Microdapt C/O Robert Pruitt

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) 175 watt mercury vapor guard
lights on 4/10/15.  [redacted] sent charges to
Bounce Energy in accordance to the Tarriff for
Retail Delivery Service Section 6.1.1 – Outdoor Lighting Service, which are passed through to you on your Bounce Energy bill.  The $40.40 was for an Unmetered Facilities
Connection Fee and the $6.20 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 6.1.3 Discretionary Charges – DD13 – 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 valid. No adjustments are
warranted at this time.  You can view these charges by going to [redacted]'s
Tariff for Retail Delivery Service section 6.1.3.3’
The usage you see on your account is also provided by
[redacted].  It is [redacted]’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 140 kWh per month for an unmetered ESI.  Bounce Energy has charged you in accordance
to your EFL and what is being send by [redacted]. 
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

December 28, 2017
[Complaint No: [redacted]] – [redacted]
Account # [redacted]
 
COMPLAINT SUMMARY:
 
Mr. [redacted] states he received an invoice from Bounce Energy that was due by October 30, 2017. He states that he mailed a check the following day; however, his service was disconnected on November 14, 2017. Mr. [redacted] states he had to make a second payment to Bounce Energy to restore service.
 
COMPANY RESPONSE:
 
The documentation previously submitted reflects: Mr. [redacted] was issued a bill on October 13, 2017, allowing 18 days to remit payment. When no payment was received, a Disconnection Notice was issued to Mr. [redacted] on November 1, 2017, with a due date of November 13, 2017, allowing for an additional 14 days to remit payment.
 
Service was disconnected, as communicated in the Disconnection Notice, on November 14, 2017. Further, there are no account notes that reflect Mr. [redacted] contacting Bounce Energy to request a payment arrangement or to report that a check payment had been mailed.
 
The United States Postal Service delivery time frame is outside the control of Bounce Energy. Mr. [redacted] is welcome to refer to his invoices for additional payment methods.

Good afternoon, Ms. [redacted],
 
Thank you for your inquiry. 
I apologize for the confusion on your account.  The reason your bill is so high is because it
includes an early termination fee, of $200, for you current premise, [redacted].   You were charged
this fee because you switched to another provider before the end of your
contract, 1/13/16.  This switch was
initiated by another Retail Electricity Provider.  The early termination fee is described in your
Electricity Facts Label and your Terms of Service.
 
If you did not intend to switch to another provider, please
contact our customer service so we can get services restored and the early
termination fee will be removed once you are regained as a customer.
 
Please contact us with any further questions, or wish to
speak directly with a supervisor.  You
can contact our Escalations Department at [redacted] to answer any of your
questions or start the process for the Inadvertent Switch, at your
convenience. 
 
Sincerely,
 
[redacted]
Bounce Energy

December 26, 2017
[Complaint No: [redacted]]  – [redacted]
Account # [redacted]
 
COMPLAINT SUMMARY:
 
Mr. [redacted] states he received an invoice from Bounce Energy that was due by October 30, 2017. He states that he mailed a check the following day; however, his service was...

disconnected on November 14, 2017. 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, 2010.
 
On October 13, 2017, an invoice was issued for the current charges of $249.70, due by October 30, 2017 (see attached invoice).
 
On November 1, 2017, a Disconnection Notice was issued for the past due balance of $249.70, due by November 13, 2017 (see attached notice).
 
On November 14, 2017, service was disconnected for non-payment. Mr. [redacted] contacted the Customer Service Department and made payment via card, and was reconnected the same day.
 
On November 14, 2017, Mr. Deines’ check payment was received and posted to the account.
 
COMPANY RESPONSE:
 
A Complaint analyst was unable to reach Mr. [redacted] by phone. The 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 unsatisfactory. If Mr. [redacted] has any further questions regarding this matter, Bounce Energy would be more than happy to discuss this matter further.

August 15, 2016 [Complaint No: [redacted]] – [redacted] Account #: [redacted]   COMPLAINT SUMMARY:   Mr. [redacted] states Bounce Energy increased his rates 65% after he received a bill with the amount due $0.00 and due date of January 1, 1900. Mr. [redacted] further states customer service agents said...

