Gexa Energy, L.P.

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,

[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.  Is just that up to today August 30th, we had not received the money from the deposit.  We will be waiting for it to be received in the same credit card account that was used.

January 23, 2015
[redacted]
[redacted]. Apt [redacted]
[redacted], TX [redacted]
RE:   Revdex.com # [redacted]
      
Dear Ms. [redacted],
Gexa Energy received your complaint filed with the Houston Revdex.com (Revdex.com) on January 15, 2015 regarding your...

electric service with Gexa Energy. Your complaint states you live in a one bedroom/one bathroom apartment and you go to school during the day and work at night (so you are rarely home). You state you signed up with Gexa Energy around October of 2014 and since your first bill and everyone after that have had ridiculous "[redacted] delivery" charges. You state you called and asked the representative to explain your bill and what exactly the [redacted] charges were but she had no idea so she said she would send it in to be reviewed, she told you to call back within 48 hours to see if it had been resolved. You state when you called back it was still being reviewed this went on for weeks until you got your dad involved. You states they finally called you back on December 8 and said they were unable to dispute the [redacted] charges and still could not explain why the charges were so high compared to how low your power usages were.
 
A detail investigation of your account revealed that you initiated service with Gexa Energy on October 13, 2014, with the energy charge rate of 0.070 per kWh for the service address of [redacted]. Apt [redacted], [redacted], TX [redacted] under account # 1708246-3. Review of her account revealed the following:
On October 10, 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). Your EFL indicates “[redacted] Delivery Charge is $0.035 and $8.65 per month flat charge”. It also indicates ‘[redacted] charges are subject to change. See “Pricing” and “Change in Law Regulation” section of the Terms of Service.’
On October 29, 2014, Gexa Energy generated a bill for the service period of 10/13/2014 – 10/27/2014 with an energy charge of 0.0699 per kWh and indicating a [redacted] Delivery Charge of $85.01, a Connection Charge - Self Contained Meter of $54.00 and a Franchise Fee Adjustment charge of $2.16 with a total amount of $163.98 due on November 17, 2014.
On November 25, 2014, you called to find out why your bill was so high and to find out why the [redacted] charges were so high. A Gexa Energy representative informed you that she would have to submit a [redacted] Dispute to find out and advised that you would be contacted when we received a response.
On November 26, 2014, Gexa Energy generated a bill for the service period of 10/27/2014 – 11/24/2014 with an energy charge of 0.0699 per kWh and indicating a [redacted] Delivery Charges of $118.65 with a total amount of $265.92 due on December 17, 2014.
On December 24, 2014, Gexa Energy generated a bill for the service period of 11/24/2014 – 12/23/2014 with an energy charge of 0.0699 per kWh and indicating a [redacted] Delivery Charges of $127.60 with a total amount of $179.71 due on January 15, 2015.
On January 14, 2015 you informed that your meter was a commercial meter and if your residence was not a commercial location you needed to send an email to your TDU, TNMP requesting a rate verification and meter review.
On January 19, 2015, Gexa Energy generated a bill retracting the usage for the service periods of 10/13/2014 – 12/23/2014 indicating the total adjustments in the amount of-$255.65 with a total amount of -$75.93 due on February 9, 2015.
As the customer’s Retail Electric Provider (REP) Gexa Energy bills the customer’s electric service based on the meter readings that are provided by the customer’s local TDU. The [redacted] 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 territory. As previously indicated, the January 19, 2015, bill indicates your meter was changed to a non-commercial meter and applied a credit in the amount of -$255.65 to your account.
We sincerely apologize for any inconvenience this issue may have caused you.  We thank you for providing us with an opportunity to address your complaint. 
Sincerely,
 
 
Gexa Energy Customer Relations Department

October 21, 2016
 
[redacted]
[redacted]
 
RE:   Revdex.com # [redacted]
      
 
Dear Mr. [redacted],
 
Your complaint states after checking your credit report you notice a derogatory report from Gexa indicating an...

unpaid balance of $61.00. You state you have no idea why you owed anything but had no choice but to pay the agency and their collection fee to get it off your report but you didn’t see any bills in the mail or email for it.
 
