Ambit Energy Holdings Reviews (%countItem)
Ambit Energy Holdings Rating
Address: 6555 Sierra Drive, Irving, Texas, United States, 75039
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The price per kilowatt for my electricity went from .04 cents to .25 cents with no notification after I had already complained and cancelled
My account number with ambit is aXXXXXXX. I had a $250 bill that I feel was insane for last month so I called to speak with customer service regarding this issue and no one could help me so I paid that bill and had services transferred to another company. No one from ambit contacted me at any time to inform me that my price per kilowatt was going to quadruple and my next bill would be almost double the original $250 previous bill. I don't think that their customer service in any way was helpful. They just said because I was no longer their customer they couldn't help me... when I called originally I was basically told it was my fault because of the plan I signed up for which is why I transferred my services. The current 442.75 bill is what I am disputing. Also, the lack of customer service for this business is unacceptable. I was not asking for a lot but just some sort of break. They told me that they sent me "multiple emails" about how the bill would be more expensive. The only emails I got were in the middle of August saying very basic ways to reduce electric costs. This did not in any way prepare me for the bill I later received even though they claim this was their notification for the energy increase. Nothing about the rates changing like that. I signed up for a variable rate apparently but that was not communicated well. There was not full disclosure of how it would increase. They are taking advantage of their customers by selling something without really giving the buyer insight. When asked why the rate changed the customer service rep told me that the demand for electricity went up? The demand didn't go up- just their "variable rate" changed. I have never not paid a bill that I felt was appropriate- I have no problem paying them I just don't think $442.75 for a 1400 square foot house is fair.
I am seeking to pay less than $442.75 because I don't feel like anyone was willing to work with me at all on this. I want them to be fair when selling their plans and make sure that the consumer is aware of the rates and how "variable" they may be. I also don't think it is really fair that I set up a payment plan for electricity from a company that I don't use anymore. I have never had any issues with electric companies like this in the past. I don't want this to happen to someone else who doesn't get enough information from them and chooses to use their service. I would not have chosen this company if I was aware of how extreme their prices were going to be.
Please see response:
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over the rates and charges.
A review of the account confirms that Ms. signed up for services with Ambit Energy and processed an online enrollment on 06/25/2019 for the Ambit Wholesale Club ("AWC").
Please find attached the contract documents sent to the customer during her online enrollment for services with Ambit which included the AWC product details and a link to the Frequently Asked Questions ("FAQ") document. This document is also available for the customer to access and review at any time, by logging into her My Ambit Account ("MAA"), and it provides further assistance with product details along with tips on how to track real-time prices and manage usage.
August was a record month for real time energy prices due to extreme temperatures in Texas. The AWC product allows customers to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plans in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year.
The complaint references the following invoices:
On 08/28/2019, Invoice 098A2G9 in the amount of $242.23 due by 09/13/2019 was mailed to the customer. This invoice was for the service period of 07/12/XXXX - XX/13/2019 and was billed at the applicable wholesale rate of $0.XXXXXX per kWh.
On 09/13/2019, Final Invoice 130D9K4 in the amount of $684.98 due by 09/30/2019 was mailed to the customer. This invoice was for the service period of 08/13/XXXX - XX/04/2019 and was billed at the applicable wholesale rate of $0.XXXXXX per kWh. This invoice included a past due balance of $242.23.
Please note, these invoices are attached for your review and the customer's invoices reflect the applicable data as received from ERCOT at the time of billing. As is customary industry practice, smart meter data and wholesale pricing information is subject to change.
The EFL reflects Energy Charges per kWh of $0.0327 with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculation, 15-minute interval real-time pricing information will be used. In addition, the EFL informs the customer that the price listed is an average energy charge based on the North Load Zone's most current historical data from the 2018 service period, therefore, the price reflected on the EFL may not be the price at the time of billing. Please note that the historical data that is used will update accordingly each time we receive information from the "Independent Market Monitor".
Please note, Ambit proactively sent usage reduction email notifications, such as the one attached, to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. These pre-emptive email notifications were sent to customers, to keep them informed so that they could take initiatives to control their usage. Specifically, for Ms. notifications were sent during the period of 08/07/2019 - 08/21/2019. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice also informs the customer of the payment plan availability, if this option
is needed. Ambit does not have record of Ms. responding to these opportunities.
Records show that Ms. contacted Ambit on 09/03/2019 regarding the account status. The Ambit representative advised the customer of the current available products should the customer choose to complete a product change; however, Ms. declined any of the options.
Records reflect that on 09/04/2019, Ambit received a Drop Due to Switch transaction effective the same day. Please note, as a customer service gesture, the customer's account was not applied with an Early Termination Fee due to services cancelling prior to the term expiration.
Ambit regrets the circumstances that led to Ms. complaint. A final review of the account shows that Ms. was properly billed in accordance with the product plan's EFL using the available ERCOT data at the time of billing. As a customer service gesture, a 20% energy charge discount was applied to the account which led to a credit adjustment in the amount of $68.92. Ms. account is cancelled with a remaining balance of $373.83. Ambit apologizes for any inconvenience the customer experienced when contacting Ambit, this feedback will be forwarded to Ambit's Customer Care department for review.
Should you have additional questions, please feel free to contact me directly at (214) 270-1788.
Sincerely,
Elizabeth ***
Regulatory Compliance Specialist, Ambit Energy
214-270-1788
(The consumer indicated he/she DID NOT accept the response from the business.)
Ambit is correct in saying that I signed up for a "variable " plan but they did not say anything about the extreme differences of the variable rates. They did send me emails saying that my electricity bill would be high... but it's August in Texas so that didn't really surprise me at all. However, my issue is that this has happened to me and a few other people where we sign up for a plan and think they've explained everything thoroughly and they haven't at all. I've used several different companies with variable rate plans and never had this issue. They also state that they gave me a bill credit which was never told me to until I read their response. They blatantly told me they couldn't give me a discount. I believe that our conversations are recorded and obviously I don't have that recording but they should have it. I asked "is there any way y'all can help with this because I don't feel like a $442 electric bill is fair?" They responded that they set up a payment plan for me. I honestly thought about doing this but then thought this is ridiculous to be "paying off" a month of electricity. So I declined this offer. I want this to be a fair rate for me to pay. I understand that it's 100 degrees outside and that my bill will be high but never to $442. I also know that my house has brand new windows and insulation and my electricity bill has been very reasonable since switching providers. If the bill was closer to $2XX-XXX I would be more agreeable. My currently bill hasn't been over $150. The attached shows my original bill with no discount and this was pulled up recently and still reflects no change on the bill. It has a discount on the website but it doesn't have a detailed 20% off like they explained in their response. Thanks for your time.
Ambit regrets the circumstances that led to Ms. Revdex.com complaint and as a customer service gesture a discount of $68.92 was applied to her account on September 30, 2019. As illustrated in the documentation provided to the Revdex.com in response to this complaint, Ms. was properly billed in accordance with the product plan's EFL using the available ERCOT data at the time of billing. Since Ambit's most recent communication with the Revdex.com, our records indicate that on 10/25/2019, a Last Chance Letter was sent to customer (attached) informing the customer of the outstanding balance due in the amount of $373.83 due by 11/08/2019 to avoid being referred to a collection agency (attached). Ms. account remains cancelled with an outstanding balance of $373.83. Should you have any additional questions, please feel free to contact me at XXX-XXX-XXXX.
Thank you, Elizabeth ***
Regulatory Compliance Specialist
There was an increase of 220% on my bill this month, I have been a client of this company for the last 6 years and I have never pay a bill like this.
There was an increase of 220% for this month September $341.67 consuming 1477.50 kwh comparing with August $155.62 consuming a total of 1347.30 kwh, they allege that September was hotter than August, but it was almost the same. I've been an Ambit customer for the last 6 years and I've never had to pay a high bill like this.
I would like my bill to be reconsidered on the same rate that I was paying before on my usage, they are offering a discount of 10% but still a difference of 210% comparing with previous month doesn't fix the issue.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In his complaint, Mr. is expressing concern over experiencing an invoice increase. Please review below:
A review of the account shows that on 02/25/2019, Mr. accessed his online My Ambit Account ("MAA") and completed a product change to the Ambit Wholesale Club ("AWC"). Ambit does not have record of the customer contacting Ambit regarding a product inquiry for the updated product.
Contract documents sent to the customer upon the product update reflect Energy Charges per kWh of $0.0395 with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculations, 15-minute interval real-time pricing information will be used. Therefore, the price reflected on the contract documents may not be the price at the time of billing.
Customers selecting the AWC product also had access to the Frequently Asked Questions ("FAQ") document. This document provided further assistance with product details along with tips on how to track real-time prices and manage usage.
On 08/15/2019, invoice 085B3B9 in the amount of $155.62 due by 09/03/2019 is mailed for the service period of 07/08/XXXX - XX/06/2019 billed at the applicable wholesale rate of $0.XXXXXX per kWh.
On 09/16/2019, invoice 132J7D5 in the amount of $341.67 due by 10/02/2019 is mailed for the service period of 08/06/XXXX - XX/05/2019 billed at the applicable wholesale rate of $0.XXXXXX per kWh.
