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, Everything energy owes us united miles, not I have a contract with the amount if miles that was supposed to be collectedJust for signing up we were supposed to receive miles then miles per dollar on monthly billsI don't understand how they say they gave us It does not match up! But then why would we only get miles posted to our account on October 3rd We have received NO Miles at all from this companyI pay my monthly bill to them but they have broken our contracr by not giving us miles, and charging me a higher kilowatt rate for miles I have not recieved Anyway, Why would Everything Energy only give us 1/of the miles Owed us anywayWe are owed milesI would like ALL these miles posted ASAP They might need to be reported to the regulatory commission for bait and switch!
Everything Energy’s Response to Revdex.com Case # [redacted] -Rebuttal Everything Energy regrets any inconvenience these proceedings may have caused [redacted] and we apologize for the delay in the posting of the awards miles credit Due to a system issue, [redacted] ’s [redacted] Airlines [redacted] member account was not recognized as a [redacted] Airlines [redacted] credit card member account [redacted] is entitled to an additional 2,bonus award miles and an additional mile for every $spent on the Energy Charge portion of his bill Everything Energy is currently in the process of working with [redacted] Airlines to award the remaining miles to [redacted] ’s accountAfter awarding the miles, [redacted] Airlines will post the award miles credit to [redacted] ’s [redacted] Airlines [redacted] account within two to three billing cycles
Everything Energy’s Response to Revdex.com Case # [redacted] New Roman At Everything Energy, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is requesting to lower her deferred payment plan installments and remove the switch-hold for her electric service account at [redacted] History On January **, 2014, an invoice for $was sent for the billing period of December **, through January [redacted] for the electric service at [redacted] *** with a balance forward of $and total current electricity charges of $ On February *, 2014, a disconnection notice of $was sent to [redacted] due by February **, On February **, 2014, [redacted] contacted Everything Energy regarding the status of her account and agreed to set up the balance of $on a month deferred payment plan with a down payment of $due by February **, During the conversation, [redacted] agreed to the terms and conditions of the deferred payment and a switch-hold was placed on her accountConfirmation of the deferred payment plan agreement was sent on February **, On February [redacted] 2014, a payment of $posted to [redacted] ’s account On February **, 2014, an invoice for $was sent for the billing period of December **, through January [redacted] for the electric service at [redacted] * and for the billing period of January **, through February **, for the electric service at [redacted] *** with a balance forward of $768.89, a transfer to deferred payment plan of $768.89, deferred payment plan requests totaling $and total current electricity charges of $ On February **, 2014, a payment of $posted to [redacted] ’s account On March [redacted] 2014, [redacted] contacted Everything Energy and requested to make a payment towards her deferred payment plan balance and her call was transferred to a supervisor At that time, [redacted] agreed to deactivate the current deferred payment plan and her request was processed [redacted] agreed to set up the balance of $on a month deferred payment plan with a down payment of $due by March **, During the conversation, [redacted] agreed to the terms and conditions of the deferred payment and a switch-hold was placed on her account [redacted] then reported a payment of $and her payment was validated Confirmation of the deferred payment plan agreement was sent on March *** On March [redacted] 2014, an invoice for $was sent for the billing period of January *** through February **, for the electric service at [redacted] and for the billing period of February *** through March **, for the electric service at [redacted] *** [redacted] *** with a balance forward of $359.70, a cancelled deferred payment plan request of $230.66, a transfer to deferred payment plan of $740.36, deferred payment plan requests totaling $and total current electricity charges of $ Multiple contacts were received from [redacted] from March **, through April *, regarding her account balance and she was provided with an explanation of her billing and charges On April *, 2014, [redacted] contacted Everything Energy to request and extension and was advised that because her account was already active on a payment arrangement, the account is not eligible for an extension Later on April 7, 2014, a payment of $posted to [redacted] ’s account Resolution Everything Energy has invoiced [redacted] ’s account based upon the meter readings provided by Oncor Electric Delivery Company (Oncor) and based upon the terms and conditions of Everything Energy's deferred payment plan At this time, the switch-hold is unable to be removed for [redacted] ’s account until the terms of the deferred payment plan have been satisfied Attempts to contact [redacted] regarding her request to lower her installment amounts have been unsuccessful; however, voice messages have been left For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
On May 2015, a request was submitted to correct the MileagePlus award miles credit to Ms***'s [redacted] s accountThe issue remains pending at this timeMs [redacted] will be contacted after a response is received For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Everyth [redacted] Energy’s Response to Revdex.com Case # [redacted] At Everyth [redacted] Energy, we take complaints very seriously We always appreciate hear [redacted] from our customers and want to ensure their concerns are addressed Please see below for a summary of our find***s: Issue [redacted] disputes not receiv [redacted] her security deposit refund for her electric service account at [redacted] *** History Account records reflect that [redacted] ’s electric service account transitioned to Everyth [redacted] Energy effective [redacted] ***, establish [redacted] account # [redacted] On October 23, 2014, [redacted] contacted Everyth [redacted] Energy request [redacted] to close her electric service account at [redacted] effective November 21, On December 2, 2014, [redacted] contacted Everyth [redacted] Energy via email to inquire about the timeframe to receive a refund of her security deposit On December 5, 2014, an Everyth [redacted] Energy ***resentative contacted [redacted] via email regard [redacted] her inquiry regard [redacted] the refund of her security deposit The Everyth [redacted] Energy ***resentative advised that a security deposit was not transferred to Everyth [redacted] Energy from ***; therefore, a security deposit refund was not processedAdditionally, [redacted] was provided [redacted] contact information and advised to contact [redacted] for further assistance On December 19, 2014, [redacted] contacted Everyth [redacted] Energy to dispute not receiv [redacted] her security deposit and requested to speak with a supervisorWhile the agent processed the transfer, the call was disconnected Resolution Everyth [redacted] Energy regrets any inconvenience the transition to a new retail electric provider (***) may have caused [redacted] On December 30, 2014, an Everyth [redacted] Energy ***resentative contacted [redacted] and advised that a request was submitted to [redacted] to confirm deposit information and she will be contacted after a response is received The issue remains pend [redacted] at this time [redacted] will be contacted after a response is received For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Crystal K [redacted] Customer Support 713-488-
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.]My last phone contact with Everything Energy representative, Nancy was on 7/1/@ 11:55a.mI was told they have people working on this problem but can't give me a time frameAs of today's date, I have not received the promised resolution Regards,Kam ***
Everything Energy’s Response to Revdex.com Case # [redacted] Roman At Everything Energy, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] is requesting to switch his electric service at Greenway Road to another retail electric provider (REP) without penalty History Account records reflect that Ms***’s electric service account transitioned to Everything Energy effective March 27, 2014, establishing account # [redacted] On April 4, 2014, Mr [redacted] contacted Everything Energy to confirm the status of his account since transitioning from APNA to Everything Energy While the Everything Energy representative was confirming Mr***’s concerns, Mr [redacted] stated he could not understand the representative and requested to speak with a supervisor At that time, the Everything Energy representative advised Mr [redacted] that he would be placed on hold while being connected to a supervisor; however, the line disconnected before the transfer was completed On April 7, 2014, Mr [redacted] contacted Everything Energy and requested to speak with a supervisor The Everything Energy representative advised Mr [redacted] that he would be placed on hold in order to connect his call with a supervisor Mr [redacted] then requested that a supervisor return his phone call and a supervisor callback request was processed Before the Everything Energy representative could provide Mr [redacted] with the timeframe to receive a callback, the line disconnected On April 9, 2014, an Everything Energy supervisor made multiple attempts to contact Mr [redacted] regarding his account concerns; however, the attempts were unsuccessful and voice messages were left Resolution Everything Energy regrets any inconvenience the transition to a new retail electric provider (REP) may have caused Mr*** To ensure that customer service needs are met, Everything Energy provides customers with multiple avenues to address any account-related questions Our customer care center is available at 855-532-Monday through Friday from 8:a.mto 7:p.m.; by email at [email protected]; or by mail at P.OBox Houston, TX 77253- Mr [redacted] can also set up his account for online access through Everything Energy’s online account management (OAM) available at EverythingEnergyTX.com and receive up-to-date information regarding his account status A review of Mr***’s account determined that his