Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 2022, I received my monthly bill from Gexa for dates 5/4-6/8, some time after I received a “corrected” bill for 3 times the amount for the same days, 5/4-6/8. Right away I knew something was wrong. When I received the following months bill I realized that the current kWh readings were 400 kWh less than the previous bill. I called Gexa to submit a dispute & get the correct usage billed. This dispute was submitted on 8/01/22. They told me it would take 21 days. I have had to submit another dispute & have talked to multiple agents over the phone & no one has been able to get this corrected. I called oncor to verify my usage for that time frame & it does not match what gexa is billing me. Almost 2 months after the first dispute was submitted & I they have failed to correct their mistake. They have acknowledged that there’s a discrepancy in the bills as the usage does not add up on any of the following bills I have received after the “corrected” bill was sent to me. Yet nothing is being done to correct this & continuing to charge me the wrong amount.

  Business Response

  Date: 09/27/2022

  September 27, 2022

   

  M***** Salcedo

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

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

  RE: BBB # ********

   

   

  Dear Mr. Salcedo,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you received a corrected bill in July 2022 with usage that was three times higher for the same days. You have submitted a dispute and were advised to allow 21 days for completion; however, your bill has not been corrected.

   

  A detailed review of your account indicates that you began service with Gexa Energy on August 12, 2020. Further review of your account indicates the following:

   

  • On June 10, 2022 Gexa Energy issued an invoice of $135.64 for a usage of 945 kWh for the usage period of 5/4/2022 to 6/5/2022.

    • On June 27, Gexa received a payment of $135.64.

  • On July 7, Gexa reversed the June 10^th invoice in order to issue a corrected invoice based on usage readings provided by Oncor.

    • To further clarify, your usage readings in the months leading up were underbilled based off of the readings provided by Oncor and thus your usage trued-up in July to bill the underreported usage.

  • On July 15, 2022 Gexa Energy reissued your invoice for $312.23 for a usage of 3100.36 kWh for the usage period of 5/4/2022 to 6/8/2022. This invoice included your 6/27 payment of $135.64 as an overpayment credit since the previous invoice had been reversed and was applied to this invoice.

  • On August 1, our records indicate you called to question the increased usage reported on your July 15^th invoice. The Gexa Energy agent opened a Billing Dispute for your account and advised of a 21-day turnaround time for a response from Oncor.

  • On August 23, you spoke with a Gexa Energy agent who escalated your dispute because a response had not been received yet from Oncor.

  • On August 26, you spoke with a supervisor who explained that the delay may be due to increased requests received by Oncor, and assisted with renewing your account with a fixed rate plan.

  • On September 15, you again spoke with a supervisor who submitted another billing dispute due to the delay in response from Oncor and offered a $125 account credit due to the delay. However, you declined and opted to wait for the billing dispute results.

    • The following day, a Gexa Energy agent contacted you to confirm that the billing dispute concluded that the usage true-up caused the increase in your bill. Gexa Energy applied a credit of $407.58 in order to resolve your dispute.

   

  As indicated, Gexa Energy invoiced your account according to the usage reported by Oncor, however your July invoice included a true-up caused by underbilling on your account. A credit has been applied to offset the difference in your monthly reported usage. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:09/12/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I hold an account with this "company". We signed up for what they call a budget billing plan back in early 2020. When setting up the account, we were introduced to a plan that would keep our initial costs down and roll any extra costs into a hold over account that would then be rolled into the next years contract and balance everything out. Happy days, who would turn that down? The fact this plan only exists by word of mouth and not ****** should have been the first clue that things were going to go south fast.
  Fast forward to late august 2022. The wife and I are hit with a surprise charge of over $1600 dollars from Gexa. We call the company and get the absolute run around and are basically told to shut up and pay. A 2nd call gets us in contact with someone who actually helps us figure out what has happened. Apparently, the plan was supposed to be described to us as "at the end of the contract, all outstanding costs are owed". This was not said to us at all otherwise, why would anyone sign up for this plan. We we realized this, Gexa offered to open up an internal investigation on our behalf to find out if we were given incorrect information. We were told "in 24 to 48 business hours, you will be contacted with the results". It has now been over 48 business hours and no contact.
  We contact Gexa on our own this evening (9/12) and were given the run around once again. Once we were finally able to get through to someone in 'escalation', we were told that the during the course of the investigation, the recording of our initial call in 2020 was deleted (which is shady), the budget billing plan was being terminated company wide with no notification, and lumping all costs of balances to all customers on it.
  We are now having to pay MORE than the 1600 dollars owed do to complete incompetence just so we can get away from this 'company'. I would not be shocked if more complaints come in form people dealing with this same garbage in the very near future.

