Ambit Energy Holdings Reviews (%countItem)
Ambit Energy Holdings Rating
Address: 6555 Sierra Drive, Irving, Texas, United States, 75039
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I paid for something I do not wish to be a part of, I was mislead, now seeking a refund of $101.60. I call my bank, and written them a letter
I paid with my bank debit card.I made this purchase in late Novermber 2017..The bank tryed twice to get my funds recovered. I have filed claims at my bank twice. When I sign up, they said you can sale energy and make money.so it sound good,until I paid, and then was instructed to watch more videos. That stressed going around to sign up people to come into this company.and said we are not selling energy.but bring to people into the company..that is not something I wanted to do.plus why am I bringing them in to the company??? Just to lie to people to take their money . Very unfair and injust..very unhappy , they fool people out of there money.
A full refund..
A review of the account confirms that Ms. enrolled to be an Ambit consultant in November 2017 and paid a $75.00 enrollment fee. Records confirm that Ms. contacted Ambit's Consultant Care department to cancel her membership in January 2018.
While we respectfully contend that Ms. was not misled or defrauded in any way, we will honor her request for a refund.
Please note, a total of $128.20 was refunded back to the customer's card that ends with 4018. She should have the funds back on her card in the next three to five business days.
Sincerely,
Paul ***
Regulatory Compliance Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
had 2 days of hard rains,& storms on feb 18,19, and 20th caused power outages and was one day late on bill and amount tripled. too many charges
had 2 days of hard rains,& storms on feb 18,19, and 20th caused power outages.GFIs,smart meter, and breakers were damaged, and AC was out and apt was unsuitable to stay so I was gone till repaired. Also, my email address was wrong I found out so I never got bill or notices. When I paid to get power and account re-instated money went to deposit and not bill. So much trickery and sneakiness due to matters beyond my control and when I called, I just got some rude call center script reader. I feel like I got robbed
refund my reconnection fee, my disconnection fee, and refund my deposit, and my account will be restored to current (that has never been a problem). This is wrong to do this to someone
A review of the account confirms that customer *** was properly noticed, in writing, prior to the disconnection of service at his premise. Please find below a timeline of activity regarding the customer's complaint.
1/19/18: Invoice - 161G1K6 (attached) was mailed to the customer, advising that $132.58 was due by 2/7/18.
2/8/18: Due to not receiving payment by the invoice due date, records confirm that a disconnect notice was mailed to the customer. The notice, which is attached for your review, advised the customer that his past due balance of $132.58 was due no later than 2/20/18 to avoid a disconnection of service.
2/21/18: Ambit did not receive payment by the disconnect notice due date, and as a result, a disconnect order was issued for the above listed premise. Please note, we show no record of returned mail in relation to the attached invoice and notice.
Due to the disconnect order being issued, Mr. was subject to a disconnect fee of $15.00, a $40.00 reinstatement fee, a $125.00 deposit, plus applicable Transmission Distribution Utility (TDU) fees, and applicable taxes as disclosed in the notice.
2/22/18: Records confirm that Mr. spoke with an Ambit representative regarding the amount to reconnect service, and as a gesture, the representative waived the disconnect and reconnect fees. The customer was only responsible for the past due balance ($132.58) and deposit ($125.00) for a reinstatement total of $257.58. Ambit received a partial check payment from the customer in the amount of $188.28, leaving a remaining reinstatement balance of $69.30. Please note, a good-faith reconnect order was issued with the partial payment, and the customer's account was protected from future disconnect activity until 3/2/18 to allow additional time to make the remaining payment of $69.30.
While Ambit respectfully reiterates that Mr. was properly noticed, in writing, prior to the disconnection of service at his premise, we will honor his request to remove the $125.00 deposit requirement. The customer now has a current balance of $68.23 due by 3/8/18 (current invoice).
Feel free to contact me should you have additional questions.
Sincerely,
Paul ***
Regulatory Compliance Specialist
XXX-XXX-XXXX
Cancellation of services not cancelled.
I cancelled my services to be effective 1/06/2018, my services weren't cancelled. I requested my services to be cancel again on 1/18/2018, they weren't cancel. I'm still being charged for an address I no longer live at since 1/6/2018. I have paid now one bill and they want me to pay another bill for this address. I followed up my call with an email and again with a follow up email. I was just informed by Ambit's customer service that my service will now be cancelled next Tuesday, February 13, 2018 and that I will receive again another bill that I will be required to pay. They have stated that they cannot accept cancellations in writing, that I must be on the phone with them in order for my account to be cancelled.
I want this not to happen to another customer. I would like them to at least honor my request for cancellation in writing sent to them on 1/18/2018 and to refund me the money paid for services covering from 1/18/2018 - present.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over a service cancellation request. Please review below:
A review of the account shows that Ambit serviced former ESI ID XXXXXXXXXXXXXXXXX for the service address of 7024 Thunderbird Arlington, TX 76002 (AXXXXXXX).
Records show that on 11/06/2017 Ms. contacted Ambit to request a transfer of service to ESI ID XXXXXXXXXXXXXXXXX pertaining to service address of 1701 Debbie #7204 Mansfield, TX 76063 (please see excerpt below):
Records show that on 12/14/2017, the customer contacted Ambit to change the cancelation date for service address of 7024 Thunderbird Arlington, TX XXXXX from 12/29/2017 to 12/18/2017. Please note, the customer did not request a cancelation request for the new service address of 1701 Debbie #7204 Mansfield, TX XXXXX and was informed that address would remain active.
Records show that on 12/24/2017 the customer completed a new service enrollment request for additional premise of ESI ID XXXXXXXXXXXXXXXXX for service address of 229 Iris Midlothian, TX 76065 (AXXXXXXX).
Records show that the customer did not contact Ambit until 01/18/2018 to discuss a cancelation request for the previous service address of 1701 Debbie #7204 Mansfield, TX XXXXX. Please note, Ambit does not have record of the customer contacting Ambit previously to request a cancelation of service. The Ambit representative informed the customer of the above and the customer disconnected the line before confirming a cancelation request or date. The Ambit representative attempted to contact the customer to further assist and there was no response. A voicemail was left asking the customer to please contact Ambit for further assistance.
On 01/19/2018, Ambit received an email from the customer expressing concern over the account details. An Ambit representative attempted to contact the customer once more for further assistance and there was no response once more. An additional voicemail was left asking the customer to please contact us for further assistance.
Records show that the customer did not contact Ambit again until 02/19/2018 regarding a cancelation request. A cancelation request was submitted with an effective date of 02/13/2018 (please see excerpt below):
Ambit regrets the circumstances the led to Ms. complaint. As a customer gesture, an adjustment has been made on the account in the amount of $31.10 for usage from 01/18/2018 to cancelation date of 02/13/2018 as Ambit received customer correspondence on 01/18/2018 inquiring on a cancelation of service. Please note, Ambit does not have record of the customer attempting to complete a cancel request prior to 01/18/2018 for service address of 1701 Debbie #7204 Mansfield, TX XXXXX. I attempted to contact the customer to assist with the concerns referenced above and there was no response. I voicemail was left asking her to please contact me directly for further assistance if needed.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol Mijares Regulatory Compliance Specialist, Ambit Energy 972.813.0396
(The consumer indicated he/she ACCEPTED the response from the business.)
