Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] is disputing the terms offered from a door to door agent for electric service at [redacted] *** History On May 9, 2015, Mr [redacted] via a Reliant door to door sales agent completed an online enrollment and agreed to enroll his electric service account at [redacted] to Reliant effective for the next available date Mr [redacted] enrolled on the Reliant [redacted] *** This plan includes an energy charge of 1.2¢ per kWh for usage up to kWh and 8.4¢ per kWh for usage over kWh, TDSP delivery charges of $per month and 3.3344¢ per kWh, and a base charge of $ Mr [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by email on May 9, On June 1, 2015, Mr [redacted] contacted Reliant to dispute the cancellation fee assessed from his previous provider and requested reimbursement of the cancellation fee from Reliant or to be reinstated with his previous provider The agent advised that due to the enrollment completing online, the enrollment was valid for the account Mr [redacted] continued to dispute the enrollment and disconnected the call Resolution Reliant regrets any inconvenience these proceedings may have caused Mr [redacted] Mr [redacted] ’s concerns regarding the Reliant door-to-door sales representative have been addressed Additionally, feedback from MrBennett’s experience has been forwarded to the appropriate departments to insure that best practices are followed by Reliant representatives As a courtesy, a request has been processed to reinstate Mr [redacted] ’s service with his previous provider and no charges would be assessed from Reliant On June 2, 2015, Mr [redacted] was contacted and advised of the steps being taken to reinstate service to his previous provider The issue is currently ongoing at this time For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Bern H [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal Reliant regrets any inconvenience these proceedings may have caused Mr [redacted] , and we understand Mr [redacted] ’ concerns regarding the representation of the price plan A review of the dispute and the account indicates that proper notification of the contract expiration notice (CEN) was sent to Ms [redacted] on December 28, advising that the current price plan was expiring and that the account would transition to the Reliant Monthly Flex plan that would charge cents/kWh for kWh with the first meter read date after February 1, unless Ms [redacted] enrolls in an alternate price plan or if she switches her electric service to another retail electric provider (REP) The corresponding Electricity Facts Label (EFL) for the Reliant Monthly Flex plan was issued for the plan The EFL also states, “Except for price changes allowed by law or regulatory, this price is the price that will be applied during your first billing cycle; this price may change in subsequent months at the sole discretion of Reliant.” Ms [redacted] ’ account has been invoiced in accordance with his Terms of Service No adjustments are warranted at this time Bern H [redacted] Customer Support 713-488-
Revdex.com: This letter is to inform you that Reliant Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/11/and assigned [redacted] Reliant has refunded my moneyI am satisfied and you can close my case.Thank you!B [redacted] Shiffler
At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see attached for a summary of our findings For any additional questions about this concern, please contact me at the number below I’m available Monday through Friday from a.mto p.mDeidra [redacted] Customer Support713-488-
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Ms [redacted] is disputing the billing invoice for electric service at [redacted] *** History On July 16, 2015, an invoice for $with a due date of August 17, was sent for the billing period of June 12, through July 14, with a Balance Forward of $280.00, a Current Balanced Billing Amount of $280.00, Total Current Non-Electricity Charges of $4.99, and a Late Payment Penalty of $ This invoice also states "After payment of your monthly Total Due, your Deferred Balance will be a credit of $394.55" On July 17, 2015, a payment of $was posted to the account On July 20, 2015, Ms [redacted] contacted Reliant to inquire on the balanced billing option for the account The Reliant agent reviewed the account and advised of the terms for the balanced billing and offered to transition the account to average billing Ms [redacted] accepted and the Reliant agent processed the request The agent advised to allow 1-billing cycles for the request to complete Ms [redacted] requested that the late payment penalty of $be credited back The Reliant agent advised that the late payment penalty could not be reversed due to a previous late penalty fee reversal as a courtesy to the account Resolution Reliant’s Balanced Billing plan is a budgeting tool that allows customers to pay an averaged amount each month to even out the highs and lows of seasonal changes The deferred balance is the cumulative difference between the monthly Reliant Balanced Billing amount and the actual bill Reliant regrets any inconvenience these proceedings may have caused Ms [redacted] however, the account has been invoiced correctly based upon the terms and conditions of Reliant's Balanced Billing program and in accordance with the terms of serviceMs [redacted] 's account balance is correct As a courtesy to the account, the late charge of $was credited to the account The request to transition the account from the Balanced Billing option to the Average Billing option has been processed and a corrected invoice will be issued reflecting the Average Billing option Multiple attempts to contact Ms [redacted] have been unsuccessful For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Bern H [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hear [redacted] from our customers and want to ensure their concerns are addressed Please see below for a summary of our find***s: Issue Mr [redacted] is request*** compensation due to a loss of power at [redacted] History On September 2, 2015, Ms [redacted] contacted Reliant and agreed to enroll the electric service at [redacted] effective September 15, On September 8, 2015, Ms [redacted] contacted Reliant and requested to cancel the enrollment request scheduled for September 15, and requested to enroll the electric service effective September 9, Multiple contacts were received from Mr [redacted] and Ms [redacted] on September 15, 2015, due to no powerThe Reliant representatives contacted [redacted] and was advised that a move-out request by the previous tenant was completedA priority morequest was submitted to connect the electric service at Mr***’s premise and he was advised that the morequest will be worked within hoursMr [redacted] requested compensation and was advised to call back and submit a claim for any lossesAdditionally, a Reliant representative offered to compensate him $to $for his customer experience Resolution Reliant regrets and apologizes for any inconvenience these proceed***s may have caused Mr***As previously stated [redacted] advised that due to multiple requests received for the premise, the previously submitted move-out request was completed and resulted in a loss of power As a courtesy, $will be credited to the account for Mr***’s customer experienceIf there were any losses or expenses incurred as a result of the loss of power, Mr [redacted] can provide documentation and we will submit a claims request on his behalf for review For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Crystal K [redacted]
