Reliant’s Response to Revdex.com Case # [redacted] At Reliant, 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] ’s complaint against Reliant concerns the disconnection of his electric service and the loss of wages and perishable food items Mr [redacted] states that he was provided incorrect information with no resolution Mr [redacted] is requesting compensation for his loss and inconvenience due to the disconnection of his electric service History On September 21, 2015, Mr [redacted] contacted Reliant to enroll his electric service account at County Road effective September 21, and Mr [redacted] was advised that his enrollment would complete later on September 21, Later on September 21, 2015, Mr [redacted] contacted Reliant regarding the status of his account and he was advised that due to a system error his enrollment request was not submitted to Oncor Electric Delivery Company (Oncor) At that time, a priority lights on request was submitted to Oncor for Mr [redacted] ’s electric service at County Road effective September 22, Additionally, Mr [redacted] was offered alternate lodging accommodations at a hotel Due to a system error, Reliant did not release Mr [redacted] ’s enrollment request to be worked on September 21, Mr [redacted] ’s enrollment request was submitted on September 22, with a request date of September 21, On September 22, 2015, Reliant received notification advising that Mr [redacted] ’s enrollment request was rejected due to a transactional error; however, no further action was required because the issue had been resolved with the completed priority lights on request Resolution Reliant regrets any inconvenience or confusion experienced by Mr [redacted] concerning the initiation of his electric service It was not Reliant’s intention to provide Mr [redacted] with inaccurate information regarding the status of his enrollment request Mr [redacted] was provided with alternate lodging accommodations at a hotel due to the delay of his enrollment request In addition, a request was sent Reliant’s Claim Department for review regarding Mr [redacted] ’s food loss claim during the time he was without power On September 25, 2015, Reliant’s Claim department sent a correspondence to Mr [redacted] advising that for further consideration of his loss we would need to review any documentation for his out of pocket expenses that were a direct result of this incident In addition, Reliant is not liable for consequential, incidental or indirect damages Therefore, Reliant is unable to consider any claim for loss of business or wages In an attempt to resolve this matter, a $credit was applied to Mr [redacted] ’s account
Reliant’s Response to Revdex.com Case # [redacted] Reliant regrets any inconvenience these proceedings may have caused Ms [redacted] A review of Ms [redacted] ’s account confirmed that Reliant received a valid agreement her account on Reliant’s Secure planTherefore, no adjustments are warranted at this timeMs [redacted] ’s account was not assessed an Early Cancellation Fee for switching to an alternate price plan or retail electric providerReliant’s records do not reflect any prior conversation of enrollment on Reliant’s Predictable planIn review, Ms [redacted] ’s address is eligible to enroll on Reliant’s Predictable plan and is currently listed at $per month on Reliant.com For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Deidra [redacted] Customer Support 713-488-
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, 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 Ms [redacted] states that an unauthorized account was opened under her name at [redacted] *** Ms [redacted] is disputing the account charges being sent to a collection agency and is requesting that a settlement later be sent History After researching this complaint Reliant has concluded the following: On August 8, a valid online enrollment request was received under Ms [redacted] name to enroll the electric service account at [redacted] effective August 9, and the request was processed The enrollment completed on August 9, On August 18, 2016, Reliant received notification that the electric service account at [redacted] was in the process of closing effective August 26, due to an enrollment request received for the premise by another retail electric provider (REP) On August 30, 2016, a final invoice for $was sent to the mailing address of record, [redacted] *** Payment satisfying the account balance did not post to Ms [redacted] account; therefore, on November 16, the account balance was referred to collections On November 16, 2016, Ms [redacted] contacted Reliant disputing the collection activity stating that an account was created fraudulently under her name and a request was processed to investigate On November 30, 2016, the investigation determined that we were unable to place Ms [redacted] at the address and Reliant would need to receive a completed Fraud Affidavit and a copy of an identity theft police report to complete the dispute On December 20, 2016, Reliant received a valid police report from Ms [redacted] Ms [redacted] was contacted and advised that the Fraud Affidavit would be required to finalize dispute On February 7, 2017, Ms [redacted] contacted Reliant regarding the status of the investigation and she was advised that the police report was received; however, the investigation was still pending receipt of the Fraud Affidavit On February 8, 2017, Reliant received a valid Fraud Affidavit that had been signed and notarized At that time, a request was submitted to cancel the charges for the Reliant electricity service under Ms [redacted] name Several contacts were received from Ms [redacted] from February 8, through February 14, requesting a settlement letter be sent to her via email and she was advised that the correspondence could only be sent via mail Ms [redacted] declined to provide a mailing address for settlement letter On February 21, 2017, a settlement letter was sent to Ms [redacted] at the P.OBOX listed on the Fraud Affidavit Resolution A review of the account determined that Reliant received a valid agreement to enroll the electric service at [redacted] under Ms [redacted] name Ms [redacted] social security number and date of birth were provided as authorization for the enrollment As such, Reliant invoiced the account correctly based upon the terms and conditions of Reliant’s Terms of Service Once Reliant was made aware of the fraudulent account a request was opened to investigate Ms [redacted] account Reliant requires a notarized fraud affidavit with a police report stating a theft of identity has occurred in order to complete a theft/unauthorized enrollment claim Once the documentation was received, it was reviewed and the charges for the Reliant electricity service were cancelled and all negative reporting removed accordingly For any additional questions about this concern, please contact me at the number below I’m available Monday through Friday from a.mto p.m Deidra [redacted] Customer Support 713-488-
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, 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 disputing the final invoice billing amount for the electric service at [redacted] History On January 14, 2015, an online request was received from Mr [redacted] requesting to enroll in the Retro-Average Billing programCorrespondence was emailed to Mr [redacted] at [redacted] .***@GMAIL.COM confirming his enrollment in the Average Billing Program on January 14, The email correspondence included a “Learn how Average Billing is calculated” link that provided Mr [redacted] further detailed explanations of the Average Billing monthly payment calculation process and Deferred Balance accrual and settlement process Our records indicate that subsequent invoices were emailed to Mr [redacted] at [redacted] .***@GMAIL.COM reflecting his participation in the Average Billing Program and monthly Average Billing Deferred Balance On July 6, 2015, Mr [redacted] contacted Reliant and requested to transfer the electric service to [redacted] effective July 8, At that time, the Reliant representative advised Mr [redacted] if enrolled in the Average Billing program, any deferred balance or credit will be billed to the final invoiceAdditionally, a confirmation email was sent to Mr [redacted] at [redacted] .***@GMAIL.COM which included a copy his Terms of Service Agreement, a copy of Your Rights as a Customer Document and an Electricity Facts Label (EFL) On July 10, 2015, a final invoice of $was sent for the final billing period of June 8, through July 8, with Current Charges of $and a Balance Due from Billing Plan of $ On July 10, 2015, Mr [redacted] contacted Reliant for an explanation of his final invoice The Reliant agent reviewed the account and provided an explanation of the invoice amount Later on July 10, 2015, Mr [redacted] contacted a Reliant web-chat representative to dispute his final invoiceMr [redacted] stated that he was not advised that the Average Billing program does not transfer or that the Average Billing Deferred Balance is billed once he closes his accountThe web representative advised Mr [redacted] that the information is provided in the Average Billing correspondence and is stated when processing a transfer of service Resolution Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr***’s concerns regarding the average billing dispute; however, Mr***’s account has been invoiced correctly based upon the terms and conditions disclosed in the Terms of Service and Reliant’s Average Billing Program correspondenceIn the event the contract is canceled or terminated or your electric service is disconnected the Average Billing option does not affect your obligation to pay for all actual usageAdditionally, as previously stated, on July 6, 2015, Mr [redacted] was advised that if the account is enrolled in the Average Billing program, any deferred balance or credit will be billed to the final invoiceAt this time, no adjustment or credits are warranted For any additional questions about this concern, please contact me at [redacted] I am available Monday through Friday from 8:a.mto 5:p.m Crystal [redacted] Customer Support [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me I appreciate your assistance and Reliant Customer Support to resolve this issue. Thanks,
