Revdex.com:,, reliant never mentioned the pricing of my new bill at the end of the contracts, also,, they never inform me thought email nor phone.
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.]
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Regards, Iam not agree with [redacted]. I don't want ti know I yesd this many kW or that what I want is to get to the main point, for reliant to get the record where they indicated that I will be paying $69.00 per month for one year contract and not matter how much electricity I used I that will be the amount on my bill. $69.00 plus tax. I really dont get any specific answer from [redacted] I will prefere him not to tell me how much I used or this or that.I don't need that kind if explanation get the record conversation nlike I mentioned before. That will be fair. That last bill is ridiculous.how can I pay for a lie. Thank you.
[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, but I would like to note that I have never had service disconnected for non-payment as suggested, and I still think that it was an unfair decision.
Revdex.com:
This letter is to inform you that Reliant Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/11/2017 and assigned [redacted]
Reliant has refunded my money. I am satisfied and you can close my case.Thank you!B[redacted] Shiffler
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10558459, and have determined that this proposed action would not resolve my complaint.
NO BILL SENT TO ME, SENT DIRECTLY TO COLLECTION AGENCY. REMOVE INCORRECT INFORMATION FROM CREDIT REPORT
Regards,
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 cancellation fee for electric service at [redacted]
History
Mr. [redacted]'s account became active on Reliant’s Secure plan effective August 4, 2014. The term of this plan is 12 months and it has a $295.00 early cancellation fee.
On April 7, 2015, a price plan renewal letter was issued to Mr. [redacted]. The letter advised of the option to update the current price plan to an updated price plan. The letter also advises, "If you choose not to enroll in a new plan at this time, you will receive a contract expiration notice approximately five weeks before your current plan expires. It will provide details of what will happen at the end of your current plan's term. Please keep in mind that choosing another retail electric provider before you receive your contract expiration notice could result in a cancellation fee."
On May 21, 2015, an invoice for $149.73 was sent for the billing period of April 20, 2015 through May 19, 2015. This invoice also includes a bill message advising “Your current plan is effective through your meter read on or after August 1, 2015.”
On June 16, 2015, Reliant received notification that the electric service at 1400 Oak Hollow Drive was switching to another retail electric provider effective for the same date.
On June 18, 2015, a final invoice for $554.72 with a due date of July 6, 2015 was sent for the billing period of May 19, 2015 through June 16, 2015 with Current Charges of $554.72.
On June 29, 2015, Mr. [redacted] contacted Reliant regarding the early cancellation fee of $295.00 assessed on his June 18, 2015 final invoice and was provided with his account status. Mr. [redacted] advised that he received a letter from Reliant advising of a promotional renewal offer would expire on June 19th. A Reliant representative advised Mr. [redacted] that the letter he was referencing was an early renewal letter and did not advise that his current price plan was expiring on June 11, 2015. The Reliant representative clarified that the early renewal letter advised that the promotional offer would expire on June 11, 2015, not his current contract. Mr. [redacted] requested that the call be escalated and Mr. [redacted] was set up for a call back request.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of the account determined that Mr. [redacted] was invoiced in accordance with his Terms of Service for the account. Mr. [redacted]'s service has been closed with Reliant as of June 16, 2015. As a courtesy, a request has been processed to waive the Early Cancellation Fee.
On July 1, 2015, a Reliant representative contacted Mr. [redacted] to advise of the updates being made to the account and advised that a corrected invoice would be issued once completed.
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 requesting a reversal...
of fees due to a non-sufficient funds (NSF) payment for his electric service account at [redacted].
History
On December 16, 2014, a payment of $67.30 posted to Mr. [redacted]’s account.
On December 22, 2014, Reliant received notification that the payment for $67.30 was not honored by Mr. [redacted]’s financial institution. At that time, a $25.00 NSF fee was assessed to Mr. [redacted]’s account. Correspondence advising Mr. [redacted] of the returned payment was sent on December 23, 2014.
On December 30, 2014, a disconnection notice for $67.30 was sent to Mr. [redacted] due by January 9, 2015 and a $10.00 disconnect notice fee was placed to Mr. [redacted]’s account.
On January 6, 2015, an invoice for $166.73 with a due date of January 22, 2015 was sent for the billing period of December 3, 2014 through January 2, 2014 with a balance forward of $0.00, current charges of $61.06, a return payment of $67.30, a returned payment charge of $25.00, a disconnect notice fee of $10.00 and a late payment penalty of $3.37.
On January 9, 2015, a payment of $67.30 posted to Mr. [redacted]'s account.
Later that day, Mr. [redacted] contacted Reliant to inquire on the returned payment. The Reliant agent reviewed the account and as a courtesy, reversed the related charges of the disconnect notice fee for $10.00 and the late fee of $3.37. The Reliant agent then entered a dispute to research the reversal of the $25.00 returned check fee.
On January 12, 2015, the research determined that the account would be credited the $25.00 returned check fee as a courtesy 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, the fees totaling $38.37 from the related charges of the returned payment would be credited to the account. On January 16, 2015, a Reliant agent contacted Mr. [redacted] to advise of the adjustments.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Bern [redacted]
Customer Support
###-###-####
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings: Brief description of complaint...
