We apologize for any confusion that may have been caused As outlined on our website, all Vital Power Simtricity Plans do require customer identification as well as acceptable credit review in order to determine deposit requirements We have included screenshots of our website plan descriptions that do outline these requirements
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 First of all I made no payments on 12/30/or 12/31/because I moved out of that apartment and on 12/30/and second if the called [redacted] asking for Mrs [redacted] of cpurse I said wrong number, but I have had this number for over years [Provide details of why you are not satisfied with this resolution.] 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 Despite how they did not make any amends on improving their customer service and their systemTheir system should automatically notify a patient prior to a clients account going negativeNot after the fact that I am negative and then owe an additional fee ***
From: Alyson B [redacted] Sent: Thursday, February 23, 10:AM Account information: [redacted] [redacted] was a customer of Acacia Energy During the time that the complaint was filed, she had multiple declined credit card payments When she “logged in to see her account to be -2.15, she immediately made a payment”, the credit card was no good, and the payment rejected She did make payments after this, and some of those payments went through Mrs [redacted] left Acacia Energy in July She had a positive balance on her account when she left, and Acacia Energy issued her a refund check Thanks, ALYSON B [redacted] Executive VP Phone: 281.886.8537| Mobile: [redacted] | Fax: Email: alyson.b [redacted] @ [redacted] | Web: www[redacted]
From: Alyson B [redacted] [mailto:alyson.b [redacted] @B [redacted] ] Sent: Thursday, February 23, 10:AM Account Information: Account #: [redacted] [redacted] filed a complaint with the Revdex.com on 06/29/ She had been a customer with Acacia Energy On 06/11/2015, Mrs [redacted] called in stating she didn’t receive notification that her balance was low Customer had the email: [redacted] on the account and updated it to be [redacted] She also had her primary contact # as her home #, so Acacia Energy changed it to her cell phone # so that she could receive text notifications Due to the incorrect email and phone # on Mrs [redacted] ’s account, Acacia Energy reversed the disconnect and reconnect fees on her account I have confirmed that the customer gave her home phone # and incorrect email to an Acacia Energy customer service agent in a prior phone conversation Mrs [redacted] left Acacia Energy in 07/ Thanks, ALYSON B [redacted] Executive VP Phone: 281.886.8537| Mobile: [redacted] | Fax: Email: alyson.b [redacted] @b [redacted] | Web: www.b [redacted]
From: Alyson B [redacted] [mailto:alyson.b [redacted] @ [redacted] .com] Sent: Thursday, February 23, 10:AM Customer, [redacted] , filed a complaint with the Revdex.com on 07/19/ During this time period, customer had a deferred payment plan in place for a portion of her balance, and she had multiple credit card payments that were declined When the customer states that she “put $10.00” on her account, the credit card was declined and her balance on her pre-paid energy account fell into the disconnect threshold This customer has multiple declined payments every month Mrs [redacted] continues to be a customer of Acacia Energy Customer currently has a deferred payment plan with Acacia Energy, which means that we lend her money for up to months so that her power does not get disconnected In the time period that the complaint was filed, the customer only called in to ask for assistance in paying her bill She did not tell Acacia Energy that she didn’t agree with the price she was being charged She was given a deferred payment plan for $and agreed to pay $per week The customer did not inform Acacia Energy that she didn’t understand her billing Currently, Mrs [redacted] has an estimated days remaining on her account with a positive balance of $ I have attached Mrs [redacted] s usage and billing from the date of the complaint through current day I have reviewed the rate against Acacia’s terms of service, and Acacia has not been overcharging Mrs [redacted] for power The rate shown on the spreadsheet attached is all inclusive of her power rate, transmission and distribution charges from the utility, and taxes (Please see column “O” on the spreadsheet.) Thank you, ALYSON B [redacted] Executive VP Phone: 281.886.8537| Mobile: [redacted] | Fax: Email: alyson.b [redacted] @ [redacted] .com| Web: www[redacted] .com [redacted]
On 04/18/2017, MrsColon called in and spoke with a supervisor. MrsColon never told Acacia Energy that she was moving out of her old location. She told her landlord, and the landlord did not pass that information on to Acacia Energy, as this is the customer's responsibility.