account is active on the Everything Advantage plan which has an early cancellation fee of $ At this time, we are unable to waive the early cancellation fee should Mr [redacted] choose to switch his electric service to another REP For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Everything Energy’s Response to Revdex.com Case # [redacted] At Everything Energy, we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Ms [redacted] states that she has not received her [redacted] s MileagePlus awards miles for her electric service at [redacted] *** History On November 29, 2014, Ms [redacted] submitted a request via online to initiate service with Everything Energy on the next available mete read dateShe agreed to enroll in the [redacted] Monthly plan with [redacted] s MileagePlus milesAs a part of Ms***’s enrollment, her account will be awarded 7,MileagePlus miles and an additional points for every $spent on the Energy Charge portion of her bill Ms [redacted] received a terms of service agreement, a copy of “Your Rights as a Customer” document, an electricity facts label (EFL) upon completion of her online enrollment On December 1, 2014, Ms***’s request for electric service at [redacted] completed On February 5, 2015, Ms [redacted] contacted Everything Energy requesting to know the time frame to receive her MileagePlus award milesThe Everything Energy representative advised Ms***, the MileagePlus miles are awarded after the second month of service, therefore Ms [redacted] expect miles to post to her account within 6-weeks On February 25, 2015, Ms [redacted] requested service with another retail electric provider, terminating her electric service with Everything Energy On April 8, 2015, Ms [redacted] contacted Everything Energy requesting the status of her MileagePlus award milesAt this time an investigation was submitted to determine the delay in Ms***’s MileagePlus award miles On May 4, 2015, the investigation determined an error with Ms***’s online enrollment caused the MileagePlus award miles to be delayedEverything Energy has corrected the previously submitted online enrollment information to include MileagePlus award miles Resolution Everything Energy regrets any inconvenience these proceedings may have caused Ms*** A review of Ms***'s account determined that due to a system issue, Ms***'s' award miles credit postings were delayed On May 2015, a request was submitted to correct the MileagePlus award miles credit to Ms***'s [redacted] s account Ms [redacted] will be contacted once the miles have been confirmed to the account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Everything Energy’s Response to Revdex.com Case # [redacted] New Roman At Everything Energy, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Brief description of complaint Mr [redacted] is disputing not receiving monthly invoices for the electric service account at [redacted] History Mr [redacted] ’s electric service account at [redacted] *** transitioned to Everything Energy (EE) effective October 2, On December 31, 2013, Mr [redacted] contacted EE and agreed to transfer the electric service [redacted] *** effective January 7, [redacted] *** effective January 2, and his request was processed On January 9, 2014, a final invoice for $was sent for the billing period of November 26, to December 30, and December 30, through January 7, for the electric service at [redacted] *** The invoice listed a balance forward of $53.96, a paid deposit conversion credit balance of $55.34, a paid deposit conversion credit of $125.00, a cash deposit request for $55.34, a deposit refund credit balance of $125.00, a deposit refund credit balance of $55.34, a cash deposit request for $180.34, a deposit interest credit balance of $0.01, and total current electricity charges of $ On January 27, 2014, an invoice for $was sent for the billing period of January 2, through January 23, for the electric service at [redacted] The invoice listed a balance forward of $and total current electricity charges of $ On January 30, 2014, a disconnection notice was issued advising that the amount of $would be due by and a $disconnect notice fee was applied On February 7, 2014, a payment of $was posted to the account On February 12, 2014, a disconnection notice was issued advising that the amount of $would be due by and a $disconnect notice fee was applied On February 24, 2014, an invoice for $was sent for the billing period of January 23, through February 20, The invoice listed a balance forward of $274.79, a disconnect notice fee of $5.00, a late payment penalty fee of $5.74, and total current electricity charges of $ On February 25, 2014, a disconnection notice was issued advising that the amount of $would be due by and a $disconnect notice fee was applied On February 25, 2014, a payment of $was posted to the account On March 4, 2014, a disconnection notice was issued advising that the amount of $would be due by and a $disconnect notice fee was applied On March 8, 2014, a payment of $was posted to the account On March 18, 2014, a disconnection notice was issued advising that the amount of $would be due by and a $disconnect notice fee was applied On March 25, 2014, an invoice for $was sent for the billing period of February 20, through March 21, The invoice listed a balance forward of $422.61, three separate disconnect fees for a total of $15.00, a late payment penalty fee total of $and total current electricity charges of $ On April 1, 2014, a payment of $was posted to the account On April 15, 2014, a disconnection notice was issued advising that the amount of $would be due by and a $disconnect notice fee was applied On April 25, 2014, an invoice for $was sent for the billing period of March 21, through April 23, The invoice listed a balance forward of $227.61, a disconnect notice fee of $5.00, a late payment penalty of $10.27, and total current electricity charges of $ On April 27, 2014, a payment of $was posted to the account Resolution In reviewing Mr [redacted] ’s account, Everything Energy’s records do not indicate that mailed monthly invoices were returned by mail Mr [redacted] has been contacted and copies of the related invoices were emailed and mailed to Mr [redacted] Mr [redacted] has been invoiced based upon the prices disclosed on the electricity facts label (EFL) for the Power Texas plan pricing As a courtesy, late fees totaling $and disconnect notice fees totaling $were credited to the account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Everything Energy’s Response to Revdex.com Case # [redacted] At Everything Energy, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is disputing the charges for his electric service account at [redacted] *** History On [redacted] *, 2014, a contract expiration notice (CEN) was sent to [redacted] advising that the current price plan was expiring and that the account would transition to Everything Energy’s Texas Eco Sense Monthly Plan with the first meter read date on or after [redacted] unless an alternate price plan or retail electric provider (REP) is chosenA copy of Everything Energy’s Texas Eco Sense Monthly Plan electricity facts label (EFL) was included in the CEN On [redacted] 2014, an Everything Energy representative contacted [redacted] and he agreed to enroll in Everything Energy’s [redacted] Texas planThis plan offers an Energy Charge of 4.9¢ per kWh and a Usage Charge of $per billing cycleThe Usage Charge will not be included for each billing cycle in which the usage is 1,kWh or moreThe term of this plan is month and it has a $early cancellation fee [redacted] was sent a terms of service agreement, a copy of “Your Rights as a Customer” document and an EFL on [redacted] *, On [redacted] **, 2014, notification was received that the electric service at [redacted] was switching to anot [redacted] retail electric provider (REP) effective [redacted] **, On [redacted] 2014, a final invoice for $was sent for the billing period of [redacted] *5, through [redacted] **, with a Balance Forward of $and Current Charges of $This invoice also includes an energy charge of 9.2¢ per kWh On [redacted] 15, 2014, a request was received from the current REP for [redacted] requesting to return the electric service to Everything Energy effective [redacted] *, On [redacted] 27, 2014, Everything Energy sent a response agreeing to regain the electric service at [redacted] effective [redacted] *, [redacted] contacted Everything Energy on [redacted] *, and [redacted] *, regarding the status of [redacted] account [redacted] was advised that the process to regain [redacted] electric service was pending completion at that timeLater that day, an email was received from [redacted] regarding the status of [redacted] account; however, since [redacted] had contacted Everything Energy earlier that day, a reply to [redacted] email was not sent On [redacted] 2014, the process completed to regain the electric service at [redacted] ***t effective [redacted] *, 2014, at that time, an Everything Energy representative contacted [redacted] and advised that the process to regain [redacted] electric service effective [redacted] *, had completed and [redacted] account was in the process to generate [redacted] monthly invoice and she will be offered a Deferred Payment Plan, if requested On [redacted] 2014, an invoice for $was sent for the billing period of [redacted] *, through [redacted] **, with a Balance Forward of $and Current Charges of $This invoice also includes an energy charge of 9.2¢ per kWhDue to an error occurred while regaining [redacted] ***’s electric service account, this invoice incorrectly states “Your current plan is effective through your meter read on or after [redacted] 10, 2017.” On [redacted] 2014, [redacted] contacted Everything Energy and she agreed to sthe balance of $on a five-month deferred payment plan with a down payment of $due by On [redacted] **, 2014, [redacted] was advised that a switch hold would be placed on the account until the deferred payment plan was satisfiedAdditionally, [redacted] disputed the price rate and length of term agreement reflected on [redacted] invoiceAt that time, an investigation was requested(There was a system issue that did not allowed the agent to set up the DPP, she did read the disclosures and set up the plan on ***/14.) On [redacted] **, 2014, correspondence confirming the Deferred Payment Plan was sent On [redacted] **, 2014, an invoice for $was sent for the billing period of [redacted] **, through [redacted] **, with a Balance Forward of $250.79, a Transfer to Deferred Payment Plan of $250.79, a Deferred Payment Plan Installment