Dsign Graphics

Investigative Results: Startex Power attempted to contact [redacted] ; however she was unavailable and a message was left On */2*/2014, [redacted] contacted StarTex Power to confirm her contract expiration date and was advised that her contract was scheduled to expire on **/2014, service dropped due to a switch and as a result on */9/ [redacted] ’s StarTex Power account was final billed in the amount of $for the service period *2014-*6/ On **/23/2014, [redacted] contacted StarTex Power to inquire about the third party collection notice she received, stating that she does not owe StarTex Power [redacted] was advised by a StarTex Power [redacted] and [redacted] that the charges are valid for service through her end date of **/ As such, a final invoice in the amount of $for [redacted] ’s final service period with StarTex Power, *2014-*9/and no adjustments are warranted at this time 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 [redacted] , and find that this resolution would be satisfactory to me From: [redacted] [mailto: [redacted] ] Sent: Monday, August 08, 3:PM To: drteam Subject: Revdex.com complaint Please close the complaint with Startex powerI am satisfied with how the company resolved my complaint [redacted] Sent from my iPhone

Revdex.com Case # [redacted] StarTex Power reiterates that no refunds are due to ** [redacted] at this time as StarTex Power has complied with the rules and regulations set by the Public Utility Commission of Texas (PUCT) by providing that the plans on the Power to Choose website are for New Customers OnlyStarTex Power would like to encourage ** [redacted] to contact us by phone if he would like to further discuss this matter Regards, Escalated Customer Support [redacted]

Revdex.com Case # [redacted] StarTex Power acknowledges receipt of Revdex.com Case # [redacted] from Mr [redacted] Investigative Results: Mr [redacted] completed an online enrollment in June of to initiate electric service with StarTex Power for his home During the enrollment process, he selected the Average Billing program for his account Upon completion of the enrollment, StarTex Power emailed Mr [redacted] an enrollment confirmation (available for review upon request) which confirmed that he opted in to the Average Billing program for his account Average Billing is a budgeting tool that allows customers to pay around the same bill amount each month Each monthly amount due is based on a 12-month average and not the actual amount due At the end of months, a reconciliation of the customer’s payment balance will be performed If money is owed, a credit will be applied to the account and if a balance is owed a charge will be applied to the account Mr [redacted] has spoken with several StarTex Power representatives who have attempted to explain that he opted in to the Average Billing Program at the time of enrollment and has been on it since He has also been advised that each of his monthly invoices provide the Average Billing Adjustment, Average Billing Amount Due as well as the Ongoing TrAmount Mr [redacted] reported that he does not review his monthly invoices and that he only just pays the amount shown when he logs into his online account StarTex Power has offered Mr [redacted] a payment plan, as the balance due is valid; however he has declined, stating that he will switch to another provider and will not satisfy the outstanding balance Please note that StarTex Power will pursue all means of collection should Mr [redacted] choose not to submit payment for services rendered Thank you for allowing StarTex Power the opportunity to address Mr [redacted] ’s concerns Regards, Escalated Customer Support [redacted]

Revdex.com Case # [redacted] StarTex Power acknowledges receipt of Revdex.com Case # [redacted] received from Mr [redacted] Investigative Results: StarTex Power contacted Mr [redacted] and advised him that his account has been adjusted accordingly and it is now closed with a zero (0) balance He will receive a corrected invoice and his account will be removed from third party collections Additonally, Mr [redacted] ’s credit has not been negatively affected Regards, Escalated Customer Support [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Remedies to resolve were already agreed to by both parties Since I didn't have the cash on hand to pay in the moment agreement was reached, Startex is refusing to keep their promise to renew my contract for three years at 10c/kwh I never requested that I would not like to be contacted The problem was Startex chose to badger me by not ever letting me talk to a manager to escalate my complaint claiming it's policy that I wait hours for that and not calling back at that time either and contacting me for no purpose other than to harass me by calling me without cause After disagreeing with me I communicated to them to see if it would be possible to keep the original agreement and renew for months at the contract rate and backdate my billing to what it would have been if they had correctly notified me Instead they promptly called me back to tell me they did nothing wrong and would make no effort to negotiate Either I pay whatever they bill me or they would just cut off my electricity This is harassment by legal definition because they weren't calling me me to tell me anything new, just to continue to answer my questions the same way Startex began using a new billing platform and did not invoice me for months creating problems for me and for them Because they are only a billing company and don't provide any servicethey failed to perform the function that is their only work productDue to the confusion created by this scenario and the continued practice of their customer service representatives to argue with me without even taking the time to read the notations on my account which are always available, when I called to inquire if my contract was up I was told no, therefore didn't renew it It's their fault It would be easy for them to be reasonable and fix this by admitting fault and keeping their original commitments They just prefer to be difficult. I WOULD LIKE MY COMPLAINT TO BE ESCALATED TO THE NEXT LEVEL I WANT TO CONTINUE TO BE A CUSTOMER AND PAY WHAT I OWE UNDER QUANTUM MERUIT BUT NO MORE THAN THAT.
Regards,*** ***

