[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 10879307, and find that this resolution would be satisfactory to me Just an Advice as a customer, whenever business issues a promotional code it should mention all details about the plan and should say what caveats are necessary for it
Reliant’s Response to Revdex.com Case # ***
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*** is disputing
disconnect notice charges for electric service at *** *** *** ***
History
Reliant’s records indicate that a terms of service document was issued for Ms***’ account for the date of October 22, 2014.
Reliant’s records indicate that disconnection notices were issued for the account for the dates of November 11, 2014, December 11, 2014, January 13, 2015, February 13, 2015, March 16, 2015, May 4, 2015, June 15, 2015, and July 14, 2015.
Reliant records indicate that that with the disconnection notices issued, the notice advises that a $Disconnect Notice Fee has been assessed to the account
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***; however, a review of Ms***’ account determined that the account has been invoiced in accordance with the Terms of Service. If a disconnection notice is issued, Reliant will also charge a Disconnect Notice Fee if payment is not received before the date the service is subject to disconnection. This charge will apply regardless of whether the electric service is actually disconnected
As a one-time courtesy to the account, the fees totaling $from the related charges of two disconnect notices fees would be credited to the account. On July 27, 2015, a Reliant agent attempted to contact Ms*** to advise of the adjustments without success.
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***
Customer Support
713-488-
Reliant’s Response to Revdex.com Case # ***
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*** is disputing the cancellation
fee for electric service at *** *** *** ***
History
Ms***'s account became active on Reliant’s Conservation Plan effective November 9, 2014. The term of this plan is months and it has a $early cancellation fee.
On August 11, 2015, a price plan renewal letter was issued to Ms***. The letter advised of the option to update the current price plan to an updated price plan. The letter also advises, "If you choose not to enroll in a new plan at this time, you will receive a contract expiration notice approximately five weeks before your current plan expires. It will provide details of what will happen at the end of your current plan's term. Please keep in mind that choosing another retail electric provider before you receive your contract expiration notice could result in a cancellation fee."
On September 4, 2015, an invoice for $was sent for the billing period of August 3, through September 1, 2015. This invoice also includes a bill message advising “Your current plan is effective through your meter read on or after November 1, 2015.”
On September 8, 2015, Reliant received notification that the electric service at Elmen Street was switching to another retail electric provider effective for the same date
On September 10, 2015, a final invoice for $with a due date of September 28, was sent for the billing period of September 1, through September 8, with a Balance Forward of $and Current Charges of $
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***; however, a review of the account determined that Ms*** was invoiced in accordance with her Terms of Service for the account. Ms***'s service has been closed with Reliant as of September 8, 2015. As a courtesy, a request has been processed to waive the Early Cancellation Fee
On September 17, 2015, a Reliant representative contacted Ms*** to advise of the updates being made to the account and advised that a corrected invoice would be issued once completed
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***
Customer Support
713-488-
Reliant’s Response to Revdex.com Case # ***
At Reliant, we take complaints very seriously. We always appreciate hear*** from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find***s:
Issue
Ms*** disputes Disconnect
Notice Fees for the electric service address at *** *** *** *** ***
Ms*** is request*** an explanation of why a Disconnect Notice Fee is assessed when a payment arrangement is made and states that her invoice was not available for payment before the disconnect notice was generated
History
On August 12, 2015, an invoice for $202.07, for the bill*** period of July 10, through August 10, with a Deferred Payment Plan Installment of $and Current Charges of $was emailed to Ms*** at ***@GMAIL.COM
On August 28, 2015, Ms*** contacted a Reliant representative and requested a payment arrangement for the balance of $Ms*** requested to process a payment for $and pay the balance of $on September 18, The Reliant representative processed the payment for $an advised Ms*** that she could make the payment of $on September 18, The Reliant representative should have granted an extension until September 18,
On September 3, 2015, a disconnect notice for $was sent due by September 14,
On September 10, 2015, Ms*** contacted Reliant to dispute the disconnect notice and requested an extension until September 18, The Reliant representative reviewed the account and the August 28, call and determined that the Reliant representative did not grant the extensionAs a courtesy, an extension for $was granted until September 18, At that time Ms*** agreed to change her price plan to the Reliant Secure price plan
On September 11, 2015, an invoice for $242.42, for the bill*** period of August 10, through September 9, with a Balance Forward of $52.07, Disconnect Notice Fee of $10.00, Late Payment Penalty of $and Current Charges of $was emailed to Ms*** at ***@GMAIL.COM
On September 17, 2015, a card payment for $posted to the account via Ms***’s Online Account Management (OAM)
On September 30, 2015, Ms*** contacted a Reliant representative to dispute a late fee and disconnect notice fee stat*** that she was advised on the September 10, that her invoice due date was changed to the 1st of the monthAdditionally, Ms*** requested to pay $and the balance of $on October 15, The Reliant representative improperly set up a five month deferred payment plan with a down payment of $due by September 30, without provid*** Ms*** an explanation of the deferred payment arrangementThe Reliant representative improperly advised Ms*** to allow 1-bill*** cycles for her due date to changeThe Reliant representative should have informed Ms*** that account records do not reflect a request to change her due dateAdditionally, the Reliant representative should have granted an extension until October 15, to allow Ms*** to process her full payment
On October 2, 2015, a card payment for $was posted to the account via Ms***’s OAM
On October 5, 2015, a disconnect notice for $was sent due by October 15,
On October 12, 2015, an invoice for $176.23, for the bill*** period of September 9, through October 8, with a Balance Forward of $60.35, Disconnect Recovery Charge of $25.00, and Disconnect Notice Fee of $10.00, Late Payment Penalty of $and Current Charges of $was emailed to Ms*** at ***@GMAIL.COM
