Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
I don't see how its fair to expect me to repay the excess when I would have met the agreement given the chance it seems quite one sided to say oh well were sorry you cant get our services anymore but hey heres a bill for 2 times what you have been paying. I know for a fact there were months when my usage was under what I paid and I didnt argue because there was a few times it was over as well the only thing I am arguing is the excess I would even be willing to pay the 204 that I had been paying the previous months but charging me the accumulated doesnt seem fair or right
Regards,
Shaun
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 the billing...
invoice for electric service at [redacted].
History
On April 1, 2015, Ms. [redacted] completed an enrollment by phone for electric service at [redacted] effective on the requested date of April 2, 2015 and her request was processed. Ms. [redacted] enrolled on the Reliant Secure Advantage 12 Low Deposit plan. The term of this plan is 12 months and requires an initial deposit amount of $75.00 to initiate service. This plan includes an energy charge of 6.8¢ per kWh, TDSP delivery charges of $5.25 per month and 3.3344¢ per kWh, and a usage charge of $9.95 for usage under 800 kWh in a billing cycle. The plan includes a termination fee of $295.00. 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 April 7, 2015.
On April 20, 2015, Ms. [redacted] contacted Reliant to inquire on the price plan for the account after receiving the fulfillment package by mail. Ms. [redacted] stated that the initial agent had enrolled the account on the Predictable 12 plan that would charge $75.00 per billing cycle for the term of the plan. The agent entered a price plan dispute to have the issue researched and advised to allow 1-2 billing cycles.
On June 24, 2015, Ms. [redacted] contacted Reliant for an update to the price plan dispute for the account. The agent reviewed the account and advised that a promotional code would be needed to complete the request for the Predictable 12 plan and set up a call back request to contact Ms. [redacted] once the correct price plan was located for the account.
On June 30, 2015, a Reliant agent contacted Ms. [redacted] and advised that a Predictable 12 plan was available for $90.00 per billing cycle and that the agent would be able to sign Ms. [redacted] for the plan at that time. Ms. [redacted] declined the request and advised that she would remain on the initial plan that was signed for the account.
On August 18, 2015, a disconnection notice was issued advising that the amount of $190.91 would need to be satisfied by on August 28, 2015.
On August 22, 2015, Ms. [redacted] contacted Reliant to update the price plan to the Predictable 12 that would charge $90.00 per month. The agent reviewed the account and advised that current plan available would be more than the $90.00 per month previously quoted as the usage for the service address has increased. The call was then disconnected.
Resolution
Reliant regrets any miscommunication or confusion these proceedings may have caused Ms. [redacted]. A review of the initial enrollment did indicate that a Predictable 12 amount of $75.00 was misquoted. As a one-time courtesy, the account was transitioned to the Reliant Conservation 12 plan and the Early Cancellation fee was waived.
On August 28, 2015, a Reliant representative contacted Ms. [redacted] to complete the price plan update for the account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Bern H[redacted]
Customer Support
713-488-5061
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 account balance for electric service at [redacted].
History
On July 25, 2014, an invoice for $181.57 with a due date of August 11, 2014 was sent for the billing period of June 23, 2014 through July 23, 2014 with Total Current Electricity charges of 181.57.
On August 8, 2014, Reliant processed a request to enroll [redacted]’s account on the retro average billing program which had been submitted through his online account management (OAM) at Reliant.com. As a result, [redacted]’s was able to pay an initial monthly amount of $37.00 in lieu of his July 25, 2014 invoiced amount.
On August 25, 2014, an invoice for $102.85 with a due date of September 10, 2014 was sent for the billing period of July 23, 2014 through August 21, 2014 with a Balance Forward of $181.57, a Current Average Billing Amount of $64.00, an Average Billing Deferred Balance Adjustment credit of $144.57, and a Late Payment Penalty of $1.85. This invoice also states "After payment of your monthly Total Due, your Deferred Balance will be $267.36".
Subsequent invoices sent from September 24, 2014 through March 24, 2015 provided [redacted] with his actual electricity charges, Average Billing amount and deferred balance.
On April 6, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On April 8, 2015, a final invoice for $1,197.86 with a due date of April 28, 2015 was sent for the billing period of March 20, 2015 through April 6, 2015 with a Balance Forward: Electricity of $790.80, a Balance Forward: Non-Electricity of $3.00, Current Charges of $79.72, and Balance Due from Billing Plan for $1,124.34.
On April 28, 2015, [redacted] contacted Reliant to dispute the final billed amount for the account. The Reliant representative advised that the final balance was a result of the accrued usage for the account while active on the average billing option.
On May 14, 2015, a final notice for $1,994.86 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.”
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted] however, the account has been invoiced correctly based upon the terms and conditions of Reliant's Average Billing program and in accordance with the terms of service. [redacted]'s account balance is correct and no adjustments are warranted.
On July 22, 2015, a Reliant representative contacted [redacted] and provided him with an explanation of his invoicing and advised that statements reflecting the accumulation of the balance while active on the average billing option would be sent for review.
Payment arrangements are available upon request.