Revdex.com Case # ***
StarTex Power acknowledges receipt of Revdex.com Case # *** received from Mr*** **.
Investigative Results:
StarTex Power has contacted Mr** and has addressed his account concerns. After speaking with Mr**, he has agreed that this
matter has been brought to a satisfactory resolution.
Regards,
Escalated Customer Support
[email protected]

Revdex.com Case # ***
StarTex Power has reached out to ***, again, in an effort to bring this matter to a satisfactory resolution; however he was not available. A voicemail was left with a direct phone number in which *** may call and speak with a representative in the Escalated Customer Support department. Again, StarTex Power will gladly speak with *** over the phone regarding his concerns if he is willing to contact us.
Regards,
Escalated Customer Support
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,Reject don't send out emails you don't follow up on fix it

Revdex.com Case # ***
On 12/10/2014, Mr*** contacted StarTex Power to get the balance due on his account. StarTex Power advised him of his account balance in the amount of $179.57, of which $was past due. Mr*** expressed his concerns in regards to the high balance and was advised that his contract expired on 9/15/2014. He was also advised that StarTex Power issued a Contract Expiration Notice on 8/13/2014; however a renewal was completed and his account transitioned to a month to month variable rate planBecause Mr*** did not agree with the information provided, he requested that the invoices billed on the month to month variable rate be adjusted to reflect his previous contract rate. StarTex Power advised Mr*** that should he renew on a new fixed rate plan, one invoice would be adjusted as a good faith gesture. The adjustment was to be applied in 1-billing cycles, as this is the timeframe for adjustments to be applied to accounts. Mr*** declined the offer demanding that both invoices billed on the month to month variable rate plan adjusted, a supervisor was requested and a call back was completed within the business day timeframe as promised.
As detailed in the previous response, Mr***’s account is now being handled by StarTex Power’s Compliance Department and there is no other department this matter can be escalated to, as he has also spoken with the Manager of the department. In an effort to bring this matter to a satisfactory resolution, StarTex Power has adjusted Mr***’s account although he has not agreed to a new fixed rate planHe has every right to bring this matter to the Public Utility Commission of Texas and StarTex Power will respond accordingly upon receipt of the complaint
StarTex Power reiterates that no further adjustments are warranted at this time and would encourage Mr*** to either select a new fixed price plan or choose another Retail Electric Provider so that he will no longer be billed on the month to month variable rate plan.
Regards,
Escalated Customer Support
[email protected]

Revdex.com Case # ***
StarTex Power acknowledges receipt of Revdex.com Case # *** from *** *** * ***.
Investigative Results:
StarTex Power has contacted *** *** and addressed all of her concerns. She agrees that this matter has been brought to a
satisfactory resolution.
StarTex Power apologizes for any frustration this matter has caused
Regards,
Escalated Customer Support
***

Revdex.com Case # ***
StarTex Power acknowledges receipt of Revdex.com Case #*** received from *** *** *** **
Investigative Results:
StarTex Power has contacted *** *** and addressed his concerns. *** *** confirmed that StarTex Power has brought this matter to a
satisfactory resolution.
Regards,
Escalated Customer Support
***