Services were disconnected on 03/25/when Acacia received a notification from another electricity provider for MrsColon's old address. MrsColon has a disconnection fee of $on her account that was transferred to her new account because she did not let Acacia Energy know that she was moving out of her previous address. Acacia has credited the disconnect fee of $back to MrsColon's account as a one-time courtesy. MrsColon is responsible for the energy usage on her old account until the time of disconnect, because she failed to inform Acacia that she was moving out of this property. MrsColon's balance after the $credit is $125.32. If MrsColon has additional questions or concerns, she can contact Acacia customer service at 1-877-997-2946. Sincerely, A*** PBeickerExecutive Vice President
Acacia Energy was able to successfully contact this customer to resolve their issue Customers concern related to fees related to disconnection and re connection of service have been resolved via a courtesy credit for the applicable fees of $as well as and updated fee structure going
forward This customer has elected to use credit provided for current energy usage and has elected to pay deferred payment plan at a later date Acacia Energy strives to assist all customers to the best if its abilities Acacia Energy considers this issue resolved and the customer satisfied with its resolution
From: Alyson B*** [mailto:alyson.***@***.com] Sent: Thursday, February 23, 10:AM Customer Info: *** *** *** * *** *** *** *** *** ** *** filed a complaint with the Revdex.com on 12/03/2015. Customer stated that Acacia Energy is
overcharging her and not explaining themselves to justify the price. Customer did receive pass through charges from the TDU that were posted incorrectly to her account. Acacia Energy reversed these charges immediately and issued the customer a credit. Customer’s power was not interrupted during this time. Customer paid Acacia Energy on 12/30/and 12/31/and both payments were using a credit card that was declined. Mrs*** left Acacia Energy in 02/2016. Customer was called at *** and the phone number is incorrect. Thank you, ALYSON B*** Executive VP Phone: 281.886.8537| Mobile: ***| Fax: Email: alyson.b@b***.com| Web: www.b***.com *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** ** *** *** ** *** ** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** ***
From: Alyson *** [mailto:alyson.***@Brookletenergy.com] Sent: Friday, February 24, 10:AM To: *** *** *** Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business *** These were the dates that the credit card company reversed the charges. There may have been a few days lag. Please let me know if additional information is needed. Thank youPlease see attached. ALYSON *** Executive VP Phone: ***| Mobile: ***| Fax: *** Email: alyson.***@brookletenergy.com| Web: www.brookletenergy.com This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressedIf you have received this email in error please notify the system managerThis message contains confidential information and is intended only for the individual namedIf you are not the named addressee you should not disseminate, distribute or copy this e-mail
We have spoken several times with *** regarding her order.? Our shop was unfortunately closed at the time of the order and we did speak about this via email.? We apologized for the delay in sending her custom products.? We also have been in contact with her since and have been happy
to add some customizations to her order, sending her a return shipping label and are awaiting the products for this request.? We are working with *** to remedy and work with any requests that she has.? thank you ***
From: Alyson B[redacted] [mailto:alyson.b[redacted].com] Sent: Thursday, February 23, 2017 10:15 AM Customer, [redacted], filed a complaint with the Revdex.com on 07/19/2016. During this time period, customer had a deferred payment plan in place for a portion of her balance, and she had...
multiple credit card payments that were declined. When the customer states that she “put $10.00” on her account, the credit card was declined and her balance on her pre-paid energy account fell into the disconnect threshold. This customer has multiple declined payments every month. Mrs. [redacted] continues to be a customer of Acacia Energy. Customer currently has a deferred payment plan with Acacia Energy, which means that we lend her money for up to 5 months so that her power does not get disconnected. In the time period that the complaint was filed, the customer only called in to ask for assistance in paying her bill. She did not tell Acacia Energy that she didn’t agree with the price she was being charged. She was given a deferred payment plan for $30 and agreed to pay $6.00 per week. The customer did not inform Acacia Energy that she didn’t understand her billing. Currently, Mrs. [redacted] has an estimated 4 days remaining on her account with a positive balance of $16.34. I have attached Mrs. [redacted]s usage and billing from the date of the complaint through current day. I have reviewed the rate against Acacia’s terms of service, and Acacia has not been overcharging Mrs. [redacted] for power. The rate shown on the spreadsheet attached is all inclusive of her power rate, transmission and distribution charges from the utility, and taxes. (Please see column “O” on the spreadsheet.) Thank you, ALYSON B[redacted] Executive VP Phone: 281.886.8537| Mobile: [redacted]| Fax: 281.754.4825 Email: alyson.b[redacted].com| Web: www.[redacted].com [redacted]
From: Alyson B[redacted] Sent: Thursday, February 23, 2017 10:46 AM Account information: [redacted] [redacted] was a customer of Acacia Energy. During the time that the complaint was...
filed, she had multiple declined credit card payments. When she “logged in to see her account to be -2.15, she immediately made a payment”, the credit card was no good, and the payment rejected. She did make payments after this, and some of those payments went through. Mrs. [redacted] left Acacia Energy in July 2015. She had a positive balance on her account when she left, and Acacia Energy issued her a refund check. Thanks, ALYSON B[redacted] Executive VP Phone: 281.886.8537| Mobile: [redacted]| Fax: 281.754.4825 Email: alyson.b[redacted]| Web: www.[redacted]
We apologize for any confusion that may have been caused. As outlined on our website, all Vital Power Simtricity Plans do require customer identification as well as acceptable credit review in order to determine deposit requirements. We have included screenshots of our website plan...