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]'s complaint against Reliant concerns the rate plan and enrollment incentive credit she was advised she would receive upon her enrollment with Reliant. History On May 27, 2017, Reliant received a valid enrollment request at a retail storefront location from Ms. [redacted] to switch her electric service at [redacted] effective within the next 5 business days. Ms. [redacted] agreed to enroll in Reliant's SmartStart 12 Plan which is a pre-paid electric service product that offers a fixed Energy Charge of 8.9¢ per kWh. The term of this plan is 12 months and has a $150.00 Early Cancellation Fee. As a promotional incentive, Ms. [redacted] was advised that Reliant would provide a matching account credit of her initial pre-paid deposit of $150.00 and a rebate credit of any cancellation fee assessed by her previous REP upon receipt of proof of payment of her final bill. An enrollment confirmation containing links to the Terms of Service and contract documents was emailed to Ms. [redacted] at [redacted] on May 27, 2017. Ms. [redacted]'s switch completed on May 30, 2017. On June 15, 2017, Reliant received notification that the electric service account at [redacted] was switched to another REP effective June 15, 2017 resulting in the closure of Ms. [redacted]’s Reliant account. On June 19, 2017, a final invoice was sent reflecting a Credit Balance of $81.26 for the billing period of May 30, 2017 through June 15, 2017 (677 kWh) with a Balance Forward credit of $150.00, a Promotional Credit of $150.00 and Current Charges of $218.74 which includes an Early Cancellation Fee of $150.00; invoice attached. On June 19, 2017, a credit balance refund check for $81.26 was mailed to Ms. [redacted]’s address of record. Resolution Reliant apologizes for any confusion or miscommunication Ms. [redacted] may have experienced during these proceedings. An investigation of Ms. [redacted]’s account determined that she was provided with correct information regarding the terms of her enrollment in the Smart Start pre-paid contract plan and the promotional incentives which were available at the time of her enrollment; therefore, no adjustments are warranted. Nonetheless, as a courtesy to resolve the matter, Reliant agreed to waive the assessed Early Cancellation Fee of $150.00 making Ms. [redacted] only responsible for the electricity usage charges and applicable taxes assessed to her account. Once processed, Ms. [redacted] will receive a corrected final invoice and an additional credit balance refund check for $156.06. A Reliant representative made several attempts to contact Ms. [redacted] regarding her Revdex.com complaint and provide her with the results of the investigation and additional credit adjustment; however, she was not available and messages were left. 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 Support 713-488-8616
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.
Sent: Wednesday, January 20, 2016 2:20 PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]Good Afternoon, Mr. M[redacted] has submitted an additional rebuttal regarding Revdex.com Case # [redacted]. Reliant has responded to Mr. M[redacted]’s complaint and rebuttal. Our position will not change. Mr. M[redacted] is not entitled to any credits or adjustments. Mr. M[redacted] has not been assessed an Early Cancellation Fee or penalty for discontinuing his electric service account with Reliant. The Deferred Balance is the cumulative difference between the monthly Average Billing amount and the actual monthly charges and is reflected on each of the monthly invoices. As such, Reliant has invoiced Mr. M[redacted]’s account correctly based upon the terms and conditions of Reliant’s Average Billing Program. Based on the results of Mr. M[redacted]’s initial complaint and investigation and the fact that the assessed charges are valid, no adjustments are warranted. Thank you for your time, Deidra W[redacted] Escalated Issues Group Customer Support and Market Relations 713-537-5407 Note: The information contained in this e-mail and any accompanying documents may contain information that is confidential or otherwise protected from disclosure. If you are not the intended recipient of this message, or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message, including any attachments. Any dissemination, distribution or other use of the contents of this message by anyone other than the intended recipient is strictly prohibited.
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 18154 County Road effective September 21, 2015 and Mr. [redacted] was advised that his enrollment would complete later on September 21, 2015.
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 18154 County Road effective September 22, 2015. 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, 2015. Mr. [redacted]’s enrollment request was submitted on September 22, 2015 with a request date of September 21, 2015.
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 $75.00 credit was applied to Mr. [redacted]’s account.
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 3
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]. We appreciate Mr. [redacted]’s feedback concerning the processing of identification requests and have forwarded it for review. Enrollments are released once the Credit department verifies proof of identity for the customer. If the customer doesn't submit acceptable proof, the enrollment expires after 30 days.
If Mr. [redacted] experienced any billing issues related to the delay in the service being initiated for the service address of [redacted], we will submit a claims request on his behalf for review.
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. M[redacted] complaint against Reliant is concerning...
additional charges that were assessed to his final bill. Mr. M[redacted] states that he signed up on Reliant’s Average Billing Program. Mr. M[redacted] switched retail electric providers (REP) because Reliant did not service his new address and he was charged $270.00 on his final bill.
History
After researching this complaint, Reliant has concluded the following: Reliant has served Mr. M[redacted] at [redacted] #[redacted] since March 26, 2015. Mr. M[redacted]’s account has been enrolled in Reliant’s Average Billing Program since June 2015.
Invoices were sent to Mr. M[redacted] for the billing periods of July 15, 2015 through December 14, 2015 reflecting the account charges, Average Billing monthly amount and the Average Billing deferred Balance.
On December 23, 2015, Mr. M[redacted] contacted Reliant requesting to close his account effective January 4, 2016 and his request was processed.
On January 6, 2016, a final invoice for $424.23 was sent for the final billing period December 10, 2015 through January 4, 2015 with a Balance Due from (Average) Billing Plan of $278.38 and Current Charges of $145.85.
On January 6, 2015, Mr. M[redacted] contacted Reliant regarding his final invoiced charges and he was provided with a detailed explanation of the account balance.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr. M[redacted]’s concerns regarding the Average Billing dispute; however, Mr. M[redacted]’s account has been invoiced correctly based upon the terms and conditions disclosed in the Terns of Service and Reliant’s Average Billing Program. Reliant’s Average Billing Program which are attached for your reference. Reliant’s Average Billing Program provides customers a predictable amount of electricity each month. It does not reduce a customer’s overall energy expense. Average Billing is a billing option that adjusts the customer’s monthly payment, so charges are based on the average of the charges on the customer’s current and last 11 bills. As a result, the customer’s bills do not increase or decrease dramatically because of seasonal fluctuations in the amount of electric the customer uses. In the event the electric service account is closed the Average Billing option does not affect your obligation to pay for actual usage. At this time, no adjustments or credits are warranted.
