Reliant Energy

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 price plan for her electric service account at [redacted]...

[redacted]
History
On [redacted], **. [redacted] contacted Reliant regarding her account balance and was provided an explanation of her billing and charges. At that time, **. [redacted] was advised that her previous price plan had expired and that she was now on a variable price plan. At that time, **. [redacted] agreed to enroll on Reliant’s Keep Your Cash Nights and  Weekends 14 plan effective the first meter read on or after [redacted].  **. [redacted] was sent with a ter** of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on [redacted].
On [redacted], **. [redacted] contacted Reliant and agreed to transfer the electric service from [redacted] effective [redacted] to [redacted] effective [redacted] and her request was processed. 
On [redacted], an invoice for $[redacted] was sent for the billing period of [redacted] through [redacted] with a balance forward of $[redacted], total current electricity charges of $[redacted] and a late payment penalty of $[redacted].  This invoice reflects Reliant Flex plan pricing.
On [redacted], a final invoice for $[redacted] was sent for the final billing period of [redacted] through [redacted] with a balance forward of $[redacted]0 and current charges of $[redacted].  This invoice reflects Reliant Flex plan pricing.
On [redacted], an invoice for $[redacted] was sent for the billing period of [redacted] through [redacted].  This invoice reflects Reliant Flex plan pricing.
On [redacted], an invoice for $[redacted] was sent for the billing period of [redacted] through [redacted] with a total current electricity charges of  $[redacted] and total current non-electricity charges of $[redacted].  This invoice reflects Reliant Flex plan pricing.
On [redacted] contacted Reliant regarding her account status, disputing her account price plan. At that time, a request was processed to investigate **. [redacted]’ account.  **. [redacted] was advised that the investigation could take 1-2 billing cycles for resolution.
Multiple contacts were received from **. [redacted] from [redacted] through [redacted] regarding her disputed price plan and was advised that the issue was currently under review and can take up to 1-2 billing cycles for resolution.
Later on [redacted], a Reliant representative determined that **. [redacted]’ account had been invoiced under the incorrect price plan for the [redacted] through [redacted] billing cycles and processed corrections to the account.
On [redacted], a corrected invoice for $[redacted] was sent for the billing periods of [redacted] through [redacted] with a credit balance forward of $[redacted], total current electricity charges of $[redacted] and total current non-electricity charges of $[redacted].  This invoice reflects Reliant Flex plan pricing for the billing period of [redacted] through [redacted] and Reliant Keep Your Cash Nights and Weekends 14 plan pricing for the billing periods of [redacted] through [redacted].
On [redacted] an invoice for $[redacted] was sent for the billing period of [redacted] through [redacted] with a balance forward for electricity of $[redacted], a balance forward for non-electricity of $[redacted], total current electricity charges of $[redacted] and total current non-electricity charges of $[redacted].  This invoice reflects Reliant Keep Your Cash Nights and Weekends 14 plan pricing.
Resolution
Reliant regrets any inconvenience these proceedings [redacted] have caused **. [redacted].  A review of the account determined that at the time of **. [redacted]’ transfer of service, a Reliant representative failed to transfer **. [redacted] plan change request; therefore, **. [redacted]’ electric service account at [redacted] remained on the Reliant Flex plan.  Corrections processed to **. [redacted]’ account on [redacted] reflect the Keep Your Cash Nights and Weekends plan effective [redacted], the first meter read date after [redacted], as originally advised to **. [redacted] at the time of her plan change request. 
Additionally, a courtesy credit of $[redacted] has been applied to **. [redacted]’ account for the inconvenience.
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]

[redacted] was provided with a his Terms of Service document at the time of his online enrollment.
Per the Terms of Service guidelines:
Contract Expiration Notice
A contract expiration notice will be sent to you at least ** days before the end of your initial contract term specified in your EFL. If you do not take action to ensure that you continue to receive service upon the expiration of your contract you will continue to be served by us automatically under a default renewal product on a monthly basis after the end of your initial contract term, until you switch to another provider, select another [redacted] electric service plan, or we terminate or disconnect your electric service.
As requested, a copy of [redacted]’s Terms of Service document outlining the contract expiration process has been sent to him for his review. 
We appreciate [redacted]’s business.  As a courtesy, a $**.00 credit has been applied to [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. 
[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
[redacted] is requesting a...

refund of the $5.00 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, 2012.  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 $5.25 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 4124 W Creek Court was switching to another retail electric provider (REP) effective July 18, 2014. 
On July 22, 2014, an invoice for $236.41 was sent for the final billing period of July 15, 2014 through July 18, 2014 with a balance forward of $216.08 and current charges of $20.33.  This invoice includes a base charge of $5.00 and Oncor Electric delivery charges of $4.55.
On July 23, 2014, [redacted] contacted Reliant regarding the invoiced charges reflected on his July 22, 2014 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 $5.00 base charge.  While attempting to connect [redacted] call to a supervisor, the line dropped; however, a Reliant supervisor credited [redacted]’ account $2.50 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 $2.50 was applied to the account on July 23, 2014.  
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]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Thank you for help concerning this matter.
 
