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 spoke to your representative on 5/19 to find out what my total outstanding balance was on my account so I could pay off the account in o**er to close my account since I was receiving inept customer service.  The representative told me the total due was 185.31 which you received on 5/20/15.  You applied the credit and a week later, my account reflects an outstanding balance of  $154.82.  Why was I told my final amount due was 185.31 when an ADDITIONAL 154.82 is charged to my account. This is a 575 sq. ft. apartment and that is not possible.
I request an audit of my account.  When I used to receive email bills, I received an email with the amount due and it was paid.
My account was paid off as of 4/14/15.after making a 82.59 payment.  Then on 5/4/15 (3 weeks later) my account shows 157.02 Total Amount Due.  The bill says I owe 71.10 at that point  I paid 70.00 but my account does not show you applied that credit. It cleared my account on 4/1/15.  How can I go from a 0 balance to 157.02 in 3 weeks for a 575 sq. foot apartment?  Account reflects I paid 71.10 (even though I only paid 70..00) and the amount unpaid went back to 0.  3 weeks later, on 5/26/15, my bill amount skyrockets to $284.90 with a total amount due  of 154.82.  This makes no sense at all and that is why I am requesting an audit. 
I also request a credit for all late fees incurred because I was no longer receiving email bills nor was I receiving bills in the mail.  I never knew when the bill was due and what the total amount was.
Rega**s,
[redacted]

[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:A representative from Bounce Energy contacted me and resolved the issue with my bill. I have read the response that Bounce submitted and the only thing I have to add is that an i.gain was not stated until I called and made a complaint in regards to receiving two bills. At this point I now had two accounts for different apartments. Because the i.gain was never completed properly I continued to receive bills that were not correct. Since the bills were not correct, it looked as if I was late on the account that I actually resided in. Bounce would tell me just pay for the apt you actually live in because we will fix the bill. Well, late fees and things were being added because it looked as if I wasn't paying the bill in full according to the computer system. I even received a pink notice in the mail. I truly wish this could have been corrected before we reached this point. But I do appreciate the timely response from Bounce after contacting Revdex.com.

From: [redacted] [mailto:[redacted]] Sent: Friday, September **, 2014 9:32 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 $25 bill credit to your account which will reflect in 24 hours and the $75 Target Gift card was sent to our 3rd party vendor on 8/30/14. 
 
The reason that the $25 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 $25 Visa gift Card or Bill Credit.  Since there was no selection we did not apply anything to your account.
 
The $75 Target gift card was selected on 8/29/14 and sent to our third party vendor on 8/30/14.  You should have received an email from [redacted] within 10 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

Sent: Wednesday, [redacted]To: drteamSubject: Revdex.com of Houston and South...

Texas- Complaint regarding Your Business #[redacted]
 
Good Morning, [redacted]
 
Thank you for your inquiry.  I apologize for the confusion and frustration with your cash back reward.  I am happy to let you know I have requested the 3% credit of $24.50 be placed on your account.  Once the credit has been applied I will have a check sent to your address.
 
The reason the credit was not applied was because we do not apply credits to the final bill as per the terms and conditions:
 
‘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 you. In 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 way. Bill discounts have no cash value other than the cash you will save on the bill to which it is applied. Bill 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,
 
