Microdapt C/O Robert Pruitt

Good afternoon, Ms***,
Thank you for your inquiry.
I apologize for the frustration regarding an extension. I am happy to let you know what is happening
with your account
As of 10/6/you are past due $519.91. This amount consists of invoices from July
and
August. This amount needs to be paid
immediately to avoid disconnection. You
also have a current balance of $which is due on 10/7/
A disconnection notice was sent out 9/10/advising you
that disconnection would occur on 9/21/
On 9/23/you called in and requested an extension until
9/25/15. Bounce Energy does not offer a
payment extension without a down payment.
The agent advised you of this information.
On 9/24/you spoke with a supervisor that granted you an
extension without a down payment until 10/2/15.
To date Bounce Energy has not received any payment from
you. You can be disconnected at any time
unless we receive the full past due balance of $519.91.
Please keep in mind that you also have a balance due on
10/7/in the amount of $
If you have any further questions, or wish to speak with a
supervisor directly about your concerns, please contact our Customer Care
department at 888-452-at your convenience
Sincerely,
Russ C***
Bounce Energy

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 9/9/and assigned ID ***
Regards,

Good afternoon, *** ***
Thank you for your inquiry.
I apologize for your frustration regarding the disconnection of your
premise. I am happy to help you
understand what happened.
We submitted an order for you on 5/19/to start
on
5/29/15. Then on 6/1/another Retail
Electricity Provider submitted a same day move in for a customer. Whoever placed the order for 6/1/also did
a move out for 6/4/15. These transactions
were driven by the *** and not by Bounce Energy. Your premise was moved out because another
Retail Electricity Provider requested the move out to occur
Because the other Retail Electricity Provider was of record as
of 6/1/due to a *** request from a customer, they were in control of your
premise. This provider is the company
that moved out your premise
This does not happen often but can happen when a customer
enters the incorrect address for a move in and the *** requests a move out
At this time your services are connected. If you have any further questions, or wish to
speak with a supervisor about the transactions I discussed above, please feel
free to call our Escalations Department at 281-404-at your
convenience. We are glad you selected
Bounce Energy for your electricity needs, and apologize that your services were
disconnected
Sincerely,
Russ C***
Bounce Energy

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 8/16/2:39:AM and assigned ID ***
Regards,

Sent: Tuesday, May 26, 8:PM To: drteam Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** Good afternoon, Ms***-***, Thank you for your inquiry. I apologized for the delay in my response to your Revdex.com complaint, as well as, your
frustration regarding a move out that did not occur. I am happy to take care of this issue for you. If you could send us documentation, as was disc***ed, showing that you moved out of the premise I can take care of this issue for you. We do not have a call prior to 8/15/requesting a move out. I can move the premise out to that date with the information I have, unless you provide me documentation showing the 6/19/move out According to your complaint, you state you called in on 6/14/to process a move out. If that is the case the earliest we could have moved your premise out would have been 6/18/14. According to your account you have an usage fees of $for the service period 5/19/to 6/19/14. Once you send in your paperwork showing the premise was moved out on 6/19/I will reverse all fees leaving the remaining balance of $past due 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 281-404-at your convenience Sincerely, R*** *** Bounce Energy

Good afternoon, Ms***,
Thank you for your inquiryI apologize for your frustration with your accountI am happy to inform you that you will receive your $*** Gift Card
I researched your account and the agent did indeed advise you of the $*** Gift Card promotionThis
promotion had ended on 9/28/15, so when the agent advised you of the promotion on 10/3/the offer was no longer validI greatly apologize for this inconvenience
At this time, we have requested a $*** Gift card be mailed out to you due to the information the agent gave you at the time of renewalIf you have any further questions, or wish to speak with a supervisor directly about these concerns, please feel free to call out Escalations Department at 281-404-at your convenience
Sincerely,
Russ C***
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
Without an appliances, nobody living there, and the breaker eventually turned it is impossible to consumed any kilowatts Bounce and/or *** are charging for service not rendered.
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  I will accept and close this case upon my receipt of the Nest Thermostat. Thank you.