We appreciate Mr. M[redacted]’s continued service with Reliant.
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: Brief description of complaint...
Mr. [redacted]’s complaint against Reliant concerns a dispute of the charges and collection activities for an unauthorized account at [redacted]. History Reliant has served Mr. [redacted] at [redacted] since June 27, 2016. On September 14, 2016, Reliant received notification of a move in request from another retail electric provider (REP) at [redacted], resulting in the closure of Mr. [redacted]’s account effective September 14, 2016. On September 16, 2016, a final invoice for $834.30 was sent for the final billing period of August 31, 2016 through September 14, 2016 with Current Charges of $129.54, a Balance Forward of $679.76 and a Disconnect Recovery Charge of $25.00. On October 18, 2016, Mr. [redacted] contacted Reliant to dispute the balance for the account at [redacted]. Additionally, Mr. [redacted] advised that he did not reside at the premise after 2014 because he moved out of the country. At that time, a request was processed to investigate the account. On October 31, 2016, a review of Mr. [redacted]’s account determined that Mr. [redacted] was associated with the account and the charges were valid. An attempt to reach Mr. [redacted] was unsuccessful; however, a voice message was left. On December 20, 2016, a Final Notice for $834.30 was sent to Mr. [redacted] advising him of his account status. This notice states, “This is your Final Notice. Please pay the total amount immediately. Failure to pay will result in further action including referral to a collection agency, a negative report to a credit reporting agency or possible legal action filed against you.” Payment satisfying the account balance did not post to Mr. [redacted]’s account; therefore, the account balance was referred to collections on January 1, 2017. On March 16, 2017, Mr. [redacted] contacted Reliant to dispute the outstanding charges of $834.30 that was referred to a collection agency. At that time, a second request was processed to investigate the account. On April 4, 2017, a review of Mr. [redacted]’s account determined that Mr. [redacted] was associated with the premise; however, he was advised to submit a copy of a Police Report and an Identity Theft Fraud Affidavit to complete the investigation. On April 14, 2017, Reliant received an incomplete Identity Theft report and the Police Report was not included. No further action was required. Resolution A review of Mr. [redacted]’s account determined that Reliant served Mr. [redacted]’s account at [redacted] from June 27, 2016 through September 14, 2016. Once Mr. [redacted] contacted Reliant to dispute the charges, he was advised to complete an Identity Theft Affidavit form and was provided with instructions to complete and submit a police report to Reliant in order to investigate his dispute. All of the proper documentation has not been received at this time to continue the investigation. On August 7, 2017, Mr. [redacted] was contacted regarding the supporting documentation required in order to complete the investigation. Additionally, a hold was placed on all collection activity pending the outcome of Mr. [redacted]’s Revdex.com complaint. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. Clancy [redacted] Customer Support 713-488-5416
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]'s complaint...
against Reliant concerns not receiving her bills in the mail and as a result, she is being charged late fees. Ms. [redacted] states that she has been billed over $108.00 in late fess over the last three months due to not receiving her monthly invoice on a consistent basis. Additionally, Ms. [redacted] states that she requested to speak to a member of management to address her concerns; however, her attempts have been unsuccessful. Ms. [redacted] is requesting further assistance with this matter.
History
After researching this complaint we have concluded the following: All Late Payment Penalties and Disconnect Notice fees that were charged have been reviewed on Ms. [redacted]’s Reliant account and are considered valid. Our records indicate all bills were sent to Ms. [redacted]’s mailing address on record on a monthly (and timely) manner and Reliant cannot be responsible for any postal delays Ms. [redacted] may be experiencing. No invoices have been returned due to being undeliverable and Ms. [redacted]’s mailing address has been confirmed to be correct.
As per her Terms of Service under 6. Billing, Payment and Payment Arrangements, it states “If you do not pay your bill by the due date, we may charge you a late fee of 5% on the amount for the previous month’s past-due electric service. If you fail to pay the amounts due….., you agree to pay all reasonable fees and expenses (including attorney fees) we incur in the collection process.” In addition, under 8. Itemization of Non-Recurring Fees and Charges it states “in addition to charges or fees specified elsewhere in this Agreement or otherwise authorized by law, we may assess the following fees and charges: $25.00 for payments returned for insufficient funds by any method including, but no limit to, bank or personal check…..$20.00 for each disconnection and termination notice we send you….$25.00 each time we process a transaction requesting that the [redacted] disconnect service.” All Late Payment Penalties and Disconnect Notice fees for nonpayment are billed regardless if Ms. [redacted]'s electricity service is interrupted or not for the expenses incurred due the collection process by Reliant.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]. [redacted] does sympathize with Ms. [redacted]'s position, however, Reliant acted properly and applied the non-recurring charges to her account as per her Terms of Service, therefore, all Disconnect Notice and Late Payment Penalties are considered valid and have been billed appropriately. However, in an attempt to resolve this matter, a Late Payment Penalty of $4.13, a $10.00 Disconnect Notice Fee and Disconnect Recovery Charges totaling $50.00 were credited to Ms. [redacted]'s account, as a courtesy. Our records indicate Ms. [redacted]’s account is now current and as long as payments are made on time, Ms. [redacted] will not incur Late Payment Penalty, Disconnect Notice fees, or Disconnect Recovery Charges. On November 18, 2015, Ms. [redacted] was contacted and provided with a detailed explanation of her account and other payment and billing options. Additionally, Ms. [redacted]’s concerns regarding the Reliant customer service representative have been addressed.
