Everything Energy’s Response to Revdex.com Case #
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At Everything Energy (EE), 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*** is disputing the billing information received and processing of agency assistance pledges for electric service at *** ** *** ** * ***
History
On August 21, 2014, a disconnection notice for $was sent due by September 2,
On September 2, 2014, an invoice for $was sent for the billing period of July 29, through August 27, with a balance forward of $173.55, a disconnect recovery charge of $25.00, a late payment penalty of $and current charges of $
Later that day, a disconnection notice for $was sent due by September 12,
Later that day, Ms*** contacted EE to inquire on a disconnection notice for the account. The EE agent advised that a disconnection notice amount of $would be due by September 2, and of the recent disconnection notice amount of $with the due date of September 12, 2014. Ms*** inquired on the agency pledge for the account. The EE agent advised of only a payment of $from August 5,
On September 3, 2014, Ms*** contacted EE to verify a pledge payment to the account. The EE agent verified that a pledge was noted concerning an incoming payment from an agency for the amount of $148.92. Ms*** asked in the *** ** *** agency had submitted a pledge request. The agent advised that information was sent to the agency to become an authorized agency in order to note the account about a pending payment
Later that day, a payment of $was posted to the account
On September 5, 2014, Ms*** contacted EE to inquire on the status of the account. The EE agent advised of a past due $that would need to be satisfied by September 12, in order to have service remain active for the service address. Ms*** stated that a pledge was initiated from an agency as of August 27, 2014.
Later that day, a payment of $was posted to the account
Resolution
Everything Energy regrets any miscommunication or confusion these proceedings may have caused Ms***. The customer service concerns have been addressed
Although the situation is unfortunate, EE has the right to reject pledges from Social Agencies if they are an unauthorized agent. Authorized agencies are provided a direct phone number to an agency desk to note an incoming pledge for a customer account. If an unauthorized agency contacts EE, they are given the option to become an authorized agency. This is done in order to properly protect a customer from having invalid information placed to their 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
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Everything Energy’s Response to Revdex.com Case# ***IssueMs*** complaint against Everything Energy concerns the invoiced charges for the service at *** *** ***.HistoryInvoicing was sent to Mr*** on July 20, reflecting a total balance of $434.51, of which $was past due;
July 20, invoice attached Per Mr***’ s request, later July 20, 2016, he agreed to set up the past due balance of $on a five month deferred payment plan with a down payment of $due by July 21, Mr*** was advised that a switch hold would be placed on the account until the deferred payment plan was satisfied, at that time, Mr*** processed a payment of $which satisfied the deferred payment plan down payment; however, did not process additional payment to the account in accordance with the deferred payment plan terms As a result, the July 20, deferred payment plan was cancelled on August 8, 2016, leaving a total account past due balance of $352.34. On August 16, 2016, Mr*** contacted Everything Energy advising that he was not able to keep the pervious deferred payment plan agreement and requested that an additional deferred payment plan Mr*** agreed to sthe past due balance of $on a five-month deferred payment plan with a down payment of $ Mr*** was advised that a switch hold would be placed on the account until the deferred payment plan amount had been satisfied At that time, Ms*** processed a payment of $which satisfied the deferred payment plan down payment Correspondence confirming the deferred payment plan was sent on August 17, 2016.On August 19, 2016, an invoice for $was sent for the billing period of July 18, through August 17, with a Balance Forward of $176.17, a Transfer to Deferred Payment Plan of $352.34, a Prepaid Deferred Payment Plan Installment of $176.17, a Deferred Payment Plan Installment of $35.23, a Disconnect Recovery Charge of $ 25.00, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $and Current Charges of 260.07. On August 29, 2016, Mr*** contacted Everything Energy regarding the invoice charges reflected on the August 19, invoice and the status of the deferred payment plan At that time, Mr*** was provided with the terms and status of the deferred payment plan and an explanation of all charges invoiced Additionally, a Disconnect Recovery Charge of $ 25.00, a Disconnect Notice Fee of $and a Late Payment Penalty of $13.11were credited as a courtesyOn September 20, 2016, an invoice for $was sent for the billing period of August 17, through September 16, with a Credit for Disconnect Recovery Charge of $25.00, a Credit for Disconnect Notice Fee of $10.00, a Late Payment Penalty (Reversed Fee) of $13.11, a Deferred Payment Plan Installment of $35.23, a Disconnect Recovery Charge of $ and Current Charges of 202.35.Multiple contacts were received from Mr*** from September 27, through October 10, regarding the status of the deferred payment plan agreement and invoiced fees At that time, he was provided with the status of the deferred payment plan and an explanation of all fees assessed to the account Additionally, on October 10, 2016, Ms***’s deferred payment plan was cancelled due to nonpayment, leaving a remaining balance due from the deferred payment plan of $105.71.On October 19, 2016, an invoice for $was sent for the billing period of September16, through October 17, with a Balance Forward of $214.47, a Deferred Payment Plan Cancelled of $105.71, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $and Current Charges of 162.99.Later on October 19, 2016, two payments totaling $was processed using Everything Energy’s online account management (OAM), satisfying the deferred payment plan balance Correspondence advising Ms*** of the removal of the switch hold was sent on October 20, 2016.Resolution Ms***’s account has been invoiced in accordance with the Terms of Service and per the terms of the Deferred Payment Plan Additionally, as disclosed on the Deferred Payment Agreement Confirmation, “Failure to make payment in accordance with the terms of the agreement of this agreement Upon default of any month’s payment or upon termination, disconnection or cancellation of the electric service, the entire unpaid balance shall become due and owing at once.”Ms***’s service address does not have a switch hold due to an average payment plan, a deferred payment plan or due to a meter tampering with Everything Energy.For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.Yomeko ***Customer Support 713-488-
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
*** *** disputes the amount of *** Airlines award miles credit received for his electric *** account at *** *** **reet
History
On *** **, ***, an email was received from *** *** concerning the amount of *** Airlines award miles credit deposited to his *** Airlines accountAn Everything Energy representative responded to *** *** at *** advising that a request had been processed to review his account.
