Dsign Graphics

Revdex.com Case # [redacted] StarTex Power acknowledges receipt of Revdex.com Case # [redacted] received from Mr [redacted] Investigative Results: StarTex Power issued a Contract Expiration Notice on 8/13/ (Notice available for review) This letter advises that Mr [redacted] ’s contract is scheduled to expire as of 9/15/and that in order to keep the account from transitioning to a month to month variable rate plan, a renewal would be needed On 9/16/2014, Mr [redacted] ’s account transitioned to a month to month variable rate plan because a renewal was not completed on or before 9/15/ StarTex Power confirms that Mr [redacted] contacted StarTex Power on 12/10/to request an account adjustment because he was not advised of his contract expiring StarTex Power advised Mr [redacted] that a Contract Expiration Notice was issued on 8/13/and that as a courtesy, upon the completion of a renewal, his latest invoice would be adjusted to reflect his previous contract rate He was also advised that the adjustment would be applied in 1-billing cycles Mr [redacted] found this offer unacceptable and requested to speak with a supervisor as he wanted an immediate adjustment applied to his account He was advised that a supervisor would contact him within 24-business hours StarTex Power’s records indicate that a Customer Care Supervisor contacted Mr [redacted] on 12/12/2014; however he was unavailable and a voicemail message was left Upon receipt of Revdex.com Complaint No [redacted] , StarTex Power contacted Mr [redacted] in an effort to bring this matter to a satisfactory resolution Mr [redacted] has asked that StarTex Power no longer contact him as he has been harassed and abused as a customer Although StarTex Power has acted within the guidelines set forth by the State of Texas regulatory body and provided Mr [redacted] with proper notification of his contract coming to an end, a credit has been applied to his account as a good faith gestureAdditionally, per Mr [redacted] ’s request, StarTex Power will no longer contact him and respectfully request that the Revdex.com administratively close this complaint Regards, Escalated Customer Support [email protected]

Revdex.com Case # [redacted] Despite StarTex Power’s efforts to contact ** [redacted] by phone, he has been unresponsive StarTex Power has complied with the Texas state regulatory guidelines by providing that the plans selected on the Power To Choose website are for new customers only ** [redacted] may contact StarTex Power by phone in order to bring this matter to a satisfactory resolution Regards, Escalated Customer Support [redacted]

Revdex.com Case # [redacted] StarTex Power acknowledges receipt of Revdex.com Case # [redacted] received from Ms [redacted] Investigative Results: StarTex Power attempted to contact Ms [redacted] ; however she was unavailable and a message was left As with all Retail Electric Providers (REP) operating in regions of the state open to retail competition, StarTex Power depends on the meter readings & other billing determinants submitted by the local Transmission Distribution Utility (TDU), Oncor, for billingThe employees of StarTex Power have no interaction with any of the TDU’s equipment or facilities and the REP is not able to make any changes to the billed electric usage without adjustments from the local TDU StarTex Power’s records do not match that of Ms [redacted] in regards to he being advised that she must have broken her meter, she was not advised of suchStarTex Power has been working with Ms [redacted] to resolve this matter since she called in on 12/17/ A request to dispute the usage was submitted to [redacted] and a hold was placed on Ms [redacted] ’ account to prevent any collection activity until dispute resolution was received StarTex Power reiterates that we have no interaction with any of the TDU’s equipment or facilities; therefore we are not able to determine the time it may take for [redacted] to confirm if Ms [redacted] ’ usage is accurate or not StarTex Power confirms that Ms [redacted] requested to speak with a supervisor and a request for a call back was submitted A StarTex Power supervisor contacted Ms [redacted] as requested; however she was unavailable and a message was left On 1/7/2015, StarTex Power received a response from [redacted] in regards to the usage dispute submitted Oncor advised that Ms [redacted] ’ billing for the service periods in question was found to be correct and no billing adjustments are warranted at this time In conclusion, StarTex Power’s invoices customers based on the TDU’S ability to furnish consumption and TDU charges to StarTex Power If [redacted] retracts and re-bills the meter reads on the account, StarTex Power will adjust the invoices accordingly Regards, Escalated Customer Support [redacted]

Revdex.com Case # [redacted] [redacted] Power has contacted ** [redacted] to advise that he may listen to the call in which his [redacted] agreed to a month contract with an ETF in the amount of $350.00; however a copy cannot be sent Per his request, [redacted] Power will contact ** [redacted] on [redacted] , between 10:am and 2:pm so that he can review the call Additionally, [redacted] Power adjusted ** [redacted] ***’s account because he was billed at a rate other than what he agreed to on [redacted] Regards, Escalated Customer Support [redacted]