At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see the attached for a summary of our findingsFor any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.mDeidra [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressedPlease see below for a summary of our findings: Issue Ms [redacted] states that she has contacted Reliant several times about her move from [redacted] *** History On December 9, 2015, a mowas requested at [redacted] by another Reliant customer effective December 15, resulting in the closure of Mr***'s account On December 17, 2015, Ms [redacted] contacted Reliant requesting the status of her account and she was advised that her account was pending closure effective December 15, Ms [redacted] advised that she made a request to cancel her electric service account in September At that time, the Reliant representative advised Ms [redacted] that Reliant's records did not reflect that there was a previous request to cancel the electric service account at [redacted] *** On January 5, 2016, an invoice for $was sent for the billing period of December 15, through December 31, with a returned Payment of $and Current Charges of $ Due to a change in the other Reliant customer's modate Ms***'s account was not cancelled until January 29, On February 2, 2016, a final invoice for $was sent for the final billing period of December 31, through January 29, with a Balance Forward of $25.35, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $and Current Charges of $ On February 6, 2016, Ms [redacted] contacted Reliant disputing the February 2, invoiced amount and date; therefore, a request was opened to investigate her account Resolution On February 8, 2016, the investigation determined that due to the change of the pending morequest made by another Reliant customer for [redacted] Ms***'s account remained activeReliant's records do not reflect a request to cancel Ms***'s electric service account was received before December 17, 2015; therefore, a credit in the amount of $for consumption from December 17, through January 29, (kWh) has been applied to her account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Deidra [redacted] Customer Support 713-488-
[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, but I would like to note that I have never had service disconnected for non-payment as suggested, and I still think that it was an unfair decision
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is disputing not receiving [redacted] awards [redacted] for electric service at [redacted] History On December 24, 2014, [redacted] completed an online enrollment and agreed to switch his electric service effective the next scheduled meter read date [redacted] agreed to enroll in Reliant's Secure - Plan with [redacted] *** This plan offers an energy charge of 8.7¢ per kWh, Oncor Electric Delivery Charges of $per month and ¢ per kWh and a base charge of $per billing cycle The term of this plan is months and it has a $early cancellation fee This plan includes a sign up incentive of 15, [redacted] and additional [redacted] for each billing cycle that [redacted] completed with Reliant For the full term of the plan, the total incentive would be 27, [redacted] *** [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the email as of December 24, On May 27, 2015, [redacted] contacted Reliant to advise that the [redacted] have not been credited to his [redacted] account The agent reviewed the account and advised that the issue would be researched concerning the missing award [redacted] for the account On June 19, 2015, [redacted] contacted Reliant for an update to the [redacted] not being awarded to the account The agent reviewed the account and advised that the [redacted] would apply to the account within 7-business days from the date of May 29, On July 6, 2015, [redacted] contacted Reliant for an update to the [redacted] not being awarded to the account The agent reviewed the account sent a request to have the [redacted] issue investigated on [redacted] ***'s behalf Resolution Reliant regrets any inconvenience these proceedings may have caused, and we understand [redacted] ***'s concerns regarding the award *** A request has been processed to have the amount of 19,award [redacted] placed to [redacted] ***'s [redacted] account for the accumulated bonus [redacted] for the week ending July 17, On July 20, 2015, a Reliant representative attempted to contact [redacted] to advise of the [redacted] being placed to the account but was unsuccessful For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Bern H [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is disputing the account balance for electric service at [redacted] History On July 25, 2014, an invoice for $with a due date of August 11, was sent for the billing period of June 23, through July 23, with Total Current Electricity charges of On August 8, 2014, Reliant processed a request to enroll [redacted] ’s account on the retro average billing program which had been submitted through his online account management (OAM) at Reliant.com As a result, [redacted] ’s was able to pay an initial monthly amount of $in lieu of his July 25, invoiced amount On August 25, 2014, an invoice for $with a due date of September 10, was sent for the billing period of July 23, through August 21, with a Balance Forward of $181.57, a Current Average Billing Amount of $64.00, an Average Billing Deferred Balance Adjustment credit of $144.57, and a Late Payment Penalty of $ This invoice also states "After payment of your monthly Total Due, your Deferred Balance will be $267.36" Subsequent invoices sent from September 24, through March 24, provided [redacted] with his actual electricity charges, Average Billing amount and deferred balance On April 6, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date On April 8, 2015, a final invoice for $1,with a due date of April 28, was sent for the billing period of March 20, through April 6, with a Balance Forward: Electricity of $790.80, a Balance Forward: Non-Electricity of $3.00, Current Charges of $79.72, and Balance Due from Billing