his original rate of $0.111/kWh was raised to $0.174/kWh because he failed to renew his agreement. Mr. [redacted] states Bounce Energy now refuses to charge him at his lower rate. Mr. [redacted] further states he feels he being unfairly charged a higher rate.   SUMMARY OF INVESTIGATION:   Bounce Energy records reflect Mr. [redacted] has been a customer since July 1, 2014, at [redacted]. [redacted]   On June 27, 2014, Mr. [redacted] enrolled service with a twenty-four month contract, rate of $0.0708/kWh, to start July 1, 2014 and end July 1, 2016.  The contract end date is printed on page two of each monthly invoice.   On August 8, 2016, Mr. [redacted] contacted customer service in regards to his invoice.  He was transferred to two supervisors who both informed him he was in a month-to-month plan with a rate of $0.130/kWh.  Additionally, he was offered a Deferred Payment Plan and a $50.00 credit.  He was informed if he renewed, the rate would not be applied until the next billing cycle.   On August 9, 2016, Mr. [redacted] was contacted by a supervisor in regards to his current plan.  Mr. [redacted] was offered a twelve month fixed rate plan at a rate of $0.051/kWh to be back-dated to the current billing cycle, a $150.00 account credit and Late Fee and Disconnect Notice Fee waiver.  Mr. [redacted] accepted the plan and credit.   On August 10, 2016, a complaint analyst spoke with Mr. [redacted] to provide the findings of the investigation.   COMPANY RESPONSE:   Mr. [redacted] states he was not informed his rate plan had expired and transferred to a month-to-month plan. Mr. [redacted] further states the rate he is being charged is 65% higher than his previous rate and would like his previous invoice to be charged at the lower rate.   Bounce Energy records reflect Mr. [redacted] accepted a twenty-four month contract upon his enrollment June 27, 2014 and did not renew by the contract end date of July 1, 2016, which was printed on page two of every invoice.  In the interest of customer service, Mr. [redacted]’s previous invoice was rebilled on his new twelve month fixed rate plan of $0.051/kWh, that he accepted on August 9, 2016.  Mr. [redacted]’s Late Fee and Disconnect Notice Fee was also waived.   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.

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 7/20/2015 4:40:42 PM and assigned ID [redacted].
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, You informed me that  the credits were applied to my bill for [redacted] but if you go and look at the bills you will see this is not at all correct. The credit applied on [redacted] was one I received for when I first signed up for bounce energy in reference to my friend [redacted]. That credit was indeed placed on my bill as you can see it is [redacted] for that month. My other credits were not applied to my account and I know because all of my bills are the same none of them are way lower than any others. I would like my $100 referral credits added and it is still pending on my account another clue that I have not yet received them. I  did what was asked by signing up friends for this service. I would also like to know why was my check sent out [redacted] 25, 2015 and it is now the end of [redacted] and you are just now saying that my check was sent to the wrong address when I called on [redacted] and gave my new address. The lack of customer service and caring amazes me, and for a floor supervisor to tell me that its my fault that my bank card was stolen and that I would have to wait a month for my refund is very rude and unprofessional and from what you are telling me she didnt even bother to check my account like I requested to actually see what was going on.  I really just want to be done with Bounce Energy but not until my money is back in my hands and I get all that I am owed.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you [redacted] 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.

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 Energy. A 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 $220.00 as requested.

Good Afternoon, Ms. [redacted],  Thank you for your inquiry.  I apologize for the confusion and frustration you are experiencing with your account.   The early cancellation fee is described in your EFL and is for new address [redacted], [redacted], not for the address you had an issue with in your PUC complaint.   Your enrollment for this new address was processed by you through your MyAccount (Customer Portal) on 12/27/14.  You selected the Terrific 12, which is a 12 month contract and was set to expire on 1/16/16.  By placing this order online, you clicked a checkbox that confirmed your enrollment for service, as well as, confirmed that you read, understood, and agreed to the Terms of Service, Your Rights as a Customer, and Electricity Facts Label documents, as well as other disclosures relating to the enrollment for service.  In the disclosure chart for the question ‘Do I have a termination fee or any fees associated with terminating service?’ it states:  ‘Yes. A $200 early termination fee will apply if you terminate service prior to the expiration of the contract term.’ When you switched to a new provider before your contract expiration date the early termination fee was applied in accordance to your Electricity Facts Label.   If you have any further question, or wish to speak with a supervisor directly about this issue, please feel free to call our Escalations Department at [redacted] at your convenience.  Sincerely,   [redacted] Bounce Energy

[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 bill. I 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 bills. At this point I now had two accounts for different apartments. Because the i.gain was never completed properly I continued to receive bills that were not correct. Since the bills were not correct, it looked as if I was late on the account that I actually resided in. Bounce would tell me just pay for the apt you actually live in because we will fix the bill. Well, late fees and things were being added because it looked as if I wasn't paying the bill in full according to the computer system. I even received a pink notice in the mail. I truly wish this could have been corrected before we reached this point. But I do appreciate the timely response from Bounce after contacting Revdex.com.

Upon review of the account, the $25.00 payment was reversed to the card ending [redacted] on March 13, 2017. Request to fulfill the NEST Thermostat was placed and it should be received within 7-10 days. An analyst attempted to reach Ms. [redacted] to provide our findings and a message...

was left with her sister. If Ms. [redacted] has any further concerns, she can reach Devon at [redacted] Monday-Friday, 8:00 a.m. - 5:00 p.m.

