To Whom It May Concern, Customer is on a plan that requires AutoPay and charges an $to customers who are not enrolled in AutoPayThis is a common practice that TruSmart was required to implement per the Public Utility Commission of Texas (PUCT)Customer has only been charged this $fee three times Customer claims his fees are do to his AutoPay fees, however, this is not the caseCustomer has late feesAs a courtesy, TruSmart has waived one late fee TruSmart has reached out to Customer and offered to waive to of his $fees (total amount of $23.90) if he agrees to sign up for AutoPayCustomer declined TruSmart's offerCustomer is encouraged to sign up for AutoPay so he does not incur any $fees or late fees
To Whom It May Concern: After reviewing the complaint, the customer’s main concern is how she became a customer with TruSmart Energy On April 9, 2015, Ms [redacted] (“Customer”) enrolled with TruSmart Energy (“TruSmart”) via a third party brokerThe broker was acting upon a signed Agreement (attached) that had not been terminated in writing by Customer It is TruSmart’s policy that if these customers are not happy with the switch, TruSmart will process an inadvertent gain request to send them back to their previous provider On April 20, 2015, Customer was switched back to their previous providerCustomer will not be charged any charges or penalties by TruSmart and will be refunded her payment in the amount of $ Please do not hesitate to contact us should you have any additional questions
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 Regards,This company has refused to send me any documentation backing up their claimProve that I owe you that money and and just don't claim that I do but actually send me a bill that shows those charges FROM THAT MONTHSend me ALL THE BILLS FROM to back up their claimIf not I can't pay them anymore moneyI don't just want you to send me some claim that "the bill was adjusted" but based on whatThey have deleted ALL past PDFs from last year and went on to delete this year to from my portal access as wellNow that I'm not a customer they have blocked all accessThe company also charged me the $they claimed I owed them from December Greedy, shady and totally unacceptable [redacted]
To Whom It May Concern, sans-serif;"> Unfortunately, [redacted] had a system glitch causing disconnection orders to go out multiple timesAs a result, there were issues getting accounts reconnected [redacted] reached out to ** [redacted] to explain the situation and in an effort to foster what will hopefully be a long lasting business relationship with ***, [redacted] credited his account in the amount of a $ [redacted] for the inconvenienceAdditionally, [redacted] offered to switch ** [redacted] to a post paid plan** [redacted] was satisfied with [redacted] ’ customer service and advised he would call back once he decides if he wants to switch to a post paid plan Thank you, [redacted] Staff Counsel [redacted]
To Whom It May Concern: Customer had requested a payment arrangement with TruSmart for the amount due on her billCustomer has had payment arrangements in the past with TruSmart that Customer did not honorIn an effort to work with Customer, TruSmart granted another payment arrangement and allowed Customer to pay her bill in two installmentsCustomer was asked to call back when she received her disconnect notice so that TruSmart could verify that Customer paid her first installment prior to waiving disconnectionCustomer never called TruSmartCustomer was disconnected but immediately reconnectedCustomer now has service
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 As far as I can tell, the error has been corrected, but that is also what I thought each of the previous times I called TruSmart With this complaint on file I hope I will not need to re-open it Complaint will be completely resolved with in time when I can verify TruSmart has not reported anything negatively on our credit report, and the $credit is applied
From: [redacted] Sent: Wednesday, June 18, 11:AMTo: drteamSubject: Fwd: FW: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] Hello, We have attempted to reach the customerUnfortunately, the customer is out of the country for a monthTruSmart will continue to try to reach the customer in order to help resolve his issues Thank you, [redacted] Staff Counsel [redacted] ***
To Whom It May Concern, Customer called TruSmart on June to request a move out of his serviceLater, TruSmart received a Market request, requesting TruSmart bring service back to CustomerOnce TruSmart opened an investigation, it was discovered that the Market request was for a different person than Customer TruSmart has credited Customer in the amount of $This credit will go back to Customer’s credit card per Customer’s requestTruSmart has spoken with Customer and Customer advised TruSmart that his complaint was satisfactorily resolved and that he would notify the Revdex.com of the resolution Thank you, [redacted] Staff Counsel [redacted]
To Whom It May Concern:
Customer states that he is having trouble contacting TruSmart and making a paymentTruSmart's records show Customer has contacted TruSmart but hung up after being on hold
anywhere from 1-minutesUnfortunately, TruSmart is experiencing high call volumes and the average wait is 2-minutes.