Ms. [redacted] states that an unauthorized account was opened under her name at [redacted]. Ms. [redacted] is disputing the account charges being sent to a collection agency and is requesting that a settlement later be sent. History After researching this complaint Reliant has concluded the following: On August 8, 2016 a valid online enrollment request was received under Ms. [redacted] name to enroll the electric service account at [redacted] effective August 9, 2016 and the request was processed. The enrollment completed on August 9, 2016. On August 18, 2016, Reliant received notification that the electric service account at [redacted] was in the process of closing effective August 26, 2016 due to an enrollment request received for the premise by another retail electric provider (REP). On August 30, 2016, a final invoice for $140.54 was sent to the mailing address of record, [redacted]. Payment satisfying the account balance did not post to Ms. [redacted] account; therefore, on November 16, 2016 the account balance was referred to collections. On November 16, 2016, Ms. [redacted] contacted Reliant disputing the collection activity stating that an account was created fraudulently under her name and a request was processed to investigate. On November 30, 2016, the investigation determined that we were unable to place Ms. [redacted] at the address and Reliant would need to receive a completed Fraud Affidavit and a copy of an identity theft police report to complete the dispute. On December 20, 2016, Reliant received a valid police report from Ms. [redacted]. Ms. [redacted] was contacted and advised that the Fraud Affidavit would be required to finalize dispute. On February 7, 2017, Ms. [redacted] contacted Reliant regarding the status of the investigation and she was advised that the police report was received; however, the investigation was still pending receipt of the Fraud Affidavit. On February 8, 2017, Reliant received a valid Fraud Affidavit that had been signed and notarized. At that time, a request was submitted to cancel the charges for the Reliant electricity service under Ms. [redacted] name. Several contacts were received from Ms. [redacted] from February 8, 2017 through February 14, 2016 requesting a settlement letter be sent to her via email and she was advised that the correspondence could only be sent via mail. Ms. [redacted] declined to provide a mailing address for settlement letter. On February 21, 2017, a settlement letter was sent to Ms. [redacted] at the P.O. BOX listed on the Fraud Affidavit. Resolution A review of the account determined that Reliant received a valid agreement to enroll the electric service at [redacted] under Ms. [redacted] name. Ms. [redacted] social security number and date of birth were provided as authorization for the enrollment. As such, Reliant invoiced the account correctly based upon the terms and conditions of Reliant’s Terms of Service. Once Reliant was made aware of the fraudulent account a request was opened to investigate Ms. [redacted] account. Reliant requires a notarized fraud affidavit with a police report stating a theft of identity has occurred in order to complete a theft/unauthorized enrollment claim. Once the documentation was received, it was reviewed and the charges for the Reliant electricity service were cancelled and all negative reporting removed accordingly. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. Deidra [redacted] Customer Support 713-488-8681
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hear[redacted] from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find[redacted]s:
Issue
Mr. [redacted] is request[redacted] to...
receive the promotional incentive associated with his price plan for his electric service account at [redacted]. Additionally, Mr. [redacted] disputes the representation of the price plan.
History
On May 5, 2014, an on-line request was received from Mr. [redacted] request[redacted] to process a move-in at [redacted] effective May 27, 2014. Mr. [redacted] agreed to enroll in the Reliant Secure Advantage 14 plan with a $400.00 rebate incentive. This plan offers an Energy Charge of 10.5¢ per kWh, a $9.95 Usage Charge per bill[redacted] period and Oncor Electric Delivery Charges of $9.95 per month and 3.9899¢ per kWh. The Usage Charge will not be included for each bill[redacted] cycle in which the usage is 800 kWh or more. The term of this plan is 14 months and it has a $295.00 early cancellation fee. On May 11, 2014, Mr. [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) via email at [redacted].
On June 21, 2014, Mr. [redacted] contacted Reliant request[redacted] to redeem a $400.00 rebate incentive to be applied to his electric service account. The Reliant representative reviewed the account, confirmed that the account was eligible for the $400.00 rebate incentive and advised Mr. [redacted] that he will receive redemption information by email or mail after his first invoice is generated.
On September 5, 2014, Mr. [redacted] contacted Reliant via email request[redacted] a status on redemption of a $400.00 rebate to be applied to his electric service account.
Later on September 5, 2014, a Reliant representative replied to Mr. [redacted] via email in regards to his inquiry request[redacted] a status on redemption of the $400.00 rebate incentive. The Reliant representative provided the online redemption instruction information to Mr. [redacted].
On October 20, 2014, an invoice for $169.00 was sent for the bill[redacted] period of September 17, 2014 through October 16, 2014 with Current Charges reflect[redacted] a credit amount of $210.89 which included a Promotional Incentive of $400.00, Current Charges of $189.11 and a current Average Bill[redacted] Amount of $169.00. This invoice states after payment of the monthly Total Due, the Deferred Balance will reflect a credit amount of $227.98.
On November 11, 2014, Mr. [redacted] contacted Reliant request[redacted] a status on redemption of a $400.00 rebate incentive to be applied to his electric service account. The Reliant representative improperly advised Mr. [redacted] that the $400.00 rebate incentive will appear on his next invoice.
On December 30, 2014, Mr. [redacted] contacted Reliant request[redacted] a status on redemption of a $400.00 rebate incentive to be applied to his electric service account. The Reliant representative submitted an investigation to review Mr. [redacted]’s account.
