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Pennywise Power, LLC

Additional Locations

Phone: (877) 455-4674 Fax: (877) 455-4674 1201 Fannin, Houston, TX 77002 http://www.pennywisepower.com


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Description

This business is a retail electric company.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Pennywise Power, LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 32 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

32 complaints closed with BBB in last 3 years | 13 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 20
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 8
Total Closed Complaints 32

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Pennywise Power, LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: July 08, 2011 Business started: 10/15/2008 in TX Business incorporated 09/29/2010 in TX
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas Public Utility Commission
1701 N. Congress, Austin TX 78701
http://www.puc.state.tx.us/
Phone Number: 888-782-8477
customer@puc.state.tx.us

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Tony Marcella, Director of Operations Ms. Stacy Davis, Manager Ms. Elizabeth Killinger, President
Contact Information
Principal: Mr. Tony Marcella, Director of Operations
Related Businesses
Reliant Energy Green Mountain Energy Company Allied Warranty, LLC NRG Home Services, LLC NRG Energy, Inc.
Business Category

ELECTRIC COMPANIES

Alternate Business Names
U.S. Retailers LLC

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1201 Fannin

    Houston, TX 77002 (877) 455-4674

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 2229

    Houston, TX 77252

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

11/9/2015 Billing/Collection Issues
11/2/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am complaining about what appears to be misleading advertising by Pennywise Power with regard to its use of the Energy Fact Label. In July 2015, I signed up for Pennywise Power's "Wise Buy Conserve 6 Plan." I read the Energy Facts Label, specifically looking at the average price per kwh for energy use of approximately 2000 kwh per month. The Energy Facts Label showed pricing of approximately 5.5 cents per kwh for usage of approximately 2000 kwh/month. However, as I studied my bills recently, I noticed that I am being charged in excess of 6.5 cents per kwh for usage above 2000 kwh. After communicating with Pennywise Power to question the charges, I was informed that Pennywise Power applies a $25 credit to bills with usage under 2001 kwh. Obviously, Pennywise power specifically ceases this credit at 2001 kwh so that is can advertise ***** cent price on the Energy Facts Label. Most absurd is the fact that the ONLY customer who would ever receive 5.5 cents per kwh is a customer who used EXACTLY 2000 kwh in one month. I do not believe for a second that regulatory authorities intended for this kind of misuse of the Energy Facts Label. I understood when I signed up for electricity that I would be paying 5.5 cents per kwh for usage at or above 2000 kwh. I never would have signed up for electricity with Pennywise Power if I had understood how they were misusing the Energy Facts Label. This use is abusive and specifically intended to mislead customers.

Desired Settlement: I will except one of the following: (1) Credit for all past and future charges (through the end of my contract) above 5.5 cents per kwh for usage over 2000 kwh; or (2) Credit for all past charges above 5.5 cents per kwh for usage over 2000 kwh, plus immediate cancellation of contract without penalty.

Business Response:

At Pennywise Power, 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. *****’s complaint against Pennywise Power concerns the advertising of the average price per kWh as reflected on the Electricity Facts Label (EFL).  Ms. ***** states the average price of her invoices should reflect approximately 5.5¢ per kWh as shown on the EFL for usage of approximately 2,000 kWh; however, she has been billed over 6.5¢ per kWh.  Ms. ***** questions the application of the $25.00 Usage Credit in the average price per kWh calculation.

History

On June 3, 2015, an online switch request was received from Ms. ***** to switch the electric service account at **** ********** **** to Pennywise Power effective July 1, 2015.  Ms. ***** agreed to enroll in the Wise Buy Conserve 6 Plus plan.  This plan offers a Base Charge of $9.95 per billing cycle, an Energy Charge of 2.7¢ per kWh, Transmission and Distribution Service Provider (TDSP) Delivery Charges which are passed through without mark-up and a Usage Credit of $25.00 which will be included for each billing cycle in which the usage is more than 999 kWh and less than 2,001 kWh.  The term of this plan is 6 months and it has a $150.00 Early Cancellation Fee.  A confirmation email was sent to

Ms. ***** at ***********@AOL.COM on June 3, 2015.  The confirmation email included links to the Terms of Service agreement, the "Your Rights as a Customer" document and the EFL.  Attached are Ms. *****'s Terms of Service agreement, EFL and online switch authorization as a reference. 

On July 17, 2015, an invoice for $77.33 was sent for the billing period of July 1, 2015 through

July 15, 2015 (1,478 kWh).  This invoice reflects Wise Buy Conserve 6 Plus plan pricing and includes a statement advising, “The average price you paid for electric service this month (per kWh) is $0.052”.  Attached is the July 17, 2015 invoice for your review.

On August 17, 2015, an invoice for $208.34 was sent for the billing period of July 15, 2015 through August 13, 2015 (3,224 kWh).  This invoice reflects Wise Buy Conserve 6 Plus plan pricing and includes a statement advising, “The average price you paid for electric service this month (per kWh) is $0.065”.  Attached is the August 17, 2015 invoice for your review.

On September 16, 2015, an invoice for $185.46 was sent for the billing period of August 13, 2015 through September 14, 2015 (2,754 kWh).  This invoice reflects Wise Buy Conserve 6 Plus plan pricing and includes a statement advising, “The average price you paid for electric service this month (per kWh) is $0.067”.  Attached is the September 16, 2015 invoice for your review.

On October 12, 2015, multiple emails were received from Ms. ***** disputing the average price per kWh reflected on the September 16, 2015 invoice, stating that the average price per kWh should be 5.5¢ as reflected on the EFL. A response was emailed to Ms. ***** advising that the EFL’s average price of 5.5¢ per kWh is an example is based on using 2,000 kWh.

On October 15, 2015, an invoice for $127.79 was sent for the billing period of September 14, 2015 through October 13, 2015 (1,914 kWh).  This invoice reflects Wise Buy Conserve 6 Plus plan pricing and includes a statement advising, “The average price you paid for electric service this month (per kWh) is $0.057”.  Attached is the October 15, 2015 invoice for your review.

Resolution

Pennywise Power regrets any inconvenience or confusion these proceedings may have caused Ms. *****. The EFL received by Ms. ***** for electricity service with Pennywise Power outlines the pricing components of the Wise Buy Conserve 6 Plus plan as well as any additional charges her account may incur under the terms and conditions of enrollment.  After reviewing the EFL, the average price per kWh reflected on the Wise Buy Conserve 6 Plus EFL accurately takes in account the $25.00 Usage Credit if the consumption is greater than 999 kWh and less than 2, 001 kWh and does not account for the Usage Credit over 2,001 kWh.  The price disclosure is an example based on average prices and Ms. *****’s average price for electric service will vary according to her usage. 

Ms. *****’s billing and charges and the EFL for the Wise Buy Conserve 6 Plus plan have been reviewed and are considered correct.

On October 20, 2015, a Pennywise Power representative contacted Ms. ***** and provided her with her account status including an explanation of the Wise Buy Conserve 6 Plus price plan components.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 

Yomeko B****

Customer Support

713-488-8816

Business Response:

Pennywise Power Response to BBB Case # ******** Rebuttal

Pennywise Power regrets any inconvenience these proceedings may have caused Ms. ***** and we understand Ms. *****’s concerns regarding the representation of her price plan.

While we understand Ms. *****’s concerns regarding her electric service account price plan, proper notification was sent to her advising of the facts on behalf of the Wise Buy Conserve 6 Plus price plan.

The EFL received by Ms. ***** for electricity service with Pennywise Power outlines the pricing components of the Wise Buy Conserve 6 Plus plan as well as any additional charges her account may incur under the terms and conditions of enrollment.  After reviewing the EFL, the average price per kWh reflected on the Wise Buy Conserve 6 Plus EFL accurately takes in account the $25.00 Usage Credit if the consumption is greater than 999 kWh and less than 2, 001 kWh and does not account for the Usage Credit over 2,001 kWh.  The price disclosure is an example based on average prices and Ms. *****’s average price for electric service will vary according to her usage. 

For any additional questions about this concern, please contact me at 713-488-8614.  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m. 

Yomeko B****

Customer Support

713-488-8614

Consumer Response: Better Business Bureau:

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.  

This response does not address the manipulative pricing (for EFL purposes) and misleading advertising by Pennywise Power. I reject Pennywise Power's response.

Regards,


 

10/26/2015 Problems with Product/Service
10/25/2015 Problems with Product/Service
10/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am categorizing this under advertising issues, but it is both advertising and customer service issues. On 2/23/15, I received an email from Pennywise Power indicating that it is time for me to choose my renewal incentive. I completed my portion and elected for a gift card. To date, I have not received the gift card! I have contacted Pennywise Power on numerous occasions, and they have yet to resolve the issue. My latest attempt was a phone conversation with customer service that occurred on 9/3/15. The agent, Armando, indicated that either a gift card or bill credit could be provided. I elected for the bill credit option because he explained this would be the quicker of the two solutions to implement. Still to this date, no response from them. In my follow-up email on 9/9/15, their responses have been very vague, and leads me to believe that they have simply "dropped" my case. As I indicated above, my concern with Pennywise Power is two-folds: 1) Customer service and 2) Advertising. Regarding advertising, I just don't believe they will honor their commitment to me via the renewal incentive program. Refer to reference number ****************.

Desired Settlement: Given the timeline and frustration, I would like Pennywise Power to honor their commitment -- provide me a bill credit of the amount provided in the renewal incentive AND provide me the incentive that I elected in that renewal incentive.