A detail investigation of your account revealed the following:
On August 11, 2015, you switched your service away from Gexa Energy.
On August 12, 2015, Gexa Energy generated a final bill in the amount of $61.02 with the due date of September 2, 2015.
On September 4, 2016, after not receiving a payment for the outstanding balance, Gexa Energy sent you a Late Payment Notice indicating “you have a past due balance of $61.02. To avoid additional fees and to ensure your account closes in good standing; your payment is due immediately.”
On July 8, 2016, after not receiving your payment for the outstanding amount, the balance of $61.02 was written off against Gexa Energy’s bad debt reserves and the account was sent to our third party collection agency.
 
As previously indicated, Gexa Energy sent a final bill to your mailing address on August 12, 2015, indicating the outstanding balance. On September 4, 2015, we also sent a Late Payment Notice to your mailing address also indicating the past due balance of $61.02. We sincerely apologize for any inconvenience this issue may have caused you.  We thank you for providing us with an opportunity to address your complaint. 
 
Sincerely,
 
 
 
Gexa Energy Customer Relations Department

August 8, 2014
[redacted]
[redacted]
[redacted]
RE:   Revdex.com # [redacted]
      
Dear [redacted],
Gexa Energy received your complaint filed with the Houston Revdex.com (Revdex.com) on April 10, 2014...

regarding your electric service with Gexa Energy.  You state that you signed a contract with Gexa for 3 months fixed rate which was to end on May 18, 2014. You state you and your wife called on April 29th 2014 to see if they could match a better offer but Gexa refused to match the offer and you made it clear to their rep that you were to move out of your apartment on May 13, 2014 and since they can't offer a better rate you were not interested in renewing your electric contract. You state that after moving out, you were under the impression that the contract ended on May 18th since you did not request a renewal. You state that when you received an email from Gexa indicating that your bill is ready, you called to ensure that it was an error and that you had moved out of that apartment since May 13th and do not have a current account with them. The Rep told you that you called to renew your contract on the 29th of April and that's why you still have a current account. You state that you asked to talk to a supervisor and were transferred to another line level associate who kept mentioning that it's not Gexa's fault and indicating that you owe them 3 months’ worth of bills that you state you didn't use or were present there to use. You are requesting to have the wrongful amount waived.
A detail investigation of your account revealed that you initiated service with Gexa Energy on February 19, 2014 for the service address of [redacted], [redacted] selecting the Gexa Choice 3, a 3 month term product. Review of your account revealed the following:
On April 4, 2014, Gexa Energy sent you a Renewal notice indicating: “Your fixed rate service plan is scheduled to expire on. Be assured your electricity service will continue if you do not choose a new fixed-rate service plan. If a new Gexa fixed-rate service plan is not selected by May 18, 2014, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.”
On April 29, 2014, you called to find out about rates that are being offered to stay with Gexa and you mentioned that your lease would be up soon and you would be moving and you also inquired about transferring your service if Gexa could match the rates you found with our competitor’s.  At the time nothing was available in the price range your were inquiring about; therefore you informed the Representative that you were going to look into rates with the other provider but you did not request to a move out or to stop service at that time (recorded call attached).
On May 28, 2014, Gexa Energy generated a bill for the service period of 04/24/14 – 05/27/14 in the amount of $46.93 with a due date of June 16, 2014.
On June 27, 2014, Gexa Energy generated a bill for the service period of 05/27/14 – 06/25/14 in the amount of $87.99 with a due date of July 17, 2014.
On July 27, 2014, Gexa Energy generated a bill for the service period of 06/25/14 – 07/25/14 in the amount of $166.26 with a due date of August 14, 2014.
On July 28, 2014, you called Gexa to dispute the charges and indicated that you requested a move out on 5/18/2014, you were informed that the only call located from you to Gexa Energy was on April 29, 2014, in which you called to find out about rates offered to stay with Gexa; however, you did not request a move out during that conversation; therefore, you were liable for the charges on the account until a stop date could be established. You were also informed that since you had moved out and service was still active a stop date could not be submitted so that Gexa Energy doesn’t inadvertently cancel a new tenant’s service. Therefore, a ‘Customer Without Contract’ letter would be sent advising the new tenant’s they have 10 days to select a Retail Electric Provider. After 10 days a disconnect request will be sent to stop the service and your account would be adjusted retroactive to the date of this call (July 28, 2014).
On July 29, 2014, Gexa Energy received a Terminate Switch request from Oncor.
On July 30, 2014, Gexa Energy generated a final bill for the service period of 07/25/14 – 07/29/14 in the amount of $207.13 with a due date of August 18, 2014.
There were no payments posted to your account between April 28, 2014, and July 29, 2014.
Regarding the outstanding charges of $207.13 on your account, [redacted], since you didn’t request a move out or to stop service 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, 2014. 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.
We sincerely apologize for any inconvenience this issue may have caused you. However, as previously mentioned, since you did not request a move out after your contract’s end date, the service continued on a month-to-month basis until July 29, 2014, when Gexa Energy received the Terminate Switch request from the [redacted] ([redacted]), [redacted]. Therefore, Gexa Energy cannot warrant waiving the charges incurred on your account until the account was switched away from Gexa Energy on July 29, 2014, by another provider. Our records indicate that you have a past due balance of $207.13. To avoid additional penalty fees; your payment is due immediately. We thank you for providing us with an opportunity to address the customer’s 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.  
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 plan. If 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 price. Again 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 over. Their 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 customers. Instead 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]

