Dsign Graphics

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's argument is that I cannot enroll in a new power contract on [redacted]'s True Cost Portal, which provide better terms than renewing directly with Startex.  They said they rejected my order since I was an existing customer, and that I have to renew directly with Startex and cannot go through [redacted].When I reviewed the terms and conditions and true facts label advertised on the Startex ADs on [redacted]s website (anyone can view these publicly and Revdex.com might consider reviewing), I did not read anything stating that you cannot be an existing customer.  This is Startex's claim as to why they should not honor the terms of the agreement I requested.  I asked them to provide the language in the contract stating where I could not be an existing customer to request the contract terms as advertised.  They have yet to provide this.  The lady on the phone just kept restating that I could not be an existing customer to sign up for that plan.I have not seen any language in the advertised contract stating I could not be an existing customer and therefore have requested that they provide me that language in case I am incorrect and missed something.  If this language does not exist,  I also think they should change their ads to make it more clear that you cannot be an existing customer so that this does not happen to another customer and miss your renewal.  They have not provided either, and so I feel this does not resolve my complaint.  I basically feel their advertising is not clear. 
Regards,[redacted]

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 3 month fixed price plan at the time...

of
enrollment and submitted a refundable security deposit in the amount of $350.00
to initiate his electric service. 
Service became active on 5/27/2016 and ended on 8/25/2016.
 
Mr. [redacted] contacted
StarTex Power on 8/23/2016 to inquire about getting a refund for the $350.00 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 3-4 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 $297.29 was submitted and Mr. [redacted] was advised
that the check will arrive within 3-4 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
follow-up request 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 $297.23 had been approved and would be sent via standard mail on 1/5/2017.
 
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 $297.29. 
Mr. [redacted] reported that he had not received the check as of yet.  StarTex Power will follow-up with Mr. [redacted]
on a later date to confirm that he received his refund check that was issued on
1/5/2017.
 
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.  
Startex refuses to escalate my complaint any higher than the compliance department.  They never address my issues.  They delay, deny, and defend.  I will be heard eventually.  I just don't understand why they won't address my issues at this level. Their customer service is a joke.  They are condescending, rude, and their actions never comport with what they are telling you or what was previously done on an account.  If you talk to a different person, you get a different story.  
Regards,[redacted]

Revdex.com Case # [redacted]
After review of **. [redacted]’s complaint, StarTex Power confirms that all rules and regulations set forth by the governing agency for all Retail Electric Providers operating in the State of Texas open market have been adhered to.  As such, **. [redacted]’s account does not warrant any adjustments as advised in previous responses. 
Regards,            
 
Escalated Customer Support
[redacted]

Revdex.com Case # 10421128
 
StarTex Power acknowledges receipt of Revdex.com Case # 10421128 received from [redacted] 
 
Investigative Results:
 
StarTex Power has spoken with [redacted] and has addressed his account concerns. ...


 
Regards,             
 
Escalated Customer Support
[redacted]

Revdex.com Case # [redacted]
 
StarTex Power acknowledges receipt of Revdex.com Case # [redacted] received from Mr. [redacted] T. [redacted]. 
 
Investigative Results:
 
On 3/26/2015, Mr. [redacted] contacted StarTex Power and completed a renewal for a 36 month unbundled fixed rate plan with a fixed...

energy charge of 5.53 cents per kWh.
 
On 3/27/2015, StarTex Power emailed a Renewal Confirmation Notice along with the Electricity Facts Label (EFL), Terms of Service (TOS), and Your Rights as a Customer (YRAC) document for Mr. [redacted] to review and retain for his records. (Available for review)
 
Paragraph 29 of the TOS provides that customers have a Right of Rescission for switch request only:
 
29. Right of Rescission:
For switch requests, Customer has the right to rescind Customer’s request for STARTEX to become its REP without any Early Termination Fee within three (3) federal business days of the applicant’s receipt of the TOS. To rescind this Agreement, Customer shall give notice to STARTEX in writing via regular mail at P.O. Box 650827 Dallas, TX 752650827, or by email at [email protected] or by facsimile at 1 (866) 4778576 or by calling 1 (866) 9178271. Rescission requests received after three (3) federal business days are not guaranteed rescissions; However Customer has the right to select another REP and Customer may do so by contacting that REP, but Customer remains responsible for any Early Termination Fees. Regardless of the method or reason for termination or cancellation of this Agreement, Customer is responsible for the payment of any and all services provided to Customer before or after the termination or cancellation of this Agreement. If Customer requests that the TDU read its meter before the normal meter read date Customer may be charged a fee as set by the respective TDU.
 
Although Mr. [redacted] states that he contacted StarTex Power four (4) hours after submitting the renewal to cancel the request; our records indicate that Mr. [redacted] called in the next day, 3/27/2015.  Mr. [redacted] explained that he found a better rate and stated that since he has a three (3) day rescission, he would like to cancel the renewal submitted on 3/26/2015.  The StarTex Power representative advised Mr. [redacted] that the three (3) day rescission rule only applies to switch request.  Mr. [redacted] requested to speak with a supervisor for further assistance.  The StarTex Power representative advised Mr. [redacted] that a supervisor would contact him within 24-48 business hours.   
 
On 3/27/2015, a StarTex Power supervisor contacted Mr. [redacted]; however he was unavailable and a message was left.  (Recording available for review)
 
In conclusion, the right of rescission applies to switch request only; therefore Mr. [redacted]’s recent renewal cannot be cancelled without penalty.   
 
StarTex Power apologizes for any frustration this matter has caused.
 
Regards,             
 
Escalated Customer Support
[redacted]

Revdex.com Case # [redacted]
StarTex Power has addressed **. [redacted]’s concerns several times and reiterates that an error did not occur when **. [redacted] attempted to enroll as a new customer in an effort to renew his existing StarTex Power account.  As such, the system recognized that the address being enrolled was already associated with an active StarTex Power account; therefore the enrollment was canceled and **. [redacted]’s existing account was not renewed.  StarTex Power reiterates that no adjustments are warranted at this time. 
 
Regards,            
 
Escalated Customer Support
[redacted]

Revdex.com Case # [redacted]
StarTex Power spoke with [redacted] on **/25/2014 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:
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,
As Startex determined the ESI number for our [redacted] building has never been energized because our construction company tied into suite A that is under Startex.  You still had my electricity and never lost a dime of usage, although now after 8 years of a customer your greed has lost us forever, and of course [redacted] account will NEVER be paid since you stole the nearly $2200.00 from us moving onto this property.  [redacted]!!!

Revdex.com Case # [redacted]
 
StarTex Power acknowledges receipt of Revdex.com Case # [redacted] from Dr. [redacted] 
 
Investigative Results:
 
StarTex Power has contacted Dr. [redacted] and addressed all of her...

concerns.  She acknowledged 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 [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 2016.  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 $350 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.

[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, 2016 3:12 PM To: drteam <[email protected]> Subject: Revdex.com complaint   Please close the complaint with Startex power. I am satisfied with how the company resolved my complaint. [redacted] Sent from my iPhone