Dsign Graphics

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. [redacted]’ 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. [redacted]’ concerns.
Regards,             
Escalated
Customer Support
[email protected]

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 36 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 10:00 am and 2:30 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]
 
[redacted] Power acknowledges receipt of Revdex.com Case #[redacted] received from **. [redacted].
 
Investigative Results:
 
On [redacted], **. [redacted] contacted [redacted] Power because the rate plan he agreed to on[redacted] did not take effect, which caused his...

account to transition to a month to month variable rate plan. [redacted] Power apologized for the inconvenience and offered to renew **. [redacted] on a 36 month unbundled fixed price plan with an Early Termination Fee ("ETF") in the amount of $$350.00. **. [redacted] agreed to renew and acknowledged that he understood that the ETF in the amount of $350.00 would apply should he cancel prior to the contract expiration date. [redacted] Power advised **. [redacted] that he would receive a $[redacted] bill credit for the inconvenience and also adjusted his account based on the rate he agreed to on [redacted]. (Recorded call available for review)
 
**. [redacted]’s Agreement became effective on [redacted] and is scheduled to expire on [redacted]
 
On [redacted], **. [redacted]’s service dropped due to a switch and as a result, on [redacted] an ETF in the amount of $350.00 was assessed in accordance with his Agreement. (Invoice available for review) This invoice also includes the promised bill credits totaling $[redacted].
 
**. [redacted]’s [redacted], [redacted], has contacted [redacted] Power on several occasions stating that his [redacted] did not agree to a new contract and that the $350.00 ETF is not valid. [redacted] was advised that [redacted] Power would review the recorded renewal call that took place on [redacted] to determine if his [redacted] agreed to the 36 month contract.
 
[redacted] Power reviewed the recorded renewal call that took place on [redacted] and confirmed that **. [redacted] agreed to the 36 month plan and the ETF is valid. [redacted] requested a copy of the renewal call and was advised that he would be contacted by a member of [redacted] Power’s Escalated Customer Service Team. [redacted] was contacted as promised and was advised that [redacted] Power is unable to send a copy of the recorded call and apologized if he was advised otherwise.
 
In conclusion, **. [redacted] agreed to a 36 month unbundled fixed price plan with an ETF in the amount of $350.00. Because **. [redacted] canceled the Agreement prior to the contract expiration date, the ETF was assessed and no adjustments are warranted at this time.
 
 
Regards,

Revdex.com Case # [redacted]
StarTex Power contacted Mr. [redacted] to reinterate why the ETF is valid and he stated that he fully understands; however he still feels that fee is unfair.  Because the Agreement was between Mr. [redacted] and StarTex Power, we are unable to go after another party to collect the debt.     
In regards to the Certificate of Occupancy, this document was required by the utility company, not by StarTex Power, in order to connect the service at the location.  StarTex Power cannot confirm if this document was requested of [redacted] in order for the service to be placed in his name. 
StarTex Power has attempted to resolve this matter; however Mr. [redacted] has expressed that the resolution offered is not satisfactory.  The ETF will stand and StarTex Power will pursue all available means of collection.
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.  
[Provide details of why you are not satisfied with this...

resolution.]
Regards,
 
From: [redacted]
Sent: Wednesday, November 12, 2014 10:18 AM
To: [redacted]
Cc: drteam
Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]
Dear Manager,
 
I am aware of your side of the claim stating that you have mailed me a letter stating the actual period of the contact (which is almost a month backdated from the estimate) at a later time. I was expecting the new final contract to be e-mailed as original was done.  I can accept a week of deviance from the estimate, however, a month difference in the period, denotes a backdating of my contract. Please see the date I called for renewal. The period should start after I called not before.  The contract with the estimated date was in my record in the most accessible form (E-mail) sent the next day after I called. There was no such final contract stating the corrected date sent through e-mail to me with an alert stating that my contract period is backdated by you by a month. Your estimated date and actual date of contract has a very wide discrepancy for this customer to accept.   I am sorry to say that your explanation is not satisfactory for this customer, even if you have showed your paper trail to PUC. I have many family members and friends (referred by me) also experiencing similar customer service issues and will most likely move to other provider. Which may or may not  impact your business, however, do not underestimate the fact that customers have the choice. After many times calling and writing, this is the first time I got an response from your company about this complain, only after I filed with Revdex.com. Not a good sign of customer service, IS it? Please check your record for how long this customer was with your company. Doe not seem a  habitual complainer....
 
