Bounce Energy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Sunday, [redacted] **To: drteamSubject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] Dear Sir/Maddam, NoThe bounce energy is still lyingThey want me to switch back to use their service in order to receive the rewardsAnd this was what they did me to do one year ago Bounce energy is junk companyAnd I will never use its service [redacted] Regards,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I spoke to your representative on 5/to find out what my total outstanding balance was on my account so I could pay off the account in o**er to close my account since I was receiving inept customer service The representative told me the total due was which you received on 5/20/ You applied the credit and a week later, my account reflects an outstanding balance of $ Why was I told my final amount due was when an ADDITIONAL is charged to my accountThis is a sqftapartment and that is not possible I request an audit of my account When I used to receive email bills, I received an email with the amount due and it was paidMy account was paid off as of 4/14/15.after making a payment Then on 5/4/(weeks later) my account shows Total Amount Due The bill says I owe at that point I paid but my account does not show you applied that creditIt cleared my account on 4/1/ How can I go from a balance to in weeks for a sqfoot apartment? Account reflects I paid (even though I only paid 70..00) and the amount unpaid went back to weeks later, on 5/26/15, my bill amount skyrockets to $with a total amount due of This makes no sense at all and that is why I am requesting an audit I also request a credit for all late fees incurred because I was no longer receiving email bills nor was I receiving bills in the mail I never knew when the bill was due and what the total amount wasRega**s, [redacted]

Ms [redacted] Thank you for your responsePlease feel free to keep the complaint open, but keep in mind we must respond to the complaint within a day time frame You just recently responded to the email and you will receive your reward in to weeks which is outside of the time we have to respondYou can check on the status of your gift card by calling MPell Solutions directly at [redacted] .You may re-open the complaint if you do not receive the gift card within the to week time frame of sending your verfication Sincerely, [redacted] Bounce Energy

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] I am not satisfied with the responses or lack of information that I have been receiving from Bounce Energy Therefore, I will be no longer be handling this matter and I am turning all of this information over to my lawyer since I got more questions than answers here and have found that the company has been twisting my words around to cover their end I am done and my lawyer will be handling this matter now Thank you

Apparently Bounce energy didn't understand my problemFirst of all *** gave me wrong information by saying that by me making the payment arrangement of $month I would not go to collectionsHe had full authorization of deducting the $out of my account since it was done for months in a rowCouple of weeks after my last payment to Bounce is when I received a call from collectionsWouldn't you at least try to contact your customers to inform them about what is going on? No email, no calls NO NOTHINGWhy all of a sudden you couldn't continue deducting payments if you did it months in a rowBill was HORRIBLE in assisting meI need this issue to be resolved Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

From: Russ [redacted] [mailto:r [redacted] ] Sent: Sunday, December 14, 10:PMTo: drteamSubject: Revdex.com of [redacted] and [redacted] ***- Complaint regarding Your Business # [redacted] Good afternoon, [redacted] , Thank you for your inquiry I apologize for the confusion and frustration with your previous address The actions discussed on the previous note did take place and unfortunately the TDU sent us one more reading that our billing department did pass on to you by mistake That invoice has been removed and your current balance is correct You currently owe $ We have not received a payment from you since 9/10/ If you have any further questions, or wish to speak with a supervisor directly about these concerns, please feel free to call our Escalations Department at [redacted] at your convenience We are glad you have selected Bounce Energy for your electricity needs Sincerely, Russ [redacted] Bounce Energy

Good Afternoon, [redacted] ***, Thank you for your inquiry I want to apologize for the frustration you have experienced with your account I am happy to let you know that I have waived the early termination fee The waiver will appear tomorrow As we discussed this afternoon the rate fluctuations you were seeing are because you were quoted a [redacted] average rate based on kWh If you use less than kWh the average rate is higher because a base charged is assessed for using under kWh, but your energy rate will remain the same You paid [redacted] cents/kWh on each bill If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at [redacted] at your convenience Sincerely, [redacted] Bounce Energy

Good morning, MrS***, Roman"> Thank you for your inquiry I apologize for the frustration you have experienced regarding receiving an disconnection notice fee I am happy to explain to you the fees are listed on your EFL When you signed up for service at your address on 9/15/14, you did so through your MyAccount (customer portal) By placing your order this way you selected a check box confirming that you read, understood, agreed to, and printed the Terms of Service, Your Rights as a Customer, Electricity Facts Label documents, and other disclosures relating to your enrollment for service Your EFL states in the ‘What other fees may I be charged?’ of the Disclosure Chart state this charge: Disconnection Notice fee: $ I have attached the EFL which you agreed to and it is also in you MyAccount along with your other documents for you to review If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at 281-404-at your convenience Sincerely, Russ C [redacted] Bounce Energy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I was a loyal and always on time customer for the time of my contract It is unfortunate that finding a more competitive rate leads to financial punishment I will seek news media and legal means to resolve the case Regards,