July 26, 2016 [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 $500.00 in repair/replacement per A/C incident. Ms. [redacted] further states her A/C broke...

on June 8, 2016 and she called Bounce Energy to request A/C service and they asked for her A/C contract number. Ms. [redacted] states she never received one, and they said that they could not look it up because they contract it out. Ms. [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 system. Ms. [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 issues. Ms. [redacted] states she had her entire A/C unit replaced on June 10, 2016, which cost well over the $500.00 repair limit of the protection plan. As instructed, Ms. [redacted] emailed the invoice to Bounce on June 20, 2016. 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 12 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, 2016. Ms. [redacted] further states she never received the check, but received a printed billing statement with a $500 credit. Ms. [redacted] states she didn’t want to argue any further and accepted the bill credit. Ms. [redacted] further states she received a new bill on July 18, 2016 that she owed $38.40 and the $500.00 credit was gone. Ms. [redacted] states when she checked her online statements, the $500 credit was never applied. Ms. [redacted] states she called on July 19, 2016 and July 21, 2016 asking about the check. Ms. [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 12 + A/C Protection. This contract began on July 18, 2015 and ended on July 17, 2016.   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, Mr. and 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, 2016 to June 15, 2016.  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 $20.00.   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 available. The 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 12 month +A/C Protection Plan on June 3, 2015.  Due to a system issue the A/C Protection Plan was not added to Ms. [redacted] account. Although the invoices reflected the Terrific 12 + AC Protection plan, Ms. [redacted] was never billed the additional $16.99 monthly fee. Bounce Energy has no record of generating an invoice reflecting a credit in the amount of $500.00. However, in the interest of customer service a reimbursement check in the amount of $500.00 was sent to Ms. [redacted] on July 21, 2016 via [redacted].   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.

Good afternoon, Ms. [redacted],
 
Thank you for your correspondence.  I apologize for this frustrating
situation.  I have reviewed your account
and I can provide the following information.
 
On 5/15/15 your final bill was generated in the amount of
$140.80. ...

This balance included the previous
balance of $109.86 from the bill generated on 5/6/15 and the current final
charges of $30.94.  The balance of
$109.86 was due on 5/22/15.  This was
mailed to [redacted]n Dr, Houston, TX 7[redacted]5.
 
Our collections team contacted you on 5/29/15 and advised
you that you had an overdue balance of $109.86 and a total balance of
$140.80.  You opted to pay only the
overdue balance.  The agent advised you
that you had a remaining balance of $30.94 due on 6/1/15.
 
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 30 days of the due date. 
 
I show you paid the past due amount of $30.94 on
7/29/15. 
 
Please feel free to contact us at any time if you have any
further questions.
 
Thank You,
 
Russ C[redacted]
Bounce Energy

Bounce Energy has taken the steps necessary to ensure a Nest thermostat is sent and a direct contact number for Devon with Office of the President has been provided should Ms. [redacted] need to follow up. There are no further actions for Bounce Energy to take in resolution to this concern and we respectfully request the Revdex.com close this case.

Sent: Monday, June 08, 2015 11:08 PM To: drteam Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]   Good afternoon, [redacted],   Thank you for your inquiry.  I apologize for you frustration regarding your incentive and reward.  I am happy to...

help you understand what happened with your account.   You signed up for services online on 5/13/14.  The rewards terms of service are online for you to review.  Here is the link you can use to review the 3% Cash Back Rewards:   [redacted]   You can see in the Rewards section in the third paragraph it states the following:   ‘If at any time or for any reason you cease to be a Bounce Energy customer prior to the application of any bill discount, then all bill discounts as rewards will immediately expire and be forfeited by you. In no event and under no circumstances may bill discounts be redeemed or exchanged for cash, nor may bill discounts be assigned or otherwise transferred in any way. Bill discounts have no cash value other than the cash you will save on the bill to which it is applied. Bill discounts may not be saved, banked, or otherwise used in any later or future periods other than the current billing cycles in which they are issued.’   Since you are no longer a Bounce Energy customer you do not qualify for bill credits.   Please review the terms and condition and let us know if you have any additional questions.   Also for the $150 incentive you received eight (8) $15 bill credits on your account starting with invoice for a total of $120.  Once again because this is a bill credit the payment no longer applies because you are no longer a customer.  As a courtesy to you, I have requested the remaining $30 be sent to your via check to your Plano address.     If you have any further questions, or wish to speak with a supervisor directly about this issue, 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 inquiry.  I apologize for the delay in my response to your Revdex.com complaint, as well as your frustration with your billing due to a move out that did not occur at your previous address.   I do show that you placed a transfer of service on...

12/27/14 with a move out at your [redacted] address effective for 1/26/15.  This move out failed to process correctly and we continued to bill you until 5/1/15.   We did post a credit to your account for all bills during the period 1/26/15 to 5/1/15.  This was for the total amount of $130.08.  This amount has been applied to your account.   If you have any further questions, or wish to speak with a supervisor directly about your concern, please feel free to call our Escalations Department at [redacted] at your convenience.    Sincerely,   [redacted] Bounce Energy