Bounce Energy

Good Afternoon, [redacted] ***, Thank you for your inquiry I apologize for the frustrations you had with your plan I am happy to let you know that I changed your plan to the Terrific plan per our conversation on 8/6/ You were not charged any additional fees to make this change If you have any further questions, or wish to speak with a supervisor directly, 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 correspondence I apologize for this frustrating situation I have reviewed your account and I can provide the following information On 5/15/your final bill was generated in the amount of $ This balance included the previous balance of $from the bill generated on 5/6/and the current final charges of $ The balance of $was due on 5/22/ This was mailed to [redacted] ***n Dr, Houston, TX 7*** Our collections team contacted you on 5/29/and advised you that you had an overdue balance of $and a total balance of $ You opted to pay only the overdue balance The agent advised you that you had a remaining balance of $due on 6/1/ Since this was your final bill and our collections team contacted you about the balance on 5/29/15, you were not contacted again Your account was sent to collections because you had not paid your final bill within days of the due date I show you paid the past due amount of $on 7/29/ Please feel free to contact us at any time if you have any further questions Thank You, Russ C [redacted] Bounce Energy

Thank you for your inquiry I want to apologize for the frustrations you have experienced with your $gift card I am happy to let you know that your gift card was mailed to the [redacted] address on [redacted] The $gift card is a part of an incentive program for choosing the Custom Plan and not a part of a reward program that you have indicated in your complaint By selecting this plan you had the ability to choose one (1) of three (3) incentives; a $Bill Credit, a $ [redacted] Gift Card, or a $ [redacted] Gift Certificate The incentive is handled by a third party vendor, [redacted] , for fulfillment [redacted] sends out an email to confirm your address and selection and once you confirm the address and selection a gift card is sent out within to weeks Since you are stating this did not occur, we requested a $gift card to go out without the email verification Your gift card was sent out 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 morning, Mrs [redacted] I hope that you are enjoying a good day Having viewed your account, I see that a supervisor has already dropped you from the Bounce Energy system and you will not be a customer of Bounce Energy I have reviewed your complaint and determined the following: You set up service with a 3rd party vendor, Next TV Communications, on 4/28/Next TV Communications sells Bounce Energy on the “back-end” of their sale as a service to their customers You purchased the Smart Saver plan at a rate of cents/kWh The agent that spoke with you clearly states she is representing Bounce Energy multiple times During the call you verified and agreed to the offer and terms of service I reached out to Next TV Communications and stated your issue with being set up with Bounce Energy They advised me that you have signed up with Bounce Energy twice with them now, once in October and once in April Next TV Communications has advised me you have reached out to them times in the last months for different services that they provide They have indicated you are very responsive to their marketing and always looking for a good deal on whatever you can get The times you placed an order for Bounce Energy you spoke with an agent that sold you the Next TV Communications product and then introduced you to another agent selling Bounce Energy within their organization The call I listened to from 4/28/is a very good call The call indicates you are fully aware you are switching to Bounce Energy for you and your husband and all terms were agreed to Next TV Communications has agreed to block your number so you can no longer call them for their services, that way you should no longer have any issues Bounce Energy does not have an outbound calling program and our vendors are not allowed to perform outbound calls on our behalf The calls and orders that were place were initiated by you requesting a product from Next TV Communications and the agent then sold you on the Bounce Energy plans At this time you have been dropped by Bounce Energy and you are not a customer of Bounce Energy If you have any additional questions, please let us know Have a great day Sincerely, [redacted] Bounce Energy

I STRONGLY recommend no one use #BounceEnergy or their other such businessesOn two separate occasions I used them as our elecprovider at our other home (before it sold)I terminated services (once when change over tenants moved in; then reinstated while vacant and terminated again when home sold) both times they stated they mailed the final bills They also email it, but I specifically request paper invoices because hubby pays the bills - no paper bill, no pay But, let's pretend my bills go to an outside accountant to pay; which technically is true since he's a retired CPAApparently, BOTH times we never received these "supposed" invoices and rather than make a simple "missed payment" phone call, or even send a second notice; they immediately throw it to a collection agency As someone with a credit score of ~ [redacted] clearly we don't neglect our billsPersonally, since it is statically near zero for BOTH final invoices on two occasions to the same person to be lost, I doubt they actually send these statements So clearly their SOP's need reviewing, or they know they have bad business practices and don't careSave yourself the headaches and steer clear of any of their businesses

Good afternoon, Ms [redacted] , Thank you for your inquiry I apologize for the frustration you have with paying your past due balance The final bill must paid within days of the due date or the customer is sent to collections Your account is currently days past due I am glad that Bill was able to help you in previous months, but Bounce Energy did not have an arrangement with you after 4/4/ Without a permission from you to run your card or a promise to pay and the invoice being beyond days past due, your account was sent to collections on 4/17/ As of 4/30/14, Bounce Energy no longer has an internal collections team and our final bill collections are handled by TCS If you have any further questions, regarding this issue, please feel free to contact TCS at [redacted] to set up an arrangement Sincerely, [redacted] ***

Good afternoon, Ms [redacted] Thank you for an inquiry I want to apologize for the frustrations you have experienced trying to place an order with Bounce Energy I am happy to explain what occurred on your order On 4/18/you placed an order online for the Custom Variable rate plan with a rate of cents/kWh at kWh On 5/3/you called in and changed the order to a Custom month plan at cents/kWh at kWh but decided to stay with your previous provider Rates change on a daily basisWe cannot guarantee the rates will be the same from day to day Therefore when you contacted us over weeks later, to make changes, the rates changed I have tried to mimic the rate plan you last selected the Custom month plan this afternoon and the rate is now cents/kWh The agent should have offered to extend the promotion or something comparable The agent did advise you correctly though, the agent had no way of entering in the [redacted] promo you wanted The code was only good from 4/15/to 4/20/ If you wish to place your order with Bounce Energy you can contact our escalations department and we can offer you a $bill credit and the current market rate If you have any further questions, or wish to speak with a supervisor directly about the 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 replyI’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