I want it noted that I'm still receiving bills for this account. They stated that they will honor my request for cancellation in writing sent 1/18/2018. They need to update their policy to ensure that if a customer offers a cancellation in writing that it is honored not dismissed because the customer doesn't call them - or have a way in their website for the customer to cancel services without having to speak with customer services.
I am filing a complaint regarding an unauthorized enrollment to Ambit Energy. I noticed my January gas bill was expensive and noted on my Peoples Gas bill Ambit Energy was listed as the supplier however I did not enroll into it. I had contacted Ambit Energy regarding this matter, was informed I had been enrolled since 2014. Ambit energy further explained that a renewal contract is required from the customer for a fixed gas therm rate and I was supposedly not enrolled and thus at a higher variable rate. I then requested an investigation, since I did not enroll into Ambit energy. While waiting to hear back on the status from Ambit, I paid my bill as to prevent it from going to collection agencies. Ambit energy informed me only after I made a payment to them that my payment was indirectly agreement to said terms and no investigation would be made. They informed me the investigation would only stand if I had cancelled my account, which I did. I am filing a complaint with the Revdex.com regarding the fraudulent enrollment.
Product_Or_Service: Ambit Energy Gas
Other (requires explanation) Not Entered
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over having her services enrolled with Ambit without authorization. Please review below:
A review of the account shows that Ambit received an online enrollment on 12/05/2014 for residential Peoples Gas account number XXXXXXXXXX and ComEd residential account number XXXXXXXXXX for the service address referenced above. The customer was enrolled in the Illinois Select 12-month term natural gas product with a fixed rate of 51.0840¢ per Therm for the gas. Please note, there is no cancelation fee associated with this product.
Records show that on 12/10/2014, contract documents were mailed to the address referenced above which contained our Terms of Service and Right to Rescind information. Please note, Ambit does not have record of the customer contacting Ambit regarding an enrollment dispute or request to rescind. Records show that on 02/08/2015, the customer registered their online My Ambit Account ("MAA") (please see excerpt below):
Records show that on 01/31/2016, a document was sent to Ms. regarding the current product enrolled in. This document served as a notification to the customer that her fixed product was about to end on 03/05/2016 and informed of options to complete a product change if desired. Please note, Ambit does not have record of returned mail.
Records show that the customer accessed her online MAA account on 02/28/2016 and completed a product change and updated her account product to the Illinois Select 12-month term natural gas product (please see excerpt below):
Records show that on 02/03/2017, a document was sent to Ms. once more regarding the current product enrolled in. This document also served as a notification to the customer that her fixed product was about to end on 03/09/2017 and informed of options to complete a product change if desired.
Ambit did not receive a response from Ms., therefore, the account transitioned to the Illinois Select variable natural gas product. Please note, prices are subject to fluctuate with this product. In addition, Ambit does not have record of returned mail.
Records show that the customer accessed her online MAA account on 01/12/2018 and completed a product change and updated her account product to the Illinois Select 12-month term natural gas product (please see excerpt below):
Records show that Ms. did not contact Ambit until 01/19/2018 regarding the status of the account. The Ambit representative informed the customer of the above. Please note, the customer did not request a cancelation of service and updated the email address on file.
Records also show that Ms. did not request a cancelation of service until 02/01/2018. The Ambit representative immediately submitted a cancelation request that was accepted with key date of 03/08/2018 (please see except below):
Please note, Ms. was informed of the cancelation time frame of 1-2 billing cycles as Ambit submits the cancelation request to the utility and the utility responds with the accepted date. Ambit does not have control over the accepted cancelation date.
Ambit regrets the circumstances that led to Ms. complaint, however, we respectfully contend that Ambit had no reason to believe that the enrollment was invalid for the service address referenced above. As a customer gesture, Ambit will complete a cost analysis for the final invoice upon receipt of the final usage. The cost comparison will be Ambit rate vs Incumbent rate and if any refund amount is due it will be sent to the customer to the address referenced above.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX. Sincerely,
*** Regulatory Compliance Specialist, Ambit Energy 972.813.0396
Bill when from the $80s to $400's. They blamed it on Centerpoint fees, Called centerpoint they say is absolutely Ambit making the charges.
I were moving and so requested the new direction added to the account while moving and getting permits and paperwork ready. We remodeled thru November and Moved permanently by Nov 30th. The first bill for the location which use was only 80 kWs, which is insignificant but the bill came for $474.14. I called and blame it on Centerpoint moving charges and fees. Second bill arrived also at $401.43. I called again, a long call as I already had someone at location for disconnection for a $30 balance that was not charged on last conversation/payment. This time I went through every line with the representative which was a supervisor as I escalated the call. I notice that in my all location the "multiplier" was 1, but in at the new location was 40, meaning the actual usage be multiplied by 40 and then by the cost per kWs, which explained how 80 kWs where billed as 1400 kWs. I made the point to argue the arbitrary 'multiplier' the supervisor said that he had no idea what it was and why it was 1 at the old location and now 40, maybe a different meter, and he said that Centerpoint energy was the one who charge it even though the charge appears as an Ambit charge. I called Centerpoint which immediately said that it is not a charge from them, and that the multiplier is placed by Ambit in this case.
I want the current billed to be adjusted and to received credit for the absurd overcharged from the previous month.
A review of the account confirms that customer *** contacted Ambit to discuss an increase in his last two invoices for the account name Chilly Willy Hvac. Please find below a timeline of events regarding the customer's complaint.
10/27/17: Records confirm that Mr. contacted Ambit to add an additional premise to his account and was charged a $140.00 move in fee from Centerpoint Energy, the company that owns, maintains, and bills for services through the customer's retail electric provider (Ambit). The invoice has been attached for your review.
1/17/18: Records confirm that invoice 157C2J4 was issued to the customer in the amount of $386.65. The invoice, which is attached for your review, disclosed a meter multiplier of 40 which triggered an increase in delivery charges.
When Mr. spoke with an Ambit representative about the bill, it was explained to him that Centerpoint charges those fees and it is billed through Ambit as his electric provider.
Please note, a TDSP fee dispute was opened on the customer's behalf to dispute the Centerpont charges via MarkeTrak #XXXXXXX on 2/2/18. We are currently awaiting the results of the investigation. Should a reversal of charges be granted by Centerpoint, the credit will be applied to the customer's account.
The customer has since cancelled his service with Ambit, but will still be contacted with the results of the dispute investigation immediately upon receipt.
I will personally follow up with Mr. upon receipt of the results.
Sincerely,
Paul ***
Regulatory Compliance Specialist
Centerpoint was always clear that they do not handle or use any kind of 'Multiplier fee' and that this is entirely added by Ambit energy.
I received a collection letter from Ambit energy for the charges that were created by multiplying my usage x40. This cannot be an acceptable business practice.
As a follow up to our previous response, records confirm that Ambit has since received the results of the customer's dispute of his Centerpoint (TDSP) charges. Per Veronica LaCour Junious with Centerpoint, the original reading that led to the customer's complaint was valid.
Records confirm that Ambit received a notice of cancellation for this account on 2/7/18. Service effectively cancelled the same day.
On 2/8/18, records confirm that a final invoice was issued to the customer in the amount of $1,094.79. The invoice, which is attached for your review, contained all unpaid charges through the cancellation date of 2/7/18. A $276.49 early termination fee was also charged due to cancelling prior to the completion of his contract. The due date of the invoice was 2/26/18.
