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
[Provide details of why you are not satisfied with this resolution.]
Regards,
You have lied, you broke contract, and muniplated things to favor youyour company does this all the time, your Revdex.com ratings are horrificThis company is the most corrupt electric company I've ever dealt with I'm disgusted with their poor response and flat out liesThe only thing that changes was all you liesWhat I pay is not what I signed up to pay. Gexa is pathetic
August 24,
*** ***
*** *** **
Fort Worth, TX ***
RE: Revdex.com # ***
Dear Ms***,
Your complaint states you agreed and signed up for cents per KWHHowever Gexa Energy has been charging you
A detail investigation of your account revealed that you initiated service with Gexa Energy on June 3, 2011, for the service address of *** *** **., Fort Worth, TX *** under account # 1448727, selecting the Gexa Airline Rewards 20% Green a month fixed rate plan with the Energy Charge of $per kWh and the average price per kWh of $per kWh at kWh, $per kWh at kWh and $per kWh at kWhReview of his account revealed the following details:
On February 15, 2013, 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 January 3, 2014, Gexa Energy sent your Renewal notice indicating: “Your fixed rate service plan is scheduled to expire on February 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 February 17, 2014, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.”
You failed to renew your fixed rate contract; therefore, on March 14, 2014, your rate was migrated to the Bridge Plan, a variable rate plan with the rate of $per kWh
On August 17, 2015, Gexa Energy received and processed your switch request
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 January 3, 2014, (attached) indicating your contract’s end date and rate change notification via mailHowever, your bill increased because you failed to renew your contract rate or switch your service to another provider prior to your contract’s end date and your account was migrated to a higher holder-over rateTherefore; Gexa Energy is unable to warrant any adjustments on your bill
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
[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 ***Although Gexa offered credit to my bill, I am highly dissatisfied with their poor response and still feel they should honor, change my plan or even call me back as promised to answer my additional questions to prevent this from happening againIt is going on weeks and I still have yet to receive a callback from Juan the manager to answer my questions
September 2,
*** ***
*** *** ***
*** ** ***
RE: Revdex.com # ***
Dear Ms***,
Your complaint states approximately two years ago the transformers behind your residence started to blowThe tech that
came out one of the times said it was due to the vines growing up the pole and into the transformer allowing squirrels and rats to make their nests and blow the transformsYou state this was confirmed to be the case because the next time it occurred you witnessed a squirrel plummeted to its death after being friedTherefore, you called the tech and again he said he would lodge a notice to have someone come out and remove the vinesThe final straw was during the last two rainstorms when you saw arching at the top and last week when it was windy you saw flamesYou stat you sent emails to both Gexa’s and ***’s complaints department advising that you would be reporting to the Revdex.com and any other means afforded to you to get this resolved
A review of your account does not indicate any previous calls or emails received from you regarding this issueHowever, I have submitted a request to your TDU, *** requesting service repair at your location*** should contact you within to hours to confirm your requestUpon completion of the service call *** will provide you with the details of their investigation via email
Ms***, please know that as your Retail Electric Provider (REP) Gexa Energy bills your electric service based on the meter readings that are provided by your local TDU, ***The 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 territoryAs previously indicated, Gexa Energy has submitted a Service Repair order to your TDU on your behalfUpon completion of their investigation you will be provided with the details via email
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
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
[Provide details of why you are not satisfied with this resolution.]
I received the "bill" via hotmail There is no detail what-so-ever in that "bill." it simply says:Current Charges Gexa Energy and TDU Charges $449.92 Sales Tax $0.00 PUC Assessment $0.71 Total Current Charges $450.63 Amount Due $450.63 This is not what I am looking forI want an itemized bill that shows usage and charges specifically how "Gexa Energy and TDU Charges $449.92" was reached.Also, I assume you are ignoring the rest of my last response deliberately Please contact your collection agency and remove the account Then contact the credit agency and remove the undue credit hit on my report Please also send me a real bill with itemized charges
Regards,
*** ***
Mr***,
I provide a copy of the final bill with my initial responseHowever, I have attached another copy for your records
Regards,
Gexa Energy Customer Relations Department
September 3,
*** ***
*** *** *** Ct***, TX ***
RE: Revdex.com # ***
Dear Mr***,
Gexa Energy received your complaint filed with the *** Revdex.com (Revdex.com) on August 31, 2015, regarding your electric service with Gexa Energy.
Your complaint states Gexa Energy billed you at a different rate than what you selected during your renewalYou state you contacted customer support for an adjustment but was refusedYou also asked to be released from your contract without a penalty
A detail investigation of your account revealed that on May 5, 2015, you called for renewal rates and selected the Gexa Prime rate plan, a month fixed term plan with the Energy Charge Rate of cents per kWh with the effective start date of July 9, However, due to a processing error you were enrolled in the incorrect plan, the Gexa Stable 12, with the Energy Charge Rate of cents per kWhFurther review of your account revealed the following:
On August 1, 2015, Gexa Energy generated a bill for the service period of 06/29/to 07/29/indicating the Energy Charge rate of cents per kWh with a total amount of $due on August 21,
On August 29, 2015, Gexa Energy generated a bill for the service period of 07/29/to 08/27/indicating the Energy Charge rate of cents per kWh with a total amount of $due on September 21,
On August 31, 2015, you called Gexa Energy to inform us that you were being billed at the incorrect rate and the Customer Service Representative (CSR) informed you that she would have to pull your renewal call for review and call you back with the results
ON September 1, 2015, a Gexa Energy CSR contacted you and informed you that the results of the renewal call indicated that you were placed on the incorrect rate planTherefore, an adjustment will be processed for the last billing periods from 06/29/to 07/29/with the usage of 1,kWh for a difference of $Also for the billing period from 07/29/to 08/27/with the usage of 1,kWh for a difference of $and a total adjustment of $The CSR offered to switch you to the correct rate but you declined stating that you wanted to switch to another Retail Electricity Provider (REP) without penalty and the CSR agreed to allow you to switch without any Early Termination ChargesAlso, since it was a Gexa Energy mistake, Gexa Energy is increasing the adjustment amount from $to $which will be applied in two increments of $each
We sincerely apologize for any inconvenience this issue may have caused youMr***, as previously mentioned, Gexa Energy has submitted a request for a total adjustment of $Also, Gexa Energy has agreed to waive your Early Termination fee of $if you decide to switch to another REPWe thank you for providing us with an opportunity to address your complaint.
