Dsign Graphics

Revdex.com Case # ***
StarTex Power continues to reach out to *** in an effort to bring this matter to a satisfactory resolution; however he is never available and voicemails can only be left when the mail box is not full. 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
Startex mentioned that "loyalty credits were offered, but Mr*** declined", however they neglected to mention that it was with the caveat that I signed on for a or month contract (even though 3, 6, 9, and month contracts were available), which, again, is an incredibly predatory, and heinous business practice I will accept the resolution if these credits are offered with no caveats or requirements
Regards,*** ***

Revdex.com Case # ***
StarTex Power is in receipt of Mr***’s complaint from the Public Utility Commission of Texas (“PUCT”) and has responded accordingly
Regards,
Escalated Customer Support
[email protected]

Revdex.com Case # ***
StarTex Power acknowledges receipt of Revdex.com Case # *** from Mr*** ***.
Investigative Results:
StarTex Power’s records do not match that of *** *** in regards to the incorrect meter being enrolled for service and it taking months to correct the
issue
On 10/21/2014, *** *** executed a Commercial Electricity Authorization From (“Agreement”) which authorized StarTex Power to become his Retail Electric Provider (“REP”) at *** *** **, Unit *; *** *** ** *** for (thirty) months(Agreement available for review upon request) As a condition of the Agreement, *** *** initialed and acknowledged that the authorization to establish his electric service with StarTex Power extended to all locations and ESIDs (Electric Service Identifier) identified in the Agreement.
The Agreement became effective as of 10/22/and is scheduled to expire on 4/21/
On 10/30/2014, *** *** contacted StarTex Power to advise that he did not have power. The StarTex Power representative advised *** *** that his service was connected as of 10/22/and to check his breakers to ensure they were in the on position. He was advised to call back if there was no power after checking the breakers. *** *** called back and stated that there was still no power and that the wrong meter was connected. He was advised to provide the correct meter number so that an order to connect the power could be submitted
On 10/31/2014, *** *** contacted StarTex Power and requested to establish service for *** *** **, Unit *; *** *** ** ***. He also advised that the service at *** *** **, Unit *; *** *** ** *** could remain active.
On 3/6/2015, *** *** contacted StarTex Power and stated that *** *** **, Unit *; *** *** ** *** is the incorrect address and that he needed service connected at *** *** **, Unit *; *** *** ** ***. The StarTex Power representative emailed *** *** a Transfer of Service form for him to sign and return to have the service/remaining contract at *** *** **, Unit *; *** *** ** *** transferred to *** *** **, Unit *; *** *** ** ***. *** *** signed and returned the form as of the same day. As such, the service at *** *** **, Unit *; *** *** ** *** ended on 3/10/and the service at *** *** **, Unit *; *** *** ** *** became active as of the same date.
StarTex Power acted in good faith and enrolled the address provided by *** ***. When made aware that the incorrect address was enrolled, the necessary actions were taken to enroll the correct address.
Regards,
Escalated Customer Support
***

Let's get back to the main complaint and not wonder off from the original complaint.I summited a complaint with the Revdex.com due to me receiving a email stating my new account number and new contract plan and simpleDon't send me a Email that stats everything is good to go and then month later the bill comes in of Double the amountSo what I'm here doing is putting my statement out there your Allowed me to set up a new contract , the whole monthSo it's my fault your system Startex allows you to Break Texas State Law , I have a legitimate complaint and will Keep my email where of my confirmation account number for my records and it statingIf any issues with new account arises you will be contacted in business day. Revdex.com should go ahead and close this caseYou keep my money because youneed it more then I do , I'm just stating the facts here I already had tried to contact you over The phone to resolve this and I'm just making a complaint for future buyers of startex services.My complaint is based on my facts my email received from youNext time don't send me a emailSaying everything is ok with your new account and I'm for sure you won't have this problem

[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 ***, and find that this resolution would be satisfactory to me