On October 12, 2015, Ms*** contacted a Reliant representative to dispute the disconnect notice and fees assessedThe Reliant representative reviewed the account, granted an extension until October 16, and advised Ms*** that she is responsible for the fees assessed to the account
Resolution
Reliant regrets any inconvenience or confusion experienced by Ms*** regard*** the Disconnect Notice Fees assessed to the accountA review of the account determined that Ms*** has been invoiced in accordance with the terms of service. A 5% late payment penalty is charged when payment is received after the invoice due date as disclosed within the terms of serviceReliant may also charge a $Disconnect Notice Fee each time we send you a disconnection notice and a $Disconnect Recovery Fee if you fail to pay the past due amount before the expiration date of any disconnection notice issued by Reliant as disclosed within the terms of serviceExtensions do not prevent any of these charges from be*** assessed or a disconnect notice from be*** generatedAccount records reflect that Ms***’s invoices were emailed before any disconnect notices were mailed and do not reflect any emails as returned undeliverable
As a courtesy, Disconnect Notice Fees total*** $20.00, Disconnection Recovery Fees total*** $and a late fee of $were credited to the account for Ms***’s customer experience
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***
713-488-
Please see Reliant's Response to Revdex.com * *** For any additional questions regarding this complaint, please contact me at 713-488-5497.Thanks,Crystal KingCustomer Support
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 8/22/4:58:PM and assigned ID ***
Finally got the mileages today
Regards,
Reliant’s Response to Revdex.com Case # ***
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*** is disputing the
invoiced charges for electric service at *** *** *** *** *
History
On April 3, 2015, an invoice for $was sent for the billing period of March 3, to April 1, (2,kWh) with a balance forward of $and current charges of $
On April 14, 2015, Mr*** contacted Reliant to dispute the high bill. The Reliant agent advised that the invoice issued was due to high usage at the service address. The agent offered to have a meter test initiated for the account to verify the accuracy of the meter and Mr*** accepted. The agent processed the request
On April 17, 2015, Reliant received notification from *** (ONC) that the meter was functioning properly and notification was mailed to Mr***
On May 5, 2015, an invoice for $was sent for the billing period of April 1, to May 1, (2,kWh) with a balance forward of $and current charges of $
On May 18, 2015, Mr*** contacted Reliant to dispute the high bill. The agent reviewed the account and attempted to explain reasons for usage and advised of available online tools such to verify usage for the account
On June 4, 2015, an invoice for $was sent for the billing period of May 1, to June 2, (2,kWh) with a balance forward of $and current charges of $
On June 11, 2015, Mr*** contacted Reliant to dispute the high bill. The agent reviewed the account and advised that billing for the account is based on readings submitted from ONC and attempted to explain possibilities for increased usage for the service address
Resolution
The usage reflected on the monthly bill provides the official usage determined by the local electric utility company
On June 17, 2015, a request was sent to *** (ONC) to confirm the reported usage for Mr***’s premise for the disputed billing period of March 3, to June 2, 2015. Mr*** will be contacted back once a response is received from *** in regards to their findings
Reliant regrets any inconvenience these proceedings may have caused Ms***; however, a review of his account determined that Mr*** has been invoiced in accordance with the Terms of Service. The invoiced charges are valid and no adjustments are warranted 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 ***
Customer Support
***
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant has acknowledged that Mr*** states that he contacted Reliant and requested to cancel the electric service effective August 1, 2015; however, Reliant account records do not reflect any contact by Mr*** to cancel the electric service account effective August 1,
On July 31, 2015, Reliant received notification that the electric service at *** *** *** was being closed out of Mr***’s name effective August 7, 2015, due to another customer’s morequest; however, this request was not completed
On August 27, 2015, Reliant received a second notification that the electric service at *** *** *** was being closed out of Mr***’s name effective August 28, 2015, due to another customer’s morequest
On September 29, 2015, a Reliant representative contacted Mr*** to advise that Reliant account records do not reflect a request to close the electric service account; however, as a courtesy, Reliant will credit the consumption dates from August 2, through September 28, Mr*** was advised that he will receive an additional call later on the same day with the specific amount to be credited to the accountMr*** advised to leave the information on his voicemail if he is not available
Later on September 29, 2015, a Reliant representative provided a follcall to Mr*** advising that Reliant will contact him on September 30, with the specific amount to be credited to the accountMr*** advised that he appreciated the call
On September 30, 2015, a Reliant representative attempted to contact Mr*** to provide an update, but was unsuccessfulA voicemail message was left advising Mr*** that $was credited to the account for the consumption dates of August 2, through September 28, and a corrected invoice will be sent after completion
On October 3, 2015, a corrected invoice for $was sent with the credited amount of $for the consumptions dates of August 2, through September 28,
Reliant apologizes any inconvenience these proceedings may have caused Mr***It is not our intention to mislead Mr***, but account records do not reflect a request to close the electric service effective August 1, 2015. Additionally, Reliant is sorry to hear that Mr***’s customer experience was not pleasant
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 ***
Customer Support
713-488-
Reliant’s Response to Revdex.com Case #***
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***'s complaint against Reliant
concerns the timeframe to have his electric service at *** *** *** #*** switched to Reliant. Additionally, Mr***'s is requesting the status of a $referral credit due for his account
History
On June 8, 2015, Mr*** contacted Reliant and requested to switch his electric service at *** *** *** #*** effective June 12, 2015. Additionally, Mr*** advised that he was refereed too Reliant by an existing Reliant customer and requested to receive a $account credit as part of Reliant's Customer Referral Program and his request was processed
On June 9, 2015, Reliant received notification from the Electric Reliability Council of Texas (ERCOT) that the switch request for the electric service at ELDRIDGE PKWY *** was rejected due to multiple service requests existed for the same day for electric service identifier (ESI)#1008901023813697790103; therefore, Mr***'s enrollment request for June 12, was not processed. Correspondence was sent to Mr*** reflecting this information on June 10, 2015.
