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:
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: IssueMs. [redacted]’...

complaint against Cirro Energy concerns a dispute of the [redacted] ([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 12 plan.  This plan offers a Usage Charge of $7.95 per billing cycle when the usage is greater than or equal to 800 kWh or a $0.00 Usage Charge per billing cycle when the usage is less than or equal to 800 kWh, an Energy Charge of 3.8¢ and [redacted] Delivery Charges of $5.47 per month and 4.22¢ per kWh.  The term of this plan is 12 months and it has an Early Cancellation Fee of $150.00 effective April 26, 2016.  On June 28, 2016, an invoice for $181.05 was sent for the billing period of May 24, 2016 throughJune 23, 2016 with Current Charges of $163.63, a Disconnect Notice Fee of $10.00 and a Late Payment Penalty of $7.42 which includes [redacted] Electric Delivery Charges of $85.35.  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 $216.01 was sent for the billing period of June 23, 2016 through July 25, 2016 with Current Charges of $233.43 and Reversed Fees totaling $17.42 which includes [redacted] Electric Delivery Charges of $120.61.  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 $430.64 was sent for the billing period of July 25, 2016 through August 23, 2016 with Current Charges of $214.63 and a Balance Forward of $216.01 which includes [redacted] Electric Delivery Charges of $43.18.  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 $196.83 was sent for the billing period of August 23, 2016 through September 22, 2016 with Current Charges of $196.83 which includes [redacted] Electric Delivery Charges of $107.30.  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 [redacted].  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.

On December 3, 2015, a rebuttal request was received from the Revdex.com of Houston in regards to Case# [redacted], from a consumer by the name of K[redacted]e [redacted] regarding a missing refund check. The rebuttal went unnoticed, Cirro Energy apologies for any inconvenience this may have cause Ms. [redacted]. In review, a refund of $2,110.00 was sent via check to the mailing address on file on December 28, 2015. On December 29, 2015, Ms. [redacted] was contacted regarding her experience. Ms. [redacted] confirmed that she had received a refund of $2110.00.

Pennywise Power’s Response to Revdex.com Case # [redacted]
At Pennywise Power, 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] complaint against Cirro Energy concerns the price plan at [redacted] History
On April 20, 2015, Mr. [redacted] contacted Cirro Energy and requested to change his plan and his request was processed. Mr. [redacted] agreed to enroll in the Cirro Energy Smart Lock 24 plan effective July 16, 2015. This plan offers an Energy Charge of 5.0¢ per kWh, a Base Charge of $9.95 per month when usage is more than 2000 kWh in a billing cycle and Transmission and Distribution Service Provider (TDSP) Delivery Charges which are passed through without mark-up. The term of this plan is 24months and it has an Early Cancellation Fee of $200.00.
Subsequent invoices sent from August 18, 2015 through August 1, 2016 reflect the Cirro Energy Smart Lock 24 plan pricing.
Resolution
Cirro Energy has invoiced Mr. [redacted] account correctly based upon the Terms of Service and in accordance with the Cirro Energy Smart Lock 24 plan EFL. A review of
Mr. [redacted] account determined that he had been invoiced in accordance with her Terms of Service.
On August 17, 2016, a Cirro Energy representative contacted Mr. [redacted] and provided the components of his current price plan. Additionally, as a courtesy, Mr. [redacted] was offer the option to change price plans without a cancellation fee; however, he declined.
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 [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]...

complaint against Cirro Energy concerns a dispute of the July 15, 2016 invoice rate at [redacted].
History
Cirro Energy has served Mr. [redacted] at [redacted] since September 15, 2006.
Mr. [redacted]’s account was enrolled in the Cirro Energy Smart Flex (Variable) plan effective February 21, 2012. The term of this plan is month to month and has no Early Cancellation Fee.
On June 17, 2016, Mr. [redacted] contacted Cirro Energy and requested to change his rate plan at [redacted] and his request was processed. Mr. [redacted] agreed to enroll in the
Cirro Energy Smart Lock Select 12 plan effective within the next 1 to 2 billing cycles. This plan offers an Energy Charge of 4.3¢ per kWh, a Base Charge of $9.95 per month when usage is less than 2,000 kWh in a billing cycle and a Transmission and Distribution Service Provider (TDSP) Delivery Charges which are passed through without mark-up. This plan offers an average price of 7.7¢ per kWh based on an average monthly usage of 2,000 kWh. The term of this plan is 12 months and it has an Early Cancellation Fee of $150.00.
On July 15, 2016, an invoice for $673.16 was sent for the billing period of June 13, 2016 through
July 13, 2016 and reflects Cirro Energy Smart Flex plan pricing.
On July 19, 2016, Mr. [redacted] contacted Cirro Energy regarding the rate reflected on the July 15, 2016 invoice. Mr. [redacted] was provided the explanation that the account was invoiced on the Cirro Energy Smart Flex plan. At that time, Mr. [redacted] disputed the components of the rate; therefore, a request was processed to investigate Mr. [redacted]’s account.
As result of the investigation on July 20, 2016, it was determined that Mr. [redacted]’s account was invoiced correctly; however, as a courtesy his account was rebilled for the billing period of June 13, 2016 through July 13, 2016 to reflect the Cirro Energy Smart Lock Select 12 plan.
Resolution
Cirro Energy has invoiced Mr. [redacted]’s account correctly based upon the Terms of Service and in accordance with the Cirro Energy Smart Flex EFL.
Mr. [redacted]’s previous contract for the Cirro Energy Smart Flex plan was effective through the meter read on or after June 13, 2016. Because the July 15, 2016 invoice was for the billing period of June 13, 2016 through July 13, 2016, Mr. [redacted]’s new contract under the Cirro Energy Smart Lock Select 12 plan would have correctly became effective the next billing cycle.
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:IssueMr. [redacted]'...

