[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, but I would like to note that I have never had service disconnected for non-payment as suggested, and I still think that it was an unfair decision.
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see the attached for a summary of our findings. 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. Deidra [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I made the call on Friday afternoon to cancel the account from my work number, a call center phone. I called all my utilities that afternoon to cancel my accounts, and made a comment about Reliant and have others to back me up that I did speak with Reliant. I was involved in a flood ([redacted] participant) on May 13th and that Friday, I called Reliant. When I received an email about how much electricity was being consumed about a week later, I called back to Reliant to ask why I was receiving these when the account had already been cancelled. This is when Reliant said the account was not closed. This is unethical, unprofessional, and not true.In conversations with Reliant, I did pay the $114 amount because I was told that Reliant would not promise that my account would not be submitted to the credit bureaus as being late and that my credit would so reflect that information. It was "best to pay and then be reimbursed" a Reliant representative said. I expect to be reimbursed for this amount.My apartments took over all the electricity payments in May paid for electricity during the time that Reliant charged me for, during a time which I did not live at that address. Today, I received a letter in the mail that Reliant is sorry for the inconvenience and that an adjustment will be made. When Bern called me this afternoon to tell me I still owed Reliant money, he indicated that I had no proof that I called. Well, Reliant doesn't have any proof that I didn't call. The assumption is that the person making the statement is lying, and are treated so. If this were not true, why would I so strongly repudiate this invoice?I wonder if Bern gets paid a commission on money he disputes. Please respond to Bern's supervisor or someone other than Bern.Sincerely,[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
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
Ms. Madrangca’s complaint against Reliant concerns...
her request for electric service at her service address that was incorrectly initiated at her billing address. Ms. Madrangca states that Reliant is unable to reverse their error which result in the electric service at the billing address being disconnected. Ms. Madrangca is requesting further assistance with this matter.
History
On April 3, 2016, an online request was received from Ms. Madrangca requesting to switch the electric service account at [redacted] to Reliant effective April 4, 2016.
Later on April 3, 2016, Ms. Madrangca contacted Reliant and advised that the incorrect service address of [redacted] was enrolled. Ms. Madrangca requested a cancellation of her enrollment and at that time, a request was sent to cancel the enrollment; however, there was not enough time to cancel the pending switch request and Ms. Madrangca's switch request completed on April 4, 2016.
On April 5, 2016, Reliant submitted a request within the retail electric market to restore the electric service at [redacted] with the previous retail electric provider (REP) effective April 4, 2016.
Resolution
Reliant apologizes for any inconvenience or confusion these proceedings may have caused Ms. Madrangca. A review of Ms. Madrangca’s account determined Reliant received a valid online agreement to enroll the electric service account at [redacted]. However, once Ms. Madrangca made Reliant aware that the incorrect address was enrolled, Reliant took action in returning the incorrect service address effective the date of loss which is currently pending. Ms. Madrangca will be contacted once the process is complete.
Deidra [redacted]
Customer Support
[redacted]
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
Ms. [redacted] disputing the...
final invoice electric service at [redacted].
History
On January 22, 2014, Ms. [redacted] completed an enrollment by phone for electric service at [redacted] effective on the requested date of January 22, 2014 and her request was processed. Ms. [redacted] enrolled on the Reliant Secure Advantage 12 plan. The term of this plan is 12 months. Ms. [redacted] was sent a terms of service agreement, a copy of "Your rights as a Customer" document and an electricity facts label (EFL) by mail on January 23, 2014.
On June 14, 2015, Ms. [redacted] contacted Reliant and stated that a previous request was submitted to disconnect service in her name. The representative advised that the account was still active and processed a request to disconnect service for the next available date of June 15, 2015.
On June 17, 2015, a final invoice for $111.14 with a due date of July 6, 2015 was sent for the billing period of May 18, 2015 through June 15, 2015 with Current Charges of $111.14.
On June 20, 20215, Ms. [redacted] contacted Reliant to dispute the final invoice advising that a previous request to disconnect service was submitted on May 15, 2015. The agent advised that a disconnection call could not be located and entered a dispute of the final bill for the account. The agent advised to allow 1-2 billing cycles.
On July 2, 2015, the research determined that no request to disconnect service was submitted for the account and a voicemail was left for Ms. [redacted] to contact Reliant for details.