Revdex.com Case # [redacted] StarTex Power acknowledges receipt of Revdex.com Case # [redacted] from [redacted] Investigative Results: Mr [redacted] completed an online enrollment and selected a month fixed price plan with an Average Price of cents per kWh based on kWh for his accountPrior to completing the enrollment, Mr [redacted] had the opportunity to review the Electricity Facts Label (EFL) for the plan he selected The [redacted] provides that the Average Price per kWh is estimated and is calculated using the following: Energy Charge - cents per kWh [redacted] Delivery Charge [redacted] - cents per kWh [redacted] Deliver Charge *- $per bill monthResidential Usage Credit - $per bill month if usage >= kWhAdditional Residential Usage Credit - $per bill month if usage >=kWh *The [redacted] also provides that the actual price for electricity may vary according to your exact monthly usage and [redacted] pass through charges Please note that [redacted] Energy is the entity responsible for calculating delivery charges each month in accordance with the residential tariffs As with all Retail Electric Providers (REP) operating in regions of the state open to retail competition, StarTex Power depends on the meter readings & other billing determinants submitted by the local [redacted] (***), [redacted] Energy, for billingThe employees of StarTex Power have no interaction with any of the ***’s equipment or facilities and the REP is not able to make any changes to the billed electric usage without adjustments from the local *** A review of Mr [redacted] invoices confirms that he has been billed in accordance with his Agreement and no adjustments are warranted at this time (Agreement and invoices available for review) StarTex Power confirms that Mr [redacted] was initially provided incorrect information regarding the calculation of the Average Price and was transferred to StarTex Power’s Escalated Customer Support team The Escalated Customer Support representative attempted to advise Mr [redacted] that the Average Price is calculated using his fixed Energy Charge as well as the [redacted] Charges, which are directly passed through from the [redacted] without change and can vary from month to month Mr [redacted] did not agree and disconnected the line Regards, Escalated Customer Support [email protected]

Revdex.com Case # [redacted] Power’s records indicate that ***’s service has been returned to [redacted] Power from the date of loss; as such, the Early Termination Fee in the amount of $will be reversed Regards, Escalated Customer Support [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 Startex has gone away from the facts and now complains about matters that have nothing to do with my complaint That was summited by meStartex has not responded once to my emails have just been trying to find ways To hide the problems that is encountered by the website.my problem still exists, Startex needs to go ahead respond To a email about the situation instead of trying to figure out how to keep there Revdex.com score what it isI can summit myEmails if needed of the problem I encountered with startexNeed help startex does not want to resolve poor customer service

Revdex.com Case # [redacted] StarTex Power acknowledges receipt of Revdex.com Case # [redacted] from Mr [redacted] Investigative Results: StarTex Power confirms that Mr [redacted] selected a month fixed price plan at the time of enrollment and submitted a refundable security deposit in the amount of $ to initiate his electric service Service became active on 5/27/and ended on 8/25/ Mr [redacted] contacted StarTex Power on 8/23/to inquire about getting a refund for the $security deposit he paid at the time of enrollment The StarTex Power representative advised Mr [redacted] that once the account is closed, a refund check would be mailed to the forwarding address on file He was also advised that the check should arrive within 3-weeks after being mailed This was incorrect information and for this we apologize Mr [redacted] should have been advised to contact StarTex Power after the account closes to update his forwarding address and request a refund check for any remaining credit balance after the final charges have been taken care of On 11/21/2016, Mr [redacted] contacted StarTex Power to report that he had not received his security deposit refund as advised Mr [redacted] was advised that he was provided incorrect information with regards to receiving a refund check by mail for the security deposit he paid at the time of enrollment A request to send a refund check in the amount of $was submitted and Mr [redacted] was advised that the check will arrive within 3-weeks Mr [redacted] understood On 12/14/2016, Mr [redacted] contacted StarTex Power because he still had not received his refund check The StarTex Power representative advised Mr [redacted] that the request was still being worked Mr [redacted] disconnected the line The StarTex Power representative submitted a follrequest and updated the status of the request to have the refund check expedited On 1/3/2017, Mr [redacted] contacted StarTex Power to inquire about the status of his refund check The StarTex Power representative advised Mr [redacted] that the request was pending approval and that he would be contacted once the check has been approved and issued On 1/4/2017, StarTex Power contacted Mr [redacted] to advise him that his refund check in the amount of $had been approved and would be sent via standard mail on 1/5/ Upon receipt of Revdex.com Case # [redacted] , StarTex Power reached out to Mr [redacted] to confirm he received his refund check in the amount of $ Mr [redacted] reported that he had not received the check as of yet StarTex Power will follwith Mr [redacted] on a later date to confirm that he received his refund check that was issued on 1/5/ StarTex Power apologizes for the amount of time it has taken to process and issue Mr [redacted] ’s refund check We also apologize for any inconvenience this matter has caused Regards, Escalated Customer Support [email protected]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, I am convinced that I intended to enroll in a two year contract and that I was informed by a call to Startex in July that my contract expired in July I am also aware that I have no proof of my intent or the phone call I do not expect to have any of the $refunded to me I entered this complaint strictly to document my dissatisfaction with the company and my treatment.I believe this is closed as far as I can tell We will never agree so to continue on this is futile

