Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for the address of [redacted] for [redacted].
Our office contacted and spoke with Ms. [redacted] on 7/20/2015. Ms. [redacted] issue was forwarded to our CNP Claims Department...
immediately for investigation. Please note our investigation is still pending at this time; however upon completion we will gladly forward you our final response hopefully by the end of this week. Please know your patience in this matter is greatly appreciated.
Respectfully,
Shauntee [redacted]
This is in response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] regarding the premise at [redacted].
Upon receipt of the complaint, we immediately forwarded Mr. [redacted] request to our CenterPoint Energy Claims Department for handling. An...
investigation was immediately launched.
We received a confirmation email that the claim was assigned on 08/10/15, to Claims Representative, [redacted]. On this same day a crew was sent to the customer's premise to make the necessary repairs. Mr. [redacted] informed our office that he was successful in speaking with Mr. [redacted] and confirmed the customer was extremely satisfied with the prompt attention given by our field personnel on the repairs to his yard and advised that the sprinkler system is working fine. An offer was also made to send a vendor out to lay some sod and the customer declined. He stated he was satisfied and the grass would grow back. Mr. [redacted] was quite satisfied with the outcome and was glad that his sprinkler system is working.
An apology was also extended to Mr. [redacted] for the amount of time it has taken to resolve this issue as well as the incorrect phone number that he was provided for the Claims Department. Mr. [redacted] was assured that expectations for improvement have been clearly communicated to the agent involved. Mr. [redacted] was receptive to the information provided and thanked Mr. [redacted] for the prompt attention given to address his concerns. Mr. [redacted] also provided the customer his direct contact information should he have any further concerns.
We sincerely apologize for any inconvenience that this matter may have caused Mr. [redacted] and we thank him for allowing us the opportunity to address his concerns. We value Mr. [redacted] as our customer and we look forward to serving him better in the future.
Respectfully,
Natalie [redacted]
CenterPoint Energy
This is in response to the complaint #[redacted] submitted by [redacted] residing at [redacted]. Please know that after a thorough investigation, we discovered that the errors made concerning the returned checks were self-initiated. Within the last 12 months...
all of the payments that cleared were researched to confirm how the payment was made and from what banking institution. It was confirmed that the same banking institution was used but not the same checking account information. There may have been one too many zeros in the account number entered. Unfortunately there have been two returned items on this account which the account has been flagged to not accept any checks for payments for a 12 months period. Other alternatives to make a payment would be to pay in cash at a payment location or with a credit card payment on-line or over the phone. Additionally, since the last two payments where returned, the disconnection for non-payment is valid. Therefore we would be unable to refund or waive the reconnection fees. The account will be eligible to accept check payments as of January 2018. RegardsCenterPoint Energy
This is in response to Revdex.com complaint# [redacted] submitted by [redacted] regarding the premise at [redacted]
We were able to determine that on 08/31/15, [redacted] spoke with [redacted] and explained our policy regarding storm debris and restoration effort...
in detail. It was determined that the tree limbs were cut due to storm related outages. It is CenterPoint Energy’s policy that the property owner are responsible for clearing debris resulting from emergency tree trimming for service restoration caused by fallen/broken trees, following routine inclement weather, or in the immediate aftermath of a major storm or other natural disaster.
However, in resolution to this issue we are glad to report that on 09/04/15, [redacted] informed our office that a management decision was made to amicably resolve the issue with the customer and the debris was removed as a onetime courtesy. [redacted] advised that in the future, during storm/restoration, we regret the debris would remain based on CenterPoint Energy policy. [redacted] was unsuccessful in making contact with [redacted] on Friday, 09/04/15, and he left a voice mail message along with his contact information for the customer to contact him at her convenience.
We sincerely apologize for any inconvenience that this matter may have caused [redacted] and we thank her for allowing us the opportunity to address her concern. We value [redacted] as our customer and we look forward to serving her better in the future.
Respectfully,
Natalie E[redacted]
CenterPoint Energy
This is response to Revdex.com complaint# [redacted] submitted by [redacted], [redacted].