Business Response:

At Pennywise Power, 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 requesting to receive a $25.00 gift card promotional incentive for the electric service at *** **** ****.

History

On January 22, 2015, Mr. ***** contacted Pennywise Power requesting a status of the $25.00 gift card promotional incentive.  The Pennywise Power representative advised Mr. ***** to allow 1-2 billing cycles from the renewal of his price plan to receive the $25.00 gift card promotional incentive.

On August 14, 2015, Mr. ***** contacted Pennywise Power for the status of the $25.00 gift card promotional incentive.  The Pennywise Power representative reviewed the account and determined that the $25.00 gift card promotional incentive was not processed. At that time, a request was submitted to investigate the promotional incentive.

Multiple contacts were received from Mr. ***** from September 3, 2015 through September 15, 2015 requesting a status of the $25.00 gift card promotional incentive.  The Pennywise Power representative advised Mr. ***** that the investigation is under review and to allow 1-2 billing cycles for resolution.

Resolution

Pennywise power regrets any inconvenience these proceedings may have caused Mr. *****.  On October 1, 2015, as a one-time courtesy, $50.00 was credited to the account in lieu of the $25.00 gift card promotional incentive and for Mr. *****’s customer experience.

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. 

Yomeko B****

Customer Support

713-488-8614

8/23/2015 Problems with Product/Service
8/3/2015 Billing/Collection Issues
7/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My current electricity plan contract with PennyWise Power was to expire on June 27, 2015 and I called PennyWise Power to see if they could offer me a competitive rate per kWH for my residential electricity needs. After talking to a sales representative and his supervisor, I renewed my electricity plan on June 22, 2015 (by phone) with my current provider PennyWise Power, choosing the "Wise Buy Select 24" plan. I had fully disclosed that I was planning on moving my residence on July 30, 2015 and that I only needed an electric plan for another month before I moved. Instead of choosing a month-to-month plan (which I wanted) the sales representative and his supervisor induced me to choose the much longer 24-month "Wise Buy Select 24" contract after confirming 1)there would be no early termination fees since I was moving to a new location in a month, and 2)they confirmed that I would be guaranteed a $150 sign-on bonus (credited to my electric bill) as an incentive to renew with the Pennywise Power. I called Pennywise Power today, July 23, 2015, in preparation to cancel and/or transfer electricity service to my new residence beginning July 30, 2015. However, to my surprise, the customer service representative stated that there is "no credit" in the amount of $150 for the "sign-up" bonus to my account! Pennywise Power is guilty of using the "bait and switch" tactic, I was baited to sign onto a much more expensive contract for the promise that I would get a sign-up bonus $150 that never materialized. I would like the BBB get me my sign-up bonus for $150 and audit their sales practices to prevent this fraud from happening again.

Desired Settlement: I want my $150 sign-up bonus to be posted to my credit card on file.

Consumer Response: Better Business Bureau:

This letter is to inform you that Pennywise Power, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/23/2015 6:52:32 PM and assigned ID ********.

I contacted Pennywise Power, LLC today, 7/24/15 at 4:00pm. Supervisor, Rene, and customer service representative, Cheyla, have both confirmed that 1) I will NOT incur a fee for early termination of service because I am moving to a different residential address within the city of Houston, TX and 2) they WILL credit $100.00 for the "sign-up" bonus promised to me in my upcoming August 2015 billing statement.

Should I incur a fee for early termination of service and/or not receive the promised credit for $100.00 in my upcoming August 2015 billing statement, I will file another complaint with the BBB.org.


Regards,
Randall K *******

7/9/2015 Billing/Collection Issues
5/15/2015 Billing/Collection Issues
4/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: From: ****, Susan [mailto:********************] Sent: Thursday, March 26, 2015 8:50 AM To: service@****************** Subject: REFUND $275.03 - Account # 11637145-1 / **** *********** ** *** **** Dallas, TX ***** service@****************** This email is to request a full refund of $275.03 for overpayment paid online on March 23, 2015. February 18, 2015 payment $95.50 was rejected by pennywise bill*** systems when there was over $5,000 in our bank account. March 20, 2015, $275.03 was paid show*** insult*** overcharges and lates charges due to Pennywise bill*** strategy. March 23, 2015, $275.03 did not show on our bank account due to pennywise bill***. March 23, 2015, $234.25 was paid by call*** pennywise **************, still not show*** payment $275.03. I would like a full refund of $275.03 effective immediately. There is no reason my money should take 20 days to refund. This is robbery. Why does it take until 20 days for a FULL REFUND? April 14, 2015 for a full refund of $275.03 when pennywise bill*** is clearly the error. This is not acceptable customer service. ********* ********, Account # 11637145-1 Sincerely, Susan **** Your Real Estate Resource | Coldwell Banker Residential | **** * ****** *** ***** *** | Plano, TX ***** | ************ cell | ************ fax website http://*************/susan**** | Monthly Newsletter http://www.contactdirect.net/newsletters/Susan****.php SERVICE ADDRESS ESIID number: ***************** Address 1: **** *********** ** *** **** County: Texas City: DALLAS State: TX Zip Code: ********* ********* ********, ************ Susan ****, ************

Desired Settlement: REFUND $275.03 EFFECTIVE IMMEDIATELY.

Business Response:

Sent: Wednesday, September 02, 2015 12:53 PM

Subject: Pennywise Power BBB Complaint #******** ********* ********

 

At Pennywise Power, 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. ******** is disput*** a Returned Payment notification received for the electric service at **** *********** ***** ********* ****. Additionally, Ms. ******** is request*** a refund for $275.03 as a result of an overpayment and disput*** the timeframe to receive a refund check.

History

On February 18, 2015, an invoice for $95.50 was sent for the bill*** period of January 15, 2015 through February 16, 2015 due by March 6, 2015.  

Later, on February 18, 2015, a one-time bank draft payment of $95.50 processed through Pennywise Power's Online Account Management (OAM) and posted to Ms. ********' account.

On February 23, 20145, Pennywise Power received notification that the payment of $95.50 was not honored by Ms. ********' financial institution; therefore, a Returned Payment Charge of $25.00 was assessed.

On February 24, 2015, correspondence was sent to Ms. ******** advis*** of the Returned Payment.

On March 10, 2015, a Disconnection Notice for $95.50 was sent due by March 20, 2015.

On March 19, 2015, an invoice for $275.03 was sent for the bill*** period of February 16, 2015 through March 17, 2015 due by April 6, 2015 with a Returned Payment of $95.50, a Returned Payment Charge of $25.00, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $4.78 and Current Charges of $139.75.     

On March 20, 2015, a one-time bank draft payment of $275.03 processed through Pennywise Power's Online Account Management (OAM) and posted to Ms. ********' account.

On March 23, 2015, Ms. ******** contacted a Pennywise Power representative regard*** the status of her electric service account stat*** that the March 20, 2015 payment for $275.03 was not reflected on her financial institution’s statement.  Ms. ******** was advised that her electric service account currently reflected a zero balance and to allow additional time for the payment to process through her financial institution. However, at that time, Ms. ******** requested to process a payment of $235.25 to be applied to the account and the payment was processed. As a courtesy, a Returned Payment Charge of $25.00, a Late Payment Penalty of $4.78 and a Disconnect Notice Fee of $10.00 were credited to Ms. ********' electric service account result*** in a credit balance of $275.03.

On March 26, 2015, Ms. ******** contacted Pennywise Power to request a refund of the $275.03 credit balance reflected on her electric service account and the refund request was processed. Ms. ******** was advised to allow 10 calendar days for the refund request to be processed and additional time for the refund check to be received via mail. 

On March 28, 2015, Pennywise Power received notification that the electric service at **** *********** ***** ********* **** was switch*** to another retail electric provider (REP) effective March 27, 2015. 

On March 31, 2015, a final invoice reflect*** a credit balance of $181.00 was sent for the final bill*** period of March 17, 2015 through March 27, 2015 with a Balance Forward credit of $235.25, a Return Payment Charge credit of $25.00, a Late Payment Penalty credit of $4.78, a Disconnect Notice Fee credit of $10.00 and Current Charges of $94.03. 

Resolution

Pennywise Power apologizes for any inconvenience or confusion these proceed***s may have caused Ms. ********. On March 31, 2015, a refund check for $181.00 was mailed to Ms. ******** at **** *********** ***** ********* ****, Dallas, Texas *****.

On April 3, 2015, a Pennywise Power representative contacted Ms. ******** and provided her with status of her electric service account and refund check.

On April 13, 2015, Pennywise Power confirmed that the $95.50 payment was not honored by Ms. ********’ financial institution because they were unable to locate Ms. ********’ account.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 

Crystal K***

Customer Support

************

4/4/2015 Advertising/Sales Issues
3/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Greetings This is *** ******* ******, a resident of **** ***** ***** **********, *** ****, ********, Texas ***** . We are new to this apartment and occupied it on Jan 13th,2015, immediately after occupancy we approached pennywise for registering into the power service. There was mere injustice happened to Indian students like us. They took 1 month of time to add us into the network, inspite giving the required details asked by them and also paid the required credentials, they failed to approve the details given by us and did not even intimate us, that the details are not approved, and the penalty for this was we had to pay an amount of 780$ for the month of Jan and for the month of Feb its not yet mentioned( this amount is paid by us as because the apartment is under commercial service) .

