Bounce Energy

Good afternoon, *** ***,
New Roman">
Thank you for your inquiry.
I want to apologize for the frustration you are experiencing regarding your
*** *** ***.
In review of your account I see that your enrolled in the Mommy
Merits program on ***. You became
eligible for your first reward after on time payments on *** but you did
not make a selection. On *** you
became eligible for the month reward.
You called in on *** and selected your month reward and your
month reward on this day. You contacted
us on *** to inquire about the *** Museum tickets and on *** you
were informed that the *** Museum was no longer participating in the
rewards program and you were offered $** in bill credits due to this issue and
$** for the museum tickets. The museum
tickets are $** each.
You became eligible for the month reward on ***. At that time the *** *** *** had
changed. The ability for the rewards to
change is explained in the terms of service.
You currently have the choice of movie tickets, $** *** gift
card, or $** *** gift card. Please
let us know what you would like and we will make the selection for you
The previous month reward was the *** *** ***. At this time you only have on-time
payments and do not qualify for this reward.
When you are eligible for this reward the current rewards are $**
*** gift card, $** *** * ** gift card, or $** *** gift card
I have attached the terms of services for the *** ***
rewards for you review.
In the General section of the Terms and conditions it
states:
‘The Program may be changed, replaced, assigned or cancelled
by us at any time at our sole discretion with or without notice to youThese
Program Terms & Conditions may be altered, changed, modified or assigned by
us at any time with or without notice to youRewards available under the Program
may be changed, modified, substituted, replaced, ceased, or terminated at any
time at our sole discretion with or without notice to youYour continued
participation in the Program shall constitute your acceptance of any and all
such changes, replacements, assignments, or terminations.’
The schedule A of the *** *** Terms of Service covers
the current rewards
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

Good afternoon, *** ***,
New Roman">
Thank you for your inquiry.
I want to apologize for the frustrations you have experienced receiving
your rewards. I am happy to let you know
that on 11/25/the selection was made available for you to choose but you
have not made a selection yet The
selection may no longer appear for you because you did not make a selection
within days. I will gladly make the
selection for you. You have the choice
of movie ticket codes, a $Nordstroms Gift Card, or a $Macy’s Gift Card. Other than this selection I am showing that
you have received all your other rewards with the exception of the Museum
tickets, which we gave you a bill credit for a total of $
Please feel free to respond to this email or if you have
further questions and wish to speak with a supervisor directly about this
issue, you can call our Escalations Department at 281-404-at your
convenience
Sincerely
*** ***
Bounce Energy

Good afternoon, *** ***,
New Roman">
Thank you for your inquiry.
I want to apologize for the frustrations you have experienced regarding
the delay in your reward. I am happy
to let you know that the reward options have been added to your reward
selection for you to choose, as well as, any rewards that you did not select at
the time of redemption. Please keep in
mind these are only available for days before they expire
The month reward is a Free Month of Electricity (up to
$100) or a check (up to $100). You can
view this information in the terms and conditions of the Bounce Rewards program. I have included the month description for
you below:
Month Reward
Free
Month of Electricity (up to $100) or a check (up to $100)
After you have fully paid your
monthly electricity bill on-time for consecutive months, you will be
entitled to receive your choice of a bill credit or a check equal to the
average of your Bounce Energy monthly electricity bills under such account for
the immediately preceding months, but in no event shall this bill credit or
check exceed $Accordingly, if the average of your bills is greater than
$100, then you will receive a $bill credit or a $checkIf you choose
to receive a check, then you will receive a pin number via email from a third
party fulfillment agent with instructions on how to receive your check reward
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 ***
Bounce Energy