Please find attached the customer's invoices which reflect the applicable data received from ERCOT at the time of billing. As is customary industry practice, smart meter data and wholesale pricing information is subject to change.
August was a record month for real time prices due to extreme temperatures in Texas. The AWC product allows the customer to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plan in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year.
Please note, Ambit proactively sent usage reduction email notifications such as the one attached to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice also informs the customer of payment plan availability, if this option is needed.
Records show that on 09/26/2019, Mr. contacted Ambit regarding his account status. The Ambit representative informed the customer of the details of the AWC. In addition, the customer has completed a product update with Ambit to a product to better fit his needs. The customer completed a product update to the Lone Star Classic 6-month term with a fixed rate of $0.0550.
Ambit regrets the circumstances that led to Mr. complaint. A final review of the account shows that Mr. was properly billed in accordance to the selected product. As a customer gesture, a 20% energy charge discount was offered which led to a credit adjustment being applied to the account in the amount of $47.66.
Should you have additional questions, please feel free to contact me directly at (972) 813-0396.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
972.813.0396
I've been a customer with Ambit Energy, AT least five years. Yesterday and today were the most disappointing instances I've experienced with the company.
I made it home yesterday evening only to find that my electricity was terminated.
I tried contacting Customer Service but they were closed because it was 7pm.
Already disappointed I decided to pay the balance online,that was required in order for my service to be renewed... $272.00(which is outrageous for a single woman in an apartment).
I attempted to pay through QuickPay but once I clicked submitted, it stated "It Did Not Go Through/System Error".
I attempted again but the balance changed to $40.00(which I felt, might have been the correct amount) but once again it stated, "It Did Not Go Through/ System Error".
I decided to check my BANK ACCOUNT and BOTH of the transactions went through! I was not trying to pay a bill of guesstimating $330.00, knowing I did not accrue that amount of electricity.
I could not speak to ANYONE due to the facility closing at an early 6pm. There I was WITHOUT electricity and $330.00 removed from my limited account, behind something that I ALWAYS DO, pay my bill in that time frame.
Today, I decided to contact your company regarding a refund/rates/etc..Stayed on hold for an HOUR!
I was told I was penalized/charged $150.00+, for being disconnected, which has not happened until NOW.
The agents/managers told me they would waive the fees but I will not be able to receive a refund until 30DAYS later, BUT IT TOOK 30 SECONDS TO TAKE MY MONEY OUT OF MY ACCOUNT !
Now I CANNOT PAY MY OTHER BILLS because of a company/technology problem. It's my money and that procedure/process is setup for the consumer/customer to fail. I am extremely disappointed and I'm waiting on a time to cancel my account because I DO NOT feel valued as a customer.
Based on the recent experiences, I'm confident, Ambit Energy, is not concerned but they are definitely losing a loyal customer.
If anyone is looking for a company that value their customers...this is NOT IT.
*** Y. ***
AXXXXXXX
Good morning,
Ambit sincerely regrets and apologizes for any negative experience you may have encountered, Please feel free to contact us toll free at 1-877-282-6248 for further assistance.
Sincerely,
*** Perez
Regulatory Compliance Specialist, Ambit Energy
My usage per cent of kilowatt went from 8 cents to 21 cents over night without notice. I didn't use anymore killowatts than last month.
The company overcharges for usage without notice. We didn't even get a notice that rates were going to triple. Our usage last year was 150 dollars and this year is over 600. their answer to it was that more people in your area used more killowatts so we had to increase your bill even though we didn't use more killowatts.
Lower my kilowatt per cent to what I have been paying prior to them tripling it for no reason.
Ambit Energy ("Ambit") received a complaint from the Revdex.com on behalf of ***. In the complaint, Mr. *** is expressing concern over the rates and charges.
Records confirm that on 12/14/2018, customer *** accessed her account and processed a product renewal to the Ambit Wholesale Club ("AWC"), via her My Ambit Account ("MAA"), using her login credentials for the account number referenced above. Please find attached the contract documents the customer received and the Product Change Acknowledgement form that captures the customer's online activity. All documents can be accessed at any time by the customer via MAA under My Messages.
Customers selecting the AWC product also have access to the Frequently Asked Questions ("FAQ") document. As you are aware, August was a record month for real time prices due to extreme temperatures in Texas. The AWC product allows customers to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plans in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year. Please be aware that that the average energy rate paid by AWC customers this year is still one of the lowest in the marketplace over the last 12 months. And, rates through the end of the year should come down significantly compared to August.
The complaint references the following invoice:
On 09/16/2019, Invoice 132D8G1 in the amount of $661.39 due by 10/02/2019 was mailed to the customer. This invoice was for the service period of 08/06/XXXX - XX/05/2019 at the applicable wholesale rate of $0.XXXXXX per kWh.
Please note, the invoice is attached for your review and the customer's invoice reflects the applicable data received from ERCOT at the time of the billing. As is customary industry practice, smart meter data and wholesale pricing information is subject to change.
The EFL reflects Energy Charges per kWh of $0.0367 with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculations, 15-minute interval real-time pricing information will be used. In addition, the EFL informs the customer that the price listed is an average energy charge based on the South's Load Zone's most current historical data from the 2017 service period, therefore the price reflected on the EFL may not be the price at the time of the billing. Please note that the historical data that is used will update accordingly each time we receive information from the 'Independent Market Monitor'.
Records show that Ms. contacted Ambit on 09/24/2019 regarding her account status. The Ambit representative advised the customer of the details of the AWC details. The Ambit representative also provided the customer with available product options. However, Ms. declined any of the available options.
Records show that on 09/25/2019, Ambit received a Drop Due to Switch effective for the same day. Please note, there was an Early Termination Fee ("ETF") in the amount of $199 + tax applied to Ms. account. As a customer service gesture, this fee has been reversed and credited to her account.
Ambit proactively sent usage reduction email notification such as the one attached to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. These pre-emptive email notifications were sent to customers, to keep them informed so that they could take initiatives to control their usage. Specifically, for Ms. notifications were sent during the period of 08/07/XXXX - XX/05/2019. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice also informs the customer of the payment plan availability, if this option is needed. Ambit does not have record of Ms. responding to these opportunities.
Ambit regrets the circumstances that led to Mr. complaint. A final review of the account shows that Ms. was properly billed in accordance with the product plan's EFL using the available ERCOT data at the time of the billing. As a customer service gesture, a 20% energy charge discount was applied to the account in the amount of $97.19. Ms. account is cancelled with a remaining balance of $154.92.
Should you have additional questions, please feel free to contact me directly at (214) 270-1788.
Sincerely,
Elizabeth ***
Regulatory Compliance Specialist, Ambit Energy
214-270-1788
I received a bill for $1,073.52 when my bills usually range from $210 to $365. Resolution is to have reasonable bill.
I received a bill for $1,073.52 when my bills usually range from $210 to $365. The rate is a variable rate and increased from an average of 3.79 cents to 20.3 cents. This is consumer price gouging and is not the most energy that I have used this year under the same plan.
I am not trying to get something for free but my family is on a budget and this is throwing us way out of line. I have always paid on time and have had relatively no issues.
My resolution would be a reasonable bill closer to what we are used to. I have contacted an attorney, the Revdex.com, Channel 5 and now Texas Public Utility Commission.
Please contact me at your earliest convenience at XXX-XXX-XXXX
adjustment to a reasonable billing amount
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In his complaint, Mr. is expressing concern over experiencing a rate increase. Please review below:
A review of the account shows that 10/24/2018, Mr. accessed his online My Ambit Account ("MAA") and completed a product change to the Ambit Wholesale Club ("AWC") effective 11/04/2018. Ambit does not have record of the customer contacting Ambit regarding a product inquiry for the updated product.
Contract documents sent to the customer upon the product update reflect Energy Charges per kWh of $0.0327 with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculations, 15-minute interval real-time pricing information will be used. Therefore, the price reflected on the contract documents may not be the price at the time of billing.
Customers selecting the AWC product also had access to the Frequently Asked Questions ("FAQ") document. This document provided further assistance with product details along with tips on how to track real-time prices and manage usage.
On 09/12/2019, invoice 128E4J0 in the amount of $1,073.52 due by 09/30/2019 is mailed for the service period of 08/01/2019 - 09/03/2019 billed at the applicable wholesale rate of $0.203500 per kWh. Please find attached the customer's invoice which reflects the applicable data received from ERCOT at the time of billing. As is customary industry practice, smart meter data and wholesale pricing information is subject to change.
August was a record month for real time prices due to extreme temperatures in Texas. The AWC product allows the customer to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plan in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year.
Please note, Ambit proactively sent usage reduction email notifications such as the one attached to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice also informs the customer of payment plan availability, if this option is needed.
Records show that on 09/12/2019, Mr. contacted Ambit regarding his account status. The Ambit representative informed the customer of the details of the AWC. The Ambit representative offered to assist the customer with completing a product update with Ambit to a product to better fit his needs to which he declined. In addition, as a customer gesture, a 20% energy charge discount was offered which led to a credit adjustment being applied to the account in the amount of $165.78.