On *** ** *** and *** ** ***, emails were received from *** *** concerning the amount of *** Airlines award miles credit deposited to his *** Airlines accountAn Everything Energy representative responded to both emails at *** advising *** *** that his *** Airlines award miles credit dispute was currently under review
On *** *** ***, *** *** contacted Everything Energy concerning the amount of *** Airlines award miles credit deposited to his *** Airlines account*** *** requested to speak with a supervisor and his call was connectedThe Everything Energy supervisor advised *** *** that his *** Airlines award miles credit dispute was currently under review and she would contact him at a later date with a status of the dispute
On *** *** ***, an email was received from *** *** concerning the amount of *** Airlines award miles credit deposited to his *** Airlines accountAn Everything Energy representative responded to *** *** at *** advising that his *** Airlines award miles credit dispute was currently under review
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused *** *** and we understand his concerns of not receiving his *** Airlines award miles credit
The issue remains pending at this time*** *** will be contacted after further research is completed
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 ***
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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
Mr*** disputes the amount of Southwest Airlines award miles credit received for his electric service account at *** *** *** *** ***
History
On September 2, 2014, an email was received from Mr*** expressing his concerns with not receiving Southwest Airlines award miles credit
Later on September 2, 2014, an Everything Energy representative sent an email to Mr*** to advise that he will receive award miles credit approximately weeks after June 6, and award miles credit approximately weeks after July 30,
On October 2, 2014, an email was received from Mr*** requesting an update on the posting of his award miles credit to his Southwest Airlines Rapid Rewards account
Later on October 2, 2014, an Everything Energy representative sent an email to Mr*** to advise that a request to investigate his account has been submitted and he will receive an email after the investigation is complete
On October 14, 2014, an email was received from Mr*** expressing his concern with receiving the incorrect award miles creditMr*** stated that he agreed to bonus miles and has not received the award miles credit
Later on October 14, 2014, an Everything Energy representative sent an email to Mr*** advising that a system issue has caused a delay in the processing of the award miles credit and to allow 7-business days for system issue resolution
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused Mr*** A review of Mr*** account determined that due to a system issue, Mr*** award miles credit amounts were not posted correctly
On November 19, 2014, a request was submitted to correct the award miles credit to Mr*** Southwest Airlines Rapid Rewards accountMr*** will be notified once the miles have been awarded to the account
Please see the correction calculation as follows:
SiBonus = 7,
Energy Charge amount reflected August Invoice: $ x points = award miles credit
Energy Charge amount reflected September Invoice: $x points = award miles credit
Additionally, a credit of $will be applied to Mr*** Everything Energy account for his customer experience
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*** is not receiving the correct amount of award miles credit for her electric service at *** *** ***
History
On September 12, 2014, an email was received from Ms*** expressing her concern with receiving the incorrect award miles creditMs*** stated that she is receiving miles per dollar spent and should be receiving miles per dollar spentAdditionally, Ms*** advised that she was awarded bonus miles and she should have been awarded bonus miles
On September 18, 2014, an email was received from Ms*** requesting a breakdown of the awarded miles credit and the date she will receive the corrected award miles credit
On September 22, 2014, an Everything Energy representative sent an email to Ms*** providing the breakdown of the awarded miles credit and requested confirmation that Ms*** was a Southwest Rapid Rewards Club member
On September 23, 2014, an email was received from Ms*** requesting an update for receiving the corrected award miles credit
Later on September 23, 2014, an Everything Energy representative sent an email to Ms*** advising that an investigation was entered and she will be contacted after a response is received
On September 30, 2014, an email was received from Ms*** requesting an update for receiving the corrected award miles credit and providing her rapid rewards number
Later on September 30, 2014, an Everything Energy representative sent an email to Ms*** advising that an investigation was entered and Everything Energy is still awaiting a response
Later on September 30, 2014, an email was received from Ms*** requesting an update for receiving the corrected award miles credit
On October 1, 2014, an email was received from Ms*** requesting an update for receiving the corrected award miles credit
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused Ms***. A review of Ms*** account determined that due to a system issue, Ms*** award miles credit amounts were not posted correctly
On October 7, 2014, a request was submitted to correct the award miles credit to Ms*** *** *** Rapid Rewards account*** *** has confirmed that 9,award miles credit will be posted by October 10,
Please see the correction calculation as follows:
SiBonus = 7,
Energy Charge amount reflected on June Invoice: $x points = award miles credit
Energy Charge amount reflected July Invoice: $x points = award miles credit
Energy Charge amount reflected August Invoice: $x points = award miles credit
Energy Charge amount reflected September Invoice: $x points = award miles credit
Additionally, a credit of $will be applied to Ms*** Everything Energy account for her customer experience
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
***
Revdex.com
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
The Day the Revdex.com complaint when to Everything Energy I received a call from *** *** Customer Support *** and that later that same day received the
*** Everything Energy Electric Activation 5,
I am still due mile bonus as a *** *** credit card member
This is the card my payment is charged to each month by auto pay to Everything Energy
They have also not paid out the of months of Bill mileage correctly
I have only been paid some miles on the *** and *** Bills
My Bills have been:
*** *** *** $*** energy charge $***
*** *** *** $*** energy charge $***
*** *** *** $*** energy charge $***
*** *** *** $*** energy charge $***
*** *** *** $*** energy charge $***
I am assuming that the mile from *** is for the *** BillEnergy Charge for that Bill was $*** x $*** is miles not My Bill is PAID each month by *** *** *** ***So I was missing miles for this month
*** Bill Energy Charge for that Bill was $*** so X $*** is milesI received *** milesIf I assume that the miles here are for the *** Bill I am missing miles
as per contract
Account Details
Account Number ***
Submitted On *** *** *** ** *** **, Central
Partner Selected *** Airlines ***
*** credit cardmembers automatically earn an additional 2,bonus award miles
Earn miles for every $you spend if you are a *** credit cardmember
Miles will be awarded to *** members after completing two months of active *** with Everything Energy
If you are a *** credit cardmember, you will earn award miles for every $spent on the energy charge portion of your monthly bill that is actually billed to and paid for; this excludes TDU delivery charges, taxes and certain non-recurring fees and charges
Please allow 6-weeks after completed qualifying activity for miles to post to your account
Everything Energy’s Response to Revdex.com Case# ***IssueMs*** complaint against Everything Energy concerns the invoiced charges for the service at *** *** ***.HistoryInvoicing was sent to Mr*** on July 20, reflecting a total balance of $434.51, of which
$was past due; July 20, invoice attached Per Mr***’ s request, later July 20, 2016, he agreed to set up the past due balance of $on a five month deferred payment plan with a down payment of $due by July 21, Mr*** was advised that a switch hold would be placed on the account until the deferred payment plan was satisfied, at that time, Mr*** processed a payment of $which satisfied the deferred payment plan down payment; however, did not process additional payment to the account in accordance with the deferred payment plan terms As a result, the July 20, deferred payment plan was cancelled on August 8, 2016, leaving a total account past due balance of $352.34. On August 16, 2016, Mr*** contacted Everything Energy advising that he was not able to keep the pervious deferred payment plan agreement and requested that an additional deferred payment plan Mr*** agreed to sthe past due balance of $on a five-month deferred payment plan with a down payment of $ Mr*** was advised that a switch hold would be placed on the account until the deferred payment plan amount had been satisfied At that time, Ms*** processed a payment of $which satisfied the deferred payment plan down payment Correspondence confirming the deferred payment plan was sent on August 17, 2016.On August 19, 2016, an invoice for $was sent for the billing period of July 18, through August 17, with a Balance Forward of $176.17, a Transfer to Deferred Payment Plan of $352.34, a Prepaid Deferred Payment Plan Installment of $176.17, a Deferred Payment Plan Installment of $35.23, a Disconnect Recovery Charge of $ 25.00, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $and Current Charges of 260.07. On August 29, 2016, Mr*** contacted Everything Energy regarding the invoice charges reflected on the August 19, invoice and the status of the deferred payment plan At that time, Mr*** was provided with the terms and status of the deferred payment plan and an explanation of all charges invoiced Additionally, a Disconnect Recovery Charge of $ 25.00, a Disconnect Notice Fee of $and a Late Payment Penalty of $13.11were credited as a courtesyOn September 20, 2016, an invoice for $was sent for the billing period of August 17, through September 16, with a Credit for Disconnect Recovery Charge of $25.00, a Credit for Disconnect