Ambit Energy Holdings Reviews (%countItem)
Ambit Energy Holdings Rating
Address: 6555 Sierra Drive, Irving, Texas, United States, 75039
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Hike in electricity usage
I have noticed another hike in my electricity usage and Ambit has refused to come in to take a look at my meter to see what the problem is. On 11/22/2018, I received an electricity usage update stating my using from 11/11/2018 to 11/17/2018 was 861kwh and the usage from the week before was 1838kwh. However, I received another usage update on 11/16/2018 stating my usage from 11/04/2018 to 11/10/2018 was 220kwh. This contradicted the usage update I received on 11/22/2018 that claimed I had used 1838kwh. I contacted customer service and the representative I spoke with told me I had used over 1600 kwh on 11/10/2018. Please keep in mind that I stay in a 2 bedroom apartment. I tried explaining that there was an issue with my meter few months ago that required electrical work and the city of Irving having to come do an inspection but was informed nothing could be done yet until I receive a bill. Would I have to wait for a $400 to $500 bill before someone comes in and check. Please help.
Someone needs to come take a look at the meter to get this fixed and also fix my bill.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over usage details received. Please review below:
Records show that Ms. enrolled for services with Ambit for the service address referenced above. Energy Advisor emails are sent to the customer with updates regarding their consumed usage according to the details available in the Smart Meter website. The customer contacted Ambit on 11/26/2018 regarding the usage details received. The Ambit representative informed the customer of the available usage details for her premise. The customer was also informed that a meter test or usage dispute could be submitted upon the generation of invoice.
Records show that on 11/30/2018, invoice 659H3B7 in the amount of $393.48 was mailed. In addition, Ambit received a cancellation request to take effect on 12/01/2018.
On 12/01/2018, Ambit received an updated rebill usage transaction from the Transmission and Distribution Utility ("TDU") Oncor which led to an adjustment applied in the amount of $142.57 leaving the account with a remaining balance due of $250.91.
Ambit regrets the circumstances that led to Ms. complaint. A final review of the account shows that the customer was properly billed according to the reported usage by the TDU. Ambit received an updated usage transaction which led to an adjustment being applied to the account. Should Ambit receive additional updated usage transactions, those will be processed accordingly.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
My bill was adjusted however, I am still not sure of what I was billed for as far as usage goes. Don't understand paying $100 in October and Ambit charging me $250 for the month of November after the adjustment. Please help cos I am confused.
In reference to Ms. additional information received, on 11/30/2018, invoice *** in the amount of $393.48 was mailed. This invoice reflected a total usage reported of 3,493 kWh by the Transmission and Distribution Utility ("TDU") billed at the applicable rate. Ambit received rebill transactions leading to a credit applied in the amount of $142.57 leaving the account with a remaining balance due in the amount of $250.91 for the corrected usage of 1,768 kWh billed for service period of 10/31/2018 - 11/29/2018. A final review of the account showed that the customer was properly billed, therefore, no further adjustments are warranted.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
Not received refund check
I started signing up for electric service and paid security deposit of $160. I have then changed my mind and cancelled the service in writing (I have a copy of the fax) the next day. I then spoke with a customer service representative on October 3rd (case number CCXXXXXXXX) and have been told that refund check will arrive within 20 to 30 business days which puts it at November 14th. It is November 16th and I just checked my email - the refund check has not arrived.
Please issue the promised refund check
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In his complaint, Mr. is expressing concern over a refund request. Please review below:
A review of the account shows that Mr. enrolled for services with Ambit for the service address referenced above. Mr. made a payment in the amount of $160.00 for the applicable initial enrollment deposit. Mr. also contacted Ambit to request an enrollment cancellation. The Ambit representative immediately submitted a cancellation request and informed the customer of the refund process and timeframe.
Ambit regrets the circumstances that led to Mr. complaint and the delay of the refund. Refund check #XXXXXX in the amount of $160.22 was mailed on 11/30/2018 to the address above.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the check
I have always received great service and keep on top of my bill and when my term expires. What people don't realize is that the price of electricity changes. You may have had a lower rate when you first signed up but that doesn't mean that that will be the same rate when you have to renew. When you compare rates to many of the other companies Ambit beats them hands down. They will not always be the best rate but they are very competitive. I have helped many friends become Ambit customers, and even a few did not because at that time another provider had a better rate. You have to do your research and learn how it works if you want to find what's best for you. I have been paying an avg rate of 10 cents per kwh for the past year and will continue till next year. New customers may pay 11 cents depending on the product and the usage.
Hello Mr.,
We thank you for the kind words and the positive feedback. Should you ever need assistance, please do not hesitate to contact us toll free at X-XXX-XXX-XXXX.