Sincerely,
Gexa Energy Customer Relations Department
September 25,
*** ***
*** *** ***
*** ** ***
*** *** * ***
Dear Mr***,
Gexa Energy received your complaint filed with the Houston Revdex.com (Revdex.com) on September 15, 2015, regarding your electric service
with Gexa EnergyYour complaint states you never received a welcome package, bill or any other correspondence from Gexa EnergyYou states that when you cancelled your account you paid the final balance of $on 9/16/but you never received a cancellation confirmationYou states you recently noticed a negative charge on you credit from Gexa Energy in the amount of $but when you contacted Gexa about it you were informed that the $payment was for the bill prior to the final bill which was due to the usage of kWh for three weeks; however, you state you have never used over kWh in a week period
A detail investigation of your account revealed that you initiated service with Gexa Energy on March 20, 2014, for the service address of *** *** *** *** ** ***Further review of your account revealed the following:
On March 21, 2014, Gexa Energy sent your Welcome Package which included your Terms of Service (TOS), Electricity Facts Label (EFL) and Your Rights as a Customer (YRAC) which is attached for your review
ON April 9, 2014, you called Gexa Energy stating that you received a letter indicating your contact phone number was incorrect and you wanted to provide your correct telephone number
On July 19, 2014, Gexa Energy generated a bill in the amount of $indicating the usage of kWh for the service period from 06/15/to 07/16/with the due date of August 7,
On August 11, 2014, Gexa Energy generated a Disconnection Notice informing you of a past due balance of $with a total amount due of $with an earliest disconnection date scheduled for the first business day on or after August 21,
On August 15, 2014, Gexa Energy received and posted your payment of $
On August 16, 2014, Gexa Energy generated a bill in the amount of $indicating the usage of kWh for the service period from 07/16/to 08/14/with the due date of September 5,
On September 9, 2014, Gexa Energy generated a Disconnection Notice informing you of a past due balance of $with a total amount due of $with an earliest disconnection date scheduled for the first business day on or after September 19,
On September 15, 2015, you contacted Gexa Energy to find out why your bill was so high and a Customer Service Representative (CSR) informed you that it was due to the usage of kWh and a Late Payment Penalty charge of $and also your contract expired and you were on a higher variable rateYou asked the CSR if you signed a new contract could we backdate the rate to cover your last month’s bill and the CSR informed you that we could notTherefore, you informed the CSR that you since you could not get the rate adjusted you would be cancelling your service
On September 15, 2014, Gexa Energy received and posted your payment of $
On September 15, 2014, Gexa Energy received and processed your switch request
On September 18, 2014, Gexa Energy generated a final bill in the amount of $indicating the usage of kWh for the service period from 08/14/to 09/15/with the due date of October 8,
On October 10, 2014, Gexa Energy generated a Late Payment Notice informing you of a past due balance of $and indicating to avoid additional fees and to ensure your account closes in good standing; your payment is due immediately
On May 8, 2015, after failure to remit payment the balance on your account was written off against Gexa Energy’s Bad Debt reserves and sent to Gexa Energy’s third party collection agency
We sincerely apologize for any inconvenience this issue may have caused youYour account does not indicate any returned mailed; therefore, Gexa Energy assumes the statements were delivered as mailedAs previously noted your account records indicate that after receiving the Disconnection Notice your payments were posted with the exception of the final bill and Late Payment Notice dated October 10, Mr***, your final bill with the usage of kWh for the service period from 07/16/to 08/14/was for days which is a full four week periodAlso each of your last three bills with Gexa Energy shows that you used more than kWh in a four week period
In order to have this charged removed from your records, you must pay the balance in full directly to Gexa Energy or our third party collection agencyWe thank you for providing us with an opportunity to address your complaint.
Sincerely,
Gexa Energy Customer Relations Department
Sent: Tuesday, October 06, 7:AMSubject: Revdex.com Case # *** / *** *** 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*** 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***. 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 ***, Regulatory AnalystGexa Energy, a subsidiary of NextEra Energy, IncNYSE: NEE *** 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
[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 ***, and find that this resolution would be satisfactory to me
October 21,
*** ***
*** ***
*** ** ***
RE: Revdex.com # ***
Dear Mr***,
Your complaint states after checking your credit report you notice a derogatory report from Gexa indicating an
unpaid balance of $You state you have no idea why you owed anything but had no choice but to pay the agency and their collection fee to get it off your report but you didn’t see any bills in the mail or email for it
A detail investigation of your account revealed the following:
On August 11, 2015, you switched your service away from Gexa Energy
On August 12, 2015, Gexa Energy generated a final bill in the amount of $with the due date of September 2,
On September 4, 2016, after not receiving a payment for the outstanding balance, Gexa Energy sent you a Late Payment Notice indicating “you have a past due balance of $To avoid additional fees and to ensure your account closes in good standing; your payment is due immediately.”
