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. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** **
If I only needed to make one call then why did the first person refer me to another and that one to another

Thank you for your inquiry. I want to apologize for the frustrations you have experienced regarding the rate of your plan. I am glad to advise you what you signed up for and included the EFL for your
review On *** you signed up for Bounce Energy through our website and selected the Amazing plan at a rate of cents per kWh. This rate, cents per kWh, is the average rate you will pay if you use kWh. This is explained in your Electricity Facts Label, which is on the website when you placed your order. The cents per kWh is comprised of sets of charges, one of which Bounce Energy is responsible for, the Energy charge. The rest of the fee is charged by your local utility. The breakdown is this as listed in the EFL: Energy Charge (per kWh): cents TDU delivery charge (per month): $TDU delivery charge (per kWh): cents The Early Termination fee is listed in the EFL, as well, in the Disclosure chart under the ‘Do I have a termination fee or any fees assosciated with terminating service?’ section: ‘Yes. A $*** early termination fee will apply if you terminate service prior to the expiration of the contract term.’ By signing up online you selected a check box stating: ‘I confirm my enrollment for service with Bounce Energy and have read, understood, agree, and printed the Terms of Service and Your Rights as a Customer, Electricity Facts Label documents and other disclosures relating to my enrollment for service.’ Your Terms of Service state in the Pricing section of the document: ‘The pricing for your electricity service will be as described in the EFL. You agree to pay all amounts shown on your invoices, including, but not limited to, all energy charges, base fees, meter fees, TDSP charges, and other charges, assessments, fees and taxes. You will also be responsible for payment of all non-recurring fees and charges that are charged by us and/or the TDSP, including, but not limited to, service connection, disconnection, out-of-cycle meter reads, and/or reconnection fees, for specified services provided to you. Your bill will also include taxes and other governmental charges applicable to your service. You agree to pay the price stated in the EFL and all amounts indicated on your bill.’ Your welcome packet was sent to you via *** mail on *** to the address *** *** **, *** **, *** ***, TX ***. We have not received any returned mail for your account at this time. All fees were disclosed to you at the time of enrollment and were reviewed by you, according to your acknowledgement. This was also explained to you on ***, *** and ***. At this time no adjustments are warranted. I have included the EFL and Term of Service for your reviewIf you have any further questions, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalation Department at *** at your convenience Sincerely, *** *** 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 I called the number provided, and yet again had to leave a voice mail because no one answeredI still have not received any revised bills showing detailed charges. [Provide details of why you are not satisfied with this resolution.]
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 ***, 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,
*** ***

Mr. ***
I am sorry
for the confusionYour request is asking for the removal of the early
termination fee and an itemized bill We
have removed the early termination fee and each bill is itemized. The refund of $was refunded to the
credit card ending in ***. The early
termination fee for the Custom plan is $and applies if you terminate
service prior to the expiration of the contract term. This fee does not apply if you move and
provide a forwarding address.
A
supervisor attempted to contact you today to assist with your questions on the bill but due to a bad connection could not
hear you when the phone was picked up
If you have any further questions,
or wish to speak with a supervisor regarding your invoice, please feel free to
call our Escalations Department at *** at your convenience
Sincerely,
*** ***
Bounce Energy

Good afternoon, Mr***,
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Thank you for your inquiry.
I want to apologize for the frustration you have experienced with your
deposit refund. I have reviewed your
account and the information you presented in your complaint is correct. You paid a $deposit when you started
service that can be refunded to you after consecutive on time payments.
I reviewed all of your payments on your account. You made on time payments but your 12th
payment was received on 5/28/14. The
invoice was due on 5/27/14. Since this
payment was received late the counter started over. Since then you have had more late payments,
one for the bill due on 9/22/14, payment was received on 9/24/14, and one for
the bill due on 10/23/14, this payment was received on 10/27/14. Currently you have on time payment.
The agents you spoke with informed you that you did not have
on time payments when you spoke with them on 11/21/14.
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 281-4*** at your convenience
Sincerely,
*** ***
Bounce Energy