Due to no payment received, records confirm that a Last Chance Letter was mailed to the customer. The letter, which is also attached for your review, advised that the final balance would need to be paid no later than 3/13/18 to avoid further collection efforts.
Ambit did not receive payment, and as a result, the account was forwarded to an outside collection agency on 4/26/18.
Ambit respectfully reiterates that Mr. was properly billed as stated by Centerpoint Energy. We are willing to work out a payment plan with the customer for his final balance if he so chooses. He can contact us at X-XXX-XXX-XXXX for assistance.
Sincerely,
Paul ***
Regulatory Compliance Specialist
The company uses deceiving business practices. Although most services continuously roll, Ambits service automatically changes after 12 months.
I was an Ambit customer for 3 years, and each year they require you to re-enroll in your plan. If you do not re-enroll, the plan automatically switches to a variable plan. As such, my plan ballooned to 15 cents per Kilowatt. Average rates during that month were 9 cents per kilowatt. I called 10 business days after the renewal, and was stuck with over $200 in extra fees.
A refund of the full amount
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In his complaint, Mr. is expressing concern over experiencing an increase in rate. Please review below:
A review of the account shows that Ambit completed an enrollment request on 06/02/2013 for the service address referenced above for customer *** for gas and electric commodities. The customer was a participant in Ambit's Guaranteed Savings Plan ("GSP"), which is a variable price plan designed to save the customer a minimum percentage annually over their incumbent's supplier rates for a consecutive 12-month period. If the customer does not save, they are refunded the difference. Please note, there is no cancellation fee associated with this month-to-month product.
*ecord show that on 08/23/2017 and 08/31/2017, documents were sent to Ms. regarding the current product enrolled in. This document served as a notification to the customer that her GSP product was about to end on 09/27/2017 for the gas and 10/05/2017 for the electric. In addition, it informed the customer of options to complete a product change if desired. Please note, Ambit does not have record of returned mail (attached).
In addition, email notifications were sent to the customer regarding the product notifications (please see excerpt below):
Ambit did not receive a response from Ms. or Mr., therefore, the account transitioned to the Garden State Select variable product for the electric. Please note, this product does not have any guaranteed savings.
*ecords show that the customer contacted Ambit on 10/19/2017 to complete a product change for both gas and electric. The customer became a participant of the GSP product once more.
*ecords show that the customer did not contact Ambit until 01/30/2018 and requested a cancelation of service. The Ambit representative immediately submitted a cancelation request that was accepted with key date of 03/28/2018 for the gas and 03/06/2018 for the electric (please see excerpts below).
Ambit regrets the circumstances that led to Mr. complaint. Ambit respectfully contends that the customer was properly noticed, in writing, prior to the discontinuance of his original plan, therefore no adjustments are warranted. Please note the customer has completed 3 previous product updates in the past for the account referenced above.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX. Sincerely,
Marysol ***egulatory Compliance Specialist, Ambit Energy 972.813.0396
Without notification, Ambit surreptitiously increased our yearly, energy plan rate agreement by at least 220% on our last, current & upcoming bill.
For eight loyal years, we have timely paid our monthly bills (account #AXXXXXXX) to Ambit Energy Holdings, LLC. On January 26, 2018, we contacted/telephoned Ambit Energy to contest our current bill (Invoice *** and our previous bill (Invoice *** Our previous bill (Invoice *** although inaccurately generated in the amount of $167.64 had already been paid in full. The current bill (Invoice *** also inaccurately generated, is in the amount of $869.64. Upon calling Ambit, Ambit stated that they had previously mailed out an energy rate renewal form to our billing address. To date, although we have received all of Ambit's monthly invoices, we still have not received an energy rate renewal form from Ambit, nor had Ambit attempted to contact us telephonically about their renewal form request. Ambit states that because they had no record of our new energy rate renewal form on file in their office, they automatically increased our monthly energy rate from $0.080000 (8 cents) per KWH to $0.169000 (16.9 cents) per KWH (more than DOUBLE), beginning on November 23, 2017, which included the last 11 days of our previous bill (Invoice *** Although no abnormal electric usage had occurred at our property, our bill had jumped from $82.00 to $870.00. Therefore, not only did we asked Ambit to correct/decrease the current and previous bill using our normal, previous KWH charge of $0.08000 (8 cents), but to also have our meter tested for accuracy. Ambit stated that if we wanted to continue with our normal $0.08000 (8 cents) per KWH energy rate, we were required to renew our plan for another 12 months, which we agreed to do. However, before the representative ended the call, she stated that we would NOT receive our normal/previous $0.08000 (8 cents) per KWH rate for our previous bill (Invoice *** NOR would we receive the rate for the upcoming months bill (charges currently accruing but not yet billed by Ambit). Although we asked repeatedly, the representative did not want to help us correct all of our billing issues, even though they were clearly explained and reiterated numerous times. Although requested during the call, and as required by "Texas Administrative Code, Title 16, Part II, Chapter 25. Substantive Rules Applicable To Electric Service Providers, Subchapter F. Metering. §25.124. Meter Testing" the Rep also would not initiate a meter accuracy test for us. This to us is incomprehensible. We believe that upon review by someone in a managerial position at Ambit Energy, these issues will be quickly and easily corrected.
We respectfully request that Ambit Energy Holdings, LLC make the the following corrections: All KWH charges related to Invoice # *** be corrected and charged at the previous energy rate of $0.XXXXXX or less. All KWH charges related to Invoice # *** be corrected and charged at the previous energy rate of $0.XXXXXX or less. The currently accruing KWH charges (bill currently accruing) be charged at the previous energy rate of $0.XXXXXX or less. All future KWH charges (up to the date noted on the current renewal form) be charged at the previous energy rate of $0.XXXXXX or less. The electric meter be removed and tested in accordance with the Texas Administrative Code, Title 16, Part II, Chapter 25. Substantive Rules Applicable To Electric Service Providers, Subchapter F. Metering. §25.124. Meter Testing.
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer ***. In her complaint, Ms. is expressing concern over experiencing an increase in rate. Please review below:
A review of the account shows that Ms. account was under the Ambit Certified Green Texas 12-month product with a fixed rate of 8.00¢ per kWh for the service address referenced above. Records show that renewal notifications were sent to Ms. on 10/20/2017 and 11/05/2017 to the mailing address referenced in the complaint informing her that the current product enrolled in was about to expire on 11/23/2017 (attached). In addition, renewal notices are available for view in the customer's My Ambit Account online account. Please note, Ambit does not have record of any returned mail.
Ambit did not receive a response from Ms., therefore, her account transitioned to the Ambit Green Texas variable product. Please note, prices are subject to fluctuate with this month-to-month product.
Records show that on 01/08/2018, invoice *** in the amount of $869.64 due by 01/25/2018 was mailed to the customer (attached). Please note, invoice reflects an actual usage reported by the Transmission Distribution Utility ("TDU") Oncor. Ms. contacted Ambit on 01/26/2018 regarding the status of her account. The Ambit representative informed the customer of the above and the accuracy results of meter-rereads. The customer completed a product update and updated her product to the Lone Star Plus 12-month product. In addition, a courtesy re-rate was completed on the current invoice 141K0F3 and an adjustment in the amount of $424.35 was placed on the account leaving the account with a current balance in the amount of $445.29.
