Reliant Energy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10149301, and have determined that this proposed action would not resolve my complaint This company has greatly messed up my budget by billing my twice in one and making me behind in my payments I have always paid my bills on time , and now because of their error, they have messed up my perfect payment history, the weak sorry does not cut it Regards,

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 have not been told my plan would be expired and will not automatically renew at first place Since I choose paperless bill, I have not received any invoice myselfWhat I get are emails about my bill and weekly usageAs I checked, None of this emails mentioned anything about my plan been changed at all ( You can see from the attached file) Usually I just log into my account and pay the bill when I received the email notificationIn that process, I have no chance to see the invoice When I received the response, I log into my account and download all my bill files (PDF), and the only thing I find out is a notice that my plan will be expired written inside bill of ***As you can see from the pdf file I uploaded, it is very hard to find out Even my plan was expired, the new plan ( [redacted] Flex Plan) is chosen by [redacted] itself without my permission As I said before, adjustment of the plan should be a important issue to customer , and should be notice by phone calls, at least, a email notificationAs I choose the new plan [redacted] days before, I immediately received the emailIt does not make sense why [redacted] did not do the same thing when my plan changed at *** Regards,

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 really hope [redacted] treat my complaint seriously as they stateAs I see, the [redacted] dollar late fee was back to my accountBUT Am I begging right now? Am I writing these words to kill time? The key point of my complaint is because of [redacted] 's awkward customer service and arrogant attitude [redacted] I have no question about the notice on the invoiceBUT let me repeat once again, I choose PAPERLESS bills, so I have no chance to see these notes And as the attach files shows last time, the emails I received has no clue at all about adjustment of my planAlthough they resend the mail to me, I want emphasize that I did NOT receive any notice by mail or phone at that time As I checked, there are many other month-to-month plans offered by [redacted] , many of them have lower rate comparing with [redacted] Flex PlanSince I did not give any permission of choosing [redacted] Flex Plan, so please show the evidence supporting your right to do so Solution: Consider about the Flex Plan begin since [redacted] and ***be last until [redacted] , I would like to ask for a [redacted] USD gift card to end the caseOtherwise, please find the answers for the issues stated above Thanks! Regards,

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 requesting a refund of the $base charge assessed on his final invoice at [redacted] *** History Reliant’s records reflect that [redacted] ’ account enrolled on Reliant’s PowerTracker plan effective November 13, The PowerTracker plan is an indexed plan with no cancellation fee This plan includes a base charge of $5.00, Oncor Electric Delivery Company (Oncor) delivery charges of $and 3.2184¢ per kWh, a base energy charge of 2.0¢ per kWh and an indexed energy charge which is updated monthly On July 18, 2014, Reliant received notification that the electric service at W Creek Court was switching to another retail electric provider (REP) effective July 18, On July 22, 2014, an invoice for $was sent for the final billing period of July 15, through July 18, with a balance forward of $and current charges of $ This invoice includes a base charge of $and Oncor Electric delivery charges of $ On July 23, 2014, [redacted] contacted Reliant regarding the invoiced charges reflected on his July 22, invoice requesting that the Oncor delivery charges and base charge be waived as he was not invoiced for a full billing period The Reliant representative advised that the Oncor delivery charges are passed through without markup and are unable to be waived; however, that his call would be connected to a supervisor regarding possible waiver of the $base charge While attempting to connect [redacted] call to a supervisor, the line dropped; however, a Reliant supervisor credited [redacted] ’ account $as a courtesy for the base charge Resolution Reliant regrets any inconvenience these proceedings may have caused [redacted] A review of the account determined that [redacted] was invoiced in accordance with his Terms of Service; however, that as a courtesy, due to the shortened final billing period, a credit of $was applied to the account on July 23, For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]