Good afternoon, *** ***
I hope that you are enjoying a good dayAt this time, I
have viewed your account to review your issues with how your Inadvertent Loss
claim was resolvedBelow, I have listed what has taken place on this account
-
On 10/**/13, you switched services to Bounce
Energy, signing up for the Tremendous plan
-
On 12/**/13, someone requested a New Move In for
your address with another provider with a move in date of 1/*/This put into
motion a switch away from Bounce Energy
-
On 1/*/14, CenterPoint Energy (the TDSP /
utility company for your address) sent us your final reading for your address
Since Bounce Energy received a final reading from the utility company, a Final
Bill was generated with an Early Termination Fee of $because the contract
was terminated early
-
On 2/*/14, you communicated with a supervisor who
advised you that a Move Out order was sent for your address on 12/**/to
cancel service on 1/*/14. At that time,
the supervisor submitted an Inadvertent Loss Ticket to have you regained as
customer, and we explained that the process can take to days
-
On 2/**/14, you called in regarding the
Inadvertent Loss. The supervisor
attempted to explain the process to help you understand everything that was
going onDuring her explanation of the process of regaining you as a customer,
there was confusion on how the billing occurs when Bounce Energy regains you as
a customerThe supervisor’s explanation was correct, but I agree that it could
have been handled better by both parties.
-
On 2/**/14, we received a response back from
CenterPoint Energy and the Electricity Reliability Council of Texas (ERCOT)
stating that Bounce Energy has regained you as a customer as of the date
1/*/
-
On 2/**/13, you and I discussed that you were
not responsible for the Early Termination Fee and your amount due was $
This amount will reflect on your account on 2/**/You did not want to discuss
the process of the Inadvertent Loss
In conclusion, this issue was cause by someone that used
your address to place an order for new serviceBounce Energy received a
transaction from ERCOT to terminate service and fulfilled that requestYour
issue has been corrected, and you have been regained as a customer under your
original contractThe Early Termination Fee has been waived, and your current
balance reflects $67.33.
If you have any additional questions, please let us know
Thank you for choosing Bounce Energy and have a great day
Sincerely,
*** ***
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 [Provide details of why you are not satisfied with this resolution.]
Regards,

Good Afternoon, Mr***,
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Thank you for your inquiry.
I apologize for the frustration you are having with your ***
gift code. I did request a review of the
code from our retention department
I show that you selected the reward on 1/10/15. It typically takes to weeks to receive an
email with a code for your certificate.
As you stated in the complaint no email was sent. I confirmed your findings as I also do not
see that an email was sent. At the time
of your request we did have a backlog on the *** gift codes and
there were some delays in the process. An
agent did submit a ticket for this on 6/16/but no action was taken. I followed up with our retention department
today to ensure we get a code sent out to you ASAP
You should receive an email today with the gift code. If you do not receive your email tonight feel
free to contact a supervisor directly at *** at your convenience. We are glad you selected Bounce Energy for
your electricity needs and greatly apologize for the delay in your reward
Sincerely,
Russ ***
Bounce Energy

Good afternoon, Ms***,
Thank you for your inquiry.
I apologize for the frustration you have had with the redemption of your
Restaurant.com gift certificate. I am
happy to let you know I have received a redemption code for Restaurant.com. It is *** The code is typically sent to you via email
to weeks after you make the selectionI have expedited this process since
you just made your selection on 9/9/
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. We are glad that you have selected Bounce
Energy for your electricity needs
Sincerely,
*** ***
Bounce Energy

From: *** *** [mailto:***] Sent: Wednesday, September 03, 9:PM
/>
To: 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 your frustrations you have experienced regarding your enrollment for service. Bounce Energy did not place the switch hold on your premise. Unfortunately, we must follow the market regulations to have the hold removed. These holds are put in place for service providers and utility companies to ensure customers pay the provider when payment plans are granted or there is tampering with the meter. I agree the process is frustrating, especially for the a customer that does not owe a debt
We did try to get the process done as quickly as possible for you. This process requires specific documentation from the new tenant and must be filled out properly. After getting the proper paperwork which includes a lease and an occupancy form, also called a Jform, we must submit that documentation to your ***, *** for approval. The first time we sent your paperwork in, Oncor rejected the documents due to signatures missing from the lease. We submitted your documentation after you sent it a second time, and again Oncor rejected your paperwork. Finally, on 8/19/we received the proper paperwork and submitted it to Oncor in the morning. The switch hold on your premise was removed at 4:48pm on 8***/
At this time I see you have decided to get service with another provider. 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