Records also show that Ambit received a drop due to switch transaction on 02/02/2018 with a cancelation date of 02/02/2018 for Ms. premise (please see excerpt below):
Final invoice *** in the amount $894.93 was mailed on 02/05/2018. It included a current balance of $449.64 due by 02/22/2018 along with a past due balance of $445.29 (attached). In addition, Ambit received a payment in the amount of $445.29 leaving a remaining balance of $449.64.
Ambit regrets the circumstances that led to Ms. complaint. As a customer gesture, an additional courtesy re-rate was granted on the final invoice and an adjustment was placed on the account in the amount of $181.06. A final review of the account shows that Ms. was properly noticed, in writing, prior to the discontinuance of her original plan and was properly billed for the reported usage by the TDU at the applicable rate therefore no further adjustments are warranted. The account is cancelled with a remaining balance in the amount of $268.58. Should Ambit receive any cancel/rebill transactions, those will be processed accordingly. I attempted to contact Ms. to assist with the concerns referenced above. There was no response and a voicemail was left asking her to contact me directly for further assistance if needed.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
Marysol ***
Regulatory Compliance Specialist, Ambit Energy
XXX-XXX-XXXX
Ambit energy charges exceed contracted rate and corrections were not made in a reasonable time which incurred further cost to the customer
Ambit plan switched to variable rate which is double of normal energy generation
Rerate bill to contracted rate
A review of the account confirms that Ambit account holder *** was properly noticed, in writing, prior to the expiration of their savings plan. Please find below a timeline of events regarding the customer's complaint.
11/9/16: Records confirm the customer enrolled onto the Guaranteed Savings Plan (GSP), which is a variable price product program designed to save the customer a minimum of 3% annually over their incumbent supplier's rates for a twelve-month assessment period. Please see below.
11/10/16: A Product Change Confirmation letter was mailed to the customer, and is attached for your review.
9/19/17: Records confirm that a renewal letter was mailed to the customer, advising that their plan would discontinue if not renewed by 11/8/17. (attached)
10/4/17: Records confirm that a second renewal letter was mailed to the customer, reiterating that the plan would discontinue if not renewed by 11/8/17. (attached)
11/9/17: Ambit did not receive a request to renew the plan, nor do we show record of undelivered mail in relation to these documents. As such, the plan expired and transitioned to a variable price product plan that offers no annual savings guarantee. Please see below.
12/20/17: Records confirm that Ms. contacted Ambit to renew her account back onto the GSP. The Ambit representative completed the request and advised the customer that it could take one to two billing cycles for the new plan to take effect.
12/20/17: Records confirm that Mr. made a follow up call to Ambit, seeking a reduction in the invoices billed at the variable rate. The representative granted a courtesy re-rate to the current GSP rate for the invoice service period of 11/09/XXXX - XX/11/2017. The courtesy re-rate led to a refund in the amount of $126.16.
A product Change Acknowledgement Letter was also mailed to the customer on this day, and has been attached for your review.
12/28/17: Refund check #XXXXXX was mailed to the customer, as shown below.
Ambit respectfully reiterates that Mr. was properly noticed, in writing, prior to the expiration of his savings plan. Additionally, a courtesy re-rate was provided in December 2017 upon renewing the plan. As such, no further re-rates are warranted at this time.
Sincerely,
Paul ***
Regulatory Compliance Specialist
Ambit Energy owes me $334.60.
I have been an Independent Contractor for Ambit Energy since 7/24/17. On 7/24/17 I paid $101.60 to sign up as a consultant. I paid $26.60 on 8/22/17, 9/22/17, 10/22/17, 11/24/17, & 12/22/17 to run my Ambit Energy website through them which is a requirement to be a consultant. You are supposed to be paid $100 for signing up 5 customers, then another when you reach 10, and another when you reach 15 customers. Since being a consultant have signed up 5 customers and they are refusing to pay me because I didn't sign up 3 customers within my first 28 days. The Ambit consultant who signed me up as a consultant did not say there was any stipulation as to when the customers had to be signed up. In addition to this issue, Ambit has also stolen customers from me and signed them up under different consultant and I have all the email correspondence saved from myself and my customer which proves that she was in fact my customer until she called Ambit Customer Support and they moved her under their personal consultant site to benefit themselves. After I submit this complaint I am going to remove myself as a customer as a refuse to work for a company with such poor business practices, including shutting down my website. I am also considering bringing my complaint to my local news stations because I can only imagine how many other people they are attempting to take advantage of.
As a result of this fraudulent behavior and their refusal to pay me $100 for signing up 5 customers, I demand a refund in full for all the money I have paid to work directly for them. The total cost for my website and consultant sign up is $234.60. The total cost for the work I performed is $100. Therefore the overall total I am requesting is $334.60.
A review of the account confirms that Ambit conducted itself properly in their dealings with consultant ***. Please find below a timeline of activity regarding the customer's complaint.
Records confirm that Ms. entered into an agreement to represent Ambit as a consultant, and the agreement included a sign-up fee and monthly website fees as stated above. And while we are unable to verify or validate a conversation between Ms. and a third-party, it is disclosed on the customer's website that the five customers must be signed up within the first 28 days to trigger that particular bonus.
Records confirm that Ms. spoke with a Consultant Care representative on 1/10/18 and requested a cancellation of her monthly website when the representative reiterated the 28-day policy. Additionally, on the call, Ms. inquired about the status of a customer she alleged belonged to her. The representative advised that her request would be submitted for review.
On 1/12/18, records confirm that a message was left for Ms. advising that her customer transfer request would be honored, but she will need to re-activate her account to facilitate the request.
Please note, messages have been left for Ms. in hopes of resolving her issues, however, we have yet to receive a return call. The account also remains in cancelled status as of today.
We will continue our efforts to reach Ms. in an attempt to amicably resolve this matter, and will provide a follow-up as soon as we hear from Ms..
Sincerely,
Paul ***
Regulatory Compliance Specialist
(The consumer indicated he/she DID NOT accept the response from the business.)
Why would I want to work for a company who's consultants lie and cheat? I was specifically informed by the consultant who signed me up that I would be paid upon signing up 5, 10, & 15 customers. I signed up 5 customers & never received payment. I refuse to work for a company with such poor values or respect for their employees. Additionally, they proved that their consultant did in fact steal my customer which is the only reason they wanted to give the customer back to me AFTER I discontinued my employment with them. I am not the only person they have lied to, one of my other friends stopped working for them for the same reasons & you're allowing them to get away with it.
Please note, a new refund check (#XXXXXX) in the amount of $234.60 was mailed via UPS with the tracking number ***XXXXXXXXXXX on 2/27/18.
I spoke with Ms. today and she confirmed receipt of the check, stating that she deposited the refund on Saturday 3/3/18.
Feel free to contact me should you have additional questions.
Sincerely,
Paul ***
Regulatory Compliance Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been with Ambit for at least 5 yrs. I have not had any problems, my bill is always reasonable and sometimes surprisingly cheap.
Hello Mr. Fuentes,
Thank you for your feedback. We value your opinion and are happy to assist you with your energy needs. Should you have any questions, feel free to contact us at ***.
Thanks again, Mr. Fuentes. Have a great day!
Ambit energy attached itself to my electric bill (National Grid) and has been overcharging me and will not let me cancel as they said it was through a person named ***...which there is no such person!! I have lived at this address for 21 yrs and have always used National Grid...they will not let me cancel and my bill is more than doubled!I never agreed to this or even spoke to anyone in person (door to door salesppl) and have trying relentlessly to cancel them for over 6 months! Please help me!!!
