacted]'s electricity service is interrupted or not for the expenses incurred due the collection process by Reliant.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]. [redacted] does sympathize with Ms. [redacted]'s position, however, Reliant acted properly and applied the non-recurring charges to her account as per her Terms of Service, therefore, all Disconnect Notice and Late Payment Penalties are considered valid and have been billed appropriately. However, in an attempt to resolve this matter, a Late Payment Penalty of $4.13, a $10.00 Disconnect Notice Fee and Disconnect Recovery Charges totaling $50.00 were credited to Ms. [redacted]'s account, as a courtesy. Our records indicate Ms. [redacted]’s account is now current and as long as payments are made on time, Ms. [redacted] will not incur Late Payment Penalty, Disconnect Notice fees, or Disconnect Recovery Charges. On November 18, 2015, Ms. [redacted] was contacted and provided with a detailed explanation of her account and other payment and billing options. Additionally, Ms. [redacted]’s concerns regarding the Reliant customer service representative have been addressed.
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] is attached.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Crystal [redacted]
Revdex.com:
I wanted to clarify that as I have stated I ordered cancellation of my service effective 8/1 and not 8/7 as Crystal has misled. It is clearly in thier system notes that my request for deactivation was on that day and I don't like how Crystal has denyed responsibility otherwise.Also Crystal promised me twice that she would follow up with me regarding the resolution and never did. Also when I spoke on the phone with her she was very rude and wouldn't allow me to speak and describe my situation, Crystal was very agressive with me and I didn't appreciate her attitude and especially don't appreciate her lack of telling the truth about the situation.Today I made a payment to closeo ut my balance due to Reliant but would like to reject resolution and let the Revdex.com know that I am still unsatisfied with Reliant and disagree with their business policy's, lack of customer service and ability to resolve a problem.
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see the 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]
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 2
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms. [redacted]’s concerns. A response has been received from [redacted] as of July 28, 2015. [redacted] has confirmed that the meter readings submitted for the period of June 30, 2014 to June 29, 2015 are accurate and that no billing adjustments are warranted at this time. On July 29, 2015, [redacted] was contacted to verify if the meter was replaced for the address of [redacted]nue. [redacted] verified that the meter was not replaced. Ms. [redacted] can contact [redacted] at [redacted] to verify the status of the meter.
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]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see the attachment for a summary of our findings. Mr. [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.
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 4
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted], and we understand Mr. [redacted]’ concerns regarding the representation of the price plan.
A review of the dispute and the account indicates that proper notification of the contract expiration notice (CEN) was sent to Ms. [redacted] on December 28, 2011 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 her electric service to another retail electric provider (REP). The corresponding Electricity Facts Label (EFL) for the Reliant Monthly Flex plan was issued for the plan. The EFL also states, “Except for price changes allowed by law or regulatory, this price is the price that will be applied during your first billing cycle; this price may change in subsequent months at the sole discretion of Reliant.”
Ms. [redacted]’ account has been invoiced in accordance with his Terms of Service. No adjustments are warranted at this time.
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
Mr. [redacted] is disputing the...
final invoice billing amount for the electric service at [redacted]
History
On January 14, 2015, an online request was received from Mr. [redacted] requesting to enroll in the
Retro-Average Billing program. Correspondence was emailed to Mr. [redacted] at [redacted].[redacted]@GMAIL.COM confirming his enrollment in the Average Billing Program on
January 14, 2015. The email correspondence included a “Learn how Average Billing is calculated” link that provided Mr. [redacted] further detailed explanations of the Average Billing monthly payment calculation process and Deferred Balance accrual and settlement process.
Our records indicate that subsequent invoices were emailed to Mr. [redacted] at [redacted].[redacted]@GMAIL.COM reflecting his participation in the Average Billing Program and monthly Average Billing Deferred Balance.
On July 6, 2015, Mr. [redacted] contacted Reliant and requested to transfer the electric service to [redacted] effective July 8, 2015. At that time, the Reliant representative advised Mr. [redacted] if enrolled in the Average Billing program, any deferred balance or credit will be billed to the final invoice. Additionally, a confirmation email was sent to Mr. [redacted] at [redacted].[redacted]@GMAIL.COM which included a copy his Terms of Service Agreement, a copy of Your Rights as a Customer Document and an Electricity Facts Label (EFL).
On July 10, 2015, a final invoice of $255.28 was sent for the final billing period of June 8, 2015 through July 8, 2015 with Current Charges of $224.12 and a Balance Due from Billing Plan of $31.16.