We were successful in speaking with [redacted] on today [redacted]. On [redacted] it was determined [redacted]'s account was classified as commercial however it is a residential home. ...
The rate was changed to residential and the invoices were adjustment from [redacted] to present created a credit of $151.74. We explained that our billing department will also make the adjustments for [redacted] and the adjustment would be reflected on the next invoice. [redacted] thanked us for assisting with his concern.
We sincerely apologize for any inconvenience experienced due to this issue and value [redacted] as one of our loyal customers.
Respectfully,
[redacted]
This is in response to Revdex.com complaint# [redacted] submitted by [redacted] [redacted] residing at [redacted].According to our records a claim has been setup and assigned to an adjuster. A message has been left for Mr. [redacted]. If he has any additional concerns we would recommend he call our Claims Department at 713-207-7722. Respectfully, CenterPoint 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.
When we called and did indeed pay the amount requested there were no instructions to please hold while we connect you with a representative to schedule your reconnection. It was after business hours so no customer service agent was available to talk just the autimated system. This is why there was no record of reconnection request. My suggestion is to not send out a generic email like a customer service supervisor explained when a disconnection is possible. We had paid a bill in January and February wasn't like we were hundresds of dollars behind but a mispayment of $25 insread of $55 in February. The email should not include past and present amount as due but statement on the email of a past due amount. I took the email as I had until 3/28/16 to pay it. That is also a suggestion I made to customer service but again the answer was we send generic it is your responsibility to click the link.
Regards,
[redacted]
This is in response to complaint # [redacted] submitted by [redacted] at [redacted].
Currently Mr. [redacted]’s concern is still under investigation. We will follow up with a response once it has been completed.
Regards,
Angela [redacted]
In response to Revdex.com complaint # [redacted]In regards to the concerns outlined in Ms. [redacted]’ s complaint regarding [redacted] we regret we will be unable to assist with this matter. Please allow us to clarify that...
CenterPoint Energy is the [redacted] for electric service in the Greater Houston, Texas area. We own, maintain, and repair the power lines and other electrical equipment used to deliver and register electricity usage. We are not, however, an electric provider (REP) or company that sells/bills customers for electricity. Therefore, we would direct Ms. [redacted] to contact [redacted] to discuss all billing issues including other factors that influence the amount of the bill, as CenterPoint Energy does not have access to Ms. [redacted]’ s billing records.Regards,CenterPoint Energy
This is in response to the Revdex.com complaint #[redacted] submitted by Chris [redacted] for the premis of [redacted] regarding an power outage charge. Please review the script below when a customer calls to report an power outage: If you are calling to report a power outage, press...
1 Option 1 – Power Outage If an emergency condition exists, such as wires down or a pole on fire, please press 0 and your call will be transferred to emergency personnel. Otherwise, please remain on the line. Press 0, routes to an agent (remain on the line) You have requested to report a power outage. If this is correct, press 1, if incorrect press 2. (timeout) transfers to agent Press 1, (routes to IVR) “Please be advised if our field personnel determine that the service problem you are reporting was caused by the customer’s equipment, CenterPoint Energy may bill a $50.00 service charge to your Retail Electric Provider” In order to process your outage report, we’ll need help identifying your location. Please select one of the following location identifiers: To enter your telephone number, press 1 To enter your eight digit Texas Driver’s License number, press 2 To enter your 9 digit social security number, press 3To enter your 22 digit EZID number, press 4 Our records reveal we received a trouble call ([redacted]) through our automated system (IVR) on 2/19/17, at 5:07 p.m., reporting “lights out” from [redacted]. We traveled to this premise but did not find any problem with our equipment. Our field representative noted “reset breaker”. Our records reveal we received a second trouble call ([redacted]) through our automated system (IVR) on 2/19/17, at 9:08 p.m., reporting “lights out” from [redacted]. We traveled to this premise but did not find any problem with our equipment. Our field representative noted “went out there earlier, breaker keeps tripping”. The $50.00 service charge for this call was waived. Please know that when Mr. [redacted] called through the IVR, he provided his address as being without power. He stayed on the line after he reported the power outage to speak with an agent. He stated that he saw lights on in the hallway and at the building across from him but his apartment was not on. The agent informed him that our records showed that he was the only one affected. Based on this information we do not believe any further adjustments are warranted. Regards
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.