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 The call would of course only show Startex offered to change one amount due because there was only one payment due at the time I would have been fine with that, but I didn't want to pay the disputed amount I tried to reason with this company and they wouldn't listen and refused to escalate the call to management, but of course they left that part out I WANT THIS CALL ESCALATED TO A HIGHER LEVEL I WOULD HAVE BEEN GLAD TO SIGN A LONG TIME AGO This lack of customer service and delaying responses to make me appear delinquent on my bill are deceptive and misleading I also plan to escalate this dispute to the public utility commissionWHOEVER IS RESPONDING TO YOU IS NOT REALLY TELLING YOU THE WHOLE TRUTH AKA LYING How could they credit more than one payment on the call they are talking about when there was only one payment due Also, on that call they refused to credit my account at the time and wanted to collect money from me and then credit my account later Basically holding onto money the were not legally owed at Christmas time If the Revdex.com is still a legitimate organization please refer this to legal I am calling my lawyer right now Thanks [redacted]

Revdex.com Case # [redacted] StarTex Power acknowledges receipt of Revdex.com Case # [redacted] from Mr [redacted] Investigative Results: StarTex Power’s records do not match that of Mr [redacted] Mr [redacted] month fixed priced plan was scheduled to expire on 4/29/2015, and on 3/25/StarTex Power issued a Contract Expiration Notice via email and standard mail; however the email notification was unsuccessful due to an incorrect email address being on file for Mr [redacted] account(Notice available for review upon request) This notice provides that if a renewal is not completed by the Contract Expiration Date, the account would continue with StarTex Power on our “Transition” month to month planIncluded with the notice was the Electricity Facts Label (EFL) for the month to month plan the account would be placed onPlease note that Mr [redacted] ’s contract’s start and end date was also listed on each of his monthly statements On 4/30/2015, Mr [redacted] account was placed on the “Transition” month to month plan since a renewal was not completed on 4/29/ Although Mr [redacted] reports that there was no change in habit that would have caused his bill amounts to increase; StarTex Power’s records indicate that his usage did increase and because he was no longer on fixed price plan, his price per kWh also increased On 9/18/2015, Mr [redacted] contacted StarTex Power to cancel service as of 9/19/and per his request, a Move Out was submitted for the date requestedAt no time during the call was Mr [redacted] advised that he would not receive any additional billsHe was advised that he would be responsible for the consumption at the location until the request to cancel was completedMr [redacted] acknowledged the he understood(Call available for review upon request) On 9/23/2015, the account was final invoiced in the amount of $(Invoice available for review upon request) This invoice includes a balance forward in the amount of $247.86, which was due on 9/25/for a previous service period 7/31/– 8/31/ Mr [redacted] began contacting StarTex Power on 11/12/to dispute the billed charges in the amount of $367.91, stating that he made a payment and owes nothing elseStarTex Power informed Mr [redacted] that the payment he made in the amount of $on 8/28/was for the service period 7/1/2015-7/31/He was also advised his account reflects an outstanding balance in the amount of $for the service period7/31/– 8/31/and final chargers in the amount of $for the service period 8/3/– 9/19/ Because Mr [redacted] continued to dispute the charges, his account concerns were re-directed to a member within StarTex Power’s Escalated Customer Support team, who reiterated that the charges reflected on the account are correct and no adjustments are warranted In summary, StarTex Power sent notification to Mr [redacted] via standard mail regarding his expiring contract and because he failed to renew, his account was placed on the “Transition” month to month planStarTex Power confirms that our efforts to notify Mr [redacted] via email failed due to an incorrect email address being on file for his account and for this we apologizeAdditionally, Mr [redacted] was made aware that he would be responsible for the consumption at the location until the request to cancel was completed on 9/19/ Regards, Escalated Customer Support [email protected]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me