Product_Or_Service: Electicity
Account_Number: AXXXXXXX
Refund They should never have taken any money from me at all....i never accepted this electric company as a second source provider!!...There prices are ridiculous and i have been overpaying just to keep my reg National Grid electricity on!!!
Ambit Energy ("Ambit") received a complaint from the Revdex.com regarding customer
***. In her complaint, Ms. is expressing concern over having her services enrolled with Ambit without authorization. Please review below:
A review of the account shows that Ambit received an online enrollment on 01/21/2017 for residential National Grid account number XXXXXXXXXX for the service address referenced above for customer ***. A Third Party Verification ("TPV") was also completed on 01/21/2017. The account was enrolled in the Bay State Select 12-month term with a fixed rate of 9.5000¢ per kWh. Please note, there is no cancelation fee associated with this product.
Records show that contract documents were sent on 01/26/2017 which contained our Terms of Service and Right to Rescind information (attached). Please note, Ambit does not have record of the customer contacting Ambit regarding an enrollment dispute or request to rescind.
Records show that Ms. contacted Ambit on 08/02/2017 regarding account details. The customer exhausted all the options to complete the secure verification process and was advised of the guideline procedures implemented for our Ambit representatives to protect our customer's safety and personal information. Ms. was informed of the options available to request a cancelation of service.
Records also show that Ms. contacted Ambit on 11/11/2017 and requested a cancelation of service. The Ambit Representative immediately submitted a cancelation request that was accepted with key date of 12/07/2017 (please see excerpt below):
Ambit regrets the circumstances that led to Ms. complaint, however, we respectfully contend that Ambit had no reason to believe that the enrollment was invalid for the service address referenced above therefore no adjustments are warranted. Please note, Ambit has record of customer *** contacting Ambit to request a product update on the above mentioned account. I have attempted to contact Ms. for further assistance. There was no response and voicemail option was full. Unable to provide direct contact information for a call back request to provide further assistance if needed.
Should you have additional questions, please feel free to contact me directly at (XXX) XXX-XXXX.
Sincerely,
***
Regulatory Compliance Specialist, Ambit Energy
XXX-XXX-XXXX
I have never dealt with a more CROOKED company. They require a renewal of saving plan every year. This is the only company I have ever heard of that does that. SCAM SCAM SCAM. CANCELLED TODAY AND WILL NEVER GO BACK. THEY STEAL FROM HARD WORKING PEOPLE. RATES AS OF TODAY WERE 6.4 PER KH SAVERS PLAN AND THE RATE THEY KICKED ME TO BECAUSE THEY TOLD ME I FORGOT TO CALL IN WAS ALMOST 13 PER K/H
Ambit has contacted Ms. Boldt to discuss her concerns further and the status of her account.
Marysol M
Regulatory Compliance Specialist, Ambit Energy
continued to be billed at previous address even after electric service was supposed to be discontinued
in my opinion, company engages in price gouging, charges exorbitant rates when contract is not renewed for electric service, fails to correct problems even after multiple attempts, provides extremely poor customer service, issues not resolved for approximately eight months-from about January 1st of this year until the end of August, when service was to be discontinued
do not wish pay for something that was supposed to be discontinued and want no further contact with this business
November 21, 2017
Revdex.com
1601 Elm Street, Suite 3838
Dallas, TX XXXXX
Customer Name: ***
Account #: AXXXXXXX
Address: XXXXX Old *** N *** Rd. Apt *** TX XXXXX
Mailing Address Same as Service Address
Case #: XXXXXXXX
Consumer's Original Complaint:
continued to be billed at previous address even after electric service was supposed to be discontinued in my opinion, company engages in price gouging, charges exorbitant rates when contract is not renewed for electric service, fails to correct problems even after multiple attempts, provides extremely poor customer service, issues not resolved for approximately eight months-from about January 1st of this year until the end of August, when service was to be discontinued.
Consumer's Desired Resolution:
do not wish pay for something that was supposed to be discontinued and want no further contact with this business
Issues and Resolutions:
Ambit Energy ("Ambit") is in receipt of a complaint from the Revdex.com regarding customer ***. In the complaint, Mr. states that he continues to be billed at previous address even after electric service was supposed to be discontinued.
The review of the account reflects that Mr. contacted us on 08/31/2017, during the call Mr. stated he wanted the service to be cancelled as of 08/31/2017, the representative advised Mr. that we are unable to complete a same day cancellation request and provided him with the proper timeframe for cancellation. The review of the account reflects that *** did not stay on the line to complete the request for cancellation as the call appears to have been released voluntarily by Mr.. An attempt to reach Mr. to complete the cancellation request was unsuccessful.
Records reflect that Mr. had a total balance of $285.80 which included a past due balance of $75.76 when he spoke with us on 08/31/2017. Please see timeline below:
08/02/2017: Invoice 897K1H4 issued with total balance $182.20 due by 08/21/2017 (attached).
08/11/2017: Payment received $106.44, remaining balance $75.76 due by 08/21/2017.
08/30/2017: Invoice 943J3J0 issued with total balance $285.80 of which included current charges $210.04 due by 09/18/2017 and past due balance $75.76 (attached).
08/31/2017: Mr. called to inquire on a cancellation.
09/18/2017: Payment received $103.56, remaining balance $182.24 due by 09/18/2017.
09/29/2017: Late fee penalty waived $8.93, new balance $173.31.
10/02/2017: Invoice *** issued with total balance $266.58 of which includes current charges $93.27 due by 10/19/2017 and past due balance $173.31 (attached).
10/12/2017: Ambit received drop due to switch.
10/13/2017: Invoice 018D0F3 issued with total balance $321.94 which includes final charges $55.36 due by 11/01/2017 and $266.58 due by 10/19/2017 (attached).
Records show that Mr. did not select a new Retail Electric Provider (REP) until 10/12/2017 and continued to receive service from Ambit until the final meter read date of 10/12/2017 (see excerpt below):
Please note, Mr. account reflects cancelled as of 10/12/2017 with a final balance of $321.94. Records reflect that Mr. filed a complaint regarding the rate he was billed due to the account transitioning to a variable month-to-month rate, due to the term plan expiring. Please see complaint number XXXXXXXX.
Ambit regrets the circumstances that led to Mr. complaint, should Mr. have additional questions, he is encouraged to contact me directly.
Sincerely,
Makeebia ***
Regulatory Compliance Specialist, Ambit Energy
XXX-XXX-XXXX
I have been with Ambit Energy since February 2015 and have saved over $700 during that time.
Good Morning Ms. Poulin,
We thank you for being a valued customer and we appreciate you choosing us to provide your electric service. We are also ecstatic that you are enjoying savings while with us. Should you need anything, at any time, feel free to contact us toll free X-XXX-XXX-XXXX M-F 8:00am - 6:pm (cst) and Sat 10:00am - 5:00pm (cst)
Sincerely,
Marysol M
Ambit Energy Regulatory Compliance Specialist
We have been an Ambit customer for some time now and also receive free electricity through their free energy program for referring the service to others. In our state our savings over Eversource is a little more than 17% which is substantial in terms of our large bills. I have spoken several times to customer service and they were very helpful, professional, courteous and answered our questions. I cant say enough good things about Ambit. Where else can you get free electricity and free travel for just paying your electric bill?