On July 8, 2016, after not receiving your payment for the outstanding amount, the balance of $was written off against Gexa Energy’s bad debt reserves and the account was sent to our third party collection agency
As previously indicated, Gexa Energy sent a final bill to your mailing address on August 12, 2015, indicating the outstanding balanceOn September 4, 2015, we also sent a Late Payment Notice to your mailing address also indicating the past due balance of $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
November 11,
*** ***
*** *** *** *** *** *** *** ** ***
RE: Revdex.com # ***
Dear Ms***,
Your complaint states Gexa Energy sent you account to Pro Collect over an electricity
bill at your apartment complexYou state you only signed a one year contract with the electricity company and when you purchased a house and moved into it in November; you kept the apartment until the lease was up in JanuaryWhen you tried to transfer your electricity to the new house, Gexa Energy said they were not able to provide service to the new area so they could not transfer the serviceYou state you paid the last bill but in April, you received a call saying you owed money for your last month’s electricity billThen it was sent "immediately" to collections and you could not see the bill online as an invoiceYou state Gexa Energy was supposed to have called back with recorded phone calls from previous conversations where you had informed Gexa Energy about your plans of moving out, since they weren’t able to transfer your serviceWhen you asked for the president of the company’s address or email, you were conveniently "hung up on
A detail investigation of your account revealed the following:
On January 29, 2015, Gexa Energy received and processed a switch request with the effective switch date of February 6,
On February 7, 2015, Gexa Energy generated a final bill in the amount of $with the due date of February 27,
On February 9, 2015, you called about your bill indicating that you moved in Dec but you stated you called Gexa Energy in November and was told by a representative that when your contract ended Gexa Energy would stop your service on that dateThe Customer Service Representative (CSR) informed you that your service was not stopped and the notes on your account for that conversation did not indicate you requested a stop dateTherefore, you requested to have that call pulled and the CSR informed you that he would submit a request to have the call pulled and he advised that it would take to hours to pull the call and review it
On February 9, 2015, a Care Center Team Lead pulled the November 4, 2014, call and notated the details on your account so that anyone could provide the details to you whenever you called backPull Call Details: “You informed the CSR that you were moving and ask how much it would cost to cancel your planThe CSR informed you that it is no cost/penalty to moveThe CSR informed you to just provide a move-out date but you informed the CSR that once you close on your house you would call back with the date and CSR informed you once you determined the date to callback and provide the move-out date.”
On February 17, 2015, you called and informed the CSR that you were promised a call back but the CSR informed you that there were no notes indicating a call back on that you requested the details of the 11/04/call; therefore, the Team Lead notated the details of the call on your accountYou then requested a Supervisor and the CSR transferred you to his Supervisor who informed you that since you didn’t provide a stop / move-out date your account remained active until Gexa Energy received a switch request due to someone else changing the service into their name with the effective switch date of February 6, Therefore, the charges were valid and your responsibility
On March 2, 2015, after not receiving a payment for the outstanding balance, Gexa Energy sent you a Late Payment Notice indicating “you have a past due balance of $To avoid additional fees and to ensure your account closes in good standing; your payment is due immediately.”
On March 11, 2016, after not receiving your payment for the outstanding amount, the balance of $was written off against Gexa Energy’s bad debt reserves and the account was sent to our third party collection agency
As previously indicated, a Gexa Energy Team Lead reviewed the call recording and indicated that you did not provide a move out date during the call and you were instructed to call back when you close on your new home and determine a valid move-out date but you never called back with that informationTherefore, your service continued until Gexa Energy received a switch request with the effective switch date of 2/6/which you are responsible for the service through that dateAlso, we are unable to substantiate your claim that a Gexa Energy’s representatives hung up on you when you requested the contact information for the President of our companyIt’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.
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
[Provide details of why you are not satisfied with this resolution.]
There is no attachment to this email It is coming through the Revdex.com site and in the header at the top there is nothing listed in the attachment field?and no reply to the rest of the message?
Regards,
*** ***
Your complaint states your billing cycle is not the standard 28-31 days as your usage for 26 days was 866 kWh, the...
additional 6 days would have added 200kWh which would have put you over the 1,000kWh minimum. You state that you were out of town December 24 - January 1, so usage for the days missing would have been over the average of 33.3kWh/day. You 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 $14.95 service charge. Therefore, Gexa Energy either needs to state that if your billing cycle is less than 30 days, you may be subject to a $14.95 service fee, or state that a billing cycle will be between 15 and 31 days.
A detail investigation of your account revealed that you initiated service with Gexa Energy on July 15, 2015, electing a 6 month fixed rate plan with an end date of January 14, 2016. 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 11/18/2015 to 12/21/2015 with the usage of 1313 kWh in the amount of $73.33 due on January 13, 2016.
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 12/21/2015 to 01/15/2016 with the usage of 866 kWh and indicating a Base Charge of $14.95 in the amount of $81.61 due on February 5, 2016.
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) attached. A Base Charge of $14.95 applies if the customer uses less than 1000 kWh per billing cycle. The Base Charge is $0.00 if the customer uses 1000 kWh or more per billing cycle. As 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 TDU. Gexa Energy does not determine the length of your billing cycle. Your billing cycle is determined by your local TDU’s meter read date and your requested service start and/or stop dates. Ms. [redacted] Gexa Energy values you as a customer and appreciates your business; therefore, as a courtesy a request has been submitted to waive the $14.95 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 you. We thank you for providing us with an opportunity to address your concerns.