Revdex.com Case # [redacted] StarTex Power attempted to contact Ms [redacted] to discuss the matter further; however she was not available and a message was left StarTex Power is currently working to remove Ms***’ phone number from the Collections database so that she will no longer receive courtesy calls regarding her balance StarTex Power appreciates the opportunity to address Ms***’ concerns Regards, Escalated Customer Support [email protected]

Revdex.com Case # [redacted] StarTex Power spoke with [redacted] on **/25/and as promised contacted him back to advise of resolution; however [redacted] was not available and a voicemail was left StarTex Power also contacted [redacted] today, **/26/2014, but again he was not available and a voicemail was left Regards, [redacted]

Revdex.com Case # [redacted] StarTex Power acknowledges receipt of Revdex.com Case # [redacted] from [redacted] Investigative Results: Ms [redacted] ’s month fixed price plan was scheduled to expire on 2/9/2017, as such; StarTex Power issued a Contract Expiration Notice on 1/5/ (Notice available for review upon request) The notice was sent via standard mail to the forwarding address on file for Ms [redacted] ’s account and provides if you have not selected a new plan by your expiration date, state regulations require that we continue your service on our month-to-month variable rate The Electricity Facts Label and Terms of Service for the month-to-month rate were attached to the notice Additionally, contract start and end dates are listed on each monthly invoice as required by the Public Utility Commission of Texas(“PUCT”) A renewal was not completed on or before 2/9/2017; therefore Ms [redacted] ’s account was placed on StarTex Power’s month-to-month variable rate plan Ms [redacted] contacted StarTex Power to inquire about a higher than invoice she received StarTex Power informed her that the month fixed price plan expired on 2/9/and she is now being billed on the month-to-month variable rate Ms [redacted] reported that she did not receive notification of the plan expiring and requested a billing adjustment StarTex Power informed Ms [redacted] that the notice was sent on 1/5/via standard mail and that her contract period is also listed on each monthly invoice She was advised that no adjustments were warranted since no error was made on her account In summary, StarTex Power notified Ms [redacted] of her month fixed price plan expiring as of 2/9/ Since a renewal was not completed on or before 2/9/2017, Ms [redacted] ’s account was placed on StarTex Power month-to-month variable rate plan No adjustments are warranted at this time StarTex Power appreciates the opportunity to address Ms [redacted] ’s concerns Regards, Escalated Customer Support [email protected]

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 Me calling your customer will not resolve my issue last time I talked with a representative they could not answer my questions.What you can do is acknowledge your company system has a flaw how I stated in my complaintMy complaint is valid and it caused me dollars in unexpected charges

Revdex.com Case *** [redacted] StarTex Power acknowledges receipt of Revdex.com Case # [redacted] received from Mr [redacted] Investigative Results: StarTex Power has spoken with Mr [redacted] and resolved his account concerns StarTex Power apologizes for any frustration this matter has caused Regards, Escalated Customer Support [redacted]

Revdex.com Case # [redacted] StarTex Power acknowledges receipt of Revdex.com Case # [redacted] from MrMrs [redacted] *** Investigative Results: Upon receipt of Revdex.com Case # [redacted] , StarTex Power contacted Ms [redacted] to discuss her account concerns After speaking with Ms***, she confirmed that StarTex Power has brought this matter to a satisfactory resolution StarTex Power appreciates the opportunity to address Ms***’s concerns Regards, Escalated Customer Support [email protected]

Revdex.com Case # [redacted] StarTex Power acknowledges receipt of Revdex.com Case # [redacted] received from Mrs [redacted] Investigative Results: StarTex Power has contacted Mrs [redacted] and spoke with her regarding her account concerns Mrs [redacted] confirms that StarTex Power has answered all of her questions and has brought this matter to a satisfactory resolution StarTex Power apologizes for any frustration this matter has caused Regards, Escalated Customer Support [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I have received the refund check from the businessThis resolved my complaint Thank you Startex for addressing the complaintMaybe in the future I can come back as a customer Thank you Revdex.com for your assistance [redacted] **