February 24, [redacted] City, TX [redacted] RE: Revdex.com # [redacted] Dear Mr***, Your complaint states when your current contract ended the electric bill skyrocketed to $per month in a second home with little usage that monthWhen you called to renew you were quoted a price of cents per kWh but when the fact sheet showed up it was cents per kWhYou state when you called to question the rate you were not allowed to hear the recording where the extra fees were disclosedYou state you were also advised if you cancelled your service you would be charged a $fee which also was not disclosedYou state the paperwork said you could cancel within days but the representative said that does not apply to you A detail investigation of your account revealed that on September 3, 2015, you initiated service with Gexa Energy selecting the Gexa Choice plan, a month fixed rate planThis contract price was effective starting with your bill that contains the usage for: 09/06/and terminated with the bill containing usage for 06/05/An additional review of your account revealed the following: On April 21, 2014, Gexa Energy sent you a Renewal notice indicating: “Your fixed rate service plan is scheduled to expire on June 5, Be assured your electricity service will continue if you do not choose a new fixed-rate service planIf a new Gexa fixed-rate service plan is not selected by June 5, 2014, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.” · After this contract expired, you failed to renew your contract rate, therefore; your rate was migrated to month to month (variable) rate plan On February 7, 2015, you completed a contract renewal selecting the Gexa Stable plan, a month fixed rate plan with the rate of $per kWhThis contract price was effective starting with your bill that contains the usage for: 02/07/and terminated with the bill containing usage for 02/06/ On February 9, 2015, Gexa Energy sent your Renewal package which included your Terms of Service (TOS), Electricity Facts Label (EFL), and Your Rights as a Customer (YRAC)Your EFL indicates the Energy Charge is $per kWhThe EFL also indicate the Average Price per kWh is $per kWh at kWh, $per kWh at kWh which includes and $per kWh at kWhA monthly service fee of $applies if your usage is below kWh per billing cycleThe EFL also EFL indicates “TDU Delivery Charge is $and $per month flat charge”It also indicates ‘TDU charges are subject to changeSee “Pricing” and “Change in Law Regulation” section of the Terms of Service.’ Your February 7, 2015, billing statement for the service period of 01/06/– 02/05/with an actual usage reading of kWh with an energy charge rate of $cents per kWh and the average rate of $per kWh in the amount of $due on February 26, In January 2014, you contacted Customer Care regarding your current rate and charges on your recent billThe representative explained the details of your rate as indicated on your EFL and informed you that you were provided the same details during your enrollment (call attached for your review) and via the EFL that was sent to you Regarding your request to cancel your service within days – As indicated within your Terms of Service document under Rescission: If you are switching your electric service to Gexa Energy from another REP, you have the right to rescind your Agreement with Gexa Energy without any fee or penalty of any kind within three (3) federal business days of receiving this Terms of Service documentMr [redacted] you did not recently switch your service to Gexa Energy from another Retail Electric Provider (REP), you completed a Rate Change / Product Renewal as a current customer; therefore, the Rescission Rule does not apply We sincerely apologize for any inconvenience this issue may have caused the customerWe thank you for providing us with an opportunity to address your inquiry Sincerely, Gexa Energy Customer Relations Department
Revdex.com: This letter is to inform you that Gexa Energy, L.Phas carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/1/12:42:PM and assigned ID As of April 30, I have received my latest ebil and I am confident that I will continue to do so Regards, [redacted]
August 13, [redacted] RE: Revdex.com # [redacted] Dear [redacted] , After further discussion with management regarding your outstanding balance, I was authorized to waive the Base Charge in the amount of $indicated on your July 30, 2014, billing statement and two late fees that were present on your account in the amounts of $& $plus tax in the amount of $for a total credit of $as a one-time Customer Satisfaction creditTherefore, your current final outstanding balance is $ However, Gexa Energy is unable to adjust any additional charges on your account [redacted] , as previously mentioned, since you failed to request a move out and indicate a service stop date during your call to our Customer Care Center your service continued on a month-to-month basis after your initial contract term expired as indicated within the renewal letter sent to you on April 4, Therefore, you are liable for the charges incurred on your account until the account was switched away from Gexa Energy on July 29, 2014, by another provider Again, we sincerely apologize for any inconvenience this issue may have caused youTo avoid additional penalty fees; your payment is due immediatelyWe thank you for providing us with an opportunity to address your concerns Gexa Energy Customer Relations Department
