Cirro Energy

Cirro Energy’s Response to Revdex.com Case # [redacted] At Cirro Energy, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: IssueMs [redacted] ’ complaint against Cirro Energy concerns a dispute of the [redacted] (***) Delivery Charges invoiced for the service address at [redacted] ***.HistoryOn March 21, 2016, Ms [redacted] contacted Cirro Energy and agreed to enroll on the Cirro Energy Smart Saver Select plan This plan offers a Usage Charge of $per billing cycle when the usage is greater than or equal to kWh or a $Usage Charge per billing cycle when the usage is less than or equal to kWh, an Energy Charge of 3.8¢ and [redacted] Delivery Charges of $per month and 4.22¢ per kWh The term of this plan is months and it has an Early Cancellation Fee of $effective April 26, On June 28, 2016, an invoice for $was sent for the billing period of May 24, throughJune 23, with Current Charges of $163.63, a Disconnect Notice Fee of $and a Late Payment Penalty of $which includes [redacted] Electric Delivery Charges of $ This invoice states, “ [redacted] ELECTRIC DELIVERY UPDATE - The last time [redacted] changed its charges affecting the Delivery Charges line item on this account was March 1, 2016.” On August 18, 2016, a corrected invoice for $was sent for the billing period of June 23, through July 25, with Current Charges of $and Reversed Fees totaling $which includes [redacted] Electric Delivery Charges of $ This invoice states, “ [redacted] ELECTRIC DELIVERY UPDATE - The last time [redacted] changed its charges affecting the Delivery Charges line item on this account was March 1, 2016.”On August 18, 2016, an invoice for $was sent for the billing period of July 25, through August 23, with Current Charges of $and a Balance Forward of $which includes [redacted] Electric Delivery Charges of $ This invoice states, “ [redacted] ELECTRIC DELIVERY UPDATE - The last time [redacted] changed its charges affecting the Delivery Charges line item on this account was March 1, 2016.”On September 27, 2016, an invoice for $was sent for the billing period of August 23, through September 22, with Current Charges of $which includes [redacted] Electric Delivery Charges of $ This invoice states, “ [redacted] ELECTRIC DELIVERY UPDATE - The last time [redacted] changed its charges affecting the Delivery Charges line item on this account was September 1, 2016.”On October 18, 2016, Ms [redacted] contacted Cirro Energy regarding the delivery charges assessed from *** At that time, a Cirro Energy representative provided an explanation of the pricing components used to calculate the [redacted] Delivery Charges ResolutionA review of Ms [redacted] ’ account confirmed that Cirro Energy has invoiced her account in accordance with her EFL and Terms of Service and based on the delivery charges received from [redacted] for her premise

Cirro Energy’s Response to Revdex.com Case [redacted] At Cirro Energy, we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressedPlease see below for a summary of our findings: Issue Ms [redacted] complaint against Cirro Energy concerns the timeframe to receive a credit balance refund for the service address of River Ridge CourtHistory On August 24, 2015, a final invoice for $was sent for the billing period of August 6, through August 20, due by September 9, On September 18, 2015, a payment posted to Ms [redacted] Cirro Energy account in the amount $2,348.78, which left a remaining credit balance of $2,Additionally, Ms [redacted] contacted Cirro Energy to advise that she had inadvertently entered in the incorrect amount through her online bill pay service while processing her final payment to Cirro Energy and requested a refundA Cirro Energy representative advised Ms [redacted] that a credit balance refund of $2,had been requested and that she would receive a refund in business daysMs [redacted] should have been advised that a refund check could not be requested until calendar days after the payment postedMultiple contacts were received from Ms [redacted] from September 18, through November 10, regarding the status of her credit balance refundMs [redacted] was advised that her credit balance refund of $2,had been requestedOn November 11, 2015, a request was submitted to Cirro Energy’s Credit Department requesting that a refund check be sent to Ms [redacted] On November 17, 2015, Cirro Energy’s Credit Department processed Ms [redacted] credit balance refund requestA refund of $2,will be sent via check to the mailing address on file on November 23, Resolution Cirro Energy apologizes for any inconvenience or miscommunication Ms [redacted] may have experienced regarding the timeframe to receive her credit balance refundCirro Energy’s Credit Department has processed Ms [redacted] credit balance refund requestA refund of $2,will be sent via check to the mailing address on file on November 23, A Cirro Energy representative attempted to contact Ms [redacted] regarding her refund concern however, the attempts were unsuccessfulMessages providing the Cirro Energy representative contact information were left for further discussion of Ms [redacted] account if neededFor any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.mYomeko Burks Customer Support 713-488-

