Everyth[redacted] Energy’s Response to Revdex.com Case # [redacted]
At Everyth[redacted] Energy, we take complaints very seriously. We always appreciate hear[redacted] from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find[redacted]s:
Issue
[redacted] disputes not receiv[redacted] her security deposit refund for her electric service account at [redacted].
History
Account records reflect that [redacted]’s electric service account transitioned to Everyth[redacted] Energy effective [redacted], establish[redacted] account #[redacted].
On October 23, 2014, [redacted] contacted Everyth[redacted] Energy request[redacted] to close her electric service account at [redacted] effective November 21, 2014.
On December 2, 2014, [redacted] contacted Everyth[redacted] Energy via email to inquire about the timeframe to receive a refund of her security deposit.
On December 5, 2014, an Everyth[redacted] Energy [redacted]resentative contacted [redacted] via email regard[redacted] her inquiry regard[redacted] the refund of her security deposit. The Everyth[redacted] Energy [redacted]resentative advised that a security deposit was not transferred to Everyth[redacted] Energy from [redacted]; therefore, a security deposit refund was not processed. Additionally, [redacted] was provided [redacted] contact information and advised to contact [redacted] for further assistance.
On December 19, 2014, [redacted] contacted Everyth[redacted] Energy to dispute not receiv[redacted] her security deposit and requested to speak with a supervisor. While the agent processed the transfer, the call was disconnected.
Resolution
Everyth[redacted] Energy regrets any inconvenience the transition to a new retail electric provider ([redacted]) may have caused [redacted].
On December 30, 2014, an Everyth[redacted] Energy [redacted]resentative contacted [redacted] and advised that a request was submitted to [redacted] to confirm deposit information and she will be contacted after a response is received.
The issue remains pend[redacted] at this time. [redacted] will be contacted after a response is received.
For any additional questions about this concern, please contact me at the number 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. [Provide details of why you are not satisfied with this resolution.]
Regards,
After a careful review of Crystal K[redacted] response I became dishearted because Crystal K[redacted] is a 'liar' she replied back lett[redacted] us (Revdex.com and E[redacted]) see her inaccurate statement. I take it that her intension is to mislead Revdex.com by submitt[redacted] her inaccurate statement fail[redacted] to accept my true report about everyth[redacted] energy poor customer service and business deal[redacted]s I even call Crystal K[redacted] several times after her gett[redacted] such report through Revdex.com but Crystal K[redacted] refuse to answer my calls. I never agreed to a month extension with everyth[redacted] energy for Crystal K[redacted] info it was one day extension I request for to allow me to get th[redacted]s established through [redacted] Community) but the supervisor of everyth[redacted] energy allowed me close to a week on extension, there was not even a mention of hold on the meter in our conversation. Everyth[redacted] Energy gets poor rat[redacted]s from me due to it disception toward I the customer and reluctance on cooperation in regard one day extension to resolve a matter. Everyth[redacted] Energy goal is to take advantage of the disadvantage by entrapp[redacted] customers in its extension program through lies and disceptions for false profits, my heart goes out to its customers who are not know[redacted] the way out from everyth[redacted] energy and its web design extension program, poor customer service support, and Crystal K[redacted] whose job it is to decieve, sugar colt, and not give verbal contact to customers to resolve matter I don't even know how she do such hearthardeness and get paid. Yes, I E[redacted] want Out from everyth[redacted] energy I don't want its business I see no future with everyth[redacted] energy its dangerous to the community "my God" those customers its hold especially in its extension program are weep[redacted] and mourn[redacted] and go unheard due to its mercifuless all because of the damage everyth[redacted] energy is do[redacted] secretly while entrapp[redacted], robb[redacted], abused, and cover-ups.
E[redacted]
Consumer
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,
Everyth[redacted] Energy’s Response to Revdex.com Case
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At Everyth[redacted] Energy, we take complaints very seriously. We always appreciate hear[redacted] from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find[redacted]s:
Issue
Mr. [redacted] is request[redacted] removal of a switch hold for his elect[redacted] service account at [redacted].
History
On October 9, 2014, an invoice for 173.70 was sent for the bill[redacted] period of September 5, 2014 through October 6, 2014 with a Balance Forward of $58.84 and Current Charges of $114.46
On November 3, 2014, a disconnection notice for $173.30 was sent due by November 13, 2014.
On November 7, 2014, an invoice for 274.27 was sent for the bill[redacted] period of October 6, 2014 through November 4, 2014 with a Balance Forward of $173.30 and Current Charge of $100.97.
On November 12, 2014, Mr. [redacted] contacted Everyth[redacted] Energy to request an extension. The Everyth[redacted] Energy representative advised that she would be able to offer a payment arrangement; however, that Everyth[redacted] Energy does not offer extensions. Mr. [redacted] requested to speak with a supervisor and his call was transferred. The Everyth[redacted] Energy supervisor advised that she would be able to offer a payment arrangement and improperly set up a one-month deferred payment plan with a down payment of $173.30 due by November 14, 2014. Mr. [redacted] agreed to the terms and conditions of the deferred payment plan, but was not advised a switch hold would be placed on the account. Confirmation of the deferred payment plan agreement was mailed to Mr. [redacted] on November 12, 2014 and a switch-hold was placed on his account.
A payment was not received by the due date; therefore on November 17, 2014 the deferred payment plan was deactivated.
On November 17, 2014, an email was received by Ms. Tamika L[redacted] on behalf of [redacted] Association request[redacted] that Everyth[redacted] Energy provide a [redacted] form in order for [redacted] Association to assist with a [redacted] pledge for Mr. [redacted]’s account.
Later on November 17, 2014, an Everyth[redacted] Energy representative sent an email reply to Ms. Tamika L[redacted] of [redacted] Association request[redacted] that she contact Everyth[redacted] Energy’s Agency Desk for assistance with the [redacted] form request.
On November 18, 2014, a disconnection notice for $173.30 was sent due by December 1, 2014.
On November 26, 2014, a disconnection notice for $274.27 was sent due by December 8, 2014.
Payment was not received by the disconnection notice due date; therefore, on December 9, 2014, a disconnect request was sent to Oncor Elect[redacted] Delivery (Oncor) which completed on December 10, 2014.
On December 10, 2014, an invoice for 404.24 was sent for the bill[redacted] period of November 4, 2014 through December 5, 2014 with a Balance Forward $274.27 and Current Charges of $129.97.
Later on December 10, 2014, multiple contacts were received from Mr. [redacted] regard[redacted] the disconnection of his elect[redacted] service. Mr. [redacted] was advised that the elect[redacted] service was disconnected for non-payment
and provided an explanation of bill[redacted] and charges. Mr. [redacted] requested the status of a s[redacted] agency pledge and was advised that a pledge had not been received for his account and to contact the s[redacted] agency for a status of the pledge.
On December 15, 2014, Mr. [redacted] contacted an Everyth[redacted] Energy representative and processed a payment of $120.00, the Everyth[redacted] Energy representative advised Mr. [redacted] that payment of the outstand[redacted] balance of $154.27 must be received in order to submit a reconnection request for his elect[redacted] service.
On December 17, 2014, Mr. [redacted] contacted Everyth[redacted] Energy request[redacted] to confirm if a pledge had been received for his account from a s[redacted] agency. The Everyth[redacted] Energy representative advised Mr. [redacted] that a pledge had not been received for his account at that time.
Later on December 17, 2014, a [redacted] pledge for $125.00 was received for Mr. [redacted]’s account; however, no protective block was placed on the account due to the outstand[redacted] balance of $29.27 owed on the account.
Later on December 17, 2014, Mr. [redacted] contacted Everyth[redacted] Energy regard[redacted] the status of his account. The Everyth[redacted] Energy representative incorrectly advised him that a pledge had not been received for his account at that time. Mr. [redacted] requested to speak with a supervisor and his call was transferred. The Everyth[redacted] Energy supervisor advised that a [redacted] pledge for $125.00 was received; however, a reconnection was not sent due to the outstand[redacted] balance of $29.27 owed on the account. As a courtesy, the Everyth[redacted] Energy supervisor submitted a request to reconnect the elect[redacted] service and advised Mr. [redacted] to post a payment for the outstand[redacted] balance of $29.27. A reconnect order was sent to Oncor and Oncor confirmed that the elect[redacted] service was restored on December 17, 2014.
Resolution
Everyth[redacted] Energy regrets any inconvenience these proceed[redacted]s may have caused Mr. [redacted]. A review of Mr. [redacted]’s account determined that dur[redacted] the November 12, 2014 contact that the Everyth[redacted] Energy representative failed to advise that the switch hold would be placed on the account; as a result, on December 22, 2014, a request was submitted to remove the switch hold from the account.
On December 23, 2014, the switch hold was removed from the 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. [Provide details of why you are not satisfied with this resolution.]
Regards,
Everything energy owes us 9500 united miles, not 6500.
I have a contract with the amount if miles that was supposed to be collected. Just for signing up we were supposed to receive 7500 miles then 3 miles per dollar on monthly bills. I don't understand how they say they gave us 6500. It does not match up!
