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 [Provide details of why you are not satisfied with this resolution.] Regards, I have attempted to pay the past due portion I was told to pay when I spoke to a Bounce Energy Customer Service repIt is stating I do not have an active Bounce Energy account and to put a deposit of $down

[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:A representative from Bounce Energy contacted me and resolved the issue with my billI have read the response that Bounce submitted and the only thing I have to add is that an i.gain was not stated until I called and made a complaint in regards to receiving two billsAt this point I now had two accounts for different apartmentsBecause the i.gain was never completed properly I continued to receive bills that were not correctSince the bills were not correct, it looked as if I was late on the account that I actually resided inBounce would tell me just pay for the apt you actually live in because we will fix the billWell, late fees and things were being added because it looked as if I wasn't paying the bill in full according to the computer systemI even received a pink notice in the mailI truly wish this could have been corrected before we reached this pointBut I do appreciate the timely response from Bounce after contacting Revdex.com

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 [You're incorrectThe proper procedure was followed and you were informed of the forwarding addressEither way, attached is more documentation just sent from Mrs*** which you have called several times and she has informed you over and over again of the circumstancesAttached is what you wanted] Regards,

From: [redacted] Sent: Thursday, May 15, 11:AM To: drteam Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] Ms [redacted] Thank you for your response The agent you spoke with, ***, worked in the collections department If he was contacting you, you were in collections Our internal collections team has been outsourced to another company now, which is TCS You can contact them directly at 1-866-756-to set up an arrangement You are currently bills past due with the earliest due date being 1/3/ Your final bill was due on 2/14/and you currently owe $ This makes you days past due In your Terms of Service it states ‘we may use all available legal means to collect any amounts owed by you‘ At this time, your debit is being handled by our third party collections team You may set up an arrangement with them to clear your account Thank You, [redacted] Bounce Energy

Good afternoon, Mr [redacted] size="3" face="Calibri"> Thank you for your inquiry I want to apologize for the frustrations you have experienced with your promo redemption I am happy to let you know that we will gladly extend the offer you were given by the Save On Energy agent I have added the options to your rewards page and you can make the selection at any time You have the choice of a $Visa Gift Card or $in bill credits (which are paid out in $bill credits for months) The Bounce Energy agents you spoke to did advise you correctly The plan you are on is not a qualifying plan and did not qualify for the $promotion The free month of electricity is for being a part of the Bounce Energy rewards program and is capped at $ Bounce Energy will extend this offer to you when you reach consecutive on time payments and you are an active customer The reward is a bill credit or a check that is paid out within to billing cycles of the 24th consecutive payments The terms and conditions of the Bounce Energy reward program are located on the Bounce Energy website for your review If you have any further question, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at [redacted] Sincerely, [redacted] Bounce Energy

Ms [redacted] Thank you for your response Bounce Energy played the enrollment call for your review You and a supervisor listened to the call and it was determined that you agreed to the enrollmenttherefore the enrollment was vaild You requested for Bounce Energy to drop you as a customer and that has occurred as well We have asked that Next TV Communications or any of its affiliates to not sell Bounce Energy products to you any longer Bounce Energy does not have any outbound calling programs nor are any of our vendors allowed to represent Bounce Energy on an outbound call Bounce Energy does not utilize outbound calling as an acquisition tool If you have any further concerns about this issue, plesae feel free to contact Bounce Energy directly Thank 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 The date the company claimed is past my contract The contract if for months not months and whatever days they want to keep a client on the hook using unscrupulous business practices Regards, [redacted] ***

Good Afternoon, Mr***, Thank you for your inquiry I want to apologize for the frustrations you have experienced in regards to the delay in receiving your rewards I have researched your account and have discovered that the reward redemption emails sent out by our third party vendor were sent to you on [redacted] The email was sent to [redacted] This email only has a day time frame for you to respond You did not respond back to the redemption email, therefore the rewards were not sent out and now the redemption link has expired I have asked for our rewards team to requalify you for the reward so you can respond to the emailYou will received an email from [redacted] within the next days Please make sure you allow this email to go through and check your spam filters and junk mail Once you receive the email you will need to respond to the link provided and the reward will be sent out within to weeks of your response 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 ###-###-#### 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 From: [redacted] [mailto:k [redacted] ] Sent: Thursday, [redacted] 9:AMTo: drteam; drteamSubject: Complaint Resolution Due to the link that was emailed to me not allowing me to submit the complaint resolution online (unable to type in the body portion which is required to submit)I have attached a letter confirming that I DO accept the resolution to complaint ID [redacted] Please confirm receipt and acceptanceThank you