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.  Have tried to send additional material but not getting through! 
Respectfully,
[redacted]

April 10, 2015
 
[redacted].
[redacted]
RE:   Revdex.com # 10559459
      
Dear Mr. [redacted],
Your complaint states you established e-billing yet have not received a notification as promised since December 2014....

You state you have called on several occasions and spoken to supervisors about the issue and have requested paper bills which you have yet to receive. You also state that when you did get a manager on the phone she was unable to resolve your issue and indicated she had no idea what was causing the problems. Therefore, you asked for her manager, but were refused. You state you want the paper statement you requested and you want the e-bill notifications fixed.
 
Review of your account revealed the following:
In December 2011, you enrolled in Gexa Energy’s e-Bill program (see details below) via your online account to have the notifications delivered to your yahoo email address.
In February of 2013 you elected to stop paper billing and agreed to only receive the e-billing notifications.
In January 2015, you changed the email address to which your e-bill notifications would be delivered.
On February 12, 2015, you contacted Gexa Energy to find out why you had not received you e-bill notification and the representative informed you that our records indicated that the notification was delivered.
On March 12, 2015, you called again stating you did not received the e-bill notification and requested a copy of your billing statements. The representative informed you that our records indicate the notification was sent but advised you to consider changing your email address. The rep then submitted a request for technical support to investigate the issue to verify if there was an issue on our end. A request was also submitted to have a copy of your bill sent to your mailing address and a confirmation indicates the billing statement was sent out on March 16, 2015.
 
Mr. [redacted], please know that our I.T. department is currently reviewing and testing the system that generates the e-bill notices to find out if the reason you’re not receiving the notices is within our system. In the meantime, as we are committed to customer satisfaction we will continue to send your billing statements via US Mail as an alternative until this issue is resolved.  We sincerely apologize for any inconvenience this issue may have caused. We thank you for allowing us the opportunity to address your concerns.
 
 
 
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.  
[Provide details of why you are not satisfied with this resolution.]
Gexa Energy Customer Relations Department,I believe that Gexa energy should notify the third party collection agency and update my credit report immediately and then issue a bill.  I am not paying $450.63 when I have yet to see a bill.  I want to know exactly what I'm being charged for and what the bill contains.  I would like to see the meter readings and surcharges et cetera.  I do not believe that this should be in collections.  I was completely unaware of this bill.  I spoke to customer service representative and told them that I have not received any bills or other paper correspondence.  This was the call where I asked if Gexa energy would take care of their current customers and adjust the bill to a new contract.  I stated in that conversation several times that I have not received bills and that I had to guess when my bill was due and log in to see my statements.  Issue a statement and bill so I can ensure I am not further being ripped off.    Fix the credit report issue, send the bill to my house and lets get this settled.
Regards,
  [redacted]

[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.  I appreciate the attention of the staff of the Revdex.com and of GEXA that quickly brought this situation to a conclusion that I am obviously very pleased about. Thank you to all involved.

[redacted], 2014
 
[redacted]
[redacted]
[redacted]
[redacted]   [redacted]
      
 Dear [redacted],
Gexa Energy received your follow-up response on [redacted] 2014; you indicate you called on [redacted] 7, 2014, to extend your **ntract for one and a half months until your move out date of [redacted] 21st. You also state when you moved out you paid $71.85 for weeks in which you were not living at that address; therefore, you are requesting to be reimbursed for the $71.85 payment.
 
