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 For one more time, Gexa Energy has deliberately avoided to discuss directly to the matter of my concern in which Gexa Energy, for one, bounded me into a contract which did not existsIn addition, Gexa Energy did not easily provoke the contract even though it was obviously not my faultInstead, I had to contact Gexa Energy back and forth, using all of my knowledge as well as legal concepts in order to have the contract terminatedFor one more time, the result of receiving $credit as well as selecting another provider without paying early termination fee was my own worksIt was not Gexa Energly's generous offer in the first placeAnd one more thing Gexa Energy should be aware of, according to the previous response which stated, Gexas Energy offered the correct rate, etcThing is that offering means dealsOn the other hand, I was looking for a correction which did not occurAnd offering and correcting are different concepts.Unfortunately, Gexa Energy did not admit that the company issued a contract which did not exists in the first placeAnd Gexa Energy was not willingly to terminate the so-called "fake" contractInstead, Gexa Energy attempted to sign me up with other contracts which was not part of the solutionsI, therefore, reject the answer/explanation for one more timeFurthermore, I only accept the explanation in which Gexa Energy admits that the contract I agreed to siwas totally fakeAnd such fake item should not be respected Regards,
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, After reading the response, I can see the whole point made here by me was missed I was pointing out that they immediately change to a new contract before the current one ends Even though they say they won't in their email And when you call them and ask them about it, they claim it is a mistake They correct it, but most people do not notice this So now I wait until my current contract is almost finished, so they can't do this
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.] Gexa Energy Customer Relations Department,I never once received a bill from Gexa energy. I never once received a notice to an expiring contract. I never once received any disconnect notices or other communication from Gexa Energy with possible exception to one phone number letter. I was told that my account was paid full after the payment of $419.23 and that my account had been canceled. I never received any final bill after I canceled service. I tried to log into my online account around a month later to make sure there wasn't any extra charge, and did not have access to my account. I called in and spoke to a representative who confirmed that I should not have access to the online account after canceling. I am not sure how I would be aware of a final bill when I never received a bill in the mail, nor did I have access to an online account. Again, you can claim that since you didn't receive any returned mail then I must have received them; However, I never once received any bill or statement of account from Gexa. I am not sure why the mail service has singled Gexa Energy out to mis-deliver or otherwise sabotage billing efforts. I assume the issue is on Gexa Energy's end either in the mail room or the computer system. We can do this over and over if you like, but I never received a bill and you believe you sent it out. What has taken place, is that you suspend online accounts on cancellation making it impossible for a bill to be viewed (or paid for that matter) even after I reported never having received a bill. Also, in your response, the final bullet point ends with "Once payment in full has been received we will" If you would please finish the statement, I would appreciate it. I do not believe it to be fair that this matter was turned over to a credit agency. I believe that I should be aware of a bill before I am expected to pay it. I would appreciate if you rescind the credit hit. This is the lone mark on my credit as further proof that there is something amiss with the communication between myself and Gexa. if the mail was not being delivered to my house, I should have several of these. The fact is, this is the only one in over a decade.Why are your customer service representatives told to say that payment can not be collected and that I must contact the bill collector when I am now being told that I can contact your customer care center for payment options? I am sure you can hear the agent say that at the end of the September 14, 2015 call. Regards, [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 This information is falsei was not provide a usage credit from this issueBusiness is using a previous resolution to a previous issueCompany failed to address underlying issueCompany misleads customers and makes it impossible to address billings concerns through their call center due to long times regularly exceed mins and reps failing to provide supportEven after senior leadership became involved business failed to rectify their errors Regards,
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 Company was worst customer service i've ever experiencethey mislead people and then rates increase after being locked into a contractWhen trying to call in to figure out what happened, you get run around and get no where.I need a call back by a senior managerI want my contract cancelled with no ETF ASAP Regards,
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.] Gexa Energy Customer Relations Department,I believe that Gexa energy should notify the third party collection agency and update my credit report immediately and then issue a bill I am not paying $when I have yet to see a bill I want to know exactly what I'm being charged for and what the bill contains I would like to see the meter readings and surcharges et cetera I do not believe that this should be in collections I was completely unaware of this bill I spoke to customer service representative and told them that I have not received any bills or other paper correspondence This was the call where I asked if Gexa energy would take care of their current customers and adjust the bill to a new contract I stated in that conversation several times that I have not received bills and that I had to guess when my bill was due and log in to see my statements Issue a statement and bill so I can ensure I am not further being ripped off Fix the credit report issue, send the bill to my house and lets get this settled Regards, [redacted]
November 2, [redacted] RE: Revdex.com # [redacted] Dear Mr/Ms***, As, previously mentioned, when you enrolled in the Gexa Energy Budget Billing Program you were provided with a confirmation letter that informed you that your budget bill amount may be modified if your consumption or rate changes significantly while enrolled in the programThe letter also informed you that Each 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 Again Mr***, we sincerely apologize for any inconvenience this issue may have caused youHowever, the accumulated variance (the lump sum payment you’re referring to) was part of your total balance due Gexa Energy Customer Relations Department
August 20,
*** ***
*** ** ***
*** ** ***
*** *** * ***
Dear Mr***,
Your complaint states you enrolled with Gexa Energy for your electricity service and was required to pay a $deposit for immediate service; therefore, you posted the
deposit by phone via the Interactive Voice Response System (IVR)You state after receiving the confirmation documents that indicated your enrollment would not be completed until additional documentation is received and approvedYou sent the requested documentation and contacted Gexa Energy about your service and you were informed that it would take to days to complete; therefore, you requested to cancel the order and you were then informed that the cancellation and deposit refund would take days to process and refund but you still have not received your refund