[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. Despite how they did not make any amends on improving their customer service and their system. Their system should automatically notify a patient prior to a clients account going negative. Not after the fact that I am negative and then owe an additional fee. [redacted]
From: Alyson B[redacted] [mailto:alyson.b[redacted]] Sent: Thursday, February 23, 2017 10:57 AM Account Information: Account #: [redacted] [redacted] filed a complaint with the Revdex.com on 06/29/2015. She had been a customer...
with Acacia Energy. On 06/11/2015, Mrs. [redacted] called in stating she didn’t receive notification that her balance was low. Customer had the email: [redacted] on the account and updated it to be [redacted]. She also had her primary contact # as her home #, so Acacia Energy changed it to her cell phone # so that she could receive text notifications. Due to the incorrect email and phone # on Mrs. [redacted]’s account, Acacia Energy reversed the disconnect and reconnect fees on her account. I have confirmed that the customer gave her home phone # and incorrect email to an Acacia Energy customer service agent in a prior phone conversation. Mrs. [redacted] left Acacia Energy in 07/2015. Thanks, ALYSON B[redacted] Executive VP Phone: 281.886.8537| Mobile: [redacted]| Fax: 281.754.4825 Email: alyson.b[redacted]| Web: www.b[redacted]
[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. First of all I made no payments on 12/30/15 or 12/31/15 because I moved out of that apartment and on 12/30/15 and second if the called [redacted] asking for Mrs. [redacted] of cpurse I said wrong number, but I have had this number for over 5 years.
[Provide details of why you are not satisfied with this resolution.]
Regards,
We apologize for any confusion that may have been caused As outlined on our website, all Vital Power Simtricity Plans do require customer identification as well as acceptable credit review in order to determine deposit requirements We have included screenshots of our website plan descriptions that do outline these requirements
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 First of all I made no payments on 12/30/or 12/31/because I moved out of that apartment and on 12/30/and second if the called [redacted] asking for Mrs [redacted] of cpurse I said wrong number, but I have had this number for over years [Provide details of why you are not satisfied with this resolution.] 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 Despite how they did not make any amends on improving their customer service and their systemTheir system should automatically notify a patient prior to a clients account going negativeNot after the fact that I am negative and then owe an additional fee ***
From: Alyson B [redacted] Sent: Thursday, February 23, 10:AM Account information: [redacted] [redacted] was a customer of Acacia Energy During the time that the complaint was filed, she had multiple declined credit card payments When she “logged in to see her account to be -2.15, she immediately made a payment”, the credit card was no good, and the payment rejected She did make payments after this, and some of those payments went through Mrs [redacted] left Acacia Energy in July She had a positive balance on her account when she left, and Acacia Energy issued her a refund check Thanks, ALYSON B [redacted] Executive VP Phone: 281.886.8537| Mobile: [redacted] | Fax: Email: alyson.b [redacted] @ [redacted] | Web: www[redacted]
From: Alyson B [redacted] [mailto:alyson.b [redacted] @B [redacted] ] Sent: Thursday, February 23, 10:AM Account Information: Account #: [redacted] [redacted] filed a complaint with the Revdex.com on 06/29/ She had been a customer with Acacia Energy On 06/11/2015, Mrs [redacted] called in stating she didn’t receive notification that her balance was low Customer had the email: [redacted] on the account and updated it to be [redacted] She also had her primary contact # as her home #, so Acacia Energy changed it to her cell phone # so that she could receive text notifications Due to the incorrect email and phone # on Mrs [redacted] ’s account, Acacia Energy reversed the disconnect and reconnect fees on her account I have confirmed that the customer gave her home phone # and incorrect email to an Acacia Energy customer service agent in a prior phone conversation Mrs [redacted] left Acacia Energy in 07/ Thanks, ALYSON B [redacted] Executive VP Phone: 281.886.8537| Mobile: [redacted] | Fax: Email: alyson.b [redacted] @b [redacted] | Web: www.b [redacted]