Customer's AutoPayment failedCustomer was advised of the declined payment the day before Customer filed this complaintCustomer was contacted by TruSmart again on *** *** ***, to notify Customer that he needs to reach TruSmart's customer service for assistance with his AutoPayCredit card information cannot be sent over email Customer also states that he is having trouble logging in to his account online and receiving his billTruSmart has no reported issues of errors with Customer's online log insAdditionally, Customer's bill has been sent to his address of file for every bill period
The absolute worse energy company I've ever dealt withI cancelled my account back in March and paid my final billBeing active duty on military and traveling as much as we do, you never have to pay for early disconnectsThese guys kept calling me months after I left Texas to pay an early termination fee when I already provided them a copy of my ordersThey then just keep saying its a new system, they don't know why its showing the wrong bill amount all the timeBiggest scammers I ever talked to and every one working for them has no idea what the hell they are doingThen they call me and say we attempted to autodraft from your account and it was deniedYea it was denied, I cancelled my account with you guys months ago! Even my bank thinks you people are crazy! Trust me, go somewhere else for electric!
To Whom It May Concern,
class="MsoNormal" "margin-bottom: 0.0001pt; line-height: normal;">On *** ** ***, TruSmart sent
Customer a Contract Expiration Notice to notify Customer that her plan was
expiring on *** *** ***4, and explain her available options
TruSmart did not hear from Customer
and therefore Customer remained a Customer and her plan was switched to the
month-to-month Default plan, as stated in her contract expiration letter, as
well in her contract documents, specifically her Terms of Service (attached)
On *** *** *** Customer called TruSmart
to inquire as to why her account was not canceled automaticallyAs in common
practice, it is Customer’s responsibility to call in and cancel as well as
notify TruSmart of a move outThis was explained to Customer by a TruSmart
Customer Service Supervisor
Customer is no longer a TruSmart
customer, however, Customer remains responsible for the usage up until the date
she called to notify TruSmart of her move out and desire to cancel her
contract
TruSmart regrets that Customer was
not pleased with TruSmart’s Customer ServiceTruSmart pulled Customer’s call in
order to further investigate Customer’s claimsAs previously mentioned, TruSmart's Customer Service Supervisor informed Customer of the terms in her contractCustomer became increasingly
frustrated when she found out she would be liable for her charges prior to
informing TruSmart of her move out and cancellation
Please feel free to contact me if
you are in need of any additional information or if you have any further
questions
Thank you,
*** ***
Staff Counsel
***ofc
To Whom It May Concern,
"line-height: normal;">Customer is on a plan that requires AutoPay and charges an $to customers who are not enrolled in AutoPayThis is a common practice that TruSmart was required to implement per the Public Utility Commission of Texas (PUCT)Customer has only been charged this $fee three times
Customer claims his fees are do to his AutoPay fees, however, this is not the caseCustomer has late feesAs a courtesy, TruSmart has waived one late fee
TruSmart has reached out to Customer and offered to waive to of his $fees (total amount of $23.90) if he agrees to sign up for AutoPayCustomer declined TruSmart's offerCustomer is encouraged to sign up for AutoPay so he does not incur any $fees or late fees
Revdex.com:
This letter is to inform you that Trusmart Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/23/
12:00:AM and assigned ID ***
Regards,
*** ***
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. As far as I can tell, the error has been corrected, but that is also what I thought each of the previous times I called TruSmart. With this complaint on file I hope I will not need to re-open it. Complaint will be completely resolved with in time when I can verify TruSmart has not reported anything negatively on our credit report, and the $25 credit is applied.
To Whom It May Concern:
Customer had requested a payment arrangement with TruSmart for the amount due on her bill. Customer has had payment arrangements in the past with TruSmart that Customer did not honor. In an effort to work with Customer,...