On July 13, 2015, a payment of $111.14 was posted to the account.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]; however, a review of her account determined that a request to disconnect service could not be located and Ms. [redacted] has been invoiced in accordance with the Terms of Service. The invoiced charges are valid and no 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.
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], on behalf of Ms....
[redacted], is disputing the invoiced charges for his electric service account at [redacted].
History
On December 28, 2011, a contract expiration notice (CEN) was sent to Ms. [redacted] advising that the current price plan was expiring and that the account would transition to the Reliant Monthly Flex plan that would charge 12.8 cents/kWh for 2000 kWh with the first meter read date after February 1, 2012 unless Ms. [redacted] enrolls in an alternate price plan or if she switches his electric service to another retail electric provider (REP). The contract expiration notice also included the electricity facts label (EFL), terms of service agreement, and a copy of the ‘Your Rights as a Customer’ document for the Reliant Flex plan.
On February 3, 2012, Reliant’s records do not reflect that a request was received from Ms. [redacted] to change her price plan; therefore, the account transitioned to the Reliant Flex plan effective February 23, 2012.
Subsequent invoices sent from February 27, 2012 through June 26, 2015 provided Ms. [redacted] with her actual electricity charges.
On July 28, 2015, an invoice for $406.41 was sent for the billing period of June 23, 2015 to July 23, 2015 with current charges of $406.41.
On August 17, 2015, Mr. [redacted] contacted Reliant to dispute price plan for the account and requested an adjustment to the account. The Reliant agent reviewed the account and advised that the previous contract had expired and transitioned to the Reliant Monthly Flex plan. The agent advised the Reliant Monthly Flex plan is a variable price plan and that no adjustments could be applied to the account. Mr. [redacted] disconnected the call.
On August 18, 2015, Mr. [redacted] contacted Reliant to check on the term of the current price plan for the account. The agent reviewed the account and advised that the account was on a month to month plan with no cancellation fee. Mr. [redacted] appreciated the response and ended the call.
On August 20, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On August 24, 2015, a final invoice for $412.79 with a due date of September 9, 2015 was sent for the billing period of July 23, 2015 through August 20, 2015 with Current Charges of $412.79.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]; however, the customer has been billed according to the Monthly Flex Plan agreement terms. Ms. [redacted]’ service has been switched away from Reliant as of August 20, 2015.
Multiple attempts to contact Mr. [redacted] have been unsuccessful and voicemails providing my contact information have been provided.
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.
[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.
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
[redacted] is disputing the...
invoiced charges for electric service for [redacted].
History
On September 9, 2013, [redacted] on behalf of [redacted], completed an enrollment by phone for electric service at [redacted] effective on the requested date of September 12, 2013 and her request was processed. [redacted] enrolled on the Reliant Business Flex plan The term is a month to month plan. [redacted] was sent a terms of service agreement, a copy of "Your rights as a Customer" document and an electricity facts label (EFL) by mail on September 10, 2013.
On October 11, 2013, an invoice for $158.51 was sent for the billing period of September 12, 2013 through October 9, 2013 with current charges of $158.51.
Subsequent invoices were issued for the period of November 11, 2013 through March 12, 2014.
On March 11, 2014, [redacted] contacted Reliant to request a move-out request for [redacted]. The agent processed the request for the same date.
On March 18, 2014, a final invoice for $123.58 with a due date of April 3, 2014 was sent for the billing period of March 10, 2014 through March 13, 2014 with a Balance Forward of $185.40, a Deposit Refund of $70.00, Deposit Interest of $0.01, and Current Charges of $123.58.
On April 23, 2014, a final notice for $123.58 was sent to [redacted] advising “that your final bill remains outstanding. To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due. You will NOT receive any further notices.”
On August 28, 2015, [redacted], on behalf of [redacted], contacted Reliant to dispute the charge of $123.58 to the account. The agent entered a dispute and advised to allow up to 14 business days to be contacted.
On August 31, 2015, [redacted] contacted Reliant for an update of the research. The agent confirmed how the enrollment was completed under [redacted] name and advised to allow the dispute to complete for the account.
On September 2, 2015, a payment of $123.58 was posted to the account.
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted]; however, a review of his account determined that [redacted] has been invoiced in accordance with the Terms of Service and EFL.
Confirmation was received that the payment of $123.58 was received through the collection agency. The account has also been recalled from collections and a paid in full letter will be mailed out to [redacted].