A detail investigation of your account revealed that on May 20, 2015, you contacted Gexa for your electricity service and were required to pay a $depositDuring the backend processing of your enrollment application Gexa Energy received a credit alert which required our Credit Department to verify your informationTherefore, you were informed to send in copies of your SSN or other valid Identification that was used for the applicationFurther review of your account revealed the following:
On May 22, 2015, you called to find out the status of your service request and were informed that it could take up to to days to complete as the additional documentation must be reviewedTherefore, you requested to cancel your request as you need service immediatelyThe CSR informed you that the cancellation process could take up to days to complete
On May 22, 2015, the CSR processed the cancellation request but due to a processing error the request failed to be submitted and the mowas completed
On June 4, 2015, a Gexa Energy representative called you to inform you of the situation and to find out if you still wanted to cancel your service with Gexa Energy but there was no answer; therefore, she left a message for you to call back
On June 20, 2015, after not receiving a returned call from you, the cancellation was processed
On July 27, 2015, your refund check was issued and sent to your mailing address as Gexa Energy does not past Deposit Payment refunds to credit cards
On August 14, 2015, the Deposit Refund was returned as undeliverable “No Mail Receptacle Unable to Forward”
On August 19th and 20th, 2015, a Gexa Energy representative called you to verify your mailing address but there was no answer; therefore, a “Special Request” has been submitted to refund your Deposit to the credit card that was used to post the payment
We sincerely apologize for any inconveniences this issue may have caused and for any misinformation you may have receivedMr***, as previously mentioned, Gexa Energy has submitted a “Special Request” to refund your deposit to the credit card that was used to post the paymentYou should allow to business days for the refund to be posted to you credit card
Sincerely,
Gexa Energy Customer Relations Department
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I have never received any paper correspondence from Gexa energy I pay the bills every month online and curious as to why I never received a bill, I would log in to the online account and view the bill that way It is purely coincidence that a disconnect notice and a bill pay happened in the same week I don't recall ever getting a letter stating that my phone number was incorrect Regardless, I never received a bill in the mail or notice of a bill via email I did call in after my cancellation date and ask why I couldn't log into the online system I was told that my access was suspended upon account cancellation I let the representative know at that point (among several other times) that I have never received any correspondence via mail and wanted to make sure that my account was closed and paid I was told that the account was closed, and that account was paid up to date if a bill was then later released, there was no way for me to be aware of this bill.On several occasions, I mentioned the fact that I have never received a paper bill or any mail correspondence And I was often met with very disrespectful and rude responses, for example, I spoke to a representative that said that I just need to pay my bills, when I let him know that I never received a bill, he told me that the computer said I did that the mail man must be not delivering the mail and that I should talk to the post office I guess the mail man only steals gexa energy bills since I do not have this problem with any other bill including my new energy provider The only negative mark on my credit in the last years is Gexa energy, so it must be *** that is secretly out to make sure I don't get gexa energy bills? Not to mention the multiple times I asked to resolve this matter or start sending my bills through email and never received anything at all.In response to paying gexa directly, I asked to do so when I called last week, I was told that I could not pay gexa and that I had to pay through the collection agency I informed the representative that I would be contacting the Revdex.com and filing this complaint.
Regards,
*** ***
September 6,
*** ***
*** * *** *** *** ** ***
RE: Revdex.com # ***
Dear Mr***,
As previously mentioned, Gexa Energy does not determine the length of your billing cycleWe received the usage data monthly not daily from *** as indicated on the attached bill dated 8/12/f received rom your TDU, *** on 8/11/2017; however, the usage period for this bill which is from 07/12/to 08/10/is solely determined by ***This reading is provided to Gexa Energy by *** and we are responsible for providing you with your monthly bill
Also as previously mentioned, as a courtesy we provided you with a Customer Satisfaction Credit of -$for your inconvenienceWe thank you for providing us with an opportunity to address your complaint.
Sincerely,
Gexa Energy Customer Relations Department
July 14,
*** *** *** *** *** *** ** ***
RE: Revdex.com # ***
Dear Mr***,
Your complaint states you were misled into renewing your contract on a high rate plan but your intention was renew on a
new plan with a longer term but a rate that was close to what you previously had
A detail investigation of your account revealed that you initiated service with Gexa Energy on December 1, 2015, for the service address of *** *** *** **., *** *** *** under account # 2038550-selecting the Gexa Choice Select 6, a Six (6) month fixed rate plan with the Energy Charge of $per kWh and with the Average Price per kWh of $per kWh at kWh, $per kWh at kWh and $per kWh at kWhReview of your account revealed the following:
On March 30, 2016, you renewed your contract online selecting the Gexa Prime Conserve 12, a Twelve (12) month fixed rate plan with the Energy Charge of $per kWh and with the Average Price per kWh of $per kWh at kWh, $per kWh at kWh and $per kWh at kWh
On July 6, 2016, Gexa Energy generated a bill in the amount $with the due date of July 25,
On July 7, 2016, you contacted Gexa Energy regarding the rate on your last bill and a Gexa Energy representative explained the details of your Energy Charge rate and the Average Price per kWh as described on your EFL and why the average price per kWh is different on your bill because your usage was over kWhYour call was then transferred to a Supervisor who informed you that he would allow you to change your contract rate plan to another one that was better suited for your usageThe Supervisor also advised you that he would apply a $customer satisfaction credit to adjust your last billThe Supervisor then provided the rate details for the Eden Preferred plan with the rate of 9.9@2000kwh and Gexa Prime with the rate of @ 2200kwhYou advised the Supervisor to call you back on that following Monday
On July 11, 2016, The Supervisor called you to find out if you had decided on which rate plan you wanted to accept and you agreed to the Gexa Prime with the rate of @ 2200kwhThe Supervisor then submitted the rate correction retroactive to 6/12/
On July 12, 2016, Gexa Energy generated an out-of-cycle bill indicating the Customer Satisfaction Credit of -$had been applied to your account
We sincerely apologize for any inconvenience this issue may have caused youWe thank you for providing us with an opportunity to address the customer’s complaint.