This company is very shady. I have asked for them to pull the phone records to prove that we were NEVER TOLD a $50 charge would incur and all they can say is "we're not negligent". They Will not even reply to that request which would PROVE that they falsely charged us $50. It's a very unethical way to get $50 out of good paying customers. TERRIBLE company. I will be taking this further.
Regards,
Revdex.com:This letter is to inform you that CenterPoint Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/27/2015 5:33:56 PM and assigned ID 10881211.Regards,
Stephane [redacted]
Revdex.com:
This letter is to inform you that CenterPoint Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/11/2015 10:10:27 PM and assigned ID [redacted].Centerpoint Energy contacted me on the morning of 8/12/2015, apologized for the...
inconveniences, established an evening appointment, and restored my gas services as scheduled on 8/12/2015.
Regards,
[redacted]
This is in response to Revdex.com complaint# [redacted] submitted by [redacted] with [redacted] regarding the premise at [redacted].
On behalf of CenterPoint Energy we would like to extend an immediate apology to [redacted] in regards to his...
customer service experience as he felt that he did not receive the highest quality of customer service that we strive for and are accustomed to providing. We appreciate him for making his grievances known and want him to know that we do not take his dissatisfaction lightly. We can assure [redacted] that expectations for improvement have been clearly communicated to the representatives involved as it is always our goal to ensure a pleasant customer service experience, when contacting CenterPoint Energy. Upon receiving [redacted]’s complaint we were able to determine that a Move-in order was created on 06/19/15, for [redacted] and scheduled for 06/22/15.
Our records reflect that regrettably, our technician has been unable to execute the order and attempts were made to complete the order on 06/22/15, 06/29/15, 07/06/15, and 07/13/15.The technician noted the service orders that he has been unable to execute the order due to “no key on bottom lock”, “can’t get in, no answer on call” “no one home” “no lock code. Please be advised that CenterPoint Energy will be more than glad to facilitate this request, however, it will require that the customer contact CenterPoint Energy toll free at 800 752-8036 or 713 659-2111 and request that the service order be rescheduled.
We sincerely regret any inconvenience that this matter may have caused [redacted] and we thank him for allowing us the opportunity to address his concern. We value [redacted] and [redacted] as our customer and we look forward to serving them better in the future.
On 5/4/2016, a claims adjustor meet with the contractor and picked up the check from Mr. [redacted]. The claims adjustor will meet with Mr. [redacted] on 5/5/2016 to give him the check. We sincerely apologized for any inconvenience Mr. [redacted] experienced due to this matter and thank him for being one of our valued customers.Respectfully,LaToya [redacted]CenterPoint Energy
Re: Complaint ID [redacted]
I was delighted that, after six months, a CenterPoint
representative finally followed through and was able to determine that we have
been, in fact, attempting to pay our bills.
We have done as instructed in the past by CenterPoint representatives
and carefully inserted our banking account numbers into CenterPoint's online
system. We did not use "saved" numbers
that automatically fill in the digits from previous attemptsAs I explained to
[redacted], I do not believe that the same wrong numbers, verified by myself
and my husband, were put into the system on numerous occasions using two
different computers.
This could have been resolved long ago if there had been any
follow up by the numerous CenterPoint representatives with which we have had
contact, including one that was told months ago by our bank representative that
the bank account number being used to try to procure payment was wrong as
indicated by the number of digit placesOr, the supervisor who was supposed to
"do some research" and call me back and never did.
We appreciate [redacted]' working with us and we accept the
terms offeredGoing forward, we will avert such problems by bypassing CenterPoint's
online system altogether and paying by check through the postal service. Thank you for your assistance with this
matter. Sincerely, [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.