On July 10, 2015, Mr. [redacted] contacted Reliant for an explanation of his final invoice. The Reliant agent reviewed the account and provided an explanation of the invoice amount.
Later on July 10, 2015, Mr. [redacted] contacted a Reliant web-chat representative to dispute his final invoice. Mr. [redacted] stated that he was not advised that the Average Billing program does not transfer or that the Average Billing Deferred Balance is billed once he closes his account. The web representative advised Mr. [redacted] that the information is provided in the Average Billing correspondence and is stated when processing a transfer of service.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr. [redacted]’s concerns regarding the average billing dispute; however, Mr. [redacted]’s account has been invoiced correctly based upon the terms and conditions disclosed in the Terms of Service and Reliant’s Average Billing Program correspondence. In the event the contract is canceled or terminated or your electric service is disconnected the Average Billing option does not affect your obligation to pay for all actual usage. Additionally, as previously stated, on July 6, 2015, Mr. [redacted] was advised that if the account is enrolled in the Average Billing program, any deferred balance or credit will be billed to the final invoice. At this time, no adjustment or credits are warranted.
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.
Crystal [redacted]
Customer Support
[redacted]
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Mr. [redacted] is...
requesting a $400.00 rebate for electric service at [redacted].
History
On July 28, 2014, Mr. [redacted] completed an enrollment online for electric service at [redacted]. Mr. [redacted] enrolled on Reliant’s Secure Advantage 12 plan. This plan includes an energy charge of 6.4¢ per kWh, TDSP delivery charges of $5.25 per month and 3.2184¢ per kWh, and a usage charge of $9.95 for usage below 800 kWh in a billing cycle. Mr. [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 July 28, 2014. Mr. [redacted] requested the service to begin on July 31, 2014. Additionally, this plan did not include an enrollment incentive.
On September 23, 2014, Mr. [redacted] contacted Reliant to inquire on the $400.00 rebate for the plan. Mr. [redacted] stated that he was to receive a $400.00 rebate as part of the plan and it was not processed. The agent reviewed the account and entered a request to have the issue researched. The agent advised to allow 1-2 billing cycles for the research to be completed.
On October 14, 2014, the research concluded that the price plan Mr. [redacted] enrolled for did not include the incentive of the $400.00 rebate and noted the account that another version of the Secure 12 plan would need to be enrolled for to qualify for the $400.00 rebate.
On January 23, 2015, Mr. [redacted] contacted Reliant to inquire on the rebate not being applied to the account. The agent reviewed the account and advised Mr. [redacted] the price plan enrolled for did not include a $400.00 rebate and offered to transition the price plan to an updated Secure Advantage 12 plan at 13.9 cents/kWh for 2000 kWh that would include the $400.00 rebate. Mr. [redacted] declined the offer and requested a corporate phone number to address his issue.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]. Reliant has invoiced Mr. [redacted]'s account correctly based upon the terms and conditions disclosed on his EFL for the Secure Advantage 12 plan.
On January 28, 2015, as a courtesy, Reliant applied $400.00 as a bill credit to the account.
On January 30, 2015, Mr. [redacted] was contacted and advised of the bill credit being applied to the account.
Additionally, Mr. [redacted]’s feedback has been forwarded to Reliant’s Marketing area for review.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[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...
notification process for a final invoice for electric service at [redacted].
History
On November 28, 2014, notification was received that the electric service account at [redacted] was switching to another retail electric provider (REP) effective December 19, 2014.
On December 23, 2014, a final invoice for $45.15 with a due date of January 8, 2015 was sent for the final billing period of November 20, 2014 through December 19, 2014.
On January 5, 2015, an outbound courtesy call was made by Credit to [redacted] to inform **. [redacted] that services were no longer with Reliant and to verify if the customer had received the final invoice and also verified the due date of January 8, 2015.
Later that day, an outbound automated courtesy call was made by Credit to [redacted] in reference to the final bill for the account.
Resolution
**. [redacted]’s account has been invoiced in accordance with her Terms of Service.
Reliant’s records indicate that Credit completed multiple attempts on January 5, 2015 to notify **. [redacted] about the final invoiced amount and the due date.