Good afternoon, Ms [redacted] , Thank you for your inquiry I apologize for the delay in my response to your Revdex.com complaint, as well as your frustration with your billing due to a move out that did not occur at your previous address I do show that you placed a transfer of service on 12/27/with a move out at your [redacted] address effective for 1/26/ This move out failed to process correctly and we continued to bill you until 5/1/ We did post a credit to your account for all bills during the period 1/26/to 5/1/ This was for the total amount of $ This amount has been applied to your account If you have any further questions, or wish to speak with a supervisor directly about your concern, please feel free to call our Escalations Department at [redacted] at your convenience Sincerely, [redacted] Bounce Energy

Good afternoon, Ms***, New Roman"> Thank you for your inquiry I want to apologize for the frustrations you have experienced regarding the refund of your deposit I am happy to let you know your refund check was mailed out on 2/11/for $to [redacted] N [redacted] Rd #***, [redacted] , TX *** The check number is [redacted] Our policy is to mail out the deposit refunds to weeks after the final due date This is because your local utility can make adjustments to your usage Bounce Energy can research any changes to the usage and ensure you receive the proper refund Your final due date was 2/6/and the check was mailed out days later If you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to contact our Escalations Department at 281-***-25** at your convenience Sincerely, Russ C [redacted] Bounce Energy

Good Afternoon, Ms [redacted] Thank you for your inquiry I want to apologize for the frustrations you are experiencing regarding the early termination fee on your account I am happy to let you know what is happening on your account and how to rectify the situation You signed up for services online on 10/2/ You selected the Custom Plan and agreed to the Electricity Facts Label and Terms of Service notifying you of the Early Termination Fee that could be charged if you left your contract before the term ended On 4/11/the electricity was switched to another customer, but the move out was not initiated by you Therefore, you were charged an early termination fee when your final bill generated on 4/17/ This is a simple fix for us and I can remove the fee once you provide valid paperwork, such as a lease agreement, showing the date you moved out of the old address or the date you moved into your new address I do show you did speak with a supervisor on 4/23/who advised you of the same information Once we have this documentations we can remove and refund the fee 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

Bounce Energy has excellent customer service and great rewards! When we initially signed up we had a few issues which were remedied kindly and quicklyWe chose the Express Move plus plan which includes a Nest Learning Thermostat and we couldn't have chosen a better option! We received great discounts, coupons, and moving quotesOur energy bills are very low since the Nest Thermostat was installed! The reward programs are extremely fun! For some reason my account wasn't going toward rewards, and the customer service representative was helpful, thorough, and apologeticWe highly recommend this company!

Good morning, [redacted] ***, Roman"> Thank you for your inquiry I apologize for the confusion and frustration you have with redeeming your $gift card I am happy to help you understand what is occurring on your account The reward you are requesting is not a Bounce Energy reward Bounce Energy did not have a $promotion running on 9/30/when you signed up for service through SaveOnEnergy.com However, on 10/1/you signed up with a product specialist to set up [redacted] The $gift card is from [redacted] and not Bounce Energy You can review the FAQs for how to redeem your gift card at [redacted] I greatly apologize that the email agent advised you that you would be receiving a gift card from Bounce Energy After a review of your account, I see that you have not selected any of the Bounce Energy rewards programs when you signed up online on 9/30/ Since you have not selected a rewards program you do not qualify for any rewards from Bounce Energy Our rewards program allows customers to earn different rewards every months for paying their bill on-time You can select a rewards program by logging in to your MyAccount and selecting ‘Your Rewards & Promotions’ Through your MyAccount you can review the different reward programs Bounce Energy has and start earning today 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 Sincerely, [redacted] Bounce Energy