Reliant’s Response to BBB 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 invoiced... charges for his electric service account at [redacted] ***. History On December 28, 2013, Mr. [redacted] contacted Reliant requesting to change his current price plan, Reliant’s Clear Flex plan to Reliant’s SmartStart plan and his request was processed. This plan includes an energy charge of 11.9¢ per kWh and a base charge of $0.00. Mr. [redacted] was advised that he would need to satisfy the current balance on his account and make an initial payment under the SmartStart terms in order to complete the plan change. Mr. [redacted] advised he would make his payment at a later time. Mr. [redacted] was sent a prepaid disclosure form as well as a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on January 1, 2014. On December 31, 2013, an invoice for $64.97 was sent for the bil [redacted] period of November 21, 2013 through December 26, 2013 with a balance forward of $31.93 and current charges of $33.04. This invoice reflects Clear Flex plan pricing. On January 17, 2014, Mr. [redacted] contacted Reliant requesting information to remit his payment. Mr. [redacted] also advised that the price he was paying on his account was too high. A Reliant representative provided Mr. [redacted] with payment remittance options and discussed available price plans for Mr. ***’s account and Mr. [redacted] agreed to switch his price plan to Reliant’s PowerTracker plan. This plan includes a base charge of $5.00, CenterPoint Energy (CNP) delivery charges of $9.45 and 3.5724¢ per kWh, a base energy charge of 2.0¢ per kWh and an indexed energy charge which is updated monthly. Due to Mr. ***'s plan change request to the PowerTracker plan, the December 28, 2013 plan change request to the SmartStart plan was cancelled. Mr. [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on January 20, 2014. On January 30, 2014, an invoice for $79.16 was sent for the bil [redacted] period of December 26, 2013 through January 27, 2014 with a balance forward of $39.88, current charges of $37.29 and a late payment penalty of $1.99. This invoice reflects PowerTracker plan pricing. Multiple contacts were received from Mr. [redacted] from February 19, 2014 through Febraury 24, 2014 regarding his price plan and invoiced charges and Reliant representatives provided Mr. [redacted] with an explanation of his bil [redacted] and charges and price plan components. At that time, Mr. [redacted] requested to have his account placed back on the Clear Flex plan and a request was processed to review Mr. ***’s account. On February 28, 2014, an invoice for $84.05 was sent for the bil [redacted] period of January 27, 2014 through February 25, 2014 with a balance forward of $44.16, current charges of $38.03 and a late payment penalty of $1.86. This invoice reflects PowerTracker plan pricing. On March 3, 2014, a Reliant representative reviewed Mr. ***’s account and processed a request to place Mr. ***’s account back on Reliant’s Clear Flex plan effective December 26, 2013. The Reliant representative attempted to contact Mr. [redacted] to provide him with his investigation status; however, the attempt was unsuccessful and a message was left. On March 4, 2014, a corrected invoice for $41.64 was sent for the bil [redacted] period of December 26, 2013 through January 27, 2014 with a balance forward of $4.88, current charges of $32.91 and late payment penalties tota [redacted] $3.85. This invoice reflects Clear Flex plan pricing. On March 4, 2014, a corrected invoice for $73.29 was sent for the bil [redacted] period of January 27, 2014 through February 25, 2014 with a balance forward of $41.64 and current charges of $31.65. This invoice reflects Clear Flex plan pricing. Subsequent invoices sent to Mr. [redacted] from March 31, 2014 through April 30, 2014 reflect Clear Flex plan pricing. On May 1, 2014, Mr. [redacted] contacted Reliant regarding Reliant’s Conservation 12 plan and was provided with an explanation of the plan; however, declined to enroll at that time. On May 7, 2014, Mr. [redacted] contacted Reliant regarding available price plans and was provided with available options for his account; however, declined to enroll on an alternate plan at that time. On May 14, 2014, Mr. [redacted] contacted Reliant regarding Reliant’s Conservation 9 plan and was provided with an explanation of the plan. At that time, Mr. [redacted] requested to change his plan to the Conservation 9 plan and his request was processed. Mr. [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on May 16, 2014. On May 19, 2014, Mr. [redacted] contacted Reliant and requested to cancel his plan change to Reliant’s Conservation 9 plan and a request was processed to investigate his account. On May 21, 2014, a Reliant representative reviewed Mr. ***’s account and processed a request to change his account to his previous price plan, Reliant’s Clear Flex plan. On May 30, 2014, an invoice for $106.11 was sent for the bil [redacted] period of April 25, 2014 through May 27, 2014 with a balance forward of $73.75, current charges of $30.32 and a late payment penalty of $2.04. This invoice reflects Clear Flex plan pricing. On June 23, 2014, a disconnection notice for $106.11 was sent to Mr. [redacted] due by July 3, 2014. On June 30, 2014, an invoice for $119.28 was sent for the bil [redacted] period of May 27, 2014 through June 25, 2014 with a balance forward of $106.11 and current charges of $13.17. Resolution Reliant regrets any inconvenience these proceedings may have caused Mr. ***. The Clear Flex plan is a month-to-month variable price plan, which means that the price can increase or decrease from month-to-month at Reliant’s discretion. A review of Mr. ***’s account determined that Mr. [redacted] changed his price plan three times from December 2013 through May 2014. When Mr. [redacted] requested to revert his account to his original price plan, Reliant’s Clear Flex plan, in February and May 2014, his requests were processed and applicable invoices rebilled. Mr. [redacted] has been invoiced in accordance with his Terms of Service. As a courtesy, late payment penalties tota [redacted] $9.55 have been credited to Mr. ***’s account. A request has also been processed to send Mr. [redacted] a copy of his Clear Flex plan EFL and Terms of Service documents for his review. Unfortunately, additional adjustments are not warranted at this time. Reliant appreciates Mr. ***’s continued service. If Mr. [redacted] would like to discuss available plan options for his account, he can contact me at 713-488-5905 Monday through Friday from 8:00 a.m. to 5:00 p.m. Additionally, Reliant’s Customer Care Department is available at 866-RELIANT or by web chat at www.reliant.com for assistance with available price plans. [redacted] Customer Support [redacted]

