Bounce Energy

Good afternoon, Mr [redacted] I hope that you are enjoying a good day I have included all invoices from the start of your most recent contract The invoices start on 4/30/and run through the final bill generated on 3/9/ You will notice on page of each invoice it clearly states: ‘The contract term of your plan ends on 3/25/2015.’ At this time you have a balance of $ The early termination fee is outlined in your EFL and your Terms of Service If you have any additional questions, please feel free to contact our customer service department Sincerely, Russ C [redacted] Bounce Energy

From: [redacted] [mailto: [redacted] ] Sent: Friday, September **, 9:AMTo: drteamSubject: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] Good Morning, [redacted] ***, Thank you for your inquiry I want to apologize for the frustrations you have experienced regarding the delay in receiving your incentives and rewards I am happy to let you know that I have applied the $bill credit to your account which will reflect in hours and the $Target Gift card was sent to our 3rd party vendor on 8/30/ The reason that the $bill credit was not reflected on your bill is due to no selection was made by you to have it applied You have an option of the $Visa gift Card or Bill Credit Since there was no selection we did not apply anything to your account The $Target gift card was selected on 8/29/and sent to our third party vendor on 8/30/ You should have received an email from [redacted] within days to verify your information Once you respond to their email they will send out your gift card 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

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. 713 = 682 kWh 713 to 813 = 821 kWh 813 to 913 = 614 kWh 913 to 1013 = 507 kWh 1013 to 1113 = 1578 kWh 1113 to 1213 = 3802 kWh 1213 to 114 = 2857 kWh 114 to 214 = 2944 kWh 214 to 214 = 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

*** ***,
We reversed the incorrect bill. There is no need to send a revised bill because the other bills are correct. You can view your bills in your MyAccount.
If you have any additional questions, please feel free to contact us at ***. Thank you for choosing Bounce Energy and have a great day
Sincerely,
Russ ***
Bounce Energy

Good afternoon, *** ***,
face="Times New Roman">
Thank you for your inquiry.
I apologize for the frustrations you are having on your account. I have reviewed your account and my findings
are below:
-
You places a transfer of service on 5/8/for
services to start on 5/29/for the *** *** *** address and a move
out for the *** *** *** *** *** address for 6/1/
-
No agent has access your account since 5/8/
until a collections agent attempted to call you on 6/11/
-
You called us on 6/30/to find out why your
account was charged $145.81. The agents advised
you that you placed a transfer of service and we did not receive a call to
cancel. You stated you called on 5/28/
I have the same findings as the supervisor you spoke with on
6/30/15. We have no record of a call from
the phone number 713-469-and no agent has touched your account from 5/8/
until 6/30/15. At this time you are
responsible for those fees
I can remove the fees if you can provide paperwork showing
you did not live at the *** *** *** address from 5/29/to
6/11/15. It would be most ideal if you
provided the lease you had active during that time period. You can fax your documentation to ***. I will take care of your balance once I
receive this information
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 *** at your convenience
Sincerely,
Russ C***
Bounce Energy

Good afternoon, Ms. ***
"">
Thank you for your inquiry.
I want to apologize for the frustrations you have experienced regarding
your most recent payment. I am happy to
let you know the payment was posted to your account this morning and dated back
to when the payment was actually received on 6/22/14.
The reason the payment was made to the incorrect account was
that you have multiple orders set up, but only the one active account. When you attempted to log in you, you logged into one of the inactive accounts. I have deactivated all the orders that were
inactive. Going forward you should not
have an issue logging into the correct account
I appreciate your time this afternoon to discuss your
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-at your
convenience
Sincerely,
*** ***
Bounce Energy

From: *** *** [mailto:***] Sent: Sunday, August
24, 2:PMTo: drteamSubject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #***
Good Afternoon, Ms***,
Thank you for your inquiry. I apologize for your frustrations you experienced regarding the delay in your reward of a $Restaurant.com gift card. I see that you spoke with a supervisor on 8/14/and you and the supervisor agreed on a $bill credit in lieu of the gift card.
I am happy to let you know your account does reflect the $bill credit which you will see on your next 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 ###-###-#### at your convenience
Sincerely,
*** ***
Bounce Energy

