Sent: Tuesday, October 06, 7:AMSubject: Revdex.com Case # [redacted] / [redacted] Dear Revdex.com, Gexa Energy has made every effort to resolve the customer’s complaint, as his original complaint indicated he believed he had paid his final bill but noticed a negative report on his credit from Gexa EnergyIn our numerous responses to his complaint, Gexa Energy has provided detailed proof of why he still has an outstanding balance that was later reported to the credit bureauI have also provided Mr [redacted] with step by step directions on how to pay his outstanding balance and I have given him a timeline of when he can expect his credit report updated once he has paid the balance in fullUnfortunately, it appears as though despite our many attempts to settle this issue, we have still been unable to reach an amicable resolution with Mr [redacted] We still appreciate the customer providing us with an opportunity to address his concernsGexa Energy has made a good faith and reasonable effort in addressing and resolving the customer's issues, although the complainant was not completely satisfied with the outcomeThank you, George [redacted] , Regulatory AnalystGexa Energy, a subsidiary of NextEra Energy, IncNYSE: NEE [redacted] SH 249, Suite Houston, TX Main Telephone: x Direct Line: Fax: This communication may be privileged or contain confidential information If it has been sent to you in error, please do not read it, reply to the sender that you received it in error, and delete it Any distribution or other reproduction is strictly prohibited
October 21, [redacted] RE: Revdex.com # [redacted] Dear Ms***, Your complaint states you signed up on a balance billing plan and you were under the impression the bill would stay the same for a full months since it was based on the previous months usageYou state your monthly charge increased considerably in May or June but when you called to discuss it the Gexa consultant was not interested in helping and had an attitudeBefore the end of the contract your bill decreased $on the last month but you still decided to change to another providerYou state your final Gexa bill was $plus the variance total $When you called to inquire why you received the additional charge you were told it was for over usage and you would have to pay the $ A detail investigation of your account revealed the following: · On June 22, 2010, you enrolled in the Gexa Energy Budget Billing Program and were provided with a confirmation letter (attached)The confirmation letter indicated; “This letter confirms your enrollment in the Gexa Energy Budget Billing Program as of 6/22/in the amount of $As written in the Terms of Service, your budget bill amount may be modified if your consumption or rate changes significantly while enrolled in the programTherefore, Gexa Energy will modify your Budget Bill Amount to help you avoid a large lump sum payment at the conclusion of the budget term.” With this plan, Gexa Energy will continue to send an actual bill, showing all charges incurredThe Budget Bill amount ($255.00) must be paid each month by the bill's due date(Even if the budget variance shows a credit, the Budget Bill amount must be paid, as this provides the funds to cover the higher bill months.)In addition, any non-recurring charges from Gexa Energy and the Transmission and Distribution Utility {TDU), such as a customer-requested meter test, must be paid each month by the due date of the billEach bill will reflect any Budget Bill payments made against the total outstanding amount dueThis actual balance due is the amount that must be paid if you wish to opt out of the Budget Billing program.” · Upon each increase due to significant changes in your consumption, you were notified via a Budget Amount Change Notification LetterA copy of the letter date September 23, is attached for your review · I have provided copies of your billing statements dated; 7/06/2016, 8/05/2016, 9/02/2016, 10/04/& a final bill dated 10/05/All of which indicate the “Budget Balance Due” which is you monthly budgeted payment amount, the “Accumulated Variance” which is tied to our Budget Billing programIt’s the month running difference between a customer’s “Budget Billing Amount” and their “Actual Balance” which is the total amount due on the account which must be paid if you cancel the budget billing program As indicated in the Budget Billing Terms of Service Addendum provided to you in the budget billing enrollment communication, “your budget bill amount may be modified if your consumption or rate changes significantly while enrolled in the programTherefore, Gexa Energy will modify your Budget Bill Amount to help you avoid a large lump sum payment at the conclusion of the budget term.” Also included in the Budget Billing Terms of Service Addendum “You may opt out of the Program at any time by paying your full balance due as shown on your invoice and providing written notification of your desire to be removed from the program to the following address: Gexa Energy; State Highway 249, Suite 200; Houston, TX 