While I acknowledge that the representative from the Houston office was much more polite than the first representative I spoke with, she did not provide a proper solution to the problem. Customers should be able to change their billing date, and billing dates should not disproportionately affect certain neighborhoods more than others. Imagine the many living on Social Security that only get paid on the first of the month. I was told that because meter readings fall on certain days, that changing the billing date is not possible. This is simply false. Reading dates and billing dates are not dependent on each other. I also offered an alternative solution of extending the delinquency date to 30 days past the billing date, instead of the 14-day period that exists currently. I personally will make sure to pay my bill on time in the future and accept responsibility for the sixty dollars I have paid in late charges with this company. However, considering the company's privilege as a public utility and natural monopoly, I would like them to cease the unfair billing practices that may disproportionately affect customers in certain neighborhoods. All other utilities in my community allow a change in billing date. Additionally, Entergy of Louisiana has similar infrastructure and allows natural gas customers to change billing dates. I hope that CenterPoint will strongly consider this service to customers in the future.
Regards,
[redacted]
This is in response to complaint #[redacted] submitted by the [redacted]. Our records reveal that the request to restore service had already been worked complete by the time the complaint was received by CenterPoint Energy. Regards, Angela...
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. CNP replied:On 09/08/2015 he executed a payment of $22.27 which returned as: No account found. (The reason why a payment would return No Account Found is when a customer supplies incorrect bank information into our system. CNP does not manipulate bank data. It is the customer’s responsibility to supply correct information. In this case, the bank data was entered as follows: Routing: 111000614 Account: 38686232. This information is obviously incorrect [which is why it can be shared] because the payment returned. A bank cannot find an account within their institution, if the account number is incorrect.)The account information on file was never shared with me. The representative stated I had to contact the Remittance department by fax. It was obviously shared with CNP from the banking institution, but not with the customer for verification. CNP replied: CNP has made every effort to relay this information to the customer. We have even waived one of three return payment fees as a courtesy. It is the customer’s responsibility to provide accurate bank information-which was not provided. It is also the customer’s responsibility to provide a letter from the bank stating that it was THEIR error and not the customer-CNP has not received such documentation.This customer attempted many times to verify correct banking information with CNP, but customer service was unable to do so. This correspondence is the first time that I have been able to see what information the company had on file for me. CNP replied: Our CNP Customer Service then waived one of the return fees as a courtesy on 10/27/2016.The company fails to mention here that I paid all previous balances over the phone, and inquired about changing my billing information at this time. I was unable to do so over the phone and was instructed to complete this task on the site. The company fails to mention that if a customer has a returned payment online, their privileges are disabled online for an extended period of time. This is an unfair practice when a customer returns, in good faith, to a zero balance with the company because of some sort of error. Particularly an error that has been attempted numerous times to be fixed on the customer's end. Please remember here that I have still yet to hear from the Remittance department throughout these messages. CNP replied: We resolve that the customer contact their bank and ensure that the routing number and account number provided are ones that are to be used for online/ACH payments. We also urge the customer to obtain documented proof from the bank that it was THEIR error for not processing the CNP payments......CNP is not at fault if there is a miscommunication between the bank and the customer.This is not the bank's error. The account information that CNP holds is wrong. This is what has taken 7 months to confirm. During this amount of time, I have been on the phone with CNP representatives and never once was I informed what information was on file. I also could not change this information electronically because online privileges had been disabled. Again, I would like to reaffirm that I, the customer, am willing to pay the balance due for services rendered. Payment for another late fee will not be submitted. I agree that CNP is not at fault for miscommunication between the bank and the customer, but they are at fault for totally failing to communicate with me what information they had on file. Again, I tried to determine what information was on file for billing, and they could not provide this. CNP replied: The company should not be held liable for the customer not providing the accurate and requested documentation.The company is liable for not providing the customer with information that they are using to bill.
Regards,[redacted], MS
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for the address of [redacted] for [redacted].