  Customer Answer

  Date: 09/14/2022

  Better Business Bureau:
  
  
  
  This letter is to inform you that Gexa Energy, L.P. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/12/2022 and assigned ID ********.
  
  
  
  Regards,
  
  
  

• Initial Complaint

  Date:09/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/18/22 i emailed gexa when i realized my bill looked abnormally high. I asked them to come out and do a meter read to which they denied and instead gave me their word that their meter reads were 99.9% accurate. $400+ a month for a family who is never home. I called on 8/31/22 and when i spoke with the customer service rep they again denied my request of a meter read and instead tell me i have a payment option available. if i paid $250 today, i wouldnt have to pay again until 9/26/22. Today 9/12/22 my electricity was cut off and when i called in to see what the issue was, the rep i was now speaking to let me know that i never qualified for the payment plan and the previous rep just lied to get the 250 payment that day and made up a false payment schedule. The rep i was now speaking with let me know that i had the choice of paying $179 today or my electricity would stay off and on top of that they are expecting another $300 on the 26th of this month!! Again, without doing a meter read we requested. I asked if there was anything they (Gexa) could do to help since it was their rep who lied to our face about the course of action. They told me no, and to make the payment or my electricity would stay off.

  Business Response

  Date: 09/22/2022

  September 22, 2022

   

  Taylor *****
  
  **** **** **** ** **** ***
  
  **** ****** ** *****
  
  *** *** * ********
  
   

   

  Dear Ms. *****,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you received a high bill and requested a meter re-read but were denied the request. You were instead offered a payment arrangement which you accepted; however, your service was disconnected during the time of the arrangement. You were advised by another representative that your account did not qualify for the arrangement and you were required to pay the amount due.

   

  A detailed review of your account indicates that you began service with Gexa Energy on 7/6/2022. Further review of your account indicates the following:

   

  • On August 10, 2022 Gexa Energy issued your first month’s invoice of $429.33 for a reported usage of 1821 kWh from 7/6/2022 to 8/9/2022. This invoice did not qualify for the $50 usage credit.

  • On August 17, 2022 Gexa Energy received your email stating that you do not believe your meter was read correctly. An email reply was sent the following day advising that your invoice was reviewed and found to be billed correctly based upon an Actual meter reading provided by your TDU, Oncor.

  • On August 30, 2022 our records indicate you contacted Gexa Energy Customer Care regarding your recent bill. The Gexa Energy agent offered a payment arrangement for your account with a 50% down payment, which would defer the remaining balance for the following 5 months. However, the agent failed to recognize that this was your first month’s bill, which does not qualify for a payment arrangement.

  • On September 12, 2022 a request to disconnect service was sent to your TDU for non-payment of $179.33.

    • Our records indicate you contacted Gexa Energy because your account was granted a payment arrangement, and the agent informed you that unfortunately the previous agent had placed an invalid payment arrangement on your account.

    • The agent advised that a payment would be required in order to send a reconnection order and waived the late fees on your account as a courtesy due to the improper call handling.

  • A supervisor callback request has been escalated for your account to discuss the options of a meter test for your account. An additional courtesy Goodwill Credit of $50 has been placed on your account as well due to the negative experience.

   

  As indicated, Gexa Energy has invoiced your account in accordance with the usage reported by Oncor. A supervisor will be contacting you shortly to discuss the next steps required to submit a meter test. If you are requesting to cancel your account, Gexa Energy can submit a Move Out upon request which will terminate your service. If you are instead seeking to change providers, you do not need to cancel with Gexa Energy as the new provider will automatically begin service at your premise. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department
  