Sent: Tuesday, March 10, 10:PMTo: drteamSubject: Revdex.com of Houston and South Texas- Complaint regarding Your
Business #*** Good Afternoon, Ms***, Thank you for your inquiry. I want to apologize for the frustration you have experienced regarding the delay in the loading of your ** ***. I am happy to let you know that as of 2/12/all of your miles have been uploaded to your account. 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, Russ C*** Bounce Energy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Per the PUC, the charges assessed for service at *** W*** ***, ***, after 1/26/05, were NOT in accordance with Substantive Rule SecUnauthorized Charges (b) (2). The Substantive Rule requires Bounce obtain customer consent prior to billing for service. CPD has determined consent was rescinded effective 1/26/15, with the submission of the move-out request. Based on their investigation, CPD has determined that the actions of Bounce are not consistent with Substantive Rule Sec(b) (2). Therefore, this file may be considered for further reviewDue to the fraudulent charges that Bounced charged me and did not credit back to my account until such time as I got the PUC and Revdex.com involved, I cancelled my service with Bounce due to inept customer service and fraudulent billings and do not trust them with any future billings. Bounce has proven to be distrustful and fraudulent and I immediately request the early cancellation fee be returned to me in the form of a check immediately and mailed to *** *** ***, ***, ***, ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint First, let me say thank you for the quick resolution of my complaintI just wish it would have been handled this efficiently when I tried to made the initial complaintI did see the option for a reward selection of an account credit or check in the amount $I am not sure why it said $but I selected the account creditBut I still see the same $bill due for this monthSo when will or how will the account credit be applied?
I would like to close out this case now but I am afraid to until I see the credit on my account but the $reward didn't look right to me My apologies but I have been told too many times that this issue would be handled only for it not be taken care of
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
From: *** *** *** Sent: Tuesday, February **, 11:AMTo: drteamSubject: bounce energy complaint
Bounce has contacted me to say a $reward card will be sentI've heard this before and will wait and seeThank you for your helpThe company has issues with their reward systemI went through this at the month interval when a reward was due and finally prevailedOnce again I will wait and see and thank you

From: *** *** *** Sent: Thursday,
February 20, 4:PMTo: drteamSubject: Revdex.com of Houston and South Texas - Complaint #***
Good Afternoon, Ms***
Thank you for your inquiry. I want to apologize for the frustrations you have experienced regarding your reward selection. I am happy to let you know that the selection is available for you to choose in your MyAccount. I have viewed your account and show you currently have payments made. You qualify for the month selection but no selection has been made at this time. Please login MyAccount and make your selection or you can call into the call center
If you have any further questions or wish for a supervisor to make the selection for you, please feel free to call our Escalations Department at ***
Sincerely,
*** ***
Bounce Enegy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Please see attachment
$gift card case: I want to see my $gift card IS VALID as showing on *** website
$credit case: Bounce Energy needs either send me the check or issue a gift card via MPELL Solutions to complete the reward
Regards,

Good afternoon, *** ***,
Thank you for your response.
Once again I do apologize for the issues with your gift card. You have received and responded to the email
MPell has sent you on 2/**/14.
Previously the email was not received by youThe confirmation by you on the email is what gets the gift card sent to you directly. Since you have replied to the confirmation email you should not have any issues
going forward
If you have any further questions, please feel free to
contact our Escalations Department at *** at your convenience so that
you can speak with a supervisor for assistance
Sincerely,
*** ***