77070; Attention: Budget Billing, or you may opt out via email by sending notice to [email protected] may also contact Customer Service at: (713) 961-or toll-free (866) 961-(outside Houston)” We sincerely apologize for any inconvenience this issue may have caused youMs***, unfortunately the accumulated variance is part of your total balance due as described above; therefore, Gexa Energy is unable to warrant waiving any charges on your final billWe are unable to substantiate your claim that Gexa Energy’s representatives were unwilling to assist you; it’s our goal to provide excellent customer service to all of our customers; therefore, the issue has been escalated to the Customer Care Management Team for further review and handlingWe thank you for providing us with an opportunity to address your complaint Gexa Energy Customer Relations Department
February 29, Jeffery [redacted] ** Irving, TX [redacted] RE: Revdex.com # [redacted] Dear Mr [redacted] Our records indicate that a Gexa Energy Supervisor contacted you on 2/22/and informed you that she would approve a customer satisfaction courtesy credit of $Once the credit is applied to your account a check will be issued and sent to your billing address We sincerely apologize for any inconvenience this issue may have caused youWe thank you for providing us with an opportunity to address your concerns Sincerely, Gexa Energy Customer Relations Department
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 Again, no proposed action has been offered by GexaI am now receiving demand letters threatening to turn the bill over to collections after only one month and trying to work through this matter with The Revdex.com Regards, [redacted] ***
September 28, [redacted] ** Rockwall, TX [redacted] RE: Revdex.com # [redacted] Dear Mr [redacted] , Gexa Energy received your complaint filed with the Houston Better Business Bureau (Revdex.com) on September 18, regarding your electric service with Gexa Energy Your complaint states you received a bill that was three times higher than previous months with higher usageYou also state you were not given notice that the rate was changing and when you called to see if there was any way it could be adjusted they were rude and could care less about my issueYou state they refused to let you speak with a manager You are requesting to have your rate adjusted for that one month A detail investigation of your account revealed that you initiated service with Gexa Energy on April 18, 2015, for the service address of [redacted] **., Rockwall, TX [redacted] under account # [redacted] You selected the Gexa Choice 3, a three month fixed rate plan with the rate of $per kWhReview of your account revealed the following details: On June 3, 2015, Gexa Energy sent your Renewal Notice indicating: “Your fixed rate service plan is scheduled to expire on July 17, Be assured your electricity service will continue if you do not choose a new fixed-rate service planIf a new Gexa fixed-rate service plan is not selected by July 17, 2015, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.” The Bridge Plan variable rate of $was indicated on your Electricity Facts Label (EFL) that was included with your Renewal Notice (attached).On July 13, 2015, Gexa Energy generated a bill indicating Your Energy Charge per kWh is $in the amount of $ due on July 31, 2015.On August 12, 2015, Gexa Energy generated a bill indicating Your Energy Charge per kWh is $in the amount of $due on August 31, You failed to renew your fixed rate contract; therefore, on August 12, 2015, your rate was migrated to the Bridge Plan, a variable rate plan with the rate of $as indicated within your Renewal Notice On September 11, 2015, Gexa Energy generated a bill indicating Your Energy Charge per kWh is $in the amount of $due on September 30, 2015.On September 15, 2015, you called to find out why your bill was so high and the Customer Service Representative informed you that your bill increased because you failed to renew your contract and your rate increasedYou then asked to speak to a Supervisor and the called was transferred to a Gexa Energy SupervisorThe Supervisor also informed you that your bill increased because you failed to renew your contract rate and your account was migrated to the variable rate; therefore, Gexa Energy was unable to adjust your bill On September 18, 2015, Gexa Energy received and processed your switch request On September 21, 2015, Gexa Energy generated a final bill indicating Your Energy Charge per kWh is $in the amount of $due on October 9, As your Retail Electric Provider (REP) Gexa Energy bills your electric service based on the meter readings that are provided by your local TDUThe TDU is responsible for reading and testing the meters, responding to service outages and maintenance of their facilities and equipment within their service territoryAs previously mentioned you were sent a renewal notification On June 3, 2015, (attached) indicating your contract’s end date and rate change notification via mailMr [redacted] , your bill increased because you failed to renew your contract rate or switch your service prior to the end of your previous contract’s end date and your account was migrated to the bridge rate, therefore; Gexa Energy is unable to warrant adjusting your bill We sincerely apologize for any inconvenience this issue may have caused the customer We thank you for providing us with an opportunity to address the customer’s complaint Gexa Energy Customer Relations Department