With regards
[redacted]

Revdex.com Case # [redacted]
 
StarTex Power acknowledges receipt of Revdex.com Case #[redacted] received from Ms. [redacted]
Investigative Results:
·         On 7/30/2014, Ms. [redacted] contacted StarTex Power and set up a Deferred Payment Plan...

(“DPP”) for the total balance on her account in the amount of $150.50.  Ms. [redacted] was advised that she would need to make a payment in the amount of $37.63 to activate the DPP and a payment in the amount of $22.58 on the 30th of each month for the next four months.  Ms. [redacted] was also advised that she would need to make timely monthly payments in order to avoid defaulting on the DPP and if defaulted, the total balance on the account would become due. Ms. [redacted] acknowledged that she understood and agreed to the Terms and Conditions of the DPP agreement. (Call available for review)
·         On 8/14/2014, Ms. [redacted]’ account was invoiced in the amount of $88.08 due on 9/4/2014.
·         On 8/30/2014, Ms. [redacted] contacted StarTex Power and made a payment in the amount of $22.58.  Ms. [redacted] did not schedule a payment in the amount of $88.08 to draft on 9/4/2014. (Call available for review)
·         Because Ms. [redacted]’ monthly payment in the amount of $88.08 was not received on 9/4/2014, the total balance on the account became due.  A Disconnect Notice was issued in the amount of $174.40 due on 10/6/2014 to avoid interruption in service.
In conclusion, Ms. [redacted] did not meet the terms of the DPP agreement and as a result, the agreement was canceled and the total balance became due.  If Ms. [redacted] would like to set up aDPP for the current balance due, she may do so by contacting StarTex Power and speaking with a customer service representative at [redacted]
Regards,        
[redacted]

StarTex Power has reviewed Mr. [redacted]’s account and
concern. StarTex Power records reflect on 8/23/17 StarTex Power reached out to
Mr. [redacted] inquiring if there was another phone number that could be
searched to locate a cancellation call. Mr. [redacted] was unable to provide...

additional
phone numbers that could be searched but stated he believe he call on 7/6/17 to
cancel service.
StarTex Power searched all systems from June 1, 2017 - July
31, 2017 looking for a cancellation call from Mr. [redacted] without success.
StarTex Power did locate a call dated 7/5/2017 where an agent from StarTex
Power’s Sales Team called Mr. [redacted] at [redacted] to offer a renewal
rate based on his pending contract expiration. It is important to note that the
agent Mr. [redacted] spoke with is a 3rd party vendor agent working
with the sales group and not an associate of StarTex Power’s Customer Care
group. The StarTex sales agent inquired to Mr. [redacted] if he had “contacted
StarTex Customer Care to see if StarTex serviced his new home” Mr. [redacted]
responded ”he went online to check rates”.
Based on the terms and conditions of StarTex Power’s
agreement with Mr. [redacted] in order to cancel service customers must contact
StarTex Power Customer Care either in writing or by telephone to properly
notify us of cancellation.
StarTex Power apologizes for any inconvenience or confusion this
issue may have caused Mr. [redacted] however at this time based StarTex Power
having no record of a cancellation request from Mr. [redacted], no refund would
be appropriate at this time.
StarTex Power again appreciates the opportunity to provide
additional details and if further questions or concerns remain please contact
us directly at [email protected]
 
Best Regards,

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 me. Startex 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 is. I can summit myEmails if needed of the problem I encountered with startex. Need 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 has provided Mr. [redacted] with the requested documents and has confirmed 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 Case # [redacted]
StarTex Power acknowledges receipt of Revdex.com Case # [redacted] from Ms. [redacted].
Investigative Results:
StarTex Power has contacted [redacted] and addressed her account concerns.
StarTex Power apologizes for any frustration this matter has caused. ...


Regards,
Escalated Customer Support
[redacted]

Revdex.com Case # [redacted]
 
StarTex Power has attempted for a 3rd time to contact **. [redacted] at [redacted] and address his concerns; however he was not available and a detailed voicemail was left. (Recordings of all attempted calls are available for review)  The Power To Choose website provides the following information:
“This offer is for new customers only who enroll through the Power To Choose website.  Check out our other great rates available! [redacted].”
This information is available to all that visit the Power To Choose website; however **. [redacted] continued to enroll as a new customer, rather than visit StarTex Power’s website as advised so that he could renew his existing StarTex Power account.  When new enrollments are completed an automated email goes out advising that if there is an issue with the new enrollment order (an issue that would cause the service start date to be delayed) a StarTex Power representative will contact the customer within one business day; however there was not an issue with **. [redacted]’s new enrollment order since the system recognized that service for the address enrolled was already active and associated with an active StarTex Power account.
 