[redacted], review of the [redacted] 7, 2014, call revealed that you requested assistance with unlocking your online ac**unt. You also requested to extend your **ntract through your move-out date of [redacted] 21, 2014. However, the [redacted] informed you that your **ntract’s end date was [redacted] 23, 2014, and explained that there was no need to extend your **ntract but she advised you to call back on [redacted] 23rd or 24th to request the move-out to which you agreed. You called back on [redacted] 25 and indicated that you had already moved out of your [redacted] and wanted your service stopped effective [redacted] 23rd advising that you called two weeks prior and requested the move-out but we were unable to verify any calls from you during that time period. The [redacted] did submit a move-out request but due to system failure it was not processed but it was later processed to terminate your service retroactive to [redacted] 5, 2014.
 
[redacted], the reason the [redacted] advised you to call back to request the move-out on [redacted] 23rd or 24th is because the [redacted], [redacted] On**r processes move-out requests for the type of meter at that address in one to two business days. However, since you called back after you had already moved out, we were not able to stop service at that location immediately because that [redacted] have inadvertently canceled a new tenant’s service. Therefore, a ‘Customer Without **ntract’ letter had to be sent advising the new tenant’s they had 10 days to select a [redacted]. Since you failed to request the move-out prior to your actual move-out date you are responsible for the additional 10 days past your move-out call date of [redacted] 25, 2014.
 
Your payment of $71.85 posted on [redacted] 24, 2014, was for the service dates [redacted]2014 to [redacted]2014 indicated on your statement dated [redacted] 25, 2014 (attached) that was previously unpaid. As previously stated, the adjusted amount for your usage through service date [redacted] 5, 2014, was $46.56. However, since it was sent to Bad Debt in error we agreed to waive that final amount as a Customer Satisfaction **urtesy to zero out your ac**unt. Therefore, we are unable to warrant reimbursing the $71.85.
 
Again, [redacted], we sincerely apologize for any in**nvenience this issue [redacted] have caused you.  We thank you for providing us with an opportunity to address your **mplaint. 
 
 
[redacted]

September 23, 2016
 
[redacted]
RE:   Revdex.com # [redacted]
      
Dear Mr. **,
 
Your complaint states the charge on the bill is higher than the rate in the electricity face labels. Last cycle (08/15/2016 to...

09/15/2016), you only used 870 kWh and with the rate in the electricity face label, the charge should be: 870 *0.079 = $68.73. The bill wrote $93.26.
 
A detail investigation of your account revealed that you initiated service with Gexa Energy on June 15, 2016, selecting the Gexa Choice Conserve 9 Plan, for the service address of [redacted] under account # [redacted]. Review of your account revealed the following:
 
On June 15, 2016, 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 $0.0593 per kWh. The EFL also indicate the Average Price per kWh is $0.059 per kWh at 500 kWh, $0.079 per kWh at 1000 kWh and $0.101 per kWh at 2000 kWh. The EFL also indicates a Residential Usage Credit of $25.00 when the usage is less than 1001 kWh.
On July 16, 2016, Gexa Energy generated a bill with an energy charge of 0.0593 per kWh and the Average Price per kWh of 0.0531 per kWh with a total usage of 501 kWh with a total amount of $27.42 due on August 4, 2016.
On August 16, 2016, Gexa Energy generated a bill with an energy charge of 0.0593 per kWh and the Average Price per kWh of 0.0784 per kWh with a total usage of 1000 kWh with a total amount of $82.18 due on September 6, 2016.
On September 15, 2016, Gexa Energy generated a bill with an energy charge of 0.0593 per kWh and the Average Price per kWh of 0.0794 per kWh with a total usage of 870 kWh with a total amount of $11.95 due on October 5, 2016.
 
Mr. **, your Energy Charge didn’t change; however, your Average Price Per kWh did change as described on your EFL. The formula used to determine what the “average” price per kWh is for a particular month, includes energy charges and all recurring charges.  It excludes state and local sales taxes and reimbursement for the state miscellaneous gross receipts tax.  Please note that the rules require that the total average price for electric service be expressed in cents per kilowatt hour, rounded to the nearest one-tenth of one cent for the following usage levels:
 
(i) For residential customers, 500, 1,000 and 2,000 kilowatt hours per month; and
(ii) For small commercial customers, 1,500, 2,500, and 3,500 kilowatt hours per month. If demand charges apply assume a 30 percent load factor.
 