On June 16, 2015, MrAlvai contacted Reliant regarding the status of his enrollment. The Reliant representative advised MrAlvai that his initial request was rejected by ERCOT due to multiple service requests scheduled for the same day. At that time, the switch request was resubmitted for the effective date of June 16,
Multiple contacts were received from Mr*** through September 14, requesting the status of the referral gift card and Mr***l was advised that it can take to weeks to receive the card. Additionally, on September 14, 2015, a request was processed to confirm the status of the gift cards
On September 16, 2015, the investigation determined that there was not an open referral request with the account number that was provided during the June 8, enrollment call
Resolution
Reliant regrets any inconvenience experienced by Mr***. After researching this complaint it was determined that due to multiple service requests scheduled for the same day at ELDRIDGE PKWY *** Reliant’s switch request was rejected by ERCOT. Therefore, a service activation order was not sent to CenterPoint Energy (CNP) to connect the electric service at *** *** *** #*** on June 12, 2015. However, once Mr*** contacted Reliant to investigate the matter on June 16, 2015, a moorder was processed and the service activation completed on June 16, 2015. Reliant cannot be responsible for any other scheduled service requests by another retail electric provider (REP) resulting in the delay of Mr***'s electric service
Additionally, a review of Mr***'s June 8, enrollment call determined that an incorrect account number was provided by Mr*** for the Customer Referral Program; therefore, the credits were not applied to the account. On November 25, 2015, a Reliant representative contacted Mr*** and confirmed the referring reliant customer's account number. A Reliant Card Credit of $will be applied to Mr***'s account within one billing cycle
We appreciate Mr***'s continued service with Reliant
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 W***
Customer Support
713-488-
Reliant’s Response to Revdex.com Case # ***
At Reliant, we take complaints very seriously. We always appreciate hear*** from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find***s:
Issue
Mr*** states that his
electric service at West 8th Street has experienced frequent power outages and is request*** compensation due to the amount of time experienced dur*** the outageAdditionally, Mr*** is request*** a repair of what is c**s*** the power outages
History
Account records do not reflect that Mr*** contacted Reliant regard*** frequent power outages from January 1, through September 21,
Resolution
Reliant regrets any inconvenience these proceed***s may have c**sed Mr***; however Reliant is a Retail Electric Provider (REP) that sells electricity and provides functions such as customer service and bill***. *** Electric Delivery Company is the Transmission and Distribution Service Provider (TDSP) and is responsible for maintain*** the poles and wires, respond*** to emergencies and power outages and meter read***. Reliant does not have the responsibility to service power outages and relies upon *** Electric Delivery Company for the electric service we provide Mr***The electric meter does not register usage dur*** the power outages; therefore, Mr*** is not billed for usage dur*** that time. At this time, no adjustments or credits are warranted
In the event of an outage, please contact *** Electric Delivery Company at (888) 313-or report the outage at http://stormcenter.***com/def**lt.html
On September 24, 2015, Mr*** was contacted and provided an updated
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***
713-488-
Reliant’s Response to Revdex.com Case #***
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
Mr***’ compliant against Reliant concerns an
invoice received of $for seven days of usage and not having the option to change his invoice due date as he was advised when he started his electric service account
History
After researching this complaint we have concluded the following: Mr*** initially began service with Reliant on December 9, at *** *** *** ***Mr***’ local transmission and distribution service provider (TDSP) is Oncor Electric Delivery (Oncor)Oncor is Mr***’ local TDSP in her service territory that is responsible for the actual physical reading and the sending of Mr***’ accurate meter reads too Reliant for billingMr*** would have had the same TDSP and meter readings regardless of his retail electricity provider (REP)Reliant simply billed Mr*** based on meter reads provided by Oncor
On December 18, 2015, an invoice for $was sent for the billing period of December 9, through December 16, (kWh) with a credit Balance Forward of $75.00, a Cash Deposit Request of $and Current Charges of $with a Due Date of January 4,
On December 24, 2015, Mr*** contacted Reliant and inquired about the December 18, invoice and due dateAt that time, the Reliant representative provided an explanation of the invoiced charges and a request was processed to have Mr*** invoice due date changed to the 14th of each monthMr*** was advised that the request can take 1-billing cycles to complete
On December 28, 2015, Mr***’ request for a due date change was processed to the 14th of each month under Reliant’s Pick Your Due Date program effective with the next billing cycle
On December 29, 2015, a one-time payment of $received from an authorized payment location posted to Mr***’ account
Resolution
Reliant regrets any inconvenience or confusion these proceedings may have caused Mr***Reliant has not received any necessary corrections from Oncor and must assume meter reads are correct; therefore, his electricity charges are correctMr***’ account has been reviewed and the charges are valid based on the meter reading provided by Oncor
Reliant’s Pick Your Due Date program allows a customer to select a new due date for their monthly billing if they meet program requirements, one being that the requested due date has to be in accordance with their meter read dateMr***’ account was activated on Reliant’s Pick Your Own Due Date with a due date of on or around the 14th of each month effective with the next billing cycle
Reliant’s records do not reflect the Mr***’ account is enrolled on Reliant’s automatic payment program
Thanks In Advance,
[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 ***, and find that this resolution would be satisfactory to me
Reliant’s Response to Revdex.com Case # ***
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
*** *** is requesting to
receive a $Reliant gift card offered as an incentive for a Reliant referral program for her electric service account at Nile Drive
History
On June 20, 2015, *** *** contacted Reliant regarding the Reliant referral program $gift card. The Reliant agent reviewed the account and advised the promotion was not showing for the account. The agent advised that a PIN number from the card would be required to apply the $50.00. *** *** then ended the call
On June 26, 2015, *** *** contacted Reliant for an update to the gift card for the Reliant referral program. The Reliant agent reviewed the account and advised that the initial card was returned to Reliant and that a second card was issued. *** *** requested that the related late fee of $be reversed and the agent processed the request
On July 16, 2015, *** *** contacted Reliant for an update gift card for the Reliant referral program. The agent reviewed the account and advised that the issued would be escalated. The agent advised to allow up to seven business days pending approval
Resolution
Reliant regrets any inconvenience these proceedings may have caused *** ***. *** ***’s account is eligible for the $Reliant gift cards referral promotion for her account