[redacted] *, [redacted] *** [redacted] Dear [redacted] Gexa Energy received your **mplaint filed with the Houston Revdex.com (Revdex.com) on [redacted] **, 2014; you state you called Gexa on [redacted] 7, 2014, to request a move out effective [redacted] 21, She states that when she called later for **nfirmation of the cancellation, she was told they **uld not process the move out right away due to legal reasons but was assured that she would not be responsible for any charges after the beginning of ***The customer states that after receiving more bills she **ntacted Gexa Energy again and was assured that the process was being resolved and she would not receive any more bills but she recently received a notification from a **llection [redacted] for an outstanding balance due to Gexa Energy that she feels she doesn't owe A detail investigation of your ac**unt revealed that you initiated service with Gexa Energy on [redacted] 13, Review of your ac**unt revealed the following: [redacted] , our re**rds indicate on [redacted] you called and informed a [redacted] that you had previously called two weeks prior (the week of [redacted] 9) and requested to cancel your services but when the [redacted] pulled all calls for your phone number, there was no re**rd of a call from your number around that date and no other calls of her you requesting to have your service stoppedThe [redacted] informed you that the only recent call we received from you was on [redacted] 7, The [redacted] then submitted a request to have your service stopped but due to a system failure, the request did not processOn [redacted] 24, 2014, you called again regarding another bill you received and after reviewing the ac**unt, the [redacted] determined that the original request did not process and he submitted a “Failed Dis**nnect” request to terminate your service retroactive to [redacted] 5, The [redacted] informed you that this would take a few weeks because Gexa Energy would need the final bill from the [redacted] , On**r so that the final amount **uld be adjustedThe [redacted] advised you to call back in approximately days to get your final adjusted bill amountOn [redacted] 6, 2014, Gexa Energy generated a final bill in the amount for the service period of ***/to [redacted] indicating a Balance Forward of $with a total amount of $On [redacted] 15, 2014, you called for an update on the process and the [redacted] informed you that your ac**unt was in the process of being adjusted and again informed you to call back in a **uple of weeks to get the final adjusted amount but our re**rds do not show another call from youOn [redacted] 24, 2014, your adjusted final balance of $was sent to [redacted] *** in error We sincerely apologize for any in**nvenience this issue [redacted] have caused you Please know that the Bad Debt has been reversed and our third party [redacted] , [redacted] has been notified to stop all **llection attemptsAs a Customer Satisfaction **urtesy, Gexa Energy will waive the final amount of $to zero out your ac**untWe thank you for providing us with an opportunity to address your **mplaint [redacted]
February 24, [redacted] Ct [redacted] , TX [redacted] RE: Revdex.com # [redacted] Dear Ms [redacted] , Your complaint states you feel Gexa Energy misrepresented the fees it charges on our monthly bills because you were quoted a certain kWh per hour but each month your bill reflects something differentYou state your kWh has varied from $to $per kWh because of hidden fees and you feel this is unfair and deceptive and are requesting a refund of your cancellation fees A detail investigation of your account revealed that you initiated service with Gexa Energy on July 28, 2014, for the service address of [redacted] Ct., [redacted] , TX [redacted] under account # [redacted] 1-Review of your account revealed the following: On July 28, 2014, Gexa Energy sent your Welcome package which included your Terms of Service (TOS), Electricity Facts Label (EFL), and Your Rights as a Customer (YRAC)The EFL indicates the details of your Energy Charge which is $per kWhThe EFL also indicate the Average Price per kWh is $per kWh at kWh, $per kWh at kWh and $per kWh at kWh On January 10, 2015, Gexa Energy generated a bill for the service period of 12/10/– 01/09/with an energy charge of per kWh and the Average Price per kWh of per kWh with a total usage of kWh with a total amount of $due on January 29, On February 12, 2015, Gexa Energy generated a bill for the service period of 01/09/– 02/10/with an energy charge of per kWh and the Average Price per kWh of per kWh with a total usage of kWh with a total amount of $due March 4, On February 20, 2015, you called regarding her rate and a Gexa Energy representative explained the details of the customer’s rate as described on your EFL, you stated that you understood but was not satisfiedTherefore, the representative offered to switch you to another rate plan but you stated you would call back if you decided to change your rate planThen you asked if there was an Early Termination FeeThe representative informed you that an Early Termination Fee does apply if you switch your service prior to your contract’s end date As your Retail Electric Provider (REP) Gexa Energy bills your electric service based on the meter readings that are provided by your local TDUThe TDU is