[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 have checked my A[redacted] records and does not show the credit they have claimed to given me. I have attached my A[redacted] account screenshots. Indicating that Bounce Energy has not added ANY A[redacted] rewards points, as such they still have no followed through with their promise. If needed, I am willing to give [redacted] permission to show that my account has not received any points from them whatsoever.Not only did their negligence keep me from the rewards promised, but even had to use miles to keep my account from expiring (which was the whole reason I signed up for this rewards program...to keep my rewards from expiring). I'm getting pretty tired of this company thinking they can take advantage of me, and several others (as I recently discovered). Please help me set them straight. If you need anymore proof I will gladly give it to you.
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.  For your reference, details of the offer I reviewed appear below.
It’s Bounce Energy’s responsibility to deal with the company who read the meter. If Bounce Energy couldn’t determine the meter read dates, it should have been informed meter read dates to make correct contract end date. If Bounce Energy still couldn’t handle this, at least it should state the “contract end date” as “estimated contract end date” in contract. 
Then Bounce Energy can adjust the contract end date, as in my case, form 11/**/13 to 11/**/13 (2 days). So the first meter read date is 11/**/13.
What Bounce Energy did is, adjusting the contract end date from 11/**/13 to 12/**/13 (32 days).  It’s completely unreasonable.
Due to the mentioned issues, I must insist on my original inquiry.
Sincerely,
[redacted]
Regards,
[redacted]

[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.  
 
From: [redacted] [mailto:k[redacted]] Sent: Thursday, [redacted] 9:10 AMTo: drteam; drteamSubject: Complaint Resolution
 
Due to the link that was emailed to me not allowing me to submit the complaint resolution online (unable to type in the body portion which is required to submit)I have attached a letter confirming that I DO accept the resolution to complaint ID [redacted]. Please confirm receipt and acceptance. Thank you

Sent: Monday, November 14, 2016 11:35 AM Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] Bounce Energy received usage from CenterPoint for premise, [redacted], from July 1, 2016 until October 26, 2016. If Mr. [redacted] wishes to further dispute his usage he may contact CenterPoint at (800-332-7143).  Devon Office of the President Phone: 855-376-6806 Fax: 866-743-0739
Email Disclaimer The information contained in or attached to this email is intended only for the use of the addressee. If you are not the intended recipient of this email, or a person responsible for delivering it to the intended recipient, you are strictly prohibited from disclosing, copying, distributing, or retaining this email or any part of it. It may contain information which is confidential and/or covered by legal, professional or other privilege under applicable law. If you have received this email in error, please notify us immediately by return email. The views expressed in this email are not necessarily the views of Centrica plc, nor its North American subsidiaries, and the said companies and their respective directors, officers and employees make no representation, nor accept any liability, regarding its accuracy or completeness, unless expressly stated to the contrary.

Apparently Bounce energy didn't understand my problem. First of all [redacted] gave me wrong information by saying that by me making the payment arrangement of $30 month I would not go to collections. He had full authorization of deducting the $30 out of my account since it was done for 3 months in a row. Couple of weeks after my last payment to Bounce is when I received a call from collections. Wouldn't you at least try to contact your customers to inform them about what is going on? No email, no calls NO NOTHING. Why all of a sudden you couldn't continue deducting payments if you did it 3 months in a row. Bill was HORRIBLE in assisting me. I need this issue to be resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Good afternoon, Mr. [redacted]

Thank you for your inquiry. 
I want to apologize for your frustrations with the early termination
fees.  I have reviewed your account and I
have verified the following:
-         
You enrolled in to the Terrific 12 plan on
2/12/14.  This is a 12 month contract and
has an contract expiration of 2/17/15.
-         
You complete your enrollment online through the
customer portal.
-         
During your enrollment you confirmed that you
read, understood, agreed to, and printed the Terms of Service, Your Rights as a
Customer, Electricity Facts Label documents and other disclosures relating to
your enrollment for service.
-         
The terms of service and the Electricity Facts label
indicate there is a $200 Early Termination fee if you decide to switch to
another provider before your contract expiration date.
-         
When services were switched to another provider
on 4/5/14, approximately 8 months, before the contract expiration date, you
were assessed an early termination fee, of $200,  as indicated in your terms of service and
Electricity Facts Label.
-         
This is a valid fee.
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] at your convenience.
Sincerely,
[redacted]
Bounce Energy

Good afternoon, Mr. [redacted]
Thank you for your reply. I’m sorry to hear that you are not pleased with our response.  At this time, I have sent you all of the original documents.  The early cancellation fees are discussed in the documents I provided.  The expiration date was on each bill.

