Bounce Energy

Good afternoon, Mr. [redacted]
"">
I hope you are enjoying a good day. Having viewed your account, I can let you
know why your deposit was not returned to you at this time. In your Term of Service listed in the Credit
and Deposits section it states the following:
‘Deposits held more than
days will accrue interest from the date of receipt at the annual rate
established by the PUCTPayment of the interest may be made either annually or
at the time the deposit is returned or credited to your accountYour deposit
will be returned or credited to your account at such time as you have made
consecutive monthly payments without having a late payment.'
You have not had
consecutive payments on time. Currently
you have consecutive on time payments
If you have any questions
please let us know. Your deposit will be
returned to you after consecutive on time payments. Thank you for choosing Bounce Energy and have
a great day
Sincerely,
[redacted]
Bounce Energy

Good Evening, [redacted]
"">
I hope that you are having a good evening. After our call this evening to discuss the
issues you had with your account, I wanted to follow up with you and review
what we discussed:
-
I reviewed the call you had with the agent on
2/*/14, although, you initially called in to cancel service you were actually
just informing Bounce Energy you were switching to another provider due to the
lower rates.
-
There were points during the call that the
agent should have realized you were not cancelling service and informed you
that a switch to another provider was all that was needed. The first when you stated that you were
starting new service with another provider on 2/**/and the second, at the end
of the call, when the agent asked for your forwarding address, you indicated you
were not moving
We do train our agents to listen
for indicators, since most people do not know the industry ‘lingo'. I determined from the call you were
attempting notify us that you were switching away. Because of this misunderstanding I will
reimburse you for the mofees that you have incurred. Please send me the invoice, once you receive
it, to the email address I provided in
our phone conversation and I will take care of this right away.
For future reference, when you are switching to another provider, as longer as you are within the day window at the end or your contract, you do not need to contact your current provider and notify them you are leaving. The process is to be handled seamless behind the scences for the customer, that way the customer only has to make one call. Once again I apologize for the inconvenience of this situation
If you have any additional
questions regarding this issue please feel free to contact me
[redacted]
Bounce Energy

From: [redacted] [mailto:[redacted]] Sent: Sunday, August 24, 2014 4:08 PMTo:...

drteamSubject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]
 
Good afternoon, Ms. [redacted],
 
Thank you for your inquiry.  I apologize for the confusion and frustration with your gift card for you Security order.
 
I too had the same issue in the system that the original agents that handled your account.  The agent that took you Security order made no notes on the account that indicated you ordered through Bounce Energy.
 
I am glad to see that the agent you spoke with on 8/19/14 contacted [redacted] to get the origin of the order and rectify the issue.  She processed a $50 bill credit which is reflected on your account.
 
If you have any further question, 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 that you selected Bounce Energy for your electricity needs, please let us know if you have any other questions, comments or concerns.
 
Sincerely,
 
[redacted]
Bounce Enerty

Good Morning, [redacted],
Thank you for your inquiry. 
I want to apologize for the frustrations you have experienced with your
reward.  The reward plan you selected is
the Bounce Energy Reward program.  You
selected this program through your MyAccount access on [redacted].  By making the selection online you confirmed
the terms and conditions of the program, which state:
‘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. Bill credits are deemed to be redeemed as of the issue date of a
bill to which they are applied (and in no event prior to such date). 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. Accordingly,
you will not be entitled to apply a bill credit to any bill that is issued as
of a date on which you are not both an active customer and in good standing
under the Program (irrespective of the period of service associated with such
bill).’
The terms and conditions also state:
‘If at any time or for any reason you cease to be a Bounce
Energy customer prior to the application of any bill credits, then all such
bill credits will immediately expire and be forfeited by you. In no event and
under no circumstances may bill credits be redeemed or exchanged for cash, nor
may bill credits be assigned or otherwise transferred in any way. Bill credits
have no cash value. Bill credits 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.’
And in Schedule A of the terms and conditions for the $**
bill credit reward it states:
‘After you have fully paid your monthly electricity bill
on-time for 12 consecutive months, you will be entitled to receive your choice
of a $** bill credit or a $[redacted] Gift Card. You will be notified of your
qualification to select a reward. You must respond and provide your selection
choice within 60 days of notification in order to receive the reward. If you
select the $** Bill Credit, it will be distributed to you in 5 consecutive
installments of $** on 5 consecutive bills.’
You received your first installment of $** on the invoice, [redacted].  The next invoice was your final invoice and
you did not qualify for a bill credit.
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 afternoon, [redacted],
Roman">
 
Thank you for your inquiry. 
I want to apologize for the frustration you are experiencing with your
account.  The account is correct.  In your complaint you stated you were forced
to move out on [redacted].  Bounce Energy
does not have usage after that date.  You
are being billed because you did not process a move out.  The charges after that date are not from
Bounce Energy they are from the local utility provider and Bounce Energy passes
these charges to you.  If your local
utility company shows and active meter, even with no usage, and you did not
request a move out you will be charge service fees until you move out.  Your move out occurred on [redacted].  You will be responsible for the fees until that date.
 