TruSmart granted another payment arrangement and allowed Customer to pay her bill in two installments. Customer was asked to call back when she received her disconnect notice so that TruSmart could verify that Customer paid her first installment prior to waiving disconnection. Customer never called TruSmart. Customer was disconnected but immediately reconnected. Customer now has service.
Customer
called TruSmart on June 13 2013 to request a move out of his service. Later,
TruSmart received a Market request, requesting TruSmart bring service back to
Customer. Once TruSmart opened an investigation, it was discovered that the
Market request was for a different person than Customer.
TruSmart
has credited Customer in the amount of $315.02. This credit will go back to
Customer’s credit card per Customer’s request. TruSmart has spoken with
Customer and Customer advised TruSmart that his complaint was satisfactorily
resolved and that he would notify the Revdex.com of the resolution.
the complaint, the customer’s main
concern is how she became a customer with TruSmart Energy.
On April 9, 2015, Ms. [redacted] (“Customer”) enrolled
with TruSmart Energy (“TruSmart”) via a third party broker. The broker was
acting upon a signed Agreement (attached) that had not been terminated in
writing by Customer. It is TruSmart’s
policy that if these customers are not happy with the switch, TruSmart will
process an inadvertent gain request to send them back to their previous
provider.
On April 20, 2015, Customer was switched back to their
previous provider. Customer will not be charged any charges or penalties by
TruSmart and will be refunded her payment in the amount of $34.52.
Please do not hesitate to contact us should you have
any additional questions.
To Whom It May Concern: Customer contacted TruSmart because he did not believe he was receiving his Free Sundays, as they were not appearing on his invoice. TruSmart advised Customer that TruSmart has switched to a new billing provider, and as such, the...
appearance of the invoice has changed. However, this issue has since been corrected and Customer will now be able to see his Free Sunday credits going forward. Additionally, TruSmart gave Customer the breakdown of his uses and charges in an effort to clear up any confusion. Thank you, [redacted] Staff Counsel [redacted] [redacted]
To Whom It May Concern:
Roman","serif"">After reviewing the complaint, the customer’s main
concern is why he received a disconnection notice.
On [redacted] (“Customer”) contacted
TruSmart Energy (“TruSmart”) to inquire as to why the price of her bill was so
high. TruSmart responded to Customer the same day and notified Customer that due
to a glitch in TruSmart’s billing system, Customer was billed incorrectly.
TruSmart told Customer to disregard the invoice. Unfortunately, due to the fact
that Customer was enrolled in AutoPay, the charges appeared as “pending” on his account, causing the account to be temporarily frozen.
On [redacted], Customer contacted TruSmart to
notify TruSmart of the situation. TruSmart had the pending charge corrected the
same day. TruSmart explained the situation and Customer understood. TruSmart
also advised Customer that he would be credited if any fees appeared due to
the error.
Regrettably, because the incorrect bill was issued,
a disconnection notice was automatically processed and sent to Customer. At no
point was Customer ever in jeopardy of getting disconnected, nor were any fees
assessed against Customer’s account. This error in TruSmart’s billing system has
since been corrected.
TruSmart apologizes for the inconvenience to
Customer and has issued a $25.00 courtesy credit to Customer’s account.
Please do not hesitate to contact us should you have
any additional questions.
To Whom It May Concern,
sans-serif;"> Unfortunately, [redacted] had a system
glitch causing disconnection orders to go out multiple times. As a result,
there were issues getting accounts reconnected. [redacted] reached out to **.
[redacted] to explain the situation and in an effort to foster what will hopefully
be a long lasting business relationship with **. [redacted], [redacted] credited
his account in the amount of a $[redacted] for the inconvenience. Additionally,
[redacted] offered to switch **. [redacted] to a post paid plan. **. [redacted] was satisfied with [redacted]’ customer service and advised he would call back
once he decides if he wants to switch to a post paid plan.