[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
Mrs. [redacted] is disputing the...

switching of electric service at [redacted]
History
On July 4, 2014, Mrs. [redacted] completed an online application to enroll her electric service at [redacted]t to Reliant on the next available switch date.  Mrs. [redacted] agreed to enroll in Reliant’s Secure 12 Plan.  This plan offers an energy charge of 7.5¢ per kWh, AEP Texas Central Delivery Charges of $9.00 per month and 3.9899¢ per kWh and a base charge of $0.00 per month.  This plan has a 12 month term with a cancellation fee of $150.00.  Mrs. [redacted] was provided with his terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) at the time of enrollment.  Ms. [redacted]'s switch to Reliant completed on July 7, 2012.
Resolution
On July 21, 2014, a Reliant representative contacted Mr. [redacted] (husband of Mrs. [redacted]) advising that as a courtesy, a request was sent through to retail market requesting for the previous retail electric provider (REP) to regain the electric service at [redacted]   
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]

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] states that the...

mailing address on file is incorrect for his electric service account at [redacted].  Mr. [redacted] states that as a result of the incorrect mailing address, his account has been assessed late payment penalties.
History
On June 2, 2014, an escalated request was received from Mr. [redacted] transmission and distribution service provider (TDSP) regarding Mr. [redacted] mailing address.  At that time, a Reliant representative contacted Mr. [redacted] and he confirmed that his mailing address was the same as his service address.  As a courtesy, late payment penalties totaling $36.82 were credited to Mr. [redacted] account.
On June 6, 2014, an invoice for $422.60 was sent for the billing period of May 2, 2014 through June 3, 2014 with a balance forward of $199.23, current charges of $250.23, a late payment penalty of $9.96, and late payment penalty adjustment credits totaling $36.82.  This invoice reflected a mailing address of [redacted]
On July 8, 2014, an invoice for $500.13 was sent for the billing period of June 3, 2014 through July 2, 2014 with a balance forward of $250.23, current charges of $237.39 and a late payment penalty of $12.51. This invoice reflected a mailing address of [redacted]
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. [redacted].  A review of Mr. [redacted]s account determined that due to a system issue, the mailing address did not update as previously requested.
On July 22, 2014, a Reliant representative contacted Mr. [redacted] and confirmed that his mailing address should be [redacted]  At that time, a request was processed to update the mailing address.  Additionally, a late payment penalty of $12.51 was credited to Mr. [redacted] account and a request was processed to send Mr. [redacted] his last 4 monthly invoices for review.   
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]

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,
2013.  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] $25 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 $25 cash back bonus she was supposed to
earn in April 2013, and as a show of good will, issued a second $25 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]
[redacted]
[redacted]

Reliant’s Response to Revdex.com Case #[redacted]
 
At Reliant, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
Issue
Ms. [redacted] spouse of...