But then why would we only get 3100 miles posted to our account on October 3rd..
We have received NO Miles at all from this company.. I pay my monthly bill to them but they have broken our contracr by not giving us miles, and charging me a higher kilowatt rate for miles I have not recieved..
Anyway, Why would Everything Energy only give us 1/3 of the miles
Owed us anyway. We are owed 9500 miles. I would like ALL these miles posted
ASAP.
They might need to be reported to the regulatory commission for bait and switch!
Everything Energy’s Response to Revdex.com Case #[redacted]
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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] is requesting to switch his electric service at 6309 Greenway Road to another retail electric provider (REP) without penalty.
History
Account records reflect that Ms. [redacted]’s electric service account transitioned to Everything Energy effective March 27, 2014, establishing account #[redacted]
On April 4, 2014, Mr. [redacted] contacted Everything Energy to confirm the status of his account since transitioning from APNA to Everything Energy. While the Everything Energy representative was confirming Mr. [redacted]’s concerns, Mr. [redacted] stated he could not understand the representative and requested to speak with a supervisor. At that time, the Everything Energy representative advised Mr. [redacted] that he would be placed on hold while being connected to a supervisor; however, the line disconnected before the transfer was completed.
On April 7, 2014, Mr. [redacted] contacted Everything Energy and requested to speak with a supervisor. The Everything Energy representative advised Mr. [redacted] that he would be placed on hold in order to connect his call with a supervisor. Mr. [redacted] then requested that a supervisor return his phone call and a supervisor callback request was processed. Before the Everything Energy representative could provide Mr. [redacted] with the timeframe to receive a callback, the line disconnected.
On April 9, 2014, an Everything Energy supervisor made multiple attempts to contact Mr. [redacted] regarding his account concerns; however, the attempts were unsuccessful and voice messages were left.
Resolution
Everything Energy regrets any inconvenience the transition to a new retail electric provider (REP) may have caused Mr. [redacted]. To ensure that customer service needs are met, Everything Energy provides customers with multiple avenues to address any account-related questions. Our customer care center is available at 855-532-4985 Monday through Friday from 8:00 a.m. to 7:00 p.m.; by email at [email protected]; or by mail at P.O. Box 3916 Houston, TX 77253-3916. Mr. [redacted] can also set up his account for online access through Everything Energy’s online account management (OAM) available at EverythingEnergyTX.com and receive up-to-date information regarding his account status.
A review of Mr. [redacted]’s account determined that his account is active on the Everything Advantage 12 plan which has an early cancellation fee of $150.00. At this time, we are unable to waive the early cancellation fee should Mr. [redacted] choose to switch his electric service to another REP.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
Customer Support
[redacted]
color: black; text-decoration: underline;">Issue
[redacted] states that her electric service account at [redacted] has transitioned to a month-to-month flex plan prior to her contract expiration date.
History
On [redacted], a contract expiration notice was sent to [redacted] advising that her current contract was ending soon and to contact Everything Energy regarding available plan options for her account. This notice also advised that the current contract ends with the first meter read on or after [redacted].
On [redacted], [redacted] contacted Everything Energy regarding her contract expiration notice and was provided with available plan options.
On [redacted], [redacted]’s account transitioned to the [redacted] Eco Sense Monthly plan effective [redacted] in error.
Later on [redacted], an invoice for $[redacted] was sent for the billing period of [redacted] through [redacted]. This invoice reflects Power [redacted] 12 plan pricing.
On [redacted], [redacted] contacted Everything Energy regarding available price plans for her account and was provided with an explanation of available offers. [redacted] was also advised that her previous contract plan expired on [redacted]. [redacted] was advised that if she chose to enroll on a new product, the new plan effective date would be backdated to take effect on [redacted], which would prevent any invoicing on the [redacted] Eco Sense Monthly plan. [redacted] declined, disputing the previous plan expiration date and requested to speak with a supervisor. At that time, a supervisor callback request was processed and [redacted] was advised that she would receive a callback later that day. Everything Energy’s records do not reflect that a supervisor callback to [redacted] was completed.
On [redacted], Everything Energy received notification that the electric service at [redacted] was switching to another retail electric service provider (REP) effective [redacted]
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused [redacted]. A review of the account determined that as a result of a system issue, [redacted]’s account transitioned to the [redacted] Eco Sense Monthly plan prematurely. On [redacted], a request was sent to Everything Energy’s Price Investigation Department to make corrections to [redacted]’s price plan. [redacted] can expect to receive an additional invoice detailing usage and charges from [redacted] through her final meter read date under Power [redacted] 12 plan pricing.
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]
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]...
has three electric service address accounts with Everything Energy; [redacted] and [redacted]. She is disputing her payments not being allocated to the correct service address. Additionally, Ms. [redacted] states three payments of $248.26 are missing and she would like them returned.
History
On April 3, 2015, Ms. [redacted] contacted Everything Energy and requested to make a payment for service address [redacted]. The Everything Energy representative incorrectly processed a payment of $200.27 for service address [redacted] leaving a balance of $248.46.
On April 7, 2015, a Disconnection Notice for service address [redacted] of $98.76 was sent to Ms. [redacted] due by February 2, 2015.
On April 8, 2015, due to no payment received the electric service was interrupted at [redacted]. Ms. [redacted] contacted Everything Energy stating her payments were being posted to the incorrect account. The Everything Energy representative explained in detail all past amounts and corresponding service addresses and confirmed the $200.27 payment made on April 3, 2015 was applied to the incorrect account and submitted a request to transfer that payment to [redacted]. A payment of $133.90 was processed, reconnecting electric service at [redacted].
On April 13, 2015, Ms. [redacted] contacted Everything Energy requesting to make a payment for [redacted]; however she was unable to provide the account number. The Everything Energy located Ms. [redacted]’s account by the address provided. The Everything Energy representative incorrectly processed a payment of $248.26 for service address [redacted] leaving a zero balance.
On April 21, 2015, a Disconnection Notice for service address [redacted] of $307.53 was sent to Ms. [redacted] due by May 1, 2015.
On May 6, 2015, due to no payment received, the electric service was interrupted at [redacted].
On May 7, 2015, Ms. [redacted] contacted Everything Energy disputing the service interruption at [redacted]. The Everything Energy representative explained, due to an error with Ms. [redacted]'s payments, the service was incorrectly disconnected. A request to reconnect service at [redacted] was processed and reconnection of service was turned on later that day.
On May 12, 2015, electric service at [redacted] was disconnected in error. The Everything Energy representative processed a payment for $248.26 and submitted a request to reconnect service.
On May 13, 2015, electric service was reconnected at service address [redacted].
Resolution
Everything Energy regrets the inconvenience these proceedings may have caused Ms. [redacted]. A review of Ms. [redacted]'s account confirms two payments of $248.26 were attempted and processed. The initial $248.26 was processed on April 3, 2015 to service address [redacted] and the second $248.26 payment was processed on May 12, 2015 to service address [redacted]. Everything Energy has confirmed two payments attempted by Ms. [redacted] were processed to the incorrect accounts. Ms. [redacted] has been contacted and was advised to ensure payments are allocated to the correct account, Everything Energy is requesting Ms. [redacted] provide the account number for the corresponding service address when attempting to make payments. No reconnection or disconnection charges will be assessed to either account for the disconnection of service for the discussed dates. As a gesture of good will, a $25.00 credit has been applied to service address [redacted] and a second $25.00 credit has been applied to service address [redacted].
Account Status
The account balance for service address [redacted] is $168.82 and the account balance for service address [redacted] is $246.20.
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.
Nancy [redacted]
Customer Support
713-488-[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
Ms. [redacted] is disputing the price plan and account balances reflected for her electric service account at [redacted]
History
On [redacted], correspondence was sent to Ms. [redacted] advising that her electric service account at [redacted] was transitioning to Everything Energy. This letter also advised that Ms. [redacted] would receive the same pricing plan that she signed up for with Everything Energy under the Everyday Plus Monthly plan. This plan offers an energy charge of [redacted] and Transmission and Distribution service provider (TDSP) Delivery Charges passed through without mark-up. Additionally, the electricity facts label (EFL) for the Everyday Plus Monthly plan advises: Except for price changes allowed by law or regulatory action, this price is the price that will be applied during your first billing cycle; this price may change in subsequent months at the sole discretion of Everything Energy.
Ms. [redacted]’ electric service account transitioned to Everything Energy effective on [redacted].
On [redacted], Ms. [redacted] contacted Everything Energy inquiring about the price plan for her account and was advised that her plan information from Energy Plus had not updated to her account. Ms. [redacted] was also advised that Everything Energy would honor the pricing details for her account from Energy Plus and once she received her 1st invoice from Everything Energy, to call back to discuss term plan options.
On [redacted], an invoice for [redacted] was sent for the billing period of [redacted] through [redacted]. This invoice reflects Everyday Plus Monthly plan pricing with an energy charge of [redacted] per kWh.