Reliant’s Response to Revdex.com Case # [redacted] We understand Ms [redacted] concerns regarding the corrected invoice for the account Payment arrangements would be available to accommodate Ms [redacted] payment schedule to assist in satisfying the balance for the account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]

To Whom It May Concern, NRG Residential Solutions spoke with Mr [redacted] Mrs [redacted] spouse, on July 22, 2014, regarding this complaint We are pleased to report we have resolved her complaint Mrs [redacted] enrolled online with NRG Residential Solutions on December 9, Mrs [redacted] ’s account was enrolled in the NRG Residential Solutions Cash Back rewards program As a result, she was set to receive certain cash benefits, including an initial bonus amount, in the course of her enrollment based on her electricity purchases Due to an internal error on NRG Residential Solutions part, Mrs [redacted] $enrollment bonus was not mailed as intended NRG Residential Solutions has researched the issue further to ensure it is not affecting additional customers NRG Residential Solutions has sent Mrs [redacted] the $cash back bonus she was supposed to earn in April 2013, and as a show of good will, issued a second $bonus as our sincere apology for the delay After speaking to Mr [redacted] on July 22nd, Mr [redacted] said he considers this complaint resolved on behalf of Mrs [redacted] Please let us know if you need any additional information regarding this case [redacted] Operations Director, Customer Service NRG Northeast Retail [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 [Provide details of why you are not satisfied with this resolution.] Regards, I am not going to go back and forth with this ladyI have recorded calls left on my vm concerning a survey that I took and not one phone call from [redacted] As stated, she did not pull my calls and listen to where I said I wanted level billing and also where I canceled surge protectionI will be filing a complaint against her and her company Thanks

At ***, 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
*** *** is disputing the invoiced
charges for his electric service account at ***. *** *** states that he was not properly notified that his previous price plan was expiring
History
On *** **, ***, *** *** submitted an online request to enroll his electric service account at 1st Street #effective *** **, *** and his request was processed. *** *** agreed to enroll on ***’s Conservation plan. The term of this plan is months and it has an early cancellation fee of $***. *** *** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on *** **, ***.
On *** **, ***, a contract expiration notice to *** *** advising that the current price plan was expiring and that the account would transition to the *** Flex plan with the first meter read date after ***il 1, *** unless *** *** enrolls in an alternate price plan or if he switches her 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 *** Flex plan
***’s records do not reflect that a request was received from *** *** to change his price plan; therefore, the account transitioned to the *** Flex plan effective ***il **, ***
On ***il **, ***, an invoice of $*** was sent for the billing period of *** **, *** through *** **, ***. This invoice advises “Thank you for being a valued customer. Your current plan is set to expire with the current billing period. However, your new plan, *** Flex plan will begin with your next billing period. Feel free to call us at ***.*** at anytime if you have questions.”
On *** **, ***, an invoice for $*** was sent for the billing period of *** **, *** through *** **, ***. This invoice reflects *** Flex plan pricing
On *** **, ***, an invoice for $*** was sent for the billing period of *** **, *** through *** **, *** with a balance forward of $***, current charges of $*** and a late payment penalty of $*** This invoice reflects *** Flex plan pricing
On *** **, ***, an online request was received to change the price plan on *** ***’s account to the *** Conservation plan and the request was processed. The term of this plan is months and it has an early cancellation fee of $***. *** *** was advised that the plan change request begin within the next 1-* billing cycles. *** *** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on *** **, ***.
Resolution
*** regrets any inconvenience these proceedings *** have caused *** ***; however, a review of his account determined that *** *** was invoiced in accordance with his Terms of Service. As a courtesy, a late payment penalty of $*** was credited to the account. Additionally, a copy of the *** **, *** contract expiration notice has been sent for *** ***’s review. No additional adjustments are warranted at this time.
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
*** ***
Customer Support
***