Plan for $1, On April 28, 2015, [redacted] contacted Reliant to dispute the final billed amount for the account The Reliant representative advised that the final balance was a result of the accrued usage for the account while active on the average billing option On May 14, 2015, a final notice for $1,was sent to [redacted] advising “that your final bill remains outstanding To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due You will NOT receive any further notices.” Resolution Reliant regrets any inconvenience these proceedings may have caused [redacted] however, the account has been invoiced correctly based upon the terms and conditions of Reliant's Average Billing program and in accordance with the terms of service [redacted] 's account balance is correct and no adjustments are warranted On July 22, 2015, a Reliant representative contacted [redacted] and provided him with an explanation of his invoicing and advised that statements reflecting the accumulation of the balance while active on the average billing option would be sent for review Payment arrangements are available upon request For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Bern H [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Ms [redacted] 's complaint against Reliant concerns not receiving her bills in the mail and as a result, she is being charged late fees Ms [redacted] states that she has been billed over $in late fess over the last three months due to not receiving her monthly invoice on a consistent basisAdditionally, Ms [redacted] states that she requested to speak to a member of management to address her concerns; however, her attempts have been unsuccessful Ms [redacted] is requesting further assistance with this matter History After researching this complaint we have concluded the following: All Late Payment Penalties and Disconnect Notice fees that were charged have been reviewed on Ms [redacted] ’s Reliant account and are considered validOur records indicate all bills were sent to Ms [redacted] ’s mailing address on record on a monthly (and timely) manner and Reliant cannot be responsible for any postal delays Ms [redacted] may be experiencing No invoices have been returned due to being undeliverable and Ms [redacted] ’s mailing address has been confirmed to be correct As per her Terms of Service under Billing, Payment and Payment Arrangements, it states “If you do not pay your bill by the due date, we may charge you a late fee of 5% on the amount for the previous month’s past-due electric service If you fail to pay the amounts due .., you agree to pay all reasonable fees and expenses (including attorney fees) we incur in the collection process.” In addition, under Itemization of Non-Recurring Fees and Charges it states “in addition to charges or fees specified elsewhere in this Agreement or otherwise authorized by law, we may assess the following fees and charges: $for payments returned for insufficient funds by any method including, but no limit to, bank or personal check ..$for each disconnection and termination notice we send you .$each time we process a transaction requesting that the [redacted] disconnect service.” All Late Payment Penalties and Disconnect Notice fees for nonpayment are billed regardless if Ms [redacted] 's electricity service is interrupted or not for the expenses incurred due the collection process by Reliant Resolution Reliant regrets any inconvenience these proceedings may have caused Ms [redacted] [redacted] does sympathize with Ms [redacted] 's position, however, Reliant acted properly and applied the non-recurring charges to her account as per her Terms of Service, therefore, all Disconnect Notice and Late Payment Penalties are considered valid and have been billed appropriately However, in an attempt to resolve this matter, a Late Payment Penalty of $4.13, a $Disconnect Notice Fee and Disconnect Recovery Charges totaling $were credited to Ms [redacted] 's account, as a courtesy Our records indicate Ms [redacted] ’s account is now current and as long as payments are made on time, Ms [redacted] will not incur Late Payment Penalty, Disconnect Notice fees, or Disconnect Recovery Charges On November 18, 2015, Ms [redacted] was contacted and provided with a detailed explanation of her account and other payment and billing options Additionally, Ms [redacted] ’s concerns regarding the Reliant customer service representative have been addressed For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Deidra [redacted] Customer Support 713-488-
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] is disputing the final bill for the electric service at [redacted] History On July 22, 2015, an invoice for $was sent for the billing period of June 18, through July 20, with Current Charges of $ On July 31, 2015, Reliant received notification that the electric service at [redacted] was being closing effective August 7, 2015, due to another customer’s morequest; however, this request was not completed On August 10, 2015, a one-time bank draft payment of $posted to Mr [redacted] ’s account On August 27, 2015, Reliant received notification that the electric service at [redacted] was being closing effective August 28, 2015, due to another customer’s morequest On September 28, 2015, a final invoice for $was sent for the final billing periods of July 20, through August 18, and August 18, through August 28, with Current Charges of $ On September 2, 2015, Mr [redacted] contacted a Reliant web chat representative to dispute the September 28, invoiceThe web chat representative advised Mr [redacted] that account records do not reflect a request to close the account effective August 1, and advised Mr [redacted] that he is responsible for the final invoice Resolution Reliant regrets any inconvenience these proceedings may have caused Mr [redacted] ; however, a review of his account determined that Mr [redacted] was invoiced in accordance with his Terms of Service Account records do not reflect that Mr [redacted] contacted Reliant to cancel the electric service at [redacted] effective August 1, Because the July 31, morequest did not complete, Mr [redacted] continued to be invoiced by Reliant until the August 27, morequest completed As a courtesy, the account was credited $for the consumption dates of August 2, through August 28, A corrected invoice will be sent after completion For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Crystal [redacted] 713-488-