We sincerely apologize for any inconvenience this issue may have caused you.  We thank you for providing us with an opportunity to address the customer’s complaint. 
 
 
 
Gexa Energy Customer Relations Department

July 14, 2016
 
[redacted]
[redacted]
[redacted]
 
RE:   Revdex.com # [redacted]
      
 
Dear Mr. [redacted],
 
Your complaint states after switching your service away from Gexa Energy you over paid your bill but...

was still harassed by Gexa Energy for the same amount of $25.48 you already paid twice. You state that after speaking with Gexa Energy you were informed to disregard the bill but you recently received a collection notice for the same amount. Therefore, you paid it a third time but you noticed while posting the payment the automated system indicated there was no balance due.
 
A detail investigation of your account revealed the following:
On February 27, 2015, Gexa Energy generated a bill in the amount of $48.41 due on March 19, 2015.
On March 2, 2015, Gexa Energy received and posted payments in the amount of $48.41.
On March 16, 2015, Gexa Energy received and processed your switch request.
On March 17, 2015, Gexa Energy generated a final bill in the amount of $72.68 due on April 6, 2015.
On March 19, 2015, Gexa Energy received and posted payments in the amount of $48.41.
On March 23, 2015, Gexa Energy received and posted a payment in the amount of $24.27.
On March 23, 2015, Gexa Energy received notification from [redacted] that the cardholder filed a Chargeback in the amount: $24.27 Claim: "Reason 75 / Cardholder Does Not Recognize Transaction; Case# [redacted]. Therefore, this amount was re-billed to your account leaving an outstanding balance of $24.27.
On April 6, 2015, Gexa Energy received and posted a payment in the amount of $24.27.
On April 7, 2015, Gexa Energy received notification from [redacted] that the cardholder filed a Chargeback in the amount: $24.27 Claim: "Reason 75 / Cardholder Does Not Recognize Transaction; Case# [redacted]. Again, this amount was re-billed to your account leaving an outstanding balance of $24.27.
On May 28, 2015, Gexa Energy generated an out-of-cycle final bill in the amount of $24.27 indicating the chargeback amount of $24.27 with the due date of June 18, 2015.
On June 18, 2015, an attempt to auto-draft the amount due of $24.27 from your auto payment account was declined.
On June 25, 2015, Gexa Energy sent you an Auto Bill Payment Failure Notice indicating “The recent Auto Bill Payment on your account did not complete successfully.”
On July 28, 2015, Gexa Energy generated another out-of-cycle final bill in the amount of $25.48 indicating a Late Payment Penalty of $1.21 with the due date of August 17, 2015.
On August 18, 2015, an attempt to auto-draft the amount due of $25.48 from your auto payment account was declined.
After not receiving a payment for the final balance on June 20, 2016, the balance of $25.48 was written off against Gexa Energy’s bad debt reserves and the account was sent to our third party collection agency.
On July 5, 2016, Gexa Energy received and posted a payment of $25.48 and our third party collection agency has been notified that your account has been paid in full.
 
We sincerely apologize for any inconvenience this issue may have caused you.  As previously indicated, Gexa Energy received notification from [redacted] that the cardholder filed Chargebacks for the amounts in question. Therefore, the payments were refunded as a result of the disputes from your credit card company. However, your account was left with an outstanding balance of $25.48. We thank you for providing us with an opportunity to address the customer’s complaint. 
 
Sincerely,
 
 
 
Gexa Energy Customer Relations Department

October 2, 2015
 
[redacted]
[redacted]   [redacted] [redacted]
 
 
Mr. [redacted],
Review of your account shows a total of only 3 calls received from you while you were a Gexa Energy customer which are as follows:
 