January 29, [redacted] RE: Revdex.com # [redacted] Dear Ms***, Your complaint states your billing cycle is not the standard 28-days as your usage for days was kWh, the additional days would have added 200kWh which would have put you over the 1,000kWh minimumYou state that you were out of town December - January 1, so usage for the days missing would have been over the average of 33.3kWh/dayYou also state that nowhere in Gexa's contract does it state that if your billing cycle is cut short by termination of contract, you may be subject to the $service chargeTherefore, Gexa Energy either needs to state that if your billing cycle is less than days, you may be subject to a $service fee, or state that a billing cycle will be between and days A detail investigation of your account revealed that you initiated service with Gexa Energy on July 15, 2015, electing a month fixed rate plan with an end date of January 14, An additional review of your account revealed the following: On July 10, 2015, Gexa Energy sent your Welcome Package which included your Terms of Service (TOS), Electricity Facts Label (EFL) and Your Rights as a Customer (YRAC) On December 23, 2015, Gexa Energy generated a bill for the service period of 11/18/to 12/21/with the usage of kWh in the amount of $due on January 13, On January 15, 2016, Gexa Energy received and processed your Switch request On January 18, 2016, Gexa Energy generated a bill for the service period of 12/21/to 01/15/with the usage of kWh and indicating a Base Charge of $in the amount of $due on February 5, On January 26, 2016, you contacted Gexa Energy to dispute the base charge on her final bill because of the short billing cycle, and a Customer Service Representative (CSR) explained the details of the Base Charge as described on your EFL and informed you that Gexa Energy does not determine the length of your bill cycle, it is determined by your TDU, CPE’s meter read date and your requested service start and end dates Please know that upon enrollment you were provided with the details of Gexa Energy’s Base Charge via the enrollment process and the Electricity Facts Label (EFL) attachedA Base Charge of $applies if the customer uses less than kWh per billing cycleThe Base Charge is $if the customer uses kWh or more per billing cycleAs the customer’s Retail Electric Provider (REP) Gexa Energy bills the customer’s electric service based on the meter readings and bill cycle dates that are provided by your local TDUGexa Energy does not determine the length of your billing cycleYour billing cycle is determined by your local TDU’s meter read date and your requested service start and/or stop datesMs [redacted] Gexa Energy values you as a customer and appreciates your business; therefore, as a courtesy a request has been submitted to waive the $base charge listed on your final bill thereby reducing your final balance by the amount of the base charge and associated sales tax We sincerely apologize for any inconvenience this issue may have caused youWe thank you for providing us with an opportunity to address your concerns Sincerely, Gexa Energy Customer Relations Department
January 27, [redacted] RE: Revdex.com # [redacted] Dear Mr [redacted] , Your complaint states your rate increased because Gexa failed to notify you that your contract rate was due to expireYou also state you called to try and remedy the situation, retroactively applying a new contractBut instead of refunding the $that you expected, Gexa Energy simply offered a $rebate if you signed up for a new contract (with no retroactive possibility) A detail investigation of your account revealed that you initiated service with Gexa Energy on June 10, selecting the Gexa Choice Conserve 5, a month rate planThis contract price was effective starting with your bill that contains the usage for: 06/10/and terminated with the bill containing usage for 11/10/An additional review of your account revealed the following: On June 10, 2015, Gexa Energy sent your Welcome package which included your Terms of Service (TOS), Electricity Facts Label (EFL), and Your Rights as a Customer (YRAC)Your EFL indicates the Energy Charge was $per kWh for the duration of your contract term On September 25, 2015, Gexa Energy sent you a Renewal Letter indicating “Your fixed rate service plan is scheduled to expire with the bill containing usage for November 9, 2015” and “If a new Gexa fixed-rate service plan is not selected by November 9, 2015, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.” After this contract expired you failed to renew your contract