Your complaint states when you called to renew your contract your informed that your typically usage was between...
1000 & 2000 kWh and offered a plan that would better suite you with the energy charge of 3.2 cents per kWh and a $100 credit per month. You state that when you received your first bill it was for $390.0 the most expensive ever; therefore, you contacted Gexa Energy for clarification you were transferred from person to person and a few who indicated they were supervisors, all of whom stated there was nothing they could do.
You state your rate plan turned out to be 14 cents per kWh and the $100 credit was only given if you stayed between 1000 & 2000 kWh. When you asked why the sales guy did not specify, you were told he didn't have to and that it was your responsibility to download an app and tract your monthly usage and that was all. You state you are highly disappointed and dissatisfied with the poor customer service.
A detail investigation of your account revealed that you initiated service with Gexa Energy on May 14, 2015, for the service address of [redacted] under account # [redacted]. On July 6, 2016, you renewed your rate plan selecting the Gexa Prime 1500 12, a 12 month fixed rate plan with the energy charge of $0.0878 per kWh. Further review of your account revealed the following:
On July 8, 2016, Gexa Energy sent your Renewal 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 $0.0878 per kWh. The EFL also indicate the Average Price per kWh is $0.137 per kWh at 500 kWh, $0.032 per kWh at 1000 kWh and $0.079 per kWh at 2000 kWh. The EFL also indicates a Residential Usage Credit of $100.00 would be applied when the usage is between 1000 and 2000 kWh.
On July 21, 2016, Gexa Energy generated a bill with an energy charge of 0.0878 per kWh and the Average Price per kWh of 0.01283 per kWh with the total usage of 2956 kWh with a total amount of $387.16 due on August 8, 2016.
On July 22, 2016, you called to find out why you rate was so high and the CSR informed you that it was due to your high usage of 2956 kWh for the past billing cycle but you stated you were informed that you would get a $100.00 credit every month. Your call was transferred to a supervisor who pulled the enrollment call. After reviewing your enrollment call the supervisor that all rates were disclosed correctly as you were informed that the usage credit would be applied between 1000-2000 kwh and the rate would be at 3.2 cents at an average of 1000 kwh and 7.9 cents at an average of 2000 kWh. The supervisor then offered you a customer satisfaction credit of $50.00 but you declined and indicated you wanted to speak with a customer service manager. Therefore, a request for a call back from a call center manager was submitted.
Ms. [redacted], your Energy Charge didn’t change nor did the details of your usage credit; however, your Average Price Per kWh did change as described on your EFL because of your usage.
We sincerely apologize for any inconvenience this issue may have caused you. Please know that our offer of the customer satisfaction credit of $50.00 is still available if you want to reconsider. We thank you for providing us with an opportunity to address the customer’s complaint.
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 program. The letter also informed you that Each bill will reflect any Budget Bill payments made against the total outstanding amount due. This actual balance due is the amount that must be paid if you wish to opt out of the Budget Billing program.
Again Mr. [redacted], we sincerely apologize for any inconvenience this issue may have caused you. However, the accumulated variance (the lump sum payment you’re referring to) was part of your total balance due.
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.
Your complaint states the charge on the bill is higher than the rate in the electricity face labels. Last cycle (08/15/2016 to...
09/15/2016), you only used 870 kWh and with the rate in the electricity face label, the charge should be: 870 *0.079 = $68.73. The bill wrote $93.26.
A detail investigation of your account revealed that you initiated service with Gexa Energy on June 15, 2016, selecting the Gexa Choice Conserve 9 Plan, for the service address of [redacted] under account # [redacted]. Review of your account revealed the following:
On June 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 $0.0593 per kWh. The EFL also indicate the Average Price per kWh is $0.059 per kWh at 500 kWh, $0.079 per kWh at 1000 kWh and $0.101 per kWh at 2000 kWh. The EFL also indicates a Residential Usage Credit of $25.00 when the usage is less than 1001 kWh.
On July 16, 2016, Gexa Energy generated a bill with an energy charge of 0.0593 per kWh and the Average Price per kWh of 0.0531 per kWh with a total usage of 501 kWh with a total amount of $27.42 due on August 4, 2016.
On August 16, 2016, Gexa Energy generated a bill with an energy charge of 0.0593 per kWh and the Average Price per kWh of 0.0784 per kWh with a total usage of 1000 kWh with a total amount of $82.18 due on September 6, 2016.