of $and Current Charges of $This invoice also includes an energy charge of 9.2¢ per kWhDue to an error occurred while regaining [redacted] ***’s electric service account, this invoice incorrectly states “Your current plan is effective through your meter read on or after [redacted] 10, 2017.” On [redacted] 2014, the investigation concluded that [redacted] agreed to Everything Energy’s [redacted] Texas plan and due to an error occurred while regaining [redacted] ***’s electric service account, his account was placed on the Everyday Assured Fixed plan with an energy charge of 9.2¢ per kWhAt that time, corrections were made to [redacted] ***’s plan pricing and plan expiration due date On [redacted] 2014, a corrected invoice for $was sent for the billing period of [redacted] *, through [redacted] **, with a credit Balance Forward of $250.79, and Current Charges of $ This invoice also includes an energy charge of 9.2¢ per kWhThis invoice states “Your current plan is effective through your meter read on or after [redacted] 26, 2015.” On [redacted] *, 2014, a payment of $posted to [redacted] ***’s account On [redacted] **, 2014, an invoice for $was sent for the billing period of [redacted] **, through [redacted] 23, with a Balance Forward of $440.83, and Current Charges of $with an energy charge of $This invoice also includes an energy charge of 9.2¢ per kWhThis invoice states “Your current plan is effective through your meter read on or after [redacted] 26, 2015.” On [redacted] 4, 2014, a Disconnection Notice for $was sent due by [redacted] 14, On [redacted] 10, 2014, a payment of $posted to [redacted] ***’s account On [redacted] 11, 2014, [redacted] contacted an Everything Energy supervisor disputing the energy charge reflected on his [redacted] 28, invoice At that time, an investigation was requested and advised that a days protective block was requested for his account while the investigation completes to prevent disconnection of service On [redacted] 18, 2014, an Everything Energy investigator concluded that [redacted] agreed to Everything Energy’s [redacted] Texas plan and due to an error occurred while regaining [redacted] ***’s electric service account, his account was placed on the Everyday Assured Fixed plan with an energy charge of 9.2¢ per kWhAt that time, an attempt was made to contact [redacted] and a message was left On [redacted] 20, 2014, a Disconnection Notice for $was sent due by [redacted] 1, On [redacted] 2, 2014, a Disconnect Request was sent to CenterPoint Energy (CNP) which completed on [redacted] 3, On [redacted] 3, 2014, [redacted] contacted Everything Energy disputing the disconnection of his electric service and disputed the price plan reflected in his invoicesAt that time, the Everything Energy representative was unable to confirm the status of the investigation and an email up was sent to his supervisor to [redacted] review the status of the investigationAdditionally, a reconnect request was sent to CNP on [redacted] 3, 2014, which completed the same day Resolution On [redacted] 4, 2014, a review to [redacted] ***’s account determined that the investigation completed on [redacted] 18, 2014, did correct the name of the previous plan from the Everyday Assured Fixed plan with an energy charge of 9.2¢ per kWh to [redacted] Texas plan with an energy charge of 4.9¢ per kWh; however, the energy charge was not changed from Everyday Assured Fixed plan with an energy charge of 9.2¢ per kWh to reflect [redacted] Texas plan with an energy charge of 4.9¢ per kWh At that time, a request was placed to correct [redacted] ***’s account to the [redacted] Texas plan with an energy charge of 4.9¢ per kWh On [redacted] 5, 2014, a corrected invoice for $was sent for the billing period of [redacted] *, through [redacted] 21, with a credit Balance Forward of $827.98, a Disconnect Notice Fees totaling $10.00, a Late Payment Penalty totaling $and Current Charges of $1,This invoice also includes an energy charge of 4.9¢ per kWhThis invoice states “Your current plan is effective through your meter read on or after [redacted] 26, 2015.” On [redacted] 5, 2014, [redacted] was contacted and provided with the status of his accountAs a courtesy, the Disconnect Notice Fees totaling $and the Late Payment Penalty totaling $were credited to [redacted] ***’s account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] ###-###-####
I appreciate your help in getting this resolvedSouthwest contacted me and updated my account with the correct points earnedI appreciate you offering the credit as wellAll has been resolved 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
[redacted] is requesting monetary compensation due to a disconnection of her electric service at [redacted] *** Additionally, [redacted] states that she did not receive [redacted] Airlines promotional incentive associated with her price plan History On [redacted] ***, correspondence was sent to [redacted] advising that her electric service account at [redacted] was transitioning to Everything Energy This letter also advised that [redacted] would receive a [redacted] Airlines Rapid Rewards Points enrollment bonus of [redacted] points as part of her enrollment [redacted] ’s electric service account transitioned to Everything Energy effective on [redacted] *** On [redacted] ***, [redacted] contacted Everything Energy and agreed to transfer the electric service at [redacted] effective [redacted] to [redacted] effective [redacted] and her request was processed On [redacted] ***, an invoice for $ [redacted] was sent for the billing period of [redacted] through [redacted] for the electric service at [redacted] *** On [redacted] ***, a final invoice for $ [redacted] was sent for the final billing period of [redacted] through [redacted] for the electric service at [redacted] with a balance forward of $ [redacted] and current charges of $ [redacted] On [redacted] an invoice for $ [redacted] was sent for the billing period of [redacted] through [redacted] for the electric service at [redacted] with a balance forward of $ [redacted] and current charges of $ [redacted] On [redacted] ***, a disconnection notice for $ [redacted] was sent due by [redacted] *** Payment was not received by the disconnection notice due date; therefore, on [redacted] ***, a disconnect request was sent to y (***) On [redacted] ***, [redacted] contacted Everything Energy regarding her account status and was provided with an explanation of her billing and charges At that time, [redacted] processed payments totaling $ [redacted] and a reconnect request was submitted to *** [redacted] was provided with the reconnect timeframe Additionally, [redacted] inquired about [redacted] Airlines Rapid Rewards Points enrollment bonus of [redacted] points and was advised that she should receive the points by the end of the month On [redacted] ***, [redacted] contacted Everything Energy regarding the status of her [redacted] Airlines Rapid Rewards Points stating that she had not received them At that time, a request was processed to investigate [redacted] ’s account On [redacted] ***, an invoice for $ [redacted] was sent for the billing period of [redacted] through [redacted] with a balance forward of $ [redacted] , a late payment penalty of $ [redacted] and current charges of $ [redacted] On [redacted] ***, a disconnection notice for $ [redacted] was sent due by [redacted] *** On [redacted] ***, Everything Energy received notification that the electric service at [redacted] was switching to another retail electric service provider (REP) effective [redacted] ***, resulting in the closure of [redacted] 's account On [redacted] ***, a final invoice for $ [redacted] was sent for the final billing period of [redacted] through [redacted] with a balance forward of $ [redacted] , a disconnect recovery charge of $***, a late payment penalty of $ [redacted] and current charges of $ [redacted] Resolution Everything Energy regrets any inconvenience these proceedings may have caused [redacted] A review of [redacted] ’s account determined that notification was sent to [redacted] advising of the account transition to Everything Energy and that the account was invoiced in accordance with her Terms of Service No adjustments are warranted at this time Additionally, a request has been submitted to investigate [redacted] ’s [redacted] Airlines Rapid Rewards Points [redacted] will be contacted once the investigation is complete For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support ###-###-####
[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
Everything Energy’s Response to Revdex.com Case #
***
At Everything Energy, we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms*** states that she has not received her *** ***s MileagePlus awards miles for her electric service at *** *** ***
History
On November 29, 2014, Ms*** submitted a request via online to initiate service with Everything Energy on the next available mete read dateShe agreed to enroll in the *** *** Monthly plan with *** ***s MileagePlus milesAs a part of Ms***’s enrollment, her account will be awarded 7,MileagePlus miles and an additional points for every $spent on the Energy Charge portion of her bill Ms*** received a terms of service agreement, a copy of “Your Rights as a Customer” document, an electricity facts label (EFL) upon completion of her online enrollment
On December 1, 2014, Ms***’s request for electric service at *** *** *** completed
On February 5, 2015, Ms*** contacted Everything Energy requesting to know the time frame to receive her MileagePlus award milesThe Everything Energy representative advised Ms***, the MileagePlus miles are awarded after the second month of service, therefore Ms*** expect miles to post to her account within 6-weeks
On February 25, 2015, Ms*** requested service with another retail electric provider, terminating her electric service with Everything Energy
On April 8, 2015, Ms*** contacted Everything Energy requesting the status of her MileagePlus award milesAt this time an investigation was submitted to determine the delay in Ms***’s MileagePlus award miles
On May 4, 2015, the investigation determined an error with Ms***’s online enrollment caused the MileagePlus award miles to be delayedEverything Energy has corrected the previously submitted online enrollment information to include MileagePlus award miles
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused Ms*** A review of Ms***'s account determined that due to a system issue, Ms***'s' award miles credit postings were delayed