Desired Settlement: The previous power bill must be waived off because we don't bare the responsibility for not adding the apartment into their (pennywise) network. Its completely negligence of the service provider and want clear justice for this happening. Because of their negligence we are asked to pay the penalty as mentioned above.

Business Response:

Sent: Wednesday, March 11, 2015 2:30 PM
To: drteam
Cc: Escalated Issues (Pennywise)
Subject: PWE BBB Complaint # ********

 

Good afternoon,

 

Please review the information below.

 

NRG Energy

http://www.nrgenergy.com/images/pixel-signatureline21.jpg

Bernabe H******** ***
CSMR-Escalated Issues

Social Media
O: ************

 

Note: The information contained in this e-mail and any accompanying documents may contain information that is confidential or otherwise protected from disclosure. If you are not the intended recipient of this message, or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message, including any attachments. Any dissemination, distribution or other use of the contents of this message by anyone other than the intended recipient is strictly prohibited.

 

 

 

From: Escalated Issues (Pennywise)
Sent: Wednesday, March 11, 2015 2:17 PM
To: Escalated Issues (Pennywise)
Subject: RE: PWE BBB Complaint # ********

 

Pennywise Power’s Response to BBB Case # ********

 

At Pennywise Power, 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 her connection date for electric service at **** ***** ******.

 

History

On January 15, 2015, Mrs. ****** contacted Pennywise Power and agreed to enroll her electric service at **** ***** ****** #*** for the same date of January 15, 2015.  During the enrollment, Mrs. ****** was advised that an identification hold was being placed to the account and that proof of her identification was being requested to complete the enrollment.  Mrs. ****** was advised that the information could be emailed to ************************** to complete the request.  Mrs. ****** was also informed it would take 24-48 hours upon receipt of proof of identification, for Pennywise Power to process her enrollment. A deposit of $225.00 was also requested and Mrs. ****** processed a payment of $225.00.

 

On February 3, 2015, Mr. ****** contacted Pennywise Power requesting the meter number for service address **** ***** ****** #***. The Pennywise Power representative informed Mr. ****** the enrollment was still pending until the proof of identification was submitted. Mr. ****** was provided email address ************************** to submit the required proof of identification.

 

On February 13, 2015, Mrs. ****** emailed Pennywise Power stating she was attempting to register her Pennywise Power account online however she was receiving an error message stating Pennywise Power was not her service provider. Pennywise Power replied to Mrs. ****** stating her request for service at **** ***** ****** #*** was still on hold since no proof of identification was provided. Ms. ****** was advised to submit a valid form of identification to Pennywise Power so that we may complete her service request.

 

Later that day, an email from Mrs. ****** was received with a copy of her passport. A confirmation email was sent advising Mrs. ****** her passport information would be forwarded to the Credit department for review in order to complete the enrollment.

 

On February 16, 2015, the enrollment for service was completed.

 

On February 17, 2015, Mrs. ****** contacted Pennywise Power to check on the status of the enrollment for the account.  The agent verified that service was initiated under Mrs. ******'s name as of February 16, 2015.  Mrs. ****** advised of billing for the service address under the previous owner's name until Pennywise Power completed the enrollment.  The agent advised that the enrollment completed once the identification was able to be verified.

 

Resolution

Pennywise Power apologizes for any confusion and miscommunication Mrs. ****** may have experienced regarding her enrollment for electric service with us.  In reviewing the account,  the enrollment was not able to complete until the identification hold was removed from the account. 

 

Mrs. ******'s concerns regarding compensation for reimbursement of disputed charges of $780.00 due to the enrollment of service being delayed will be referred to our Claims area.  The Claims area has up to 45 days to resolve Mrs. ******’s request.

 

On March 11, 2014, Mrs. ****** was contacted and advised of the referral issued to Claims.  Mrs. ****** was advised to email a copy of the disputed invoiced charges for review. 

 

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m.

 

Bern H********

Customer Support

************

 

 

NRG Energy

http://www.nrgenergy.com/images/pixel-signatureline21.jpg

Bernabe H******** ***
CSMR-Escalated Issues

Social Media
O: ************

 

Note: The information contained in this e-mail and any accompanying documents may contain information that is confidential or otherwise protected from disclosure. If you are not the intended recipient of this message, or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message, including any attachments. Any dissemination, distribution or other use of the contents of this message by anyone other than the intended recipient is strictly prohibited.

 

2/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In April of last year (2014) I was told that I would receive a $50.00 incentive for renewing my annual contract with Pennywise Power. In June I was emailed with several different options to choose from for my incentive, and I chose to get a bill credit in the amount of the $50.00. I was informed that this could take up to 8 weeks to receive. I called the company in September to see why I hadn't received my credit and I was told that I would get my credit on the following bill. I never received that credit so I called back about a month later. The representative told me that there was an error in processing and that the system had said that I got the credit but that they confirmed that I had indeed not gotten it so the told me they would escalate the issue and get it credited on the following bill. I called about a month later because I had still not received my credit and they told me that they would look into it and call me within 24 hours. I never received a call back from them so I called again. When I called I asked to speak with a supervisor and was told that the person on the phone "had more power" than the other people I had spoken with and would be able to help me. She told me that she would escalate it again straight to the people who would be able to take care of the refund. I waited and I still have not received my $50.00 incentive. It has been 9 months since I renewed my contract, and 5 months since I was told I would receive it. I have called 5-6 times and every time I have been told that it will be on my next bill and it has not been applied as of yet. I have never been given an explanation, just that it would be escalated and reflect on my following bill.4

Desired Settlement: I want to get the $50.00 that i was offered to renew my contract. I have multiple emails with dates and information stating that I would get the bill credit, and have called several times to get what was rightfully mine. I would also like an explanation as to why i have been told multiple times that I had been taken care of and that the credit would reflect on my next bill and hasn't. I have been a loyal customer, and i am extremely disappointed by the lack of follow through during the last 6 months.

Business Response:

Pennywise Power’s Response to BBB Case # ********

At Pennywise Power, 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 a missing $50.00 credit to her account at service address **** *********** *****.

History

On April 15, 2014, Ms. ****** submitted a request to change her current price plan, the Pennywise Wise Buy 12 Premium expiring May 15, 2014 to the Pennywise Stability 12 price plan which included a $50.00 account credit, for her electric service account at **** *********** *****.  Ms. ****** was informed the $50 account credit could take 1-2 billing cycles to process onto her account.

On May 20, 2014 the Pennywise Stability 12 plan was applied to Ms. ******'s account.

On August 22, 2014 Ms. ****** contacted Pennywise Power requesting an update regarding the $50.00 credit, the Pennywise Power agent advised Ms. ****** the $50.00 credit would apply within 1-2 billing cycles.

On September 11, 2014 Ms. ****** requested to start electricity service for her new location 345 Cedar Crest Drive to initiate September 15, 2014.

On September 15, 2014 the requested enrollment completed at 345 Cedar Crest Drive.

From September 22, 2014 through October 16, 2014 Ms. ****** contacted Pennywise Power regarding the misapplied $50.00 credit on several occasions, in which several agents submitted investigations for further review.

During those investigations on September 24, 2014 a switch from another retail electric provider was received and completed for Ms. ******'s service address at **** *********** *****, closing Ms. ******'s electricity account with Pennywise Power.

December 9, 2014 Ms. ****** contacted Pennywise Power regarding the previously submitted misapplied $50.00 credit investigation, the Pennywise Power agent escalated the investigation and offered to contact Ms. ****** the following day, and unfortunately that agent did not contact Ms. ****** the following day.

Resolution

Pennywise Power apologizes for any confusion and miscommunication Ms. ****** may have experienced regarding the misapplied $50.00 account credit.  The account credit of $50.00 has been applied to Ms. ******'s account as of January 22, 2015 and an additional courtesy credit of $10.00 was applied to the account for the inconvenience. Ms. ****** has been contacted and is appreciative of the resolution.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 

Nancy S***

Customer Support

713-488-5416

1/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: There are several different issues starting after my term was ending. They have been trying to pad the bills with fees and charges. Pennywise does not accept payments from my main credit Card so I have to purchase a card to make payment. Last month( December) I purchased card in the amount of the past due bill. The amt changed when I was ma**** the payment on their site. I used a bank account to cover the difference. I had already confirmed the money was there. Pennywise then said they could not charge the account and tacked on a $30 return fee (they never tried to debit the account). Then I received my bill for Jan. I went to the website to pay the bill. My bill was past due 91.57 and the letter I received said pay that amt, but from past experience I knew that they would tack on additional charges and to make sure I had more in my account, and sure enough that is what they did. I took screen shots because when you call they never have knowledge of anything. The screenshot clearly stated 91.57, just like my bill and the letter I received, but the amount highlighted as past due said $101.57, so I paid the 101.57. As soon as I paid that I received another notice saying I owe 91.57 and they would have to charge my account another $10 for sending out another late notice. Problem is I was no longer late my bill is current. This will be the third late fee for one billing period. Know my account is saying past due $10 and they also added a second $10 to my bill (this is a common practice with them). I have several bills showing fees added after the bill is paid. Third issue is when my plan expired in November they have tried to tack on multiple fees. I had not choose a plan and at the end of my term and decided to choose a wise 4 for 8.3. It was to start in a few billing cycles. When I logged in the rate is at 13 which is not even the going month to month cost per KWH and they had added that KWH to a monthly plan (without my permission). That is not the plan I agreed to. I still have proof of the plan I signed up for. They are as**** for an early termination fee to break the plan, even-though it is not the plan I confirmed in my email. Thank you, ***** *******

Desired Settlement: I would like a refund/credit to my account for the cramming charges and correction on my new plan.