On September 8, 2015, a Reliant representative contacted [redacted] to confirm that the payment has been received and that a paid in full letter would be mailed.
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.
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
Ms. [redacted] is disputing not receiving...
American Airlines awards miles for electric service at 2010 Magnolia Crest [redacted]e.
History
On June 20, 2015, Ms. [redacted] completed an online enrollment and agreed to switch her electric service effective the next scheduled meter read date. Ms. [redacted] agreed to enroll in Reliant's Secure - 24 P[redacted] with MileagePlus Miles. This p[redacted] offers an energy charge of 7.9¢ per kWh, CenterPoint Energy Delivery Charges of $5.67 per month and 3.7256¢ per kWh and a base charge of $0.00 per billing cycle. The term of this p[redacted] is 24 months and it has a $295.00 early cancellation fee. This p[redacted] includes a sign up incentive of 15,000 American Airlines miles and 500 additional American Airlines miles for each billing cycle that Ms. [redacted] completed with Reliant. For the full term of the p[redacted], the total incentive would be 27,000 American Airlines miles. Ms. [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the email as of June 21, 2015.
On August 4, 2015, an email was received from Ms. [redacted] inquiring on the time frame for the deposit of award miles to the account. A reply was sent advising that the miles would be awarded 8-10 weeks after the start of service.
On August 18, 2015, an email was received from Ms. [redacted] inquiring on the time frame for the deposit of award miles to the account. A reply was sent advising that the time frame to award the miles was still within the 8-10 weeks required after the start of service.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms. [redacted]'s concerns regarding the award miles. A request has been processed to have the AA reward miles research and if the requirements have been satisfied, will be awarded to Ms. [redacted]’s [redacted] account. Once a response is received, Ms. [redacted] will be contacted and advised of the results from the research.
On August 31, 2015, a Reliant representative contacted Ms. [redacted] to advise of the steps being taken to resolve the issue and stated that a follow-up call will be made once the resolution from the research has been concluded.
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.
Bern H[redacted]
Customer Support
713-488-5061
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see the attachment for a summary of our findings.If additional assistance is required in this matter, Ms. [redacted] may contact a Reliant representative at 713-488-8616, Monday through Friday from 8 a.m. to 5 p.m. Keith [redacted]Customer Support713-488-8616
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 1
Reliant regrets any inconvenience these proceedings may have caused and we understand Ms. [redacted]’s position regarding the invoiced Service Call fee from CenterPoint Energy (CNP). Although CNP has deemed the $50.00 Service Call fee as collectible. As a courtesy, Reliant has credited an additional $25.00 to Ms. [redacted]’s account. A credit of $50.00 was applied for the Service Call fee and a $25.00 credit was applied to Ms. [redacted]’s account due to the customer experience, resulting in a total courtesy credited amount of $75.00.
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.
Deidra W[redacted]
Customer Support
713-488-8681
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 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. Deidra W[redacted]Customer Support713-488-8681
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: 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. Deidra W[redacted] Customer Support 713-488-8681
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]' complaint against Reliant is in...
regards to the timeframe of receiving his security deposit refund.
History
Mr. [redacted] began electric service with Reliant effective December 12, 2014. A $75.00 security deposit was required prior to processing the enrollment. On December 8, 2014, Mr. [redacted] processed a payment of $75.00 satisfying the deposit requirement and his enrollment request was processed.
On December 28, 2015, an invoice for $124.10 was sent for the billing period of November 19, 2015 through December 22, 2015 due by January 14, 2016. (twelfth month invoice)
On January 15, 2016, a payment of $124.10 posted to Mr. [redacted]' account.
On January 15, 2016, Mr. [redacted] contacted Reliant and requested the status of his deposit refund and he was advised that his deposit would be refunded on the 13 months of service after 12 consecutive months of service without payment delinquency. Mr. [redacted]’ deposit of $75.00 (plus accrued interest from the time of enrollment) will be refunded or applied to his account (as per his Terms of Service). However, due to the late payment on January 15, 2016 his account was not eligible for the deposit refund at that time.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr. [redacted]' concerns regarding the processing of his deposit refund. At the time of Mr. [redacted]' enrollment on December 8, 2015, he was assessed a security deposit of $75.00. After 12 consecutive months of payment without delinquency on record, the security deposit request would be refunded or applied to the account on the thirteen month of electric service, as per Mr. [redacted]' Terms of Service.