Good afternoon, [redacted] , Thank you for your inquiry I sincerely apologize with the frustration on your account I do show that you have a $balance Your payment of $covered invoices [redacted] - $ [redacted] - $ [redacted] - $ [redacted] - $ [redacted] and [redacted] were a combined on one bill The total amount of this bill was for $ You called on 9/10/and paid the agent a total of $ The billing periods on this invoice were 7/23/to 8/21/for the [redacted] and 8/19/to 8/21/for the [redacted] address You also requested a meter reading for the [redacted] addressThe reading was accurate according to *** You had a remaining balance of $for the [redacted] address and a remaining balance of $for the [redacted] address [redacted] was a final bill for the [redacted] address The billing period was from 8/21/to 9/11/ This was the invoice that you incurred the early termination fee of $The total amount of this bill was $(This amount included the past due amount of $60.66) The early termination fee was removed on 10/28/when you and I spoke You received a credit of $ After the credit you had a remaining balance of $for the monthly usage [redacted] is the next invoice for the [redacted] address The billing period was from 10/27/to 11/19/ This bill was combined with a final bill from the [redacted] address The [redacted] was remove for a total amount of $ The invoice shows the monthly balance for the [redacted] address in the amount of $ All referenced invoices are attached Please feel free to contact us with any further questions at [redacted] Sincerely, Russ [redacted] Bounce Energy

Ms [redacted] Thank you for your response This is what we are currently showing in our system for your selection For [redacted] Congratulations! You have qualified for our Electronics Rewards month incentive! You have earned your choice of [redacted] * Companies gift cards! You must have a valid email address to receive rewards $ [redacted] ***$ [redacted] $ [redacted] $ [redacted] $ [redacted] ***$ [redacted] If you let me know what selection you want I will make the selection for you Thank You, [redacted] Bounce Energy

Good Afternoon, [redacted] Thank you for your inquiry I would like to apologize for the frustrations you have experience with Bounce Energy regarding the cancellation of your order I have detailed the steps we have taken to correct this issue On you placed an order with Bounce Energy through our call center for the address of [redacted] *** [redacted] On you called back into the call center to cancel the order due to an incorrect address The agent started a process for the [redacted] *** of the address you provided This process can take as long as days, but is necessary so the current customer does not lose power On you called twice once in the morning and once in the afternoon The call in the morning you requested to cancel service The agent informed you correctly, that we cannot cancel a move in that is to occur that same day Bounce Energy needed to allow that order to complete, but the agent did not inform you that the Inadvertent Gain process already started When you called later in the afternoon the agent informed you that the process was already started At the current time we are waiting for the previous provider to response and take back the usage for this address The reason we have to follow this process and not just cancel the order is because this would leave the correct customer living at the address without power The process allows the electricity to remain on and seamlessly return to the correct customer without the customer losing power Once the process is complete, I will have a supervisor call you to inform you of the results Since you did not have service with us and the usage should be minimal, I am going to waive the charges for you once a response is received I hope this gives you a better understanding of the process If you have any further question, 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 Energyv

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: Tuesday, December 02, 10:PMTo: drteamSubject: Complaint # [redacted] I was assured that this issue would be resolvedUnfortunately it still hasn't beenI am still being billed for an account I closed in SeptemberThe payments I had made have somehow been reversedI have contacted the representative of the company multiple times and have gotten no response nor will he return my phone calls Regards,

Good afternoon, [redacted] , Thank you for your inquiry I apologize that you are not satisfied with our response You only are eligible for a total of $in Refer A Friend credits and this has already been paid out to you The first invoice was on [redacted] and was a $ credit for being referred The second $ Refer A Friend credit was paid out on the invoice generated on [redacted] I have attached this invoice so you can see that the credit was applied As for your check being sent to the incorrect address, this is something we had to request from our back office team I apologize that this was not identified sooner but return mail can take awhile to receive and we just received your return check recently This was mailed out again yesterday, [redacted] I show that you spoke with a supervisor this morning and advised you about the refund check and that the additional Refer A Friend customer did not add your account to their order At this time your refund check is being mailed to you and you have received all credits that are due to you 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 Sincerely, [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 (***) and usage after ***/ [redacted] on the previous bill be removed ($***) I, like the agents, do not show any activity on your account by any agent until [redacted] , but there has only been 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