Cirro Energy’s Response to Revdex.com Case # [redacted] At Cirro Energy, we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Ms [redacted] complaint against Cirro Energy concerns the assessment of a $charge for the electric service account at [redacted] History On May 20, 2016, an invoice for $was sent for the billing period of April 19, through May 18, due by June 6, On May 27, 2016, a payment of $was processed using Cirro Energy’s online account management (OAM), which posted to Ms [redacted] account and was applied to the invoice sent on September 30, On June 2, 2016, a payment of $was processed using Cirro Energy’s OAM, which posted to Ms [redacted] account, resulting and a credit balance of -$ On June 21, 2016, an invoice for $was sent for the billing period of May 18, through June 17, with Current Charges of $and a Credit Balance from a previous payment of -$due by July 7, Later on June 21, 2016, the June 3, payment of $was returned by Ms [redacted] financial institutionAt that time, a $Returned Payment Fee was assessed to the accountA correspondence was sent to Mr [redacted] on June 22, providing her with her account status On June 23, 2016, a disconnection notice for $was sent with a due date of July 5, Additionally, the Disconnection Notice included the following disclosure: “If you do not pay the past due amount by July 5, 2016, you will also be assessed a Disconnect Recovery Charge of $25.00” The June 23, 2016, disconnect notice was not paid by the due date; therefore, a $Disconnect Recovery Charge was assessed to Ms [redacted] account On July 11, 2016, multiple contacts were received from Ms [redacted] disputing the $Returned Payment Fee and $Disconnect Recovery ChargeAt that time, a Cirro Energy representative credited $Returned Payment Fee and $Disconnect Recovery Charge were credited as a courtesy Resolution Cirro Energy apologizes for any confusion or inconvenience these proceedings may have caused Ms [redacted] A review of the account determined that Ms [redacted] account has been credited a $Returned Payment Fee and $Disconnect Recovery Charge A Cirro Energy representative attempted to contact Ms [redacted] regarding her concern; however, the contact number listed on her account is invalidAn e-mail message providing the Cirro Energy representative’s contact information was to [redacted] .com for further discussion of Ms [redacted] account if needed Yomeko [redacted] Customer Support [redacted]

Cirro Energy’s Response to Revdex.com Case # [redacted] At Cirro Energy, we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressedPlease see below for a summary of our findings: Issue Ms [redacted] complaint against Cirro Energy concerns the assessment of a $charge for the electric service account at [redacted] History On May 20, 2016, an invoice for $was sent for the billing period of April 19, through May 18, due by June 6, On May 27, 2016, a payment of $was processed using Cirro Energy’s online account management (OAM), which posted to Ms [redacted] account and was applied to the invoice sent on September 30, On June 2, 2016, a payment of $was processed using Cirro Energy’s OAM, which posted to Ms [redacted] account, resulting and a credit balance of -$ On June 21, 2016, an invoice for $was sent for the billing period of May 18, through June 17, with Current Charges of $and a Credit Balance from a previous payment of -$due by July 7, Later on June 21, 2016, the June 3, payment of $was returned by Ms [redacted] financial institutionAt that time, a $Returned Payment Fee was assessed to the accountA correspondence was sent to Mr [redacted] on June 22, providing her with her account status On June 23, 2016, a disconnection notice for $was sent with a due date of July 5, Additionally, the Disconnection Notice included the following disclosure: “If you do not pay the past due amount by July 5, 2016, you will also be assessed a Disconnect Recovery Charge of $25.00” The June 23, 2016, disconnect notice was not paid by the due date; therefore, a $Disconnect Recovery Charge was assessed to Ms [redacted] account On July 11, 2016, multiple contacts were received from Ms [redacted] disputing the $Returned Payment Fee and $Disconnect Recovery ChargeAt that time, a Cirro Energy representative credited $Returned Payment Fee and $Disconnect Recovery Charge were credited as a courtesy Resolution Cirro Energy apologizes for any confusion or inconvenience these proceedings may have caused Ms [redacted] A review of the account determined that Ms [redacted] account has been credited a $Returned Payment Fee and $Disconnect Recovery Charge A Cirro Energy representative attempted to contact Ms [redacted] regarding her concern; however, the contact number listed on her account is invalidAn e-mail message providing the Cirro Energy representative’s contact information was to [redacted] .com for further discussion of Ms [redacted] account if needed Yomeko [redacted] Customer Support [redacted]