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 Gexa. I 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]
Your complaint states your rate increased because Gexa failed to notify you that your contract rate...
was due to expire. You also state you called to try and remedy the situation, retroactively applying a new contract. But instead of refunding the $70 that you expected, Gexa Energy simply offered a $25 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, 2015 selecting the Gexa Choice Conserve 5, a 5 month rate plan. This contract price was effective starting with your bill that contains the usage for: 06/10/2015 and terminated with the bill containing usage for 11/10/2015. 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 $0.0354 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 10/30/15 – 12/02/15indicated an energy charge rate of 3.54 cents per kWh in the amount of $51.26.
On January 6, 2016, Gexa Energy generated a billing statement for the service period of 12/02/15 – 01/05/16 indicating an energy charge rate of 9.28 cents per kWh in the amount of $113.72.
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 address. You stated you never received it and requested a new rate retroactive to your previous contract’s end date. The CSR informed you that she was unable to offer you a retroactive rate but could give you a one-time Customer Satisfaction Credit of $25.00 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 $136.05 due on February 5, 2016.
We sincerely apologize for any inconvenience this issue may have caused the customer. As previously mentioned, Gexa Energy did in fact send your Renewal Notice but you failed to renew your rate prior to your contract end date. We thank you for providing us with an opportunity to address your inquiry.
Mr. [redacted],
Review of your account shows a total of only 3 calls received from you while you were a Gexa Energy customer which are as follows:
On April 9, 2014, you called Gexa Energy stating that you received a letter indicating your contact phone number was incorrect and you wanted to provide your correct telephone number.
On September 15, 2014, you contacted Gexa Energy to find out why your bill was so high and a Customer Service Representative (CSR) informed you that it was due to the usage of 2855 kWh and a Late Payment Penalty charge of $9.98 and also your contract expired and you were on a higher variable rate. You asked the CSR if you signed a new contract could we backdate the rate to cover your last month’s bill and the CSR informed you that we could not. Therefore, you informed the CSR that you since you could not get the rate adjusted you would be cancelling your service.
On September 14, 2015, you called to find out why your account was turned over to collections as you thought your payment of $419.23 was your final payment. The CSR informed you that the $419.23 payment that was posted on 9/15/2014 was a late payment for your bill dated 8/16/2014 for the service period from 07/16/2014 to 08/14/2014. The CSR also informed you that your Transmission Distribution Provider (TDU), [redacted] had to do a final meter reading which was then provided to Gexa Energy. Mr. [redacted], you switched your service away from Gexa Energy on 9/15/2014; therefore, your final bill was issued on September 18, 2014, in the amount of $450.63 indicating the usage of 2952 kWh for the service period from 08/14/2014 to 09/15/2014 with the due date of October 8, 2014. Once payment in full has been received we will
As your Retail Electric Provider (REP) Gexa Energy bills your electric service based on the meter readings that are provided by your local TDU, [redacted]. The [redacted] 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 territory. The online account service is deactivated within 15 days of the account closing. You may contact our customer care center for payment options.
We sincerely apologize for this unfortunate chain of events. Again, we never received any returned mail; therefore, Gexa Energy assumes the statements were delivered as mailed. Also, in regards to your claim of speaking with a rude and disrespectful Gexa Energy Representative, this matter has been escalated to Gexa Energy’s Care Center Operations Manager for further review and handling. Gexa Energy prides our self on providing quality customer service and we certainly value the trust you place in us to serve you. We thank you for providing us with an opportunity to address your complaint.
Our records indicate that a Gexa Energy Supervisor contacted you on 2/22/2016 and informed you that she would approve a customer satisfaction courtesy credit of $25.00. 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 you. We thank you for providing us with an opportunity to address your concerns.
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 $25.48 you already paid twice. You state that after speaking with Gexa Energy you were informed to disregard the bill but you recently received a collection notice for the same amount. Therefore, 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 $48.41 due on March 19, 2015.
On March 2, 2015, Gexa Energy received and posted payments in the amount of $48.41.
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 $72.68 due on April 6, 2015.
On March 19, 2015, Gexa Energy received and posted payments in the amount of $48.41.
On March 23, 2015, Gexa Energy received and posted a payment in the amount of $24.27.
On March 23, 2015, Gexa Energy received notification from [redacted] that the cardholder filed a Chargeback in the amount: $24.27 Claim: "Reason 75 / Cardholder Does Not Recognize Transaction; Case# [redacted]. Therefore, this amount was re-billed to your account leaving an outstanding balance of $24.27.
On April 6, 2015, Gexa Energy received and posted a payment in the amount of $24.27.
On April 7, 2015, Gexa Energy received notification from [redacted] that the cardholder filed a Chargeback in the amount: $24.27 Claim: "Reason 75 / Cardholder Does Not Recognize Transaction; Case# [redacted]. Again, this amount was re-billed to your account leaving an outstanding balance of $24.27.
On May 28, 2015, Gexa Energy generated an out-of-cycle final bill in the amount of $24.27 indicating the chargeback amount of $24.27 with the due date of June 18, 2015.
On June 18, 2015, an attempt to auto-draft the amount due of $24.27 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 $25.48 indicating a Late Payment Penalty of $1.21 with the due date of August 17, 2015.
On August 18, 2015, an attempt to auto-draft the amount due of $25.48 from your auto payment account was declined.
After not receiving a payment for the final balance on June 20, 2016, the balance of $25.48 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 $25.48 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 question. Therefore, the payments were refunded as a result of the disputes from your credit card company. However, your account was left with an outstanding balance of $25.48. We thank you for providing us with an opportunity to address the customer’s complaint.
[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.
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
[Provide details of why you are not satisfied with this resolution.]