rate, therefore; your rate was migrated to the month to month (variable) rate plan On December 3, 2015, Gexa Energy generated a billing statement for the service period of 10/30/– 12/02/15indicated an energy charge rate of cents per kWh in the amount of $ On January 6, 2016, Gexa Energy generated a billing statement for the service period of 12/02/– 01/05/indicating an energy charge rate of cents per kWh in the amount of $ On January 14, 2016, you contacted Customer Care to dispute your rate increase indicating you never received notification of your contract’s end date and the Customer Service Representative (CSR) informed you that Gexa Energy sent you Renewal Notice on September 25, 2015, to your billing addressYou stated you never received it and requested a new rate retroactive to your previous contract’s end dateThe CSR informed you that she was unable to offer you a retroactive rate but could give you a one-time Customer Satisfaction Credit of $for renewing your rate but you declined On January 15, 2016, Gexa Energy received and processed your switch request and on January 18, 2016, Gexa Energy generated your final bill in the amount of $due on February 5, We sincerely apologize for any inconvenience this issue may have caused the customerAs previously mentioned, Gexa Energy did in fact send your Renewal Notice but you failed to renew your rate prior to your contract end dateWe thank you for providing us with an opportunity to address your inquiry Sincerely, Gexa Energy Customer Relations Department
[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 Is just that up to today August 30th, we had not received the money from the deposit We will be waiting for it to be received in the same credit card account that was used
July 14, [redacted] RE: Revdex.com # [redacted] Dear Mr [redacted] , Your complaint states after switching your service away from Gexa Energy you over paid your bill but was still harassed by Gexa Energy for the same amount of $you already paid twiceYou state that after speaking with Gexa Energy you were informed to disregard the bill but you recently received a collection notice for the same amountTherefore, you paid it a third time but you noticed while posting the payment the automated system indicated there was no balance due A detail investigation of your account revealed the following: On February 27, 2015, Gexa Energy generated a bill in the amount of $due on March 19, On March 2, 2015, Gexa Energy received and posted payments in the amount of $ On March 16, 2015, Gexa Energy received and processed your switch request On March 17, 2015, Gexa Energy generated a final bill in the amount of $due on April 6, On March 19, 2015, Gexa Energy received and posted payments in the amount of $ On March 23, 2015, Gexa Energy received and posted a payment in the amount of $ On March 23, 2015, Gexa Energy received notification from [redacted] that the cardholder filed a Chargeback in the amount: $Claim: "Reason / Cardholder Does Not Recognize Transaction; Case# [redacted] Therefore, this amount was re-billed to your account leaving an outstanding balance of $ On April 6, 2015, Gexa Energy received and posted a payment in the amount of $ On April 7, 2015, Gexa Energy received notification from [redacted] that the cardholder filed a Chargeback in the amount: $Claim: "Reason / Cardholder Does Not Recognize Transaction; Case# [redacted] Again, this amount was re-billed to your account leaving an outstanding balance of $ On May 28, 2015, Gexa Energy generated an out-of-cycle final bill in the amount of $indicating the chargeback amount of $with the due date of June 18, On June 18, 2015, an attempt to auto-draft the amount due of $from your auto payment account was declined On June 25, 2015, Gexa Energy sent you an Auto Bill Payment Failure Notice indicating “The recent Auto Bill Payment on your account did not complete successfully.” On July 28, 2015, Gexa Energy generated another out-of-cycle final bill in the amount of $indicating a Late Payment Penalty of $with the due date of August 17, On August 18, 2015, an attempt to auto-draft the amount due of $from your auto payment account was declined After not receiving a payment for the final balance on June 20, 2016, the balance of $was written off against Gexa Energy’s bad debt reserves and the account was sent to our third party collection agency On July 5, 2016, Gexa Energy received and posted a payment of $and our third party collection agency has been notified that your account has been paid in full We sincerely apologize for any inconvenience this issue may have caused you As previously indicated, Gexa Energy received notification from [redacted] that the cardholder filed Chargebacks for the amounts in questionTherefore, the payments were refunded as a result of the disputes from your credit card companyHowever, your account was left with an outstanding balance of $We thank you for providing us with an opportunity to address the customer’s complaint Sincerely, Gexa Energy Customer Relations Department