On [redacted] Ms. [redacted] contacted Everything Energy to enroll her account on a term price plan. Ms. [redacted] agreed to enroll on Everything Energy’s Everyday Assured 12 plan. This plan offers an energy charge of [redacted] per kWh and a usage charge of [redacted] per billing cycle for usage below 1000 kWh. There will be no base charge for usage above 1000 kWh. This plan is for 12 months and has a $150.00 cancellation fee. The plan effective date is [redacted]. Ms. [redacted] was sent with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) on [redacted]
On July 11, 2014, an invoice for [redacted] was sent for the billing period of [redacted] through [redacted] with a balance forward of $85.15 and current charges of $79.89. This invoice reflects the Everyday Assured 12 plan with an energy charge of 3.4690¢ per kWh.
On [redacted], an invoice for $77.22 was sent for the billing period of [redacted] through [redacted]. This invoice reflects the Everyday Assured 12 plan with an energy charge of 3.4690¢ per kWh.
On [redacted], a corrected invoice for $429.30 was sent for the billing periods of [redacted] through [redacted] with a credit balance forward of $157.11 and current charges of $586.41. This invoice reflects Everyday Assured 12 plan pricing with an energy charge of 9.5¢ per kWh. Additionally, this invoice includes a $50.00 promotional incentive credit.
Later on [redacted], Ms. [redacted] contacted Everything Energy regarding her [redacted] and was provided an explanation of her billing and charges. Ms. [redacted] was advised that the invoices sent to her after her plan change reflected the incorrect energy charge and that has since been corrected with the September 10, 2014 invoice. Ms. [redacted] disputed the balance due and requested to speak with a supervisor and a callback request was submitted.
Everything Energy’s record’s do not reflect that a supervisor callback was made to Ms. [redacted].
On [redacted], Ms. [redacted] contacted Everything Energy via email advising that because she was disputing the invoiced charges, she would only be making a partial payment to her electric service account. Additionally, Ms. [redacted]’s advised that she did not receive a follow-up phone call from a supervisor as requested. An Everything Energy representative responded to Ms. [redacted]’ email apologizing for the supervisor callback oversight and requested additional details regarding her account concerns so that they could be properly addressed.
Everything Energy’s records do not reflect that an additional email was received from Ms. [redacted].
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused Ms. [redacted]. A review of Ms. [redacted]’ account determined that due to a system issue, Ms. [redacted]’s account was improperly invoiced under the Everyday Plus Monthly plan pricing for the billing periods of [redacted]. Ms. [redacted]’ account was subsequently re-invoiced for the billing periods of [redacted] through August 6, 2014 in accordance with her agreed upon plan pricing under Everything Energy’s Everyday Assured 12. As a courtesy, a credit of $50.00 has been applied to Ms. [redacted]’ account. No additional adjustments are warranted at this time.
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
###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]My last phone contact with Everything Energy representative, Nancy was on 7/1/15 @ 11:55a.m. I was told they have people working on this problem but can't give me a time frame. As of today's date, I have not received the promised resolution.
Regards,Kam [redacted]
I appreciate your help in getting this resolved. Southwest contacted me and updated my account with the correct points earned. I appreciate you offering the credit as well. All has been resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. [Provide details of why you are not satisfied with this resolution.]
My last phone contact with Everything Energy representative, Nancy was on 7/1/15 @ 11:55a.m. I was told they have people working on this problem but can't give me a time frame. As of today's date, I have not received the promised resolution.
Regards,
Kam [redacted]
Everything Energy’s Response to Revdex.com Case # [redacted]-Rebuttal
Everything Energy regrets any inconvenience these proceedings may have caused [redacted] and we apologize for the delay in the posting of the awards miles credit.
Due to a system issue, [redacted]’s [redacted] Airlines [redacted] member account was not recognized as a [redacted] Airlines [redacted] credit card member account. [redacted] is entitled to an additional 2,500 bonus award miles and an additional 1 mile for every $1.00 spent on the Energy Charge portion of his bill.
Everything Energy is currently in the process of working with [redacted] Airlines to award the remaining miles to [redacted]’s account. After awarding the miles, [redacted] Airlines will post the award miles credit to [redacted]’s [redacted] Airlines [redacted] account within two to three billing cycles.
Everything Energy’s Response to Revdex.com Case # [redacted]
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 she has...
not received her [redacted]s MileagePlus awards miles for her electric service at [redacted].
History
On November 29, 2014, Ms. [redacted] submitted a request via online to initiate service with Everything Energy on the next available mete read date. She agreed to enroll in the [redacted] Monthly plan with [redacted]s MileagePlus miles. As a part of Ms. [redacted]’s enrollment, her account will be awarded 7,500 MileagePlus miles and an additional 3 points for every $1.00 spent on the Energy Charge portion of her bill. Ms. [redacted] received a terms of service agreement, a copy of “Your Rights as a Customer” document, an electricity facts label (EFL) upon completion of her online enrollment.
On December 1, 2014, Ms. [redacted]’s request for electric service at [redacted] completed.
On February 5, 2015, Ms. [redacted] contacted Everything Energy requesting to know the time frame to receive her MileagePlus award miles. The Everything Energy representative advised Ms. [redacted], the MileagePlus miles are awarded after the second month of service, therefore Ms. [redacted] expect miles to post to her account within 6-8 weeks.
On February 25, 2015, Ms. [redacted] requested service with another retail electric provider, terminating her electric service with Everything Energy.
On April 8, 2015, Ms. [redacted] contacted Everything Energy requesting the status of her MileagePlus award miles. At this time an investigation was submitted to determine the delay in Ms. [redacted]’s MileagePlus award miles.
On May 4, 2015, the investigation determined an error with Ms. [redacted]’s online enrollment caused the MileagePlus award miles to be delayed. Everything Energy has corrected the previously submitted online enrollment information to include MileagePlus award miles.
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused Ms. [redacted]. A review of Ms. [redacted]'s account determined that due to a system issue, Ms. [redacted]'s' award miles credit postings were delayed.
On May 29 2015, a request was submitted to correct the MileagePlus award miles credit to Ms. [redacted]'s [redacted]s account. Ms. [redacted] will be contacted once the miles have been confirmed to the account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted] is requesting monetary compensation due to a disconnection of her electric service at [redacted]. Additionally, [redacted] states that she did not...
receive [redacted] Airlines promotional incentive associated with her price plan.
History
On [redacted], correspondence was sent to [redacted] advising that her electric service account at [redacted] was transitioning to Everything Energy. This letter also advised that [redacted] would receive a [redacted] Airlines Rapid Rewards Points enrollment bonus of [redacted] points as part of her enrollment.
[redacted]’s electric service account transitioned to Everything Energy effective on [redacted].
On [redacted] contacted Everything Energy and agreed to transfer the electric service at [redacted] effective [redacted] to 3[redacted] effective [redacted] and her request was processed.
On [redacted], an invoice for $[redacted] was sent for the billing period of [redacted] through [redacted] for the electric service at [redacted].
On [redacted], a final invoice for $[redacted] was sent for the final billing period of [redacted] through [redacted] for the electric service at [redacted] with a balance forward of $[redacted] and current charges of $[redacted].
On [redacted] an invoice for $[redacted] was sent for the billing period of [redacted] through [redacted] for the electric service at 3[redacted] with a balance forward of $[redacted] and current charges of $[redacted]
On [redacted], a disconnection notice for $[redacted] was sent due by [redacted].
Payment was not received by the disconnection notice due date; therefore, on [redacted], a disconnect request was sent to y ([redacted]).
On [redacted] contacted Everything Energy regarding her account status and was provided with an explanation of her billing and charges. At that time, [redacted] processed payments totaling $[redacted] and a reconnect request was submitted to [redacted]. [redacted] was provided with the reconnect timeframe. Additionally, [redacted] inquired about [redacted] Airlines Rapid Rewards Points enrollment bonus of [redacted] points and was advised that she should receive the points by the end of the month.
On [redacted] contacted Everything Energy regarding the status of her [redacted] Airlines Rapid Rewards Points stating that she had not received them. At that time, a request was processed to investigate [redacted]’s account.
On [redacted], an invoice for $[redacted] was sent for the billing period of [redacted] through [redacted] with a balance forward of $[redacted], a late payment penalty of $[redacted] and current charges of $[redacted]
On [redacted], a disconnection notice for $[redacted] was sent due by [redacted].
On [redacted], Everything Energy received notification that the electric service at 3[redacted] was switching to another retail electric service provider (REP) effective [redacted], resulting in the closure of [redacted]'s account.
On [redacted], a final invoice for $[redacted] was sent for the final billing period of [redacted] through [redacted] with a balance forward of $[redacted], a disconnect recovery charge of $[redacted], a late payment penalty of $[redacted] and current charges of $[redacted].
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused [redacted]. A review of [redacted]’s account determined that notification was sent to [redacted] advising of the account transition to Everything Energy and that the account was invoiced in accordance with her Terms of Service. No adjustments are warranted at this time. Additionally, a request has been submitted to investigate [redacted]’s [redacted] Airlines Rapid Rewards Points. [redacted] will be contacted once the investigation is complete.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
Customer Support
###-###-####
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Everything Energy’s Response to Revdex.com Case #[redacted]
New Roman', 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
[redacted] is requesting to lower her deferred payment plan installments and remove the switch-hold for her electric service account at [redacted]
History
On January **, 2014, an invoice for $870.07 was sent for the billing period of December **, 2013 through January [redacted] 2014 for the electric service at [redacted] with a balance forward of $768.89 and total current electricity charges of $101.18.