Good afternoon, Mr***,
face="Arial">
Thank you for your inquiry.
I want to apologize for the frustrations you are experiencing with your
billing. I can assure you the billing is
correct and clearly defined in your Electricity Facts Label and Terms of
Service
You signed up online on 12/5/through Bounce
Energy.com. You requested the Terrific
plan with a service start date of 12/8/14.
By signing up online you selected a check box that states:
‘I confirm my enrollment for service with Bounce Energy and
have read, understand, 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.’
Since you read, understood, agreed to and printed the
documents. You can see in the
Electricity Facts Label the breakdown of the charges: Your Bounce Energy Energy rate is
cents/kWh, the TDU delivery charge (per month) is 8.65, and the TDU delivery
charge (per kWh) is cents/kWh.
The TDU is Texas New Mexico Power
You are only paying Bounce Energy cents for the
usage. The TDU fees are not charged by
Bounce Energy but passed through to you for the TDU. Bounce Energy does not control this rate and
the TDU rate can change
Your Terms of Service state in the Billing and Payment
section:
‘We will bill you on a
monthly basis for products and services, as applicable, together with other
charges required or permitted by lawYour bill will include charges on behalf
of your TDSP for certain products and services, as applicable, provided to you
by your TDSPWe have no control over, or responsibility for, the pricing,
amount or quality of products or services that your TDSP provides.’
Your early cancellation fee
is also described in your Terms of Service in the Cancellation section:
‘ If a penalty or fee for early
cancellation is stated in the EFL, then you agree to pay such penalty or fee
for early cancellation cancel if you cancel your contract before the end of
your contract term.’
The bills you received were
sent out on the following dates according to when we received your data from
your TDSP. Your started service on
12/8/14, your initial invoice was for the billing period 12/8/to 12/24/14,
and this invoice was sent out on 12/29/with a due date of 1/14/
Your second invoice was for the
billing period 12/24/to 1/26/15. This
invoice was sent out on 1/28/and due on 2/13/
You cancelled service on
2/4/15. Your final bill was sent out on
2/6/with a due date of 2/23/15.
As you can see Bounce Energy
has been charging you according to your EFL and Terms of Service. The bills were sent out accordingly as we
received the usage data from your TDU.
The early cancellation fee was also charged according to your EFL and
Terms of Service
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: Monday, June 08, 11:PMTo: drteamSubject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** ">Good afternoon, *** ***, Thank you for your inquiry. I apologize for you frustration regarding your incentive and reward. I am happy to help you understand what happened with your account You signed up for services online on 5/13/14. The rewards terms of service are online for you to review. Here is the link you can use to review the 3% Cash Back Rewards: *** You can see in the Rewards section in the third paragraph it states the following: ‘If at any time or for any reason you cease to be a Bounce Energy customer prior to the application of any bill discount, then all bill discounts as rewards will immediately expire and be forfeited by youIn no event and under no circumstances may bill discounts be redeemed or exchanged for cash, nor may bill discounts be assigned or otherwise transferred in any wayBill discounts have no cash value other than the cash you will save on the bill to which it is appliedBill discounts may not be saved, banked, or otherwise used in any later or future periods other than the current billing cycles in which they are issued.’ Since you are no longer a Bounce Energy customer you do not qualify for bill credits. Please review the terms and condition and let us know if you have any additional questions Also for the $incentive you received eight (8) $bill credits on your account starting with invoice for a total of $120. Once again because this is a bill credit the payment no longer applies because you are no longer a customer. As a courtesy to you, I have requested the remaining $be sent to your via check to your Plano address 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 At this point I would hope your could put aside your marketing tactics and vague misleading practices long enough to recognize the fact that I was a valuable customer for over years, and not some "new" account holder

[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

Good afternoon, Mr***,
face="Times New Roman">
Thank you for your inquiry.
I apologize for the frustration you are having regarding your
account. I am happy to help you
understand what happened with your account
You signed up with a Custom Plan on 12/16/14. Your contract was sent to expire on 7/17/15. Your Terms of Service state the following
about how your plan works after you reach the expiration date:
‘Service TermYour contract term is set forth in the EFL
Your service with us will begin on the date of your first meter read following
your confirmed enrollment with us and will continue for the period stated in
the EFLThereafter, your service with us will continue on a month-to-month
basis, until you select another Bounce Energy electricity product, switch to
another REP, or your service is terminated or disconnected by us.’
Also in the ‘Contract Expiration Notice’ section it states the
following:
‘Contract Expiration NoticeIf the product you chose to
purchase is a term contract (a contract with a term in excess of days), a
contract expiration notice will be sent to you at least days prior to the
end of the initial contract term set forth in the EFLIf you fail to take
action to ensure that you continue to receive retail electric service from us
upon the expiration of your contract, then you will continue to be served by us
automatically following the end of your contract term pursuant to a default
renewal product, which shall be a month-to-month product.’
These
statement explains that when your contract expires you will be put into variable rate plan
Bounce
Energy did not receive any calls prior to the date in your complaint, 7/17/15,
that the address was to be moved out. Since
Bounce Energy did not hear from you to process a move out you are responsible
for the usage fees for that address until you called in to notify Bounce Energy
that you moved out. I would like to take
care of this for you, so if you could provide me with a copy of your lease
agreement showing that you moved out on 7/17/15, I will have the fees reversed
and refunded to you
Please send
me the required documents and I will take care of this issue for you. If you have any further questions, or wish to
speak with a supervisor directly about these concerns, please feel free to
contact our Escalations Department at 281-404-at your convenience.
Sincerely,
Russ ***
Bounce Energy

