Reliant Energy ripoff and the worst customer service Houston Texas
I recently started service with Reliant Energy, they had me in the cold without light for 6 days. So I decided to switch my service, on same day the service was activated which is February 4,2004, due to poor customer service.
They request a deposit of $310 at the time the service was turned on. I have since switch, however it take 30 days for the service to be switch over, which is March 4, 2004.
Reliant energy knowing that I have switched service is threating to turn the service off if they dont receive the $310 even though I'm only going to be with them for 2 weeks.
I'm asking them to bill me for 1 month service, but they refuse to do that, they want me to pay $310 for services I'm not going to get.
Arlene
Houston, Texas
U.S.A.
1 Updates & Rebuttals
Shaun
Houston,Texas,
U.S.A.
Employee wishes to address your concerns.
#2UPDATE Employee
Sun, March 07, 2004
I am simply another customer service rep, just like those you've already spoken to. I only hope I can bring another perspective to your issue..
First off all, concerning the energization of your service.
Under Senate Bill 7, Signed into law by then Texas Governor George W. Bush, in 1999, Reliant Energy operates as a duly certifed Competitive Retail Electric Provider servicing over 1.6 million customers in the ERCOT service area (over 80% of texas)
The company that connects service in the Houston area is Centerpoint Energy (formerly HL&P) This company serves as the Transmission Distribution Service Provider who owns the poles, lines and meters and also delivers your electric service.
In order to initalize a new service enrollment transction also referred to as a "Move-in or MVI", you must request the transaction through a REP, for adleast three business days notice ahead of the day requested, for that order to be worked by your area's TDSP on that day.
This can be with any REP, not just Reliant. A list of Texas REPs can be found at www.powertochoose.com
A Switch takes 30-45 days for a REP to complete because the area's TDSP does not process the request for the new company to take over until they go out for the month's periodic meter reading. An REP cannot initialize a new service order if you are currently with another provider, as a switch is needed to seamlessly transfer companies. This is why the other REP was unable to process your order for less than 30 days.
If an REP attempts to send a new MVI order, while a customer is with another REP, then the ERCOT system will refuse the transaction.
When you requested the new service with Reliant, you still had the option to cancel, and still have that option, but you will be billed for any usage you have incurred between the meter readings.
If you were left without power for six days, Were you able to request service through Reliant three business days prior to your move-in date, and were their any delays getting your services connected by the TDSP? If their were, this is beyond the REPs' control, and must be addressed with the TDSP. These delays may be caused by Service Outages, Meter access issues, Manpower Limitations or Regulatory changes.
As far as the deposit,
When becoming a customer of an REP, said REP has the option of running credit checks (granted you approve) and also checking previous account history in order to make the determination to assess a security deposit.
Please be aware that this a security. This security can take different forms, you can have another Reliant Energy customer, who has been a customer for adleast 12 months and in good standing, agree to serve as guarantor. In the event you leave the company with an unpaid balance, this person agrees to pay that amount up and to the amount of the deposit.
You may also submit a Letter of Credit, showing good service with another Retail Electric Provider, this serves as a means of proving your good standing credit with a similiar utility.
If the security is not satisifed, we have the right to terminate service after 10 days from starting service as we are the POLR for the Houston area and have the authority to disconnect the service, IF at that time you are not with another REP.
Again, you have the right to terminate service at any time, without penalty (no cancellation fees)but you will not be able to request a new service order with another company unless you terminate service with Reliant First. A switch is needed of you are currently with us.
Our policy regarding deposits is stated in our Terms of service packet mailed to you, and which you can request a copy of at any time at no obligation to you:
"The Terms of service is conditioned upon you demonstrating to us your creditworthiness and is subject to ongoing review and approval of your credit worthiness during the Delivery Term,
Under the terms of service, you will be required to provide an initial deposit if you cannot maintain or demonstrate satisfactory credit , or an additional deposit if you cannot maintain such credit, each as Determined by Reliant Energy."
Please, if you wish to file a formal complaint about our company, please contact us at 713-207-7777 or 1-866-222-7100. We are open 24/7 and we are here to address your complaints to the best of our abilty.
If you are disatisfied with the resolution of your complaint, or do not recieve a response in an acceptable amount of time, you may file a complaint with the Public Utilty Commission of Texas, By Phone at 1-888-782-8477, on the web at:www.puc.state.tx.us, or by writing to
PUC - Customer Protection
P.O. Box 13326
Austin, TX 78711-3326
Thank you for your time and I hope your issue has already been resolved and this information will not even be needed.