To discuss your total:
 
You have 3 outstanding invoices:
 
-         
The first outstanding invoice in for the $[redacted].  It was generated on [redacted].  This invoice is for the billing period
[redacted] to [redacted].  You used [redacted]
kWh.  This is before your stated move out
date.
-         
The second invoice was  for the total amount of $[redacted]  It was generated on [redacted].  This bill has an adjustment to the bill
generated on [redacted] because the local utility overestimated your usage.  The invoice included the Past Due amount of
[redacted] plus the usage ([redacted] kWh)  from
[redacted] to [redacted], $[redacted].  On this invoice you generated 7 days worth of usage.
-         
The last outstanding invoice is your final
bill.  This invoice totaled the amount of
$[redacted] and generated in a combination with the second invoice above.  It includes the past due amounts of $[redacted]
plus the current usage (0 kWh)  for
billing period [redacted] to [redacted] for $[redacted]
 
The total amount owed on your account right now is  $[redacted]. 
The last invoice you paid was on [redacted] for $[redacted] for the billing
period [redacted] to [redacted].
 
If 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 [redacted] at your convenience.
Sincerely,
[redacted]
Bounce Energy

Good Afternoon, [redacted]
Thank you for your inquiry. I do apologize for your
frustration with receiving the reward you are due. Regarding the $50 [redacted]
gift card that you selected on 12/**/13. 
When you contacted us on 1/*/14, the agent assisting you discovered
there was an issue when the request was made on 12/**/13.  The agent sent a ticket on that day to have
your card expedited.  On 1/**/14, you
contacted Bounce Energy to advise us that you received a $25 [redacted] gift card
instead of a $50 [redacted] gift card.  On
this day, a supervisor called Mpell Solutions to see what happened with your
$50 [redacted] gift card.  We were advised
by Mpell that they only sent a $25 [redacted] gift card, which was mailed out on
1/17/14.  The supervisor made a ticket to
have the $50 [redacted] gift card expedited. 
On 2/6/14, an agent responded to your email inquiry that
Mpell was researching why you have not received your $50 [redacted] Gift card, as
well as the request to have the Gift Card be expedited.  On 2/**/14, an agent responded to you stating
that MPell provided us information that a $25 [redacted] Gift card was mailed to
your [redacted].  MPell also
advised us that they received a response from you on 2/**/14 through their confirmation
email.  You should receive your $50
[redacted] Gift car within in 4 to 6 weeks from 2/**/14.
The process to receive a gift card are the following steps.
1.      
You select a reward from the choices listed in
your MyAccount.
2.      
The request is sent to our Third Party Vendor,
MPell Solutions.
3.      
MPell Solutions will send an email to you for
verification and confirmation. This occurs within 5 to 10 business days.
4.      
You will respond to the MPell email.
5.      
MPell will send out the gift card within 4 to 6
weeks
Please feel free to contact Bounce Energy at any time if you
have any further issues or concerns.
Thank You,
[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 was a loyal and always on time customer for the time of my contract.  It is unfortunate that finding a more competitive rate leads to financial punishment.  I will seek news media and legal means to resolve the case
Regards,

[redacted],
Thank you for your response. 
 
[redacted] has confirmed the $75 gift card will be sent out next week. The $75 gift card is on the currently set up for Immediate Fulfillment.   As for the $25 bill credit, that was refunded to the credit card on file on 9/22/14. 
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,
[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.  I will wait for the business to perform this action.  Upon my receipt of the $25 [redacted] card that I have selected today for the 6 month reward and the $50 [redacted] card that I have previously selected for the 12 month reward, I will consider this complaint resolved.
Regards,
[redacted]

Good Morning, Ms. [redacted],
Thank You for your inquiry. 
I apologize for the confusion and frustration you had while trying to
rescind your service.  I am happy to help
you understand what occurred on your account.
On 3/25/14 you signed up for service online at SaveOnEnergy.com
for a switch.  A switch is worked by your
TDSP, Oncor, the same day and started service with Bounce Energy on 3/25/14.  You contacted us on 3/28/14 to rescind
service and the process was started to rescind your service.  Since the service was already active the
process can take up to 45 days to get you back to your original provider. 
On 4/2/14 you called in stating you did not want to be a
Bounce Energy customer.  The agent explained
that you were not a Bounce Energy customer because you switched to another
provider on 3/29/14, thus cancelling the rescission process and making you
responsible for the charges.  You were
then passed to an escalations agent that waived the early termination fees for
you as a courtesy since you did not allow the rescission process to complete.
On 4/3/14 your TDSP, Oncor, sent Bounce Energy the usage for
the days you were a Bounce Energy customer, 3/25/14 to 3/29/14.  Bounce Energy generated the final bill on
4/3/14.  You contacted us on 4/8/14 and
the agent waived the remained of the bill as a courtesy.
In conclusion, you signed up for service and within your 3
days you requested a rescission.  Because
the services were started on the same day as your request the process could
take up to 45 days.  While this process was
attempting to complete, you selected a different provider, which caused the
process to stop.  When the process stops
the TDSP has to charge the original customer and provider for the services
rendered, which was the service from 3/25/14 to 3/29/14.  Bounce Energy waived the fees and invoice as
a courtesy.
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 281-404-2518 at your convenience. 
Sincerely,
 
