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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 After reading the response, I can see the whole point made here by me was missed.   I was pointing out that they immediately change to a new contract before  the current one ends.   Even though they say they won't in their email.    And when you call them and ask them about it, they claim it is a mistake.    They correct it, but most people do not notice this.     So now I wait until my current contract  is almost finished, so they can't do this.

[redacted], 2014
 
[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, 2014. 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 [redacted]. 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, 2011.  Review of your ac**unt revealed the following:
 
[redacted], our re**rds indicate on [redacted] 25 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 stopped. The [redacted] informed you that the only recent call we received from you was on [redacted] 7, 2014. The [redacted] then submitted a request to have your service stopped but due to a system failure, the request did not process. On [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, 2014.
 
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 adjusted. The [redacted] advised you to call back in approximately 30 days to get your final adjusted bill amount. On [redacted] 6, 2014, Gexa Energy generated a final bill in the amount for the service period of [redacted]/2014 to [redacted]2014 indicating a Balance Forward of $60.59 with a total amount of $90.17. 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 you. On [redacted] 24, 2014, your adjusted final balance of $46.56 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] has been notified to stop all **llection attempts. As a Customer Satisfaction **urtesy, Gexa Energy will waive the final amount of $46.56 to zero out your ac**unt. We thank you for providing us with an opportunity to address your **mplaint. 
 
 
[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.]
Gexa Energy Customer Relations Department,I never once received a bill from Gexa energy.  I never once received a notice to an expiring contract.  I never once received any disconnect notices or other communication from Gexa Energy with possible exception to one phone number letter.  I was told that my account was paid full after the payment of $419.23 and that my account had been canceled.  I never received any final bill after I canceled service.  I tried to log into my online account around a month later to make sure there wasn't any extra charge, and did not have access to my account.  I called in and spoke to a representative who confirmed that I should not have access to the online account after canceling.  I am not sure how I would be aware of a final bill when I never received a bill in the mail, nor did I have access to an online account.  Again, you can claim that since you didn't receive any returned mail then I must have received them; However, I never once received any bill or statement of account from Gexa.  I am not sure why the mail service has singled Gexa Energy out to mis-deliver or otherwise sabotage billing efforts.  I assume the issue is on Gexa Energy's end either in the mail room or the computer system.  We can do this over and over if you like, but I never received a bill and you believe you sent it out.  What has taken place, is that you suspend online accounts on cancellation making it impossible for a bill to be viewed (or paid for that matter) even after I reported never having received a bill.   Also, in your response, the final bullet point ends with "Once payment in full has been received we will"   If you would please finish the statement, I would appreciate it.  I do not believe it to be fair that this matter was turned over to a credit agency.  I believe that I should be aware of a bill before I am expected to pay it.  I would appreciate if you rescind the credit hit.  This is the lone mark on my credit as further proof that there is something amiss with the communication between myself and Gexa.  if the mail was not being delivered to my house, I should have several of these.  The fact is, this is the only one in over a decade.Why are your customer service representatives told to say that payment can not be collected and that I must contact the bill collector when I am now being told that I can contact your customer care center for payment options? I am sure you can hear the agent say that at the end of the September 14, 2015 call.
Regards,
[redacted]

November 2, 2016
 
[redacted]
[redacted]
 
RE:   Revdex.com # [redacted]
      
 
Dear Mr. /Ms. [redacted],
 
As, previously mentioned, when you enrolled in the Gexa Energy Budget Billing Program you were provided with a confirmation letter that informed you that your budget bill amount may be modified if your consumption or rate changes significantly while enrolled in the program. The letter also informed you that Each bill will reflect any Budget Bill payments made against the total outstanding amount due. This actual balance due is the amount that must be paid if you wish to opt out of the Budget Billing program.
 
Again Mr. [redacted], we sincerely apologize for any inconvenience this issue may have caused you. However, the accumulated variance (the lump sum payment you’re referring to) was part of your total balance due.
 
 
 
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.  
Company was worst customer service i've ever experience. they mislead people and then rates increase after being locked into a contract. When trying to call in to figure out what happened, you get run around and get no where.I need a call back by a senior manager. I want my contract cancelled with no ETF ASAP
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  No resolution has been proposed by Gexa. Just as when I contacted them two different times to discuss. Below is what was in the letter sent to me by Gexa's consumer relations department. This is not what happend to me. I got a large lump sum bill at the conclusion of the budget term. "Therefore, Gexa Energy will modify your Budget Bill Amount to help you avoid a large lump sum payment at the conclusion of the budget term.” 
Regards,[redacted]