Sent: Tuesday, October 06, 7:AMSubject: Revdex.com Case # [redacted] / [redacted] Dear Revdex.com, Gexa Energy has made every effort to resolve the customer’s complaint, as his original complaint indicated he believed he had paid his final bill but noticed a negative report on his credit from Gexa EnergyIn our numerous responses to his complaint, Gexa Energy has provided detailed proof of why he still has an outstanding balance that was later reported to the credit bureauI have also provided Mr [redacted] with step by step directions on how to pay his outstanding balance and I have given him a timeline of when he can expect his credit report updated once he has paid the balance in fullUnfortunately, it appears as though despite our many attempts to settle this issue, we have still been unable to reach an amicable resolution with Mr [redacted] We still appreciate the customer providing us with an opportunity to address his concernsGexa Energy has made a good faith and reasonable effort in addressing and resolving the customer's issues, although the complainant was not completely satisfied with the outcomeThank you, George [redacted] , Regulatory AnalystGexa Energy, a subsidiary of NextEra Energy, IncNYSE: NEE [redacted] SH 249, Suite Houston, TX Main Telephone: x Direct Line: Fax: This communication may be privileged or contain confidential information If it has been sent to you in error, please do not read it, reply to the sender that you received it in error, and delete it Any distribution or other reproduction is strictly prohibited
October 21, [redacted] RE: Revdex.com # [redacted] Dear Ms***, Your complaint states you signed up on a balance billing plan and you were under the impression the bill would stay the same for a full months since it was based on the previous months usageYou state your monthly charge increased considerably in May or June but when you called to discuss it the Gexa consultant was not interested in helping and had an attitudeBefore the end of the contract your bill decreased $on the last month but you still decided to change to another providerYou state your final Gexa bill was $plus the variance total $When you called to inquire why you received the additional charge you were told it was for over usage and you would have to pay the $ A detail investigation of your account revealed the following: · On June 22, 2010, you enrolled in the Gexa Energy Budget Billing Program and were provided with a confirmation letter (attached)The confirmation letter indicated; “This letter confirms your enrollment in the Gexa Energy Budget Billing Program as of 6/22/in the amount of $As written in the Terms of Service, your budget bill amount may be modified if your consumption or rate changes significantly while enrolled in the programTherefore, Gexa Energy will modify your Budget Bill Amount to help you avoid a large lump sum payment at the conclusion of the budget term.” With this plan, Gexa Energy will continue to send an actual bill, showing all charges incurredThe Budget Bill amount ($255.00) must be paid each month by the bill's due date(Even if the budget variance shows a credit, the Budget Bill amount must be paid, as this provides the funds to cover the higher bill months.)In addition, any non-recurring charges from Gexa Energy and the Transmission and Distribution Utility {TDU), such as a customer-requested meter test, must be paid each month by the due date of the billEach bill will reflect any Budget Bill payments made against the total outstanding amount dueThis actual balance due is the amount that must be paid if you wish to opt out of the Budget Billing program.” · Upon each increase due to significant changes in your consumption, you were notified via a Budget Amount Change Notification LetterA copy of the letter date September 23, is attached for your review · I have provided copies of your billing statements dated; 7/06/2016, 8/05/2016, 9/02/2016, 10/04/& a final bill dated 10/05/All of which indicate the “Budget Balance Due” which is you monthly budgeted payment amount, the “Accumulated Variance” which is tied to our Budget Billing programIt’s the month running difference between a customer’s “Budget Billing Amount” and their “Actual Balance” which is the total amount due on the account which must be paid if you cancel the budget billing program As indicated in the Budget Billing Terms of Service Addendum provided to you in the budget billing enrollment communication, “your budget bill amount may be modified if your consumption or rate changes significantly while enrolled in the programTherefore, Gexa Energy will modify your Budget Bill Amount to help you avoid a large lump sum payment at the conclusion of the budget term.” Also included in the Budget Billing Terms of Service Addendum “You may opt out of the Program at any time by paying your full balance due as shown on your invoice and providing written notification of your desire to be removed from the program to the following address: Gexa Energy; State Highway 249, Suite 200; Houston, TX 