On January 7, 2015, a payment for $45.15 was posted to the account leaving a $0.00 balance.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[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 send[redacted] it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Ms. K[redacted] is correct when she states that I freely chose my current rate plan. Nobody forced me to do it. However, it does not change the fact that the coupon I tried to use was a form of bait-and-switch advertis[redacted]. I matched the coupon to the product named on the coupon, attempted to buy that product, then had the seller tell me they would only honor the coupon if I purchased a different, more expensive product that had the same name. I accepted the situation at the time because I was mov[redacted], needed power at my new home, and had no more time to waste argu[redacted] about it. That was my mistake. I will not make that mistake a second time.I believe Reliant's actions on May 11, 2014, were dishonest and I am very disappointed. Please post this complaint so that other consumers may be warned. Regards,Donald [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...
cancellation fee for electric service at [redacted]
History
On January 29, 2015, an invoice for $244.65 was sent for the billing period of December 26, 2014 through January 27, 2015 with Current Charges of $244.65.
On February 2, 2015, Ms. [redacted] contacted Reliant to request a payment arrangement for the account. The agent advised that the account was eligible for an extension until the date of March 9, 2015. Ms. [redacted] agreed to the extension and the request was processed.
On February 12, 2015, Ms. [redacted] contacted Reliant to request a payment arrangement for the account. The agent reviewed the account and advised that there was a previous extension in place for the account.
On February 16, 2015, a payment of $244.65 was posted to the account.
On February 20, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On February 24, 2015, a final invoice for $379.09 with a due date of March 12, 2015 was sent for the billing period of January 27, 2015 through February 20, 2015 with Current Charges of $379.06.
On March 19, 2015, a payment of $129.06 was posted to the account.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]. A review of Ms. [redacted]' account determined that on February 12, 2015, a payment request was submitted to Ms. [redacted] financial institution in error.
Ms. [redacted]' service has been closed with Reliant as of February 20, 2015. As a courtesy, a request has been processed to waive the Early Cancellation Fee.
On April 10, 2015, a Reliant agent contacted Ms. [redacted] to advise of the cancellation fee removal.
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
Mr. [redacted] is disputing his invoiced...
usage and charges at [redacted].
History
On January 29, 2015, an online enrollment request was submitted to Reliant requesting to start service at [redacted] on January 30, 2015. Mr. [redacted] selected Reliant' s Conservation Plan 12 effective the January 2015 meter read date. This plan offers a an energy charge of 4.9¢ per kWh for usage from 0 to 1000 kWh, an energy charge of 8.4¢ per kWh usage above 1000 kWh, and Oncor Delivery Charges of $5.25 per months 3.3189¢ per kWh. The term of this plan is 12 months and it has an early cancelation fee of $150.00.
On January 30, 2015, an email confirming Reliant' s service start date was sent to Mr. [redacted] at [redacted]. A copy of the terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) was included.
On March 3, 2015, an invoice was sent for $479.89 for the billing period of January 30, 2015 to February 27, 2015.
On March 12, 2015, Mr. [redacted] contacted Reliant disputing his March invoice. The Reliant representative explained to Mr. [redacted] several factors that may be contributing to Mr. [redacted]'s invoice. Due to a significant increase in the usage, in comparison to historical consumption at [redacted], a meter test request was submitted on behalf of Mr. [redacted]. Additionally, the Reliant representative sent Mr. [redacted] energy savings tips to assist with managing electrical usage for his home and suggestions on how to lower his monthly consumption.
On March 25, 2015, Reliant received the meter test response stating meter readings were accurate and the meter was working correctly.
On March 31, 2015, Mr. [redacted] contacted Reliant disputing the Oncor Delivery Charges on the Conservation Plan 12. The Reliant representative explained how the Oncor Delivery Charges are determined and assessed to the account, in addition to all charges assessed on the Conservation Plan 12. Mr. [redacted] did not agree with the charges stating he was not advised of the Oncor charges. An investigation to determine if Mr. [redacted] was provided a copy of the terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) was provided at the time of enrollment was submitted.
On April 1, 2015, Reliant confirmed Mr. [redacted] was provided a copy of the terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) via his online enrollment on January 30, 2015 for the Conservation Plan 12 plan.
Resolution
Reliant understands Mr. [redacted]'s concerns regarding the usage dispute, Reliant is responsible for billing Mr. [redacted]'s account in accordance with the meter information provided by Oncor and in accordance with his Terms of Service.
As a courtesy, Reliant has changed Mr. [redacted]'s rate plan from the Conservation Plan 12 to the Get More Save More 12 plan effective the March 2015 meter read date. This plan offers a an energy charge of 5.7¢ per kWh for usage from 1 to 1000 kWh, an energy charge of 3.2¢ per kWh usage 1001 kWh and greater, a base charge of $6.95 and Oncor Delivery Charges of $5.25 per month and 3.3344¢ per kWh. Additionally, the $150.00 early cancelation fee for the Conservation Plan 12 was waived.