Good afternoon, Ms [redacted] , Thank you for your inquiry I apologize for the confusion and frustration with having the early termination fee returned to you once you were regained as a customer Your early termination fee should have been returned as soon as you were regained as a customer I appreciate you bringing this to our attention, so that we may find out why this did not occur I am happy to let you know I have removed the early termination fee from your account This will go into effect tomorrow and you can review the balance in your MyAccount tomorrow I also apologize for the long hold times you have experienced We are currently experiencing higher than call volumes due to the abnormally cold weather we have recently experienced in Texas This is leading to higher bills and customers are calling in to discuss these bills If you have any further question, or wish to speak with a supervisor directly about your concerns, please feel free to call our Escalations Department at [redacted] 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] I hope that you are enjoying a good day Having viewed your account, I have identified what the issue is I can fix the issue but will need your consent to add the product to your account Below I have listed the details and the solution below On 7/2/you signed up for the Bounce + A/C Protection The plan went into effect on 7/11/13, but you have not been charged for the A/C Protection portion of the plan, which is $a month That is why when you contacted Cross Country they informed you that you had no service Since the product was not added to your account, you could not pay the $monthly fee This is an easy fix and I can add the product to your account If you agree Bounce Energy will back date the plan and take care of the payments to date, but I need your consent that you agree to pay the fee going forward I will need your approval before I can implement the AC plan We would like to rectify this issue for you as soon as possible so you can receive the services you requested Please let me know if you would like the product added to the account and agree to the $charge Thank you for choosing Bounce Energy and have a great day Sincerely, [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 Once I have received the gift card I will show this complaint as resolved Regards,

Sent: Monday, November 14, 11:AM Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] Bounce Energy received usage from CenterPoint for premise, [redacted] ***, from July 1, until October 26, If Mr [redacted] wishes to further dispute his usage he may contact CenterPoint at (800-332-7143) Devon Office of the President Phone: 855-376-Fax: 866-743- Email Disclaimer The information contained in or attached to this email is intended only for the use of the addresseeIf you are not the intended recipient of this email, or a person responsible for delivering it to the intended recipient, you are strictly prohibited from disclosing, copying, distributing, or retaining this email or any part of itIt may contain information which is confidential and/or covered by legal, professional or other privilege under applicable lawIf you have received this email in error, please notify us immediately by return emailThe views expressed in this email are not necessarily the views of Centrica plc, nor its North American subsidiaries, and the said companies and their respective directors, officers and employees make no representation, nor accept any liability, regarding its accuracy or completeness, unless expressly stated to the contrary

Mr [redacted] , Thank you for your inquiry I see that you spoke with a supervisor today that has marked all of your payments ontime I have also attached a spreadsheet showing the payments previous to the adjustments You had late payments on your account, the first one being the 12th month payment which we recieved one day late This is the payment that started your counter over We also received late payments for the September and October invoices of this year In conclusion, there were late payment on the account 5/28/14, 9/24/14, and 10/23/ A supervisor has marked all of your payments on time Your deposit will be credited back to your account on your next bill per your terms of service Sincerely, [redacted] Bounce Energy

Good afternoon, [redacted] , Thank you for your inquiry I want to sincerely apologize for the frustration you have experienced with attempting to place an order with Bounce Energy We receive hundreds of orders everyday and have not had any recent problems The address you have listed in your complaint [redacted] ***, is a multiunit dwelling and we are the REP of Record at a few of the apartments there already If you entered the address without a unit number as you have in your Revdex.com complaint your order would not go through, you would have been prompted to supply us with an apartment number All of our phone numbers work as well, although we have had high call volume recently due to high bills caused by the cold weather in December and January At this time, I do not show an order in your name or with the phone number you have listed As I stated above, the address you listed in your complaint is a Multiunit Dwelling I looked under the address and did not see your name or any orders placed on 2/*/for that address, therefore, services with Bounce Energy will not start until you supply a correct order If you wish to call in and speak with a supervisor you can dial [redacted] I did attempt to call you this afternoon I left my direct line on your voicemail Please feel free to contact me with any additional questions or concerns you may have [redacted] Bounce Energy

Good Afternoon, Mr***, Thank you for your inquiry Your contract does end months from when the contract started Your previous contract ended on 3/25/and your current contract started on 3/25/ This is because your billing cycle ended on 3/25/ Your TDSP determines you billing cycle When your billing cycle ended on 3/25/Bounce Energy updated your rate for the renewal that you place on 3/2/ 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 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

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

From: [redacted] Sent: Tuesday, June 24, 8: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/but you did not respond Mpell gives you days to respond to the email and the gift cards are sent out after you respond On 6/9/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-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 For your reference, details of the offer I reviewed appear belowMy problem remains that almost a year went by before the matter was finally "resolved" (And that is after at least 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 $to have my AC repaired The repairs (that took all of ~15-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 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, Ms [redacted] face="Calibri">Thank you for your inquiry I want to apologize for the confusion regarding the $promotion I am happy to let you know that your selection was made on 10/27/and you should be receiving an email from our fulfillment provider, MPell solutions, within daysOnce you respond to that email you will receive your gift card in to weeks The selection was made eligible to you after you made your payment on 10/5/and your selection of the $Visa Gift Card was made on 10/27/ 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, [redacted] Bounce Energy