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] is disputing...
the cancellation fee for electric service at [redacted]
History
Mr. [redacted]'s account became active on Reliant’s Secure plan effective August 4, 2014. The term of this plan is 12 months and it has a $295.00 early cancellation fee.
On April 7, 2015, a price plan renewal letter was issued to Mr. [redacted]. The letter advised of the option to update the current price plan to an updated price plan. The letter also advises, "If you choose not to enroll in a new plan at this time, you will receive a contract expiration notice approximately five weeks before your current plan expires. It will provide details of what will happen at the end of your current plan's term. Please keep in mind that choosing another retail electric provider before you receive your contract expiration notice could result in a cancellation fee."
On May 21, 2015, an invoice for $149.73 was sent for the billing period of April 20, 2015 through May 19, 2015. This invoice also includes a bill message advising “Your current plan is effective through your meter read on or after August 1, 2015.”
On June 16, 2015, Reliant received notification that the electric service at 1400 Oak Hollow Drive was switching to another retail electric provider effective for the same date.
On June 18, 2015, a final invoice for $554.72 with a due date of July 6, 2015 was sent for the billing period of May 19, 2015 through June 16, 2015 with Current Charges of $554.72.
On June 29, 2015, Mr. [redacted] contacted Reliant regarding the early cancellation fee of $295.00 assessed on his June 18, 2015 final invoice and was provided with his account status. Mr. [redacted] advised that he received a letter from Reliant advising of a promotional renewal offer would expire on June 19th. A Reliant representative advised Mr. [redacted] that the letter he was referencing was an early renewal letter and did not advise that his current price plan was expiring on June 11, 2015. The Reliant representative clarified that the early renewal letter advised that the promotional offer would expire on June 11, 2015, not his current contract. Mr. [redacted] requested that the call be escalated and Mr. [redacted] was set up for a call back request.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of the account determined that Mr. [redacted] was invoiced in accordance with his Terms of Service for the account. Mr. [redacted]'s service has been closed with Reliant as of June 16, 2015. As a courtesy, a request has been processed to waive the Early Cancellation Fee.
On July 1, 2015, a Reliant representative contacted Mr. [redacted] to advise of the updates being made to the account and advised that a corrected invoice would be issued once completed.
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 [redacted]
Customer Support
713-488-[redacted]
Reliant's Response to Revdex.com Case [redacted] is attached.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Crystal [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 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]Customer Support713-488-8681
Revdex.com:
I wanted to clarify that as I have stated I ordered cancellation of my service effective 8/1 and not 8/7 as Crystal has misled. It is clearly in thier system notes that my request for deactivation was on that day and I don't like how Crystal has denyed responsibility otherwise.Also Crystal promised me twice that she would follow up with me regarding the resolution and never did. Also when I spoke on the phone with her she was very rude and wouldn't allow me to speak and describe my situation, Crystal was very agressive with me and I didn't appreciate her attitude and especially don't appreciate her lack of telling the truth about the situation.Today I made a payment to closeo ut my balance due to Reliant but would like to reject resolution and let the Revdex.com know that I am still unsatisfied with Reliant and disagree with their business policy's, lack of customer service and ability to resolve a problem.
Reliant apologizes for any inconvenience or miscommunication these proceedings may have caused Ms. [redacted]. Ms. [redacted]’s account is currently under review and she will be contacted once investigation is complete.
We appreciate Ms. [redacted]’s continued service with Reliant.
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 2
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms. [redacted]’s concerns. A response has been received from [redacted] as of July 28, 2015. [redacted] has confirmed that the meter readings submitted for the period of June 30, 2014 to June 29, 2015 are accurate and that no billing adjustments are warranted at this time. On July 29, 2015, [redacted] was contacted to verify if the meter was replaced for the address of [redacted]nue. [redacted] verified that the meter was not replaced. Ms. [redacted] can contact [redacted] at [redacted] to verify the status of the meter.
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.
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 program. Correspondence was emailed to Mr. [redacted] at [redacted].[redacted]@GMAIL.COM confirming his enrollment in the Average Billing Program on
January 14, 2015. 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].[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, 2015. 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 invoice. Additionally, a confirmation email was sent to Mr. [redacted] at [redacted].[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 $255.28 was sent for the final billing period of June 8, 2015 through July 8, 2015 with Current Charges of $224.12 and a Balance Due from Billing Plan of $31.16.
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 invoice. Mr. [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 account. The 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. [redacted]’s concerns regarding the average billing dispute; however, Mr. [redacted]’s account has been invoiced correctly based upon the terms and conditions disclosed in the Terms of Service and Reliant’s Average Billing Program correspondence. In 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 usage. Additionally, 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 invoice. At 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 8:00 a.m. to 5:00 p.m.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I don't think Reliant wants to accept the negligence happened on their end. As a customer I have submitted the documents, but Reliant claims they haven't received it which is something that I cannot be accounted for. Moreover as a process , Reliant should notify its customers before de-enrollment. This clearly shows their internal processes are not customer oriented.I insist Reliant to pick up charges and penalties for the months that it didn't provide electricity and nor did they notify me about the same until I followed up. I account Reliant for charges for the core inconvenience it has caused during this.