Sincerely,
Paul C
Regulatory Compliance Specialist
I have been a customer for 5 plus years without a problem.
Good Afternoon Ms.,
We value and appreciate you as a customer, and thank you for the positive feedback. Should you ever have a question or need assistance, do not hesitate to contact us toll free at X-XXX-XXX-XXXX.
Sincerely,
Paul C
Regulatory Compliance Specialist
Worst company ever and no star for their customer service.... charged double rates because my renewal was done 5 days prior expiration of renewal vs. 10!!! so I got billed over $120 in extra charges and they are not willing to do anything about it.... Canceling service and was customer since 2011....
Mr.,
We regret that you had a negative experience with us and would like to speak with you further to discuss.
Sincerely,
Paul C
Regulatory Compliance Specialist
X-XXX-XXX-XXXX
Ambit is a electrical supplier company there advertising on Engery Switch Massachusetts has a 6 months and 12 month rates. Ambit will not honor the 6 month rate. ESM is one of their advertising companies on line. On Ambit website they do not have the six month rate. So they will not honor MA.Gov site. The case number at Ambit is SQXXXXXXXX. They will not send me a copy.
Product_Or_Service: Electrical supplier
Order_Number: N/a
Account_Number: N/a
Other (requires explanation) I want Ambit to honor their advertising on ESM for 6 months. Correct their advertising.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over the available renewable products. Please review below:
A review of the account shows that Ms. is enrolled for services with Ambit for residential National Grid account number XXXXXXXXXX for the service address referenced above. Records show that on 11/02/2018, the customer contacted Ambit to complete a renewal of service. The Ambit representative informed Ms. of the current available products. Ms. declined the current available products as stated had seen an alternate product.
Ambit regrets the circumstances that led to Ms. complaint. Multiple attempts have been made to contact Ms. to assist with completing a renewal of service to the product requested. There has not been a response and voicemails have been left asking her to please contact us for further assistance. We will continue our efforts into assisting Ms..
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol Mijares
Regulatory Compliance Specialist, Ambit Energy
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not receive any phone calls or message from Ambit. My telephone number is XXXXXX-XXXX. I do want the 6 month rate. My contract will be up Dec 3, 2018.
In reference to Ms. additional information, copy of contract documents were sent to the customer as of 01/21/2019. I contacted the customer to inform and confirm that her account was placed on the requested product of the Bay State Select 6 month term product with a fixed rate of 10.7500¢ per kWh. The customer was sent copy of updated contract documents as requested. In addition, the customer was informed that these details were also viewable in her registered My Ambit Account online account.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com. It only took Ambit FIVE months to correct their advertising mistake on MA.gov and send the correct contact to me. They also updated their file on me.
Thank you again.
This complaint is regarding a deposit that I do not have, I was not advised that if my services were disconnected that I would need to pay the deposit
Regarding a deposit of 125.00 that I was not advised at the beginning of the contract that I had to pay if services were disconnected. I do not have extra funding to pay this amount that is owed
to be refunded for the fees of the deposit
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over an applicable assessed deposit. Please review below:
A review of the account shows that Ms. is enrolled for services with Ambit for the service address referenced above. Contract documents sent to the customer inform the customer of an applicable deposit assessed if the account is disconnected due to non-payment. Please see excerpt below and attached:
Records show that on 07/27/2018, invoice *** in the amount of $172.53 due by 08/13/2018 is mailed. A disconnection notice was mailed on 08/14/2018 regarding the past due balance due by 08/24/2018 to avoid a disconnection of service. Please note, the disconnection notice informs the customer of the applicable fees such as a deposit requirement of $125.00 assessed due to a disconnection of service. Please see excerpt below and attached:
On 08/24/2018, Ms. contacted Ambit and was granted a Payment Extension ("PE") for the past due amount of $175.53 in which the customer made an initial payment in the amount of $90.00 and the remaining past due balance of $82.53 was due by 09/03/2018 to avoid a disconnection of service.
A disconnection of service occurred on 09/06/2018 as the remaining past due balance of $82.53 was not received. Ms. contacted Ambit the same day regarding the disconnection of service. The Ambit representative informed the customer of the above. The applicable disconnection and reconnection fees totaling an amount of $55.50 were waived as a customer gesture, however, a split deposit requirement of $125.00 was assessed to the account that would be billed within the next 2 invoices. Ms. made a payment in the amount of $83.50 and services were reconnected the same day.