On May 2015, a request was submitted to correct the MileagePlus award miles credit to Ms***'s *** ***s account. Ms*** will be contacted once the miles have been confirmed to the account
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
*** ***
Customer Support
***
Sent: Friday, January 09, 8:AMTo: drteamCc: Escalated Issues (Everyth*** Energy)Subject: Everyth*** Energy Rebuttal Response Revdex.com Case # *** Everyth*** Energy’s Response to Revdex.com Case # *** Rebuttal Everyth*** Energy regrets any inconvenience these proceed***s may have caused, and we understand Mr***’s concerns regard*** removal of the switch hold on his elect*** service It was determined that dur*** the November 12, contact that the Everyth*** Energy representative failed to advise that the switch hold would be placed on the account; therefore, a request was processed on December 22, to remove the switch hold On December 23, 2014, the switch hold was removed On December 24, 2014, Everyth*** Energy received notification that the elect*** service account at *** *** *** #** was be*** switched to another retail elect*** provider effective December 27, Mr***s account is closed and currently has a balance of $ For any additional questions about this concern, please contact me at 713-488- I am available Monday through Friday from 8:a.mto 5:p.m. Crystal K*** Customer Support
Everything Energy’s Response to Revdex.com Case # ***
Everything Energy regrets any inconvenience these proceedings may have caused *** *** and we apologize for the delay in the posting of the awards miles credit
Please see accumulated miles below:
Bonus Miles=
Miles Earned
July=
August =
September=
We have posted award miles credit to *** *** *** *** account
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
*** ***
Customer Support
***
[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 *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Everything Energy’s Response to Revdex.com Case #***
Everything Energy regrets any inconvenience these proceedings may have caused Mr***. Everything Energy received Mr*** financial institution payment confirmation and was able to determine that his payment was applied to another Everything Energy customer’s account in error. Mr*** missing payment of $was applied to his account on May 1, 2014. Additionally, a credit of $was applied to his account as a courtesy
For any additional concerns, I can be contacted Monday through Friday from 8:a.mto 5:p.mat the number below
*** ***
Customer Support
***
Everything Energy’s Response to Revdex.com Case #***
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At Everything Energy, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
*** *** is requesting a refund for late payment penalties for his electric service account at *** *** ***
History
On December *** 2013, an invoice for $due by December *** was sent for the billing period of November ** through December ** with a credit balance forward of $and total current electricity charges of $147.28. Additionally, this invoice reflects a mailing address of *** *** ***
On December *** 2013, a disconnection notice of $was sent due by January **,
On December **, 2014, a payment of $posted to *** *** account
On January *** 2014, an invoice for $due by January *** was sent for the billing period of December ** through January *** with a disconnect notice fee of $5.00, a late payment penalty of $and total current electricity charges of $Additionally, this invoice reflects a mailing address of *** *** ***
On February ** a disconnection notice of $was sent due by February **,
On February *** 2014, an invoice for $due by February **, was sent for the billing period of January **, through February *** with a balance forward of $151.94, a disconnect notice fee of $5.00, a late payment penalty of $and total current electricity charges of $163.21. Additionally, this invoice reflects a mailing address of *** *** ***
On February *** 2014, *** *** contacted Everything Energy and advised that she had not received any invoices, only disconnection notices. An Everything Energy representative confirmed ***’s mailing address and advised that her invoices had been sent to the confirmed mailing address. Additionally, *** *** was provided with options to enroll on Everything Energy’s eBill program and/or automatic payment program; however, declined, advising that her husband pays their invoices through their financial institution
On February *** 2014, *** *** contacted Everything Energy and advised that she had not received her invoices. An Everything Energy representative confirmed *** ***’s mailing address and advised that her invoices had been sent to the confirmed mailing address. Additionally, *** *** was provided with the option to set up her account on Online Account Management (OAM) and was also advised that a payment has not posted to the account since December **,
On February **, 2014, *** *** contacted Everything Energy regarding the status of her account and was provided with the account balance. The Everything Energy representative offered to process a payment over the phone for the balance due and *** *** agreed. At that time, *** *** processed a payment of $
Later on February *** 2014, payments totaling $posted to *** ***’s account
Later on February *** 2014, an email was received from *** *** advising that she has not been receiving her invoices since her account transitioned from her previous retail electric provider (REP). An Everything Energy representative sent a response to *** *** via email advising that as a courtesy, a late payment penalty of $and disconnect notice fee of $were credited to the account
Later on February *** 2014, *** *** contacted Everything Energy to confirm the account balance and was advised that payments totaling $posted to his account, leaving a credit balance of $
Resolution
*** ***’s account has been invoiced in accordance with his Terms of Service
As a courtesy, a late payment penalty of $and a disconnect notice fee of $were credited to *** ***’s account on February *** 2014. An additional late payment penalty of $was credited to the account on March *, as a courtesy
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
*** ***
Customer Support
***
Everything Energy’s
Response to Revdex.com Case #***
At Everything Energy, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms*** has three electric service address accounts with Everything Energy; *** *** ***, *** *** *** and *** *** ***She is disputing her payments not being allocated to the correct service addressAdditionally, Ms*** states three payments of $are missing and she would like them returned
History
On April 3, 2015, Ms*** contacted Everything Energy and requested to make a payment for service address *** *** ***The Everything Energy representative incorrectly processed a payment of $for service address *** *** *** leaving a balance of $
On April 7, 2015, a Disconnection Notice for service address *** *** *** of $was sent to Ms*** due by February 2, 2015.
On April 8, 2015, due to no payment received the electric service was interrupted at *** *** ***Ms*** contacted Everything Energy stating her payments were being posted to the incorrect accountThe Everything Energy representative explained in detail all past amounts and corresponding service addresses and confirmed the $payment made on April 3, was applied to the incorrect account and submitted a request to transfer that payment to *** *** ***A payment of $was processed, reconnecting electric service at *** *** ***.
On April 13, 2015, Ms*** contacted Everything Energy requesting to make a payment for *** *** ***; however she was unable to provide the account numberThe Everything Energy located Ms***’s account by the address providedThe Everything Energy representative incorrectly processed a payment of $for service address *** *** *** leaving a zero balance.
On April 21, 2015, a Disconnection Notice for service address *** *** *** of $was sent to Ms*** due by May 1, 2015.
On May 6, 2015, due to no payment received, the electric service was interrupted at *** *** ***.
On May 7, 2015, Ms*** contacted Everything Energy disputing the service interruption at *** *** ***The Everything Energy representative explained, due to an error with Ms***'s payments, the service was incorrectly disconnectedA request to reconnect service at *** *** *** was processed and reconnection of service was turned on later that day.
On May 12, 2015, electric service at *** *** *** was disconnected in errorThe Everything Energy representative processed a payment for $and submitted a request to reconnect service.
On May 13, 2015, electric service was reconnected at service address *** *** ***
Resolution
Everything Energy regrets the inconvenience these proceedings may have caused Ms***A review of Ms***'s account confirms two payments of $were attempted and processedThe initial $was processed on April 3, to service address *** *** *** and the second $payment was processed on May 12, to service address *** *** ***. Everything Energy has confirmed two payments attempted by Ms*** were processed to the incorrect accountsMs*** has been contacted and was advised to ensure payments are allocated to the correct account, Everything Energy is requesting Ms*** provide the account number for the corresponding service address when attempting to make payments. No reconnection or disconnection charges will be assessed to either account for the disconnection of service for the discussed datesAs a gesture of good will, a $credit has been applied to service address *** *** *** and a second $credit has been applied to service address *** *** ***
Account Status
The account balance for service address *** *** *** is $and the account balance for service address *** *** *** is $
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
Nancy ***
Customer Support
713-488-***
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, Everything energy owes us united miles, not I have a contract with the amount if miles that was supposed to be collectedJust for signing up we were supposed to receive miles then miles per dollar on monthly billsI don't understand how they say they gave us It does not match up! But then why would we only get miles posted to our account on October 3rd We have received NO Miles at all from this companyI pay my monthly bill to them but they have broken our contracr by not giving us miles, and charging me a higher kilowatt rate for miles I have not recieved Anyway, Why would Everything Energy only give us 1/of the miles Owed us anywayWe are owed milesI would like ALL these miles posted ASAP They might need to be reported to the regulatory commission for bait and switch!
