Microdapt C/O Robert Pruitt

Revdex.com: This letter is to inform you that Bounce Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/20/4:40:PM and assigned ID [redacted] Regards,

We have spoken to Ms [redacted] to further review our response and come to a resolution acceptable to the customer Ms [redacted] 's requested resolution has been accepted by Bounce EnergyA Disconnection Notice Waiver and Late Payment Fee waiver have been placed on the account including a credit to bring the customer's current balance to $as requested

Good afternoon, [redacted] , Thank you for your inquiry I apologize for the frustrations you are having regarding your account I am happy to help you understand what has occurred on your account When you originally signed up for service on [redacted] you contacted Bounce Energy directly to initiate service At that time you required a deposit of $***, which you paid on [redacted] Services ended on [redacted] , due to a market transaction sent on [redacted] from another provider stating they had a new customer moving in We did not received a call to process a move out from you When your final bill generated on [redacted] you had a credit of $ [redacted] The breakdown of your bill is below: Previous Balance: $ Current Usage: $ Base Charge: $ Centerpoint Fees: $ PUC Assessment: $ Deposit Credit: -$ [redacted] Interest Credit: -$ Total Balance: -$ [redacted] Your original credit of $ [redacted] was returned to you via check on [redacted] This check was sent to [redacted] and has not been cashed I contacted our back office team today and was advised that they received your check via returned mail I requested that the check be sent out again today to the [redacted] *** You should receive this within the next to days To address you issue of receiving $in refer a friend credits Both $credits have already been applied to your account The first $ credit was applied on the bill generated on [redacted] and the second $credit was applied on the bill generated on [redacted] If you have any further questions, or wish to speak with a supervisor directly about these concerns, please feel free to call our Escalations Department at [redacted] at your convenience Sincerely, [redacted] Bounce Energy

Upon review of the account, the $payment was reversed to the card ending [redacted] on March 13, Request to fulfill the NEST Thermostat was placed and it should be received within 7-daysAn analyst attempted to reach Ms [redacted] to provide our findings and a message was left with her sisterIf Ms [redacted] has any further concerns, she can reach Devon at [redacted] Monday-Friday, 8:a.m- 5:p.m

Good afternoon, Ms***, Thank you for your correspondence I apologize for this frustrating situation I have reviewed your account and I can provide the following information On 5/15/your final bill was generated in the amount of $ This balance included the previous balance of $from the bill generated on 5/6/and the current final charges of $ The balance of $was due on 5/22/ This was mailed to [redacted] ***n Dr, Houston, TX 7*** Our collections team contacted you on 5/29/and advised you that you had an overdue balance of $and a total balance of $ You opted to pay only the overdue balance The agent advised you that you had a remaining balance of $due on 6/1/ Since this was your final bill and our collections team contacted you about the balance on 5/29/15, you were not contacted again Your account was sent to collections because you had not paid your final bill within days of the due date I show you paid the past due amount of $on 7/29/ Please feel free to contact us at any time if you have any further questions Thank You, Russ C [redacted] Bounce Energy

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 Per the PUC, the charges assessed for service at [redacted] W [redacted] , ***, after 1/26/05, were NOT in accordance with Substantive Rule SecUnauthorized Charges (b) (2) The Substantive Rule requires Bounce obtain customer consent prior to billing for service CPD has determined consent was rescinded effective 1/26/15, with the submission of the move-out request Based on their investigation, CPD has determined that the actions of Bounce are not consistent with Substantive Rule Sec(b) (2) Therefore, this file may be considered for further review.Due to the fraudulent charges that Bounced charged me and did not credit back to my account until such time as I got the PUC and Revdex.com involved, I cancelled my service with Bounce due to inept customer service and fraudulent billings and do not trust them with any future billings Bounce has proven to be distrustful and fraudulent and I immediately request the early cancellation fee be returned to me in the form of a check immediately and mailed to [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: A representative from Bounce Energy contacted me and resolved the issue with my billI have read the response that Bounce submitted and the only thing I have to add is that an i.gain was not stated until I called and made a complaint in regards to receiving two billsAt this point I now had two accounts for different apartmentsBecause the i.gain was never completed properly I continued to receive bills that were not correctSince the bills were not correct, it looked as if I was late on the account that I actually resided inBounce would tell me just pay for the apt you actually live in because we will fix the billWell, late fees and things were being added because it looked as if I wasn't paying the bill in full according to the computer systemI even received a pink notice in the mailI truly wish this could have been corrected before we reached this pointBut I do appreciate the timely response from Bounce after contacting Revdex.com