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 made the call on Friday afternoon to cancel the account from my work number, a call center phoneI called all my utilities that afternoon to cancel my accounts, and made a comment about Reliant and have others to back me up that I did speak with ReliantI was involved in a flood ( [redacted] participant) on May 13th and that Friday, I called Reliant When I received an email about how much electricity was being consumed about a week later, I called back to Reliant to ask why I was receiving these when the account had already been cancelledThis is when Reliant said the account was not closedThis is unethical, unprofessional, and not true.In conversations with Reliant, I did pay the $amount because I was told that Reliant would not promise that my account would not be submitted to the credit bureaus as being late and that my credit would so reflect that informationIt was "best to pay and then be reimbursed" a Reliant representative saidI expect to be reimbursed for this amount.My apartments took over all the electricity payments in May paid for electricity during the time that Reliant charged me for, during a time which I did not live at that address Today, I received a letter in the mail that Reliant is sorry for the inconvenience and that an adjustment will be madeWhen Bern called me this afternoon to tell me I still owed Reliant money, he indicated that I had no proof that I calledWell, Reliant doesn't have any proof that I didn't callThe assumption is that the person making the statement is lying, and are treated soIf this were not true, why would I so strongly repudiate this invoice?I wonder if Bern gets paid a commission on money he disputesPlease respond to Bern's supervisor or someone other than Bern.Sincerely, [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] , on behalf of Ms [redacted] , is disputing the invoiced charges for his electric service account at [redacted] *** History On December 28, 2011, a contract expiration notice (CEN) was sent to Ms [redacted] advising that the current price plan was expiring and that the account would transition to the Reliant Monthly Flex plan that would charge cents/kWh for kWh with the first meter read date after February 1, unless Ms [redacted] enrolls in an alternate price plan or if she switches his electric service to another retail electric provider (REP) The contract expiration notice also included the electricity facts label (EFL), terms of service agreement, and a copy of the ‘Your Rights as a Customer’ document for the Reliant Flex plan On February 3, 2012, Reliant’s records do not reflect that a request was received from Ms [redacted] to change her price plan; therefore, the account transitioned to the Reliant Flex plan effective February 23, Subsequent invoices sent from February 27, through June 26, provided Ms [redacted] with her actual electricity charges On July 28, 2015, an invoice for $was sent for the billing period of June 23, to July 23, with current charges of $ On August 17, 2015, Mr [redacted] contacted Reliant to dispute price plan for the account and requested an adjustment to the account The Reliant agent reviewed the account and advised that the previous contract had expired and transitioned to the Reliant Monthly Flex plan The agent advised the Reliant Monthly Flex plan is a variable price plan and that no adjustments could be applied to the account Mr [redacted] disconnected the call On August 18, 2015, Mr [redacted] contacted Reliant to check on the term of the current price plan for the account The agent reviewed the account and advised that the account was on a month to month plan with no cancellation fee Mr [redacted] appreciated the response and ended the call On August 20, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date On August 24, 2015, a final invoice for $with a due date of September 9, was sent for the billing period of July 23, through August 20, with Current Charges of $ Resolution Reliant regrets any inconvenience these proceedings may have caused Ms [redacted] ; however, the customer has been billed according to the Monthly Flex Plan agreement terms Ms [redacted] ’ service has been switched away from Reliant as of August 20, Multiple attempts to contact Mr [redacted] have been unsuccessful and voicemails providing my contact information have been provided For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Bern H [redacted] Customer Support 713-488-
[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
At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see attached for a summary of our findings.For any additional questions about this concern, please contact me at the number below I’m available Monday through Friday from a.mto p.mDeidra [redacted] Customer Support713-488-
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
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressedPlease see below for a summary of our findings: Issue MsMadrangca’s complaint against Reliant concerns her request for electric service at her service address that was incorrectly initiated at her billing addressMsMadrangca states that Reliant is unable to reverse their error which result in the electric service at the billing address being disconnectedMsMadrangca is requesting further assistance with this matter History On April 3, 2016, an online request was received from MsMadrangca requesting to switch the electric service account at [redacted] to Reliant effective April 4, Later on April 3, 2016, MsMadrangca contacted Reliant and advised that the incorrect service address of [redacted] was enrolledMsMadrangca requested a cancellation of her enrollment and at that time, a request was sent to cancel the enrollment; however, there was not enough time to cancel the pending switch request and MsMadrangca's switch request completed on April 4, On April 5, 2016, Reliant submitted a request within the retail electric market to restore the electric service at [redacted] with the previous retail electric provider (REP) effective April 4, Resolution Reliant apologizes for any inconvenience or confusion these proceedings may have caused MsMadrangcaA review of MsMadrangca’s account determined Reliant received a valid online agreement to enroll the electric service account at [redacted] ***However, once MsMadrangca made Reliant aware that the incorrect address was enrolled, Reliant took action in returning the incorrect service address effective the date of loss which is currently pendingMsMadrangca will be contacted once the process is complete Deidra [redacted] Customer Support [redacted]
Reliant’s Response to BBB Case # [redacted] Rebuttal 3 Reliant regrets any inconvenience these proceedings may have caused Mr. ***. We appreciate Mr. ***’s feedback concerning the processing of identification requests and have forwarded it for review. Enrollments are released once the Credit department verifies proof of identity for the customer. If the customer doesn't submit acceptable proof, the enrollment expires after 30 days. If Mr. [redacted] experienced any billing issues related to the delay in the service being initiated for the service address of [redacted] , we will submit a claims request on his behalf for review.