Revdex.com Case #
StarTex Power attempted to contact *** *** to advise that the credit was applied to his account on **/17/as promised and that the account is closed with a zero (0) balance; however he was unavailable and a voicemail was left. *** *** will receive a corrected invoice from StarTex Power within 3-business days.
StarTex Power apologizes for any inconvenience this matter has caused
Regards,
*** *** ***
***

Revdex.com Case # ***
StarTex Power acknowledges receipt of Revdex.com Case # *** received from Mrs*** Ann ***.
Investigative Results:
StarTex Power has spoken with Mrs*** regarding her concerns and has brought this matter to a satisfactory resolution
StarTex Power
apologizes for any confusion this matter has caused
Regards,
Escalated Customer Support
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint This is business as usual for this department All facts have been twisted and distorted in the company's favor with no regard for the customer relationship This type of corporate strong-arm tactic is the exact reason I have tried alternate methods to resolve They don't deserve a high Revdex.com rating at all It would be so easy to do the right thing and just give the customer the benefit of the doubt Instead they only find tapes of conversations they feel would benefit them This is highly illegal and unfair I am still requesting justice be done
Regards,*** ***

Revdex.com Case # ***
StarTex Power
acknowledges receipt of Revdex.com Case # *** from Ms*** ***.
Investigative Results:
StarTex Power has
confirmed with Ms*** that the $virtual gift card has been received
and that this
matter has been brought to a satisfactory resolution.
StarTex Power
apologizes for any frustration 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 ***, and have determined that this proposed action would not resolve my complaint
I would prefer to communicate if all possible through email on Revdex.com website for this reason everything can be record on my behalf and on the behalf of the Revdex.comI stated my complaint already and the only thing you can come up with to my solution is for me to call againI have tried to settle this before with your customer service department but now I am wanting to resolve this with Revdex.com using them as the middle personIf needed I can call your customer service department but what is going to change now from you not helping me before?

Revdex.com Case # ***
StarTex Power acknowledges
receipt of Revdex.com Case # *** from Mr*** ***.
Investigative Results:
StarTex Power has
reviewed Mr***’s account and concernStarTex power records indicate Mr
***
initially enrolled with StarTex in July under a six (6) Month Plan
expiring in January Constellation mailed renewal notice as required dated
December 09, In this notice StarTex outlines several ways Mr***
could renew with StarTex Power under several fixed rate programsThe renewal
notice also states; “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 rateThe Electricity Facts Label and Terms of Service
for the current month-to-month rate are attached to this notice.” StarTex Power
did not hear from Mr*** prior to his contract expiration therefore we
continued service under the month-to-month variable rate as dictated by state
regulations.
If Mr*** had
questions or concerns regarding renewal StarTex Customer Care agents were
available and would be able to assistCustomers can reach StarTex Power via
toll-free telephone, E-Mail or Web ChatStarTex Customer Care records do indicate receipt
of a call from Mr*** on June 6th indicating his concern
regarding high billStarTex Customer Care agents explained we sent
renewal notice and no responseStarTex agents offered current rates available
along with loyalty credits also available and Mr*** declined
StarTex Power’s
records indicate Mr*** was enrolled properly back in July appropriately
invoiced under the Terms of Service and as a result of no contact prior to
contract expiration Mr*** was correctly billed the month-to-month variable
rate as required by state regulationsBased on these facts no re-rate or
credit would be appropriate from StarTex Power at this timeStarTex regrets
Mr***’s decision but respects his right to cancel and apologizes for any
frustration or concern this matter may have caused
StarTex Power
appreciates the opportunity to provide additional information and address Mr***s’
concern.
Regards,
Escalated
Customer Support
[email protected]
Revdex.com Case # ***

What I say and you say are different things what I do want is my refundI already called and talked with customer service repAnd all that is said how your right and I'm wrongWhat I'm saying that your going away from your confirmation email that is sent to me after renewing my contract says if there is any problems we will contact you within a dayNever was contacted but sure was charged the ridiculous rate of per kW, for that reason I am now with discount power for a 2yr agreement that there company will honorWant my refund don't want excuse's

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Please escalate this issue to the office of the president of the company This arguing back and forth does not benefit any type of resolution PLEASE ESCALATE THIS ISSUE TO THE OFFICE OF THE PRESIDENT
Regards,*** ***