Our office contacted and spoke with Ms. [redacted] on 7/20/2015. Ms. [redacted] issue was forwarded to our CNP Claims Department...
immediately for investigation. Please note our investigation is still pending at this time; however upon completion we will gladly forward you our final response hopefully by the end of this week. Please know your patience in this matter is greatly appreciated.
Respectfully,
Shauntee [redacted]
This is in response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] regarding the premise at [redacted].
Upon receipt of the complaint, we immediately forwarded Mr. [redacted] request to our CenterPoint Energy Claims Department for handling. An...
investigation was immediately launched.
We received a confirmation email that the claim was assigned on 08/10/15, to Claims Representative, [redacted]. On this same day a crew was sent to the customer's premise to make the necessary repairs. Mr. [redacted] informed our office that he was successful in speaking with Mr. [redacted] and confirmed the customer was extremely satisfied with the prompt attention given by our field personnel on the repairs to his yard and advised that the sprinkler system is working fine. An offer was also made to send a vendor out to lay some sod and the customer declined. He stated he was satisfied and the grass would grow back. Mr. [redacted] was quite satisfied with the outcome and was glad that his sprinkler system is working.
An apology was also extended to Mr. [redacted] for the amount of time it has taken to resolve this issue as well as the incorrect phone number that he was provided for the Claims Department. Mr. [redacted] was assured that expectations for improvement have been clearly communicated to the agent involved. Mr. [redacted] was receptive to the information provided and thanked Mr. [redacted] for the prompt attention given to address his concerns. Mr. [redacted] also provided the customer his direct contact information should he have any further concerns.
We sincerely apologize for any inconvenience that this matter may have caused Mr. [redacted] and we thank him for allowing us the opportunity to address his concerns. We value Mr. [redacted] as our customer and we look forward to serving him better in the future.
Respectfully,
Natalie [redacted]
CenterPoint Energy
This is in response to the complaint #[redacted] submitted by [redacted] residing at [redacted]. Please know that after a thorough investigation, we discovered that the errors made concerning the returned checks were self-initiated. Within the last 12 months...
all of the payments that cleared were researched to confirm how the payment was made and from what banking institution. It was confirmed that the same banking institution was used but not the same checking account information. There may have been one too many zeros in the account number entered. Unfortunately there have been two returned items on this account which the account has been flagged to not accept any checks for payments for a 12 months period. Other alternatives to make a payment would be to pay in cash at a payment location or with a credit card payment on-line or over the phone. Additionally, since the last two payments where returned, the disconnection for non-payment is valid. Therefore we would be unable to refund or waive the reconnection fees. The account will be eligible to accept check payments as of January 2018. RegardsCenterPoint Energy
This is in response to Revdex.com complaint# [redacted] submitted by [redacted] regarding the premise at [redacted]
We were able to determine that on 08/31/15, [redacted] spoke with [redacted] and explained our policy regarding storm debris and restoration effort...
in detail. It was determined that the tree limbs were cut due to storm related outages. It is CenterPoint Energy’s policy that the property owner are responsible for clearing debris resulting from emergency tree trimming for service restoration caused by fallen/broken trees, following routine inclement weather, or in the immediate aftermath of a major storm or other natural disaster.
However, in resolution to this issue we are glad to report that on 09/04/15, [redacted] informed our office that a management decision was made to amicably resolve the issue with the customer and the debris was removed as a onetime courtesy. [redacted] advised that in the future, during storm/restoration, we regret the debris would remain based on CenterPoint Energy policy. [redacted] was unsuccessful in making contact with [redacted] on Friday, 09/04/15, and he left a voice mail message along with his contact information for the customer to contact him at her convenience.
We sincerely apologize for any inconvenience that this matter may have caused [redacted] and we thank her for allowing us the opportunity to address her concern. We value [redacted] as our customer and we look forward to serving her better in the future.
Respectfully,
Natalie E[redacted]
CenterPoint Energy
This is response to Revdex.com complaint# [redacted] submitted by [redacted], [redacted].