Notice Fee of $10.00, a Late Payment Penalty (Reversed Fee) of $13.11, a Deferred Payment Plan Installment of $35.23, a Disconnect Recovery Charge of $ and Current Charges of 202.35.Multiple contacts were received from Mr*** from September 27, through October 10, regarding the status of the deferred payment plan agreement and invoiced fees At that time, he was provided with the status of the deferred payment plan and an explanation of all fees assessed to the account Additionally, on October 10, 2016, Ms***’s deferred payment plan was cancelled due to nonpayment, leaving a remaining balance due from the deferred payment plan of $105.71.On October 19, 2016, an invoice for $was sent for the billing period of September16, through October 17, with a Balance Forward of $214.47, a Deferred Payment Plan Cancelled of $105.71, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $and Current Charges of 162.99.Later on October 19, 2016, two payments totaling $was processed using Everything Energy’s online account management (OAM), satisfying the deferred payment plan balance Correspondence advising Ms*** of the removal of the switch hold was sent on October 20, 2016.Resolution Ms***’s account has been invoiced in accordance with the Terms of Service and per the terms of the Deferred Payment Plan Additionally, as disclosed on the Deferred Payment Agreement Confirmation, “Failure to make payment in accordance with the terms of the agreement of this agreement Upon default of any month’s payment or upon termination, disconnection or cancellation of the electric service, the entire unpaid balance shall become due and owing at once.”Ms***’s service address does not have a switch hold due to an average payment plan, a deferred payment plan or due to a meter tampering with Everything Energy.For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.Yomeko ***Customer Support 713-488-
Revdex.com:
This letter is to inform you that Everything Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/*/
10:16:PM and assigned ID ***
They called me the day after my complaint was filed and were very friendly, helpful and personable I only wish I did not have to go to this extent to receive good customer service
Regards,
*** ***
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
*** disputes the amount of *** Rapid Reward points received for his electric service account at *** *** ***
History
On *** *** ***, an email was received from *** concerning the amount of *** Airlines Rapid Reward points deposited to his *** Airlines accountAn Everything Energy representative responded to *** at *** asking *** to provide his *** Airlines member number and advising that a correction will be sent in two to three weeks
On *** *** ***, an email was received from *** providing his *** Airlines member number
On *** *** ***, *** contacted Everything Energy concerning the amount of *** Airlines Rapid Reward points deposited to his *** Airlines accountAt that time a request was processed to investigate ***’s account
On *** *** ***, a request was submitted to award *** Rapid Rewards Points, an Everything Energy representative attempted to contact *** and provide an update, but was unsuccessful and provided a voice mail message
On *** ** ***, an email was received from *** concerning the amount of *** Airlines Rapid Reward points deposited to his *** Airlines accountAn Everything Energy representative responded to *** at *** advising that an Everything Energy representative attempted to contact him on *** *** *** to advise that Rapid Rewards Points have been awarded and are scheduled to post his *** Airlines account on *** ** ***
Later on *** ** ***, *** contacted Everything Energy concerning the amount of *** Airlines Rapid Reward points deposited to his *** Airlines account and requested to speak with a specific representativeThe Everything Energy representative advised *** that she was unable to locate the specific representative and the call was dropped
On *** ** ***, an email was received from *** concerning the inability to speak with a specific representative regarding the amount of *** Airlines Rapid Reward points deposited to his *** Airlines accountAn Everything Energy representative responded to *** at *** advising that the dispute was currently under review and Everything Energy will contact him with a status at a later date
On *** *** ***, an email was received from *** concerning the amount of *** Airlines Rapid Reward points deposited to his *** Airlines accountAn Everything Energy representative responded to *** at *** advising that the dispute was currently under review and to allow at least business days for resolution
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused *** and we understand his concerns of not receiving his *** Airlines Rapid Reward points
The issue remains pending at this time*** will be contacted after further research is completed
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 # ***
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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
Mr*** is disputing the delay in receiving the *** *** award miles credit for his electric service account at Chipping Way
History
On October 15, 2014, Mr*** submitted an enrollment request online for his electric service account at *** *** *** to start October 31, Mr*** signed up for the Everyday Plus *** plan which provided 5,*** *** award miles after completing two months of active service with Everything Energy and miles per every $spent on the energy charge portion of the monthly invoices
On October 21, 2014, an email was sent to ***@yahoo.com, requesting Mr*** contact Everything Energy and provide his *** *** mileage rewards number to process the awarded miles per the Everyday Plus *** plan
On January 26, 2015, Mr*** contacted Everything Energy requesting status of the American Airline award milesThe Everything Energy representative requested Mr*** allows 2-weeks for the award miles to appear on his accountMr*** was instructed to contact Everything Energy if at that time his account did not reflect any award miles, at which point a request to expedite the posting of Mr***’ s award miles could be submitted
On February 20, 2015, Mr*** contacted Everything Energy stating the award miles had not posted to his *** *** accountThe Everything Energy representative confirmed the initial 5,*** *** award miles had been successfully processed to his Everything Energy account in addition to another *** *** award miles per his monthly invoicingThe Everything Energy representative submitted a request to have Mr***’ s *** *** award mileage on his *** *** account reflect his Everything Energy accountMr*** was advised the posting of the miles could take up to business daysMr*** requested a call back once the mileage was added to his account
On March 10, 2015, Mr*** submitted an email requesting an immediate resolutionThe Everything Energy representative submitted a request to expedite the posting of the awarded mileage to Mr***’s *** *** account
A response was received confirming the initial 5,and the accrued *** *** award miles where scheduled to post on Mr***’ s *** *** account on March 16,
On March 16, 2015, the initial 5,and the accrued *** *** award miles posted to Mr***’ s *** *** account
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused Mr***A review of Mr***’ s account determined that due to a system issue, Mr***’ s *** *** award miles credit postings were delayedIf Mr*** would like to terminate his Everyday Plus *** contract with Everything Energy please contact Everything Energy below
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 S***
Customer Support
713-488-
Everything Energy’s Response to Revdex.com Case# ***IssueMs***’s complaint on behalf of *** *** *** against Everything Energy concerns the invoiced charges for the service at *** *** ***.Resolution On November 9, 2016, a Pennywise Power representative contacted Ms***
and advised that a request was submitted to investigate the invoiced charges at *** *** ***.The issue remains pending at this timeMs*** 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.Yomeko ***Customer Support 713-488-
Everything Energy's Response to Revdex.com Case # [redacted]
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[redacted] is not receiving [redacted] award miles credit for her electric service account at [redacted]
History
On August 19, 2014, [redacted] contacted Everything Energy to dispute not receiving her award miles credit. At that time, a request was processed to investigate [redacted] account
On September 4, 2014, [redacted] contacted Everything Energy for a status of the investigation of her award miles credit[redacted] was advised that the investigtion is still in review and to contact United Airlines
Later on September 4, 2014, [redacted] contacted Everything Energy and her call was transferred to a supervisorThe Everything Energy supervisor advised [redacted] that a request to escalate the investigation will be submitted and Everything Energy will contact her regarding the status
On September 8, 2014, [redacted] contacted Everything Energy for a status of the investigation of her award miles credit[redacted] was advised that the investigtion is still open and has been escalated
On September 12, 2014, [redacted] contacted Everything Energy and her call was transferred to a supervisorThe Everything Energy supervisor advised [redacted] that the award miles credit investigation is still in review
On September 16, 2014, a letter was received from [redacted] expressing her concern with delays in receiving her award miles credit
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused [redacted]. A review of [redacted] account determined that due to a system issue, [redacted] award miles credit postings were delayed
On September 30, 2014, award miles credit totaling 6,was posted to [redacted] account
United Airlines has confirmed 3,award miles credit will post to [redacted] account by October 3,
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 [redacted]/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]
###-###-####
Everything Energy's Response to Revdex.com Case # [redacted]
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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
[redacted] is disputing the switch hold on the electric service account at [redacted]
History
On December 9, 2014, an invoice for $was sent for the billing period of November 5, to December 5, with a balance forward of $and current charges of $due December 29,