On February *, 2014, a disconnection notice of $768.89 was sent to [redacted] due by February **, 2014.
On February **, 2014, [redacted] contacted Everything Energy regarding the status of her account and agreed to set up the balance of $768.89 on a 5 month deferred payment plan with a down payment of $384.45 due by February **, 2014. During the conversation, [redacted] agreed to the terms and conditions of the deferred payment and a switch-hold was placed on her account. Confirmation of the deferred payment plan agreement was sent on February **, 2014.
On February [redacted] 2014, a payment of $101.18 posted to [redacted]’s account.
On February **, 2014, an invoice for $894.70 was sent for the billing period of December **, 2013 through January [redacted] 2014 for the electric service at [redacted] and for the billing period of January **, 2014 through February **, 2014 for the electric service at [redacted] with a balance forward of $768.89, a transfer to deferred payment plan of $768.89, deferred payment plan requests totaling $538.23 and total current electricity charges of $356.47.
On February **, 2014, a payment of $385.00 posted to [redacted]’s account.
On March [redacted] 2014, [redacted] contacted Everything Energy and requested to make a payment towards her deferred payment plan balance and her call was transferred to a supervisor. At that time, [redacted] agreed to deactivate the current deferred payment plan and her request was processed. [redacted] agreed to set up the balance of $740.36 on a 6 month deferred payment plan with a down payment of $150.00 due by March **, 2014. During the conversation, [redacted] agreed to the terms and conditions of the deferred payment and a switch-hold was placed on her account. [redacted] then reported a payment of $150.00 and her payment was validated. Confirmation of the deferred payment plan agreement was sent on March [redacted] 2014.
On March [redacted] 2014, an invoice for $662.89 was sent for the billing period of January [redacted] 2014 through February **, 2014 for the electric service at [redacted] and for the billing period of February [redacted] 2014 through March **, 2014 for the electric service at [redacted] [redacted] with a balance forward of $359.70, a cancelled deferred payment plan request of $230.66, a transfer to deferred payment plan of $740.36, deferred payment plan requests totaling $494.32 and total current electricity charges of $318.57.
Multiple contacts were received from [redacted] from March **, 2014 through April *, 2014 regarding her account balance and she was provided with an explanation of her billing and charges.
On April *, 2014, [redacted] contacted Everything Energy to request and extension and was advised that because her account was already active on a payment arrangement, the account is not eligible for an extension.
Later on April 7, 2014, a payment of $380.50 posted to [redacted]’s account.
Resolution
Everything Energy has invoiced [redacted]’s account based upon the meter readings provided by Oncor Electric Delivery Company (Oncor) and based upon the terms and conditions of Everything Energy's deferred payment plan. At this time, the switch-hold is unable to be removed for [redacted]’s account until the terms of the deferred payment plan have been satisfied.
Attempts to contact [redacted] regarding her request to lower her installment amounts have been unsuccessful; however, voice messages have been left.
For any additional questions about this concern, please contact me at the number 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]
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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:
Brief description of complaint
Mr. [redacted] is disputing not receiving monthly invoices for the electric service account at [redacted]
History
Mr. [redacted]’s electric service account at [redacted] transitioned to Everything Energy (EE) effective October 2, 2013.
On December 31, 2013, Mr. [redacted] contacted EE and agreed to transfer the electric service [redacted] effective January 7, [redacted] effective January 2, 2014 and his request was processed.
On January 9, 2014, a final invoice for $295.04 was sent for the billing period of November 26, 2013 to December 30, 2013 and December 30, 2013 through January 7, 2014 for the electric service at [redacted]. The invoice listed a balance forward of $53.96, a paid deposit conversion credit balance of $55.34, a paid deposit conversion credit of $125.00, a cash deposit request for $55.34, a deposit refund credit balance of $125.00, a deposit refund credit balance of $55.34, a cash deposit request for $180.34, a deposit interest credit balance of $0.01, and total current electricity charges of $116.09.
On January 27, 2014, an invoice for $444.84 was sent for the billing period of January 2, 2014 through January 23, 2014 for the electric service at [redacted] The invoice listed a balance forward of $295.04 and total current electricity charges of $149.80.
On January 30, 2014, a disconnection notice was issued advising that the amount of $295.04 would be due by and a $5.00 disconnect notice fee was applied.
On February 7, 2014, a payment of $170.05 was posted to the account.
On February 12, 2014, a disconnection notice was issued advising that the amount of $124.99 would be due by and a $5.00 disconnect notice fee was applied.
On February 24, 2014, an invoice for $550.39 was sent for the billing period of January 23, 2014 through February 20, 2014. The invoice listed a balance forward of $274.79, a disconnect notice fee of $5.00, a late payment penalty fee of $5.74, and total current electricity charges of $270.15.
On February 25, 2014, a disconnection notice was issued advising that the amount of $274.79 would be due by and a $5.00 disconnect notice fee was applied.
On February 25, 2014, a payment of $124.99 was posted to the account.
On March 4, 2014, a disconnection notice was issued advising that the amount of $10.29 would be due by and a $5.00 disconnect notice fee was applied.
On March 8, 2014, a payment of $10.29 was posted to the account.
On March 18, 2014, a disconnection notice was issued advising that the amount of $432.90 would be due by and a $5.00 disconnect notice fee was applied.
On March 25, 2014, an invoice for $660.51 was sent for the billing period of February 20, 2014 through March 21, 2014. The invoice listed a balance forward of $422.61, three separate disconnect fees for a total of $15.00, a late payment penalty fee total of $22.16 and total current electricity charges of $190.45.
On April 1, 2014, a payment of $432.90 was posted to the account.
On April 15, 2014, a disconnection notice was issued advising that the amount of $227.61 would be due by and a $5.00 disconnect notice fee was applied.
On April 25, 2014, an invoice for $377.42 was sent for the billing period of March 21, 2014 through April 23, 2014. The invoice listed a balance forward of $227.61, a disconnect notice fee of $5.00, a late payment penalty of $10.27, and total current electricity charges of $134.54.
On April 27, 2014, a payment of $227.61 was posted to the account.
Resolution
In reviewing Mr. [redacted]’s account, Everything Energy’s records do not indicate that mailed monthly invoices were returned by mail. Mr. [redacted] has been contacted and copies of the related invoices were emailed and mailed to Mr. [redacted].
Mr. [redacted] has been invoiced based upon the prices disclosed on the electricity facts label (EFL) for the Power Texas 12 plan pricing.
As a courtesy, late fees totaling $45.66 and disconnect notice fees totaling $30.00 were credited to the 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]
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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] states that a payment processed through his financial institution’s online bill pay has not been applied to his electric service account at [redacted]
History
On April 10, 2014, a disconnection notice for $102.34 was sent to Mr. [redacted] due by April 21, 2014.
Payment did not post to Mr. [redacted]’s account by the disconnection notice due date; therefore, on April 22, 2014, a disconnect request was sent to CenterPoint Energy (CNP).
Later on April 22, 2014, Mr. [redacted] contacted Everything Energy advising that he processed a payment for $102.34 on April 8, 2014 through his financial institution’s online bill pay and that the payment has since cleared his financial institution account. Mr. [redacted] was advised that a request could be processed to investigate his account; however, was incorrectly advised that a payment satisfying the disconnection notice amount would have to post to his account prior to a reconnection request being processing although the account would be under investigation. Mr. [redacted] processed a payment of $102.34, at which time, a request was submitted to CNP to restore the electric service at Mr. [redacted]’s premise.
Later on April 22, 2014, Everything Energy received confirmation that Mr. [redacted]’s electric service had been restored.
Resolution
A review of Mr. [redacted]’s account confirmed that his April 8, 2014 payment processed through his financial institution’s online bill pay did not post to his electric service account. Everything Energy has not received duplicate payments of $102.34 to Mr. [redacted]’s account.
On April 23, 2014, a Everything Energy representative contacted Mr. [redacted] advising that a request to investigate his account for his April 8, 2014 payment was processed; however, requested that he provide a copy of his bank statement reflecting that the payment cleared his financial institution account. Mr. [redacted] advised that he would send his bank confirmation page which reflected the details of the processed payment and he was provided with the fax number for Everything Energy’s Remittance Processing Department.
Mr. [redacted]’s missing payment investigation is currently ongoing. It can take 24 to 48 hours or up to 2 weeks to research Mr. [redacted]’s payment depending on the complexity and source of his issue. If Mr. [redacted] has not provided a copy of his bank confirmation page, he can fax that information and/or supporting documents to Everything Energy at [redacted] for review.
As a courtesy, a late payment penalty of $4.88 and a disconnect recovery fee of $25.00 were credited to Mr. [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]
Everyth[redacted] Energy’s Response to Revdex.com Case # [redacted]
At Everyth[redacted] Energy, we take complaints very seriously. We always appreciate hear[redacted] from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find[redacted]s:
Issue
[redacted] disputes not receiv[redacted] her security deposit refund for her electric service account at [redacted].