On July 23, 2015, *** *** was contacted and she verified that the $Reliant gift cards referral promotion was received. As a courtesy, related late charges totaling $were credited to the 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
Bern H***
Customer Support
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Reliant did not act as stated in their responseNot only did Reliant refuse to provide me with a settlement letter in the manner in which I requested, by sending it as a reply to the mails I had sent them with the police report and affidavit, but apparently Reliant has also lied about the fact that a settlement letter was mailed to my address on February 21st, because I checked my PO box yesterday, March 2nd, and there was still no letter from Reliant. Also, Deidra *** from Reliant, conveniently told the Revdex.com that they sent the account to collections back in November, ON THE SAME DAY that I contacted them for the first time, to inform that the account was fraudulent. Over the phone two days ago, Deidra *** told me that they sent the account to collections "one day before or on the same day" that I contacted them for the first time in November. However, I learned about the fact that my name had been submitted to a collections agency because of the Reliant account, only when I received a notification from my credit monitoring service, which alerted me to the fact that IN THE END OF JANUARY 2017, that account was turned over to collections. Therefore, this is one more untruthful statement from Reliant. Proof of how amazingly disorganized, incompetent and unreliable Reliant is, is the fact that although I spoke with many different agents and supervisors at Reliant between November and February 17th, not a single one of them had ever even mentioned the fact that the account had been sent to collections, let alone sent since back in November. I'm sure that in that time period, I spoke with at least different people at Reliant, as did my credit monitoring service. Also, not a single one of them ever referred me to their Fraud Department, which I only found out existed BY CHANCE in the second week of February, during one of my many calls and attempts at communicating with the ever incompetent and disorganized Reliant
Regards, Carol ***
Reliant’s Response to Revdex.com Case # ***
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***’s complaint
against Reliant concerns the automatic draft payments for his electric account and states that Reliant failed to notify him of their system failures. Additionally, Mr*** states that Reliant is refusing to refund his security deposit
History
Mr*** began electric service with Reliant effective August 11, 2014. A $security deposit was required prior to processing the enrollment. Mr*** processed a payment of $satisfying the deposit requirement and his enrollment request was processed
On January 16, 2015, Mr*** enrolled on the Automatic Credit Card payment option. On May 11, 2015, a payment of $that posted to Mr***’s account on May 6, was returned by his financial institution. Correspondence was sent on May 7, advising of the returned payment and the removal of the Automatic Payment option from his account. Additionally, our Credit department confirmed that this payment was returned as “DO NOT HONOR”
Since that time, Mr***’s account has not satisfied the security deposit refund requirement of consecutive months of satisfactory payment history without a delinquency
On September 30, 2015, Mr*** requested that his deposit of $be refunded. Mr*** was advised that his security deposit would be refunded on the 13th month of usage after months of good payment history
Resolution
Reliant apologizes for any inconvenience or miscommunication Mr*** may have experienced regarding his automatic payment option and his deposit refund. At the time of Mr***’s enrollment on August 8, 2014, he was assessed a security deposit of $770.00. Since that time, Mr***’s account has not satisfied the security deposit refund requirement of consecutive months of satisfactory payment history without a delinquency. At this time, there is no delinquency on Mr***’s account. After consecutive months of payment without delinquency on record, Mr***’s deposit of $(plus accrued interest from the time of enrollment) will be refunded or applied to his account (as per his Terms of Service ); otherwise, Reliant may hold his deposit as security for the account until Mr***’s electric service is cancelled with Reliant
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 ***
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...
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 1000 kWh and 8.4¢ per kWh for usage over 1000 kWh, TDSP delivery charges of $5.25 per month and 3.3344¢ per kWh, and a base charge of $5.00. 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, 2015.
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 Mr. Bennett’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 below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
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 5/11/2017 and assigned [redacted]
Reliant has refunded my money. I am satisfied and you can close my case.Thank you!B[redacted] Shiffler
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 4
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, 2011 advising that the current price plan was expiring and that the account would transition to the Reliant Monthly Flex plan that would charge 12.8 cents/kWh for 2000 kWh with the first meter read date after February 1, 2012 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.
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 8 a.m. to 5 p.m. Deidra [redacted]Customer Support713-488-8681
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] states that she has contacted Reliant...
several times about her move from [redacted].
History
On December 9, 2015, a move-in was requested at [redacted] by another Reliant customer effective December 15, 2015 resulting in the closure of Mr. [redacted]'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, 2015. Ms. [redacted] advised that she made a request to cancel her electric service account in September 2015. 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 $25.35 was sent for the billing period of December 15, 2015 through December 31, 2015 with a returned Payment of $10.78 and Current Charges of $14.57.
Due to a change in the other Reliant customer's move-in date Ms. [redacted]'s account was not cancelled until January 29, 2016.
On February 2, 2016, a final invoice for $74.27 was sent for the final billing period of December 31, 2015 through January 29, 2016 with a Balance Forward of $25.35, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $0.73 and Current Charges of $38.19.
On February 6, 2016, Ms. [redacted] contacted Reliant disputing the February 2, 2016 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 move-in request made by another Reliant customer for [redacted] Ms. [redacted]'s account remained active. Reliant's records do not reflect a request to cancel Ms. [redacted]'s electric service account was received before December 17, 2015; therefore, a credit in the amount of $50.19 for consumption from December 17, 2015 through January 29, 2016 (268 kWh) has been applied to her account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Deidra [redacted]
Customer Support
713-488-8681
[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 10879307, and find that this resolution would be satisfactory to me Just an Advice as a customer, whenever business issues a promotional code it should mention all details about the plan and should say what caveats are necessary for it
Reliant’s Response to Revdex.com Case # ***
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*** is disputing
disconnect notice charges for electric service at *** *** *** ***
History
Reliant’s records indicate that a terms of service document was issued for Ms***’ account for the date of October 22, 2014.