Ambit regrets the circumstances that led to Ms. complaint. A final review of the account shows that the service interruption was valid and with prior written notice. In addition, the customer was properly notified of the applicable assessed deposit if a disconnection of service occurred. As a customer gesture, an adjustment has been made for the applicable disconnection deposit. Should a future disconnection of service occur, the applicable deposit will be assessed.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
Customer since 2014 - Have never had an issue until today - on hold for 48 minutes with no resolution to billing error - Customer service had no idea how to explain billing or understand the billing process - Account was billed for 3019 kwh and only 1291 kwh were used - they agreed there was a problem but could not correct the issue - VERY UNHAPPY - will never use this company again and will never recommend it to family or friends again.
Good Morning Ms., We thank you for being a long-tenured customer and we appreciate your continued patronage. We are sorry that you had a negative experience with us and will review at our corporate office to ensure that your account was handled properly. Please feel free to contact me for further assistance if needed. Sincerely, Marysol M Regulatory Compliance Specialist XXX-XXX-XXXX
On 10/1/18 I received the following email from Ambit informing me of my service contract ending with information that I could renew immediately. I contacted them and they said if I was switching to another provider the earliest I could switch was on 10/5/18 to avoid an early termination fee. I switched to TXU on 108/5 and Ambit have charged me an early termination fee of $199.00. This is a deceptive and unfair business practice and demand a refund of the fees which Ambit has withdrawn from my account. I attempted to resolve and the agent told me that if the switch was done on 10/6/18 there would not have been a termination fee. So for 1 day early I am being assesed $199.00 I have paid all my bills timely with Ambit.To: ***.comFrom: ***.comSent: Mon 10/01/XXXX XX:XX AM (CT)Important Notice - Your Fixed Rate is EndingAmbitEnergy Your Plan Is Expiring? Secure A New Plan Today!AXXXXXXXHi Richard ***, Your current plan with Ambit Energy is about to expire. With Ambit Quick Renewal, selecting a new plan is fast and easy. Just follow these simple steps:Click the button below.Select the best plan for you.Confirm and agree to your new plan.That's It! Get Started Today!Click Here To Renew-Your Ambit Energy Customer Care TeamThis email is intended to provide Ambit Energy Customers with information about their accounts. If you have received this message in error, or would like to update your communication preferences, please visit your Communication Preference Center.You can also contact us in writing at: Ambit Energy, Attn: Email Removal - P.O. Box XXXXXX, Plano, TX XXXXXPlease do not respond to this email as this address is part of an unmonitored, automated response system. Texas PUC License XXXXX - � 2018 Ambit Energy. All rights reserved.
Product_Or_Service: Electricity service
Other (requires explanation) A refund of the early termination fee;Statement Date: 10/09/18 Due Date: 10/25/18*** MutaiValued customer since: 02/04/14Account number: AXXXXXXXInvoice number: *** program summaryPoints earned this month: Total points to date: 15,432Your Consultant:Page 1 of 3Previous balance $ 222.71Payments received Thank you! $ (222.72)Applied to Previous Balance $ (222.72)Balance forward $ (0.01)Current Ambit Energy charges $ 263.23Oncor Charges $ 55.11Taxes and other fees $ 13.40Current charges due by 10/25/18 $ 331.74*** RanchTotal Amount Due $ 331.73Past balance due now $ 0.00Account Details ESIID: 1 of 1Usage (kWh) SERVICE ADDRESS: XXXXX *** GEORGETOWN, TX XXXXX-XXXX ESIID: XXXXXXXXXXXXXXXXXO N D J F M A M J J A S OXXXXXXXXXXXXX Meter Number Billing Read Previous Meter Read Current Meter Read Meter Billed Usage Demand Days Type Date Read Date Read Multipler (kWh) (kVa/kW)127766138LG 22 Final 09/13/18 10258 10/05/18 11631 1 1373.00 N/ACurrent Plan: Lone Star Plus 12 Term End Date: 10/19/18The average price you paid for electric service this month is $0.089 per kWh. See page 2 for more information about average price calculationYour per kWh energy rate has changed.Your term plan expires soon and will automatically switch toa month-to-month plan per your terms of service. If you wishto select a different service plan contact customer care at(XXX)XXX-XXXX.Current ChargesAmbit Energy Charges Energy Charge 0-1350 kWh (1,350 kWh @ $0.044000) $ 59.40Energy Charge 1351-2000 kWh (23 kWh @ $0.012000) $ 0.28E-Plan Discount $ (2.75)Base Charge $ 7.30Early Termination Fee $ 199.00Total Ambit Energy Charges $ 263.23
A review of the account confirms that customer *** cancelled service with Ambit on 10/5/18, while his term rate plan was set to expire on 10/19/18.