Ambit regrets the circumstances that led to Mr. complaint. A final review of the account shows that Mr. was properly billed in accordance to the selected product. Ambit received a cancellation request on 09/30/2019 effective the same day. Services are cancelled.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol ***
Regulatory Compliance Specialist
972.813.0396
My rate more than doubled from one month to the next
The plan I have with this company is the wholesale club and they average rate is up to 10.1 cents, my rate has not been anymore than 3.6 considering I live in a small 2 bedroom 1 bath apt. This month my rate shot up to 21.3 without notice causing me to be left with a $332.84 bill. I've been calling since receiving my statement holding each time averaging 45 min to over an hr without being able to get through to anyone In their customer service dept.
My bill to be adjusted based on the rates that are within my contract limitation.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over experiencing a rate increase. Please review below:
A review of the account shows that on 05/07/2019, Ms. accessed her online My Ambit Account ("MAA") and completed a product change to the Ambit Wholesale Club ("AWC"). Please note, the AWC is not a fixed rate product. Ambit does not have record of the customer contacting Ambit regarding a product inquiry for the updated product.
Contract document sent to the customer upon the product update reflect Energy Charges per kWh of $0.0367 with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculations, 15-minute interval real-time pricing information will be used. Therefore, the price reflected on the contract documents may not be the price at the time of billing.
Customers selecting the AWC product also had access to the Frequently Asked Questions ("FAQ") document. This document provided further assistance with product details along with tips on how to track real-time prices and manage usage.
On 09/04/2019, invoice 116K4J8 in the amount of $332.84 due by 09/20/2019 is mailed for the service period of 07/29/XXXX - XX/27/2019 billed at the applicable wholesale rate of $0.XXXXXX per kWh. Please find attached the customer's invoice which reflects the applicable data received from ERCOT at the time of billing. As is customary industry practice, smart meter data and wholesale pricing information is subject to change.
August was a record month for real time prices due to extreme temperatures in Texas. The AWC product allows the customer to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plan in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year.
Please note, Ambit proactively sent usage reduction email notifications such as the one attached to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice also informs the customer of payment plan availability, if this option is needed.
Ambit regrets the circumstances that led to Ms. complaint. A final review of the account shows that Ms. was properly billed in accordance to the selected product. As a customer gesture, a 20% energy charge discount has been applied which led to a credit adjustment being applied to the account in the amount of $43.61. Ms. is encouraged to contact our customer service should she need payment plan assistance or would like to make a product change with Ambit to another product to better fit her needs.
Should you have additional questions, please feel free to contact me directly at (972) 813-0396.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
972.813.0396
They signed me up for a package that was guaranteed less than 4 cents per kWh. My bill just went from 4-5 cents to 16.5 cents per kWh with not notice
I signed up for service. They gave me a plan and was told the rate for the plan was less than 4 cents per kWh as long as I was part of there Ambit Club which charges an extra $1.25.
The sales rep guaranteed this to be the best rate package and that it was guaranteed to be lower than 4 cents. Since I have had service it was not above that.
Today I looked at my bill and last month was a 5.2 cents and this month they shot it up to 16.5 without notice.
They said they dont control the price and that it is a wholesale market. Wholesale without mark up.
So not only are they charging $1.25 to be in the Ambit Club to get the LOW rate but they now told me they dont control the rate. It is %590.46 which is triple my normal bill of $185. They refuse to help. They only want to give a 10%. Its a scam. I have seen other reviews online now that have the same issue.
I am seeking compensation/ reduction in the bill. They offered a 10% off the bill and to switch me to another plan. That is not sufficient. My bill went up 3 fold for the same use. That is unacceptable when the guaranteed a low rate or less than 4 cents. after this i will most likely be leaving their service and seeking a new provider if this is not resolved.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In his complaint, Mr. is expressing concern over experiencing a rate increase. Please review below:
A review of the account shows that Mr. enrolled for services with Ambit online on 01/04/2019 for the service address referenced above. The customer enrolled under the Ambit Wholesale Club ("AWC"). Please note, the AWC is not a fixed rate product.
Contract documents sent to the customer at the time of enrollment reflect Energy Charges per kWh of $0.0327 with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculations, 15-minute interval real-time pricing information will be used. Therefore, the price reflected on the contract documents may not be the price at the time of billing. In addition, contract
documents do inform the customer of the applicable Early Termination ("ETF") fee of $199 should services be cancelled prior to the term expiration.
Customers selecting the AWC product also had access to the Frequently Asked Questions ("FAQ") document. This document provided further assistance with product details along with tips on how to track real-time prices and manage usage.
On 08/20/2019, invoice 089B1K8 in the amount of $233.98 due by 09/05/2019 is mailed for the service period of 07/10/XXXX - XX/08/2019 billed at the applicable wholesale rate of $0.XXXXXX per kWh.
On 09/19/2019, invoice 139E3J9 in the amount of $590.46 due by 10/07/2019 is mailed for the service period of 08/08/XXXX - XX/10/2019 billed at the applicable wholesale rate of $0.XXXXXX per kWh.
Please find attached the customer invoices which reflect the applicable data received from ERCOT at the time of billing. As is customary industry practice, smart meter data and wholesale pricing information is subject to change.
August was a record month for real time prices due to extreme temperatures in Texas. The AWC product allows the customer to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plans in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year.
Please note, Ambit proactively sent usage reduction email notifications such as the one attached to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice also informs the customer of payment plan availability, if this option is needed.
Records show that on 09/23/2019, Mr. contacted Ambit regarding his account status. The Ambit representative informed the customer of the details of the AWC. The Ambit representative assisted the customer with completing a product update with Ambit to a product to better fit his needs. The customer updated his product to the Lone Star Classic 6-month term with a fixed rate of $0.0532. In addition, a 10% energy charge discount was offered.
Ambit regrets the circumstances that led to Mr. complaint. A final review of the account shows that Mr. was properly billed in accordance to the selected enrolled product. As a customer gesture, a 20% energy charge discount will be applied to the account. In addition, should the customer decide to cancel services, the applicable early termination fee will be waived.
Should you have additional questions, please feel free to contact me directly at (972) 813-0396.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
972.813.0396
After being with Ambit for over at least 6 years I received a bill triple what I typically pay.
I received my electric bill and it was $523.00, triple what I normally pay. There is no way my bill should be this amount will I live alone, 1 story house, and used only a little bit more KH as I did the previous month. I called and was advised by a representative that I was charged at a a different rate and because wholesale typically changes. This is not even the hottest month but yet I have a bill for 0ver $500. When my contract is up I will be going to a different company if I don't do so next week. I feel this is a scam, and as a veteran and as someone who work hard everyday, I will not fall victim to shady practices. I had this plan since Jan, how did it all of a sudden go up in Sept. The representatives even talked about the demand for energy drove the prices up which should have nothing to do with my bill. Additionally, the power has gone out three times in the last 2 months and no compensation for that but you are robbing me of $500. I am sharing this on social media and advising all with Ambit to leave. My bill have never even been $300 now all of a sudden it's almost $600. Those in power are taking advantage of the working class as it's not possible this is accurate. The representatives stated they could only take off 10% which doesn't help me, my time as a customer with Ambit is over.
I would like to know why this bill is almost $600 when nothing changed, why my plan was suddenly changed to accommodate a scam, as there's no way this bill is for one person.
Customer Assertion from Complaint Note:
After being with Ambit for over at least 6 years I received a bill triple what I typically pay.
I received my electric bill and it was $523.00, triple what I normally pay. There is no way my bill
should be this amount will I live alone, 1 story house, and used only a little bit more KH as I did
the previous month. I called and was advised by a representative that I was charged at a a
different rate and because wholesale typically changes. This is not even the hottest month but
yet I have a bill for 0ver $500. When my contract is up I will be going to a different company if I
don't do so next week. I feel this is a scam, and as a veteran and as someone who work hard
everyday, I will not fall victim to shady practices. I had this plan since Jan, how did it all of a
sudden go up in Sept. The representatives even talked about the demand for energy drove the
prices up which should have nothing to do with my bill. Additionally, the power has gone out
three times in the last 2 months and no compensation for that but you are robbing me of $500. I
am sharing this on social media and advising all with Ambit to leave. My bill have never even been
$300 now all of a sudden it's almost $600. Those in power are taking advantage of the working
class as it's not possible this is accurate. The representatives stated they could only take off 10%
which doesn't help me, my time as a customer with Ambit is over.
Consumer's Desired Resolution:
I would like to know why this bill is almost $600 when nothing changed, why my plan was
suddenly changed to accommodate a scam, as there's no way this bill is for one person.
Issues and Resolutions:
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding
customer ***. In her complaint, Ms. is expressing concern over the rates and
charges.
A review of the account confirms that Ms. has been a customer of Ambit since
05/05/2016. On 01/02/2019, records confirm that Ms. accessed and processed a product renewal via her My Ambit Account (MAA) using her login credentials for the account
number referenced above. Please find attached the contract documents the customer received
and the Product Change Acknowledgement form that captures the customer's online activity. All
documents can be accessed at any time via MAA under My Messages.