Mr. [redacted]' account has not satisfied the security deposit refund requirement of 12 consecutive months of satisfactory payment history without a delinquency. However, on January 26, 2015, in an attempt to resolve this matter Mr. [redacted]' deposit of $75.00 (plus accrued interest from the time of enrollment) was refunded and applied to his account, as a courtesy.
Deidra [redacted]
Customer Support
713-488-8681
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms. [redacted]’s concerns regarding her disconnection of service request. A secondary review of the issue determined that a call to request disconnection of service using phone number information supplied by Ms. [redacted] could not be located on or around the time frame of May 15, 2015.
Reliant’s records indicate that the service remained active under Ms. [redacted]’s name until the disconnection request on file was completed on June 15, 2015. The invoiced charges are valid and no adjustments are warranted at this time.
For any additional questions about this concern, please contact me at [redacted]. I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.
Reliant’s response to Revdex.com Case # [redacted]IssueMs. [redacted] is requesting to have her address at [redacted] Ave[redacted] removed from Reliant’s door-to-door marketing contacts list.ResolutionMs. [redacted]’s address has been added to Reliant’s door-to-door marketing ‘do not contact’ list. This will...
prevent Ms. [redacted] from receiving any additional door-to-door solicitations.
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.
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 12 plan. Therefore, no adjustments are warranted at this time. Ms. [redacted]’s account was not assessed an Early Cancellation Fee for switching to an alternate price plan or retail electric provider. Reliant’s records do not reflect any prior conversation of enrollment on Reliant’s Predictable 12 plan. In review, Ms. [redacted]’s address is eligible to enroll on Reliant’s Predictable 12 plan and is currently listed at $260.00 per month on Reliant.com.
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.
Deidra [redacted]
Customer Support
713-488-8681
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
[redacted] is disputing not...
receiving [redacted] awards [redacted] for electric service at [redacted]
History
On December 24, 2014, [redacted] completed an online enrollment and agreed to switch his electric service effective the next scheduled meter read date. [redacted] agreed to enroll in Reliant's Secure - 24 Plan with [redacted]. This plan offers an energy charge of 8.7¢ per kWh, Oncor Electric Delivery Charges of $5.25 per month and 3.3189 ¢ per kWh and a base charge of $0.00 per billing cycle. The term of this plan is 24 months and it has a $295.00 early cancellation fee. This plan includes a sign up incentive of 15,000 [redacted] and 500 additional [redacted] for each billing cycle that [redacted] completed with Reliant. For the full term of the plan, the total incentive would be 27,000 [redacted]. [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the email as of December 24, 2014.
On May 27, 2015, [redacted] contacted Reliant to advise that the [redacted] have not been credited to his [redacted] account. The agent reviewed the account and advised that the issue would be researched concerning the missing award [redacted] for the account.
On June 19, 2015, [redacted] contacted Reliant for an update to the [redacted] not being awarded to the account. The agent reviewed the account and advised that the [redacted] would apply to the account within 7-14 business days from the date of May 29, 2015.
On July 6, 2015, [redacted] contacted Reliant for an update to the [redacted] not being awarded to the account. The agent reviewed the account sent a request to have the [redacted] issue investigated on [redacted]'s behalf.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand [redacted]'s concerns regarding the award [redacted]. A request has been processed to have the amount of 19,000 award [redacted] placed to [redacted]'s [redacted] account for the accumulated bonus [redacted] for the week ending July 17, 2015.
On July 20, 2015, a Reliant representative attempted to contact [redacted] to advise of the [redacted] being placed to the account but was unsuccessful.
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.
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, 2016 a valid online enrollment request was received under Ms. [redacted] name to enroll the electric service account at [redacted] effective August 9, 2016 and the request was processed. The enrollment completed on August 9, 2016. On August 18, 2016, Reliant received notification that the electric service account at [redacted] was in the process of closing effective August 26, 2016 due to an enrollment request received for the premise by another retail electric provider (REP). On August 30, 2016, a final invoice for $140.54 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, 2016 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, 2017 through February 14, 2016 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.O. BOX 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 8 a.m. to 5 p.m. Deidra [redacted] Customer Support 713-488-8681
[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, but I would like to note that I have never had service disconnected for non-payment as suggested, and I still think that it was an unfair decision.