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see 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]Customer Support713-488-8681
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
I don't see how its fair to expect me to repay the excess when I would have met the agreement given the chance it seems quite one sided to say oh well were sorry you cant get our services anymore but hey heres a bill for 2 times what you have been paying. I know for a fact there were months when my usage was under what I paid and I didnt argue because there was a few times it was over as well the only thing I am arguing is the excess I would even be willing to pay the 204 that I had been paying the previous months but charging me the accumulated doesnt seem fair or right
Regards,
Shaun
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 the billing...
invoice for electric service at [redacted].
History
On April 1, 2015, Ms. [redacted] completed an enrollment by phone for electric service at [redacted] effective on the requested date of April 2, 2015 and her request was processed. Ms. [redacted] enrolled on the Reliant Secure Advantage 12 Low Deposit plan. The term of this plan is 12 months and requires an initial deposit amount of $75.00 to initiate service. This plan includes an energy charge of 6.8¢ per kWh, TDSP delivery charges of $5.25 per month and 3.3344¢ per kWh, and a usage charge of $9.95 for usage under 800 kWh in a billing cycle. The plan includes a termination fee of $295.00. 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 April 7, 2015.
On April 20, 2015, Ms. [redacted] contacted Reliant to inquire on the price plan for the account after receiving the fulfillment package by mail. Ms. [redacted] stated that the initial agent had enrolled the account on the Predictable 12 plan that would charge $75.00 per billing cycle for the term of the plan. The agent entered a price plan dispute to have the issue researched and advised to allow 1-2 billing cycles.
On June 24, 2015, Ms. [redacted] contacted Reliant for an update to the price plan dispute for the account. The agent reviewed the account and advised that a promotional code would be needed to complete the request for the Predictable 12 plan and set up a call back request to contact Ms. [redacted] once the correct price plan was located for the account.
On June 30, 2015, a Reliant agent contacted Ms. [redacted] and advised that a Predictable 12 plan was available for $90.00 per billing cycle and that the agent would be able to sign Ms. [redacted] for the plan at that time. Ms. [redacted] declined the request and advised that she would remain on the initial plan that was signed for the account.
On August 18, 2015, a disconnection notice was issued advising that the amount of $190.91 would need to be satisfied by on August 28, 2015.
On August 22, 2015, Ms. [redacted] contacted Reliant to update the price plan to the Predictable 12 that would charge $90.00 per month. The agent reviewed the account and advised that current plan available would be more than the $90.00 per month previously quoted as the usage for the service address has increased. The call was then disconnected.
Resolution
Reliant regrets any miscommunication or confusion these proceedings may have caused Ms. [redacted]. A review of the initial enrollment did indicate that a Predictable 12 amount of $75.00 was misquoted. As a one-time courtesy, the account was transitioned to the Reliant Conservation 12 plan and the Early Cancellation fee was waived.
On August 28, 2015, a Reliant representative contacted Ms. [redacted] to complete the price plan update for the account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Bern H[redacted]
Customer Support
713-488-5061
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 account balance for electric service at [redacted].
History
On July 25, 2014, an invoice for $181.57 with a due date of August 11, 2014 was sent for the billing period of June 23, 2014 through July 23, 2014 with Total Current Electricity charges of 181.57.
On August 8, 2014, Reliant processed a request to enroll [redacted]’s account on the retro average billing program which had been submitted through his online account management (OAM) at Reliant.com. As a result, [redacted]’s was able to pay an initial monthly amount of $37.00 in lieu of his July 25, 2014 invoiced amount.
On August 25, 2014, an invoice for $102.85 with a due date of September 10, 2014 was sent for the billing period of July 23, 2014 through August 21, 2014 with a Balance Forward of $181.57, a Current Average Billing Amount of $64.00, an Average Billing Deferred Balance Adjustment credit of $144.57, and a Late Payment Penalty of $1.85. This invoice also states "After payment of your monthly Total Due, your Deferred Balance will be $267.36".
Subsequent invoices sent from September 24, 2014 through March 24, 2015 provided [redacted] with his actual electricity charges, Average Billing amount and deferred balance.
On April 6, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date.
On April 8, 2015, a final invoice for $1,197.86 with a due date of April 28, 2015 was sent for the billing period of March 20, 2015 through April 6, 2015 with a Balance Forward: Electricity of $790.80, a Balance Forward: Non-Electricity of $3.00, Current Charges of $79.72, and Balance Due from Billing Plan for $1,124.34.
On April 28, 2015, [redacted] contacted Reliant to dispute the final billed amount for the account. The Reliant representative advised that the final balance was a result of the accrued usage for the account while active on the average billing option.
On May 14, 2015, a final notice for $1,994.86 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.”
Resolution
Reliant regrets any inconvenience these proceedings may have caused [redacted] however, the account has been invoiced correctly based upon the terms and conditions of Reliant's Average Billing program and in accordance with the terms of service. [redacted]'s account balance is correct and no adjustments are warranted.
On July 22, 2015, a Reliant representative contacted [redacted] and provided him with an explanation of his invoicing and advised that statements reflecting the accumulation of the balance while active on the average billing option would be sent for review.
Payment arrangements are available upon request.