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] is disputing the terms offered from a door to door agent for electric service at [redacted] *** History On May 9, 2015, Mr [redacted] via a Reliant door to door sales agent completed an online enrollment and agreed to enroll his electric service account at [redacted] to Reliant effective for the next available date Mr [redacted] enrolled on the Reliant [redacted] *** This plan includes an energy charge of 1.2¢ per kWh for usage up to kWh and 8.4¢ per kWh for usage over kWh, TDSP delivery charges of $per month and 3.3344¢ per kWh, and a base charge of $ Mr [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by email on May 9, On June 1, 2015, Mr [redacted] contacted Reliant to dispute the cancellation fee assessed from his previous provider and requested reimbursement of the cancellation fee from Reliant or to be reinstated with his previous provider The agent advised that due to the enrollment completing online, the enrollment was valid for the account Mr [redacted] continued to dispute the enrollment and disconnected the call Resolution Reliant regrets any inconvenience these proceedings may have caused Mr [redacted] Mr [redacted] ’s concerns regarding the Reliant door-to-door sales representative have been addressed Additionally, feedback from MrBennett’s experience has been forwarded to the appropriate departments to insure that best practices are followed by Reliant representatives As a courtesy, a request has been processed to reinstate Mr [redacted] ’s service with his previous provider and no charges would be assessed from Reliant On June 2, 2015, Mr [redacted] was contacted and advised of the steps being taken to reinstate service to his previous provider The issue is currently ongoing at this time For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Bern H [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal Reliant regrets any inconvenience these proceedings may have caused Mr [redacted] , and we understand Mr [redacted] ’ concerns regarding the representation of the price plan A review of the dispute and the account indicates that proper notification of the contract expiration notice (CEN) was sent to Ms [redacted] on December 28, advising that the current price plan was expiring and that the account would transition to the Reliant Monthly Flex plan that would charge cents/kWh for kWh with the first meter read date after February 1, unless Ms [redacted] enrolls in an alternate price plan or if she switches her electric service to another retail electric provider (REP) The corresponding Electricity Facts Label (EFL) for the Reliant Monthly Flex plan was issued for the plan The EFL also states, “Except for price changes allowed by law or regulatory, this price is the price that will be applied during your first billing cycle; this price may change in subsequent months at the sole discretion of Reliant.” Ms [redacted] ’ account has been invoiced in accordance with his Terms of Service No adjustments are warranted at this time Bern H [redacted] Customer Support 713-488-
Revdex.com: This letter is to inform you that Reliant Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/11/and assigned [redacted] Reliant has refunded my moneyI am satisfied and you can close my case.Thank you!B [redacted] Shiffler
At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see attached for a summary of our findings For any additional questions about this concern, please contact me at the number below I’m available Monday through Friday from a.mto p.mDeidra [redacted] Customer Support713-488-
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Ms [redacted] is disputing the billing invoice for electric service at [redacted] *** History On July 16, 2015, an invoice for $with a due date of August 17, was sent for the billing period of June 12, through July 14, with a Balance Forward of $280.00, a Current Balanced Billing Amount of $280.00, Total Current Non-Electricity Charges of $4.99, and a Late Payment Penalty of $ This invoice also states "After payment of your monthly Total Due, your Deferred Balance will be a credit of $394.55" On July 17, 2015, a payment of $was posted to the account On July 20, 2015, Ms [redacted] contacted Reliant to inquire on the balanced billing option for the account The Reliant agent reviewed the account and advised of the terms for the balanced billing and offered to transition the account to average billing Ms [redacted] accepted and the Reliant agent processed the request The agent advised to allow 1-billing cycles for the request to complete Ms [redacted] requested that the late payment penalty of $be credited back The Reliant agent advised that the late payment penalty could not be reversed due to a previous late penalty fee reversal as a courtesy to the account Resolution Reliant’s Balanced Billing plan is a budgeting tool that allows customers to pay an averaged amount each month to even out the highs and lows of seasonal changes The deferred balance is the cumulative difference between the monthly Reliant Balanced Billing amount and the actual bill Reliant regrets any inconvenience these proceedings may have caused Ms [redacted] however, the account has been invoiced correctly based upon the terms and conditions of Reliant's Balanced Billing program and in accordance with the terms of serviceMs [redacted] 's account balance is correct As a courtesy to the account, the late charge of $was credited to the account The request to transition the account from the Balanced Billing option to the Average Billing option has been processed and a corrected invoice will be issued reflecting the Average Billing option Multiple attempts to contact Ms [redacted] have been unsuccessful For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Bern H [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hear [redacted] from our customers and want to ensure their concerns are addressed Please see below for a summary of our find***s: Issue Mr [redacted] is request*** compensation due to a loss of power at [redacted] History On September 2, 2015, Ms [redacted] contacted Reliant and agreed to enroll the electric service at [redacted] effective September 15, On September 8, 2015, Ms [redacted] contacted Reliant and requested to cancel the enrollment request scheduled for September 15, and requested to enroll the electric service effective September 9, Multiple contacts were received from Mr [redacted] and Ms [redacted] on September 15, 2015, due to no powerThe Reliant representatives contacted [redacted] and was advised that a move-out request by the previous tenant was completedA priority morequest was submitted to connect the electric service at Mr***’s premise and he was advised that the morequest will be worked within hoursMr [redacted] requested compensation and was advised to call back and submit a claim for any lossesAdditionally, a Reliant representative offered to compensate him $to $for his customer experience Resolution Reliant regrets and apologizes for any inconvenience these proceed***s may have caused Mr***As previously stated [redacted] advised that due to multiple requests received for the premise, the previously submitted move-out request was completed and resulted in a loss of power As a courtesy, $will be credited to the account for Mr***’s customer experienceIf there were any losses or expenses incurred as a result of the loss of power, Mr [redacted] can provide documentation and we will submit a claims request on his behalf for review For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Crystal K [redacted]