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.  
I was never informed of any charges to turn on the light.  I would have never had it turned on if I had known it would cost $60 dollars in charges.  I also would not have turned it on had I known they would arbitrarily assign 140killowatts of energy to it every month.  None of this was disclosed.  It is obvious to me why the operator spoke so fast!  She was hiding these details.
Despite my calling many ,many times (which BOUNCE obviously has note of!), no one ever told me they would contact [redacted] on my behalf.  I doubt they ever did.  In fact, at one point, I told one of them "are you refusing to register my complaint with [redacted]" because I wanted it on the recording!  She said she would call someone and find out and get back to me.  She later that week left a voice mail saying she had called "Corporate" (not [redacted]) and that corporate had said my issue was with [redacted] and that I needed to call [redacted]!  In all my conversations and there were a lot of them, no one ever said they had spoke with [redacted].  They just kept telling me my beef was with [redacted] not BOUNCE.  The charges you list are disclosed on the first statement I received.  BOUNCE didn't have to call [redacted] for that, and I doubt they did.  The pole never had to be energized.  It already was.  There is power to the house on the same pole.  All that needed to be done was turn on the light which was already there.  I even spoke to the [redacted] service man who turned it on, and he said the charges were incorrect.  It shouldn't cost $60 dollars for that to begin with.
I have also filed a complaint with the [redacted] for failure to disclose these fees on BOUNCE's part.  The statements I receive say to dispute a charge call BOUNCE.  When you call to dispute, they just say sorry, that is the way it is.  There is no dispute.  I want these fees refunded.  That is the only satisfactory resolution.  They were never disclosed and are unusually high because they were sent to [redacted] incorrectly coded.  PERIOD.
Regards,  
Lisa [redacted]

October 14, 2016 [Complaint No: [redacted]] – Ebonee [redacted] Account #: [redacted]   COMPLAINT SUMMARY:   Ms. [redacted] states her bill was never corrected although Bounce Energy representatives told her it would be. Ms. [redacted] further states Bounce Energy continued to charge her for an...

apartment that she never lived in. Ms. [redacted] states she called in weeks in advance to have electricity turned on and on move in day her apartment complex switched the apartment unit she was moving into. Ms. [redacted] states she called to have service transferred to the new unit and the Bounce Energy representative told her that could not be done and created a new account. She further states she was told afterwards that services should have been transferred rather than setting up a new account. Ms. [redacted] states they never closed the old account and now she’s had nothing but issue after issue. Ms. [redacted] further states every time representatives at Bounce Energy reassured her that it would be fixed and that she would not have to pay for the other apartment and that a ticket had been submitted. Ms. [redacted] states she finally got fed up and switched providers. Ms. [redacted] further states a representative waived her Early Termination Fee; however, she states she would like her bill corrected.   SUMMARY OF INVESTIGATION:   Bounce Energy records reflect Ms. [redacted] was a customer from April 29, 2016, until July 6, 2016, at (premise one) [redacted], Houston, TX, [redacted], and (premise two) [redacted], Houston, TX, [redacted] from May 27, 2016, until August 23, 2016.   On April 29, 2016, Ms. [redacted] enrolled premise 8[redacted], Houston, TX, [redacted], for service to start May 27, 2016.   On May 27, 2016, Ms. [redacted] contacted Bounce Energy to request a Transfer of Service.  The customer service agent informed Ms. [redacted] due to services had not started yet a new order would need to be added to the existing account. The agent further advised an Inadvertent Gain was necessary to send the premise back to the previous provider; however, the customer released the call and no actions were taken. Ms. [redacted] made a second call to customer service and spoke to a customer service agent, who enrolled her service at premise two, [redacted], Houston, TX, [redacted].   On June 24, 2016, Ms. [redacted] contacted Bounce Energy to inquire why she was being billed for two premises.  The customer service agent informed her when she called on May 27, 2016, a Move Out was not an option as service was to start that day and an Inadvertent Gain was needed to get the premise removed from her account, but the process was not completed because she released the call.  The agent offered to submit an Inadvertent Gain, but the Ms. [redacted] requested a supervisor.  Ms. [redacted] spoke to a supervisor who confirmed the same information the previous agent had told her.  The supervisor informed her that he submitted an Inadvertent Gain for premise one. Ms. [redacted] contacted Bounce Energy again and a customer service agent stated the Inadvertent Gain was submitted for the incorrect premise and it can take twenty-four to forty-eight hours to complete.   On July 6, 2016, Bounce Energy records reflect the Inadvertent Gain completed.   On July 7, 2016, a final invoice generated for premise one.   On July 8, 2016, Ms. [redacted] contacted Bounce Energy in regard to paying for two premises. A customer service agent stated the Inadvertent Gain had completed and the charges associated with premise one would be removed.   On August 6, 2016, Ms. [redacted] contacted Bounce Energy to discuss her invoice.  A customer service representative submitted a ticket for the invoice and fee waivers associated with premise one.   On August 23, 2016, Bounce Energy records reflect a Drop Due to Switch for premise two.   On August 30, 2016, invoices were generated reflecting Early Termination Fee waivers in the amount of $135.00 for each premise.   On October 7, 2016, a complaint analyst emailed Ms. [redacted] to provide the findings of the investigation.   COMPANY RESPONSE:   Ms. [redacted] states she is being charged for an apartment she didn’t live in.  Ms. [redacted] further states after speaking with numerous representatives and Switching to another provider, her billing is still not correct.   Bounce Energy records reflect Ms. [redacted] contacted Bounce Energy on May 27, 2016, to transfer service from 8[redacted], Houston, TX, [redacted], to [redacted], Houston, TX, [redacted], due to her apartment complex switched the unit she was to move into.  A customer service agent explained the process, which was not completed because Ms. [redacted] released the call.  On May 27, 2016, Ms. [redacted] contacted customer service and a Move In order was placed for her new address.  On June 24, 2016, Ms. [redacted] contacted customer service in regard to her invoice reflecting charges for two premises.  A supervisor logged an Inadvertent Gain for premise one.  On July 6, 2016, Bounce Energy records reflect the Inadvertent Gain completed. On August 6, 2016, a customer service agent submitted a ticket to credit the account for charges for the incorrect premise. On August 23, 2016, Bounce Energy received a Drop Due to Switch. On August 30, 2016, invoices generated for both premises that included waivers for Early Termination Fees, in the amount of $270.00.  Upon further investigation, a credit in the amount of $73.54 was placed on the account on October 7, 2016, to complete all credits in regard to premise one.   Bounce Energy prides itself on maintaining a high level of customer service, and we regret anything that may have been considered unsatisfactory. If Ms. [redacted] has any further questions regarding this matter, Bounce Energy would be more than happy to discuss this matter further.