77070; Attention: Budget Billing, or you may opt out via email by sending notice to [email protected] may also contact Customer Service at: (713) 961-or toll-free (866) 961-(outside Houston)” We sincerely apologize for any inconvenience this issue may have caused youMs***, unfortunately the accumulated variance is part of your total balance due as described above; therefore, Gexa Energy is unable to warrant waiving any charges on your final billWe are unable to substantiate your claim that Gexa Energy’s representatives were unwilling to assist you; it’s our goal to provide excellent customer service to all of our customers; therefore, the issue has been escalated to the Customer Care Management Team for further review and handlingWe thank you for providing us with an opportunity to address your complaint Gexa Energy Customer Relations Department
February 29, Jeffery [redacted] ** Irving, TX [redacted] RE: Revdex.com # [redacted] Dear Mr [redacted] Our records indicate that a Gexa Energy Supervisor contacted you on 2/22/and informed you that she would approve a customer satisfaction courtesy credit of $Once the credit is applied to your account a check will be issued and sent to your billing address We sincerely apologize for any inconvenience this issue may have caused youWe thank you for providing us with an opportunity to address your concerns Sincerely, Gexa Energy Customer Relations Department
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 Again, no proposed action has been offered by GexaI am now receiving demand letters threatening to turn the bill over to collections after only one month and trying to work through this matter with The Revdex.com Regards, [redacted] ***
September 28, [redacted] ** Rockwall, TX [redacted] RE: Revdex.com # [redacted] Dear Mr [redacted] , Gexa Energy received your complaint filed with the Houston Better Business Bureau (Revdex.com) on September 18, regarding your electric service with Gexa Energy Your complaint states you received a bill that was three times higher than previous months with higher usageYou also state you were not given notice that the rate was changing and when you called to see if there was any way it could be adjusted they were rude and could care less about my issueYou state they refused to let you speak with a manager You are requesting to have your rate adjusted for that one month A detail investigation of your account revealed that you initiated service with Gexa Energy on April 18, 2015, for the service address of [redacted] **., Rockwall, TX [redacted] under account # [redacted] You selected the Gexa Choice 3, a three month fixed rate plan with the rate of $per kWhReview of your account revealed the following details: On June 3, 2015, Gexa Energy sent your Renewal Notice indicating: “Your fixed rate service plan is scheduled to expire on July 17, Be assured your electricity service will continue if you do not choose a new fixed-rate service planIf a new Gexa fixed-rate service plan is not selected by July 17, 2015, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.” The Bridge Plan variable rate of $was indicated on your Electricity Facts Label (EFL) that was included with your Renewal Notice (attached).On July 13, 2015, Gexa Energy generated a bill indicating Your Energy Charge per kWh is $in the amount of $ due on July 31, 2015.On August 12, 2015, Gexa Energy generated a bill indicating Your Energy Charge per kWh is $in the amount of $due on August 31, You failed to renew your fixed rate contract; therefore, on August 12, 2015, your rate was migrated to the Bridge Plan, a variable rate plan with the rate of $as indicated within your Renewal Notice On September 11, 2015, Gexa Energy generated a bill indicating Your Energy Charge per kWh is $in the amount of $due on September 30, 2015.On September 15, 2015, you called to find out why your bill was so high and the Customer Service Representative informed you that your bill increased because you failed to renew your contract and your rate increasedYou then asked to speak to a Supervisor and the called was transferred to a Gexa Energy SupervisorThe Supervisor also informed you that your bill increased because you failed to renew your contract rate and your account was migrated to the variable rate; therefore, Gexa Energy was unable to adjust your bill On September 18, 2015, Gexa Energy received and processed your switch request On September 21, 2015, Gexa Energy generated a final bill indicating Your Energy Charge per kWh is $in the amount of $due on October 9, As your Retail Electric Provider (REP) Gexa Energy bills your electric service based on the meter readings that are provided by your local TDUThe TDU is responsible for reading and testing the meters, responding to service outages and maintenance of their facilities and equipment within their service territoryAs previously mentioned you were sent a renewal notification On June 3, 2015, (attached) indicating your contract’s end date and rate change notification via mailMr [redacted] , your bill increased because you failed to renew your contract rate or switch your service prior to the end of your previous contract’s end date and your account was migrated to the bridge rate, therefore; Gexa Energy is unable to warrant adjusting your bill We sincerely apologize for any inconvenience this issue may have caused the customer We thank you for providing us with an opportunity to address the customer’s complaint Gexa Energy Customer Relations Department