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Thank you for helping to resolve this issue, I have earlier spoken to the supervisor , I believe if she had responded to me and looked at the issue of concern to me , this matter could have been resolved earlier Anyway , I appreciate your effort in putting this matter to rest As per the discussion we had on the phone yesterday, I look forward to seeing the final amount on the account after the adjustment was madeIt is not my intension to owe Bounce energy for the service they have already providedThank you [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below It’s Bounce Energy’s responsibility to deal with the company who read the meterIf Bounce Energy couldn’t determine the meter read dates, it should have been informed meter read dates to make correct contract end dateIf Bounce Energy still couldn’t handle this, at least it should state the “contract end date” as “estimated contract end date” in contract Then Bounce Energy can adjust the contract end date, as in my case, form to (days)So the first meter read date is What Bounce Energy did is, adjusting the contract end date from to (days) It’s completely unreasonable Due to the mentioned issues, I must insist on my original inquiry Sincerely, [redacted] Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action Upon my receipt of the $ [redacted] card that I have selected today for the month reward and the $ [redacted] card that I have previously selected for the month reward, I will consider this complaint resolved Regards, [redacted]

Sent: Tuesday, May 26, 8:PMTo: drteamSubject: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] Good afternoon, Ms [redacted] -***, Thank you for your inquiry I apologized for the delay in my response to your Revdex.com complaint, as well as, your frustration regarding a move out that did not occur I am happy to take care of this issue for you If you could send us documentation, as was disc***ed, showing that you moved out of the premise I can take care of this issue for you We do not have a call prior to 8/15/requesting a move out I can move the premise out to that date with the information I have, unless you provide me documentation showing the 6/19/move out According to your complaint, you state you called in on 6/14/to process a move out If that is the case the earliest we could have moved your premise out would have been 6/18/ According to your account you have an usage fees of $for the service period 5/19/to 6/19/ Once you send in your paperwork showing the premise was moved out on 6/19/I will reverse all fees leaving the remaining balance of $past due If you have any further questions, or wish to speak with a supervisor directly about these concerns, please feel free to call our Escalations Department at 281-404-at your convenience Sincerely, R [redacted] Bounce Energy

Good Afternoon, Ms [redacted] Thank you for your inquiry I want to apologize for the frustration you have had in regards to your enrollment for services I am happy to let you know I have requested the invoice at the incorrect address to be removed This should complete in the next hours Also, I will gladly take care of the $fee you incurred with your apartment complex To take care of this I will need the invoice your apartment complex provided to you Please scan and send the invoice to [redacted] ATTN: [redacted] and provide your account number Once we have reviewed the documentation we will credit your account If you have any further questions, or wish to speak to a supervisor directly about this issue, please feel free to call our Escalations Department at [redacted] Sincerely, [redacted] Bounce Energy

Good afternoon, Ms***, New Roman"> Thank you for your inquiry I apologize for the frustration you have experienced with an order being place for your premise I cannot discuss our customer’s account information with you, as you are not the account holder, per regulatory law I can tell you we had a valid enrollment for our customer If our customer processes an order with the incorrect address, there are procedures to move the services back to you with no penalty to you If our customer placed the order incorrectly, Bounce Energy or the previous provider at the premise will submit an inadvertent switch Thie inadvertent switch process will allow for the energy to go back to the previous provider and the usage will be charged to the correct customer The customer at fault will be responsible for all other fees, this includes any fees charged by the utility and any fees for the contract I apologize that one of our customers entered your address for service Bounce Energy is no longer the provider of premise Sincerely, Russ C [redacted] Bounce Energy

Good afternoon, Mr [redacted] 16px;"> Thank you for your inquiry I want to apologize for your frustrations with the early termination fees I have reviewed your account and I have verified the following: - You enrolled in to the Terrific plan on 2/12/ This is a month contract and has an contract expiration of 2/17/ - You complete your enrollment online through the customer portal - During your enrollment you confirmed that you read, understood, agreed to, and printed the Terms of Service, Your Rights as a Customer, Electricity Facts Label documents and other disclosures relating to your enrollment for service - The terms of service and the Electricity Facts label indicate there is a $Early Termination fee if you decide to switch to another provider before your contract expiration date - When services were switched to another provider on 4/5/14, approximately months, before the contract expiration date, you were assessed an early termination fee, of $200, as indicated in your terms of service and Electricity Facts Label - This is a valid fee If you have any further questions, or wish to speak to a supervisor directly about this issue, please feel free to call our Escalations Department at [redacted] at your convenience Sincerely, [redacted] Bounce Energy