On September 15, 2016, Gexa Energy generated a bill with an energy charge of 0.0593 per kWh and the Average Price per kWh of 0.0794 per kWh with a total usage of 870 kWh with a total amount of $11.95 due on October 5, 2016.
Mr. **, your Energy Charge didn’t change; however, your Average Price Per kWh did change as described on your EFL. The 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, 1,000 and 2,000 kilowatt hours per month; and
(ii) For small commercial customers, 1,500, 2,500, and 3,500 kilowatt hours per month. If demand charges apply assume a 30 percent load factor.
We sincerely apologize for any inconvenience this issue may have caused you. We thank you for providing us with an opportunity to address the customer’s complaint.
September 28,
","sans-serif">[redacted]
Rockwall, TX [redacted]
RE: Revdex.com # [redacted]
Dear Mr[redacted],
Gexa Energy received your complaint filed with the Houston RevDex.com (Revdex.com) on September 18, regarding your electric service
with Gexa Energy Your complaint states
you received a bill that was three times higher than previous months with
higher usageYou also state you were not given notice that the rate was
changing and when you called to see if there was any way it could be adjusted they
were rude and could care less about my issueYou state they refused to let you
speak with a manager You are requesting
to have your rate adjusted for that one month
A detail
investigation of your account revealed that you initiated service with Gexa
Energy on April 18, 2015, for the service address of [redacted]., Rockwall, TX
[redacted] under account # [redacted]You selected the Gexa Choice 3, a three month
fixed rate plan with the rate of $per kWhReview of your account
revealed the following details:
On
June 3, 2015, Gexa Energy sent your Renewal Notice indicating: "Your fixed rate service plan is
scheduled to expire on July 17, Be assured your electricity service will
continue if you do not choose a new fixed-rate service planIf a new
Gexa fixed-rate service plan is not selected by July 17,
2015, your electricity service will continue on a month-to-month basis
with the Gexa Bridge Plan at a variable price." The Bridge Plan variable rate of $was indicated on your
Electricity Facts Label (EFL) that was included with your Renewal Notice
(attached).On July 13, 2015, Gexa Energy generated a bill indicating
Your Energy Charge per kWh is $in the amount of $
due on July 31, 2015.On August 12, 2015, Gexa Energy generated a bill indicating Your Energy Charge per kWh is $in the amount of $due on August 31,
You failed to renew your fixed rate contract; therefore, on August 12,
2015, your rate was migrated to the Bridge Plan, a variable rate plan with
the rate of $as indicated within your Renewal Notice
On September 11, 2015, Gexa Energy generated a bill indicating Your Energy Charge per kWh is $in the amount of $due on September 30, 2015.On September 15, 2015, you called to find out
why your bill was so high and the Customer Service Representative informed you
that your bill increased because you failed to renew your contract and your
rate increasedYou then asked to speak to a Supervisor and the called was
transferred to a Gexa Energy SupervisorThe Supervisor also informed you that
your bill increased because you failed to renew your contract rate and your
account was migrated to the variable rate; therefore, Gexa Energy was unable to
adjust your bill
On September 18, 2015, Gexa Energy received and processed your
switch request
On September 21, 2015, Gexa Energy generated a final bill indicating Your Energy
Charge per kWh is $in the amount of $due on October 9,
As your Retail Electric
Provider (REP) Gexa Energy bills your electric service based on the meter
readings that are provided by your local TDUThe TDU is responsible for
reading and testing the meters, responding to service outages and maintenance
of their facilities and equipment within their service territoryAs
previously mentioned you
were sent a renewal notification On June 3, 2015, (attached) indicating your
contract's end date and rate change notification via mailMr[redacted], your bill increased because you failed to renew your contract
rate or switch your service prior to the end of your previous contract's end
date and your account was migrated to the bridge rate, therefore; Gexa Energy
is unable to warrant adjusting your bill
We sincerely apologize for any
inconvenience this issue may have caused the customer. We thank you for providing us with an
opportunity to address the customer's complaint
Gexa Energy Customer Relations Department
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 false. I was not provide a usage credit from this issue. Business is using a previous resolution to a previous issue. Company failed to address underlying issue. Company misleads customers and makes it impossible to address billings concerns through their call center due to long times regularly exceed 30 mins and reps failing to provide support. Even 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 experience. they mislead people and then rates increase after being locked into a contract. When 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 manager. I 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 $450.63 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]
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 exists. In addition, Gexa Energy did not easily provoke the contract even though it was obviously not my fault. Instead, 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 terminated. For one more time, the result of receiving $50 credit as well as selecting another provider without paying early termination fee was my own works. It was not Gexa Energly's generous offer in the first place. And one more thing Gexa Energy should be aware of, according to the previous response which stated, Gexas Energy offered the correct rate, etc. Thing is that offering means deals. On the other hand, I was looking for a correction which did not occur. And offering and correcting are 2 different concepts.Unfortunately, Gexa Energy did not admit that the company issued a contract which did not exists in the first place. And Gexa Energy was not willingly to terminate the so-called "fake" contract. Instead, Gexa Energy attempted to sign me up with other contracts which was not part of the solutions. I, therefore, reject the answer/explanation for one more time. Furthermore, I only accept the explanation in which Gexa Energy admits that the contract I agreed to sign-up was totally fake. And 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. No resolution has been proposed by Gexa. Just as when I contacted them two different times to discuss. Below is what was in the letter sent to me by Gexa's consumer relations department. This is not what happend to me. I got a large lump sum bill at the conclusion of the budget term. "Therefore, Gexa Energy will modify your Budget Bill Amount to help you avoid a large lump sum payment at the conclusion of the budget term.”