responsible for service connections, disconnections, reading and testing the meters, responding to service outages and maintenance of their facilities and equipment within their service territoryAs previously indicated, we explained the difference of the rate that’s listed on the EFL and what’s listed on your bill Gexa Energy has billed you in accordance with your EFL and TOS We sincerely apologize for any inconvenience this issue may have caused you Please know that since the billing statements that are in dispute indicate actual reads, we can submit a request to your TDU, Oncor for a meter reread or a meter test; however, there may be charges associated with the meter reread or meter testFor more details or to request a meter reread or a meter test please contact Gexa Energy We thank you for providing us with an opportunity to address the customer’s complaint Gexa Energy Customer Relations Department
You rejected our response indicating that hidden fees are those that miraculously appear with no prior notice You state that at no time were you told about these fees Again, [redacted] , upon enrollment of the BB program you were mailed a BB Plan Request Response Letter confirming your enrollment onto the plan in the BB amount $***(Enclosed) Please note the letter also informed you “The balance on your invoice is the total amount you owe Gexa Energy, and must be paid in full if you opt out of the Program or if you fail to remit your full budget bill payment by the bill’s due date, or if your service is terminatedIf you fail to remit your full budget bill amount by your bill’s due date, you will be subject to disconnection (including all associated charges) Also, as indicated on the statements (provided with my original response) on page two of the statements dated J [redacted] & [redacted] ***, under “Actual Balance” is the ‘Accumulated Variance’ which is the difference of your monthly budgeted amount and your total amount dueThis is also reflected on your final statement as it shows your Budget Settlement amount of $ [redacted] , the Balance forward shown is the Budget Settlement amount minus the credit “Total From Last Bill” in the amount of -$ [redacted] which left a “Balance Forward” of $ [redacted] The Amount Due of $ [redacted] is the “Balance Forward” amount of $ [redacted] plus the “Current Charges” from page two in the amount of $ [redacted] We sincerely apologize for any inconvenience this issue may have caused you [redacted] , there were no hidden fees; you were only charged for the energy that you used over the course of the last yearWe thank you for providing us with an opportunity to address your complaint Gexa Energy Customer Relations Department
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 Any business can at any time issue a refund check, if "system constraints" do not allow a waiver Regards,
Dear MsB [redacted] , We do understand your frustration and we apologize for any confusion this issue has caused you; however, as previously mentioned you were provided details of the Base Charge via your Terms of Service and Electricity Facts Label within your enrollment packageTherefore, Gexa Energy is unable to make any adjustments are credits to your account and can not warrant issuance of a refund check Sincerely, Gexa Energy Customer Relations Department
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 Gexa representative made the following statement: On [redacted] ***, Gexa Energy sent you a Renewal notice indicating: “Your fixed rate service plan is scheduled to expire on [redacted] ***Be assured your electricity service will continue if you do not choose a new fixed-rate service planIf a new Gexa fixed-rate service plan is not selected by [redacted] ***, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.” However, I have never received any such notice, certainly not by email or by phone to warn me of this absurd jump in priceAgain this exemplifies the business's unethical practice of baiting new clients with a low price without providing proper notification or warning in a clear and direct manner of the insane hike in price after the initial term is overTheir decision not to refund me for the amount requested demonstrates a common and sad approach that many businesses take today when confronted by a frustrated customersInstead of accommodating them in hopes of keeping their good reputation and keeping the customer for many years to come they decide to save a few dollars, not realizing that in the long term they will be losing tens of thousands of dollars by losing the customer as well as hundreds of other potential customers that will be informed by word of mouth, social media, and other Internet sites Regards, [redacted] ***