From: Alyson B [redacted] [mailto:alyson.b [redacted] @ [redacted] .com] Sent: Thursday, February 23, 10:AM Customer, [redacted] , filed a complaint with the Revdex.com on 07/19/ During this time period, customer had a deferred payment plan in place for a portion of her balance, and she had multiple credit card payments that were declined When the customer states that she “put $10.00” on her account, the credit card was declined and her balance on her pre-paid energy account fell into the disconnect threshold This customer has multiple declined payments every month Mrs [redacted] continues to be a customer of Acacia Energy Customer currently has a deferred payment plan with Acacia Energy, which means that we lend her money for up to months so that her power does not get disconnected In the time period that the complaint was filed, the customer only called in to ask for assistance in paying her bill She did not tell Acacia Energy that she didn’t agree with the price she was being charged She was given a deferred payment plan for $and agreed to pay $per week The customer did not inform Acacia Energy that she didn’t understand her billing Currently, Mrs [redacted] has an estimated days remaining on her account with a positive balance of $ I have attached Mrs [redacted] s usage and billing from the date of the complaint through current day I have reviewed the rate against Acacia’s terms of service, and Acacia has not been overcharging Mrs [redacted] for power The rate shown on the spreadsheet attached is all inclusive of her power rate, transmission and distribution charges from the utility, and taxes (Please see column “O” on the spreadsheet.) Thank you, ALYSON B [redacted] Executive VP Phone: 281.886.8537| Mobile: [redacted] | Fax: Email: alyson.b [redacted] @ [redacted] .com| Web: www[redacted] .com [redacted]
On 04/18/2017, MrsColon called in and spoke with a supervisor. MrsColon never told Acacia Energy that she was moving out of her old location. She told her landlord, and the landlord did not pass that information on to Acacia Energy, as this is the customer's responsibility.
Services were disconnected on 03/25/when Acacia received a notification from another electricity provider for MrsColon's old address. MrsColon has a disconnection fee of $on her account that was transferred to her new account because she did not let Acacia Energy know that she was moving out of her previous address. Acacia has credited the disconnect fee of $back to MrsColon's account as a one-time courtesy. MrsColon is responsible for the energy usage on her old account until the time of disconnect, because she failed to inform Acacia that she was moving out of this property. MrsColon's balance after the $credit is $125.32. If MrsColon has additional questions or concerns, she can contact Acacia customer service at 1-877-997-2946. Sincerely, A*** PBeickerExecutive Vice President
Acacia Energy was able to successfully contact this customer to resolve their issue Customers concern related to fees related to disconnection and re connection of service have been resolved via a courtesy credit for the applicable fees of $as well as and updated fee structure going
forward This customer has elected to use credit provided for current energy usage and has elected to pay deferred payment plan at a later date Acacia Energy strives to assist all customers to the best if its abilities Acacia Energy considers this issue resolved and the customer satisfied with its resolution
From: Alyson B*** [mailto:alyson.***@***.com] Sent: Thursday, February 23, 10:AM Customer Info: *** *** *** * *** *** *** *** *** ** *** filed a complaint with the Revdex.com on 12/03/2015. Customer stated that Acacia Energy is
@b***.com| Web: www.b***.com *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** ** *** *** ** *** ** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** ***
overcharging her and not explaining themselves to justify the price. Customer did receive pass through charges from the TDU that were posted incorrectly to her account. Acacia Energy reversed these charges immediately and issued the customer a credit. Customer’s power was not interrupted during this time. Customer paid Acacia Energy on 12/30/and 12/31/and both payments were using a credit card that was declined. Mrs*** left Acacia Energy in 02/2016. Customer was called at *** and the phone number is incorrect. Thank you, ALYSON B*** Executive VP Phone: 281.886.8537| Mobile: ***| Fax: Email: alyson.b
From: Alyson *** [mailto:alyson.***@Brookletenergy.com] Sent: Friday, February 24, 10:AM To: *** *** *** Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business *** These were the dates that the credit card company reversed the charges. There may have been a few days lag. Please let me know if additional information is needed. Thank youPlease see attached. ALYSON *** Executive VP Phone: ***| Mobile: ***| Fax: *** Email: alyson.***@brookletenergy.com| Web: www.brookletenergy.com This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressedIf you have received this email in error please notify the system managerThis message contains confidential information and is intended only for the individual namedIf you are not the named addressee you should not disseminate, distribute or copy this e-mail
We have spoken several times with *** regarding her order.? Our shop was unfortunately closed at the time of the order and we did speak about this via email.? We apologized for the delay in sending her custom products.? We also have been in contact with her since and have been happy
to add some customizations to her order, sending her a return shipping label and are awaiting the products for this request.? We are working with *** to remedy and work with any requests that she has.? thank you ***
From: Alyson B[redacted] [mailto:alyson.b[redacted].com] Sent: Thursday, February 23, 2017 10:15 AM Customer, [redacted], filed a complaint with the Revdex.com on 07/19/2016. During this time period, customer had a deferred payment plan in place for a portion of her balance, and she had...