• Initial Complaint

  Date:09/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started as a Gexa customer in May 14, 2021 and kept the plan until May 21, 2022. Our average use is approximately 2000kWh. Somehow, the second time with Gexa, starting June 22, 2022 , our energy usage rate is well over 4,000kWh and has now risen to 5,022kWh. We used ****** **** to find a decent rate. ****** **** found Energy Texas. I never agreed to accepting Texas Energy as our energy provider and canceled them. This is when the account with Gexa renewed. Ever since the energy problem with ****** ****, our kWh usage has been climbing. The problem is the usage. We are 2 disabled people that use energy in our house. The usage was up one month due to getting work done in our home and ever since the kWh usage is that of a 6 - 10 person home. We have no children and it's only the two of us. We don't leave lights on and we normally sit in the dark now due to the energy use. We wash/dry clothes at night. There is no way we can use 5022kWh. When our children were in the house we didn't use this much energy. I've contacted Gexa, they had Centerpoint come out and check the electrical box. There is no one that will try to find the problem because it benefits their bottom number. No one has been able to explain to us why we're receiving such high energy use. Especially, since we normally use 1912kWh, 2729kWh, 1913kWh... We had the highest at 4001kWh last August. The normal kWh is always under 3000kWh. The last 3 months we have had 4.417 to 5,022kWh. Gexa has yet to explain why our energy usage is so high. We have put a new roof on the house, replaced our doors, new A/C units, changed to energy efficient light bulbs, smart thermostats, replace filters, replaced light fixtures, etc. There is still no reason for the energy use to double or triple. We would like for the company to correct the errors on the electrical unit, replace the electrical box with a new unit or remove the smart thermostats in our home. We can't sustain these energy bills. We are on a fixed income.

  Business Response

  Date: 09/16/2022

  September 16, 2022

   

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

   

   

  Dear Ms. *******,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you have begun receiving higher than normal bills this year compared to last year due to increased usage. You believe there is an issue with your meter that needs to be corrected.

   

  A detailed review of your dispute indicates that you originally began service with Gexa Energy on 5/21/2021. Further review of your account indicates the following:

   

  • On May 18, 2022 Gexa Energy received notification that your service had been switched to another provider effective that day.

    • On May 26, our records indicate that you contacted Gexa Energy customer care because you were interested in staying with Gexa Energy and were advised to contact your current provider to request a rescission, or alternatively submit a new enrollment with Gexa Energy.

  • On June 22, 2022 you contacted Gexa Energy to enroll on the Gexa Energy Saver 36 plan which features an average price of 17.7 cents per kWh at 2000 kWh. This price includes the Energy Charge of 13.69 cents per kWh and the TDU Delivery Charges passed through from CenterPoint Energy.

  • On July 25, 2022 Gexa Energy issued an invoice of $778.22 for a usage of 4417 kWh for the usage period of 6/22/2022 to 7/21/2022.

    • For comparison, the historical usage for your premise indicates a reported consumption of 3425 kWh from 6/21/2021 to 7/21/2021, and 4689 kWh from 6/19/2020 to 7/21/2020.

  • On August 8, 2022 our records indicate you spoke with a Gexa Energy supervisor to discuss your usage dispute, and the supervisor submitted a meter test to CenterPoint Energy at your request, which may take up to 21 days to be completed.

  • On August 24, 2022 Gexa Energy issued an invoice of $884.21 for a usage of 5022 kWh for the usage period of 7/21/2022 to 8/19/2022.

    • For comparison, the historical usage for your premise indicates a reported consumption of 3972 kWh from 7/21/2021 to 8/19/2021, and 4341 kWh from 7/21/2020 to 8/19/2020.

  • On September 6, 2022 CenterPoint provided an update to the meter test and advised that no errors were found, and all usage reported is correct.

  • On September 7, an outbound call was placed to provide the update on the test, but there was no answer. You called back and spoke with a Gexa Energy supervisor who provided the update, however you continued to dispute the usage. The supervisor advised that CenterPoint owns the meter and can assist with any specific questions and explained how to monitor your usage via the MyAccount Customer Portal.

   

  As indicated, Gexa Energy has invoiced your account in accordance with the usage reported by CenterPoint Energy. CenterPoint has completed a meter test to confirm the accuracy of your meter readings. Upon review of your home’s historical usage, it appears to be in-line with seasonal changes, albeit higher this year possibly due to more extreme summer weather. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

  Customer Answer

  Date: 09/20/2022

  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.  
  