Gexa Energy Customer Relations Department
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I was referring to my previous bill for $not the current bill you referenced in your response. You can claim *** determines the billing cycle all you want but that doesn't make it true. *** provides billing information daily. I can see it and so can you. Even if *** actually did only provide you with billing info once a month you could adjust it so that I was only charged the cent rate through the 30th or 31st day and not for an extra five days. It seems really convenient that the highest usage month just happened to be the one that I was charged so many extra days at the higher rate
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
GEXA energy has neglected to comment on why I was told to disregard bills and then filed to collection agencyAlso they do not address my 3rd paymentI paid three times and was refunded once.
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[On all the fact sheets for my previous providers, the average price per kWh quoted was the total rate - TDU plus Energy GEXA quoted and billed I believe it was deliberately misleading]
Regards,
February 8,
Jeffery ***
*** *** *** **
Irving, TX ***
RE: Revdex.com # ***
Dear Mr***
Your complaint states you requested a 6-month contract for electricity servicePer the advertised plan, for every
billing period in which you went over 1000kWh the monthly service fee would be $and you would receive a credit of $However, you state your billing period was split on your first and last bills which were and days respectivelySo for a month contract you were asked to pay for billing periodsYou state Gexa Energy finally refunded one of the monthly service fees, but you feel the other monthly service fee should be refunded as well and you should receive another $account credit
A detail investigation of your account revealed that you initiated service with Gexa Energy on June 15, 2015, electing a month fixed rate plan with an end date of January 15, An additional review of your account revealed the following:
On June 15, 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)The EFL indicates if your usage is less than 1,kWh per billing cycle you would be charged a Monthly Service Fee of $If your usage is over 1,kWh per billing cycle you would not be charged a Monthly Service FeeAlso, if your usage was greater than kWh per billing cycle you would receive a Residential Usage Credit of $
On June 27, 2015, Gexa Energy generated a bill for the service period of 06/15/to 06/26/with the usage of kWh indicating a Monthly Service Fee of $in the amount of $due on July 20,
On December 14, 2015, Gexa Energy received and processed your Switch request
On December 15, 2015, Gexa Energy generated a final bill for the service period of 11/24/to 12/14/with the usage of kWh indicating a Monthly Service Fee of $in the amount of $due on January 4,
On January 26, 2016, you contacted Gexa Energy to dispute the base charge on your 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, Oncor’s meter read date and your requested service start and end datesThe CSR informed you that she would submit the request to waive the Base Charge
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 datesMr*** 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 billPlease allow to days for this request to complete and a refund to be processed
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
August 3,
*** *** *** *** *** *** ** ***
RE: Revdex.com # ***
Dear Mr***,
Our records indicate that you have been able to speak with Management on several occasionsYou were provided with a usage credit as a courtesy due to your misunderstanding of the rate plan you selectedYou were then allowed to switch rate plans even though you agreed to remain on your original plan in the event you were given the aforementioned usage credit
Our records also indicate that you have switched your service to another electricity providerWe regret we were unable to retain your service and sincerely apologize for any inconvenience this issue may have caused youAs a valued customer we appreciate your feedback and I have forwarded your concerns to our Call Center Manager for further review and handling in an effort to prevent this issue from happening in the future.
Gexa Energy Customer Relations Department
Sent: Tuesday, September 15, 7:AM Subject: Revdex.com Case # *** / *** *** Dear Revdex.com, Gexa Energy has made every effort to resolve the customer’s complaint, as his original complaint was to have the incorrect rate he was charged adjusted and to be allowed to switch to another REP without penalty. Gexa Energy has acknowledged that due to a processing error the customer was placed on the incorrect rate planWe processed the adjustment and increased the credit amount as a customer satisfaction courtesyWe have also informed the customer that he will be allowed to switch without penalty Unfortunately, it appears as though despite correcting the error and resolving his issue, we have still been unable to reach an amicable resolution with Mr***Gexa Energy has continuously proven we are dedicated to providing quality service to our customer. We still appreciate the customer providing us with an opportunity to address his concerns. However, we are requesting that this complaint be administratively closed at this time. Gexa 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 outcome Thank you, George J***, Regulatory Analyst Gexa Energy, a subsidiary of NextEra Energy, IncNYSE: NEE george.j***@gexaenergy.com SH 249, Suite ***, 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
August 18,
*** ***
*** * *** *** *** ** ***
RE: Revdex.com # ***
Dear Mr***,
Your complaint states you were assigned a plan that you did not wantThe plan you requested supposedly
got cheaper the more energy usedThe plan you were assigned jumps to almost cents per kWh after 2000kWhOn top of that you state Gexa Energy made the first billing period around days longer than a month so the extra days were when the weather was hotter and Gexa Energy was already billing you at the cent rateYou state that Gexa Energy agreed to change the plan but wouldn't change it for a month and wouldn't change it on the day of your billing cycleThe plan you were on has a $flat fee per month that Gexa Energy is going to make you pay for the days between the end of your billing cycle and the new planI feel this is unfair and want to be allowed to go to another provider but you would settle for a correction to all the overcharges
A detail investigation of your account revealed that on 5/08/2017, you selected the Gexa Energy - My Choice Plus plan with the requested service start date of 3/3/Additional review of your account revealed the following:
On June 21, 2017, Gexa Energy sent your Welcome package which included your Terms of Service (TOS), Electricity Facts Label (EFL), and Your Rights as a Customer (YRAC)The EFL indicates your plan is the Gexa Choice Plus plan, a month fixed rate plan with the Energy Charge of $per kWh (- 1,kWh), $per kWh (1,- 2,kWh) & $per kWh (=2,kWh)The EFL also indicate the Average Price per kWh is $per kWh at kWh, $per kWh at kWh and $per kWh at kWh with a Base Charge of $per billing cycle
On June 23, 2017, Gexa Energy generated a bill with the Average Price per kWh of per kWh with a total usage of kWh for the billing period from 05-11-to 06/08/with a total amount of $due on July 13,
On July 14, 2017, Gexa Energy generated a bill with the Average Price per kWh of per kWh with a total usage of kWh for the billing period from 06/08/to 07/12/with a total amount of $due on August 3,
On July 21, 2017, you called stating the rate you were charged on your bill is not the rate you selected during your enrollmentA Gexa Energy CSR confirmed the rate but you maintained that it was not the same rate; therefore, the CSR informed you that he would allow you to choose another rateYou then informed the CSR that Gexa Energy extended your billing cycle but you were advised that Gexa Energy doesn’t determine your billing cycle, your TDU, *** owns the meters, poles and lines and reads your meter; therefore, they are the ones show determines your billing cycle
On August 12, 2017, Gexa Energy generated a bill with the Average Price per kWh of per kWh with a total usage of kWh for the billing period from 07/12/to 08/10/with a total amount of $due on September 1,
On 8/09/you called again because your rate change did not apply to your recent bill and the CSR informed you that as a courtesy he would apply a one-time customer satisfaction credit of $that will appear on you next billing statement
We sincerely apologize for any inconvenience this issue may have caused you. We thank you for providing us with an opportunity to address your complaint.