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: Monday, May 12, 8:AMTo: drteamSubject: Complaint ID ***
In
regards to the above complaint ID regarding Bounce Energy, it was not resolved
They give a run around and act like everything is ok but its notThe status
will probably never be resolved with this horrible companyThank you and have
a great day!
*** ***
Sent from my Verizon Wireless 4G LTE Smartphone

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 [Provide details of why you are not satisfied with this resolution.]
Regards,
Good morning,
Thank you for your answerThat that I explained yesterday is a good summary of the facts
My *** call them several times until she could talk with themWhen she was making the claim they have a party going on in the company, they were rude and didn't pay attention to herIt is an outright lie that they called and was always busyWe paid for service 24/and if we claim the service we can't and we shouldn't wait two days for a service with F inside the house That was the hottest part of the summer and was very detrimental for my *** health
Regards,
*** ***

Good morning, Ms***,">
Thank you for your inquiry.
I apologize for the confusion and frustration created when you spoke
with an agent regarding your rate. I am
happy to help you understand, as both agents were correct in explaining the
rate
You enrolled in the Nifty plan with an average rate of *** cents per kilowatt hour at *** ***. This
rate has all recurring fees included.
That includes the Bounce Energy energy rate and your TDU fees. This average will fluctuate based on your
usage and any changes the TDU makes to their rates. If you use under kWh the average rate
increases due to the customer service (base charge) that will be include. This base charge is removed if you use over
kWh
Your energy rate from Bounce Energy is cents per
kWh. This rate will not change
throughout the term of contract.
The Electricity Facts Label (EFL) which I have attached will
give you the breakdown of your plan rate by the kWh usage. Bounce Energy always shows the rate at
kWh, as this is the industry standard, since most residences in Texas us over
kWh during a billing period. You
can see on the EFL that if you used kWh your average rate would be
cents and if you used kWh the average would be cents
Below that section on your EFL the rate is broken down even
further showing the Bounce Energy energy charge for CenterPoint (CNP) as
cents per kWh, the TDU delivery charge per month as $8.52, and the TDU delivery
charge per kWh as cents
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 ###-###-#### at your convenience. We are glad you selected Bounce Energy for
your electricity needs
Sincerely,
*** ***
Bounce Energy

Good Afternoon, Ms***
"">
Thank you for your inquiry.
I want to apologize for your frustrations you have experienced regarding
your attempt to be regained by Bounce Energy.
I am happy to let you know that the Inadvertent Loss Process was
completed and you were returned to Bounce Energy as of 4/17/with a back
dated move in of 4/8/14. When we
received this information we reversed the Early Termination Fee of $200, this
occurred on 4/18/14. You are currently
up to date with your balance and your balance is $129.81, which is due on
4/24/
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,
*** ***

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 [Provide details of why you are not satisfied with this resolution.]
Regards,
The complain has not been resolvedWe paid for a service and Bounce did not performed the serviced when it was required

Good afternoon, *** ***,
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Thank you for your inquiry.
I apologize for your frustration with your reward redemption. Our rewards programs are for active customers
only and this is stated in the Bounce Energy *** *** Program Terms and
Conditions. This is available for your review on the
website at:
https://www.bounceenergy.com/customer/rewards-program/moms-rewards-terms
In the second paragraph of the Program Eligibility it
states:
‘If your service with us is terminated, cancelled or
disconnected for any reason, or if you transfer from a Participating Plan to a
non-participating plan, then your participation in the Program will immediately
terminate, your Program account will be closed, and any accumulated number of
on-time payments will be forfeited and not counted or credited for any
purposes.’
In the Reward section of the Terms and Conditions it states:
‘In order to redeem any reward, you must be an active
customer and in good standing under the Program at the time of redemption of
any reward.’
And in the same paragraph give the definition of an active
good standing customer:
‘You are deemed a customer in good standing (as determined
in our sole discretion) if (i) you are at such time receiving Bounce Energy
electricity service under the Program, (ii) you are not delinquent in any
payments due, (iii) you are not otherwise in default under your Terms of
Service Agreement, and (iv) you continue to maintain a valid email address in
our account profile.’
Since you terminated services with Bounce Energy on 10/6/
before the redemption of your reward you forfeited your rewards as per the
terms and conditions. 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 ***
Sincerely,
Russ C***
Bounce Energy