Regards,
You have lied, you broke contract, and muniplated things to favor youyour company does this all the time, your Revdex.com ratings are horrificThis company is the most corrupt electric company I've ever dealt with I'm disgusted with their poor response and flat out liesThe only thing that changes was all you liesWhat I pay is not what I signed up to pay. Gexa is pathetic
August 24,
*** ***
*** *** **
Fort Worth, TX ***
RE: Revdex.com # ***
Dear Ms***,
Your complaint states you agreed and signed up for cents per KWHHowever Gexa Energy has been charging you
A detail investigation of your account revealed that you initiated service with Gexa Energy on June 3, 2011, for the service address of *** *** **., Fort Worth, TX *** under account # 1448727, selecting the Gexa Airline Rewards 20% Green a month fixed rate plan with the Energy Charge of $per kWh and the average price per kWh of $per kWh at kWh, $per kWh at kWh and $per kWh at kWhReview of his account revealed the following details:
On February 15, 2013, 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 January 3, 2014, Gexa Energy sent your Renewal notice indicating: “Your fixed rate service plan is scheduled to expire on February 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 February 17, 2014, your electricity service will continue on a month-to-month basis with the Gexa Bridge Plan at a variable price.”
You failed to renew your fixed rate contract; therefore, on March 14, 2014, your rate was migrated to the Bridge Plan, a variable rate plan with the rate of $per kWh
On August 17, 2015, Gexa Energy received and processed your switch request
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 January 3, 2014, (attached) indicating your contract’s end date and rate change notification via mailHowever, your bill increased because you failed to renew your contract rate or switch your service to another provider prior to your contract’s end date and your account was migrated to a higher holder-over rateTherefore; Gexa Energy is unable to warrant any adjustments on your bill
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
[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 ***Although Gexa offered credit to my bill, I am highly dissatisfied with their poor response and still feel they should honor, change my plan or even call me back as promised to answer my additional questions to prevent this from happening againIt is going on weeks and I still have yet to receive a callback from Juan the manager to answer my questions
September 2,
*** ***
*** *** ***
*** ** ***
RE: Revdex.com # ***
Dear Ms***,
Your complaint states approximately two years ago the transformers behind your residence started to blowThe tech that
came out one of the times said it was due to the vines growing up the pole and into the transformer allowing squirrels and rats to make their nests and blow the transformsYou state this was confirmed to be the case because the next time it occurred you witnessed a squirrel plummeted to its death after being friedTherefore, you called the tech and again he said he would lodge a notice to have someone come out and remove the vinesThe final straw was during the last two rainstorms when you saw arching at the top and last week when it was windy you saw flamesYou stat you sent emails to both Gexa’s and ***’s complaints department advising that you would be reporting to the Revdex.com and any other means afforded to you to get this resolved
A review of your account does not indicate any previous calls or emails received from you regarding this issueHowever, I have submitted a request to your TDU, *** requesting service repair at your location*** should contact you within to hours to confirm your requestUpon completion of the service call *** will provide you with the details of their investigation via email
Ms***, please know that as your Retail Electric Provider (REP) Gexa Energy bills your electric service based on the meter readings that are provided by your local TDU, ***The 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 territoryAs previously indicated, Gexa Energy has submitted a Service Repair order to your TDU on your behalfUpon completion of their investigation you will be provided with the details via email
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
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
[Provide details of why you are not satisfied with this resolution.]
I received the "bill" via hotmail There is no detail what-so-ever in that "bill." it simply says:Current Charges Gexa Energy and TDU Charges $449.92 Sales Tax $0.00 PUC Assessment $0.71 Total Current Charges $450.63 Amount Due $450.63 This is not what I am looking forI want an itemized bill that shows usage and charges specifically how "Gexa Energy and TDU Charges $449.92" was reached.Also, I assume you are ignoring the rest of my last response deliberately Please contact your collection agency and remove the account Then contact the credit agency and remove the undue credit hit on my report Please also send me a real bill with itemized charges
Regards,
*** ***
Mr***,
I provide a copy of the final bill with my initial responseHowever, I have attached another copy for your records
Regards,
Gexa Energy Customer Relations Department
September 3,
*** ***
*** *** *** Ct***, TX ***
RE: Revdex.com # ***
Dear Mr***,
Gexa Energy received your complaint filed with the *** Revdex.com (Revdex.com) on August 31, 2015, regarding your electric service with Gexa Energy.
Your complaint states Gexa Energy billed you at a different rate than what you selected during your renewalYou state you contacted customer support for an adjustment but was refusedYou also asked to be released from your contract without a penalty
A detail investigation of your account revealed that on May 5, 2015, you called for renewal rates and selected the Gexa Prime rate plan, a month fixed term plan with the Energy Charge Rate of cents per kWh with the effective start date of July 9, However, due to a processing error you were enrolled in the incorrect plan, the Gexa Stable 12, with the Energy Charge Rate of cents per kWhFurther review of your account revealed the following:
On August 1, 2015, Gexa Energy generated a bill for the service period of 06/29/to 07/29/indicating the Energy Charge rate of cents per kWh with a total amount of $due on August 21,
On August 29, 2015, Gexa Energy generated a bill for the service period of 07/29/to 08/27/indicating the Energy Charge rate of cents per kWh with a total amount of $due on September 21,
On August 31, 2015, you called Gexa Energy to inform us that you were being billed at the incorrect rate and the Customer Service Representative (CSR) informed you that she would have to pull your renewal call for review and call you back with the results
ON September 1, 2015, a Gexa Energy CSR contacted you and informed you that the results of the renewal call indicated that you were placed on the incorrect rate planTherefore, an adjustment will be processed for the last billing periods from 06/29/to 07/29/with the usage of 1,kWh for a difference of $Also for the billing period from 07/29/to 08/27/with the usage of 1,kWh for a difference of $and a total adjustment of $The CSR offered to switch you to the correct rate but you declined stating that you wanted to switch to another Retail Electricity Provider (REP) without penalty and the CSR agreed to allow you to switch without any Early Termination ChargesAlso, since it was a Gexa Energy mistake, Gexa Energy is increasing the adjustment amount from $to $which will be applied in two increments of $each
We sincerely apologize for any inconvenience this issue may have caused youMr***, as previously mentioned, Gexa Energy has submitted a request for a total adjustment of $Also, Gexa Energy has agreed to waive your Early Termination fee of $if you decide to switch to another REPWe thank you for providing us with an opportunity to address your complaint.
