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 bill for the electric service at [redacted].
History
On July 22, 2015, an invoice for $307.43 was sent for the billing period of
June 18, 2015 through July 20, 2015 with Current Charges of $307.43.
On July 31, 2015, Reliant received notification that the electric service at [redacted] was being closing effective August 7, 2015, due to another customer’s move-in request; however, this request was not completed.
On August 10, 2015, a one-time bank draft payment of $307.43 posted to Mr. [redacted]’s account.
On August 27, 2015, Reliant received notification that the electric service at [redacted] was being closing effective August 28, 2015, due to another customer’s move-in request.
On September 28, 2015, a final invoice for $376.20 was sent for the final billing periods of July 20, 2015 through August 18, 2015 and August 18, 2015 through August 28, 2015 with Current Charges of $376.20.
On September 2, 2015, Mr. [redacted] contacted a Reliant web chat representative to dispute the
September 28, 2015 invoice. The web chat representative advised Mr. [redacted] that account records do not reflect a request to close the account effective August 1, 2015 and advised Mr. [redacted] that he is responsible for the final invoice.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of his account determined that Mr. [redacted] was invoiced in accordance with his Terms of Service.
Account records do not reflect that Mr. [redacted] contacted Reliant to cancel the electric service at [redacted] effective August 1, 2015. Because the July 31, 2015 move-in request did not complete, Mr. [redacted] continued to be invoiced by Reliant until the August 27, 2015 move-in request completed.
As a courtesy, the account was credited $209.29 for the consumption dates of
August 2, 2015 through August 28, 2015. A corrected invoice will be sent after completion.
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 the $50.00 Service...
Call fee invoiced to his electric service account at 26415 26415 Richard Road.
History
On August 27, 2015, an invoice for $1,036.50 was sent for the billing period of July 24, 2015 through August 24, 2015 with a Balance Forward of $381.23, a Late Payment Penalty of $18.48 and Current Charges of $636.79. The Current Charges of $636.79 includes a $50.00 Service Call fee from CenterPoint Energy (CNP).
Later on August 27, 2015, Ms. [redacted] contacted Reliant to dispute the $50.00 Service Call fee reflected on her August 27, 2015 invoice and a request was processed to investigate.
On September 6, 2015, Ms. [redacted] contacted Reliant regarding the status of her account and requested that Reliant credit her account for the $50.00 Service Call fee because CNP advised that the fee was valid and would not be reversed. At that time, a $25.00 credit was applied to Ms. [redacted]’s account, as a courtesy.
On September 10, 2015, Reliant received a response from CNP advising that the $50.00 Service Call fee was valid and no adjustments were warranted. Additionally, CNP advised that a service call was received on July 29, 2015 and customer was advised that if no issues were identified with CNP equipment that fee would be assessed. No issues were identified with CNP equipment.
Resolution
Reliant regrets any inconvenience experienced by Ms. [redacted] concerning the Service Call fee assessed to her account. In conclusion, Reliant is not in the position to determine whether or not the Service Call fee from CNP is valid since the service was not performed by Reliant. The Service Call fee was simply billed by Reliant on behalf of her Transmission and Distribution Service Provider (TDSP), CNP, and Ms. [redacted] would have been billed this non-recurring charge regardless of her retail electricity provider. The Service Call fee is considered valid based on the billing information provided by CNP. In an attempt to resolve this matter, an additional $25.00 credit was applied to Ms. [redacted]’s account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Deidra W[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 the awards miles for the p[redacted].
On September 4, 2015, a confirmation email was received advising that the disputed miles would appear on Ms. [redacted]’s American Airlines account within 7-14 business days.
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.
Bern H[redacted]
Customer Support
713-488-5061
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand [redacted]’s concerns regarding his disconnection of service request. A secondary review of the call determined that [redacted] did request a disconnection of service for the requested date of June 30, 2015. [redacted] inquired if confirmation of the disconnection would be sent and the agent advised that a final invoice would be generated. [redacted] inquired on the termination fee of $295.00 and requested written documentation that the fee would not apply. The Reliant agent advised that the termination fee would not apply, but could not supply written confirmation. [redacted] disputed the request and ended the call.
The termination fee of $295.00 would not be charged and a $25.00 bill credit was applied to the account as a one-time courtesy to the account.
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]
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 bill for the electric service at [redacted].