Revdex.com Case # ***
StarTex Power acknowledges receipt of Revdex.com Case #*** received from Mrs. *** ***
Investigative Results:
StarTex Power has contacted Mrs*** to advise that the warranted adjustments have been made to her account and that
she will receive a corrected invoice
StarTex Power apologizes for any inconvenience 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
The employee that called me never notified me that he did not work for StarTex power He never stated this Because of this, I had no way to know he didn't have power to cancel my account He also never mentioned that I needed to call a separate person to cancel He knew my account details such as my account number, my name, and my service address As this was not the case, I cannot believe that the consumer would need to know these things I have spoke with Firenia on the phone, and although she has been very helpful and calm on the phone, she explained to me that there was nothing she could do I want to know how as a consumer of a major company, I am supposed to know that when someone who calls me and has my information is not affiliated with the company This is something that should be explicitly stated at the beginning of the phone call The fact that it was not stated like that, leaves me in a position where I think I have told a company affiliate that I was canceling my service when in fact I had not done this at all.If more information would have been provided by the agent on the phone this situation would have never happened at all and I would not have paid money that I shouldn't have owed
Regards,
*** *** ***

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
Services were never restored with *** powerI don't know what they're talking about
Regards,

Revdex.com Case # ***
StarTex Power contacted *** *** and addressed his concerns. *** *** agrees that this matter is now closed with a satisfactory resolution.
Regards,
*** *** ***
***

Revdex.com Case # ***
StarTex Power acknowledges receipt of Revdex.com Case # *** from *** *** ***
Investigative Results:
StarTex Power’s records do not match that of *** ***. Our records indicate that *** *** was approached by a door to door representative
and was offered a month plan with a fixed energy charge of cents per kWh and a $bill credit. *** *** accepted the offer and completed a recorded Third Party Verification (TPV) call(Available for review upon request) Prior to accepting the Terms and Conditions of the plan, *** *** acknowledged that she understood the details of the plan selected and that a $ETF would apply if she canceled her service prior to the contract expiring. *** *** also acknowledged that she understood that her fixed energy charge would be cents per kWh and that her bill would include TDU Surcharges billed as a separate line item as well as applicable taxes and fees.
Upon completion of the enrollment, StarTex Power emailed *** *** an Enrollment Confirmation Notice which included an Electricity Facts Label for the plan selected. StarTex Power also issued a Welcome Letter with *** *** contract information as well.
On 6/3/2015, *** *** contacted StarTex Power to advise that she received her Welcome Letter and that the door to door representative failed to provide the correct information regarding the month plan Because door to door representatives are not direct employees of StarTex Power and are contracted through a third party vendor, matters such as this are taken very seriouslyAs we do not tolerate high pressure sales tactics and misrepresentation. Due to the nature of *** ***’ claims, a member of StarTex Power’s Compliance Team contacted her to address her concerns. While attempting to assist *** ***, she stated that she did not want to hear anything and requested to leave the account as is; therefore, no further action was taken. StarTex Power at no point advised *** *** that the rates promised were not available nor did we advise that the door to door representative would be terminated.
On 8/22/2015, *** ***’ service dropped due to a switch and an Early Termination Fee in the amount of $was assessed in accordance with her Agreement. Because *** *** terminated her contract, the fee is valid and no adjustments are warranted at this time
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
DOES ANYBODY FROM THE Revdex.com EVER READ ANYTHING I WRITE?Please respond directly and advise Thanks
Regards,*** ***

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
The response from Startex quotes me incorrectly out of context and is deceptively ambiguous Their facts are incorrect and the truth is literally skewed in their favor throughout I will try to keep my response as short and concise as possible in the interest of getting this matter resolved as quickly and easily as possible #this was a complete lie"Mr*** has asked that StarTex Power no longer contact him as he has been harassed and abused as a customer."That is not true On the last call made, I was called by someone in customer service She called me without cause because in my email I requested I would not be contacted unless I was being offered a different solution than was previously offered In other words, I didn't want to waste my time arguing because I am busy working Since I went to the trouble of putting everything in an email I just requested no calls unless it was to tell me something new Instead I got a call back minutes after I sent the email to tell me again what was in the email that was sent to me and when I objected to that the "manager"? told me I needed to hear her out This is harassment because all these questions were previously asked and answered by legal definition # On 9/16/2014, Mr***’s account transitioned to a month to month variable rate plan because a renewal was not completed on or before 9/15/THIS IS NOT EXACTLY TRUEActually I called Startex in August because I received a notice from them about a contract and I did not understand it My wife heard the whole conversation and I was told at that time I did not need to sign a contract yet I was not given any credit as a good faith gesture, conversely, if I did not make a Revdex.com complaint I would have received credit I was credited for one month out of contract which is not correct I am being billed for two months out of contract #Startex acted within the guidelines of ERCOT This is not true If I had known I was out of contract, I would have gladly resigned I have been a customer since and I have never had a problem with them until this year which is because they changed billing platforms and did not bill me for months When I discovered this, they did not contact me I contacted them I would be very happy if I received a credit for all out of contract fees and could sign a new contract If Startex would only do that then they truly would be acting in good faith and I would be delighted to hear from them At this point they stand in violation of the deceptive trade practices act I will pay the undisputed amount today and await fair resolution in the interest of justice Thank you for your time
Regards,
*** *** ***