On January 2, 2015, a Disconnection Notice for $was sent with a due date of January 12,
On January 12, 2015, [redacted] contacted Everything Energy requesting payment arrangements for the Disconnection Notice amount of $The Everything Energy representative advised [redacted] as a courtesy, a deferred payment plan could be provided in which (5) equal installments of $would be due with the following subsequent monthly invoices, with the initial payment of $being required by January 16, Additionally, [redacted] was informed of the switch hold which would be placed on her account until the total deferred payment plan amount was satisfied, and once satisfied the switch hold would be removed within business days[redacted] agreed to the deferred payment plan agreement terms, stating she would pay the total deferred payment plan amount in one paymentThe Everything Energy representative advised [redacted] if she wished to satisfy the total deferred payment balance in one payment the deferred payment plan would first need to be deactivated; therefore [redacted] would need to speak to a representative who would deactivate the deferred payment plan and correctly apply her payment
On January 18, 2015, [redacted] processed a $payment via the automated system
On January 19, 2015, the deferred payment plan was deactivated due to [redacted]'s payment not being received by January 16,
On January 20, 2015, a disconnection notice was sent for $due January 30,
On January 30, 2015, [redacted] contacted Everything Energy disputing the January 20, disconnection notice and the switch hold placed on her accountThe Everything Energy representative explained how because the deferred payment plan was not deactivated prior to processing the $payment on her account, the deferred payment plan was active therefore $was applied to the deferred payment plan which was the first installment and the remaining $was applied to the current balance[redacted] states she was not aware she would need to speak to a representative to deactivate the deferred payment plan and requested additional time to pay the Disconnection Notice amount of $As a courtesy, the Everything Energy representative placed a month deferred payment plan for $on the account with a new due date of February 5, MrsBuchanan was mailed the corresponding deferred payment plan agreement
On February 8, 2015, [redacted] processed a $payment via the automated system
On February 17, 2015, [redacted] contacted Everything Energy disputing the switch hold on her accountThe Everything Energy representative explained the deferred payment plan should have been deactivated prior to [redacted] submitting her $payment in order for the past due amount to be satisfiedAdditionally, [redacted] was advised a switch hold remained on the account until the total deferred payment plan amount was satisfiedOnce the total deferred payment plan was satisfied, the switch hold would be removed within business days[redacted] made a payment of $to her account satisfying the total balance on the January 12, deferred payment plan
On March 10, 2015, an invoice for $was sent for the billing period of February 5, to March 6, which included a balance forward of $and current charges of $due March 26,
On March 16, 2015, [redacted] contacted Everything Energy disputing the switch hold on her accountThe Everything Energy representative submitted a request to have the switch hold removed from [redacted]'s accountLater that day, the switch hold was removed from Ms Buchanan's accountA switch request was received later that day closing [redacted]'s account with Everything Energy
On March 17, 2015, correspondence confirming the switch hold removal was sent to [redacted]
Resolution
Everything Energy removed the switch hold on [redacted]'s' account on March 16, [redacted] switched to a different provider closing her Everything Energy account on March 16, 2015, leaving a balance of $
Several attempts have been made to contact [redacted] however unsuccessfulVoice messages have been left requesting a call back at her earliest convenience
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
713-488-
Everything Energy's Response to Revdex.com Case # [redacted]
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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
Mr[redacted] disputes not receiving award miles credit for her electric service account at [redacted]
History
On September 18, 2014, Mr[redacted] contacted Everything Energy to dispute not receiving his award miles credit. At that time, a request was processed to investigate Mr[redacted]' account
On October 2, 2014, Mr[redacted] contacted Everything Energy for a status of the investigation of his award miles creditMr[redacted] was advised that the investigation is still under review
On October 27, 2014, Mr[redacted] contacted Everything Energy for a status of the investigation of his award miles credit. The Everything Energy supervisor advised Mr[redacted] that a request to escalate the investigation will be submitted and Everything Energy will contact him regarding the status
On November 18, 2014, Mr[redacted] contacted Everything Energy by email for a status of the investigation of his award miles credit. A response was given the same date advising that the issue had been escalated.
On January 6, 2015, Mr[redacted] contacted Everything Energy by email for a status of the investigation of his award miles credit. A response was given on January 7, advising that the issue had been escalated
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused Mr[redacted]. A review of Mr[redacted]' account determined that due to a system issue, Mr[redacted]' award miles credit postings were delayed
On January 14, 2015, a request was submitted to correct the award miles credit to Mr[redacted] Airlines account. Mr[redacted] will be contacted once the miles have been confirmed to the account.
Bern H[redacted]
Customer Support
713-488-[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
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 #[redacted]
[redacted]', serif; color: black;">
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. [redacted] states that Everything Energy is not crediting payments made to her electric service account at [redacted] timely.
History
On February 13, 2014, an invoice for $72.60 was sent for the billing period of January 10, 2014 through February 10, 2014 with a credit balance forward of $1.68 and total current electricity charges of $74.28.
On February 13, 2014, a payment of $65.00 posted to Ms. [redacted]’s account.
On February 26, 2014, a payment of $7.60 posted to Ms. [redacted]’s account.
On March 14, 2014, an invoice for $65.26 was sent for the billing period of February 10, 2014 through March 11, 2014.
On March 17, 2014, Ms. [redacted] contacted Everything Energy regarding the timeframe for a payment to post to her electric service account after it has cleared her financial institution and was provided with alternate options for making payments which post to her account immediately. Ms. [redacted] requested to speak with a supervisor and was offered a supervisor callback; however, declined.
Later on March 17, 2014, Ms. [redacted] contacted Everything Energy via email and advised that a payment of $70.00 which had cleared her financial institution had not been updated on the Everything Energy website. An Everything Energy representative sent Ms. [redacted] a response via email advising that Everything Energy had not received or processed her check and that her payment may show as cleared because her financial institution drafted the funds when they sent the payment. Ms. [redacted] was also provided with alternate options for making payments to her electric service account which would post immediately.
On March 18, 2014, Ms. [redacted] contacted Everything Energy via email and advised that her financial institution issued a paper check which had cleared her account and included accompanying documents. At that time, an Everything Energy representative forwarded Ms. [redacted]’s documents to Everything Energy’s Payment Inquiries Department for further review.
On March 19, 2014, an Everything Energy representative determined that Ms. [redacted]’s payment incorrectly referenced another customer’s account. At that time, the Everything Energy representative removed the payment from the other customer’s account and applied it to Ms. [redacted]’s account.
Later on March 19, 2014, Ms. [redacted] contacted Everything Energy with a third party from Ms. [redacted]’s financial institution inquiring about the status of Ms. [redacted]’s missing payment. Ms. [redacted] was advised that her payment of $70.00 was applied to her account.
On March 20, 2014, an Everything Energy representative contacted Ms. [redacted] via email providing the status of her missing payment investigation and provided her with the current account balance.
Resolution
Ms. [redacted]’s account has been invoiced in accordance with her Terms of Service. No late payment penalties have been applied to Ms. [redacted]’s account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
Customer Support
[redacted]
Everything Energy’s Response to Revdex.com Case# [redacted]IssueMs. [redacted]’s complaint on behalf of [redacted] against Everything Energy concerns the invoiced charges for the service at [redacted].Resolution On November 9, 2016, a Pennywise Power representative...
contacted Ms. [redacted] and advised that a request was submitted to investigate the invoiced charges at [redacted].The issue remains pending at this time. Ms. [redacted] will be contacted after a response is received.For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.Yomeko [redacted]Customer Support 713-488-8614
On May 29 2015, a request was submitted to correct the MileagePlus award miles credit to Ms. [redacted]'s [redacted]s account. The issue remains pending at this time. Ms. [redacted] will be contacted after a response is received.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
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. My reason is I paid 248.26 3 times 2 as an exact payment the other in a split payment this company has fail me as a service provided and when my contract is up I will no longer use their service I dont like the poor service they provid and $25 credit is a poor excuse for them taking customers money and making the same mistakes over and over again.[Provide details of why you are not satisfied with this resolution.]