Everything Energy’s Response to Revdex.com Case # [redacted] -Rebuttal Everything Energy regrets any inconvenience these proceedings may have caused [redacted] and we apologize for the delay in the posting of the awards miles credit Due to a system issue, [redacted] ’s [redacted] Airlines [redacted] member account was not recognized as a [redacted] Airlines [redacted] credit card member account [redacted] is entitled to an additional 2,bonus award miles and an additional mile for every $spent on the Energy Charge portion of his bill Everything Energy is currently in the process of working with [redacted] Airlines to award the remaining miles to [redacted] ’s accountAfter awarding the miles, [redacted] Airlines will post the award miles credit to [redacted] ’s [redacted] Airlines [redacted] account within two to three billing cycles
Everything Energy’s Response to Revdex.com Case # [redacted] New Roman At Everything Energy, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is requesting to lower her deferred payment plan installments and remove the switch-hold for her electric service account at [redacted] History On January **, 2014, an invoice for $was sent for the billing period of December **, through January [redacted] for the electric service at [redacted] *** with a balance forward of $and total current electricity charges of $ On February *, 2014, a disconnection notice of $was sent to [redacted] due by February **, On February **, 2014, [redacted] contacted Everything Energy regarding the status of her account and agreed to set up the balance of $on a month deferred payment plan with a down payment of $due by February **, During the conversation, [redacted] agreed to the terms and conditions of the deferred payment and a switch-hold was placed on her accountConfirmation of the deferred payment plan agreement was sent on February **, On February [redacted] 2014, a payment of $posted to [redacted] ’s account On February **, 2014, an invoice for $was sent for the billing period of December **, through January [redacted] for the electric service at [redacted] * and for the billing period of January **, through February **, for the electric service at [redacted] *** with a balance forward of $768.89, a transfer to deferred payment plan of $768.89, deferred payment plan requests totaling $and total current electricity charges of $ On February **, 2014, a payment of $posted to [redacted] ’s account On March [redacted] 2014, [redacted] contacted Everything Energy and requested to make a payment towards her deferred payment plan balance and her call was transferred to a supervisor At that time, [redacted] agreed to deactivate the current deferred payment plan and her request was processed [redacted] agreed to set up the balance of $on a month deferred payment plan with a down payment of $due by March **, During the conversation, [redacted] agreed to the terms and conditions of the deferred payment and a switch-hold was placed on her account [redacted] then reported a payment of $and her payment was validated Confirmation of the deferred payment plan agreement was sent on March *** On March [redacted] 2014, an invoice for $was sent for the billing period of January *** through February **, for the electric service at [redacted] and for the billing period of February *** through March **, for the electric service at [redacted] *** [redacted] *** with a balance forward of $359.70, a cancelled deferred payment plan request of $230.66, a transfer to deferred payment plan of $740.36, deferred payment plan requests totaling $and total current electricity charges of $ Multiple contacts were received from [redacted] from March **, through April *, regarding her account balance and she was provided with an explanation of her billing and charges On April *, 2014, [redacted] contacted Everything Energy to request and extension and was advised that because her account was already active on a payment arrangement, the account is not eligible for an extension Later on April 7, 2014, a payment of $posted to [redacted] ’s account Resolution Everything Energy has invoiced [redacted] ’s account based upon the meter readings provided by Oncor Electric Delivery Company (Oncor) and based upon the terms and conditions of Everything Energy's deferred payment plan At this time, the switch-hold is unable to be removed for [redacted] ’s account until the terms of the deferred payment plan have been satisfied Attempts to contact [redacted] regarding her request to lower her installment amounts have been unsuccessful; however, voice messages have been left For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
On May 2015, a request was submitted to correct the MileagePlus award miles credit to Ms***'s [redacted] s accountThe issue remains pending at this timeMs [redacted] will be contacted after a response is received For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Everyth [redacted] Energy’s Response to Revdex.com Case # [redacted] At Everyth [redacted] Energy, we take complaints very seriously We always appreciate hear [redacted] from our customers and want to ensure their concerns are addressed Please see below for a summary of our find***s: Issue [redacted] disputes not receiv [redacted] her security deposit refund for her electric service account at [redacted] *** History Account records reflect that [redacted] ’s electric service account transitioned to Everyth [redacted] Energy effective [redacted] ***, establish [redacted] account # [redacted] On October 23, 2014, [redacted] contacted Everyth [redacted] Energy request [redacted] to close her electric service account at [redacted] effective November 21, On December 2, 2014, [redacted] contacted Everyth [redacted] Energy via email to inquire about the timeframe to receive a refund of her security deposit On December 5, 2014, an Everyth [redacted] Energy ***resentative contacted [redacted] via email regard [redacted] her inquiry regard [redacted] the refund of her security deposit The Everyth [redacted] Energy ***resentative advised that a security deposit was not transferred to Everyth [redacted] Energy from ***; therefore, a security deposit refund was not processedAdditionally, [redacted] was provided [redacted] contact information and advised to contact [redacted] for further assistance On December 19, 2014, [redacted] contacted Everyth [redacted] Energy to dispute not receiv [redacted] her security deposit and requested to speak with a supervisorWhile the agent processed the transfer, the call was disconnected Resolution Everyth [redacted] Energy regrets any inconvenience the transition to a new retail electric provider (***) may have caused [redacted] On December 30, 2014, an Everyth [redacted] Energy ***resentative contacted [redacted] and advised that a request was submitted to [redacted] to confirm deposit information and she will be contacted after a response is received The issue remains pend [redacted] at this time [redacted] will be contacted after a response is received For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Crystal K [redacted] Customer Support 713-488-
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.]My last phone contact with Everything Energy representative, Nancy was on 7/1/@ 11:55a.mI was told they have people working on this problem but can't give me a time frameAs of today's date, I have not received the promised resolution Regards,Kam ***
Everything Energy’s Response to Revdex.com Case # [redacted] Roman At Everything Energy, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] is requesting to switch his electric service at Greenway Road to another retail electric provider (REP) without penalty History Account records reflect that Ms***’s electric service account transitioned to Everything Energy effective March 27, 2014, establishing account # [redacted] On April 4, 2014, Mr [redacted] contacted Everything Energy to confirm the status of his account since transitioning from APNA to Everything Energy While the Everything Energy representative was confirming Mr***’s concerns, Mr [redacted] stated he could not understand the representative and requested to speak with a supervisor At that time, the Everything Energy representative advised Mr [redacted] that he would be placed on hold while being connected to a supervisor; however, the line disconnected before the transfer was completed On April 7, 2014, Mr [redacted] contacted Everything Energy and requested to speak with a supervisor The Everything Energy representative advised Mr [redacted] that he would be placed on hold in order to connect his call with a supervisor Mr [redacted] then requested that a supervisor return his phone call and a supervisor callback request was processed Before the Everything Energy representative could provide Mr [redacted] with the timeframe to receive a callback, the line disconnected On April 9, 2014, an Everything Energy supervisor made multiple attempts to contact Mr [redacted] regarding his account concerns; however, the attempts were unsuccessful and voice messages were left Resolution Everything Energy regrets any inconvenience the transition to a new retail electric provider (REP) may have caused Mr*** To ensure that customer service needs are met, Everything Energy provides customers with multiple avenues to address any account-related questions Our customer care center is available at 855-532-Monday through Friday from 8:a.mto 7:p.m.; by email at [email protected]; or by mail at P.OBox Houston, TX 77253- Mr [redacted] can also set up his account for online access through Everything Energy’s online account management (OAM) available at EverythingEnergyTX.com and receive up-to-date information regarding his account status A review of Mr***’s account determined that his account is active on the Everything Advantage plan which has an early cancellation fee of $ At this time, we are unable to waive the early cancellation fee should Mr [redacted] choose to switch his electric service to another REP For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Everything Energy’s Response to Revdex.com Case # [redacted] At Everything Energy, we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Ms [redacted] states that she has not received her [redacted] s MileagePlus awards miles for her electric service at [redacted] *** History On November 29, 2014, Ms [redacted] submitted a request via online to initiate service with Everything Energy on the next available mete read dateShe agreed to enroll in the [redacted] Monthly plan with [redacted] s MileagePlus milesAs a part of Ms***’s enrollment, her account will be awarded 7,MileagePlus miles and an additional points for every $spent on the Energy Charge portion of her bill Ms [redacted] received a terms of service agreement, a copy of “Your Rights as a Customer” document, an electricity facts label (EFL) upon completion of her online enrollment On December 1, 2014, Ms***’s request for electric service at [redacted] completed On February 5, 2015, Ms [redacted] contacted Everything Energy requesting to know the time frame to receive her MileagePlus award milesThe Everything Energy representative advised Ms***, the MileagePlus miles are awarded after the second month of service, therefore Ms [redacted] expect miles to post to her account within 6-weeks On February 25, 2015, Ms [redacted] requested service with another retail electric provider, terminating her electric service with Everything Energy On April 8, 2015, Ms [redacted] contacted Everything Energy requesting the status of her MileagePlus award milesAt this time an investigation was submitted to determine the delay in Ms***’s MileagePlus award miles On May 4, 2015, the investigation determined an error with Ms***’s online enrollment caused the MileagePlus award miles to be delayedEverything Energy has corrected the previously submitted online enrollment information to include MileagePlus award miles Resolution Everything Energy regrets any inconvenience these proceedings may have caused Ms*** A review of Ms***'s account determined that due to a system issue, Ms***'s' award miles credit postings were delayed On May 2015, a request was submitted to correct the MileagePlus award miles credit to Ms***'s [redacted] s account Ms [redacted] will be contacted once the miles have been confirmed to the account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Everything Energy’s Response to Revdex.com Case # [redacted] New Roman At Everything Energy, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Brief description of complaint Mr [redacted] is disputing not receiving monthly invoices for the electric service account at [redacted] History Mr [redacted] ’s electric service account at [redacted] *** transitioned to Everything Energy (EE) effective October 2, On December 31, 2013, Mr [redacted] contacted EE and agreed to transfer the electric service [redacted] *** effective January 7, [redacted] *** effective January 2, and his request was processed On January 9, 2014, a final invoice for $was sent for the billing period of November 26, to December 30, and December 30, through January 7, for the electric service at [redacted] *** The invoice listed a balance forward of $53.96, a paid deposit conversion credit balance of $55.34, a paid deposit conversion credit of $125.00, a cash deposit request for $55.34, a deposit refund credit balance of $125.00, a deposit refund credit balance of $55.34, a cash deposit request for $180.34, a deposit interest credit balance of $0.01, and total current electricity charges of $ On January 27, 2014, an invoice for $was sent for the billing period of January 2, through January 23, for the electric service at [redacted] The invoice listed a balance forward of $and total current electricity charges of $ On January 30, 2014, a disconnection notice was issued advising that the amount of $would be due by and a $disconnect notice fee was applied On February 7, 2014, a payment of $was posted to the account On February 12, 2014, a disconnection notice was issued advising that the amount of $would be due by and a $disconnect notice fee was applied On February 24, 2014, an invoice for $was sent for the billing period of January 23, through February 20, The invoice listed a balance forward of $274.79, a disconnect notice fee of $5.00, a late payment penalty fee of $5.74, and total current electricity charges of $ On February 25, 2014, a disconnection notice was issued advising that the amount of $would be due by and a $disconnect notice fee was applied On February 25, 2014, a payment of $was posted to the account On March 4, 2014, a disconnection notice was issued advising that the amount of $would be due by and a $disconnect notice fee was applied On March 8, 2014, a payment of $was posted to the account On March 18, 2014, a disconnection notice was issued advising that the amount of $would be due by and a $disconnect notice fee was applied On March 25, 2014, an invoice for $was sent for the billing period of February 20, through March 21, The invoice listed a balance forward of $422.61, three separate disconnect fees for a total of $15.00, a late payment penalty fee total of $and total current electricity charges of $ On April 1, 2014, a payment of $was posted to the account On April 15, 2014, a disconnection notice was issued advising that the amount of $would be due by and a $disconnect notice fee was applied On April 25, 2014, an invoice for $was sent for the billing period of March 21, through April 23, The invoice listed a balance forward of $227.61, a disconnect notice fee of $5.00, a late payment penalty of $10.27, and total current electricity charges of $ On April 27, 2014, a payment of $was posted to the account Resolution In reviewing Mr [redacted] ’s account, Everything Energy’s records do not indicate that mailed monthly invoices were returned by mail Mr [redacted] has been contacted and copies of the related invoices were emailed and mailed to Mr [redacted] Mr [redacted] has been invoiced based upon the prices disclosed on the electricity facts label (EFL) for the Power Texas plan pricing As a courtesy, late fees totaling $and disconnect notice fees totaling $were credited to the account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]
Everything Energy’s Response to Revdex.com Case # [redacted] At Everything Energy, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is disputing the charges for his electric service account at [redacted] *** History On [redacted] *, 2014, a contract expiration notice (CEN) was sent to [redacted] advising that the current price plan was expiring and that the account would transition to Everything Energy’s Texas Eco Sense Monthly Plan with the first meter read date on or after [redacted] unless an alternate price plan or retail electric provider (REP) is chosenA copy of Everything Energy’s Texas Eco Sense Monthly Plan electricity facts label (EFL) was included in the CEN On [redacted] 2014, an Everything Energy representative contacted [redacted] and he agreed to enroll in Everything Energy’s [redacted] Texas planThis plan offers an Energy Charge of 4.9¢ per kWh and a Usage Charge of $per billing cycleThe Usage Charge will not be included for each billing cycle in which the usage is 1,kWh or moreThe term of this plan is month and it has a $early cancellation fee [redacted] was sent a terms of service agreement, a copy of “Your Rights as a Customer” document and an EFL on [redacted] *, On [redacted] **, 2014, notification was received that the electric service at [redacted] was switching to anot [redacted] retail electric provider (REP) effective [redacted] **, On [redacted] 2014, a final invoice for $was sent for the billing period of [redacted] *5, through [redacted] **, with a Balance Forward of $and Current Charges of $This invoice also includes an energy charge of 9.2¢ per kWh On [redacted] 15, 2014, a request was received from the current REP for [redacted] requesting to return the electric service to Everything Energy effective [redacted] *, On [redacted] 27, 2014, Everything Energy sent a response agreeing to regain the electric service at [redacted] effective [redacted] *, [redacted] contacted Everything Energy on [redacted] *, and [redacted] *, regarding the status of [redacted] account [redacted] was advised that the process to regain [redacted] electric service was pending completion at that timeLater that day, an email was received from [redacted] regarding the status of [redacted] account; however, since [redacted] had contacted Everything Energy earlier that day, a reply to [redacted] email was not sent On [redacted] 2014, the process completed to regain the electric service at [redacted] ***t effective [redacted] *, 2014, at that time, an Everything Energy representative contacted [redacted] and advised that the process to regain [redacted] electric service effective [redacted] *, had completed and [redacted] account was in the process to generate [redacted] monthly invoice and she will be offered a Deferred Payment Plan, if requested On [redacted] 2014, an invoice for $was sent for the billing period of [redacted] *, through [redacted] **, with a Balance Forward of $and Current Charges of $This invoice also includes an energy charge of 9.2¢ per kWhDue to an error occurred while regaining [redacted] ***’s electric service account, this invoice incorrectly states “Your current plan is effective through your meter read on or after [redacted] 10, 2017.” On [redacted] 2014, [redacted] contacted Everything Energy and she agreed to sthe balance of $on a five-month deferred payment plan with a down payment of $due by On [redacted] **, 2014, [redacted] was advised that a switch hold would be placed on the account until the deferred payment plan was satisfiedAdditionally, [redacted] disputed the price rate and length of term agreement reflected on [redacted] invoiceAt that time, an investigation was requested(There was a system issue that did not allowed the agent to set up the DPP, she did read the disclosures and set up the plan on ***/14.) On [redacted] **, 2014, correspondence confirming the Deferred Payment Plan was sent On [redacted] **, 2014, an invoice for $was sent for the billing period of [redacted] **, through [redacted] **, with a Balance Forward of $250.79, a Transfer to Deferred Payment Plan of $250.79, a Deferred Payment