Customers selecting the AWC product also have access to the Frequently Asked Questions (FAQ)
document. As you are aware, August was a record month for real time prices due to extreme
temperatures in Texas. The AWC product allows customers to pay real time rates for energy
which have been historically below the average retail rate offered to customers on standard
product plans in the industry. Due to record high temperatures we experienced in August,
customers will see their highest bills of the year. Please be aware that that the average energy
rate paid by AWC customers this year is still one of the lowest in the marketplace over the last
12 months. And, rates through the end of the year should come down significantly compared to
August.
The complaint references the following invoice:
On 09/16/2019, Invoice 132D2F8 in the amount of $532.36 due by 10/02/2019
was mailed to the customer. This invoice was for service period 08/05/2019 -
09/05/2019 at the applicable wholesale rate of $0.XXXXXX per kWh.
Please note, the invoice is attached for your review and the customer's invoice reflects the
applicable data received from ERCOT at the time of the billing. As is customary industry practice,
smart meter data and wholesale pricing information is subject to change.
The EFL reflects Energy Charges per kWh of $0.0327 with the explanation that the price will vary
depending on the ERCOT market and factors utilized for price calculations, 15-minute interval
real-time pricing information will be used. In addition, the EFL informs the customer that the
price listed is an average energy charge based on the North's Load Zone's most current historical
data from the 2017 service period, therefore the price reflected on the EFL may not be the price
at the time of the billing. Please note that the historical data that is used will update accordingly
each time we receive information from the 'Independent Market Monitor'.
Records show that Ms. contacted Ambit on 09/20/2019 regarding her account status.
The Ambit representative advised the customer of the details of the AWC details. The Ambit
representative also provided the customer with available product options. Ms. accepted
and completed a product change to the Lone Star Classic 6-month term product with a fixed rate
of $0.0532 per kWh. These contract documents are attached for your review.
Ambit proactively sent usage reduction email notification such as the one attached to our AWC
participants advising of ways to reduce usage due to the increased electricity demand during the
high temperatures. These pre-emptive email notifications were sent to customers, to keep them
informed so that they could take initiatives to control their usage. Specifically, for Ms.
notifications were sent during the period of 08/07/XXXX - XX/05/2019. In addition, a high bill
awareness notification was sent to the customer on 08/29/2019. This notice also informs the
customer of the payment plan availability, if this option is needed. Ambit does not have record
of Ms. responding to these opportunities.
Ambit regrets the circumstances that led to Ms. complaint. A final review of the
account shows that Ms. was properly billed in accordance with the product plan's EFL
using the available ERCOT data at the time of the billing. As a customer service gesture, a 10%
energy charge discount was applied to the account which led to a credit adjustment in the
amount of $39.26.
Should you have additional questions, please feel free to contact me directly at (214) 270-1788.
Sincerely
(The consumer indicated he/she DID NOT accept the response from the business.)
Over billing is not appropriate and notifications as indicated was never provide to me.
Good afternoon,
A final review of the account shows that Ms. was properly billed in accordance with the product plan's EFL using the available ERCOT data at the time of the billing. Please see attached Contract Documents. As previously noted in our initial response, Ambit proactively sent usage reduction email notifications to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. These pre-emptive email notifications were sent to customers, to keep them informed so that they could
take initiatives to control their usage. Specifically, for Ms. notifications were sent during the period of 08/07/XXXX - XX/05/2019. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice also informs the customer of the payment plan availability, if this option is needed. Please refer to AXXXXXXX Usage Notification and AXXXXXXX High Bill Awareness (attached). Please note, Ambit does not have record of any returned mail.
Should you have additional questions, please feel free to contact me directly at (214) 270-1788.
Thank you, Elizabeth
Utility services overcharged
Account number AXXXXXXX August Bill for July usage is $203.12. September Bill for August usage is $715.46. I have made countless attempts to reach then but there is no answer. I sit on hold for about an hour and then get disconnected. We had less usage in August due to a week away. So how is our bill more?
Bill lowered to the bill equal to or less than July Bill of $203.12
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over experiencing a rate increase. Please review below:
A review of the account confirms that Ms. has been an Ambit customer since 09/29/2017. Records confirm that the customer accessed and processed a renewal via her My Ambit Account (MAA) using her login credentials for the account number referenced above. Records confirm that this action was taken on 06/24/2019. Please find attached the contract documents the customer received and the Product Change Acknowledgement form that captures customer's online activity. All documents can be accessed at any time via MAA under My Messages.
Customers selecting the Ambit Wholesale Club product (AWC) also had access to the following document, Frequently Asked Questions (FAQ). As you are aware, August was a record month for real time prices due to extreme temperatures in Texas. The AWC product allows customers to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plans in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year. The complaint references the following invoices:
On 08/07/2019, invoice 071A9B0 in the amount of $203.12 due by 08/23/2019 was mailed to the customer. This invoice was for the service period of 07/29/2019 to 08/28/2019 and was billed at the applicable wholesale rate of $0.XXXXXX per kWh.
On 09/06/19, invoice 119A8J7 in the amount of $715.46 due by 09/23/2019 was mailed to the customer. This invoice was for the service period of 07/29/2019 to 08/28/2019 and was billed at the applicable wholesale rate of $0.XXXXXX per kWh.
Please note, the invoices are attached for your review and the customer's invoices reflect the applicable data as received from ERCOT at the time of billing. As is customary industry practice, smart meter data and wholesale pricing information is subject to change.
The EFL reflects Energy Charges per kWh of $0.0327 with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculation, 15-minute interval real-time pricing information will be used. In addition, the EFL informs the customer that the price listed is an average energy charge based on the South Load Zone's most current historical data from the 2018 service period, therefore, the price reflected on the EFL may not be the price at the time of billing. This information is updated to reflect data as soon as it is received from the "Independent Market Monitor".
Please note, Ambit proactively sent usage reduction email notifications, such as the one attached, to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. These pre-emptive email notifications were sent to customers, to keep them informed so that they could take initiatives to control their usage. Specifically, for Ms. notifications were sent during the period of 08/06/XXXX - XX/04/2019. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice also informs the customer of the payment plan availability, if this option is needed. Ambit does not have record of Ms. responding to these opportunities.
In response to not being able to reach Ambit, during the week of 09/03/2019, Ambit experienced increased service wait times as one of our Outsourcers, Intel IBO - Bahamas Call Center was directly impacted by Hurricane Dorian. The temporary closure of this call center created a shortage of customer service representatives. Ambit implemented alternate measures to help with service calls such as transitioning every available resource to assist with the calls. Additionally, please find attached the strategies communicated to the Public Utility Commission of Texas. Ambit apologizes for any inconvenience this may have caused.
Ambit regrets the circumstances that led to Ms.' complaint. A final review of the account shows that Ms. was properly billed in accordance with the product plan's EFL using the available ERCOT data at the time of billing. As a customer service gesture, a 20% energy charge discount was applied to the account which led to a credit adjustment in the amount of $117.14. Ambit received a Drop Due to Switch on 09/18/2019, there was no Early Termination Fee (ETF) applied to Ms.' account. The customer has a balance of $498.16.
Should you have additional questions, please feel free to contact me directly at (214) 270-1788.
Sincerely,
Elizabeth ***
Regulatory Compliance Specialist, Ambit Energy
214-270-1788
Since I been with this company my bills has been hight from $250 to $500 not less. In 8/19 I payed $222 then in 9/19 I got a bill for $823.13 for only one month try to called them over and over the wait of 20 to 30 minute I can't couldnt let this continue happen no more I have a baby in home can't have my power taking off with this hot weather. So when I finally got in hold to them I ask to talk to manager in charge she said every single agent here is well prepare and profesional to fix any problem you may have at the end she said $823.13 plus $313. For disconnect your bill so $1200 to make it Square no payment plan and if I don't pay my bill it will be report in my credit in my credit !! Really !! A lil house in a month got a bill of $823.13 dollars !! Lest than 2000 kwt omg!! Can human life and credit be protected over companies like this??? I was traumatice every time I get the bill coming scareder and worry to open it now I feel destroyed this companies need to stop hurting people's life companies that do something like this need to go out of business they don't know how hard we try to make it in life for them because have your social want to charge a crazy amount of money and force you to pay someone please help.. and for you up there please don't trust your life with this company thank you and you all have always great days and may god bless
Good Afternoon,
Ambit regrets any negative experience you may have experienced with Ambit and your current account product. Please feel free to contact us toll free at 1-877-282-6248 for further assistance.
Sincerely,
Marysol ***
Regulatory Compliance Specialist
I usually pay around 300 hundred in July and August. Today my bill was 820.86. They said that was my contract.I never had problems with them before.
AXXXXXXX
Charge me the rigth amount wich would be 250.I put foam insulation last month.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer, ***. In his complaint, Mr. is expressing concern over experiencing a rate increase. Please review below:
A review of the account confirms that Mr. has been a customer of Ambit since 03/15/2011. Records confirm that on 02/27/2019, Mr. accessed and processed a product change via his My Ambit Account (MAA) using his login credentials for the account number referenced above. Please find attached the contract documents the customer received and the Product Change Acknowledgement that captured the customer's online activity in which he selected the Ambit Wholesale Club product (AWC).