Reliant's response to Revdex.com # *** is attachedFor any additional questions or concerns, please contact me at the number below I'm available Monday through Friday from a.mto p.m.Thanks,Crystal ***
Reliant’s Response to Revdex.com Case # ***
At Reliant, 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
***’s complaint against Reliant concerns the timeframe to have his *** service account at *** *** *** initiated. Mr*** stated that his *** service has been disconnected although he contacted Reliant on May 23, and June 17, regarding his account status and was reassured that the problem would be resolved. Mr*** is requesting further investigation into this matter
History
After researching this complaint we have concluded the following: On May 20, 2015, Reliant received an online enrollment request from Mr*** for new ***ity service at *** *** *** effective May 26, 2015, establishing account #***
On May 22, 2015, Reliant received notification from the *** *** Council of Texas (***) that Mr***’s pending enrollment request for *** *** *** could not be completed due to a duplicate enrollment processed by another retail *** provider (REP) for the same day. Correspondence was sent to Mr*** on May 25, advising him of the status of his enrollment request
On May 25, 2015, Mr*** contacted Reliant regarding the status of his account and was advised that the pending enrollment request scheduled for May 26, was cancelled. At that time, Mr*** processed a new enrollment request effective May 26, 2015, establishing account #***. After the enrollment request was processed, Mr*** advised that because he was unable to access his online account management (OAM) earlier in the day, he completed a new online enrollment request under his previous account #***. Mr*** inquired if that enrollment would still be considered valid and was advised that his enrollment request completed under account #*** was cancelled and the enrollment for his new account #*** completed successfully
On May 26, 2015, Reliant received notification from *** that Mr***’s pending enrollment request for *** *** *** could not be completed due to a duplicate enrollment processed for the same day for *** *** ***. Correspondence was sent to Mr*** on May 27, advising him of the status of his enrollment request
On June 16, 2015, Mr*** contacted Reliant stating that he was unable to view his usage and account information through OAM. Mr*** was incorrectly advised that the meter readings had not been received from *** *** Delivery Company (***) which is what prevented him from being able to access his account data from OAM
Multiple contacts were received from Mr*** from July 2, through July 6, advising that he was without power. Mr*** was advised that due to duplicate enrollment requests, his May 25, enrollment request was cancelled At that time, a request was processed to resubmit Mr***’s May 25, enrollment request
Resolution
Reliant regrets any inconvenience or confusion experienced by Mr*** concerning the initiation of his *** service. A review of Mr***’s account determined that due to a processing delay, the
July 2, request to resubmit Mr***’s enrollment was not processed until July 6, 2015. Mr***’s enrollment request completed on July 6, 2015. Additionally, a Reliant representative contacted *** and received confirmation that Mr***’s *** service at *** *** *** was activated on July 6,
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
*** ***
Customer Support
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
*** replaced our meter on April 11, we were replacing my backyard fence when they showed up so I know it was replaced this year and as soon as it was replaced look at those bills and compare to the ones prior to it being replaced
Reliant’s Response to Revdex.com Case # ***
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms*** is disputing the disconnection
of service for electric service at *** *** *** #***
History
On August 4, 2015, a disconnection notice was issued advising that the amount of $would need to be satisfied by August 14, 2015. . If the payment was not satisfied by that date, a disconnect recovery charge of $would be assessed to the account
On August 17, 2015, a $disconnect notice fee was placed to the account
On August 18, 2015, a disconnection request was issued due to non-payment
On August 19, 2015, Ms*** contacted Reliant to advise that she was without service and stated that the account was enrolled on the automatic payment option. The agent advised that the account was not set up for the automatic payment option. Ms*** requested that the full amount be satisfied by a one-time payment by checking account. The agent completed a one-time payment for $and issued the reconnection request. The agent also credited the $disconnect recovery charge as a one-time courtesy to the account
On August 24, 2015, Reliant received notification that the payment for $was not honored by Ms*** financial institution. At that time, a $NSF fee was assessed to Ms*** account. Correspondence advising Ms*** of the returned payment was sent on August 25, advising that a No Checks Allowed status was placed to the account due to the returned payment
On August 25, 2015, a disconnection request was issued due to non-payment
On August 26, 2015, Ms*** contacted Reliant to advise that she was without service. The agent reviewed the account advised that the payment was returned. Ms*** stated that a payment was processed the make the account current. The agent advised to process a payment by credit card to have the payment restored for service
Later that day, a payment of $was posted to the account and a reconnection request was issued. The reconnection was completed the same date
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***
On August 31, 2015, Ms*** was contacted advising that as a one-time courtesy, the No Checks Allowed status would be removed from the account and the returned payment fee of $would be credited to the account
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
Bern ***
Customer Support
***
Reliant’s Response to Revdex.com Case #***
At Reliant, 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***’s complaint against
Reliant is in regards to a $Service Call fee from CenterPoint Energy (CNP) that was assessed to her electric service account at *** *** *** ***
History
After researching this complaint we have concluded the following: Ms*** 's service initiated at *** *** *** *** on January 11, 2002. Ms***’s local transmission and distribution service provider (TDSP) is CNP. CNP is Ms*** ’s local TDSP at the above address and is responsible for physically reading the meter at her premise and then sending Ms*** 's accurate meter reads to Reliant. Ms*** would have the same TDSP regardless of her retail electric provider (REP). Reliant simply billed Ms*** based on meter read information provided by CNP
On August 17, 2015, an invoice for $was sent for the billing period of July 14, through August 12, (1,kWh) which includes a $Service Call fee
On October 5, 2015, Ms*** contacted Reliant to dispute the $Service Call fee reflected on her August 17, invoice. Ms*** was advised that the fee was assessed by CNP. At that time, a Reliant representative contacted CNP to verify the Service Call fee assessed to Ms***'s account and was advised that a No Service-Trouble Call was received through their automated system and a CNP technician was dispatched to the service address and there was power so MsRahmnig's account was assessed the Service Call fee. Ms*** was provided with the information received from CNP
Resolution
Reliant regrets any miscommunication or confusion these proc***ings may have caused Ms***. Although the situation is unfortunate, due to the electricity billing method in the Texas market, CNP does not bill the customer directly for meter connection services. The charges for services completed by CNP are simply passed through without markup and in turn, billed to the customer on behalf of CNP. On, November 23, 2015, a Reliant representative contacted CNP and was advised that the $Service Call fee was valid and that no adjustments were warranted. As a courtesy to resolve this matter, a credit of $was applied to Ms***'s account to offset the charge of the Service Call fee.