At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see the attached for a summary of our findingsFor any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.mDeidra [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressedPlease see below for a summary of our findings: Issue Ms [redacted] states that she has contacted Reliant several times about her move from [redacted] *** History On December 9, 2015, a mowas requested at [redacted] by another Reliant customer effective December 15, resulting in the closure of Mr***'s account On December 17, 2015, Ms [redacted] contacted Reliant requesting the status of her account and she was advised that her account was pending closure effective December 15, Ms [redacted] advised that she made a request to cancel her electric service account in September At that time, the Reliant representative advised Ms [redacted] that Reliant's records did not reflect that there was a previous request to cancel the electric service account at [redacted] *** On January 5, 2016, an invoice for $was sent for the billing period of December 15, through December 31, with a returned Payment of $and Current Charges of $ Due to a change in the other Reliant customer's modate Ms***'s account was not cancelled until January 29, On February 2, 2016, a final invoice for $was sent for the final billing period of December 31, through January 29, with a Balance Forward of $25.35, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $and Current Charges of $ On February 6, 2016, Ms [redacted] contacted Reliant disputing the February 2, invoiced amount and date; therefore, a request was opened to investigate her account Resolution On February 8, 2016, the investigation determined that due to the change of the pending morequest made by another Reliant customer for [redacted] Ms***'s account remained activeReliant's records do not reflect a request to cancel Ms***'s electric service account was received before December 17, 2015; therefore, a credit in the amount of $for consumption from December 17, through January 29, (kWh) has been applied to her account For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Deidra [redacted] Customer Support 713-488-
[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, but I would like to note that I have never had service disconnected for non-payment as suggested, and I still think that it was an unfair decision
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is disputing not receiving [redacted] awards [redacted] for electric service at [redacted] History On December 24, 2014, [redacted] completed an online enrollment and agreed to switch his electric service effective the next scheduled meter read date [redacted] agreed to enroll in Reliant's Secure - Plan with [redacted] *** This plan offers an energy charge of 8.7¢ per kWh, Oncor Electric Delivery Charges of $per month and ¢ per kWh and a base charge of $per billing cycle The term of this plan is months and it has a $early cancellation fee This plan includes a sign up incentive of 15, [redacted] and additional [redacted] for each billing cycle that [redacted] completed with Reliant For the full term of the plan, the total incentive would be 27, [redacted] *** [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the email as of December 24, On May 27, 2015, [redacted] contacted Reliant to advise that the [redacted] have not been credited to his [redacted] account The agent reviewed the account and advised that the issue would be researched concerning the missing award [redacted] for the account On June 19, 2015, [redacted] contacted Reliant for an update to the [redacted] not being awarded to the account The agent reviewed the account and advised that the [redacted] would apply to the account within 7-business days from the date of May 29, On July 6, 2015, [redacted] contacted Reliant for an update to the [redacted] not being awarded to the account The agent reviewed the account sent a request to have the [redacted] issue investigated on [redacted] ***'s behalf Resolution Reliant regrets any inconvenience these proceedings may have caused, and we understand [redacted] ***'s concerns regarding the award *** A request has been processed to have the amount of 19,award [redacted] placed to [redacted] ***'s [redacted] account for the accumulated bonus [redacted] for the week ending July 17, On July 20, 2015, a Reliant representative attempted to contact [redacted] to advise of the [redacted] being placed to the account but was unsuccessful For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Bern H [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is disputing the account balance for electric service at [redacted] History On July 25, 2014, an invoice for $with a due date of August 11, was sent for the billing period of June 23, through July 23, with Total Current Electricity charges of On August 8, 2014, Reliant processed a request to enroll [redacted] ’s account on the retro average billing program which had been submitted through his online account management (OAM) at Reliant.com As a result, [redacted] ’s was able to pay an initial monthly amount of $in lieu of his July 25, invoiced amount On August 25, 2014, an invoice for $with a due date of September 10, was sent for the billing period of July 23, through August 21, with a Balance Forward of $181.57, a Current Average Billing Amount of $64.00, an Average Billing Deferred Balance Adjustment credit of $144.57, and a Late Payment Penalty of $ This invoice also states "After payment of your monthly Total Due, your Deferred Balance will be $267.36" Subsequent invoices sent from September 24, through March 24, provided [redacted] with his actual electricity charges, Average Billing amount and deferred balance On April 6, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date On April 8, 2015, a final invoice for $1,with a due date of April 28, was sent for the billing period of March 20, through April 6, with a Balance Forward: Electricity of $790.80, a Balance Forward: Non-Electricity of $3.00, Current Charges of $79.72, and Balance Due from Billing Plan for $1, On April 28, 2015, [redacted] contacted Reliant to dispute the final billed amount for