  
  In their response, they failed to include why the meter continued to spin when the power to the house was shut off.  If the power is off, the meter should not continue to spin.  No one has explained that to our satisfaction. There is no way, regardless of the temperature, that two people can use over 5,000kWh. We don’t leave lights on we use motion lights, I don’t use the oven, and we don’t use the laundry until the evening.  In the past, we had children in the house. It would make sense that our energy had a higher consumption. Our children have moved and it’s just the two of us.  Please explain!!!
  
  
  
  Regards,
  
  
  
  Monique ******* 
  
   
  

  Business Response

  Date: 09/22/2022

  September 22, 2022
  
  Monique *******
  ***** ************ ****** **
  ******** ** *****
  RE:  BBB # ********
  
  
  Dear Ms. *******,
  
  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you are questioning the functionality of your meter when power to the house was shut off. You are continuing to dispute the reported usage over 5000 kWh.
  
  To confirm, Gexa Energy submitted a meter test at your request to CenterPoint Energy on August 8, 2022. CenterPoint responded on September 6 that they had completed the meter test and found no errors with the reported usage and advised that your meter was found to be accurately registering and transmitting usage readings. As a friendly reminder, CenterPoint Energy owns and maintains the equipment and facilities that deliver electricity to customers within its service territory; CenterPoint sets the monthly meter reading schedule and process switches between retail electric providers. Without any meter reading adjustments from CenterPoint, Gexa Energy will not be able to make any corrections to your billing. If you have specific questions regarding the equipment at your home, we suggest contacting CenterPoint Energy for more information.
  
  As indicated, Gexa Energy has invoiced your account in accordance with the usage reported by CenterPoint Energy. CenterPoint has completed a meter test to confirm the accuracy of your meter readings. Upon review of your home’s historical usage, it appears to be in-line with seasonal changes albeit higher this year than in previous years. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.
  
  Sincerely,
  
  Gexa Energy Customer Relations Department
  
  

• Initial Complaint

  Date:09/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Being Over Charged
  
  I live in a two-bedroom apartment home with just myself and 8 year old my daughter...I received electric bills for around $120 to $140 each month for years. I was approved through a government assistance program to pay $450 towards my balance which left me with a $250 credit. One week later I received a disconnection notice and it stated I owed $300 something...then another bill for almost $400. I paid some of the first of course and was calling their customer service complaining that the bill was extremely high during the billing period in question I was out of town 3/4 of the time; so there is no way the meter is correct. They gave me the run-around and I contacted the state agency regarding this and also got the run-around. I ended up switching to TXU much better! They are now sending me settlement offers to ask for $400...in the end, there will likely be a lawsuit with this company they are clearly overcharging customers.

  Business Response

  Date: 09/15/2022

  September 15, 2022

   

  Ladonna ******
  
  **** * ********* ** *** ****
  
  *********** ** *****
  
  *** *** * ********
  
   
  
   

  Dear Ms. ******,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you are being overcharged and have been receiving unusually high bills. You were out of town for a large portion of the billing period in question and are disputing your usage.

   

  A detailed review of your account indicates that you began service with Gexa Energy on 7/7/2021. Further review of your account indicates the following:

   

  • On January 10, 2022 Gexa Energy issued an invoice of $189.96 for a usage of 1213 kWh for the usage period of 12/8/2021 to 1/7/2022. This invoice qualified for the $50 Usage Credit in your contract.

  • On January 29, Gexa Energy received a payment of $466.31 which overpaid your account and left a remaining credit of $247.85.

  • On February 9, 2022 Gexa Energy issued an invoice of $185.03 which included current charges of $432.88 for a usage of 2388 kWh for the usage period of 1/7/2022 to 2/7/2022.

    • Please note that during the first week of February 2022, extreme weather events were reported across the state of Texas with temperatures in the 20s and 30s, which may have impacted the amount of usage consumed at the home. For reference, your historical usage in 2021 for this time period reflects a reported usage of 2514 kWh, possibly due to Winter Storm Uri.

  • On March 2, 2022 our records indicate you contacted Gexa Energy to investigate if your recent invoice was correct because it reflected higher usage. The representative confirmed that the usage reported by Oncor was reported as Actual usage. You insisted that you would like your usage to be verified, and the agent submitted a Billing Dispute to confirm the usage reported which may take up to 21 days to be completed.

  • On March 10, 2022 Gexa Energy issued an invoice of $375.49 which included a balance forward of $28.28 and current charges of $347.21 for a usage of 1941 kWh from 2/7/2022 to 3/8/2022.