We were successful in speaking with [redacted] on today [redacted]. On [redacted] it was determined [redacted]'s account was classified as commercial however it is a residential home. ...
The rate was changed to residential and the invoices were adjustment from [redacted] to present created a credit of $151.74. We explained that our billing department will also make the adjustments for [redacted] and the adjustment would be reflected on the next invoice. [redacted] thanked us for assisting with his concern.
We sincerely apologize for any inconvenience experienced due to this issue and value [redacted] as one of our loyal customers.
Respectfully,
[redacted]
This is in response to Revdex.com complaint# [redacted] submitted by [redacted] [redacted] residing at [redacted].According to our records a claim has been setup and assigned to an adjuster. A message has been left for Mr. [redacted]. If he has any additional concerns we would recommend he call our Claims Department at 713-207-7722. Respectfully, CenterPoint Energy
I have forwarded this complaint to Southern Gas Operations as this customer is not located in Minnesota.
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.
When we called and did indeed pay the amount requested there were no instructions to please hold while we connect you with a representative to schedule your reconnection. It was after business hours so no customer service agent was available to talk just the autimated system. This is why there was no record of reconnection request. My suggestion is to not send out a generic email like a customer service supervisor explained when a disconnection is possible. We had paid a bill in January and February wasn't like we were hundresds of dollars behind but a mispayment of $25 insread of $55 in February. The email should not include past and present amount as due but statement on the email of a past due amount. I took the email as I had until 3/28/16 to pay it. That is also a suggestion I made to customer service but again the answer was we send generic it is your responsibility to click the link.
Regards,
[redacted]
This is in response to complaint # [redacted] submitted by [redacted] at [redacted].
Currently Mr. [redacted]’s concern is still under investigation. We will follow up with a response once it has been completed.
Regards,
Angela [redacted]
In response to Revdex.com complaint # [redacted]In regards to the concerns outlined in Ms. [redacted]’ s complaint regarding [redacted] we regret we will be unable to assist with this matter. Please allow us to clarify that...
CenterPoint Energy is the [redacted] for electric service in the Greater Houston, Texas area. We own, maintain, and repair the power lines and other electrical equipment used to deliver and register electricity usage. We are not, however, an electric provider (REP) or company that sells/bills customers for electricity. Therefore, we would direct Ms. [redacted] to contact [redacted] to discuss all billing issues including other factors that influence the amount of the bill, as CenterPoint Energy does not have access to Ms. [redacted]’ s billing records.Regards,CenterPoint Energy
This is in response to the Revdex.com complaint #[redacted] submitted by Chris [redacted] for the premis of [redacted] regarding an power outage charge. Please review the script below when a customer calls to report an power outage: If you are calling to report a power outage, press...
1 Option 1 – Power Outage If an emergency condition exists, such as wires down or a pole on fire, please press 0 and your call will be transferred to emergency personnel. Otherwise, please remain on the line. Press 0, routes to an agent (remain on the line) You have requested to report a power outage. If this is correct, press 1, if incorrect press 2. (timeout) transfers to agent Press 1, (routes to IVR) “Please be advised if our field personnel determine that the service problem you are reporting was caused by the customer’s equipment, CenterPoint Energy may bill a $50.00 service charge to your Retail Electric Provider” In order to process your outage report, we’ll need help identifying your location. Please select one of the following location identifiers: To enter your telephone number, press 1 To enter your eight digit Texas Driver’s License number, press 2 To enter your 9 digit social security number, press 3To enter your 22 digit EZID number, press 4 Our records reveal we received a trouble call ([redacted]) through our automated system (IVR) on 2/19/17, at 5:07 p.m., reporting “lights out” from [redacted]. We traveled to this premise but did not find any problem with our equipment. Our field representative noted “reset breaker”. Our records reveal we received a second trouble call ([redacted]) through our automated system (IVR) on 2/19/17, at 9:08 p.m., reporting “lights out” from [redacted]. We traveled to this premise but did not find any problem with our equipment. Our field representative noted “went out there earlier, breaker keeps tripping”. The $50.00 service charge for this call was waived. Please know that when Mr. [redacted] called through the IVR, he provided his address as being without power. He stayed on the line after he reported the power outage to speak with an agent. He stated that he saw lights on in the hallway and at the building across from him but his apartment was not on. The agent informed him that our records showed that he was the only one affected. Based on this information we do not believe any further adjustments are warranted. Regards
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.