Sincerely,
Gexa Energy Customer Relations Department
June 14,
*** ***
*** *** *** ***
*** ** ***
RE: Revdex.com # ***
Dear Mr***,
Your complaint states the rate charged was 66% higher than the quoted rate he signed up for which was a rate of
cents kWh and the rate on his first bill was cents kWhHe states they admitted the higher rate wasn't disclosed but that he used over 2,kWh but there was nothing in any of the info provided that stated his rate would be higher if he used over 2,kWhThe rate quoted for over 2,kWh was centsHe states he was informed there was nothing Gexa Energy could do even though his rate was 66% higher than the agreementTherefore, he’s paying the $early termination fee and switching away
A detail investigation of your account revealed that you initiated service with Gexa Energy through an online enrollment via a self-selected switch on April 26, 2016, for the service address of *** *** *** ***, *** *** *** under account # ***Review of your account revealed the following:
On April 15, 2016, 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 is $per kWhThe EFL also indicate the Average Price per kWh is $per kWh at kWh, $per kWh at kWh and $per kWh at kWhThe EFL also indicates a Residential Usage Credit of $when the usage is between and kWh
On April 30, 2016, Gexa Energy generated a bill with an energy charge of per kWh and the Average Price per kWh of per kWh with a total usage of kWh with a total amount of $due on May 18,
On May 28, 2016, Gexa Energy generated a bill with an energy charge of per kWh and the Average Price per kWh of per kWh with a total usage of kWh with a total amount of $due on June 17,
On June 7, 2016, you contacted Gexa Energy regarding the rate on your last bill and a Gexa Energy representative explained the details of your Energy Charge rate and the Average Price per kWh as described on your EFL and why the average price per kWh is different on your bill because your usage was over kWh
Mr***, your Energy Charge didn’t change; however, your Average Price Per kWh did change as described on your EFLThe formula used to determine what the “average” price per kWh is for a particular month, includes energy charges and all recurring charges. It excludes state and local sales taxes and reimbursement for the state miscellaneous gross receipts tax. Please note that the rules require that the total average price for electric service be expressed in cents per kilowatt hour, rounded to the nearest one-tenth of one cent for the following usage levels:
(i) For residential customers, 500, 1,and 2,kilowatt hours per month; and
(ii) For small commercial customers, 1,500, 2,500, and 3,kilowatt hours per monthIf demand charges apply assume a percent load factor
We sincerely apologize for any inconvenience this issue may have caused youWe thank you for providing us with an opportunity to address the customer’s complaint.
Gexa Energy Customer Relations Department
January 20,
*** ***
*** *** ***
*** ** ***
RE: Revdex.com # ***
Dear Mr***,
Your complaint states after initiating service with Gexa Energy for your detached garage under account # ***, your 1st
bill minus the 1-time connection fee was $for the usage of only kWhYou believes this equates to the charge of about cents per/kWh including the TDU chargesTherefore, you called to cancel your policy and asked that the $early termination fee be waived as you feel you were misinformed about your total bill estimation at the estimated usage of kWhYou are requesting a refund or to have your cancelation fee waived
A detail investigation of your account revealed that you initiated service for your garage with Gexa Energy on December 10, 2015, for the service address of *** *** ***, *** ** *** under account # ***Review of your account revealed the following:
On December 11, 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 is $per kWh and the ‘TDU Delivery Charge is $and $per month flat charge”The EFL also indicates that the TDU Charges are subject to changeSee “Pricing” and “Change in Law Regulation” section of the Terms of Service.’ Your Terms of Service (TOS) indicates under “Pricing: Your current price is set forth in the EFLYour price includes Gexa Energy’s retail rate for the supply of electricity, the monthly customer base charge, all recurring TDU charges for the delivery of electricity (all of which are passed through to you), and the Electric Reliability Council of Texas (ERCOT) or Texas Regional Entity (TRE) administrative fees and any other recurring third-party fees (all of which are passed through to you).”
On January 6, 2016, Gexa Energy generated a bill indicating the Energy Charge of $and TDU Delivery charges of $which include the one-time Connection Charge of $with a total amount of $due on January 25,
On January 11, 2016, you called to dispute the charges on your bill and a customer service representative explained the details of your charges as indicated on your EFL and TOSYou then asked to be allowed to switch your service prior to your contract end date without an early termination fee and the CSR informed you that according to your contract, if you switched your service prior to your contract end date you would be charged a cancellation fee
On January 19, 2015, a representative contacted you to apologize for the inconvenience and confusion of your initial enrollment and provided you with the details of a different rate plan (the Gexa Choice Conserve 9)The representative informed you that your account would receive the Residential Usage credit of $when your usage in a billing cycle is less than 1000kWhYou agreed that this rate plan would be much better for youThe CSR then submitted the rate correction and applied a $customer satisfaction credit
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 service connections, disconnections, reading and testing the meters, responding to service outages and maintenance of their facilities and equipment within their service territoryGexa Energy is committed to providing Superior Customer Service and is Proud to be your Provider of Choice
We sincerely apologize for any inconvenience this issue may have caused you. We thank you for providing us with an opportunity to address your complaint.