Business Response:

Pennywise Power’s Response to BBB Case # ********

At Pennywise Power, 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 invoiced charges for her electric service account at **** **** ***** ******. Additionally, Ms. ******* has concerns regarding the start date of her price plan.

History

On October 7, 2014, a contract expiration notice (CEN) was sent to Ms. ******* advising that her current plan was due to expire effective the meter read on or after November 3, 2014, and that if another price plan or retail electric provider (REP) was not selected by this date that her account would continue on Pennywise Power's Wise Buy Monthly plan.  

On October 29, 2014, a Pennywise Power representative attempted to contact Ms. ******* to discuss renewal price plans, but she was not available and a message was left providing contact information.

On November 4, 2014, an invoice for $129.72 was sent for the billing period of October 02, 2014 through October 31, 2014 with a Balance Forward of $62.74, a Late Payment Penalty of $3.00 and Current Charges of $63.98.

On November 6, 2014, a one-time credit card payment of $60.00 posted to Ms. *******’s account.

Later on November 6, 2014, a one-time bank draft payment of $2.74 posted to Ms. *******’s account.

On November 13, 2014, a notification was received advising that the payment of $2.74 was not honored by Ms. *******’s financial institution because the bank account information provided at the time of the payment could not be located by her financial institution. At that time, a Returned Payment Fee of $25.00 was assessed to Ms. *******’s account.

On November 14, 2014, correspondence was sent which advised that the November 6, 2014 payment of $2.74 was rejected and requested payment be remitted immediately.

On November 20, 2014, a one-time credit card payment of $5.00 was posted to Ms. *******’s account.

On November 25, 2014, a disconnection notice for $64.72 was sent due by December 5, 2014.

A request was not received from Ms. ******* to change her current price plan; therefore, her account transitioned to the Wise Buy Monthly plan effective December 2, 2014.

On December 4, 2014, an invoice for $156.57 was sent for the billing period of October 31, 2014 through December 2, 2014 with a Balance Forward of $61.98, a Returned Payment of $2.74, a Returned Payment Charge of $25.00, a Late Payment Penalty of $3.20 and Current Charges of $63.65.

On December 6, 2014, a one-time credit card payment for $65.00 was posted to Ms. *******’s account.

Later on December 6, 2014, Ms. ******* contacted Pennywise Power via web and agreed to enroll on Pennywise Power's Wise Buy 4.  This plan offers an initial energy charge of 4.7¢ per kWh, transmission and delivery service provider (TDSP) delivery charges are passed through without mark-up and a base charge of $9.95 per billing cycle for usage under 1000 kWh.  This plan is a term price plan for 4 months and has a cancellation fee of $75.00.  At that time, Ms. ******* was advised to allow one to two billing cycles for completion of her request. Ms. ******* was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on December 7, 2014.

On December 29, 2014, a disconnection notice for $91.57 was sent due by January 8, 2015.

On January 5, 2015, a disconnection notice for $91.57 was sent due by January 15, 2015.

On January 6, 2015, an invoice for $245.04 was sent for the billing period of December 2, 2014 through

December 31, 2014 with a Balance Forward of $91.57, a Late Payment Penalty of $4.43 and Current Charges of $149.04.

On January 6, 2015, a one-time credit card payment of $101.60 was posted to Ms. *******’s account.

On January 7, 2015, Pennywise Power received an email from Ms. ******* for a status of her account. An Pennywise Power representative replied to Ms. ******* requesting that she provide account verification information to further assist and provide a response.

Resolution

Pennywise Power regrets any miscommunication or confusion these proceedings may have caused Ms. *******; however, a review of her account determined that she has been invoiced in accordance with her Terms of Service.

A late payment penalty may be assessed to an account based on any remaining past due balance after the due date of an invoice has passed.  A disconnect notice fee is an administrative fee which may be assessed to an account any time a disconnection notice is generated on an account.  Any fees assessed to Ms. *******’s account were disclosed in her Terms of Service and on the disconnect notices sent. 

As a courtesy, the Returned Payment Charge of $25.00 was credited to Ms. *******’s 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. 

******* ****

Customer Support

************

10/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: this company advertized a $50 **** gift card with the purchase of their electric service last year and has never sent it to us. After numerous repeated calls they always say "I'll look into this and call you back within 48 hours" and no one ever calls back. Not even one time in almost a year.

Desired Settlement: I'd like the promised gift card or at least a $50 credit off of my electric bill in lieu of it.

Business Response:

Pennywise Power’s Response to BBB Case # ********

At Pennywise Power, 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

*** ****** disputes not receiving a $50.00 incentive for his electric service at *** ****** *****.

History

On ***** *** ****, *** ****** contacted Pennywise Power to dispute not receiving the $50.00 incentive.  At that time, a request was processed to investigate *** ******’s account.

On *** *** ****, *** ****** contacted Pennywise Power to dispute not receiving the $50.00 incentive.  At that time, the Pennywise Power representative advised *** ****** that the investigation is still being reviewed.

On *** *** ****, *** ****** contacted Pennywise Power on behalf of *** ****** to dispute not receiving the $50.00 incentive.  At that time, the Pennywise Power representative advised *** ****** that that the dispute is still being investigated.

On ****** *** ****, *** ****** contacted Pennywise Power on behalf of *** ****** to dispute not receiving the $50.00 incentive.  At that time, the Pennywise Power representative advised *** ****** that that the dispute is still being investigated.

Later on ****** *** ****, a Pennywise Power supervisor credited $50.00 to *** ******’s account and notated that the credit will be applied as of the next invoice.

On ********* ** ****, an invoice for $****** was sent for the billing period of ****** ** **** through ********* ** **** which included a miscellaneous adjustment credit of $50.00 and current charges of $******.

Resolution

Pennywise Power apologizes for any confusion and miscommunication *** ****** may have experienced in the delay of receiving the $50.00 incentive. A review of his account determined that the $50.00 credit incentive was applied on his ****** *** **** invoice. There are no adjustments warranted at this time.

On ******* *** ****, *** ****** was contacted and provided the update.  Additionally, duplicate invoices were mailed at *** ******’s request.

As a courtesy, $25.00 was credited to *** ******’s account for his experience.

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. 

******* ****

Customer Support

************

8/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: These guys have screwed me for the last time! I am one ticked off homeowner. From ****** to ****** I used **** kwh at an average rate of $.******* for a total of $******. On **** ***, I replaced both of my 16 year old 10+SEER AC units (one for downstairs and one for upstairs) with brand new 16+ SEER systems. I couldn't wait to see how much money I would save over the next billing period during the hottest time of the year. Boy was I in for a surprise. My statement was emailed to me today and what a shocker! My bill increased to $******! I checked the usage and I only used **** ***, so almost a third less. The rate, however, jumped from $.******* to $.*******, effectively doubling! I was on the variable rate plan so expected minor fluctuations in the rate, but I sure as heck did not expect the rate to double, and in the middle of the summer! DO NOT FALL FOR THE PENNYWISE LOW INTRODUCTORY RATE. IT IS A TRICK! THEY WILL SUCK YOU IN, DOUBLE YOUR RATE, AND THEN TELL YOU THEY CAN'T DO ANYTHING ABOUT IT. This is actually the 2nd time this happened to me as my fixed rate plan expired and converted to a rate that was twice as high. When I signed up for this plan, it was only $.*******. That lasted for 2 billing cycles, then wham! We just doubled your rate again, sucker! Okay, that's the last straw for me. PENNYWISE YOU WILL NEVER, EVER GET MY BUSINESS AGAIN!

Desired Settlement: I would like the rate of $.******* applied to my bill with statement date of ******. Applying that rate toward usage of **** *** would result in charges of $******, NOT $******. The difference to be refunded to me would be $******.

Business Response:

At Pennywise Power, 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 disputing the price per kWh invoiced for his electric service at ***** ******* ***** *****.

History

On *** ** ****, an online switch request was received from **. ****** requesting to enroll the electric service at ***** ******* ***** ***** effective the next scheduled meter read date.  **. ****** and agreed to enroll in Pennywise Power’s Wise Buy Monthly price plan.  The Wise Buy Monthly plan is a variable, month-to-month plan.  Emails confirming **. ******’ enrollment request were sent on *** *** **** to *********************.  The emails included links to **. ******’ electricity facts label (EFL), terms of service agreement, and a copy of “Your Rights as a Customer” document.  Additionally, **. ******’ EFL states the following:

            If my price can change, how will it change and by how much?

The price applied in the first billing cycle may be different from the price in this EFL if there are changes in TDSP charges; changes to the Electric Reliability Council of Texas or Texas Regional Entity administrative fees charged to loads; or changes resulting from federal, state or local laws or regulatory actions that impose new or modified fees or costs that are outside our control. After the first billing cycle, it can increase or decrease by any amount.

On *** *** ****, **. ****** contacted Pennywise Power regarding his account status and was advised that his switch request to Pennywise Power had completed.  Additionally, **. ****** acknowledged that he enrolled on a variable, month-to-month price plan with no cancellation fee; however, inquired as to the price per kWh and was provided with his plan details.  **. ****** advised that he would monitor his invoices for price increases and inquired as to available options for the balance due on an additional Pennywise Power account.  At that time, **. ****** was provided with an explanation of the billing and charges of the additional Pennywise Power account.  