  • On March 26, 2022 Gexa Energy received notification that your service was switching to another provider effective that day.

  • On March 29, your billing dispute was completed, and the investigation found that the consumption was based on actual reads registered on the meter.

  • On March 30, 2022 Gexa Energy issued your final invoice of $664.62 which included a balance forward of $375.49 and current charges of $154.78 for a usage of 1037 kWh from 3/8/2022 to 3/26/2022.

  • On March 31, 2022 our records indicate you spoke with a Gexa Energy representative who confirmed that your billing dispute had completed, and your usage was found to be accurate.

   

  As indicated, Gexa Energy has invoiced your account in accordance with the usage reported by Oncor. Gexa has completed a billing dispute investigation at your request to confirm that the usage reported as Actual was obtained from readings at the meter. As such, the outstanding account balance is currently $688.48. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

  Customer Answer

  Date: 09/20/2022

  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.  
  
  
  During the timeframe where I allegedly used over 3k watts of energy I was out of town twice to include the extreme weather event. I also, had a lot going on so I was taking my laundry to a laundry service meaning I wasn't even running my large appliances regularly. This again is a two bedroom apartment with one adult and one child. Regardless of you accepting the reading simply re-reading the print out its is virtually impossible for me to have used that much energy in the size household I live in. In your own response anyone reading it would see it looks extremely over a normal amount and clearly something is off...I am not going to just pay three hundred to six hundred dollars for an electric bill out of nowhere right after I made the effort to have a credit on the account. I can prove the laundry service and the trips out of town during these dates. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 09/22/2022

  Tell us why here...September 22, 2022
  
  Ladonna ******
  **** * ********* ** *** ****
  *********** ** *****
  ***  *** * ********
  
  
  Dear Ms. ******,
  
  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you are continuing to dispute the high usage reported because you were out of town twice and were not using large appliances at the home.
  
  To confirm, upon your initial request to dispute the reported high usage, a usage dispute was sent to your TDU (Oncor) on March 21, 2022. Oncor owns and maintains the equipment and facilities that deliver electricity to customers within its service territory; Oncor sets the monthly meter reading schedule and process switches between Retail Electric Providers. Oncor completed their investigation and reported that the consumption was correctly based off of actual meter reads registered on the meter. Without any meter reading adjustments from Oncor, Gexa Energy is unfortunately not able to make corrections to your billing.
  
  Additionally, there are no reported usage periods registered above 3000 kWh. The highest reported usage that Gexa Energy billed your account was 2388 kWh from 1/7/2022 to 2/7/2022. However, Gexa Energy did receive 12 months of historical usage from Oncor when we initially became your REP and confirmed in our previous response that a similar usage was reported in February 2021 (during the period of Winter Storm Uri) of 2514 kWh.
  
  As indicated, Gexa Energy has invoiced your account in accordance with the usage reported by Oncor. Gexa has completed a billing dispute investigation at your request to confirm that the usage reported as Actual was obtained from readings at the meter. As such, the outstanding account balance is currently $688.48. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.
  
  Sincerely,
  
  Gexa Energy Customer Relations Department
  
  

• Initial Complaint

  Date:08/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched over to Gexa after finding their rates to be cheaper then at present. I received 1 bill for 200.00 for 1 week and called the firm and their reps it would lower on the next bill. Next bill hit with a charge of 831.00 and it was over 1000 more watts then I have ever used in 17 years of owning my home. I called again and the Gexa rep told me they could test my system but as a extra charge. There they also charged 149.00 extra with no info on my bill, I am now paying way more then the last company we were with. They were not willing to assist via phone. Their rep pretty much said i am stuck with this. I have never ripped off like this before

  Business Response

  Date: 09/07/2022

  September 7, 2022

   

   

   

  Dear Mr. G*****

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you switched your service to Gexa Energy but have been receiving higher bills with higher usage.

   

  A detailed review of your dispute indicates that you began service with Gexa Energy on 7/13/2022. Further review of your account indicates the following:

   

  • The plan selected was the Gexa Saver Deluxe 24, which features an average price of 12.6 cents per kWh at 1000 kWh with all price components taken into account. The EFL provides the full price components of an Energy Charge of 18.4 cents per kWh as well as a $100 Usage Credit per billing cycle when usage is between 1000 kWh and 2000 kWh and the TDU Delivery Charges passed through from Oncor.