To Whom It May Concern, Customer is on a plan that requires AutoPay and charges an $to customers who are not enrolled in AutoPayThis is a common practice that TruSmart was required to implement per the Public Utility Commission of Texas (PUCT)Customer has only been charged this $fee three times Customer claims his fees are do to his AutoPay fees, however, this is not the caseCustomer has late feesAs a courtesy, TruSmart has waived one late fee TruSmart has reached out to Customer and offered to waive to of his $fees (total amount of $23.90) if he agrees to sign up for AutoPayCustomer declined TruSmart's offerCustomer is encouraged to sign up for AutoPay so he does not incur any $fees or late fees
To Whom It May Concern: After reviewing the complaint, the customer’s main concern is how she became a customer with TruSmart Energy On April 9, 2015, Ms [redacted] (“Customer”) enrolled with TruSmart Energy (“TruSmart”) via a third party brokerThe broker was acting upon a signed Agreement (attached) that had not been terminated in writing by Customer It is TruSmart’s policy that if these customers are not happy with the switch, TruSmart will process an inadvertent gain request to send them back to their previous provider On April 20, 2015, Customer was switched back to their previous providerCustomer will not be charged any charges or penalties by TruSmart and will be refunded her payment in the amount of $ Please do not hesitate to contact us should you have any additional questions
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 Regards,This company has refused to send me any documentation backing up their claimProve that I owe you that money and and just don't claim that I do but actually send me a bill that shows those charges FROM THAT MONTHSend me ALL THE BILLS FROM to back up their claimIf not I can't pay them anymore moneyI don't just want you to send me some claim that "the bill was adjusted" but based on whatThey have deleted ALL past PDFs from last year and went on to delete this year to from my portal access as wellNow that I'm not a customer they have blocked all accessThe company also charged me the $they claimed I owed them from December Greedy, shady and totally unacceptable [redacted]
To Whom It May Concern, sans-serif;"> Unfortunately, [redacted] had a system glitch causing disconnection orders to go out multiple timesAs a result, there were issues getting accounts reconnected [redacted] reached out to ** [redacted] to explain the situation and in an effort to foster what will hopefully be a long lasting business relationship with ***, [redacted] credited his account in the amount of a $ [redacted] for the inconvenienceAdditionally, [redacted] offered to switch ** [redacted] to a post paid plan** [redacted] was satisfied with [redacted] ’ customer service and advised he would call back once he decides if he wants to switch to a post paid plan Thank you, [redacted] Staff Counsel [redacted]
To Whom It May Concern: Customer had requested a payment arrangement with TruSmart for the amount due on her billCustomer has had payment arrangements in the past with TruSmart that Customer did not honorIn an effort to work with Customer, TruSmart granted another payment arrangement and allowed Customer to pay her bill in two installmentsCustomer was asked to call back when she received her disconnect notice so that TruSmart could verify that Customer paid her first installment prior to waiving disconnectionCustomer never called TruSmartCustomer was disconnected but immediately reconnectedCustomer now has service
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 As far as I can tell, the error has been corrected, but that is also what I thought each of the previous times I called TruSmart With this complaint on file I hope I will not need to re-open it Complaint will be completely resolved with in time when I can verify TruSmart has not reported anything negatively on our credit report, and the $credit is applied
From: [redacted] Sent: Wednesday, June 18, 11:AMTo: drteamSubject: Fwd: FW: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] Hello, We have attempted to reach the customerUnfortunately, the customer is out of the country for a monthTruSmart will continue to try to reach the customer in order to help resolve his issues Thank you, [redacted] Staff Counsel [redacted] ***
To Whom It May Concern, Customer called TruSmart on June to request a move out of his serviceLater, TruSmart received a Market request, requesting TruSmart bring service back to CustomerOnce TruSmart opened an investigation, it was discovered that the Market request was for a different person than Customer TruSmart has credited Customer in the amount of $This credit will go back to Customer’s credit card per Customer’s requestTruSmart has spoken with Customer and Customer advised TruSmart that his complaint was satisfactorily resolved and that he would notify the Revdex.com of the resolution Thank you, [redacted] Staff Counsel [redacted]
To Whom It May Concern:
Customer states that he is having trouble contacting TruSmart and making a paymentTruSmart's records show Customer has contacted TruSmart but hung up after being on hold
anywhere from 1-minutesUnfortunately, TruSmart is experiencing high call volumes and the average wait is 2-minutes.