This company is very shady. I have asked for them to pull the phone records to prove that we were NEVER TOLD a $50 charge would incur and all they can say is "we're not negligent". They Will not even reply to that request which would PROVE that they falsely charged us $50. It's a very unethical way to get $50 out of good paying customers. TERRIBLE company. I will be taking this further.
Regards,
Revdex.com:This letter is to inform you that CenterPoint Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/27/2015 5:33:56 PM and assigned ID 10881211.Regards,
Stephane [redacted]
Revdex.com:
This letter is to inform you that CenterPoint Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/11/2015 10:10:27 PM and assigned ID [redacted].Centerpoint Energy contacted me on the morning of 8/12/2015, apologized for the...
inconveniences, established an evening appointment, and restored my gas services as scheduled on 8/12/2015.
Regards,
[redacted]
This is in response to Revdex.com complaint# [redacted] submitted by [redacted] with [redacted] regarding the premise at [redacted].
On behalf of CenterPoint Energy we would like to extend an immediate apology to [redacted] in regards to his...
customer service experience as he felt that he did not receive the highest quality of customer service that we strive for and are accustomed to providing. We appreciate him for making his grievances known and want him to know that we do not take his dissatisfaction lightly. We can assure [redacted] that expectations for improvement have been clearly communicated to the representatives involved as it is always our goal to ensure a pleasant customer service experience, when contacting CenterPoint Energy. Upon receiving [redacted]’s complaint we were able to determine that a Move-in order was created on 06/19/15, for [redacted] and scheduled for 06/22/15.
Our records reflect that regrettably, our technician has been unable to execute the order and attempts were made to complete the order on 06/22/15, 06/29/15, 07/06/15, and 07/13/15.The technician noted the service orders that he has been unable to execute the order due to “no key on bottom lock”, “can’t get in, no answer on call” “no one home” “no lock code. Please be advised that CenterPoint Energy will be more than glad to facilitate this request, however, it will require that the customer contact CenterPoint Energy toll free at 800 752-8036 or 713 659-2111 and request that the service order be rescheduled.
We sincerely regret any inconvenience that this matter may have caused [redacted] and we thank him for allowing us the opportunity to address his concern. We value [redacted] and [redacted] as our customer and we look forward to serving them better in the future.
Respectfully,
Natalie E[redacted]
CenterPoint Energy
On 5/4/2016, a claims adjustor meet with the contractor and picked up the check from Mr. [redacted]. The claims adjustor will meet with Mr. [redacted] on 5/5/2016 to give him the check. We sincerely apologized for any inconvenience Mr. [redacted] experienced due to this matter and thank him for being one of our valued customers.Respectfully,LaToya [redacted]CenterPoint Energy
Re: Complaint ID [redacted]
I was delighted that, after six months, a CenterPoint
representative finally followed through and was able to determine that we have
been, in fact, attempting to pay our bills.
We have done as instructed in the past by CenterPoint representatives
and carefully inserted our banking account numbers into CenterPoint's online
system. We did not use "saved" numbers
that automatically fill in the digits from previous attemptsAs I explained to
[redacted], I do not believe that the same wrong numbers, verified by myself
and my husband, were put into the system on numerous occasions using two
different computers.
This could have been resolved long ago if there had been any
follow up by the numerous CenterPoint representatives with which we have had
contact, including one that was told months ago by our bank representative that
the bank account number being used to try to procure payment was wrong as
indicated by the number of digit placesOr, the supervisor who was supposed to
"do some research" and call me back and never did.