The complaint references the following invoice:
On 09/18/2019, invoice 137B3D1 in the total amount of $820.86 due by 10/04/2019 was mailed to the customer. This invoice was for the service period of 08/07/XXXX - XX/09/2019 and was billed at the applicable wholesale rate of $0.XXXXXXX per kWh.
Please note, the invoice is attached your review and the customer's invoice reflects the applicable data received from ERCOT at the time of billing. As is customary industry practice, smart meter data and wholesale pricing information is subject to change.
As you are aware, August was a record month for real time prices due to extreme temperatures in Texas. The AWC product allows customers to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plans in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year.
The EFL reflects Energy Charges per kWh of $0.0327 with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculation, 15-minute interval real-time pricing information will be used. In addition, the EFL informs the customer that the price listed is an average energy charge based on the South Load Zone from the previous 2017 service period, therefore, the price reflected on the EFL may not be the price at the time of billing.
A high bill awareness notification was sent to the customer on 08/29/2019. This notice informs the customer of the payment plan availability, if this option is needed. Ambit does not have record of Mr. responding to these opportunities.
Records reflect that Mr. contacted Ambit on 09/20/2019 regarding his account status. The Ambit representative advised the customer of the details of the AWC product. The Ambit representative informed the customer of the current available products and waiver of Early Termination Fee ("ETF") should the customer choose to complete a product change. Mr. declined and instead indicated that he would be switching Retail Electric Providers (REP). Ambit received a Drop Due to Switch on 09/21/2019.
Ambit regrets the circumstances that led to Mr. complaint. A final review of the account shows that Mr. was properly billed in accordance with the product plan's EFL using the available ERCOT data at the time of billing. As a customer service gesture, a 20% energy charge discount was applied to the account which led to a credit adjustment in the amount of $128.86. This has been applied to his account and the customer has a remaining balance of $379.17.
Should you have additional questions, please feel free to contact me directly at (214) 270-1788.
Sincerely,
Elizabeth ***
Regulatory Compliance Specialist, Ambit Energy
214-270-1788
This Ambit energy rep called my in March to and suggest me to choose their wholesales club plan which will save, but they cheated and bill huge high
my account number is AXXXXXXX. their sales rep or even consultant Miss chen mis-guided me to choose wholesale club plan, and not notify such a hugh change on rate 22.75 almost 10 times higher than regular plan, and make my bill for a month high to 617.75 with my regular electricity subsumption, they could only give $99 off but it is not enough, they can charge the money whatever they want and they did not mention the variable cost at all.It is cheating, I have been using other companies before, none of them gave such high rate at any period of time, they said wholesale club is their lowest cost, how come their cost is such high, other companies has no such high rate anytime, I doubted it is their operations issues or just want clients to pay, the normal charge should be $1XX-XXX, on this electricity utilization. I need to rise my claim and no others will be victims, thx!
i am seeking my bill for this $617.97 to be lower than $200 which is a valid charge, the ambit energy company could not do anything they want just charge any charges they want, i asked them they have no control over for the wholesales plan on rates which means they basically can do whatever they want like this, it is NOT FAIR!!
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer Bo ***. In his complaint, Mr. is expressing concern over the rates and charges.
A review of the account confirms that Mr. has been a customer of Ambit since 09/19/2018. Records confirm that on 02/20/2019 the customer accessed and processed a quick renewal via his My Ambit Account (MAA) using her login credentials for the account number referenced above. Please find attached the contract documents the customer received and the Product Change Acknowledgement form that captures customer's online activity. All documents can be accessed at any time via MAA under My Messages.
Customers selecting the Ambit Wholesale Club product (AWC) also had access to the following document, Frequently Asked Questions (FAQ). As you are aware, August was a record month for real time prices due to extreme temperatures in Texas. The AWC product allows customers to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plans in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year.
The complaint references the following invoices:
On 08/05/2019, Invoice 067G5A0 in the amount of $164.66 due by 08/21/2019 was mailed to the customer. This invoice was for the service period of 06/25/XXXX - XX/25/2019 and was billed at the applicable wholesale rate of $0.XXXXXX per kWh.
On 09/04/2019, Invoice 115G2A9 in the amount of $617.97 due by 09/20/2019 was mailed to the customer. This invoice was for the service period of 07/25/XXXX - XX/26/2019 and was billed at the applicable wholesale rate of $0.XXXXXX per kWh. Additionally, Ambit received a payment in the amount of $617.97 via credit card.
Please note, these invoices are attached for your review and the customer's invoice reflects the applicable data as received from ERCOT at the time of billing. As is customary industry practice, smart meter data and wholesale pricing information is subject to change.
The EFL reflects Energy Charges per kWh of $0.0327 with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculation, 15-minute interval real-time pricing information will be used. In addition, the EFL informs the customer that the price listed is an average energy charge based on the North Load Zone's most current historical data from the 2017 service period, therefore, the price reflected on the EFL may not be the price at the time of billing. Please note that the historical data that is used will update accordingly each time we receive information from the "Independent Market Monitor".
Please note, Ambit proactively sent usage reduction email notifications, such as the one attached, to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. These pre-emptive email notifications were sent to customers, to keep them informed so that they could take initiatives to control their usage. Specifically, for Mr. notifications were sent during the period of 08/07/2019 - 09/05/2019. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice also informs the customer of the payment plan availability, if this option is needed. Ambit does not have record of Mr. responding to these opportunities.
Records show that Mr. contacted Ambit on 09/19/2019 regarding his account status. The Ambit representative advised the customer of the details of the AWC product. The Ambit representative also advised the customer of the current available products and waiver of certain fees should the customer choose to complete a product change. Mr. accepted and completed a product change to the Lone Star Classic 6-month term product with a fixed rate of $0.0532 per kWh.
Ambit regrets the circumstances that led to Mr. complaint. A final review of the account shows that Mr. Udden was properly billed in accordance with the product plan's EFL using the available ERCOT data at the time of billing. As a customer service gesture, a 20% energy charge discount was applied to the account which led to a credit adjustment in the amount of $99.10.
Should you have additional questions, please feel free to contact me directly at (214) 270-1788.
Sincerely,
Elizabeth ***
Regulatory Compliance Specialist, Ambit Energy
214-270-1788
(The consumer indicated he/she DID NOT accept the response from the business.)
they lied, on 08/29 I received Nothing on email from them to show my bill will be a hugh change and I need to change my plan, they only send some emails before to show my usage change. it does not reflect the unit rate from 0.003 to 0.22 cent per kwh which is almost 8 times unit price!!! Customer could not just buy it because of their fault on operation! if you go to a store to buy an Apple which is used to be 1 dollar per apple, right now only this store sells $8 per apple this month and other stores all still sell $8, they just automatically charge your credit card, is it fair??
Good afternoon,
As previously stated Ambit regrets the circumstances that led to Mr. complaint. A final review of the account shows that Mr. was properly billed in accordance with the product plan's EFL using the available ERCOT data at the time of billing. As a customer service gesture, a 20% energy charge discount was applied to the account which led to a credit adjustment in the amount of $99.10. Please find attached the invoice that was mailed to the customer on 10/04/19 which reflects the credit applied of $99.10. The customer has a remaining balance of $95.87 due by 10/21/19. Please note that Mr. Bong is enrolled on Ambit's Auto Pay in which the amount of the invoice is drafted from a checking account 5 days before the due date or if it is a Credit Card that is on file, it will be drafted one day before the due date. Should Mr. Bong want to be removed from Auto Pay, he is able to log in via his My Ambit Account and make the change or he can contact Customer Care at 1-877-282-6248 and speak to a Customer Service Representative to request the change. Should you have any additional questions, please feel free to contact me at 214-270-1788.
Thank you, Elizabeth
Extreme price increase for the same kW used the previous month.
I received a bill for $365.13 @ 1662.6 kWh for the month of 9/17/19-10/03/19. The bill for the previous month was $156.41 @ 1365.8 kWh for billing cycle of 08/15/19-09/03/19. Ambit energy doubled my rate with out notification several other people I spoke with have seen the same spike .I spoke with Leah a management representative at ambit she tried to explain why my bill was double for 300 more kWh to no resolve.
I would like my bill to be readjusted to the proper amount it should be.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In his complaint, Mr. is expressing concern over experiencing a rate increase. Please review below:
A review of the account shows that Mr. enrolled for services with Ambit online on 05/04/2019 for the service address referenced above. The customer enrolled under the Ambit Wholesale Club ("AWC"). Please note, the AWC is not a fixed rate product.
Contract documents sent to the customer at the time of enrollment reflect Energy Charges per kWh of $0.0327 with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculations, 15-minute interval real-time pricing information will be used. Therefore, the price reflected on the contract documents may not be the price at the time of billing.
Customers selecting the AWC product also had access to the Frequently Asked Questions ("FAQ") document. This document provided further assistance with product details along with tips on how to track real-time prices and manage usage.
On 08/15/2019, invoice 087F1B0in the amount of $156.41 due by 09/03/2019 is mailed for the service period of 07/09/XXXX - XX/07/2019 billed at the applicable wholesale rate of $0.XXXXXX per kWh.