complaint against Cirro Energy concerns the assessment of a $25.00 return payment fee for the electric service account at [redacted].HistoryOn August 3, 2016, an invoice for $351.06 was sent for the billing period of June 30, 2016 through August 1, 2016 with Current Charges of $177.86, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $7.49 and a Balance Forward of $155.71 due by August 19, 2016.On August 5, 2016, a payment of $155.71 was processed using Cirro Energy’s online account management (OAM), which posted to Mr. [redacted]’ 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 $155.35 was processed using Cirro Energy’s OAM, which posted to Mr. [redacted]’ 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 $40.00 was sent with a due date of September 2, 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”.Later on August 23, 2016, the August 5, 2016 payment of $155.35 was returned by Mr. [redacted] financial institution.  At that time, a $25.00 Returned Payment Fee was assessed to the account.  On September 3, 2016, Mr. [redacted] contacted Cirro Energy disputing the $25.00 Returned Payment Fee and $25.00.  At that time, a Cirro Energy representative credited $25.00 Returned Payment Fee as a courtesy.ResolutionA review of the account determined that Mr. [redacted]’ account has been invoiced correctly based upon the terms and conditions disclosed on his EFL, as a courtesy the $25.00 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. [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 [redacted]Customer Support 713-488-8614

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, 2015 I filed complaint number [redacted] against Cirro Energy for failure to refund an over payment of $2110.00. On November 19, 2015 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 $2110.00 would be issued on November 23, 2015. As of today we have not received the refund. I 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 $2110.00 mailed to Kathy [redacted] at P.O. Box 1858, Pilot Point, TX 76258.
Regards,

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 against Cirro...

Energy concerns a Deferred Payment Plan that he states was paid off. Mr. [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 set-up the past due balance of $369.95 on a five-month Deferred Payment Plan with a down payment of $184.98 due by September 10, 2015. 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 satisfied. Correspondence confirming the Deferred Payment Plan agreement was sent to Mr. [redacted]'s on September 9, 2015.
On September 8, 2015, a payment of $184.98 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 $387.38 was sent for the billing period of August 6, 2015 through September 4, 2015 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 $17.80 and Current Charges of $322.59.
Payment of $36.99 for the 1st installment of Deferred Payment Plan was not received by the September 9, 2015 invoice due date; therefore, Mr. [redacted]’s Deferred Payment Plan was cancelled on September 28, 2015.
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 $184.97 was due. Mr. [redacted] advised that he was misinformed of the Deferred Payment Plan installment due date. At that time, the Cirro Energy representative offered to set-up the balance of $535.36 on a five-month Deferred Payment Plan with installments of $107.07 due with his future invoices and that a switch hold would be placed on the account until the Deferred Payment Plan was satisfied. Correspondence confirming the Deferred Payment Plan agreement was sent to Mr. [redacted]'s on September 28, 2015.
On October 8, 2015, an invoice for $475.25 was sent for the billing period of September 4, 2015 through October 6, 2015 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 $16.63 and Current Charges of $219.48.
On October 26, 2015, a payment of $475.25 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, 2015 Deferred Payment Plan was satisfied.
On November 6, 2015, an invoice for $275.08 was sent for the billing period of October 6, 2015 through November 4, 2015 with a Deferred Payment Plan Installment of $107.07 and Current Charges of $168.01.
Payment of the $107.07 installment of the Deferred Payment Plan was not received by the November 6, 2015 invoice due date; therefore, Mr. [redacted]’s Deferred Payment Plan was cancelled on November 25, 2015.
On November 30, 2015, a Disconnection Notice for $489.23 was sent due by December 10, 2015.
On December 5, 2015, Ms. [redacted]'s contacted Cirro Energy disputing the November 30, 2015 Disconnection Notice stating that they made a payment of $475.25 to satisfy the Deferred Payment Plan agreement. At 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]'s. Mr. [redacted]'s account has been invoiced based on terms and conditions disclosed in his Terms of Service and the Deferred Payment Plan agreement. In an attempt to resolve this matter, Ms. [redacted] was offered to set-up their account on another Deferred Payment Plan. On December 8, 2015, a payment of $275.08 posted to Ms. [redacted]’s account and the remaining past due amount of $162.52 was set-up on a three-month Deferred Payment Plan with installments of $54.17 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 below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Deidra [redacted]
Customer Support
713-488-8681

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,
 
This isnot the first time Cirro try to create late fee and additional charge for extra profits.
First when I sign up for service I was told one monthly delivery fee is $45 after 30-days of service they send the contract agreement said otherwise. 
Second I pay my bill in timely mannner with copy from my bank show the date is paid and Cirro still try to add on late and disconnect fees for extra profits.
Third twice Cirro bill me for an estimate KW usage for extra profits during the Christmas holiday season because they don't know that I was visiting grandchildren and I have no Christmas light but the bill is three times more than normal.