Mr. [redacted] is disputing the invoiced charges for the electric service account at [redacted].  Ms. [redacted] would like an accounting of a promotional incentive credit of $300 and would also like the status of her request to enroll the account on Reliant’s Average Billing program.
History
On April 1, 2014, Ms. [redacted] contacted Reliant regarding a promotional incentive offer she received.  Ms. [redacted] was advised that a pending enrollment scheduled for April 7, 2014 would need to be cancelled and that she would need to be reenrolled under the promotional code attached to the $300.00 incentive credit in order to receive the promotional credit.  At that time, Ms. [redacted] agreed to cancel her pending enrollment scheduled for April 7, 2014 and enroll the electric service at [redacted] effective April 7, 2014.  Ms. [redacted] agreed to enroll on Reliant’s Secure 12 plan.  The term of this plan is 12 months and it has a $295.00 cancellation fee.  Ms. [redacted] was advised that enrollment on the Secure 12 plan included a promotional incentive credit of $300.00; however, was incorrectly advised that the incentive would be credited on the first month’s invoice.  During the enrollment, Ms. [redacted] also agreed to enroll in Reliant’s Surge Protect program which offered a 30 day review period.  Ms. [redacted] was advised that after the review period expired, there would be a monthly charge of $9.99.  Additionally, Ms. [redacted] was advised that documents sent to her would include information regarding Reliant’s Average Billing Program, at which time she could enroll in the program if requested.  Mr. [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on April 3, 2014.  
On April 17, 2014, an invoice for $38.57 was sent for the billing period of April 7, 2014 through April 14, 2014 with a credit balance forward of $144.00, a 3rd party surety bond of $144.00, taxes totaling $4.37 and current charges of $34.20.
On April 24, 2014, Ms. [redacted] contacted Reliant regarding the status of the account and was advised that her enrollment on the Secure 12 plan included a $300.00 promotional incentive; however, that the credit will be applied to the account within 1-2 billing cycles.
On May 3, 2014, a payment of $38.57 posted to Mr. [redacted]’ account.
On May 7, 2014, Reliant received notification that the May 3, 2014 payment of $38.57 was unable to be honored by Mr. [redacted]’ financial institution.  At that time, a $25.00 returned payment fee was assessed to the account.  Additionally, correspondence providing Mr. [redacted] with the status of his payment was sent on May 8, 2014.
On May 13, 2014, a payment of $38.57 posted to Mr. [redacted]’ account.
On May 19, 2014, an invoice with a credit balance of $127.30 was sent for the billing period of April 14, 2014 through May 14, 2014 with a credit balance forward of $38.57, a total current electricity charges credit of $164.00 which included a $300.00 promotional incentive credit, total current non-electricity charges of $9.99, a returned payment of $38.57, a returned payment charge of $25.00 and a late payment penalty of $1.71.
On May 20, 2014, Ms. [redacted] contacted Reliant regarding the status of the account and was provided with an explanation of her billing and charges.
On June 19, 2014, an invoice for $70.99 was sent for the billing period of May 14, 2014 through June 13, 2014 with a credit balance forward of $127.30, total current electricity charges of $188.30 and total current non-electricity charges of $9.99.
On July 18, 2014, an invoice for $266.85 was sent for the billing period of June 13, 2014 through July 15, 2014 with a balance forward for electricity of $61.00, a balance forward for non-electricity charges of $9.99, total current electricity charges of $182.82, total current non-electricity charges of $9.99 and a late payment penalty of $3.05.
On July 19, 2014, Ms. [redacted] contacted Reliant regarding the status of the account and was provided with an explanation of her billing and charges.  At that time, Ms. [redacted] disputed her enrollment on Reliant’s Surge Protect program and requested to speak with a supervisor.  While attempting to transfer Ms. [redacted]’ call, the call dropped.
Resolution
Reliant regrets any inconvenience these proceedings may have caused Mr. and Ms. [redacted]; however, a review of Mr. [redacted]’ account determined that the account has been invoiced in accordance with the Terms of Service. 
On July 24, 2014, a request was processed to cancel Reliant’s Surge Protect effective July 24, 2014.  Please allow one billing cycle after the cancellation date to reflect on the monthly invoices.
Reliant’s records do not reflect that a request to enroll in the Average Billing program was received.  If Mr. [redacted] is interested in enrolling on Average Billing, our Customer Care representatives are available 24 hours a day, 7 days a week at [redacted] for assistance.
As a courtesy, a late payment penalty of $3.05 has been credited to Mr. [redacted]’ account.  Additionally, a statement of account detailing Mr. [redacted]’ billing and charges has been sent for his review.
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]

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 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. [redacted]’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. [redacted]'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. [redacted]’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. [redacted]’s account and processed a request to place Mr. [redacted]’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. [redacted]’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. [redacted].  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. [redacted]’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. [redacted]’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. [redacted]’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]

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 have not been told my plan would be expired and will not automatically renew at first place.
 
2. Since I choose paperless bill, I have not received any invoice myself. What I get are emails about my bill and weekly usage. As 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 notification. In that process, I have no chance to see the invoice. 
 
3. 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 [redacted]. As you can see from the pdf file I uploaded, it is very hard to find out.
 
4. Even my plan was expired, the new plan ([redacted] Flex Plan) is chosen by [redacted] itself without my permission.
 
5. 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 notification. As I choose the new plan * days before, I immediately received the email. It does not make sense why [redacted] did not do
the same thing when my plan changed at [redacted].
 
Regards,

Reliant’s Response to Revdex.com Case #[redacted] Rebuttal
In reviewing the account, one invoice was generated on July 10, 2014.  The statement reflects the free weekends energy charge of 0¢/kWh for usage of 242.71367 kWh.  The usage accounts for the weekend time frame during the ten day billing period the account was with Reliant.  As a one-time courtesy to the account, the regular energy charge of 12.1¢/kWh would be credited to the account for the weekend usage for a credit of $29.37.  The amount has been rounded to $30.00 and would be applied to the account.  Reliant was notified as of July 11, 2014 to reinstate the account with the previous provider and the request was completed.  Mr. [redacted] has been contacted and advised of the resolution for the account.  
[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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  I am not going to go back and forth with this lady. I 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 protection. I will be filing a complaint against her and her company. 
 
Thanks