January 29, [redacted] RE: Revdex.com # [redacted] Dear Ms***, Your complaint states your billing cycle is not the standard 28-days as your usage for days was kWh, the additional days would have added 200kWh which would have put you over the 1,000kWh minimumYou state that you were out of town December - January 1, so usage for the days missing would have been over the average of 33.3kWh/dayYou also state that nowhere in Gexa's contract does it state that if your billing cycle is cut short by termination of contract, you may be subject to the $service chargeTherefore, Gexa Energy either needs to state that if your billing cycle is less than days, you may be subject to a $service fee, or state that a billing cycle will be between and days A detail investigation of your account revealed that you initiated service with Gexa Energy on July 15, 2015, electing a month fixed rate plan with an end date of January 14, An additional review of your account revealed the following: On July 10, 2015, Gexa Energy sent your Welcome Package which included your Terms of Service (TOS), Electricity Facts Label (EFL) and Your Rights as a Customer (YRAC) On December 23, 2015, Gexa Energy generated a bill for the service period of 11/18/to 12/21/with the usage of kWh in the amount of $due on January 13, On January 15, 2016, Gexa Energy received and processed your Switch request On January 18, 2016, Gexa Energy generated a bill for the service period of 12/21/to 01/15/with the usage of kWh and indicating a Base Charge of $in the amount of $due on February 5, On January 26, 2016, you contacted Gexa Energy to dispute the base charge on her final bill because of the short billing cycle, and a Customer Service Representative (CSR) explained the details of the Base Charge as described on your EFL and informed you that Gexa Energy does not determine the length of your bill cycle, it is determined by your TDU, CPE’s meter read date and your requested service start and end dates Please know that upon enrollment you were provided with the details of Gexa Energy’s Base Charge via the enrollment process and the Electricity Facts Label (EFL) attachedA Base Charge of $applies if the customer uses less than kWh per billing cycleThe Base Charge is $if the customer uses kWh or more per billing cycleAs the customer’s Retail Electric Provider (REP) Gexa Energy bills the customer’s electric service based on the meter readings and bill cycle dates that are provided by your local TDUGexa Energy does not determine the length of your billing cycleYour billing cycle is determined by your local TDU’s meter read date and your requested service start and/or stop datesMs [redacted] Gexa Energy values you as a customer and appreciates your business; therefore, as a courtesy a request has been submitted to waive the $base charge listed on your final bill thereby reducing your final balance by the amount of the base charge and associated sales tax We sincerely apologize for any inconvenience this issue may have caused youWe thank you for providing us with an opportunity to address your concerns Sincerely, Gexa Energy Customer Relations Department
January 27, [redacted] RE: Revdex.com # [redacted] Dear Mr [redacted] , Your complaint states your rate increased because Gexa failed to notify you that your contract rate was due to expireYou also state you called to try and remedy the situation, retroactively applying a new contractBut instead of refunding the $that you expected, Gexa Energy simply offered a $rebate if you signed up for a new contract (with no retroactive possibility) A detail investigation of your account revealed that you initiated service with Gexa Energy on June 10, selecting the Gexa Choice Conserve 5, a month rate planThis contract price was effective starting with your bill that contains the usage for: 06/10/and terminated with the bill containing usage for 11/10/An additional review of your account revealed the following: On June 10, 2015, Gexa Energy sent your Welcome package which included your Terms of Service (TOS), Electricity Facts Label (EFL), and Your Rights as a Customer (YRAC)Your EFL indicates the Energy Charge was $per kWh for the duration of your contract term On September 25, 2015, Gexa Energy sent you a Renewal Letter indicating “Your fixed rate service plan is scheduled to expire with the bill containing usage for November 9, 2015” and “If a new Gexa fixed-rate service plan is not selected by November 9, 2015, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.” After this contract expired you failed to renew your contract