[redacted]
Bounce Energy

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 3 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 3 late payment on the account 5/28/14, 9/24/14, and 10/23/14.  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 Morning, Mr. [redacted]
Thank you for your inquiry. 
I want sincerely apologize for your frustration with the Early Termination
Fee and the confusion you are having with your billing.  Having viewed your account I can confirm
everything is correct.
You signed up online, therefore you selected the check box
stating you have read, understand, agree to and printed the Terms of Service,
Your Rights as a Customer, Electricity Facts Label documents and other
disclosures relating to the enrollment of service.
On your latest renewal you selected the Customer Plan 3 which
is a 3 month contract and went into effect on 4/25/14.  Bounce Energy sent you a renewal notification
on 6/4/14 as required by law to let you know your contract was set to expire on
7/25/14.  This expiration date is also on
each of your itemized invoices that you receive every month.
Your rate has not fluctuated, your energy rate has always
been 5.1034 cents/kWh.  I have included
the first bill of your current contract for your review.  The average rate you are talking about in your
complaint can fluctuate based on usage and your Oncor (TDU) fees, but your energy rate with Bounce Energy will remain the same for the term of the contract.
At this time since you were confused by the renewal letter I
have requested the Early Termination fee to be waived.  You should receive a credit to your last credit card used for payment or a check in the mail within the next 7 to 10 days.  Please feel free to contact us with any additional questions or issues you may have.
[redacted]
Bounce Energy

Good Afternoon, Ms. [redacted],
 Thank you for your inquiry.  I apologize for the confusion and frustration you are experiencing with your account.   The early cancellation fee is described in your EFL and is for new address [redacted], not for the address you had an issue with in your PUC complaint.   Your enrollment for this new address was processed by you through your MyAccount (Customer Portal) on 12/27/14.  You selected the Terrific 12, which is a 12 month contract and was set to expire on 1/16/16.  By placing this order online, you clicked a checkbox that confirmed your enrollment for service, as well as, confirmed that you read, understood, and agreed to the Terms of Service, Your Rights as a Customer, and Electricity Facts Label documents, as well as other disclosures relating to the enrollment for service.  In the disclosure chart for the question ‘Do I have a termination fee or any fees associated with terminating service?’ it states:  ‘Yes. A $200 early termination fee will apply if you terminate service prior to the expiration of the contract term.’ When you switched to a new provider before your contract expiration date the early termination fee was applied in accordance to your Electricity Facts Label.   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 Energy

From: [redacted] 
Sent: Thursday, May 15, 2014 11:33 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, [redacted], 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 1-866-756-6801 to set up an arrangement.  
 
You are currently 3 bills past due with the earliest due date being 1/3/14.  Your final bill was due on 2/14/14 and you currently owe $348.16.  This makes you 90 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

I STRONGLY recommend no one use #BounceEnergy or their other such businesses.
On two separate occasions I used them as our elec. provider 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 CPA.
Apparently, 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 bills.
Personally, 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 care.
Save yourself the headaches and steer clear of any of their businesses.

Good afternoon, Ms. [redacted]
Thank you for your response. 
I have requested that your case be reviewed again regarding your
warranty repair product. 
The reason the repair product was not added to your account
was indeed due to the apartment number. 
This was not an issue from the warranty company but a system requirement
that states for Bounce Energy to not send over premises with unit numbers.  When your order was placed it should have
given an error stating that the order could not be placed.  When I spoke with you last, you advised me
that you were responsible for the repairs. 
I requested the plan be manually entered into the system to allow you to
get service.
I have our account manager and tech team reviewing your case
and will let you know the results.  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

[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.  Thank you for helping to resolve this issue, I have earlier spoken to the supervisor , I believe if she had responded to me and looked at the issue of concern to me , this matter could have been resolved earlier . Anyway , I appreciate your effort in putting this matter to rest .
As per the discussion we had on the phone yesterday, I look forward to seeing the final amount on the account after the adjustment was made. It is not my intension to owe Bounce energy for the service they have already provided. Thank you .
[redacted]

From: Russ [redacted] [mailto:r[redacted]] Sent: Sunday, December 14, 2014 10:43 PMTo: drteamSubject: Revdex.com of [redacted] and [redacted]- Complaint regarding Your Business #[redacted]   Good afternoon, [redacted],   Thank you for your inquiry.  I apologize for the confusion and frustration with your previous address.  The actions discussed on the previous note did take place and unfortunately the TDU sent us one more reading that our billing department did pass on to you by mistake.  That invoice has been removed and your current balance is correct.    You currently owe $175.36.  We have not received a payment from you since 9/10/14.   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.  We are glad you have selected Bounce Energy for your electricity needs.   Sincerely,   Russ [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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[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.  [You're incorrect... The proper procedure was followed and you were informed of the forwarding address. Either way, attached is more documentation just sent from Mrs. [redacted] which you have called several times and she has informed you over and over again of the circumstances. Attached is what you wanted. ]
Regards,