Good Afternoon Mr.,
We thank you for being a valued customer and we appreciate you choosing our company to provide your electric service. We are also ecstatic that you are enjoying the savings and travel opportunity while with us. Should you need anything at any time, please feel free to contact us toll free at 1-877-282-6248 M-F 8:00 a.m. - 6:00 p.m. (cst) and Sat 10:00 a.m. - 5:00 p.m. (cst).
Sincerely,
Marysol M
Ambit Energy
Attached ***Click here to Get the File - use the Password:
Other (requires explanation) see Attached document
November 3, 2017
Revdex.com
1601 Elm Street, Suite 3838
Dallas, TX XXXXX
Customer Name: ***
Account #: AXXXXXXX
Address: *** W *** Rd. Crowley, TX XXXXX
Mailing Address Same as Service Address
Case #: XXXXXXXX
Consumer's Original Complaint: See attached.
Issues and Resolutions:
Ambit Energy (Ambit) is in receipt of a complaint from the Revdex.com regarding customer ***. In the complaint, Ms. states that she is being charged an early termination fee (ETF) due to selecting a different provider. Per the customer, she signed up for a 24-month term plan in 2011. The customer states the plan effective date was 11-17-2011 to 11-17-2013, therefore, she should not be accessed an ETF.
A review of the account history reflects that Ms. enrolled for service with Ambit in December 2011, with a commencement date of 1/4/2012. Ms. agreed to the Lone Star Select 24-month term plan. The plan began on 01/04/2012 with an end date of 01/03/2014.
Records reflect Ms. was issued a renewal notification on 12/3/2013, advising Ms. her term plan would expire in 01/2014. Ms. renewed the plan on 12/5/2013 and agreed to the Lone Star select 12-month term plan. The plan began on 01/04/2014 with an end date of 01/03/2015.
The account history reflects that the customer continued to renew the contract each year, with the most recent renewal completed via her online access on 12/9/2015. Ms. agreed to the Lone Star Select 24-month term plan. The plan began on 01/05/2016 with an end date of 01/04/2018 (see excerpt below):
As outlined in our terms of service the customer received in January 2016, "Cancellation is permitted for any reason. However, if you enrolled under a fixed-rate product, you agree to remain a Customer of Ambit Energy until the term expires or be subject to an early termination fee, as specified in the EFL" (attached). On 07/17/2017, Ambit received a drop due to switch with a cancellation date of 07/19/2017, which is before the plan end date of 01/04/2018, therefore the account was assessed the applicable early termination fee.
Ambit regret the circumstances that led to Ms. complaint, however, we respectfully contend that the early termination fee was properly billed, therefore, no adjustments are warranted.
Should Ms. have additional questions, she is encouraged to contact me directly.
Sincerely,
Makeebia ***
Regulatory Compliance Specialist, Ambit Energy
XXX-XXX-XXXX
Called to request a payment extension to avoid disconnection on a balance of $40.
I contacted the company to request a payment extension for the amount of $40.00 remaining on a bill that was $177.00. I was advised that because it was the disconnection date, there was "no way possible" to stop a disconnection without a payment. This is a flat out lie. There is a manual capability to stop a disconnection of service. We have been customers of Ambit for several years and have not encountered such horrible customer service or lack of willingness to assist. I fully understand that the arrangement should have been requested the previous day, however, I was unable to call in the request on that day. I am disappointed in the ability for the customer service representative to blatantly lie to me. Pledges are made and services are not disconnected, which means that payment is not "required" for their system to recognize any attempt to stop a disconnection. Because 75% of the balance due was paid, I would think assistance in not losing service and requiring a customer further hardship in fees would be the perspective of Ambit Energy. In this case, I am mistaken and was not treated in the manner in which I expected. Although $40 is not much, it was the only money I had remaining for my family for the next few days; to which we now have electricity, but nothing more. Thank you
I would like someone to recognize the lack of customer service provided. I am quite close to switching providers, and we hold multiple accounts for service with this company.
A review of the account confirms that Ms. requested a payment extension after the deadline date to do so, as outlined in the terms of the disconnect notice. Please find below a timeline of activity regarding the customer's complaint.
10/10/17: Records confirm that a disconnect notice was mailed to the customer, advising that her past due balance of $177.17 was due no later than 10/20/17 to avoid an interruption of service on 10/23/17. The notice, which is attached for your review, advised Ms. that if she needs assistance with her bill to please contact us by the due date (10/20/17). Please find excerpt below.
10/22/17: Ambit received multiple partial payments totaling $130.00, leaving a remaining past due balance of 47.17.
10/23/17: Records confirm that the customer contacted Ambit to request a payment extension, and was advised by the representative that a disconnect order could be sent and accepted at any point as the final date to pay or set up an arrangement had elapsed. Ambit received a payment in the amount of $42.00 shortly thereafter, thus, satisfying the balance to avoid a disconnection of service.
Please note, Ambit has granted several payment extensions to the customer over the life of her account, and in each scenario the arrangement was made prior to the date of disconnection.
Additionally, Ambit customers can contact us to set up arrangements or extensions at any point from the date that their original invoice generates.
We regret the circumstances that led to the customer's complaint, and we value Ms. as a customer. Her account is now current and in good standing.
Sincerely,
Paul ***
Regulatory Compliance Specialist
Beware! Predatory sales practices tied with sweetly uncaring customer service makes this a company you must avoid at all costs.
They told me that I would never pay more than I was paying through my local supplier BGE. This was a lie. Having been apparently "notified" through one letter and an e-mail which I did not receive my rate hiked to nearly double the BGE rate. Since this happened as winter came on I thought the increase was due to usage changes. After 10 months of trying hard to figure out usage I discovered the problem of the rate increase to .16 pkwh verses .08 pkwh.
After calling they offered to make a lower cost effective 1 month retrospectively. Ambit cost my family over $1,000 during a ten month period. Stay away from this deceitful and money hungry company.
The company overcharged for utility services. I called and changed rate plans. Two months later credit received was not what was stated.
On August 7th I called Ambit Energy because my utility service rates were too high and a financial burden. I had been moved to a different rate plan and had not noticed until the rate increase became exorbitant compared to Public Service. I called on August 7th and was moved to a rate plan that would be 3% less than the *** rate. I was also told I would be credited for 2 months but it would take up to 2 billing cycles to see.
I waited 2 billing cycles. The credit applied was $78.03 when I had determined I was due approximately a $330 credit. That was the difference between the Ambit and the *** rate for the two months. I called the company on September 30th regarding the credit and also the lack of change in my current rate plan. They were continuing to charge me at the higher rate plan even though I requested the change on August 7th.
I asked to speak to a supervisor immediately since I did not believe a customer service agent would be able to resolve my issue. I spoke with Cecia regarding the credit and the continued charges at the higher rate plan. I asked repeatedly what could be done concerning the exorbitant costs I was experiencing. After 42 minutes she held the line that the credit I received was appropriate. I was not due any more. Also, it would take a few more billing cycles to reap the benefits of the new rate plan I had signed up for. I asked to cancel Ambit as my energy provider. At that time I was told the curtesy of the credit that was extended me would be rescinded. Also that if the cancellation took place prior to the readjustment I would not see the refund for the new plan. I asked to speak to her supervisor/superior and was told repeatedly there was no one else to speak to. I asked Cecia what could be done for me as an Ambit Energy customer since 2014 to assist in these overpriced rates and was answered by a scripted explanation of the rates.
