Bounce Energy

Good afternoon, [redacted],
Thank you for your inquiry. 
I want to apologize for your frustration you are experiencing with your
bill.  Having viewed your account, I can confirm
the following.
Your first 4 bills had low usage.  The bills after have high
usage.  I have listed the usage below by
billing period.
7/*/13 to 7/**/13 = 682 kWh
7/**/13 to 8/**/13 = 821 kWh
8/**/13 to 9/**/13 = 614 kWh
9/**/13 to 10/**/13 = 507 kWh
10/**/13 to 11/**/13 = 1578 kWh
11/**/13 to 12/**/13 = 3802 kWh
12/**/13 to 1/**/14 = 2857 kWh
1/**/14 to 2/**/14 = 2944 kWh
2/**/14 to 2/**/14 = 216 kWh
As you can see your usage increased, therefore your bill increased.  Oncor reads your meter
and sends the usage to Bounce Energy so that Bounce Energy  can bill the
rate you chose.  Bounce Energy billed you
for the usage Oncor sent over to Bounce Energy. 
At this time Bounce Energy is not the Retail Electricity Provider of
Record so we cannot request a meter read for the address.  I have sent an inquiry to Oncor to see if
there are any adjustments that have been made to your account.  Once they have researched they account I will
let you know the results.
Currently you owe Bounce Energy $728.74.  Please feel free to contact our customer
service team to make a payment or ask any additional questions you have with
your account.
[redacted]
Bounce Energy

Good afternoon, [redacted],

face="Times New Roman">
 
Thank you for your inquiry. 
I want to apologized for the frustrations you have experienced with your
account.  I am happy to let you know
after our conversation this morning I have corrected your account.  Below are is the details of your account.
 
-         
You original processed a transfer of service
from [redacted] to [redacted] on 8/16/14.
-         
You requested a move in to the [redacted]
address for 8/19/14 and a move out for the [redacted] address on
8/21/14.
-         
The [redacted] address was moved out on
8/21/14, but you requested services to be reactivated on 8/21/14.
-         
On 9/10/14 you requested to move out the [redacted] address, unfortunately the agent selected the [redacted]
address.  The [redacted] address was
moved out on 9/11/14.
-         
Because of the incorrect move out you were
assessed an early termination fee and continued to have service at [redacted]
 
You and I spoke this morning and I have taken the following
actions:
 
-         
Set up services for the [redacted].  with a better rate than previously
quoted.  You will be paying 9.2 cents/kWh
at 2000 kWh.
-         
Ensured that [redacted] has been moved
out.
-         
Removed the early termination fee from the
account. (Please allow 24 hours for this to occur)
-         
Removed any move in fees for the [redacted] address.
-         
Requested for all fees after 9/11/14 be removed
from the [redacted] address (This can take up to 72 hours).
-         
Advised you that Bounce Energy will pay any fees
you apartment complex has assessed you for not having service in your name and
pay the difference in the rate you should have received from Bounce
Energy.  (Please send in the detailed
invoice of the fees and the rate you were charged to [redacted].  Also be sure to reference your acct number
[redacted] and put to the attention of Russ [redacted].)
 
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].
 