On 09/17/2019, invoice 136F8A8 in the amount of $365.13 due by 10/03/2019 is mailed for the service period of 08/07/XXXX - XX/09/2019 billed at the applicable wholesale rate of $0.XXXXXX per kWh.
Please find attached the customer invoices which reflect the applicable data received from ERCOT at the time of billing. As is customary industry practice, smart meter data and wholesale pricing information is subject to change.
August was a record month for real time prices due to extreme temperatures in Texas. The AWC product allows the customer to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plans in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year.
Please note, Ambit proactively sent usage reduction email notifications such as the one attached to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice also informs the customer of payment plan availability, if this option is needed.
Records show that on 09/06/2019, Mr. contacted Ambit regarding his account status. The Ambit representative informed the customer of the details of the AWC. The Ambit representative assisted the customer with completing a product update with Ambit to a product to better fit his needs. The customer completed a product update to the Lone Star Classic 6-month term with a fixed rate of $0.0532 per kWh. In addition, as a customer gesture, a 10% energy charge discount was offered which led to a credit adjustment being applied to the account in the amount of $24.64.
Ambit regrets the circumstances that led to Mr. complaint. A final review of the account shows that Mr. was properly billed in accordance to the selected enrolled product. As a customer gesture, a 10% energy charge discount was applied to the account, therefore, no further adjustments are warranted.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
972.813.0396
past bills charged 4.2,3.4,4.0 then jumped up to 7.5c a KWH and now 16.8c a KWH making last months bill 366.46 and now this bill is 868.96.
they state I had a variable account and that rates change and only offered me a payment plan with last months excessive bill then my bill this month cannot be put into a payment plan and 16.8c a KWH is highway robbery. I have had them for years and never had a bill over 220$ but the last one was high but this is insane. They only offered me a 10% discount and put a hold on my account so I cannot switch companies.How can I keep the lights on as a single mother with 16.8c a KWH
I want the normal average. Even 7.5c KWH is higher than expected.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over the rates and charges.
A review of the account confirms that Ms. signed up for services with Ambit and processed an online enrollment on 11/27/2018 for the Ambit Wholesale Club ("AWC").
Please find attached the contract documents sent to the customer during her online enrollment for services with Ambit which included the AWC product details and a link to the Frequently Asked Questions ("FAQ") document. This document is also available for the customer to access and review at any time, by logging into her My Ambit Account ("MAA"), and it provides further assistance with product details along with tips on how to track real-time prices and manage usage.
August was a record month for real time energy prices due to extreme temperatures in Texas. The AWC product allows customers to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plans in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year.
Please review the following:
On 08/27/2019, Invoice 099J5K8 in the amount of $366.46 due by 09/12/2019 was mailed to the customer. This invoice was for the service period of 07/12/XXXX - XX/13/2019 and was billed at the applicable wholesale rate of $0.XXXXXX per kWh.
On 09/11/2019, Ambit received a payment in the amount of $91.62 via credit card.
On 09/20/2019, Invoice 144C5D7 in the amount of $868.96 due by 10/07/2019 was mailed to the customer. This invoice was for the service period of 08/13/XXXX - XX/12/2019 and was billed at the applicable wholesale rate of $0.XXXXXX per kWh.
On 09/30/2019, Ambit received two payments totaling $831.98 via credit card.
Please note, the referenced invoices are attached for your review and the customer's invoices reflect the applicable data as received from ERCOT at the time of billing. As is customary industry practice, smart meter data and wholesale pricing information is subject to change.
The EFL reflects Energy Charges per kWh of $0.0367 with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculation, 15-minute interval real-time pricing information will be used. In addition, the EFL informs the customer that the price listed is an average energy charge based on the South's Load Zone's most current historical data from the 2017 service period, therefore, the price reflected on the EFL may not be the price at the time of billing. Please note that the historical data that is used will update accordingly each time we receive information from the "Independent Market Monitor".
Please note, Ambit proactively sent usage reduction email notifications, such as the one attached, to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. These pre-emptive email notifications were sent to customers, to keep them informed so that they could take initiatives to control their usage. Specifically, for Ms. notifications were sent during the period of 08/07/XXXX - XX/04/2019. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice also informs the customer of the payment plan availability, if this option
is needed. Ambit does not have record of Ms. responding to these opportunities.
Records show that Ms. contacted Ambit on 09/11/2019 regarding her account status. The Ambit Customer Service Representative ("CSR") advised the customer of the details of the AWC. The CSR also advised Ms. of the current available products should the customer complete a product change and current available payment product plan options. Ms. accepted and completed a product change to the Texas Classic 6-month term product with a fixed rate of $0.0552 per kWh. The contract documents are attached for your review. Ms. also accepted and agreed to the terms of the Deferred Payment Plan Agreement ("DPP") and was informed of the Switch Hold that would be placed on her account until the final payment was made. The DPP document is attached for your review.
Ambit regrets the circumstances that led to Ms. complaint. A final review of the account shows that Ms. was properly billed in accordance with the product plan's EFL using the available ERCOT data at the time of billing. As a customer service gesture, a 20% energy charge discount was applied to the account which led to a credit adjustment in the amount of $83.96. The customer remains energized with Ambit Energy and has a credit balance of $41.98.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Elizabeth Perez
Regulatory Compliance Specialist, Ambit Energy
XXX-XXX-XXXX
Billing issue and contract issue
Billing issue and contract issue. This complaint is about unexpected increases in the cost of the service and unexpected changes in the terms of the contract. The Ambit Energy rep Leslie *** used deceptive marketing practice by promising me a low energy plan for 9.8 cents per kwh, but enrolled me in some kind of plan (whole sale plan) that made me end up paying more money 19.8 cents per kwh. This whole sale plan that is being offered to ambit new customers is deceptive as it tell you the plan will be 9.8 cents per kwh (low cost energy), and as you can see from my bill the cost is low the first few billing periods, Only to double customers' bills the following month. She never mentioned the plan would fluctuate.
I was given a ambit energy referral card from a woman that work in the apartment office as I signed my first lease, and on or @ 4/27/19 rep Leslie *** contacted me to start service (via phone call). Since I am single (no kids, pets etc.) and live in a 1 bedroom apartment she quoted me for a plan that was 9 cents per kwh, as per Leslie *** (ambit rep) it was the lowest plan since the apartment was so small and I wouldn't be consuming a large amount of energy.
Nevertheless, I moved into my apartment on May 1 and my bill has never been over $120 except for August. (Bills below).
Service period 05/01/19 - 05/17/19 - $35.61 usage 166 Due Date 06/14
Service period 05/17/19 - 06/18/19 - $107.34 usage 833 Due Date 07/15
Service period 06/18/19 - 07/18/19 - $113.82 usage 917 Due Date 08/14
Service period 07/18/19 - 08/16/19 - $270.00 usage 880 Due Date 09/13 @ (19.8 kw)
I called Ambit and spoke with a representative that told me that I was on some kind of wholesale club in which I did not understand and she told me it was nothing she could do about it (I made the call to ambit on 9/18/19 @ 1:00pm). I was not aware of such plan so I took a closer look at my bill (while on the phone with customer service) and told her there are numerous reasons why this plan would not have been suitable for me. The reasons being everything the rep stated was the complete opposite with this particular plan.
Reason 1: This plan states that it is for Consumers that use a lot of electricity, say more than 1000 kWh per month, on average (I live in a 1 bedroom apartment, no washer and dryer, no children or pets). The most I have used was Service period 06/18/19 - 07/18/19 - $113.82 usage 917.
Reason 2: According to Ambit, This plan is for Customers who can monitor ERCOT real-time settlement prices and manage consumption (I have no idea what ERCOT is or what it stands for).
Reason 3: It also states that for a small daily Wholesale Club Fee, customers get access to wholesale real-time energy prices without any markups (which I interpret as it won't be more than 9.8 cents per kwh).
While logged in (9/18/19), I can see where my average energy rate was 9.8 cents per kwh. However, I logged back into my account on 9/19/19 and my plan information is gone. This is what I see today 9/19/19
According to Ambit the rates are on average for 2018 Houston load zone and based upon 2,000 kwh and are not guaranteed at the time of billing.
Current ERCOT Real Time prices can be viewed at ***?reportTypeId=XXXXX&*** which comes up with this ( I have no idea what this is).
How can I know exactly what I am being billed for? Ambit energy is not providing all facts to customers as they are unable to see the exact factors that determined the increase in the so called "real time price".
I would like the company to honor the 9.8 cents per kwh and/or be release me from my contract without the $199.00 penalty.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over experiencing a rate increase. Please review below:
A review of the account shows that Ms. enrolled for services with Ambit online on 04/27/2019 for the service address referenced above. The customer enrolled under the Ambit Wholesale Club ("AWC"). Please note, the AWC is not a fixed rate product.
Contract documents sent to the customer at the time of enrollment reflect Energy Charges per kWh of $0.0395 with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculations, 15-minute interval real-time pricing information will be used. Therefore, the price reflected on the contract documents may not be the price at the time of billing. In addition, contract documents do inform the customer of the applicable Early Termination ("ETF") fee of $199 should services be cancelled prior to the term expiration.