We appreciate [redacted]' working with us and we accept the
terms offeredGoing forward, we will avert such problems by bypassing CenterPoint's
online system altogether and paying by check through the postal service. Thank you for your assistance with this
matter. Sincerely, [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.
While I acknowledge that the representative from the Houston office was much more polite than the first representative I spoke with, she did not provide a proper solution to the problem. Customers should be able to change their billing date, and billing dates should not disproportionately affect certain neighborhoods more than others. Imagine the many living on Social Security that only get paid on the first of the month. I was told that because meter readings fall on certain days, that changing the billing date is not possible. This is simply false. Reading dates and billing dates are not dependent on each other. I also offered an alternative solution of extending the delinquency date to 30 days past the billing date, instead of the 14-day period that exists currently. I personally will make sure to pay my bill on time in the future and accept responsibility for the sixty dollars I have paid in late charges with this company. However, considering the company's privilege as a public utility and natural monopoly, I would like them to cease the unfair billing practices that may disproportionately affect customers in certain neighborhoods. All other utilities in my community allow a change in billing date. Additionally, Entergy of Louisiana has similar infrastructure and allows natural gas customers to change billing dates. I hope that CenterPoint will strongly consider this service to customers in the future.
Regards,
[redacted]
This is in response to complaint #[redacted] submitted by the [redacted]. Our records reveal that the request to restore service had already been worked complete by the time the complaint was received by CenterPoint Energy. Regards, Angela...
B[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. CNP replied:On 09/08/2015 he executed a payment of $22.27 which returned as: No account found. (The reason why a payment would return No Account Found is when a customer supplies incorrect bank information into our system. CNP does not manipulate bank data. It is the customer’s responsibility to supply correct information. In this case, the bank data was entered as follows: Routing: 111000614 Account: 38686232. This information is obviously incorrect [which is why it can be shared] because the payment returned. A bank cannot find an account within their institution, if the account number is incorrect.)The account information on file was never shared with me. The representative stated I had to contact the Remittance department by fax. It was obviously shared with CNP from the banking institution, but not with the customer for verification. CNP replied: CNP has made every effort to relay this information to the customer. We have even waived one of three return payment fees as a courtesy. It is the customer’s responsibility to provide accurate bank information-which was not provided. It is also the customer’s responsibility to provide a letter from the bank stating that it was THEIR error and not the customer-CNP has not received such documentation.This customer attempted many times to verify correct banking information with CNP, but customer service was unable to do so. This correspondence is the first time that I have been able to see what information the company had on file for me. CNP replied: Our CNP Customer Service then waived one of the return fees as a courtesy on 10/27/2016.The company fails to mention here that I paid all previous balances over the phone, and inquired about changing my billing information at this time. I was unable to do so over the phone and was instructed to complete this task on the site. The company fails to mention that if a customer has a returned payment online, their privileges are disabled online for an extended period of time. This is an unfair practice when a customer returns, in good faith, to a zero balance with the company because of some sort of error. Particularly an error that has been attempted numerous times to be fixed on the customer's end. Please remember here that I have still yet to hear from the Remittance department throughout these messages. CNP replied: We resolve that the customer contact their bank and ensure that the routing number and account number provided are ones that are to be used for online/ACH payments. We also urge the customer to obtain documented proof from the bank that it was THEIR error for not processing the CNP payments......CNP is not at fault if there is a miscommunication between the bank and the customer.This is not the bank's error. The account information that CNP holds is wrong. This is what has taken 7 months to confirm. During this amount of time, I have been on the phone with CNP representatives and never once was I informed what information was on file. I also could not change this information electronically because online privileges had been disabled. Again, I would like to reaffirm that I, the customer, am willing to pay the balance due for services rendered. Payment for another late fee will not be submitted. I agree that CNP is not at fault for miscommunication between the bank and the customer, but they are at fault for totally failing to communicate with me what information they had on file. Again, I tried to determine what information was on file for billing, and they could not provide this. CNP replied: The company should not be held liable for the customer not providing the accurate and requested documentation.The company is liable for not providing the customer with information that they are using to bill.
Regards,[redacted], MS