Ms***'s high bill was a result of higher electricity consumption (or meter readings). Reliant is not in a position to determine whether or not the meter reads were accurate for electricity service or why her recent meter reads were possibly high. CNP is the entity responsible for reading Ms***’s meter and delivering accurate meter reads too Reliant for billing. As such, a review of Ms***'s account determined that Reliant has invoiced the account correctly based on the meter readings provided by CNP and in accordance with her Terms of Service. Reliant simply billed Ms*** based on meter reads provided by CNP. Additionally, on November 23, 2015, Reliant sent CNP a request to test the meter located at *** *** *** *** on behalf of Ms***. Ms*** will be contacted with the results of the meter test. CNP advises to allow to business days for the meter test to be completed. In conclusion, if any corrections are necessary, CNP will send an adjusted meter read to Reliant, and in turn we will adjust Ms***'s electric service account charges accordingly. However, Reliant has not received any necessary corrections from CNP at this time and must assume all meter reads are correct pending the meter test
We appreciate Ms***’s continued service with Reliant
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
Deidra W***
Customer Support
713-488-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint The refund had nothing to do with the chargeI verified that multiple times with the rep I spoke toThe refund was provided because I had called times with no resolution to my issue. No one can provide me with the recorded phone call I have been told there is, therefore I should not have to pay for something that you cannot prove. Has anyone talked to the actual tech that came to the house who clearly could see there was NO issue at our address when he arrived and spoke w my daughter.
Regards,
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant regrets any inconvenience these proceedings may have caused and we understand ***’s position regarding the delay of his switch request to Reliant and the referral bonus creditIn an attempt to resolve this matter, a $credit was applied to Mr***’s account to compensate for the penalty assessed by his apartment complex due to the delay of the electric service at his electric service addressAdditionally, the Reliant Card Credit of $has been applied to Mr***’s account
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
Deidra W***
Customer Support
713-488-
Issue
Ms***' complaint against Reliant concerns the refund of an unauthorized payment processed from her debit card by a Reliant representative. Ms*** stats that she was advised that the payment could not be reversed and is requesting further assistance with this
matter
History
On November 10, 2015, an invoice for $was sent for the billing period of October 7, through November 5, with a Balance Forward of $115.50, Total Current Electricity Charges of $43.78, a Disconnect Notice Fee of $10.00, a Credit for Disconnect Recovery Charge of $25.00, a Late Payment Penalty of $and a Act of Kindness Credit of $
On November 12, 2015, Ms*** contacted Reliant and requested to process a payment for the past due amount of $and her request was processed. However, the agent incorrectly processed a duplicate payment in the amount of $resulting in a credit balance of $on Ms***' account
Later on November 12, 2015, Ms*** contacted Reliant and requested to speak to a supervisor due to an unauthorized payment from her payment card in the amount of $and her call was transferred. The Reliant supervisor apologized for the inconvenience and advised that the full $payment unfortunately could not be reversed because a portion of it was applied towards the invoiced Current Charges. Ms*** was advised to either dispute the payment transaction with her financial institution or fax in a letter from her financial institution stating that they will not refund the payment back to her account. At that time, a request was processed to refund the credit balance of $
On November 13, 2015, a refund check for $was sent to the mailing address on record for Ms***
Resolution
Reliant apologizes for any inconvenience or confusion these proceedings may have caused Ms***. Although the situation is unfortunate Reliant’s standard procedure is for the customer to first attempt to dispute the payment with their financial institution to avoid duplicate refunds. Once Reliant was made aware of the payment issue a request was submitted to refund the additional credit balance and a refund check in the amount of $was sent on November 13, 2015. Additionally, in an attempt to resolve this matter a credit of $was applied to Ms***' account
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
Deidra ***
Customer Support
713-488-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I have made my complaint clear reliant is reluctant to tell me where the rate schedule comes from nor are they willing to charge me market price as you can see they keep trying to bully me in the email was my first question is does this person with Reliant have the authority to change the price they keep sending me chain letters that don't even have my name I understand these tactics they are not trying to resolve the problem that is why I contacted the Revdex.com
[Provide details of why you are not satisfied with this resolution.]
Regards,
Good Afternoon MsShiffler, My name is Missael and I am with Allied Home Warranty’s Customer Dispute Resolution department and I did want to get in contact with you in regards to your complaintUnfortunately while we are sister companies, we are not Services By Reliant and as such we are
unable to directly assist you with the issue you were having with their retail service however, I would like to assist you nevertheless and act as an intermediary between yourself and Reliant and hopefully have this resolved for youI have reached out to their company to investigate the issue and I am currently awaiting a response from their HVAC manager and I should have a response for you no later than Tuesday at the latestIf you have any questions or concerns in the meantime, please feel free to use this medium to contact me and I will be more than happy to assist you in any way that I can Thank you for your time, M*** Rodriguez Customer Dispute Resolution
Reliant’s Response to Revdex.com Case # ***
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms*** is disputing
the billing invoice for electric service at *** *** *** ***
History
On July 16, 2015, an invoice for $with a due date of August 17, was sent for the billing period of June 12, through July 14, with a Balance Forward of $280.00, a Current Balanced Billing Amount of $280.00, Total Current Non-Electricity Charges of $4.99, and a Late Payment Penalty of $13.25. This invoice also states "After payment of your monthly Total Due, your Deferred Balance will be a credit of $394.55"
On July 17, 2015, a payment of $was posted to the account
On July 20, 2015, Ms*** contacted Reliant to inquire on the balanced billing option for the account. The Reliant agent reviewed the account and advised of the terms for the balanced billing and offered to transition the account to average billing. Ms*** accepted and the Reliant agent processed the request. The agent advised to allow 1-billing cycles for the request to complete. Ms*** requested that the late payment penalty of $be credited back. The Reliant agent advised that the late payment penalty could not be reversed due to a previous late penalty fee reversal as a courtesy to the account.