Reliant’s records indicate that disconnection notices were issued for the account for the dates of November 11, 2014, December 11, 2014, January 13, 2015, February 13, 2015, March 16, 2015, May 4, 2015, June 15, 2015, and July 14, 2015.
Reliant records indicate that that with the disconnection notices issued, the notice advises that a $Disconnect Notice Fee has been assessed to the account
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***; however, a review of Ms***’ account determined that the account has been invoiced in accordance with the Terms of Service. If a disconnection notice is issued, Reliant will also charge a Disconnect Notice Fee if payment is not received before the date the service is subject to disconnection. This charge will apply regardless of whether the electric service is actually disconnected
As a one-time courtesy to the account, the fees totaling $from the related charges of two disconnect notices fees would be credited to the account. On July 27, 2015, a Reliant agent attempted to contact Ms*** to advise of the adjustments without success.
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***
Customer Support
713-488-
Reliant’s Response to Revdex.com Case # ***
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*** is disputing the cancellation
fee for electric service at *** *** *** ***
History
Ms***'s account became active on Reliant’s Conservation Plan effective November 9, 2014. The term of this plan is months and it has a $early cancellation fee.
On August 11, 2015, a price plan renewal letter was issued to Ms***. The letter advised of the option to update the current price plan to an updated price plan. The letter also advises, "If you choose not to enroll in a new plan at this time, you will receive a contract expiration notice approximately five weeks before your current plan expires. It will provide details of what will happen at the end of your current plan's term. Please keep in mind that choosing another retail electric provider before you receive your contract expiration notice could result in a cancellation fee."
On September 4, 2015, an invoice for $was sent for the billing period of August 3, through September 1, 2015. This invoice also includes a bill message advising “Your current plan is effective through your meter read on or after November 1, 2015.”
On September 8, 2015, Reliant received notification that the electric service at Elmen Street was switching to another retail electric provider effective for the same date
On September 10, 2015, a final invoice for $with a due date of September 28, was sent for the billing period of September 1, through September 8, with a Balance Forward of $and Current Charges of $
Resolution
Reliant regrets any inconvenience these proceedings may have caused Ms***; however, a review of the account determined that Ms*** was invoiced in accordance with her Terms of Service for the account. Ms***'s service has been closed with Reliant as of September 8, 2015. As a courtesy, a request has been processed to waive the Early Cancellation Fee
On September 17, 2015, a Reliant representative contacted Ms*** to advise of the updates being made to the account and advised that a corrected invoice would be issued once completed
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***
Customer Support
713-488-
Reliant’s Response to Revdex.com Case # ***
At Reliant, we take complaints very seriously. We always appreciate hear*** from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find***s:
Issue
Ms*** disputes Disconnect
Notice Fees for the electric service address at *** *** *** *** ***
Ms*** is request*** an explanation of why a Disconnect Notice Fee is assessed when a payment arrangement is made and states that her invoice was not available for payment before the disconnect notice was generated
History
On August 12, 2015, an invoice for $202.07, for the bill*** period of July 10, through August 10, with a Deferred Payment Plan Installment of $and Current Charges of $was emailed to Ms*** at ***@GMAIL.COM
On August 28, 2015, Ms*** contacted a Reliant representative and requested a payment arrangement for the balance of $Ms*** requested to process a payment for $and pay the balance of $on September 18, The Reliant representative processed the payment for $an advised Ms*** that she could make the payment of $on September 18, The Reliant representative should have granted an extension until September 18,
On September 3, 2015, a disconnect notice for $was sent due by September 14,
On September 10, 2015, Ms*** contacted Reliant to dispute the disconnect notice and requested an extension until September 18, The Reliant representative reviewed the account and the August 28, call and determined that the Reliant representative did not grant the extensionAs a courtesy, an extension for $was granted until September 18, At that time Ms*** agreed to change her price plan to the Reliant Secure price plan
On September 11, 2015, an invoice for $242.42, for the bill*** period of August 10, through September 9, with a Balance Forward of $52.07, Disconnect Notice Fee of $10.00, Late Payment Penalty of $and Current Charges of $was emailed to Ms*** at ***@GMAIL.COM
On September 17, 2015, a card payment for $posted to the account via Ms***’s Online Account Management (OAM)
On September 30, 2015, Ms*** contacted a Reliant representative to dispute a late fee and disconnect notice fee stat*** that she was advised on the September 10, that her invoice due date was changed to the 1st of the monthAdditionally, Ms*** requested to pay $and the balance of $on October 15, The Reliant representative improperly set up a five month deferred payment plan with a down payment of $due by September 30, without provid*** Ms*** an explanation of the deferred payment arrangementThe Reliant representative improperly advised Ms*** to allow 1-bill*** cycles for her due date to changeThe Reliant representative should have informed Ms*** that account records do not reflect a request to change her due dateAdditionally, the Reliant representative should have granted an extension until October 15, to allow Ms*** to process her full payment
On October 2, 2015, a card payment for $was posted to the account via Ms***’s OAM
On October 5, 2015, a disconnect notice for $was sent due by October 15,
On October 12, 2015, an invoice for $176.23, for the bill*** period of September 9, through October 8, with a Balance Forward of $60.35, Disconnect Recovery Charge of $25.00, and Disconnect Notice Fee of $10.00, Late Payment Penalty of $and Current Charges of $was emailed to Ms*** at ***@GMAIL.COM
On October 12, 2015, Ms*** contacted a Reliant representative to dispute the disconnect notice and fees assessedThe Reliant representative reviewed the account, granted an extension until October 16, and advised Ms*** that she is responsible for the fees assessed to the account
Resolution