Revdex.com Case # ***
StarTex Power acknowledges
receipt of Revdex.com Case # *** from Mr***hew ***.
Investigative Results:
StarTex Power has
reviewed Mr*** account and concernStarTex power records indicate
Mr
*** initially enrolled with StarTex in December under an “Introductory
three (3) Month Plan” expiring in March Constellation mailed renewal
notice as required dated January 27, [Attachment] In this notice StarTex
outlines several ways Mr*** could renew with StarTex Power under our
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 and 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 an e-mail message from Mr*** on or
around June the 2nd indicating his concern StarTex Customer
Care agents made outbound attempts that day to reach Mr*** however they
were unsuccessful and messages were left for Mr*** to please return the
callTo date StarTex Customer Care has not heard back from Mr***
StarTex Power’s
records indicate Mr*** was enrolled properly back in December
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 time
StarTex regrets Mr*** decision but respects his right to cancel and
apologizes for any frustration or concern this ***er may have caused
StarTex Power appreciates
the opportunity to provide additional information and address Mr***’ concern.
Regards,
Escalated
Customer Support
[email protected]
Revdex.com Case # ***

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 *** *** got the chance to listen to the recorded conversation that took place between my *** and a *** representative by the name of ***, there were several recordings that I heard, one took place on and apparently a contract was agreed upon during that timeThe contract was never set up for whatever rea***, *** power stated the system did not generate the renewal that was *** power's first mistake of manyA second phone call took place on *** *** whereas my *** never agreed to that contract but instead still continue to ask for documentation to be sent to him so he can read it and then sign it but the representative said that he can looked up the information on the Internet now mind you my *** is ** years old and the only thing he knows how to do on the computer is playing solitaire. *** also stated that the first contract did not take place and that it wasn't my ***'s fault so what he was going to do was give credit for their mistakeAt that time my *** still continue to ask for documentation to be sent and stated that it would be a much better way for himThe only thing I can see here is that *** power is trying to squeeze money out of innocent consumers for services that weren't renderedIn the recording there were many times that my *** ask the represented to repeat statements that were being said because he couldn't hear it clearlyNow hearing the recordings I can surely state that my *** is not understanding most of what was being said but it clearly sound like that he wasn't agreeing to a new contract unless he has it in writing where he can sign and then return the formsNow if *** power did not make any mistakes then why did they make the mistake for the renewal on *** *** *** and just recently my *** received a letter from a collection agency not for the amount of $which is being asked but for the amount of $and having the collection agency calling my ***'s home to harass himNow that only shows that start text power continues to make more mistakesWe are demanding *** power to stop with the collection calls, correct their errors, and to be professional about it Thank you

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 do appreciate the response and the written acknowledgement that there is a discrepancy, but this is only the first step to resolving the concern. Because they acknowledge that my rate is incorrect, I have several hundred dollars of overpayment from the past months AND continue to be billed at a rate 40% higher than I should. I did talk to a *** that verbally seemed to acknowledge a problem and was referring it to another department. I was promised a call-back, but have not received it. As of this moment, I have received no message on the phone that I received the original (and only) *** call, and I have received no email messages. I am not willing to close this complaint until they can confirm the fix to my current rate and also the invoice fixes for all previous months. I am not comfortable closing this complaint without a very specific course of action. I think that this is reasonable
Regards,*** ***