If you have any additional questions, please feel free to contact us.You can reach our Escalations Department at [redacted] and speak directly with a supervisor.

Sincerely,

Russ C[redacted]
Bounce Energy

Good morning, Mr. S[redacted],
Roman">
 
Thank you for your inquiry. 
I apologize for the frustration you have experienced regarding receiving
an disconnection notice fee.  I am happy
to explain to you the fees are listed on your EFL. 
 
When you signed up for service at your address on 9/15/14,
you did so through your MyAccount (customer portal).  By placing your order this way you selected a
check box confirming that you read, understood, agreed to, and printed the
Terms of Service, Your Rights as a Customer, Electricity Facts Label documents,
and other disclosures relating to your enrollment for service.
 
Your EFL states in the ‘What other fees may I be charged?’
of the Disclosure Chart state this charge: 
Disconnection Notice fee: $20.
 
I have attached the EFL which you agreed to and it is also in
you MyAccount along with your other documents for you to review.
 
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 281-404-2518 at your convenience.
 
Sincerely,
 
Russ C[redacted]
Bounce Energy

Good afternoon, Ms. [redacted],
Thank you for your inquiry. 
I apologize for the frustration you have with paying your past due
balance.  The final bill must paid within
30 days of the due date or the customer is sent to collections.  Your account is currently 75 days past
due.  I am glad that Bill was able to
help you in previous months, but Bounce Energy did not have an arrangement with
you after 4/4/14.  Without a permission
from you to run your card or a promise to pay and the invoice being beyond 30
days past due, your account was sent to collections on 4/17/14. 
As of 4/30/14, Bounce Energy no longer has an internal
collections team and our final bill collections are handled by TCS.  If you have any further questions, regarding
this issue, please feel free to contact TCS at [redacted] to set up an
arrangement.
Sincerely,
[redacted]

Good Afternoon, Mr. [redacted],
Thank you for your inquiry. 
I want to apologize for the frustrations you have experienced in regards
to the delay in receiving your rewards. 
I have researched your account and have discovered that the reward redemption
emails  sent out by our third party
vendor were sent to you on [redacted]. The email was sent to [redacted] This
email only has a 60 day time frame for you to respond.    You did not respond back to the redemption
email, therefore the rewards were not sent out and now the redemption link has expired.
I have asked for our rewards team to requalify you for the
reward so you can respond to the email. You will received an email from [redacted] within the next 10 days.
 Please make sure you allow this email to
go through and check your spam filters and junk mail.  Once you receive the email you will need to
respond to the link provided and the reward will be sent out within 4 to 6 weeks of your response.
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, Ms. [redacted]
 
face="Calibri">Thank you for your inquiry. 
I want to apologize for the confusion regarding the $150 promotion.  I am happy to let you know that your
selection was made on 10/27/14 and you should be receiving an email from our
fulfillment provider, MPell solutions, within 10 days. Once you respond to that
email you will receive your gift card in 4 to 6 weeks.
 
The selection was made eligible to you after you made your
payment on 10/5/14 and your selection of the $150 Visa Gift Card was made on
10/27/14.
 
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 [redacted]
 
Sincerely,
 
[redacted]
Bounce Energy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  [Provide details of why you are not satisfied with this resolution.]
Regards,  I have attempted to pay the past due portion I was told to pay when I spoke to a Bounce Energy Customer Service rep. It is stating I do not have an active Bounce Energy account and to put a deposit of $150 down.

Good afternoon, Mr. [redacted],
New Roman">
 
Thank you for your inquiry. 
I want to apologize for your frustration regarding your reward
redemption.  I am happy to let you know
that the selections are available in your MyAccount and have been since
11/25/14.  You just need to log in and
make the selection.  I apologize the
agent did not follow up with you.  Please
make your selection at your convenience.
 