On **** *** ***4, an invoice for $****** was sent for the billing period of *** *** **** through **** ** ****.  This invoice reflects Wise Buy Monthly plan with an energy charge of ***¢ per kWh.

On **** *** ****, an invoice for $****** was sent for the billing period of **** ** **** through **** ** ****.  This invoice reflects Wise Buy Monthly plan with an energy charge of ***¢ per kWh.

On ****** ** ****, an invoice for $****** was sent for the billing period of **** ** **** through ****** ** ****.  This invoice reflects Wise Buy Monthly plan with an energy charge of ***¢ per kWh.

Resolution

Pennywise Power, like other retail providers, offers several variable and fixed rate plans.  A customer can choose a fixed-rate plan with a minimum term contract that would not change from month to month.  Such plans can have lower rates because Pennywise Power is able to forecast how much electricity is needed for their long-term customers allowing them to negotiate a better price for electricity in the market. With variable rate plans, Pennywise Power must purchase electricity quickly based on current market prices.  Depending on current market conditions, these prices may be higher or lower than the negotiated price for fixed-rate plans. 

Pennywise Power apologizes for any inconvenience **. ****** may have experienced regarding the price fluctuations experienced with the Wise Buy Monthly plan.  A review of **. ******’ account determined that the account has been invoiced correctly based upon the terms and conditions disclosed on the EFL.  No adjustments are warranted at this time.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 

******* ********

Customer Support

###-###-####

8/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have used Penny Wise Power for several months and they increased our rate over a 1 month period by 10 times. We usually pay around $*** and our last will was for $****** on ****** ***. I understand rates can go up but this is ridiculous. I would like the Stat of Texas to do an investigation into their billing practices and gouging customers by increasing the rates. I would like to request a full refund and also plan to contact the Attorney General Office and request a full investigation into fraud at this company.

Desired Settlement: Full refund of $****** and a full investigation by the State of Texas.

Business Response:

Pennywise Power’s Response to BBB Case #********

At Pennywise Power, 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 disputing the price per kWh invoiced for his electric service at **** ******** ***** *****.

History

On ***** *** ****, a contract expiration notice (CEN) was emailed to *** ******* at ************************** advising that the current price plan was expiring and that his account would transition to the Wise Buy Monthly plan with the first meter read date on or after *** *** **** unless the account is enrolled in an alternate price plan or he selects another retail electric provider (REP).  The CEN included links to the term of service agreement, a copy of the ‘Your Rights as a Customer’ document and the electricity facts label (EFL) for the Wise Buy Monthly plan.

On *** *** ****, an invoice for $****** was emailed to ************************** for the billing period of ***** *** **** through *** *** ****.  This invoice reflects the Wise Buy 7 pricing and includes a statement advising, “Your current plan is effective through your meter read on or after *** *** ****.

On **** ** ****, *** ******* contacted Pennywise Power requesting to cancel his electric service as his current price plan was expiring and he did not want to be subject to a higher rate.  *** ******* also requested assistance with logging into Online Account Management (OAM) on PennywisePower.com.  A Pennywise Power representative reset *** *******’s password to allow access to OAM and reviewed available price plans for the account.  *** ******* declined to change his price plan at that time.    

On **** *** ****, an invoice for $****** was emailed to ************************** for the billing period of *** *** **** through **** *** ****.  This invoice reflects the Wise Buy 7 pricing and includes a bill message that advises *** ******* that his current plan is set to expire with the current billing period.

*** *******’s account transitioned to the Wise Buy Monthly plan effective **** *** ****.

On **** *** ****, an invoice for $****** was emailed to  ************************** for the billing period **** *** **** through **** *** ****.  This invoice reflects the Wise Buy Monthly plan pricing.

On ****** ** ****, *** ******* contacted Pennywise Power regarding a charge to his financial institution account.  *** ******* was advised that his account transitioned to the Wise Buy Monthly plan which has a higher energy charge than his previous plan.  *** ******* disputed the price per kWh invoiced and requested to speak with a manager.  *** ******* was advised that a manager was not available at that time; however, a request could be submitted for a supervisor to return his call when they become available.  *** ******* inquired about available options including a possible credit to his account and was advised that he could change his price plan; however, that would not affect the **** *** **** invoiced charges.  At that time, *** ******* advised that he would escalate this issue through external parties and the call ended.

Resolution

Pennywise Power, like other retail providers, offers several variable and fixed rate plans.  A customer can choose a fixed-rate plan with a minimum term contract that would not change from month to month.  Such plans can have lower rates because Pennywise Power is able to forecast how much electricity is needed for their long-term customers allowing them to negotiate a better price for electricity in the market. With variable rate plans, Pennywise Power must purchase electricity quickly based on current market prices.  Depending on current market conditions, these prices may be higher or lower than the negotiated price for fixed-rate plans. 

Pennywise Power apologizes for any inconvenience *** ******* may have experienced regarding his account transition to the Wise Buy Monthly plan.  A review of *** *******’s account determined that the account has been invoiced correctly based upon the terms and conditions disclosed on the EFL.  No adjustments are warranted at this time.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 

******* ********

Customer Support

************

8/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello i called this company in may 2014 to have my electric service turn off.In august i recieve a bill saying they would turn off service if i dont pay 122.42 by 08/08/2014.I shouldnt have never recieve a bill in august because i move out in may and told them to turn off they are trying to charge my up to august that isnt right they shouldnt charge me because i had move out.Thanks

Desired Settlement: I want them to take off for those months after may Thank You

Business Response:

Pennywise Power’s Response to BBB Case #********

At Pennywise Power, 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 invoiced charges assessed to her electric service account at ***** ***** **** ***** after her account closure.

History

On May 22, 2014, Pennywise Power received notification that the electric service at ***** ***** **** ***** was closing effective May 22, 2014 due to another customer’s enrollment request.

On May 28, 2014, Ms. ***** contacted Pennywise Power regarding the status of her account, advising that she was moving and a new tenant was moving into the premise.  Ms. ***** was advised that the account was closed due to another customer’s request to enroll the electric service at the premise in their name.

On June 30, 2014, an invoice for $147.67 was sent for the billing period of May 12, 2014 through June 12, 2014 with a balance forward of $52.82, a service processing fee of $5.95, a disconnect recovery charge of $25.00 and current charges of $63.90.

On July 7, 2014, Ms. ***** contacted Pennywise Power regarding the June 30, 2014 invoice and was provided with an explanation of her billing and charges.

On July 24, 2014, an invoice for $202.77 was sent for the billing period of June 12, 2014 through July 14, 2014 with a balance forward of $147.67 and current charges of $55.10.

On July 29, 2014, a disconnection notice for $122.42 was sent to Ms. ***** due by August 8, 2014.

On August 6, 2014, Ms. ***** contacted Pennywise Power via email regarding her account status and was advised that the original move out for the premise did not complete and to contact customer care to resolve the issue.

Later on August 6, 2014, Ms. ***** contacted Pennywise Power advising that the electric service should have been cancelled in May.  A Pennywise Power representative processed a move-out request for Ms. *****’s premise effective August 6, 2014.  Ms. ***** was incorrectly advised that she was responsible for the electric service at the premise until the move-out date as she was unable to locate a previous move-out request.

On August 8, 2014, a final invoice for $30.17 was sent for the final billing period of July 14, 2014 through August 6, 2014 with a balance forward of $202.77, a deposit refund of $225.00, a deposit interest credit of $0.08, a late payment penalty of $6.12 and current charges of $46.36.

Resolution

Pennywise Power apologizes for any confusion and miscommunication Ms. ***** may have experienced regarding discontinuing her electric service with us.  A request has been processed to review Ms. *****’s requested move-out date.  Ms. ***** will be contacted once the request has been completed.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 

******* ********

Customer Support

###-###-####

8/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called Pennywise Power to close out my account as I would no longer be at my apartment after *** ***h. I called a couple days before *** ***h. I was very specific to request that power be cancelled by Midnight on the **** ** ***. I remember the agent stating that they couldnt close it same-day, but that someone would visit the apartment to read the meter the following day.While I was talking to the agent, I remember verbally confirming that the next bill I paid would be my last. I go to college so Im tight on money. Im always very clear about cancellation fees or final bills. The agent told me that my next bill would be my last.I waited for the *** bill to become available, and an email was sent to me on *** *** for $*****. I paid this amount on *** **** and have bank records to prove it. I even logged into PennywisePower online website and can see my payment for ***** on their website.Despite this final bill payment of $***** which I confirmed with their agent, months later, I got a Final Notice of a total amount past due of $******* I logged into their account and saw that during the month of ****, I received a bill of $*****, as part of a 31 Day Billing Period from ******** to ******.This is insane. I had called to cancel, received notification of cancellation over phone, and confirmed last bill payment over the phone. I was out of the apartment on by **** **** and paid the bill *** ****. For me to receive a $***** bill for four days of use while I was actually during this claimed billing period is impossible.Now Im wondering if my account was even cancelled. Have I been paying for other people using electricity even though I called to cancel? Was the agent I spoke to not clear about what a final bill really was?The only reason I know about this Final Notice at all is from a letter. Now instead of studying for a college exam Im writing a letter explaining the deception or theft of this company. I never should have chosen this company.