Regards,
Everything Energy’s Response to Revdex.com Case #
windowtext;">***
At Everything Energy (EE), 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*** is disputing the billing information received and processing of agency assistance pledges for electric service at *** ** *** ** * ***
History
On August 21, 2014, a disconnection notice for $was sent due by September 2,
On September 2, 2014, an invoice for $was sent for the billing period of July 29, through August 27, with a balance forward of $173.55, a disconnect recovery charge of $25.00, a late payment penalty of $and current charges of $
Later that day, a disconnection notice for $was sent due by September 12,
Later that day, Ms*** contacted EE to inquire on a disconnection notice for the account. The EE agent advised that a disconnection notice amount of $would be due by September 2, and of the recent disconnection notice amount of $with the due date of September 12, 2014. Ms*** inquired on the agency pledge for the account. The EE agent advised of only a payment of $from August 5,
On September 3, 2014, Ms*** contacted EE to verify a pledge payment to the account. The EE agent verified that a pledge was noted concerning an incoming payment from an agency for the amount of $148.92. Ms*** asked in the *** ** *** agency had submitted a pledge request. The agent advised that information was sent to the agency to become an authorized agency in order to note the account about a pending payment
Later that day, a payment of $was posted to the account
On September 5, 2014, Ms*** contacted EE to inquire on the status of the account. The EE agent advised of a past due $that would need to be satisfied by September 12, in order to have service remain active for the service address. Ms*** stated that a pledge was initiated from an agency as of August 27, 2014.
Later that day, a payment of $was posted to the account
Resolution
Everything Energy regrets any miscommunication or confusion these proceedings may have caused Ms***. The customer service concerns have been addressed
Although the situation is unfortunate, EE has the right to reject pledges from Social Agencies if they are an unauthorized agent. Authorized agencies are provided a direct phone number to an agency desk to note an incoming pledge for a customer account. If an unauthorized agency contacts EE, they are given the option to become an authorized agency. This is done in order to properly protect a customer from having invalid information placed to their 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
###-###-####
Everything Energy’s Response to Revdex.com Case# ***IssueMs*** complaint against Everything Energy concerns the invoiced charges for the service at *** *** ***.HistoryInvoicing was sent to Mr*** on July 20, reflecting a total balance of $434.51, of which $was past due;
July 20, invoice attached Per Mr***’ s request, later July 20, 2016, he agreed to set up the past due balance of $on a five month deferred payment plan with a down payment of $due by July 21, Mr*** was advised that a switch hold would be placed on the account until the deferred payment plan was satisfied, at that time, Mr*** processed a payment of $which satisfied the deferred payment plan down payment; however, did not process additional payment to the account in accordance with the deferred payment plan terms As a result, the July 20, deferred payment plan was cancelled on August 8, 2016, leaving a total account past due balance of $352.34. On August 16, 2016, Mr*** contacted Everything Energy advising that he was not able to keep the pervious deferred payment plan agreement and requested that an additional deferred payment plan Mr*** agreed to sthe past due balance of $on a five-month deferred payment plan with a down payment of $ Mr*** was advised that a switch hold would be placed on the account until the deferred payment plan amount had been satisfied At that time, Ms*** processed a payment of $which satisfied the deferred payment plan down payment Correspondence confirming the deferred payment plan was sent on August 17, 2016.On August 19, 2016, an invoice for $was sent for the billing period of July 18, through August 17, with a Balance Forward of $176.17, a Transfer to Deferred Payment Plan of $352.34, a Prepaid Deferred Payment Plan Installment of $176.17, a Deferred Payment Plan Installment of $35.23, a Disconnect Recovery Charge of $ 25.00, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $and Current Charges of 260.07. On August 29, 2016, Mr*** contacted Everything Energy regarding the invoice charges reflected on the August 19, invoice and the status of the deferred payment plan At that time, Mr*** was provided with the terms and status of the deferred payment plan and an explanation of all charges invoiced Additionally, a Disconnect Recovery Charge of $ 25.00, a Disconnect Notice Fee of $and a Late Payment Penalty of $13.11were credited as a courtesyOn September 20, 2016, an invoice for $was sent for the billing period of August 17, through September 16, with a Credit for Disconnect Recovery Charge of $25.00, a Credit for Disconnect Notice Fee of $10.00, a Late Payment Penalty (Reversed Fee) of $13.11, a Deferred Payment Plan Installment of $35.23, a Disconnect Recovery Charge of $ and Current Charges of 202.35.Multiple contacts were received from Mr*** from September 27, through October 10, regarding the status of the deferred payment plan agreement and invoiced fees At that time, he was provided with the status of the deferred payment plan and an explanation of all fees assessed to the account Additionally, on October 10, 2016, Ms***’s deferred payment plan was cancelled due to nonpayment, leaving a remaining balance due from the deferred payment plan of $105.71.On October 19, 2016, an invoice for $was sent for the billing period of September16, through October 17, with a Balance Forward of $214.47, a Deferred Payment Plan Cancelled of $105.71, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $and Current Charges of 162.99.Later on October 19, 2016, two payments totaling $was processed using Everything Energy’s online account management (OAM), satisfying the deferred payment plan balance Correspondence advising Ms*** of the removal of the switch hold was sent on October 20, 2016.Resolution Ms***’s account has been invoiced in accordance with the Terms of Service and per the terms of the Deferred Payment Plan Additionally, as disclosed on the Deferred Payment Agreement Confirmation, “Failure to make payment in accordance with the terms of the agreement of this agreement Upon default of any month’s payment or upon termination, disconnection or cancellation of the electric service, the entire unpaid balance shall become due and owing at once.”Ms***’s service address does not have a switch hold due to an average payment plan, a deferred payment plan or due to a meter tampering with Everything Energy.For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.Yomeko ***Customer Support 713-488-
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
*** *** disputes the amount of *** Airlines award miles credit received for his electric *** account at *** *** **reet
History
On *** **, ***, an email was received from *** *** concerning the amount of *** Airlines award miles credit deposited to his *** Airlines accountAn Everything Energy representative responded to *** *** at *** advising that a request had been processed to review his account.