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 For one more time, Gexa Energy has deliberately avoided to discuss directly to the matter of my concern in which Gexa Energy, for one, bounded me into a contract which did not existsIn addition, Gexa Energy did not easily provoke the contract even though it was obviously not my faultInstead, I had to contact Gexa Energy back and forth, using all of my knowledge as well as legal concepts in order to have the contract terminatedFor one more time, the result of receiving $credit as well as selecting another provider without paying early termination fee was my own worksIt was not Gexa Energly's generous offer in the first placeAnd one more thing Gexa Energy should be aware of, according to the previous response which stated, Gexas Energy offered the correct rate, etcThing is that offering means dealsOn the other hand, I was looking for a correction which did not occurAnd offering and correcting are different concepts.Unfortunately, Gexa Energy did not admit that the company issued a contract which did not exists in the first placeAnd Gexa Energy was not willingly to terminate the so-called "fake" contractInstead, Gexa Energy attempted to sign me up with other contracts which was not part of the solutionsI, therefore, reject the answer/explanation for one more timeFurthermore, I only accept the explanation in which Gexa Energy admits that the contract I agreed to siwas totally fakeAnd such fake item should not be respected Regards,
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, After reading the response, I can see the whole point made here by me was missed I was pointing out that they immediately change to a new contract before the current one ends Even though they say they won't in their email And when you call them and ask them about it, they claim it is a mistake They correct it, but most people do not notice this So now I wait until my current contract is almost finished, so they can't do this
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.] Gexa Energy Customer Relations Department,I never once received a bill from Gexa energy. I never once received a notice to an expiring contract. I never once received any disconnect notices or other communication from Gexa Energy with possible exception to one phone number letter. I was told that my account was paid full after the payment of $419.23 and that my account had been canceled. I never received any final bill after I canceled service. I tried to log into my online account around a month later to make sure there wasn't any extra charge, and did not have access to my account. I called in and spoke to a representative who confirmed that I should not have access to the online account after canceling. I am not sure how I would be aware of a final bill when I never received a bill in the mail, nor did I have access to an online account. Again, you can claim that since you didn't receive any returned mail then I must have received them; However, I never once received any bill or statement of account from Gexa. I am not sure why the mail service has singled Gexa Energy out to mis-deliver or otherwise sabotage billing efforts. I assume the issue is on Gexa Energy's end either in the mail room or the computer system. We can do this over and over if you like, but I never received a bill and you believe you sent it out. What has taken place, is that you suspend online accounts on cancellation making it impossible for a bill to be viewed (or paid for that matter) even after I reported never having received a bill. Also, in your response, the final bullet point ends with "Once payment in full has been received we will" If you would please finish the statement, I would appreciate it. I do not believe it to be fair that this matter was turned over to a credit agency. I believe that I should be aware of a bill before I am expected to pay it. I would appreciate if you rescind the credit hit. This is the lone mark on my credit as further proof that there is something amiss with the communication between myself and Gexa. if the mail was not being delivered to my house, I should have several of these. The fact is, this is the only one in over a decade.Why are your customer service representatives told to say that payment can not be collected and that I must contact the bill collector when I am now being told that I can contact your customer care center for payment options? I am sure you can hear the agent say that at the end of the September 14, 2015 call. Regards, [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 This information is falsei was not provide a usage credit from this issueBusiness is using a previous resolution to a previous issueCompany failed to address underlying issueCompany misleads customers and makes it impossible to address billings concerns through their call center due to long times regularly exceed mins and reps failing to provide supportEven after senior leadership became involved business failed to rectify their errors Regards,
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 Company was worst customer service i've ever experiencethey mislead people and then rates increase after being locked into a contractWhen trying to call in to figure out what happened, you get run around and get no where.I need a call back by a senior managerI want my contract cancelled with no ETF ASAP Regards,
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.] Gexa Energy Customer Relations Department,I believe that Gexa energy should notify the third party collection agency and update my credit report immediately and then issue a bill I am not paying $when I have yet to see a bill I want to know exactly what I'm being charged for and what the bill contains I would like to see the meter readings and surcharges et cetera I do not believe that this should be in collections I was completely unaware of this bill I spoke to customer service representative and told them that I have not received any bills or other paper correspondence This was the call where I asked if Gexa energy would take care of their current customers and adjust the bill to a new contract I stated in that conversation several times that I have not received bills and that I had to guess when my bill was due and log in to see my statements Issue a statement and bill so I can ensure I am not further being ripped off Fix the credit report issue, send the bill to my house and lets get this settled Regards, [redacted]
November 2, [redacted] RE: Revdex.com # [redacted] Dear Mr/Ms***, As, previously mentioned, when you enrolled in the Gexa Energy Budget Billing Program you were provided with a confirmation letter that informed you that your budget bill amount may be modified if your consumption or rate changes significantly while enrolled in the programThe letter also informed you that Each 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 Again Mr***, we sincerely apologize for any inconvenience this issue may have caused youHowever, the accumulated variance (the lump sum payment you’re referring to) was part of your total balance due Gexa Energy Customer Relations Department
August 20,
*** ***
*** ** ***
*** ** ***
*** *** * ***
Dear Mr***,
Your complaint states you enrolled with Gexa Energy for your electricity service and was required to pay a $deposit for immediate service; therefore, you posted the
deposit by phone via the Interactive Voice Response System (IVR)You state after receiving the confirmation documents that indicated your enrollment would not be completed until additional documentation is received and approvedYou sent the requested documentation and contacted Gexa Energy about your service and you were informed that it would take to days to complete; therefore, you requested to cancel the order and you were then informed that the cancellation and deposit refund would take days to process and refund but you still have not received your refund