Resolution
Reliant regrets any inconvenience these proceed[redacted]s may have caused and we understand Mr. [redacted]’s concerns. Reliant offers a variety of price plans through multiple channels which may reflect different pric[redacted] points and or incentives, and are subject to change. Price fluctuations are dependent on the type of month-to-month or fixed rate price plan enrolled under; however, specific pric[redacted] details for each price plan are available through their electricity facts label (EFL) and Terms of Service provided at the time of enrollment. A review of Mr. [redacted]’s account determined that he has been invoiced correctly based upon the terms and conditions disclosed on his EFL for the Secure Advantage 14 plan. No adjustments are warranted at this time.
On December 31, 2014, a Reliant representative contacted Mr. [redacted] and advised that the $400.00 rebate was applied on the October 20, 2014 invoice and provided an explanation of the average bill[redacted] deferred credit.
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]’s complaint against Reliant...
concerns the disconnection of his electric service and the loss of wages and perishable food items. Mr. [redacted] states that he was provided incorrect information with no resolution. Mr. [redacted] is requesting compensation for his loss and inconvenience due to the disconnection of his electric service.
History
On September 21, 2015, Mr. [redacted] contacted Reliant to enroll his electric service account at 18154 County Road effective September 21, 2015 and Mr. [redacted] was advised that his enrollment would complete later on September 21, 2015.
Later on September 21, 2015, Mr. [redacted] contacted Reliant regarding the status of his account and he was advised that due to a system error his enrollment request was not submitted to Oncor Electric Delivery Company (Oncor). At that time, a priority lights on request was submitted to Oncor for Mr. [redacted]’s electric service at 18154 County Road effective September 22, 2015. Additionally, Mr. [redacted] was offered alternate lodging accommodations at a hotel.
Due to a system error, Reliant did not release Mr. [redacted]’s enrollment request to be worked on September 21, 2015. Mr. [redacted]’s enrollment request was submitted on September 22, 2015 with a request date of September 21, 2015.
On September 22, 2015, Reliant received notification advising that Mr. [redacted]’s enrollment request was rejected due to a transactional error; however, no further action was required because the issue had been resolved with the completed priority lights on request.
Resolution
Reliant regrets any inconvenience or confusion experienced by Mr. [redacted] concerning the initiation of his electric service. It was not Reliant’s intention to provide Mr. [redacted] with inaccurate information regarding the status of his enrollment request. Mr. [redacted] was provided with alternate lodging accommodations at a hotel due to the delay of his enrollment request. In addition, a request was sent Reliant’s Claim Department for review regarding Mr. [redacted]’s food loss claim during the time he was without power. On September 25, 2015, Reliant’s Claim department sent a correspondence to Mr. [redacted] advising that for further consideration of his loss we would need to review any documentation for his out of pocket expenses that were a direct result of this incident. In addition, Reliant is not liable for consequential, incidental or indirect damages. Therefore, Reliant is unable to consider any claim for loss of business or wages. In an attempt to resolve this matter, a $75.00 credit was applied to Mr. [redacted]’s account.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand [redacted]’s concerns regarding his disconnection of service request. A secondary review of the call determined that [redacted] did request a disconnection of service for the requested date of June 30, 2015. [redacted] inquired if confirmation of the disconnection would be sent and the agent advised that a final invoice would be generated. [redacted] inquired on the termination fee of $295.00 and requested written documentation that the fee would not apply. The Reliant agent advised that the termination fee would not apply, but could not supply written confirmation. [redacted] disputed the request and ended the call.
The termination fee of $295.00 would not be charged and a $25.00 bill credit was applied to the account as a one-time courtesy to the account.
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
Ms. Madrangca’s complaint against Reliant concerns...
her request for electric service at her service address that was incorrectly initiated at her billing address. Ms. Madrangca states that Reliant is unable to reverse their error which result in the electric service at the billing address being disconnected. Ms. Madrangca is requesting further assistance with this matter.
History
On April 3, 2016, an online request was received from Ms. Madrangca requesting to switch the electric service account at [redacted] to Reliant effective April 4, 2016.
Later on April 3, 2016, Ms. Madrangca contacted Reliant and advised that the incorrect service address of [redacted] was enrolled. Ms. Madrangca requested a cancellation of her enrollment and at that time, a request was sent to cancel the enrollment; however, there was not enough time to cancel the pending switch request and Ms. Madrangca's switch request completed on April 4, 2016.
On April 5, 2016, Reliant submitted a request within the retail electric market to restore the electric service at [redacted] with the previous retail electric provider (REP) effective April 4, 2016.
Resolution
Reliant apologizes for any inconvenience or confusion these proceedings may have caused Ms. Madrangca. A review of Ms. Madrangca’s account determined Reliant received a valid online agreement to enroll the electric service account at [redacted]. However, once Ms. Madrangca made Reliant aware that the incorrect address was enrolled, Reliant took action in returning the incorrect service address effective the date of loss which is currently pending. Ms. Madrangca will be contacted once the process is complete.
Deidra [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.
[Provide details of why you are not satisfied with this resolution.]We have not received All of our credit nor have account been updated to reflect the new rates .
Regards,
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 April 1, 2015, Ms. [redacted] completed an enrollment by phone for electric service at [redacted] effective on the requested date of April 2, 2015 and her request was processed. Ms. [redacted] enrolled on the Reliant Secure Advantage 12 Low Deposit plan. The term of this plan is 12 months and requires an initial deposit amount of $75.00 to initiate service. This plan includes an energy charge of 6.8¢ per kWh, TDSP delivery charges of $5.25 per month and 3.3344¢ per kWh, and a usage charge of $9.95 for usage under 800 kWh in a billing cycle. The plan includes a termination fee of $295.00. Ms. [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 April 7, 2015.