Cirro Energy’s Response to Revdex.com Case # [redacted] At Cirro Energy, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] ’s complaint concerns a Cirro Energy representative refusing to allow him to speak with a manager in reference to his electric service at Arbor Creek Drive History On October 10, 2015, Mr [redacted] contacted Cirro Energy to express his dissatisfaction regarding a Disconnection Notice that was sent to him Additionally, Mr [redacted] requested to speak with a manager A Cirro Energy representative requested to know the reason why a manger was needed; Mr [redacted] declined to provide a reason for his request The Cirro Energy representative incorrectly advised Mr [redacted] that he needed an explanation of his request prior to connecting him to a manager The Cirro Energy representative should have connected Mr [redacted] ’s call to a manager per his request Resolution Cirro Energy apologizes for any inconvenience or confusion these proceedings may have caused Mr [redacted] On October 14, 2015, a Cirro Energy representative contacted Mr [redacted] and provided him with an explanation regarding his account status Additionally, a $account credit was applied to the account as a courtesy for Mr [redacted] ’s experience For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Yomeko B [redacted] Customer Support 713-488-

Cirro Energy Response to Revdex.com Case # [redacted] Rebuttal Cirro Energy regrets any inconvenience these proceedings may have caused Ms [redacted] and we understand Ms [redacted] ’ concerns regarding the [redacted] (***) Delivery Charges invoiced for the service address at [redacted] ***While we understand Ms [redacted] concerns regarding the [redacted] (***) Delivery Charges Cirro Energy has invoiced Ms [redacted] ’ account in accordance with her EFL and Terms of Service [redacted] is the entity responsible for reading Ms [redacted] ’ meter and delivering accurate meter readings including delivery charges to Cirro Energy for billing Cirro Energy is not in a position to determine whether or not the delivery charges were accurate for electricity service; Cirro Energy simply billed Ms [redacted] based on information provided by *** As such, no adjustments are warranted For any additional questions about this concern, please contact me at 713-488- I am available Monday through Friday from 8:a.mto 5:p.m

Cirro Energy’s Response to Revdex.com Case # [redacted] At Cirro Energy, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings:IssueMr***' complaint against Cirro Energy concerns the assessment of a $return payment fee for the electric service account at [redacted] ***.HistoryOn August 3, 2016, an invoice for $was sent for the billing period of June 30, through August 1, with Current Charges of $177.86, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $and a Balance Forward of $due by August 19, 2016.On August 5, 2016, a payment of $was processed using Cirro Energy’s online account management (OAM), which posted to Mr***’ account and was applied to the invoice sent on August 3, 2016, resulting and a balance of $195.35.Later on August 5, 2016, an additional payment was received of $was processed using Cirro Energy’s OAM, which posted to Mr***’ account and was applied to the invoice sent on August 3, 2016, resulting and a balance of $40.00.On August 23, 2016, a disconnection notice for $was sent with a due date of September 2, Additionally, the Disconnection Notice included the following disclosure: “If you do not pay the past due amount by July 5, 2016, you will also be assessed a Disconnect Recovery Charge of $25.00”.Later on August 23, 2016, the August 5, payment of $was returned by Mr [redacted] financial institution At that time, a $Returned Payment Fee was assessed to the account On September 3, 2016, Mr [redacted] contacted Cirro Energy disputing the $Returned Payment Fee and $ At that time, a Cirro Energy representative credited $Returned Payment Fee as a courtesy.ResolutionA review of the account determined that Mr***’ account has been invoiced correctly based upon the terms and conditions disclosed on his EFL, as a courtesy the $Returned Payment Fee.has been credited.A Cirro Energy representative attempted to contact Mr [redacted] regarding his concern; however, the attempts were unsuccessful Messages providing the Cirro Energy representative’s contact information were left for further discussion of Mr***’ account if needed.For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Yomeko ***Customer Support 713-488-