A detail investigation of your account revealed that on May 20, 2015, you contacted Gexa for your electricity service and were required to pay a $depositDuring the backend processing of your enrollment application Gexa Energy received a credit alert which required our Credit Department to verify your informationTherefore, you were informed to send in copies of your SSN or other valid Identification that was used for the applicationFurther review of your account revealed the following:
On May 22, 2015, you called to find out the status of your service request and were informed that it could take up to to days to complete as the additional documentation must be reviewedTherefore, you requested to cancel your request as you need service immediatelyThe CSR informed you that the cancellation process could take up to days to complete
On May 22, 2015, the CSR processed the cancellation request but due to a processing error the request failed to be submitted and the mowas completed
On June 4, 2015, a Gexa Energy representative called you to inform you of the situation and to find out if you still wanted to cancel your service with Gexa Energy but there was no answer; therefore, she left a message for you to call back
On June 20, 2015, after not receiving a returned call from you, the cancellation was processed
On July 27, 2015, your refund check was issued and sent to your mailing address as Gexa Energy does not past Deposit Payment refunds to credit cards
On August 14, 2015, the Deposit Refund was returned as undeliverable “No Mail Receptacle Unable to Forward”
On August 19th and 20th, 2015, a Gexa Energy representative called you to verify your mailing address but there was no answer; therefore, a “Special Request” has been submitted to refund your Deposit to the credit card that was used to post the payment
We sincerely apologize for any inconveniences this issue may have caused and for any misinformation you may have receivedMr***, as previously mentioned, Gexa Energy has submitted a “Special Request” to refund your deposit to the credit card that was used to post the paymentYou should allow to business days for the refund to be posted to you credit card
Sincerely,
Gexa Energy Customer Relations Department
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I have never received any paper correspondence from Gexa energy I pay the bills every month online and curious as to why I never received a bill, I would log in to the online account and view the bill that way It is purely coincidence that a disconnect notice and a bill pay happened in the same week I don't recall ever getting a letter stating that my phone number was incorrect Regardless, I never received a bill in the mail or notice of a bill via email I did call in after my cancellation date and ask why I couldn't log into the online system I was told that my access was suspended upon account cancellation I let the representative know at that point (among several other times) that I have never received any correspondence via mail and wanted to make sure that my account was closed and paid I was told that the account was closed, and that account was paid up to date if a bill was then later released, there was no way for me to be aware of this bill.On several occasions, I mentioned the fact that I have never received a paper bill or any mail correspondence And I was often met with very disrespectful and rude responses, for example, I spoke to a representative that said that I just need to pay my bills, when I let him know that I never received a bill, he told me that the computer said I did that the mail man must be not delivering the mail and that I should talk to the post office I guess the mail man only steals gexa energy bills since I do not have this problem with any other bill including my new energy provider The only negative mark on my credit in the last years is Gexa energy, so it must be *** that is secretly out to make sure I don't get gexa energy bills? Not to mention the multiple times I asked to resolve this matter or start sending my bills through email and never received anything at all.In response to paying gexa directly, I asked to do so when I called last week, I was told that I could not pay gexa and that I had to pay through the collection agency I informed the representative that I would be contacting the Revdex.com and filing this complaint.
Regards,
*** ***
September 6,
*** ***
*** * *** *** *** ** ***
RE: Revdex.com # ***
Dear Mr***,
As previously mentioned, Gexa Energy does not determine the length of your billing cycleWe received the usage data monthly not daily from *** as indicated on the attached bill dated 8/12/f received rom your TDU, *** on 8/11/2017; however, the usage period for this bill which is from 07/12/to 08/10/is solely determined by ***This reading is provided to Gexa Energy by *** and we are responsible for providing you with your monthly bill
Also as previously mentioned, as a courtesy we provided you with a Customer Satisfaction Credit of -$for your inconvenienceWe thank you for providing us with an opportunity to address your complaint.
Sincerely,
Gexa Energy Customer Relations Department
July 14,
*** *** *** *** *** *** ** ***
RE: Revdex.com # ***
Dear Mr***,
Your complaint states you were misled into renewing your contract on a high rate plan but your intention was renew on a
new plan with a longer term but a rate that was close to what you previously had
A detail investigation of your account revealed that you initiated service with Gexa Energy on December 1, 2015, for the service address of *** *** *** **., *** *** *** under account # 2038550-selecting the Gexa Choice Select 6, a Six (6) month fixed rate plan with the Energy Charge of $per kWh and with the Average Price per kWh of $per kWh at kWh, $per kWh at kWh and $per kWh at kWhReview of your account revealed the following:
On March 30, 2016, you renewed your contract online selecting the Gexa Prime Conserve 12, a Twelve (12) month fixed rate plan with the Energy Charge of $per kWh and with the Average Price per kWh of $per kWh at kWh, $per kWh at kWh and $per kWh at kWh
On July 6, 2016, Gexa Energy generated a bill in the amount $with the due date of July 25,
On July 7, 2016, you contacted Gexa Energy regarding the rate on your last bill and a Gexa Energy representative explained the details of your Energy Charge rate and the Average Price per kWh as described on your EFL and why the average price per kWh is different on your bill because your usage was over kWhYour call was then transferred to a Supervisor who informed you that he would allow you to change your contract rate plan to another one that was better suited for your usageThe Supervisor also advised you that he would apply a $customer satisfaction credit to adjust your last billThe Supervisor then provided the rate details for the Eden Preferred plan with the rate of 9.9@2000kwh and Gexa Prime with the rate of @ 2200kwhYou advised the Supervisor to call you back on that following Monday
On July 11, 2016, The Supervisor called you to find out if you had decided on which rate plan you wanted to accept and you agreed to the Gexa Prime with the rate of @ 2200kwhThe Supervisor then submitted the rate correction retroactive to 6/12/
On July 12, 2016, Gexa Energy generated an out-of-cycle bill indicating the Customer Satisfaction Credit of -$had been applied to your account
We sincerely apologize for any inconvenience this issue may have caused youWe thank you for providing us with an opportunity to address the customer’s complaint.