Sincerely,
 
[redacted]
Bounce Energy

Good afternoon, [redacted],

face="Times New Roman">
 
Thank you for your inquiry. 
I want to apologize for the frustration you have experienced with your account.  I am happy to let you know that I have waived
your [redacted] fees.
 
What the agents explained to you is correct though.  The fees that you were charged are not from
Bounce Energy.  The fees are from the
local utility and you are responsible for the fees because you initiated the
order.  The first order was for the Home
Port address and was requested online on [redacted] for a requested start date of
[redacted].  You did not call to cancel this
order until [redacted] and the local utility already had worked your order.  Therefore they charge you an Inadvertent Gain
Fee ([redacted]) because they had to put the service back in the correct resident’s
name. 
 
Your second order was for Apt [redacted] at the [redacted]
address.  You asked for a next day move
in, which is a priority move in.  Because
of this request the local utility has to put a rush on the order to ensure
services start.  You contacted us after
5pm to cancel this order and the local utility was had already scheduled your
order.
 
For both of these addresses you were responsible for the
addresses give and the orders were worked as requested.   Bounce
Energy worked the inadvertent gain requests for you but you are responsible for
the local utility fees which are not Bounce Energy fees, since the local
utility has to work the order and then correct it so the current resident does
not lose power.
 
I have since removed these fees for you.
 
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]
Thank you for your inquiry. 
I attempted to call you on the number listed on your account but it
states the number is disconnected.  I
apologized for the confusion and frustration regarding your $50 Visa Gift
Card.  I am happy to help you understand
what occurred on your account.
On 11/**/13 you qualified for the 12 month reward of a $50
Visa Gift Card or $50 in bill credits with your 12th on time
payment.  You made your selection on the same
day for the $50 Visa Gift Card. 
On 12/**/13 we received an email stating you had not
received your reward.  The agent realized
there was an issue with the reward and sent a ticket to have this
corrected.   
On 1/**/14 you contacted us again regarding your $50 Visa
Gift card.  The agent at the time
attempted to call Mpell solutions to find out why you had not received a
verification email yet.  Mpell was closed
and the issue was escalated to follow up with Mpell.
On 1/13/14 Bounce Energy sent an email to Mpell solutions to
make sure you were on the file to receive a $50 Visa Gift card.
On 2/**/14 we sent another inquiry regarding your account and the $50 Visa Gift Card.  Mpell responded that they had already sent a
Visa Gift Card back in April of 2013, causing the current request to be
rejected. 
I spoke with our Retention Department and advised them on
2/**/14 that the latest request was an additional selection of a $50 Visa Gift
Card.  The Retention team has sent a
request to Mpell Solutions notifying Mpell of the issue and to expedite the $50
Visa Gift Card for you.  You should
receive an email from Mpell Solutions tomorrow, 2/**/14, or Saturday, 2/**/14.   I also requested if we could bypass the verification
email and sent the $50 Visa Gift Card out as soon as possible, I have not
received a response back at this time. 
In conclusion, the selection you made in November should
have triggered the following events.
1.      
A request is sent to our third party fulfillment
group, Mpell Solutions requesting your $50 Visa Gift Card. 
2.      
MPell sends you an email to verify your
information, about 5 to 10 business days. 
3.      
After you respond to the email a gift card is
sent to you, about 4 to 6 weeks.
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 [redacted] at your convenience.  We are glad that you have selected Bounce
Energy for your electricity needs, and apologize for the issues you have had
with your gift card.
Sincerely,
[redacted]
Bounce Energy
*

Ms. [redacted]
Thank you for your response. Please feel free to keep the complaint open, but keep in mind we must respond to the complaint within a 10 day time frame.  You just recently responded to the email and you will receive your reward in 4 to 6 weeks which is outside of the time we have to respond. You can check on the status of your gift card by calling MPell Solutions directly at [redacted].You may re-open the complaint if you do not receive the gift card within the 4 to 6 week time frame of sending your verfication. 
 
Sincerely,
[redacted]
Bounce Energy