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]'s complaint against Reliant concerns the rate plan and enrollment incentive credit she was advised she would receive upon her enrollment with Reliant. History On May 27, 2017, Reliant received a valid enrollment request at a retail storefront location from Ms. [redacted] to switch her electric service at [redacted] effective within the next 5 business days. Ms. [redacted] agreed to enroll in Reliant's SmartStart 12 Plan which is a pre-paid electric service product that offers a fixed Energy Charge of 8.9¢ per kWh. The term of this plan is 12 months and has a $150.00 Early Cancellation Fee. As a promotional incentive, Ms. [redacted] was advised that Reliant would provide a matching account credit of her initial pre-paid deposit of $150.00 and a rebate credit of any cancellation fee assessed by her previous REP upon receipt of proof of payment of her final bill. An enrollment confirmation containing links to the Terms of Service and contract documents was emailed to Ms. [redacted] at [redacted] on May 27, 2017. Ms. [redacted]'s switch completed on May 30, 2017. On June 15, 2017, Reliant received notification that the electric service account at [redacted] was switched to another REP effective June 15, 2017 resulting in the closure of Ms. [redacted]’s Reliant account. On June 19, 2017, a final invoice was sent reflecting a Credit Balance of $81.26 for the billing period of May 30, 2017 through June 15, 2017 (677 kWh) with a Balance Forward credit of $150.00, a Promotional Credit of $150.00 and Current Charges of $218.74 which includes an Early Cancellation Fee of $150.00; invoice attached. On June 19, 2017, a credit balance refund check for $81.26 was mailed to Ms. [redacted]’s address of record. Resolution Reliant apologizes for any confusion or miscommunication Ms. [redacted] may have experienced during these proceedings. An investigation of Ms. [redacted]’s account determined that she was provided with correct information regarding the terms of her enrollment in the Smart Start pre-paid contract plan and the promotional incentives which were available at the time of her enrollment; therefore, no adjustments are warranted. Nonetheless, as a courtesy to resolve the matter, Reliant agreed to waive the assessed Early Cancellation Fee of $150.00 making Ms. [redacted] only responsible for the electricity usage charges and applicable taxes assessed to her account. Once processed, Ms. [redacted] will receive a corrected final invoice and an additional credit balance refund check for $156.06. A Reliant representative made several attempts to contact Ms. [redacted] regarding her Revdex.com complaint and provide her with the results of the investigation and additional credit adjustment; however, she was not available and messages were left. 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 Support 713-488-8616
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.
Sent: Wednesday, January 20, 2016 2:20 PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]Good Afternoon, Mr. M[redacted] has submitted an additional rebuttal regarding Revdex.com Case # [redacted]. Reliant has responded to Mr. M[redacted]’s complaint and rebuttal. Our position will not change. Mr. M[redacted] is not entitled to any credits or adjustments. Mr. M[redacted] has not been assessed an Early Cancellation Fee or penalty for discontinuing his electric service account with Reliant. The Deferred Balance is the cumulative difference between the monthly Average Billing amount and the actual monthly charges and is reflected on each of the monthly invoices. As such, Reliant has invoiced Mr. M[redacted]’s account correctly based upon the terms and conditions of Reliant’s Average Billing Program. Based on the results of Mr. M[redacted]’s initial complaint and investigation and the fact that the assessed charges are valid, no adjustments are warranted. Thank you for your time, Deidra W[redacted] Escalated Issues Group Customer Support and Market Relations 713-537-5407 Note: The information contained in this e-mail and any accompanying documents may contain information that is confidential or otherwise protected from disclosure. If you are not the intended recipient of this message, or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message, including any attachments. Any dissemination, distribution or other use of the contents of this message by anyone other than the intended recipient is strictly prohibited.
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 18154 County Road effective September 21, 2015 and Mr. [redacted] was advised that his enrollment would complete later on September 21, 2015.
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 18154 County Road effective September 22, 2015. 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, 2015. Mr. [redacted]’s enrollment request was submitted on September 22, 2015 with a request date of September 21, 2015.
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 $75.00 credit was applied to Mr. [redacted]’s account.
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 3
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]. We appreciate Mr. [redacted]’s feedback concerning the processing of identification requests and have forwarded it for review. Enrollments are released once the Credit department verifies proof of identity for the customer. If the customer doesn't submit acceptable proof, the enrollment expires after 30 days.
If Mr. [redacted] experienced any billing issues related to the delay in the service being initiated for the service address of [redacted], we will submit a claims request on his behalf for review.
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. M[redacted] complaint against Reliant is concerning...
additional charges that were assessed to his final bill. Mr. M[redacted] states that he signed up on Reliant’s Average Billing Program. Mr. M[redacted] switched retail electric providers (REP) because Reliant did not service his new address and he was charged $270.00 on his final bill.
History
After researching this complaint, Reliant has concluded the following: Reliant has served Mr. M[redacted] at [redacted] #[redacted] since March 26, 2015. Mr. M[redacted]’s account has been enrolled in Reliant’s Average Billing Program since June 2015.
Invoices were sent to Mr. M[redacted] for the billing periods of July 15, 2015 through December 14, 2015 reflecting the account charges, Average Billing monthly amount and the Average Billing deferred Balance.
On December 23, 2015, Mr. M[redacted] contacted Reliant requesting to close his account effective January 4, 2016 and his request was processed.
On January 6, 2016, a final invoice for $424.23 was sent for the final billing period December 10, 2015 through January 4, 2015 with a Balance Due from (Average) Billing Plan of $278.38 and Current Charges of $145.85.
On January 6, 2015, Mr. M[redacted] contacted Reliant regarding his final invoiced charges and he was provided with a detailed explanation of the account balance.
Resolution
Reliant regrets any inconvenience these proceedings may have caused, and we understand Mr. M[redacted]’s concerns regarding the Average Billing dispute; however, Mr. M[redacted]’s account has been invoiced correctly based upon the terms and conditions disclosed in the Terns of Service and Reliant’s Average Billing Program. Reliant’s Average Billing Program which are attached for your reference. Reliant’s Average Billing Program provides customers a predictable amount of electricity each month. It does not reduce a customer’s overall energy expense. Average Billing is a billing option that adjusts the customer’s monthly payment, so charges are based on the average of the charges on the customer’s current and last 11 bills. As a result, the customer’s bills do not increase or decrease dramatically because of seasonal fluctuations in the amount of electric the customer uses. In the event the electric service account is closed the Average Billing option does not affect your obligation to pay for actual usage. At this time, no adjustments or credits are warranted.