Good afternoon, *** ***,
"margin: 0in 0in 0pt;" class="MsoNormal">Thank you for your inquiry.
I apologize for the frustration you have experienced regarding your
invoices. I am happy to let you know
what is going on with your account.
Below, I have outlined the details of your account:
-
On */18/you signed up for services online and
selected the Taking Care of Business plan.
You selected a priority move in for */19/14. This order was placed at 5:pm and an
accept email was sent to *** at 8:pm.
-
Your original bill was generated on */25/for
the billing period */19/to */20/14.
This was your initial bill and it was in the amount of $352.14. This included Bounce Energy charges of
$20.53, *** fees of $307.39, PUC Assessment of $0.54, and Tax of
$23.68.
-
On 9/4/you received a combined bill with a
Cancel/Replacement bill for the original invoice that changed from $
(Cancelled Bill) to $(Replacement Bill) and your Final invoice for the
billing period */20/to */28/14. The billing
period charges were for $385.81. This
amount included Bounce Energy charges of $205.11, *** Fees of $92.26,
PUC Assessment of $0.57, Early Termination Fee of $and Sales Tax of
$24.63.
-
The total of the invoice due is $
-
You had Bounce Energy’s service from */19/to */28/
Please keep in mind that Bounce Energy passes through
*** fees without markup. These
fees are not Bounce Energy fees. In your
Terms of Service in the Billing and Payment section it states:
‘Your bill will include
charges on behalf of your TDSP for certain products and services, as
applicable, provided to you by your TDSPWe have no control over, or
responsibility for, the pricing, amount or quality of products or services that
your TDSP provides.’
Bounce Energy bills these
fees for your TDSP. *** took the
necessary steps to ensure your power was turned on the date you requested and
charged you a priority connection fee of $296.
You were a Bounce Energy customer from */19/to */28/and are
responsible for the usage and services that were provided at that time. I have removed the Early Termination fee
which leaves you a balance of $
If you have any further questions, or wish to
speak with a supervisor directly about this issue, please feel free to call our *** *** at *** at your convenienceSincerely,
*** ***
Bounce Energy

Good afternoon, *** ***
New Roman">
Thank you for your inquiry.
I apologize for your frustration regarding the disconnection of your
premise. I am happy to help you
understand what happened.
We submitted an order for you on 5/19/to start on
5/29/15. Then on 6/1/another Retail
Electricity Provider submitted a same day move in for a customer. Whoever placed the order for 6/1/also did
a move out for 6/4/15. These transactions
were driven by the *** and not by Bounce Energy. Your premise was moved out because another
Retail Electricity Provider requested the move out to occur
Because the other Retail Electricity Provider was of record as
of 6/1/due to a *** request from a customer, they were in control of your
premise. This provider is the company
that moved out your premise
This does not happen often but can happen when a customer
enters the incorrect address for a move in and the *** requests a move out
At this time your services are connected. If you have any further questions, or wish to
speak with a supervisor about the transactions I discussed above, please feel
free to call our Escalations Department at 281-404-at your
convenience. We are glad you selected
Bounce Energy for your electricity needs, and apologize that your services were
disconnected
Sincerely,
Russ C***
Bounce Energy