Resolution
Reliant’s Balanced Billing plan is a budgeting tool that allows customers to pay an averaged amount each month to even out the highs and lows of seasonal changes. The deferred balance is the cumulative difference between the monthly Reliant Balanced Billing amount and the actual bill.
Reliant regrets any inconvenience these proceedings may have caused Ms*** however, the account has been invoiced correctly based upon the terms and conditions of Reliant's Balanced Billing program and in accordance with the terms of serviceMs***'s account balance is correct. As a courtesy to the account, the late charge of $was credited to the account
The request to transition the account from the Balanced Billing option to the Average Billing option has been processed and a corrected invoice will be issued reflecting the Average Billing option.
Multiple attempts to contact Ms*** have been unsuccessful.
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
Bern H***
Customer Support
***
Reliant’s Response to Revdex.com Case # ***
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Mr*** is disputing the notification
for service not starting for electric service at *** *** *** ***
History
On July 7, 2015, Mr*** completed an enrollment by phone for electric service at *** *** *** effective on the requested date of July 24, and his request was processed. Mr*** enrolled on the Reliant Conservation plan. The term is a nine month plan. Additionally, Mr*** was advised that based on the information provided, his identification was unable to be verified and he was requested to provide a copy of his identification to remove the identification hold. Ms*** was sent a terms of service agreement, a copy of "Your rights as a Customer" document and an electricity facts label (EFL) by email on July 7,
On August 9, 2015, Mr***'s enrollment expired
On September 5, 2015, Mr*** contacted Reliant to inquire on the service with Reliant. The Reliant representative advised that initial enrollment was not completed due to a copy of the identification not being received. The Reliant representative offered to complete a new enrollment to establish service in Mr***'s name for the requested date of September 8, and the enrollment was completed. Mr*** enrolled on the Reliant Conservation plan. The term is a twelve month plan. Additionally, Mr*** was advised that based on the information provided, his identification was unable to be verified and he was requested to provide a copy of his identification to remove the identification hold. Ms*** was sent a terms of service agreement, a copy of "Your rights as a Customer" document and an electricity facts label (EFL) by email on September 5,
On September 8, 2015, a copy of the identification was verified and the enrollment was completed
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr***’s concerns regarding his enrollment and identification request dispute. The issue is currently pending to verify the validity of the identification for the initial enrollment for the account. Mr*** will be contacted once the results of the research have been concluded.
On September 15, 2015, Mr*** was contacted by a Reliant representative advising that the issue is still under review and will be contacted once the results of the research have been concluded
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
Bern H***
Customer Support
***
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms***’s concerns. A response has not been received from *** at this time to verify the accuracy of the meter reading in dispute from June 30, to June 29, 2015. A secondary request has been sent to *** to confirm the meter readings submitted. ***’s records do not indicate that the meter was replaced for the residence. Ms*** will be contacted once a response is received from *** concerning the dispute
For any additional questions about this concern, please contact me at *** I am available Monday through Friday from 8:a.mto 5:p.m.
Bern H***
Customer Support
***
Reliant’s Response to Revdex.com Case # ***
At Reliant, we take complaints very seriously. We always appreciate hear*** from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find***s:
Issue
Mr*** is request***
compensation due to a loss of power at *** *** *** ***
History
On September 2, 2015, Ms*** contacted Reliant and agreed to enroll the electric service at *** *** *** *** effective September 15,
On September 8, 2015, Ms*** contacted Reliant and requested to cancel the enrollment request scheduled for September 15, and requested to enroll the electric service effective
September 9,
Multiple contacts were received from Mr*** and Ms*** on September 15, 2015, due to no powerThe Reliant representatives contacted *** *** *** *** *** and was advised that a move-out request by the previous tenant was completedA priority morequest was submitted to connect the electric service at Mr***’s premise and he was advised that the morequest will be worked within hoursMr*** requested compensation and was advised to call back and submit a claim for any lossesAdditionally, a Reliant representative offered to compensate him $to $for his customer experience
Resolution
Reliant regrets and apologizes for any inconvenience these proceed***s may have caused Mr***As previously stated *** advised that due to multiple requests received for the premise, the previously submitted move-out request was completed and resulted in a loss of power
As a courtesy, $75.00 will be credited to the account for Mr***’s customer experienceIf there were any losses or expenses incurred as a result of the loss of power, Mr*** can provide documentation and we will submit a claims request on his behalf for review
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
Crystal K***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,I accept most of the solutions to my problemwhat I do not accept is that I requested the cancellation of my servicethat is the problem that I want Reliant to knowthere are a big communication problems with their employeesI called to get information about my contract and the penalty in case that I moved to my son's house or just go with other electric providerthe representative told me that if I move , there were no penalty but if I get other electric provider , then I was going to be penalizedhe asked me when I was planning to move , I said by June 30thI told him ok, I want to get the disconnection by June 30th; but I have to get a writing confirmation that I was not going to be penalized .he then told me that they could not do thatI then told him if you can not give me that confirmation , just forget about the cancellation and let me make sure when I was ready to move and call them backhe said that I could call from 1-days to place the disconnection requestI never cancelled the contract or made the disconnection requestthe employee did!! When they disconnected my electricity I was going to work and had to stay at home, because we had a months old baby in the houseI was forced to loose my day and called relianttalked to aproximatel people, including a supervisor and they did not careI just had to stuck with a braking on my contract even though that I had more months to finalize italso I was forced to pay a total balance on my account and make a new contract in order to get my electricity reconnectedI did not have an optionmy complaint is, that they are not fair to the consumerI see this as an abuse we can not brake the contract but they can do it whenever they pleaseno Sr that is not acceptable specially when I used this company for many yearsis not fair that a client suffer all these hassles , just because an employee did not did the work as they are supposed tofortunately we still have other options in this country and that is what I was forced to do going with *** *** and solve my problemthey lost another client for lifeI am thinking of reporting this to the *** electricity association or the Electricity regulator of this state.*** ***