We appreciate Mr. M[redacted]’s continued service with Reliant.
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: Brief description of complaint...
Mr. [redacted]’s complaint against Reliant concerns a dispute of the charges and collection activities for an unauthorized account at [redacted]. History Reliant has served Mr. [redacted] at [redacted] since June 27, 2016. On September 14, 2016, Reliant received notification of a move in request from another retail electric provider (REP) at [redacted], resulting in the closure of Mr. [redacted]’s account effective September 14, 2016. On September 16, 2016, a final invoice for $834.30 was sent for the final billing period of August 31, 2016 through September 14, 2016 with Current Charges of $129.54, a Balance Forward of $679.76 and a Disconnect Recovery Charge of $25.00. On October 18, 2016, Mr. [redacted] contacted Reliant to dispute the balance for the account at [redacted]. Additionally, Mr. [redacted] advised that he did not reside at the premise after 2014 because he moved out of the country. At that time, a request was processed to investigate the account. On October 31, 2016, a review of Mr. [redacted]’s account determined that Mr. [redacted] was associated with the account and the charges were valid. An attempt to reach Mr. [redacted] was unsuccessful; however, a voice message was left. On December 20, 2016, a Final Notice for $834.30 was sent to Mr. [redacted] advising him of his account status. This notice states, “This is your Final Notice. Please pay the total amount immediately. Failure to pay will result in further action including referral to a collection agency, a negative report to a credit reporting agency or possible legal action filed against you.” Payment satisfying the account balance did not post to Mr. [redacted]’s account; therefore, the account balance was referred to collections on January 1, 2017. On March 16, 2017, Mr. [redacted] contacted Reliant to dispute the outstanding charges of $834.30 that was referred to a collection agency. At that time, a second request was processed to investigate the account. On April 4, 2017, a review of Mr. [redacted]’s account determined that Mr. [redacted] was associated with the premise; however, he was advised to submit a copy of a Police Report and an Identity Theft Fraud Affidavit to complete the investigation. On April 14, 2017, Reliant received an incomplete Identity Theft report and the Police Report was not included. No further action was required. Resolution A review of Mr. [redacted]’s account determined that Reliant served Mr. [redacted]’s account at [redacted] from June 27, 2016 through September 14, 2016. Once Mr. [redacted] contacted Reliant to dispute the charges, he was advised to complete an Identity Theft Affidavit form and was provided with instructions to complete and submit a police report to Reliant in order to investigate his dispute. All of the proper documentation has not been received at this time to continue the investigation. On August 7, 2017, Mr. [redacted] was contacted regarding the supporting documentation required in order to complete the investigation. Additionally, a hold was placed on all collection activity pending the outcome of Mr. [redacted]’s Revdex.com complaint. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. Clancy [redacted] Customer Support 713-488-5416
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]'s complaint...
against Reliant concerns not receiving her bills in the mail and as a result, she is being charged late fees. Ms. [redacted] states that she has been billed over $108.00 in late fess over the last three months due to not receiving her monthly invoice on a consistent basis. Additionally, Ms. [redacted] states that she requested to speak to a member of management to address her concerns; however, her attempts have been unsuccessful. Ms. [redacted] is requesting further assistance with this matter.
History
After researching this complaint we have concluded the following: All Late Payment Penalties and Disconnect Notice fees that were charged have been reviewed on Ms. [redacted]’s Reliant account and are considered valid. Our records indicate all bills were sent to Ms. [redacted]’s mailing address on record on a monthly (and timely) manner and Reliant cannot be responsible for any postal delays Ms. [redacted] may be experiencing. No invoices have been returned due to being undeliverable and Ms. [redacted]’s mailing address has been confirmed to be correct.
As per her Terms of Service under 6. Billing, Payment and Payment Arrangements, it states “If you do not pay your bill by the due date, we may charge you a late fee of 5% on the amount for the previous month’s past-due electric service. If you fail to pay the amounts due….., you agree to pay all reasonable fees and expenses (including attorney fees) we incur in the collection process.” In addition, under 8. Itemization of Non-Recurring Fees and Charges it states “in addition to charges or fees specified elsewhere in this Agreement or otherwise authorized by law, we may assess the following fees and charges: $25.00 for payments returned for insufficient funds by any method including, but no limit to, bank or personal check…..$20.00 for each disconnection and termination notice we send you….$25.00 each time we process a transaction requesting that the [redacted] disconnect service.” All Late Payment Penalties and Disconnect Notice fees for nonpayment are billed regardless if Ms. [redacted]'s electricity service is interrupted or not for the expenses incurred due the collection process by Reliant.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted]. [redacted] does sympathize with Ms. [redacted]'s position, however, Reliant acted properly and applied the non-recurring charges to her account as per her Terms of Service, therefore, all Disconnect Notice and Late Payment Penalties are considered valid and have been billed appropriately. However, in an attempt to resolve this matter, a Late Payment Penalty of $4.13, a $10.00 Disconnect Notice Fee and Disconnect Recovery Charges totaling $50.00 were credited to Ms. [redacted]'s account, as a courtesy. Our records indicate Ms. [redacted]’s account is now current and as long as payments are made on time, Ms. [redacted] will not incur Late Payment Penalty, Disconnect Notice fees, or Disconnect Recovery Charges. On November 18, 2015, Ms. [redacted] was contacted and provided with a detailed explanation of her account and other payment and billing options. Additionally, Ms. [redacted]’s concerns regarding the Reliant customer service representative have been addressed.