Cirro Energy’s Response to Revdex.com Case # [redacted] At Cirro Energy, we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressedPlease see below for a summary of our findings: Issue Mr [redacted] 's complaint against Cirro Energy concerns a Deferred Payment Plan that he states was paid offMr [redacted] 's is disputing the invoiced billing and charges for his electric service account History On September 8, 2015, Mr [redacted] 's contacted Cirro Energy requesting payment arrangements and agreed to sthe past due balance of $on a five-month Deferred Payment Plan with a down payment of $due by September 10, Additionally, Mr [redacted] was advised that each installment will be due with his future invoices and that a switch hold would be placed on the account until the Deferred Payment Plan was satisfiedCorrespondence confirming the Deferred Payment Plan agreement was sent to Mr [redacted] 's on September 9, On September 8, 2015, a payment of $was applied to Mr [redacted] 's electric service account resulting in the activation of his Deferred Payment Plan On September 9, 2015, an invoice for $was sent for the billing period of August 6, through September 4, with a Balance Forward of $184.97, a Transfer to Deferred Payment Plan credit of $184.97, a Deferred Payment Plan Installment of $36.99, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $and Current Charges of $ Payment of $for the 1st installment of Deferred Payment Plan was not received by the September 9, invoice due date; therefore, Mr [redacted] ’s Deferred Payment Plan was cancelled on September 28, On September 28, 2015, Mr [redacted] 's contacted Cirro Energy requesting information on his Deferred Payment Plan and he was advised that the Deferred Payment Plan cancelled due to non-payment and the remaining amount on the Deferred Payment Plan of $was dueMr [redacted] advised that he was misinformed of the Deferred Payment Plan installment due dateAt that time, the Cirro Energy representative offered to sthe balance of $on a five-month Deferred Payment Plan with installments of $due with his future invoices and that a switch hold would be placed on the account until the Deferred Payment Plan was satisfiedCorrespondence confirming the Deferred Payment Plan agreement was sent to Mr [redacted] 's on September 28, On October 8, 2015, an invoice for $was sent for the billing period of September 4, through October 6, with a Balance Forward of $387.38, a Deferred Payment Plan Cancelled of $147.98, a Transfer to Deferred Payment Plan credit of $535.36, a Deferred Payment Plan Installment of $214.14, a Disconnect Recovery Charge of $25.00, a Late Payment Penalty of $and Current Charges of $ On October 26, 2015, a payment of $posted to Mr [redacted] 's account On October 31, 2015, a Switch Hold Release letter was sent to Mr [redacted] 's because the balance on the September 8, Deferred Payment Plan was satisfied On November 6, 2015, an invoice for $was sent for the billing period of October 6, through November 4, with a Deferred Payment Plan Installment of $and Current Charges of $ Payment of the $installment of the Deferred Payment Plan was not received by the November 6, invoice due date; therefore, Mr [redacted] ’s Deferred Payment Plan was cancelled on November 25, On November 30, 2015, a Disconnection Notice for $was sent due by December 10, On December 5, 2015, Ms [redacted] 's contacted Cirro Energy disputing the November 30, Disconnection Notice stating that they made a payment of $to satisfy the Deferred Payment Plan agreementAt that time, Ms [redacted] 's was provided with an explanation of their account billing and charges Resolution Cirro Energy regrets any inconvenience these proceedings may have caused Mr [redacted] 'sMr [redacted] 's account has been invoiced based on terms and conditions disclosed in his Terms of Service and the Deferred Payment Plan agreementIn an attempt to resolve this matter, Ms [redacted] was offered to stheir account on another Deferred Payment PlanOn December 8, 2015, a payment of $posted to Ms [redacted] ’s account and the remaining past due amount of $was son a three-month Deferred Payment Plan with installments of $due with their future invoices and she was advised that a switch hold would remain on the account until the Deferred Payment Plan was satisfied For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Deidra [redacted] Customer Support 713-488-