Desired Settlement: I want the account reviewed by Pennywise Power and the bill either cancelled or a new total drawn up to reflect only the electricity used while I was there - UNTIL *** ***H.I understand people make mistakes and the agent I spoke with early in *** could have made a mistake while he spoke to me. I understand I need to pay for electricity that I use, but I was there for 10 days during *** and paid $***** *** **** with the understanding that $***** would be my last bill.

Business Response:

Issue

*** ******** is disputing the final invoiced amount for electric service at **** ************ ******* *****

Resolution

On **** *** ****, *** ******** contacted Pennywise Energy to advise that final invoiced amount of $****** reflected the billing period correctly. 

On **** *** ***** a payment of $****** was posted to the account to bring the account to a zero balance.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 

**************

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

Thank you for your time.

 

6/22/2014 Billing/Collection Issues
5/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with PennyWise Power in March of 2014 for the 12-month automatic withdrawal plan. It was advertised by PennyWise Power website as having no early cancellation fee.I received a letter in the mail yesterday on May 12, 2014- "invoice was rejected by your bank due to insufficient funds in your account." The charges were for $87.34.I called Wells Fargo to inquire. They said that PennyWise Power never attempted to draft from my account. That likely, PennyWise Power must have either had the wrong routing number or wrong account number. Secondly I had more than $2,700 available in my bank account.I called PennyWise Power. They said that they were not at fault, and could not verify my banking account information because they had deleted it since they cancelled my automatic withdrawal plan. They also charged me a $30 fee because of the automatic withdrawal problem but admitted that they weren't charged any fees by my bank. They also charged me a ~$5 late fee.I went online and made my $87.34 payment. I also reestablished the automatic withdrawal plan online. I took a picture of the web browser for proof. I planned on cancelling with PennyWise Power after securing services with another supplier, but first I called PennyWise Power again to confirm the no cancellation fee. The customer service agent told me that there is actually a $150 early cancellation fee, and that the no early cancellation fee that was/is advertised on the internet was incorrect.This is outrageous.

Desired Settlement: I want a $35 refund. I also want to be given the option to cancel with Pennywise Power with No Cancellation Fees.My account number w/ PennyWise Power is ***************************** ******

Business Response:

Pennywise Power’s Response to BBB Case # ********  

At Pennywise Power, 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 requesting a $30.00 refund due to a non-sufficient funds (NSF) charge and a late charge of $4.37 for his electric service account at **** ******** ******  *** ****** is also requesting to switch his service away from Pennywise Power without an early cancellation fee. 

History

On March 21, 2014, Mr. ****** completed an online enrollment and agreed to switch the electric service at **** ******** ***** to Pennywise Power effective the next meter read date.  Mr. ****** agreed to enroll on the Pennywise Power Wise Buy 12 plan.  This plan includes an energy charge of 4.6¢ per kWh, a base charge of $9.95 for usage below 1000 kWh in a billing cycle, a base charge of $0.00 for usage at or over 1000 kWh in a billing cycle, and Oncor (ONC) electric delivery charges passed through without markup.  The plan is a 12 month term with no cancellation fee.  Mr. ****** also enrolled for the automatic bank draft option for the account.  Mr. ****** was provided with a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) at the time of the enrollment. 

On May 1, 2014, a payment for $87.34 was posted to Mr. ******’s account.

On May 7, 2014, Pennywise Power received notification that the May 1, 2014 payment for $87.34 was not honored by Ms. ********** financial institution.  At that time, a $30.00 NSF fee was assessed to Ms. ********** account.  Correspondence advising Ms. ******** of the returned payment was sent on February 6, 2014.

On May 8, 2014, a late fee of $4.37 was placed to Mr. ******’s account.

On May 13, 2014, Mr. ****** contacted Pennywise Power to check on the status of the returned payment.  The agent reviewed the account and advised Mr. ****** to contact his financial institution to inquire why the payment returned.  The agent also credited the late charge of $4.37 to the account.

Resolution

As a courtesy, the returned payment charge of $30.00 was applied as a credit to Mr. ******’s account on May 19, 2014. 

A review of Mr. ******’s EFL verified that an early cancellation fee would not apply to Mr. ******’s account if Mr. ****** chooses to switch away from Pennywise Power.

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. 

**** *********

Customer Support

713-488-5061

2/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I've been with this electric company for two years now. My mother set up the account for me and decided to do paperless billing. January *** of 2013. I live in a one bedroom apartment. The bills seemed to be relatively normal price range to start with and I had no complaints since paperless meant cheaper rates. My mother passed away in April of 2013 and since I'm an only child and she was my only parent I had a lot going on. I decided months later after the chaos to check my bank statements and realized pennywise had been charging me almost 200 dollars a month.(September *** 2013 bill for $149.46 October *** 2013 bill for $162.62 November *** 2013 bill for $164.29 Decemeber *** 2013 bill for $138.84 January *** 2014 bill for $154.48) Which is completely outrageous considering it is such a tiny apartment. I called to find out why the prices were significantly high. **** (representative I spoke with)said I hadn't renewed my contract. I was neither informed of the contract becoming expired (which in their agreemnet says 30 days before) nor did they waive any of the ridiculous fees. They said I should've gotten a letter. I hadn't recived a letter or email. Nothing. I panicked and told them to renew my contract for the least of time (7 months) to lower the billing price. I checked the bill after renewing and again the bill is for 179 dollars. During my work break I called pennywise and they put me on hold for 20 mintues and then told me their supervisor was busy and would call me back. I have yet to recieve that phone call. I work minium wage at starbucks and don't have the time or money to be wasted on electricity that I'm not using.

Desired Settlement: I want the money that's due back to me. All my coworkers who live in Sugar Land Texas and stay in a one bedroom apartment pay around 50 dollars a month more during the summer. These bills are Way to high and this company just avoids you and doesn't resolve the issues.

Business Response:

Pennywise Power’s Response to BBB Case #*******

At Pennywise Power, 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 disputing the invoiced charges for her electric service account at **** *** ********* ********* ***** and requests a refund due to overbilling.

History

On January *** 2013, a contract expiration notice (CEN) was sent to *** ****** advising that her current plan was due to expire effective the meter read on or after May *** 2013 and that if another price plan or retail electric provider (REP) was not selected by this date that her account would continue on Pennywise Power's Wise Buy Monthly plan.  A request was not received from *** ****** to change her current price plan; therefore, her account transitioned to the Wise Buy Monthly plan effective May **, 2013.

On June **, 2013, an invoice with a credit balance of $103.13 was sent for the billing period of May **, 2013 through June **, 2013 with a deposit refund of $225.00, a deposit interest credit of $0.02 and current charges of $121.89.  This invoice reflects Wise Buy Monthly plan pricing.

Subsequent invoices sent to *** ****** from July *** 2013 through November **, 2013 reflect Wise Buy Monthly plan pricing.

On December *** 2013, an invoice for $154.48 was sent for the billing period of November **, 2013 through December **, 2013 and reflects Wise Buy Monthly plan pricing.

On December **, 2013, *** ****** contacted Pennywise Power regarding her usage and invoiced amount and was advised that her previous price plan had expired and she is now being invoiced under the Wise Buy Monthly plan.  *** ****** was offered the Wise Buy 7 plan and was advised that changing the plan will not affect her current invoiced amount.  *** ****** agreed to change her plan to the Wise Buy 7 plan and her request was processed. 

On January *** 2014, an invoice for $179.04 was sent for the billing period of December **, 2013 through January **, 2014 and reflects Wise Buy Monthly plan pricing.

Resolution

Pennywise Power’s Wise Buy Monthly plan is a variable month-to-month price plan and as disclosed on the EFL, except for changes allowed by law or regulatory action, the price reflected on the EFL provided to *** ****** in April 2013 will be applied during the first billing cycle on the Wise Buy Monthly plan.  The price may change in subsequent months at the sole discretion of Pennywise Power.  After enrollment in the Wise Buy Monthly plan, the current price for the product is available by logging into her online account at ******************************** or by calling Pennywise Power’s customer care at **************.  Additionally, invoices sent to *** ****** advise that she can obtain the information about the price that will apply on her next invoice by contacting a Pennywise Power customer care representative at ***************

*** ******** account has been invoiced based upon the terms and conditions disclosed on the EFL.

A review of the December *** 2013 plan change call determined that *** ****** was not clearly advised regarding the effective date of her price plan change request.  A request has been processed to rebill *** ******’* January **, 2014 invoice to reflect the Wise Buy 7 plan pricing.  *** ****** will receive a corrected invoice.

Additionally, on January *** 2014, a request was sent to CenterPoint Energy (CNP) to confirm the reported usage at *** ******’* premise from August *** 2013 through January *** 2014.  On January *** 2014, Pennywise Power received a response from CNP advising that the disputed usage has been verified by a subsequent reading dated January *** 2014; therefore, no usage related adjustments are needed.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 

******* ********

Customer Support

************

2/8/2014 Billing/Collection Issues | Complaint Details Unavailable
11/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Pennywise owes me a credit in the $175 range. According to their company poilicy, the credit is to be paid within 45 days of cancellation of services. They said they sent it to the address I canceled my service at which was a mistake on their part because I gave forwarding address when I called to cancel. I called a week before the due date to receive the credit and the customer care rep informed me it had not been sent yet. I called back when I did not received by due date and spoke with maanager the first part of ******* ****. He informed me it was sent but sent to previous address. He said he would send in request to be resent. I called back a week later and customer care informed me the request had NOT been sent and it would be ANOTHER 10 days. I since have called back 3 times and each time have been given a different time table. One of the reps guaranteed me a delivery date that was not met. I called back today ******* and the customer care rep said it would take up to 20 days. It has now been almost 3 months and I still do not have a check for a credit. This company has no problems charging their customers a late fee for non payment yet they receive no consequences when they do not pay customers on time, a time frame which is in THEIR contract. I am getting the sense they are trying to avoid paying money owed to me. All of their calls are recorded so this should be a simple task to look into and resolve.