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me

Good morning, [redacted] , New Roman"> Thank you for your inquiry I want to apologize for the frustrations you have experienced with your promotion redemption I am happy to let you know I have added the $promotion option for you to choose to your account Please feel free to make your selection I do show that you signed up for the promotion during the promotion period Unfortunately you had a late payment and the system did not send out the request The payment was marked on time but the promotion did not generate This has now been corrected The reasons you have not received additional rewards was because you switched rewards programs multiple times before the redemption period You originally signed up for the Bounce Energy Rewards program on ***/and changed the rewards plan to the [redacted] program on ***/ You then changed your rewards program back to Bounce Energy rewards on ***and changed it again on ***/to the [redacted] Program Each time you change your rewards program you start your rewards counter over On ***an agent explained to you that you were not eligible for any rewards to changing your rewards program from Bounce Energy to [redacted] and advised you that you had on time payments at the time On ***you were advised that you had not made your month reward selection and that is why you had not received it yet The selection for the $ [redacted] gift card was selected the same day Your most recent reward selection, another $ [redacted] gift card, was selected on *** You will receive an email from [redacted] to verify your information Once you respond to this email you will receive your gift card within to weeks In summary, your $promotion selection is available for you to choose through your [redacted] Your rewards have been sent out accurately due to changes in rewards programs Your next reward will be available after on-time payments If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our [redacted] Department at ###-###-#### at your convenience Sincerely, [redacted] Bounce Energy

Good Morning, Ms [redacted] , Thank You for your inquiry I apologize for the confusion and frustration you had while trying to rescind your service I am happy to help you understand what occurred on your account On 3/25/you signed up for service online at SaveOnEnergy.com for a switch A switch is worked by your TDSP, Oncor, the same day and started service with Bounce Energy on 3/25/ You contacted us on 3/28/to rescind service and the process was started to rescind your service Since the service was already active the process can take up to days to get you back to your original provider On 4/2/you called in stating you did not want to be a Bounce Energy customer The agent explained that you were not a Bounce Energy customer because you switched to another provider on 3/29/14, thus cancelling the rescission process and making you responsible for the charges You were then passed to an escalations agent that waived the early termination fees for you as a courtesy since you did not allow the rescission process to complete On 4/3/your TDSP, Oncor, sent Bounce Energy the usage for the days you were a Bounce Energy customer, 3/25/to 3/29/ Bounce Energy generated the final bill on 4/3/ You contacted us on 4/8/and the agent waived the remained of the bill as a courtesy In conclusion, you signed up for service and within your days you requested a rescission Because the services were started on the same day as your request the process could take up to days While this process was attempting to complete, you selected a different provider, which caused the process to stop When the process stops the TDSP has to charge the original customer and provider for the services rendered, which was the service from 3/25/to 3/29/ Bounce Energy waived the fees and invoice as a courtesy If you have any further questions, or wish to speak with a supervisor directly about your concerns, please feel free to call our Escalations Department at 281-404-at your convenience Sincerely, [redacted] Bounce Energy

Good afternoon, [redacted] , face="Times New Roman"> Thank you for your inquiry I want to apologize for the frustration you have experienced with your account I am happy to let you know that I have waived your [redacted] fees What the agents explained to you is correct though The fees that you were charged are not from Bounce Energy The fees are from the local utility and you are responsible for the fees because you initiated the order The first order was for the Home Port address and was requested online on [redacted] for a requested start date of [redacted] You did not call to cancel this order until [redacted] and the local utility already had worked your order Therefore they charge you an Inadvertent Gain Fee (***) because they had to put the service back in the correct resident’s name Your second order was for Apt [redacted] at the [redacted] address You asked for a next day move in, which is a priority move in Because of this request the local utility has to put a rush on the order to ensure services start You contacted us after 5pm to cancel this order and the local utility was had already scheduled your order For both of these addresses you were responsible for the addresses give and the orders were worked as requested Bounce Energy worked the inadvertent gain requests for you but you are responsible for the local utility fees which are not Bounce Energy fees, since the local utility has to work the order and then correct it so the current resident does not lose power I have since removed these fees for you If you have any further questions, or wish to speak with a supervisor directly about this issue , please feel free to call our Escalations Department at [redacted] at your convenience Sincerely, [redacted] Bounce Energy