While we understand *** ***’s concerns regarding his electric service account price plan, proper notification was sent to him advising of the status of his expiring price plan and subsequent rate offer. Notification of his expiring price plan was also included on ** *** **, *** invoice. Because a new price plan was not selected for *** ***’s account after the previous plan expired, the account defaulted to the *** Flex plan, which is a month-to-month price plan with no cancellation fee. A copy of the *** **, *** contract expiration notice outlining *** ***’s account status was sent on *** **, *** for his review
*** ***’s account has been invoiced in accordance with his Terms of Service. No adjustments are warranted at this time
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
*** ***
Customer Support
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Thank you for a satisfactory resolution to this issue.
I hope there are no issues during the transfer back to my former electric companyI have made contact with them, but they are not able to provide any information regarding my account at this point, so I cannot tell if there are actually any issues and what the terms that were agreed with with Mr***
Regards,
*** ***

Reliant’s Response to Revdex.com Case #***
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Mr*** is disputing the
disconnection of his electric service due to a switch request to Reliant for his electric service account at *** *** *** ***
History
On August 4, 2014, a Reliant door to door representative contacted Mr*** and he agreed to switch his electric service at *** *** *** *** effective his next meter read date. Mr*** was provided with a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) by the door to door representative on August 4, 2014. Mr***’ switch completed on August 5,
On August 5, 2014, Reliant received a request to cancel Mr***’ pending switch request to Reliant
On August 6, 2014, a Reliant representative attempted to contact Mr***’ to cancel his pending switch request; however, the attempt was unsuccessful and a voice message was left
Later on August 6, 2014, a Reliant representative attempted to contact Mr***’ to cancel his pending switch request; however, the attempt was unsuccessful and a voice message was left
Later on August 6, 2014, a Reliant representative contacted Mr***’ and received authorization to cancel his pending switch request; however, incorrectly processed a move-out request effective August 7,
On August 7, 2014, Mr*** contacted Reliant advising he was without electric service and that he had been previously advised that he could cancel his switch without loss of power. At that time, Mr***’ call was connected to Reliant supervisor and was advised that because he does not want to have electric service with Reliant, to contact his previous REP to restore his electric service
On August 11, 2014, a final invoice for $was sent for the final billing period of August 5, through August 7,
On August 14, 2014, Mr*** contacted Reliant regarding his account status and disputed the invoiced charges. At that time, a request was processed to investigate Mr***’ account
On August 15, 2014, a Reliant representative credited Mr***’ account charges of $invoiced from August 5, through August 7,
On August 18, 2014, a corrected final invoice for $was sent for the final billing period of August 5, through August 7, with current charges of $and a bill adjustment credit of $
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr***. A review of the account determined that while processing Mr***’ switch cancellation request, a Reliant representative made a transactional error and inadvertently processed a move-out request instead of a switch cancellation request. If Mr*** experienced a loss of food or property during the time period he was without electric service, then once advised, we will submit a claims request on his behalf for review
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
*** ***
Customer Support
***