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, 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] ’s complaint against Reliant concerns the disconnection of his electric service and the loss of wages and perishable food items Mr [redacted] states that he was provided incorrect information with no resolution Mr [redacted] is requesting compensation for his loss and inconvenience due to the disconnection of his electric service History On September 21, 2015, Mr [redacted] contacted Reliant to enroll his electric service account at County Road effective September 21, and Mr [redacted] was advised that his enrollment would complete later on September 21, Later on September 21, 2015, Mr [redacted] contacted Reliant regarding the status of his account and he was advised that due to a system error his enrollment request was not submitted to Oncor Electric Delivery Company (Oncor) At that time, a priority lights on request was submitted to Oncor for Mr [redacted] ’s electric service at County Road effective September 22, Additionally, Mr [redacted] was offered alternate lodging accommodations at a hotel Due to a system error, Reliant did not release Mr [redacted] ’s enrollment request to be worked on September 21, Mr [redacted] ’s enrollment request was submitted on September 22, with a request date of September 21, On September 22, 2015, Reliant received notification advising that Mr [redacted] ’s enrollment request was rejected due to a transactional error; however, no further action was required because the issue had been resolved with the completed priority lights on request Resolution Reliant regrets any inconvenience or confusion experienced by Mr [redacted] concerning the initiation of his electric service It was not Reliant’s intention to provide Mr [redacted] with inaccurate information regarding the status of his enrollment request Mr [redacted] was provided with alternate lodging accommodations at a hotel due to the delay of his enrollment request In addition, a request was sent Reliant’s Claim Department for review regarding Mr [redacted] ’s food loss claim during the time he was without power On September 25, 2015, Reliant’s Claim department sent a correspondence to Mr [redacted] advising that for further consideration of his loss we would need to review any documentation for his out of pocket expenses that were a direct result of this incident In addition, Reliant is not liable for consequential, incidental or indirect damages Therefore, Reliant is unable to consider any claim for loss of business or wages In an attempt to resolve this matter, a $credit was applied to Mr [redacted] ’s account
Reliant’s Response to Revdex.com Case # [redacted] Reliant regrets any inconvenience these proceedings may have caused Ms [redacted] A review of Ms [redacted] ’s account confirmed that Reliant received a valid agreement her account on Reliant’s Secure planTherefore, no adjustments are warranted at this timeMs [redacted] ’s account was not assessed an Early Cancellation Fee for switching to an alternate price plan or retail electric providerReliant’s records do not reflect any prior conversation of enrollment on Reliant’s Predictable planIn review, Ms [redacted] ’s address is eligible to enroll on Reliant’s Predictable plan and is currently listed at $per month on Reliant.com For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Deidra [redacted] Customer Support 713-488-
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, 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 Ms [redacted] states that an unauthorized account was opened under her name at [redacted] *** Ms [redacted] is disputing the account charges being sent to a collection agency and is requesting that a settlement later be sent History After researching this complaint Reliant has concluded the following: On August 8, a valid online enrollment request was received under Ms [redacted] name to enroll the electric service account at [redacted] effective August 9, and the request was processed The enrollment completed on August 9, On August 18, 2016, Reliant received notification that the electric service account at [redacted] was in the process of closing effective August 26, due to an enrollment request received for the premise by another retail electric provider (REP) On August 30, 2016, a final invoice for $was sent to the mailing address of record, [redacted] *** Payment satisfying the account balance did not post to Ms [redacted] account; therefore, on November 16, the account balance was referred to collections On November 16, 2016, Ms [redacted] contacted Reliant disputing the collection activity stating that an account was created fraudulently under her name and a request was processed to investigate On November 30, 2016, the investigation determined that we were unable to place Ms [redacted] at the address and Reliant would need to receive a completed Fraud Affidavit and a copy of an identity theft police report to complete the dispute On December 20, 2016, Reliant received a valid police report from Ms [redacted] Ms [redacted] was contacted and advised that the Fraud Affidavit would be required to finalize dispute On February 7, 2017, Ms [redacted] contacted Reliant regarding the status of the investigation and she was advised that the police report was received; however, the investigation was still pending receipt of the Fraud Affidavit On February 8, 2017, Reliant received a valid Fraud Affidavit that had been signed and notarized At that time, a request was submitted to cancel the charges for the Reliant electricity service under Ms [redacted] name Several contacts were received from Ms [redacted] from February 8, through February 14, requesting a settlement letter be sent to her via email and she was advised that the correspondence could only be sent via mail Ms [redacted] declined to provide a mailing address for settlement letter On February 21, 2017, a settlement letter was sent to Ms [redacted] at the P.OBOX listed on the Fraud Affidavit Resolution A review of the account determined that Reliant received a valid agreement to enroll the electric service at [redacted] under Ms [redacted] name Ms [redacted] social security number and date of birth were provided as authorization for the enrollment As such, Reliant invoiced the account correctly based upon the terms and conditions of Reliant’s Terms of Service Once Reliant was made aware of the fraudulent account a request was opened to investigate Ms [redacted] account Reliant requires a notarized fraud affidavit with a police report stating a theft of identity has occurred in order to complete a theft/unauthorized enrollment claim Once the documentation was received, it was reviewed and the charges for the Reliant electricity service were cancelled and all negative reporting removed accordingly For any additional questions about this concern, please contact me at the number below I’m available Monday through Friday from a.mto p.m Deidra [redacted] Customer Support 713-488-
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, 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 disputing the final invoice billing amount for the electric service at [redacted] History On January 14, 2015, an online request was received from Mr [redacted] requesting to enroll in the Retro-Average Billing programCorrespondence was emailed to Mr [redacted] at [redacted] .***@GMAIL.COM confirming his enrollment in the Average Billing Program on January 14, The email correspondence included a “Learn how Average Billing is calculated” link that provided Mr [redacted] further detailed explanations of the Average Billing monthly payment calculation process and Deferred Balance accrual and settlement process Our records indicate that subsequent invoices were emailed to Mr [redacted] at [redacted] .***@GMAIL.COM reflecting his participation in the Average Billing Program and monthly Average Billing Deferred Balance On July 6, 2015, Mr [redacted] contacted Reliant and requested to transfer the electric service to [redacted] effective July 8, At that time, the Reliant representative advised Mr [redacted] if enrolled in the Average Billing program, any deferred balance or credit will be billed to the final invoiceAdditionally, a confirmation email was sent to Mr [redacted] at [redacted] .***@GMAIL.COM which included a copy his Terms of Service Agreement, a copy of Your Rights as a Customer Document and an Electricity Facts Label (EFL) On July 10, 2015, a final invoice of $was sent for the final billing period of June 8, through July 8, with Current Charges of $and a Balance Due from Billing Plan of $ On July 10, 2015, Mr [redacted] contacted Reliant for an explanation of his final invoice The Reliant agent reviewed the account and provided an explanation of the invoice amount Later on July 10, 2015, Mr [redacted] contacted a Reliant web-chat representative to dispute his final invoiceMr [redacted] stated that he was not advised that the Average Billing program does not transfer or that the Average Billing Deferred Balance is billed once he closes his accountThe web representative advised Mr [redacted] that the information is provided in the Average Billing correspondence and is stated when processing a transfer of service Resolution Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr***’s concerns regarding the average billing dispute; however, Mr***’s account has been invoiced correctly based upon the terms and conditions disclosed in the Terms of Service and Reliant’s Average Billing Program correspondenceIn the event the contract is canceled or terminated or your electric service is disconnected the Average Billing option does not affect your obligation to pay for all actual usageAdditionally, as previously stated, on July 6, 2015, Mr [redacted] was advised that if the account is enrolled in the Average Billing program, any deferred balance or credit will be billed to the final invoiceAt this time, no adjustment or credits are warranted For any additional questions about this concern, please contact me at [redacted] I am available Monday through Friday from 8:a.mto 5:p.m Crystal [redacted] Customer Support [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me I appreciate your assistance and Reliant Customer Support to resolve this issue. Thanks,