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see the attached for a summary of our findings. 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. Deidra [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I made the call on Friday afternoon to cancel the account from my work number, a call center phone. I called all my utilities that afternoon to cancel my accounts, and made a comment about Reliant and have others to back me up that I did speak with Reliant. I was involved in a flood ([redacted] participant) on May 13th and that Friday, I called Reliant. When I received an email about how much electricity was being consumed about a week later, I called back to Reliant to ask why I was receiving these when the account had already been cancelled. This is when Reliant said the account was not closed. This is unethical, unprofessional, and not true.In conversations with Reliant, I did pay the $114 amount because I was told that Reliant would not promise that my account would not be submitted to the credit bureaus as being late and that my credit would so reflect that information. It was "best to pay and then be reimbursed" a Reliant representative said. I expect to be reimbursed for this amount.My apartments took over all the electricity payments in May paid for electricity during the time that Reliant charged me for, during a time which I did not live at that address. Today, I received a letter in the mail that Reliant is sorry for the inconvenience and that an adjustment will be made. When Bern called me this afternoon to tell me I still owed Reliant money, he indicated that I had no proof that I called. Well, Reliant doesn't have any proof that I didn't call. The assumption is that the person making the statement is lying, and are treated so. If this were not true, why would I so strongly repudiate this invoice?I wonder if Bern gets paid a commission on money he disputes. Please respond to Bern's supervisor or someone other than Bern.Sincerely,[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
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
Ms. Madrangca’s complaint against Reliant concerns...
her request for electric service at her service address that was incorrectly initiated at her billing address. Ms. Madrangca states that Reliant is unable to reverse their error which result in the electric service at the billing address being disconnected. Ms. Madrangca is requesting further assistance with this matter.
History
On April 3, 2016, an online request was received from Ms. Madrangca requesting to switch the electric service account at [redacted] to Reliant effective April 4, 2016.
Later on April 3, 2016, Ms. Madrangca contacted Reliant and advised that the incorrect service address of [redacted] was enrolled. Ms. Madrangca requested a cancellation of her enrollment and at that time, a request was sent to cancel the enrollment; however, there was not enough time to cancel the pending switch request and Ms. Madrangca's switch request completed on April 4, 2016.
On April 5, 2016, Reliant submitted a request within the retail electric market to restore the electric service at [redacted] with the previous retail electric provider (REP) effective April 4, 2016.
Resolution
Reliant apologizes for any inconvenience or confusion these proceedings may have caused Ms. Madrangca. A review of Ms. Madrangca’s account determined Reliant received a valid online agreement to enroll the electric service account at [redacted]. However, once Ms. Madrangca made Reliant aware that the incorrect address was enrolled, Reliant took action in returning the incorrect service address effective the date of loss which is currently pending. Ms. Madrangca will be contacted once the process is complete.
Deidra [redacted]
Customer Support
[redacted]
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
Ms. [redacted] disputing the...
final invoice electric service at [redacted].
History
On January 22, 2014, Ms. [redacted] completed an enrollment by phone for electric service at [redacted] effective on the requested date of January 22, 2014 and her request was processed. Ms. [redacted] enrolled on the Reliant Secure Advantage 12 plan. The term of this plan is 12 months. Ms. [redacted] was sent a terms of service agreement, a copy of "Your rights as a Customer" document and an electricity facts label (EFL) by mail on January 23, 2014.
On June 14, 2015, Ms. [redacted] contacted Reliant and stated that a previous request was submitted to disconnect service in her name. The representative advised that the account was still active and processed a request to disconnect service for the next available date of June 15, 2015.
On June 17, 2015, a final invoice for $111.14 with a due date of July 6, 2015 was sent for the billing period of May 18, 2015 through June 15, 2015 with Current Charges of $111.14.
On June 20, 20215, Ms. [redacted] contacted Reliant to dispute the final invoice advising that a previous request to disconnect service was submitted on May 15, 2015. The agent advised that a disconnection call could not be located and entered a dispute of the final bill for the account. The agent advised to allow 1-2 billing cycles.
On July 2, 2015, the research determined that no request to disconnect service was submitted for the account and a voicemail was left for Ms. [redacted] to contact Reliant for details.
On July 13, 2015, a payment of $111.14 was posted to the account.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]; however, a review of her account determined that a request to disconnect service could not be located and Ms. [redacted] has been invoiced in accordance with the Terms of Service. The invoiced charges are valid and no 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.