Good Afternoon, Mr***
You did not provide a rejection in you latest request. All information has been provided to you for your review. I have included the last response, since no additional information was provided from you
Thank you for your replyI’m sorry to hear that you are not pleased with our responseAt this time, I have sent you all of the original documentsThe early cancellation fees are discussed in the documents I providedThe expiration date was on each bill
If you have any additional questions, please feel free to contact usYou can reach our Escalations Department at *** and speak directly with a supervisor
Sincerely,
Russ C***
Bounce Energy

Good afternoon, *** ***
"">
Thank you for your inquiryI am happy to discuss the facts of
your account with you, and I have summarized the details below
On 6/*/13, you selected a 12-month electricity plan that
disclosed a fixed energy charge of cents per kWh, a $base fee when
usage was less than kWh, and Transmission and Distribution Utility (TDU)
delivery charges from CenterPoint (the utility company for your area)
Please keep in mind that your Terms of Service (TOS) and the
Electricity Facts Label (EFL) for your electricity plan were provided to you
after you enrolled with Bounce EnergyThe TOS and EFL serve as a contract
between you and Bounce Energy, and it outlines fees, length of service, and
other important information
You have contacted Bounce Energy multiple times since
12/*/to find out why your bills have been so highYou were informed that
the high bill was due to the demand for your meterWe informed you that you
have a demand meter and that this meter is how the CenterPoint charges are
determinedWith your permission, we can request a meter test for your service
address: CenterPoint will conduct the meter reading to determine and can assess
a fee for this service
Before our conversation this morning, I contacted
CenterPoint to learn why you had an increase in your TDU feesCenterPoint
informed me that your demand increased from kW to kWDue to this increase
in demand, your TDU fees have increased and will remain this way for
months.
As we discussed, consumption and demand can vary greatly
Consumption is the amount of electricity you use in kilowatt-hours (kWh) in a
given billing cycleDemand is the maximum amount of electricity you use in a
15-minute increment during a billing periodSince electricity cannot be stored,
your demand determines how much energy needs to be on the grid at any one time
for your usage, since the TDU does not know when you are going to need kW
Since you are over the kW for demand, the additional cost to have the
electricity on the grid is passed on to you
Please note that CenterPoint is the TDU (Transmission and
Distribution Utility, otherwise known as the utility company) responsible for
maintaining the poles and wires, responding to emergencies and power outages,
and reading and testing electric meters in your areaCenterPoint is also the company
responsible for calculating your TDU charges (pass-through charges) each month
for the non-residential premise utilizing kW demand and kWh consumption from
the monthly meter reading. CenterPoint
bills the TDU charges to your Retail Electric Provider, which is Bounce Energy,
and we then passes the charges through to you
If you have any further questions, a supervisor would be
more than willing to discuss the situation and details with youPlease call
our Escalations Department at ***
Thank You,
*** ***
Bounce Energy

Good afternoon, Ms. ***
Thank you for your inqury.
I apologize for the confusion you have had with your move out and final
bill. I am happy to help you understand
what has occurred on your account
According to your complaint you attempted to request a move
out for 2/28/but were unable to reach the call center. You finally reached a call center agent on 3/5/
that completed the move out and the move out completed on 3/6/
On 3/3/a bill generated for the billing period, 1/25/
to 2/24/14, and it was due on 3/19/14.
This is invoice *** Your
final bill generated on 3/10/for the billing period, 2/24/to 3/6/14, and
this bill was due on 3/26/This invoice number is ***
We received a $payment on 3/22/14, leaving a balance of
$69.52. Bounce Energy sent you to
collections on 5/2/for the amount of $69.52.
You also paid Bounce Energy via the customer portal on 5/2/14. Since the account has already been sent to
collections it takes days to be removed.
I have sent a notice to our collections team that the amount has paid in
full
Since you stated you could not get in touch with Bounce
Energy to move out on 2/28/14. I have
removed the days you were over that date and a credit for the energy charges is
$6.65, which I have requested to be refunded 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 *** at your convenience.
Sincerely,
*** ***
Bounce Energy