Plan Installment of $and Current Charges of $This invoice also includes an energy charge of 9.2¢ per kWhDue to an error occurred while regaining [redacted] ***’s electric service account, this invoice incorrectly states “Your current plan is effective through your meter read on or after [redacted] 10, 2017.” On [redacted] 2014, the investigation concluded that [redacted] agreed to Everything Energy’s [redacted] Texas plan and due to an error occurred while regaining [redacted] ***’s electric service account, his account was placed on the Everyday Assured Fixed plan with an energy charge of 9.2¢ per kWhAt that time, corrections were made to [redacted] ***’s plan pricing and plan expiration due date On [redacted] 2014, a corrected invoice for $was sent for the billing period of [redacted] *, through [redacted] **, with a credit Balance Forward of $250.79, and Current Charges of $ This invoice also includes an energy charge of 9.2¢ per kWhThis invoice states “Your current plan is effective through your meter read on or after [redacted] 26, 2015.” On [redacted] *, 2014, a payment of $posted to [redacted] ***’s account On [redacted] **, 2014, an invoice for $was sent for the billing period of [redacted] **, through [redacted] 23, with a Balance Forward of $440.83, and Current Charges of $with an energy charge of $This invoice also includes an energy charge of 9.2¢ per kWhThis invoice states “Your current plan is effective through your meter read on or after [redacted] 26, 2015.” On [redacted] 4, 2014, a Disconnection Notice for $was sent due by [redacted] 14, On [redacted] 10, 2014, a payment of $posted to [redacted] ***’s account On [redacted] 11, 2014, [redacted] contacted an Everything Energy supervisor disputing the energy charge reflected on his [redacted] 28, invoice At that time, an investigation was requested and advised that a days protective block was requested for his account while the investigation completes to prevent disconnection of service On [redacted] 18, 2014, an Everything Energy investigator concluded that [redacted] agreed to Everything Energy’s [redacted] Texas plan and due to an error occurred while regaining [redacted] ***’s electric service account, his account was placed on the Everyday Assured Fixed plan with an energy charge of 9.2¢ per kWhAt that time, an attempt was made to contact [redacted] and a message was left On [redacted] 20, 2014, a Disconnection Notice for $was sent due by [redacted] 1, On [redacted] 2, 2014, a Disconnect Request was sent to CenterPoint Energy (CNP) which completed on [redacted] 3, On [redacted] 3, 2014, [redacted] contacted Everything Energy disputing the disconnection of his electric service and disputed the price plan reflected in his invoicesAt that time, the Everything Energy representative was unable to confirm the status of the investigation and an email up was sent to his supervisor to [redacted] review the status of the investigationAdditionally, a reconnect request was sent to CNP on [redacted] 3, 2014, which completed the same day Resolution On [redacted] 4, 2014, a review to [redacted] ***’s account determined that the investigation completed on [redacted] 18, 2014, did correct the name of the previous plan from the Everyday Assured Fixed plan with an energy charge of 9.2¢ per kWh to [redacted] Texas plan with an energy charge of 4.9¢ per kWh; however, the energy charge was not changed from Everyday Assured Fixed plan with an energy charge of 9.2¢ per kWh to reflect [redacted] Texas plan with an energy charge of 4.9¢ per kWh At that time, a request was placed to correct [redacted] ***’s account to the [redacted] Texas plan with an energy charge of 4.9¢ per kWh On [redacted] 5, 2014, a corrected invoice for $was sent for the billing period of [redacted] *, through [redacted] 21, with a credit Balance Forward of $827.98, a Disconnect Notice Fees totaling $10.00, a Late Payment Penalty totaling $and Current Charges of $1,This invoice also includes an energy charge of 4.9¢ per kWhThis invoice states “Your current plan is effective through your meter read on or after [redacted] 26, 2015.” On [redacted] 5, 2014, [redacted] was contacted and provided with the status of his accountAs a courtesy, the Disconnect Notice Fees totaling $and the Late Payment Penalty totaling $were credited to [redacted] ***’s account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] ###-###-####
I appreciate your help in getting this resolvedSouthwest contacted me and updated my account with the correct points earnedI appreciate you offering the credit as wellAll has been resolved 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
[redacted] is requesting monetary compensation due to a disconnection of her electric service at [redacted] *** Additionally, [redacted] states that she did not receive [redacted] Airlines promotional incentive associated with her price plan History On [redacted] ***, correspondence was sent to [redacted] advising that her electric service account at [redacted] was transitioning to Everything Energy This letter also advised that [redacted] would receive a [redacted] Airlines Rapid Rewards Points enrollment bonus of [redacted] points as part of her enrollment [redacted] ’s electric service account transitioned to Everything Energy effective on [redacted] *** On [redacted] ***, [redacted] contacted Everything Energy and agreed to transfer the electric service at [redacted] effective [redacted] to [redacted] effective [redacted] and her request was processed On [redacted] ***, an invoice for $ [redacted] was sent for the billing period of [redacted] through [redacted] for the electric service at [redacted] *** On [redacted] ***, a final invoice for $ [redacted] was sent for the final billing period of [redacted] through [redacted] for the electric service at [redacted] with a balance forward of $ [redacted] and current charges of $ [redacted] On [redacted] an invoice for $ [redacted] was sent for the billing period of [redacted] through [redacted] for the electric service at [redacted] with a balance forward of $ [redacted] and current charges of $ [redacted] On [redacted] ***, a disconnection notice for $ [redacted] was sent due by [redacted] *** Payment was not received by the disconnection notice due date; therefore, on [redacted] ***, a disconnect request was sent to y (***) On [redacted] ***, [redacted] contacted Everything Energy regarding her account status and was provided with an explanation of her billing and charges At that time, [redacted] processed payments totaling $ [redacted] and a reconnect request was submitted to *** [redacted] was provided with the reconnect timeframe Additionally, [redacted] inquired about [redacted] Airlines Rapid Rewards Points enrollment bonus of [redacted] points and was advised that she should receive the points by the end of the month On [redacted] ***, [redacted] contacted Everything Energy regarding the status of her [redacted] Airlines Rapid Rewards Points stating that she had not received them At that time, a request was processed to investigate [redacted] ’s account On [redacted] ***, an invoice for $ [redacted] was sent for the billing period of [redacted] through [redacted] with a balance forward of $ [redacted] , a late payment penalty of $ [redacted] and current charges of $ [redacted] On [redacted] ***, a disconnection notice for $ [redacted] was sent due by [redacted] *** On [redacted] ***, Everything Energy received notification that the electric service at [redacted] was switching to another retail electric service provider (REP) effective [redacted] ***, resulting in the closure of [redacted] 's account On [redacted] ***, a final invoice for $ [redacted] was sent for the final billing period of [redacted] through [redacted] with a balance forward of $ [redacted] , a disconnect recovery charge of $***, a late payment penalty of $ [redacted] and current charges of $ [redacted] Resolution Everything Energy regrets any inconvenience these proceedings may have caused [redacted] A review of [redacted] ’s account determined that notification was sent to [redacted] advising of the account transition to Everything Energy and that the account was invoiced in accordance with her Terms of Service No adjustments are warranted at this time Additionally, a request has been submitted to investigate [redacted] ’s [redacted] Airlines Rapid Rewards Points [redacted] will be contacted once the investigation is complete For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support ###-###-####
[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
Everything Energy’s Response to Revdex.com Case #
***
At Everything Energy, we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms*** states that she has not received her *** ***s MileagePlus awards miles for her electric service at *** *** ***
History
On November 29, 2014, Ms*** submitted a request via online to initiate service with Everything Energy on the next available mete read dateShe agreed to enroll in the *** *** Monthly plan with *** ***s MileagePlus milesAs a part of Ms***’s enrollment, her account will be awarded 7,MileagePlus miles and an additional points for every $spent on the Energy Charge portion of her bill Ms*** received a terms of service agreement, a copy of “Your Rights as a Customer” document, an electricity facts label (EFL) upon completion of her online enrollment
On December 1, 2014, Ms***’s request for electric service at *** *** *** completed
On February 5, 2015, Ms*** contacted Everything Energy requesting to know the time frame to receive her MileagePlus award milesThe Everything Energy representative advised Ms***, the MileagePlus miles are awarded after the second month of service, therefore Ms*** expect miles to post to her account within 6-weeks
On February 25, 2015, Ms*** requested service with another retail electric provider, terminating her electric service with Everything Energy
On April 8, 2015, Ms*** contacted Everything Energy requesting the status of her MileagePlus award milesAt this time an investigation was submitted to determine the delay in Ms***’s MileagePlus award miles