March 31, [redacted] ***, TX [redacted] RE: Revdex.com # [redacted] Dear Ms [redacted] , Your complaint states you do not understanding your electric bill increased so muchYour Feb 11, - March 2, bill amount due was: $with usage of kWh but your March 13, - April 2, bill indicated the usage of 5,kWh in the amount of $545.98? You are requesting that your usage charges reflect only what you have used A detail investigation of your account revealed that you initiated service with Gexa Energy on January 29, 2015, selecting the Gexa 6, a month fixed rate plan with the rate of $per kWhAn additional review of your account revealed the following: On January 30, 2015, Gexa Energy sent your Welcome Package which included your Terms of Service (TOS), Electricity Facts Label (EFL), and Your Rights as a Customer (YRAC)Your EFL indicates the Energy Charge is $per kWhThe EFL also indicate the Average Price per kWh is $per kWh at kWh, $per kWh at kWh and $per kWh at kWh On February 11, 2015, Gexa Energy generated a bill for the service period of 01/29/– 02/09/indicating the actual usage of kWh with a total amount of $due on March 2, On February 20, 2015, Gexa Energy received and posted a payment of $ On March 13, 2015, Gexa Energy generated a bill for the service period of 02/09/– 03/10/indicating the actual usage of kWh with a total amount of $due on April 2, On March 25, 2015, you contacted Gexa Energy to inquire about your high bill and a Customer Service Representative (CSR) informed you that your bill was high because your usage was high and the CSR advised you that you could request a meter reread or meter test and advised that the my be charges associated with this service but you declined and stated that you would try to get assistance from a local churchThe CSR also advised you that Gexa Energy has bill payment assistance programs such as Deferred Payment Plans and payment extension if your account qualify As your Retail Electric Provider (REP) Gexa Energy bills your electric service based on the meter readings that are provided by your local TDU, OncorThe TDU is responsible for reading and testing the meters, responding to service outages, and maintaining their facilities and equipment within their service territoryAt a customer’s request, a TDU will test the accuracy of a meter at no charge if the meter has not been tested within the previous years If the meter has been tested by the TDSP within a 4-year period, a re-read or test can be requested, and if the meter is found to be accurate, the TDU will assess a fee for the re-read or test and it will appear on the customer’s Gexa Energy bill TDU fees for this service vary, but are published in their tariffs and approved by the Public Utility Commission of Texas If the meter read is found to be inaccurate, no charge will be assessed for the re-readFollowing the completion of any requested test, the TDU will promptly advise the customer of the date of the test, the result of the test, and who made the test We sincerely apologize for any inconvenience this issue may have caused the customerMs [redacted] , if you would like to have a meter re-read or tested, please contact our customer service center for assistance with this requestWe thank you for providing us with an opportunity to address your complaint Sincerely, Gexa Energy Customer Relations Department
February 24, [redacted] City, TX [redacted] RE: Revdex.com # [redacted] Dear Mr***, Your complaint states when your current contract ended the electric bill skyrocketed to $per month in a second home with little usage that monthWhen you called to renew you were quoted a price of cents per kWh but when the fact sheet showed up it was cents per kWhYou state when you called to question the rate you were not allowed to hear the recording where the extra fees were disclosedYou state you were also advised if you cancelled your service you would be charged a $fee which also was not disclosedYou state the paperwork said you could cancel within days but the representative said that does not apply to you A detail investigation of your account revealed that on September 3, 2015, you initiated service with Gexa Energy selecting the Gexa Choice plan, a month fixed rate planThis contract price was effective starting with your bill that contains the usage for: 09/06/and terminated with the bill containing usage for 06/05/An additional review of your account revealed the following: On April 21, 2014, Gexa Energy sent you a Renewal notice indicating: “Your fixed rate service plan is scheduled to expire on June 5, Be assured your electricity service will continue if you do not choose a new fixed-rate service planIf a new Gexa fixed-rate service plan is not selected by June 5, 2014, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.” · After this contract expired, you failed to renew your contract rate, therefore; your rate was migrated to month to month (variable) rate plan On February 7, 2015, you completed a contract renewal selecting the Gexa Stable plan, a month fixed rate plan with the rate of $per kWhThis contract price was effective starting with your bill that contains the usage for: 02/07/and terminated with the bill containing usage for 02/06/ On February 9, 2015, Gexa Energy sent your Renewal package which included your Terms of Service (TOS), Electricity Facts Label (EFL), and Your Rights as a Customer (YRAC)Your EFL indicates the Energy Charge is $per kWhThe EFL also indicate the Average Price per kWh is $per kWh at kWh, $per kWh at kWh which includes and $per kWh at kWhA monthly service fee of $applies if your usage is below kWh per billing cycleThe EFL also EFL indicates “TDU Delivery Charge is $and $per month flat charge”It also indicates ‘TDU charges are subject to changeSee “Pricing” and “Change in Law Regulation” section of the Terms of Service.’ Your February 7, 2015, billing statement for the service period of 01/06/– 02/05/with an actual usage reading of kWh with an energy charge rate of $cents per kWh and the average rate of $per kWh in the amount of $due on February 26, In January 2014, you contacted Customer Care regarding your current rate and charges on your recent billThe representative explained the details of your rate as indicated on your EFL and informed you that you were provided the same details during your enrollment (call attached for your review) and via the EFL that was sent to you Regarding your request to cancel your service within days – As indicated within your Terms of Service document under Rescission: If you are switching your electric service to Gexa Energy from another REP, you have the right to rescind your Agreement with Gexa Energy without any fee or penalty of any kind within three (3) federal business days of receiving this Terms of Service documentMr [redacted] you did not recently switch your service to Gexa Energy from another Retail Electric Provider (REP), you completed a Rate Change / Product Renewal as a current customer; therefore, the Rescission Rule does not apply We sincerely apologize for any inconvenience this issue may have caused the customerWe thank you for providing us with an opportunity to address your inquiry Sincerely, Gexa Energy Customer Relations Department
Revdex.com: This letter is to inform you that Gexa Energy, L.Phas carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/1/12:42:PM and assigned ID As of April 30, I have received my latest ebil and I am confident that I will continue to do so Regards, [redacted]
August 13, [redacted] RE: Revdex.com # [redacted] Dear [redacted] , After further discussion with management regarding your outstanding balance, I was authorized to waive the Base Charge in the amount of $indicated on your July 30, 2014, billing statement and two late fees that were present on your account in the amounts of $& $plus tax in the amount of $for a total credit of $as a one-time Customer Satisfaction creditTherefore, your current final outstanding balance is $ However, Gexa Energy is unable to adjust any additional charges on your account [redacted] , as previously mentioned, since you failed to request a move out and indicate a service stop date during your call to our Customer Care Center your service continued on a month-to-month basis after your initial contract term expired as indicated within the renewal letter sent to you on April 4, Therefore, you are liable for the charges incurred on your account until the account was switched away from Gexa Energy on July 29, 2014, by another provider Again, we sincerely apologize for any inconvenience this issue may have caused youTo avoid additional penalty fees; your payment is due immediatelyWe thank you for providing us with an opportunity to address your concerns Gexa Energy Customer Relations Department
[redacted] *, [redacted] *** [redacted] Dear [redacted] Gexa Energy received your **mplaint filed with the Houston Revdex.com (Revdex.com) on [redacted] **, 2014; you state you called Gexa on [redacted] 7, 2014, to request a move out effective [redacted] 21, She states that when she called later for **nfirmation of the cancellation, she was told they **uld not process the move out right away due to legal reasons but was assured that she would not be responsible for any charges after the beginning of ***The customer states that after receiving more bills she **ntacted Gexa Energy again and was assured that the process was being resolved and she would not receive any more bills but she recently received a notification from a **llection [redacted] for an outstanding balance due to Gexa Energy that she feels she doesn't owe A detail investigation of your ac**unt revealed that you initiated service with Gexa Energy on [redacted] 13, Review of your ac**unt revealed the following: [redacted] , our re**rds indicate on [redacted] you called and informed a [redacted] that you had previously called two weeks prior (the week of [redacted] 9) and requested to cancel your services but when the [redacted] pulled all calls for your phone number, there was no re**rd of a call from your number around that date and no other calls of her you requesting to have your service stoppedThe [redacted] informed you that the only recent call we received from you was on [redacted] 7, The [redacted] then submitted a request to have your service stopped but due to a system failure, the request did not processOn [redacted] 24, 2014, you called again regarding another bill you received and after reviewing the ac**unt, the [redacted] determined that the original request did not process and he submitted a “Failed Dis**nnect” request to terminate your service retroactive to [redacted] 5, The [redacted] informed you that this would take a few weeks because Gexa Energy would need the final bill from the [redacted] , On**r so that the final amount **uld be adjustedThe [redacted] advised you to call back in approximately days to get your final adjusted bill amountOn [redacted] 6, 2014, Gexa Energy generated a final bill in the amount for the service period of ***/to [redacted] indicating a Balance Forward of $with a total amount of $On [redacted] 15, 2014, you called for an update on the process and the [redacted] informed you that your ac**unt was in the process of being adjusted and again informed you to call back in a **uple of weeks to get the final adjusted amount but our re**rds do not show another call from youOn [redacted] 24, 2014, your adjusted final balance of $was sent to [redacted] *** in error We sincerely apologize for any in**nvenience this issue [redacted] have caused you Please know that the Bad Debt has been reversed and our third party [redacted] , [redacted] has been notified to stop all **llection attemptsAs a Customer Satisfaction **urtesy, Gexa Energy will waive the final amount of $to zero out your ac**untWe thank you for providing us with an opportunity to address your **mplaint [redacted]