On April 9, 2014, you called Gexa Energy stating that you received a letter indicating your contact phone number was incorrect and you wanted to provide your correct telephone number.
On September 15, 2014, you contacted Gexa Energy to find out why your bill was so high and a Customer Service Representative (CSR) informed you that it was due to the usage of 2855 kWh and a Late Payment Penalty charge of $9.98 and also your contract expired and you were on a higher variable rate. You asked the CSR if you signed a new contract could we backdate the rate to cover your last month’s bill and the CSR informed you that we could not. Therefore, you informed the CSR that you since you could not get the rate adjusted you would be cancelling your service.
On September 14, 2015, you called to find out why your account was turned over to collections as you thought your payment of $419.23 was your final payment. The CSR informed you that the $419.23 payment that was posted on 9/15/2014 was a late payment for your bill dated 8/16/2014 for the service period from 07/16/2014 to 08/14/2014. The CSR also informed you that your Transmission Distribution Provider (TDU), [redacted] had to do a final meter reading which was then provided to Gexa Energy. Mr. [redacted], you switched your service away from Gexa Energy on 9/15/2014; therefore, your final bill was issued on September 18, 2014, in the amount of $450.63 indicating the usage of 2952 kWh for the service period from 08/14/2014 to 09/15/2014 with the due date of October 8, 2014. Once payment in full has been received we will
 
As your Retail Electric Provider (REP) Gexa Energy bills your electric service based on the meter readings that are provided by your local TDU, [redacted]. The [redacted] 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 territory. The online account service is deactivated within 15 days of the account closing. You may contact our customer care center for payment options.
 
We sincerely apologize for this unfortunate chain of events. Again, we never received any returned mail; therefore, Gexa Energy assumes the statements were delivered as mailed. Also, in regards to your claim of speaking with a rude and disrespectful Gexa Energy Representative, this matter has been escalated to Gexa Energy’s Care Center Operations Manager for further review and handling. Gexa Energy prides our self on providing quality customer service and we certainly value the trust you place in us to serve you. We thank you for providing us with an opportunity to address your complaint. 
 
Sincerely,
 
 
 
Gexa Energy Customer Relations Department

March 31, 2015
[redacted], TX [redacted]
RE:   Revdex.com # [redacted]
      
Dear Ms. [redacted],
Your complaint states you do not understanding your electric bill increased so much. Your Feb 11, 2015 - March 2, 2015 bill...

amount due was: $21.50 with usage of 245 kWh but your March 13, 2015 - April 2, 2015 bill indicated the usage of 5,838 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 6 month fixed rate plan with the rate of $0.0556 per kWh. An 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 $0.072 per kWh. The EFL also indicate the Average Price per kWh is $0.119 per kWh at 500 kWh, $0.094 per kWh at 1000 kWh and $0.091 per kWh at 2000 kWh.
On February 11, 2015, Gexa Energy generated a bill for the service period of 01/29/2015 – 02/09/2015 indicating the actual usage of 245 kWh with a total amount of $21.50 due on March 2, 2015.
On February 20, 2015, Gexa Energy received and posted a payment of $21.50.
On March 13, 2015, Gexa Energy generated a bill for the service period of 02/09/2015 – 03/10/2015 indicating the actual usage of 5838 kWh with a total amount of $545.98 due on April 2, 2015.
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 church. The 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, Oncor. The TDU is responsible for reading and testing the meters, responding to service outages, and maintaining their facilities and equipment within their service territory. At 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 4 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-read. Following 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 customer. Ms. [redacted], if you would like to have a meter re-read or tested, please contact our customer service center for assistance with this request. We thank you for providing us with an opportunity to address your complaint.
Sincerely,
 
 
Gexa Energy Customer Relations Department

Sent: Tuesday, October 06, 2015 7:57 AMSubject: Revdex.com Case # [redacted] / [redacted] Dear Revdex.com, Gexa Energy has made every effort to resolve the customer’s complaint, as his original complaint indicated he believed he had paid his final bill but noticed a negative report on his credit from Gexa Energy. In our numerous responses to his complaint, Gexa Energy has provided detailed proof of why he still has an outstanding balance that was later reported to the credit bureau. I have also provided Mr. [redacted] with step by step directions on how to pay his outstanding balance and I have given him a timeline of when he can expect his credit report updated once he has paid the balance in full. Unfortunately, it appears as though despite our many attempts to settle this issue, we have still been unable to reach an amicable resolution with Mr. [redacted].  We still appreciate the customer providing us with an opportunity to address his concerns. Gexa Energy has made a good faith and reasonable effort in addressing and resolving the customer's issues, although the complainant was not completely satisfied with the outcome. Thank you, George [redacted], Regulatory AnalystGexa Energy, a subsidiary of NextEra Energy, Inc. NYSE: NEE [redacted] 20455 SH 249, Suite 200 Houston, TX 77070 Main Telephone: 713.470.0400 x 5608 Direct Line: 713.401.5608 Fax: 866.599.4392   This communication may be privileged or contain confidential information.  If it has been sent to you in error, please do not read it, reply to the sender that you received it in error, and delete it.  Any distribution or other reproduction is strictly prohibited.