History
Account records reflect that [redacted]’s electric service account transitioned to Everyth[redacted] Energy effective [redacted], establish[redacted] account #[redacted].
On October 23, 2014, [redacted] contacted Everyth[redacted] Energy request[redacted] to close her electric service account at [redacted] effective November 21, 2014.
On December 2, 2014, [redacted] contacted Everyth[redacted] Energy via email to inquire about the timeframe to receive a refund of her security deposit.
On December 5, 2014, an Everyth[redacted] Energy [redacted]resentative contacted [redacted] via email regard[redacted] her inquiry regard[redacted] the refund of her security deposit. The Everyth[redacted] Energy [redacted]resentative advised that a security deposit was not transferred to Everyth[redacted] Energy from [redacted]; therefore, a security deposit refund was not processed. Additionally, [redacted] was provided [redacted] contact information and advised to contact [redacted] for further assistance.
On December 19, 2014, [redacted] contacted Everyth[redacted] Energy to dispute not receiv[redacted] her security deposit and requested to speak with a supervisor. While the agent processed the transfer, the call was disconnected.
Resolution
Everyth[redacted] Energy regrets any inconvenience the transition to a new retail electric provider ([redacted]) may have caused [redacted].
On December 30, 2014, an Everyth[redacted] Energy [redacted]resentative contacted [redacted] and advised that a request was submitted to [redacted] to confirm deposit information and she will be contacted after a response is received.
The issue remains pend[redacted] at this time. [redacted] will be contacted after a response is received.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Crystal K[redacted]
Customer Support
713-488-5497
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. [Provide details of why you are not satisfied with this resolution.]
Regards,
After a careful review of Crystal K[redacted] response I became dishearted because Crystal K[redacted] is a 'liar' she replied back lett[redacted] us (Revdex.com and E[redacted]) see her inaccurate statement. I take it that her intension is to mislead Revdex.com by submitt[redacted] her inaccurate statement fail[redacted] to accept my true report about everyth[redacted] energy poor customer service and business deal[redacted]s I even call Crystal K[redacted] several times after her gett[redacted] such report through Revdex.com but Crystal K[redacted] refuse to answer my calls. I never agreed to a month extension with everyth[redacted] energy for Crystal K[redacted] info it was one day extension I request for to allow me to get th[redacted]s established through [redacted] Community) but the supervisor of everyth[redacted] energy allowed me close to a week on extension, there was not even a mention of hold on the meter in our conversation. Everyth[redacted] Energy gets poor rat[redacted]s from me due to it disception toward I the customer and reluctance on cooperation in regard one day extension to resolve a matter. Everyth[redacted] Energy goal is to take advantage of the disadvantage by entrapp[redacted] customers in its extension program through lies and disceptions for false profits, my heart goes out to its customers who are not know[redacted] the way out from everyth[redacted] energy and its web design extension program, poor customer service support, and Crystal K[redacted] whose job it is to decieve, sugar colt, and not give verbal contact to customers to resolve matter I don't even know how she do such hearthardeness and get paid. Yes, I E[redacted] want Out from everyth[redacted] energy I don't want its business I see no future with everyth[redacted] energy its dangerous to the community "my God" those customers its hold especially in its extension program are weep[redacted] and mourn[redacted] and go unheard due to its mercifuless all because of the damage everyth[redacted] energy is do[redacted] secretly while entrapp[redacted], robb[redacted], abused, and cover-ups.
E[redacted]
Consumer
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,
Everyth[redacted] Energy’s Response to Revdex.com Case
mso-bidi-font-family: Arial">#[redacted]
At Everyth[redacted] Energy, we take complaints very seriously. We always appreciate hear[redacted] from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find[redacted]s:
Issue
Mr. [redacted] is request[redacted] removal of a switch hold for his elect[redacted] service account at [redacted].
History
On October 9, 2014, an invoice for 173.70 was sent for the bill[redacted] period of September 5, 2014 through October 6, 2014 with a Balance Forward of $58.84 and Current Charges of $114.46
On November 3, 2014, a disconnection notice for $173.30 was sent due by November 13, 2014.
On November 7, 2014, an invoice for 274.27 was sent for the bill[redacted] period of October 6, 2014 through November 4, 2014 with a Balance Forward of $173.30 and Current Charge of $100.97.
On November 12, 2014, Mr. [redacted] contacted Everyth[redacted] Energy to request an extension. The Everyth[redacted] Energy representative advised that she would be able to offer a payment arrangement; however, that Everyth[redacted] Energy does not offer extensions. Mr. [redacted] requested to speak with a supervisor and his call was transferred. The Everyth[redacted] Energy supervisor advised that she would be able to offer a payment arrangement and improperly set up a one-month deferred payment plan with a down payment of $173.30 due by November 14, 2014. Mr. [redacted] agreed to the terms and conditions of the deferred payment plan, but was not advised a switch hold would be placed on the account. Confirmation of the deferred payment plan agreement was mailed to Mr. [redacted] on November 12, 2014 and a switch-hold was placed on his account.
A payment was not received by the due date; therefore on November 17, 2014 the deferred payment plan was deactivated.
On November 17, 2014, an email was received by Ms. Tamika L[redacted] on behalf of [redacted] Association request[redacted] that Everyth[redacted] Energy provide a [redacted] form in order for [redacted] Association to assist with a [redacted] pledge for Mr. [redacted]’s account.
Later on November 17, 2014, an Everyth[redacted] Energy representative sent an email reply to Ms. Tamika L[redacted] of [redacted] Association request[redacted] that she contact Everyth[redacted] Energy’s Agency Desk for assistance with the [redacted] form request.
On November 18, 2014, a disconnection notice for $173.30 was sent due by December 1, 2014.
On November 26, 2014, a disconnection notice for $274.27 was sent due by December 8, 2014.
Payment was not received by the disconnection notice due date; therefore, on December 9, 2014, a disconnect request was sent to Oncor Elect[redacted] Delivery (Oncor) which completed on December 10, 2014.
On December 10, 2014, an invoice for 404.24 was sent for the bill[redacted] period of November 4, 2014 through December 5, 2014 with a Balance Forward $274.27 and Current Charges of $129.97.
Later on December 10, 2014, multiple contacts were received from Mr. [redacted] regard[redacted] the disconnection of his elect[redacted] service. Mr. [redacted] was advised that the elect[redacted] service was disconnected for non-payment
and provided an explanation of bill[redacted] and charges. Mr. [redacted] requested the status of a s[redacted] agency pledge and was advised that a pledge had not been received for his account and to contact the s[redacted] agency for a status of the pledge.
On December 15, 2014, Mr. [redacted] contacted an Everyth[redacted] Energy representative and processed a payment of $120.00, the Everyth[redacted] Energy representative advised Mr. [redacted] that payment of the outstand[redacted] balance of $154.27 must be received in order to submit a reconnection request for his elect[redacted] service.
On December 17, 2014, Mr. [redacted] contacted Everyth[redacted] Energy request[redacted] to confirm if a pledge had been received for his account from a s[redacted] agency. The Everyth[redacted] Energy representative advised Mr. [redacted] that a pledge had not been received for his account at that time.
Later on December 17, 2014, a [redacted] pledge for $125.00 was received for Mr. [redacted]’s account; however, no protective block was placed on the account due to the outstand[redacted] balance of $29.27 owed on the account.
Later on December 17, 2014, Mr. [redacted] contacted Everyth[redacted] Energy regard[redacted] the status of his account. The Everyth[redacted] Energy representative incorrectly advised him that a pledge had not been received for his account at that time. Mr. [redacted] requested to speak with a supervisor and his call was transferred. The Everyth[redacted] Energy supervisor advised that a [redacted] pledge for $125.00 was received; however, a reconnection was not sent due to the outstand[redacted] balance of $29.27 owed on the account. As a courtesy, the Everyth[redacted] Energy supervisor submitted a request to reconnect the elect[redacted] service and advised Mr. [redacted] to post a payment for the outstand[redacted] balance of $29.27. A reconnect order was sent to Oncor and Oncor confirmed that the elect[redacted] service was restored on December 17, 2014.
Resolution
Everyth[redacted] Energy regrets any inconvenience these proceed[redacted]s may have caused Mr. [redacted]. A review of Mr. [redacted]’s account determined that dur[redacted] the November 12, 2014 contact that the Everyth[redacted] Energy representative failed to advise that the switch hold would be placed on the account; as a result, on December 22, 2014, a request was submitted to remove the switch hold from the account.
On December 23, 2014, the switch hold was removed from the 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.
Crystal K[redacted]
Customer Support
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. [Provide details of why you are not satisfied with this resolution.]
Regards,
Everything energy owes us 9500 united miles, not 6500.
I have a contract with the amount if miles that was supposed to be collected. Just for signing up we were supposed to receive 7500 miles then 3 miles per dollar on monthly bills. I don't understand how they say they gave us 6500. It does not match up!