Reliant’s Response to Revdex.com Case #***
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms*** is disputing the
invoiced charges for the electric service account at *** * *** *** ***
History
On September 14, 2012, Ms*** contacted reliant and completed an enrollment for electric service at *** * *** *** *** by phone establishing account number ***
On May 19, 2014, Reliant received notification that the electric service account at *** * *** *** *** was being switched to another retail electric provider (REP) effective May 19, resulting in the closure of Ms***'s account
Later that day, *** ***, on behalf of Ms***, contacted Reliant to dispute the closure of the account in the name of *** ***. The agent completed a new enrollment to establish service back into the name of *** *** under a new account number of ***. The agent then entered a dispute to have the usage for the service address applied to the new account.
On June 26, 2014, a corrected final invoice for $was sent for the billing period of April 1, to May 19, with a previous amount due of $119.22, payments of $and current charges of $for the service address of *** * *** ***
On June 26, 2014, an invoice for $was sent for the billing period of May 20, through Jun 2, with current charges of $53.07.
On July 7, 2014, an invoice for $was sent for the billing period of June 2, through July 1, with a previous amount due of $and current charges of $
On July 14, 2014, a payment of $was posted to the account
On July 16, 2014, a late fee of $was placed to the account
On July 24, 2014, *** ***, on behalf of Ms***, contacted Reliant to dispute the invoice received for $167.12. The agent reviewed the account and attempted to explain the billing for $represented usage for the service address prior to the dispute entered to reinstate service back into Ms***'s name and the amount of $represents usage at the service address after the dispute was completed to reinstate service
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***. The customer’s account has been invoiced in accordance with her terms of service. After a thorough review of account, the customer has been billed according to usage reflected for the billing invoice
A review of Ms***’s account determined that due to a break in the electric service, the statement issued for $reflects usage at the service address from April 1, to May 19, 2014. The statement issued for $reflects usage at the service address from May 20, to July 2014.
As a one-time courtesy, the late fee of $has been reversed from the account
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
*** ***
Customer Support
***

Reliant’s Response to Revdex.com Case #***
At Reliant, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Mr*** is disputing the
deferred balance due from Reliant’s Average Billing Program for his electric service account at *** *** *** ***
History
Reliant’s records reflect that Mr***’s account became active on Reliant’s Average Billing Program effective July 31,
On August 16, 2013, an invoice for $was sent for the billing period of July 15, through August 13, with a balance forward of $42.68, an Average Billing deferred balance adjustment credit of $42.68, a current average billing amount of $and total current non-electricity charges of $15.98. This invoice also states After payment of your monthly Total Due, your Deferred Balance will be $
Subsequent invoices sent from September 16, through June 17, provided Mr*** with his actual electricity charges, Average Billing amount and deferred balance
On July 14, 2014, Reliant received notification that the electric service at *** *** *** *** was switching to another retail electric provider (REP) effective July 14, 2014.
On July 16, 2014, a final invoice was sent for the final billing period of June 13, through July 14, with total current electricity charges of $268.39, total current non-electricity charges of $and a balance due from Billing Plan of $
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr***; however, a review of his account determined that Mr*** was invoiced in accordance with the Average Billing Terms of Service
On July 22, 2014, Mr*** contacted Reliant regarding his Revdex.com complaint and advised that he was no longer disputing the balance and did not need additional assistance at this time.
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m.
*** ***
Customer Support
***

Reliant’s Response to Revdex.com Case #*** *** *
Reliant understands Ms*** concerns regarding her promotional incentive and account billing and charges; however, appropriate documentation has been sent to Mr*** which supports the balance due on the account. Throughout the course of the investigation, all applicable phone calls and contacts were reviewed and determined that Mr*** has been invoiced in accordance with the Terms of Service
On July 21, 2014, a Reliant representative contacted Ms*** at ***. Subsequent contacts to that number were unsuccessful; however, voice messages were left
I will be happy to discuss any concerns Mror Ms*** have regarding the status of their account. I am available at *** Monday through Friday, from 8:a.mto 5:p.m
*** ***
Customer Support
***

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 an early...