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.
I am very aware Gexa does not read my meter. I am also very aware that nowhere in my TOS or EFL did you inform me that during my 6 month contract I would have 7 billing cycles, 5 month-long billing cycles and 2 shortened billing cycles. I assure you, had that been clear in any of the documentation you sent to me or made available to me I would not have signed up for this plan. I am quite astounded that you think that hiding that fact in your TOS and EFL by saying "Gexa doesn't set the length of your billing cycle" is perfectly ok. To offer a plan that requires a minimum usage knowing that 29 out of 30 people are going to get at least one if not two shortened billing cycles with no plan to pro-rate the usage minimum or credit does not seem customer focused at all.
Regards,
Unhappy Customer (since we are too ashamed to use names)
August 2, 2016
[redacted]
RE: Revdex.com # [redacted]
Dear Ms. [redacted],
Your complaint states when you called to renew your contract your informed that your typically usage was between...
1000 & 2000 kWh and offered a plan that would better suite you with the energy charge of 3.2 cents per kWh and a $100 credit per month. You state that when you received your first bill it was for $390.0 the most expensive ever; therefore, you contacted Gexa Energy for clarification you were transferred from person to person and a few who indicated they were supervisors, all of whom stated there was nothing they could do.
You state your rate plan turned out to be 14 cents per kWh and the $100 credit was only given if you stayed between 1000 & 2000 kWh. When you asked why the sales guy did not specify, you were told he didn't have to and that it was your responsibility to download an app and tract your monthly usage and that was all. You state you are highly disappointed and dissatisfied with the poor customer service.
A detail investigation of your account revealed that you initiated service with Gexa Energy on May 14, 2015, for the service address of [redacted] under account # [redacted]. On July 6, 2016, you renewed your rate plan selecting the Gexa Prime 1500 12, a 12 month fixed rate plan with the energy charge of $0.0878 per kWh. Further review of your account revealed the following:
On July 8, 2016, Gexa Energy sent your Renewal 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 $0.0878 per kWh. The EFL also indicate the Average Price per kWh is $0.137 per kWh at 500 kWh, $0.032 per kWh at 1000 kWh and $0.079 per kWh at 2000 kWh. The EFL also indicates a Residential Usage Credit of $100.00 would be applied when the usage is between 1000 and 2000 kWh.
On July 21, 2016, Gexa Energy generated a bill with an energy charge of 0.0878 per kWh and the Average Price per kWh of 0.01283 per kWh with the total usage of 2956 kWh with a total amount of $387.16 due on August 8, 2016.
On July 22, 2016, you called to find out why you rate was so high and the CSR informed you that it was due to your high usage of 2956 kWh for the past billing cycle but you stated you were informed that you would get a $100.00 credit every month. Your call was transferred to a supervisor who pulled the enrollment call. After reviewing your enrollment call the supervisor that all rates were disclosed correctly as you were informed that the usage credit would be applied between 1000-2000 kwh and the rate would be at 3.2 cents at an average of 1000 kwh and 7.9 cents at an average of 2000 kWh. The supervisor then offered you a customer satisfaction credit of $50.00 but you declined and indicated you wanted to speak with a customer service manager. Therefore, a request for a call back from a call center manager was submitted.