July 26, [Complaint No: [redacted] ] – [redacted] Account #: [redacted] COMPLAINT SUMMARY: Ms [redacted] states she purchased the Terrific Twelve Plan plus A/C Protection, which includes up to $in repair/replacement per A/C incidentMs [redacted] further states her A/C broke on June 8, and she called Bounce Energy to request A/C service and they asked for her A/C contract numberMs [redacted] states she never received one, and they said that they could not look it up because they contract it outMs [redacted] further states after dozens of phone calls over several days, she was told that they had a system issue in which some customers did not have contract numbers and the A/C protection plans were not in the new contractor's systemMs [redacted] states due to not having air for two days, they said that she could go with an A/C servicer of her choosing and that she would be reimbursed while they look into their system issuesMs [redacted] states she had her entire A/C unit replaced on June 10, 2016, which cost well over the $repair limit of the protection planAs instructed, Ms [redacted] emailed the invoice to Bounce on June 20, Ms [redacted] states she was told that they didn't think she ever actually had the protection plan and that it was a system issue on their side (even though she had been paying for it for the past months and it showed on her billing statements), but they would honor it anyway, and that they would cut a check the following Tuesday, June 27, Ms [redacted] further states she never received the check, but received a printed billing statement with a $creditMs [redacted] states she didn’t want to argue any further and accepted the bill creditMs [redacted] further states she received a new bill on July 18, that she owed $and the $credit was goneMs [redacted] states when she checked her online statements, the $credit was never appliedMs [redacted] states she called on July 19, and July 21, asking about the checkMs [redacted] states she has been told each time that they are checking into it and will call her back, but she never receives a call back SUMMARY OF INVESTIGATION: Bounce Energy records reflect Ms [redacted] has been a customer since April 23, 2010, at [redacted] *** On June 3, 2015, Ms [redacted] renewed her contract online to the Bounce + A/C ProtectionThis contract began on July 18, and ended on July 17, On June 7, 2016, Mr [redacted] contacted customer service to request his A/C Protection Plan contract number After speaking to several agents, he was informed we would investigate and would contact him with an update On June 8, 2016, Mrand Ms [redacted] contacted customer service several times to request their A/C Protection Plan contract number They were informed a request for contract information had been sent to the back office, but an update was not yet available On June 17, 2016, a supervisor left a voice mail requesting a call back Ms [redacted] returned the call and was informed by an agent the invoice she had emailed to Bounce Energy was blank and did not confirm a method of payment for the A/C unit Ms [redacted] stated she would have another sent with the requested information On June 17, 2016, an invoice was generated for billing period May 16, to June 15, The invoice included a two year Loyalty Rewards Credit in the amount of $100.00, a Bounce Energy Rewards credit in the amount of $12.50, and a Summer Renewal Credit in the amount of $ On June 21, 2016, a note was placed on the account that the reimbursement was under investigation On July 19, 2016, Ms [redacted] contacted customer service to request an update on the refund check The agent informed Ms [redacted] she would receive a call once the supervisor had more information On July 20, 2016, Ms [redacted] contacted customer service and requested to speak to the supervisor who contacted her in June in reference to the invoice The agent contacted that supervisor who stated they are working on her concern and would call her as soon as an update became availableThe supervisor left a voicemail advising the customer would receive the reimbursement check in seven to ten business days On July 21, 2016, a complaint analyst spoke with Ms [redacted] to provide the findings of the investigation COMPANY RESPONSE: Ms [redacted] states that she was on a twelve month rate that included an A/C Protection Plan Ms [redacted] further states when she contacted Bounce Energy to use the plan, agents could not locate her contract information Ms [redacted] states she was informed to choose her own repair company and would be reimbursed Ms [redacted] further states after numerous calls she had not received her reimbursement check or an update to when she might receive it Bounce Energy records reflect Ms [redacted] renewed to a month +A/C Protection Plan on June 3, Due to a system issue the A/C Protection Plan was not added to Ms [redacted] accountAlthough the invoices reflected the Terrific + AC Protection plan, Ms [redacted] was never billed the additional $monthly feeBounce Energy has no record of generating an invoice reflecting a credit in the amount of $However, in the interest of customer service a reimbursement check in the amount of $was sent to Ms [redacted] on July 21, via [redacted] ** Bounce Energy prides itself on maintaining a high level of customer service, and we regret anything that may have been considered unsatisfactoryIf Ms [redacted] has any further questions regarding this matter, Bounce Energy would be more than happy to discuss this matter further