Customers selecting the AWC product also had access to the Frequently Asked Questions ("FAQ") document. This document provided further assistance with product details along with tips on how to track real-time prices and manage usage.
On 08/28/2019, invoice 103G5G8 in the amount of $270.00 due by 09/13/2019 is mailed for the service period of 07/18/2019 - 08/16/2019 billed at the applicable wholesale rate of $0.XXXXXX per kWh. Please find attached the customer's invoice which reflect the applicable data received from ERCOT at the time of billing. As is customary industry practice, smart meter data and wholesale pricing information is subject to change.
August was a record month for real time prices due to extreme temperatures in Texas. The AWC product allows the customer to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plans in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year.
Please note, Ambit proactively sent usage reduction email notifications such as the one attached to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice also informs the customer of payment plan availability, if this option is needed.
Records show that Ms. contacted Ambit on 09/18/2019 regarding her account status. The Ambit representative advised the customer of the details of the AWC. The Ambit representative also offered to assist the customer with completing a product update with Ambit to another product to better fit her needs to which she declined. Ms. disconnected the call before further assistance could be offered. In addition, a cancellation request was also received effective the same day of 09/18/2019. An applicable ETF of $205.33 ($199 + tax) was applied to the account due to services being cancelled prior to the term expiration.
Ambit regrets the circumstances that led to Ms. complaint. A final review of the account shows that Ms. was properly billed in accordance to the selected enrolled product. As a customer gesture, the applicable ETF of $205.33 was waived and removed.
Should you have additional questions, please feel free to contact me directly at (972) 813-0396.
Sincerely,
Marysol ***
Regulatory Compliance Specialist
972.813.0396
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I still feel as though I was mislead by the company, I appreciate them waiving the early termination fees. However,I would have liked for them price the electricity at 9 percent rate that I initially signed up for. In the future, the company need to explain what they are selling the customer verbatim. I am sure nobody in their right mind would ever sign up for this product especially someone like myself living in a small one bedroom efficiency apartment.
Overcharging
I switched to ambit on the 1st of August 2019. I had been contacted by a rep Brenda Krenik saying what great rates they have and even showed me her bill where she was charged $101 for 1700kw! That sounded great! Who would say no to 6cent per me? So I signed up for the ambit wholesale plan as instructed to get these great rates! Well my bill came I used 2277kw and was charged a whopping 27.9cents per kw! I know this wasn't a fixed rate plan but when the efl says the average rate is 9.4 cents per kw you wouldn't ever expect to pay triple the price!
I would like my bill cut by 50%
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In his complaint, Mr. is expressing concern over experiencing an increase in rates and charges. Please review below:
A review of the account confirms that Mr. signed up for services with Ambit Energy and processed an online enrollment on 07/23/2019 for the Ambit Wholesale Club ("AWC").
Please find attached the contract documents sent to the customer at the time of his enrollment and product selection. The EFL reflects Energy Charges per kWh of $0.XXXXXX with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculation, 15-minute interval real-time interval real-time pricing information will be used. In addition, the EFL informs the customer that the price listed is an average energy charge based on the Houston's Load Zone's most current historical data from the 2018 service period, therefore, the price reflected on the EFL may not be the price at the time of billing. Please note, the historical data that is used will update accordingly each time we receive information from the "Independent Market Monitor".
In addition, please find attached the Frequently Asked Questions ("FAQ") document that was made available to Mr. during his selection of the Ambit Wholesale Club product. This document is also available for access and review in the customer's MAA online and provides further assistance with product details along with tips on how to track real-time prices and manage usage.
As you are aware, August was a record month for real time prices due to extreme temperatures in Texas. The AWC product allows customers to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plans in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year.
The complaint references the following invoice:
On 09/03/2019, Invoice 114E5F5 in the amount of $650.04 due by 09/19/2019 was mailed to the customer. This invoice was for the service period of 08/01/XXXX - XX/23/2019 and was billed at the applicable rate of $0.XXXXXX per kWh.
Please note, the invoice is attached for your review and the customer's invoice reflects the applicable data as received from ERCOT at the time of billing. As is customary industry practice, smart meter data and wholesale pricing information is subject to change.
Please note, Ambit proactively sent usage reduction email notifications, such as the one attached, to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. These pre-emptive email notifications were sent to customers, to keep them informed so that they could take initiatives to control their usage. Specifically, for Mr. notifications were sent during the period of 08/06/XXXX - XX/06/2019. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice informs the customer of the payment plan availability, if this option is needed. Ambit does not have record of Mr. responding to these opportunities.
Records show that on 09/06/2019 Mr. contacted Ambit's Customer Care department regarding his account status. The Ambit representative advised the customer of the current available products and waiver of the Early Termination Fee ("ETF") should the customer choose to complete a product change. Mr. accepted and completed a product change to the Lone Star Classic 6-month product with a fixed rate of $0.0550 per kWh. Contract documents are attached for your review.
Records indicate that on 09/11/2019, Ambit received a Drop Due to Switch transaction effective the same day. Please note, the customer's account was not charged with an ETF due to services cancelling prior to the term expiration.
Ambit regrets the circumstances that led to Mr. complaint. A final review of the account shows that Mr. was properly billed in accordance with the product plan's EFL using the available ERCOT data at the time of billing. As a customer service gesture, a 20% energy charge discount was applied to the account which led to a credit adjustment in the amount of $106.42. Please note that we have taken proactive steps to ensure that our Field Compliance department is aware of the feedback provided by Mr.. Ambit Energy takes allegations of misleading sales tactics very seriously and works to ensure that this type of activity does not occur. The customer has a balance of $143.75.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Elizabeth Perez
Regulatory Compliance Specialist, Ambit Energy
XXX-XXX-XXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
I was still deceived by the sales rep. With the system for charging they use you would need to be a professional day trader! I know of another person who was sold electric from same rep and is fuming over her last bill and I'm sure there are more to come!
Good afternoon, the item attached by the customer on 10/05/19 appears to be an invoice dated 07/05/19. Please note, it does not appear that the invoice attached is for ***'s account AXXXXXXX. Our initial response included all invoices customer received with Ambit on the AWC product. Please refer to INV 114E5F5 and INV 141G7F8. Please note, Mr. account is cancelled with a balance due of $143.75. Please feel free to contact me directly XXX-XXX-XXXX should you have any additional questions. Thank You Elizabeth Perez
(The consumer indicated he/she DID NOT accept the response from the business.)
The other invoice is from the company representative showing me how great ambit energy prices are. I will consider this matter resolved if any money owed is zeroed out.
I am being charged for something that the company did not make me aware of. I was told something completely different then what I am being told now.
A few months ago I switched over to Ambit Energy. I went through a consultant. Everything was done over the phone and he verbally told me "you are on a plan that is a fixed rate and will not go up. all you have to do is stay within XXXX-XXXXkw, anything that is over the 2000kw you will have to pay extra for. I just received my bill for the month of august and unlike my previous bills of XXX-XXX, this one came out to 530. I called to see what the mistake was and they told me that my plan was not fixed and the rate would move up and down. which is false due to me paying about the same amount on previous bills. after I argued back and forth they said they would give me a 20% discount for the inconvinence. I appreciate the discount, but due to it not being my fault and me not being able afford it I don't feel that its right that someone can lie to you about a service being provided and then expect me to be held accountable for it and have to pay for it. The customer service from the First Lady I spoke to was good she tried to help the best she could but when I was transferred to a higher manager he wasn't even trying to help and being rude.
They have offered the 20% discount, but I don't think its right due to it being a mistake on their end not mine. All that I ask for is that I pay at least close to what I have been paying and for the business to make sure they notify there customers correctly.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In his complaint, Mr. is expressing concern over the billed invoice rate. Please review below:
A review of the account shows that Mr. enrolled for services with Ambit online on 01/04/2019 for the service address referenced above. The customer enrolled under the Ambit Wholesale Club ("AWC"). Please note, the AWC is not a fixed rate product.
Contract documents sent to the customer at the time of enrollment reflect Energy Charges per kWh of $0.0314 with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculations, 15-minute interval real-time pricing information will be used. Therefore, the price reflected on the contract documents may not be the price at the time of billing.
Customers selecting the AWC product also had access to the Frequently Asked Questions ("FAQ") document. This document provided further assistance with product details along with tips on how to track real-time prices and manage usage.
On 09/11/2019, invoice 128C4F3 in the amount of $531.32 due by 09/27/2019 is mailed for the service period of 08/01/XXXX - XX/03/2019 billed at the applicable wholesale rate of $0.XXXXXX per kWh. Please find attached the customer's invoice which reflect the applicable data received from ERCOT at the time of billing. As is customary, smart meter data and wholesale pricing information is subject to change.
August was a record month for real time prices due to extreme temperatures in Texas. The AWC product allows the customer to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plans in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year.
Please note, Ambit proactively sent usage reduction email notifications such as the one attached to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice also informs the customer of payment plan availability, if this option is needed.