On April 20, 2015, Ms. [redacted] contacted Reliant to inquire on the price plan for the account after receiving the fulfillment package by mail. Ms. [redacted] stated that the initial agent had enrolled the account on the Predictable 12 plan that would charge $75.00 per billing cycle for the term of the plan. The agent entered a price plan dispute to have the issue researched and advised to allow 1-2 billing cycles.
On June 24, 2015, Ms. [redacted] contacted Reliant for an update to the price plan dispute for the account. The agent reviewed the account and advised that a promotional code would be needed to complete the request for the Predictable 12 plan and set up a call back request to contact Ms. [redacted] once the correct price plan was located for the account.
On June 30, 2015, a Reliant agent contacted Ms. [redacted] and advised that a Predictable 12 plan was available for $90.00 per billing cycle and that the agent would be able to sign Ms. [redacted] for the plan at that time. Ms. [redacted] declined the request and advised that she would remain on the initial plan that was signed for the account.
On August 18, 2015, a disconnection notice was issued advising that the amount of $190.91 would need to be satisfied by on August 28, 2015.
On August 22, 2015, Ms. [redacted] contacted Reliant to update the price plan to the Predictable 12 that would charge $90.00 per month. The agent reviewed the account and advised that current plan available would be more than the $90.00 per month previously quoted as the usage for the service address has increased. The call was then disconnected.
Resolution
Reliant regrets any miscommunication or confusion these proceedings may have caused Ms. [redacted]. A review of the initial enrollment did indicate that a Predictable 12 amount of $75.00 was misquoted. As a one-time courtesy, the account was transitioned to the Reliant Conservation 12 plan and the Early Cancellation fee was waived.
On August 28, 2015, a Reliant representative contacted Ms. [redacted] to complete the price plan update 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.
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
Ms. [redacted] disputing the...
final invoice electric service at [redacted].
History
On January 22, 2014, Ms. [redacted] completed an enrollment by phone for electric service at [redacted] effective on the requested date of January 22, 2014 and her request was processed. Ms. [redacted] enrolled on the Reliant Secure Advantage 12 plan. The term of this plan is 12 months. Ms. [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 January 23, 2014.
On June 14, 2015, Ms. [redacted] contacted Reliant and stated that a previous request was submitted to disconnect service in her name. The representative advised that the account was still active and processed a request to disconnect service for the next available date of June 15, 2015.
On June 17, 2015, a final invoice for $111.14 with a due date of July 6, 2015 was sent for the billing period of May 18, 2015 through June 15, 2015 with Current Charges of $111.14.
On June 20, 20215, Ms. [redacted] contacted Reliant to dispute the final invoice advising that a previous request to disconnect service was submitted on May 15, 2015. The agent advised that a disconnection call could not be located and entered a dispute of the final bill for the account. The agent advised to allow 1-2 billing cycles.
On July 2, 2015, the research determined that no request to disconnect service was submitted for the account and a voicemail was left for Ms. [redacted] to contact Reliant for details.
On July 13, 2015, a payment of $111.14 was posted to the account.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]; however, a review of her account determined that a request to disconnect service could not be located and Ms. [redacted] has been invoiced in accordance with the Terms of Service. The invoiced charges are valid and no 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]' complaint against Reliant is in...
regards to the timeframe of receiving his security deposit refund.
History
Mr. [redacted] began electric service with Reliant effective December 12, 2014. A $75.00 security deposit was required prior to processing the enrollment. On December 8, 2014, Mr. [redacted] processed a payment of $75.00 satisfying the deposit requirement and his enrollment request was processed.
On December 28, 2015, an invoice for $124.10 was sent for the billing period of November 19, 2015 through December 22, 2015 due by January 14, 2016. (twelfth month invoice)
On January 15, 2016, a payment of $124.10 posted to Mr. [redacted]' account.
On January 15, 2016, Mr. [redacted] contacted Reliant and requested the status of his deposit refund and he was advised that his deposit would be refunded on the 13 months of service after 12 consecutive months of service without payment delinquency. Mr. [redacted]’ deposit of $75.00 (plus accrued interest from the time of enrollment) will be refunded or applied to his account (as per his Terms of Service). However, due to the late payment on January 15, 2016 his account was not eligible for the deposit refund at that time.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr. [redacted]' concerns regarding the processing of his deposit refund. At the time of Mr. [redacted]' enrollment on December 8, 2015, he was assessed a security deposit of $75.00. After 12 consecutive months of payment without delinquency on record, the security deposit request would be refunded or applied to the account on the thirteen month of electric service, as per Mr. [redacted]' Terms of Service.
Mr. [redacted]' account has not satisfied the security deposit refund requirement of 12 consecutive months of satisfactory payment history without a delinquency. However, on January 26, 2015, in an attempt to resolve this matter Mr. [redacted]' deposit of $75.00 (plus accrued interest from the time of enrollment) was refunded and applied to his account, as a courtesy.
Deidra [redacted]
Customer Support
713-488-8681
Revdex.com:,, reliant never mentioned the pricing of my new bill at the end of the contracts, also,, they never inform me thought email nor phone.