Bern H[redacted]
Customer Support
[redacted]
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], on behalf of Ms....
[redacted], is disputing the invoiced charges for his electric service account at [redacted].
History
On December 28, 2011, a contract expiration notice (CEN) was sent to Ms. [redacted] advising that the current price plan was expiring and that the account would transition to the Reliant Monthly Flex plan that would charge 12.8 cents/kWh for 2000 kWh with the first meter read date after February 1, 2012 unless Ms. [redacted] enrolls in an alternate price plan or if she switches his electric service to another retail electric provider (REP). The contract expiration notice also included the electricity facts label (EFL), terms of service agreement, and a copy of the ‘Your Rights as a Customer’ document for the Reliant Flex plan.
On February 3, 2012, Reliant’s records do not reflect that a request was received from Ms. [redacted] to change her price plan; therefore, the account transitioned to the Reliant Flex plan effective February 23, 2012.
Subsequent invoices sent from February 27, 2012 through June 26, 2015 provided Ms. [redacted] with her actual electricity charges.
On July 28, 2015, an invoice for $406.41 was sent for the billing period of June 23, 2015 to July 23, 2015 with current charges of $406.41.
On August 17, 2015, Mr. [redacted] contacted Reliant to dispute price plan for the account and requested an adjustment to the account. The Reliant agent reviewed the account and advised that the previous contract had expired and transitioned to the Reliant Monthly Flex plan. The agent advised the Reliant Monthly Flex plan is a variable price plan and that no adjustments could be applied to the account. Mr. [redacted] disconnected the call.
On August 18, 2015, Mr. [redacted] contacted Reliant to check on the term of the current price plan for the account. The agent reviewed the account and advised that the account was on a month to month plan with no cancellation fee. Mr. [redacted] appreciated the response and ended the call.
On August 20, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On August 24, 2015, a final invoice for $412.79 with a due date of September 9, 2015 was sent for the billing period of July 23, 2015 through August 20, 2015 with Current Charges of $412.79.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]; however, the customer has been billed according to the Monthly Flex Plan agreement terms. Ms. [redacted]’ service has been switched away from Reliant as of August 20, 2015.
Multiple attempts to contact Mr. [redacted] have been unsuccessful and voicemails providing my contact information have been provided.
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.
Bern H[redacted]
Customer Support
713-488-5061
[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.
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
[redacted] is disputing the...
invoiced charges for electric service for [redacted].
History
On September 9, 2013, [redacted] on behalf of [redacted], completed an enrollment by phone for electric service at [redacted] effective on the requested date of September 12, 2013 and her request was processed. [redacted] enrolled on the Reliant Business Flex plan The term is a month to month plan. [redacted] was sent a terms of service agreement, a copy of "Your rights as a Customer" document and an electricity facts label (EFL) by mail on September 10, 2013.
On October 11, 2013, an invoice for $158.51 was sent for the billing period of September 12, 2013 through October 9, 2013 with current charges of $158.51.
Subsequent invoices were issued for the period of November 11, 2013 through March 12, 2014.
On March 11, 2014, [redacted] contacted Reliant to request a move-out request for [redacted]. The agent processed the request for the same date.
On March 18, 2014, a final invoice for $123.58 with a due date of April 3, 2014 was sent for the billing period of March 10, 2014 through March 13, 2014 with a Balance Forward of $185.40, a Deposit Refund of $70.00, Deposit Interest of $0.01, and Current Charges of $123.58.
On April 23, 2014, a final notice for $123.58 was sent to [redacted] advising “that your final bill remains outstanding. To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due. You will NOT receive any further notices.”
On August 28, 2015, [redacted], on behalf of [redacted], contacted Reliant to dispute the charge of $123.58 to the account. The agent entered a dispute and advised to allow up to 14 business days to be contacted.
On August 31, 2015, [redacted] contacted Reliant for an update of the research. The agent confirmed how the enrollment was completed under [redacted] name and advised to allow the dispute to complete for the account.
On September 2, 2015, a payment of $123.58 was posted to the account.
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted]; however, a review of his account determined that [redacted] has been invoiced in accordance with the Terms of Service and EFL.
Confirmation was received that the payment of $123.58 was received through the collection agency. The account has also been recalled from collections and a paid in full letter will be mailed out to [redacted].