Gexa Energy Customer Relations Department
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I was referring to my previous bill for $not the current bill you referenced in your response. You can claim *** determines the billing cycle all you want but that doesn't make it true. *** provides billing information daily. I can see it and so can you. Even if *** actually did only provide you with billing info once a month you could adjust it so that I was only charged the cent rate through the 30th or 31st day and not for an extra five days. It seems really convenient that the highest usage month just happened to be the one that I was charged so many extra days at the higher rate
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
GEXA energy has neglected to comment on why I was told to disregard bills and then filed to collection agencyAlso they do not address my 3rd paymentI paid three times and was refunded once.
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[On all the fact sheets for my previous providers, the average price per kWh quoted was the total rate - TDU plus Energy GEXA quoted and billed I believe it was deliberately misleading]
Regards,
February 8,
Jeffery ***
*** *** *** **
Irving, TX ***
RE: Revdex.com # ***
Dear Mr***
Your complaint states you requested a 6-month contract for electricity servicePer the advertised plan, for every
billing period in which you went over 1000kWh the monthly service fee would be $and you would receive a credit of $However, you state your billing period was split on your first and last bills which were and days respectivelySo for a month contract you were asked to pay for billing periodsYou state Gexa Energy finally refunded one of the monthly service fees, but you feel the other monthly service fee should be refunded as well and you should receive another $account credit
A detail investigation of your account revealed that you initiated service with Gexa Energy on June 15, 2015, electing a month fixed rate plan with an end date of January 15, An additional review of your account revealed the following:
On June 15, 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)The EFL indicates if your usage is less than 1,kWh per billing cycle you would be charged a Monthly Service Fee of $If your usage is over 1,kWh per billing cycle you would not be charged a Monthly Service FeeAlso, if your usage was greater than kWh per billing cycle you would receive a Residential Usage Credit of $
On June 27, 2015, Gexa Energy generated a bill for the service period of 06/15/to 06/26/with the usage of kWh indicating a Monthly Service Fee of $in the amount of $due on July 20,
On December 14, 2015, Gexa Energy received and processed your Switch request
On December 15, 2015, Gexa Energy generated a final bill for the service period of 11/24/to 12/14/with the usage of kWh indicating a Monthly Service Fee of $in the amount of $due on January 4,
On January 26, 2016, you contacted Gexa Energy to dispute the base charge on your 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, Oncor’s meter read date and your requested service start and end datesThe CSR informed you that she would submit the request to waive the Base Charge
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 datesMr*** 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 billPlease allow to days for this request to complete and a refund to be processed
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
August 3,
*** *** *** *** *** *** ** ***
RE: Revdex.com # ***
Dear Mr***,
Our records indicate that you have been able to speak with Management on several occasionsYou were provided with a usage credit as a courtesy due to your misunderstanding of the rate plan you selectedYou were then allowed to switch rate plans even though you agreed to remain on your original plan in the event you were given the aforementioned usage credit
Our records also indicate that you have switched your service to another electricity providerWe regret we were unable to retain your service and sincerely apologize for any inconvenience this issue may have caused youAs a valued customer we appreciate your feedback and I have forwarded your concerns to our Call Center Manager for further review and handling in an effort to prevent this issue from happening in the future.
Gexa Energy Customer Relations Department
Sent: Tuesday, September 15, 7:AM Subject: Revdex.com Case # *** / *** *** Dear Revdex.com, Gexa Energy has made every effort to resolve the customer’s complaint, as his original complaint was to have the incorrect rate he was charged adjusted and to be allowed to switch to another REP without penalty. Gexa Energy has acknowledged that due to a processing error the customer was placed on the incorrect rate planWe processed the adjustment and increased the credit amount as a customer satisfaction courtesyWe have also informed the customer that he will be allowed to switch without penalty Unfortunately, it appears as though despite correcting the error and resolving his issue, we have still been unable to reach an amicable resolution with Mr***Gexa Energy has continuously proven we are dedicated to providing quality service to our customer. We still appreciate the customer providing us with an opportunity to address his concerns. However, we are requesting that this complaint be administratively closed at this time. Gexa 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 outcome Thank you, George J***, Regulatory Analyst Gexa Energy, a subsidiary of NextEra Energy, IncNYSE: NEE george.j***@gexaenergy.com SH 249, Suite ***, 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
August 18,
*** ***
*** * *** *** *** ** ***
RE: Revdex.com # ***
Dear Mr***,
Your complaint states you were assigned a plan that you did not wantThe plan you requested supposedly
got cheaper the more energy usedThe plan you were assigned jumps to almost cents per kWh after 2000kWhOn top of that you state Gexa Energy made the first billing period around days longer than a month so the extra days were when the weather was hotter and Gexa Energy was already billing you at the cent rateYou state that Gexa Energy agreed to change the plan but wouldn't change it for a month and wouldn't change it on the day of your billing cycleThe plan you were on has a $flat fee per month that Gexa Energy is going to make you pay for the days between the end of your billing cycle and the new planI feel this is unfair and want to be allowed to go to another provider but you would settle for a correction to all the overcharges
A detail investigation of your account revealed that on 5/08/2017, you selected the Gexa Energy - My Choice Plus plan with the requested service start date of 3/3/Additional review of your account revealed the following:
On June 21, 2017, Gexa Energy sent your Welcome package which included your Terms of Service (TOS), Electricity Facts Label (EFL), and Your Rights as a Customer (YRAC)The EFL indicates your plan is the Gexa Choice Plus plan, a month fixed rate plan with the Energy Charge of $per kWh (- 1,kWh), $per kWh (1,- 2,kWh) & $per kWh (=2,kWh)The EFL also indicate the Average Price per kWh is $per kWh at kWh, $per kWh at kWh and $per kWh at kWh with a Base Charge of $per billing cycle
On June 23, 2017, Gexa Energy generated a bill with the Average Price per kWh of per kWh with a total usage of kWh for the billing period from 05-11-to 06/08/with a total amount of $due on July 13,
On July 14, 2017, Gexa Energy generated a bill with the Average Price per kWh of per kWh with a total usage of kWh for the billing period from 06/08/to 07/12/with a total amount of $due on August 3,
On July 21, 2017, you called stating the rate you were charged on your bill is not the rate you selected during your enrollmentA Gexa Energy CSR confirmed the rate but you maintained that it was not the same rate; therefore, the CSR informed you that he would allow you to choose another rateYou then informed the CSR that Gexa Energy extended your billing cycle but you were advised that Gexa Energy doesn’t determine your billing cycle, your TDU, *** owns the meters, poles and lines and reads your meter; therefore, they are the ones show determines your billing cycle
On August 12, 2017, Gexa Energy generated a bill with the Average Price per kWh of per kWh with a total usage of kWh for the billing period from 07/12/to 08/10/with a total amount of $due on September 1,
On 8/09/you called again because your rate change did not apply to your recent bill and the CSR informed you that as a courtesy he would apply a one-time customer satisfaction credit of $that will appear on you next billing statement
We sincerely apologize for any inconvenience this issue may have caused you. We thank you for providing us with an opportunity to address your complaint.