Please note, the early termination fee in the amount of $207.37 that was applied toward the final invoice has been credited back. Please see below.
A refund request was submitted to our accounting department and the customer should receive his refund check in the next 7-10 business days.
Sincerely,
Paul ***
Regulatory Compliance Specialist
XXX-XXX-XXXX
Tons of complaints that they're a multi-level marketing scam. They never pick up their phone, and in Connecticut, they list my local utility company as a contact (and they've never heard of them). Why do they have an A+ rating? A quick search turns up all kinds of complaints and lawsuits.
Good Afternoon Ms., We are sorry that you had a negative experience with us, and will review at our corporate office to ensure that your account was handled properly. Sincerely, Marysol M Regulatory Compliance Specialist XXX-XXX-XXXX.
Just be sure my account is canceled. Your sales rep had no way of giving me a confirmation number, nor even sending me an email. I find that both odd, and very unprofessional.
I was wrongfully charged on 14 different bills that added up to $245. I was told it was a computer glitch.
I noticed last month charges on my bill that I had already paid. so I started looking and the same charge was on 14 other bills I pulled out. I havent went to my storage to pull the rest out yet, but I will. I called and talk to customer service and was told it was a computer glitch. they acknowledged the charges were already paid, but there wasnt anything they could do about it. I am being charged 4 times for the same electronic processing fee. then also being charged for a late that I was not late on! it only says im late because they are adding another electronic fee that I already pay over the phone in order for my bill to be processed. these charges were not on my bills the first few years I used ambit. they have just been the last couple years that I noticed. but I will be pulling out all my other bills to find when they started double charging me.
i would like a refund. i have been happy with ambit for years! im honestly upset that i have chosen to switch providers because the problem was not resolved. i have for nine years recommended ambit energy to everyone i know. im very disappointed that i was taken advantage of. if this matter is resolved and the double charging would come to an end , i would like to switch back to ambit energy.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over the account billed invoices. Please review below:
A review of the account shows that Ms. enrolled for services with Ambit for the service address referenced above. As referenced in contract documents, applicable fees will be assessed should the customer decide to make a payment via the automated IVR system or with an Ambit Representative. These applicable fees will also be referenced in the customer's invoice for records and review. Please note, these processing fees are not double billed on the customer's invoice and may appear multiple times depending on how many payments were processed in a billing period. In addition, a late fee may be assessed if payments are made after the applicable due date.
Ambit regrets the circumstances that led to Ms. complaint. A final billing review of the account shows that the customer has been properly billed, therefore, no adjustments are warranted. The account is cancelled with a final balance in the amount of $387.47.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
(The consumer indicated he/she DID NOT accept the response from the business.)
This is ridiculous. You can clearly see on the bill the same charge three times. On top of I pay that charge over the phone in order to have my payment processed.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have my bill . I can clearly see the double billing.
In reference to Ms. billing concern, on 09/19/2018 invoice *** in the amount of $326.74 is mailed. Please note, the account had a past due balance in the amount of $2.50. The invoice shows the total Ambit energy charges in the amount of $187.88. The total AEP TDU delivery charges were in the amount of $115.13 along with total taxes in the amount of $11.23. A disconnection notice fee in the amount of $10.00 was also applied. The total amount due for these charges combined for invoice amount $324.24 and previous past due $2.50 equals $326.74, which was the amount of invoice. Please note, this invoice also displayed the 2 previous paid payment fees for record purposes. These previous paid fees were not added into the invoice total. Final review of the account shows that the customer has been properly billed, therefore, no adjustments are warranted.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
My wife has contacted Ambit Energy twice to cancel our service. Both time she was told someone would contact her, that has not happened.
We closed our business Oct 4, 2018, account AXXXXXXXXX. My wife has contacted Ambit Energy twice to cancel the service. Both times she was told someone would call her back within a day. That has not happened. This is costing us money.
We would ask that Ambit Energy cancel our service and credit us since Oct 4, 2018.
A review of the account confirms that account holder Jane Jyi contacted Ambit on 6/11/18 and 6/16/18 to request a cancellation of service, and per account records, the request was not facilitated as requested. Please see below.
Today, I personally reached out to *** (authorized party) to apologize for the delay and to confirm that I submitted the cancellation order today. Per Centerpoint Energy, the company that owns and maintains the meters in the customer's area, service will be shut off on 10/22/18. I advised Mr. that we will credit him for the days that were billed as a result of his initial request not being worked on 10/11/18. The cancellation has been submitted and we are currently awaiting the final meter read so the final invoice can be issued.
Sincerely,
Paul Colter
Regulatory Compliance Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept their response given that I only have 5 days to respond. I will wait until I receive the final bill to confirm their action.