On September 8, 2015, a Reliant representative contacted [redacted] to confirm that the payment has been received and that a paid in full letter would be mailed.
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.
Bern H[redacted]
Customer Support
[redacted]
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
Ms. [redacted] is disputing not receiving...
American Airlines awards miles for electric service at 2010 Magnolia Crest [redacted]e.
History
On June 20, 2015, Ms. [redacted] completed an online enrollment and agreed to switch her electric service effective the next scheduled meter read date. Ms. [redacted] agreed to enroll in Reliant's Secure - 24 P[redacted] with MileagePlus Miles. This p[redacted] offers an energy charge of 7.9¢ per kWh, CenterPoint Energy Delivery Charges of $5.67 per month and 3.7256¢ per kWh and a base charge of $0.00 per billing cycle. The term of this p[redacted] is 24 months and it has a $295.00 early cancellation fee. This p[redacted] includes a sign up incentive of 15,000 American Airlines miles and 500 additional American Airlines miles for each billing cycle that Ms. [redacted] completed with Reliant. For the full term of the p[redacted], the total incentive would be 27,000 American Airlines miles. Ms. [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the email as of June 21, 2015.
On August 4, 2015, an email was received from Ms. [redacted] inquiring on the time frame for the deposit of award miles to the account. A reply was sent advising that the miles would be awarded 8-10 weeks after the start of service.
On August 18, 2015, an email was received from Ms. [redacted] inquiring on the time frame for the deposit of award miles to the account. A reply was sent advising that the time frame to award the miles was still within the 8-10 weeks required after the start of service.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms. [redacted]'s concerns regarding the award miles. A request has been processed to have the AA reward miles research and if the requirements have been satisfied, will be awarded to Ms. [redacted]’s [redacted] account. Once a response is received, Ms. [redacted] will be contacted and advised of the results from the research.
On August 31, 2015, a Reliant representative contacted Ms. [redacted] to advise of the steps being taken to resolve the issue and stated that a follow-up call will be made once the resolution from the research has been concluded.
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.
Bern H[redacted]
Customer Support
713-488-5061
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see the attachment for a summary of our findings.If additional assistance is required in this matter, Ms. [redacted] may contact a Reliant representative at 713-488-8616, Monday through Friday from 8 a.m. to 5 p.m. Keith [redacted]Customer Support713-488-8616
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 1
Reliant regrets any inconvenience these proceedings may have caused and we understand Ms. [redacted]’s position regarding the invoiced Service Call fee from CenterPoint Energy (CNP). Although CNP has deemed the $50.00 Service Call fee as collectible. As a courtesy, Reliant has credited an additional $25.00 to Ms. [redacted]’s account. A credit of $50.00 was applied for the Service Call fee and a $25.00 credit was applied to Ms. [redacted]’s account due to the customer experience, resulting in a total courtesy credited amount of $75.00.
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.
Deidra W[redacted]
Customer Support
713-488-8681
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 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. Deidra W[redacted]Customer Support713-488-8681
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: 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. Deidra W[redacted] Customer Support 713-488-8681
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]' complaint against Reliant is in...
regards to the timeframe of receiving his security deposit refund.
History
Mr. [redacted] began electric service with Reliant effective December 12, 2014. A $75.00 security deposit was required prior to processing the enrollment. On December 8, 2014, Mr. [redacted] processed a payment of $75.00 satisfying the deposit requirement and his enrollment request was processed.
On December 28, 2015, an invoice for $124.10 was sent for the billing period of November 19, 2015 through December 22, 2015 due by January 14, 2016. (twelfth month invoice)
On January 15, 2016, a payment of $124.10 posted to Mr. [redacted]' account.
On January 15, 2016, Mr. [redacted] contacted Reliant and requested the status of his deposit refund and he was advised that his deposit would be refunded on the 13 months of service after 12 consecutive months of service without payment delinquency. Mr. [redacted]’ deposit of $75.00 (plus accrued interest from the time of enrollment) will be refunded or applied to his account (as per his Terms of Service). However, due to the late payment on January 15, 2016 his account was not eligible for the deposit refund at that time.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr. [redacted]' concerns regarding the processing of his deposit refund. At the time of Mr. [redacted]' enrollment on December 8, 2015, he was assessed a security deposit of $75.00. After 12 consecutive months of payment without delinquency on record, the security deposit request would be refunded or applied to the account on the thirteen month of electric service, as per Mr. [redacted]' Terms of Service.