Sincerely,
Gexa Energy Customer Relations Department
June 14,
*** ***
*** *** *** ***
*** ** ***
RE: Revdex.com # ***
Dear Mr***,
Your complaint states the rate charged was 66% higher than the quoted rate he signed up for which was a rate of
cents kWh and the rate on his first bill was cents kWhHe states they admitted the higher rate wasn't disclosed but that he used over 2,kWh but there was nothing in any of the info provided that stated his rate would be higher if he used over 2,kWhThe rate quoted for over 2,kWh was centsHe states he was informed there was nothing Gexa Energy could do even though his rate was 66% higher than the agreementTherefore, he’s paying the $early termination fee and switching away
A detail investigation of your account revealed that you initiated service with Gexa Energy through an online enrollment via a self-selected switch on April 26, 2016, for the service address of *** *** *** ***, *** *** *** under account # ***Review of your account revealed the following:
On April 15, 2016, 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 is $per kWhThe EFL also indicate the Average Price per kWh is $per kWh at kWh, $per kWh at kWh and $per kWh at kWhThe EFL also indicates a Residential Usage Credit of $when the usage is between and kWh
On April 30, 2016, Gexa Energy generated a bill with an energy charge of per kWh and the Average Price per kWh of per kWh with a total usage of kWh with a total amount of $due on May 18,
On May 28, 2016, Gexa Energy generated a bill with an energy charge of per kWh and the Average Price per kWh of per kWh with a total usage of kWh with a total amount of $due on June 17,
On June 7, 2016, you contacted Gexa Energy regarding the rate on your last bill and a Gexa Energy representative explained the details of your Energy Charge rate and the Average Price per kWh as described on your EFL and why the average price per kWh is different on your bill because your usage was over kWh
Mr***, your Energy Charge didn’t change; however, your Average Price Per kWh did change as described on your EFLThe formula used to determine what the “average” price per kWh is for a particular month, includes energy charges and all recurring charges. It excludes state and local sales taxes and reimbursement for the state miscellaneous gross receipts tax. Please note that the rules require that the total average price for electric service be expressed in cents per kilowatt hour, rounded to the nearest one-tenth of one cent for the following usage levels:
(i) For residential customers, 500, 1,and 2,kilowatt hours per month; and
(ii) For small commercial customers, 1,500, 2,500, and 3,kilowatt hours per monthIf demand charges apply assume a percent load factor
We sincerely apologize for any inconvenience this issue may have caused youWe thank you for providing us with an opportunity to address the customer’s complaint.
Gexa Energy Customer Relations Department
January 20,
*** ***
*** *** ***
*** ** ***
RE: Revdex.com # ***
Dear Mr***,
Your complaint states after initiating service with Gexa Energy for your detached garage under account # ***, your 1st
bill minus the 1-time connection fee was $for the usage of only kWhYou believes this equates to the charge of about cents per/kWh including the TDU chargesTherefore, you called to cancel your policy and asked that the $early termination fee be waived as you feel you were misinformed about your total bill estimation at the estimated usage of kWhYou are requesting a refund or to have your cancelation fee waived
A detail investigation of your account revealed that you initiated service for your garage with Gexa Energy on December 10, 2015, for the service address of *** *** ***, *** ** *** under account # ***Review of your account revealed the following:
On December 11, 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 is $per kWh and the ‘TDU Delivery Charge is $and $per month flat charge”The EFL also indicates that the TDU Charges are subject to changeSee “Pricing” and “Change in Law Regulation” section of the Terms of Service.’ Your Terms of Service (TOS) indicates under “Pricing: Your current price is set forth in the EFLYour price includes Gexa Energy’s retail rate for the supply of electricity, the monthly customer base charge, all recurring TDU charges for the delivery of electricity (all of which are passed through to you), and the Electric Reliability Council of Texas (ERCOT) or Texas Regional Entity (TRE) administrative fees and any other recurring third-party fees (all of which are passed through to you).”
On January 6, 2016, Gexa Energy generated a bill indicating the Energy Charge of $and TDU Delivery charges of $which include the one-time Connection Charge of $with a total amount of $due on January 25,
On January 11, 2016, you called to dispute the charges on your bill and a customer service representative explained the details of your charges as indicated on your EFL and TOSYou then asked to be allowed to switch your service prior to your contract end date without an early termination fee and the CSR informed you that according to your contract, if you switched your service prior to your contract end date you would be charged a cancellation fee
On January 19, 2015, a representative contacted you to apologize for the inconvenience and confusion of your initial enrollment and provided you with the details of a different rate plan (the Gexa Choice Conserve 9)The representative informed you that your account would receive the Residential Usage credit of $when your usage in a billing cycle is less than 1000kWhYou agreed that this rate plan would be much better for youThe CSR then submitted the rate correction and applied a $customer satisfaction credit
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 service connections, disconnections, reading and testing the meters, responding to service outages and maintenance of their facilities and equipment within their service territoryGexa Energy is committed to providing Superior Customer Service and is Proud to be your Provider of Choice
We sincerely apologize for any inconvenience this issue may have caused you. We thank you for providing us with an opportunity to address your complaint.
Gexa Energy Customer Relations Department