the account The Reliant representative advised that the final balance was a result of the accrued usage for the account while active on the average billing option On May 14, 2015, a final notice for $1,was sent to [redacted] advising “that your final bill remains outstanding To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due You will NOT receive any further notices.” Resolution Reliant regrets any inconvenience these proceedings may have caused [redacted] however, the account has been invoiced correctly based upon the terms and conditions of Reliant's Average Billing program and in accordance with the terms of service [redacted] 's account balance is correct and no adjustments are warranted On July 22, 2015, a Reliant representative contacted [redacted] and provided him with an explanation of his invoicing and advised that statements reflecting the accumulation of the balance while active on the average billing option would be sent for review Payment arrangements are available upon request For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Bern H [redacted] Customer Support [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Ms [redacted] 's complaint against Reliant concerns not receiving her bills in the mail and as a result, she is being charged late fees Ms [redacted] states that she has been billed over $in late fess over the last three months due to not receiving her monthly invoice on a consistent basisAdditionally, Ms [redacted] states that she requested to speak to a member of management to address her concerns; however, her attempts have been unsuccessful Ms [redacted] is requesting further assistance with this matter History After researching this complaint we have concluded the following: All Late Payment Penalties and Disconnect Notice fees that were charged have been reviewed on Ms [redacted] ’s Reliant account and are considered validOur records indicate all bills were sent to Ms [redacted] ’s mailing address on record on a monthly (and timely) manner and Reliant cannot be responsible for any postal delays Ms [redacted] may be experiencing No invoices have been returned due to being undeliverable and Ms [redacted] ’s mailing address has been confirmed to be correct As per her Terms of Service under Billing, Payment and Payment Arrangements, it states “If you do not pay your bill by the due date, we may charge you a late fee of 5% on the amount for the previous month’s past-due electric service If you fail to pay the amounts due .., you agree to pay all reasonable fees and expenses (including attorney fees) we incur in the collection process.” In addition, under Itemization of Non-Recurring Fees and Charges it states “in addition to charges or fees specified elsewhere in this Agreement or otherwise authorized by law, we may assess the following fees and charges: $for payments returned for insufficient funds by any method including, but no limit to, bank or personal check ..$for each disconnection and termination notice we send you .$each time we process a transaction requesting that the [redacted] disconnect service.” All Late Payment Penalties and Disconnect Notice fees for nonpayment are billed regardless if Ms [redacted] 's electricity service is interrupted or not for the expenses incurred due the collection process by Reliant Resolution Reliant regrets any inconvenience these proceedings may have caused Ms [redacted] [redacted] does sympathize with Ms [redacted] 's position, however, Reliant acted properly and applied the non-recurring charges to her account as per her Terms of Service, therefore, all Disconnect Notice and Late Payment Penalties are considered valid and have been billed appropriately However, in an attempt to resolve this matter, a Late Payment Penalty of $4.13, a $Disconnect Notice Fee and Disconnect Recovery Charges totaling $were credited to Ms [redacted] 's account, as a courtesy Our records indicate Ms [redacted] ’s account is now current and as long as payments are made on time, Ms [redacted] will not incur Late Payment Penalty, Disconnect Notice fees, or Disconnect Recovery Charges On November 18, 2015, Ms [redacted] was contacted and provided with a detailed explanation of her account and other payment and billing options Additionally, Ms [redacted] ’s concerns regarding the Reliant customer service representative have been addressed For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Deidra [redacted] Customer Support 713-488-
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] is disputing the final bill for the electric service at [redacted] History On July 22, 2015, an invoice for $was sent for the billing period of June 18, through July 20, with Current Charges of $ On July 31, 2015, Reliant received notification that the electric service at [redacted] was being closing effective August 7, 2015, due to another customer’s morequest; however, this request was not completed On August 10, 2015, a one-time bank draft payment of $posted to Mr [redacted] ’s account On August 27, 2015, Reliant received notification that the electric service at [redacted] was being closing effective August 28, 2015, due to another customer’s morequest On September 28, 2015, a final invoice for $was sent for the final billing periods of July 20, through August 18, and August 18, through August 28, with Current Charges of $ On September 2, 2015, Mr [redacted] contacted a Reliant web chat representative to dispute the September 28, invoiceThe web chat representative advised Mr [redacted] that account records do not reflect a request to close the account effective August 1, and advised Mr [redacted] that he is responsible for the final invoice Resolution Reliant regrets any inconvenience these proceedings may have caused Mr [redacted] ; however, a review of his account determined that Mr [redacted] was invoiced in accordance with his Terms of Service Account records do not reflect that Mr [redacted] contacted Reliant to cancel the electric service at [redacted] effective August 1, Because the July 31, morequest did not complete, Mr [redacted] continued to be invoiced by Reliant until the August 27, morequest completed As a courtesy, the account was credited $for the consumption dates of August 2, through August 28, A corrected invoice will be sent after completion For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Crystal [redacted] 713-488-