Sincerely,
Gexa Energy Customer Relations Department
September 25,
*** ***
*** *** ***
*** ** ***
*** *** * ***
Dear Mr***,
Gexa Energy received your complaint filed with the Houston Revdex.com (Revdex.com) on September 15, 2015, regarding your electric service
with Gexa EnergyYour complaint states you never received a welcome package, bill or any other correspondence from Gexa EnergyYou states that when you cancelled your account you paid the final balance of $on 9/16/but you never received a cancellation confirmationYou states you recently noticed a negative charge on you credit from Gexa Energy in the amount of $but when you contacted Gexa about it you were informed that the $payment was for the bill prior to the final bill which was due to the usage of kWh for three weeks; however, you state you have never used over kWh in a week period
A detail investigation of your account revealed that you initiated service with Gexa Energy on March 20, 2014, for the service address of *** *** *** *** ** ***Further review of your account revealed the following:
On March 21, 2014, Gexa Energy sent your Welcome Package which included your Terms of Service (TOS), Electricity Facts Label (EFL) and Your Rights as a Customer (YRAC) which is attached for your review
ON April 9, 2014, you called Gexa Energy stating that you received a letter indicating your contact phone number was incorrect and you wanted to provide your correct telephone number
On July 19, 2014, Gexa Energy generated a bill in the amount of $indicating the usage of kWh for the service period from 06/15/to 07/16/with the due date of August 7,
On August 11, 2014, Gexa Energy generated a Disconnection Notice informing you of a past due balance of $with a total amount due of $with an earliest disconnection date scheduled for the first business day on or after August 21,
On August 15, 2014, Gexa Energy received and posted your payment of $
On August 16, 2014, Gexa Energy generated a bill in the amount of $indicating the usage of kWh for the service period from 07/16/to 08/14/with the due date of September 5,
On September 9, 2014, Gexa Energy generated a Disconnection Notice informing you of a past due balance of $with a total amount due of $with an earliest disconnection date scheduled for the first business day on or after September 19,
On September 15, 2015, you contacted Gexa Energy to find out why your bill was so high and a Customer Service Representative (CSR) informed you that it was due to the usage of kWh and a Late Payment Penalty charge of $and also your contract expired and you were on a higher variable rateYou asked the CSR if you signed a new contract could we backdate the rate to cover your last month’s bill and the CSR informed you that we could notTherefore, you informed the CSR that you since you could not get the rate adjusted you would be cancelling your service
On September 15, 2014, Gexa Energy received and posted your payment of $
On September 15, 2014, Gexa Energy received and processed your switch request
On September 18, 2014, Gexa Energy generated a final bill in the amount of $indicating the usage of kWh for the service period from 08/14/to 09/15/with the due date of October 8,
On October 10, 2014, Gexa Energy generated a Late Payment Notice informing you of a past due balance of $and indicating to avoid additional fees and to ensure your account closes in good standing; your payment is due immediately
On May 8, 2015, after failure to remit payment the balance on your account was written off against Gexa Energy’s Bad Debt reserves and sent to Gexa Energy’s third party collection agency
We sincerely apologize for any inconvenience this issue may have caused youYour account does not indicate any returned mailed; therefore, Gexa Energy assumes the statements were delivered as mailedAs previously noted your account records indicate that after receiving the Disconnection Notice your payments were posted with the exception of the final bill and Late Payment Notice dated October 10, Mr***, your final bill with the usage of kWh for the service period from 07/16/to 08/14/was for days which is a full four week periodAlso each of your last three bills with Gexa Energy shows that you used more than kWh in a four week period
In order to have this charged removed from your records, you must pay the balance in full directly to Gexa Energy or our third party collection agencyWe thank you for providing us with an opportunity to address your complaint.
Sincerely,
Gexa Energy Customer Relations Department
Sent: Tuesday, October 06, 7:AMSubject: Revdex.com Case # *** / *** *** 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*** 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***. 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 ***, Regulatory AnalystGexa Energy, a subsidiary of NextEra Energy, IncNYSE: NEE *** 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
[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 ***, and find that this resolution would be satisfactory to me
October 21,
*** ***
*** ***
*** ** ***
RE: Revdex.com # ***
Dear Mr***,
Your complaint states after checking your credit report you notice a derogatory report from Gexa indicating an
unpaid balance of $You state you have no idea why you owed anything but had no choice but to pay the agency and their collection fee to get it off your report but you didn’t see any bills in the mail or email for it
A detail investigation of your account revealed the following:
On August 11, 2015, you switched your service away from Gexa Energy
On August 12, 2015, Gexa Energy generated a final bill in the amount of $with the due date of September 2,
On September 4, 2016, after not receiving a payment for the outstanding balance, Gexa Energy sent you a Late Payment Notice indicating “you have a past due balance of $To avoid additional fees and to ensure your account closes in good standing; your payment is due immediately.”