Reliant's response to Revdex.com # *** is attachedFor any additional questions or concerns, please contact me at the number below I'm available Monday through Friday from a.mto p.m.Thanks,Crystal ***
Reliant’s Response to Revdex.com Case # ***
At Reliant, 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
***’s complaint against Reliant concerns the timeframe to have his *** service account at *** *** *** initiated. Mr*** stated that his *** service has been disconnected although he contacted Reliant on May 23, and June 17, regarding his account status and was reassured that the problem would be resolved. Mr*** is requesting further investigation into this matter
History
After researching this complaint we have concluded the following: On May 20, 2015, Reliant received an online enrollment request from Mr*** for new ***ity service at *** *** *** effective May 26, 2015, establishing account #***
On May 22, 2015, Reliant received notification from the *** *** Council of Texas (***) that Mr***’s pending enrollment request for *** *** *** could not be completed due to a duplicate enrollment processed by another retail *** provider (REP) for the same day. Correspondence was sent to Mr*** on May 25, advising him of the status of his enrollment request
On May 25, 2015, Mr*** contacted Reliant regarding the status of his account and was advised that the pending enrollment request scheduled for May 26, was cancelled. At that time, Mr*** processed a new enrollment request effective May 26, 2015, establishing account #***. After the enrollment request was processed, Mr*** advised that because he was unable to access his online account management (OAM) earlier in the day, he completed a new online enrollment request under his previous account #***. Mr*** inquired if that enrollment would still be considered valid and was advised that his enrollment request completed under account #*** was cancelled and the enrollment for his new account #*** completed successfully
On May 26, 2015, Reliant received notification from *** that Mr***’s pending enrollment request for *** *** *** could not be completed due to a duplicate enrollment processed for the same day for *** *** ***. Correspondence was sent to Mr*** on May 27, advising him of the status of his enrollment request
On June 16, 2015, Mr*** contacted Reliant stating that he was unable to view his usage and account information through OAM. Mr*** was incorrectly advised that the meter readings had not been received from *** *** Delivery Company (***) which is what prevented him from being able to access his account data from OAM
Multiple contacts were received from Mr*** from July 2, through July 6, advising that he was without power. Mr*** was advised that due to duplicate enrollment requests, his May 25, enrollment request was cancelled At that time, a request was processed to resubmit Mr***’s May 25, enrollment request
Resolution
Reliant regrets any inconvenience or confusion experienced by Mr*** concerning the initiation of his *** service. A review of Mr***’s account determined that due to a processing delay, the
July 2, request to resubmit Mr***’s enrollment was not processed until July 6, 2015. Mr***’s enrollment request completed on July 6, 2015. Additionally, a Reliant representative contacted *** and received confirmation that Mr***’s *** service at *** *** *** was activated on July 6,
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
*** ***
Customer Support
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
*** replaced our meter on April 11, we were replacing my backyard fence when they showed up so I know it was replaced this year and as soon as it was replaced look at those bills and compare to the ones prior to it being replaced
Reliant’s Response to Revdex.com Case # ***
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms*** is disputing the disconnection
of service for electric service at *** *** *** #***
History
On August 4, 2015, a disconnection notice was issued advising that the amount of $would need to be satisfied by August 14, 2015. . If the payment was not satisfied by that date, a disconnect recovery charge of $would be assessed to the account
On August 17, 2015, a $disconnect notice fee was placed to the account
On August 18, 2015, a disconnection request was issued due to non-payment
On August 19, 2015, Ms*** contacted Reliant to advise that she was without service and stated that the account was enrolled on the automatic payment option. The agent advised that the account was not set up for the automatic payment option. Ms*** requested that the full amount be satisfied by a one-time payment by checking account. The agent completed a one-time payment for $and issued the reconnection request. The agent also credited the $disconnect recovery charge as a one-time courtesy to the account
On August 24, 2015, Reliant received notification that the payment for $was not honored by Ms*** financial institution. At that time, a $NSF fee was assessed to Ms*** account. Correspondence advising Ms*** of the returned payment was sent on August 25, advising that a No Checks Allowed status was placed to the account due to the returned payment
On August 25, 2015, a disconnection request was issued due to non-payment
On August 26, 2015, Ms*** contacted Reliant to advise that she was without service. The agent reviewed the account advised that the payment was returned. Ms*** stated that a payment was processed the make the account current. The agent advised to process a payment by credit card to have the payment restored for service
Later that day, a payment of $was posted to the account and a reconnection request was issued. The reconnection was completed the same date
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***
On August 31, 2015, Ms*** was contacted advising that as a one-time courtesy, the No Checks Allowed status would be removed from the account and the returned payment fee of $would be credited to the account
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
Bern ***
Customer Support
***
Reliant’s Response to Revdex.com Case #***
At Reliant, 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***’s complaint against
Reliant is in regards to a $Service Call fee from CenterPoint Energy (CNP) that was assessed to her electric service account at *** *** *** ***
History
After researching this complaint we have concluded the following: Ms*** 's service initiated at *** *** *** *** on January 11, 2002. Ms***’s local transmission and distribution service provider (TDSP) is CNP. CNP is Ms*** ’s local TDSP at the above address and is responsible for physically reading the meter at her premise and then sending Ms*** 's accurate meter reads to Reliant. Ms*** would have the same TDSP regardless of her retail electric provider (REP). Reliant simply billed Ms*** based on meter read information provided by CNP
On August 17, 2015, an invoice for $was sent for the billing period of July 14, through August 12, (1,kWh) which includes a $Service Call fee
On October 5, 2015, Ms*** contacted Reliant to dispute the $Service Call fee reflected on her August 17, invoice. Ms*** was advised that the fee was assessed by CNP. At that time, a Reliant representative contacted CNP to verify the Service Call fee assessed to Ms***'s account and was advised that a No Service-Trouble Call was received through their automated system and a CNP technician was dispatched to the service address and there was power so MsRahmnig's account was assessed the Service Call fee. Ms*** was provided with the information received from CNP
Resolution
Reliant regrets any miscommunication or confusion these proc***ings may have caused Ms***. Although the situation is unfortunate, due to the electricity billing method in the Texas market, CNP does not bill the customer directly for meter connection services. The charges for services completed by CNP are simply passed through without markup and in turn, billed to the customer on behalf of CNP. On, November 23, 2015, a Reliant representative contacted CNP and was advised that the $Service Call fee was valid and that no adjustments were warranted. As a courtesy to resolve this matter, a credit of $was applied to Ms***'s account to offset the charge of the Service Call fee.