Desired Settlement: I need to be paid the money owed at the very least.

Business Response:

Pennywise Power’s response to BBB Case # *******

Issue

Ms. ***** is disputing the timeframe to receive a refund of his security deposit for his electric service at **** ** ***** ****** *****.

History

A request to close Mr. *****’ account was processed effective ****** ** **** due to an enrollment received for his premise from another retail electric provider (REP). 

On ****** *** ****, a final invoice with a credit balance of $176.35 was sent for the final billing period of **** *** **** to ****** ** **** with a security deposit refund of $225.00, deposit interest of $0.17 and current charges of $48.82.  

On ****** *** ****, a refund check for $176.35 was sent to Mr. *****’ mailing address at **** **** ***** ****** *****.

On ******* ** ****, Mr. ***** contacted Pennywise Power to confirm on the status of his security deposit refund.  A Pennywise Power representative advised Mr. ***** that his refund check was mailed on ****** *** ****.  The Pennywise Power representative advised Mr. ***** of the mailing address currently listed for the account and Mr. ***** advised the mailing address was incorrect.  At that time, a request was processed to update the mailing address to **** ********** *****.  The Pennywise Power representative advised Mr. ***** that a request to investigate his missing refund check can be processed once his refund check has been missing for 45 days.  The Pennywise Power representative advised to contact Pennywise Power after 45 days if he had not received his refund check within that timeframe.

On ******* *** ****, Mr. ***** contacted Pennywise Power to confirm the status of his security deposit refund.  The Pennywise Power representative processed a request to investigate Mr. *****’ missing refund check and advised him to allow 21 days for the investigation to be completed.

Resolution

On ******** *** ****, a refund check of $176.35 was sent to Mr. ***** at **** ********** *****.

Multiple attempts to contact Mr. ***** were unsuccessful.

 

11/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company has made it impossible to reach them. The customer service phone number disconnects automatically every time I call, no matter what. I have tried to pay my bill online. I forgot my password and asked for a reset. The links they have emailed me are for URLs with error messages, the webpage will not load. I have attempted this several times as well. I have medically-necessary machines in my home that need electricity to run. This puts family members at a severe health risk. I have been unsuccessful at my many attempts to pay my bill and risk getting my power turned off.

Desired Settlement: I would like my service to be cancelled without penalty of any kind so that I may switch to a more reliable and responsible utility provider. I would like this matter resolved quickly so there is no interruption to my service and that my family's health is not at risk.

Business Response:

Pennywise Power’s response to BBB Case# *******

Issue

Ms. ******** states that she is having trouble making payments using Pennywise Power's website and phone system for her service at **** ******** **** ******

History

On **** *** ****, Ms. ******** contacted Pennywise Power and agreed to enroll on Pennywise Power's Wise Buy 11.  This plan offers an initial energy charge of 6.3¢ per kWh, transmission and delivery service provider (TDSP) delivery charges are passed through without mark-up and a base charge of $9.95 per billing cycle for usage under 1000 kWh.  This plan is a term price plan for 11 months and has a cancellation fee of $150.00.  Ms. ******** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on ****** ** ****.

On ****** *** ****, Ms. ******** called in to process a one-time payment to the account.  Ms. ******** advised that multiple attempts were made using the automated phone system in which she was disconnected.

On ******* *** ****, an email was received from Ms. ******** advising that she was having trouble processing a payment using the automated phone system and that the online account management system at ********************** was not accepting her login information.

On the same date, a reply by email was sent advising that the password for Ms. ********'s account was reset.

Resolution

A review of Ms. ********'s account determined that Ms. ******** agreed to the terms and conditions of Pennywise Power's Wise Buy 11 plan.

As a courtesy, Ms. ********'s account was allowed to switch away from Pennywise Power for 30 days without penalty.

 

9/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We were not notified that our plan expired and our rates markedly increased. I called and waited on hold for a supervisor for about an hour. I was told we could go back on the plan but they could not do anything about the past month bill. The process seems extremely dishonest. If we can go back on the same plan, why can we not have the past months bill readjusted accordingly?

Desired Settlement: I would like this past months electric bill to reflect the old rate

Business Response:

Issue

*** ****** is disputing the notification for the ending of the contract for his electric service account at **** ***** ******* *****.
History

On *** *** ****, a web enrollment was completed and *** ****** agreed to enroll his electric service at **** ***** ******* ***** with the next scheduled meter reading effective **** ** ****.  *** ****** agreed to enroll in Pennywise Power’s Wise Buy 12 Plan.  This plan offers an energy charge of 4.4¢ per kWh, Oncor (ONC) delivery charges of $6.24 per month and 2.63¢ per kWh, and a base charge of $9.95 each billing cycle in which the usage is below 1000 kWh.  The term of this plan is 12 months and has a $150.00 early cancellation fee.  *** ****** was mailed a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL).

On ***** *** ****, Pennywise Power emailed a contract expiration notice to *** ****** advising his electric account would be transitioned to the Wise Buy Monthly after the expiration of his current contract under the Wise Buy 12 Plan in **** ****.  The letter also advised him to contact Pennywise Power to review available offers.

On ********* ** ****, *** ****** contacted Pennywise Power via phone to inquire about his billing statement.  The Pennywise Power representative reviewed the account and advised *** ****** that his contract expired with his **** ** **** meter reading.

Resolution

In reviewing the account, the contract expiration was emailed out in accordance with the terms of service for the plan on ***** *** ****.  Notification of the contract expiration was also disclosed on the billing statement issued **** ** ****.  At this time, adjustments are not warranted. On ********* *** ****, a voicemail was left with my name and direct contact number of ************.  I am available Monday through Friday, 8 a.m. to 5 p.m. to review the account.

9/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On ********* *** **** at approx, 7:00 am, Pennywise Power disconnected our electricity. We received no disconnection notice from them as required under the P.U.C. CUSTOMER PROTECTION RULES FOR RETAIL ELECTRIC SERVICE. No email, no US mail, no phone call.Please do not believe Pennywise when they claim that the required notices were sent, as I can assure you they were not. They even told me to check my spam folder, but there was nothing from them. All their other emails came in fine. Why suddenly an issue with something as important as a disconnection notice?They did this on a day the temp. was supposed to be near 100 degrees. We are on the ******** Texas program and were not offered any type of payment plan.Furthermore, our rate was changed from 6.1 to 12.5 cents per Kw hour in our second month of service, with no advance warning! When we signed up we were told the rate could change, but was based on natural gas prices. When I called to complain about the doubling of our rate in one month, I was told the first month's rate was a "promotional" rate. We were never told this. Pennywise still offers a 6.3 rate for new customers on Powertochoose.org, with no mention of the rate being "promotional".It is shameful how Pennywise power is treating its customers.You would truly be penny wise and pound foolish to use this company for electricity.

Desired Settlement: Refund of difference in rate between month one and month two.

Business Response:

Pennywise Power’s Response to BBB Case #*******

Issue

*** *********** states that her electric service was disconnected without notice and is disputing the invoiced price per kWh for her electric service account at **** ****** **** ****.

History

On **** ** ****, an online request was received from Rebecca Sander to switch the electric service at **** ****** **** **** to Pennywise Power.  *** ****** agreed to enroll in the Wise Buy Monthly plan. This plan offers an energy charge of 3.0¢ per kWh, Transmission and Distribution Service Provider (TDSP) delivery charges and a usage charge of $9.95.  The usage charge will not be included for each billing cycle in which the usage is 1,000 kWh or more.  During the online switch request, *** ******’s provided automatic payment information.  On **** ** ****, a confirmation email was sent to *** ****** at ***********************.  The confirmation email included a link to the terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL). *** ******’s switch to Pennywise Power completed on **** ** ****.

On **** ** ****, an invoice for $173.12 was emailed to *** ****** at ***********************.  This invoice reflects the billing period of **** ** **** through **** ** **** the current charges of $173.12 include an energy charge of 3.0¢ per kWh.  This invoice states, “Do not pay- your card will be charged on **********.”

On **** *** ****, a payment of $173.12 posted to *** ******’s account.

On ****** ** ****, an invoice for $346.61 was emailed to *** ****** at ***********************.  This invoice reflects the billing period of **** ** **** through ****** ** **** the current charges of $346.61 include an energy charge of 9.4¢ per kWh.  This invoice states, “We would like to make you aware that the energy charge you pay has changed this month, which is in accordance with your Terms of Service, and can be found in the Charge Details on this invoice.”  Additionally, this invoice states, “Do not pay- your card will be charged on **********.”

On ****** *** ****, a payment of $346.61 posted to *** ******’s account.

On ****** *** ****, the payment of $346.61 was returned by *** ******’s financial institution.  On ****** *** ****, correspondence was mailed to *** ******s at **** ****** **** **** ******* ***** ***** advising of the returned payment.

On ****** *** ****, a disconnection notice for $346.61 was mailed to **** ****** **** **** ******* ***** ***** due by ********* ** ****.