Ms. [redacted], your Energy Charge didn’t change nor did the details of your usage credit; however, your Average Price Per kWh did change as described on your EFL because of your usage.
We sincerely apologize for any inconvenience this issue may have caused you. Please know that our offer of the customer satisfaction credit of $50.00 is still available if you want to reconsider. We thank you for providing us with an opportunity to address the customer’s complaint.
Gexa Energy Customer Relations Department
November 2, 2016
[redacted]
RE: Revdex.com # [redacted]
Dear Mr. /Ms. [redacted],
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 program. The letter also informed you that Each bill will reflect any Budget Bill payments made against the total outstanding amount due. This actual balance due is the amount that must be paid if you wish to opt out of the Budget Billing program.
Again Mr. [redacted], we sincerely apologize for any inconvenience this issue may have caused you. However, the accumulated variance (the lump sum payment you’re referring to) was part of your total balance due.
Gexa Energy Customer Relations Department
Mr. [redacted],
I have sent a copy to your Hotmail address.
Regards,
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.
[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.
September 23, 2016
[redacted]
RE: Revdex.com # [redacted]
Dear Mr. **,
Your complaint states the charge on the bill is higher than the rate in the electricity face labels. Last cycle (08/15/2016 to...
09/15/2016), you only used 870 kWh and with the rate in the electricity face label, the charge should be: 870 *0.079 = $68.73. The bill wrote $93.26.
A detail investigation of your account revealed that you initiated service with Gexa Energy on June 15, 2016, selecting the Gexa Choice Conserve 9 Plan, for the service address of [redacted] under account # [redacted]. Review of your account revealed the following:
On June 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 $0.0593 per kWh. The EFL also indicate the Average Price per kWh is $0.059 per kWh at 500 kWh, $0.079 per kWh at 1000 kWh and $0.101 per kWh at 2000 kWh. The EFL also indicates a Residential Usage Credit of $25.00 when the usage is less than 1001 kWh.
On July 16, 2016, Gexa Energy generated a bill with an energy charge of 0.0593 per kWh and the Average Price per kWh of 0.0531 per kWh with a total usage of 501 kWh with a total amount of $27.42 due on August 4, 2016.
On August 16, 2016, Gexa Energy generated a bill with an energy charge of 0.0593 per kWh and the Average Price per kWh of 0.0784 per kWh with a total usage of 1000 kWh with a total amount of $82.18 due on September 6, 2016.
On September 15, 2016, Gexa Energy generated a bill with an energy charge of 0.0593 per kWh and the Average Price per kWh of 0.0794 per kWh with a total usage of 870 kWh with a total amount of $11.95 due on October 5, 2016.
Mr. **, your Energy Charge didn’t change; however, your Average Price Per kWh did change as described on your EFL. The 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, 1,000 and 2,000 kilowatt hours per month; and
(ii) For small commercial customers, 1,500, 2,500, and 3,500 kilowatt hours per month. If demand charges apply assume a 30 percent load factor.
We sincerely apologize for any inconvenience this issue may have caused you. We thank you for providing us with an opportunity to address the customer’s complaint.
Gexa Energy Customer Relations Department
September 28,
","sans-serif">[redacted]
Rockwall, TX [redacted]
RE: Revdex.com # [redacted]
Dear Mr[redacted],
Gexa Energy received your complaint filed with the Houston RevDex.com (Revdex.com) on September 18, regarding your electric service
with Gexa Energy Your complaint states
you received a bill that was three times higher than previous months with
higher usageYou also state you were not given notice that the rate was
changing and when you called to see if there was any way it could be adjusted they
were rude and could care less about my issueYou state they refused to let you
speak with a manager You are requesting
to have your rate adjusted for that one month
A detail
investigation of your account revealed that you initiated service with Gexa
Energy on April 18, 2015, for the service address of [redacted]., Rockwall, TX
[redacted] under account # [redacted]You selected the Gexa Choice 3, a three month
fixed rate plan with the rate of $per kWhReview of your account
revealed the following details:
On
June 3, 2015, Gexa Energy sent your Renewal Notice indicating: "Your fixed rate service plan is
scheduled to expire on July 17, Be assured your electricity service will
continue if you do not choose a new fixed-rate service planIf a new
Gexa fixed-rate service plan is not selected by July 17,
2015, your electricity service will continue on a month-to-month basis
with the Gexa Bridge Plan at a variable price." The Bridge Plan variable rate of $was indicated on your
Electricity Facts Label (EFL) that was included with your Renewal Notice
(attached).On July 13, 2015, Gexa Energy generated a bill indicating
Your Energy Charge per kWh is $in the amount of $
due on July 31, 2015.On August 12, 2015, Gexa Energy generated a bill indicating Your Energy Charge per kWh is $in the amount of $due on August 31,