In conclusion, **. [redacted] submitted a new enrollment through the Power To Choose website rather a renewal through StarTex Power’s website as advised and as a result, the enrollment was canceled since the system recognized that there was an active account associated with the address enrolled.  There are no adjustments warranted at this time.   
 Regards,          
 Escalated Customer Support
[redacted]

Revdex.com Case # [redacted]
StarTex Power acknowledges receipt of Revdex.com Case # [redacted] from Ms. [redacted]. 
Investigative Results:
StarTex Power attempted to contact Ms. [redacted] on 9/23/2015 and 9/24/2015; however we were unable to reach her and a message was left.
StarTex...

Power records indicate that a refund check in the amount of $154.79 was cut on 9/8/2015 and sent to Ms. [redacted] at P.O. Box [redacted]; Frisco, TX 75035. It has been confirmed that the check has been cashed. (Copy of cashed check is available upon request)  As such, StarTex Power is unable to re-issue another refund check to Ms. [redacted] as she has already received the monies owed to her. 
Regards,             
Escalated Customer Support
[email protected]

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.  The StarTex Power [redacted] offered to provide [redacted] with the rates available for renewal; however she declined stating that she would be switching to another provider and wanted to confirm what date she could switch without being charged an Early Termination Fee (“ETF”).  Prior to ending the call, [redacted] asked if she needed to contact StarTex Power to advise of the switch and she was advised that the company that she is switching to will take care of everything and once the switch is completed she would receive a final bill from StarTex Power.  (Call available for review)
 
On */*/2014, service dropped due to a switch and as a result on */9/2014 [redacted]’s StarTex Power account was final billed in the amount of $144.79 for the service period */**/2014-*/*/2014 due on 9/2/2014. (Invoice available for review)
 
StarTex Power did not receive a payment in the amount of $144.79 on 9/2/2014; therefore automated calls were made to [redacted] in an attempt to collect the outstanding balance.  However, StarTex Power’s attempt to collect the outstanding balance on [redacted]’s account failed and her account was placed with a third party collection agency as of **/6/2014.
 
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 */*/2014.  [redacted] was also advised that prior to her account being placed with the third party collection agency, StarTex Power attempted to contact her several times.  [redacted] admitted to receiving calls from StarTex Power, but stated that the calls were for someone else.
 
In conclusion, [redacted] was advised that she would receive a final invoice from StarTex Power after her service ended on */*/2014.  As such, a final invoice in the amount of $144.79 for [redacted]’s final service period with StarTex Power, */**/2014-*/*/2014 was issued on */9/2014 and no adjustments are warranted at this time.
 
Regards,

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.
Penny wise was never involved with me I have never requested service from this company. I requested service from [redacted] energy not penny wise. The change of service request back to startex was never approved by me. This is very unprofessional from startex, accepting a change request without consulting the consumer. I never gave penny wise any consent to make changes on my service. The only two companies to whom I gave any type of consent was startex and [redacted]

Was never contacted by startex my inbox for my email has no email from them or my call log for my phone does not have any missed call and my mailbox is not full or my voicemail is not full either. Excuse after excuse is all I keep on hearing from startex. I've already paid the account off and moved on with a better electric company and just trying to resolve the issue where star tex has in there email that they will contact you if your contract is not accepted or problems with it. When I did call the customers service rep. did informed me they do not follow through with procedures and made every excuse on how im going to have to pay. No problem paid already 400.00 double the price of my regular bill due to startex's billing and contract department not being on the same page.
Facts are
I renewed my contract for the same price I was already paying
Contract did not start and did not get a phone call or a email that my contracted didn't start
The number on file I provided is my [redacted] cell phone
The email on file is the same email for this Revdex.com dispute so for some reason everyone else can contact me but startex cant.
Startex next excuse will amaze me with what is said next. Startex if you need my money that bad go ahead and keep it and spend it on your customer service department. It could really use some better excuses then could not contact me.

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 billing. The 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 such. StarTex Power has been working with Ms. [redacted] to resolve this matter since she called in on 12/17/2014.  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]
 
StarTex Power
acknowledges receipt of Revdex.com Case # [redacted] from Mr. [redacted].      
 