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.]
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Regards, Iam not agree with [redacted]. I don't want ti know I yesd this many kW or that what I want is to get to the main point, for reliant to get the record where they indicated that I will be paying $69.00 per month for one year contract and not matter how much electricity I used I that will be the amount on my bill. $69.00 plus tax. I really dont get any specific answer from [redacted] I will prefere him not to tell me how much I used or this or that.I don't need that kind if explanation get the record conversation nlike I mentioned before. That will be fair. That last bill is ridiculous.how can I pay for a lie. Thank you.
[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, but I would like to note that I have never had service disconnected for non-payment as suggested, and I still think that it was an unfair decision.
Revdex.com:
This letter is to inform you that Reliant Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/11/2017 and assigned [redacted]
Reliant has refunded my money. I am satisfied and you can close my case.Thank you!B[redacted] Shiffler
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10558459, and have determined that this proposed action would not resolve my complaint.
NO BILL SENT TO ME, SENT DIRECTLY TO COLLECTION AGENCY. REMOVE INCORRECT INFORMATION FROM CREDIT REPORT
Regards,
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 cancellation fee for electric service at [redacted]
History
Mr. [redacted]'s account became active on Reliant’s Secure plan effective August 4, 2014. The term of this plan is 12 months and it has a $295.00 early cancellation fee.
On April 7, 2015, a price plan renewal letter was issued to Mr. [redacted]. The letter advised of the option to update the current price plan to an updated price plan. The letter also advises, "If you choose not to enroll in a new plan at this time, you will receive a contract expiration notice approximately five weeks before your current plan expires. It will provide details of what will happen at the end of your current plan's term. Please keep in mind that choosing another retail electric provider before you receive your contract expiration notice could result in a cancellation fee."
On May 21, 2015, an invoice for $149.73 was sent for the billing period of April 20, 2015 through May 19, 2015. This invoice also includes a bill message advising “Your current plan is effective through your meter read on or after August 1, 2015.”
On June 16, 2015, Reliant received notification that the electric service at 1400 Oak Hollow Drive was switching to another retail electric provider effective for the same date.
On June 18, 2015, a final invoice for $554.72 with a due date of July 6, 2015 was sent for the billing period of May 19, 2015 through June 16, 2015 with Current Charges of $554.72.
On June 29, 2015, Mr. [redacted] contacted Reliant regarding the early cancellation fee of $295.00 assessed on his June 18, 2015 final invoice and was provided with his account status. Mr. [redacted] advised that he received a letter from Reliant advising of a promotional renewal offer would expire on June 19th. A Reliant representative advised Mr. [redacted] that the letter he was referencing was an early renewal letter and did not advise that his current price plan was expiring on June 11, 2015. The Reliant representative clarified that the early renewal letter advised that the promotional offer would expire on June 11, 2015, not his current contract. Mr. [redacted] requested that the call be escalated and Mr. [redacted] was set up for a call back request.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of the account determined that Mr. [redacted] was invoiced in accordance with his Terms of Service for the account. Mr. [redacted]'s service has been closed with Reliant as of June 16, 2015. As a courtesy, a request has been processed to waive the Early Cancellation Fee.
On July 1, 2015, a Reliant representative contacted Mr. [redacted] to advise of the updates being made to the account and advised that a corrected invoice would be issued once completed.
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 requesting a reversal...
of fees due to a non-sufficient funds (NSF) payment for his electric service account at [redacted].
History
On December 16, 2014, a payment of $67.30 posted to Mr. [redacted]’s account.
On December 22, 2014, Reliant received notification that the payment for $67.30 was not honored by Mr. [redacted]’s financial institution. At that time, a $25.00 NSF fee was assessed to Mr. [redacted]’s account. Correspondence advising Mr. [redacted] of the returned payment was sent on December 23, 2014.
On December 30, 2014, a disconnection notice for $67.30 was sent to Mr. [redacted] due by January 9, 2015 and a $10.00 disconnect notice fee was placed to Mr. [redacted]’s account.
On January 6, 2015, an invoice for $166.73 with a due date of January 22, 2015 was sent for the billing period of December 3, 2014 through January 2, 2014 with a balance forward of $0.00, current charges of $61.06, a return payment of $67.30, a returned payment charge of $25.00, a disconnect notice fee of $10.00 and a late payment penalty of $3.37.
On January 9, 2015, a payment of $67.30 posted to Mr. [redacted]'s account.
Later that day, Mr. [redacted] contacted Reliant to inquire on the returned payment. The Reliant agent reviewed the account and as a courtesy, reversed the related charges of the disconnect notice fee for $10.00 and the late fee of $3.37. The Reliant agent then entered a dispute to research the reversal of the $25.00 returned check fee.
On January 12, 2015, the research determined that the account would be credited the $25.00 returned check fee as a courtesy 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, the fees totaling $38.37 from the related charges of the returned payment would be credited to the account. On January 16, 2015, a Reliant agent contacted Mr. [redacted] to advise of the adjustments.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Bern [redacted]
Customer Support
###-###-####
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings: Brief description of complaint...