I am asking for a credit because my bill is extremely high.
This company stated that my bill will be lower than Ameren. My bill is a lot higher. I am requesting a credit or refund for all the months that made my bill a lot higher.
My bill is a lot higher and I am requesting a credit or a full refund for the months that made my bill higher. My Ameren account number is XXXXX-XXXXX.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over experiencing an increase in invoice. Please review below:
A review of the account shows that Ms. enrolled for services with Ambit on 07/21/2017 for residential Ameren account number XXXXXXXXXX XXXXXXXX for the service address referenced above. Ms. enrolled in the Illinois Select 12-month term with a fixed rate of 5.3500¢ per kWh . Please note, there is no cancellation fee associated with this product.
Records show that on 06/11/2018 and 06/22/2018, documents were sent to Ms. regarding the current product enrolled in. These documents served as a notification to the customer that her fixed product was about to end on 08 /09/2018. The notice also informed the customer of options to complete a product change if desired.
Ambit did not receive a response from Ms., therefore, the account transitioned to the Illinois Select variable product. Please note, prices are subject to fluctuate with this variable product.
Records show that Ms. contacted Ambit on 10/15/2018 and requested a cancellation of service. The Ambit representative immediately submitted a cancellation request that was accepted to take effect on 11/08/208 (please see excerpt below):
Please note, the Ambit representative offered to assist the customer with completing a product renewal to which Ms. declined.
Ambit regrets the circumstances that led to Ms. complaint. Ambit respectfully contends that the customer was properly noticed, in writing, prior to the discontinuance of her original plan, therefore no adjustments are warranted.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol Mijares
Regulatory Compliance Specialist, Ambit Energy
972.813.0396
I am being billed a charge for electricity, but have not been given a mathematical calculation or sensical explanation for the charge.
I switched Ambit Energy plans in June '18 & was told I would not be penalized or charged for cancelling due to a move in Sept '18. My final bill in Sept had the normal price $37.94 and an additional fee of $243.62 due. Ambit staff stated it's an average billing charge, but no level of leadership has been able to clearly explain the amount due. Entry level staff hasn't consistently let us speak to a manager. One manager did call us, but did not give us a clear answer and did not call back or leave a message on Oct 6 '18 as he stated he would. Each time my husband and I have called we have been on hold for 15-30 minutes or we have talked with staff for at least 45 min or more. The staff seem to be confused or take us through "call center hoops" (not letting us speak to a manager, keeping us on the phone for too long, making us re-tell our story over and over). This has happened several times with very little results. I typically paid average billing balance or true up in June (the month my billing plans renew or start over). I'd only had this new plan for about 3 months. Even with Ambit's definition of how to calculate average billing, it doesn't add up to the amount they say I owe. I do not mind paying if I truly owe something, but I always believed average billing was due to be paid when my plan ended in June and/or it's only for the months that I actually used energy in the new plan (June-Sept). It does not make sense to be charged again for average billing for Sept 2017-Sept 2018. These phone calls are taking too long and it's interrupting our work time/time with our employers. We scheduled a call on our off day, but that manager did not give us an answer and again, he did not call back on Saturday like he said he would.
We would like someone from Ambit's senior leadership to give us (me and my husband) a clear mathematical explanation of the charges. We would like the Ambit leadership staff to have conducted their research on all my billing statements from June 2017-Sept 2018 before we get on the call to avoid a phone call that is over 45 minutes or an hour (unless it's on a Saturday and even then, that may be too long). If no clear explanation is given, I would like this fee waived, as I have been a customer since 2012 and have had no major issues or major miscellaneous charges until now and also since at least 3 entry level staff members told me I would not be charged anything extra for cancelling my plan. Even if this $243.62 is not a cancellation fee, it is still something additional that was charged and I do not remember that being told to me when I asked if I would be charged something extra.
A review of the account confirms that Ms. was properly billed on her final invoice in accordance with the terms of Average Billing. Please find below a timeline of events regarding the customer's complaint.
Records confirm that Ms. was a participant in Ambit's Average Billing program, historical usage for the last 12 months to determine average daily usage which is then multiplied by number of days in the billing cycle and current rate. After completing 12 months on average billing, the following will take place (on the 13th month):
Average Billing will reset to 0 kWh and $0 dollars.
The Customer will receive a True-Up Adjustment (credit) or Settlement (money owed) based on their Average Billing balance at that time.
Customers on Average Billing are unable to enroll in a DPP; the Customer must change their billing to conventional and be current.
Customers on the Free & Clear Nights 12 are billed based off their daytime usage. The TDU charges per kWh are based off daytime and nighttime kWh consumed.