On May 4, 2015, the investigation determined an error with Ms***’s online enrollment caused the MileagePlus award miles to be delayedEverything Energy has corrected the previously submitted online enrollment information to include MileagePlus award miles
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused Ms*** A review of Ms***'s account determined that due to a system issue, Ms***'s' award miles credit postings were delayed
On May 2015, a request was submitted to correct the MileagePlus award miles credit to Ms***'s *** ***s account. Ms*** will be contacted once the miles have been confirmed to the account
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
*** ***
Customer Support
***
Sent: Friday, January 09, 8:AMTo: drteamCc: Escalated Issues (Everyth*** Energy)Subject: Everyth*** Energy Rebuttal Response Revdex.com Case # *** Everyth*** Energy’s Response to Revdex.com Case # *** Rebuttal Everyth*** Energy regrets any inconvenience these proceed***s may have caused, and we understand Mr***’s concerns regard*** removal of the switch hold on his elect*** service It was determined that dur*** the November 12, contact that the Everyth*** Energy representative failed to advise that the switch hold would be placed on the account; therefore, a request was processed on December 22, to remove the switch hold On December 23, 2014, the switch hold was removed On December 24, 2014, Everyth*** Energy received notification that the elect*** service account at *** *** *** #** was be*** switched to another retail elect*** provider effective December 27, Mr***s account is closed and currently has a balance of $ For any additional questions about this concern, please contact me at 713-488- I am available Monday through Friday from 8:a.mto 5:p.m. Crystal K*** Customer Support
Everything Energy’s Response to Revdex.com Case # ***
Everything Energy regrets any inconvenience these proceedings may have caused *** *** and we apologize for the delay in the posting of the awards miles credit
Please see accumulated miles below:
Bonus Miles=
Miles Earned
July=
August =
September=
We have posted award miles credit to *** *** *** *** account
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
*** ***
Customer Support
***
[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 *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Everything Energy’s Response to Revdex.com Case #***
Everything Energy regrets any inconvenience these proceedings may have caused Mr***. Everything Energy received Mr*** financial institution payment confirmation and was able to determine that his payment was applied to another Everything Energy customer’s account in error. Mr*** missing payment of $was applied to his account on May 1, 2014. Additionally, a credit of $was applied to his account as a courtesy
For any additional concerns, I can be contacted Monday through Friday from 8:a.mto 5:p.mat the number below
*** ***
Customer Support
***
Everything Energy’s Response to Revdex.com Case #***
Roman', serif">
At Everything Energy, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
*** *** is requesting a refund for late payment penalties for his electric service account at *** *** ***
History
On December *** 2013, an invoice for $due by December *** was sent for the billing period of November ** through December ** with a credit balance forward of $and total current electricity charges of $147.28. Additionally, this invoice reflects a mailing address of *** *** ***
On December *** 2013, a disconnection notice of $was sent due by January **,
On December **, 2014, a payment of $posted to *** *** account
On January *** 2014, an invoice for $due by January *** was sent for the billing period of December ** through January *** with a disconnect notice fee of $5.00, a late payment penalty of $and total current electricity charges of $Additionally, this invoice reflects a mailing address of *** *** ***
On February ** a disconnection notice of $was sent due by February **,
On February *** 2014, an invoice for $due by February **, was sent for the billing period of January **, through February *** with a balance forward of $151.94, a disconnect notice fee of $5.00, a late payment penalty of $and total current electricity charges of $163.21. Additionally, this invoice reflects a mailing address of *** *** ***
On February *** 2014, *** *** contacted Everything Energy and advised that she had not received any invoices, only disconnection notices. An Everything Energy representative confirmed ***’s mailing address and advised that her invoices had been sent to the confirmed mailing address. Additionally, *** *** was provided with options to enroll on Everything Energy’s eBill program and/or automatic payment program; however, declined, advising that her husband pays their invoices through their financial institution
On February *** 2014, *** *** contacted Everything Energy and advised that she had not received her invoices. An Everything Energy representative confirmed *** ***’s mailing address and advised that her invoices had been sent to the confirmed mailing address. Additionally, *** *** was provided with the option to set up her account on Online Account Management (OAM) and was also advised that a payment has not posted to the account since December **,
On February **, 2014, *** *** contacted Everything Energy regarding the status of her account and was provided with the account balance. The Everything Energy representative offered to process a payment over the phone for the balance due and *** *** agreed. At that time, *** *** processed a payment of $
Later on February *** 2014, payments totaling $posted to *** ***’s account
Later on February *** 2014, an email was received from *** *** advising that she has not been receiving her invoices since her account transitioned from her previous retail electric provider (REP). An Everything Energy representative sent a response to *** *** via email advising that as a courtesy, a late payment penalty of $and disconnect notice fee of $were credited to the account
Later on February *** 2014, *** *** contacted Everything Energy to confirm the account balance and was advised that payments totaling $posted to his account, leaving a credit balance of $
Resolution
*** ***’s account has been invoiced in accordance with his Terms of Service
As a courtesy, a late payment penalty of $and a disconnect notice fee of $were credited to *** ***’s account on February *** 2014. An additional late payment penalty of $was credited to the account on March *, as a courtesy
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
*** ***
Customer Support
***
Everything Energy’s
Response to Revdex.com Case #***
At Everything Energy, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms*** has three electric service address accounts with Everything Energy; *** *** ***, *** *** *** and *** *** ***She is disputing her payments not being allocated to the correct service addressAdditionally, Ms*** states three payments of $are missing and she would like them returned
History
On April 3, 2015, Ms*** contacted Everything Energy and requested to make a payment for service address *** *** ***The Everything Energy representative incorrectly processed a payment of $for service address *** *** *** leaving a balance of $
On April 7, 2015, a Disconnection Notice for service address *** *** *** of $was sent to Ms*** due by February 2, 2015.
On April 8, 2015, due to no payment received the electric service was interrupted at *** *** ***Ms*** contacted Everything Energy stating her payments were being posted to the incorrect accountThe Everything Energy representative explained in detail all past amounts and corresponding service addresses and confirmed the $payment made on April 3, was applied to the incorrect account and submitted a request to transfer that payment to *** *** ***A payment of $was processed, reconnecting electric service at *** *** ***.
On April 13, 2015, Ms*** contacted Everything Energy requesting to make a payment for *** *** ***; however she was unable to provide the account numberThe Everything Energy located Ms***’s account by the address providedThe Everything Energy representative incorrectly processed a payment of $for service address *** *** *** leaving a zero balance.
On April 21, 2015, a Disconnection Notice for service address *** *** *** of $was sent to Ms*** due by May 1, 2015.
On May 6, 2015, due to no payment received, the electric service was interrupted at *** *** ***.
On May 7, 2015, Ms*** contacted Everything Energy disputing the service interruption at *** *** ***The Everything Energy representative explained, due to an error with Ms***'s payments, the service was incorrectly disconnectedA request to reconnect service at *** *** *** was processed and reconnection of service was turned on later that day.
On May 12, 2015, electric service at *** *** *** was disconnected in errorThe Everything Energy representative processed a payment for $and submitted a request to reconnect service.
On May 13, 2015, electric service was reconnected at service address *** *** ***
Resolution
Everything Energy regrets the inconvenience these proceedings may have caused Ms***A review of Ms***'s account confirms two payments of $were attempted and processedThe initial $was processed on April 3, to service address *** *** *** and the second $payment was processed on May 12, to service address *** *** ***. Everything Energy has confirmed two payments attempted by Ms*** were processed to the incorrect accountsMs*** has been contacted and was advised to ensure payments are allocated to the correct account, Everything Energy is requesting Ms*** provide the account number for the corresponding service address when attempting to make payments. No reconnection or disconnection charges will be assessed to either account for the disconnection of service for the discussed datesAs a gesture of good will, a $credit has been applied to service address *** *** *** and a second $credit has been applied to service address *** *** ***
Account Status
The account balance for service address *** *** *** is $and the account balance for service address *** *** *** is $
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
Nancy ***
Customer Support
713-488-***