November 3, [Complaint No: [redacted] ] – [redacted] Account #: [redacted] COMPLAINT SUMMARY: Mr [redacted] states Bounce Energy has been charging him for services not renderedMr [redacted] further states no one has been living in the unit since July 1, 2016, and there is no appliance connected, A/C is off, no porch lights on and the invoice has increased during this timeMr [redacted] states the breaker has been off since late September SUMMARY OF INVESTIGATION: Bounce Energy records reflect Mr [redacted] was a customer from April 24, until October 27, 2016, at [redacted] *** On October 26, 2016, Mr [redacted] spoke to a customer service agent stating there should be no usage at the premise as no one has lived there in the last three months The agent informed him that usage is sent to us from [redacted] and the only way to ensure there is not usage is by turning the circuit breaker offThe agent also offered to submit a meter testMr [redacted] said he did not want to turn off the breaker or submit a meter test, but requested his premise to be Moved OutA Move Out was scheduled and completed on October 27, On October 28, 2016, a complaint analyst emailed Mr [redacted] to provide the findings of the investigation COMPANY RESPONSE: Mr [redacted] states Bounce Energy has been charging him for usage when his address has been unoccupied since July 1, Bounce Energy records reflect usage received from [redacted] in the amount of 1,kWh from July 7, until October 26, 2016, at [redacted] ***Mr [redacted] is not current customer of Bounce Energy, which is a requirement to request a meter test Bounce Energy confirmed with [redacted] that usage for Mr [redacted] ’s premise was actual and correctBounce Energy has no record of calls or emails from Mr [redacted] to cancel prior to October 26, 2016, therefore he is responsible for the usage Bounce Energy prides itself on maintaining a high level of customer service, and we regret anything that may have been considered unsatisfactoryIf Mr [redacted] has any further questions regarding this matter, Bounce Energy would be more than happy to discuss this matter further

Good afternoon, Ms***, Thank you for your response I have reviewed your account and it appears you were viewing the incorrect orderYou have orders on your account for the same address, one with a deposit and the other was your current order I have removed the deposit account from your MyAccount view You are currently past due $ Also I show that you ended services with Bounce Energy on 10/7/and switched to another provider Your final bill will be generated shortly and will include and early termination fee of $plus your current usage for the month If it was not your intention to switch to another provider Please let us know, so we can start the process to regain you as a customer Because you are no longer a customer of Bounce Energy at this time you will need to pay your balance in full Please feel free to contact us at any time with any further assistance we may provide you Thank You, Russ C [redacted] Bounce Energy

December 26, [Complaint No: [redacted] ] – [redacted] Account # [redacted] COMPLAINT SUMMARY: Mr [redacted] states he received an invoice from Bounce Energy that was due by October 30, He states that he mailed a check the following day; however, his service was disconnected on November 14, Mr [redacted] states he had to make a second payment to Bounce Energy to restore service SUMMARY OF INVESTIGATION: [redacted] has been a Bounce Energy customer at [redacted] since May 4, On October 13, 2017, an invoice was issued for the current charges of $249.70, due by October 30, (see attached invoice) On November 1, 2017, a Disconnection Notice was issued for the past due balance of $249.70, due by November 13, (see attached notice) On November 14, 2017, service was disconnected for non-paymentMr [redacted] contacted the Customer Service Department and made payment via card, and was reconnected the same day On November 14, 2017, MrDeines’ check payment was received and posted to the account COMPANY RESPONSE: A Complaint analyst was unable to reach Mr [redacted] by phoneThe analyst sent an email regarding the matter; however, no response has been received Bounce Energy prides itself on maintaining a high level of customer service, and we regret anything that may have been considered unsatisfactoryIf Mr [redacted] has any further questions regarding this matter, Bounce Energy would be more than happy to discuss this matter further

