Customer is concerned about his amount due to TruSmart....
Due to TruSmart’s
billing migration in December, certain charges were delayed in order to ensure accuracy in TruSmart's new billing system. Customer's account was reviewed and Customer was back billed the rightful amount for his energy usage that wasn't previously included on his invoice. TruSmart apologizes for the delay and any confusion as a result. Customer is no longer with TruSmart. Customer's remaining amount due is $190.48.
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.
Trusmart is stating incorrect facts here. If my EFL had AutoPay fees then why was I not charged fees for the first 10 months that I was with them? If they want to suddenly start charging me fees in the middle of my term then they should inform me first. They never did.
When I called they said that they will waive the fees for 2 out of 3 instances. While I am asking them to waive all the fees and am willing to enroll in Autopay if they do that (if I am told the terms clearly the first time I am rational enough to comply)
Now after I told them on my 5th and 6th call that I will be travelling internationally and will not be available and hence need to speak to a supervisor asap, they still did NOT connect me to one to resolve the matter.
Also, I do not have 6 late fees. I called Trusmart 6 times to resolve this, each time after an average of 45 mins of hold I do not get any resolution. Also,when I am late I have paid the late fees, now due to the pending 11.95, which I have not paid they are charging me late fees on this disputed amount. This is an incorrect billing practice. Trusmart creates a lot of hassle for its customers instead of helping them.
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. Regards,This company has refused to send me any documentation backing up their claim. Prove 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 MONTH. Send me ALL THE BILLS FROM 2014 to back up their claim. If not I can't pay them anymore money. I don't just want you to send me some claim that "the bill was adjusted" but based on what. They have deleted ALL past PDFs from last year and went on to delete this year to from my portal access as well.
Now that I'm not a customer they have blocked all access.
The company also charged me the $91 they claimed I owed them from December.
Greedy, shady and totally unacceptable.
[redacted]
From: [redacted] Sent: Wednesday, June 18, 2014 11:29 AMTo: drteamSubject: Fwd: FW: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]
Hello,
We have attempted to reach the customer. Unfortunately, the customer is out of the country for a month. TruSmart will continue to try to reach the customer in order to help resolve his issues.
Thank you,
Customer is concerned about his amount due to TruSmart....
Due to TruSmart’s
billing migration in December, certain charges were delayed in order to ensure accuracy in TruSmart's new billing system. Customer's account was reviewed and Customer was back billed the rightful amount for his energy usage that wasn't previously included on his invoice. TruSmart apologizes for the delay and any confusion as a result. Customer is no longer with TruSmart. Customer's remaining amount due is $190.48.
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.
Trusmart is stating incorrect facts here. If my EFL had AutoPay fees then why was I not charged fees for the first 10 months that I was with them? If they want to suddenly start charging me fees in the middle of my term then they should inform me first. They never did.
When I called they said that they will waive the fees for 2 out of 3 instances. While I am asking them to waive all the fees and am willing to enroll in Autopay if they do that (if I am told the terms clearly the first time I am rational enough to comply)
Now after I told them on my 5th and 6th call that I will be travelling internationally and will not be available and hence need to speak to a supervisor asap, they still did NOT connect me to one to resolve the matter.
Also, I do not have 6 late fees. I called Trusmart 6 times to resolve this, each time after an average of 45 mins of hold I do not get any resolution. Also,when I am late I have paid the late fees, now due to the pending 11.95, which I have not paid they are charging me late fees on this disputed amount. This is an incorrect billing practice. Trusmart creates a lot of hassle for its customers instead of helping them.
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. Regards,This company has refused to send me any documentation backing up their claim. Prove 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 MONTH. Send me ALL THE BILLS FROM 2014 to back up their claim. If not I can't pay them anymore money. I don't just want you to send me some claim that "the bill was adjusted" but based on what. They have deleted ALL past PDFs from last year and went on to delete this year to from my portal access as well.
Now that I'm not a customer they have blocked all access.
The company also charged me the $91 they claimed I owed them from December.
Greedy, shady and totally unacceptable.
[redacted]
From: [redacted] Sent: Wednesday, June 18, 2014 11:29 AMTo: drteamSubject: Fwd: FW: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]
Hello,
We have attempted to reach the customer. Unfortunately, the customer is out of the country for a month. TruSmart will continue to try to reach the customer in order to help resolve his issues.
Thank you,
[redacted]
Staff Counsel
[redacted]