Records show that Mr. contacted Ambit on 09/19/2019 regarding his account status. The Ambit representative advised the customer of the details of the AWC. The Ambit representative also assisted the customer into completing a product update with Ambit to a product to better fit his needs. Mr. completed a product update to the Lone Star Classic 6-month term product with a fixed rate of $0.0532 per kWh. In addition, a 20% energy discount was applied as a customer courtesy which led to a credit adjustment in the amount of $74.62.
Ambit regrets the circumstances that led to Mr. complaint. A final review of the account shows that Mr. was properly billed in accordance to the selected enrolled product. Mr. call interactions will the Ambit representative will be reviewed, and any training and coaching needed will be completed.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol ***
Regulatory Compliance Specialist
972.813.0396
I have been trying to contact ambient energy since last Wednesday ion today is XXXXXX I have been trying to contact them to get an extensionPhone busy
I have been trying to contact Ambit Energy Since last Wednesday and every time I call it is busy I have not been able to speak to anyone I have even did the online chat and they only help with new services I explained it to them as well they told me to try back at 8 o'clock in the morning and which I did steal hours of waiting and no one picks up can you please help my service will be turned off today because I have not been able to speak with anyone about getting a extension on my account
I have been contacting him to see K payment extension until Thursday of this week I have been out sick and with all that I still have been trying to contact this company with no answer to the thing it just stays on a representative will be with you I was and I was on hold no help
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over a payment assistance request. Please review below:
08/14/2019: Invoice 082J6E2 in the amount of $216.58 due by 08/30/2019 was mailed (attached). This invoice included a past due amount of $112.16.
09/03/2019: A disconnection notice (attached) for the past due amount of $104.42 was mailed (attached). The due date to receive the past due amount was 09/13/2019. The scheduled disconnection date was 09/16/2019.
09/13/2019: Invoice 130E9D8 in the amount of $469.16 due by 09/30/2019 was mailed (attached). This invoice included a past due amount of $216.58.
Records indicate that on 09/17/2019 and 09/19/2019, Ambit received (3) payments totaling $272.08 via ACH. Please note, those payments were rejected due to an invalid bank account number.
Records reflect that on 09/19/2019, Ambit received a Drop Due to Switch transaction effective the same day. Please note, the customer's account was not charged the customary Early Termination Fee ("ETF") due to services cancelling prior to the term expiration date.
09/23/2019: Invoice 144B0E5 in the amount of $427.39 due by 10/09/2019 was mailed (attached). This invoice includes a past due amount of $259.16.
In response to not being able to reach Ambit, Ambit experienced increased service wait times as one of our Outsourcers, Intel IBO - Bahamas Call Center was directly impacted by Hurricane Dorian. The temporary closure of this call center created a shortage of customer service representatives. Ambit implemented alternate measures to help with service calls such as transitioning every available resource to assist with the calls. Additionally, please find attached the strategies that Ambit communicated to the Public Utility Commission of Texas. Ambit apologizes for any inconvenience this may have caused.
Ambit regrets the circumstances that led to Ms. complaint. Records show that on 09/30/2019, Ms. was contacted by an Ambit Customer Care representative and myself to assist with the referenced concerns. However, no response was received, and voicemails were left advising Ms. to contact us to assist with available payment plan options. The current amount due is $427.09.
Should you have additional questions, please feel free to contact me directly at (214) 270-1788.
Sincerely,
Elizabeth ***
Regulatory Compliance Specialist
214.270.1788
Document Attached
Not able to get through to customer service
I have been trying since last Wednesday with no luck I cloud the set up a payment they turned off my lights the call volumes are high there are no other ways to get through trying today and nothing how can a person set ups payment extension when they can't get anyone on the phone this isn't right. If the phone was answered when I called then I would have lights
Give me a extension
Ambit regrets the circumstances that led to Ms. complaint. Records show that on 09/30/2019, Ms. was contacted by an Ambit Customer Care representative to assist with the referenced concerns. However, no response was received, and a voicemail was left advising Ms. to contact us to assist with available payment plan options. The current amount due is $427.09.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over a payment assistance request. Please review below:
08/14/2019: Invoice 082J6E2 in the amount of $216.58 due by 08/30/2019 was mailed (attached). This invoice included a past due amount of $112.16.
09/03/2019: A disconnection notice (attached) for the past due amount of $104.42 was mailed (attached). The due date to receive the past due amount was 09/13/2019. The scheduled disconnection date was 09/16/2019.
09/13/2019: Invoice 130E9D8 in the amount of $469.16 due by 09/30/2019 was mailed (attached). This invoice included a past due amount of $216.58.
Records indicate that on 09/17/2019 and 09/19/2019, Ambit received (3) payments totaling $272.08 via ACH. Please note, those payments were rejected due to an invalid bank account number.
Records reflect that on 09/19/2019, Ambit received a Drop Due to Switch transaction effective the same day. Please note, the customer's account was not charged the customary Early Termination Fee ("ETF") due to services cancelling prior to the term expiration date.
09/23/2019: Invoice 144B0E5 in the amount of $427.39 due by 10/09/2019 was mailed (attached). This invoice includes a past due amount of $259.16.
In response to not being able to reach Ambit, Ambit experienced increased service wait times as one of our Outsourcers, Intel IBO - Bahamas Call Center was directly impacted by Hurricane Dorian. The temporary closure of this call center created a shortage of customer service representatives. Ambit implemented alternate measures to help with service calls such as transitioning every available resource to assist with the calls. Additionally, please find attached the strategies that Ambit communicated to the Public Utility Commission of Texas. Ambit apologizes for any inconvenience this may have caused.
Ambit regrets the circumstances that led to Ms. complaint. Records show that on 09/30/2019, Ms. was contacted by an Ambit Customer Care representative to assist with the referenced concerns. However, no response was received, and a voicemail was left advising Ms. to contact us to assist with available payment plan options. The current amount due is $427.09.
Should you have additional questions, please feel free to contact me directly at (214) 270-1788.
Sincerely,
Elizabeth ***
Regulatory Compliance Specialist
214.270.1788
Price gouging, etc. Monthly bill averages $200 over 7+ years. August was $693.29. Highest was $422 while "out of contract", but current 12 mo contract
According to Ambit supervisor, in a three week period in August, the energy usage rate went from 3.6 to 18.7 cents kw/hr. Currently in a 12 month variable rate contract. I understand what variable means, but the highest bill we've ever had was $422 while being "out of contract" and being charged 14.7 cents. Our average monthly bill is $200 for about 10 years. Current bill is $693.29. In March of 2019, our usage was higher than this month, but only paid $232. The Ambit operator offered 10% decrease, then supervisor offered 20%. I have 3 months left of my current year contract.
All I want is a FAIR price adjustment. Even the 20% offered by the supervisor is still about a 200% increase of normal prices.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In his complaint, Mr. is expressing concern over invoice increase. Please review below:
A review of the account shows that on 12/22/2018, Mr. accessed his online My Ambit Account ("MAA") and completed a product change to the Ambit Wholesale Club ("AWC"). Please note, the AWC is not a fixed rate product. Ambit does not have record of the customer contacting Ambit regarding a product inquiry for the updated product.
Contract documents sent to the customer upon the product update reflect Energy Charges per kWh of $0.0327 with the explanation that the price will vary depending on the ERCOT market and factors utilized for price calculations, 15-minute interval real-time pricing information will be used. Therefore, the price reflected on the contract documents may not be the price at the time of billing.
Customers selecting the AWC product also had access to the Frequently Asked Questions ("FAQ") document. This document provided further assistance with product details along with tips on how to track real-time price and manage usage.
On 09/12/2019, invoice 130F5J6 in the amount of $693.26 due by 09/30/2019 is mailed for the service period of 08/03/XXXX - XX/04/2019 billed at the applicable wholesale rates of $0.XXXXXX and $0.XXXXXX per kWh. Please find attached the customer invoice which reflects the applicable data received from ERCOT at the time of billing. As is customary industry practice, smart meter data and wholesale pricing information is subject to change.
August was a record month for real time prices due to extreme temperatures in Texas. The AWC product allows the customer to pay real time rates for energy which have been historically below the average retail rate offered to customers on standard product plan in the industry. Due to record high temperatures we experienced in August, customers will see their highest bills of the year.
Please note, Ambit proactively sent usage reduction email notifications such as the one attached to our AWC participants advising of ways to reduce usage due to the increased electricity demand during the high temperatures. In addition, a high bill awareness notification was sent to the customer on 08/29/2019. This notice also informs the customer of payment plan availability, if this option is needed.
Record show that Mr. contacted Ambit on 09/18/2019 regarding his account status. The Ambit representative advised the customer of the details of the AWC. The Ambit representative also offered to assist the customer with completing a product update with Ambit to a plan that could better fit his needs. In addition, a 20% energy charge discount was offered which led to a total adjustment being applied to the account in the amount of $105.60.
Ambit regrets the circumstances that led to Mr. complaint. A final review of the account shows that Mr. was properly billed in accordance to the selected product. A 20% energy discount was applied as a customer gesture, therefore, no further adjustments are warranted. Mr. is encouraged to contact Ambit if he wishes to change his product with Ambit to a plan to better fit his needs.
Should you have additional questions, please feel free to contact me directly at (972) 813-0396.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
972.813.0396