Dsign Graphics

[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:
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.There is no proof the notice was sent and they could not show proof that they sent it via email.  I am not satisfied.
Regards,

Revdex.com Case # [redacted]
 
StarTex Power
acknowledges receipt of Revdex.com Case # [redacted] from [redacted].      
 
Investigative Results:
 
Upon receipt of Revdex.com
Case # [redacted], StarTex Power immediately contacted Ms. [redacted] and addressed
her...

account concerns.  This matter has
been brought to a satisfactory resolution. 
    
Regards,             
 
Escalated
Customer Support
[email protected]

Revdex.com Case # [redacted]
Upon Mr. [redacted] reporting that he contacted StarTex Power in the early
part of July 2016, a complete account research was performed to pull any calls
that may have been received from Mr. [redacted] in the month of July.  The account research was conducted using two
phone numbers Mr. [redacted] provided. 
StarTex Power was unable to locate any calls received in the month of
July and also confirmed that the last time he contacted StarTex Power prior to
8/4/2016 was on 11/25/2015 on an unrelated matter.
StarTex Power has offered to allow Mr. [redacted] to listen to the enrollment
call that took place on 7/18/2014, which confirms the contract term selected
for his account; however he has not accepted the offer. 
It is unfortunate that StarTex Power is unable to bring this matter to a
satisfactory resolution for Mr. [redacted] and will consider this issue closed as
well. 
Regards,             
Escalated
Customer Support
[email protected]

Revdex.com Case # [redacted]
 
StarTex Power attempted to contact **. [redacted] to address his concerns; however he was unavailable and a voicemail could not be left because his mailbox was full.  StarTex Power will attempt to contact **. [redacted] at a later time. 
 
Regards,        
 
Escalated Customer Support
[redacted]

Revdex.com Case # [redacted]
 
StarTex Power acknowledges receipt of Revdex.com Case #[redacted] received from **. [redacted].
 
Investigative Results:
 
On [redacted], **. [redacted] completed an online enrollment intended for new customers via the Power To Choose website, rather than a renewal...

for existing customers via the StarTex Power website.  Prior to selecting the signup option on the Power To Choose website, customers are given the opportunity to view the “Special Terms” of the plan selected which states the following:
“This offer is for new customers only who enroll through the Power to Choose website.  Check out our other great rates available! [redacted].”
The completion of the enrollment triggered an automated email confirmation to be sent which included a copy of the Terms of Service, Electricity Facts Label and Your Rights as a Customer documents for the plan selected.  The email details that a StarTex Power representative will contact the customer within one business day if there is an issue with the new enrollment order.  Because the address enrolled by **. [redacted] was identified as an existing address associated with an active account, the new enrollment attempt did not renew his existing account. 
In conclusion, **. [redacted] submitted a new enrollment through the Power To Choose website rather a renewal and as a result, the enrollment was canceled since the system recognized that there was an active account associated with the address enrolled.
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] contacted StarTex Power on 1/3/2017 to report that he requested to cancel his electric service at [redacted]...

[redacted] on 11/30/2016 and wanted to know why he was still receiving invoices. StarTex Power advised Mr. [redacted] that a cancellation request had not been received. Because Mr. [redacted] was adamant that he requested to cancel service, StarTex Power submitted a request to locate the call that took place on 11/30/2016; however StarTex Power was not able to locate the call. StarTex Power confirms that a follow-up call was not placed to Mr. [redacted] and for this we apologize.
 
Upon receipt of Revdex.com Case # [redacted], StarTex Power contacted Mr. [redacted] and advised that another search will be performed to attempt to locate the call that he reports took place on 11/30/2016. If the call is located, StarTex Power will make the necessary adjustments to Mr. Sparling’s account.
 
StarTex Power apologizes for the inconvenience this matter has caused.

Regards,
 
Escalated Customer Support
[email protected]

Sorry but none of that information is available when signing up , trust me if this information was available saying your contract will not be honored who in there right mine will sign up. Please spend my money on your customer service for I know I will not receive a refund for your mistake.

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] 9 month fixed priced plan was scheduled to expire on 4/29/2015, and on...