  • On July 22, Gexa Energy issued an invoice of $201.98 for a usage of 866 kWh from 7/13/2022 – 7/20/2022.

    • Please keep in mind that your TDU, Oncor, manages your meter readings regardless of which REP you choose. Oncor has advised that they have provided Actual meter readings which Gexa uses to calculate your invoice based on the plan selected.

  • On August 23, Gexa Energy issued an invoice of $839.10 for a usage of 3597 kWh from 7/20/2022 – 8/19/2022.

    • According to the historical usage reported at this premise, this is in-line with seasonal changes throughout the year. For comparison, the usage reported in 2021 for this same billing period was 2866 kWh.

    • Our records indicate that you contacted Gexa Energy regarding the bill. The Gexa Energy agent reviewed your plan details and your invoice to ensure you were billed correctly. You were also offered to select a different plan; however, you declined the offer. The agent advised that you this plan is still a good plan for your premise, and you may reap the benefits of the plan after the peak summer usage.

   

  As indicated, Gexa Energy has invoiced your account in accordance with the plan selected and the usage reported by Oncor. A callback request from a Gexa Energy supervisor has been submitted to assist you with reviewing other plan offers, if desired, or to offer a waiver of your Early Termination Fee should you choose to switch away. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is Grace Samuel. My account number with Gexa is ********* I requested a transfer of service July 21st, 2022 at 4:24pm. I was moving my services from my *** ***** ** *** ***** Richardson, Tx ***** to my new address **** ****** ** *** ***** Dallas Tx *****. I called on August 25th, 2022 at 1:29pm to receive confirmation of my transfer of services. The representative advised that my account is closed. I did not authorize closing my account at all. I asked the representative who closed my account and why did it get closed. The representative was not able to tell me what happened. I never recieved an email statement of a closed service. The only solution he gave me was to transfer me to the sales team to start a new account. Now I am without an electric company. I attached the email for my transfer of service.

  Business Response

  Date: 09/06/2022

  September 6, 2022

   

   

   

  Dear Ms. S******

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you processed a Transfer of Service with Gexa Energy, but when calling back to confirm your transfer you were advised that your account had been closed. You did not authorize closing your account and your only solution was to open a new account.

   

  A detailed review of your dispute indicates that you originally began service with Gexa Energy on 2/1/2022. Further review of your account indicates the following:

   

  • On July 21, 2022 Gexa Energy received an online request for a Transfer of Service for your account; the request was for a Move Out at *** ***** *** *** *** on 7/23/2022, and a Move In at **** ****** *** *** **** on 7/26/2022.

  • On July 26, 2022 our records indicate you contacted the Gexa Energy customer care center to state that you had inadvertently scheduled the Move In date for 7/26 which was too soon, meaning you were inadvertently taking over service at a premise before moving in.

    • The Gexa Energy agent assisted by opening an Inadvertent Gain request to send the service back to the previous provider as of the date of the switch, so that you would not be responsible for the usage reported at that premise. The process completed on 7/28 and the service was returned to the original provider; your scheduled Move Out for 7/23 was processed as requested, leaving no more open accounts in your name.

  • On August 25, you contacted Gexa Energy to inquire about your account status and were advised that your account was closed. Since you requested to have service with Gexa Energy, the agent advised that a new enrollment would need to be processed for your premise.

    • Your call was connected with Gexa Energy’s sales team, who assisted with enrolling you for service at **** ****** *** *** ****.

   As indicated, Gexa Energy processed your Transfer of Service as requested, and when notified of the inadvertent gain of the new premise, promptly corrected the issue by sending the premise back to the previous provider. As such, a new enrollment order had to be processed for the corrected Move In date. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:08/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, so when I renewed my electricity plan, I have noticed a substantial increase in my bill. No way I can use over 1k of kwh when my wife and I are away from the house most of the day. I have tried calling gexa energy and half the time I get connected to someone that I cannot understand and they never answer my questions and provide solutions as to why this keeps happening. I feel like tnmp are taking advantage of the situation due the the "heat" but nonetheless my house stays at 76 when I'm away so something isn't adding up. Also the tdu installed a new meter without me knowing and that is when the bills started becoming ridiculously high. I was told my tnmp that they are using "estimate" usages opposed to actually going to the home and getting a more accurate reading. I'm like so now you are lying and providing false information. Sounds illegal if you ask me. I have already filed a billing dispute and meter reading with gexa energy and tnmp a few months ago and still no resolution. However, I am being charged late fees when I was told I wouldn't be. I have been in contact with gexa energy and tnmp and have been pretty much going back and forth with them. When my meter was changed in April of this year I was not notified by gexa energy and or tnmp. Therefore, I am not sure where the 215.41 past due came from when all my bills were auto drafted from my account up to that point. After that I would go online and pay anything other than the 215.41 because I have yet to receive an explanation as to why that is there.