cancellation fee of $150.00 assessed to her electric service account at [redacted]
History
Ms. [redacted]’s account became active on Reliant’s Free Weekends 12 plan effective August 14, 2013.  The term of this plan is 12 months and it has a $150.00 early cancellation fee.
On September 17, 2013, an invoice for $159.00 was sent for the billing period of August 14, 2013 through September 13, 2013.  This invoice also includes a bill message advising “Your current plan is effective through your meter read on or after August 1, 2014.”
Subsequent invoices sent to Ms. [redacted] from October 16, 2013 through May 16, 2014 include bill messages advising that the current price plan was effective through the meter read on or after August 1, 2014.
On June 8, 2014, Ms. [redacted] contacted Reliant advising that she was aware that her current price plan was expiring soon and that she did not want to continue electric service with Reliant.  Ms. [redacted] advised that she would be switching her electric service to another retail electric provider (REP).  At that time, a Reliant representative advised Ms. [redacted] that he would connect her call to the appropriate department for assistance and her call was transferred.  Ms. [redacted] advised a Reliant representative that her current price plan was expiring June 18, 2014 and had decided to switch her service to another REP.  Ms. [redacted] inquired what she needed to do in order to switch her service to another REP and avoid a fee.  A Reliant representative advised Ms. [redacted] that if her contract was ending then she should schedule her switch to the other REP the day after her contract expiration date.  Ms. [redacted] was advised to speak with our Customer Service Department to confirm the date her contract was going to end with Reliant so that she could avoid being assessed a cancellation fee as the Reliant representative was unable to confirm that information for her; however, Ms. [redacted] declined and advised she would provide the other REP with the 18th as her switch date.
On June 16, 2014, Reliant received notification that the electric service account at [redacted] was being switched to another retail electric provider (REP) effective June 18, 2014.
On June 18, 2014, an invoice for $162.00 was sent for the billing period of May 14, 2014 through June 16, 2014.
On June 20, 2014, a final invoice for $340.00 was sent for the final billing period of June 16, 2014 through June 18, 2014 with a balance forward of $162.00, current charges of $169.27 and a balance due from Billing Plan of $9.21.  This invoice also includes an early cancellation fee of $150.00.
On June 25, 2014, Ms. [redacted] contacted Reliant regarding the early cancellation fee assessed on her June 20, 2014 final invoice and was provided with her account status.  Ms. [redacted] advised that she received a letter from Reliant advising that a promotional offer for Reliant’s Free Weekends 14 plan would expire on June 19th.  A Reliant representative advised Ms. [redacted] that the letter she was referencing was an early renewal letter and did not advise that her current price plan was expiring on June 19th.  The Reliant representative clarified that the early renewal letter advised that the promotional offer would expire on June 19th, not her current contract.  The Reliant representative advised that a request could be submitted to dispute the cancellation fee and at that time, Ms. [redacted]’s call was transferred to a supervisor.  A Reliant supervisor reviewed Ms. [redacted]’s previous customer contacts and processed a request to review Ms. [redacted]’s account.
On June 26, 2014, a Reliant representative determined that Ms. [redacted] was properly notified on her plan expiration date; therefore, the early cancellation fee of $150.00 was valid.  An attempt to contact Ms. [redacted] regarding the investigation findings was unsuccessful; however, a voice message was left.
On July 29, 2014, a final notice for $150.00 to Ms. [redacted] was sent advising “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 5, 2014, Ms. [redacted] contacted Reliant via email disputing the invoiced cancellation fee of $150.00.  A Reliant representative responded to Ms. [redacted] via email providing her with the findings of her June 25, 2014 cancellation fee dispute.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms. [redacted].  As a courtesy, a request has been submitted to waive the $150.00 cancellation fee.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
[redacted]
Customer Support
###-###-####

have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
Thanks for your help!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10149301, and have determined that this proposed action would not resolve my complaint.  
This company has greatly messed up my budget  by billing my twice in one and making me behind in my payments I have always paid my bills on time , and now because of their error, they have messed up my perfect payment history, the weak sorry does not cut it. 
Regards,

Reliant’s Response to Revdex.com Case # [redacted]
We understand Ms. [redacted] concerns regarding the corrected invoice for the account.  Payment arrangements would be available to accommodate Ms. [redacted] payment schedule to assist in satisfying the balance 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. 
[redacted]
Customer Support
[redacted]

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.  
 
1     I really hope [redacted] treat my complaint seriously as they state. As I see, the * dollar late fee was back to my account. BUT Am I begging right now? Am I writing these words to kill time? 
The key point of my 
complaint  is because of [redacted]'s awkward customer service and arrogant attitude.
 
*     I have no question about the notice on the invoice. BUT let me repeat once again, I choose PAPERLESS bills, so I have no chance to see these notes.  And as the attach files shows last time,
the emails I received has no clue at all about adjustment of my plan. Although they resend the mail to me, I want emphasize that I did NOT receive any notice by mail or phone at that time. 
 
3.   As I checked, there are many other month-to-month plans offered by [redacted], many of them have lower rate comparing with [redacted] Flex Plan. Since I did not give any permission of choosing 
[redacted] Flex Plan, so please show the evidence supporting your right to do so.
 
4.  Solution:  Consider about the Flex Plan begin since [redacted] and [redacted]be last until [redacted],  I would like to ask for a ** USD gift card to end the case. Otherwise, please find the answers for the issues stated above.
 
 
Thanks! 
Regards,