On July 8, 2016, after not receiving your payment for the outstanding amount, the balance of $was written off against Gexa Energy’s bad debt reserves and the account was sent to our third party collection agency
As previously indicated, Gexa Energy sent a final bill to your mailing address on August 12, 2015, indicating the outstanding balanceOn September 4, 2015, we also sent a Late Payment Notice to your mailing address also indicating the past due balance of $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
November 11,
*** ***
*** *** *** *** *** *** *** ** ***
RE: Revdex.com # ***
Dear Ms***,
Your complaint states Gexa Energy sent you account to Pro Collect over an electricity
bill at your apartment complexYou state you only signed a one year contract with the electricity company and when you purchased a house and moved into it in November; you kept the apartment until the lease was up in JanuaryWhen you tried to transfer your electricity to the new house, Gexa Energy said they were not able to provide service to the new area so they could not transfer the serviceYou state you paid the last bill but in April, you received a call saying you owed money for your last month’s electricity billThen it was sent "immediately" to collections and you could not see the bill online as an invoiceYou state Gexa Energy was supposed to have called back with recorded phone calls from previous conversations where you had informed Gexa Energy about your plans of moving out, since they weren’t able to transfer your serviceWhen you asked for the president of the company’s address or email, you were conveniently "hung up on
A detail investigation of your account revealed the following:
On January 29, 2015, Gexa Energy received and processed a switch request with the effective switch date of February 6,
On February 7, 2015, Gexa Energy generated a final bill in the amount of $with the due date of February 27,
On February 9, 2015, you called about your bill indicating that you moved in Dec but you stated you called Gexa Energy in November and was told by a representative that when your contract ended Gexa Energy would stop your service on that dateThe Customer Service Representative (CSR) informed you that your service was not stopped and the notes on your account for that conversation did not indicate you requested a stop dateTherefore, you requested to have that call pulled and the CSR informed you that he would submit a request to have the call pulled and he advised that it would take to hours to pull the call and review it
On February 9, 2015, a Care Center Team Lead pulled the November 4, 2014, call and notated the details on your account so that anyone could provide the details to you whenever you called backPull Call Details: “You informed the CSR that you were moving and ask how much it would cost to cancel your planThe CSR informed you that it is no cost/penalty to moveThe CSR informed you to just provide a move-out date but you informed the CSR that once you close on your house you would call back with the date and CSR informed you once you determined the date to callback and provide the move-out date.”
On February 17, 2015, you called and informed the CSR that you were promised a call back but the CSR informed you that there were no notes indicating a call back on that you requested the details of the 11/04/call; therefore, the Team Lead notated the details of the call on your accountYou then requested a Supervisor and the CSR transferred you to his Supervisor who informed you that since you didn’t provide a stop / move-out date your account remained active until Gexa Energy received a switch request due to someone else changing the service into their name with the effective switch date of February 6, Therefore, the charges were valid and your responsibility
On March 2, 2015, after not receiving a payment for the outstanding balance, Gexa Energy sent you a Late Payment Notice indicating “you have a past due balance of $To avoid additional fees and to ensure your account closes in good standing; your payment is due immediately.”
On March 11, 2016, after not receiving your payment for the outstanding amount, the balance of $was written off against Gexa Energy’s bad debt reserves and the account was sent to our third party collection agency
As previously indicated, a Gexa Energy Team Lead reviewed the call recording and indicated that you did not provide a move out date during the call and you were instructed to call back when you close on your new home and determine a valid move-out date but you never called back with that informationTherefore, your service continued until Gexa Energy received a switch request with the effective switch date of 2/6/which you are responsible for the service through that dateAlso, we are unable to substantiate your claim that a Gexa Energy’s representatives hung up on you when you requested the contact information for the President of our companyIt’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.
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
[Provide details of why you are not satisfied with this resolution.]
There is no attachment to this email It is coming through the Revdex.com site and in the header at the top there is nothing listed in the attachment field?and no reply to the rest of the message?
Regards,
*** ***
January 29, 2016
[redacted]
[redacted]
[redacted]
RE: Revdex.com # [redacted]
Dear Ms. [redacted],
Your complaint states your billing cycle is not the standard 28-31 days as your usage for 26 days was 866 kWh, the...
additional 6 days would have added 200kWh which would have put you over the 1,000kWh minimum. You state that you were out of town December 24 - January 1, so usage for the days missing would have been over the average of 33.3kWh/day. You 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 $14.95 service charge. Therefore, Gexa Energy either needs to state that if your billing cycle is less than 30 days, you may be subject to a $14.95 service fee, or state that a billing cycle will be between 15 and 31 days.
A detail investigation of your account revealed that you initiated service with Gexa Energy on July 15, 2015, electing a 6 month fixed rate plan with an end date of January 14, 2016. 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 11/18/2015 to 12/21/2015 with the usage of 1313 kWh in the amount of $73.33 due on January 13, 2016.
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 12/21/2015 to 01/15/2016 with the usage of 866 kWh and indicating a Base Charge of $14.95 in the amount of $81.61 due on February 5, 2016.
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) attached. A Base Charge of $14.95 applies if the customer uses less than 1000 kWh per billing cycle. The Base Charge is $0.00 if the customer uses 1000 kWh or more per billing cycle. As 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 TDU. Gexa Energy does not determine the length of your billing cycle. Your billing cycle is determined by your local TDU’s meter read date and your requested service start and/or stop dates. Ms. [redacted] Gexa Energy values you as a customer and appreciates your business; therefore, as a courtesy a request has been submitted to waive the $14.95 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 you. We 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 Gexa. I 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]
January 27, 2016
[redacted]
[redacted]
[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 expire. You also state you called to try and remedy the situation, retroactively applying a new contract. But instead of refunding the $70 that you expected, Gexa Energy simply offered a $25 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, 2015 selecting the Gexa Choice Conserve 5, a 5 month rate plan. This contract price was effective starting with your bill that contains the usage for: 06/10/2015 and terminated with the bill containing usage for 11/10/2015. 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 $0.0354 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 10/30/15 – 12/02/15indicated an energy charge rate of 3.54 cents per kWh in the amount of $51.26.