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 Complaint Detail / Problem Complaint Type: Refund / Exchange Issues select Problem: On November 10, I filed complaint number [redacted] against Cirro Energy for failure to refund an over payment of $On November 19, I received an email from Revdex.com OF Metropolitan Houston stating Cirro Energy processed a credit balance request for the refund and a check for $would be issued on November 23, As of today we have not received the refundI am submitting another complaint for the failure of Cirro Energy to issues refund Translate Desired Resolution / Outcome Desired Resolution: Refund select Desired Outcome: An immediate refund in the full amount of $mailed to Kathy [redacted] at P.OBox 1858, Pilot Point, TX 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

Sent: Friday, October 21, 4:PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** Good Afternoon, Cirro Energy’s Response to Revdex.com Case
#*** At Cirro Energy, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings: Issue Mr*** is requesting to cancel the electric service at *** *** *** without being assessed an early cancellation feeHistory On August 22, 2016, Mr*** contacted Cirro Energy and agreed to enroll electric service at *** *** *** to Cirro Energy effective August 23, 2016. Mr*** agreed to enroll on the Cirro Energy’s Smart Value plan. This plan offers an energy charge of $cents per kWh. The term of this plan is months and has an Early Cancellation Fee of $200.00. On September 27, an invoice for $was sent for the billing period of August 23, through September 22, due by October 13, 2016. September 30, 2016, Cirro Energy received notification of a move-out due to a morequest form another retail electric provider (REP) at *** *** ***, resulting in the closure of Mr*** account effective October 1, On October 5, 2016, a final invoice for $was sent for the final billing period of September 22, through October 1, with Current Charges of $and a Balance Forward of $due by October 21, Resolution A review of the account determined that Mr*** account has been invoiced correctly based upon the terms and conditions disclosed on his EFL. Additionally, Mr*** has not been assessed an early cancellation fee. There is not a cancellation penalty if the customer account closes due to a move-out request For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
Yomeko *** Sr.Customer Support and Market Relations *** *** *** ** ***
***

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Cirro Energy’s Response to Revdex.com Case # ***
At Cirro Energy, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Mr*** is disputing the invoiced billing for his electric service at *** *** *** ***
History
On June 1, 2015, an online request was received from Mr*** to enroll in the Average Billing program. Correspondence was emailed to Mr*** at *** confirming his enrollment on the Average Billing program on June 2, Additionally, the correspondence included an explanation of the Average Billing program
On June 3, 2015, an invoice for $was sent for the billing period of April 29, through May 29, with Total Current Charges of $107.74.
On July 2, 2015, an invoice for $was sent for the billing period of May 29, through June 29, with Total Current Charges of $139.19.
On August 3, 2015, an invoice for $was sent for the billing period of June 29, through July 29, with Total Current Charges of $
Cirro Energy received multiple contacts from Mr*** from August 4, through August 17, disputing the price plan, stating that he enrolled in a fixed price plan two months prior. Cirro Energy representatives advised Mr*** that account records do not reflect a request to change his price plan and provided Mr*** with an explanation of the Cirro Smart Flex planAdditionally, Cirro Energy representatives explained Mr***’s invoices and billingAn investigation was submitted to review Mr***’s account
On August 20, 2015, a Cirro Energy representative contacted Mr*** in regards to his dispute and advised that account records do not reflect a request to change his price planMr*** advised that he would send documentation of confirmation of his request to change his price plan via emailThe Cirro Energy representative provided Mr*** an email address to send the documentation and advised that the investigation is pending
On August 24, 2015, Cirro Energy received price plan details and usage information documentation via email from Mr***
Resolution
Cirro Energy apologizes for any inconvenience or confusion these proceedings may have caused Mr***. At this time, Mr***’s account is still pending investigation. Mr*** will be provided an update once the issue has been completed
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
Yomeko ***
Customer Support
713-488-