February 24, 2015
 
[redacted]
[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 different. You state your kWh has varied from $0.758 to $0.11 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]1-3. 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 $0.076 per kWh. The EFL also indicate the Average Price per kWh is $0.118 per kWh at 500 kWh, $0.083 per kWh at 1000 kWh and $0.096 per kWh at 2000 kWh.
On January 10, 2015, Gexa Energy generated a bill for the service period of 12/10/2014 – 01/09/2015 with an energy charge of 0.0758 per kWh and the Average Price per kWh of 0.11 per kWh with a total usage of 4330 kWh with a total amount of $464.43 due on January 29, 2015.
On February 12, 2015, Gexa Energy generated a bill for the service period of 01/09/2015 – 02/10/2015 with an energy charge of 0.0758 per kWh and the Average Price per kWh of 0.11 per kWh with a total usage of 4641 kWh with a total amount of $499.64 due March 4, 2015.
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 satisfied. Therefore, the representative offered to switch you to another rate plan but you stated you would call back if you decided to change your rate plan. Then you asked if there was an Early Termination Fee. The 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 TDU. The 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 territory. As 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 test. For 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

January 27, 2016
 
[redacted]
[redacted]
[redacted]
RE:   Revdex.com # [redacted]
      
Dear Mr. [redacted],
 
Your complaint states your rate increased because Gexa failed to notify you that your contract rate...

was due to expire. You also state you called to try and remedy the situation, retroactively applying a new contract. But instead of refunding the $70 that you expected, Gexa Energy simply offered a $25 rebate if you signed up for a new contract (with no retroactive possibility).
 
A detail investigation of your account revealed that you initiated service with Gexa Energy on June 10, 2015 selecting the Gexa Choice Conserve 5, a 5 month rate plan. This contract price was effective starting with your bill that contains the usage for: 06/10/2015 and terminated with the bill containing usage for 11/10/2015. An additional review of your account revealed the following:
 
On June 10, 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 was $0.0354 per kWh for the duration of your contract term.
On September 25, 2015, Gexa Energy sent you a Renewal Letter indicating “Your fixed rate service plan is scheduled to expire with the bill containing usage for November 9, 2015” and “If a new Gexa fixed-rate service plan is not selected by November 9, 2015, 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 the month to month (variable) rate plan
On December 3, 2015, Gexa Energy generated a billing statement for the service period of 10/30/15 – 12/02/15indicated an energy charge rate of 3.54 cents per kWh in the amount of $51.26.
On January 6, 2016, Gexa Energy generated a billing statement for the service period of 12/02/15 – 01/05/16 indicating an energy charge rate of 9.28 cents per kWh in the amount of $113.72.
On January 14, 2016, you contacted Customer Care to dispute your rate increase indicating you never received notification of your contract’s end date and the Customer Service Representative (CSR) informed you that Gexa Energy sent you Renewal Notice on September 25, 2015, to your billing address. You stated you never received it and requested a new rate retroactive to your previous contract’s end date. The CSR informed you that she was unable to offer you a retroactive rate but could give you a one-time Customer Satisfaction Credit of $25.00 for renewing your rate but you declined.
On January 15, 2016, Gexa Energy received and processed your switch request and on January 18, 2016, Gexa Energy generated your final bill in the amount of $136.05 due on February 5, 2016.
 
We sincerely apologize for any inconvenience this issue may have caused the customer. As previously mentioned, Gexa Energy did in fact send your Renewal Notice but you failed to renew your rate prior to your contract end date. We thank you for providing us with an opportunity to address your inquiry. 
 
 
Sincerely,
 
Gexa Energy Customer Relations Department

Dear Ms. B[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 package. Therefore, 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.  
This information is false. I was not provide a usage credit from this issue. Business is using a previous resolution to a previous issue. Company failed to address underlying issue. Company misleads customers and makes it impossible to address billings concerns through their call center due to long times regularly exceed 30 mins and reps failing to provide support. Even after senior leadership became involved business failed to rectify their errors. 
Regards,