On *** ** *** and *** ** ***, emails were received from *** *** concerning the amount of *** Airlines award miles credit deposited to his *** Airlines accountAn Everything Energy representative responded to both emails at *** advising *** *** that his *** Airlines award miles credit dispute was currently under review
On *** *** ***, *** *** contacted Everything Energy concerning the amount of *** Airlines award miles credit deposited to his *** Airlines account*** *** requested to speak with a supervisor and his call was connectedThe Everything Energy supervisor advised *** *** that his *** Airlines award miles credit dispute was currently under review and she would contact him at a later date with a status of the dispute
On *** *** ***, an email was received from *** *** concerning the amount of *** Airlines award miles credit deposited to his *** Airlines accountAn Everything Energy representative responded to *** *** at *** advising that his *** Airlines award miles credit dispute was currently under review
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused *** *** and we understand his concerns of not receiving his *** Airlines award miles credit
The issue remains pending at this time*** *** will be contacted after further research is completed
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 ***
class="MsoListParagraph" "MARGIN: 0in 0in 0pt">
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*** disputes the amount of Southwest Airlines award miles credit received for his electric service account at *** *** *** *** ***
History
On September 2, 2014, an email was received from Mr*** expressing his concerns with not receiving Southwest Airlines award miles credit
Later on September 2, 2014, an Everything Energy representative sent an email to Mr*** to advise that he will receive award miles credit approximately weeks after June 6, and award miles credit approximately weeks after July 30,
On October 2, 2014, an email was received from Mr*** requesting an update on the posting of his award miles credit to his Southwest Airlines Rapid Rewards account
Later on October 2, 2014, an Everything Energy representative sent an email to Mr*** to advise that a request to investigate his account has been submitted and he will receive an email after the investigation is complete
On October 14, 2014, an email was received from Mr*** expressing his concern with receiving the incorrect award miles creditMr*** stated that he agreed to bonus miles and has not received the award miles credit
Later on October 14, 2014, an Everything Energy representative sent an email to Mr*** advising that a system issue has caused a delay in the processing of the award miles credit and to allow 7-business days for system issue resolution
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused Mr*** A review of Mr*** account determined that due to a system issue, Mr*** award miles credit amounts were not posted correctly
On November 19, 2014, a request was submitted to correct the award miles credit to Mr*** Southwest Airlines Rapid Rewards accountMr*** will be notified once the miles have been awarded to the account
Please see the correction calculation as follows:
SiBonus = 7,
Energy Charge amount reflected August Invoice: $ x points = award miles credit
Energy Charge amount reflected September Invoice: $x points = award miles credit
Additionally, a credit of $will be applied to Mr*** Everything Energy account for his customer experience
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*** is not receiving the correct amount of award miles credit for her electric service at *** *** ***
History
On September 12, 2014, an email was received from Ms*** expressing her concern with receiving the incorrect award miles creditMs*** stated that she is receiving miles per dollar spent and should be receiving miles per dollar spentAdditionally, Ms*** advised that she was awarded bonus miles and she should have been awarded bonus miles
On September 18, 2014, an email was received from Ms*** requesting a breakdown of the awarded miles credit and the date she will receive the corrected award miles credit
On September 22, 2014, an Everything Energy representative sent an email to Ms*** providing the breakdown of the awarded miles credit and requested confirmation that Ms*** was a Southwest Rapid Rewards Club member
On September 23, 2014, an email was received from Ms*** requesting an update for receiving the corrected award miles credit
Later on September 23, 2014, an Everything Energy representative sent an email to Ms*** advising that an investigation was entered and she will be contacted after a response is received
On September 30, 2014, an email was received from Ms*** requesting an update for receiving the corrected award miles credit and providing her rapid rewards number
Later on September 30, 2014, an Everything Energy representative sent an email to Ms*** advising that an investigation was entered and Everything Energy is still awaiting a response
Later on September 30, 2014, an email was received from Ms*** requesting an update for receiving the corrected award miles credit
On October 1, 2014, an email was received from Ms*** requesting an update for receiving the corrected award miles credit
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused Ms***. A review of Ms*** account determined that due to a system issue, Ms*** award miles credit amounts were not posted correctly
On October 7, 2014, a request was submitted to correct the award miles credit to Ms*** *** *** Rapid Rewards account*** *** has confirmed that 9,award miles credit will be posted by October 10,
Please see the correction calculation as follows:
SiBonus = 7,
Energy Charge amount reflected on June Invoice: $x points = award miles credit
Energy Charge amount reflected July Invoice: $x points = award miles credit
Energy Charge amount reflected August Invoice: $x points = award miles credit
Energy Charge amount reflected September Invoice: $x points = award miles credit
Additionally, a credit of $will be applied to Ms*** Everything Energy account for her customer experience
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
***
Revdex.com
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
The Day the Revdex.com complaint when to Everything Energy I received a call from *** *** Customer Support *** and that later that same day received the
*** Everything Energy Electric Activation 5,
I am still due mile bonus as a *** *** credit card member
This is the card my payment is charged to each month by auto pay to Everything Energy
They have also not paid out the of months of Bill mileage correctly
I have only been paid some miles on the *** and *** Bills
My Bills have been:
*** *** *** $*** energy charge $***
*** *** *** $*** energy charge $***
*** *** *** $*** energy charge $***
*** *** *** $*** energy charge $***
*** *** *** $*** energy charge $***
I am assuming that the mile from *** is for the *** BillEnergy Charge for that Bill was $*** x $*** is miles not My Bill is PAID each month by *** *** *** ***So I was missing miles for this month
*** Bill Energy Charge for that Bill was $*** so X $*** is milesI received *** milesIf I assume that the miles here are for the *** Bill I am missing miles
as per contract
Account Details
Account Number ***
Submitted On *** *** *** ** *** **, Central
Partner Selected *** Airlines ***
*** credit cardmembers automatically earn an additional 2,bonus award miles
Earn miles for every $you spend if you are a *** credit cardmember
Miles will be awarded to *** members after completing two months of active *** with Everything Energy
If you are a *** credit cardmember, you will earn award miles for every $spent on the energy charge portion of your monthly bill that is actually billed to and paid for; this excludes TDU delivery charges, taxes and certain non-recurring fees and charges
Please allow 6-weeks after completed qualifying activity for miles to post to your account
Everything Energy’s Response to Revdex.com Case# ***IssueMs*** complaint against Everything Energy concerns the invoiced charges for the service at *** *** ***.HistoryInvoicing was sent to Mr*** on July 20, reflecting a total balance of $434.51, of which
$was past due; July 20, invoice attached Per Mr***’ s request, later July 20, 2016, he agreed to set up the past due balance of $on a five month deferred payment plan with a down payment of $due by July 21, Mr*** was advised that a switch hold would be placed on the account until the deferred payment plan was satisfied, at that time, Mr*** processed a payment of $which satisfied the deferred payment plan down payment; however, did not process additional payment to the account in accordance with the deferred payment plan terms As a result, the July 20, deferred payment plan was cancelled on August 8, 2016, leaving a total account past due balance of $352.34. On August 16, 2016, Mr*** contacted Everything Energy advising that he was not able to keep the pervious deferred payment plan agreement and requested that an additional deferred payment plan Mr*** agreed to sthe past due balance of $on a five-month deferred payment plan with a down payment of $ Mr*** was advised that a switch hold would be placed on the account until the deferred payment plan amount had been satisfied At that time, Ms*** processed a payment of $which satisfied the deferred payment plan down payment Correspondence confirming the deferred payment plan was sent on August 17, 2016.On August 19, 2016, an invoice for $was sent for the billing period of July 18, through August 17, with a Balance Forward of $176.17, a Transfer to Deferred Payment Plan of $352.34, a Prepaid Deferred Payment Plan Installment of $176.17, a Deferred Payment Plan Installment of $35.23, a Disconnect Recovery Charge of $ 25.00, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $and Current Charges of 260.07. On August 29, 2016, Mr*** contacted Everything Energy regarding the invoice charges reflected on the August 19, invoice and the status of the deferred payment plan At that time, Mr*** was provided with the terms and status of the deferred payment plan and an explanation of all charges invoiced Additionally, a Disconnect Recovery Charge of $ 25.00, a Disconnect Notice Fee of $and a Late Payment Penalty of $13.11were credited as a courtesyOn September 20, 2016, an invoice for $was sent for the billing period of August 17, through September 16, with a Credit for Disconnect Recovery Charge of $25.00, a Credit for Disconnect Notice Fee of $10.00, a Late Payment Penalty (Reversed Fee) of $13.11, a Deferred Payment Plan Installment of $35.23, a Disconnect Recovery Charge of $ and Current Charges of 202.35.Multiple contacts were received from Mr*** from September 27, through October 10, regarding the status of the deferred payment plan agreement and invoiced fees At that time, he was provided with the status of the deferred payment plan and an explanation of all fees assessed to the account Additionally, on October 10, 2016, Ms***’s deferred payment plan was cancelled due to nonpayment, leaving a remaining balance due from the deferred payment plan of $105.71.On October 19, 2016, an invoice for $was sent for the billing period of September16, through October 17, with a Balance Forward of $214.47, a Deferred Payment Plan Cancelled of $105.71, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $and Current Charges of 162.99.Later on October 19, 2016, two payments totaling $was processed using Everything Energy’s online account management (OAM), satisfying the deferred payment plan balance Correspondence advising Ms*** of the removal of the switch hold was sent on October 20, 2016.Resolution Ms***’s account has been invoiced in accordance with the Terms of Service and per the terms of the Deferred Payment Plan Additionally, as disclosed on the Deferred Payment Agreement Confirmation, “Failure to make payment in accordance with the terms of the agreement of this agreement Upon default of any month’s payment or upon termination, disconnection or cancellation of the electric service, the entire unpaid balance shall become due and owing at once.”Ms***’s service address does not have a switch hold due to an average payment plan, a deferred payment plan or due to a meter tampering with Everything Energy.For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.Yomeko ***Customer Support 713-488-
Revdex.com:
This letter is to inform you that Everything Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/*/
10:16:PM and assigned ID ***
They called me the day after my complaint was filed and were very friendly, helpful and personable I only wish I did not have to go to this extent to receive good customer service
Regards,
*** ***
Everything Energy’s Response to Revdex.com Case # ***
"MARGIN: 0in 0in 0pt">
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
*** disputes the amount of *** Rapid Reward points received for his electric service account at *** *** ***
History
On *** *** ***, an email was received from *** concerning the amount of *** Airlines Rapid Reward points deposited to his *** Airlines accountAn Everything Energy representative responded to *** at *** asking *** to provide his *** Airlines member number and advising that a correction will be sent in two to three weeks
On *** *** ***, an email was received from *** providing his *** Airlines member number
On *** *** ***, *** contacted Everything Energy concerning the amount of *** Airlines Rapid Reward points deposited to his *** Airlines accountAt that time a request was processed to investigate ***’s account
On *** *** ***, a request was submitted to award *** Rapid Rewards Points, an Everything Energy representative attempted to contact *** and provide an update, but was unsuccessful and provided a voice mail message
On *** ** ***, an email was received from *** concerning the amount of *** Airlines Rapid Reward points deposited to his *** Airlines accountAn Everything Energy representative responded to *** at *** advising that an Everything Energy representative attempted to contact him on *** *** *** to advise that Rapid Rewards Points have been awarded and are scheduled to post his *** Airlines account on *** ** ***
Later on *** ** ***, *** contacted Everything Energy concerning the amount of *** Airlines Rapid Reward points deposited to his *** Airlines account and requested to speak with a specific representativeThe Everything Energy representative advised *** that she was unable to locate the specific representative and the call was dropped
On *** ** ***, an email was received from *** concerning the inability to speak with a specific representative regarding the amount of *** Airlines Rapid Reward points deposited to his *** Airlines accountAn Everything Energy representative responded to *** at *** advising that the dispute was currently under review and Everything Energy will contact him with a status at a later date
On *** *** ***, an email was received from *** concerning the amount of *** Airlines Rapid Reward points deposited to his *** Airlines accountAn Everything Energy representative responded to *** at *** advising that the dispute was currently under review and to allow at least business days for resolution
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused *** and we understand his concerns of not receiving his *** Airlines Rapid Reward points
The issue remains pending at this time*** will be contacted after further research is completed
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 # ***
"MARGIN: 0in 0in 0pt">
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*** is disputing the delay in receiving the *** *** award miles credit for his electric service account at Chipping Way
History
On October 15, 2014, Mr*** submitted an enrollment request online for his electric service account at *** *** *** to start October 31, Mr*** signed up for the Everyday Plus *** plan which provided 5,*** *** award miles after completing two months of active service with Everything Energy and miles per every $spent on the energy charge portion of the monthly invoices
On October 21, 2014, an email was sent to ***@yahoo.com, requesting Mr*** contact Everything Energy and provide his *** *** mileage rewards number to process the awarded miles per the Everyday Plus *** plan
On January 26, 2015, Mr*** contacted Everything Energy requesting status of the American Airline award milesThe Everything Energy representative requested Mr*** allows 2-weeks for the award miles to appear on his accountMr*** was instructed to contact Everything Energy if at that time his account did not reflect any award miles, at which point a request to expedite the posting of Mr***’ s award miles could be submitted
On February 20, 2015, Mr*** contacted Everything Energy stating the award miles had not posted to his *** *** accountThe Everything Energy representative confirmed the initial 5,*** *** award miles had been successfully processed to his Everything Energy account in addition to another *** *** award miles per his monthly invoicingThe Everything Energy representative submitted a request to have Mr***’ s *** *** award mileage on his *** *** account reflect his Everything Energy accountMr*** was advised the posting of the miles could take up to business daysMr*** requested a call back once the mileage was added to his account
On March 10, 2015, Mr*** submitted an email requesting an immediate resolutionThe Everything Energy representative submitted a request to expedite the posting of the awarded mileage to Mr***’s *** *** account
A response was received confirming the initial 5,and the accrued *** *** award miles where scheduled to post on Mr***’ s *** *** account on March 16,
On March 16, 2015, the initial 5,and the accrued *** *** award miles posted to Mr***’ s *** *** account
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused Mr***A review of Mr***’ s account determined that due to a system issue, Mr***’ s *** *** award miles credit postings were delayedIf Mr*** would like to terminate his Everyday Plus *** contract with Everything Energy please contact Everything Energy below
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 S***
Customer Support
713-488-
Everything Energy’s Response to Revdex.com Case# ***IssueMs***’s complaint on behalf of *** *** *** against Everything Energy concerns the invoiced charges for the service at *** *** ***.Resolution On November 9, 2016, a Pennywise Power representative contacted Ms***
and advised that a request was submitted to investigate the invoiced charges at *** *** ***.The issue remains pending at this timeMs*** 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.Yomeko ***Customer Support 713-488-
Everything Energy's Response to Revdex.com Case # [redacted]
"margin: 0in 0in 0pt;">Issue
[redacted] is not receiving [redacted] award miles credit for her electric service account at [redacted]
History
On August 19, 2014, [redacted] contacted Everything Energy to dispute not receiving her award miles credit. At that time, a request was processed to investigate [redacted] account
On September 4, 2014, [redacted] contacted Everything Energy for a status of the investigation of her award miles credit[redacted] was advised that the investigtion is still in review and to contact United Airlines
Later on September 4, 2014, [redacted] contacted Everything Energy and her call was transferred to a supervisorThe Everything Energy supervisor advised [redacted] that a request to escalate the investigation will be submitted and Everything Energy will contact her regarding the status
On September 8, 2014, [redacted] contacted Everything Energy for a status of the investigation of her award miles credit[redacted] was advised that the investigtion is still open and has been escalated
On September 12, 2014, [redacted] contacted Everything Energy and her call was transferred to a supervisorThe Everything Energy supervisor advised [redacted] that the award miles credit investigation is still in review
On September 16, 2014, a letter was received from [redacted] expressing her concern with delays in receiving her award miles credit
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused [redacted]. A review of [redacted] account determined that due to a system issue, [redacted] award miles credit postings were delayed
On September 30, 2014, award miles credit totaling 6,was posted to [redacted] account
United Airlines has confirmed 3,award miles credit will post to [redacted] account by October 3,
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 [redacted]/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]
###-###-####
Everything Energy's Response to Revdex.com Case # [redacted]
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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
[redacted] is disputing the switch hold on the electric service account at [redacted]
History
On December 9, 2014, an invoice for $was sent for the billing period of November 5, to December 5, with a balance forward of $and current charges of $due December 29,