"TEXT-ALIGN: justify; MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal">Cirro Energy’s Response to Revdex.com Case #***
At Cirro Energy, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Mr***’s complaint concerns a Cirro Energy representative refusing to allow him to speak with a manager in reference to his electric service at Arbor Creek Drive.
History
On October 10, 2015, Mr*** contacted Cirro Energy to express his dissatisfaction regarding a Disconnection Notice that was sent to him. Additionally, Mr*** requested to speak with a manager. A Cirro Energy representative requested to know the reason why a manger was needed; Mr*** declined to provide a reason for his request. The Cirro Energy representative incorrectly advised Mr*** that he needed an explanation of his request prior to connecting him to a manager. The Cirro Energy representative should have connected Mr***’s call to a manager per his request
Resolution
Cirro Energy apologizes for any inconvenience or confusion these proceedings may have caused
Mr***. On October 14, 2015, a Cirro Energy representative contacted Mr*** and provided him with an explanation regarding his account status Additionally, a $account credit was applied to the account as a courtesy for Mr***’s experience
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
Yomeko B***
Customer Support
713-488-

"TEXT-ALIGN: justify; MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal">Cirro Energy’s Response to Revdex.com Case # ***
At Cirro Energy, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms***'s complaint against Cirro Energy concerns her request to remove a switch hold for the electric service account at *** *** ***Ms*** states that she was not provided notice of the switch hold and is requesting further assistance with this matterAdditionally, Ms*** disputes the invoiced charges from July 9, through August 7,
History
On August 11, 2015, an invoice for $was sent for the billing period of July 9, through August 7, with a Balance Forward of $283.30, Credit for a Disconnect Notice Fee of $10.00, Credit for Disconnect Recovery Charges totaling $75.00, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $and Current Charges of $229.19.
On August 13, 2015, Ms*** contacted Cirro Energy requesting a deferred payment plan for the past due balance of $and her request was processedMs*** agreed to set up a five month deferred payment plan with a down payment of $due by August 21, Ms*** was advised that a switch hold would be placed on the account until the deferred payment plan was satisfiedConfirmation of the deferred payment plan agreement was sent on August 13, and a switch-hold was placed on the account
On October 20, 2015, a Cirro Energy representative submitted a request to Oncor Electric Delivery Company (Oncor) to verify the accuracy of the meter readings from July 9, through August 7,
On October 30, 2015, a response was received from Oncor advising that the readings submitted for billing were accurate
Resolution
Cirro Energy apologizes for any inconvenience or confusion these proceedings may have caused Ms***. However, a review of Ms***’s account confirms that she has been invoiced in accordance with her Terms of Service. Additionally, as disclosed on the Deferred Payment Agreement Confirmation, “Failure to make payment in accordance with the terms of the agreement of this agreement. Upon default of any month’s payment or upon termination, disconnection or cancellation of the electric service, the entire unpaid balance shall become due and owing at once”
On November 2, 2015, a Cirro Energy representative contacted Ms*** and provided her the account status, in order for the switch hold to be removed from the account
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
Yomeko B***
Customer Support
713-488-

Sent: Monday, August 08, 2016 3:33 PM Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] Good Afternoon, Cirro Energy apologizes for any confusion or inconvenience these proceedings may have caused Ms. [redacted].  A review of the account determined that Ms. [redacted] account has been credited a $25.00 Returned Payment Fee and $25.00 Disconnect Recovery Charge totaling $50.00 as a courtesy. On July 11, 2016, all fees associated with the May 20, 2016 invoice not being paid by the due date were credited. A Cirro Energy representative attempted to contact Ms. [redacted] regarding her concern; however, the contact number listed on her account is invalid.  An e-mail message providing the Cirro Energy representative’s contact information was to [redacted].com for further discussion of Ms. [redacted] account if needed. Yomeko [redacted] Customer Support 713-488-8614

Cirro Energy’s Response to Revdex.com Case # [redacted] At Cirro Energy, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. ...