Investigative Results:
 
An online enrollment
was completed by Mr. [redacted] on 7/18/2016, authorizing his electric service...

to
be switched from his current Retail Electric Provider (REP) to StarTex Power.  Mr. [redacted] selected and agreed to the Terms and
Conditions of a 36 month fixed price plan with an Average Price of 10.4 cents
per kWh based on 2000 kWh.
 
StarTex Power issued
a Welcome Letter on 7/21/2016, which included details regarding the 36 month
fixed price plan Mr. [redacted] selected and agreed to for his account.
 
The Agreement became
effective as of 7/18/2016 and was scheduled to expire on 7/24/2017 (Agreement available for review upon request)
 
Mr. [redacted]’s electric
service dropped due to a switch on 8/3/2016. 
As such, StarTex Power notified him of his service ending prematurely
and provided that if he intended to switch his electric service to another
provider, an Early Termination Fee (ETF) in the amount of $350.00 would be
assessed in accordance with his Agreement. 
He was also informed to contact us if for additional assistance if he
did not intend to switch. (Email available
for review upon request) 
 
Mr. [redacted] began to
contact StarTex Power on 8/4/2016, disputing the length of his Agreement and
reporting that he signed up for a 24 month plan.  He also reported that he was advised by a
StarTex Power representative that his Agreement would expire July 2016.  A request to locate any calls received from
Mr. [redacted]’s phone number was submitted. 
 
StarTex Power was
unable to locate any calls received from Mr. [redacted] in July of 2016 and advised
him of such.  StarTex Power also searched
for calls or correspondence that may have been received from Mr. [redacted] prior
to July of 2016; however the search retuned no results.    
 
The ETF in the amount
of $350.00 has since been billed to Mr. [redacted]’s account and is valid and
due.    
 
Thank you for
allowing StarTex Power the opportunity to address Mr. [redacted]’s concerns. 
    
Regards,             
 
Escalated
Customer Support
[email protected]

Sent: Friday, February 03, 2017 1:43 PM Subject: ID [redacted] / [redacted] Good Afternoon, StarTex Power contacted Mr. [redacted] today, 2/3/2017, and he confirmed that he received his refund check in the amount of $297.29 as of yesterday, 2/2/2017.  StarTex Power apologized to Mr. [redacted] for the amount of time it took for him to receive his refund check and offered to send him a $50.00 virtual gift card as a good faith gesture.  Mr. [redacted] accepted and will receive the gift card by email.  Best Regards, LaToya [redacted] Sr. Analyst Lead - Escalated Customer Support

Revdex.com Case # [redacted]
Mr. [redacted]’s StarTex Power account does not warrant any further adjustments.  StarTex Power advised Mr. [redacted] that one service period would be adjusted should he renew his account; however as a good faith gesture, the adjustment was applied without a renewal being completed. Additionally, StarTex Power issued Mr. [redacted] a contract expiration notice (available for review) to notify him of his expiring contract, but he failed to renew. As such his account transitioned to a month to month variable rate plan. The conversation in which Mr. [redacted] states he had with StarTex Power in regards to being advised that a renewal was not needed could not be located.   StarTex Power has acted consistently with PUCT Substantive Rule §24.475 (e)(1)(A), which states the following:
 
(e) Contract expiration and renewal offers. The REP shall send a written notice of contract expiration at least 30 days or one billing cycle prior to the date of contract expiration, but no more than 60 days or two billing cycles in advance of contract expiration for a residential customer, and at least 14 days but no more than 60 days or two billing cycles in advance of contract expiration for a small commercial customer. The REP shall send the notice by mail to a residential customer or shall send the required notice to a customer’s e-mail address if available to the REP and if the customer has requested to receive contract-related notices electronically. The REP shall send the notice to a small commercial customer by mail or may send the notice to the customer’s e-mail address if available to the REP and, if the customer has requested to receive contract-related notices electronically. Nothing in this section shall preclude a REP from offering a new contract to the customer at any other time during the contract term.
(1) Contract Expiration.
(A) If a customer takes no action in response to a notice of contract expiration for the continued receipt of retail electric service upon the contract’s expiration, the REP shall serve the customer pursuant to a default renewal product that is a month-to-month product.
 
Per Mr. [redacted]’s request, StarTex Power will not contact him since the resolution initially offered remains the same. 
 
Regards,            
 
Escalated Customer Support
[email protected]

Revdex.com Case [redacted] [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]