Payment was not received by the disconnection notice due date; therefore, a disconnect request was sent to ***** Electric Delivery (*****) on ********* ** ****.  ***** confirmed that *** ******’s electric service was disconnected on ********* *** ****.

On ********* *** ****, *** *********** contacted Pennywise Power to dispute the disconnection of their electric service.  *** *********** was advised that a payment of $346.61 was required to restore the electric service.  *** *********** processed a payment of $346.61 and a reconnect request was sent to ***** at that time.  ***** confirmed that *** ******’s electric service was restored on ********* *** ****.

On ********* *** ****, an invoice for $45.72 was emailed to *** ****** at ***********************.  This invoice reflects the billing period of ****** ** **** through ****** *** **** with a credit balance forward of $346.61, a returned payment of $346.61 and current charges of $45.72 include an energy charge of 9.4¢ per kWh.

Resolution

The Wise Buy Monthly plan is a variable price plan and the energy charge of 3.0¢ per kWh is applied during the first billing cycle; this price may change in subsequent months at the sole discretion of Pennywise Power.

*** ******’s account has been invoiced based upon the terms and conditions disclosed on the EFL and terms of service.  Additionally, Pennywise Power’s records do not reflect that returned mail was received for *** ******’s account.

Multiple attempts were made to contact *** ****** regarding her account; however, the attempts were unsuccessful and messages were left.

8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I signed up I was told I had to send them some paperwork saying I was a new resident at the address. I faxed it to them. I called to verify they got the fax and I was told they had to wait 24-48 hours to verify that. Not really sure why. I called again the next day, I was told my power would be turned on by 2pm that same day. When I returned home at 9pm from work that day I still had no power. They have no customer services open that late or on the weekends. So I was stuck with no power all weekend. Monday I called them again. They said they never got the paper work I sent. I refaxed it. Again I called to verify they got it. I was told the same thing. They could not verify it they had ti wait for it to be procesed. I spoke with two different floor managers and got the same run around. Needless to say. I had to refax that paperwork 5 different times. I asked for callbacks 2 different times from the manager above the floor manager and never recieved it. I lost groceries and went 7 day with no power in this texas heat. I payed them $225.00 up front just to grt the runaround on my hookup. I was very unhappy with the way they handled themselves, and the complete disregard for what their customer was dealing with. I want to be compensated for the goceries I lost about $100 and for having such bad service and having to wait so long for a hook up because they keep losing my papdrwork. Thank you.

Desired Settlement: $100 for my lost groceriesI also want my deposit back since I wasn't hooked up when I was told I would be. That can be credited to the account or refunded

Business Response:

Mr. ******** is disputing his requested service start date for the electric service at ***** *********** ***** *****.  Mr. ******** is also requesting reimbursement due to no power.

History

On **** *** ****, Mr. ******** completed an online enrollment for electric service for service at ***** *********** ***** ***** effective **** *** ****.  Mr. ********’s request was processed.  The online enrollment advised that there was a switch hold in place for the service address and supplied requested documentation to be filled out to verify that Mr. ******** was a new customer for the service address.   

 

On **** *** ****, Mr. ******** contacted Pennywise Power to advise that the required information to have the switch hold released was faxed in.  A Pennywise Power representative advised to allow 24-48 hours for processing of the fax.  The agent confirmed that the connection date was listed for **** *** ****.  The connection date was changed to **** *** **** at Mr. ********’s request to have service begin as soon as possible.

On **** *** ****, Mr. ******** contacted Pennywise Power to verify the status of the connection.  A Pennywise Power representative advised that service would be active for **** *** ****. 

 

On **** *** ****, Mr. ******** contacted Pennywise Power to report that he did not have electric service at his home.  The representative reviewed the account and advised that the switch hold was still in place for the account and to allow until the end of the second business day for the review of the documentation to release the switch hold on the account.

 

On **** *** ****, Mr. ******** was able to confirm that the switch hold information was received and processed.

On **** *** ****, service was activated for Mr. ********’s account.

Resolution

I advised Mr. ******** that a claim for lost food of $100.00 has been forwarded for review by our Claims Department and he would be notified of the research by phone.  The deposit would not be refunded as this serves to establish payment history to the account.  The deposit can be refunded back to the account after 12 months of good payment history. 

Mr. ******** has my direct contact number for any additional concerns and questions about his claim.

 

7/26/2013 Billing/Collection Issues
7/23/2013 Problems with Product/Service
7/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Good day. I recently relocated from ** to ***** and was apartment hunting. I called ********* ***** to inquire about their electrical services and estimated prices. With their business, before even quoting you, you have to give them a "projected" address to see if their business even services that area. I gave them the complex's address/apt that I looked at to see if I did decide to go with this apartment they would be able to possibly provide my electrical services if I found their rates were reasonable. Long story short, I found an apartment ** mins closer to my place of work and decided not to go with that apartment. Little did I know, this company had made an account number for me from my inquiry/call and set up electricity for the apartment I hadn't even signed a lease for. They sent me an email charging me for a months worth of electricity for a residence I never moved in to, and never signed a lease for. I was baffled by this. How could they do something so **********?!?? They should be stopped. They sent me two emails asking for the account balance. How they can charge me for electricity to a place I do not even reside is my biggest concern. If they can do this to me, they can do this to anyone. I do not owe them any money and I do not want this on my credit. Please, please, help!!

Desired Settlement: Revoke the monies that they say I owe them for a service they never rendered and completely discontinue whatever electrical services are being used under my name at this place that I can prove I never resided at and never had a lease for. I do not want this on my credit, and I do not think it is right to charge someone for services they never authorized.

Business Response:

Pennywise Power’s Response to BBB Case # ******* 

Issue 

*** ****** is disputing the invoiced charges for the electric service account at **** **** ***** ***** *****. 

 

History 

On ***** *** ****, *** ****** contacted Pennywise Power and agreed to enroll the electric service at **** **** ***** ***** ***** effective *** ** ****.  During the enrollment, *** ****** was advised that a $****** security deposit would be required in order to complete the enrollment and that if she needed to make any changes or cancel her enrollment request, she would need to provide at least * business days’ notice.  At that time, *** ****** provided her authorization to submit an enrollment and processed a payment of $******.  *** ****** requested that a letter be sent to her apartment complex confirming that she requested electric service at the premise and her request was processed.  The Pennywise Power representative advised *** ****** that it can take up to ** hours for the Confirmation of Application letter to be faxed to her apartment complex. 

 

Later on ***** *** ****, *** ****** contacted Pennywise Power to confirm the status of her Confirmation of Application letter and was advised that it can take up to ** hours for the letter to be faxed to her apartment complex. 

 

On *** ** ****, *** ****** contacted Pennywise Power and requested to cancel her pending enrollment, advising that she was no longer moving to **** **** ***** ***** *****.  A Pennywise Power representative began to review the enrollment cancel disclosures and advised *** ****** that there may not be enough time to cancel her pending enrollment; as a result, she may be responsible for any charges assessed until Pennywise Power is able to complete her request.  At that time, *** ****** disputed being responsible for any charges related to **** **** ***** ***** ***** as she was not going to be living at the premise, then disconnected the call.   

 

On *** ** ****, an invoice for $**** was sent for the billing period of *** ** **** through *** ** **** with a credit balance forward of $******, a cash deposit request of $****** and current charges of $****. 

 

On *** *** ****, *** ****** and her financial institution contacted Pennywise Power to dispute the deposit payment of $******, stating that *** ****** did not authorize a payment to Pennywise Power.  The Pennywise Power representative processed a request to investigate her account. 

 

On *** *** ****, the investigation of *** ******** account determined that *** ****** provided authorization to enroll the electric service at **** **** ***** ***** *****.  In addition, *** ****** provided her credit card number in order to satisfy the requested security deposit.  A Pennywise Power representative attempted to contact *** ****** to provide the results of the investigation and advise her that she needed to cancel the electric service account; however, the attempt was unsuccessful and a message was left. 

 

On **** ** ****, an invoice for $***** was sent for the billing period of *** ** **** through **** ** **** with a balance forward of $**** and current charges of $*****. 

 

On **** *** ****, a disconnection notice for $***** was sent to *** ****** due by **** ** ****. 

 

On **** ** ****,  an invoice for $****** was sent for the billing period of **** ** **** through **** ** **** with a balance forward of $*****, a late payment penalty of $**** and current charges of $*****. 

 

On **** ** ****, Pennywise Power received notification that a new enrollment request had been processed for **** **** ***** ***** *****, resulting in the closure of *** ******** account effective **** *** ****. 

 

Resolution 

A review of *** ******** ***** *** **** enrollment call confirmed that *** ****** provided authorization to complete an enrollment in her name at **** **** ***** ***** *****.  Additionally, at the time of the enrollment, *** ****** provided her credit card number in order to satisfy the $****** security deposit request. 

 

On **** *** ****, a late payment penalty of $**** was credited to *** ******** account as a courtesy. 

 

On **** *** ****, a final invoice with a credit balance of $***** was sent for the final billing period of **** ** **** through **** *** **** with a balance forward of $******, a deposit refund of $******, a deposit interest credit of $**** and current charges of $*****. 

 

As a courtesy, a credit for the invoiced charges from *** ** **** through **** *** **** of $****** will be applied to *** ******** account.  A statement of account detailing*** ******** account charges and credits will be sent on **** *** ****. 

 

******* ********
******** *******
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