On January 6, 2016, Gexa Energy generated a billing statement for the service period of 12/02/15 – 01/05/16 indicating an energy charge rate of 9.28 cents per kWh in the amount of $113.72.
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 address. You stated you never received it and requested a new rate retroactive to your previous contract’s end date. The CSR informed you that she was unable to offer you a retroactive rate but could give you a one-time Customer Satisfaction Credit of $25.00 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 $136.05 due on February 5, 2016.
We sincerely apologize for any inconvenience this issue may have caused the customer. As previously mentioned, Gexa Energy did in fact send your Renewal Notice but you failed to renew your rate prior to your contract end date. We thank you for providing us with an opportunity to address your inquiry.
Sincerely,
Gexa Energy Customer Relations Department
October 2, 2015
[redacted]
[redacted] [redacted]
Mr. [redacted],
Review of your account shows a total of only 3 calls received from you while you were a Gexa Energy customer which are as follows:
On April 9, 2014, you called Gexa Energy stating that you received a letter indicating your contact phone number was incorrect and you wanted to provide your correct telephone number.
On September 15, 2014, you contacted Gexa Energy to find out why your bill was so high and a Customer Service Representative (CSR) informed you that it was due to the usage of 2855 kWh and a Late Payment Penalty charge of $9.98 and also your contract expired and you were on a higher variable rate. You asked the CSR if you signed a new contract could we backdate the rate to cover your last month’s bill and the CSR informed you that we could not. Therefore, you informed the CSR that you since you could not get the rate adjusted you would be cancelling your service.
On September 14, 2015, you called to find out why your account was turned over to collections as you thought your payment of $419.23 was your final payment. The CSR informed you that the $419.23 payment that was posted on 9/15/2014 was a late payment for your bill dated 8/16/2014 for the service period from 07/16/2014 to 08/14/2014. The CSR also informed you that your Transmission Distribution Provider (TDU), [redacted] had to do a final meter reading which was then provided to Gexa Energy. Mr. [redacted], you switched your service away from Gexa Energy on 9/15/2014; therefore, your final bill was issued on September 18, 2014, in the amount of $450.63 indicating the usage of 2952 kWh for the service period from 08/14/2014 to 09/15/2014 with the due date of October 8, 2014. Once payment in full has been received we will
As your Retail Electric Provider (REP) Gexa Energy bills your electric service based on the meter readings that are provided by your local TDU, [redacted]. The [redacted] 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 territory. The online account service is deactivated within 15 days of the account closing. You may contact our customer care center for payment options.
We sincerely apologize for this unfortunate chain of events. Again, we never received any returned mail; therefore, Gexa Energy assumes the statements were delivered as mailed. Also, in regards to your claim of speaking with a rude and disrespectful Gexa Energy Representative, this matter has been escalated to Gexa Energy’s Care Center Operations Manager for further review and handling. Gexa Energy prides our self on providing quality customer service and we certainly value the trust you place in us to serve you. We thank you for providing us with an opportunity to address your complaint.
Sincerely,
Gexa Energy Customer Relations Department
February 29, 2016
Jeffery [redacted]
[redacted].
Irving, TX [redacted]
RE: Revdex.com # [redacted]
Dear Mr. [redacted]
Our records indicate that a Gexa Energy Supervisor contacted you on 2/22/2016 and informed you that she would approve a customer satisfaction courtesy credit of $25.00. 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 you. We thank you for providing us with an opportunity to address your concerns.
Sincerely,
Gexa Energy Customer Relations Department
July 14, 2016
[redacted]
[redacted]
[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 $25.48 you already paid twice. You state that after speaking with Gexa Energy you were informed to disregard the bill but you recently received a collection notice for the same amount. Therefore, 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 $48.41 due on March 19, 2015.
On March 2, 2015, Gexa Energy received and posted payments in the amount of $48.41.
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 $72.68 due on April 6, 2015.
On March 19, 2015, Gexa Energy received and posted payments in the amount of $48.41.
On March 23, 2015, Gexa Energy received and posted a payment in the amount of $24.27.
On March 23, 2015, Gexa Energy received notification from [redacted] that the cardholder filed a Chargeback in the amount: $24.27 Claim: "Reason 75 / Cardholder Does Not Recognize Transaction; Case# [redacted]. Therefore, this amount was re-billed to your account leaving an outstanding balance of $24.27.
On April 6, 2015, Gexa Energy received and posted a payment in the amount of $24.27.
On April 7, 2015, Gexa Energy received notification from [redacted] that the cardholder filed a Chargeback in the amount: $24.27 Claim: "Reason 75 / Cardholder Does Not Recognize Transaction; Case# [redacted]. Again, this amount was re-billed to your account leaving an outstanding balance of $24.27.
On May 28, 2015, Gexa Energy generated an out-of-cycle final bill in the amount of $24.27 indicating the chargeback amount of $24.27 with the due date of June 18, 2015.
On June 18, 2015, an attempt to auto-draft the amount due of $24.27 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 $25.48 indicating a Late Payment Penalty of $1.21 with the due date of August 17, 2015.
On August 18, 2015, an attempt to auto-draft the amount due of $25.48 from your auto payment account was declined.
After not receiving a payment for the final balance on June 20, 2016, the balance of $25.48 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 $25.48 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 question. Therefore, the payments were refunded as a result of the disputes from your credit card company. However, your account was left with an outstanding balance of $25.48. We thank you for providing us with an opportunity to address the customer’s complaint.
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.