Revdex.com Case # ***
StarTex Power attempted to contact ***; however he was not available. StarTex Power was able to leave a message to request a return call from ***. (Recordings of attempted calls available for review)
Regards,
Escalated Customer Support***

Revdex.com Case # ***
StarTex Power acknowledges
receipt of Revdex.com Case # *** from Mr*** ***.
Investigative Results:
StarTex Power’s
records do not match that of Mr*** with regards to the information
provided
in his complaint
StarTex Power
confirms that Mr*** was a customer from 3/2/up until he switched his
service to another provider on 12/21/2016.
At the time the switch occurred, Mr***’ account was on a no
contract rate plan, with no Early Termination Fee (ETF)
In an attempt to
retain Mr***’ patronage, a member of StarTex Power’s retention team
contacted him on 12/29/and offered a month fixed price plan. Mr*** accepted the offer and agreed to
switch his service back to StarTex Power as of the same day. Prior to completing the switch enrollment
request, the StarTex Power representative advised Mr*** that we would not
be responsible for any fees that his current supplier may apply for switching
his service away from them. Mr***
asked if his current provider would charge him an ETF. The StarTex Power representative advised Mr
*** that by state regulation, a switch enrollment can be rescinded within
three (3) federal business days after receiving a copy of his Terms of Service
Agreement; however he was not promised that his current provider would not
charge an ETF or that StarTex Power would credit his account if an ETF were
assessed.
Upon Mr***
contacting StarTex Power to report that he had been charged an ETF from his
previous provider, StarTex Power offered to return his service from the date of
loss so that the ETF could be waived. He
was also advised that StarTex Power would not penalize him for switching back
to his previous provider. Mr***
advised that he would call back after speaking with his previous provider to
confirm that the ETF would be waived if he returned from the date of loss
To date, StarTex
Power has not received a return call from Mr***
Thank you for
allowing StarTex Power the opportunity to address Mr***’ concerns.
Regards,
Escalated
Customer Support
[email protected]

Revdex.com Case # ***
StarTex Power acknowledges receipt of Revdex.com Case #*** received from Mrs*** ***
Investigative Results:
StarTex Power attempted to contact Mrs***; however she was unavailable and a message was left
Due to a systematic
error, Mrs***’s contract expiration notice was not issued as required. Because of this, StarTex Power will adjust the account to reflect the previous fixed rate Mrs*** agreed to. A corrected invoice will be issued within 7-business days
StarTex Power’s records do not match that of Mrs***’s. StarTex Power’s records indicate that Mrs*** contacted StarTex Power on 1/15/and requested to speak with a supervisor and a call back request was submitted for a return call within 24-business hours. Mrs*** contacted StarTex Power a few hours later and advised that she had not received a call back as promised. She was advised that a request had not been submitted; however a callback request had been submitted earlier that day. The submitted request was overlooked due to human error. Due to the recent holiday, StarTex Power’s offices were closed on 1/19/2015; therefore Mrs*** was contacted by a member of StarTex Power’s Escalated Customer Service Department on 1/20/2015, but because she was not available a message was left. StarTex Power’s records further indicate that a request to speak with a supervisor was not made prior to 1/15/
StarTex Power apologizes for any inconvenience 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
I do appreciate that StarTex acknowledges the problem. Why then will StarTex not stop the bleeding and fix my rate now? I have documentation to show that my rate should be 10.5c/kwH since *** 2014. I continue to wait for the previous months be fixed, but have not been given a time frame that this will be resolved. In addition, I continue to be billed at the incorrect rate on current usage. This could be fixed today. We are not talking about minor adjustments. This is a 40% incorrect overage on every kilowatt that I useI did receive a voice mail from someone at StarTex named ***. I have called her a couple times and not received another call back. I do not know how this process works with the Revdex.com, but I understand that this company is a A+ rated member of the Revdex.com. I would expect more from a company with such a high rating. Startex continues to acknowledge that they are wrong, but are not offering a solution or a time frame for a solution. While I wait, I continue to be billed incorrectly.Thank you for your attention to this matter, and please help provide oversight to ensure that Startex actually addresses the problem that they acknowledge before you consider closing this case.
Regards,
*** ***