But then why would we only get 3100 miles posted to our account on October 3rd..
We have received NO Miles at all from this company.. I pay my monthly bill to them but they have broken our contracr by not giving us miles, and charging me a higher kilowatt rate for miles I have not recieved..
Anyway, Why would Everything Energy only give us 1/3 of the miles
Owed us anyway. We are owed 9500 miles. I would like ALL these miles posted
ASAP.
They might need to be reported to the regulatory commission for bait and switch!
Everything Energy’s Response to Revdex.com Case #[redacted]
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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] is requesting to switch his electric service at 6309 Greenway Road to another retail electric provider (REP) without penalty.
History
Account records reflect that Ms. [redacted]’s electric service account transitioned to Everything Energy effective March 27, 2014, establishing account #[redacted]
On April 4, 2014, Mr. [redacted] contacted Everything Energy to confirm the status of his account since transitioning from APNA to Everything Energy. While the Everything Energy representative was confirming Mr. [redacted]’s concerns, Mr. [redacted] stated he could not understand the representative and requested to speak with a supervisor. At that time, the Everything Energy representative advised Mr. [redacted] that he would be placed on hold while being connected to a supervisor; however, the line disconnected before the transfer was completed.
On April 7, 2014, Mr. [redacted] contacted Everything Energy and requested to speak with a supervisor. The Everything Energy representative advised Mr. [redacted] that he would be placed on hold in order to connect his call with a supervisor. Mr. [redacted] then requested that a supervisor return his phone call and a supervisor callback request was processed. Before the Everything Energy representative could provide Mr. [redacted] with the timeframe to receive a callback, the line disconnected.
On April 9, 2014, an Everything Energy supervisor made multiple attempts to contact Mr. [redacted] regarding his account concerns; however, the attempts were unsuccessful and voice messages were left.
Resolution
Everything Energy regrets any inconvenience the transition to a new retail electric provider (REP) may have caused Mr. [redacted]. To ensure that customer service needs are met, Everything Energy provides customers with multiple avenues to address any account-related questions. Our customer care center is available at 855-532-4985 Monday through Friday from 8:00 a.m. to 7:00 p.m.; by email at [email protected]; or by mail at P.O. Box 3916 Houston, TX 77253-3916. Mr. [redacted] can also set up his account for online access through Everything Energy’s online account management (OAM) available at EverythingEnergyTX.com and receive up-to-date information regarding his account status.
A review of Mr. [redacted]’s account determined that his account is active on the Everything Advantage 12 plan which has an early cancellation fee of $150.00. At this time, we are unable to waive the early cancellation fee should Mr. [redacted] choose to switch his electric service to another REP.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
Customer Support
[redacted]
color: black; text-decoration: underline;">Issue
[redacted] states that her electric service account at [redacted] has transitioned to a month-to-month flex plan prior to her contract expiration date.
History
On [redacted], a contract expiration notice was sent to [redacted] advising that her current contract was ending soon and to contact Everything Energy regarding available plan options for her account. This notice also advised that the current contract ends with the first meter read on or after [redacted].
On [redacted], [redacted] contacted Everything Energy regarding her contract expiration notice and was provided with available plan options.
On [redacted], [redacted]’s account transitioned to the [redacted] Eco Sense Monthly plan effective [redacted] in error.
Later on [redacted], an invoice for $[redacted] was sent for the billing period of [redacted] through [redacted]. This invoice reflects Power [redacted] 12 plan pricing.
On [redacted], [redacted] contacted Everything Energy regarding available price plans for her account and was provided with an explanation of available offers. [redacted] was also advised that her previous contract plan expired on [redacted]. [redacted] was advised that if she chose to enroll on a new product, the new plan effective date would be backdated to take effect on [redacted], which would prevent any invoicing on the [redacted] Eco Sense Monthly plan. [redacted] declined, disputing the previous plan expiration date and requested to speak with a supervisor. At that time, a supervisor callback request was processed and [redacted] was advised that she would receive a callback later that day. Everything Energy’s records do not reflect that a supervisor callback to [redacted] was completed.
On [redacted], Everything Energy received notification that the electric service at [redacted] was switching to another retail electric service provider (REP) effective [redacted]
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused [redacted]. A review of the account determined that as a result of a system issue, [redacted]’s account transitioned to the [redacted] Eco Sense Monthly plan prematurely. On [redacted], a request was sent to Everything Energy’s Price Investigation Department to make corrections to [redacted]’s price plan. [redacted] can expect to receive an additional invoice detailing usage and charges from [redacted] through her final meter read date under Power [redacted] 12 plan pricing.
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]
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]...
has three electric service address accounts with Everything Energy; [redacted] and [redacted]. She is disputing her payments not being allocated to the correct service address. Additionally, Ms. [redacted] states three payments of $248.26 are missing and she would like them returned.
History
On April 3, 2015, Ms. [redacted] contacted Everything Energy and requested to make a payment for service address [redacted]. The Everything Energy representative incorrectly processed a payment of $200.27 for service address [redacted] leaving a balance of $248.46.
On April 7, 2015, a Disconnection Notice for service address [redacted] of $98.76 was sent to Ms. [redacted] due by February 2, 2015.
On April 8, 2015, due to no payment received the electric service was interrupted at [redacted]. Ms. [redacted] contacted Everything Energy stating her payments were being posted to the incorrect account. The Everything Energy representative explained in detail all past amounts and corresponding service addresses and confirmed the $200.27 payment made on April 3, 2015 was applied to the incorrect account and submitted a request to transfer that payment to [redacted]. A payment of $133.90 was processed, reconnecting electric service at [redacted].
On April 13, 2015, Ms. [redacted] contacted Everything Energy requesting to make a payment for [redacted]; however she was unable to provide the account number. The Everything Energy located Ms. [redacted]’s account by the address provided. The Everything Energy representative incorrectly processed a payment of $248.26 for service address [redacted] leaving a zero balance.
On April 21, 2015, a Disconnection Notice for service address [redacted] of $307.53 was sent to Ms. [redacted] due by May 1, 2015.
On May 6, 2015, due to no payment received, the electric service was interrupted at [redacted].
On May 7, 2015, Ms. [redacted] contacted Everything Energy disputing the service interruption at [redacted]. The Everything Energy representative explained, due to an error with Ms. [redacted]'s payments, the service was incorrectly disconnected. A request to reconnect service at [redacted] was processed and reconnection of service was turned on later that day.
On May 12, 2015, electric service at [redacted] was disconnected in error. The Everything Energy representative processed a payment for $248.26 and submitted a request to reconnect service.
On May 13, 2015, electric service was reconnected at service address [redacted].
Resolution
Everything Energy regrets the inconvenience these proceedings may have caused Ms. [redacted]. A review of Ms. [redacted]'s account confirms two payments of $248.26 were attempted and processed. The initial $248.26 was processed on April 3, 2015 to service address [redacted] and the second $248.26 payment was processed on May 12, 2015 to service address [redacted]. Everything Energy has confirmed two payments attempted by Ms. [redacted] were processed to the incorrect accounts. Ms. [redacted] has been contacted and was advised to ensure payments are allocated to the correct account, Everything Energy is requesting Ms. [redacted] provide the account number for the corresponding service address when attempting to make payments. No reconnection or disconnection charges will be assessed to either account for the disconnection of service for the discussed dates. As a gesture of good will, a $25.00 credit has been applied to service address [redacted] and a second $25.00 credit has been applied to service address [redacted].
Account Status
The account balance for service address [redacted] is $168.82 and the account balance for service address [redacted] is $246.20.
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.
Nancy [redacted]
Customer Support
713-488-[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
Ms. [redacted] is disputing the price plan and account balances reflected for her electric service account at [redacted]
History
On [redacted], correspondence was sent to Ms. [redacted] advising that her electric service account at [redacted] was transitioning to Everything Energy. This letter also advised that Ms. [redacted] would receive the same pricing plan that she signed up for with Everything Energy under the Everyday Plus Monthly plan. This plan offers an energy charge of [redacted] and Transmission and Distribution service provider (TDSP) Delivery Charges passed through without mark-up. Additionally, the electricity facts label (EFL) for the Everyday Plus Monthly plan advises: Except for price changes allowed by law or regulatory action, this price is the price that will be applied during your first billing cycle; this price may change in subsequent months at the sole discretion of Everything Energy.
Ms. [redacted]’ electric service account transitioned to Everything Energy effective on [redacted].
On [redacted], Ms. [redacted] contacted Everything Energy inquiring about the price plan for her account and was advised that her plan information from Energy Plus had not updated to her account. Ms. [redacted] was also advised that Everything Energy would honor the pricing details for her account from Energy Plus and once she received her 1st invoice from Everything Energy, to call back to discuss term plan options.
On [redacted], an invoice for [redacted] was sent for the billing period of [redacted] through [redacted]. This invoice reflects Everyday Plus Monthly plan pricing with an energy charge of [redacted] per kWh.