Ms. [redacted] states that an unauthorized account was opened under her name at [redacted]. Ms. [redacted] is disputing the account charges being sent to a collection agency and is requesting that a settlement later be sent. History After researching this complaint Reliant has concluded the following: On August 8, 2016 a valid online enrollment request was received under Ms. [redacted] name to enroll the electric service account at [redacted] effective August 9, 2016 and the request was processed. The enrollment completed on August 9, 2016. On August 18, 2016, Reliant received notification that the electric service account at [redacted] was in the process of closing effective August 26, 2016 due to an enrollment request received for the premise by another retail electric provider (REP). On August 30, 2016, a final invoice for $140.54 was sent to the mailing address of record, [redacted]. Payment satisfying the account balance did not post to Ms. [redacted] account; therefore, on November 16, 2016 the account balance was referred to collections. On November 16, 2016, Ms. [redacted] contacted Reliant disputing the collection activity stating that an account was created fraudulently under her name and a request was processed to investigate. On November 30, 2016, the investigation determined that we were unable to place Ms. [redacted] at the address and Reliant would need to receive a completed Fraud Affidavit and a copy of an identity theft police report to complete the dispute. On December 20, 2016, Reliant received a valid police report from Ms. [redacted]. Ms. [redacted] was contacted and advised that the Fraud Affidavit would be required to finalize dispute. On February 7, 2017, Ms. [redacted] contacted Reliant regarding the status of the investigation and she was advised that the police report was received; however, the investigation was still pending receipt of the Fraud Affidavit. On February 8, 2017, Reliant received a valid Fraud Affidavit that had been signed and notarized. At that time, a request was submitted to cancel the charges for the Reliant electricity service under Ms. [redacted] name. Several contacts were received from Ms. [redacted] from February 8, 2017 through February 14, 2016 requesting a settlement letter be sent to her via email and she was advised that the correspondence could only be sent via mail. Ms. [redacted] declined to provide a mailing address for settlement letter. On February 21, 2017, a settlement letter was sent to Ms. [redacted] at the P.O. BOX listed on the Fraud Affidavit. Resolution A review of the account determined that Reliant received a valid agreement to enroll the electric service at [redacted] under Ms. [redacted] name. Ms. [redacted] social security number and date of birth were provided as authorization for the enrollment. As such, Reliant invoiced the account correctly based upon the terms and conditions of Reliant’s Terms of Service. Once Reliant was made aware of the fraudulent account a request was opened to investigate Ms. [redacted] account. Reliant requires a notarized fraud affidavit with a police report stating a theft of identity has occurred in order to complete a theft/unauthorized enrollment claim. Once the documentation was received, it was reviewed and the charges for the Reliant electricity service were cancelled and all negative reporting removed accordingly. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. Deidra [redacted] Customer Support 713-488-8681
Reliant’s Response to Revdex.com Case # [redacted]
At Reliant, we take complaints very seriously. We always appreciate hear[redacted] from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find[redacted]s:
Issue
Mr. [redacted] is request[redacted] to...
receive the promotional incentive associated with his price plan for his electric service account at [redacted]. Additionally, Mr. [redacted] disputes the representation of the price plan.
History
On May 5, 2014, an on-line request was received from Mr. [redacted] request[redacted] to process a move-in at [redacted] effective May 27, 2014. Mr. [redacted] agreed to enroll in the Reliant Secure Advantage 14 plan with a $400.00 rebate incentive. This plan offers an Energy Charge of 10.5¢ per kWh, a $9.95 Usage Charge per bill[redacted] period and Oncor Electric Delivery Charges of $9.95 per month and 3.9899¢ per kWh. The Usage Charge will not be included for each bill[redacted] cycle in which the usage is 800 kWh or more. The term of this plan is 14 months and it has a $295.00 early cancellation fee. On May 11, 2014, Mr. [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) via email at [redacted].
On June 21, 2014, Mr. [redacted] contacted Reliant request[redacted] to redeem a $400.00 rebate incentive to be applied to his electric service account. The Reliant representative reviewed the account, confirmed that the account was eligible for the $400.00 rebate incentive and advised Mr. [redacted] that he will receive redemption information by email or mail after his first invoice is generated.
On September 5, 2014, Mr. [redacted] contacted Reliant via email request[redacted] a status on redemption of a $400.00 rebate to be applied to his electric service account.
Later on September 5, 2014, a Reliant representative replied to Mr. [redacted] via email in regards to his inquiry request[redacted] a status on redemption of the $400.00 rebate incentive. The Reliant representative provided the online redemption instruction information to Mr. [redacted].
On October 20, 2014, an invoice for $169.00 was sent for the bill[redacted] period of September 17, 2014 through October 16, 2014 with Current Charges reflect[redacted] a credit amount of $210.89 which included a Promotional Incentive of $400.00, Current Charges of $189.11 and a current Average Bill[redacted] Amount of $169.00. This invoice states after payment of the monthly Total Due, the Deferred Balance will reflect a credit amount of $227.98.
On November 11, 2014, Mr. [redacted] contacted Reliant request[redacted] a status on redemption of a $400.00 rebate incentive to be applied to his electric service account. The Reliant representative improperly advised Mr. [redacted] that the $400.00 rebate incentive will appear on his next invoice.
On December 30, 2014, Mr. [redacted] contacted Reliant request[redacted] a status on redemption of a $400.00 rebate incentive to be applied to his electric service account. The Reliant representative submitted an investigation to review Mr. [redacted]’s account.