7/10/18: Records confirm that Ms. received her true up adjustment from the previous twelve months, a credit in the amount of $10.44. The same day, Invoice 428H1D3 (attached) was issued to the customer and the credit was reflected in the true-up. Please find screenshot below and note, the customer was enrolled onto the Free & Clear Nights 12.
Additionally, records confirm that Ms. Average Billing 12-month cycle reset with a new balance of $46.36. Please see below.
8/9/18: Invoice - 479E1E0 (attached) in the amount of $48.60 was mailed to the customer. The monthly plan variance between the average bill and actual usage was $88.26. When added to the previous month's Average Billing Plan Account Balance, it produced a new account balance of $134.62, as shown below.
9/11/18: Invoice - 530J5B3 (attached) in the amount of $37.94 was issued to the customer. The monthly plan variance between the average bill and actual usage was $78.03. When added to the previous month's Average Billing Plan Account Balance, it produced a new account balance of $212.65, as shown below.
9/17/18: Records confirm that Ms. cancelled service, and thus, the Average Billing Program was cancelled the same day. The account cancelled with an Average Billing account balance of $212.65.
9/18/18: Records confirm that a final invoice (attached) was issued to the customer in the amount of $281.56. The balance included the customer's Average Billing True Up amount of $212.65.
Ambit respectfully reiterates that Ms. Average Billing was properly calculated and billed on the final invoice as outlined in our Terms of Service. As such, the final balance is correct. We are willing to work with Ms. should she need assistance with a payment arrangement.
Sincerely,
Paul ***
Regulatory Compliance Specialist
Ambit is horrible! They made a $200+ error which 2 separate customer support representative explained to me on two separate times, and then I receive a disconnect notice. I called and spoke to a manager named Fran, she was extremely rude and hung up when I was trying to rectify the problem. I called back and another supervisor told me she would listen to the previous phone calls telling me it was their area and I didn't owe $200, but she came back after listening to the calls and told me I was absolutely right. BUT she explained both of the customer support representative told me the wrong information and I had to pay several hundred dollars or have my electricity cut off.
Also, I found that I was using the same amount of energy as the year before but Payne usually $100 more each month. I am single and the only one that lives in my house and keep my thermostat at 76°- 77° . I do not have a pool, and I turn off all my lights and electronics if not in use. I feel very ripped off, especially since I had to sign a new contract after being with them for four years, and was told I had 60 days to change my mind BUT when I mentioned wanting to change my plan they said the plan I chose does not allow you to make changes. This is not what I was told when I agreed to the new contract.
All in all, they have been very rude and screwed me over by make me pay $200 plus, even though a week before I talk to one customer support office in the bed and told me it was their ***, and two days later I called again and another customer support representative assured me it was their error and it will take up to 48 hours to fix. Then they decided even though I was told two separate days by two separate representatives that I had to pay it. Not right!
Good Afternoon Ms. Shaw,
We are sorry that you had a negative experience with us, and will review at our corporate office to ensure that your account was handled properly.
Sincerely,
Paul C
Regulatory Compliance Specialist
XXX-XXX-XXXX
So far not impressed. They were not clear about the fact that I needed to do one more step to confirm my energy account so I received a $50 fee from my leasing agency. They need to improve the way they convey information to new customers so there is no confusion. I received 2 emails starting with the word "welcome." How would I know that I didn't have electric service set up when they lead with "welcome."
Good Morning Ms.
We regret that you had a negative experience with us, and would like to speak with you further regarding your account.
X-XXX-XXX-XXXX
Sincerely,
Paul ***
Regulatory Compliance Specialist
XXX-XXX-XXXX
Contract issues information stolen form company and know I'm being charged.
I did a contract with Ambit Energy on 6/18/18, gave a deposit of 280 for the connection a month later I received my deposit and I was set for the monthly bill. When the first month went through I did not received a bill. We called Ambit energy to see what what's happening, that's when a representative stated that I was no longer with the company, I kept checking my online account to see if there where changes & also called to see what was going on but they kept saying I was not with them there where no information. Until yesterday 09/27/18 I received a call from ambit energy asking me to pay $823.79 that I had owed 3 months of light bill when they had stated that I wasn't with them anymore and that another company had stolen my information and had cancelled my contract with them. What I don't get is how another Company or salesperson steel my information and use it for I don't know what peroxide and now I'm being charged and outrageous amount when I had been calling them to pay my bill and asking information about my light bill and no one knows what happen. I told them that I wanted to work something out to fix this and all they said is that it was my fault and I had to pay the amount now I'm going to mess up my credit because they can't help me out and this would have not been a problem if they knew what they where doing since the beginning.