Sincerely,
 
Russ [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.  For your reference, details of the offer I reviewed appear below.
My problem remains that almost a year went by before the matter was finally "resolved".  (And that is after at least 8 attempts to get this company to help me out.)  Considering that I JUST got coverage--which actually has not begun yet because of the one month waiting period-- the matter could have been resolved if someone bothered to get the matter fixed!!  I am positive that nothing would have been done had I not involved the Revdex.com.  
Besides that, after my last email to the Revdex.com stating that the matter was not closed, I FINALLY received a call.  I was told that my PRIOR acceptance of the offer was not received!   Then I was told that the issue was that there was a change in the monthly cost, which I had to approve.  SO, had I not contacted the Revdex.com AGAIN, how much longer would it have been before I would finally be enrolled?  I was also told that the apartment/unit number was an issue.  However, when I called the Protection Plan provider on several occasions last year to see if I was currently enrolled, there was no problem at all pulling my address/account up.  In fact, they quickly pulled it up and all that showed was prior coverage.  There was coverage in place before or soon after I purchased the townhome.
MOSTLY, I am furious because I just paid $587 to have my AC repaired.  The repairs (that took all of ~15-20 minutes) were maintenance related.  I think that my out of pocket would have been less than half of what I paid, had this matter been corrected in any of the past 10 months.  I am not sure how you would label this matter.  But I would like to, at least, keep the complaint on file.   The whole ordeal AND being ignored AND having to go through an outside complaint process was not acceptable and not necessary.
 
Regards,
[redacted]

Good afternoon, Mr. [redacted]
New Roman">
Thank you for your inquiry. 
I want to apologized for the frustrations you have had regarding your
account.  I am happy to let you know what
occurred on your account.
You renewed to your most recent contract on 3/2/14.  You renewed to the Terrific 12 plan and the
plan went into effect on 3/25/14.  Each
invoice you received starting with the invoice generated on 4/30/14 states your
contract will end on 3/25/15.  We sent
you a renewal letter on January 1/28/15 stating your contract was set to expire
on 3/25/14.  We also sent you an email on
1/25/15 and 2/9/15 notifying you the contract expiration date was 3/25/15.  We do show that the 1/25/15 email was opened
the same day we delivered it by the 2/9/15 email was not opened.
When you renewed you plan you agreed to the EFL and Terms of
Service.  Each state that you will be
assessed an early termination fee if you cancel service before your contract
end date.  Since you agreed to these
terms, and the contract end date is displayed on each invoice, and we sent you
3 renewal notifications, one via mail and 2 via email with the 3/25/15 date,
the fee is valid.
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,
Russ C[redacted]
Bounce Energy

Good afternoon Ms. [redacted],
Thank
you...

for your inquiry. I appreciate you taking the time to speak with me on August
7, 2014 in regards to your complaint of interruption of services. Please accept
my apology for any inconveniences you may have experienced. Per our conversation,
an investigation would be done to determine the breakdown in communication,
resulting in the interruption of service. In addition, it was discussed ways to
avoid possible interruption of service by establishing a payment arrangement
prior to the due date of the statement and any future statements will be due by
the due date along with the payment installments per the agreement.
On
August 6, 2014, our records indicate you contacted our Customer Service
department and spoke to one of our agents about the interruption to your
service on August 5, 2014. Our agent informed you of the reason for the
interruption; you advised the agent when you contacted our office on August 2,
2014 you were informed that one half of the past due balance owed could be paid
and the remainder balance could be paid on August 8, 2014.
Our
records reflect a payment in the amount of $80.00 was paid on August 2, 2014 at
12:08pm utilizing MyAccount online. However, we were not able to locate a call
on August 2, 2014 establishing a payment arrangement. Please keep in mind, a partial
payment for a past due amount without a payment arrangement established in our
system will unfortunately result in interruption of service.
On
August 8, 2014 a Supervisor contacted you and established a payment
arrangement; $40.00 paid on same day and the remainder balance of $39.65 to be
paid on August 20, 2014.
At
this time your current balance owed is comprised of $39.65, which is scheduled
to be paid on August 20, 2014 as part of the payment arrangement and $195.65 that
has a due date of August 20, 2014.  If
you have any future questions, please contact our Corporate Office at ###-###-####.
 
Sincerely,
[redacted]
Bounce
Energy

This company do NOT have valid customer records. I will try to contact the Bounce over the phone AGAIN. I will try to have my son tied into the lines. Bounce Energy should not be allowed to ruin an innocent person's credit. When we call, we would like to request signature and/or voice verification that he switched to this bootleg company.