rate, therefore; your rate was migrated to the month to month (variable) rate plan On December 3, 2015, Gexa Energy generated a billing statement for the service period of 10/30/– 12/02/15indicated an energy charge rate of cents per kWh in the amount of $ On January 6, 2016, Gexa Energy generated a billing statement for the service period of 12/02/– 01/05/indicating an energy charge rate of cents per kWh in the amount of $ On January 14, 2016, you contacted Customer Care to dispute your rate increase indicating you never received notification of your contract’s end date and the Customer Service Representative (CSR) informed you that Gexa Energy sent you Renewal Notice on September 25, 2015, to your billing addressYou stated you never received it and requested a new rate retroactive to your previous contract’s end dateThe CSR informed you that she was unable to offer you a retroactive rate but could give you a one-time Customer Satisfaction Credit of $for renewing your rate but you declined On January 15, 2016, Gexa Energy received and processed your switch request and on January 18, 2016, Gexa Energy generated your final bill in the amount of $due on February 5, We sincerely apologize for any inconvenience this issue may have caused the customerAs previously mentioned, Gexa Energy did in fact send your Renewal Notice but you failed to renew your rate prior to your contract end dateWe thank you for providing us with an opportunity to address your inquiry Sincerely, Gexa Energy Customer Relations Department
[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 Is just that up to today August 30th, we had not received the money from the deposit We will be waiting for it to be received in the same credit card account that was used
July 14, [redacted] RE: Revdex.com # [redacted] Dear Mr [redacted] , Your complaint states after switching your service away from Gexa Energy you over paid your bill but was still harassed by Gexa Energy for the same amount of $you already paid twiceYou state that after speaking with Gexa Energy you were informed to disregard the bill but you recently received a collection notice for the same amountTherefore, you paid it a third time but you noticed while posting the payment the automated system indicated there was no balance due A detail investigation of your account revealed the following: On February 27, 2015, Gexa Energy generated a bill in the amount of $due on March 19, On March 2, 2015, Gexa Energy received and posted payments in the amount of $ On March 16, 2015, Gexa Energy received and processed your switch request On March 17, 2015, Gexa Energy generated a final bill in the amount of $due on April 6, On March 19, 2015, Gexa Energy received and posted payments in the amount of $ On March 23, 2015, Gexa Energy received and posted a payment in the amount of $ On March 23, 2015, Gexa Energy received notification from [redacted] that the cardholder filed a Chargeback in the amount: $Claim: "Reason / Cardholder Does Not Recognize Transaction; Case# [redacted] Therefore, this amount was re-billed to your account leaving an outstanding balance of $ On April 6, 2015, Gexa Energy received and posted a payment in the amount of $ On April 7, 2015, Gexa Energy received notification from [redacted] that the cardholder filed a Chargeback in the amount: $Claim: "Reason / Cardholder Does Not Recognize Transaction; Case# [redacted] Again, this amount was re-billed to your account leaving an outstanding balance of $ On May 28, 2015, Gexa Energy generated an out-of-cycle final bill in the amount of $indicating the chargeback amount of $with the due date of June 18, On June 18, 2015, an attempt to auto-draft the amount due of $from your auto payment account was declined On June 25, 2015, Gexa Energy sent you an Auto Bill Payment Failure Notice indicating “The recent Auto Bill Payment on your account did not complete successfully.” On July 28, 2015, Gexa Energy generated another out-of-cycle final bill in the amount of $indicating a Late Payment Penalty of $with the due date of August 17, On August 18, 2015, an attempt to auto-draft the amount due of $from your auto payment account was declined After not receiving a payment for the final balance on June 20, 2016, the balance of $was written off against Gexa Energy’s bad debt reserves and the account was sent to our third party collection agency On July 5, 2016, Gexa Energy received and posted a payment of $and our third party collection agency has been notified that your account has been paid in full We sincerely apologize for any inconvenience this issue may have caused you As previously indicated, Gexa Energy received notification from [redacted] that the cardholder filed Chargebacks for the amounts in questionTherefore, the payments were refunded as a result of the disputes from your credit card companyHowever, your account was left with an outstanding balance of $We thank you for providing us with an opportunity to address the customer’s complaint Sincerely, Gexa Energy Customer Relations Department