I am seeking a refund for the 2 billing cycles which reflects the difference between the rate being charged by Ambit and the *** rate.
October 20, 2017
Revdex.com
1601 Elm Street, Suite 3838
Dallas, TX 75201
Customer Name: Linda C
Account #: ***
Address: ***
Case #: ***
Consumer's Original Complaint:
The company overcharged for utility services. I called and changed rate plans. Two months later credit received was not what was stated. On August 7th I called Ambit Energy because my utility service rates were too high and a financial burden. I had been moved to a different rate plan and had not noticed until the rate increase became exorbitant compared to Public Service. I called on August 7th and was moved to a rate plan that would be 3% less than the PSE&G rate. I was also told I would be credited for 2 months but it would take up to 2 billing cycles to see.
I waited 2 billing cycles. The credit applied was $78.03 when I had determined I was due approximately a $330 credit. That was the difference between the Ambit and the PSE&G rate for the two months. I called the company on September 30th regarding the credit and also the lack of change in my current rate plan. They were continuing to charge me at the higher rate plan even though I requested the change on August 7th.
I asked to speak to a supervisor immediately since I did not believe a customer service agent would be able to resolve my issue. I spoke with Cecia regarding the credit and the continued charges at the higher rate plan. I asked repeatedly what could be done concerning the exorbitant costs I was experiencing. After 42 minutes she held the line that the credit I received was appropriate. I was not due any more. Also, it would take a few more billing cycles to reap the benefits of the new rate plan I had signed up for. I asked to cancel Ambit as my energy provider. At that time I was told the curtesy of the credit that was extended me would be rescinded. Also that if the cancellation took place prior to the readjustment I would not see the refund for the new plan. I asked to speak to her supervisor/superior and was told repeatedly there was no one else to speak to. I asked Cecia what could be done for me as an Ambit Energy customer since 2014 to assist in these overpriced rates and was answered by a scripted explanation of the rates
Consumer's Desired Resolution:
I am seeking a refund for the 2 billing cycles which reflects the difference between the rate being charged by Ambit and the *** rate.
Issues and Resolutions:
A review of the account history shows that Ms. C's account was enrolled for electric and gas service in February 2013 with a commencement date of 03/27/2013 electric and 4/26/2013 gas. Ms. C signed up for the Garden State select 12-month term plan, with a rate of $0.0950 per kWh. A review of the account history reflects that Ms. C was issued renewal notifications on 2/25/2014 and 03/13/2014 to the address mentioned above. The letters advised Ms. C that her term plan would expire on 03/27/2014 and would continue under a month-to-month variable product if she did not select a new plan. Ms. C did not respond to the notifications, therefore, the account transition to a month-to-month variable product.
The account history reflects that Ms. C did not contact us regarding her rate plan until 08/07/2017, during this call, Ms. C agreed to enroll in Ambit's Guaranteed Savings Plan (GSP), a variable product which assures an annual savings of at least 3% compared to the incumbent's published rates for the same 12-month period. You must receive service from Ambit for 12 consecutive months, beginning from the meter read date after you enroll in this plan. As a customer courtesy, the representative agreed to re-rate Ms. C's account for the service period 05/26/2017 to 07/26/2017 for gas and electric. The re-rate resulted in a refund of $15.93 for gas and $62.10 electric for a total of $73. 03.
Ms. C called us back on 09/30/2017, during this call, Ms. C expressed that she did not agree with the courtesy credit amount that was applied to her account and felt the amount should be higher. The representative explained how the amount was determined by providing Ms. C with the rates that were applied. Ms. C initiated a cancellation request during this call, the representative advised the customer in order to receive the GSP discount, she must be enrolled in the plan for 12 consecutive months and by cancelling the account, she will forfeit any guaranteed savings. Ms. C proceeded with the cancellation and the request was promptly submitted.
Ambit regrets the circumstances surrounding Ms. C's complaint, however, we respectfully contend that no further courtesy adjustments or re-rates are warranted. Should she have additional questions, she is encouraged to contact me directly.
Sincerely,
Makeebia W
I evacuated my apartment during Hurricane Harvey, it was completely flooded when I returned. I called to have my power shut off, and was still charged
I have called, emailed, corresponded and so on with Ambit energy to the point of no return, I literally have NO CLUE what else to do. I called them on August 30th when I was able to actually get out of the neighbors apartment and see that our unit was intact completely destroyed. I told them that we had evacuated and would not be returning to our unit. On the call I informed them that WE had left our unit August 26th in the late hours of the night/early hours of the morning as water started to flood into our 1st floor unit. Myself, my fiancé, small dog and three year old daughter trudged across shoulder deep water to a neighbors upstairs apartment where we stayed for a few days until we could actually get back outside and the water had receded. On this day (once power had come back on, and I was sure I would have working phone service, etc) I called my apartments, I called ambit, I called xfinity, sprint, capital one, esurance, assurant, FEMA, Red Cross, and God knows who else to try to tell them what had happened and get stuff shut off, bills pushed back, or figure out what was going on. I told her on the phone that we were not at the apartment, we could not go back in, FEMA was coming on the second to inspect it, but we would not be going back in. I also told her that I wanted to be able to keep my account in good standing so that when I found a place to go we could transfer our electricity. She said she understood and we could do that. I was under the impression as given by her that she understood since this was a time of emergency and a devastating disaster. A few weeks later I recieved an email from Ambit showing my electricity use for the last 2 weeks (September) so I placed a call to ambit to ask why on earth the power was on. ONE because the unit had been completely flooded and it was EXTREMELY unsafe to have any power in that unit, and TWO I had definitely called long before that and said we were not in the unit (so who's using the power?). I'm thinking if I just call and explain then these people will definitely see the error in their ways and correct the issue. However they begin to argue with me about how I did not SPECIFICALLY SAY to "shut the power off" when I called in, I just said we couldn't live there anymore because it was inhabitable so they left it on, and even though I lost everything I have to pay for it and it couldn't be shut off until the 22nd of September.... Again I told them I was in a disaster area and I did as much as I could to inform them and try and make things right I had never experienced this before I even sent over the papers from my apartment complex showing that I was not in the unit after the 26th and 2 supervisors called me, argued with me, then one emailed me back and said it was my own fault for not requesting to turn it off even if I didn't live there. SOMEONE please help me, who do I contact, who do I talk to? We lost everything, we didn't use any of that power. The bill is over $200 plus late fees, how am I responsible? Not only have I been a customer for 3+ years and wanted to transfer my services, but no one even wants to acknowledge the phone call that I DID in fact make to the company.
I would like a refund and credit so that I can transfer my service and continue to move forward with the company that I've had a good reputation with for so long as this looks like I have not paid my bill.