History
On July 22, 2015, an invoice for $307.43 was sent for the billing period of
June 18, 2015 through July 20, 2015 with Current Charges of $307.43.
On July 31, 2015, Reliant received notification that the electric service at [redacted] was being closing effective August 7, 2015, due to another customer’s move-in request; however, this request was not completed.
On August 10, 2015, a one-time bank draft payment of $307.43 posted to Mr. [redacted]’s account.
On August 27, 2015, Reliant received notification that the electric service at [redacted] was being closing effective August 28, 2015, due to another customer’s move-in request.
On September 28, 2015, a final invoice for $376.20 was sent for the final billing periods of July 20, 2015 through August 18, 2015 and August 18, 2015 through August 28, 2015 with Current Charges of $376.20.
On September 2, 2015, Mr. [redacted] contacted a Reliant web chat representative to dispute the
September 28, 2015 invoice. The web chat representative advised Mr. [redacted] that account records do not reflect a request to close the account effective August 1, 2015 and advised Mr. [redacted] that he is responsible for the final invoice.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of his account determined that Mr. [redacted] was invoiced in accordance with his Terms of Service.
Account records do not reflect that Mr. [redacted] contacted Reliant to cancel the electric service at [redacted] effective August 1, 2015. Because the July 31, 2015 move-in request did not complete, Mr. [redacted] continued to be invoiced by Reliant until the August 27, 2015 move-in request completed.
As a courtesy, the account was credited $209.29 for the consumption dates of
August 2, 2015 through August 28, 2015. A corrected invoice will be sent after completion.
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]
713-488-5497
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 $50.00 Service...
Call fee invoiced to his electric service account at 26415 26415 Richard Road.
History
On August 27, 2015, an invoice for $1,036.50 was sent for the billing period of July 24, 2015 through August 24, 2015 with a Balance Forward of $381.23, a Late Payment Penalty of $18.48 and Current Charges of $636.79. The Current Charges of $636.79 includes a $50.00 Service Call fee from CenterPoint Energy (CNP).
Later on August 27, 2015, Ms. [redacted] contacted Reliant to dispute the $50.00 Service Call fee reflected on her August 27, 2015 invoice and a request was processed to investigate.
On September 6, 2015, Ms. [redacted] contacted Reliant regarding the status of her account and requested that Reliant credit her account for the $50.00 Service Call fee because CNP advised that the fee was valid and would not be reversed. At that time, a $25.00 credit was applied to Ms. [redacted]’s account, as a courtesy.
On September 10, 2015, Reliant received a response from CNP advising that the $50.00 Service Call fee was valid and no adjustments were warranted. Additionally, CNP advised that a service call was received on July 29, 2015 and customer was advised that if no issues were identified with CNP equipment that fee would be assessed. No issues were identified with CNP equipment.
Resolution
Reliant regrets any inconvenience experienced by Ms. [redacted] concerning the Service Call fee assessed to her account. In conclusion, Reliant is not in the position to determine whether or not the Service Call fee from CNP is valid since the service was not performed by Reliant. The Service Call fee was simply billed by Reliant on behalf of her Transmission and Distribution Service Provider (TDSP), CNP, and Ms. [redacted] would have been billed this non-recurring charge regardless of her retail electricity provider. The Service Call fee is considered valid based on the billing information provided by CNP. In an attempt to resolve this matter, an additional $25.00 credit was applied to Ms. [redacted]’s account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Deidra W[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 the awards miles for the p[redacted].
On September 4, 2015, a confirmation email was received advising that the disputed miles would appear on Ms. [redacted]’s American Airlines account within 7-14 business days.
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.
Bern H[redacted]
Customer Support
713-488-5061
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal
Reliant regrets any inconvenience these proceedings may have caused, and we understand [redacted]’s concerns regarding his disconnection of service request. A secondary review of the call determined that [redacted] did request a disconnection of service for the requested date of June 30, 2015. [redacted] inquired if confirmation of the disconnection would be sent and the agent advised that a final invoice would be generated. [redacted] inquired on the termination fee of $295.00 and requested written documentation that the fee would not apply. The Reliant agent advised that the termination fee would not apply, but could not supply written confirmation. [redacted] disputed the request and ended the call.
The termination fee of $295.00 would not be charged and a $25.00 bill credit was applied to the account as a one-time courtesy to the account.
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]