Good Afternoon, Ms [redacted] , Thank you for your inquiry I apologize for the frustration with your account I am happy to help you understand what is happening with your account You enrolled your guard light with Bounce Energy on 4/9/ under the Thrifty Saver Plan, which is a variable rate planBounce Energy charges you for the Energy Rate based off the usage that is sent by [redacted] and [redacted] has their own fees which are passed on to you with no additional mark up You contacted us on 4/21/regarding your invoice in the amount of $ You were advised by the agent that there was a $fee for turning on the service and usage charges for kWh Since you were disputing the charges the agent contacted [redacted] and verified the $fee was to energize the guard light and the $fee was another connection charge for the unmetered guard light We also contacted [redacted] for you on 7/28/to verify the charges on your invoice [redacted] confirmed the charges were valid and no adjustments were warranted at this time The kWh of usage are sent to us by *** This is the set amount of usage for your meter, even though the guard light is unmeter there is still electricity usage The usage is determined by [redacted] and sent to Bounce Energy to apply our energy rate I do apologize that you were informed to contact ***, as our agents should have explained this information to you The agent on 4/21/did advise you that the charges were correct We also verified with [redacted] that the charges and usage was correct on our correspondence with them on 7/28/ At this time you are being billed correctly and according to the EFL you agreed to If you have any further questions or wish to speak with a supervisor directly about these concerns, please feel free to call our Escalations Department at [redacted] at your convenience Sincerely, Russ C [redacted] Bounce Energy

Good afternoon, Ms [redacted] , Thank you for your correspondence I have reviewed your rejection The fees you have in question are [redacted] fees and are passed through to you with no additional mark up[redacted] has not reported these fees incorrectly, as indicated from the response you received from the [redacted] [redacted] began service for two (2) watt mercury vapor guard lights on 4/10/ [redacted] sent charges to Bounce Energy in accordance to the Tarriff for Retail Delivery Service Section – Outdoor Lighting Service, which are passed through to you on your Bounce Energy bill The $was for an Unmetered Facilities Connection Fee and the $is for an Unmetered Facilities Connection fee for an additional device on that specific circuit [redacted] confirmed these charges were billed in accordance with their tariff section Discretionary Charges – DD– Unmetered Facilities Connection/Disconnection Bounce Energy contacted [redacted] to dispute the charges for you and we were advised the following: ‘We have reviewed the dispute from the customer and the charges are validNo adjustments are warranted at this time You can view these charges by going to ***'s Tariff for Retail Delivery Service section 6.1.3.3’ The usage you see on your account is also provided by *** It is ***’s responsibility to maintain the poles and wires, respond to emergencies and power outages and report the usage for a particular ESI [redacted] provides the usage of kWh per month for an unmetered ESI Bounce Energy has charged you in accordance to your EFL and what is being send by *** At this time on adjustment is required You are being billed according to your EFL Please feel free to contact us at any time regarding your concern Sincerely, Russ C [redacted] Bounce Energy

Good afternoon, *** ***,
Thank you for your inquiry.
I apologize that you are not satisfied with our response. You only are eligible for a total of $in
Refer A Friend credits and this has already been paid out to you. The first invoice was on *** and was a $
credit for being referred. The second $
Refer A Friend credit was paid out on the invoice generated on ***. I have attached this invoice so you can see
that the credit was applied.
As for your check being sent to the incorrect address, this
is something we had to request from our back office team. I apologize that this was not identified
sooner but return mail can take awhile to receive and we just received your
return check recently. This was mailed
out again yesterday, ***
I show that you spoke with a supervisor this morning and
advised you about the refund check and that the additional Refer A Friend
customer did not add your account to their order. At this time your refund check is being
mailed to you and you have received all credits that are due to you
If you have any further questions, or wish to speak with a
supervisor directly about these concerns, please feel free to call our
Escalations Department at *** at your convenience
Sincerely,
*** ***
Bounce Energy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
They have not answered why they are so quick to turn off power WITHOUT notice or graceThey are greedy, intollerent, and without respect for their customers! They hit me hard and I will not stand for it! The problem is purely theirs because they don't respond to the mail in a reasonable time, I think because they want everyone to use E mail

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
I have attempted to pay the past due portion I was told to pay when I spoke to a Bounce Energy Customer Service repIt is stating I do not have an active Bounce Energy account and to put a deposit of $down