On [redacted] Ms. [redacted] contacted Everything Energy to enroll her account on a term price plan. Ms. [redacted] agreed to enroll on Everything Energy’s Everyday Assured 12 plan. This plan offers an energy charge of [redacted] per kWh and a usage charge of [redacted] per billing cycle for usage below 1000 kWh. There will be no base charge for usage above 1000 kWh. This plan is for 12 months and has a $150.00 cancellation fee. The plan effective date is [redacted]. Ms. [redacted] was sent with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) on [redacted]
On July 11, 2014, an invoice for [redacted] was sent for the billing period of [redacted] through [redacted] with a balance forward of $85.15 and current charges of $79.89. This invoice reflects the Everyday Assured 12 plan with an energy charge of 3.4690¢ per kWh.
On [redacted], an invoice for $77.22 was sent for the billing period of [redacted] through [redacted]. This invoice reflects the Everyday Assured 12 plan with an energy charge of 3.4690¢ per kWh.
On [redacted], a corrected invoice for $429.30 was sent for the billing periods of [redacted] through [redacted] with a credit balance forward of $157.11 and current charges of $586.41. This invoice reflects Everyday Assured 12 plan pricing with an energy charge of 9.5¢ per kWh. Additionally, this invoice includes a $50.00 promotional incentive credit.
Later on [redacted], Ms. [redacted] contacted Everything Energy regarding her [redacted] and was provided an explanation of her billing and charges. Ms. [redacted] was advised that the invoices sent to her after her plan change reflected the incorrect energy charge and that has since been corrected with the September 10, 2014 invoice. Ms. [redacted] disputed the balance due and requested to speak with a supervisor and a callback request was submitted.
Everything Energy’s record’s do not reflect that a supervisor callback was made to Ms. [redacted].
On [redacted], Ms. [redacted] contacted Everything Energy via email advising that because she was disputing the invoiced charges, she would only be making a partial payment to her electric service account. Additionally, Ms. [redacted]’s advised that she did not receive a follow-up phone call from a supervisor as requested. An Everything Energy representative responded to Ms. [redacted]’ email apologizing for the supervisor callback oversight and requested additional details regarding her account concerns so that they could be properly addressed.
Everything Energy’s records do not reflect that an additional email was received from Ms. [redacted].
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused Ms. [redacted]. A review of Ms. [redacted]’ account determined that due to a system issue, Ms. [redacted]’s account was improperly invoiced under the Everyday Plus Monthly plan pricing for the billing periods of [redacted]. Ms. [redacted]’ account was subsequently re-invoiced for the billing periods of [redacted] through August 6, 2014 in accordance with her agreed upon plan pricing under Everything Energy’s Everyday Assured 12. As a courtesy, a credit of $50.00 has been applied to Ms. [redacted]’ account. No additional adjustments are warranted at this time.
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
###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]My last phone contact with Everything Energy representative, Nancy was on 7/1/15 @ 11:55a.m. I was told they have people working on this problem but can't give me a time frame. As of today's date, I have not received the promised resolution.
Regards,Kam [redacted]
I appreciate your help in getting this resolved. Southwest contacted me and updated my account with the correct points earned. I appreciate you offering the credit as well. All has been resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. [Provide details of why you are not satisfied with this resolution.]
My last phone contact with Everything Energy representative, Nancy was on 7/1/15 @ 11:55a.m. I was told they have people working on this problem but can't give me a time frame. As of today's date, I have not received the promised resolution.
Regards,
Kam [redacted]
Everything Energy’s Response to Revdex.com Case # [redacted]-Rebuttal
Everything Energy regrets any inconvenience these proceedings may have caused [redacted] and we apologize for the delay in the posting of the awards miles credit.
Due to a system issue, [redacted]’s [redacted] Airlines [redacted] member account was not recognized as a [redacted] Airlines [redacted] credit card member account. [redacted] is entitled to an additional 2,500 bonus award miles and an additional 1 mile for every $1.00 spent on the Energy Charge portion of his bill.
Everything Energy is currently in the process of working with [redacted] Airlines to award the remaining miles to [redacted]’s account. After awarding the miles, [redacted] Airlines will post the award miles credit to [redacted]’s [redacted] Airlines [redacted] account within two to three billing cycles.
Everything Energy’s Response to Revdex.com Case # [redacted]
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 she has...
not received her [redacted]s MileagePlus awards miles for her electric service at [redacted].
History
On November 29, 2014, Ms. [redacted] submitted a request via online to initiate service with Everything Energy on the next available mete read date. She agreed to enroll in the [redacted] Monthly plan with [redacted]s MileagePlus miles. As a part of Ms. [redacted]’s enrollment, her account will be awarded 7,500 MileagePlus miles and an additional 3 points for every $1.00 spent on the Energy Charge portion of her bill. Ms. [redacted] received a terms of service agreement, a copy of “Your Rights as a Customer” document, an electricity facts label (EFL) upon completion of her online enrollment.
On December 1, 2014, Ms. [redacted]’s request for electric service at [redacted] completed.
On February 5, 2015, Ms. [redacted] contacted Everything Energy requesting to know the time frame to receive her MileagePlus award miles. The Everything Energy representative advised Ms. [redacted], the MileagePlus miles are awarded after the second month of service, therefore Ms. [redacted] expect miles to post to her account within 6-8 weeks.
On February 25, 2015, Ms. [redacted] requested service with another retail electric provider, terminating her electric service with Everything Energy.
On April 8, 2015, Ms. [redacted] contacted Everything Energy requesting the status of her MileagePlus award miles. At this time an investigation was submitted to determine the delay in Ms. [redacted]’s MileagePlus award miles.
On May 4, 2015, the investigation determined an error with Ms. [redacted]’s online enrollment caused the MileagePlus award miles to be delayed. Everything Energy has corrected the previously submitted online enrollment information to include MileagePlus award miles.
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused Ms. [redacted]. A review of Ms. [redacted]'s account determined that due to a system issue, Ms. [redacted]'s' award miles credit postings were delayed.
On May 29 2015, a request was submitted to correct the MileagePlus award miles credit to Ms. [redacted]'s [redacted]s account. Ms. [redacted] will be contacted once the miles have been confirmed to the account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
Customer Support
[redacted]
[redacted] is requesting monetary compensation due to a disconnection of her electric service at [redacted]. Additionally, [redacted] states that she did not...
receive [redacted] Airlines promotional incentive associated with her price plan.
History
On [redacted], correspondence was sent to [redacted] advising that her electric service account at [redacted] was transitioning to Everything Energy. This letter also advised that [redacted] would receive a [redacted] Airlines Rapid Rewards Points enrollment bonus of [redacted] points as part of her enrollment.
[redacted]’s electric service account transitioned to Everything Energy effective on [redacted].
On [redacted] contacted Everything Energy and agreed to transfer the electric service at [redacted] effective [redacted] to 3[redacted] effective [redacted] and her request was processed.
On [redacted], an invoice for $[redacted] was sent for the billing period of [redacted] through [redacted] for the electric service at [redacted].
On [redacted], a final invoice for $[redacted] was sent for the final billing period of [redacted] through [redacted] for the electric service at [redacted] with a balance forward of $[redacted] and current charges of $[redacted].
On [redacted] an invoice for $[redacted] was sent for the billing period of [redacted] through [redacted] for the electric service at 3[redacted] with a balance forward of $[redacted] and current charges of $[redacted]
On [redacted], a disconnection notice for $[redacted] was sent due by [redacted].
Payment was not received by the disconnection notice due date; therefore, on [redacted], a disconnect request was sent to y ([redacted]).
On [redacted] contacted Everything Energy regarding her account status and was provided with an explanation of her billing and charges. At that time, [redacted] processed payments totaling $[redacted] and a reconnect request was submitted to [redacted]. [redacted] was provided with the reconnect timeframe. Additionally, [redacted] inquired about [redacted] Airlines Rapid Rewards Points enrollment bonus of [redacted] points and was advised that she should receive the points by the end of the month.
On [redacted] contacted Everything Energy regarding the status of her [redacted] Airlines Rapid Rewards Points stating that she had not received them. At that time, a request was processed to investigate [redacted]’s account.
On [redacted], an invoice for $[redacted] was sent for the billing period of [redacted] through [redacted] with a balance forward of $[redacted], a late payment penalty of $[redacted] and current charges of $[redacted]
On [redacted], a disconnection notice for $[redacted] was sent due by [redacted].
On [redacted], Everything Energy received notification that the electric service at 3[redacted] was switching to another retail electric service provider (REP) effective [redacted], resulting in the closure of [redacted]'s account.
On [redacted], a final invoice for $[redacted] was sent for the final billing period of [redacted] through [redacted] with a balance forward of $[redacted], a disconnect recovery charge of $[redacted], a late payment penalty of $[redacted] and current charges of $[redacted].
Resolution
Everything Energy regrets any inconvenience these proceedings may have caused [redacted]. A review of [redacted]’s account determined that notification was sent to [redacted] advising of the account transition to Everything Energy and that the account was invoiced in accordance with her Terms of Service. No adjustments are warranted at this time. Additionally, a request has been submitted to investigate [redacted]’s [redacted] Airlines Rapid Rewards Points. [redacted] will be contacted once the investigation is complete.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
Customer Support
###-###-####
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Everything Energy’s Response to Revdex.com Case #[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 requesting to lower her deferred payment plan installments and remove the switch-hold for her electric service account at [redacted]
History
On January **, 2014, an invoice for $870.07 was sent for the billing period of December **, 2013 through January [redacted] 2014 for the electric service at [redacted] with a balance forward of $768.89 and total current electricity charges of $101.18.