Well not pay all the 823.79 I do understand I do have to pay an amount but not that amount it is too much I do not have that amount.
A review of the account confirms that customer ***'s account cancelled due to another electric retail supplier taking on his service in error. Please find below a timeline of activity regarding the customer's complaint.
6/15/18: Records confirm that Ms. contacted Ambit and enrolled for service for the premise: *** S *** ST, *** XXXXX. A $280.00 deposit was required and paid via two installment payments of $140.00.
6/18/18: Service started with Ambit.
6/19/18: Records confirm that Ambit received a notice of cancellation for this account, with service cancelling on 6/20/18. Please note, the cancellation was the result of the customer's premise being enrolled with another electric service provider, not because of an initiated cancel request from Ambit.
9/7/18: Records confirm the customer contacted Ambit to check the status of the account and confirmed that he should not be cancelled with Ambit. At that time the representative opened an Inadvertent Loss investigation on the customer's behalf via MarkeTrak #XXXXXXX. Mr. was advised that he would be contacted immediately upon being advised of the resolution.
9/26/18: Records confirm that the Inadvertent Loss investigation was completed.
9/27/18: Records confirm that an Ambit representative reached out to Mr. to confirm that the Inadvertent Loss investigation was complete, and that his account was successfully returned to Ambit from the date of loss (6/20/18).
Additionally, records confirm that a new invoice generated, and reflected usage consumed from the date of loss through that month's meter read date (9/14/18). The invoice has been attached for your review.
9/28/18: Records confirm that Mr. spoke with an Ambit representative, who confirmed that Invoice 559E9C5 contained three months of usage to ensure the customer was billed at his agree upon contracted rate when he returned to Ambit. Records confirm the customer was offered a Deferred Payment Plan ("DPP") but declined. Instead, Mr. requested a cancellation of service. Please see below.
9/29/18: Service cancelled with Ambit.
Ambit respectfully reiterates that Mr. account was switched away from Ambit due to someone enrolling his account with another provider. Once notified, Ambit opened an investigation to have his services returned. When the customer was billed for the entire tenure that his service was switched away, the customer declined payment assistance and cancelled his account.
As a result, Mr. is responsible for the final balance of $959.22. Feel free to contact me should you have additional questions.
Sincerely,
***
Regulatory Compliance Specialist
Cancellation of Services
I called Ambit Energy on 9/28/2018 to cancel services because I am moving. I wanted the disconnect date to be 10/1, but CSR Chayene ID #7658 stated that she could only cancel 2 business days after the initial call which would be 10/2. I asked her if it was a part of my contract and she stated no, but that is the required to inform us of the date of cancellation will be 2 business days after call. I don't want to pay for services that I am not using.
I would like Ambit Energy to provide me written notice of their two business two days cancellation policy. I would like to be emailed of the solution.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over an account cancellation request. Please review below:
A review of the account shows that Ms. was enrolled for services with Ambit for the service address referenced above. Records show that on 09/28/2018, Ms. contacted Ambit to request a cancellation of service. Please note, as displayed in the contract documents, the customer has the ability to contact Ambit and request a cancellation of service for any reason. In addition, please note that the cancellation request is then submitted to the Transmission and Distribution Utility ("TDU") for processing and completion. Ambit does not complete nor schedules technicians for cancellation requests to be completed. Cancellation requests can be submitted for earliest date available for completion by the TDU which is the 2nd business day. This allows TDU to complete any changes if needed.
Final usage will be billed upon the completion of the cancellation request. Please note, the customer is responsible for all charges incurred through the date on which the cancellation request is effected by the TDU. Please see excerpt of contract documents below:
Account services were cancelled as of 10/02/2018 (please see excerpt below):
On 10/03/2018, final invoice 566D3H9 in the amount of $20.45 due by 10/22/2018 is mailed (attached). This invoice was for billed usage from 09/19/2018 to cancellation date of 10/02/2018.
Ambit regrets the circumstances that led to Ms. complaint. A final review of the account shows that a cancellation request was submitted immediately upon Ms. request for the first available date to be completed by the TDU. The account is cancelled with a final balance due in the amount of $20.45.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
***
Regulatory Compliance Specialist, Ambit Energy
972.813.0396
Over charge for electricity usage. Attempted to discuss with their customer service and all they would say is "the prices fluctuate."
Account #: AXXXXXXX
Names: *** & ***
Balance: 201.87
Usage was less than previous month because we were out for about 4-5 days but yet the bill was a lot higher than that of July, where the electricity usage was higher. When we requested information we did not get clear responses and kept getting "it fluctuates" as a response. We were told to leave if we were not satisfied but they would keep our deposit of $160.