Please see below for a summary of our findings:
Issue
Ms. [redacted] complaint against Cirro Energy concerns the assessment of a $25.00 charge for the electric service account at [redacted] History
On May 20, 2016, an invoice for $77.12 was sent for the billing period of April 19, 2016 through May 18, 2016 due by June 6, 2016.
On May 27, 2016, a payment of $77.12 was processed using Cirro Energy’s online account management (OAM), which posted to Ms. [redacted] account and was applied to the invoice sent on September 30, 2015.
On June 2, 2016, a payment of $77.12 was processed using Cirro Energy’s OAM, which posted to Ms. [redacted] account, resulting and a credit balance of -$77.12.
On June 21, 2016, an invoice for $16.09 was sent for the billing period of May 18, 2016 through June 17, 2016 with Current Charges of $93.21 and a Credit Balance from a previous payment of -$77.12 due by July 7, 2016.
Later on June 21, 2016, the June 3, 2016 payment of $77.12 was returned by Ms. [redacted] financial institution. At that time, a $25.00 Returned Payment Fee was assessed to the account. A correspondence was sent to Mr. [redacted] on June 22, 2016 providing her with her account status.
On June 23, 2016, a disconnection notice for $77.12 was sent with a due date of July 5, 2016. Additionally, the Disconnection Notice included the following disclosure:
“If you do not pay the past due amount by July 5, 2016, you will also be assessed a Disconnect Recovery Charge of $25.00”.
The June 23, 2016, disconnect notice was not paid by the due date; therefore, a $25.00 Disconnect Recovery Charge was assessed to Ms. [redacted] account.
On July 11, 2016, multiple contacts were received from Ms. [redacted] disputing the $25.00 Returned Payment Fee and $25.00 Disconnect Recovery Charge. At that time, a Cirro Energy representative credited $25.00 Returned Payment Fee and $25.00 Disconnect Recovery Charge were credited as a courtesy.
Resolution
Cirro Energy apologizes for any confusion or inconvenience these proceedings may have caused Ms. [redacted]. A review of the account determined that Ms. [redacted] account has been credited a $25.00 Returned Payment Fee and $25.00 Disconnect Recovery Charge.
A Cirro Energy representative attempted to contact Ms. [redacted] regarding her concern; however, the contact number listed on her account is invalid. An e-mail message providing the Cirro Energy representative’s contact information was to [redacted].com for further discussion of Ms. [redacted] account if needed.
Yomeko [redacted] Customer Support
[redacted]

Cirro Energy’s Response to Revdex.com Case [redacted] At Cirro Energy, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings: Issue Ms. [redacted] complaint against Cirro Energy...

concerns the timeframe to receive a credit balance refund for the service address of 5754 River Ridge Court. History On August 24, 2015, a final invoice for $238.78 was sent for the billing period of August 6, 2015 through August 20, 2015 due by September 9, 2015. On September 18, 2015, a payment posted to Ms. [redacted] Cirro Energy account in the amount $2,348.78, which left a remaining credit balance of $2,110.00. Additionally, Ms. [redacted] contacted Cirro Energy to advise that she had inadvertently entered in the incorrect amount through her online bill pay service while processing her final payment to Cirro Energy and requested a refund. A Cirro Energy representative advised Ms. [redacted] that a credit balance refund of $2,110.00 had been requested and that she would receive a refund in 10 business days. Ms. [redacted] should have been advised that a refund check could not be requested until 10 calendar days after the payment posted. Multiple contacts were received from Ms. [redacted] from September 18, 2015 through November 10, 2015 regarding the status of her credit balance refund. Ms. [redacted] was advised that her credit balance refund of $2,110.00 had been requested. On November 11, 2015, a request was submitted to Cirro Energy’s Credit Department requesting that a refund check be sent to Ms. [redacted]. On November 17, 2015, Cirro Energy’s Credit Department processed Ms. [redacted] credit balance refund request. A refund of $2,110.00 will be sent via check to the mailing address on file on November 23, 2015. Resolution Cirro Energy apologizes for any inconvenience or miscommunication Ms. [redacted] may have experienced regarding the timeframe to receive her credit balance refund. Cirro Energy’s Credit Department has processed Ms. [redacted] credit balance refund request. A refund of $2,110.00 will be sent via check to the mailing address on file on November 23, 2015. A Cirro Energy representative attempted to contact Ms. [redacted] regarding her refund concern however, the attempts were unsuccessful. Messages providing the Cirro Energy representative contact information were left for further discussion of Ms. [redacted] account if needed. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. Yomeko Burks Customer Support 713-488-8614