  Business Response

  Date: 09/06/2022

  September 6, 2022

   

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

   

   

  Dear Mr. Sigala,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you have noticed a substantial increase in your bill after renewing your contract and you believe TNMP are taking advantage of the hot summer. You discovered that your meter had been changed and your usage had been Estimated; you filed a billing dispute but have not received any resolution and are being charged late fees.

   

  A detailed review of your dispute indicates that you originally began service with Gexa Energy on 2/10/2010. Further review of your account indicates the following:

   

  • ***** *** ****** ***** provided Estimated meter readings for the billing period of 2/17/2022 – 3/18/2022, and 3/18/2022 – 4/18/2022. However, TNMP later provided Replacement reads for this billing period and your invoices were Cancelled/Rebilled based on the updated information.

  • TNMP has also advised that your meter was replaced on 4/1/2022 as part of their planned upgrade.

    • More information can be found here: https://www.tnmp.com/customers/update-meters

  • On June 21, Gexa Energy issued an invoice of $215.41 which included a Replacement read of 1242 kWh from 4/18/2022 – 5/18/2022.

  • On June 22, Gexa Energy issued an invoice of $502.66 which included the balance forward of $215.41 as well as current charges of $287.25 for an Actual usage of 1698 kWh from 5/18/2022 – 6/17/2022.

  • On July 13, Gexa Energy initiated a billing dispute with ***** *** ****** ***** regarding your concern with the usage being reported. The normal timeframe to receive a response regarding a dispute is 21 days.

    • Our records indicate the dispute is still open and awaiting resolution from TNMP – disputes are worked based upon their available workload.

  • On July 20, Gexa Energy issued an invoice of $545.58 which included the balance forward of $215.41 as well as current charges of $330.17 for an Actual usage of 1959 kWh from 6/17/2022 – 7/18/2022.

  • On August 31, our records indicate you contacted Gexa Energy and agreed to establish a deferred payment plan for the past due balance on the account for 3 monthly installments.

   

  As indicated, Gexa Energy has invoice your account in accordance with the usage reported by TNMP. TNMP has advised of a planned meter upgrade taking place in 2022, which may have impacted your meter reading cycles. Gexa Energy has processed all of the Cancel/Replacement reads provided by TNMP to ensure you are being billed correctly. Your billing dispute is still open with TNMP – you will be notified once there is an update from TNMP. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:08/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday August 15, 2022 I was ensured by a SUPERVISOR of Gexa Energy that my lights would not be disconnected due to me being approved by Texas Rent Relief for funding. The supervisor specifically stated that she would place my account on hold from being disconnected and advised me to email my approval letter from Texas Rent Relief to [email protected]. After hanging up I emailed the approval letter IMMEDIATELY! On Wednesday August 17, 2022 @1:30pm my lights were disconnected. I talked to Representatives and managers for 6 hrs who also ensured me that my lights would be cut back on until the letter was received. Here I am 6hrs later with no power. They also told me that by changing my plan I would save money but my bill doubled. They changed my plan and my bill is now $250 each month and I have NEVER had a bill over $120. They are getting over on people and misleading customers and this must stop. I’ve spoken with several Representatives overseas that hung up on me and placed me on hold several times to make me call back. This is unacceptable.

  Business Response

  Date: 08/30/2022

  August 30, 2022

   

  RE: BBB # ********

   

   

  Dear Ms. ********,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you were advised that your service would not be disconnected while awaiting payment from Texas Rent Relief. However, your service was disconnected two days later. Your invoices are also higher than you’ve previously experienced.