Reliant regrets any inconvenience or confusion experienced by Ms*** regard*** the Disconnect Notice Fees assessed to the accountA review of the account determined that Ms*** has been invoiced in accordance with the terms of service. A 5% late payment penalty is charged when payment is received after the invoice due date as disclosed within the terms of serviceReliant may also charge a $Disconnect Notice Fee each time we send you a disconnection notice and a $Disconnect Recovery Fee if you fail to pay the past due amount before the expiration date of any disconnection notice issued by Reliant as disclosed within the terms of serviceExtensions do not prevent any of these charges from be*** assessed or a disconnect notice from be*** generatedAccount records reflect that Ms***’s invoices were emailed before any disconnect notices were mailed and do not reflect any emails as returned undeliverable
As a courtesy, Disconnect Notice Fees total*** $20.00, Disconnection Recovery Fees total*** $and a late fee of $were credited to the account for Ms***’s customer experience
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***
713-488-
Please see Reliant's Response to Revdex.com * *** For any additional questions regarding this complaint, please contact me at 713-488-5497.Thanks,Crystal KingCustomer Support
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 8/22/4:58:PM and assigned ID ***
Finally got the mileages today
Regards,
Reliant’s Response to Revdex.com Case # ***
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*** is disputing the
invoiced charges for electric service at *** *** *** *** *
History
On April 3, 2015, an invoice for $was sent for the billing period of March 3, to April 1, (2,kWh) with a balance forward of $and current charges of $
On April 14, 2015, Mr*** contacted Reliant to dispute the high bill. The Reliant agent advised that the invoice issued was due to high usage at the service address. The agent offered to have a meter test initiated for the account to verify the accuracy of the meter and Mr*** accepted. The agent processed the request
On April 17, 2015, Reliant received notification from *** (ONC) that the meter was functioning properly and notification was mailed to Mr***
On May 5, 2015, an invoice for $was sent for the billing period of April 1, to May 1, (2,kWh) with a balance forward of $and current charges of $
On May 18, 2015, Mr*** contacted Reliant to dispute the high bill. The agent reviewed the account and attempted to explain reasons for usage and advised of available online tools such to verify usage for the account
On June 4, 2015, an invoice for $was sent for the billing period of May 1, to June 2, (2,kWh) with a balance forward of $and current charges of $
On June 11, 2015, Mr*** contacted Reliant to dispute the high bill. The agent reviewed the account and advised that billing for the account is based on readings submitted from ONC and attempted to explain possibilities for increased usage for the service address
Resolution
The usage reflected on the monthly bill provides the official usage determined by the local electric utility company
On June 17, 2015, a request was sent to *** (ONC) to confirm the reported usage for Mr***’s premise for the disputed billing period of March 3, to June 2, 2015. Mr*** will be contacted back once a response is received from *** in regards to their findings
Reliant regrets any inconvenience these proceedings may have caused Ms***; however, a review of his account determined that Mr*** has been invoiced in accordance with the Terms of Service. The invoiced charges are valid and no adjustments are warranted 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 ***
Customer Support
***
Reliant’s Response to Revdex.com Case # *** Rebuttal
Reliant has acknowledged that Mr*** states that he contacted Reliant and requested to cancel the electric service effective August 1, 2015; however, Reliant account records do not reflect any contact by Mr*** to cancel the electric service account effective August 1,
On July 31, 2015, Reliant received notification that the electric service at *** *** *** was being closed out of Mr***’s name effective August 7, 2015, due to another customer’s morequest; however, this request was not completed
On August 27, 2015, Reliant received a second notification that the electric service at *** *** *** was being closed out of Mr***’s name effective August 28, 2015, due to another customer’s morequest
On September 29, 2015, a Reliant representative contacted Mr*** to advise that Reliant account records do not reflect a request to close the electric service account; however, as a courtesy, Reliant will credit the consumption dates from August 2, through September 28, Mr*** was advised that he will receive an additional call later on the same day with the specific amount to be credited to the accountMr*** advised to leave the information on his voicemail if he is not available
Later on September 29, 2015, a Reliant representative provided a follcall to Mr*** advising that Reliant will contact him on September 30, with the specific amount to be credited to the accountMr*** advised that he appreciated the call
On September 30, 2015, a Reliant representative attempted to contact Mr*** to provide an update, but was unsuccessfulA voicemail message was left advising Mr*** that $was credited to the account for the consumption dates of August 2, through September 28, and a corrected invoice will be sent after completion
On October 3, 2015, a corrected invoice for $was sent with the credited amount of $for the consumptions dates of August 2, through September 28,
Reliant apologizes any inconvenience these proceedings may have caused Mr***It is not our intention to mislead Mr***, but account records do not reflect a request to close the electric service effective August 1, 2015. Additionally, Reliant is sorry to hear that Mr***’s customer experience was not pleasant
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 ***
Customer Support
713-488-
Reliant’s Response to Revdex.com Case #***
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***'s complaint against Reliant
concerns the timeframe to have his electric service at *** *** *** #*** switched to Reliant. Additionally, Mr***'s is requesting the status of a $referral credit due for his account
History
On June 8, 2015, Mr*** contacted Reliant and requested to switch his electric service at *** *** *** #*** effective June 12, 2015. Additionally, Mr*** advised that he was refereed too Reliant by an existing Reliant customer and requested to receive a $account credit as part of Reliant's Customer Referral Program and his request was processed
On June 9, 2015, Reliant received notification from the Electric Reliability Council of Texas (ERCOT) that the switch request for the electric service at ELDRIDGE PKWY *** was rejected due to multiple service requests existed for the same day for electric service identifier (ESI)#1008901023813697790103; therefore, Mr***'s enrollment request for June 12, was not processed. Correspondence was sent to Mr*** reflecting this information on June 10, 2015.