multiple credit card payments that were declined. When the customer states that she “put $10.00” on her account, the credit card was declined and her balance on her pre-paid energy account fell into the disconnect threshold. This customer has multiple declined payments every month. Mrs. [redacted] continues to be a customer of Acacia Energy. Customer currently has a deferred payment plan with Acacia Energy, which means that we lend her money for up to 5 months so that her power does not get disconnected. In the time period that the complaint was filed, the customer only called in to ask for assistance in paying her bill. She did not tell Acacia Energy that she didn’t agree with the price she was being charged. She was given a deferred payment plan for $30 and agreed to pay $6.00 per week. The customer did not inform Acacia Energy that she didn’t understand her billing. Currently, Mrs. [redacted] has an estimated 4 days remaining on her account with a positive balance of $16.34. I have attached Mrs. [redacted]s usage and billing from the date of the complaint through current day. I have reviewed the rate against Acacia’s terms of service, and Acacia has not been overcharging Mrs. [redacted] for power. The rate shown on the spreadsheet attached is all inclusive of her power rate, transmission and distribution charges from the utility, and taxes. (Please see column “O” on the spreadsheet.) Thank you, ALYSON B[redacted] Executive VP Phone: 281.886.8537| Mobile: [redacted]| Fax: 281.754.4825 Email: alyson.b[redacted].com| Web: www.[redacted].com [redacted]
From: Alyson B[redacted] Sent: Thursday, February 23, 2017 10:46 AM Account information: [redacted] [redacted] was a customer of Acacia Energy. During the time that the complaint was...
filed, she had multiple declined credit card payments. When she “logged in to see her account to be -2.15, she immediately made a payment”, the credit card was no good, and the payment rejected. She did make payments after this, and some of those payments went through. Mrs. [redacted] left Acacia Energy in July 2015. She had a positive balance on her account when she left, and Acacia Energy issued her a refund check. Thanks, ALYSON B[redacted] Executive VP Phone: 281.886.8537| Mobile: [redacted]| Fax: 281.754.4825 Email: alyson.b[redacted]| Web: www.[redacted]
We apologize for any confusion that may have been caused. As outlined on our website, all Vital Power Simtricity Plans do require customer identification as well as acceptable credit review in order to determine deposit requirements. We have included screenshots of our website plan...
descriptions that do outline these requirements.
[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. Despite how they did not make any amends on improving their customer service and their system. Their system should automatically notify a patient prior to a clients account going negative. Not after the fact that I am negative and then owe an additional fee. [redacted]
From: Alyson B[redacted] [mailto:alyson.b[redacted]] Sent: Thursday, February 23, 2017 10:57 AM Account Information: Account #: [redacted] [redacted] filed a complaint with the Revdex.com on 06/29/2015. She had been a customer...
with Acacia Energy. On 06/11/2015, Mrs. [redacted] called in stating she didn’t receive notification that her balance was low. Customer had the email: [redacted] on the account and updated it to be [redacted]. She also had her primary contact # as her home #, so Acacia Energy changed it to her cell phone # so that she could receive text notifications. Due to the incorrect email and phone # on Mrs. [redacted]’s account, Acacia Energy reversed the disconnect and reconnect fees on her account. I have confirmed that the customer gave her home phone # and incorrect email to an Acacia Energy customer service agent in a prior phone conversation. Mrs. [redacted] left Acacia Energy in 07/2015. Thanks, ALYSON B[redacted] Executive VP Phone: 281.886.8537| Mobile: [redacted]| Fax: 281.754.4825 Email: alyson.b[redacted]| Web: www.b[redacted]
[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. First of all I made no payments on 12/30/15 or 12/31/15 because I moved out of that apartment and on 12/30/15 and second if the called [redacted] asking for Mrs. [redacted] of cpurse I said wrong number, but I have had this number for over 5 years.
[Provide details of why you are not satisfied with this resolution.]
Regards,