Ms***'s high bill was a result of higher electricity consumption (or meter readings). Reliant is not in a position to determine whether or not the meter reads were accurate for electricity service or why her recent meter reads were possibly high. CNP is the entity responsible for reading Ms***’s meter and delivering accurate meter reads too Reliant for billing. As such, a review of Ms***'s account determined that Reliant has invoiced the account correctly based on the meter readings provided by CNP and in accordance with her Terms of Service. Reliant simply billed Ms*** based on meter reads provided by CNP. Additionally, on November 23, 2015, Reliant sent CNP a request to test the meter located at *** *** *** *** on behalf of Ms***. Ms*** will be contacted with the results of the meter test. CNP advises to allow to business days for the meter test to be completed. In conclusion, if any corrections are necessary, CNP will send an adjusted meter read to Reliant, and in turn we will adjust Ms***'s electric service account charges accordingly. However, Reliant has not received any necessary corrections from CNP at this time and must assume all meter reads are correct pending the meter test
We appreciate Ms***’s continued service with Reliant
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
Deidra W***
Customer Support
713-488-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint The refund had nothing to do with the chargeI verified that multiple times with the rep I spoke toThe refund was provided because I had called times with no resolution to my issue. No one can provide me with the recorded phone call I have been told there is, therefore I should not have to pay for something that you cannot prove. Has anyone talked to the actual tech that came to the house who clearly could see there was NO issue at our address when he arrived and spoke w my daughter.
Regards,
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant regrets any inconvenience these proceedings may have caused and we understand ***’s position regarding the delay of his switch request to Reliant and the referral bonus creditIn an attempt to resolve this matter, a $credit was applied to Mr***’s account to compensate for the penalty assessed by his apartment complex due to the delay of the electric service at his electric service addressAdditionally, the Reliant Card Credit of $has been applied to Mr***’s account
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
Deidra W***
Customer Support
713-488-
Issue
Ms***' complaint against Reliant concerns the refund of an unauthorized payment processed from her debit card by a Reliant representative. Ms*** stats that she was advised that the payment could not be reversed and is requesting further assistance with this
matter
History
On November 10, 2015, an invoice for $was sent for the billing period of October 7, through November 5, with a Balance Forward of $115.50, Total Current Electricity Charges of $43.78, a Disconnect Notice Fee of $10.00, a Credit for Disconnect Recovery Charge of $25.00, a Late Payment Penalty of $and a Act of Kindness Credit of $
On November 12, 2015, Ms*** contacted Reliant and requested to process a payment for the past due amount of $and her request was processed. However, the agent incorrectly processed a duplicate payment in the amount of $resulting in a credit balance of $on Ms***' account
Later on November 12, 2015, Ms*** contacted Reliant and requested to speak to a supervisor due to an unauthorized payment from her payment card in the amount of $and her call was transferred. The Reliant supervisor apologized for the inconvenience and advised that the full $payment unfortunately could not be reversed because a portion of it was applied towards the invoiced Current Charges. Ms*** was advised to either dispute the payment transaction with her financial institution or fax in a letter from her financial institution stating that they will not refund the payment back to her account. At that time, a request was processed to refund the credit balance of $
On November 13, 2015, a refund check for $was sent to the mailing address on record for Ms***
Resolution
Reliant apologizes for any inconvenience or confusion these proceedings may have caused Ms***. Although the situation is unfortunate Reliant’s standard procedure is for the customer to first attempt to dispute the payment with their financial institution to avoid duplicate refunds. Once Reliant was made aware of the payment issue a request was submitted to refund the additional credit balance and a refund check in the amount of $was sent on November 13, 2015. Additionally, in an attempt to resolve this matter a credit of $was applied to Ms***' account
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
Deidra ***
Customer Support
713-488-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I have made my complaint clear reliant is reluctant to tell me where the rate schedule comes from nor are they willing to charge me market price as you can see they keep trying to bully me in the email was my first question is does this person with Reliant have the authority to change the price they keep sending me chain letters that don't even have my name I understand these tactics they are not trying to resolve the problem that is why I contacted the Revdex.com
[Provide details of why you are not satisfied with this resolution.]
Regards,
Good Afternoon MsShiffler, My name is Missael and I am with Allied Home Warranty’s Customer Dispute Resolution department and I did want to get in contact with you in regards to your complaintUnfortunately while we are sister companies, we are not Services By Reliant and as such we are
unable to directly assist you with the issue you were having with their retail service however, I would like to assist you nevertheless and act as an intermediary between yourself and Reliant and hopefully have this resolved for youI have reached out to their company to investigate the issue and I am currently awaiting a response from their HVAC manager and I should have a response for you no later than Tuesday at the latestIf you have any questions or concerns in the meantime, please feel free to use this medium to contact me and I will be more than happy to assist you in any way that I can Thank you for your time, M*** Rodriguez Customer Dispute Resolution
Reliant’s Response to Revdex.com Case # ***
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms*** is disputing
the billing invoice for electric service at *** *** *** ***
History
On July 16, 2015, an invoice for $with a due date of August 17, was sent for the billing period of June 12, through July 14, with a Balance Forward of $280.00, a Current Balanced Billing Amount of $280.00, Total Current Non-Electricity Charges of $4.99, and a Late Payment Penalty of $13.25. This invoice also states "After payment of your monthly Total Due, your Deferred Balance will be a credit of $394.55"
On July 17, 2015, a payment of $was posted to the account
On July 20, 2015, Ms*** contacted Reliant to inquire on the balanced billing option for the account. The Reliant agent reviewed the account and advised of the terms for the balanced billing and offered to transition the account to average billing. Ms*** accepted and the Reliant agent processed the request. The agent advised to allow 1-billing cycles for the request to complete. Ms*** requested that the late payment penalty of $be credited back. The Reliant agent advised that the late payment penalty could not be reversed due to a previous late penalty fee reversal as a courtesy to the account.