Resolution
Reliant regrets any inconvenience these proceed[redacted]s may have caused and we understand Mr. [redacted]’s concerns. Reliant offers a variety of price plans through multiple channels which may reflect different pric[redacted] points and or incentives, and are subject to change. Price fluctuations are dependent on the type of month-to-month or fixed rate price plan enrolled under; however, specific pric[redacted] details for each price plan are available through their electricity facts label (EFL) and Terms of Service provided at the time of enrollment. A review of Mr. [redacted]’s account determined that he has been invoiced correctly based upon the terms and conditions disclosed on his EFL for the Secure Advantage 14 plan. No adjustments are warranted at this time.
On December 31, 2014, a Reliant representative contacted Mr. [redacted] and advised that the $400.00 rebate was applied on the October 20, 2014 invoice and provided an explanation of the average bill[redacted] deferred credit.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Crystal K[redacted]
Customer Support
[redacted]
Reliant’s Response to Revdex.com Case # [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]’s complaint against Reliant...
concerns the disconnection of his electric service and the loss of wages and perishable food items. Mr. [redacted] states that he was provided incorrect information with no resolution. Mr. [redacted] is requesting compensation for his loss and inconvenience due to the disconnection of his electric service.
History
On September 21, 2015, Mr. [redacted] contacted Reliant to enroll his electric service account at 18154 County Road effective September 21, 2015 and Mr. [redacted] was advised that his enrollment would complete later on September 21, 2015.
Later on September 21, 2015, Mr. [redacted] contacted Reliant regarding the status of his account and he was advised that due to a system error his enrollment request was not submitted to Oncor Electric Delivery Company (Oncor). At that time, a priority lights on request was submitted to Oncor for Mr. [redacted]’s electric service at 18154 County Road effective September 22, 2015. Additionally, Mr. [redacted] was offered alternate lodging accommodations at a hotel.
Due to a system error, Reliant did not release Mr. [redacted]’s enrollment request to be worked on September 21, 2015. Mr. [redacted]’s enrollment request was submitted on September 22, 2015 with a request date of September 21, 2015.
On September 22, 2015, Reliant received notification advising that Mr. [redacted]’s enrollment request was rejected due to a transactional error; however, no further action was required because the issue had been resolved with the completed priority lights on request.
Resolution
Reliant regrets any inconvenience or confusion experienced by Mr. [redacted] concerning the initiation of his electric service. It was not Reliant’s intention to provide Mr. [redacted] with inaccurate information regarding the status of his enrollment request. Mr. [redacted] was provided with alternate lodging accommodations at a hotel due to the delay of his enrollment request. In addition, a request was sent Reliant’s Claim Department for review regarding Mr. [redacted]’s food loss claim during the time he was without power. On September 25, 2015, Reliant’s Claim department sent a correspondence to Mr. [redacted] advising that for further consideration of his loss we would need to review any documentation for his out of pocket expenses that were a direct result of this incident. In addition, Reliant is not liable for consequential, incidental or indirect damages. Therefore, Reliant is unable to consider any claim for loss of business or wages. In an attempt to resolve this matter, a $75.00 credit was applied to Mr. [redacted]’s account.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand [redacted]’s concerns regarding his disconnection of service request. A secondary review of the call determined that [redacted] did request a disconnection of service for the requested date of June 30, 2015. [redacted] inquired if confirmation of the disconnection would be sent and the agent advised that a final invoice would be generated. [redacted] inquired on the termination fee of $295.00 and requested written documentation that the fee would not apply. The Reliant agent advised that the termination fee would not apply, but could not supply written confirmation. [redacted] disputed the request and ended the call.
The termination fee of $295.00 would not be charged and a $25.00 bill credit was applied to the account as a one-time courtesy to the account.
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
Ms. Madrangca’s complaint against Reliant concerns...
her request for electric service at her service address that was incorrectly initiated at her billing address. Ms. Madrangca states that Reliant is unable to reverse their error which result in the electric service at the billing address being disconnected. Ms. Madrangca is requesting further assistance with this matter.
History
On April 3, 2016, an online request was received from Ms. Madrangca requesting to switch the electric service account at [redacted] to Reliant effective April 4, 2016.
Later on April 3, 2016, Ms. Madrangca contacted Reliant and advised that the incorrect service address of [redacted] was enrolled. Ms. Madrangca requested a cancellation of her enrollment and at that time, a request was sent to cancel the enrollment; however, there was not enough time to cancel the pending switch request and Ms. Madrangca's switch request completed on April 4, 2016.
On April 5, 2016, Reliant submitted a request within the retail electric market to restore the electric service at [redacted] with the previous retail electric provider (REP) effective April 4, 2016.
Resolution
Reliant apologizes for any inconvenience or confusion these proceedings may have caused Ms. Madrangca. A review of Ms. Madrangca’s account determined Reliant received a valid online agreement to enroll the electric service account at [redacted]. However, once Ms. Madrangca made Reliant aware that the incorrect address was enrolled, Reliant took action in returning the incorrect service address effective the date of loss which is currently pending. Ms. Madrangca will be contacted once the process is complete.
Deidra [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.
[Provide details of why you are not satisfied with this resolution.]We have not received All of our credit nor have account been updated to reflect the new rates .