On June 16, 2015, MrAlvai contacted Reliant regarding the status of his enrollment. The Reliant representative advised MrAlvai that his initial request was rejected by ERCOT due to multiple service requests scheduled for the same day. At that time, the switch request was resubmitted for the effective date of June 16,
Multiple contacts were received from Mr*** through September 14, requesting the status of the referral gift card and Mr***l was advised that it can take to weeks to receive the card. Additionally, on September 14, 2015, a request was processed to confirm the status of the gift cards
On September 16, 2015, the investigation determined that there was not an open referral request with the account number that was provided during the June 8, enrollment call
Resolution
Reliant regrets any inconvenience experienced by Mr***. After researching this complaint it was determined that due to multiple service requests scheduled for the same day at ELDRIDGE PKWY *** Reliant’s switch request was rejected by ERCOT. Therefore, a service activation order was not sent to CenterPoint Energy (CNP) to connect the electric service at *** *** *** #*** on June 12, 2015. However, once Mr*** contacted Reliant to investigate the matter on June 16, 2015, a moorder was processed and the service activation completed on June 16, 2015. Reliant cannot be responsible for any other scheduled service requests by another retail electric provider (REP) resulting in the delay of Mr***'s electric service
Additionally, a review of Mr***'s June 8, enrollment call determined that an incorrect account number was provided by Mr*** for the Customer Referral Program; therefore, the credits were not applied to the account. On November 25, 2015, a Reliant representative contacted Mr*** and confirmed the referring reliant customer's account number. A Reliant Card Credit of $will be applied to Mr***'s account within one billing cycle
We appreciate Mr***'s continued service with Reliant
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 W***
Customer Support
713-488-
Reliant’s Response to Revdex.com Case # ***
At Reliant, we take complaints very seriously. We always appreciate hear*** from our customers and want to ensure their concerns are addressed. Please see below for a summary of our find***s:
Issue
Mr*** states that his
electric service at West 8th Street has experienced frequent power outages and is request*** compensation due to the amount of time experienced dur*** the outageAdditionally, Mr*** is request*** a repair of what is c**s*** the power outages
History
Account records do not reflect that Mr*** contacted Reliant regard*** frequent power outages from January 1, through September 21,
Resolution
Reliant regrets any inconvenience these proceed***s may have c**sed Mr***; however Reliant is a Retail Electric Provider (REP) that sells electricity and provides functions such as customer service and bill***. *** Electric Delivery Company is the Transmission and Distribution Service Provider (TDSP) and is responsible for maintain*** the poles and wires, respond*** to emergencies and power outages and meter read***. Reliant does not have the responsibility to service power outages and relies upon *** Electric Delivery Company for the electric service we provide Mr***The electric meter does not register usage dur*** the power outages; therefore, Mr*** is not billed for usage dur*** that time. At this time, no adjustments or credits are warranted
In the event of an outage, please contact *** Electric Delivery Company at (888) 313-or report the outage at http://stormcenter.***com/def**lt.html
On September 24, 2015, Mr*** was contacted and provided an updated
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***
713-488-
Reliant’s Response to Revdex.com Case #***
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
Mr***’ compliant against Reliant concerns an
invoice received of $for seven days of usage and not having the option to change his invoice due date as he was advised when he started his electric service account
History
After researching this complaint we have concluded the following: Mr*** initially began service with Reliant on December 9, at *** *** *** ***Mr***’ local transmission and distribution service provider (TDSP) is Oncor Electric Delivery (Oncor)Oncor is Mr***’ local TDSP in her service territory that is responsible for the actual physical reading and the sending of Mr***’ accurate meter reads too Reliant for billingMr*** would have had the same TDSP and meter readings regardless of his retail electricity provider (REP)Reliant simply billed Mr*** based on meter reads provided by Oncor
On December 18, 2015, an invoice for $was sent for the billing period of December 9, through December 16, (kWh) with a credit Balance Forward of $75.00, a Cash Deposit Request of $and Current Charges of $with a Due Date of January 4,
On December 24, 2015, Mr*** contacted Reliant and inquired about the December 18, invoice and due dateAt that time, the Reliant representative provided an explanation of the invoiced charges and a request was processed to have Mr*** invoice due date changed to the 14th of each monthMr*** was advised that the request can take 1-billing cycles to complete
On December 28, 2015, Mr***’ request for a due date change was processed to the 14th of each month under Reliant’s Pick Your Due Date program effective with the next billing cycle
On December 29, 2015, a one-time payment of $received from an authorized payment location posted to Mr***’ account
Resolution
Reliant regrets any inconvenience or confusion these proceedings may have caused Mr***Reliant has not received any necessary corrections from Oncor and must assume meter reads are correct; therefore, his electricity charges are correctMr***’ account has been reviewed and the charges are valid based on the meter reading provided by Oncor
Reliant’s Pick Your Due Date program allows a customer to select a new due date for their monthly billing if they meet program requirements, one being that the requested due date has to be in accordance with their meter read dateMr***’ account was activated on Reliant’s Pick Your Own Due Date with a due date of on or around the 14th of each month effective with the next billing cycle
Reliant’s records do not reflect the Mr***’ account is enrolled on Reliant’s automatic payment program
Thanks In Advance,
[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 ***, and find that this resolution would be satisfactory to me
Reliant’s Response to Revdex.com Case # ***
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
*** *** is requesting to
receive a $Reliant gift card offered as an incentive for a Reliant referral program for her electric service account at Nile Drive
History
On June 20, 2015, *** *** contacted Reliant regarding the Reliant referral program $gift card. The Reliant agent reviewed the account and advised the promotion was not showing for the account. The agent advised that a PIN number from the card would be required to apply the $50.00. *** *** then ended the call
On June 26, 2015, *** *** contacted Reliant for an update to the gift card for the Reliant referral program. The Reliant agent reviewed the account and advised that the initial card was returned to Reliant and that a second card was issued. *** *** requested that the related late fee of $be reversed and the agent processed the request
On July 16, 2015, *** *** contacted Reliant for an update gift card for the Reliant referral program. The agent reviewed the account and advised that the issued would be escalated. The agent advised to allow up to seven business days pending approval