We would like to discontinue services with the return of deposit.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer *** and ***. In their complaint, Ms. is expressing concern over experiencing an increase in invoice. Please review below:
A review of the account shows that Mr. *** enrolled for services with Ambit for ESI ID XXXXXXXXXXXXXXXXXXXXXX for the services address of *** Essex Ln *** TX XXXXX. Ambit received a payment in the amount of $160.00 for the applicable enrollment deposit. The customer is currently under the Lone Star Classic 12-month product with a fixed rate of $0.0570 per kWh.
Records show that on 07/09/2018, invoice 425J0C2 in the amount of $177.70 due by 07/25/2018 is mailed. Ambit received a payment in the amount of $180.20 on 07/25/2018 via credit card.
On 08/07/2018, invoice 475G8B3 in the amount of $169.29 due by 08/23/2018 is mailed. Ambit received a payment in the amount of $171.79 on 08/26/2018 via credit card.
Records show that on 09/07/2018, invoice *** in the amount of $201.87 due by 09/24/2018 is mailed. Mr. contacted Ambit through our chat feature regarding the increased invoice. The Ambit representative informed the customer of home circumstances that may have caused the consumed usage increase which lead to the increase of the billed invoice. Please note, Mr. Ramirez was not informed of having a billed rate that fluctuates.
In addition, Mr. Ramirez was not informed of the refusal to a deposit refund. The initial deposit will be
credited to the account after completing 12 consecutives on time payments. Should the customer decide
to cancel the account, the initial deposit in the amount of $160.00 will be applied to any unpaid balance
left and the remainder or all will be refunded to the customer to the address referenced above. Please
note, should the customer cancel prior to the term expiration, there is an applicable early termination fee
of $199.00.
Ambit regrets the circumstances that led to Mr. Ramirez and Ms. complaint. A final review of the
account shows that Mr. was properly billed for actual consumptions received at the applicable
rates. Should the customer cancel services, the applicable initial deposit will be applied to any final unpaid
balance and the remaining or all will be refunded to the customer. I attempted to contact the customer
to assist with the concerns referenced above and there was no response. A voicemail was left asking them
to please contact me directly for further assistance if needed.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
***
Regulatory Compliance Specialist, Ambit Energy
972.813.0396
(The consumer indicated he/she DID NOT accept the response from the business.)
Though I am appreciative of the timely response, there are a few discrepancies I feel I should point out. For instance, we have not received a call from a Ms. her phone number is nowhere in our call logs of either missed or answered calls. We did contact Ambit via their chat services, however we also called on several occasions to request clarification of all the fees and spoken to customer reps via phone. I also find it a bit interesting that this is the first time we are hearing of the $199 early termination fee; we were told we would lose our deposit if we cancelled our contract early. It is clear that this company is neither transparent nor helpful when clarifications/explanations are requested, seeing how their customer representatives all give different information on some matters. This is not a company I would reconsider using in the future and I would not recommend them.
Records show that the customer was informed of the applicable Early Termination Fee during the enrollment of service request on 01/27/2017. In addition, contract documents sent to the customer upon account enrollment also inform the customer of the applicable early termination fee should the account be cancelled prior to the term end. Should the customer decide to cancel the account, the initial deposit in the amount of $160.00 will be applied to any unpaid balance left and the remainder or all will be refunded to the customer to the address referenced above.
Please see excerpt below showing the billed usage reported by the Transmission and Distribution Utility ("TDU") Centerpoint:
Should Ambit receive any corrected usage or adjustment transactions, those will be processed accordingly. A voicemail was previously left with my direct contact information should the customer need further assistance. A final review of the account shows that Mr. was properly billed for actual consumptions received at the applicable rates. Should the customer cancel services, the applicable initial deposit will be applied to any final unpaid balance and the remaining or all will be refunded to the customer.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
***
Regulatory Compliance Specialist, Ambit Energy
972.813.0396
Ambit Energy has been my Energy provider since 2011 and have not one complain about the rates, lots of people complains about suddenly bill going up and thats when people forget to renew the contract. I know for a fact Ambit will not rise the price just because, besides the fact that you have the opportunity to get FREE ENERGY just by referring a few customers to Ambit it's that simple! You might wnna give it a shot just call me
Hello Mr.
We thank you for being a long-tenured customer and we appreciate your continued patronage. Should you require any assistance or have any questions, do not hesitate to contact us toll free at X-XXX-XXX-XXXX.
Sincerely,
Paul ***
Regulatory Compliance Specialist