Customer's AutoPayment failedCustomer was advised of the declined payment the day before Customer filed this complaintCustomer was contacted by TruSmart again on *** *** ***, to notify Customer that he needs to reach TruSmart's customer service for assistance with his AutoPayCredit card information cannot be sent over email Customer also states that he is having trouble logging in to his account online and receiving his billTruSmart has no reported issues of errors with Customer's online log insAdditionally, Customer's bill has been sent to his address of file for every bill period
The absolute worse energy company I've ever dealt withI cancelled my account back in March and paid my final billBeing active duty on military and traveling as much as we do, you never have to pay for early disconnectsThese guys kept calling me months after I left Texas to pay an early termination fee when I already provided them a copy of my ordersThey then just keep saying its a new system, they don't know why its showing the wrong bill amount all the timeBiggest scammers I ever talked to and every one working for them has no idea what the hell they are doingThen they call me and say we attempted to autodraft from your account and it was deniedYea it was denied, I cancelled my account with you guys months ago! Even my bank thinks you people are crazy! Trust me, go somewhere else for electric!
To Whom It May Concern,
class="MsoNormal" "margin-bottom: 0.0001pt; line-height: normal;">On *** ** ***, TruSmart sent
Customer a Contract Expiration Notice to notify Customer that her plan was
expiring on *** *** ***4, and explain her available options
TruSmart did not hear from Customer
and therefore Customer remained a Customer and her plan was switched to the
month-to-month Default plan, as stated in her contract expiration letter, as
well in her contract documents, specifically her Terms of Service (attached)
On *** *** *** Customer called TruSmart
to inquire as to why her account was not canceled automaticallyAs in common
practice, it is Customer’s responsibility to call in and cancel as well as
notify TruSmart of a move outThis was explained to Customer by a TruSmart
Customer Service Supervisor
Customer is no longer a TruSmart
customer, however, Customer remains responsible for the usage up until the date
she called to notify TruSmart of her move out and desire to cancel her
contract
TruSmart regrets that Customer was
not pleased with TruSmart’s Customer ServiceTruSmart pulled Customer’s call in
order to further investigate Customer’s claimsAs previously mentioned, TruSmart's Customer Service Supervisor informed Customer of the terms in her contractCustomer became increasingly
frustrated when she found out she would be liable for her charges prior to
informing TruSmart of her move out and cancellation
Please feel free to contact me if
you are in need of any additional information or if you have any further
questions
Thank you,
*** ***
Staff Counsel
***ofc
To Whom It May Concern,
"line-height: normal;">Customer is on a plan that requires AutoPay and charges an $to customers who are not enrolled in AutoPayThis is a common practice that TruSmart was required to implement per the Public Utility Commission of Texas (PUCT)Customer has only been charged this $fee three times
Customer claims his fees are do to his AutoPay fees, however, this is not the caseCustomer has late feesAs a courtesy, TruSmart has waived one late fee
TruSmart has reached out to Customer and offered to waive to of his $fees (total amount of $23.90) if he agrees to sign up for AutoPayCustomer declined TruSmart's offerCustomer is encouraged to sign up for AutoPay so he does not incur any $fees or late fees
Revdex.com:
This letter is to inform you that Trusmart Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/23/
12:00:AM and assigned ID ***
Regards,
*** ***
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. As far as I can tell, the error has been corrected, but that is also what I thought each of the previous times I called TruSmart. With this complaint on file I hope I will not need to re-open it. Complaint will be completely resolved with in time when I can verify TruSmart has not reported anything negatively on our credit report, and the $25 credit is applied.
To Whom It May Concern:
Customer had requested a payment arrangement with TruSmart for the amount due on her bill. Customer has had payment arrangements in the past with TruSmart that Customer did not honor. In an effort to work with Customer,...