   

  A detailed review of your account indicates that you began service with Gexa Energy on December 1, 2020. Further review of your account indicates the following:

   

  • On August 4, 2022 Gexa Energy issued a Disconnection Notice for the past due balance of $457.22 with a due date of August 15, 2022. A Disconnection Notice Fee of $20 and a Late Payment Penalty of $12.53 were also charged to the account.

    • Gexa Energy issued an invoice of $739.65 which included a past due balance of $457.22 and new charges of $249.90 for a usage of 1730 kWh.

  • On August 15, our records indicate you contacted Gexa Energy regarding the pending service disconnection and advised that you needed additional time for Texas Rent Relief to submit a pledge payment. Your call was connected with a supervisor, who advised that she would place a courtesy 5-day payment extension on your account. However, our investigation found that the payment extension was not properly saved on your account.

  • On August 17, Gexa Energy issued an order to disconnect services for non-payment.

    • You contacted Gexa Energy to inquire about your disconnection of service; your call connected with a supervisor who advised that a payment arrangement can be established for your account to allow a reconnection to be sent with a smaller down payment. However, you declined the offer and advised that you’d rather speak with a manager.

  • On August 18, you spoke with a supervisor regarding the disconnection of service who advised that the reconnection order had already been submitted and would be worked by Oncor as soon as possible.

    • A member of Gexa Energy’s escalation team called you back that day and explained the process for approving a pledge payment on the account. You advised that you had only an email from Texas Rent Relief, not a letter. The representative advised that she could establish a payment arrangement on the account to allow time for the payment to be received and granted until August 22^nd. The representative also applied a courtesy $100 bill credit to your account.

    • Later that day, Gexa received a lockbox payment of $707.86.

   

  As indicated, Gexa Energy discovered that your initial payment arrangement had not been properly saved on your account. We apologize for any inconvenience this issue may have caused you. Gexa Energy has received payment for your account and applied a courtesy $100 bill credit; as a courtesy, Gexa will also waive the late payment penalties of $12.53 and $20 for the Disconnection Notice. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:08/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Billing cycles 6.14-7.14 and 7.14-8.15.22
  
  We had a year plan with Gexa. We were notified to upgrade our plan prior to its expiration date. We went online and completed the upgrade. However, the plan was supposedly not accepted and we were never notified again. Gexa then increased our electricity rates resulting in bills that are 150% of the normal invoice amounts. We contacted them on 8.17.22 after we noticed to inquire what happened. They denied us the fact we attempted to upgrade and refused to work out a favorable result. We are now being forced to pay the outrageous rates without another other resolution. Gexa's notification system is designed to create these types of situations so they can gouge customers not knowing their plans are being changed. Just today we discovered this has happened to 2 other people in our area. If Gexa wants to be a premier electricity provider in Texas then it should be required to provide complete transparency on electricity prices and changes. They are taking advantage of their position and causing families to pay enormous amounts for electricity, especially in an already difficult time. Please look into their practices and have them address these issues immediately.

  Business Response

  Date: 08/30/2022

  August 30, 2022

   

  RE: BBB # ********

   

   

  Dear Mr. *******

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you renewed your plan online but your request was not accepted. Your invoices increased and you contacted Gexa for assistance, who advised that there was no renewal on your account and would not work out a favorable result.

   

  A detailed review of your account indicates that you began service with Gexa Energy on June 17, 2021. Further review of your account indicates the following:

   

  • On April 28, 2022 Gexa Energy issued a Contract Expiration Notice for your plan expiring on June 17, 2022.  This notice included the Electricity Facts Label for the variable rate plan that would be effective if no action was taken by the expiration date.

  • On August 17, 2022 our records indicate you contacted Gexa Energy regarding a recent high bill and the agent confirmed that your previous contract had expired and your account was now on a month to month plan. You disputed and advised that you had renewed online for the same plan that you were previously on, and the agent explained that Gexa could not have offered the same plan for renewal because our plans are refreshed periodically due to changes in the market.

    • The agent advised that a new plan could be selected and a courtesy credit can be applied for the current bill, however you declined the offer and advised that you would prefer to shop around.

  • On August 18, Gexa Energy received notification that your service had switched to another provider that day.

   

  As indicated, Gexa Energy has invoiced your account in accordance with the variable rate plan provided. Gexa Energy was unable to locate any renewal request received; Gexa offered you a courtesy credit and to review plan options, however you declined the offer. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department