3/25/2015 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 plan. Included with the notice was the Electricity Facts Label (EFL) for the month to month plan the account would be placed on. Please 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 4/29/2015.
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 9/19/2015 and per his request, a Move Out was submitted for the date requested. At no time during the call was Mr. [redacted] advised that he would not receive any additional bills. He was advised that he would be responsible for the consumption at the location until the request to cancel was completed. Mr. [redacted] acknowledged the he understood. (Call available for review upon request)
On 9/23/2015, the account was final invoiced in the amount of $367.91. (Invoice available for review upon request) This invoice includes a balance forward in the amount of $247.86, which was due on 9/25/2015 for a previous service period 7/31/2015 – 8/31/2015.
Mr. [redacted] began contacting StarTex Power on 11/12/2015 to dispute the billed charges in the amount of $367.91, stating that he made a payment and owes nothing else. StarTex Power informed Mr. [redacted] that the payment he made in the amount of $267.66 on 8/28/2015 was for the service period 7/1/2015-7/31/2015. He was also advised his account reflects an outstanding balance in the amount of $247.86 for the service period7/31/2015 – 8/31/2015 and final chargers in the amount of $120.05 for the service period 8/3/2015 – 9/19/2015.
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 plan. StarTex 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 apologize. Additionally, Mr. [redacted] was made aware that he would be responsible for the consumption at the location until the request to cancel was completed on 9/19/2015.
Regards,
Escalated Customer Support
[email protected]

Revdex.com Case # [redacted]
 
StarTex Power acknowledges
receipt of Revdex.com Case # [redacted] from Mr. Mrs. [redacted].      
 
Investigative Results:
 
Upon receipt of Revdex.com
Case #[redacted], StarTex Power contacted Ms. [redacted] to discuss her...

account
concerns.  After speaking with Ms. [redacted],
she confirmed that StarTex Power has brought this matter to a satisfactory
resolution. 
 
StarTex Power
appreciates the opportunity to address Ms. [redacted]’s concerns. 
 
Regards,             
 
Escalated
Customer Support
[email protected]

Revdex.com Case # [redacted]
 
StarTex Power acknowledges
receipt of Revdex.com Case # [redacted] from Ms. Yvonne [redacted].      
 
Investigative Results:
 
As a courtesy, customers
whose account balances have become delinquent receive automated calls...

from
StarTex Power to remind them of the payment due.  This provides customers the opportunity to
make a payment in order to avoid service interruption and additional charges being
accessed to their accounts. 
 
StarTex Power
confirms that Ms. [redacted] has requested to have her phone number placed on the “Do
Not Contact” list; however she was informed that being placed on the list would
not prevent her from receiving the automated calls when her account balance becomes
past due.  Ms. [redacted] was given the option
to remove her phone number from StarTex Power’s account records, she declined. 
 
StarTex Power’s
records do not match that of Ms. [redacted]’ reports of receiving calls as early as
4:40 a.m. and as late as 10:30 p.m. and not receiving a reply regarding her
contract end dates for her account.  Automated
calls are placed between the hours of 9:00 a.m. CST and 6:00 p.m. CST; therefore
Ms. [redacted] would not have received an automated call outside of that time
frame.  StarTex Power’s records indicate
that Ms. [redacted] sent an email on 4/29/2017 and 5/24/2017 to inquire about the
contract end dates for her accounts and replies were sent on 5/2/2017 and
5/24/2017. Email threads available for review upon request.  
 
StarTex Power
appreciates the opportunity to address Ms. [redacted]’ concerns. 
 
Regards,             
 
Escalated
Customer Support
[email protected]

Revdex.com Case # [redacted]
StarTex Power acknowledges receipt of Revdex.com Case # [redacted] from Mr. [redacted].
Investigative Results:
StarTex Power’s records do not indicate that [redacted] called in February 2015 and requested to cancel his service.  Because a cancellation was not requested,...

his service remained active through 5/18/2015. 
StarTex Power has searched for the call [redacted] states he made to cancel his service, but has been unable to locate any calls received from his phone number in the month of February. 
If [redacted] can provide phone records showing that he did indeed contact StarTex Power in February 2015, we will gladly adjust his account accordingly.  Otherwise, the charges are valid and due. 
Regards,             
Escalated Customer Support
[redacted]

Revdex.com Case # [redacted]
 
StarTex Power acknowledges
receipt of Revdex.com Case # [redacted] from [redacted].      
 
Investigative Results:
 
Ms. [redacted]’s 6 month
fixed price plan was scheduled to expire on 2/9/2017, as such; StarTex...

Power
issued a Contract Expiration Notice on 1/5/2017.  (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 normal invoice she received.  StarTex Power informed her that the 6 month
fixed price plan expired on 2/9/2017 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 1/5/2017 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 6 month fixed price plan expiring as of
2/9/2017.  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 Case # [redacted]
 
StarTex Power acknowledges receipt of Revdex.com Case #[redacted] received from Mr[redacted]. 
 