October 12, 2017
Revdex.com
1601 Elm Street, Suite 3838
Dallas, TX XXXXX
Customer Name: ***
Account #: ***
Address: ***
Mailing Address ***
Case #: ***
Consumer's Original Complaint:
Overcharged when guarantee price to stay the same in contract. Overcharged when guaranteed their energy charge would not I evacuated my apartment during Hurricane Harvey, it was completely flooded when I returned. I called to have my power shut off, and was still charged I have called, emailed, corresponded and so on with Ambit energy to the point of no return, I literally have NO CLUE what else to do. I called them on August 30th when I was able to actually get out of the neighbors apartment and see that our unit was intact completely destroyed. I told them that we had evacuated and would not be returning to our unit. On the call I informed them that WE had left our unit August 26th in the late hours of the night/early hours of the morning as water started to flood into our 1st floor unit. Myself, my fiancé, small dog and three year old daughter trudged across shoulder deep water to a neighbors upstairs apartment where we stayed for a few days until we could actually get back outside and the water had receded. On this day (once power had come back on, and I was sure I would have working phone service, etc) I called my apartments, I called ambit, I called xfinity, sprint, capital one, esurance, assurant, FEMA, Red Cross, and God knows who else to try to tell them what had happened and get stuff shut off, bills pushed back, or figure out what was going on. I told her on the phone that we were not at the apartment, we could not go back in, FEMA was coming on the second to inspect it, but we would not be going back in. I also told her that I wanted to be able to keep my account in good standing so that when I found a place to go we could transfer our electricity. She said she understood and we could do that. I was under the impression as given by her that she understood since this was a time of emergency and a devastating disaster. A few weeks later I recieved an email from Ambit showing my electricity use for the last 2 weeks (September) so I placed a call to ambit to ask why on earth the power was on. ONE because the unit had been completely flooded and it was EXTREMELY unsafe to have any power in that unit, and TWO I had definitely called long before that and said we were not in the unit (so who's using the power?). I'm thinking if I just call and explain then these people will definitely see the error in their ways and correct the issue. However they begin to argue with me about how I did not SPECIFICALLY SAY to "shut the power off" when I called in, I just said we couldn't live there anymore because it was inhabitable so they left it on, and even though I lost everything I have to pay for it and it couldn't be shut off until the 22nd of September.... Again I told them I was in a disaster area and I did as much as I could to inform them and try and make things right I had never experienced this before I even sent over the papers from my apartment complex showing that I was not in the unit after the 26th and 2 supervisors called me, argued with me, then one emailed me back and said it was my own fault for not requesting to turn it off even if I didn't live there. SOMEONE please help me, who do I contact, who do I talk to? We lost everything, we didn't use any of that power. The bill is over $200 plus late fees, how am I responsible? Not only have I been a customer for 3+ years and wanted to transfer my services, but no one even wants to acknowledge the phone call that I DID in fact make to the company.
Consumer's Desired Resolution:
I would like a refund and credit so that I can transfer my service and continue to move forward with the company that I've had a good reputation with for so long as this looks like I have not paid my bill.
Issues and Resolutions:
Ambit Energy (Ambit) is in receipt of a complaint from the Revdex.com regarding customer ***. In the complaint, Ms. is expressing concern regarding her Ambit account balance, stating that due to Hurricane Harvey, she had to evacuate her apartment, therefore, she should not have a balance for the billed service period.
A review of the account history reflects that on 08/30/2017, Ms. contacted us to inquire regarding her account balance, stating that she was affected by Hurricane Harvey and wanted to ensure her account remained in good status. The representative advised that she would not have a payment due until 09/18/2017. Ms. was also advised that should she need additional time to make the payment, she could call us back after her due date, and we would assist with a payment extension, keeping her account in good standings. During this call, Ms. did not mention that she wanted to cancel her Ambit service, therefore, the account remained active.
Records show that on 09/20/2017, Ms. contacted our Customer Care department to inquire why she received an invoice from Ambit, the representative explained that her service with Ambit was still active and that no previous request for a cancellation had been received. During this conversation, the customer requested to cancel the service and the representative promptly submitted the request for the earliest possible date 09/22/2017.
Records reflect that invoice - *** (attached) was issued on 09/27/2017 for final charges. The invoice reflected a balance of $248.80 which included a past due amount of 128.50 for service period 07/28/17-08/28/2017 and current charges $120.30 for service period 08/28/XXXX-XX/22/2017.
A final review of the account reflects that Ms. service was cancelled effective 09/22/2017 and the account is currently in good standings. A total payment of $149.00 was received on 09/30/2017, leaving a remaining balance of $99.80 due by 10/13/2017. Should the customer require payment assistance for the remaining balance, she is encouraged to contact Customer Care at X-XXX-XXX-XXXX, our representatives will be happy to assist.
Ambit regrets the circumstances that led to Ms. complaint, however, we respectfully contend that the account was properly billed based on the consumption reported by CenterPoint, therefore, the charges are valid. Should Ambit receive rebilled usage from CenterPoint, Ms. account will be refunded accordingly.
Should Ms. have additional questions, she is encouraged to contact me directly.
Sincerely,
Makeebia ***
Regulatory Compliance Specialist, Ambit Energy
XXX-XXX-XXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
Everyone at ambit wants to say they 'regret' this has happened and all that was said on my phone call on Aug 30th was that my account was in good standing. However you all ARE PURPOSELY leaving out that I specifically said my apartment was INHABITABLE and I was calling because 1) this had never happened before 2) I DID NOT KNOW THE PROTOCOL 3) I asked if there was something else I needed to do 4) YOUR ASSOCIATE NEGLECTED TO TELL ME ANY OF THAT INFORMATION 5) Had I not called because we were evacuated you would have still been charging me is that legal because I was misinformed by your employee during a state of disaster? 6) While calling 20 other people after losing everything (home, cars, clothes, things) what exactly would I have needed to say to inform your employee that there should be no power in a unit due to water still standing and we would not be entering again besides a FEMA walk through? THE POINT OF THE CALL WAS TO INFORM YOU WE LOST OUR HOME BUT THAT SINCE I HAD BEEN A LOYAL CUSTOMER I WANTED TO BE ABLE TO TRANSFER MY SERVICE WHEN WE HAD A HOME. I emailed you guys bills, my apartments notice to vacate, emails from the manager that it was inhabitable and we were not there, our RENT was reimbursed. And I was ignored. When I called again, your rep said you had no records of my emails or anything.
In reference to Ms. concern regarding cancellation, as previously stated, during the call on 08/30/2017, Ms. did not request her service to be discontinued. Please note that the customer must specially request their account to be cancelled, before Ambit can issue a cancellation. Ambit apologizes for any misunderstanding. Should Ms. require assistance with her final balance, she is encouraged to contact us directly.
Sincerely,
Makeebia ***
Regulatory Compliance Specialist, Ambit Energy
XXX-XXX-XXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
Not only have I already replied to this, and that is for some reason or another MISSNG. The 'phone call' on August 30th is not being told in full detail. I specifically asked the rep if there was anything I MYSELF NEEDED TO DO BECAUSE I DID NOT HAVE A HOME AND WAS MANDATORY EVICTED UNDER SECTION PROPERTY CODE 92.054 BECAUSE THE UNIT WAS INHABITABLE AND BEYOND REPAIR. I sent emails, I sent receipts, I even had the property manager contact you all to tell you that it should be billed to the apartments. Somehow you all decided that was still not enough to help me. WHICH YOU PREVIOUSLY STATED WOULD RESOLVE THE ISSUE. Meaning THAT NOT ONLY WERE ALL YOUR REPS NEGLIGENT AND LIED, but you also are refusing to do your part in a DECLARED STATE OF DISASTER. So everyone who never returned home is being charged like this? OUTRAGEOUS. Should be a lawsuit.