On January 2, 2015, a Disconnection Notice for $was sent with a due date of January 12,
On January 12, 2015, [redacted] contacted Everything Energy requesting payment arrangements for the Disconnection Notice amount of $The Everything Energy representative advised [redacted] as a courtesy, a deferred payment plan could be provided in which (5) equal installments of $would be due with the following subsequent monthly invoices, with the initial payment of $being required by January 16, Additionally, [redacted] was informed of the switch hold which would be placed on her account until the total deferred payment plan amount was satisfied, and once satisfied the switch hold would be removed within business days[redacted] agreed to the deferred payment plan agreement terms, stating she would pay the total deferred payment plan amount in one paymentThe Everything Energy representative advised [redacted] if she wished to satisfy the total deferred payment balance in one payment the deferred payment plan would first need to be deactivated; therefore [redacted] would need to speak to a representative who would deactivate the deferred payment plan and correctly apply her payment
On January 18, 2015, [redacted] processed a $payment via the automated system
On January 19, 2015, the deferred payment plan was deactivated due to [redacted]'s payment not being received by January 16,
On January 20, 2015, a disconnection notice was sent for $due January 30,
On January 30, 2015, [redacted] contacted Everything Energy disputing the January 20, disconnection notice and the switch hold placed on her accountThe Everything Energy representative explained how because the deferred payment plan was not deactivated prior to processing the $payment on her account, the deferred payment plan was active therefore $was applied to the deferred payment plan which was the first installment and the remaining $was applied to the current balance[redacted] states she was not aware she would need to speak to a representative to deactivate the deferred payment plan and requested additional time to pay the Disconnection Notice amount of $As a courtesy, the Everything Energy representative placed a month deferred payment plan for $on the account with a new due date of February 5, MrsBuchanan was mailed the corresponding deferred payment plan agreement
On February 8, 2015, [redacted] processed a $payment via the automated system
On February 17, 2015, [redacted] contacted Everything Energy disputing the switch hold on her accountThe Everything Energy representative explained the deferred payment plan should have been deactivated prior to [redacted] submitting her $payment in order for the past due amount to be satisfiedAdditionally, [redacted] was advised a switch hold remained on the account until the total deferred payment plan amount was satisfiedOnce the total deferred payment plan was satisfied, the switch hold would be removed within business days[redacted] made a payment of $to her account satisfying the total balance on the January 12, deferred payment plan
On March 10, 2015, an invoice for $was sent for the billing period of February 5, to March 6, which included a balance forward of $and current charges of $due March 26,
On March 16, 2015, [redacted] contacted Everything Energy disputing the switch hold on her accountThe Everything Energy representative submitted a request to have the switch hold removed from [redacted]'s accountLater that day, the switch hold was removed from Ms Buchanan's accountA switch request was received later that day closing [redacted]'s account with Everything Energy
On March 17, 2015, correspondence confirming the switch hold removal was sent to [redacted]
Resolution
Everything Energy removed the switch hold on [redacted]'s' account on March 16, [redacted] switched to a different provider closing her Everything Energy account on March 16, 2015, leaving a balance of $
Several attempts have been made to contact [redacted] however unsuccessfulVoice messages have been left requesting a call back at her earliest convenience
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
713-488-
Everything Energy's Response to Revdex.com Case # [redacted]
class="MsoNormal" "MARGIN: 0in 0in 10pt">
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] disputes not receiving award miles credit for her electric service account at [redacted]
History
On September 18, 2014, Mr[redacted] contacted Everything Energy to dispute not receiving his award miles credit. At that time, a request was processed to investigate Mr[redacted]' account
On October 2, 2014, Mr[redacted] contacted Everything Energy for a status of the investigation of his award miles creditMr[redacted] was advised that the investigation is still under review
On October 27, 2014, Mr[redacted] contacted Everything Energy for a status of the investigation of his award miles credit. The Everything Energy supervisor advised Mr[redacted] that a request to escalate the investigation will be submitted and Everything Energy will contact him regarding the status
On November 18, 2014, Mr[redacted] contacted Everything Energy by email for a status of the investigation of his award miles credit. A response was given the same date advising that the issue had been escalated.
On January 6, 2015, Mr[redacted] contacted Everything Energy by email for a status of the investigation of his award miles credit. A response was given on January 7, advising that the issue had been escalated
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused Mr[redacted]. A review of Mr[redacted]' account determined that due to a system issue, Mr[redacted]' award miles credit postings were delayed
On January 14, 2015, a request was submitted to correct the award miles credit to Mr[redacted] Airlines account. Mr[redacted] will be contacted once the miles have been confirmed to the account.
Bern H[redacted]
Customer Support
713-488-[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
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 #[redacted]
[redacted]', serif; color: black;">
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. [redacted] states that Everything Energy is not crediting payments made to her electric service account at [redacted] timely.
History
On February 13, 2014, an invoice for $72.60 was sent for the billing period of January 10, 2014 through February 10, 2014 with a credit balance forward of $1.68 and total current electricity charges of $74.28.
On February 13, 2014, a payment of $65.00 posted to Ms. [redacted]’s account.
On February 26, 2014, a payment of $7.60 posted to Ms. [redacted]’s account.
On March 14, 2014, an invoice for $65.26 was sent for the billing period of February 10, 2014 through March 11, 2014.
On March 17, 2014, Ms. [redacted] contacted Everything Energy regarding the timeframe for a payment to post to her electric service account after it has cleared her financial institution and was provided with alternate options for making payments which post to her account immediately. Ms. [redacted] requested to speak with a supervisor and was offered a supervisor callback; however, declined.
Later on March 17, 2014, Ms. [redacted] contacted Everything Energy via email and advised that a payment of $70.00 which had cleared her financial institution had not been updated on the Everything Energy website. An Everything Energy representative sent Ms. [redacted] a response via email advising that Everything Energy had not received or processed her check and that her payment may show as cleared because her financial institution drafted the funds when they sent the payment. Ms. [redacted] was also provided with alternate options for making payments to her electric service account which would post immediately.
On March 18, 2014, Ms. [redacted] contacted Everything Energy via email and advised that her financial institution issued a paper check which had cleared her account and included accompanying documents. At that time, an Everything Energy representative forwarded Ms. [redacted]’s documents to Everything Energy’s Payment Inquiries Department for further review.
On March 19, 2014, an Everything Energy representative determined that Ms. [redacted]’s payment incorrectly referenced another customer’s account. At that time, the Everything Energy representative removed the payment from the other customer’s account and applied it to Ms. [redacted]’s account.
Later on March 19, 2014, Ms. [redacted] contacted Everything Energy with a third party from Ms. [redacted]’s financial institution inquiring about the status of Ms. [redacted]’s missing payment. Ms. [redacted] was advised that her payment of $70.00 was applied to her account.
On March 20, 2014, an Everything Energy representative contacted Ms. [redacted] via email providing the status of her missing payment investigation and provided her with the current account balance.
Resolution
Ms. [redacted]’s account has been invoiced in accordance with her Terms of Service. No late payment penalties have been applied to Ms. [redacted]’s account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
Customer Support
[redacted]
Everything Energy’s Response to Revdex.com Case# [redacted]IssueMs. [redacted]’s complaint on behalf of [redacted] against Everything Energy concerns the invoiced charges for the service at [redacted].Resolution On November 9, 2016, a Pennywise Power representative...
contacted Ms. [redacted] and advised that a request was submitted to investigate the invoiced charges at [redacted].The issue remains pending at this time. Ms. [redacted] will be contacted after a response is received.For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.Yomeko [redacted]Customer Support 713-488-8614
On May 29 2015, a request was submitted to correct the MileagePlus award miles credit to Ms. [redacted]'s [redacted]s account. The issue remains pending at this time. Ms. [redacted] will be contacted after a response is received.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
Customer Support
[redacted]
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. My reason is I paid 248.26 3 times 2 as an exact payment the other in a split payment this company has fail me as a service provided and when my contract is up I will no longer use their service I dont like the poor service they provid and $25 credit is a poor excuse for them taking customers money and making the same mistakes over and over again.[Provide details of why you are not satisfied with this resolution.]
Regards,