For any additional questions about this concern, please contact me at ###-###-####. I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.
Nancy S[redacted]
Customer Support
###-###-####
This is in response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] regarding the premise at [redacted].
In regards to the concerns outlined in Mr. [redacted] complaint regarding Reliant Energy we regret we will be unable to assist with this matter....
Please allow us to clarify that [redacted] is a TDSP (Transmission and Distribution Company) for electric service in the Greater [redacted] area. We own, maintain, and repair the power lines and other electrical equipment used to deliver and register electricity usage.
We are not, however, an electric provider or company that sells/bills customers for electricity. Therefore, we would direct Mr. [redacted] to contact Reliant Energy to discuss all billing issues including price per kilowatt, number of billing days, seasonal temperature variances, retail electric provider related charges and other factors that influence the amount of the bill, as [redacted] does not have access to Mr. [redacted] billing records.
We were successful in speaking with Mr. [redacted] today and he was very receptive to the information provide. He also acknowledged that he will be contacting the [redacted] Consumer Protection in reference to his complaint.
Mr. [redacted] was receptive to the information provided and thanked us for contacting him.
Respectfully,
[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 her electric service account at [redacted]. [redacted] states that she was not properly notified that her previous price plan was expiring.
History
On [redacted] 17, 2013, [redacted] submitted an online request to enroll her electric service account at [redacted] to Reliant effective on the requested date of [redacted] 19, 2013 and her request was processed. [redacted] agreed to enroll on Reliant’s Conservation 3 plan. The term of this plan is 3 months and it has an early cancellation fee of $75.00. [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on [redacted] 17, 2013.
On [redacted] 29, 2014, a contract expiration notice (CEN) was sent to [redacted] advising that the current price plan was expiring and that the account would transition to the Reliant Flex plan with the first meter read date after April 1, 2014 unless [redacted] enrolls in an alternate price plan or if she switches her 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.
Reliant’s records do not reflect that a request was received from [redacted] to change her price plan; therefore, the account transitioned to the Reliant Flex plan effective [redacted] 13, 2014.
On [redacted] 18, 2014, an invoice of $150.89 was sent for the billing period of [redacted] 12, 2014 through [redacted] 13, 2014. This invoice advises “Thank you for being a valued customer. Your current plan is set to expire with the current billing period. However, your new plan, Reliant Flex plan will begin with your next billing period. Feel free to call us at [redacted] at anytime if you have questions.”
Subsequent invoices from [redacted] 16, 2014 through [redacted] 15, 2014 reflected the Reliant Flex plan pricing.
On [redacted] 18, 2014, [redacted] contacted Reliant concerning a high bill. The Reliant agent advised that the bill was due to usage and the price plan of the Reliant Flex plan. [redacted] stated that she was not notified of the price plan update to the account. The agent offered to place the account on an updated contracted price plan. [redacted] declined the offer
On [redacted] 21, 2014, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider (REP) effective [redacted] 21, 2014.
On [redacted] 25, 2014, a final invoice for $1,158.32 was sent for the billing period of [redacted] 12, 2014 to [redacted] 21, 2014 with a balance forward of $1,010.52 and Current Charges of $147.80.
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted]; however, a review of her account determined that [redacted] was invoiced in accordance with his Terms of Service. Reliant's records do not indicate that mail was returned. No additional adjustments are warranted at this time.
Payment arrangements are available upon request for the balance remaining on the account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
###-###-####[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
I don't see how its fair to expect me to repay the excess when I would have met the agreement given the chance it seems quite one sided to say oh well were sorry you cant get our services anymore but hey heres a bill for 2 times what you have been paying. I know for a fact there were months when my usage was under what I paid and I didnt argue because there was a few times it was over as well the only thing I am arguing is the excess I would even be willing to pay the 204 that I had been paying the previous months but charging me the accumulated doesnt seem fair or right
Regards,
Shaun
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 her disconnection of service request. A secondary review of the issue determined that a call to request disconnection of service using phone number information supplied by Ms. [redacted] could not be located on or around the time frame of May 15, 2015.
Reliant’s records indicate that the service remained active under Ms. [redacted]’s name until the disconnection request on file was completed on June 15, 2015. The invoiced charges are valid and no adjustments are warranted at this time.