Good afternoon,
I hop you are enjoying a good day. I am sorry that you disagree, but the reward terms and conditions state the following:
‘If at any time or for any reason you cease to be a Bounce Energy customer prior to the application of any bill discount, then all bill discounts as rewards will immediately expire and be forfeited by youIn no event and under no circumstances may bill discounts be redeemed or exchanged for cash, nor may bill discounts be assigned or otherwise transferred in any wayBill discounts have no cash value other than the cash you will save on the bill to which it is appliedBill discounts may not be saved, banked, or otherwise used in any later or future periods other than the current billing cycles in which they are issued.’
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, Ms***
"">
Thank you for your inquiry.
I want to apologize for the frustration you have experienced in regards
to cancelling services at the incorrect address. I was glad to speak with you today and I am
happy to let you know that this is an easy fix.
As you and I discussed you are going to email a copy of your contract
showing the correct apartment number and lease start date. Once I have this information I will have the
fees reversed
I apologized that you were not able to reach us by phone to
correct this issue sooner. We did
experience much higher than call volume the last few weeks due to the
call weather we had in January and February.
When your paperwork is received it will take to hours
to have everything reversed. I will call
you once I have confirmation that the fees have been reversed
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,
*** ***

From: *** *** *** Sent: Sunday, September 07, 3:PMTo:
drteamSubject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #***
Good Afternoon, *** ***,
Thank you for your inquiry. I want to apologize for the frustration you have experienced regarding you LOC. I have reviewed your account and can confirm we have sent your LOC multiple times at your request
Your original request was sent out on 7/31/to the fax number ***. On 8/12/you called in stating that you did not receive the LOC. Another LOC was sent out on 8/12/to the email address ***. On 8/18/you called in stating that you did not receive the LOC, again we sent it to the email address ***. On 8/19/you contacted us again stating you did not receive the LOC, once again we sent out the LOC via email to ***
The requests were processed as stated. Please check your junk mail or spam filter
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

Good Afternoon, Ms. ***
Thank you for your inquiry.
I want to apologize for your frustrations you have experienced regarding
your American Airline rewards. I have
been working with our retention department to get this resolved for you. I am showing you have earned miles but
they have not been deposited. I
confirmed with our retention department last week that all miles have been
deposited, but I continue to see your account has not
Could you please confirm that the information we have on
file matches what is showing for your American Airlines account? Everything must match exactly:
Name: *** ***
Email: ***
Phone: ***
Acct: ***
If you have any changes to the information above 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

Good Afternoon, Ms. [redacted]
"">
Thank you for your inquiry.
I want to apologize for the frustration you have had in regards to your
enrollment for services. I am happy to
let you know I have requested the invoice at the incorrect address to be
removed. This should complete in the next
hours.
Also, I will gladly take care of the $fee you incurred
with your apartment complex. To take
care of this I will need the invoice your apartment complex provided to
you. Please scan and send the invoice to [redacted] ATTN: [redacted] and provide your account number. Once we have reviewed the documentation we
will credit your account
If you have any further questions, or wish to speak to a
supervisor directly about this issue, please feel free to call our Escalations
Department at [redacted]
Sincerely,
[redacted]
Bounce Energy

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]

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 2/**/you placed an order with Bounce Energy through
our call center for the address of [redacted]
On 2/**/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 2/**/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

Good Morning, Ms[redacted],
"">
Thank you for your inquiry.
I want to apologize for the frustrations you are experiencing regarding
your recent billing. I have looked into
your account and the balance $is correct. Below, I have outlined the details that
should help you understand the balance
-
On 9/23/you signed up for service and needed
a $deposit
-
The deposit was paid in full on 9/24/
-
The deposit is reflected on your initial bill
for the [redacted] address that generated on 10/27/
-
Your deposit of $was refunded on the bill
generated on 8/6/10. It is a bill credit
on the invoice for $
-
The bill credit paid the balance in full for the
invoices generated on 8/6/10, 8/27/10, 9/24/10, 10/26/10, 11/23/10, and part of
the invoice generated on 12/28/
-
We receive our first payment from you after the
credit ran out on 1/10/for $
-
You currently have invoices for the total
amount of $267.70. Invoice generated on
5/27/for current charges of $and the invoice generated on 6/17/with
current charges of $
I do greatly appreciate your time this to discuss the
issue. I have flagged your account until
8/15/to make the payment. Please call
me if you need any additional assistance.
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

Good Afternoon, Ms. [redacted]
"">
Thank you for your inquiry.
I want to apologize for the frustration you have had while trying to
cancel your service. I am happy to let
you know I can fix this very quickly. If
you can send me the lease showing the date you moved out, I will have our team
adjust the final bill. You can fax your
documentation to [redacted]
If you have any further questions, or wish to speak with a
supervisor directly about this issue, please feel free to call out 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 2014.
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