TruSmart granted another payment arrangement and allowed Customer to pay her bill in two installments. Customer was asked to call back when she received her disconnect notice so that TruSmart could verify that Customer paid her first installment prior to waiving disconnection. Customer never called TruSmart. Customer was disconnected but immediately reconnected. Customer now has service.
To Whom It May Concern,
...
Customer
called TruSmart on June 13 2013 to request a move out of his service. Later,
TruSmart received a Market request, requesting TruSmart bring service back to
Customer. Once TruSmart opened an investigation, it was discovered that the
Market request was for a different person than Customer.
TruSmart
has credited Customer in the amount of $315.02. This credit will go back to
Customer’s credit card per Customer’s request. TruSmart has spoken with
Customer and Customer advised TruSmart that his complaint was satisfactorily
resolved and that he would notify the Revdex.com of the resolution.
Thank you,
[redacted]
Staff Counsel
[redacted]
To Whom It May Concern:
After reviewing...
the complaint, the customer’s main
concern is how she became a customer with TruSmart Energy.
On April 9, 2015, Ms. [redacted] (“Customer”) enrolled
with TruSmart Energy (“TruSmart”) via a third party broker. The broker was
acting upon a signed Agreement (attached) that had not been terminated in
writing by Customer. It is TruSmart’s
policy that if these customers are not happy with the switch, TruSmart will
process an inadvertent gain request to send them back to their previous
provider.
On April 20, 2015, Customer was switched back to their
previous provider. Customer will not be charged any charges or penalties by
TruSmart and will be refunded her payment in the amount of $34.52.
Please do not hesitate to contact us should you have
any additional questions.
To Whom It May Concern: Customer contacted TruSmart because he did not believe he was receiving his Free Sundays, as they were not appearing on his invoice. TruSmart advised Customer that TruSmart has switched to a new billing provider, and as such, the...
appearance of the invoice has changed. However, this issue has since been corrected and Customer will now be able to see his Free Sunday credits going forward. Additionally, TruSmart gave Customer the breakdown of his uses and charges in an effort to clear up any confusion. Thank you, [redacted] Staff Counsel [redacted] [redacted]
To Whom It May Concern:
Roman","serif"">After reviewing the complaint, the customer’s main
concern is why he received a disconnection notice.
On [redacted] (“Customer”) contacted
TruSmart Energy (“TruSmart”) to inquire as to why the price of her bill was so
high. TruSmart responded to Customer the same day and notified Customer that due
to a glitch in TruSmart’s billing system, Customer was billed incorrectly.
TruSmart told Customer to disregard the invoice. Unfortunately, due to the fact
that Customer was enrolled in AutoPay, the charges appeared as “pending” on his account, causing the account to be temporarily frozen.
On [redacted], Customer contacted TruSmart to
notify TruSmart of the situation. TruSmart had the pending charge corrected the
same day. TruSmart explained the situation and Customer understood. TruSmart
also advised Customer that he would be credited if any fees appeared due to
the error.
Regrettably, because the incorrect bill was issued,
a disconnection notice was automatically processed and sent to Customer. At no
point was Customer ever in jeopardy of getting disconnected, nor were any fees
assessed against Customer’s account. This error in TruSmart’s billing system has
since been corrected.
TruSmart apologizes for the inconvenience to
Customer and has issued a $25.00 courtesy credit to Customer’s account.
Please do not hesitate to contact us should you have
any additional questions.
To Whom It May Concern,
sans-serif;"> Unfortunately, [redacted] had a system
glitch causing disconnection orders to go out multiple times. As a result,
there were issues getting accounts reconnected. [redacted] reached out to **.
[redacted] to explain the situation and in an effort to foster what will hopefully
be a long lasting business relationship with **. [redacted], [redacted] credited
his account in the amount of a $[redacted] for the inconvenience. Additionally,
[redacted] offered to switch **. [redacted] to a post paid plan. **. [redacted] was satisfied with [redacted]’ customer service and advised he would call back
once he decides if he wants to switch to a post paid plan.
Thank you,
[redacted]
Staff Counsel
[redacted]