On February *, 2014, a disconnection notice of $768.89 was sent to [redacted] due by February **, 2014.
On February **, 2014, [redacted] contacted Everything Energy regarding the status of her account and agreed to set up the balance of $768.89 on a 5 month deferred payment plan with a down payment of $384.45 due by February **, 2014. During the conversation, [redacted] agreed to the terms and conditions of the deferred payment and a switch-hold was placed on her account. Confirmation of the deferred payment plan agreement was sent on February **, 2014.
On February [redacted] 2014, a payment of $101.18 posted to [redacted]’s account.
On February **, 2014, an invoice for $894.70 was sent for the billing period of December **, 2013 through January [redacted] 2014 for the electric service at [redacted] and for the billing period of January **, 2014 through February **, 2014 for the electric service at [redacted] with a balance forward of $768.89, a transfer to deferred payment plan of $768.89, deferred payment plan requests totaling $538.23 and total current electricity charges of $356.47.
On February **, 2014, a payment of $385.00 posted to [redacted]’s account.
On March [redacted] 2014, [redacted] contacted Everything Energy and requested to make a payment towards her deferred payment plan balance and her call was transferred to a supervisor. At that time, [redacted] agreed to deactivate the current deferred payment plan and her request was processed. [redacted] agreed to set up the balance of $740.36 on a 6 month deferred payment plan with a down payment of $150.00 due by March **, 2014. During the conversation, [redacted] agreed to the terms and conditions of the deferred payment and a switch-hold was placed on her account. [redacted] then reported a payment of $150.00 and her payment was validated. Confirmation of the deferred payment plan agreement was sent on March [redacted] 2014.
On March [redacted] 2014, an invoice for $662.89 was sent for the billing period of January [redacted] 2014 through February **, 2014 for the electric service at [redacted] and for the billing period of February [redacted] 2014 through March **, 2014 for the electric service at [redacted] [redacted] with a balance forward of $359.70, a cancelled deferred payment plan request of $230.66, a transfer to deferred payment plan of $740.36, deferred payment plan requests totaling $494.32 and total current electricity charges of $318.57.
Multiple contacts were received from [redacted] from March **, 2014 through April *, 2014 regarding her account balance and she was provided with an explanation of her billing and charges.
On April *, 2014, [redacted] contacted Everything Energy to request and extension and was advised that because her account was already active on a payment arrangement, the account is not eligible for an extension.
Later on April 7, 2014, a payment of $380.50 posted to [redacted]’s account.
Resolution
Everything Energy has invoiced [redacted]’s account based upon the meter readings provided by Oncor Electric Delivery Company (Oncor) and based upon the terms and conditions of Everything Energy's deferred payment plan. At this time, the switch-hold is unable to be removed for [redacted]’s account until the terms of the deferred payment plan have been satisfied.
Attempts to contact [redacted] regarding her request to lower her installment amounts have been unsuccessful; however, voice messages have been left.
For any additional questions about this concern, please contact me at the number 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]
New Roman', 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:
Brief description of complaint
Mr. [redacted] is disputing not receiving monthly invoices for the electric service account at [redacted]
History
Mr. [redacted]’s electric service account at [redacted] transitioned to Everything Energy (EE) effective October 2, 2013.
On December 31, 2013, Mr. [redacted] contacted EE and agreed to transfer the electric service [redacted] effective January 7, [redacted] effective January 2, 2014 and his request was processed.
On January 9, 2014, a final invoice for $295.04 was sent for the billing period of November 26, 2013 to December 30, 2013 and December 30, 2013 through January 7, 2014 for the electric service at [redacted]. The invoice listed a balance forward of $53.96, a paid deposit conversion credit balance of $55.34, a paid deposit conversion credit of $125.00, a cash deposit request for $55.34, a deposit refund credit balance of $125.00, a deposit refund credit balance of $55.34, a cash deposit request for $180.34, a deposit interest credit balance of $0.01, and total current electricity charges of $116.09.
On January 27, 2014, an invoice for $444.84 was sent for the billing period of January 2, 2014 through January 23, 2014 for the electric service at [redacted] The invoice listed a balance forward of $295.04 and total current electricity charges of $149.80.
On January 30, 2014, a disconnection notice was issued advising that the amount of $295.04 would be due by and a $5.00 disconnect notice fee was applied.
On February 7, 2014, a payment of $170.05 was posted to the account.
On February 12, 2014, a disconnection notice was issued advising that the amount of $124.99 would be due by and a $5.00 disconnect notice fee was applied.
On February 24, 2014, an invoice for $550.39 was sent for the billing period of January 23, 2014 through February 20, 2014. The invoice listed a balance forward of $274.79, a disconnect notice fee of $5.00, a late payment penalty fee of $5.74, and total current electricity charges of $270.15.
On February 25, 2014, a disconnection notice was issued advising that the amount of $274.79 would be due by and a $5.00 disconnect notice fee was applied.
On February 25, 2014, a payment of $124.99 was posted to the account.
On March 4, 2014, a disconnection notice was issued advising that the amount of $10.29 would be due by and a $5.00 disconnect notice fee was applied.
On March 8, 2014, a payment of $10.29 was posted to the account.
On March 18, 2014, a disconnection notice was issued advising that the amount of $432.90 would be due by and a $5.00 disconnect notice fee was applied.
On March 25, 2014, an invoice for $660.51 was sent for the billing period of February 20, 2014 through March 21, 2014. The invoice listed a balance forward of $422.61, three separate disconnect fees for a total of $15.00, a late payment penalty fee total of $22.16 and total current electricity charges of $190.45.
On April 1, 2014, a payment of $432.90 was posted to the account.
On April 15, 2014, a disconnection notice was issued advising that the amount of $227.61 would be due by and a $5.00 disconnect notice fee was applied.
On April 25, 2014, an invoice for $377.42 was sent for the billing period of March 21, 2014 through April 23, 2014. The invoice listed a balance forward of $227.61, a disconnect notice fee of $5.00, a late payment penalty of $10.27, and total current electricity charges of $134.54.
On April 27, 2014, a payment of $227.61 was posted to the account.
Resolution
In reviewing Mr. [redacted]’s account, Everything Energy’s records do not indicate that mailed monthly invoices were returned by mail. Mr. [redacted] has been contacted and copies of the related invoices were emailed and mailed to Mr. [redacted].
Mr. [redacted] has been invoiced based upon the prices disclosed on the electricity facts label (EFL) for the Power Texas 12 plan pricing.
As a courtesy, late fees totaling $45.66 and disconnect notice fees totaling $30.00 were credited to the 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]
New Roman', 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
Mr. [redacted] states that a payment processed through his financial institution’s online bill pay has not been applied to his electric service account at [redacted]
History
On April 10, 2014, a disconnection notice for $102.34 was sent to Mr. [redacted] due by April 21, 2014.
Payment did not post to Mr. [redacted]’s account by the disconnection notice due date; therefore, on April 22, 2014, a disconnect request was sent to CenterPoint Energy (CNP).
Later on April 22, 2014, Mr. [redacted] contacted Everything Energy advising that he processed a payment for $102.34 on April 8, 2014 through his financial institution’s online bill pay and that the payment has since cleared his financial institution account. Mr. [redacted] was advised that a request could be processed to investigate his account; however, was incorrectly advised that a payment satisfying the disconnection notice amount would have to post to his account prior to a reconnection request being processing although the account would be under investigation. Mr. [redacted] processed a payment of $102.34, at which time, a request was submitted to CNP to restore the electric service at Mr. [redacted]’s premise.
Later on April 22, 2014, Everything Energy received confirmation that Mr. [redacted]’s electric service had been restored.
Resolution
A review of Mr. [redacted]’s account confirmed that his April 8, 2014 payment processed through his financial institution’s online bill pay did not post to his electric service account. Everything Energy has not received duplicate payments of $102.34 to Mr. [redacted]’s account.
On April 23, 2014, a Everything Energy representative contacted Mr. [redacted] advising that a request to investigate his account for his April 8, 2014 payment was processed; however, requested that he provide a copy of his bank statement reflecting that the payment cleared his financial institution account. Mr. [redacted] advised that he would send his bank confirmation page which reflected the details of the processed payment and he was provided with the fax number for Everything Energy’s Remittance Processing Department.
Mr. [redacted]’s missing payment investigation is currently ongoing. It can take 24 to 48 hours or up to 2 weeks to research Mr. [redacted]’s payment depending on the complexity and source of his issue. If Mr. [redacted] has not provided a copy of his bank confirmation page, he can fax that information and/or supporting documents to Everything Energy at [redacted] for review.
As a courtesy, a late payment penalty of $4.88 and a disconnect recovery fee of $25.00 were credited to Mr. [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]