Good afternoon, *** ***,
Thank you for your inquiry.
I apologize for the frustrations you are having on your account. I have reviewed your account and my findings
are below:
-
You places a
transfer of service on 5/8/for
services to start on 5/29/for the *** *** *** address and a move
out for the *** *** *** *** *** address for 6/1/
-
No agent has access your account since 5/8/
until a collections agent attempted to call you on 6/11/
-
You called us on 6/30/to find out why your
account was charged $145.81. The agents advised
you that you placed a transfer of service and we did not receive a call to
cancel. You stated you called on 5/28/
I have the same findings as the supervisor you spoke with on
6/30/15. We have no record of a call from
the phone number 713-469-and no agent has touched your account from 5/8/
until 6/30/15. At this time you are
responsible for those fees
I can remove the fees if you can provide paperwork showing
you did not live at the *** *** *** address from 5/29/to
6/11/15. It would be most ideal if you
provided the lease you had active during that time period. You can fax your documentation to ***. I will take care of your balance once I
receive this information
If you have any further questions, or wish to speak with a
supervisor directly about these concerns please feel free to call our
Escalations Department at *** at your convenience
Sincerely,
Russ C***
Bounce Energy

Sent: Monday, November 14, 11:AM Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** Bounce Energy received usage from CenterPoint for premise, *** ** *** *** *** *** *** ***, from July 1, until October 26, If Mr*** wishes to further dispute his usage he may contact CenterPoint at (800-332-7143). Devon Office of the President Phone: 855-376-Fax: 866-743-Email Disclaimer The information contained in or attached to this email is intended only for the use of the addresseeIf you are not the intended recipient of this email, or a person responsible for delivering it to the intended recipient, you are strictly prohibited from disclosing, copying, distributing, or retaining this email or any part of itIt may contain information which is confidential and/or covered by legal, professional or other privilege under applicable lawIf you have received this email in error, please notify us immediately by return emailThe views expressed in this email are not necessarily the views of Centrica plc, nor its North American subsidiaries, and the said companies and their respective directors, officers and employees make no representation, nor accept any liability, regarding its accuracy or completeness, unless expressly stated to the contrary

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.
I spoke to your representative on 5/to find out what my total outstanding balance was on my account so I could pay off the account in o**er to close my account since I was receiving inept customer service. The representative told me the total due was which you received on 5/20/15. You applied the credit and a week later, my account reflects an outstanding balance of $154.82. Why was I told my final amount due was when an ADDITIONAL is charged to my accountThis is a sqftapartment and that is not possibleI request an audit of my account. When I used to receive email bills, I received an email with the amount due and it was paid.My account was paid off as of 4/14/15.after making a payment. Then on 5/4/(weeks later) my account shows Total Amount Due. The bill says I owe at that point I paid but my account does not show you applied that creditIt cleared my account on 4/1/15. How can I go from a balance to in weeks for a sqfoot apartment? Account reflects I paid (even though I only paid 70..00) and the amount unpaid went back to 0. weeks later, on 5/26/15, my bill amount skyrockets to $284.90 with a total amount due of 154.82. This makes no sense at all and that is why I am requesting an audit. I also request a credit for all late fees incurred because I was no longer receiving email bills nor was I receiving bills in the mail. I never knew when the bill was due and what the total amount was.Rega**s,*** ***

Good Afternoon, *** ***,
Thank you for your inquiry.
I apologize for the confusion and frustration with your account. I am happy to help you understand what has
occurred on your account
On 6/1/*** *** called in to do a transfer of
service and
selected the Bounce A/C Protection plan. This plan has a Warranty product added to the
account for $16.99, which is a warranty plan for your A/C. We received a call on 7/6/from ***
stating she was not aware of the $fee and wanted to opt out of the
Heating and Cooling Repair. I also show
that you contacted us several times regarding the removal of this warranty
product On 7/23/the enrollment call
was reviewed and you were advised *** had requested and agreed to the plan
terms and conditions. The agent
requested to have the plan changed and the warranty product removed. The plan was changed to a regular month
contract (Terrific 12)
I am still awaiting the warranty product to be removed from
the account. In the meantime I have
flagged your account for our billing department to ensure the $is not
charged and the product is removed. If
you have any further questions, or wish to speak with a supervisor directly
about your concerns, please feel free to call our Escalations Department at
*** at your convenience. We are
glad you selected Bounce Energy for your electricity needs and apologize for
the inconvenience
Sincerely,
Russ C***
Bounce Energy