Resolution
Reliant regrets any inconvenience these proceedings may have caused *** ***. *** ***’s account is eligible for the $Reliant gift cards referral promotion for her account
On July 23, 2015, *** *** was contacted and she verified that the $Reliant gift cards referral promotion was received. As a courtesy, related late charges totaling $were credited to the 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
Bern H***
Customer Support
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Reliant did not act as stated in their responseNot only did Reliant refuse to provide me with a settlement letter in the manner in which I requested, by sending it as a reply to the mails I had sent them with the police report and affidavit, but apparently Reliant has also lied about the fact that a settlement letter was mailed to my address on February 21st, because I checked my PO box yesterday, March 2nd, and there was still no letter from Reliant. Also, Deidra *** from Reliant, conveniently told the Revdex.com that they sent the account to collections back in November, ON THE SAME DAY that I contacted them for the first time, to inform that the account was fraudulent. Over the phone two days ago, Deidra *** told me that they sent the account to collections "one day before or on the same day" that I contacted them for the first time in November. However, I learned about the fact that my name had been submitted to a collections agency because of the Reliant account, only when I received a notification from my credit monitoring service, which alerted me to the fact that IN THE END OF JANUARY 2017, that account was turned over to collections. Therefore, this is one more untruthful statement from Reliant. Proof of how amazingly disorganized, incompetent and unreliable Reliant is, is the fact that although I spoke with many different agents and supervisors at Reliant between November and February 17th, not a single one of them had ever even mentioned the fact that the account had been sent to collections, let alone sent since back in November. I'm sure that in that time period, I spoke with at least different people at Reliant, as did my credit monitoring service. Also, not a single one of them ever referred me to their Fraud Department, which I only found out existed BY CHANCE in the second week of February, during one of my many calls and attempts at communicating with the ever incompetent and disorganized Reliant
Regards, Carol ***
Reliant’s Response to Revdex.com Case # ***
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***’s complaint
against Reliant concerns the automatic draft payments for his electric account and states that Reliant failed to notify him of their system failures. Additionally, Mr*** states that Reliant is refusing to refund his security deposit
History
Mr*** began electric service with Reliant effective August 11, 2014. A $security deposit was required prior to processing the enrollment. Mr*** processed a payment of $satisfying the deposit requirement and his enrollment request was processed
On January 16, 2015, Mr*** enrolled on the Automatic Credit Card payment option. On May 11, 2015, a payment of $that posted to Mr***’s account on May 6, was returned by his financial institution. Correspondence was sent on May 7, advising of the returned payment and the removal of the Automatic Payment option from his account. Additionally, our Credit department confirmed that this payment was returned as “DO NOT HONOR”
Since that time, Mr***’s account has not satisfied the security deposit refund requirement of consecutive months of satisfactory payment history without a delinquency
On September 30, 2015, Mr*** requested that his deposit of $be refunded. Mr*** was advised that his security deposit would be refunded on the 13th month of usage after months of good payment history
Resolution
Reliant apologizes for any inconvenience or miscommunication Mr*** may have experienced regarding his automatic payment option and his deposit refund. At the time of Mr***’s enrollment on August 8, 2014, he was assessed a security deposit of $770.00. Since that time, Mr***’s account has not satisfied the security deposit refund requirement of consecutive months of satisfactory payment history without a delinquency. At this time, there is no delinquency on Mr***’s account. After consecutive months of payment without delinquency on record, Mr***’s deposit of $(plus accrued interest from the time of enrollment) will be refunded or applied to his account (as per his Terms of Service ); otherwise, Reliant may hold his deposit as security for the account until Mr***’s electric service is cancelled with Reliant
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 ***
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...
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 1000 kWh and 8.4¢ per kWh for usage over 1000 kWh, TDSP delivery charges of $5.25 per month and 3.3344¢ per kWh, and a base charge of $5.00. 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, 2015.
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 Mr. Bennett’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 below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Bern H[redacted]
Customer Support
[redacted]
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 5/11/2017 and assigned [redacted]
Reliant has refunded my money. I am satisfied and you can close my case.Thank you!B[redacted] Shiffler
Reliant’s Response to Revdex.com Case # [redacted] Rebuttal 4
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, 2011 advising that the current price plan was expiring and that the account would transition to the Reliant Monthly Flex plan that would charge 12.8 cents/kWh for 2000 kWh with the first meter read date after February 1, 2012 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
713-488-5061
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 8 a.m. to 5 p.m. Deidra [redacted]Customer Support713-488-8681
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] states that she has contacted Reliant...
several times about her move from [redacted].
History
On December 9, 2015, a move-in was requested at [redacted] by another Reliant customer effective December 15, 2015 resulting in the closure of Mr. [redacted]'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, 2015. Ms. [redacted] advised that she made a request to cancel her electric service account in September 2015. 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 $25.35 was sent for the billing period of December 15, 2015 through December 31, 2015 with a returned Payment of $10.78 and Current Charges of $14.57.
Due to a change in the other Reliant customer's move-in date Ms. [redacted]'s account was not cancelled until January 29, 2016.
On February 2, 2016, a final invoice for $74.27 was sent for the final billing period of December 31, 2015 through January 29, 2016 with a Balance Forward of $25.35, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $0.73 and Current Charges of $38.19.
On February 6, 2016, Ms. [redacted] contacted Reliant disputing the February 2, 2016 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 move-in request made by another Reliant customer for [redacted] Ms. [redacted]'s account remained active. Reliant's records do not reflect a request to cancel Ms. [redacted]'s electric service account was received before December 17, 2015; therefore, a credit in the amount of $50.19 for consumption from December 17, 2015 through January 29, 2016 (268 kWh) has been applied to her account.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Deidra [redacted]
Customer Support
713-488-8681