Good Afternoon, Ms. [redacted]
I hope the day is treating you well.  We briefly spoke last week and I informed you that 2 checks were sent out to you on 5/9/14.  You should receive the checks shortly if you have not received them already.  Please let me know if you have any additional questions or need any additional assistance.
 
Sincerely,
[redacted]
Bounce Energy

Sent: Tuesday, March 03, 2015 6:08 PMTo: drteamSubject: Revdex.com of Houston and South Texas- Complaint regarding Your...

Business #[redacted]   Good Afternoon, Ms. [redacted],   Thank you for your inquiry.  I want to apologize for the frustration you have experienced receiving your [redacted]s Advantage Miles.  I am glad to report that your account was corrected and you should start receiving your [redacted]s Advantage Miles during the next upload at the end of March.   The reason your account did not upload the Miles you were earning was because the Bounce Energy account did not match the [redacted]s Advantage Account.  On 2/24/15 the new account number [redacted] was added to rectify this issue.    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 281-404-2518.   Sincerely,   Russ C[redacted] Bounce Energy

Good afternoon, [redacted],
Thank you for your inquiry. 
I want to apologize for the frustrations you have experienced with our
customer service.  I am happy to let you
know that I have requested the final bill be waived ([redacted]) and usage after [redacted]/**
on the previous bill be removed ($[redacted]). 
I, like the agents, do not show any activity on your account
by any agent until [redacted], but there has only been 17 kWh worth or usage since
[redacted], so I have had the fees waived.
I do show you have a bill of that was due on [redacted] in the amount
of $[redacted] and your current bill will be $[redacted] after the credit.  Your current bill is due on [redacted].
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 Afternoon, Mr. [redacted],
Thank you for your inquiry. 
Your contract does end 12 months from when the contract started.  Your previous contract ended on 3/25/14 and
your current contract started on 3/25/14. 
This is because your billing cycle ended on
3/25/14.  Your TDSP determines you billing
cycle.  When your billing cycle ended on
3/25/14 Bounce Energy updated your rate for the renewal that you place on
3/2/14.  Your contract expiration date,
3/25/15, was clearly indicated on all of your invoices, your renewal letter
sent January 2015, and your renewal email notifications sent in January and
February 2015. 
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,
Russ C[redacted]
Bounce Energy

From: [redacted] 
Sent: Tuesday, June 24, 2014 8:00 PM
To: drteam
Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]
Good Afternoon, Mr. [redacted]
 
Thank you for...

your inquiry.  I want to apologize for the frustration you have experienced regarding the delay in receiving your incentives and rewards.  I am happy to let you know that the request have been sent to our 3rd party vendor, [redacted] who handles the provisioning for the gift cards.
 
I do show that you have had correspondence with an agent that informed you MPell did send you a verification email on 4/30/13 but you did not respond.  Mpell gives you 60 days to respond to the email and the gift cards are sent out after you respond.  On 6/9/14 we resubmitted all of your request to Mpell.  If you have not already you should be receiving an email from Mpell solutions for each of your rewards.  Please respond to the email and the gift cards will be sent out.
 
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 281-404-2518 at your convenience.
 
Sincerely,
 
[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 will resolution with the [redacted].
Regards,

Good afternoon, Ms. [redacted],
Thank you for your inquiry. 
I apologize for your frustration. 
We do have a valid enrollment with our customer. Because this account is not yours, I cannot
discuss any details with you about the account. 
Sincerely,
Russ C[redacted]
Bounce Energy

Good Afternoon, Mr. [redacted]
Thank you for your reply. 
I’m sorry to hear that you are not pleased with our response.  At this time, I have sent you all of the
original documents.  The early
cancellation fees are discussed in the documents I provided.  The expiration date was on each bill.
If you have any additional questions, please feel free to
contact us.  You can reach our
Escalations Department at [redacted] and speak directly with a supervisor.
Sincerely,
Russ C[redacted]
Bounce Energy