Mr. [redacted]' account has not satisfied the security deposit refund requirement of 12 consecutive months of satisfactory payment history without a delinquency. However, on January 26, 2015, in an attempt to resolve this matter Mr. [redacted]' deposit of $75.00 (plus accrued interest from the time of enrollment) was refunded and applied to his account, as a courtesy.
Deidra [redacted]
Customer Support
713-488-8681
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms. [redacted]’s concerns regarding her disconnection of service request. A secondary review of the issue determined that a call to request disconnection of service using phone number information supplied by Ms. [redacted] could not be located on or around the time frame of May 15, 2015.
Reliant’s records indicate that the service remained active under Ms. [redacted]’s name until the disconnection request on file was completed on June 15, 2015. The invoiced charges are valid and no adjustments are warranted at this time.
For any additional questions about this concern, please contact me at [redacted]. I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.
Bern H[redacted]
Customer Support
[redacted]
Reliant’s response to Revdex.com Case # [redacted]IssueMs. [redacted] is requesting to have her address at [redacted] Ave[redacted] removed from Reliant’s door-to-door marketing contacts list.ResolutionMs. [redacted]’s address has been added to Reliant’s door-to-door marketing ‘do not contact’ list. This will...
prevent Ms. [redacted] from receiving any additional door-to-door solicitations.
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.
Bern H[redacted]Customer Support713-488-5061
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 12 plan. Therefore, no adjustments are warranted at this time. Ms. [redacted]’s account was not assessed an Early Cancellation Fee for switching to an alternate price plan or retail electric provider. Reliant’s records do not reflect any prior conversation of enrollment on Reliant’s Predictable 12 plan. In review, Ms. [redacted]’s address is eligible to enroll on Reliant’s Predictable 12 plan and is currently listed at $260.00 per month on Reliant.com.
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.
Deidra [redacted]
Customer Support
713-488-8681
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
[redacted] is disputing not...
receiving [redacted] awards [redacted] for electric service at [redacted]
History
On December 24, 2014, [redacted] completed an online enrollment and agreed to switch his electric service effective the next scheduled meter read date. [redacted] agreed to enroll in Reliant's Secure - 24 Plan with [redacted]. This plan offers an energy charge of 8.7¢ per kWh, Oncor Electric Delivery Charges of $5.25 per month and 3.3189 ¢ per kWh and a base charge of $0.00 per billing cycle. The term of this plan is 24 months and it has a $295.00 early cancellation fee. This plan includes a sign up incentive of 15,000 [redacted] and 500 additional [redacted] for each billing cycle that [redacted] completed with Reliant. For the full term of the plan, the total incentive would be 27,000 [redacted]. [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the email as of December 24, 2014.
On May 27, 2015, [redacted] contacted Reliant to advise that the [redacted] have not been credited to his [redacted] account. The agent reviewed the account and advised that the issue would be researched concerning the missing award [redacted] for the account.
On June 19, 2015, [redacted] contacted Reliant for an update to the [redacted] not being awarded to the account. The agent reviewed the account and advised that the [redacted] would apply to the account within 7-14 business days from the date of May 29, 2015.
On July 6, 2015, [redacted] contacted Reliant for an update to the [redacted] not being awarded to the account. The agent reviewed the account sent a request to have the [redacted] issue investigated on [redacted]'s behalf.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand [redacted]'s concerns regarding the award [redacted]. A request has been processed to have the amount of 19,000 award [redacted] placed to [redacted]'s [redacted] account for the accumulated bonus [redacted] for the week ending July 17, 2015.
On July 20, 2015, a Reliant representative attempted to contact [redacted] to advise of the [redacted] being placed to the account but was unsuccessful.
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.
Bern H[redacted]
Customer Support
[redacted]
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, 2016 a valid online enrollment request was received under Ms. [redacted] name to enroll the electric service account at [redacted] effective August 9, 2016 and the request was processed. The enrollment completed on August 9, 2016. On August 18, 2016, Reliant received notification that the electric service account at [redacted] was in the process of closing effective August 26, 2016 due to an enrollment request received for the premise by another retail electric provider (REP). On August 30, 2016, a final invoice for $140.54 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, 2016 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, 2017 through February 14, 2016 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.O. BOX 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 8 a.m. to 5 p.m. Deidra [redacted] Customer Support 713-488-8681