[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.

Good afternoon, [redacted],
 
Thank you for your inquiry. 
I apologize for the issues you continue to have with your A/C warranty
product. 
 
I see you spoke with LaQuita regarding your warranty
product.  She has requested an Estimate
for the repair and...

Bounce Energy will cover up to $500 of the repair once we
receive the estimate.
 
You also have a future credit of $120 to cover the warranty
product that you had previously paid for.
 
At this time you have been removed from the A/C Repair plan
as you requested on 6/29.  Bounce Energy
has provided a $120 bill credit that should be on your next bill.  Bounce Energy will also cover the damages up
to $500 once you provide us the estimate of the work that needs to be done.
 
Please send your estimate in as soon as possible so that we
may expedite the resolution of this issue for you.  If you have any further questions, or wish to
speak with a supervisor directly about this concern, please feel free to call
our Escalations Department at [redacted] at your convenience. 
 
Sincerely,
 
Russ C[redacted]
Bounce  Energy

Good afternoon, Mr. [redacted],
 
Thank you for your inquiry. 
I apologize for the frustration you are having regarding your
account.   I am happy to help you
understand what happened with your account.
 
You signed up with a Custom Plan 7 on...

12/16/14.  Your contract was sent to expire on 7/17/15.  Your Terms of Service state the following
about how your plan works after you reach the expiration date:
 
‘Service Term. Your contract term is set forth in the EFL.
Your service with us will begin on the date of your first meter read following
your confirmed enrollment with us and will continue for the period stated in
the EFL. Thereafter, your service with us will continue on a month-to-month
basis, until you select another Bounce Energy electricity product, switch to
another REP, or your service is terminated or disconnected by us.’
 
Also in the ‘Contract Expiration Notice’ section it states the
following:
 
‘Contract Expiration Notice. If the product you chose to
purchase is a term contract (a contract with a term in excess of 31 days), a
contract expiration notice will be sent to you at least 14 days prior to the
end of the initial contract term set forth in the EFL. If you fail to take
action to ensure that you continue to receive retail electric service from us
upon the expiration of your contract, then you will continue to be served by us
automatically following the end of your contract term pursuant to a default
renewal product, which shall be a month-to-month product.’
 
These
statement explains that when your contract expires you will be put into  variable rate plan.
 