February 24, [redacted] Ct [redacted] , TX [redacted] RE: Revdex.com # [redacted] Dear Ms [redacted] , Your complaint states you feel Gexa Energy misrepresented the fees it charges on our monthly bills because you were quoted a certain kWh per hour but each month your bill reflects something differentYou state your kWh has varied from $to $per kWh because of hidden fees and you feel this is unfair and deceptive and are requesting a refund of your cancellation fees A detail investigation of your account revealed that you initiated service with Gexa Energy on July 28, 2014, for the service address of [redacted] Ct., [redacted] , TX [redacted] under account # [redacted] 1-Review of your account revealed the following: On July 28, 2014, Gexa Energy sent your Welcome package which included your Terms of Service (TOS), Electricity Facts Label (EFL), and Your Rights as a Customer (YRAC)The EFL indicates the details of your Energy Charge which is $per kWhThe EFL also indicate the Average Price per kWh is $per kWh at kWh, $per kWh at kWh and $per kWh at kWh On January 10, 2015, Gexa Energy generated a bill for the service period of 12/10/– 01/09/with an energy charge of per kWh and the Average Price per kWh of per kWh with a total usage of kWh with a total amount of $due on January 29, On February 12, 2015, Gexa Energy generated a bill for the service period of 01/09/– 02/10/with an energy charge of per kWh and the Average Price per kWh of per kWh with a total usage of kWh with a total amount of $due March 4, On February 20, 2015, you called regarding her rate and a Gexa Energy representative explained the details of the customer’s rate as described on your EFL, you stated that you understood but was not satisfiedTherefore, the representative offered to switch you to another rate plan but you stated you would call back if you decided to change your rate planThen you asked if there was an Early Termination FeeThe representative informed you that an Early Termination Fee does apply if you switch your service prior to your contract’s end date As your Retail Electric Provider (REP) Gexa Energy bills your electric service based on the meter readings that are provided by your local TDUThe TDU is responsible for service connections, disconnections, reading and testing the meters, responding to service outages and maintenance of their facilities and equipment within their service territoryAs previously indicated, we explained the difference of the rate that’s listed on the EFL and what’s listed on your bill Gexa Energy has billed you in accordance with your EFL and TOS We sincerely apologize for any inconvenience this issue may have caused you Please know that since the billing statements that are in dispute indicate actual reads, we can submit a request to your TDU, Oncor for a meter reread or a meter test; however, there may be charges associated with the meter reread or meter testFor more details or to request a meter reread or a meter test please contact Gexa Energy We thank you for providing us with an opportunity to address the customer’s complaint Gexa Energy Customer Relations Department
You rejected our response indicating that hidden fees are those that miraculously appear with no prior notice You state that at no time were you told about these fees Again, [redacted] , upon enrollment of the BB program you were mailed a BB Plan Request Response Letter confirming your enrollment onto the plan in the BB amount $***(Enclosed) Please note the letter also informed you “The balance on your invoice is the total amount you owe Gexa Energy, and must be paid in full if you opt out of the Program or if you fail to remit your full budget bill payment by the bill’s due date, or if your service is terminatedIf you fail to remit your full budget bill amount by your bill’s due date, you will be subject to disconnection (including all associated charges) Also, as indicated on the statements (provided with my original response) on page two of the statements dated J [redacted] & [redacted] ***, under “Actual Balance” is the ‘Accumulated Variance’ which is the difference of your monthly budgeted amount and your total amount dueThis is also reflected on your final statement as it shows your Budget Settlement amount of $ [redacted] , the Balance forward shown is the Budget Settlement amount minus the credit “Total From Last Bill” in the amount of -$ [redacted] which left a “Balance Forward” of $ [redacted] The Amount Due of $ [redacted] is the “Balance Forward” amount of $ [redacted] plus the “Current Charges” from page two in the amount of $ [redacted] We sincerely apologize for any inconvenience this issue may have caused you [redacted] , there were no hidden fees; you were only charged for the energy that you used over the course of the last yearWe thank you for providing us with an opportunity to address your complaint Gexa Energy Customer Relations Department