Investigative Results:
 
StarTex Power has contacted [redacted] and has brought this matter to a satisfactory resolution.
 
StarTex Power...

apologizes for any inconvenience this matter has caused.
 
Regards,        
 
[redacted]

StarTex Power advised [redacted] that she would receive a final bill for service rendered through her end date; as such, a final invoice was issued on */9/2014. Because [redacted] failed to make a payment for the amount owed by the due date indicated on the invoice, her account was placed with a third party collection agency after several attempts made by StarTex Power to collect on the outstanding balance. StarTex Power confirms that [redacted]’s credit rating has not been tarnished in any way. [redacted] may contact StarTex Power at her earliest convenience and speak with a [redacted] in Collections to resolve this matter.
Regards,

Revdex.com Case # [redacted]
StarTex Power will gladly allow Mr. [redacted] the opportunity to review the call in which he was advised by a StarTex Power representative that one (1) service period would be adjusted to reflect the rate he was on prior to his account transitioning to a variable month to month rate if he agreed to renew on a fixed rate plan.  Although Mr. [redacted] has not renewed, an adjustment was applied as a good faith gesture and no further adjustments are warranted at this time.  Additionally, StarTex Power has rectified the matter in which Mr. [redacted] experienced delayed billing and he did agree at the time that the resolution was satisfactory. Mr. [redacted]’s complaint has been escalated and is being handled by StarTex Power’s Compliance Department (formerly Office of the President).  Several attempts have been made to bring this matter to a satisfactory resolution; however StarTex Power has been unsuccessful in those attempts.  Should Mr. [redacted] decide to remain a StarTex Power customer, he may renew at any time on one of the plans available for renewal.   
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]

Revdex.com Case # [redacted]
 
Mr. [redacted]’s concerns are already being handled by the Compliance Department (formerly known as the Office of the President) as advised in a previous response.
Regards,            
 
Escalated Customer Support
[email protected]

Revdex.com Case # [redacted]
 
StarTex Power acknowledges receipt of Revdex.com Case # [redacted] from Mr. [redacted]. 
 
Investigative Results:
 
Mr. [redacted] executed a Commerical Electricity Authorization Form (“Agreement”) which authorized StarTex Power to become his Retail Electric...

Provider (“REP”) at [redacted] for 24 months.  As a condition of the Agreement, Mr. [redacted] initialed and acknowledged that he understood and agreed that there is an Early Termination Fee (“ETF”) for early cancellation, the amount of which shall be the product of the Average Invoice Amount (as measured in dollars) multiplied by the Default Usage Factor. (Agreement available for review)
The Agreement became effective as of 6/23/2014 and was scheduled to expire on 6/22/2016.
On 3/24/2015, Mr. [redacted] emailed StarTex Power and requested to cancel the service at [redacted]. A Move Out form was sent to Mr. [redacted] for him to complete and return to StarTex Power prior to service ending; however the form was not returned until 4/8/2015, after the service ended.   
 
On 3/27/2015, Mr. [redacted] emailed StarTex Power and requested a Transfer of Ownership Form to be sent to him to allow the remainder of the contract to be transferred to the new owner of the property.  Per Mr. [redacted]’s request, the form was sent via email; however the completed form was never returned to StarTex Power.
 
On 3/31/2015, service dropped due to a move out and in accordance with Mr. [redacted]’s Agreement, an ETF in the amount of $3,261.06 was assessed.  Because a payment had not been received, StarTex Power referred Mr. [redacted]’s account to a third party collection agency in an attempt to collect the outstanding debt. 
 
Mr. [redacted] has contacted StarTex Power on several occasions to dispute the fee and has been advised each time that the fee is valid since the service ended prior to his contract expiration date.  Mr. [redacted] has also been advised that he would have needed to either transfer the ownership/service or submit a completed move out form prior to the service ending to avoid an ETF. 
 
Because StarTex Power values customer service and as a good faith gesture, Mr. [redacted] was given a onetime offer to resolve this matter; however he was unable to accept.  Going forward, Mr. [redacted] may contact the third party collection agency to inquire about available options to settle the debt.
 
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.  
The state that a check was mailed on 1/5/17.  It is now 1/23/17 (12 business days later) and I have yet to receive any check in my mailbox.This will not be closed until I RECEIVE and DEPOSIT my check.
Regards,-[redacted]