Good afternoon, *** ***,
Thank you for your inquiry.
I apologize for the frustration you have experienced regarding your
services. We have spoken to all our
agents involved with your call and coached them on their tone and lack of
providing a resolution.
The process to waive a deposit for a customer over the age
of years of age, is for the customer supply a driver’s license and prove
that they are current on their electric utility bills. We did
receive a driver’s license on 4/17/but still have yet to receive a letter of
credit or proof that you are current with your electricity bills.
I am happy to let you know that a supervisor did waive the
deposit without the required information for you as a courtesy on 4/21/and
services started the same day
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 *** at your convenience
Sincerely,
*** ***
Bounce Energy
*
Thank you for your inquiry.
I want to apologize for the frustration you are experiencing with your
account. The account is correct. In your complaint you stated you were forced
to move out on [redacted]. Bounce Energy
does not have...
usage after that date. You
are being billed because you did not process a move out. The charges after that date are not from
Bounce Energy they are from the local utility provider and Bounce Energy passes
these charges to you. If your local
utility company shows and active meter, even with no usage, and you did not
request a move out you will be charge service fees until you move out. Your move out occurred on [redacted]. You will be responsible for the fees until that date.
To discuss your total:
You have 3 outstanding invoices:
-
The first outstanding invoice in for the $[redacted]. It was generated on [redacted]. This invoice is for the billing period
[redacted] to [redacted]. You used [redacted]
kWh. This is before your stated move out
date.
-
The second invoice was for the total amount of $[redacted] It was generated on [redacted]. This bill has an adjustment to the bill
generated on [redacted] because the local utility overestimated your usage. The invoice included the Past Due amount of
[redacted] plus the usage ([redacted] kWh) from
[redacted] to [redacted], $[redacted]. On this invoice you generated 7 days worth of usage.
-
The last outstanding invoice is your final
bill. This invoice totaled the amount of
$[redacted] and generated in a combination with the second invoice above. It includes the past due amounts of $[redacted]
plus the current usage (0 kWh) for
billing period [redacted] to [redacted] for $[redacted]
The total amount owed on your account right now is $[redacted].
The last invoice you paid was on [redacted] for $[redacted] for the billing
period [redacted] to [redacted].
If you have any further questions, or wish to speak with a
supervisor directly about this issue, please feel free to call our Escalation
department at [redacted] at your convenience.
Sincerely,
[redacted]
Bounce Energy
Thank you for your inquiry.
I want to apologize for the frustration you have experienced with your account. I am happy to let you know that I have waived
your [redacted] fees.
What the agents explained to you is correct...
though. The fees that you were charged are not from
Bounce Energy. The fees are from the
local utility and you are responsible for the fees because you initiated the
order. The first order was for the Home
Port address and was requested online on [redacted] for a requested start date of
[redacted]. You did not call to cancel this
order until [redacted] and the local utility already had worked your order. Therefore they charge you an Inadvertent Gain
Fee ([redacted]) because they had to put the service back in the correct resident’s
name.
Your second order was for Apt [redacted] at the [redacted]
address. You asked for a next day move
in, which is a priority move in. Because
of this request the local utility has to put a rush on the order to ensure
services start. You contacted us after
5pm to cancel this order and the local utility was had already scheduled your
order.
For both of these addresses you were responsible for the
addresses give and the orders were worked as requested. Bounce
Energy worked the inadvertent gain requests for you but you are responsible for
the local utility fees which are not Bounce Energy fees, since the local
utility has to work the order and then correct it so the current resident does
not lose power.
I have since removed these fees for you.
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.
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.
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]
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
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
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.
Good afternoon, *** ***,
Thank you for your inquiry.
I apologize for the frustration you have experienced regarding your
services. We have spoken to all our
agents involved with your call and coached them on their tone and lack of
providing a resolution.
The process to waive a deposit for a customer over the age
of years of age, is for the customer supply a driver’s license and prove
that they are current on their electric utility bills. We did
receive a driver’s license on 4/17/but still have yet to receive a letter of
credit or proof that you are current with your electricity bills.
I am happy to let you know that a supervisor did waive the
deposit without the required information for you as a courtesy on 4/21/and
services started the same day
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 *** at your convenience
Sincerely,
*** ***
Bounce Energy
*
Good afternoon, [redacted],
Thank you for your inquiry.
I want to apologize for the frustration you are experiencing with your
account. The account is correct. In your complaint you stated you were forced
to move out on [redacted]. Bounce Energy
does not have...
usage after that date. You
are being billed because you did not process a move out. The charges after that date are not from
Bounce Energy they are from the local utility provider and Bounce Energy passes
these charges to you. If your local
utility company shows and active meter, even with no usage, and you did not
request a move out you will be charge service fees until you move out. Your move out occurred on [redacted]. You will be responsible for the fees until that date.
To discuss your total:
You have 3 outstanding invoices:
-
The first outstanding invoice in for the $[redacted]. It was generated on [redacted]. This invoice is for the billing period
[redacted] to [redacted]. You used [redacted]
kWh. This is before your stated move out
date.
-
The second invoice was for the total amount of $[redacted] It was generated on [redacted]. This bill has an adjustment to the bill
generated on [redacted] because the local utility overestimated your usage. The invoice included the Past Due amount of
[redacted] plus the usage ([redacted] kWh) from
[redacted] to [redacted], $[redacted]. On this invoice you generated 7 days worth of usage.
-
The last outstanding invoice is your final
bill. This invoice totaled the amount of
$[redacted] and generated in a combination with the second invoice above. It includes the past due amounts of $[redacted]
plus the current usage (0 kWh) for
billing period [redacted] to [redacted] for $[redacted]
The total amount owed on your account right now is $[redacted].
The last invoice you paid was on [redacted] for $[redacted] for the billing
period [redacted] to [redacted].
If you have any further questions, or wish to speak with a
supervisor directly about this issue, please feel free to call our Escalation
department at [redacted] at your convenience.
Sincerely,
[redacted]
Bounce Energy
Good afternoon, [redacted],
Thank you for your inquiry.
I want to apologize for the frustration you have experienced with your account. I am happy to let you know that I have waived
your [redacted] fees.
What the agents explained to you is correct...
though. The fees that you were charged are not from
Bounce Energy. The fees are from the
local utility and you are responsible for the fees because you initiated the
order. The first order was for the Home
Port address and was requested online on [redacted] for a requested start date of
[redacted]. You did not call to cancel this
order until [redacted] and the local utility already had worked your order. Therefore they charge you an Inadvertent Gain
Fee ([redacted]) because they had to put the service back in the correct resident’s
name.
Your second order was for Apt [redacted] at the [redacted]
address. You asked for a next day move
in, which is a priority move in. Because
of this request the local utility has to put a rush on the order to ensure
services start. You contacted us after
5pm to cancel this order and the local utility was had already scheduled your
order.
For both of these addresses you were responsible for the
addresses give and the orders were worked as requested. Bounce
Energy worked the inadvertent gain requests for you but you are responsible for
the local utility fees which are not Bounce Energy fees, since the local
utility has to work the order and then correct it so the current resident does
not lose power.
I have since removed these fees for you.
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,
[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
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]
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
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
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.