Regards,
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 April 1, 2015, Ms. [redacted] completed an enrollment by phone for electric service at [redacted] effective on the requested date of April 2, 2015 and her request was processed. Ms. [redacted] enrolled on the Reliant Secure Advantage 12 Low Deposit plan. The term of this plan is 12 months and requires an initial deposit amount of $75.00 to initiate service. This plan includes an energy charge of 6.8¢ per kWh, TDSP delivery charges of $5.25 per month and 3.3344¢ per kWh, and a usage charge of $9.95 for usage under 800 kWh in a billing cycle. The plan includes a termination fee of $295.00. Ms. [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 April 7, 2015.
On April 20, 2015, Ms. [redacted] contacted Reliant to inquire on the price plan for the account after receiving the fulfillment package by mail. Ms. [redacted] stated that the initial agent had enrolled the account on the Predictable 12 plan that would charge $75.00 per billing cycle for the term of the plan. The agent entered a price plan dispute to have the issue researched and advised to allow 1-2 billing cycles.
On June 24, 2015, Ms. [redacted] contacted Reliant for an update to the price plan dispute for the account. The agent reviewed the account and advised that a promotional code would be needed to complete the request for the Predictable 12 plan and set up a call back request to contact Ms. [redacted] once the correct price plan was located for the account.
On June 30, 2015, a Reliant agent contacted Ms. [redacted] and advised that a Predictable 12 plan was available for $90.00 per billing cycle and that the agent would be able to sign Ms. [redacted] for the plan at that time. Ms. [redacted] declined the request and advised that she would remain on the initial plan that was signed for the account.
On August 18, 2015, a disconnection notice was issued advising that the amount of $190.91 would need to be satisfied by on August 28, 2015.
On August 22, 2015, Ms. [redacted] contacted Reliant to update the price plan to the Predictable 12 that would charge $90.00 per month. The agent reviewed the account and advised that current plan available would be more than the $90.00 per month previously quoted as the usage for the service address has increased. The call was then disconnected.
Resolution
Reliant regrets any miscommunication or confusion these proceedings may have caused Ms. [redacted]. A review of the initial enrollment did indicate that a Predictable 12 amount of $75.00 was misquoted. As a one-time courtesy, the account was transitioned to the Reliant Conservation 12 plan and the Early Cancellation fee was waived.
On August 28, 2015, a Reliant representative contacted Ms. [redacted] to complete the price plan update 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.
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
Ms. [redacted] disputing the...
final invoice electric service at [redacted].
History
On January 22, 2014, Ms. [redacted] completed an enrollment by phone for electric service at [redacted] effective on the requested date of January 22, 2014 and her request was processed. Ms. [redacted] enrolled on the Reliant Secure Advantage 12 plan. The term of this plan is 12 months. Ms. [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 January 23, 2014.
On June 14, 2015, Ms. [redacted] contacted Reliant and stated that a previous request was submitted to disconnect service in her name. The representative advised that the account was still active and processed a request to disconnect service for the next available date of June 15, 2015.
On June 17, 2015, a final invoice for $111.14 with a due date of July 6, 2015 was sent for the billing period of May 18, 2015 through June 15, 2015 with Current Charges of $111.14.
On June 20, 20215, Ms. [redacted] contacted Reliant to dispute the final invoice advising that a previous request to disconnect service was submitted on May 15, 2015. The agent advised that a disconnection call could not be located and entered a dispute of the final bill for the account. The agent advised to allow 1-2 billing cycles.
On July 2, 2015, the research determined that no request to disconnect service was submitted for the account and a voicemail was left for Ms. [redacted] to contact Reliant for details.
On July 13, 2015, a payment of $111.14 was posted to the account.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]; however, a review of her account determined that a request to disconnect service could not be located and Ms. [redacted] has been invoiced in accordance with the Terms of Service. The invoiced charges are valid and no 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.
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]' complaint against Reliant is in...
regards to the timeframe of receiving his security deposit refund.
History
Mr. [redacted] began electric service with Reliant effective December 12, 2014. A $75.00 security deposit was required prior to processing the enrollment. On December 8, 2014, Mr. [redacted] processed a payment of $75.00 satisfying the deposit requirement and his enrollment request was processed.
On December 28, 2015, an invoice for $124.10 was sent for the billing period of November 19, 2015 through December 22, 2015 due by January 14, 2016. (twelfth month invoice)
On January 15, 2016, a payment of $124.10 posted to Mr. [redacted]' account.
On January 15, 2016, Mr. [redacted] contacted Reliant and requested the status of his deposit refund and he was advised that his deposit would be refunded on the 13 months of service after 12 consecutive months of service without payment delinquency. Mr. [redacted]’ deposit of $75.00 (plus accrued interest from the time of enrollment) will be refunded or applied to his account (as per his Terms of Service). However, due to the late payment on January 15, 2016 his account was not eligible for the deposit refund at that time.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr. [redacted]' concerns regarding the processing of his deposit refund. At the time of Mr. [redacted]' enrollment on December 8, 2015, he was assessed a security deposit of $75.00. After 12 consecutive months of payment without delinquency on record, the security deposit request would be refunded or applied to the account on the thirteen month of electric service, as per Mr. [redacted]' Terms of Service.
Mr. [redacted]' account has not satisfied the security deposit refund requirement of 12 consecutive months of satisfactory payment history without a delinquency. However, on January 26, 2015, in an attempt to resolve this matter Mr. [redacted]' deposit of $75.00 (plus accrued interest from the time of enrollment) was refunded and applied to his account, as a courtesy.
Deidra [redacted]
Customer Support
713-488-8681