Resolution
Reliant’s Balanced Billing plan is a budgeting tool that allows customers to pay an averaged amount each month to even out the highs and lows of seasonal changes. The deferred balance is the cumulative difference between the monthly Reliant Balanced Billing amount and the actual bill.
Reliant regrets any inconvenience these proceedings may have caused Ms*** however, the account has been invoiced correctly based upon the terms and conditions of Reliant's Balanced Billing program and in accordance with the terms of serviceMs***'s account balance is correct. As a courtesy to the account, the late charge of $was credited to the account
The request to transition the account from the Balanced Billing option to the Average Billing option has been processed and a corrected invoice will be issued reflecting the Average Billing option.
Multiple attempts to contact Ms*** have been unsuccessful.
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
Bern H***
Customer Support
***
Reliant’s Response to Revdex.com Case # ***
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Mr*** is disputing the notification
for service not starting for electric service at *** *** *** ***
History
On July 7, 2015, Mr*** completed an enrollment by phone for electric service at *** *** *** effective on the requested date of July 24, and his request was processed. Mr*** enrolled on the Reliant Conservation plan. The term is a nine month plan. Additionally, Mr*** was advised that based on the information provided, his identification was unable to be verified and he was requested to provide a copy of his identification to remove the identification hold. Ms*** was sent a terms of service agreement, a copy of "Your rights as a Customer" document and an electricity facts label (EFL) by email on July 7,
On August 9, 2015, Mr***'s enrollment expired
On September 5, 2015, Mr*** contacted Reliant to inquire on the service with Reliant. The Reliant representative advised that initial enrollment was not completed due to a copy of the identification not being received. The Reliant representative offered to complete a new enrollment to establish service in Mr***'s name for the requested date of September 8, and the enrollment was completed. Mr*** enrolled on the Reliant Conservation plan. The term is a twelve month plan. Additionally, Mr*** was advised that based on the information provided, his identification was unable to be verified and he was requested to provide a copy of his identification to remove the identification hold. Ms*** was sent a terms of service agreement, a copy of "Your rights as a Customer" document and an electricity facts label (EFL) by email on September 5,
On September 8, 2015, a copy of the identification was verified and the enrollment was completed
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr***’s concerns regarding his enrollment and identification request dispute. The issue is currently pending to verify the validity of the identification for the initial enrollment for the account. Mr*** will be contacted once the results of the research have been concluded.
On September 15, 2015, Mr*** was contacted by a Reliant representative advising that the issue is still under review and will be contacted once the results of the research have been concluded
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
Bern H***
Customer Support
***
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms***’s concerns. A response has not been received from *** at this time to verify the accuracy of the meter reading in dispute from June 30, to June 29, 2015. A secondary request has been sent to *** to confirm the meter readings submitted. ***’s records do not indicate that the meter was replaced for the residence. Ms*** will be contacted once a response is received from *** concerning the dispute
For any additional questions about this concern, please contact me at *** I am available Monday through Friday from 8:a.mto 5:p.m.
Bern H***
Customer Support
***
Reliant’s Response to Revdex.com Case # ***
At Reliant, we take complaints very seriously. We always appreciate hear*** from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find***s:
Issue
Mr*** is request***
compensation due to a loss of power at *** *** *** ***
History
On September 2, 2015, Ms*** contacted Reliant and agreed to enroll the electric service at *** *** *** *** effective September 15,
On September 8, 2015, Ms*** contacted Reliant and requested to cancel the enrollment request scheduled for September 15, and requested to enroll the electric service effective
September 9,
Multiple contacts were received from Mr*** and Ms*** on September 15, 2015, due to no powerThe Reliant representatives contacted *** *** *** *** *** and was advised that a move-out request by the previous tenant was completedA priority morequest was submitted to connect the electric service at Mr***’s premise and he was advised that the morequest will be worked within hoursMr*** requested compensation and was advised to call back and submit a claim for any lossesAdditionally, a Reliant representative offered to compensate him $to $for his customer experience
Resolution
Reliant regrets and apologizes for any inconvenience these proceed***s may have caused Mr***As previously stated *** advised that due to multiple requests received for the premise, the previously submitted move-out request was completed and resulted in a loss of power
As a courtesy, $75.00 will be credited to the account for Mr***’s customer experienceIf there were any losses or expenses incurred as a result of the loss of power, Mr*** can provide documentation and we will submit a claims request on his behalf for review
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m
Crystal K***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,I accept most of the solutions to my problemwhat I do not accept is that I requested the cancellation of my servicethat is the problem that I want Reliant to knowthere are a big communication problems with their employeesI called to get information about my contract and the penalty in case that I moved to my son's house or just go with other electric providerthe representative told me that if I move , there were no penalty but if I get other electric provider , then I was going to be penalizedhe asked me when I was planning to move , I said by June 30thI told him ok, I want to get the disconnection by June 30th; but I have to get a writing confirmation that I was not going to be penalized .he then told me that they could not do thatI then told him if you can not give me that confirmation , just forget about the cancellation and let me make sure when I was ready to move and call them backhe said that I could call from 1-days to place the disconnection requestI never cancelled the contract or made the disconnection requestthe employee did!! When they disconnected my electricity I was going to work and had to stay at home, because we had a months old baby in the houseI was forced to loose my day and called relianttalked to aproximatel people, including a supervisor and they did not careI just had to stuck with a braking on my contract even though that I had more months to finalize italso I was forced to pay a total balance on my account and make a new contract in order to get my electricity reconnectedI did not have an optionmy complaint is, that they are not fair to the consumerI see this as an abuse we can not brake the contract but they can do it whenever they pleaseno Sr that is not acceptable specially when I used this company for many yearsis not fair that a client suffer all these hassles , just because an employee did not did the work as they are supposed tofortunately we still have other options in this country and that is what I was forced to do going with *** *** and solve my problemthey lost another client for lifeI am thinking of reporting this to the *** electricity association or the Electricity regulator of this state.*** ***