Good afternoon, *** ***,
New Roman">
Thank you for your inquiry.
I apologize for the frustrations you are having regarding your account. I am happy to help you understand what has
occurred on your account
When you originally signed up for service on *** you
contacted Bounce Energy directly to initiate service. At that time you required a deposit of $***,
which you paid on ***. Services
ended on ***, due to a market transaction sent on *** from another
provider stating they had a new customer moving in. We did not received a call to process a move
out from you
When your final bill generated on *** you had a credit
of $***. The breakdown of your bill
is below:
Previous Balance:
$
Current Usage: $
Base Charge: $
Centerpoint Fees:
$
PUC Assessment: $
Deposit Credit: -$***
Interest Credit:
-$
Total Balance: -$***
Your original credit of $*** was returned to you via check on ***. This check was sent to *** *** *** *** *** ** *** and has not been cashed. I contacted our back office team today and was advised that they received your check via returned mail. I requested that the check be sent out again today to the *** *** *** *** *** ** ***. You should receive this within the next to days
To address you issue of receiving $in refer a friend
credits. Both $credits have already
been applied to your account. The first $
credit was applied on the bill generated on *** and the second $credit
was applied on the bill generated on ***
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 *** at your convenience.
Sincerely,
*** ***
Bounce Energy

Good afternoon, *** ***,
Thank you again for your inquiry. I looked into your account after your
response yesterday and saw the same issue as you with the $credit. I was able to have this corrected and a $
bill credit will be on your next bill which will be generating in the next
couple of days. At this time you will
still be responsible for the remaining $on your previous as the credit has
been applied to your upcoming bill
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 *** at your convenience. We are glad you selected Bounce Energy for
your electricity needs
Sincerely,
Russ ***
Bounce Energy

Thank you for your inquiry. I want to apologize for the frustrations you have experienced with your A/C Protection plan. I contacted *** *** to gather some more information regarding your request for a
repair.
*** *** has informed us that you contacted them on *** night, ***, after 8pm. *** *** set up an emergency status claim but could not reach any service provider to get to your house the same night. The next morning, ***, at ***, *** *** was able to contact a service provider to take your repair. *** *** attempted to contact you several times to set an appointment but your phone number was ringing busy.
You made no attempts to contact *** *** back
*** *** was prepared to have someone at your house early *** morning, but the number on file did not provide an answer.
Since multiple attempts were made to respond to your inquiry by *** *** there will be no reimbursement
Sincerely,
*** ***
Bounce Energy

Good afternoon, Ms***,
New Roman">
Thank you for your inquiry.
I apologize for the confusion on your account regarding your
deposit. I am happy to let you know that
the deposit has been waived and will reflect on your account within
hours. You will have no deposit on your
account.
In review of your account your deposit was set to be
returned anyway, due to months of on time payments. But because of way the transfer of service occurred
the new deposits were assessed. There is
no need for a deposit on your account due to your excellent payment
history.
If you have any questions, or wish to speak with a
supervisor directly about these concerns, please feel free to call our
Escalations Department at 281-*** at your convenience. We are glad you selected Bounce Energy for
your electricity needs
Sincerely
*** ***
Bounce Energy

Good afternoon, *** ***,
New Roman">
Thank you for your inquiry.
I apologize for the issues you continue to have with your A/C warranty
product.
I see you spoke with LaQuita regarding your warranty
product. She has requested an Estimate
for the repair and Bounce Energy will cover up to $of the repair once we
receive the estimate
You also have a future credit of $to cover the warranty
product that you had previously paid for
At this time you have been removed from the A/C Repair plan
as you requested on 6/29. Bounce Energy
has provided a $bill credit that should be on your next bill. Bounce Energy will also cover the damages up
to $once you provide us the estimate of the work that needs to be done
Please send your estimate in as soon as possible so that we
may expedite the resolution of this issue for you. If you have any further questions, or wish to
speak with a supervisor directly about this concern, please feel free to call
our Escalations Department at *** at your convenience.
Sincerely,
Russ C***
Bounce Energy

Ms. ***
Thank you for this information. I have submitted a request to have the early termination fee waived. Once that has processed I can have a check sent out to you at your new address
*** *** ***
*** *** ** ***
Please let us know if you have any other concerns
Sincerely,
*** ***
Bounce Energy