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
Mr. [redacted] is disputing...
the cancellation fee for electric service at [redacted]
History
Mr. [redacted]'s account became active on Reliant’s Secure plan effective August 4, 2014. The term of this plan is 12 months and it has a $295.00 early cancellation fee.
On April 7, 2015, a price plan renewal letter was issued to Mr. [redacted]. The letter advised of the option to update the current price plan to an updated price plan. The letter also advises, "If you choose not to enroll in a new plan at this time, you will receive a contract expiration notice approximately five weeks before your current plan expires. It will provide details of what will happen at the end of your current plan's term. Please keep in mind that choosing another retail electric provider before you receive your contract expiration notice could result in a cancellation fee."
On May 21, 2015, an invoice for $149.73 was sent for the billing period of April 20, 2015 through May 19, 2015. This invoice also includes a bill message advising “Your current plan is effective through your meter read on or after August 1, 2015.”
On June 16, 2015, Reliant received notification that the electric service at 1400 Oak Hollow Drive was switching to another retail electric provider effective for the same date.
On June 18, 2015, a final invoice for $554.72 with a due date of July 6, 2015 was sent for the billing period of May 19, 2015 through June 16, 2015 with Current Charges of $554.72.
On June 29, 2015, Mr. [redacted] contacted Reliant regarding the early cancellation fee of $295.00 assessed on his June 18, 2015 final invoice and was provided with his account status. Mr. [redacted] advised that he received a letter from Reliant advising of a promotional renewal offer would expire on June 19th. A Reliant representative advised Mr. [redacted] that the letter he was referencing was an early renewal letter and did not advise that his current price plan was expiring on June 11, 2015. The Reliant representative clarified that the early renewal letter advised that the promotional offer would expire on June 11, 2015, not his current contract. Mr. [redacted] requested that the call be escalated and Mr. [redacted] was set up for a call back request.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of the account determined that Mr. [redacted] was invoiced in accordance with his Terms of Service for the account. Mr. [redacted]'s service has been closed with Reliant as of June 16, 2015. As a courtesy, a request has been processed to waive the Early Cancellation Fee.
On July 1, 2015, a Reliant representative contacted Mr. [redacted] to advise of the updates being made to the account and advised that a corrected invoice would be issued once completed.
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 [redacted]
Customer Support
713-488-[redacted]
Reliant's Response to Revdex.com Case [redacted] is attached.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Crystal [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 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]Customer Support713-488-8681
Revdex.com:
I wanted to clarify that as I have stated I ordered cancellation of my service effective 8/1 and not 8/7 as Crystal has misled. It is clearly in thier system notes that my request for deactivation was on that day and I don't like how Crystal has denyed responsibility otherwise.Also Crystal promised me twice that she would follow up with me regarding the resolution and never did. Also when I spoke on the phone with her she was very rude and wouldn't allow me to speak and describe my situation, Crystal was very agressive with me and I didn't appreciate her attitude and especially don't appreciate her lack of telling the truth about the situation.Today I made a payment to closeo ut my balance due to Reliant but would like to reject resolution and let the Revdex.com know that I am still unsatisfied with Reliant and disagree with their business policy's, lack of customer service and ability to resolve a problem.
Reliant apologizes for any inconvenience or miscommunication these proceedings may have caused Ms. [redacted]. Ms. [redacted]’s account is currently under review and she will be contacted once investigation is complete.
We appreciate Ms. [redacted]’s continued service with Reliant.
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 2
Reliant regrets any inconvenience these proceedings may have caused, and we understand Ms. [redacted]’s concerns. A response has been received from [redacted] as of July 28, 2015. [redacted] has confirmed that the meter readings submitted for the period of June 30, 2014 to June 29, 2015 are accurate and that no billing adjustments are warranted at this time. On July 29, 2015, [redacted] was contacted to verify if the meter was replaced for the address of [redacted]nue. [redacted] verified that the meter was not replaced. Ms. [redacted] can contact [redacted] at [redacted] to verify the status of the meter.
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]
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 program. Correspondence was emailed to Mr. [redacted] at [redacted].[redacted]@GMAIL.COM confirming his enrollment in the Average Billing Program on
January 14, 2015. 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].[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, 2015. 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 invoice. Additionally, a confirmation email was sent to Mr. [redacted] at [redacted].[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 $255.28 was sent for the final billing period of June 8, 2015 through July 8, 2015 with Current Charges of $224.12 and a Balance Due from Billing Plan of $31.16.
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 invoice. Mr. [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 account. The 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. [redacted]’s concerns regarding the average billing dispute; however, Mr. [redacted]’s account has been invoiced correctly based upon the terms and conditions disclosed in the Terms of Service and Reliant’s Average Billing Program correspondence. In 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 usage. Additionally, 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 invoice. At 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 8:00 a.m. to 5:00 p.m.
Crystal [redacted]
Customer Support
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I don't think Reliant wants to accept the negligence happened on their end. As a customer I have submitted the documents, but Reliant claims they haven't received it which is something that I cannot be accounted for. Moreover as a process , Reliant should notify its customers before de-enrollment. This clearly shows their internal processes are not customer oriented.I insist Reliant to pick up charges and penalties for the months that it didn't provide electricity and nor did they notify me about the same until I followed up. I account Reliant for charges for the core inconvenience it has caused during this.
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see 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]Customer Support713-488-8681