You failed to renew your fixed rate contract; therefore, on August 12,
2015, your rate was migrated to the Bridge Plan, a variable rate plan with
the rate of $as indicated within your Renewal Notice
On September 11, 2015, Gexa Energy generated a bill indicating Your Energy Charge per kWh is $in the amount of $due on September 30, 2015.On September 15, 2015, you called to find out
why your bill was so high and the Customer Service Representative informed you
that your bill increased because you failed to renew your contract and your
rate increasedYou then asked to speak to a Supervisor and the called was
transferred to a Gexa Energy SupervisorThe Supervisor also informed you that
your bill increased because you failed to renew your contract rate and your
account was migrated to the variable rate; therefore, Gexa Energy was unable to
adjust your bill
On September 18, 2015, Gexa Energy received and processed your
switch request
On September 21, 2015, Gexa Energy generated a final bill indicating Your Energy
Charge per kWh is $in the amount of $due on October 9,
As your Retail Electric
Provider (REP) Gexa Energy bills your electric service based on the meter
readings that are provided by your local TDUThe TDU is responsible for
reading and testing the meters, responding to service outages and maintenance
of their facilities and equipment within their service territoryAs
previously mentioned you
were sent a renewal notification On June 3, 2015, (attached) indicating your
contract's end date and rate change notification via mailMr[redacted], your bill increased because you failed to renew your contract
rate or switch your service prior to the end of your previous contract's end
date and your account was migrated to the bridge rate, therefore; Gexa Energy
is unable to warrant adjusting your bill
We sincerely apologize for any
inconvenience this issue may have caused the customer. We thank you for providing us with an
opportunity to address the customer's complaint
Gexa Energy Customer Relations Department
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 false. I was not provide a usage credit from this issue. Business is using a previous resolution to a previous issue. Company failed to address underlying issue. Company misleads customers and makes it impossible to address billings concerns through their call center due to long times regularly exceed 30 mins and reps failing to provide support. Even 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 experience. they mislead people and then rates increase after being locked into a contract. When 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 manager. I 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 $450.63 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]
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 exists. In addition, Gexa Energy did not easily provoke the contract even though it was obviously not my fault. Instead, 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 terminated. For one more time, the result of receiving $50 credit as well as selecting another provider without paying early termination fee was my own works. It was not Gexa Energly's generous offer in the first place. And one more thing Gexa Energy should be aware of, according to the previous response which stated, Gexas Energy offered the correct rate, etc. Thing is that offering means deals. On the other hand, I was looking for a correction which did not occur. And offering and correcting are 2 different concepts.Unfortunately, Gexa Energy did not admit that the company issued a contract which did not exists in the first place. And Gexa Energy was not willingly to terminate the so-called "fake" contract. Instead, Gexa Energy attempted to sign me up with other contracts which was not part of the solutions. I, therefore, reject the answer/explanation for one more time. Furthermore, I only accept the explanation in which Gexa Energy admits that the contract I agreed to sign-up was totally fake. And 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. No resolution has been proposed by Gexa. Just as when I contacted them two different times to discuss. Below is what was in the letter sent to me by Gexa's consumer relations department. This is not what happend to me. I got a large lump sum bill at the conclusion of the budget term. "Therefore, Gexa Energy will modify your Budget Bill Amount to help you avoid a large lump sum payment at the conclusion of the budget term.”
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.
I am very aware Gexa does not read my meter. I am also very aware that nowhere in my TOS or EFL did you inform me that during my 6 month contract I would have 7 billing cycles, 5 month-long billing cycles and 2 shortened billing cycles. I assure you, had that been clear in any of the documentation you sent to me or made available to me I would not have signed up for this plan. I am quite astounded that you think that hiding that fact in your TOS and EFL by saying "Gexa doesn't set the length of your billing cycle" is perfectly ok. To offer a plan that requires a minimum usage knowing that 29 out of 30 people are going to get at least one if not two shortened billing cycles with no plan to pro-rate the usage minimum or credit does not seem customer focused at all.
Regards,
Unhappy Customer (since we are too ashamed to use names)