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 Any business can at any time issue a refund check, if "system constraints" do not allow a waiver Regards,
Dear MsB [redacted] , We do understand your frustration and we apologize for any confusion this issue has caused you; however, as previously mentioned you were provided details of the Base Charge via your Terms of Service and Electricity Facts Label within your enrollment packageTherefore, Gexa Energy is unable to make any adjustments are credits to your account and can not warrant issuance of a refund check Sincerely, Gexa Energy Customer Relations Department
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 Gexa representative made the following statement: On [redacted] ***, Gexa Energy sent you a Renewal notice indicating: “Your fixed rate service plan is scheduled to expire on [redacted] ***Be assured your electricity service will continue if you do not choose a new fixed-rate service planIf a new Gexa fixed-rate service plan is not selected by [redacted] ***, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.” However, I have never received any such notice, certainly not by email or by phone to warn me of this absurd jump in priceAgain this exemplifies the business's unethical practice of baiting new clients with a low price without providing proper notification or warning in a clear and direct manner of the insane hike in price after the initial term is overTheir decision not to refund me for the amount requested demonstrates a common and sad approach that many businesses take today when confronted by a frustrated customersInstead of accommodating them in hopes of keeping their good reputation and keeping the customer for many years to come they decide to save a few dollars, not realizing that in the long term they will be losing tens of thousands of dollars by losing the customer as well as hundreds of other potential customers that will be informed by word of mouth, social media, and other Internet sites Regards, [redacted] ***
March 31, [redacted] ***, TX [redacted] RE: Revdex.com # [redacted] Dear Ms [redacted] , Your complaint states you do not understanding your electric bill increased so muchYour Feb 11, - March 2, bill amount due was: $with usage of kWh but your March 13, - April 2, bill indicated the usage of 5,kWh in the amount of $545.98? You are requesting that your usage charges reflect only what you have used A detail investigation of your account revealed that you initiated service with Gexa Energy on January 29, 2015, selecting the Gexa 6, a month fixed rate plan with the rate of $per kWhAn additional review of your account revealed the following: On January 30, 2015, Gexa Energy sent your Welcome Package which included your Terms of Service (TOS), Electricity Facts Label (EFL), and Your Rights as a Customer (YRAC)Your EFL indicates the Energy Charge is $per kWhThe EFL also indicate the Average Price per kWh is $per kWh at kWh, $per kWh at kWh and $per kWh at kWh On February 11, 2015, Gexa Energy generated a bill for the service period of 01/29/– 02/09/indicating the actual usage of kWh with a total amount of $due on March 2, On February 20, 2015, Gexa Energy received and posted a payment of $ On March 13, 2015, Gexa Energy generated a bill for the service period of 02/09/– 03/10/indicating the actual usage of kWh with a total amount of $due on April 2, On March 25, 2015, you contacted Gexa Energy to inquire about your high bill and a Customer Service Representative (CSR) informed you that your bill was high because your usage was high and the CSR advised you that you could request a meter reread or meter test and advised that the my be charges associated with this service but you declined and stated that you would try to get assistance from a local churchThe CSR also advised you that Gexa Energy has bill payment assistance programs such as Deferred Payment Plans and payment extension if your account qualify As your Retail Electric Provider (REP) Gexa Energy bills your electric service based on the meter readings that are provided by your local TDU, OncorThe TDU is responsible for reading and testing the meters, responding to service outages, and maintaining their facilities and equipment within their service territoryAt a customer’s request, a TDU will test the accuracy of a meter at no charge if the meter has not been tested within the previous years If the meter has been tested by the TDSP within a 4-year period, a re-read or test can be requested, and if the meter is found to be accurate, the TDU will assess a fee for the re-read or test and it will appear on the customer’s Gexa Energy bill TDU fees for this service vary, but are published in their tariffs and approved by the Public Utility Commission of Texas If the meter read is found to be inaccurate, no charge will be assessed for the re-readFollowing the completion of any requested test, the TDU will promptly advise the customer of the date of the test, the result of the test, and who made the test We sincerely apologize for any inconvenience this issue may have caused the customerMs [redacted] , if you would like to have a meter re-read or tested, please contact our customer service center for assistance with this requestWe thank you for providing us with an opportunity to address your complaint Sincerely, Gexa Energy Customer Relations Department