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 made the call on Friday afternoon to cancel the account from my work number, a call center phoneI called all my utilities that afternoon to cancel my accounts, and made a comment about Reliant and have others to back me up that I did speak with ReliantI was involved in a flood ( [redacted] participant) on May 13th and that Friday, I called Reliant When I received an email about how much electricity was being consumed about a week later, I called back to Reliant to ask why I was receiving these when the account had already been cancelledThis is when Reliant said the account was not closedThis is unethical, unprofessional, and not true.In conversations with Reliant, I did pay the $amount because I was told that Reliant would not promise that my account would not be submitted to the credit bureaus as being late and that my credit would so reflect that informationIt was "best to pay and then be reimbursed" a Reliant representative saidI expect to be reimbursed for this amount.My apartments took over all the electricity payments in May paid for electricity during the time that Reliant charged me for, during a time which I did not live at that address Today, I received a letter in the mail that Reliant is sorry for the inconvenience and that an adjustment will be madeWhen Bern called me this afternoon to tell me I still owed Reliant money, he indicated that I had no proof that I calledWell, Reliant doesn't have any proof that I didn't callThe assumption is that the person making the statement is lying, and are treated soIf this were not true, why would I so strongly repudiate this invoice?I wonder if Bern gets paid a commission on money he disputesPlease respond to Bern's supervisor or someone other than Bern.Sincerely, [redacted]
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] , on behalf of Ms [redacted] , is disputing the invoiced charges for his electric service account at [redacted] *** History On December 28, 2011, a contract expiration notice (CEN) was sent to Ms [redacted] advising that the current price plan was expiring and that the account would transition to the Reliant Monthly Flex plan that would charge cents/kWh for kWh with the first meter read date after February 1, unless Ms [redacted] enrolls in an alternate price plan or if she switches his electric service to another retail electric provider (REP) The contract expiration notice also included the electricity facts label (EFL), terms of service agreement, and a copy of the ‘Your Rights as a Customer’ document for the Reliant Flex plan On February 3, 2012, Reliant’s records do not reflect that a request was received from Ms [redacted] to change her price plan; therefore, the account transitioned to the Reliant Flex plan effective February 23, Subsequent invoices sent from February 27, through June 26, provided Ms [redacted] with her actual electricity charges On July 28, 2015, an invoice for $was sent for the billing period of June 23, to July 23, with current charges of $ On August 17, 2015, Mr [redacted] contacted Reliant to dispute price plan for the account and requested an adjustment to the account The Reliant agent reviewed the account and advised that the previous contract had expired and transitioned to the Reliant Monthly Flex plan The agent advised the Reliant Monthly Flex plan is a variable price plan and that no adjustments could be applied to the account Mr [redacted] disconnected the call On August 18, 2015, Mr [redacted] contacted Reliant to check on the term of the current price plan for the account The agent reviewed the account and advised that the account was on a month to month plan with no cancellation fee Mr [redacted] appreciated the response and ended the call On August 20, 2015, Reliant received notification that the electric service at [redacted] was switching to another retail electric provider effective for the same date On August 24, 2015, a final invoice for $with a due date of September 9, was sent for the billing period of July 23, through August 20, with Current Charges of $ Resolution Reliant regrets any inconvenience these proceedings may have caused Ms [redacted] ; however, the customer has been billed according to the Monthly Flex Plan agreement terms Ms [redacted] ’ service has been switched away from Reliant as of August 20, Multiple attempts to contact Mr [redacted] have been unsuccessful and voicemails providing my contact information have been provided For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Bern H [redacted] Customer Support 713-488-
[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
At Reliant, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see attached for a summary of our findings.For any additional questions about this concern, please contact me at the number below I’m available Monday through Friday from a.mto p.mDeidra [redacted] Customer Support713-488-
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
Reliant’s Response to Revdex.com Case # [redacted] At Reliant, we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressedPlease see below for a summary of our findings: Issue MsMadrangca’s complaint against Reliant concerns her request for electric service at her service address that was incorrectly initiated at her billing addressMsMadrangca states that Reliant is unable to reverse their error which result in the electric service at the billing address being disconnectedMsMadrangca is requesting further assistance with this matter History On April 3, 2016, an online request was received from MsMadrangca requesting to switch the electric service account at [redacted] to Reliant effective April 4, Later on April 3, 2016, MsMadrangca contacted Reliant and advised that the incorrect service address of [redacted] was enrolledMsMadrangca requested a cancellation of her enrollment and at that time, a request was sent to cancel the enrollment; however, there was not enough time to cancel the pending switch request and MsMadrangca's switch request completed on April 4, On April 5, 2016, Reliant submitted a request within the retail electric market to restore the electric service at [redacted] with the previous retail electric provider (REP) effective April 4, Resolution Reliant apologizes for any inconvenience or confusion these proceedings may have caused MsMadrangcaA review of MsMadrangca’s account determined Reliant received a valid online agreement to enroll the electric service account at [redacted] ***However, once MsMadrangca made Reliant aware that the incorrect address was enrolled, Reliant took action in returning the incorrect service address effective the date of loss which is currently pendingMsMadrangca will be contacted once the process is complete Deidra [redacted] Customer Support [redacted]
Reliant’s Response to BBB Case # [redacted] Rebuttal 3 Reliant regrets any inconvenience these proceedings may have caused Mr. ***. We appreciate Mr. ***’s feedback concerning the processing of identification requests and have forwarded it for review. Enrollments are released once the Credit department verifies proof of identity for the customer. If the customer doesn't submit acceptable proof, the enrollment expires after 30 days. If Mr. [redacted] experienced any billing issues related to the delay in the service being initiated for the service address of [redacted] , we will submit a claims request on his behalf for review.