Complaint *
size="3"> *** Vanous
*** *** *** * ***
*** ** ***
Thanks for letting us know about customer’s experience with Out EnergyWe apologize if our service did not meet the expectations, and appreciate customer taking the time to share his concernsOur goal is to provide a consistently reliable product and an exemplary level of customer service
Based on the events described in this complaint, we conducted an inquiry and discovered the following:
Customer signed up with the incorrect address on our website and during the siprovided her Credit Card Number to setup on Auto PayOnce customer informed us of the error we started the process to send customer back to previous Retail Electricity Provider, as described in PUCT Rules. This process can take several days and sometimes weeks before the incorrect account is sent back to the original providerDuring this time we received the meter reading and first bill was generatedDue the fact that account was on auto-pay customer’s credit card was charged on the due date. The amount was promptly credited back to customer’s credit cardThe second transaction was refunded as wellThird charge however was due to an error made by our Payment Gateway Service ProvidersIt was a wide-spread error and not limited to Our Energy onlyThe company refunded the amount once they realized the errorThey have since implemented new systems to avoid such errors in future We are willing to refund any interest amount and kindly request customer to send us proof of Interest charged at the following address:
Our Energy, LLC
Finance Department
Butte Creek Rd
Houston, TX Customer may also email to [email protected]
Once again, we apologize if our service did not meet the expectations, and appreciate customer taking the time to share his concernsPlease feel free to contact me if further information is needed
Thank you,
*** Vela
281-552-Ext Tell us why here
Complaint *
size="3"> *** Vanous
*** *** *** * ***
*** ** ***
Thanks for letting us know about customer’s experience with Out EnergyWe apologize if our service did not meet the expectations, and appreciate customer taking the time to share his concernsOur goal is to provide a consistently reliable product and an exemplary level of customer service
Based on the events described in this complaint, we conducted an inquiry and discovered the following:
Customer signed up with the incorrect address on our website and during the siprovided her Credit Card Number to setup on Auto PayOnce customer informed us of the error we started the process to send customer back to previous Retail Electricity Provider, as described in PUCT Rules. This process can take several days and sometimes weeks before the incorrect account is sent back to the original providerDuring this time we received the meter reading and first bill was generatedDue the fact that account was on auto-pay customer’s credit card was charged on the due date. The amount was promptly credited back to customer’s credit cardThe second transaction was refunded as wellThird charge however was due to an error made by our Payment Gateway Service ProvidersIt was a wide-spread error and not limited to Our Energy onlyThe company refunded the amount once they realized the errorThey have since implemented new systems to avoid such errors in future We are willing to refund any interest amount and kindly request customer to send us proof of Interest charged at the following address:
Our Energy, LLC
Finance Department
Butte Creek Rd
Houston, TX Customer may also email to [email protected]
Once again, we apologize if our service did not meet the expectations, and appreciate customer taking the time to share his concernsPlease feel free to contact me if further information is needed
Thank you,
*** Vela
281-552-Ext Tell us why here