Business ProfileforEnergy Ogre

If I could give no stars this would be the time! I live in Texas and it’s hot! Thanks to Energy Ogre my electricity is set for disconnection tomorrow! I’ve never even been late on a bill before now. After a call with a rep who could care less she said there is NO ONE above her to talk to and i could possibly receive a call back! A call back when my electricity is set to be cut off tomorrow!!!! They swear it’s the company’s fault that autopay didn’t go through and that’s who I need to contact. Problem is THEY setup the autopay, however, the autopay for Energy Ogre have ALL gone through… All they do is take your info and sell it, they could care less if you have actual electricity.

Hi Kayla, Thank you for providing feedback on our services. We apologize for the inconveniences you experienced, we always strive for our services to be as helpful as possible but there are times when circumstances out of our control cause issues for our members. We certainly would not want you going without power at all, let alone in the Texas heat—and making sure that you have power to your home is a major concern of ours. Based on the information provided and looking at your account we can see that you received a disconnection notice due to your autopay not functioning properly. When setting up your account for the first time, we provide the information for your autopay method and it is then up to the providers processing system to attach that to your account and start taking the payments. For some providers this can take up to 2 billing cycles to process so there are times in which even when you have autopay as your preference and it has been put in place that it does not actually take payment. Once we have given the information to your provider we then will check back on it to make sure its correctly charging, and in order to do this we require the login information for the provider account. Unfortunately, your provider has been having issues with getting us the details to have an account set up for us to be able to check on your information. This caused a delay in being able to verify your auto-payment status. We do apologize about that delay, but unfortunately we have no control over their processing times and have to work to their pace. On the call that you had with one of our agents, we did offer to help make the payment while you were on the line so we could confirm that you were no longer at risk of disconnection but it was decided not to do so as you wanted to have the issue brought to a supervisor. We understand the frustration of not being able to speak to someone directly and needing to wait on a call back, we are a smaller company and so there are times in which our supervisors may already be assisting on another account or in a meeting but we make sure that all requests for a supervisor are reviewed and responded to as soon as the supervisor is able. I see that one of our supervisors did reach out via phone call to leave you a voice message, and she followed this up with an email for you. If you still need assistance with your account, we would be more than happy to help get any issues resolved, we would just need to know the best time to contact you over the phone or we can correspond over email if you are more comfortable with that. We look forward to hearing from you and assisting in anyway we can. If you have further questions you can respond to the email from the supervisor, send us a message through your Energy Ogre portal, or give us a call at 832-975-1000, we are open for calls from 8am to 5pm Monday through Friday.