Cirro Energy’s Response to Revdex.com Case # [redacted]
At Cirro Energy, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
Issue
[redacted] complaint against Cirro Energy concerns an old account that was referred to an collection agency.  Ms. [redacted] states that she has paid her balance in full but Cirro Energy has not informed the collection agency.  Ms. [redacted] is requesting further assistance with this matter.
History
On June 6, 2013, a notification was received advising that the electric service account at [redacted] was switching to another retail electric provider (REP) effective June 7, 2013.
On June 20, 2013, a final invoice for $390.86 was sent for the final billing period which included an Early Cancellation Fee of $150.00. 
Payment did not post to  Ms. [redacted]'s account; therefore, the outstanding balance of $390.86  was referred to a third party collections agency on August 23, 2013.
On August 19, 2014, a payment of $16.86 posted to Ms. [redacted]'s account. 
On October 6, 2014, a payment of $16.00 posted to Ms. [redacted]'s account.
On October 14, 2014, a payment of $16.00 posted to Ms. [redacted]'s account.
On November 13, 2014, a payment of $60.00 posted to Ms. [redacted]'s account.
On march 16, 2015, a payment of $50.00 posted to Ms. [redacted]'s account.
On April 17, 2015, a payment of $50.00 posted to Ms. [redacted]'s account.
On May 11, 2015, a payment of $50.00 posted to Ms. [redacted]'s account.
On June 8, 2015, a payment of $50.00 posted to Ms. [redacted]'s account
Resolution
Cirro Energy regrets any inconvenience these proceedings may have caused Ms. [redacted] and we understand her concerns in making sure that her account is removed from the collection agency once paid in full.
The issue remains pending at this time. Ms. [redacted] will be contacted after further research is completed.  For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
Deidra Williams
Customer Support
713-488-8681

DONT CONTRACT THROUGH THEM! BAD CUSTOMER SERVICE and in my mind fraudulent. We were closing on a house on Thursday May 26th. MOve in May 27th. I called monday afternoon to set up service. The rep talked me into setting up service on thursday the 26th because they have until midnight to turn on power. I wanted to make sure that we had power on day of move in and she said she couldnt guarentee unless I scheduled for the day before. So I did. Our closing date got pushed out as of wednesday evening to Tuesday May 31st. I immidiately called them to reschedule turn on and they said that they could not reschedule, I spoke to multiple people including a Manager named Carlos. They said that I would be billed for set up, and for 48 hours of use before shut off. I explained to them that the sellers will still be living in this house. They basically said that wasnt their problem. So now I am paying for turn on, the sellers electric bill for 48 hours and then the sellers will have to call and have their electric turned back on for 48 hours before they move out. They did not care that I refused to sign a new contract with a new set up date. I will make sure that everyone I know and my realtor knows to not use this company. Their are other companies thay are comparable.

Cirro Energy Response to Revdex.com Case # [redacted] Rebuttal Cirro Energy regrets any inconvenience these proceedings may have caused Ms. [redacted] and we understand Ms. [redacted]’ concerns regarding the [redacted] ([redacted]) Delivery Charges invoiced for the service address at [redacted].. While we understand Ms. [redacted] concerns regarding the [redacted] ([redacted]) Delivery Charges.  Cirro Energy has invoiced Ms. [redacted]’ account in accordance with her EFL and Terms of Service.  [redacted] is the entity responsible for reading Ms. [redacted]’ meter and delivering accurate meter readings including delivery charges to Cirro Energy for billing.  Cirro Energy is not in a position to determine whether or not the delivery charges were accurate for electricity service; Cirro Energy simply billed Ms. [redacted] based on information provided by [redacted].  As such, no adjustments are warranted.  For any additional questions about this concern, please contact me at 713-488-8614.  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.