Bounce
Energy did not receive any calls prior to the date in your complaint, 7/17/15,
that the address was to be moved out.  Since
Bounce Energy did not hear from you to process a move out you are responsible
for the usage fees for that address until you called in to notify Bounce Energy
that you moved out.  I would like to take
care of this for you, so if you could provide me with a copy of your lease
agreement showing that you moved out on 7/17/15, I will have the fees reversed
and refunded to you.
 
Please send
me the required documents and I will take care of this issue for you.  If you have any further questions, or wish to
speak with a supervisor directly about these concerns, please feel free to
contact our Escalations Department at 281-404-2518 at your convenience. 
 
Sincerely,
 
Russ [redacted]
Bounce Energy

Good afternoon, Ms. [redacted],
Thank you for your response. 
I have reviewed your account and it appears you were viewing the
incorrect order. You have 2 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 $735.04.  Also I show that you ended services with
Bounce Energy on 10/7/15 and switched to another provider.  Your final bill will be generated shortly and
will include and early termination fee of $250 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

November 3, 2016 [Complaint No: [redacted]] – [redacted] Account #: [redacted]                    COMPLAINT SUMMARY:   Mr. [redacted] states Bounce Energy has been charging him for services not...

rendered. Mr. [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 time. Mr. [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, 2013 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 off. The agent also offered to submit a meter test. Mr. [redacted] said he did not want to turn off the breaker or submit a meter test, but requested his premise to be Moved Out. A Move Out was scheduled and completed on October 27, 2016.   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, 2016.   Bounce Energy records reflect usage received from [redacted] in the amount of 1,751 kWh from July 7, 2016 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 correct. Bounce 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 unsatisfactory. If Mr. [redacted] has any further questions regarding this matter, Bounce Energy would be more than happy to discuss this matter further.

Good Afternoon, Mr. [redacted],
 
Thank you for your inquiry. 
I apologize for the frustration you are having with your [redacted]
gift code.  I did request a review of the
code from our retention department.
 
I show that you selected the reward on...

1/10/15.  It typically takes 6 to 8 weeks to receive an
email with a code for your certificate. 
As you stated in the complaint no email was sent.  I confirmed your findings as I also do not
see that an email was sent.  At the time
of your request we did have a backlog on the [redacted] gift codes and
there were some delays in the process.  An
agent did submit a ticket for this on 6/16/15 but no action was taken.  I followed up with our retention department
today to ensure we get a code sent out to you ASAP.
 
You should receive an email today with the gift code.  If you do not receive your email tonight feel
free to contact a supervisor directly at [redacted] at your convenience.  We are glad you selected Bounce Energy for
your electricity needs and greatly apologize for the delay in your reward.
 
Sincerely,
 
Russ [redacted]
Bounce Energy

Revdex.com: I 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
Hello, after speaking with [redacted], I am faxing 2 pages in support of my dispute. Thanks, [redacted]-[redacted]

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 $[redacted],
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: 
$102.52
Current Usage:  $11.73
Base Charge:  $6.95
Centerpoint Fees: 
$11.01
PUC Assessment:  $0.05
Deposit Credit: -$[redacted]
Interest Credit: 
-$0.23
Total Balance: -$[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 7 to 10 days. 
To address you issue of receiving $100 in refer a friend
credits.  Both $50 credits have already
been applied to your account.  The first $50
credit was applied on the bill generated on [redacted] and the second $50 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

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], [redacted], after 1/26/05, were NOT in accordance with Substantive Rule Sec. 25.481 Unauthorized 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. 25.481 (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], [redacted], [redacted], **. [redacted].

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 4/9/15
under the Thrifty Saver...

Plan, which is a variable rate plan. Bounce 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 4/21/15 regarding your invoice in the
amount of $59.23.  You were advised by
the agent that there was a $40.40 fee for turning on the service and usage
charges for 32 kWh.  Since you were
disputing the charges the agent contacted [redacted] and verified the $40.40 fee was
to energize the guard light and the $6.20 fee was another connection charge for
the unmetered guard light.
We also contacted [redacted] for you on 7/28/15 to verify the
charges on your invoice.  [redacted] confirmed
the charges were valid and no adjustments were warranted at this time. 
The 140 kWh of usage are sent to us by [redacted].  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 [redacted], as
our agents should have explained this information to you.  The agent on 4/21/15 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
7/28/15.
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