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 increased energy charge for his electric service account at [redacted]
History
On July 1, 2013, [redacted] contacted Reliant and requested to enroll on the Reliant Basic Power plan. This variable price plan includes an energy charge of 4.6¢ per kWh, [redacted]) electric delivery charges of $6.48 per month and 0.28876¢ per kWh and a usage charge of $9.95 for usage below 800 kWh in a billing cycle. [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 July 3, 2013.
On July 24, 2013, [redacted] contacted Reliant and requested to enroll on the Reliant Secure 9 with 20% Wind plan. This fixed price plan includes an energy charge of 4.8¢ per kWh, [redacted] (CNP) electric delivery charges of $6.48 per month and 0.28872¢ per kWh and a usage charge of $9.95 for usage below 800 kWh in a billing cycle. [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 July 26, 2013.
On February 26, 2014, a contract expiration notice (CEN) was sent to [redacted] advising that the current price plan was expiring and that the account would transition to the Reliant Flex plan with the first meter read date after April 1, 2014 unless [redacted] enrolls in an alternate price plan or if he switches the 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.
Reliant’s records do not reflect that a request was received from [redacted] to change his price plan; therefore, the account transitioned to the Reliant Flex plan effective April 7, 2014.
Subsequent invoices from May 9, 2014 through December 9, 2014 reflected the Reliant Flex plan pricing.
Multiple contacts were received from [redacted] on December 14, 2014 concerning a high bill. The Reliant representatives advised [redacted] that the account was currently enrolled on the Reliant Flex price plan and offered to enroll the account on an available price plan. [redacted] stated that he was not notified of the price plan update to the account, requested to speak with a supervisor and his call was transferred. The Reliant supervisor advised [redacted] that Reliant sent a contract expiration notification reminder letter stating his contracted rate was set to expire with the first meter read date after April 1, 2014.
On December 16, 2014, Reliant received notification that the electric service address at [redacted] was switching to another retail electric provider effective December 15, 2014.
On December 17, 2014, a final invoice for $566.55 was sent for the billing period of December 5, 2014 through December 15, 2014 with a Balance Forward of $460.90 and Current Charges of $105.65.
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted]; however, 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.
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...
terms offered from a door to door agent for electric service at [redacted].
History
On March 17, 2015, Mrs. [redacted], on behalf of Mr. [redacted], via a Reliant door to door sales agent contacted Reliant and agreed to enroll her electric service account at [redacted] to Reliant effective for the requested date of March 18, 2015. Mrs. [redacted] enrolled on Reliant’s Free Weekends 36 plan. This plan includes an energy charge of 13.6¢ per kWh, [redacted] delivery charges of $8.65 per month and 3.2357¢ 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 bill credit on both the second and eighteenth invoice and a termination fee of $295.00. Mrs. [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 April 9, 2015, an invoice for $151.01 was sent for the billing period of March 18, 2015 through April 7, 2015 with Current Charges of $151.01.
On April 19, 2015, Mrs. [redacted] contacted Reliant to dispute the price plan for the account. The agent reviewed the account and verified that the enrollment from March 17, 2015 was valid. Mrs. [redacted] continued to dispute the price plan. The agent entered a dispute of the price plan for the account and advised to allow 1-2 billing cycles.
On April 20, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On April 22, 2015, a final invoice for $520.38 with a due date of May 8, 2015 was sent for the billing period of April 7, 2015 through April 20, 2015 with a Balance Forward of $151.01 and Current Charges of $369.37. This amount included an early cancellation fee of $295.00.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]. A review of Mr. [redacted]’s account determined that the invoiced charges are valid. The listing of the Con Self Contained Meter is a charge from [redacted] Power ([redacted]) for initiating service for the address of [redacted]. The customer’s price plan determines how much they are billed for their electricity usage each month. The customer has been billed according to Reliant’s Free Weekends 36 plan agreement terms.
Mr. [redacted]’s concerns regarding the Reliant door-to-door sales representative have been addressed. Additionally, feedback from Mr. [redacted]’s experience has been forwarded to the appropriate departments to insure that best practices are followed by Reliant representatives.
Mr. [redacted]'s service has been closed with Reliant as of April 20, 2015. As a courtesy, a request has been processed to waive the termination fee of $295.00 and a corrected invoice will be issued.
On April 27, 2015, a Reliant agent attempted to contact Mr. [redacted] to advise of the cancellation fee removal and the corrected invoice, but the phone number listed was invalid.
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]